Better Self-Storage Phone Sales: Making Each Call Count
|Copyright 2014 by Virgo Publishing.|
|Posted on: 09/08/2013|
By Joel Little
What’s in a phone call? It depends on its purpose and goal. Every day people make phone calls for different reasons including to pay bills, inquire about products or services, or just connect with someone they love. In the self-storage industry, a phone call could mean the difference between being profitable or hanging a for-sale sign in the grass out front of your facility. What’s in a phone call? Your future as a self-storage company.
There are billions of square feet invested in the self-storage industry, with many people wanting to acquire more land and build even more facilities. Some customers would say there isn’t a difference between one facility and another. We all know that’s not really the case. Yes, some facilities have similar amenities and pricing, but there are differences.
Millions of dollars are spent in advertising to attract customers and entice them to pick up the phone and inquire about renting a self-storage unit. But all that money can potentially be wasted when a customer is turned away with a sub-par phone conversation.
It only takes one call for a customer to determine if he’ll visit your facility and rent a unit. Likewise, he could be completely turned off at the idea of renting from your facility and choose your competitor instead. Here are some factors to consider when the phone rings:
The list can go on an on. If you think you can just pick up the ringing phone, speak to the customer and it’s guaranteed he’ll come down to your facility and rent a unit, you’re sadly mistaken.
The Best Sales Presentation
Here are some steps you can take to ensure you get the best quality presentation every time the phone is answered:
Spend time developing good phone etiquette and make sure that whomever you entrust with answering your facility’s phone will always put the company’s best foot forward. Your self-storage future depends on it.
Joel Little is the head sales coach at PhoneSmart, a self-storage call center and marketing firm. He's been in the self-storage industry for more than five years, and has been in retail management for more than a decade. He strives daily to help improve the self-storage industry one call at a time, gaining insight from each customer. For more information, visit www.phone-smart.net .