Customer Service
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Most people love being sold to when they are looking to buy a product. Think about the last time you went to buy something. Some of us had some pleasant experiences and some not so good. Now, when you got to the register or when you picked out a product, does the sales person or the cashier try to get you to purchase other items as well? Do they pressure you to get their store credit card or a savings off your product if you buy more? That sucks right? Wait, do we not do that to some of our customers?
In , some of us run the property differently than others. When it comes to the sales portion of our property management, some of us decide not to tell the caller about any additional costs there are to rent (lock, admin costs, etc) until they come down to the facility. The customer does not deserve that. If they come down ready to move all of their belongings and bring enough money to cover their unit and tax, they will not be too pleased to pay more than what was quoted on the phone. In your property management, ensure the caller knows what they are paying for, or any extras they need, before they rent with you. You can maintain that great relationship with the caller if you do so.
In property management, you are trying to get your property to grow. The relationships you build with customers are one of the ways you will grow your business. Most people involved in property management, want their people to ask for credit cards over the phone in order to hold the space for the caller. When trying to get the caller to reserve a space with a credit card, sometimes that could be done better. Instead of just offering to have the space held, tell the caller why they benefit from giving you their credit card. In property management, your business could grow if a customer can understand limited availability or ensuring that they get the great special that was offered. They will not enjoy the fact that you are pressuring them to give you their credit card with no tie in to why they should give it to you. Would you just give your credit card to a person that says something like, You can hold this space if you give me your credit card. In that statement, most people would figure they have many spaces so they do not need to give them a credit card over the phone. In property management, you have to teach your employees to show the caller some value when asking for their credit card. Their credit card is their identity. In property management, your job is not always going to be sales, but you are there to ensure the customer has a great experience while they are renting from you. Protecting their identity would be something the customer would appreciate.
In , we have people that are there to help the customers that call or come into our building. In property management, you should take the time to ensure that your associates treat them as they would want to be treated. Make sure the customers are not pressure them. Your associates should take the time to develop a relationship and take care of their needs. Do not surprise them with extra costs, as you would not like to be. Take care of them now and they will refer people to your facility or rent with you for a long time. In property management it is your job to either be the one to ensure customer satisfaction, or appoint someone to do the job. Make sure your customers are taken care of.
Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.
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