Mystery Secret Shoppers Patrol Self Storage

Are mystery secret shoppers really in the self storage business? The truth is yes, but mystery secret shoppers have penetrated just about every industry that caters to the public. So it is not surprising to see mystery secret shoppers in restaurants digging into some onion rings, at a gift shop buying a jar of some famous jam, and at a spa wearing a bathrobe waiting for the masseuse. Though they are not visible like spotting an impersonator in Las Vegas of a famous fat singer who was scrutinized for shaking his hips on national television, but mystery secret shoppers are everywhere like a snowman after a wintery storm.

So why are mystery secret shoppers in the self storage industry? The self storage industry is highly competitive. Just look around your town and count all of the new storage facilities that opened in the last decade. Whenever an industry is highly competitive like the self storage industry, you want to make sure your business is offering the best customer service possible. Otherwise, your business will lose customers to the competition.  Property managers have to sell self storage units. Units do not always sell themselves. Customers do not rent a self storage unit based on first business they find in the phone book. They shop around to see who is offering the best deal. So property managers must have great sales skills and even better customer service skills. And the best way to measure their skills is through mystery secret shoppers.

Why not measure customer service skills another way? Well, you could but to get the best analysis is through mystery secret shoppers. A property manager can always watch his employees conduct a sale and give advice based on his own observations. But there are two problems with this method. First, you are not getting the customers perspective. You see and hear what you want to see and hear as a property manager, but you do not know what the customer is thinking and experiencing. Second, you are not always going to be around to evaluate your employees. How do they act when the property manager is not around? This is where mystery secret shoppers come in. They can tell a property manager if the companys expectations are being carried through when they are at home or on vacation. Today must be your lucky day because there is a bonus third reason why mystery secret shoppers are a better method to evaluate your employees. Many property managers measure a salespersons performance based on numbers and revenue. This is not a bad method at all. But when times are slow, do you still base their performance on this method? A great salesperson might be closing all potential sales but he has very few people walking into the door and calling on the phone. Mystery secret shoppers can measure the salespersons sales approach first hand and report back to the property manager with any flaws or praise. 

One of the biggest misconceptions about mystery secret shoppers is that their job is to only look for flaws. This is only half right. Their other job is to find the salespersons strong points so they can be rewarded for their hard work and dedication. Sometimes their strong points are adopted and implemented in the training program. Many self storage businesses offer incentives and promotions based on the mystery secret shoppers scores.

So if you are a self storage owner or property manager, you should not be in shock. Hopefully, you have already seen the high rate of competition. If so, what is stopping you from hiring mystery secret shoppers?

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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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