I had a caller who wanted to rent a self storage unit and needed it within the next week. Although our storage facility had units, they were “limited” on the number of units they had left. They sounded certain that they wanted to rent the unit but did not have their credit card on hand. Giving the usual, “well, let me call you back because I don’t have my credit card on hand right now….” response. I guess they thought that I’d just let them go, giving them free rein to call us back (if at all – if they remembered), at their leisure.
Always let the caller know that you’re there to wait on them. Even though the caller tells you that their credit card is out in the their car and they would have to run to go get it…. Let them know, “I’ll hold for you while you get it”.
That always seems to amaze them. Now they know what you’re willing to do to get their business and that makes them feel special. I once even had someone who lived in an apartment complex. “I’ll wait for you while you run to your car and grab it.”
It may seem a bit extreme, but it could be the slightest thing that gets the caller sidetracked. A friend could stop them in the parking lot. They could get a call on their cell phone. It could even be one of your self storage competitors calling back trying to win them over, while they’re on their way back to your call. This way, they’ll remember that they’ll get someone on hold and they need to get back ASAP.
So, if you want to win your callers self storage business, go the distance.