Customer Service Wins!

We have all gotten that customer service call before. The customer service call when the caller has about as much personality as blank sheet of paper, a wet blank sheet of paper. We have all heard that monotone voice saying, they need the prices for all of your self-storage units. You know that drone. And we look forward to meeting this callers self-storage needs with just about as much excitement and enthusiasm as we would if we were going to the doctors office for a routine physical, necessary, but not in the least bit fun.

Consider for a moment, just why it is that the caller may be droning on that that, oh so appealing monotone. The caller may be needing self-storage because of some sort of life tragedy. Maybe their Uncle just passed on to the Great Hereafter, and the rest of the family is fighting about what to do with all of his stuff, so the caller is getting self-storage until the dust settles. It could be that caller just had a house fire, and he or she needs self-storage to sort out the remains of whatever did not get burnt to a crisp. Maybe the caller just found her husband in a compromising position with the next door neighbor, soap operas get their inspiration from somewhere, you know.

Certainly, all of the above scenarios sound very tragic, and of course we should exercise tact and sensitivity when dealing with self-storage customers with these kinds of customer service needs. Of course, not every callers self-storage customer service needs involve a three hanky tale of woe and tragedy. However, it is also quite possible that the caller could use a tiny bit of levity and customer service to brighten up what would otherwise be a chore of Herculean proportions.

Another thing to consider is that this may have been the third, eighth, or twenty fourth customer service call that the customer has made to a self-storage facility, and the calls are all starting to blend together. Plus, the caller may also be looking forward to making self-storage customer service calls with as much enthusiasm as the aforementioned doctors office visit. Anything we can do as self-storage professionals to make ourselves stand out in a positive way, of course- will go a long way in finally making the self-storage sale.

And do not believe that it is just customers who have to deal with the monotony of enduring an entire slew of virtually identical customer service calls. This may well be the third, eighth, or twenty fourth self-storage customer service call you have taken today, and you would swear that all of the callers must be reading from a sheet, because they all sound alike. So it could well be that you need to crack a joke just to save your own sanity.

We do not necessarily have to be a finalist for a comedy show to be able to elicit a grin from our clients, nor do we have to be a clown to get a laugh. Likewise, the caller does not have to be dryer than plain white toast in Death Valley for us to start kidding around with them, funny self-storage customers appreciate jokes as well. Of course, if the caller really does have a flat line personality, then you got no love coming. Customer service wins!

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