Customer Concerns

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After years of renting self storage to customers via the telephone, PhoneSmart reps have heard all kinds of excuses as to why a caller does not want to reserve a unit right now.  We refer to these as Customer Concerns, and have come up with many phrases to help overcome these concerns.  Here are just a few examples.  

• I am not ready to reserve yet.– Have you done any shopping around to other facilities?  How do we stack up?
• I am still shopping around. – I understand that you want to see what else is out there.  But since availability is limited, it is a good idea to hold a unit with us.  That way when you call us back a unit will be waiting for you.
• I need to speak to my husband. – I understand, my husband and I like to discuss everything too. By putting a unit on hold you know you have it while you finalize your decision.  Plus, he’d probably be relieved that you’ve already taken care of everything. 
• I don’t have a credit card. – Do you have a check card with a Visa/MasterCard logo on it?  Or maybe you can borrow one from someone, since we do not charge anything on the card. 
• I’ll just come to the store. – We want you to come to the store and take a look around.  However, the reason you are talking to me instead of the store manager is because he is out showing storage units to a customer.  That is why it is important that we reserve a unit for you now, so we will have a space for you when you come into the office.
• The price is too high. – What were you expecting to pay?  If you do any shopping around you will find we have an excellent value for the area!

Often customers just need a little extra help to get them to commit to reserving a space.  At PhoneSmart we go that extra mile to help our callers make the decision.  And we always do it in a very nice and polite way – and always with a smile!

Written by: Ann Sheehan

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