Take A Deep Breath

In any customer service position there are just some folks you are not going to please. It is no different with self storage callers. During my last shift in the call center I dealt several times with a lady whose voice grated on my soul. She was so abrasive that when I saw the store code come up on the phone I just knew it would be her and was getting to the point of cringing at the thought of talking with her again. She complained loud and long about the managers and the storage facility and the people who had the unit next to hers. While I was being engulfed in her venom I realized that she was an unhappy and probably a very lonely person. I decided that I had so many blessings in my life that I could afford to be a little patient with her. I am not sure that it made any difference to her but it made me feel better.

Patience is a valuable sales technique. Sometimes a caller can be converted to a tenant if you just stick with them. Sometimes when they call they have called so many places that they are numb, sometimes they are frazzled and sometimes they have just had enough shopping. It is important to take a deep breath and let it out slowly and smile before you answer. The person who is calling may have felt rebuffed and shrugged off so you want to be on your best game for every call.

Good information and a friendly voice can go a long way to create sales increase for the store. Sell the facility well and connect with the callers. Help turn the facility’s missed calls into profit.