Quality of Services

Angela Lechtenberg makes the case for quality of product and services.

Last Monday I read in the SSA Monday Morning Memo about the acquisition by Public Storage Inc, of Shurgard Storage Centers, creating the largest operator of self-storage facilities in the world. 3.2 billion dollars! That’s a lot of dough. Now the biggest is even bigger. Hmmm… What does that mean for the “little guy”?

Well, the little guys (who really aren’t all that little; independent self storage owner-operators still own the lions’ share of the market in this industry) have to work hard to keep up with the behemoth conglomerates. Big corporations may have more advertising budget and financial or administrative advantages but there are many ways that “mom and pop” operations can have a competitive edge:

1.The product has to be as good, or better.

2.Prices must be competitive – not necessarily the lowest, but in the range of fairness.

3.The product must be seen and heard – put yourself and your product out there where you need to be to find your client base.

4.Most importantly make sure your customers like coming to you.

Word of mouth is really important. Hopefully your customers are so impressed that they would recommend you to others. In any industry sometimes the big boys lack in personal service what “mom and pop” can bring to the table. That could be the most important aspect of all.

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