Communication is Key

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Sometimes when I take calls for self storage it can get a little frustrating when there is a lack of communication between PhoneSmart and the property management clients we answer for.  So in turn we get a customer that is asking us about something we do not have any information on.  Yes, I can offer to put them through to the self storage facilities voicemail or offer them to call back.  Then sometimes that is not the answer the customer was looking for. They are frustrated that they have a live person (yes, I have been asked if I am a real person before!!) on the phone that should be able to provide them the information they are seeking.  SO, I try to make the situation better as best I can and move onto the next call, which is all I can do.  We only have the information our clients provide us with so they provide the information they believe to be the most important.  Lately I have taken quite a few calls with questions I could not answer about the particular self storage facility.  One that pops up a lot is about pest control and they mainly ask that if they have had a bad experience in the past with pests and self storage.  Another one is how old a particular self storage facility is.  That one is different but for one reason or another it is important to the caller.  I pretty much can only tell them that I can have an employee of that particular facility give them a call back with the information.  Sometimes the customer is understanding of the situation and at other times not so much.  As much as I hate leaving a customer hanging I have to if I don’t have that information in front of me to give.  I just move onto the next call and hope I can provide the answers they need about self storage.

Written by Wendy Lane, PhoneSmart telephone sales rep and business blog writer.

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