Don’t Surprise Tenants With Added Fees

I love being sold to when I am 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 pick out a product, did 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 doesn’t it. Wait, don’t we do that do some of our customers?

Let me explain what I mean by the last line above. Some of us decide not to tell our self storage customers 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 very pleased to pay more than what was quoted on the phone. Ensure that the caller knows what they are paying for and any extras they need before they rent with you. You can maintain that great relationship with the caller if you do so. 

Trying to get the caller to reserve a space with a credit card, could be handled differently than I sometimes hear. Instead of just offering to have the space held, tell the caller why they benefit from giving you their credit card. 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 you credit card to a person that says, You can hold this space if you give me your credit card. In that statement, I figure they have many spaces so I do not need to give them my credit card over the phone. Show the caller some value when asking for their credit card. Their credit card is their identity.

We are here to help the customers that call or come into our building. Take the time to treat them, as you want to be treated. Do not pressure them, 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.

Joel Little, Experience manager.

Thanks for reading our secret shopping blog. We offer sales techniques that will help you rent more units.

94607 Self Storage

65202 Car Storage

Rent storage at 21002 Heron Way, Lakeville, MN 55044

Are you moving to West New York, New Jersey? Visit our partner at West New York, New Jersey moving information center.

Tweet This Post 

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

View admin's Profile      Subscribe via RSS