Secret Shopping Programs For Your Business

A secret shopping program is a great way to provide your managers with that additional training for your self storage business. Most people needing a storage unit have never used the service before.  They might ask a friend or a neighbor for advice, but they really do not know what they are doing.  And instead of driving around visiting different locations these novices usually call first to find out about prices, security, and amenities.  This is why it is imperative when someone calls inquiring about a self storage unit that the store employee takes the time to listen to the caller and to be as helpful as possible.  Just like in any other business, first impressions are everything. That is why it is important to have a secret shopping program in place to make sure you are getting the most out of every call.

People usually have some idea as to what they will be putting into a self storage unit.  Whether it is junk from the garage, or files from the business, or an entire three bedroom home, they usually know.  But what they do not know is what size of a storage unit they will need.  That is where a phone rep from either the call center or the self storage office comes in handy and why it is important to have a secret shopping program in place. Some smaller self storage properties can monitor their own employees but larger sites often require an outside secret shopping program to help their managers.

A great way to help a caller determine what size of a self storage unit they will need is by comparing sizes to things they can relate to.  Instead of simply telling them they need a 5×5 unit, explain what it looks like and what it will hold.  Tell them that a 5×5 unit is similar to a small guest bathroom size, and will hold a little furniture, some boxes, and some files.  Let the caller know that this is a good sized storage unit for a sales rep needing to store samples. By being able to know what your managers are telling self storage callers, you can continually help train them with a secret shopping program.

A 5×10 storage unit is like a walk-in closet size, and will hold the equivalent of a small efficiency apartment.  This is a popular sized storage unit for pharmaceutical reps and for homeowners de-cluttering their house to put on the market.

A 10×10 is comparable to an average bedroom.  This is probably the most popular sized storage unit that people rent.  It holds the equivalent of a one bedroom apartment with major appliances. Many secret shopping programs will test the manager to see if they will offer the correct size for what the shopper is storing.

A 10×15 storage unit is similar to a large family room.  It will hold a two bedroom home with appliances.  A small VW Bug is able to fit into this size of this unit.

A 10×20 unit is a standard one car garage size.  It will hold a large three bedroom house, or is popular for storing a regular sized vehicle.

Most facilities have a 10×30 storage unit as their largest space.  This is like a one and a half car garage size, and holds a four to five bedroom house.  This size is popular for businesses needing to store a large amount of inventory. Having a secret shopping program can insure that your managers are not recommending a 10×30 for only 10 boxes.

Secret shopping programs can be tailored to meet your self storage facilities needs. Self storage facilities have different sized units available because people have different needs. Listen next time one of your managers takes a call and see if they are offering the correct size unit. If not, you might want to think about some additional training like a secret shopping program.  But it is always important over the telephone to give the customer an idea as to what the different sized spaces will hold and a secret shopping program can help your manager with that.  Comparing the size of a self storage unit to something that can be found in a person’s home is a great way to accomplish this. 

Secret Shopping

Property

StorageMart Bandera and Loop 1604 12430 Bandera Rd Helotes, TX 78023

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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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