Guest Post: THE CUSTOMER SERVICE SUPERHERO By Kevin Rollings
Really, I can be a customer service superhero? Do I get to wear a cape? By following these tips, you can be a customer service superhero, the cape is optional. Let’ start with good ol’ number one: MAKE EYE CONTACT. Treat your tenant like a friend and make eye contact like you would chatting with a friend. People love to feel connected and this goes a long way in being comfortable. 2—LISTEN. Too many times people are just waiting to talk and do not listen to what is being said. If you HEAR what they need you will be better able to help them with their need. Listening is a skill and the sooner you master it, the sooner you will see results. 3—SMILE. Let them know you are happy to be talking with them, trying to help them. Even on the phone, a smile comes through. Smiling is pleasing to a customer and usually will help close the sell. 4—HAVE A CHUCKLE. This doesn’t mean tell a joke or be a comedian. There is humor in almost everything. Have a light hearted moment or two. More than four stops being funny and becomes annoying. Folks that can chuckle with you will usually buy from you. 5—ASK FOR THE SALE. If you don’t ask, you can lose it. Let them know you want them as a tenant, that they are important to you. Many think that if you don’t ask, you don’t need it. 6—ASK QUESTIONS. When you ask people questions, it allows them to talk about their favorite subject, themselves. They appreciate this opportunity and it goes a long way to them being comfortable with you and your facility.
About Kevin Rollings & Self-Storage Facility Management
Kevin R. Rollings is a Teacher, an Owner and an Operations Manager for Self-Storage Facilities! Kevin has over 25 years rental experience at various levels of management and ownership in the rental niche.
Kevin was the regional supervisor for Scott Meyers, the past owner of Alcatraz Storage’s in the Indianapolis Greater Areas. Kevin was often a speaker at Scott Meyer’s Self Storage Academy as the key speaker for Management 101 and for Self Storage Auctions. His wisdom and excitement for the industry lead Kevin to purchase Alcatraz Storage in Brownsburg, Indiana, moving him from a once manager to a current owner!