» Self Storage Locations
-
Got Trucks?By admin on July 10, 2006 | No Comments
Warning: gzinflate() [function.gzinflate]: data error in /home/property/public_html/wp-includes/http.php on line 1787
Robin Turner, PhoneSmart call center Manager works with callers requesting truck information to turn them into self-storage tenants.
Welcome to the PhoneSmart call center blog and insider view of the self-storage industry.Even though I don’t strictly take inbound calls as the reps on the floor do, I do still take calls from time to time to help out. Out of the 20 or so calls that I took today, about 4 of those were for people looking to rent a truck. Although they also needed a storage unit, they were more interested in the availability of truck that they could rent for the day.Surprisingly, no matter how hard I tried to tell them about the importance of at least getting a unit reserved while I had them on the phone, they were set on getting a truck secured before the storage unit. Normally, if it is a store that rents trucks, I call on the store while I have the customer on the phone, so I can let the caller know if it is something that will work. It just so happened that the stores I was answering for did not rent trucks.It’s crazy to think that even though I told them how limited the storage units were, and the importance of at least securing a unit, those callers cared less if I had only one unit left. As one of them stated, “I’m not too worried about a storage unit, as there’s storage facilities all up and down the street. I need a truck first.” I believe that particular caller called in on a store that we answer for that is located in California.I did however get leads for the managers to follow up on to see if they could turn the caller around and get them into the store and maybe see if they could refer them to a place that did rent trucks.So, if you don’t rent trucks at the current time, it’s definitely something you may want to think about. You could be losing rentals to the stores that offer more a variety.PhoneSmart Your Offsite Sales Solution
Secret Shopping Blog Your inside peek
Self Storage Search Engine Self Storage in Iowa -
Is There Life Out There?By admin on July 4, 2006 | No Comments
Warning: gzinflate() [function.gzinflate]: data error in /home/property/public_html/wp-includes/http.php on line 1787
Written by Kay, our prolific writer of wonderful witisisms.
Welcome to PhoneSmart’s property management blog, the ins and outs of property management and commercial management.The Low Down, Washed Out, Soul bending, Dog Days Talking Self-Storage Blues.
OR
Sometimes you just can’t win for losing.There are some folks who call in to inquire about self storage who are so nice and so much fun that you are really glad to not be home sitting in front of the tube. The situations they bring into your evening are often what Sunday dinner conversations are made of. Some of them are the catalyst for after mid night cleaning frenzy’s and some can make grown men cry.Then there are the pranksters. They like to call and ask question after question, one more outrageous than the last. Some reps here get annoyed with them. The only way to handle them is to either hang up mid call or humor them. I find it more effective to humor them along (just in case the caller really is Obsessive/Compulsive and DOES have 250 plastic bins filled with marbles and a stuffed Giraffe) and then right before I disconnect to say in an innocent and “You didn’t really fool me” voice “Thank you for prancing me!” It is so heartening to hear the wind rush out their sails!Finally, there are those people who are just angry at the world. They often leave me in a state of slow burn and I can only take pride in the fact that I maintained my professional demeanor and did not lower myself to their level. They give credence to the old saying “That which does not kill you makes you strong.”Life on the phones can be exhilarating, humorous, gratifying, and maddening. It is never boring!PhoneSmart Your Offsite Sales Solution
Total Quality Assurance Services Your all in one Quality Assuarance Portal
Secret Shopping Blog Your inside peek -
Planning AheadBy admin on June 29, 2006 | No Comments
Warning: gzinflate() [function.gzinflate]: data error in /home/property/public_html/wp-includes/http.php on line 1787
Welcome to PhoneSmart’s property management blog, the ins and outs of property management and commercial management.
We often get some callers who are planning and preparing far ahead of time, usually up to 2 months. We notice it more during “slow” times when we are not getting a lot of urgent calls, where people need a unit in the next week or two.We notice it a lot less during the busy times when people need to rent right away. I think the prepared people are on a different cycle than the last minute buyers. They may be doing other last minute things while the last minute storage buyers are out getting their units.It also gives us a heads up as to when cycles turn. For instance, we start getting calls from parents about storing their college kid’s stuff for the summer in March.This is also why Hot Leads will sometimes come back to life after you might think they are dead. The prospect doesn’t bother to return your phone calls because they are not yet ready to do something. Then you pull them out of the dead pile on the day they are ready to do something and they answer the phone and say “I’m so glad you called, I am ready now.”Tron
PhoneSmart Your Source for Lead Generation
Self Storage Blog A diary of the self storage industry
Self Storage Search Engine Self Storage in California -
PassionBy admin on June 22, 2006 | No Comments
Warning: gzinflate() [function.gzinflate]: data error in /home/property/public_html/wp-includes/http.php on line 1787
Sarah Little, Secret Shopping Specialist shares her passion with us.
Welcome to the
PhoneSmart call center blog. We offer an insider view of the property management industry.It’s not something you can fake and it’s important in your job. Imagine selling something or giving customer service without believing in your product and having some passion and enjoyment from your product or company.My husband, Joel, enjoys his retail sales job. He likes meeting new people and getting to know them. By the time his customers leave they are on a first name basis and when they need something in the future they ask for him by name. He’s a pretty charismatic guy and is easy to get along with; people like him.
But imagine how it would be if he didn’t enjoy his job and didn’t care to get to know his customers. He’d have considerably less business and he wouldn’t stay employed for long. His passion for his company, his products and his customers are all what make him a great salesman.We can all use a little more passion for what we do. Although some of us have been at this for a while, try to get a new look on just what it is you do for your customers. Put your customers and clients first and do it with a sincere smile. Be passionate!Secret Shopping Blog Your inside peek
Self Storage Blog A diary of the self storage industry
Self Storage Search Engine Self Storage in Wyoming -
Since You’re Already Here…By admin on June 9, 2006 | No Comments
Warning: gzinflate() [function.gzinflate]: data error in /home/property/public_html/wp-includes/http.php on line 1787
This blog written by Robin Turner, Call Center manager
Welcome to the PhoneSmart property management blog, the ins and outs of property management and commercial management.
Long, long ago when I first started working I had various jobs, as I wanted to find work I was pleased with. My first long term job at that time…(I was a kid)… was at a movie theatre. I worked my way up the ladder from usher and errand girl to selling tickets in the front booth.One day we were in between movies when a customer and her companion come up looking for a movie that we didn’t show. She asked for a newspaper and the sales person in me kicked in and said… “I understand that you want to watch a different movie, but why don’t you watch one of our movies since you’re already here… they start in just a bit.”She reluctantly declined and so I helped her find what she was looking for. She thanked me for my help and started to walk away. I felt like I still could have done or said something. I mean she was already there, at our store. What could I do or say to prevent them from going somewhere else?I spoke into the microphone and said, “Well, if you don’t want to watch one of our movies, you could certainly buy all of your snacks here and take them with you. Get your popcorn, candy and drinks while you’re here and you won’t have to worry about waiting in their long lines when you get there.”I think she was a bit shocked by my persistence. Although I didn’t accomplish what I first intended, I did receive a very nice compliment. She offered me a job with the company that she owned… seriously. I didn’t accept but I was grateful for the proposal and compliment.So, even if you don’t make the sale, keep a positive outlook from beginning to end and you’ll make yourself and the company you are working for, stand out above the rest.PhoneSmart Your Offsite Sales Solution
Secret Shopping Blog Your inside peek
Self Storage Search Engine Self Storage in Oklahoma -
Easy steps to great customer service.By admin on June 6, 2006 | No Comments
Warning: gzinflate() [function.gzinflate]: data error in /home/property/public_html/wp-includes/http.php on line 1787
Ronald Smith, a newbie in our call center reflects on lessons he has learned about being an effective customer service representative.
Welcome to the Phone Smart self-storage blog and insider diary of the property management industry
A good agent
The dictionary defines customer service as “assistances and other resources that a company provides to the people who buy or uses its products or services”. I define customer service as assistance to customers who want to or have bought a product or service. However, customer service involves a lot more than the definition may state.In order to be a good customer service agent providing the best service you have to a variety of skills. Very important in this new age is to possess at least basic level typing and computer skills. In the old days, customer service required legible handwriting and the ability to do math calculations quickly and accurately. Today, most customer service positions are done at the computer and you have to have at least basic skills to be able to effectively do your job.Next, you have to have patience to be successful as a customer service agent. In customer service you are going to have to deal with a lot of different personalities. You have to be able to adapt to person and their situation without getting stressed out. In the self-storage industry many of our callers are in a stressful situation and we often need to bite our tongues and try to diffuse their upset and angry.Finally, you need great communication skills. You must be able to effectively communicate information to your customer. There are many other skills that I haven’t mentioned that could be added to this list. However, these basic skills will get you on the path to a successful customer service career.PhoneSmart Your Source for Lead Generation
Secret Shopping Blog Your inside peek
Self Storage Blog A diary of the self storage industry
Self Storage Search Engine Self Storage in Louisiana
-
Bum RushBy admin on June 2, 2006 | No Comments
Warning: gzinflate() [function.gzinflate]: data error in /home/property/public_html/wp-includes/http.php on line 1787
Robin turner, Phone Smart Call Center manager, gives us a lesson in the fine art of listening
Welcome to the Phone Smart self-storage property management blog. This is an insider view of the property management industry
It’s so important to listen to your customers needs. Some fail to realize this and it could be the most important thing that you do when you deal with your customers. If you don’t listen, they why should they? Most likely you’ll lose them faster than they called or walked onto your property.The one thing I couldn’t stand about looking for a car was getting bum rushed by the salesperson. From the standpoint of an experienced sales and customer service person, there’s nothing worse. Know matter which car you are looking at, or glancing at for that matter, that they try to sell you on it. They haven’t asked you any questions, except maybe, “how are you today?” Then it’s straight to the sales pitch. Some questions may include “how much are you looking to spend?” or “What’s your price range?” That seems to be their favorite. I still don’t understand that concept, especially if price isn’t important to them. It’s almost an insult.First find out what the customers needs are and go from there. Price should be the last part of the discussion. Then if the price isn’t working form them, then back track and look for other options. Price should never be discussed until you have qualified your customer and you think it’s a go.You have to build a rapport with your customer first by getting to know them and their needs and sincerely show that you care to full fill their needs the best you can. Or, they will think that all you’re interested in is the money in their pocket. No bum rushing, please.PhoneSmart Your Source for Lead Generation
Secret Shopping Blog Your inside peek
Self Storage Blog A diary of the self storage industry
Self Storage Search Engine Self Storage in Oklahoma
-
Leading equals LearningBy admin on May 23, 2006 | No Comments
Warning: gzinflate() [function.gzinflate]: data error in /home/property/public_html/wp-includes/http.php on line 1787
Angela Perry, Phone Smart call center Trainer reflects on the challenges and rewards of leading.
Welcome to the Phone Smart blog an inside view of the property management industry
Leading can also mean learning. It does not matter whether you are leading a small or large group there is still a lot to be learned. As you are preparing your training materials you can keep in mind what you have learned about your trainees from interviews or other sources from the hiring managers.There are as many correct ways to train, as there are people. Some will respond better to the direct “hands on” style that includes lectures, note taking, audio and perhaps even visual aids. It is the responsibility of the presenter to decipher which style best fits which trainee.People also respond differently to praise. All need to feel that his or her efforts and accomplishments are being recognized. Some people may require that the presenter give praise each time an accomplishment is made. A simple “congratulations,” “good work,” “job well done,” or even a certificate of achievement. Others may not require so much recognition. A nonverbal gesture such as a “thumbs up,” a smile, or even an “okay sign.” may be all of the encouragement they need. Some people are independent and do not desire any type of public praise other than their periodic review. This review can be a timely evaluation or one-on-one feedback. Some potential achievers can be set back or lost because they did not receive enough encouragement and praise from the trainer.Being a project manager and a trainer, it has been essential to learn the attributes and learning style of my trainees to complete my job successfully. With the knowledge I have gained in understanding different learning styles and techniques I have learned to better assess what is needed of me.Secret Shopping Blog Your inside peek
Self Storage Blog A diary of the self storage industry
Have you seen this summer’s self storage forcast in Mini Storage Messenger ? Tron Jordheim projects that, “The last weekend of April was quite a bit busier than we anticipated. Already the beginning of May has been stronger than we thought as well. From what we’ve seen from demand, May is going to be gangbusters on a national level. I think we’re going to have a stronger season than we anticipated.” To read more on this subject check out the upcoming issue of Mini Storage Messenger
-
Write it downBy admin on May 12, 2006 | No Comments
Warning: gzinflate() [function.gzinflate]: data error in /home/property/public_html/wp-includes/http.php on line 1787
Ronald Smith, call center “newbie” shares insights on customer service and the importance of good documentation.Welcome to the Phone Smart blog, an insider diary of the property management industry.Customer service is a detailed oriented industry. I now have had the privilege of being in two customer service oriented jobs. The first job was through a temp agency. I had the honor of helping Hurricane Katrina Victims through State Farm Insurance. My current job here at PhoneSmart is taking rental inquiries for customers and making reservations.In my first job, detailed notes were very important. It was our job to file claims for customers who were harmed by the hurricane. We also assisted customers who had already filed claims. It was important in this job to let the field adjusters know what the customer and the rep talked about and what kind of damage was done. Detailed notes also gave the adjusters inside information as to what’s going on with the customers and any current change in any situation or information.Taking detailed notes is equally important here at Phone Smart. More notes let the manger know what the customer is looking for. It helps the manager build a relationship with the customer because they have inside information as to what’s going on and the needs of the customer. Taking detailed notes also backs up the rep as what was talked about in the call. Detailed notes are important to every customer service rep because it allows for better service with the customer and covers the customer rep’s track.Self Storage Search Engine Storage unit in Alaska
Self Storage Blog A diary of the self storage industry
PhoneSmart Your Source for Lead Generation
-
The Rat RaceBy admin on May 10, 2006 | No Comments
Warning: gzinflate() [function.gzinflate]: data error in /home/property/public_html/wp-includes/http.php on line 1787
Sarah Little, Secret Shop and Evaluations specialist share insight into her world in our blog of the property management
It’s the middle of another month. It isn’t uncommon for me to begin to feel somewhat like a mouse running in a wheel around this time of the month. As I run around trying to wrap up the last few tasks of the previous month, I start the beginning tasks of the new month, only to repeat the endless cycle.I’d guess a lot of industries and careers might be the same way. I have to be careful not to become nonchalant or careless about all the responsibilities I have because slacking off would quickly lead to poorer secret shopping quality.At PhoneSmart, we strive to maintain a high quality of shopping and evaluating. Natalie and I review each and every evaluation before we send it out. We have to be careful here too because after so many, they all start to look the same and it becomes harder to catch any mistakes.In order to “freshen” our eyes we take a walk outside or just stop reviewing the evaluations for a while. This gives us a chance to regain our sanity for a few moments. If you feel overwhelmed or like you are doing the same thing over and over give your mind a break. Try to break up the routine every now and then by doing something out of the ordinary. Maybe treat yourself to lunch out of the office when you’ve completed your tasks.PhoneSmart Your Offsite Sales Solution
Self Storage Blog A diary of the self storage industry
Self Storage Search Engine Storage in: Colorado
![[Post to Twitter]](http://www.propertymanagementblog.com/wp-content/plugins/tweet-this/icons/tt-twitter.png){kind=icon}
