Anyone Can Answer The Phone
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Who do you let answer the phone at your self storage or property management company? Chances are your employees answer the phone for your business, but can your employees answer the phone and help the customer and reserve a storage unit or an apartment, maybe not.
A few of the companies that we secret shop and are still slow to recognize the power of the telephone sales script when answering the phone. Some of these companies answer the phone and maybe ask one or two questions and then give the price of the unit. They don’t try and get the most information from the caller to provide them with great customer service. They don’t let the caller know about some of the features and benefits of the property to add value to the price of the storage unit. They don’t build rapport, they don’t smile and they don’t get the callers name and phone number.
If you have these types of employees working at your counter you might want to evaluate your systems for providing customer service. strive to provide owners and managers with programs to help employees with customer service and sales training. Secret shopping can help your employees hear what they sound like on the phone and sometimes that will bring a change in attitude and willingness to learn a new system.
Written by Natalie Thomas, TQAS executive.
Total quality Assurance Services is brought to you by PhoneSmart – .
Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.
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