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 Bob Huston and Kierra Fowler as the November 2022 recipients.
Bob Huston, Store Manager
Bob Huston is a store manager in Fort Myers, FL. After hurricane Ian, many people in the area were impacted, including Huston himself. Even still, he continued to offer the highest level of customer service and received multiple messages of thanks from other customers impacted by the storm.
“I want to thank Bob Huston for taking the time to help with my storage needs this past week. Trying to deal with moving and storage issues related to hurricane Ian has not been an easy task, especially since I live out of town. Bob provided me with options for my storage needs and took a real interest in my situation. He was very accommodating and followed up with me several times to make sure my needs were taken care of. Excellent service that far exceeded my expectations.”
Huston takes a genuine interest in our customers’ lives, which shows through the multiple mentions of how he helped them after hurricane Ian. When this customer needed to rent storage virtually, Huston gave them peace of mind by ensuring their belongings were safe and well taken care of.
Thank you, Bob, and all the Extra Space team that came together to keep our Florida stores open and operational during, and after, Hurricane Ian. We appreciate all you do!
Kierra Fowler, Customer Service Representative
Kierra Fowler, a Customer Service Representative for the National Solutions Center, is knowledgeable and savvy in all areas of the business and confidently solves any customer issue that comes her way.
“Normally an agent would have shied away from the complex tasks I needed to execute. Although the tasks were complex, she stuck with me until my payment was made, autopay was re-established, accounts all brought together under one number for future ease, and all contracts were executed. It was a lengthy, complex, and tedious process; however, Kierra went the extra mile and stayed with me through it all. I so appreciated her excellent problem-solving skills, knowledge of the running of various aspects of the company, and tenacity in making sure my problems were resolved in the moment! Thank you, Kierra!”
Fowler achieved our goal of one-contact resolution. Whether over the phone, chat, or another form of communication, we strive to answer and solve all questions and concerns during a customer’s initial contact. All team members must be well-versed in policies, procedures, and technical knowledge to achieve this goal.
Thank you, Kierra, for your keen sense of solving various situations, from billing and account questions to troubleshooting technical issues. We appreciate you!
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.
