Each month at Extra Space Storage, we recognize employees who go above and beyond in caring for our customers with our Customer Care Award. We’re happy to announce Kenneth Railey and David Edge as the March 2022 recipients.
Kenneth Railey, Store Manager
The luxurious feeling of skyscrapers with doormen keeping a building safe, doesn’t just have to exist in big cities and classic movies. Kenneth Railey, a Store Manager in Jonesboro, GA, brings that same level of service and security to customers at his facility.
“Ken and staff were very accommodating in assisting me with the right storage selection at their facility. Ken also followed up to ensure the initiation of my account was successful and to my satisfaction. The day movers came to remove my things from storage, they couldn’t remember the access code. Ken advised that he could not allow access to the facility without it. The movers called me to obtain the access code. They explained the situation and we both remarked how Ken performed his duties well. My movers could have been someone with less than honorable intentions. Thanks, Ken. I really appreciate the service I received. Should I ever need storage in the future, I know my belongings will be safe at your facility.”
As proof of how much he cares about the customer experience, Railey placed a follow-up call to the customer, offering that extra bit of personal touch at the beginning of their rental process. And then carried that responsibility to the end upon the customer moving their belongings out of storage.
It can be tricky to navigate a scenario where movers are involved, and the customer might not be present. There are many ways a Store Manager can approach the situation. In this case, Railey kept our focus on security at the forefront of the situation while remaining positive and ultimately sending the customer’s items safely on their way.
Thank you, Kenneth Railey, for your attention to detail and desire to keep our facilities safe and secure.
David Edge, Click to Chat Representative
The Extra Space Storage Click to Chat team is small but mighty! Regardless of how customers contact us, we know they expect an easy and seamless experience.
“David answered all my questions quickly and to the point. He set up a rental reservation as soon as I let him know what I wanted and got my email sent out while we were still chatting! This was one of the most painless and streamlined experiences I’ve had in a very long time.”
National Solutions Center representative, David Edge, has a unique ability to deliver a top-notch experience for our customers—even over chat! And that’s not an easy task! Digital customer service encounters can often be frustrating or time-consuming, but Edge makes sure that’s not the case and works hard to get it right every time.
Thank you, David Edge, for adding your personal touch to the digital customer experience!
Each month, outstanding team members are recognized as the Customer Care Award recipients with a company-wide announcement and sent a personalized care package from the Extra Space Storage Customer Experience team.
