I’m a Phone Representative, Not Father Time

It never ceases to amaze me how much I can learn about humanity by simply answering a phone and selling storage. I would have to say that the end and beginning of the month are the best sampling times for the class of people I consider motivationally challenged. As soon as I get through my greeting with one of these people, they are already half way through their excuse about why they are late on their payment. Then I have to tell them, I’m actually at a sister facility and do not have access to the tenant accounts. The office closed x hours ago, but I can put you through to the voice mail or you can call back during business hours.

For a normal person, the conversation ends there. Unfortunately, the motivationally challenged are not normal. They get angry when I can’t help them, complaining and saying But I’ll get a late fee, if I don’t pay it today. I’m not paying them another late fee.

This is the point where it’s really hard for me to hold back what I really want to say. I want to tell them, Well if you don’t want to pay a late fee, then pay your rent on time. However, I instead reiterate my inability to take care of the issue and that they’ll have to speak to the manager.

After this time, most people get off the phone, but there are the extreme cases who don’t give up. It’s almost as if they believe that if they remain persistent, I’ll change my mind and decide to help them. I have bills too, so I can understand what the customer is going through. However, late fees happen when you’re late. I accept that. If more people did, it could save them from a complete meltdown.

Written by Julio Montes

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

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

Self storage is conveniently located at 10401 Rhode Isle. Ave, Beltsville College Pk, MD 20705

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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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