Life on the Phones

Customer Satisfaction is a common phrase in the sales industry, but what does it really mean?

To me it implies providing your product or service to a consumer in a specified time frame at a fair rate. It is a pretty simple task, unless you are trying too hard to sell your product.

There are many call centers representing clients of various industries across the globe. Typically they develop whatever script works for their area of expertise. Ours is storage. We recently began a role-play help line to teach managers how to improve their phone skills when it comes to storage inquiries. The positive feedback has been amazing.

One of the biggest problems we encounter is a long-winded manager. These are the folks that spend most of their time during a phone inquiry discussing the amenities of their facility. An average call should not take more than 3 minutes from start to finish (ring to reservation). Often,our long-winded managers take such pride in their facility that they forget the consumer is already slightly inconvenienced. Bottom line is that most consumers in this industry want to rent a unit at a property right around the corner from them at the lowest rate in town. Sell your convenience, touch on your strongest amenity quickly, and make the sale.

From the get-go we have a difficult task of bringing our product to the consumer in a specified time frame at a fair rate. Keep in mind that in today’s world of cell phones and daytime minute charges, keeping the call to a minimum length may be your best amenity of all.