5 Steps To Customer Satisfaction

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Take a moment and ponder on this for a couple of minutes. Why would a customer decide to rent with your facility instead of driving a couple of blocks down the road to your competitor? What are you doing that is delivering the service that the caller is looking for? Well you are in luck. Here are some proven steps that will have the customers filling your storage spaces with their various belongings.  

1. Introduce yourself to the customer and let them know that you are here to take care of their needs. This helps break the ice and starts the rapport building process.

2. Ask the caller what their needs are. Finding out what the customer’s needs are and being able to satisfy those needs will make you a winner each time.

3. Recap their needs. By accurately recapping their needs, this informs the caller that you have actually listened to what they have to say. This step establishes that rapport with them. Most people just want to be listened to. During this step, you have to be sure not to interrupt the customer when they are talking.

4. Satisfy those needs. This step is definitely the hardest one to do, because if you don’t do the first three steps, the caller won’t be satisfied as the visit ends. Whether it’s the alarm doesn’t work on my unit and some of their things are missing, to I will need another space for my belongings, try to do your best to take care of their needs.

5. Thank them for coming to chat with you and allowing you to be the one to take care of them. Customers appreciate the fact that you tell them thanks for coming by or renting from you. How you end the relationship that day helps the customer decide whether to have a return visit. 

How you manage your property is up to you and you are in charge of its everyday business. If you can provide excellent customer service, you will win in your piece of the market. 

Written by Joel Little

Thanks for reading our property management blog and inside view of the self storage and property management industry.

PhoneSmart is your offsite sales force and call center in Columbia, Missouri.

Rent storage at 9455 215th St W, Lakeville, MN 55044

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.