A consumer called in to a facility the other day with very specific needs. She is expecting another baby but currently lives in a small two bedroom apartment. She stated that her children will be sharing a room together, but until the baby gets older it is easier to have her in the master bedroom. The inquiring consumer went on to say that her garage is full of her husbands tools and extra car parts as he is a mechanic by profession. It was clearly evident to the manager that this customer was in need of a good storage facility . The manager stated this plainly to the consumer and continued to further qualify her needs.
Time
The manager asked when the womans due date is. This may have seemed like a very personal question by someone at a storage facility , however, the manager understands that some sizes are very limited because they are the most desired and sell out quickly. If the consumer needs the unit within a few months then there is not a lot of haste needed unless they are almost sold out currently. The woman did tell the manager that she was due within a matter of three or four weeks. The managers smile could be heard through the phone because this type of inquiry is common. It is very typical of customers to wait until the last minute or until they realize the need to store before calling around. In this case, the estimated due date was within weeks or sooner. The manager wasted no time in qualifying the rest of the womans needs so that he could help her to the best of his ability. He wants to reassure her that she will be storing at the right storage facility .
Size and Features - Benefits
After answering a few questions, the woman sighed with relief. She did not expect to need to store with a storage facility . However, the manager seemed very reassuring. His tone was calming and he seemed to ask all the right questions. When did she need it? How much was she storing? Would she be storing items that could get ruined in the heat? What was she expecting to pay? The woman was taken back by how easy the whole process seemed so far. The manager only asked a few simple questions and already seemed to have some choices for her in mind. It was nice for her to get to choose rather than someone telling her what size they thought she would need. He was so nice to invite her to the facility to show her different sizes and reserved a unit so that she was comfortable in the size and quality that the storage facility provides.
The Charm
The truth is that the customer had yet to be treated in this manner by a representative from another storage facility . It definitely made an impression that made her reserve a unit over the phone and helped her come into the location the very next day. She did not even mind having to take off work a little early because she realized what a great facility it was that she called. She had to go sooner rather than later to ensure that she got the size she needed as price was her main concern. With a baby coming, there is little room for luxuries and extras. The manager understood the consumer in a number of ways. This resulted in the customer reserving and coming to the facility for the follow-up site tour. The charm of it all is that this storage facility turned a simple telephone inquiry into a rental just by handling the consumer with respect and showing genuine concern for their needs.
The Baby
Because the manager handled the call so well and helped the woman rent, she will be more likely to tell her friends of her wonderful experience. It was a last minute attempt to find a way to clear the end of the master bedroom just in time for the new arrival. The manager was so helpful and friendly that she had to get to the store to secure it as soon as she could. Now that she has been storing a few months and is extremely satisfied with the storage facility , she will be more likely to stay. She may even decide to store the crib and other baby stuff once the child grows a little. It is not uncommon for some tenants to stay for years.
This story is more common than not. Consumers need to store for a number of reasons and having a baby can be one. This one was treated in such a way as to make a difference to her. She had probably called a number of places and gotten a variety of sizes, but what mattered most was the way in which the manager at this location helped her. Customer service is the first tool that a successful manager uses in order to establish a great first impression with consumers. It can make or break the call and the potential for the consumer to choose that facility to store at.
