Joe DownsCEO & Co-Founder, Belrose Storage Group. Founder, Storage Moguls.

Self Storage Customer Service Mistakes That Hurt Your Google Reviews

12 May 2026 · 1 min

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0:38

In this segment, the speaker recounts a real incident at a self‑storage facility where a customer was unable to enter because the gate malfunctioned. The customer called the company’s call center, but the interaction was poor—largely because the call‑center staff did not speak the same language as the facility owner or the customer. Frustrated, the customer posted a negative Google review that criticized the call center more than the storage operation itself. The speaker uses this story to highlight a common mistake in self‑storage customer service: failing to staff call‑center agents who can communicate effectively with owners and renters, which can directly damage online reputation.

Chapters

We had at one of our facilities a gentleman called in and he was really actively trying to access the facility. The gate wasn't working. It was right after transition. They got through to our call center and they just were not impressed with the customer service experience that they had had. And so they left us a Google review and it was more so offensive to the call center than it was to us because they were just like, oh, this person didn't understand me. So you have to think of that side of it too and making sure that you have people in place that speak the same language Language as these owners.