Accepting Constructive Criticism

I shake my head when some people choose not to take the feedback we offer to improve their sales presentation. It takes some level of humility to admit ones faults but at the same time I understand that someone may have a different spin on what you are doing. Some people put up a wall and their face frowns all up when you are trying to help them become better at what they do. Do they not want to improve their selves?

Yesterday while doing some secret shopping, I came upon a gentleman whom did a sub par job on trying to sell self-storage. He just gave me the price when asked and put no effort behind it. I was surprised actually at the poor level of customer service out of this manager. I attempted give him some feedback and he shut down. He went on to tell me that he was busy in the store, there was a customer right in front of him, and there was nothing he could do but give out the price. I went on to try to help by saying, If the customer is already at your store, most likely they won’t mind waiting a couple more minutes for you to answer the caller’s questions. The customer in the store is getting an idea of the level of customer service they will get if they have to call to have a question answered. The manager believed that could not happen. He was not responsive to my coaching. We ended the call with him saying he would try to do it the way we discussed but he could not see how it would work.

Now, I have been in sales for a long time. I believe that I know how to take care of every type of customer that walks through my door or calls on the phone. I have been secret shopped before and have not scored so well sometimes. I took the coaching and tried to improve the next time. I did not fight back; I willing took the feedback to improve myself. I am a stubborn person, but when it comes to customer service, the customer is more important than my ego.

Joel Little, experience customer service expert.

Storage Units

Self Storage Article Directory. Visit our Self Storage Locations by State Section.

Secret Shopping

Tweet This Post 

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

View Staff's Profile      Subscribe via RSS