Total Quality Assurance Service » PhoneSmart http://www.totalqualityassuranceservices.com Total Quality Assurance Service is your premier TQM and customer service central Thu, 26 Aug 2010 20:06:02 +0000 http://wordpress.org/?v=2.8.4 en hourly 1 Repetition http://www.totalqualityassuranceservices.com/repetition/ http://www.totalqualityassuranceservices.com/repetition/#comments Thu, 19 Apr 2007 09:07:14 +0000 PhoneSmart

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

]]> If you’re a parent or ever where the parent of a youngster, then you can relate to this sound before…  “Mom, Mom, Mom, Mom, Mom, Mom, Mom,”  (same goes for “Dads”, I don’t want to leave you “Dads” out, because you get the same as we “Moms” do.  “Dad, Dad, Dad, Dad, etc”)  Anyway, you get the point.  Sometimes it wants to make you just scream.  But what do we do.  You calmly reply, “Yes, honey?” 

Not saying that grown adults are anywhere near the same as a child, however, if you manage employees in your self storage business, you will get asked muliple questions on the how to’s and the in’s and out’s.  And there is no doubt, that with the majority of your employees will you have to repeat yourself over and over again.  If your employee has a question that you have explained numerous times, tell them again.  If they’re asking that means they are interested in learning the right way to do it. It’s better that they ask you repeatedly until they understand the self storage industry rather than the employee who never asks and does it incorrectly. 

As parents, we learn to repeat ourselves over and over so our children understand.  People are people and in the “ideal” world, all adults, all employees will retain the information that you gave them the first time and never have to ask again or they will do it the correct way, without ever making a mistake.  Sounds like a bunch of robots if you ask me.  Sure you may have some employees that retain every piece of information that you’ve ever given them, but those are the talented few that can do that.  But if you have an employee who is overall dependable, friendly, professional, understands the job, does their job, but has questions on a few things, that’s to be expected. Work with them. If you have a self storage customer who asks you the same question twice because they don’t understand, are you going to bite their head off?  Or are you going to try to explain it to them in more depth or in a different way?  Even if they ask you three times, how would you handle it? 

Remeber to treat your co-workers and employees as you would your children or your customers, with respect by showing patience, sincerity and sharing knowledge.

Written by: Robin Turner, Call Center Manager

Thanks for reading our property management blog, a diary of the self storage and property management industry.

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

Self storage is conveniently located at 2006 Williamsport Pike, Martinsburg WV

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

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]]> http://www.totalqualityassuranceservices.com/repetition/feed/ 0 Customer Service: Are Cities Responsible for Side http://www.totalqualityassuranceservices.com/customer-service-are-cities-responsible-for-side/ http://www.totalqualityassuranceservices.com/customer-service-are-cities-responsible-for-side/#comments Fri, 08 Dec 2006 10:16:31 +0000 PhoneSmart

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

]]> I previously wrote a self storage blog about the excessive snowfall that our city recently   received.  As I traveled the streets yesterday, I was pretty appalled by what I saw.  There were cars that were parked along the side of the street that had a 4 foot snow wall against the cars.  This was obviously done by the city workers that were clearing the traffic for those to pass through the streets. Now a solution to one problem has created another problem.  How are those that are parked on the streets are supposed to get out from their parking spots? In addition to the 19 inches of snowfall to shovel the owners of the vehicles have 4 feet of snow to add to their shoveling duties.  There would not be a problem if those owners were forewarned about the plowing of the snow and how they would be barricaded in, however I doubt this was done at all.  If this had been done and the owners still chose to park their cars along the side of the road the day of the plowing then that would be a personal choice.  A little consideration goes a long way.  The same with self storage facilities, when the decision maker decides to increase the rental rate of the self storage units.  If the decision maker would send a notice of the increased rate then allow the tenant to decide whether or not they want to stay with the facility, then that would be a person choice.  I feel that it is unethical of companies to perform a duty or task or rate increase without a warning,  Please do not misinterpret this email that I am ungrateful or bashing the city workers because I do appreciate what they have done and will do.  I feel that allowing a person to make a choice is the fair thing to do even in the self storage industry.

Angela Perry, Trainer at PhoneSmart, your offsite sales force. A Call Center in Columbia Missouri.

Your local self storage unit provider in 3100 N Mannheim Franklin Park, IL. 60131

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

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