Self Storage Slow Season

As the year draws to a close and people are absorbed in Holiday plans and putting aside the drudgery of everyday situations, the call center is taking fewer calls from serious rental prospects. More of our calls now are for general information from people thinking about cleaning out the clutter in January and billing questions. It becomes a bit of a challenge to transfer caller after caller to voicemail and to answer questions from a caller who tells you that he or she is just gathering some information trying to decide if they want to use self storage and to be instantly alert and ready to work for a reservation. Things are much easier when the calls are coming in rapid fire succession and you are flying high on adrenalin and excitement. The only way that I can stay on top of my game right now is take a deep breath and then smile before I answer. This helps me to focus and treat every answer as though it is a money call.

After 15 or so “manager calls” in a row it is thrilling to find yourself in “reservation” mode. Your heart rate climbs as you start to feel the person out, ask for agreements and finding that perfect fit for them. That person, full of questions, unsure about what to do can instantly banish the cobwebs and doldrums. Suddenly you are in an electronic “chess match” for a credit card reservation or a hot lead. When that call is completed you may go back to quite a few inquiries regarding gate hours and due dates. That is the ebb and flow in the call center evening shift for the self storage business.

Written by Kay Johnson, blog editor and reservations specialist.

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