Each month at Extra Space Storage, we recognize employees who go above and beyond in caring for our customers with our Customer Care Award. For our September awards, we’re continuing our Customer Experience Day celebration with a bang by recognizing four individuals who directly impact the customer experience!
We’re thrilled to announce a Customer Care Award winner from each of our three operational regions and one winner from our National Solutions Center (NSC). This is our first time announcing a Customer Care Award winner from the NSC!
Kevin Williams – Customer Service, National Solutions Center
We’re excited to celebrate the first-ever Customer Care Award winner from our National Solutions Center, Kevin Williams. Kevin is an agent on the service team and celebrating his second work anniversary with Extra Space Storage.
Team members at the NSC support hundreds of calls every day to help care for over 1.2 million customers. At the end of these calls, customers are asked to stay on the line to leave a review. Kevin received 74 positive reviews! NSC leaders were not surprised to see Kevin’s level of impact on the customers he supports.
Our vision is to allow customers to interact with us when, how, and where they choose. The service team, with agents like Kevin, helps make that possible. Kevin received so many reviews it was hard to feature just one, but we particularly enjoyed this fun and passion-filled comment from a happy customer!
“Kevin is a boss. Let me say working in management for 15+ years that this man is a legend, and if I still had need for a customer service rep, I would steal him from you guys so fast, you wouldn’t even know who to hire. He may very well be one of the nicest, well-spoken legends I have ever spoken to. Not Thor himself would speak so well to customers. Do yourself a favor and send that man a thank you email.”— Post-Call Survey
Noreta Mendez – Store Manager, West Coast
Congratulations to Noreta Mendez, our award winner from the West Coast region under Rashede Peoples. Noreta joined Extra Space Storage five years ago and continues to make a huge impact!
The featured customer comment below highlights the value Noreta brings to our customers and company! In September, Noreta’s store received 58 positive reviews. Of those, Noreta’s name was mentioned 19 times! It’s clear that Noreta provides the highest level of customer service support to every customer she interacts with.
“Noreta made the experience super easy and surprisingly fun. We had planned to price shop for storage units, but after our positive interaction, we decided this was our first and last stop. Highly recommend!”—Google Review
Anika Henry – Store Manager, East Coast
We enthusiastically announce Anika Henry as our award winner from the East Coast region, under Alex Engle.
We all know the feeling of dread when calling a business minutes before they close. And if you’re lucky enough to find someone on the other end of the phone, they often remind you they are closing soon. Anika defies this rule, providing the highest level of support any time of the day. Anika handles customers’ requests flawlessly and maintains timely follow-up with each encounter.
When reading through reviews and survey comments, customers repeatedly say they chose Extra Space Storage because of Anika. This level of trust from customers makes it no surprise why Anika was promoted to a store manager.
“I cannot say enough good things about my experience with Extra Space Storage. I had to call last minute to secure a storage space, and the person on the phone was very clear, cordial, and helpful. The emails were timely and clear, and I felt my items would be very secure. When plans changed and I had to cancel three minutes before close, I called their office and was worried no one would answer. To my surprise, Anika answered and happily handled my request. I was so grateful that the company was reasonable and answered the phone just before closing. When I called again a week later just to confirm that everything was handled, a man was very nice and left a message, and Anika returned my call the very next day to confirm everything was handled. I will be doing business with this company again. Everything was flawless. Highly recommend.”— Facebook Review
Jhonnie Ortiz – District Team Lead, Southeast
Congratulations to Jhonnie, our award winner from the Southeast region, under Kenny Speegle.
Jhonnie joined Extra Space Storage in January 2019 and has been a fantastic addition to our team. For Jhonnie, helping customers to a better tomorrow does not stop when they sign the lease. She seeks creative ways to provide the highest level of service throughout the entire customer journey.
One hundred percent of surveyed customers said they were highly satisfied with their storage experience at Jhonnie’s store. Customers repeatedly attributed their satisfaction to the level of service and dedication Jhonnie provided by helping them make informed decisions or by giving them a courtesy call to help them avoid late fees. When you have a manager like Jhonnie, you look forward to visiting your storage unit!
“Jhonnie, that works the facility I rent at, is so friendly and attentive. She’s always looking for ways to assist anyone on the property, even if it’s just by telling a joke to get someone to smile. I love the reminder calls I get that keep me from having late payments and fees. I love the location of the facility, and it’s always perfectly clean. There are always carts where they can easily be found. Basically, everything about renting from this facility exceeds my past storage experiences across the board, even from other Extra Space locations.”— Exiting Customer Survey
Each month, an outstanding team member is recognized as the Customer Care Award recipient with a company-wide announcement and sent a personalized care package from the Extra Space Storage Customer Experience team.