A Quiet Victory

Why are some people so angry?

We receive calls from many really nice people.  There are, however, some callers who are just not ready to receive kindness or to respond to us with anything but nearly blind rage.  Maybe it is not as beautiful and pleasant where they are, as it is here, or perhaps they are living a life of not so “quiet desperation”.  We have the advantage of distance and of the wonderful training program in the call center.

Our training allows us to give accurate information on each storage facility and equips us to serve by reserving units.  We are proficient in helping a caller determine a size that will  be adequate for their storage needs and guide them to a decision.  We also have the benefit of training and support from trainers and supervisors when dealing with a testy or difficult caller.

Many times the caller is in a stressful situation and resistant to the kindness and professionalism we offer to them.  It often feels like a personal attack and we must overcome the impulse to go into defensive mode.  We must try to stay in control of the call even if that means just remaining silent until the caller has run though the litany of complaints and anger.  If you try to interrupt or even to answer it only fuels the fire.  It may take what seems like a long time for them to get it all out, but when they have exhausted themselves then you can come back in and restate what you heard to be the primary reason for the unhappiness.  Then you can offer solutions.

It has always been hard for me to understand why people get so upset about self storage.  Our Director of operations, Tron Jordheim, told me “they want what they want when they want it.”  I suppose that is the absolute truth.  I try my best to be patient and offer kindness in the face of the anger but sometimes I have to get up and walk it off.  It does however seem like a bit of a victory when they do not know that they have upset me. 

Killing angry people with kindness is a wonderful sales technique.  Today, I managed to get a credit card reservation from a woman who called in and was so angry she was nearly incoherent.  I counted it as a victory.

Written by Kay Johnson, PhoneSmart Call Center old timer.

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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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