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Where Did StorageMart Come From?
Prior to forming StorageMart, the founding family and executives developed over 600 million dollars of self storage facilities. The original company became a publicly traded REIT in November of 1994 with a total market capitalization of 113 million dollars and over 4 million square feet of available self storage space. In 1999 the company portfolio grew to 11.9 million square feet and was then acquired by another storage company.
How Did StorageMart Begin?
Upon the sale of the original company, the founders capitalized on 6 million dollars from senior contributors and an additional 100 million dollars from committed investors to create a portfolio of 4.6 million square feet in over 60 facilities, including 2 properties in Canada.
Since the beginning of StorageMart in 1999, the company has grown to over 130 properties, with 70 American self storage properties and over 60 Canadian self storage facilities.
Where Is StorageMart Going?
The goal of StorageMart is to expand upon past knowledge and foster a self storage company capable of seizing every opportunity to acquire, develop, operate, and sell facilities for the greatest maximization of value.
StorageMart also takes an active role in advancing the industry and the self storage sector by participating in self storage associations on national and state levels. The CEO of StorageMart has served on the board of national self storage associations and the company is committed to helping create and grow new associations as the industry expands.
Who is PhoneSmart?
PhoneSmart is a mystery shopping provider and member of the MSPA. The Total Quality Assurance Services (TQAS) department offers secret shopping services with an emphasis in sales training and customer service.
PhoneSmart predominately serves the self storage industry with secret shopping and sales training. Additionally, the company offers quality assurance and secret shopping to the senior living and rental property management industry, telecommunications industry, and travel and hospitality industry, as well as quality assurance services to call centers of any type.
The company also offers sales training, property management and consulting services to the self storage industry.
In addition to TQAS, the Self Storage Call Center at PhoneSmart is an offsite sales force to the self storage industry. The call center answers rollover and missed phone calls to reserve storage units for nearly 1,000 self storage locations.
PhoneSmart Secret Shopping Services
The secret shopping services provided by PhoneSmart TQAS have an expert emphasis on improving sales techniques. Each service can be customized to balance any measurement of sales performance and customer service.
These are some of the most popular secret shopping programs offered at PhoneSmart:
Mystery Shopping – This service records a conversation between a sales associate or property manager and the secret shopper. The recording is graded on an evaluation form that has been customized to any individual client. Both the recording and evaluation are reported to the client.
Feedback Shopping – This service is offered exclusively from PhoneSmart and is an innovative approach to secret shopping that combines quality assurance and sales training.
A Feedback Shop records a conversation between a property manager and secret shopper. Once the conversation is at a close, the secret shopper reveals that he or she has been conducting a mystery shop and then begins a coaching session with the property manager, highlighting what went well and where there are opportunities for improvement.
The recording and written review is submitted to the client.
Live Call Monitoring – PhoneSmart has several options to capture all inbound and outbound phone calls from a facility. The company will evaluate and monitor any percentage of calls and send to the client.
Shock Call – This is a unique service offered from PhoneSmart. In a Shock Call, a secret shopper will ask a question not directly related to services offered by the store. The intent is to monitor and train employees to follow up any question a customer may have by offering their product or service.
For example, a secret shopper may call a self storage facility and ask how late the store is open. If the manager replies only with the office hours and the call ends, the manager has not met expectations. If, however, the manager follows up by asking the customer if he or she would like to rent a storage unit, then the manager has met the expectations by offering their services.
PhoneSmart Sales Training Services
PhoneSmart TQAS provides sales training services designed to motivate your sales team and property management staff.
Here are some of the sales training programs offered from TQAS:
Onsite Seminar – PhoneSmart will hold a 1 or 2 day session focused on sales training techniques and practical skills to improve performance.
Webinar Series – Three one hour sessions spread over three days will allow attendees to participate from any location with online access. Each session focuses on sales techniques and ends with a question and answer and role playing session.
Conference Call Series – Similar to the Webinar Series, this three day series is conducted via conference call and includes workbooks for each participant.
Sales Training Packet – This ensemble includes sales training workbooks, CD’s and role playing games and more. The packet can be completed in a group setting or individually.
Role Play Helpline – Property managers can call into the offsite sales force to role play their sales script and gain advice from the professional sales team.
Telephone Teachers – A PhoneSmart sales training coach personally calls a sales associate for a scheduled one-on-one fifteen to twenty minute training session.
PhoneSmart is located in The District in Columbia, Missouri.
PhoneSmart serves clients in the United States, Canada, Mexico, Spain and the United Kingdom.
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