Especially Special

In the storage industry specials cause a lot of confusion. Specials are really special and should be treated as such. By this I mean when there is a special offered, then it is important to explain in detail HOW the special works. The reason for this is because customers hear what they want to hear. Let’s say that there is a special that says “Move in today for $1” the caller will assume that this means that their 1st month is a $1. The customer will call and say “I saw your sign and it said that I get the 1st month for a $1.” What the customer has done was interrupt to fit their desires. It is up to the representative to explain in detail the special and how it works. Moving in for $1 is not the same as the 1st month is a $1. It states that $1 moves you in it never stated the time frame. Taking the few extra moment to explain the special will alleviate the potential problem when the customer comes to the facility. It is in the customer’s nature to use your name in vain “well ___________ told me that I could have it for a $1.” And at this point the person that is following up with the customer is placed in a bind. They are aware of the employee’s name that was just mentioned but they are unaware of the conversation that took place. This is a sticky situation. To avoid this problem, please take the extra moments and explain the special. After all our customers are special!