Do you coach and counsel your employees on a regular basis? What’s the response you get when you say, “Hey, how’s everything going?” Your employee says, “Fine”.

If you don’t ask a second question, you won’t have a single clue what’s going on in his or her mind. The same thing happens with your customers. When you say, “Hey, how’s everything going?” and they say “Fine”, you have not gotten any information. You have to ask specific questions. Then you find out that the unit that they’re in gets flooded with debris every time they have the door open and the wind blows, and it’s annoying the heck out of them, or whatever their real concerns are.

So here’s the outcome. If you do at least a few of these things you’ve read about, fewer people are going to choose not to rent. Fewer people are going to choose to move out. Here’s the one thing you should also consider: The cost of doing all of this is what? There is not cost, because everything you do from this book will improve your business and improve your revenues. It will take a little bit of self-examination. You have to catch yourself when you’re having a bad attitude. You have to catch yourself when you’re not up to par in your customer service and do something about it. So there is some cost to your pride and your self-esteem from time to time, but what’s the potential impact on your bottom line? It’s huge, isn’t it? If you increased the conversion rates of the number of people you rent to compared to the number of people you talk to by even five points, what would that do to your business? What would it do to you if you increased your average length of stay by only one month? You’d be looking at expanding your facility, because your occupancy would be so high and your rental rates would be at the top of the market.

 

Submitted by PhoneSmart — Your offsite sales force

 

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