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Manager Calls

Manager Calls

  • Ann Sheehan, PhoneSmart call center operator relates her “manager call experiences.” Welcome to the PhoneSmart commercial property management blog, the ins and outs of property and commercial management. Here’s some interesting news for the property management industry: 40% of the calls a PhoneSmart sales rep takes are from people needing storage, or at least that have a question about storage. The other 60 percent of calls however are from people that we cannot help. (The store manager is their Mom, the caller is a local detective, the customer needs to pay a bill, etc.) We hear the same thing over and over. But sometimes, a manager call can be a little different, or at least a little annoying…
  1. A caller was furious because there was no one in the office. I asked if there was a sign on the door. They said yes, that the sign read, “Will be back at 1:50 pm.” It was 1:52…
  2. At 8:45am someone from New York City called and asked directions. I explained that the StorageMart facility was still under construction, and I did not yet have directions for it. But she could call one of the other local stores after they opened at 9:30 am. She screamed at me “That’s not going to help my Grandson with his 9am job interview.”
  3. Another caller was furious because there was no one in the office. He said, “I know the store manager had a heart attack, but that was 45 minutes ago. Her replacement should have been here by now!”
  4. A storage renter called one morning very upset because she had gotten locked in the facility the night before. She told me “We had to climb a barbed-wire fence, panhandle money, and ride a city bus through a bad part of town. Now this morning we are going to have to get a ride back to facility to get our car that is locked behind the gate.” I felt kind of bad for this caller, so I got a hold of a store manager. The manager’s comment was “Everybody knows what time we close!”…Just my luck, I got the locked-behind-the-gate customer again that morning. She was LIVID because the manager was going to charge her for storing her vehicle overnight!
  5. But the one manager call I put a lot of work into…the man had been a long-time customer that was living out of the area. He received a letter from his storage facility stating basically “We are sorry, but we auctioned your items off by mistake…” To help alleviate these kinds negative property management trends, managers should learn how to keep in contact with their current and future customers! Thanks for reading PhoneSmart’s business blog. Self Storage in Minnesota 11001 Excelsior Blvd, Hopkins,MN 55343 Manager, Aaron Whitaker (952) 935-2194

Callers Say The Strangest Things- BUSY MANAGERS?- rent while you are out- Got Trucks?- What do you know?- Appreciating Property Managers- Stars in Your Eyes- How do the calls flow at the call center?- Managers, You Need A Call Center- Don’t Stop There…

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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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