…but we do have_____

Welcome to the self storage blog. We look at self storage trends. One thing our call center does is to look for best practices in that help increase sales.

Let’s talk about a difficult call you can get.

You get a caller who is looking for a climate controlled unit. Unfortunately you are either sold out or you just don’t offer climate controlled at your property. You’re able to give out some information regarding your property before you have to break the news. “I’m sorry we are completely sold out of climate controlled units” or “We do not have any other properties in the area that is able to offer that at this time” or “Not sure when we will have something come open for you”. And you try to turn it around by letting them know that you do have… standard units. You get shut out again by the never ending “No, I have to have a …. So thanks anyway but it’s not going to work.”

What do you say to that?

The caller is completely convinced that they must have a climate controlled unit. Through experience I have learned that one main question can turn the entire call around without losing their interest and hanging up on you.

That being… “Do you definitely need storage?”

This question has turned around quite a few callers I otherwise would have lost. It opens up the door to find out a little more information on how important it is for them to get a storage unit. Either they will tell you “I will probably just leave it in my spare room”, or they’ll say something like “Hmmm, well, yes. I definitely need a storage unit.” There’s the perfect opportunity to give them a little knowledge so they can make a well educated decision on what to do next.

The question of the day … “If you can’t find a climate controlled unit, would you be willing to go with a standard unit?” This type of question covers a whole variety of areas of concerns. You can replace the words “climate controlled” with “drive up unit”, “24 hour access to the property”, “a property that also rents a truck”, etc. Whatever the perceived “need” is, it can be overcome with the right question. At least the right question can prolong your conversation to give the caller more information and to develop a greater rapport. And sometimes the callers will reserve a unit with you that is not exactly what they thought they needed to ensure they have something! This is particularly true when availability is tight.

“We don’t have 24 hour access, but we do have 6am-9pm access which seems to work out pretty well for our current customers, even the ones that thought they needed 24hr access.”

“We don’t have trucks for rent, but we can refer you to someone who does rent trucks.”

We don’t have a drive up unit but we do have a covered loading area where you are out of the weather.”

“… so let’s reserve this unit so that you at least have something and won’t have to worry about a unit not being available when you get here.”

Robin

Tweet This Post 

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

View admin's Profile      Subscribe via RSS