Missing Opportunities

Natalie was just organizing some of our secret shops. She was playing bits and pieces of them, labeling them, and sending them to their assigned client. (We share an office) I wasn’t listening particularly closely to the calls, but this one caught my attention. This was the dialogue:

 Manager: (answered the phone and gave a professional and friendly greeting)
 Shopper: Do you have any large rental trucks?
 Manager: No, I don’t
      Pause- there was an uncomfortable silence
 Shopper: Ok, thanks
 Manager: (mumbles something resembling a thank you)

The entire thing took about 25-30 seconds, if that. There was a hurriedness in the manager’s voice and it seemed as if she had more important things to do.

I know this company, perhaps not this manager specifically, but the company has had several calls that go just about that way. We’ve worked with them and spent months training and testing them to always ask if the caller needs storage. Asking that small little question takes no more time out of the manager’s day, unless the caller does need storage. In which case, they should be happy to have a new renter.

A part of my stomach drops when I hear calls like this and I sigh. It’s a missed opportunity and could be costly to your self storage business.

Written by Sarah Little, TQA Executive and Blog Editor.

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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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