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Why do you think customers say no to you as a property manager when it comes to renting a space? Do you think they are telling you no or do you think they are telling you no because you have not gave them the solution to their problem. It is not difficult to find out what the customer needs, you just have to make it not difficult for them to see the solution you are offering them. You are offering them a solution the customer just needs to see that. Can you provide that solution and show them. That is your challenge.
The customer needs your help, but they are just afraid to ask for it. They are not looking for some sales pitch. They want a realistic solution to their problem. They want someone to look them in the eye and tell them that their solution is only a step away. The customer definitely has to trust you as a manager in order to believe you will help them. They want your help but they just don’t know how to ask for it. It would be great if the customer just said to the property manager, I want to rent, now show me what I need. That does not happen everyday.
For some managers it is hard to step outside of their comfort zone and go beyond what they were trained to do. The manager just wants to give their normal spiel and then the want the customer to say yes. Well that maybe happens one third of the time. Those are the gimmies. It is figured that at least a third of people wanting storage will rent if you ask them to rent with you. There are many people that need a bit of nudging in the right direction. There are people who just need to realize that this self storage location is the location that their belongings should rest.
Do you believe that you have the best facility and you are the best manager in the area? Then show the customer that. If the customer sees and believes that you are what you claim to be, then you are in luck. If the customer can not see that then they will go somewhere else. Many managers think that the customer is not smart enough to make a good decision on their own and think they need the property managers to come in and save the day. Do not make that mistake or make the customer feel that they need you. They do need you in order to get the paperwork done, but they can have any facility do that. They just want to know that if they rent with you, they will not have to worry about their belongings. Can you make them feel that comfortable?
No manager wants to be told what to do or what they should be doing. They want to hear how great of a job they are doing and they want to hear how big of an asset they are to the company. The customers need your help and you are there to guide them a rental. The question is, can you do that? If you can not do this for the customer, I am sure there is a facility down the street or right next door that can help them.
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