» Quality Assurance Services

I am a mom on the go.  My son has many extra curricular activities that take place in the evening hours.  Because of our busy and hectic schedule, we are eating fast food more times than a home cook meal.

I recently went to a fast food restaurant that will remain nameless; however, I am sure that you may be able to decipher which store I am talking about.  I ordered my chicken dinner that came with two side items.  Once the order was taken and repeated to me for accuracy, I proceeded to the window and paid for the order.   I waited approximately 3 minutes before the cashier came and let me know that one of the side orders would not be available for another 7 minutes.  He gave me the option to substitute for another side item instead of waiting the time for the item to be prepared.  I decided to wait.  After the wait the gentleman came to my car with the completed order.  I looked inside the bag to ensure the accuracy of the order. I noticed that the same size side item that I ordered was in the bag.

Although this was correct (as I did order the smaller size side item) a little compensation would not have harmed the restaurant to show their appreciation for my patience and upgrade the size of the side item.  It is not my fault that the items were not available when I ordered it and 7 minutes of my time was taken. The fact that I was willing to wait to oblige the restaurants fault of not having the item prepared would have been less aggravating if offered a bit of compensation. If I had been mystery shopping their store they’d receive a 0 for speediness.

In the self storage industry I’ve learned how to be accommodating to my customers even if it is to give the customer a $20 coupon or lock (as long as it is mine to offer), especially if the unit or unit type that is requested is not available. These simple sales techniques can lead to sales increase.
 
Written by Angela Perry, PhoneSmart call center trainer and reservations specialist.

Thanks for visiting the PhoneSmart call center blog.  We offer an insider diary of the self storage and secret shopping industry.

Your local self storage unit provider in 1015 N. Halstead St. Chicago, IL. 60622

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I’d like to share a letter written to a prospect. It is a great highlight of the secret shopping service offered by PhoneSmart. Hi John,  I will be happy to get your secret shopping started.

I’m not sure what Bob has discussed with you about the details of secret shopping so let me begin by giving you a brief overview of our service. We have mystery shoppers who will call your storage facilities and pose as a potential customer. They will ask your managers questions about storage such as, “How much is a 10×10?” or, “I’m looking for storage, can you help me?” Our shoppers put the ball in the manager’s court so we can see how well they sell their store.

Once the calls for your company are completed, we will evaluate each call and provide a written report for each. At the end of the month we’ll mail you the CD of the calls along with the written reports. We can also email mp3’s of the shops if you prefer.

We offer a standard evaluation form for the self storage industry. I’ve attached the form; feel free to review it and let me know if you would like to make any changes. It’s completely customizable and can be formatted to meet your needs.

I have a few questions that will help me get your shops started:

1. Would you prefer we call each facility and shop whoever answers, or that we shop specific employees?

2. How frequently would you like the shops? (i.e. monthly, bi-weekly, etc.)

3. How many shops do you estimate we will make each month?

Hopefully I’ve answered some of the questions you may have had. I look forward to hearing from you soon.

Thanks,

Sarah Little

Written by Sarah Little, Total Quality Assurance Executive at PhoneSmart.

Thanks for visiting our secret shopping blog, we’ll give you the honest details about the self storage and mystery shopping industry.

 Your local self storage unit provider in 2021 Griffin Rd. Dania Beach FL. 33312

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Getting a caller to reserve a storage unit can sometimes be tricky; so what’s the next best thing to do if we can’t get that reservation? Get them to come into the store! Getting their foot inside the store is certainly a step in the reservation direction.  It doesn’t cost the prospect anything to “schedule” that site tour and the manager or any other one of the employees will be happy to show the prospect around the storage facility.  Showing a unit is like showing a house to a potential buyer; thus it is true that storage is like real estate in more ways than one.

According to my evening shift supervisor Julio, a site tour takes about 15 minutes of a prospect’s time, so they won’t have to spend too much time there but in those 15 minutes the friendly and very knowledgeable staff at the facility will be able to answer any questions the prospect may have.  Having some flyers handy with any additional information sitting on the counter where the future customer can easily see it will certainly help.  Of course it wouldn’t hurt to have a small plate with candy sitting right next to the flyers! This is a very good sales technique that can increase sales.

We train our reps to go for the site visit if they prospect isn’t quite ready to reserve. In fact, our selling techniques are what set us apart from our competitors. PhoneSmart is always happy to teach you the techniques we’ve perfected over the years. You can learn them with our training course or by using our mystery shopping program. We also have a Role Play Helpline which allows us to give your staff one-on-one training. This is our newest service in our training line. Give it a try and let us know what you think.

Written by Carmen Huff, PhoneSmart call center reservations specialist.

Thank you for visiting the PhoneSmart call center blog.  We offer an inside view of the self storage and secret shopping industry.

Your local self storage unit provider in 718 Atlantic Ave. Brooklyn, NY. 11217

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When do you sit and wait and when do you go get some more business? This time of year, the demand stars to slow down and we start wondering how we are going to get through the winter. In most businesses, you know what you are going to do in each season. The retail sales all fall predictably on the calendar. How predictable do you want to be? Do you want to run your specials in May and June and not the rest of the year, hoping you can hunker down and make it through? Do you want to run specials when you are slow, hoping to perk up the numbers a little?

There is no reason you need to do whatever your competitors are doing. Do what you think might help and then see what happens. You might be surprised.

Written by Tron Jordheim, PhoneSmart director and business blog writer.
Thanks for reading PhoneSmart’s secret shopping blog, an inside peek into the secret shopping business and the mystery shopping industry.

PhoneSmart offer many services besides its valued call center. We offer outbound calling, follow up services, secret shopping, quality assurance services, survey implementation, role play helpline, training packets, on site consulting and more.

Your local self storage unit provider in 980 4th Ave. Brooklyn, NY. 11217

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Lately I have been getting more and more calls by people stating they are not the person needing a unit but that they are calling on behalf of a friend and or a relative who is the one needing a unit.  How do I know if I am being shopped or if the caller really is calling for a friend, or calling for himself/herself?   As far as secret shoppers go, those types of calls are usually easy to detect.  But when it comes to determining whether the non-secret caller is calling to get prices for themselves or truly calling for a friend, I have a few suggestions as how to identify them.
First, ask the obvious; once you have asked what the callers’ name is, ask them what their friend who needs the unit name is.  Two things will occur early on in the conversation.  The caller will either easily mention the friend’s name they are calling for or they will freeze up and admit to really calling for themselves.  Once you have established that, you move on to the next phase, depending on what answer you get.  Sometimes when you have figured out that the caller is calling for themselves they may become a bit annoyed by the fact and state that they don’t need the unit anytime soon; that they are just calling for prices. Turns out they do need the unit soon but they are comparing prices.  Usually you can easily entice this type of caller to reserve over the phone if the store is offering a neat special.
As for callers who are actually calling on behalf of someone else, I find that when the caller is the mother, father or other close relative calling to get prices for the prospect that if you cannot get that relative to reserve a unit, if you represent the storage facility very favorably, the relative calling will pick up on that and ask for your name and even ask you if you have an extension number where the person needing the unit can reach you.  I have found that the person needing a storage unit, ends up calling me that same night to reserve the unit.

So next time you get a caller stating they are calling around for someone else, be prepared to know how to handle these type of calls, and be on the lookout for those mystery shops.

Written by Carmen Huff, PhoneSmart call center reservations specialist and business blog writer.

Thank you for visiting the PhoneSmart secret shopping blog, an inside peek into the secret shopping business and the mystery shopping industry.  

Your local self storage unit provider in 9 N 004 Route 59 Elgin, IL. 60120

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The last self storage blog I wrote was about the importance of the question, “Is this a convenient place for you?” I would like to expand on the importance of this question.  Think of a place in the next town from your hometown.  Now that you have that place in mind, concentrate on it while you read this business blog. (I am thinking of the shopping mall that is in the town that is about 30 miles from the town that I currently live in). The question that I hear when I call places or when I am getting calls in the call center is if I know where the location is or if the caller knows where the facility is located.  This question is a separate from asking if it is convenient for the customer.  Now think about that place in the nearest town over from you, you know where it is and how to get there but is it convenient for you?  Knowing is very different from being convenient.  In my case driving 30 plus miles is not convenient when I would rather drive only 10 miles at the most. 

This only works for people like me who live in a small rural town.  Those who live in the city and are accustomed to driving the distance still would prefer the 30 minute drive verses the 40 minute drive.  Time is of the essence and gasoline prices are raising; therefore make it convenient for our customers and yourself. This could be considered one of the self storage secrets; using the word convenient.

You can monitor your staff’s sales techniques by using a mystery shopping provider. Secret shopping is an excellent tool that will offer an endless learning experience.
 
Written by Angela Perry PhoneSmart call center trainer.

Thank you for visiting the PhoneSmart call center blog, an insider diary of the self storage and mystery shopping industry.

Your local self storage unit provider in 1015 N. Halstead St. Chicago, IL. 60622 

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Many people have different perceptions of voicemails.  Some may view the voicemail as a nuisance and others may see them as resourceful.  Instead of perceiving the voice prompts as a nuisance, we should see them as helpful.  In a voice message there is a lot of information that is given.  Taking the time to listen to the voice prompt may answer your question before having to press a desired option. In most voicemail messages the five W’s are typically answered. The who you called, the where the location is, the what to do after the beep or what will happened once a message is received, the why not available to answer the phone, and when a message will be returned.  Additional information such as access hours, payment, drop box and truck rental and return procedure may be included as well.  Listening to the message in its entirety may reduce the conflict of getting a live person that is in the incorrect field to assist you with your needs.  Most voice prompts are designed to direct us to the path that we need to go down to get our concern or question answered effectively.  The recorded voice of the person that set the message up has taken the time to do so; therefore in return (or to show our appreciation) we should take the time to listen to the message. It will be amazing the information that we will obtain by listening.

Written by Angela Perry, PhoneSmart trainer and business blog writer.
Thanks for reading the PhoneSmart secret shopping blog. You’re inside peek into the secret shopping business and the mystery shopping industry.

Your local self storage unit provider in 3540 Dykes Rd. Miramar, FL. 33027

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It’s important for your customers to have faith in your service. They should be confident in knowing that you and your staff will be there for them when circumstances lead to self storage. Your customers should also believe that their belongings will be safe and protected while at your facility.

Customers assume or automatically give a certain amount of faith in your company, after all, they did choose to store with you. However you play the biggest part in strengthening their confidence in your storage facility.

Creating buy in to your store starts with your very first conversation with your customer. When they first inquire about self storage, you should make sure they don’t go away without knowing why you are the best place in town. Tell your customers about the amenities you have at your facility. These may be things like: access controlled gates, video surveillance, on-site managers, a fenced facility, monthly pest control, etc.

Whether or not the customer already knew these things, assumed them, or had no idea, hearing you talk about the amenities will build value in your store.

You can also go a step further and give your caller’s peace of mind by letting them know why or how these amenities will make life easier or safer for them. Tell them things like: “We have access controlled gate so that only tenants have access to the property.”, “Our managers live on-site, so there’s always a watchful eye.”, “ With our monthly pest control, you’re sure to get the best value at our facility.”, etc.

Once you’ve created buy in, you’ve created a loyal customer!

                                           ”Get a good idea, and stay with it. 
                                              Dog it, and work at it until it’s
                                                    done, and done right.”

                                                  Walt Disney (1901-1966) 
                                                  American entrepreneur, 
                                             movie producer and showman

An article from the secret shopping monthly news letter “We’re with you every step of the way!”. Written by Sarah Little, PhoneSmart Total Quality Assurance Executive and mystery shopping professional.

Thanks for reading our secret shopping blog, the truth about the self storage and mystery shopping industry.

Your local self storage unit provider in 3500 I-70 Dr. S.E. Columbia, MO. 65201

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How many time is the self storage industry, secret shopping industry, or life in general have we not capitalized on a chance to ask a question, get more information, or take an opportunity presented to us? For some of us, it’s the promotion that we passed up at our jobs. For others, it could have been their chance to ask a guy our girl on a date that could have turned out to be their soul mate. Whatever the case may have been it could have been a situation that could have changed our lives.
 
The same opportunity exists in self storage. If we don’t ask that one extra question, it could result in missed reservation or a chance to sell the storage facility. How many times has someone called to speak to a manager but didn’t give a reason? Did you refer them to the voicemail? Asking a simple question, “Did you need storage?” could open up new doors. If you are there at the facility, the caller could have been calling to come into the store to get boxes. That could have been your chance to get them a storage unit for those boxes of things. If you are at a call center that could be a call you could turn into a reservation or hot lead for a client. Asking qualifying questions could be the difference in a sales increase or decrease.
 
Written by Ronald Smith, PhoneSmart call center reservations specialist, and business blog writer.

Thank you for visiting the PhoneSmart secret shopping blog, an inside peek of the mystery shopping industry, and secret shopping trends. 

Your local self storage unit provider in 11510 N. Main, Kansas City, MO. 64155

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Do I expect customer service as a consumer or is it because I work in the customer service field?

I have been having a heck of time with AT&T Phone Company. First, it is very difficult to get through to a person. Unlike our self storage facilities, they do not have real people readily available.  You have to go through prompt after prompt and wind up talking to a recording. I found myself wanting to scream at this auto person! I finally pushed zero to see what would happen and the recording said, “Oh, you want to talk to an operator”, and I was transferred to a person.

Obstacle #2 was that the person was not in the right department. I was transferred again. I finally got to the disconnect department and told them I didn’t agree with the bill and wanted to cancel my service.

As soon as I got that out of my mouth she said, “Oh, you have a problem with your bill”, and I said, “No, I want to disconnect my service”! I was transferred! I don’t think she was still on the phone she was already transferring me.

Then billing got on phone. You know, of course, there is hold time for all of these transfers and I was getting annoyed. I told them what had happened and of course I was transferred to disconnect. Now I am back on phone with them, telling my story once again. While I am telling them a little about their stinky service and I didn’t agree with the fact the set up person didn’t tell me about the charges for the internet service and I want to send back the modem, I was transferred to the Internet service. I did not know what happened until they were on the phone, they told me how to send it back.

By now I am ready to get off the phone and scream! What an ordeal! I felt that no one listened except to catch a “buzz word” that had to do with another department then I was being transferred.

So three weeks later I get a phone call from AT&T demanding payment or my phone will be disconnected. I wanted to go through the roof!! The company that I was switching service to told me they would use the same number so I never really realized I was still with AT&T.

I told them this was suppose to be discounted three weeks ago but since I was passed around so much then, no one heard me say, “Disconnect this”. She really didn’t care she wanted payment I told her I wasn’t paying and I hung up. Now I have to call them and see what happened with the disconnect request. It started all over. I was passed here and there and finally I talked to a nice woman who took her time, heard all the words, and figured out to help me. I was finally given a reference number and was told I would be compensated for the last three weeks.

I think as a consumer I expected better help than that. Being in the customer service field I know what excellent service is.  Listening to the caller is one of the greatest sales techniques and we do our best here to be an asset to our self storage stores.  Good skills lead to sales increases but poor skills lose customers.  Maybe the phone company should hire us. Perhaps they should reconsider their quality assurance measurements.

At PhoneSmart, we randomly have two of our conversations monitored by our secret shopping department. This is just one of the ways we ensure quality service to our self storage customers. Any business, especially those giving a service to the public, should consider a mystery shopping program. It’s a great way to gain the customer’s perspective and improve your customer service.

Written by Dana Shields, Supervisor and Reservations Specialist for the PhoneSmart call center.

Thank you for visiting the PhoneSmart call center blog, an insider view of the self storage and mystery shopping industry.

Your local self storage unit provider in 9 N 004 Route 59 Elgin, IL. 60120

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