After months of settling an ugly divorce battle, you
finally find yourself alone, but anticipating a new life in
a new home in a new area. It is a hope that is both
exciting and frightening.
However, the transition is not going as smoothly as you
hoped for. The new house is not ready. It is still under
construction, the builder swears it is the town holding up
the permits, and it is supposed to rain for two weeks
straight, pushing back the move in date. All you want is
someone to give you an honest answer, someone to hear your
cries and your complaints, and someone who is going to tell
you everything will be alright. You need someone to lean on.
Times like these require a good customer service
representative. The divorce process is a sensitive time
even on the good days. Adding nuisances to the equation
makes it a pure nightmare. Talking to a good customer
service representative can be the difference between going
totally bonkers or falling into serenity. This is why it is
important for self storage property managers to be highly
trained in customer service skills. You never know who is
on the other end of the phone and what their situation may
be.
If a home is not move-in ready, someone is going to need
self storage until it is. Customers are not always going to
reveal their reason for self storage, but the property
manager needs to be equipped with customer service skills
to be prepared for such sensitive times. A property manager
needs to ask what the customer wants to store, but without
asking for the reason. However, sometimes the reason is
involuntarily spilled by the customer and the property
manager needs to implement their customer service training.
This is a critical time during the call. A property manager
needs to ease the situation as much as possible. They need
to reassure the caller that they will make the reservation
and moving process as simple and trouble-free as possible.
Then they need to follow through with their promise. A good
customer service practice would be to put notes in the
comment area of the reservation so if another property
manager helps the customer check-in to the storage unit,
they will know the situation and how to act.
Though, good customer service tells us to treat every
customer special. This is true, however every customer has
their own special needs. The self storage industry receives
many different types of customers with diverse backgrounds
and unusual situations. It takes good customer service
training to be sensitive to the issue at hand. So a
property manager with good customer service skills must
also be diverse to transform a customers bad situation into
a positive outcome. There is nothing a property manger can
do to speed up the home building process, but he or she can
ease the situation by taking care of the customers storage
needs as simple as possible. Not only will good customer
service skills create a happy customer, it will create a
happy person. And that is something a property manager at a
self storage company can feel good about.
That is why people become customer service representatives,
to help people. It takes a certain personality to be a
successful self storage property manager with great
customer service skills. Often times you have to turnaround
a bad situation and make it a good situation. And that is
not always easy to do and handle.
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Secret Shopping
http://www.secretshoppingblog.com/
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