Reality Check

Most people love the idea of secret shopping and how it can be effective if used correctly. Most secret shopping agents like being able to pretend they are a customer looking for storage seeing how different managers across the nation encourage people to shop at their facility. At different companies, they try many ways to freshen up the secret shopping of their clients. Some companies have started an instant feedback secret shopping program. It is designed to instantly give feedback on the presentation right after the call is completed. This way, they can take that feedback and change their behaviors for the next call. Even though most think the program is awesome and can be effective, the only downside is giving feedback to those whom do not want it. Some people do need a reality check.

There are self storage manages that are shopped everyday and do a great job. They do a phenomenal job taking care of potential clients. They explain how their facility was laid out in terms of amenities and how much the potential clients could be saving so much more money if they rented today. With the instant feedback secret shopping program, they can be given praise for doing a great job around the bulk of the call. Sometimes with this programs, when you go to give them feedback on something that would help there presentation, they might not receive it well. Many managers would go on to tell you that they have been in this industry for more than a decade and that they understand how the caller thinks and what they respond to. The secret shopping agent just tries to let them know that not all customers are the same and some want more than just a great price. They want to know what they are getting for the price and a good practice is to build value of the facility before the price is given. Some people do not agree with that statement from the secret shopping agent and would once again stay strong with how the customers in their area respond to the things they say.

Sometimes while secret shopping some individuals, they will had some valid points, but the whole idea of feedback secret shopping is to get instant feedback. Most managers are in need of  a reality check if they believe that all the people that call them want to be talked to the same way most  respond on the phone. If they use a cookie cutter presentation for the most part, they will loose a percentage of potential clientele that want to hear the value and convenience of location before hearing the price. The secret shopping program is there to help the managers get out of the cookie cutter approach to be able to gain them more profits.

Take all feedback as ways for the secret shopping agent  to help you better succeed. Reality is, if companies  were doing was business effectively they would have 100 percent occupancy. You might have competitors out there that use the techniques listed above that have 100 percent occupancy. Would you rather as property managers, not take the feedback from the secret shopping agents and loose customers, or do as they might instruct, and gain more customers? Things that make you go hmmmm.

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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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