Leave No Man Behind

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When you answer the phone and a self storage customer hesitantly asks a question like, how much are your- um- storage things, you already know you are talking to someone who probably hasn’t encountered the self storage industry before. From the beginning of the call, you should be aware of their lack of knowledge in the coined phrases we use on a daily basis: access controlled gates, onsite manager, climate controlled storage, etc.

Even when talking to a customer who seems to know their stuff, self storage managers should pay close attention to the caller to make sure they’re following along with the conversation.

It’s important to be sensitive to how comfortable your caller, or the customer in your office, is with your conversation. Make sure they are following along with you and understand what you’re saying. If you leave them behind somewhere along the way, when it’s time to close the sale your customer will still be lingering in the self storage abyss where you left them- pondering the meaning of Bob Bader.

The solution is easy. Don’t overwhelm customers by listing too many details in one breath. Don’t clutter their mind by telling them irrelevant details for their self storage needs, like telling them the name of the pest control company you use or how many steel rafters are holding up the roof. Certainly, these things are beneficial, so mention them quickly.

And the second half of the solution, relate to the customer what you’re talking about. If you say, We have an onsite manager, follow it up with, which means that the manager lives on the property and it’s very secure.

Keep the caller by your side through the entire presentation and don’t leave them behind.

Written by Sarah Little, TQA Account Executive

Thanks for reading our property management blog, where we offer sales training and advice.

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