Secret Shopping Can Help

Not too long ago, a young couple was looking for self storage for piano storage. The piano had been in the family for over 100 years, so it was very valuable to them. However, when they searched for self storage, they were only interested in finding the cheapest self storage unit. They called a few self storage businesses to search for the least expensive self storage unit for piano storage. Little did they know that their final decision was based on secret shopping.

The first self storage business they had called had the biggest ad in the phone book. In fact it covered an entire page. The young couple was impressed with the ad so they dialed the phone number. The phone rang eight times; they were about to hand up on the ninth, but they heard a man’s voice finally on the other end abruptly yelling the self storage business name. The young couple asked about piano storage and how much it would cost. The self storage property manager gave them the cheapest price for a 5 by 5 self storage unit. This puzzled the young couple. Why would he quote us the price for a 5 by 5 storage unit when we clearly need something bigger? So the couple inquired about a larger storage unit and the property manager told them that they would have to come down with the piano to see which one would be large enough. It was obvious to the young couple that this self storage company did not use secret shopping as a training tool. The couple decided to move on.

The next self storage business they had called was a smaller ad but from a well known self storage company. They called and asked how much it would be for just piano storage. Piano storage? You don’t plan on playing it here, do you? The young couple tentatively said no and that they were just searching for the cheapest price on self storage. The self storage manager quoted them a price which seemed really cheap to the young couple. However, they did not care for this property managers customer service skills and thought he could use secret shopping too. The couple moved on.

They saw another ad from a recognizable self storage business name and dialed the phone. A smiley friendly voice answered the phone by identifying the company and offering help. With the one sentence, the couple could tell this company uses secret shopping as a training device. The couple told the self storage call center representative that they wanted piano storage for an old piano until they moved into a bigger home. The call center representative ensured the young couple that he could find that for them. Compared to the other two self storage managers, this call center representative sounded like a pro. She informed the couple about everything that is involved with storage, including video surveillance, bright lighting, and access controlled gate. She also suggested a climate control unit for such a valuable family emblem. The couple was so impressed that they hardly noticed the price for the climate control unit was triple the price of the other self storage companies. Due to the great customer service benefits of secret shopping , the couple chose this self storage company for piano storage.

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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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