Customer Service Means Knowing Your Customers

I think it is sometimes unbelievable that we do not ask callers or customers for their names when we are trying to provide great customer service. I see and listen to my associates and self storage managers go through their whole presentation without even introducing themselves or gaining the customers name. Maybe the importance around that is not realized.

When you walk into a department store that does great with merchandising but not with customer service, how do you feel when you need service? On the other side of that, have you ever walked into an environment that you knew worked on commission? What was that atmosphere like and what do you see different in those two environments?

In the commissioned store, you will most likely see a person come up to you and introduce themselves, hand you their card or what not, and ask how they can be of service to you. In other places, you have to scramble around to look for some one when you need service. That initial contact is key to the rest of the relationship building you are trying to do with the customer. 

Would you hand your credit card information to someone over the phone you did not trust or have some rapport built with? I know I would not, unless I am paying a bill. However, if I wanted something and they were attempting to get me to buy it, I would not purchase from someone who was not courteous enough to ask for my name and try to get to know me a little.

What I am trying to get at is, some of us in the self-storage industry get upset or angry when customers decide not to rent from us or reserve a space over the phone. Some of us really cannot understand why. After each call reflect, on what you did  to build trust with that customer. Did I introduce myself? Was I someone they could trust? The first step to rapport building is just as simple as saying, Hi, my name is  (Joel). What is yours? The rest of it is up to you, but do not expect too much if you decide not to introduce yourself and take that first step to rapport building.

Joel Little, Experienced Sales Manager.

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