Focus On The Customer At Hand

Yesterday I was running some errands and I needed to get a replacement water filter for our refrigerator. I thought maybe that one of the department stores that carry appliances would have them, so I had my boyfriend call over to the store before I went so that I wouldn’t be wasting a trip over there. He called me back and said that they did carry them, so I drove over there and walked around a bit. A sales lady was talking with a family and continued to walk around looking for a display of filters. The sales lady finished talking and asked me if I need some help. I told her that we had called and that the store did carry the correct water filter for our refrigerator. She then told me that it wasn’t her that we spoke to but continued to help me find the right filter. She seemed very worried about who we had talked to on the phone throughout the conversation. Another sales person walked by and the sales lady asked them if they had spoken to someone on the phone about a water filter. The sales person said no. She rang me up and I was on my way.

If I had been secret shopping this sales lady I would have to suggest a few things:

• Don’t be so concerned about who talked to who on the phone, if you work for commission then ring up the next sale around the same price for the other person.
• Direct you attention and listen to what the customer is asking for. I told her the filter was for a GE appliance and yet she picked up other brands looking for the correct serial number.

Both of these suggestions apply to the self storage and property management business. Self storage businesses need to make sure their managers are doing a great job with customer service and sales on every call and every walk in. Listen to what the caller or customer is saying and help them find the correct self storage unit that will fit their needs. They will be thankful for all your help in the end.

Written by Natalie Thomas, TQAS executive.

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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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