Building Rapport in Property Management

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In your opinion, which is the better welcome?”

“Hello, thank you for calling the NCC, this is Billy, How may I help you with storage today?”
“I am looking for a small space.”
 “Great, I can help you with that.  Who am I speaking with today?”
“Jen.”
“Hello Jen, how are you today?”
“Good.”
“Well Jen, I will be asking you some questions in order to find the best solution for you today.  Is that ok?”
“It sure is.”
“What will you be storing with us?”
“Well, I am looking for something to store 10 boxes.”
“Great, I have the perfect size that will fit you.”

Or

“NCC storage.”
“Yes, I am looking for a small space.”
“We have a 5×5 for $55 that will work you.  Would you like to reserve that?”

Hopefully you found the first choice the better of the two.  When people are calling around for self storage or any business inquiry, they are looking for great service.  Great service begins with great contact and the start of building rapport.  Asking for the caller’s name and getting to know them, versus gaining their name to document the call, helps the caller relax on the phone while talking to you.  If they feel they are speaking to a friend rather than someone who is trying to sell them self storage they will open up to you and rent from you because you treated them like a person, not a statistic.

Written by Joel Little, experienced salesman and dreamer of owning a Playstation 3.

Thanks for reading PhoneSmart’s property management blog, where we explore property management trends in the property management industry.

Your local self storage unit provider in 3985 Atlanta Hwy. Bogart, GA. 30622

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