26
Oct

Customer Service

Posted by admin


Warning: gzinflate() [function.gzinflate]: data error in /home/ssowner/public_html/wp-includes/http.php on line 1787
 
Do you think most customer service and most retail sales people are a pleasure to work with, or not? If you are like most people you think most sales and customer service people are uninterested, unprofessional and annoying. Your customers feel the same way. When they walk into your store, they expect that your people are going to be less than friendly, less than helpful, less than happy to be at work, less than concerned about their situation and a pain in the neck to deal with. They’re already coming in the door with a chip on their shoulder.
Now, you will have people call you up or walk in and say, “I’ve never stored before. What am I supposed to do?” You will have those people, and those people are easy to talk to because they’re open to learning and open to suggestion, but most people don’t approach you like that. Most people will say, “How much is one of those” and try to give you the chip off their shoulder and pass it on to you.
They act that way because they are worried. But they act like they’re worried about spending too much money, because worrying about sending too much money is a respectable and accepted worry. These are the things they’ll tell you to express that worry, right? “Too much money,” “I have to talk to my spouse,” “I’m not ready to do anything,” “I have to shop around,” “I’m just checking prices.” So that’s what they tell you, but is that what they’re thinking? No.
What they’re thinking is they’d really rather hit themselves on the thumb with a hammer than to have to go find a storage unit. They’re now in a situation that’s not happy, it’s interrupting their day. In fact, their whole life is interrupted, and they’ve got all kinds of things they’d rather be doing. They don’t want to spend any more money than they have to. They don’t trust you because most of the retail people and customer service people they typically deal with are rude at best, and they’re wishing they had another option. So how do you overcome that?
 
 
Notes:
The author, Tron Jordheim, is better known for his work in the business world and the public speaking arena. Tron Jordheim is the director of PhoneSmart, a sales support company that offers sales training and off-site sales services to its clients. Many of PhoneSmart’s clients are in the self storage business. PhoneSmart’s parent company is Storage Mart, a leader in the world of self storage. Storage Mart owns and operates some 60 self storage properties in North America in many major markets such as New York, New Jersey, Chicago, Oakland, Miami, Austin, San Antonio, Calgary, Minneapolis/St. Paul and Kansas City. Tron Jordheim is a popular public speaker who puts some new twists on pursuing sales and customer service excellence.

[Post to Twitter] Tweet This Post 

Category : General

One Response to “Customer Service”




Sponsors
Local Self Storage Storage-Mart.com StorageConcierge.com selfstoragesocialnetwork.com SelfStorageblog.com selfstoragediscussionforum.com