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Paul Sims, head of self storage at Le Gallais Self Storage, tells Emily Moore why customer service sits at the heart of the firm
TWO key factors that play an important part in the running of any successful business are customer service and the willingness to go the extra mile, and these factors, says Paul Sims, sit at the heart of Le Gallais Self Storage.
Paul joined the family-run business as head of self storage in February 2024 following a career in financial services and recruitment.
“Although I hadn’t worked in the self-storage industry before, as soon as I saw the job advertised, it piqued my interest,” he said. “I love the people side and the fact that you have to be able to multitask and turn your hand to anything from business operations and logistics to marketing, team building and problem solving.”
And while storage units and recruitment may, on the surface, appear to be worlds apart, Paul says there are similarities.
“The key is customer service, and that is the side of the job which the team and I love the most,” he said. “You are always meeting new people and encountering different challenges to solve, and the people who seek self-storage solutions from us are incredibly diverse.
“For example, the storage units are used by individuals looking to downsize, carry out home renovations, live in apartments, relocate to and from Jersey, rent out their homes while abroad or simply to use as a stop gap while waiting for their newly acquired property to go through court. On the business side, corporate clients also use our services to store archive material, and tradesmen often reach out to us when wanting somewhere secure to keep their tools, materials and valuable machinery.
“Whatever the requirement, our focus is on meeting those needs and ensuring that the customer is happy and finding the right-size unit if their needs change.”
With that goal in mind, the company opened its second site – at Five Oaks – in 2022, taking its total number of storage units to 1,083, with sizes ranging from ten square feet to 360 square feet.
And it is not just in terms of size, and a flexible approach to the amount of time for which people hire a unit, that Le Gallais Self Storage prioritises customer needs.
“We recognise that a lot of people will undertake home improvements or clearances or move house at weekends, and Saturdays were getting busy, so last year we decided to open both our Hilgrove Street and Five Oaks sites seven days a week,” said Paul.
“One of the things which differentiates Le Gallais Self Storage from many other storage providers is our commitment to customer service. That is why our sites are staffed every day of the week, giving people easy access to their units and someone on hand to help with any queries they may have, or just to have a friendly chat.
“Having that point of contact is something which feedback shows our customers really value and is especially appreciated in a world which is increasingly turning to automated services. It is great for our customers to have someone there to talk to and interact with, and our team members really enjoy that interaction with people as well.”
Indeed, Paul says that this emphasis on service sits at the heart of the business.
“Ultimately, we offer a hotel for items,” he said, “and alongside that a concierge service, which means we are always happy to give extra advice and help when required.”
Supporting that goal, each location also features on-site parking and a “box shop” where packing materials ranging from wardrobe boxes to padlocks and tape can be purchased.
Also recognising that many customers are storing heavy or bulky items, the company has recently partnered with vehicle hire firm Evie, which has now based one of its panel vans outside the Five Oaks facility.
“We see customers walking or cycling up to collect the Evie van to transport the items from their home to the self-storage unit, and leave it there once they’ve finished,” said Paul. “This partnership provides an easy solution for customers and, as all Evie vehicles are electric, this is a solution for customers which aligns with Le Gallais Self Storage’s commitment to reducing its carbon footprint wherever possible.”
There is a really friendly feel to the company, and a strong focus on the ‘‘ wellbeing of each employee
In pursuit of that ambition, which saw the firm join the EcoActive management scheme in 2016, the company has installed solar panels on all buildings and electric-vehicle charging points at both sites, as well as supporting Durrell’s Rewild Carbon initiative, which plants trees in the Atlantic Forest areas of Brazil.
Supporting the community is also a priority for Le Gallais, and in addition to its partnership with Durrell, the firm supports several charity projects each year and offers discounted storage rates to registered charities. Paul added that a recent competition to celebrate the business’s 200th anniversary had raised funds for Mind Jersey, as well as giving one lucky Islander a £200 voucher to enjoy at the Salty Dog.
Paul commented: “One of the nice things about working for a family-run business is that there is a really friendly feel to the company, and a strong focus on the wellbeing of each employee. Having worked in recruitment for many years, I heard several stories of people changing jobs because of the stress levels and lack of care shown by employers. Here, though, we really encourage a positive and supportive workplace, and the team spirit is very strong.
“Each team member has their own strengths and helps one another, and we really do work together as a team. While the customer is always the priority, we also like to create a fun environment, take part in social activities and create a workplace that people want to get out of bed to come to each day.
“And that filters through to the customer service, encouraging the team to build relationships with clients, many of whom now pop in for a chat when they’re passing. It’s hugely rewarding to be part of something which isn’t just about a short-term business exchange but which really values people and community and focuses on the long term.”
