» Self Storage

“Would You Like Fries With That?”
By admin on June 29, 2006 | 1 Comment

Warning: gzinflate() [function.gzinflate]: data error in /home/secretsh/public_html/wp-includes/http.php on line 1787

Written by Angela Perry, trainer, phone rep and a women on a shopping mission.

Welcome to our secret shopping blog, an inside peek at mystery and secret shopping.

Over the weekend I went to Chicago. It was a great trip and I enjoyed myself. I found myself critiquing the sales personnel at the local stores.

The sales lady behind the counter asked me if I needed anything else to go along with my purchase. This is the same thing that we do as sales people in the storage industry. After the caller has reserved a storage unit, we ask them if they are in need of any boxes or other moving and storage supplies. In essence we are saying, “Do you need anything else?”

When I go to the fast food restaurants they have their special way in asking if we need anything else as well, but they do one more thing that is neat to hear them say. They ask if we would like to upgrade your current order to the next size. To convince us as customers to upgrade they use the key phrase “…for ONLY twenty-nine cents more.” Our mind as customers registers the value of the extra food for only twenty-nine cents for A LOT more food…what a bargain!

This is the same that we could do with storage. Of course you do not want to ask them if they want to upgrade to a larger size unit because that would be more than the twenty-nine cents. However you can suggest the moving truck if applicable or move in service that is available. Think of it like this what can you offer a customer to make their order complete? More than likely a customer is going to want a drink if they order a burger or fries, so in this case the drink would complete the order. The same type of thinking can work for storage…if the caller gets a large unit and the store has a free move in service then offer it to them to ease what they think of as the head ache of moving. The free move in service will complete their order.

PhoneSmart Your Source for Lead Generation
Total Quality Assurance Services Your all in one Quality Assuarance Portal
Storage Concierge Helpful Storage Information

Tweet This Post
Turn Offs
By admin on June 19, 2006 | No Comments

Warning: gzinflate() [function.gzinflate]: data error in /home/secretsh/public_html/wp-includes/http.php on line 1787

Robin Turner, Phone Smart call center manager speaks out about telephone greetings

Welcome to the Phone Smart call center blog. We give an inside view of the secret shopping industry.

How do you feel when you call a business and the greeting you get is a simple” Hi, how can I help you?”

I’m not sure about you, but it just doesn’t sit well with me, especially if I’m not sure I dialed the right number. I have to go out of my way to ask if I called the right store. The impression that I get with these employees (businesses) is that they really don’t want to be there. They don’t want me to know who they are or what store I’ve called in to.

My first question is usually “Did I dial Xyz store?” They answer with a simple “yes”. Now I’ve got to go out of my way again and ask whom I speaking to. I shouldn’t have to do that. They should tell me up front. It may sound a little picky. But when a caller calls into a business, they want to feel as if they are special. They want #1 customer service with a smile. They don’t want to feel like the person answering the phone is trying to hide something. The caller shouldn’t have to feel like they are the ones having to try and “work” the call, or feel like they are bothering the employee.

It makes a big difference on how you answer the phone no matter where you work. Some businesses have come up with some really clever ways of answering the phone. Sometimes they will add a special to the their greeting or something else that catches the callers attention. So the next time you answer the phone, spice it up a little. Be enthused to get their call. Sound like you “want” to help them.

PhoneSmart Your Source for Lead Generation
Self Storage Blog A diary of the self storage industry
Property Management Blog The ins and outs of property management

Tweet This Post
Smile Someone May Be Listening
By admin on June 15, 2006 | No Comments

Warning: gzinflate() [function.gzinflate]: data error in /home/secretsh/public_html/wp-includes/http.php on line 1787

Dana Shields lead supervisor in the Phone Smart call center gives some good advice

Welcome to our blog. Phone Smart offers an insider view of the secret shopping industry.

It is really important to be smiling when you are on the phone with a customer. A smile makes the customer feel better. It makes them think you care about them and their needs. It also makes the call go smoother…. If you are smiling on the phone and if you come across a difficult situation you can get through it better with a smile than sounding down, low-keyed or just sluggish. Sounding like that makes the customer think you really don’t care and more than likely they will go elsewhere. But if you’re smiling it will make them think you do care and they will be patient with you. And the Call will go much better.

I really have found this works it is almost like killing them with kindness, which I have, always practiced. I have what I call my phone voice. No matter what I feel like I always answer with a smile and try to keep that thought the call…

Let me give you an example. I was yelling at my teenage daughter and the phone rang I answered it, when I got off the phone, my daughter said “ouch!” “How come you talked to them all nice and you are yelling at me”? I said, “That was my “phone voice. It’s automatic. Now when I answer the phone whether it be at home or at work, I smile”. Then I continued yelling at my daughter; after all she is a teenager.

But most of all remember a smile makes them feel better but it will also make you feel good.

Self Storage Blog A diary of the self storage industry
Property Management Blog The ins and outs of property management
PhoneSmart Your Offsite Sales Solution

Tweet This Post
If All Else Fails
By admin on June 14, 2006 | No Comments

Warning: gzinflate() [function.gzinflate]: data error in /home/secretsh/public_html/wp-includes/http.php on line 1787

Julio Montes Evening Supervisor at the Phone Smart Call Center relates his experience with getting customer information

Welcome to the Phone Smart Call center blog. We are the secret shopping insider diary

There is something I have been having problems with and hopefully this will shed a little light to those other people having the same problem. I have taken calls where for some reason we haven’t been able to accommodate the customer’s immediate needs (i.e. no climate control units available or the location was too far). Instead of pursuing the customer’s information, I left the situation as we couldn’t help them and let that business go. Robin, call center manager here at PHONESMART gave me some good advice to help at least change that call in to a call where we can at least get their information. Basically just because our location wasn’t able to help them out, that doesn’t necessarily mean that the other places they call will be able to help either.

What if because of the time of year it was, the other places were in the same boat. No climate controls were available anywhere, or the closer facilities didn’t offer what the farther one did. We can at least get their information and in case the other places weren’t able to help, we still could. Not only does that give the customer a little bit more peace of mind that we can still help if no one else can, but that also shows that we want their business.

Self Storage Blog A diary of the self storage industry

Property Management Blog The ins and outs of property management

Self Storage Search Engine Self Storage in Louisiana

PhoneSmart Your Source for Lead Generation

Tweet This Post
Technology and Its Benefits
By admin on June 13, 2006 | No Comments

Warning: gzinflate() [function.gzinflate]: data error in /home/secretsh/public_html/wp-includes/http.php on line 1787

Chris Hires Phone Smart Call Center Operator and Reservations specialist takes us to the lighter side of irate customers

Welcome to the Phone Smart blog an insider view of the secret shopping industry

But I’m not there

Technology is a funny thing. It allows people like me to sell a storage unit to a person who is thousands of miles away (currently, the farthest I’ve made a sale is Hawaii, but I’m hoping we pick up some facilities in China soon…). It allows me to communicate with a person as though they are standing in front of me, and it allows you to read this blog. Unfortunately, technology does not allow me to be at the actual property that the customer has called (that is, unless they have called the one property where we happen to be located). This problem of not actually being there on the property creates some interesting scenarios.

“No ma’am, I’m not there at the facility, I’m at a sister facility. You got transferred to me because they were unable to get to the phone in the office.” I say in a kind and gentle voice.

The caller replies, “Ok Chris, I know this isn’t your fault, but that’s the stupidest thing I’ve ever heard in my life.”

Sometimes people are shocked that you aren’t there. I try to explain and help. “Yes she is in the office. No, she’s not available. No, I can’t just go tell her something for you, I’m not there.” There’s a certain amount of trust that comes with talking to someone on the telephone. You assume that because you dialed the correct number that you have been connected through the great and mysterious electronic superhighway to the actual location. This is just supposed to be how it works. So when a person in Los Angeles calls a facility down the street from their house, and then realizes that they are not speaking to Jim Storeowner but rather a 20-year-old kid in Missouri who presumes to know the answer to every question they have about the facility in LA, this seems to mess with peoples’ heads. It’s sort of like finding out about Santa Claus. Do you feel deceived? Yes. Do you still get presents? Yes. So just get over it, so I can sell you a unit and we both get what we want. Yeah, I’m in Missouri, but I’m a smart guy and I’ve got this computer that tells me basically everything I would need to know about the facility you’ve called. Well, except about the trucks. I have no information about those.

…Or the boxes.

…Also I have no idea what side of the street it’s on.

…And no, I can’t look at your bill and tell you how much you owe.

…But I can tell you how much a 10×10 costs! And isn’t that why you called me in the first place?

Self Storage Blog A diary of the self storage industry

Property Management Blog The ins and outs of property management

Self Storage Search Engine Self Storage in Utah

Tweet This Post
Cupcakes Take The Cake
By admin on June 7, 2006 | No Comments

Submitted by Angela, trainer, call center rep and dedicated mom.
Welcome to PhoneSmart’s secret shopping blog, and inside peek at secret shopping, mystery shopping and customer service issues.

With my son’s birthday approaching faster than what I would like, my frustration level is increasing. At the last minute I remembered that I wanted to save some extra dollars so I elected to bring my own cupcakes instead of using the cake that was provided by the location of the party. His birthday is Saturday and today is Friday and I ordered them today. The lady that answered the phone was very friendly. She detected my frustration, and asked me when I needed the cupcakes. I laughed and replied tomorrow. I began spilling my guts to her about the hardships that I have had with the party and my car. I laugh now mentally because this is exactly what our customers do to us when we are on the phone. It was quite amusing. But after I told her more information than I know she cared to hear, she explained to me that there was a 24 hours notice requirement for the cupcakes to be picked up. At this point I sighed but I understood. She then told me that she could have them ready tomorrow by 8:30AM and I was happy. I went on and on thanking her and telling her how much I appreciated it.

Again, I began to ramble about the time of his party and then having the number of kids and on and on. She empathized with me, as she is a mother as well and told me, “No matter how much one prepares for the party something always goes wrong.” I smiled and said,” Thank you.” She then gave me her name and told me that she would try to let me sleep in so I could call her at the end of her shift and she will try to get them ready for me to pick them up today. I thanked her over and over and I was really appreciative of her efforts even if I had to pick them up tomorrow morning.

This high level of customer service will leave a lasting impression on me, as I will remember that when I was frustrated someone tried to eliminate that frustration. I truly believe that she went above and beyond! So Anna at Wal-Mart we thank you!

Property Management Blog The ins and outs of Property Management
PhoneSmart Your Source for Lead Generation
Self Storage Search Engine Self Storage in Kentucky

Tweet This Post
Welcome to the Phone Smart blog
By admin on June 5, 2006 | No Comments

Angela Perry Phone Smart Trainer illustrates the rule of thirds

Welcome to the Phone Smart blog and inside view of the self-storage industry

1 out of 3, 33.33% or the rule of thirds

In our call center training we learn to practice the rule of thirds. We know that a certain law of averages applies to sales and to our callers. The 1st third is the group that is going to buy from you and no power on earth will stop them unless you just refuse to take their reservation. (If you refuse they might possibly call back and reserve with someone else). The 2nd Third is the group that is NOT going to reserve with you no matter what you offer. They are generally just curious about storage and perhaps are having a slow football evening they have to do something to pass the time .What would be more fun than calling with multiple questions abouit self-storage? The 3rd third is the group that will reserve but you will have to sell the store and get all five agreements. They are not going to fall in your lap and are waiting to be led to the decision. This rule of thirds, much like the Bell curve can be applied to other life situations.

One weekend my son and I were on an outing with friends and their children. The children played as the adults watched and chatted. Soon lunchtime arrived, and we sought an agreement on the meal. There was a lengthy debate and although we decided to eat in the park we then also needed to decide what to eat. Two of the adults chose one restaurant (we will label this group the 1st third), they wanted to get along and were willing to compromise to get along. The other adult chose another restaurant (we will label this person as the 2nd group of thirds). That person was determined not to budge on his choice. Then there were the children. We will call them the 3rd group. They had a unanimous agreement different from the two other choices. The 2 adults outvoted the one but we had to sell the children on accepting our choice that we wanted. We asked for agreements.“What do you want?” “How soon do you want it?” The children were a much harder sell than most of our self-storage callers. We had to really work to get their business.

With self- storage and the situation just related, everything starts with need. Each caller is seeking information about storage and throughout the call we sort him or her to the thirds. Sometimes we manage to shift them from one of the thirds to one more favorable to our clients and to us. As with our task of leading the children to an agreement for lunch our task is to lead the caller to make the desired decision.

Self Storage Blog A diary of the self storage industry

Property Management Blog The ins and outs of property management

PhoneSmart Your Source for Lead Generation

Tweet This Post
Customer Care
By admin on May 30, 2006 | No Comments

Warning: gzinflate() [function.gzinflate]: data error in /home/secretsh/public_html/wp-includes/http.php on line 1787

Ronald Smith a call center representative at the PhoneSmart gives insight on issues in customer service

Welcome to our Secret Shopping blog, an inside peek at the secret shopping and mystery shopping industry.

The number one complaint about customer service representatives is that they seem not to care about helping the customers. The perception is that callers have to wait too long to get to customer service or there isn’t a customer care department in place to take the complaints of callers.

According to the website my3cents.com, the airline industry, Dell, and cell phone companies lead in these type of complaints. There are several ways to improve on this perception.

In our organization customer service is our number 1 priority. Our training program here makes it known to us that excellent customer service is our goal. There are just some of the things that I have noticed when I have call customer service numbers in the past. The first thing I believe the customer service industry can do is to make sure that the company as a whole has a commitment to quality customer service. At our company, we try not to keep the customer waiting for a long period of time. There is nothing I hate more is waiting for someone picking up the phone. I especially hate waiting when I have an emergency or immediate problem I need to deal with and the annoying music doesn’t help me any. I believe that every company, especially a highly competitive industry as self-storage should have a list of managers or a central number where customers can call and voice their concerns or complaints.

PhoneSmart Your Offsite Sales Solution
Self Storage Blog A diary of the self storage industry
Self Storage Search Engine Self Storage in New Hampshire

Tweet This Post
Why do you need a secret shopping program?
By admin on May 26, 2006 | No Comments

Warning: gzinflate() [function.gzinflate]: data error in /home/secretsh/public_html/wp-includes/http.php on line 1787

Written by Natalie Thomas, ultimate secret shopper and tech savvy chick

Welcome to our secret shopping blog, an inside peek at secret shopping and mystery shopping.

I was in a webinar yesterday with the MSPA (Mystery Shopping Providers Association), to which we are a member. It provided an interesting view on why your business could improve your brand and the bottom line. Basically, David (President of the MSPA) said that first you need to identify areas your business needs to improve upon. This can usually be done with customer surveys, comment cards, etc. Then use the information gathered to set up your secret shopping program. Pick just a few items and work on those areas. Set up the secret shoppers to “shop” these specific areas. By improving a few areas at a time, your brand will increase and your bottom line will increase also. This is great advice to any of you out there in business land that do not have some kind of secret shopping or mystery shopping program set up.

We here at PhoneSmart currently specialize in secret shopping of self storage, apartment communities, senior living and senior care facilities. Once we have completed a shop, we evaluate the call and send the information back to the company. Hopefully, our customers are using the information provided by us to help their bottom line.

PhoneSmart Your Offsite Sales Solution
Self Storage Blog A diary of the self storage industry
Self Storage Search Engine Self Storage in Alabama

Tweet This Post
Rewarding Benefits
By admin on May 22, 2006 | No Comments

Warning: gzinflate() [function.gzinflate]: data error in /home/secretsh/public_html/wp-includes/http.php on line 1787

Mary, a newbie PhoneSmart call center operator speaks out about the intangible benefits of her job.

Welcome to the PhoneSmart blog and insider diary of the self-storage industry.

Have you been thanked by customers who were glad you could help them? Isn’t it a rewarding feeling just knowing that you made someone happy? I just love it. I feel like I’ve done my job knowing that I have assisted someone.

When I speak with a customer I am pleasant (I smile), knowledgeable (I read the screens), and concerned about the caller’s convenience (location, timing, amenities, size and type of unit, price and specials, those wonderful agreements). I listen to the caller and find out what his or her needs are so that I can help to the best of my ability. If the caller has no experience with storage, I go a little slower and am very thorough. Callers seem to appreciate it and it helps them to understand how everything works. I try to bring them into the comfort zone especially since they may be hesitant due to inexperience with storage.

I receive calls from current tenants as well. They call about other things such as billing, office hours and other concerns they may have. I help them the best I can and remain professional with them. I want them to have a good experience as well, because people talk to others about positive or negative situations. And sometimes, those people talk to others and so on. I’d rather see positive feedback than negative since it can affect several aspects of this business.

For more information about attending a seminar hosted by Tron Jordheim, director of PhoneSmart, click on the link below.
Inside Self Storage Expo in Reno See Tron Jordheim

PhoneSmart Your Source for Lead Generation
Property Management Blog The ins and outs of Property Management

Tweet This Post

» Self Storage

Categories

Pages