It’s the Little Things That Count

A rose by any other name still smells as sweet. Mr. Shakespeare left us with these immortal words of wisdom in his famous star-crossed tragedy. However, I have to call shenanigans! My name is Julio, and by any other name I don’t answer. It never fails that at least two or three times a shift here at the storage reservation center; someone doesn’t call me by the correct name. Sometimes it’s Julio (pronounced with an English J instead of a Spanish J), José, Raúl, Paco, or Pablo. Basically, the people inquiring about storage call me any male Hispanic name but my own. I pleasantly correct them and move on.

Now please don’t misunderstand my message. I’m not complaining of the inability to remember a person’s name that the caller only speaks to for about 5 minutes. My message is quite the contrary. Understanding the frustration I experience helps and motivates me to ensure that I remember the name of the person I speak with. It sounds simple, but in the storage industry, anything that helps you stand apart from the competition is necessary. When someone calls in for storage, I make sure I ask what the caller’s name is within the first two questions. I then write the name down on my scratch paper to ensure it is remembered. When it is time to enter the information to reserve a storage unit, I always double-check the spelling of the name. Even the simplest name can have multiple spellings. Make the person feel special by letting them know we care how they spell their name.

Written by: Julio Montes, Call Center Supervisor

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