Don’t Stop There.

Robin Turner PhoneSmart call center manager encourages us to go the extra distance**Welcome to the PhoneSmart property management blog, the ins and outs of property and commercial management. Determining the correct size for a customer can sometimes be a little tricky especially if you’ve got a caller who specifically asks for a certain size unit. When you try to tell them exactly what that size unit would hold, the customer replies with something like,” I know what size I need I just need to get the price on the size I’m asking for, please just give me the price on the unit”. This is the so-called “know it all customer” who may not know it all. It’s your job to help determine that in a tactful way without getting the customer upset. Let’s keep in mind that simply because the customer may have rented before, doesn’t always mean that they have the correct size in mind. So we have to work in a question or two at the opportune time to ensure that we are in fact quoting the right size. This will help eliminate the upset customer who gets to the store, realizing that after they have stored have of their items in the unit, that “hey, this unit is too small; I can’t get all of my stuff in there.” So, try this on for size “Is there anything else you plan on storing” but don’t stop there because it’s also your job to offer ideas that they may not have thought about. Continue with something like “Patio furniture? Garage items? Anything else at all?” Now instead of the customer having the one track mind of pricing, (so they can get to the next storage facility on their list), they’ll now take a breather, pausing and thinking of any other items that they need to store. They may not have thought about the patio furniture. They may not have thought about the items in their 1010 storage shed out in the back of their house, or all of the additional boxes that they have in their garage. Now, you can get the right size unit they need along with letting the customer know that you do know what you’re talking about. PhoneSmart Your Offsite Sales Solution Secret Shopping Blog Your inside peek Self Storage Search Engine Self Storage in Texas

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