Secret Shopping Stuff

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Go to your local self storage business and ask the property manager about the difference between a regular self storage unit and a climate controlled storage unit. If the property manager does not know then this self storage facility desperately need secret shopping. You cannot advertise that your property managers and staff are self storage professional experts if they cannot answer a simple question. Lets face it, most self storage companies offer that same amenities like security and moving and storage supplies. So besides convenience, a potential self storage customer will choose a self storage location that will help them the most with their storage concerns. And the easiest way to get property managers to perform at the top of their game is the use secret shopping as a sales training tool.

Hopefully when you hire a property manager he or she already knows the difference between a regular self storage unit and a climate controlled self storage unit. If not, he will learn quickly from secret shopping. See, secret shopping tests property managers knowledge of the self storage industry. The property manager does not know a test is taking place, so the real property manager is exposed. We get to see his ability to think quickly on his feet and how he handles odd situations. The new hire interview process can find you a good match, but it does not reveal how the new property manager will perform during live sales calls.

Secret shopping is not a way to catch and punish a property manager for making mistakes. It is a sales strategy to catch and correct errors in the sales presentation. Obviously, a self storage business hires good property managers, but even the best need a tune up every now and then. Just because you buy an expensive luxurious car does not mean it is safe from regular maintenance. They have to be tuned up regularly just like a cheap sedan. Secret shopping keeps property managers tuned up and ready for the next big sales call.

Since we started the car tune-up analogy we will continue using it for this next subject. Mechanics always carefully go over the details of a tune-up job. With the clipboard in one hand and a pen doing the pointing in the other, one by one he itemizes what was done. While secret shopping, secret shoppers do the same thing. After the sales portion of the secret shopping call, the secret shopper reveals his or her true identity and goes over one by one the property managers strong and weak points. They give recommendations on customer care and sales tips to keep their sales presentation running strong. And just like a mechanic would, the secret shopper offers to answer any questions.

If you have an established self storage business, secret shopping may not be at first a popular addition. But the property managers need to realize secret shopping is for their advantage. It makes them better salespeople and everyone should want to better themselves no matter what they do.

StorageMart Columbia St & Dunlap Milledgeville, GA 31061

Self Storage

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.