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How Customer Empathy Led to an Industry-Leading Conversion Rate With Jonas Duckett of Store It Quick
Manage episode 490653435 series 3673605
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Jonas Duckett, Real Estate Investor of Store It Quick, joins us to share his evolution from solo operator to leading a 40-facility portfolio. With 4,000 units and counting, Jonas reflects on building a people-first storage brand, rebranding under a unified name, and how he drives conversions and minimizes delinquency with high-touch customer service. Jonas offers candid insights on lead conversion, rebrand timing, customer retention, and the importance of empathetic communication in collections. We also unpack how he blends automation with personal follow-up to keep operations lean without sacrificing performance.
Key Takeaways:
(00:53) Turning personal motivation into a scalable business model.
(05:06) Why it's important to unify facility branding early in the growth journey.
(09:51) Simplifying the rental process to improve online conversion rates.
(13:04) Establishing systems that enable high conversion with a lean team.
(18:41) Using a human-centered approach to reduce customer delinquency.
(22:36) Retaining paying customers through flexibility and empathy.
(26:27) The business case for pricing transparency over short-term tactics.
(29:07) Aligning rate increases with demand and customer satisfaction.
(32:59) Knowing when to shift focus from operations back to growth.
Resources Mentioned:
https://www.linkedin.com/in/jonas-duckett-48b514294/
Store It Quick | Website
https://www.storeitquick.com/
Cubby | Website
http://cubbystorage.com
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