A Memorable Self Storage Call

At the call center we are trained to build rapport with our callers.  There are many ways to do this but the most obvious one is to listen to the background noises that are familiar and then comment on that such as children in the background, animals or other conversations that are going on.  The most tactful way to build rapport is to ask the caller why they need self storage.  This gets the caller talking about their situation and gives us a chance to empathize with the caller and their situation as everyone has been through situations and one should be able to relate to a situation or knows someone who has been in a similar situation.  This is not the case with the caller that I had once upon a time.  The caller began to tell me all of the things that they needed to put into self storage, which was her entire home and she informed me that she needed storage while she left for a little bit.  I began to build rapport and ask the caller if she was leaving the country or going on vacation and the answer was that she was going to jail!  I could not relate to the caller about this situation so I began to ask for a credit card to secure the unit but this was only digging a deeper hole for myself. She told me that she was going to jail for fraudulently using someone else’s credit card!  I politely invited the caller to come in as soon as she had a chance to so that the unit will be there when she gets to the self storage facility.

Written by: Angela Perry, PhoneSmart Trainer

Thanks for reading our self storage blog and behind-the-scenes view of a self storage call center.

PhoneSmart is your offsite sales force and call center in Columbia, Missouri.

Rent self storage at 5525 Balt. Nt’l Pike, Baltimore, MD 21228

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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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