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The call center is busy this evening.  The end of the month is coming and all of the people who have put off getting a storage unit are now starting to try to get one.  For the next week there will be fewer requests for a quote on a unit needed in 3 months and more people needing one tomorrow.  The busy spring season is upon us and there are several storage facilities starting to be sold out of popular sizes. One caller this evening was very angry with me as he stated that he had checked in 2 weeks ago and the store had small units for $29.95 per month.  The smallest unit available today was priced at $42 per month.  Somehow he seemed to feel that I was lying about the price or perhaps hiding the $29.95 units for some underhanded purpose.  It tried to maintain a professional demeanor while explaining that those units had been rented. (I wanted very much to tell him that he should have taken it when he had the chance, but that would not have been acceptable)  He told me that I was worthless and I thanked him for calling.  He cursed and hung up.  Many callers later, a lady called and had a fit about the price of a unit.  The calls in between were from better mannered people who made most of the evening pleasant.  I even took a call from a competitor with our client store checking price comparisons.  I asked him if he had anyone catching his calls and he said no;  I told him to check us out because he could be missing a money-call as we were speaking.

I am not certain that we have been close to sold out so early before.  I have been taking calls in the PhoneSmart call center for nearly 3 years now and every spring seems the busiest.  Each spring has had its own challenges.  We have survived cataclysmic natural disasters that created need.  College semesters will soon end and students will be going home while graduates will be moving on to new lives.  We are still having troops deployed to combat zones (pray for them all), people are selling homes and remodeling homes, marriages are breaking up and newlyweds are consolidating households.  It is hard to say how busy the self storage business can get.

PhoneSmart is gearing up for a very busy upturn in business.  New people are being trained and put on the phones, new departments and services are being added.  We have experienced a remarkable growth from the original 2 or 3 people on the phones to the 35 now on the roster.  There is construction and remodeling to add new workstations and facilities.  I have seen many changes in the past 3 years but this expansion is the most exciting.  We are ready for the future in storage trends and ready to partner with you to help turn your missed calls into profit.

Written by Kay Johnson PhoneSmart call center customer service specialist

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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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