How Do You Know?

Every service oriented company pitches that they have the best customer service. But what sets your self storage business apart from everyone else? How do you know your customers are receiving the best quality service you pitch all over town? Have you shopped your competitors? If so, your opinion is most likely biased. You heard the old cliche, one unhappy customer will tell ten others about their experience and they will tell ten more. A self storage business cannot afford to take such a heavy hit. That is why many self storage companies are turning to mystery secret shoppers to get a true analysis of an actual customer experience.

Mystery secret shoppers can conduct the evaluation one of two ways. They can call the self storage business or walk in. Then the mystery secret shoppers evaluates the sales experience in the customers point of view. The sales manager does not know that he or she is being secret shopped, so they are handling the secret mystery shoppers just like they would with any customer.

Mystery secret shoppers evaluate their experience with the salesperson on different areas. First and maybe the most important is the greeting. Was it friendly and sincere? Did the mystery secret shoppers have to wait? If so for how long? This is the most critical part of a customers decision to do business. A sale can live or die before the salesperson starts to talk. And customers will make a decision just from the greeting itself. This is why mystery secret shoppers evaluate neatness with the front desk to the salespersons hygiene.  After they get by the greeting, the mystery secret shoppers will evaluate the sales technique. Depending on the mystery shopping program, the mystery secret shoppers may reveal his true identity at the end of the sales presentation. In this unique experience, the secret shopper will review and give feedback to the salesperson. Then the salesperson can use this information effectively on the very next sales call.

Mystery secret shoppers add many benefits to the self storage industry. First, if your employees know that they may be mystery shopped on any given day, they will work hard to impress the property manager. They will be motivated to succeed and hopefully this motivation will carry over to other employees who are looking to achieve the best secret shopping scores. Second, it is a fantastic training tool. Every self storage company has a training program, but why does the training have to stop there. With mystery secret shoppers training never ends. Even the best salespeople need training on a regular basis to keep skill sharp and at a high level.

Now not all employees will welcome mystery secret shoppers as a program. Some may view it as big brother watching over them. That is fine. If you have employees that think this way then they probably need to be secret shopped. Mystery secret shoppers are supposed to bring out the best in your employees and your employees should want to be the best they can be. So if you have an employee who is not game with mystery secret shoppers, then you might want to find one who is.

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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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