Frustrating late customer requests

[The Bee]

A customer called 15 minutes before closing needing a unit that night. We had some available, but she couldn't sign the lease, I stayed 30 minutes past closing, but still couldn't help. We refunded her, and now have a new policy, no after-hours rentals

 

[ATTENTION:]

A customer called 15 minutes before closing needing a unit that night. We had some available, but she couldn't sign the lease, I stayed 30 minutes past closing, but still couldn't help. We refunded her, and now have a new policy, no after-hours rentals

Hahaha. No after-hours is a smart move. That's just so unfair for you guys anyway. Sometimes, customers take so much to do their part. It pisses me off when they do that... especially after saying it's urgent.

 

[The Bee]

Hahaha. No after-hours is a smart move. That's just so unfair for you guys anyway. Sometimes, customers take so much to do their part. It pisses me off when they do that... especially after saying it's urgent.

We try to help when we can, but there's a limit, staying late and still not being able to complete it just isn't worth the stress or time anymore

 

[weaponslinger95]

Yeah, that's a nice move. I used to manage a small rental shop, and we had similar last-minute requests that stretched our team thin. After-hours support can boost customer satisfaction, but it often leads to burnout and inconsistent service.

 

[The Bee]

Yeah, that's a nice move. I used to manage a small rental shop, and we had similar last-minute requests that stretched our team thin. After-hours support can boost customer satisfaction, but it often leads to burnout and inconsistent service.

Yeah, I totally agree with you. After-hours support does help customers feel valued, but in the long run it really takes a toll on the team and creates uneven service quality

 

[amb3r-glass]

I manage a small self-storage spot in East LA, and we had a similar call last month where someone stuck in traffic trying to grab a unit before flying out the next morning. We ended up setting a firm cutoff time too. Do you allow online holds after hours, or is everything paused until the office reopens?