The days when a new customer would discover your storage facility by flyers or billboards are gone. In today’s market, online reviews are one of the most important ways your future customers decide whether to trust you or to take their business elsewhere.
The good news for self-storage reputation management is that you don’t have to do it alone. Automated reputation management software takes care of the heavy lifting, so you can focus on running your business while in the background:
- Reviews are automatically requested at key points in the move-in, move-out, and rental process (including after payments);
- An AI drafts responses to positive and negative reviews for your edits and approval;
- Review trends are tracked over time, giving you insights into each location’s performance.
What Is Automated Review Management Software?
Reputation management software enables businesses to improve their online reputation by monitoring and managing their reviews. The key benefit? The reputation management system does the hard work for you.
Instead of you having to ask customers individually for a review, check each review website to see what customers are saying, and figure out what to say when someone leaves a complaint, all of that is managed by the review software.
Reputation Management For Self-Storage Is Key
The better your self-storage reputation is, the more appealing your company is to prospective customers. While customers love to see a 5-star review, your response to all reviews, both positive and negative, is just as impactful.
Responding to both 5-star and 1-star reviews shows that your company cares about customer service, is actively engaging with the community, and wants to create a good experience.
Why Automated Reviews?
Automated reputation management means exactly that–it’s automated! It does the bulk of the work for you, so you only need to step in when you’re truly needed.
Be Proactive About Getting New Reviews
Most customers will never leave a review–no matter how much they liked your business–unless you ask them. An automated reputation management tool will send proactive requests to your customers, asking them to leave a review.
Quick Notifications of New Reviews
Being quick to respond to new reviews is a free way to build trust in your community and with new, prospective customers.
A simple “thanks!” is an easy way to boost a 5-star review, leaving a positive impression on both your existing tenant and for new customers. On the other hand, a thoughtful, considered response to a 1-star complaint goes a long way in demonstrating to other customers that you care.
Identify Problem Areas
In addition to seeing negative reviews quickly, your reputation management software will show you a monthly report of review trends per location. This helps you notice if multiple people are complaining about the same problem, or if one location is struggling more than the others.
Acting quickly to resolve the issue, while keeping your customers in the loop when it’s fixed, will help you maintain a good reputation and demonstrate that you actively care about your customers.
Save Time
Ultimately, automated reputation management saves you time, so you can focus on growing your business.
Self-Storage Reputation Management Systems Can Help Grow Your Business
Every customer who discovers your self-storage facility online is looking at your review rating.
Your self-storage reputation management software…
- Automatically requests reviews from existing customers…
- Boosting your customer review ratings…
- Making your business perform before in local SEO…
- Which makes it more visible in the search rankings…
All without paying for a single ad.
Additionally, it makes it easy to respond to and act quickly on any negative feedback.
SpiderDoor’s Self-Storage Reputation Management Pro
SpiderDoor Reputation Management Pro is a new self-storage reputation management program that makes it easy to manage and grow your company’s online reputation.
Automated Requests for Reviews
SpiderDoor Reputation Management Pro automatically requests reviews from tenants at key points in the rental process:
- On move-in: 100% of new rentals receive a rental request.
- On payment: 10% of monthly payments receive a request (no more than once per year).
- On move-out: 100% of move-outs receive a request.
Easily Respond to Customers
Not sure what to say to a disgruntled customer? Only have a few seconds to thank a customer for their glowing review?
SpiderDoor Reputation Management Pro’s built-in AI feature will draft a response for you. Simply edit for personalization, and hit reply.
Visualize Performance
A monthly report makes it easy to monitor how customers are feeling about your self-storage facility. The report showcases how many review requests were sent, what feedback was received, and how many reviews were posted, giving you a monthly overview of each self-storage location.
Gather Customer Feedback
In addition to review management, SpiderDoor’s Self-Storage Reputation Management Pro offers a Survey Request feature. Being proactive about how your customers feel about your self-storage facility can help you prevent those low-star reviews and help demonstrate to your customers why they should give you a five-star one.
SpiderDoor Reputation Management Pro’s survey request tool allows you to:
- Easily create surveys within the SpiderDoor Pro app;
- Send out the surveys via SMS text or email;
- Track the open rates to see how many people open up the survey;
- Visualize the overall responses with graphs; and
- Review individual feedback.
You can also choose for surveys to go out automatically, based on pre-determined events. Want to know how they felt about a customer service call or the new motion alarm security upgrades? Set up the trigger event in your survey, and SpiderDoor Pro will automatically request feedback from your customers as needed.
SpiderDoor Reputation Management Pro – Pricing
SpiderDoor Reputation Management Pro is available at $65/month per location. That includes:
- Unlimited review requests: no upcharge for having more customers.
- Unlimited survey requests: get as much feedback from your customers as you like.
Key Considerations for Online Reviews
Online reviews have become a foundational way for companies to build trust with new customers. However, some companies started creating fake reviews, buying fake followers, or otherwise falsely boosting their reputation, to the point that the Federal Trade Commission (FTC) banned fake reviews in 2024.
If you are collecting reviews and testimonials for your business, it’s important to know the FTC’s rules so you can avoid legal or financial penalties–and so you can keep building trust with your customers.
The new rule prohibits fake or false customer reviews and testimonials, such as anything written:
- By someone who doesn’t exist (like an AI-generated fake review),
- By someone who did not have experience with your business, its product or services,
- In a way that misrepresents the experience of the person giving the review.
The FTC also provides a guide on online reviews that lays out some other rules to follow:
- Don’t offer to pay or otherwise reward people for a good review.
- Don’t pay or reward people for writing bad reviews (especially for another company).
- Don’t ask your staff or employees to write reviews of your business. If you do, make sure they disclose in their review that you employ them and asked them to write it.
- Don’t ask your friends or family for reviews, or at least have them disclose their personal connection in the reviews.
- Don’t ask for reviews only from customers you think will leave positive ones.
- Don’t buy fake indicators of social media influence, such as fake followers or views generated by a bot or hijacked account.
Also a good rule of thumb (and required by the FTC): “don’t use groundless legal threats, physical threats, intimidation, or false public accusations to prevent or remove a negative consumer review.”
