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Customer CourtesyBy admin on May 9, 2006 | No Comments
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Angela Perry, Phone Smart call center trainer relates customer service issues in our secret shopping blog.
Sirens frightened my son when he was very young. At times, he would cry louder than the sirens. I would ask him what was wrong and he’d tell me that he was scared of the police. I was confused as to why this was- being that my adopted father was a police officer. I asked him why and he told me the “horror” stories that were passed to him from a relative. I told my son that the police are not bad; they are our friends. Of course the relative and I had a talk but the relative still stands on his opinion of the police. I asked him not to share them with my son. Over a year ago, we moved to a place outside of the city limits. The county sheriff patrols the area frequently. There is not a lot of crime. I think that this patrol is excellent as we cannot be at home every hour of the day.It was the beginning of the school year and my son and I were walking to his school. He ran ahead of me and then he froze in mid step. He turned around and walked toward me. I asked him what was wrong. He told me that the police were parked at the corner and he was scared. I asked him if he had done anything wrong. His answer was “no” and I asked if was a good boy and he answered yes. I then asked him what the problem was. People who are bad and who have done something wrong are the ones that need to be afraid of the police.As we approached the police car he held my hand. The closer that we came to the car the tighter his grip became. I finally decide to approach the deputy and I explained to the deputy the anxiety my son was experiencing. He smiled and then went over to my son. He told him a joke at first and then he asked for a “high five.” After that he asked my son if he has ever been inside of a police car. When my son answered “no” the deputy took him by the hand and showed him the “TV” that was in the car. He demonstrated how the CB worked with the dispatcher. He did explain that by breaking the rules, which are known as laws, you will get a tour of the back seat. He explained that the reason he is out so early is to enforce the speed limit law in a residential area so that children do not get hit. He continued to talk with my son and then finished walking us to school. In the end my son was ecstatic that the police car had a TV and a radio in it and that he walked him to school, as no other child got that privilege.In the end, I thanked the police officer, wrote his name down, and reported this act of kindness to his superior. Now my son does not have the fear of police and realizes that they are here to help us. The police officer’s actions took a few short moments. His positive actions will have a lifetime positive effect on my son. We should be prepared to extend this level of courtesy and service and leave such a positive impression on our self-storage callers, secret shopping, and property management!PhoneSmart Your Offsite Sales Solution
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Price Concerns- How to overcome them…By admin on April 28, 2006 | No Comments
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I was secret shopping a mobile storage company today. My scenario was that I was moving to a smaller apartment about 30 miles away and needed to keep some things in the storage vaults in the mean time.Being that mobile storage is unique, I was pleasantly surprised to hear the managers explain the details so well. The one thing that did make me gulp was the delivery and redelivery fees associated with things. OUCH! Perhaps a little buttering up of the customers on their part could’ve readied me for the charge.If you find yourself trying to overcome this battle try to spin a positive light on it. Say something like, “If you go with conventional mini storage, once you’ve rented a truck, paid the mileage, paid the flat fee, and then fill up the monster with gas you’ll have spent way more time and money that it’s worth. That’s why we are the easiest and most economical choice. We’ll save you the hassle of jumping though all those hoops and take things right off your hands.” (or make some sort of spiel to this effect)By the time you’re finished your callers will thank you for charging them so little to take the stress and work off their hands. Give this one a try.Self Storage Blog A diary of the self storage industry
PhoneSmart Your Offsite Sales Solution
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Sales training for self storageBy admin on December 28, 2005 | No Comments
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For those of you who run self storage facilites, you might want to consider using PhoneSmart training to boost your shopping scores. Here is a blurb for you…
PhoneSmart is an off-site sales force that sells rental space for our clients when their leasing and rental agents can’t take a phone call…
We get a lot of practice selling self-storage. We think this could be of value to you.
PhoneSmart has developed a selling system that seeks to drive as many people as possible to the stores they called in a brief and professional manner.
Wouldn’t your organization benefit from our experience?
• “The actual training is more specific than I thought it would be; it is helpful to discuss concerns and assurances. The interaction with others in the industry is helpful as well to hear what others are doing.”
• “Praiseworthy: the “spousal” concern turnaround…”
• “Expectations were what I had anticipated. Some good interaction among the group.”
• “Expectations: met. Gave good ideas for structured methods for sales. Positives: understood methods, easy to follow.”
• “It was good in that it covered all the components of the call and put them together.”
• “Techniques helpful and good info.”
• “Liked “price stalls” ….overcoming those responses.”
• “Good ideas from trainer and other companies. Valuable information for all companies…”
• “I also learned better closing techniques and price stalls, price concerns and objection techniques that will help me close better and faster.”
• “I did expect that you had a sales process that was proven, but your calls really put your success into perspective.”
• “Tron’s expertise is valuable.”
• “I simply expected today’s seminar to be a creative pep talk. I was both surprised and pleased to learn new methods to address specific situations while selling to customers over the phone.”
• “The seminar was also conducted very professionally and I picked up a lot that I will implement at my facility.Selling Self-Storage Seminar
Contact us for the next seminar Or schedule an on-site session For your company!
For details call Tron directly at 1-866-639-1715• This is a great day (day makes sense, but should this be way?) to hone your selling skills.
• PhoneSmart Director, Tron Jordheim will lead a “Selling Self-Storage” seminar.
• Learn the PhoneSmart training system in a one day intensive session.
• Learn to drive more people to your store.
• Learn to dramatically increase your closing percentages.Topics include
• Sales 101
• The Rule of Thirds
• The Basic Questions
• Building urgency
• Take your prospects off the market
• Get commitment
• Role Playing -
New Phone-smart.info designBy admin on November 11, 2005 | No Comments
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Have you seen our new PhoneSmart web site?
We did a redesign so it is more user friendly. Take a look at it when you get a minute and let me know what you think
The address is www.phone-smart.info
I get to hear the names of a lot of storage businesses. I heard one recently that really tickled me. It is called “Cram-a-lot”. Every thing is decorated in a “King Arthur and the knights of the roundtable” theme. Pretty cute, eh?
Thanks
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