A Helping Hand

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Self Storage is certainly an interesting industry.  A young lady called me one afternoon and she was calling about her bill.  Although I don’t handle billing or accounts, she didn’t ask or give me a chance to respond to her as she started to explain her personal situation.  I understand and certainly feel for our customers and it’s so easy to put ourselves in their situations; however, some of the caller’s requests are completely unreasonable. And some of our customers honestly believe that they would be able to receive what they’re asking for. 

You may want to add this to your storage diary so you can be prepared for it in the future.  This young lady was behind on her bill and her and her husband just got a new apartment.  They didn’t have any furniture in their as of yet and her request was if she could pay half of her rent so that she could get half of her furniture out of the climate controlled storage unit.  Instead of just forwarding her to the manager’s voicemail I explained to her that the store wouldn’t allow her to do that as they require her to pay for her unit in full.  I still offered to place her into the stores voicemail so the manager could call her back, but I hoped that I prepared her for what the manager was about to say to her. Since our call center answers for over 500 store locations in the United States and Canada, we get a wide variety of situations that callers are dealing with.  We not only offer to rent or reserve a unit to callers, but we also try to help the store managers in situations like this, so they don’t have to.

Written by Robin Turner, Call Center Manager

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