Self Storage Stories From A Call Center

As a self storage call center employee, I have heard my fair share of stories from customers.  Really, I feel as though I truly understand the overall mindset of the self storage situation.  Some customers are happy to rent a unit, as they are simply cleaning out their garage or something like that.  Other customers are incredibly stressed out, as they have just foreclosed on their home, suffered a death in the family, or something of equally terrible measure.  The trick to being an effective self storage salesperson, then, it to develop an understanding of how to deal with these situations and these different types of people.  Of course, I have some advice to share in these regards.

If you are lucky enough to land yourself with a nice, happy customer, then you are going to want to cater your presentation to their happiness.  While this may sound odd at first, just hear me out for a minute.  Happy callers do not present you with the immediate obstacle of overcoming a bad mood.  They are ready and willing for you to help them, starting out in a positive mindset from the very get go.  This, of course, means that you are going to want to focus on developing a sense of trust with them.  Feel free to share a few jokes and engage in a bit of small talk as you are looking up the information that they are going to need.  Smile as you are helping them, and be sure that they can hear you smiling.  If they are convinced that you have their best interests in mind, and that you are actually happy to help them, then they are going to be much more prone to reserving a self storage unit through you.

Of course, not all of your callers are going to be happy little bits of sunshine.  Some of them are going to be rather upset or irate when they call in.  These callers, you might guess, are going to call for a drastically different approach.  You are going to want to begin by figuring out what is bothering them.  Once you know why they are angry or upset, you can set about building trust with them.  If they are undergoing a foreclosure, then you are going to want to be sure that you sympathize with them.  Tell them that you are sorry to hear about their troubles, and that you would like to do everything within your power to help them overcome their problems.  Tell them that you understand how difficult their situation is, and that you can at least help them cross one more chore off of their list.  Most customers are going to appreciate their sympathy, and they are going to be remarkably happy that someone out there seems to care about their problems.

When it comes to building trust with your callers, the key to success is being genuine.  If you come across as too pitchy, or if you create the impression that you do not care about their problems, then you are only going to succeed in shooting yourself in the foot.  Once your caller is convinced of your positive attitude, you are going to be able to make some major headway with them.  You will see the improvements in your sales figures soar if you can manage to follow this simple advice.

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