» Self Storage Business

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

Does your property management company offer sales training and quality assurance? Chances are, they provide excellent bookkeeping services, self storage facility auditing, human resources, payroll services and maybe more. However, most self storage and commercial real estate property management companies are not equipped to train your store managers how to sell your service and increase monthly revenue.

The PhoneSmart Total Quality Assurance department can be your complete Sales Training Management business. Our services work magic when combined. For example, PhoneSmart can complete a sales training seminar or conference call so that all employees can learn or refresh their basic sales fundamentals. From there, we will perform monthly tests and check with Feedback Secret Shopping, Mystery Shopping and other secret shopping methods. Managers can also call us for help by participating in our Role Play Helpline where they’ll get one-on-one training with one of our reps from our highly trained and energetic sales floor team.

It’s common sense that a self storage owner needs some sort of property management system, whether internal or from an outside source. Isn’t it just as important that some one manage and care for the facility managers that determine how successful your business is? You can call PhoneSmart today at 866-639-1715.

Written by Sarah Little, TQA Director

Self Storage

Self Storage Article Directory. Visit our Self Storage Advertising and Marketing Section.

Secret Shopping

Tweet This Post 

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

PhoneSmart Will Never Fail

On Sunday December 9th, an ice storm closed PhoneSmart Call Center doors because of Saturday night’s bad weather.  The roads were too icy and treacherous for employees to drive on and the number of car accidents in town, proved it.  Many of our employees couldn’t even make it out of their own driveways. 

On Sunday night the city had concentrated most of their efforts on the main roads to make sure they were as drivable as they could be, and then handled the side roads.  Monday we were back in business.  As the weatherman tracked the next big ice storm, which was headed directly for us, we kept track too. This one was the big one.  The ice storm that could potentially shut down power all over the city. We wanted to make sure that PhoneSmart would not close again as we still wanted to be able to answer self storage calls and give self storage quotes for our clients.  But how could we ensure that we would be able to stay open since we were in the path of it?

To Tron, the answer was simple.  Have employees spend the night at PhoneSmart!  But would anyone volunteer for it?  We had 3 employees who did. Liz, DJ and myself were up for the challenge.   We weren’t worried as we have a back up generator in case the power goes out.  Tron purchased a couple of sleeping bags, air mattresses, flashlights, candles and tons of snacks.  The cheesecake was delicious!  Yum!  And since I’ve not heard of any other businesses spending the night at their place of work just to make sure that it would be business as usual, I had to write this self storage blog.  

Luckily the stormed shifted its direction and just missed us, only giving us a lot of rain.  The next morning could still have been treacherous if that rain had turned to ice by morning.  Some say that the reason we didn’t get the eye of the storm was because we did stay the night.  Had we not stayed the night, we would’ve had the bad weather and PhoneSmart doors could’ve been closed again.   

Written by Robin Turner, Call Center Co-Director

Self Storage

Self Storage Article Directory. Visit our Car Storage Section.

Secret Shopping

Tweet This Post 

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

When a self storage property management team member is unable to answer the telephone the caller is automatically forwarded to a messaging system.  The message prompt basically says to Press 1 to rent a new storage unit, or Press 2 to leave a voicemail for the manager.  Even though callers do not need to rent a new space, they often go ahead and Press 1 just because they want to speak to a live person.  (Several times a day I get asked, Are you a real person?)  Here are a few examples of manager calls that I have gotten just this week.   

Many of our PhoneSmart client locations, especially in Oklahoma and Kansas self storage, lost electricity and phone service this past week due to severe ice storms.  PhoneSmart phone reps were able to keep callers abreast of the progress of the utility crews and the conditions of their local storage facility.

A woman from Maryland called.  She wanted to let the local store manager know that there were several young kids playing on the pond behind the storage facility.  Even though it was cold outside and schools were called off, she was concerned that the ice was not thick enough and someone could get hurt.  I was able to relay the message to that particular store manager.

It is only a couple of weeks until Christmas so many of our PhoneSmart self storage clients are closing their stores early on a particular day to have a holiday party. PhoneSmart reps are able to explain this to callers and give them the option to leave a voice mail message, or to call back during office hours the following day.

PhoneSmart reps are here to help our clients rent units to new customers, but we are also here to help answer questions and assist callers in any way we can.  We are so much better than just a simple answering machine!

Written by Ann Sheehan, PhoneSmart Call Center Representative.

Self Storage 

Self Storage Article Directory 

Property Management   

 

Tweet This Post 

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

I have finally wised up! Unfortunately, my cable company has not.

I am embarrassed to say that I currently pay more each month for two cell phones than my utilities cost. When I saw the last bill I was exasperated; how could those charges be justified? My husband uses nearly 600 minutes each month making self storage secret shopping calls, keep in mind those are all daytime/ peak minutes. We had to find a better solution.

He checked into some bundling packages offered by various providers in the area. We found a package that would include Direct TV, DSL and a land line for $60 per month. When we looked to see what our current internet/ cable provider had to offer in the way of bundles, they only had good deals for new customers.

Being loyal, and mostly too lazy to go to the trouble to switch all that, we called our current provider and asked them if they had any specials for current customers. This was the representatives reply:

Representative: No, we only care about new customers and that’s why we offer them the good deals. This is why we lose most of our business.

She then cracked a smile; that was her attempt at humoring us. She went on to say: We all tell our managers that we keep losing business and that we need to offer these deals to current customers, but our suggestions fall on deaf ears.

Wow! This is a huge company and they’ve become the victim of their own massive size. Oftentimes, the workers who actually perform the day to day job can give suggestions that would save a company thousands of dollars, or in this case, thousands of customers.

Let the self storage industry take a lesson from them. As our storage corporations and franchises grow, we amass single properties into our company. Let’s not forget the people who live and work at those facilities and the value of their input.

Think about it; you could be headquartered in Georgia. How do you know the local self storage needs of your Odenton, Maryland self storage location? The managers at your facilities are the most valuable resource you have. Listen to them.

Written by Sarah Little, TQA Director

Self Storage

Self Storage Article Directory

Secret Shopping Blog

Tweet This Post 

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

I flew in this morning to attend a meeting of the National Speakers Association in the French Quarter. I am going to a product development lab that will help us fine-tune our newest training and secret shopping products. I really enjoy going to creative conferences that are outside of our normal spheres of business, because I get to rub elbows with people from many different business classifications who help stir my creative juices.  It was sad to see that there was only one cab line at Louis Armstrong airport. Before Katrina there were always two or three lines going. You can’t see whether the city is making progress or not on your trip in form the airport to the French Quarter. The French Quarter did not suffer too much from the Katrina business and was brought back up to speed quickly. I did notice a new self storage facility along Interstate 10. This may not be a sign that something good is happening. It may just have been a replacement for a self storage facility that floated away near Louisiana self storage.

I was on the plane with a group of pre-teen or early teen kids who, some of whom were flying for the very first time. I got some smiles remembering how awesome it is the first few times. It still is amazing to fly so fast and so high and move so many miles in such little time.  I might be flying over Lake Charles self storage right now. But these days, I’d rather take a nap than spend the whole flight examining the landscapes.

I intend to do some good eating while here in New Orleans and get some great inspiration for our next service or product offering.

Written by Tron Jordheim, Director of PhoneSmart

Self Storage 

Self Storage Article Directory  

Secret Shopping Blog

Tweet This Post 

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

When we are doing our monthly calls for our secret shopping clients sometimes we find ourselves doing a little detective work. While we are consistently bringing in new clients with new self storage businesses to shop, a handful of clients have been with us for 3 years or more. Some owners or regional managers will let us know as soon as they add or subtract a team member. Sometimes it takes us calling a half a dozen times to get some information about a manager that is no longer working for the company. While this slows down our process it doesn’t bring it to a stop. We just try that much harder to reach that office or manager to secret shop them. Self storage usually does not have that big of a turnover for employees. Self storage manager jobs are a good mix of customer service and property management. Some self storage managers even live on site for added protection. It makes for a good job when it includes housing and sometimes furnishings. You also get to live behind a secure gate (in most places) and your backyard is full of people’s treasures. If you are working with a secret shopping company, be sure to let them know of any new hires or recent employees that have left, it will make their jobs a lot easier.

Written by Natalie Thomas, TQAS executive.

Total quality Assurance Services is brought to you by PhoneSmart – A quality assurance firm.

 

Tweet This Post 

Thanksgiving falls near the end of the year. I like to think it is strategically placed there so that we have the past year to reflect on and consider all we have to be thankful for.

A year sounds like a long time when it involves waiting. Take pregnancy for example, those nine months seem never ending when you’re at the start of it.

A year is such a short time when you look back on it and wonder where the time went. Once you’ve reached the end of pregnancy, you can’t remember what it was like not to have another person kicking from your womb. You want it to be over, yet you miss it when those flutters are gone.

Each of us have forged new friendships, or maybe let go of some one. Your self storage business isn’t unlike a human life in that business has relationships and experiences. When it comes down to it, business is dependant on the people and relationships that make up the whole part.

The deals and new innovations you’ve handled with care are like your babies; you see them grow from an idea into plans and successes. At the start of a new idea you may have felt overwhelmed or nervous about how things would turn out. Somewhere in the middle of the process, you became confident and the end result was more than you had imagined.

Take the time to reflect on the past year you’ve had in the self storage industry. What can you be proud of as an individual and what goals have your company reached as a whole? Take the time to appreciate those who helped you meet your goals. A little recognition to your self storage managers, partners and vendors can give them just the boost they needed to keep doing an excellent job; send them something nice for this Thanksgiving.

Written by Sarah Little, TQA Director

Total Quality Assurance Services is brought to you by PhoneSmart – A quality assurance firm .

Tweet This Post 

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

Is your self storage property able to handle bi lingual calls? It used to be that in certain parts of the US there would be larger concentrations of Spanish speaking people. In these markets, businesses have adapted by offering English and Spanish speaking employees to help customers and callers. But even though you may not be in one of those markets, chances are you will receive a call from a person that speaks Spanish at some point in your business life. There is also a good chance that this person can speak English also, but would prefer to talk business in Spanish. Just by having the option available, you open up your self storage business to a new market. If you do not have the resources to have a bi lingual employee full time then you might think about hiring a company that can provide that service for you.

The PhoneSmart Call Center has bi lingual call center representatives on staff, everyday. Because we are open a generous amount of the day (longer than most store hours) we can catch those missed self storage calls. Some clients have the press 1, press 2 option installed on their greeting so Spanish calls go directly to the reps that are bi lingual. Other times, when the phone is answered and it is a Spanish speaking customer, the call is forwarded to one of our trained bi lingual sales staff.  Proper property management is important for you to have a successful self storage business.

Written by Natalie Thomas, TQAS executive

Total quality Assurance Services is brought to you by PhoneSmart – A quality assurance firm.

Tweet This Post 

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

Do you love spending your free time scrapbooking? If you do, you know exactly how messy your life can be when you love to scrapbook. After all, there are many different small accessories and tools you use when you are making the perfect scrapbooking page. Therefore, to keep everything organized and ready to be used you need some sort of craft storage for your materials.

There are several different routes you can take for your scrapbooking materials. If you have the extra space in your home, it is ideal to have a desk or other table to use for scrapbooking. You can purchase small storage bins or shelving units to use on your table. This is a great way to keep everything easily accessible so you can be ready to work whenever you get the urge to get creative.

If you don’t have room in your home for an additional desk or table, you can always learn how to choose a more portable means of storage. Many scrapbooking companies are now coming out with great portable rolling boxes that house many different scrapbooking items. These rolling bins are divided into multiple folders, pockets and drawers to allow you to stay organized at all times. When you get the urge to scrapbook, you simply wheel out your portable box and everything you need is at your fingertips. This is the perfect storage option for someone who also likes to scrapbook on the go.

Whether you like portable craft storage or you like conventional self storage, when you get your crafts organized and stored properly you’ll find it much easier to be creative when you’d like to be. The idea of craft storage is a great property management trend that will take the property management industry ahead of the game.

Written by our Guest Blogger.

Total quality Assurance Services is brought to you by PhoneSmart – A quality assurance firm.

Tweet This Post 

Who do you let answer the phone at your self storage or property management company? Chances are your employees answer the phone for your business, but can your employees answer the phone and help the customer and reserve a storage unit or an apartment, maybe not.

A few of the companies that we secret shop and mystery shop are still slow to recognize the power of the telephone sales script when answering the phone. Some of these companies answer the phone and maybe ask one or two questions and then give the price of the unit. They don’t try and get the most information from the caller to provide them with great customer service. They don’t let the caller know about some of the features and benefits of the property to add value to the price of the storage unit. They don’t build rapport, they don’t smile and they don’t get the callers name and phone number.

If you have these types of employees working at your counter you might want to evaluate your systems for providing customer service. Mystery shopping professionals strive to provide owners and managers with programs to help employees with customer service and sales training. Secret shopping can help your employees hear what they sound like on the phone and sometimes that will bring a change in attitude and willingness to learn a new system.

Written by Natalie Thomas, TQAS executive.

Total quality Assurance Services is brought to you by PhoneSmart – A quality assurance firm.

Tweet This Post