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I wanted to take a minute to brag about our sales reps at PhoneSmart. I also want to brag about our training and mentoring staff. Why? Because in the month of May, 2007, we had one of the best ratios of credit card reservations per store client than we have seen in two years. What is going on here? We do not think that rental demand is super strong, nor do we think this year’s busy season is tremendous compared to others. The mix of self-storage stores we answer for has not changed dramatically. We answer for many of the same self storage facilities today as we did four or five years ago.

I think the answer is that our seasoned sales pros, many of whom have been with us  three or four years or more are just getting better all the time at building value in the self storage properties they talk about and in helping callers make a decision. I also see our new reps and our trainees becoming much better much faster than ever. This is due to the experience and expertise of our training and mentoring staff.

Some people think that running a reservation center, especially a self storage reservation center, does not require sales reps with high levels of skill. Some reservation centers keep their wages low and use only entry level people and low skill people. The results show that the higher the skill level, the higher the success ratios. When every rental inquiry could mean a $50 to $250 a month renter who might stay 6 months to six years, every call is worth a small fortune. Why would you let unskilled phone reps go anywhere near those calls?

Our training and mentoring staff at PhoneSmart is second to none. Out sales reps, even our rookies, are some of the best anywhere. I wish we were a baseball team, because we would be World Series bound! But lucky enough for our clients, we are not a baseball team, we are a team of experts who create profit from more self storage phone calls than ever.

Written by Tron Jordheim, PhoneSmart Director

Thanks for reading self storage blog and inside view of a self storage call center.

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

Rent a self storage unit at 8401 Contee Rd, Laurel, MD 20708

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Customers are what make just about any business function.  Without customers, there would not be any businesses running.  We all either give customer service or receive customer service in one form or another in this life.  Being that a large sum of my work involves customer service, where I offer customer service, I need to make sure I offer the best customer service I possibly can.  Offering customer service and offering the best customer service is what sets a business apart from the rest.  Customer service is the primary determinant of the quality of service that a company delivers. Working for an inbound call center, the type of customer service we offer can either further us or it can take us down.   A good customer service practice in our environment, since we focus in self storage, is to let the customer think they are in control of the situation as they are speaking to us.  They are the ones who called needing storage, and thus they will assume they are making the decisions.  While they somewhat are, we can also sway them into reserving because of the availability. Hiring the right sort of people to work in customer service is also crucial.  If you don’t hire the right sort of people your customer service needs will not be met.

Written by Carmen Huff

Thanks for reading our self storage blog. We sell self storage for you.

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

Rent self storage at 1900 Emerton Rd, Bel Air, MD 21015

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Operator: Thank you for calling 00 Agent Storage, my name is moneypenny and how can I help you today?
007 – Yes, the name’s Bond – James Bond.
Operator: Ah yes 007, Q informed me earlier that you would be ringing us here shortly after tea time, what can we do for you old chap.
007: First of all you can knock off the accent, I know you’re a yankee in a call center, and I have had about enough of your mockery. Remember I have a license to kill and operate a fork lift, and I’m not afraid to use both at the same time. Also you may have noticed that in my movies there is always some American who refers to me as Jim, Jimmy, or Jimbo, and I would prefer that.
Operator: You got it Jimbo, do you need a storage unit?
007: Yes, I will be needing it immediately.
Operator: Sure thing Jimbo,  And did Q add our location to your homing beacon on the GPS doohickey in your BMW,
007: Indeed, although as usual Q told me not to crash it, so I did. That man will just never learn that these movies simply won’t sell if stuff doesn’t blow up.
Operator: And do you know what size storage unit you will be needing?
007: No, perhaps you could help me with that, I have some grenades that look like pens, a briefcase with top secret documents that actually looks like a rubber ducky, and 200 vodka martinis.
007: Speaking of martini’s will my storage unit be shaken or stirred?
Operator: Neither, we never shake or stir our units.
007: Why not? How am I supposed to shake 200 vodka martinis all at the same time?
Operator: I believe Q has come up with a device for that and codenamed it “Shakira.” Anyways, I’m showing that I have a unit available that should fit everything perfectly, I will reserve it for you now, the unit number is 007.
007: That’s odd, do you have over 100 storage units there?
Operator: No, but at this point I figured you would be used to ironic detail. So it looks like you’re all set, did you have any other questions?
007: Yes, I’m going to sabotage a commie aircraft carrier this evening, care to join me later on, there is always a secluded cabin or occasionally a raft at the end of all my movies.
Operator: Sorry Jimbo, but I’m immune to your accent, you should know that by now.

Written by Sam April, PhoneSmart’s most creative mind.

Customers often get off the track of our sales script. Here is an amusing example of how you can lead them back onto the path and close the sale for them by keeping their specific needs in mind.

Thanks for reading our self storage blog. Selling self storage is what we do.

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

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Sometimes Mother Nature lands a blow that we can only accept and do our best to sruvive.  Here in the call center we are given the very best information available but sometimes we are just caught unawares.  On a particular evening a lady called in screaming and shouting.  It took several minutes for the operator who took her call to even get to the bottom of her anxiety as she was out of control.  He tried really hard to calm her but she would not settle down.  The manager of her self storage facility had left a voice mail message that he needed to speak with her about something important.  She was in an inconsolable state of rage.  My coworker tried to mollify her and tried to get her name and phone number for nearly 40 minutes.  Exhausted, he turned to me and asked if I could take over.  I took a deep breath and waded in.

Her rage was not proportionate to the situation.  She screamed and screamed that her whole life was ruined if her things were damaged.  She demanded the manager’s home telephone number.  We had no contact information other than the store business line number.  When I explained that I was at a sister facility, a reservations center, she again screamed at me, Oh yes, take the money and then to Hell with the customer!  I bet that manager has stolen our things and run off to another state.  I really wanted to suggest that she be sedated but that would not have been appropriate.  She screamed and ranted on and on accusing, threatening, cursing and shouting.  No matter what answer we gave or what offer of help we suggested she tried to turn it to another argument in the manner of a stereotypical mother-in-law on a popular TV series. She finally decided to call the home improvement business next door to the storage facility and was advised by their staff that there had been some flooding and water damage.  She called again screaming and shouting.  Three of us tried to calm her and get through to her that we had no after-hours numbers at all.  We were grimly determined to be well mannered and kind to no avail.  She was going to shout through the night.

I apologized for her upset and her anxiety but planted my feet and would not budge on the fact that we were not going to be abused any further.  She did not call back that evening but did call the next morning screaming and cursing at the morning crew.

What could have brought this situation around?  I can honestly say that after 43 years in customer service that I do not know.  Perhaps if the manager had advised her of the problem she would not have been so upset but something tells me that no matter how it was handled it would have ignited the same firestorm.  There are just some people who are not happy until any situation is drowning in high drama.  I feel sorry for them because they cannot see how much easier life would be if they would just treat people reasonably.  I feel sorry for the store personnel who had to deal with her the next day.

Ninety nine percent of our callers can be reasoned with but some cannot.  Such is life in customer service and the storage business.

Written by Kay Johnson in the PhoneSmart call center.

Thank you for visiting our storage business blog an insider view of the self storage industry.

We are PhoneSmart you off site sales force call center in Columbia, Missouri.

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With my sales experience, I have seen many different sales strategies. There are probably so many strategies in my head that I get the choice of which ever ones I think will work best with that customer. One strategy I found works is when I am introducing myself and I ask for their name. Simple enough, right? However, it has one of the biggest impacts on the rest of the sale.

Yesterday, I was selling an older couple some appliances for their kitchen. They were talking with another one of my associates and then some how I was introduced into the conversation. After our introduction, I knew their names and could start using that to build rapport with them and talk to them as if I have known them for some time. 

They ended up spending a lot of money with me because they said that no one has ever talked them as I had, as they were looking to buy something. Everyone else they had talked to that day did not take the time to ask them for their names or even ask questions to find out what their needs are. I was elated.

What is in a name? A relationship. Now, when that customer comes back in, I know them by name and I can welcome them back in to my store. The same thing goes for self storage. Start the conversation with a name and start talking to them as if you know them. Try it and see how comfortable customers/callers get with you and how it affects your business financially.

Written by: Joel Little

Thanks for reading our self storage blog. We put sales and self storage together.

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

Self storage is conveniently located at 1310 South Enterprise, Olathe, KS 66061

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Since giving birth almost a month ago, I’ve had a terrible headache every day along with intense stiffness and pain in my neck and back. I suppose some of the stress and hormone changes, topped off with allergy season doesn’t do me much good.

Natalie and I were discussing our mutual disdain for the headaches we were having and she said she relieved hers by getting a massage. I immediately thought that was exactly what I needed to do, so I called her massage therapist and got a booking for that same day.

I am so incredibly relaxed now. All the knots are gone and so far, I’ve had no headache today. (Thanks Celeste!) Her rate is $60 per hour and she recommends going once a month. Of course, Joel thinks she only recommends that because she wants to keep making money. Honestly, I don’t even care if that’s the reason, she’s got a loyal customer in me. The truth is, a knot-free back and neck, along with that hour that I can claim all to myself with no diaper duty and just relax and be pampered, is well worth $60.

There are a few things in life that are worth a little extra expense. Self storage is one of them. Self storage allows you to have some breathing room in your own home. Imagine how much stress you can relieve when you don’t have to make sure the door is shut to your spare bedroom before company comes over. Imagine how much extra money you can make when selling your home because you cleared out the garage and put the extra furniture away. Just think of all the things you can do with your kid’s room once they’ve left the nest. Close your eyes and pretend for just a moment that you can actually park your car in the garage.

You don’t have to look far to find a reason for self storage. Call us today and we’ll help you on your way to pampering yourself.

Written by: Sarah Little, TQA Executive and Blog Editor

Thanks for reading our self storage blog. We put sales and self storage together.

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

Pamper yourself with storage at 195 Southwest Blvd, Kansas City, KS 66103

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The call center is busy this evening.  The end of the month is coming and all of the people who have put off getting a storage unit are now starting to try to get one.  For the next week there will be fewer requests for a quote on a unit needed in 3 months and more people needing one tomorrow.  The busy spring season is upon us and there are several storage facilities starting to be sold out of popular sizes. One caller this evening was very angry with me as he stated that he had checked in 2 weeks ago and the store had small units for $29.95 per month.  The smallest unit available today was priced at $42 per month.  Somehow he seemed to feel that I was lying about the price or perhaps hiding the $29.95 units for some underhanded purpose.  It tried to maintain a professional demeanor while explaining that those units had been rented. (I wanted very much to tell him that he should have taken it when he had the chance, but that would not have been acceptable)  He told me that I was worthless and I thanked him for calling.  He cursed and hung up.  Many callers later, a lady called and had a fit about the price of a unit.  The calls in between were from better mannered people who made most of the evening pleasant.  I even took a call from a competitor with our client store checking price comparisons.  I asked him if he had anyone catching his calls and he said no;  I told him to check us out because he could be missing a money-call as we were speaking.

I am not certain that we have been close to sold out so early before.  I have been taking calls in the PhoneSmart call center for nearly 3 years now and every spring seems the busiest.  Each spring has had its own challenges.  We have survived cataclysmic natural disasters that created need.  College semesters will soon end and students will be going home while graduates will be moving on to new lives.  We are still having troops deployed to combat zones (pray for them all), people are selling homes and remodeling homes, marriages are breaking up and newlyweds are consolidating households.  It is hard to say how busy the self storage business can get.

PhoneSmart is gearing up for a very busy upturn in business.  New people are being trained and put on the phones, new departments and services are being added.  We have experienced a remarkable growth from the original 2 or 3 people on the phones to the 35 now on the roster.  There is construction and remodeling to add new workstations and facilities.  I have seen many changes in the past 3 years but this expansion is the most exciting.  We are ready for the future in storage trends and ready to partner with you to help turn your missed calls into profit.

Written by Kay Johnson PhoneSmart call center customer service specialist

Thank you for visiting our storage business blog an insider view of the self storage industry.

We are PhoneSmart your off site sales force call center in Columbia, Missouri.

Self storage is waiting for you at 640 SW 2nd Ave, Miami, FL 33130

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Doing three things at once.

There was a time when it was called doing more than one thing at a time now it is called multi-tasking. I have always appreciated working in a situation that was not doing the very same thing over and over, all day long. There are people who do production work and love it. They do very well operating a punch press or sewing machine. I have always thought that they had more discipline that I have because even running a copy machine for more than 20 minutes gives me the jitters.

For this reason, I am very happy in the PhoneSmart call center. First of all, there are the callers seeking information about storage facilities. These calls are like an ever-changing tapestry. There are those who are nice and those who are not. There are those who are angry, bitter and really upset because they have been evicted or broken up with a spouse. There are those who are so happy because they are starting to remodel or they are moving to a new location. There are as many reasons why someone needs a storage unit, as there are people. We have to be ready to offer congratulations and sympathy, to develop a rapport with them, while controlling the call and moving them toward a reservation in our best professional manner.

We field a variety of questions about gate hours and services. In addition to those out-front tasks there are a variety of other things required to keep call center communications up and running. Each shift there is someone who keeps track of the printed records of our calls to make sure that all of them went through as they should and communicating with the store so that they get all the important information.

There is a web site chat line called live 2 support. When I am assigned to that, I answer questions in a live chat situation while taking calls. In addition, we take quite a few Role Play Helpline calls, which allow store managers to call us for training on their sales techniques. There is also the Secret Shop program. This may sound hectic but it keeps us energized and excited. There is never a dull moment here. We are on our toes with up to the minute information. We have the very best sales techniques to help our client’s stores enjoy the sales increases.

We have all of our different hats on and are ready to shine during the busy spring and summer seasons.

Written by Kay Johnson, PhoneSmart old timer.

Thank you for visiting our business blog an insider diary of the self storage industry.

We are PhoneSmart your off site sales force call center in Columbia, Missouri.

Get started on your spring cleaning with storage at 111 Danbury Rd, Wilton, CT 06897

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Glennetta is one of our call center part time evening college student employees who is studying to be a lawyer.  She is typically quite reserved and hasn’t been with the company very long.  Yet she certainly puts into place, all of the sales techniques that she’s learned since she’s been with us. One evening she took a call from a woman who needed to rent a self storage and she did just that.  Over the next 14 minutes, Glennetta helped her determine the size of a unit that would work for what she needed as well as answer other numerous questions that this caller had.  She wanted to make sure that they understood the storage unit process and took full advantage of Glennetta’s expertise.  To Glennetta’s surprise, at the end of the call, the customer asked to speak to her supervisor so they could “tell them what a fabulous job she did”. 

She told the supervisor:
“She did an amazing job.  I’m a manager for Nordstrom’s and she was so… there’s a difference between friendly and being warm, and she was very warm. It was actually a really nice experience to be on the phone with her.  She just had this warmth to her where you felt kind of connected, especially for speaking with a total stranger.  So I just wanted a supervisor to acknowledge her for that. She did a fantastic job… She was a sweetheart!  Glennetta was very warm and did a great job”.

It’s encouraging to get complimented like this and especially by a “total stranger”.

Written by: Robin Turner, Call Center Manager

Thanks for reading our self storage business blog. We know sales and self storage.

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

Self storage is waiting for you at 16825 Tye St. SE, Monroe, WA 98272

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The other day, I had to call my cell phone company to ask them a few questions regarding my bill. It was a terrible experience. First, I was on hold for what seemed like forever, it was really about fifteen minutes. Second, I was transferred to three different people before I finally got a hold of someone that could help me. Third, the representative that I spoke with was extremely rude. I was not happy with my calling experience.

I am glad that when self storage customers reach the PhoneSmart call center; their experience is generally pleasant. Our sales representatives use sales techniques that ensure callers are provided with all the information they want or need. They also do everything in their power to complete a reservation for PhoneSmart clients. The clientele that Tron and the rest of the PhoneSmart team work so hard to attain and retain are paying for quality call center service. I know that on one or more occasion, clients have switched to other call center services and then returned to PhoneSmart; the quality of other call centers just does not compare. I am glad that I am working for a company that has a reputation worthy of its services.

Written by: Shauna AuBac, outbound call specialist.

Thanks for reading PhoneSmart’s self storage blog, a diary of the self storage industry.

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

Reserve your storage space at 103 Stone Mill Rd, Lancaster, PA 17603

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