Confirming The Customer’s Needs

Before I go to bed, my wife and I go through a particular process.  I make sure that I fill the humidifier with water (so we can breathe at night), fill up a cup full of water for her to drink, make sure that the covers are spread out on the bed, and I set two alarm clocks for me to get up with.  Yep, I set two different alarm clocks to get myself up.  I set the alarm clock on my phone to get up at the time I need to get up, and I set the alarm clock on my desk for a few minutes later, in case I oversleep. But the thing that my wife always makes fun of me about is when I check the alarm clocks three or four times each, to ensure that I set them for the correct times.  I hate being late.

I find myself doing the same thing at work.  When someone buys something from me, I always go over the whole ticket and ensure that I didn’t miss anything.  The same thing is true in self storage.  When I am evaluating employees on how well they take care of their customer’s needs, they have to sometimes recap the needs to understand them.  One thing that I frequently type in the comments box is that the manager should double check or confirm that the caller is asking for the right size.  It is ok to check once or twice to ensure that the right size is recommended for the caller.  If the caller gets the wrong size and they get all the way down to the site with their truck and their help to load the space up, they will be unhappy.

Written by: Joel Little

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

Self storage is conveniently located at 9420 De Soto Ave, Chatsworth, CA 91311

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

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