Play On Words

Ronald Smith PhoneSmart call center representative speaks out about communication and “conditional holds.”

Welcome to the PhoneSmart call center blog. We offer an insider view of the self-storage industry.

Words are a big part of communication. However, I have learned in communication classes that I have taken in college that the meaning of the message is in the receiver not the sender. That means once the caller hears the information, they may or may not interpret the words the same way you do.

There are times when a customer calls for a unit and we only show that facility as having one space left. The unit may be available or they may have already sold the unit without updating our screen. In these cases, we do take the reservation on a conditional hold. The wording in the condition is where you have to get an understanding with the customer. The conditional hold with one or two units on our screen does not guarantee them that unit. If the unit is there when they arrive, then the unit is theirs.

If the unit is sold when they get there, the hold gets them in to the next available unit at a comparable price. Sometimes the customer gets confused and thinks that the hold guarantees them a unit. It’s important to get that clarification because the customer may be upset when they get to the facility thinking they have a unit. That’s why it’s important to make sure you are clear with your words so that there isn’t any misunderstanding.

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