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Bum RushBy admin on June 2, 2006 | No Comments
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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
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Going the Extra MileBy admin on June 1, 2006 | No Comments
Ronald Smith Phone Smart call Center operator offers his insight into quality customer service
Welcome to the Phone Smart Self-storage blog. This is a diary of property management from an insider point of view.
Every job that I work I strive to go the extra mile. I guess I have been groomed to do that since birth. My mom has always taught me to do all that I can to get the job done and do it to the best of my ability. I have had a few customer service related jobs. The first job I had is working as a busboy at a restaurant inside a casino in Kansas City. I consider this customer service because I was directly working with the customers. I was in charge of making sure the table was crowded and they were comfortable while they ate. Well I went the extra mile for them. I would make sure that their plates were out of the way. When the server was busy I also made sure that they had plenty to drink so that they wouldn’t have to ask for much. This not only helped the customer but it helped my server out as well.My job in the call center is no different. I want to try to go the extra mile so that we can help our customers and make the transition from moving to storage as easy as possible. For example, a customer called me to get a reservation for storage the next day. I went through the reservation and my computer had an error. At that point, all that I had remembered was her name and address. We went through the cc reservation but I didn’t write her phone number down. I went to my supervisor and asked for her help. She advised me to look them up on MSN white pages. I finally found her number and called her back to help her reserve the unit again. She understood when I told her that the computer had a glitch. I went the extra mile because I didn’t want her to show up to the store and find out she didn’t have a unit reserved. This also lets her know that the store is committed to quality customer service and it lets the store know that we care about doing a quality job.PhoneSmart Your Source for Lead Generation
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SALEBy admin on May 31, 2006 | No Comments
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Liz Langesteiner, a bilingual customer care specialist speaks out about looking for a “special” special.
Welcome to the PhoneSmart property management blog, the ins and outs of property management and commercial management.
When is a special price really a special price?
When I go shopping for a product or service I always look for a SALE. I compare prices look for discounts and coupons. It appears that storage shoppers and I share a common thread; we shop for the best price. From the eyes of the shopper, what really is a special price or discount?Sometime ago in the call center I took a call from a gentleman who was planning to store for a period of 12 months. When it came to the price I quoted the standard price of the unit, which was only $260.00 per month. After hearing the price the gentleman quickly changed his tone of voice and responded “Two Hundred Sixty dollars per month!” The gentleman (Mr. Smith) then stated, “Could I get a discount? I am going to rent for one year”. I quickly searched my computer screen for a discount. Looking for coupons, move in specials anything to close the sale. I spotted a prepay special in the operator notes. Prepay for twelve months and get the 13th month free. I really wanted to help Mr. Smith but my intuition questioned the prepay special I was about to quote. When is a special price really a special price? I gently quoted the prepay special to Mr. Smith, prepay for 12 months and you get the 13th month free. His response in a very aggravated tone of voice, “yeah, you give me $3000.00 dollars up front and I’ll give you a month free.PhoneSmart Your Offsite Sales Solution
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Leading equals LearningBy admin on May 23, 2006 | No Comments
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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
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PhoneSmart Introduces their newest journalist:By admin on May 16, 2006 | No Comments
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Jim Camoriano was a reporter for a daily and then a weekly newspaper before becoming managing editor of a monthly magazine in the property and casualty insurance industry. He currently is an executive speechwriter and communications strategist residing in Columbia, Mo. He is married to Gayla, and they are the proud parents of two daughters, Alycia, 14, and Cassandra, 9. Jim and Gayla also serve as children’s pastors in their local church, New Hope. Jim enjoys pizza and a good war movie when he’s not thinking about how to put his girls through school.Could this happen to you?
Suppose your tenant fails to pay rent—again—and you resort to auctioning off their property. It’s all there in the policy, you have every right to do so, but …Let’s suppose inside that storage unit is a notebook with somebody’s unpublished diary belonging to, let’s say, John Lennon. Suddenly, his family goes to the media for a story and to you with a subpoena. You’ve just been sued, and you’re probably thinking three things:1) How in the world did Lennon’s diary end up in my facility?
2) Will my insurance cover this?
3) No, really, how in the world did Lennon’s diary end up in my facility?
If you think this is an impossible scenario, think again. In 2002, the identical thing actually happened to a storage unit in Florida, except the contents were personal writings by Malcolm X. The papers finally ended up on long-term loan at a library in New York, but the story should make storage owners think seriously about reviewing their loss exposures.You are most likely aware of tenant insurance and it’s ins and outs, but what kinds of specialty insurance do you have? One kind, called Sale-And-Disposal Legal Liability, will protect you against claims arising from selling or discarding property because of a lien sale. It covers incidents like the Malcolm X case.Specialty insurance is pretty sophisticated these days. You can get coverage for just about anything. Another kind of liability policy deals with pollutants, in case certain chemicals or hazardous waste gets stored in your units and then is released onto the surrounding property – the first thing that comes to my mind is fruitcake, but that’s an entirely different blog.Now’s a good time to ask yourself all the “what ifs” about your property, and see if there are any gaps in your own risk management plan.Speaking of Lennon, I can’t help but think he was talking about property management when he penned his most famous song: “Imagine no possessions, I wonder if you can.”Yes, I can. And that’s exactly what you could end up with if you don’t have the right kind, or right amount, of insurance.PhoneSmart Your Offsite Sales Solution
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Clean Clean CleanBy admin on May 11, 2006 | No Comments
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Sarah Little reminds us of the importance of cleanliness
As the saying goes, ‘Cleanliness in next to godliness’. This saying is not only applicable to ones personal hygiene, but equally imperative to a business’ appearance.When I was 13 I traveled to Mexico and since then I’ve had an absolute passion for Mexican food, from the real Mexican restaurants! Luckily for me, there plenty of choices around my town, and in my search for the perfect place, I’ve ruled out a few based on the state of the bathroom, dirty dishes, and poor hygiene practices of the waiters. I did find my favorite place and I eat there often! (When I was pregnant I ate there at least twice a week!)What about an apartment? This may be even more important because you’ll leave a restaurant in about an hour, but an apartment is where you’ll live. It’s common for there to be apartments competing right across the street from each other. If one of them offers a cleaner and safer environment they will be the one to reach capacity first.It wasn’t necessary for my favorite restaurant to bring in a Mariachi Band to win me over; they just have great food, fast service, and clean facilities. So, it may not be necessary to install state of the art technology and plasma TV’s in every lobby, just one up the other guy and gain some more business.Self Storage Search Engine Storage in: Alabama
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I Save Stuff- So What?By admin on May 3, 2006 | No Comments
Angela Lechtenberg guest blogger explores the reason she saves things
Welcome to the Phone Smart property management blog, an insider look at the self-storage industry
I have a small kitchen. My cabinets are crammed with stuff. Unfortunately I love kitchen gadgets, and my collection of coffee mugs is growing. But I can’t bear to part with any of it. So what if I use my quesadilla maker once a year? I still use it. And yes, I buy coffee already ground up, but don’t take my coffee grinder.I’m pretty good about getting rid of things if I don’t use them. If I buy something I try to get rid of something else. But sometimes things that we don’t use are a comfort. I’m saving the first set of dishes I received at our wedding for my daughter when she gets her own place. I’m saving the wooden trains my son plays with so he can give them to his son, and add to the collection that includes some that his dad played with when he was a boy. We still have a hyper color t-shirt – remember those? – Circa 1988, that belonged to my husband’s brother, who passed when he was only 14. Some things we just can’t let go. We look at them and remember things we can’t capture any other way. My family didn’t have a lot of things to pass on. They either didn’t have a lot or didn’t think much of what they did have, or it got lost along the way. So I’m glad to start passing things on, from my husband’s side of the family or from my own small collection. I’m looking forward to it, and hope my kids realize that even though antique heirlooms and savings bonds are nice, there can be a different kind of value to holding on to other things.PhoneSmart Your Offsite Sales Solution
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It’s all about customizingBy admin on April 20, 2006 | No Comments
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Written by: Tron Jordeim(while on a business trip)Welcome to the property management blogAre you able to get the feel you want in a property? I find it very interesting that there are so many types of hotel experiences available now. You have everything from full service to mini-suites to no-frills to family oriented to singles oriented and everything else you can imagine. A hotel has become so much more than a bed, a shower and a TV.You can choose the type of experience you want to have. When did it happen that the marketing people picked up on this variety of preferred experiences? It seems to be working as the hotel sector continues to grow and do well.How are you customizing the experience in your properties to help make your renters feel more at ease and help them feel good about remaining your renter?Self Storage Education Learn about the Self Storage Industry
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There’s no place like home…By admin on April 17, 2006 | No Comments
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Authored by: Sarah E. Little
Despite technology, we can’t control the weather. Here in the Midwest we’ve been experiencing some pretty intense storms. I think a person either hates storms or loves them. My husband always wants to go outside and look at what’s going on. I on the other hand, force us to all sit in the basement until I feel safe again.About a month ago a severe storm ripped through my town. I had a lot of hail damage to my cars and all the houses in the area were damaged. Windows, siding, shingles, everything had been hit. The hail grew up to 2 inches in diameter and let me tell ya, when that stuff hits it sounds like your home is going to crash in around you. Imagine how an alien invasion or meteor shower would sound and that’s how it seems. I felt like at any moment I’d awaken with little people around me singing, “The Loli Pop Guild.”.Weather, while scary, can be a great marketing tool. Although I’m sick of hearing “It’s a Hail of a Sale” on the radio, I think the car dealers have got the idea. For all the property management owners out there, you can spin the edge on the weather and advertise the advantage that your renters have over the home owners that have to go through all the painstaking processes of having their homes estimated and then beginning repairs. And what about those home owners? Won’t they need a place to put some stuff out of the way when they begin the repairs?So make sure that you know what circumstances customers and prospects in your area are going through. Cater to their needs and let them know you can take a load off their backs. Try making uncertain things, like the weather, work to your advantage.Self Storage Education Learn about the Self Storage Industry
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“Role Play”, anyone?By admin on April 14, 2006 | No Comments
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Sarah Little our Secret Shop and Evaluations specialist takes us down a different roadAnd now for something completely differentAnd where we stop no one knows . . .Sometimes some of my best ideas end up being so far from where I started that it is impossible to retrace my steps and remember how I got there. I remember a few projects that took a turn for the worse, but, all in all, the end results have been unique and fun.When I’m ready for a change, or am asked to make one, I like to start with what I’ve got. I take the ideas and “dream up’ a little something different. I like to think of ways I could change a process and make it an entirely new service or idea.Gather a little information and research what you are aiming for. It’s always helpful to see what everyone else is doing, and what he or she isn’t doing. Sometimes what they aren’t doing can be the thing you do that gives you one up on them!Anyone would jump at the chance to expand business and begin generating new clientele. One of the best ways to do that is to know your clients and ask them what they would like to see. This gives you a general direction to go in.One of Phone Smart’s more recent services is our Role Playing Helpline. I’d like to say that I thought of it, but it was Tron who came up with the innovative method of training. It really is the perfect tool. An employee can call in and get help with anything they have trouble with in his or her sales presentation.What makes it so great is that the Helpline can be used by anyone at any level of sales experience. They can use it on their free time. And the best part is that it pays for itself 100 times over.If you could gain just one more renter a month because your employee knew how to present the service, how much would you be willing to invest? I say invest. You really are making an investment when you hire an employee. You put, to some extent, the success of your business in their hands. They make first impressions and maintain some kind of rapport with your customers. It’s up to you if they are given the tools necessary to increase your revenue.If you’d like to get onboard with this creative and powerful new tool contact us at sarahlittle@phone-smart.net
Take some time to look at what you’ve got and dream up a little something that could liven up an old product or make a new productSarah
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