I’m Not There

PhoneSmart operator Chris Hires addresses and problem we must deal with in the PhoneSmart call center

Welcome to the PhoneSmart property management blog, the ins and outs of property and commercial management.

Technology is a funny thing. It allows people like me to sell a storage unit to a person who is thousands of miles away (currently, the farthest I’ve made a sale is Hawaii, but I’m hoping we pick up some facilities in China soon…). It allows me to communicate with a person as though they are standing in front of me, and it allows you to read this blog. Unfortunately, technology does not allow me to be at the actual property that the customer has called (that is, unless they have called the one property where we happen to be located). This problem of not actually being there on the property creates some interesting scenarios.

“No ma’am, I’m not there at the facility, I’m at a sister facility. You got transferred to me because they were unable to get to the phone in the office.”

“Ok Chris, I know this isn’t your fault, but that’s the stupidest thing I’ve ever heard in my life.”

Sometimes people are shocked that you aren’t there. “Yes she is in the office. No, she’s not available. No, I can’t just go tell her something for you, I’m not there.” There’s a certain amount of trust that comes with talking to someone on the telephone. You assume that because you dialed the correct number that you have been connected through the great and mysterious electronic superhighway to the actual location. This is just supposed to be how it works. So when a person in Los Angeles calls a facility down the street from their house, and then realizes that they are not speaking to Jim Storeowner but rather a 20 year old kid in Missouri who presumes to know the answer to every question they have about the facility in LA, this seems to mess with peoples’ heads. It’s sort of like finding out about Santa Claus. Do you feel deceived? Yes. Do you still get presents? Yes. So just get over it, so I can sell you a unit and we both get what we want. Yeah, I’m in Missouri, but I’m a smart guy and I’ve got this computer that tells me basically everything I would need to know about the facility you’ve called. Well, except about the trucks. I have no information about those.

…Or the boxes.

…Also I have no idea what side of the street it’s on.

…And no, I can’t look at your bill and tell you how much you owe.

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