Once someone has decided to rent, you might think the sales journey is over. Well, that's not so!
From how easy and comfortable the rental experience is to how much they enjoy moving in and using your facility, the customer's experience is essential. It can also lead to greater word-of-mouth marketing and online reviews, making your sales job even easier!
Listen as Tommy and Melissa speak with Carol Mixon-Krendl about how to improve the customer experience at your storage facility.
Question: "How can you improve customer experience at your business?"
Check out the video clip below to hear their answers:
In this Gabfocus Session: Top 5 Sales Skills for Managers, Tommy and Melissa were joined by Carol Mixon-Krendl to discuss managers, sales, and how managers can do better at sales! Their goal was to uncover the top sales skills for managers and reinforce how important managers are in the sales process.
Check out the full Session to dive deeper!
Don't want to watch the clip? Here's what Carol had to say:
I like to hire people that like people.
So when I'm hiring those people, they care about someone else. So that caring that the manager shows, that I show to my managers, they show to the customers.
Because it starts at the top.
You know, if it starts at the top, then I have got to treat the managers the way that I want them to treat the customers. And then, you know, for example, like Jenny, you know, she takes care of the people.
She knows them.
She talks story with them, as they would say in Hawaii.
And, you know, she knows her customers and a lot about them. So I think that interaction that I allow, that I would say, we want you to spend time with someone.
Now, if you've got 13 rentals in a day, that's not going to happen. But if you have two in a day, you've got plenty of time to talk to them about all the things.
But I think it needs to be more than a transaction. I don't think this is just a transaction. And I don't want my employees to make it a transaction. I want them to enjoy the customer. You know, give them free water, you know, or drink or sodas or whatever you have cold in the office.
You're thinking about them.
We get on the golf cart in hot times, and we give them water because sometimes they forget it, right? And they don't have it, or they don't want to come up front.
But you know. Jenny says, "Treat them like family." It's their Ohana.
You know, you want to treat people like you're treating your family. And I think that's a great way to say it. But again, I believe that means hiring people in self storage who like other people."
—Carol Mixon-Krendl
