Changing For The Best

Are changes always for the best? Are they always good? What about seasonal change? Do you have any loose change? Have you ever heard the phrase about “turning over a new leaf”? That phrase is talking about changing one’s personality or behavior. It is amazing how often we either use or imply the word “change” in our daily vocabulary.

Here at PhoneSmart we are preparing ourselves for a lot of changes. With the weather and seasons changing there is an adjustment that we have to become accustomed to. Since this is the season that the storage rental industry is booming, both phone representatives and managers should take certain precautions. One is that, as the cliental increases, then so will the frustration levels. It is important for all of us to remember that it is not us that they are frustrated with, but as the temperature and the stress levels rise, so does the frustration levels. So, just be as polite as you can be and do not loose control of the conversation. Remain in control and calm and then you will be successful with any irate callers. Be prepared for the store to be full, or the information not be correct on the screens. It is possible that the manager has not had time to update the screens. It is also possible that as soon as someone has moved out that they have moved in as well. Again, remaining calm and explaining the situation will guide you through this call. Also, prepare yourself for the lovely college students and the specials that fill the stores. “Mommy” or “daddy” will be calling for their child that is going home or on a luxurious vacation for the summer and does not want to hassle with moving their household items back and forth. These will be “easy” calls and they want it NOW and no matter when the child is moving in. Using the “limited availability” will work here, as they do not want their child not to have storage and be left out.

On a different perspective with the change of the season, the attire changes as well. It is so easy to dress in “cool” attire to keep from burning with the temperatures increasing. Although the storage industry is a pretty “laxed” industry it is still important to dress and conduct yourself in a professional manner. Instead of advertising your body with revealing clothing, why not advertise your store and sell it? Present it in a way that would be as distracting as your inappropriate attire to a potential client. There is clothing out there that you can be professional and cool at the same time. Please invest in them and then save your other clothing for the outside of work activities.

Along with the seasons changing, so is the need for more people. This is a time when hiring is booming as well as the demand for storage is. With hiring people comes a group effort from all. The new ones aboard have to learn everyone and everything. However, those that are currently here have to be patient with the “newbies” and help them along. Lead by example is a huge step in the direction that we need to go with the new ones. It is like watching a baby starting to walk for the first time. Step by step and then they fall down but the good thing is that someone is around to help them to their feet and they try again, and the cycle continues. Although parents are there to guide those children to heir feet there are times when parents have to let the child get up on his own. In another words, it is okay to help the child up and even walk with them but eventually parents do have to let them go. If the parents do not let them go, then the child will become dependant on the parent and never let go. It may be referred to as tough love but the thing about that type of love is that you know that parents are there if you need them not if you want them. This theory works the same with the “newbies”, it is okay to help them if they stumble but there comes a time that you must let them go. In their times of need, a veteran (supervisor, trainer, manager, or other position held people) can be there to give them support at a distance (on a “needing” basis) only. This scenario makes the saying, “you must crawl before you can walk” very clear.

Last but not least if we cooperate and accept change accordingly, then it will leave room in our pockets for the change that will make dollars!