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Customers don’t care why your attitude is off. Or you’ll accidentally chase someone off. Here’s what’ll happen: you’re talking to a current customer at the desk. Someone else walks in. It took you four seconds to make eye contact with them instead of two. That’s over their tolerance limit; they’re out of there and one to the next storage palce. They think you had a bad attitude even though you were trying to be helpful. People are very quick to judge attitude, so you have to be very aware of that and be prepared to meet or exceed their desire for a good experience.
Here’s what happens when you’ve done well with your customers. Their internal dialog goes, “Hmm, well, I don’t really want to spend $100; but I guess if that’s what it costs, that’s okay. She’s pretty nice. It looks like a pretty clean place. I’ve got other things to do; I can’t spend all day on this. I might as well just get this done. Okay, fine.” That’s what their internal dialogue does, and this is what you’re after,.
If you can help that person’s internal dialog go, “Seems like nice people. Seems like a nice enough place. Seems like the money’s not too bad. Okay, I’ll do this.” Then you’re in like Flynn, and the next thing they tell you will be, “How do you want me to pay you?”
How many times have you had it happen when you’re standing at the counter or showing someone a unit, that the person turns to you to say, “Well, do you take cash, check, or credit card?” This is a great moment in the sales process. You have helped them talk themselves into renting from you.
Now usually you do have to ask them to rent from you, or you have to say, “Well, here, all I need you to do is fill this out.”
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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.
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