Nothing Comes Free

Keeping up with your company’s promotions or specials is important to the increase of that company’s profit. No matter what your job is, you have to be up to date with information your customers or clients may already know. Recently, I went to a drive-thru. I was hungry, but didn’t know just exactly what I wanted. Then I saw a rather large sign advertising a cinnamon roll and free small coffee. Yum. That made my taste buds kick into gear and I ordered the combination. The total was almost $4.50 so I did a double take. What sort of gourmet cinnamon roll did they think they were serving? It turned out they had each rung up separately and the coffee wasn’t free.

I told the voice in the box that the order didn’t look right and that I wanted the free small coffee. The voice replied, “Why would the coffee be free?” So I directed the voice to the large sign hanging over the top of the menu.

Perhaps that voice thought I was pulling her leg because she insisted there was no such sign and eventually came outside to check. (Note that she exited the backdoor, alone, at night time, which is a big no-no according to this restaurant’s rules.) She swallowed her words when she read the sign aloud and said, “Well, no one told me.”

Now I’m sure that people try to finagle their way into free stuff all the time: dropping old fries in the floor to get fresher ones, implanting their own hair in their burger for a refund, even using counterfeit money. So I can understand that if a customer’s request is off-base or suspicious the employee might become a little insistent. This, however, was a huge red sign almost as wide as the entire menu.

All of this could have been avoided had the employees been notified and versed in the new promotion. The image of your storage facility lies on the people who have the most contact with your customers. It’s important that they know the most current information in order to serve your customers better. Your employees will also appreciate that they can perform better and avoid awkward or embarrassing moments.

Written by: Sarah Little, Total Quality Assurance Executive and Blog Editor.

Thanks for reading our mystery shopping business blog; we know the customer service and self storage industry.

PhoneSmart is your offsite sales force and call center in Columbia, Missouri.

Self storage is conveniently located at 2887 Atlantic Ave, Brooklyn, NY 11207

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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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