PhoneSmart’s Reservation Average

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One of our client’s store managers asked us how many credit card reservations our reps typically average.  He was trying to compare our results with rental inquires versus what he is doing at his store.

I sent him this response, which you might find of interest.

You might want to take a few things into consideration when trying to get an overall picture of reservations per day.  Certain circumstances affect those numbers.

Personally, I like to look at a goal of credit card reservations per number of calls taken instead of per hour, simply because everything depends on the number of calls you take in an hour.  Your results will also depend on what time of day or week you are working.  Ideally, 1 reservation out of every 10 calls   this number also includes wrong number calls, current customer calls, truck rental inquiries, etc.

Circumstances to consider:  During the 1st and last week of the month, as well as Monday, Tuesday, and Saturday, during the morning/afternoon shifts, and the summer or holiday season your are more likely to have a greater number of reservations.

Other considerations: some storage facilities might be sold out and we can’t take a reservation for them. This year natural disasters and emergencies have also played a part in the number of reservations. For example if there is a tornado or huge storm and the store is without power we are unable to take reservations for a period of time.

Depending on how long you can hold the unit will also be a factor.  For example store managers may be able to hold units longer since they know exactly how many units they have left, where as we may only have a general idea.

The winter season will be approaching soon and rental inquiry calls will decline.  Right now our numbers are still fairly good.  Many reps are averaging 1 credit card an hour this is not too shabby!

Written by Robin Turner, PhoneSmart apartment call center manager.

Thank you for visiting the PhoneSmart call center blog and insider diary of the self storage and property management industry.

Your local self storage unit provider in 9220 W. 135th St. Overland Park, KS. 66221

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