Preparing for Arizona’s Peak Moving Season

Why This Time of Year Matters

Arizona is currently experiencing its busiest rental season. During the hot months, particularly from July to September, many people move because kids are out of school. This surge in relocations creates higher demand for self-storage options. Families often look for storage solutions as they prepare to settle before the new school year. This includes college students heading to universities, as well as homebuyers, all contributing to the increased moving activity.

Additionally, Arizona has a significant military presence, with major bases located between Phoenix and Tucson. Many military personnel relocate frequently, and they often require self-storage. It provides a practical solution for them to store their belongings during their moves.

As a storage site manager, it’s essential to understand that while the job may sometimes feel repetitive, each phone call is an opportunity to connect with someone who needs assistance. When the phone rings, it can be challenging to juggle multiple tasks. However, it's crucial to provide detailed information beyond just prices and sizes. Many managers mention a unit's availability without showcasing the benefits of their services. It's vital to highlight the value you offer to ensure potential customers understand why they should choose your facility.

Every Phone Call Counts

It's important to remember that every single phone call counts. In my opinion, handling phone calls is one of the most crucial responsibilities you have at the storage property. The phone is your direct line to potential customers who may need something specific. It’s common for people to call multiple properties when searching for storage solutions. Some might assume that a customer will only call one place and rent right away, but that's often not the case. Many customers think that all storage facilities are alike or very similar. The facility that responds first usually gains a significant advantage.

I've had experiences where, during a phone call, potential customers have said they had four other places to call, but after speaking with me, they decided they didn’t want to continue their search. That’s a great feeling because it means I’ve made them feel they can trust me, and I’ve provided the answer or solution they were looking for. I strive to make these interactions friendly, as they help quickly build that essential trust.

On the other hand, I've noticed that sometimes, when I work at storage properties and conduct audits, managers might avoid answering the phone while they are busy with other tasks. They might rely on an answering service or let calls go to voicemail. This approach is not advisable because generating leads is very expensive. For instance, in the past, while working in Hawaii, I found that each lead could cost around $350 to make the phone ring. With advertising expenses being so high, you cannot afford to treat incoming calls lightly.

When you answer the phone, your goal should be to make a sale. It's essential to have a professional phone system and to approach each call confidently, as you aim to engage the customer and encourage them to visit your property.

Create Urgency Without Pressure

Ultimately, your goal is to create a sense of urgency for customers to either visit or rent. You can achieve this online or over the phone; the key is to ensure they are aware of the sizes you have available that will meet their needs.

Remember, if you believe a customer needs a specific size, suggest one size smaller as it is usually less expensive. Many managers tend to recommend a larger size, thinking it's better to provide more space, but this can often lead to higher costs.

For example, if you suggest a 10x10 unit and then offer a 10x15 unit, customers will compare the prices with others who might offer a 10x10 and a smaller 5x15, which is much more affordable.

Invite Every Customer to Visit

Keep this in mind: encourage customers to come in the same day to decide without overwhelming them. You could say, "This is one of our most popular sizes this time of year, and I’d be happy to reserve it for you." When customers make a reservation or ask you to hold an item, it creates a commitment on their part to visit you. Think of it like this: you want to hang out with a friend, but if you never suggest going out to dinner or bowling, nothing will happen. By asking for commitment, you're prompting them to act.

Follow Up With Every Lead

If a customer says they want to call around to a few places first, don’t let that discourage you. Respond with understanding—acknowledge their need to explore options but also take the opportunity to emphasize that your services are exceptional. Make sure to follow up with them.

It's important to reach out again, whether that’s through a follow-up email or text. Ask them if they have a preference between the two. If there’s only one unit left, let them know. Additionally, encourage them to share any further questions they might have; they may have forgotten to ask something important during your initial conversation.

Assisting customers in selecting the right unit is crucial. If they can stack and pack their belongings effectively, they can easily fit into a smaller unit. If they’re interested in saving money, discuss using good boxes and maximizing space by packing up to the ceiling. This approach not only helps them save money but also reinforces why your facility is the best choice—you're genuinely helping them.

Research consistently shows that timely follow-up significantly improves sales conversions. Many buyers will still be comparing options after their initial inquiry, and a call from you demonstrates that you care.

Stand Out Beyond Price

When discussing how to stand out in the market beyond just pricing, it's important to recognize that having a new facility or the highest prices doesn't guarantee success. You can truly differentiate your business by ensuring you have friendly staff who actively listen to customers, along with maintaining a professional appearance—it's important not to show up in sweatpants, as I have unfortunately seen before in storage facilities.

Keeping the property clean and well-maintained is crucial; attention to detail is vital in this job. Additionally, communication should be prompt. Waiting too long to respond to inquiries is not acceptable. Through mystery shopping, we often check how quickly we receive responses to customer inquiries. It’s concerning to find that some responses take several days, sometimes seven to thirteen days! By that time, the customer has likely chosen a different storage option.

Never underestimate the importance of timely follow-ups. As you interact with customers, be genuine and truly enjoy the conversation—you want them to feel valued and appreciated.

Peak Season Readiness Checklist

Have a checklist ready. I find this very helpful when answering the phone; I've used it for years. Even after 40 years in storage, I still need something in front of me when I start talking to someone because I want the call to be professional. It's important to do a great job when that phone rings.

Make sure you have the current availability list and any promotions you're offering. Always invite potential customers to come down and look at the property; give them a tour. I recently sent my son to do a shop, and he visited a facility where the person quoted him a price but didn’t even offer to show him the unit.

Sometimes the weather is a factor—whether it’s too hot outside or raining—but it’s essential to take the customer out on the property. Ideally, you want a nice cart to make that tour more appealing.

Your Goal This Season

To have a productive conversation with someone, it's important to listen closely to their story first. People often have reasons behind what they’re sharing. After hearing them out, offer a thoughtful solution and show empathy during your discussion. Additionally, invite them to visit or consider renting from you, and follow up with them about the rental process. During peak moving season, you'll likely receive many phone calls. It's essential to convert each of those inquiries into a rental opportunity.

✅ Answer every call professionally

✅ Keep the office clean and welcoming

✅ Know current availability

✅ Review promotions

✅ Offer property tours

✅ Follow up on every lead

✅ Ask for the rental

✅ Thank every customer