Managing Customer Accounts
Account Overview
Each customer account contains:
Contact information
Rental history
Payment records
Communication preferences
Notes and interactions
Accessing Customer Accounts
Finding Customers
Go to Customers or Contacts
Search by:
- Name (first or last) - Phone number - Email address - Unit number
Account Dashboard
When you open a customer account, you'll see:
Current rentals
Payment status
Recent activity
Contact details
Account notes
Updating Customer Information
Contact Details
When to Update:
Customer moves
Phone number changes
Email address changes
Name changes (marriage, etc.)
How to Update:
Open customer account
Click Edit Contact
Update relevant fields
Save changes
Verify communications work
Communication Preferences
Language Settings
Switch between English/French
Affects all future communications
Update if customer requests
Email Preferences
Marketing communications
Payment reminders
Account notifications
Managing Active Rentals
View Current Units
See all units customer is renting
Check payment status for each
View move-in dates
Access unit details
Unit Transfers
When customer wants different unit:
Check new unit availability
Create booking for new unit
Schedule move-out from old unit
Transfer belongings
Update access codes
Adding Additional Units
For customers needing more space:
Discuss needs and options
Create new booking
Link to existing account
Combined invoicing automatic
Customer Service Features
Account Notes
What to Document:
Payment arrangements
Special requests
Maintenance issues
Important interactions
Access problems
How to Add Notes:
Open customer account
Click Add Note
Enter date and details
Mark as internal (not customer-visible)
Save for future reference
Communication History
Track all interactions:
Emails sent/received
Payment notifications
Service requests
Phone call notes
Handling Common Situations
Payment Issues
Late Payments
Review payment history
Contact customer professionally
Discuss payment options
Document arrangement
Set follow-up reminder
Payment Plans
Assess customer situation
Create payment schedule
Document in account notes
Monitor compliance
Adjust if needed
Access Problems
Lost Access Code
Verify customer identity
Look up current code
Provide via secure method
Consider code reset
Document in notes
After-Hours Access
Check facility access hours
Verify customer's access rights
Provide emergency contact
Document special arrangements
Move-Out Process
Customer Initiating Move-Out
Note move-out date
Schedule unit inspection
Process final payment
Arrange deposit refund
Update unit status
Abandonment Situations
Follow local regulations
Document attempts to contact
Follow facility policies
Secure unit contents
Begin legal process if needed
Customer Retention
Monitoring At-Risk Customers
Watch for signs:
Multiple late payments
Complaints or issues
Downsizing requests
Price sensitivity
Retention Strategies
Offer payment flexibility
Provide excellent service
Address issues quickly
Consider loyalty discounts
Regular check-ins
Reports and Analytics
Customer Metrics
Track key indicators:
Average rental duration
Payment reliability
Unit upgrade/downgrade patterns
Customer lifetime value
Using Reports
Access Reports section
Select customer reports
Choose date range
Export for analysis
Identify trends
Best Practices
Professional Communication
Always be courteous
Document everything
Follow up promptly
Respect privacy
Be solution-focused
Data Management
Keep information current
Regular account reviews
Clean up old records
Maintain accuracy
Protect customer data
Service Excellence
Respond quickly
Be proactive
Offer solutions
Show empathy
Build relationships
Common Issues
Can't find customer account
Try alternate spellings
Search by phone/email
Check archived accounts
Verify facility context
Duplicate accounts created
Identify primary account
Merge if possible
Transfer active rentals
Update all records
Prevent future duplicates
Communication not reaching customer
Verify contact information
Check spam filters
Try alternate methods
Update preferences
Document attempts
Quick Actions Reference
| Task | Where to Find | Time | |------|---------------|------| | Update phone | Edit Contact | 1 min | | Add note | Account > Notes | 2 min | | View payments | Billing tab | Instant | | Change language | Preferences | 1 min | | Process move-out | Actions menu | 5 min |
Next Steps
Learn about marketing and growing your business in our Marketing & Growth Guide.
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