Customer Service

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You have to be the one that overcomes these pre-conceived notions of you and your storage place. It is up to you and your frontline people, because the prospects are judging you the whole time that they’re talking to you and you’re talking to them. Don’t you do this when you’re in a restaurant? From the moment the server walks up to you and says, “Hi, I’m Jen. I’ll be taking care of you tonight,” aren’t you already keeping score to decide how quick they are, how responsive they are? Are they taking care of your water glass? How much are you going to tip them? Is this going to be a 10 percent? 20 percent? Aren’t you doing that the whole time you are being served?

I have a great example. I had lunch one time at a trade show with some folks that I see at a lot of the trade shows, and we had an enjoyable chat about all kinds of stuff, but we had one of those disaster-service lunches. Nothing went right. The kitchen didn’t get any of the order right. It took two tries for Peggy and Jack to get their food right. It took the staff four times to get the right plate out to me. And we weren’t the only table they were having trouble with. You could see other tables getting re-served. It was a small disaster. I mean, it wasn’t that big of a deal. I got my lunch and I got to have some good conversation; the food was actually good, so I was happy. But the interesting thing about the whole situation was how flustered our waitress was the whole time. She even sent somebody else to take care of our table because she couldn’t handle it anymore.

The folks I was sitting with, Peggy and Jack said they were at a restaurant a week earlier at home, and it was a disaster, too. It was not only a disaster in getting food on time and getting the order right, but the food was even terrible. But the waiter they had did everything he could to make it right, and they were so pleased with how the waiter handled things and the little efforts he made to try to make things right, that he ended up with a good tip.

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.