I Knew I Was Being Secret Shopped

Sometimes when we are feedback shopping a manager at a self storage facility they will tell us at the end of the call after the revel that they thought they knew that they were being shopped. Sometimes this is an excuse given by the manager as to why they didn’t score very well on their shop. We try to explain that even though you think you are being shopped, you should still try your best and provide customer service to all the calls you receive in your self storage business office. Our secret shopping department tries to reach either a certain manager or a location and shop them. We are not out to catch anyone or put them in a gotcha situation. We are providing feedback on how the manager does on a typical sales call about self storage to help the manager improve on their sales skills. We want each self storage manager to score well and we want to help them in any way we can. So, the next time the phone rings in your self storage office, give the caller your full attention, smile and give the best customer service you can. Chances are it won’t be a secret shopper, but even if it is, you want to give it your best for every call.

Written by Natalie Thomas, TQAS department.

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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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