Making Sure Your Managers Go The Extra Mile

Warning: gzinflate() [function.gzinflate]: data error in /home/totalq/public_html/wp-includes/http.php on line 1787

Many of the manager calls that we receive here are about problems the tenant is having. It is often very frustrating for us when there is nothing we can do from here, but there is absolutely nothing worse than someone at the store who could help, saying that they don’t want to. Honestly this has never happened to me before today, as so many store employees are caring people who are dedicated to extraordinary customer service.

I received a call from a doctor who is a current tenant at a self storage facility in California. She left a box with important medical information in the reception area. She called here, so obviously no one was answering the phone in the office. I tried calling in myself and actually reached a store employee. The office was supposed to be open for another 10 minutes, and I explained the severity of the situation and that the woman needed that medical information because she was leaving the country the next morning. The woman at the facility told me that she would just have to call or come in the next day, and that she wouldn’t wait at the office for this woman.

It was one of the worst feelings having to tell this woman that no one there was willing to help her. I wrote up a trouble ticket regarding what had happened and explaining that the woman was very upset. I also feel bad for this storage company as they are now going to lose a tenant, simply for one employees indifference. I know that it isn’t anyone’s job to keep the office open after the normal office hours, but in an emergency, or something involving medical information, managers and employees might consider going the extra mile to show tenants that they care.  I like to be able to leave work when my time is up but sometimes to accommodate a caller I do stay on the phone even though I am scheduled to leave.  In my humble opinion this small accommodation could lead to sales increase.

Written by Sam April, PhoneSmart bilingual call center reservations specialist.

Thank you for visiting our property management blog, a blog that has information and stories about self storage, property management and more.

We are PhoneSmart your off site sales force call center in Columbia, Missouri.

Your local self storage unit provider in 3500 I-70 Dr. S.E. Columbia, MO. 65201

Storage available now at: 1891 N Columbia St, Milledgeville, GA 31061

Tweet This Post 

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