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 Gail Rohman and Mika Carter as the November 2021 recipients.
Gail Rohman, Store Manager
When we talk about what it means to care for our customers, Gail Rohman is a constant example of this! She exemplifies our Customer Experience principles of Care, Appreciate, and Inform. No matter how big or how small the gesture is, Rohman doesn’t hesitate to go out of her way to offer assistance.
“Gail was very helpful. She stopped by the unit as soon as she noticed the moving truck. She demonstrated how to use the lock and made sure I could do it on my own.”
For Rohman, this is standard behavior, proven by the endless comments from customers that specifically call her out by name for her great work! Another fun fact is that Rohman is celebrating her 15th anniversary at Extra Space Storage!
Congratulations, Gail Rohman! We’re grateful to have you on the team.
Mika Carter, Inbound Sales Representative
Mika Carter is being recognized for going above and beyond for our customers as a representative at the National Solutions Center.
“I’m thankful for Extra Space Storage. The night purchasing my storage locker, I had a wonderful representative who literally was on the phone with me until I found the right storage space as the address was similar to another storage location. Your site is easy and makes everything a breeze.”
This customer rented through our online Rapid Rental feature. When they had trouble finding their unit they contacted after-hours support and were greeted by Carter on the other end of the phone. While Carter didn’t have to stay on the phone with the customer until they found the correct facility, she did! She chose to take the extra steps to do the right thing and ensure the customer was taken care of. This is a great representation of the omnichannel experience we aim to provide.
Awesome work, Mika Carter! Thank you for meeting the needs of our customers and the situation.
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.
