Every Call Is Unique

For many of us out there in the self storage world, we have a set way or script to do business or to talk to potential customers. Customers call us and they want a price on a storage unit. Being the gracious hosts we are we make their wishes a reality. Now, just taking a snap shot of your community, does everyone look the same? Does everyone act the same? If your answers were no the questions earlier asked, why would you have a set way to talk to each self storage customer?

Everyone is different in the world and different in their storage needs. I believe it is good to have basic questions to ask and ensure that you cover in the presentation, but you have to make the presentation more adaptable. I sometimes hear manager ask the caller what is most important to them. When I hear that question, it’s most often said in the close of the call, after the caller has raised some objection. Wouldn’t be easier to close the sale if you knew which factors are important to them and spend the rest of the sale accommodating those needs? You could ask this powerful question early in the conversation, while you’re building a self storage quote, in order to build even more rapport with the caller.

When picking up the phone to assist customers with their self storage needs, take the time to figure out what makes them different.  Whether location is the deciding factor on renting from you or the gate hours, find out early and use it to your benefit. What makes you different? Are you the same as your brother, sister, or best friend in what your needs are? Of course the answer should be no. Treat each customer differently and find out which one of their needs is different than the previous customer. Not all customers want to hear a list about how many amenities you have or if you have a free truck. Just one simple question would grossly improve your close rate, What is important to you when you are shopping for self storage? From there, it is all in your hands.

Joel Little, Experience Manager

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

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