Many people that answer phone calls for storage facilities could be helping their company much more than they are.  It is very important to remember that you represent your store every time you answer the phone.  Employees should use their name, as well as ask the customer their name, every time they answer a call.  It is very important to build a rapport with potential customers.  In the storage world most stores will be similar, the prices will be competitive and sizes will be standard.  This places a premium on customer service.  Customers will have many storage facilities to choose from, it is important they choose your store.  A customers needs must be met in order to do business with them.  If employees are not asking the appropriate questions with the right attitude, a customer is likely to take their business somewhere else. 

 Attitude on the phone is so important.  When you are talking to a customer on the phone, keep in mind that customer cannot see you.  The customer cannot tell that there are five people in line waiting for service.  They cannot see anything going on at the store they simply think that if you answered the phone then you have time to talk to them.  When the customer feels rushed they immediately think you don’t want to help them and they interpret it as a bad attitude.

It is also very important to remember that most people do not know what will fit in a 5x15 unit.  In order to ensure that they get the right size for their needs, the manager must ask the right questions.  Asking the questions up front gives the customer more confidence that they will get the size they need and makes it more likely that they will go ahead and rent the unit.

Self storage relies heavily on their phone staff.  If the customers do not like the person they are speaking with, or do not feel like they received the customer service that they wanted, they will rent from someone else.

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