Personalize That Call

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

Personalizing the calls that I take at the Phonesmart call center helps me build rapport with the caller.  The type of rapport that I build with the caller is one that I consider to be familiar and the more personal type.  When this type of rapport is used, the caller feels as though I am taking a individual responsibility in their self storage needs and concerns.  The caller also feels more comfortable with a self storage facility that they can relate to by personalization instead of a generic name.

When speaking about the facility, I personalize it with the words, we, us or our and say, our facility has excellent security because we have (add your own benefit).  This sentence is better than saying, at that facility they have yacht storage (or some other vague description).

Another personalization technique that I like to use is when I speak about the property managers.  At the call center, we have access to the managers’ names and should use them to better help us personalize our calls.  Saying, Angela and her husband Ralph are the managers who live on the premises for added security. This sentence not only tells the caller that there is an on site management team (security) on the site, it helps them connect the storage facility with a name(s).  This also creates a family atmosphere and who would not want to store with family?  The next time that you answer a call, I challenge you to build rapport by personalizing the call and see the difference it makes with the caller.

Written by: Angela Perry PhoneSmart Sales Rep and business blog writer.

Thanks for reading our property management blog, a blog that gives you an inside look into the property management industry.

Planning a move to Kansas City, Missouri? Visit our partners at the Kansas City, Missouri moving information center.

We have storage at 8401 Contee Rd, Laurel, MD 20708

Find your next car storage, boat storage or self storage at your StorageConcierge – Your premier national and local self storage search engine and free quote provider.

Self Storage Owner — Where Self Storage Owners meet Self Storage Customers

Tweet This Post 

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