{"id":9646,"date":"2025-08-13T13:53:28","date_gmt":"2025-08-13T13:53:28","guid":{"rendered":"https:\/\/listselfstorage.com\/us\/industry-insights\/?p=9646"},"modified":"2026-02-13T10:19:44","modified_gmt":"2026-02-13T10:19:44","slug":"how-much-revenue-do-self-storage-facilities-lose-from-missed-calls","status":"publish","type":"post","link":"https:\/\/listselfstorage.com\/us\/industry-insights\/how-much-revenue-do-self-storage-facilities-lose-from-missed-calls\/","title":{"rendered":"How Much Revenue Do Self Storage Facilities Lose From Missed Calls?"},"content":{"rendered":"


\n58% of people will rent from the first self-storage facility that they call, according to SSA\u2019s 2023 Self Storage Demand Study<\/b><\/u><\/a>.<\/span><\/span><\/span><\/p>\n

Even in a digital-first world, there will always be a segment of tenants who want to speak to a real person on the phone. Consequently, operators who consistently pick up the phone have a better chance of closing more leads and raking in more revenue.<\/span><\/span><\/span><\/p>\n

But it\u2019s almost impossible to maintain a high pick-up rate if you\u2019re relying on a single site manager. One person simply can\u2019t respond to every incoming call throughout the day (and after-hours).<\/span><\/span><\/span><\/p>\n

Yet too many properties still rely on this outdated, single-point-of-failure system. And it\u2019s costing them revenue.<\/span><\/span><\/span><\/p>\n

In this article, we\u2019ll calculate how missing calls can drain revenue and even lead to negative reviews.<\/span><\/span><\/span><\/p>\n

We\u2019ll also dive into why self-storage call centers<\/b><\/u><\/a> are a popular solution and how to choose the right solution for your facility.<\/span><\/span><\/span><\/p>\n

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Calculating Revenue Loss from Missed Calls<\/b><\/span><\/span><\/span><\/p>\n

Missing a call may seem innocuous at first glance. Is it really a huge deal if you don\u2019t catch every single one?<\/span><\/span><\/span><\/p>\n

Let\u2019s run the numbers.<\/span><\/span><\/span><\/p>\n

Assume a typical 50,000\u202fsq\u202fft facility receives about 40 inbound inquiry calls<\/b> per week. The industry rule of thumb is to expect a 35\u202f% phone\u2011to\u2011lease conversion rate<\/b> when those calls are answered in real time.<\/span><\/span><\/span><\/p>\n

Missing out on a single new lease may not be the end of the world for your facility, but losses quickly compound over a week or a month.<\/span><\/span><\/span><\/p>\n

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Even 10 missed calls per week bleeds nearly $5,000 in annual rent\u2014 and that\u2019s without factoring in ancillary revenue from tenant protection, boxes, or admin fees.<\/b><\/span><\/span><\/span><\/p>\n

Move that lost revenue line farther down your P&L, and you\u2019ll see NOI erode, debt\u2011service coverage tighten, and refinancing options shrink.<\/span><\/span><\/span><\/p>\n

So yes, missing incoming calls \u2014 even if it\u2019s only a few per day \u2014 can snowball into a significant drain on facility revenue.<\/span><\/span><\/span><\/p>\n

Consider After-hours Call Support<\/b><\/span><\/span><\/span><\/p>\n

Missed calls don\u2019t just happen during business hours. Numbers vary, but as much as 15-20% of total call volume can happen outside of business hours or on the weekends.<\/span><\/span><\/span><\/p>\n

Even if potential tenants leave a voicemail, they won\u2019t wait around for your facility to call them back. Self-storage is often an acute need, meaning people need a solution quickly.<\/span><\/span><\/span><\/p>\n

Some experts estimate that missing a call decreases your chance to convert a lead by 52%. That percentage is likely even lower for after-hours calls because the facility won\u2019t respond until the next day.<\/span><\/span><\/span><\/p>\n

Unless you\u2019re staffing a night shift, which many smaller facilities can\u2019t afford, utilizing an after-hours call center is the best way to capture these customers.<\/span><\/span><\/span><\/p>\n

If you\u2019re not ready to implement that kind of solution, make sure your website supports online booking. That gives customers a resource for viewing your unit inventory and booking right then and there.<\/span><\/span><\/span><\/p>\n

Avoid Negative Reviews with Better Customer Service<\/b><\/span><\/span><\/span><\/p>\n

While it\u2019s critical to answer incoming calls from prospective tenants, it\u2019s also important to consistently answer the phone for your current customers.<\/span><\/span><\/span><\/p>\n

In fact, up to 80% of incoming calls are made by existing tenants. Missing their calls can also hurt your revenue, but not in the way you might think.<\/span><\/span><\/span><\/p>\n

Many negative reviews for self-storage facilities include anecdotes about poor customer service.<\/span><\/span><\/span><\/p>\n

\u201cNo one answers the phone\u201d is an all too common phrase.<\/span><\/span><\/span><\/p>\n

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Negative reviews hurt your self-storage SEO, which reduces your rankings in Google and degrades your ability to generate new leads from that channel. Prospective tenants might also think twice about renting at your facility if you have a slew of negative reviews. <\/span><\/span><\/span><\/p>\n

Should You Hire a Self Storage Call Center? Here\u2019s the ROI.<\/b><\/span><\/span><\/span><\/p>\n

If you want to answer more calls and improve the quality of your customer service, you essentially have two options:<\/span><\/span><\/span><\/p>\n

1. Hire more staff internally (that includes after-hours)<\/span><\/span><\/span><\/p>\n

2. Partner with a self-storage call center service<\/span><\/span><\/span><\/p>\n

The economics of hiring a call center make it a more attractive option for most owners and operators. Here are the major benefits: <\/span><\/span><\/span><\/p>\n

Convert More Calls Into Tenants<\/b><\/span><\/span><\/span><\/p>\n

Take our earlier 15\u2011call scenario. Assume a call center captures those inquiries and converts at 35\u202f%. That\u2019s 5 new leases\/month<\/b>, or 60\/year.<\/span><\/span><\/span><\/p>\n

At $110 rent and modest tenant churn, you bank roughly $6,600 net new revenue per year<\/b>.<\/span><\/span><\/span><\/p>\n

And it could be much higher if you get more calls or convert at a higher rate. 35% is an industry benchmark, but the right call center provider can close at an even higher percentage.<\/span><\/span><\/span><\/p>\n

\u200dKeep Customers Happy and Prevent Churn<\/b><\/span><\/span><\/span><\/p>\n

It\u2019s easier to keep a current customer than it is to bring on a new one. It\u2019s also more affordable.<\/span><\/span><\/span><\/p>\n

Customer service is a critical part of self-storage management because it helps your current tenants resolve problems and keeps them satisfied with your facility. As a result, they\u2019re less likely to churn, ensuring you can count on the recurring revenue from their rentals.<\/span><\/span><\/span><\/p>\n

Utilizing a call center to answer incoming calls promptly and expedite customer support can have a major impact on tenant retention. <\/span><\/span><\/span><\/p>\n

Get More From Your Site Managers<\/b><\/span><\/span><\/span><\/p>\n

When the phone stops ringing off the hook, on\u2011site staff can:<\/span><\/span><\/span><\/p>\n