Finding Something in Common

This past week, reviewing calls with our newer employees who haven’t had any experience in a self-storage or in a call center, I’ve noticed that one of the main things that they needed help with was “relaxing”. Being themselves seem to be a bit difficult when you need to make sure you are listening to the customer and getting the correct information as well as giving the correct information. Also keeping your end goal in mind, which is commitment from the caller to come in and rent a unit at the facility.

I can’t stress enough how important it is to find something in common with your callers. Finding something in common will help build a rapport with your caller. They’ll get more comfortable with you on the phone and start to trust you. In order for someone (well, most people) to give you a credit card over the phone, (especially these days with the fear of identity theft), you really have to build trust with your callers before you can ask for a credit card to reserve a unit.

Anyone can find something in common or bonding somehow with your caller. They give you their name… maybe it’s the same name as your dad’s. Or they have children coming back to live with them for a short period because they are going through a rough time and you have gone down that same road. Maybe someone has a family member leaving to serve the country and you also know of someone who is and has gone through that.

Get on their level and communicate what you have in common and that you understand what they’re going through. They will be so thankful that they are actually talking to someone who is listening to them and can relate to their situation. You’ve just broken down some barriers that could have prevented the reservation or rental from them. They will be forever grateful. It’s not hard to just… Find Something In Common.