Customer Service Starts In The Greeting

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Maybe it’s me, but I usually expect everyone I talk to on the phone to take care of me as if I would take care of them. So, it definitely makes me kind of perturbed when I don’t get the service I expect. When I call an establishment, I can usually tell by the greeting what kind of service I am going to get.

When I am evaluating calls between self storage managers and their customers, I always pay attention to the greeting.  I hear some great opening phrases that are warm and inviting and there are some that leave something to be desired. There was one call in particular that made me almost keel over in laughter but at the same time feel bad for the caller. After the phone stopped ringing, the self storage associate greeted the customer by saying, Hello, who’s there? I felt bad for the caller and I knew that the call would not go that well from there. 

It is very important for the call to start on a good note. The manager has to be able to get the caller hooked in and build good rapport at the beginning. When the manager from above answered, who’s there? I just couldn’t believe it.

Written by: Joel Little

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Find self storage at 5329 Westbard Ave, Bethesda, MD 20816

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