Local Self Storage Search Marketing

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PhoneSmart Local Self Storage Marketing

PhoneSmart Local Self Storage Marketing

Our Self Storage Local Marketing 

... the call center steps

It is important that you choose the correct call center for your needs. You need more than receptionists; you need more than customer service representatives. You need an off site sales force that is trained to close the deal and give great customer service to your existing tenants.

PhoneSmart is a multi-channel marketing company with a strong call center tradition. PhoneSmart has been excelling at supporting businesses since the fall of 2000. They will make sure that they meet all of your in-bound phone call needs.

The PhoneSmart Call Center is unique and an excellent value for your dollars. PhoneSmart only hires the best phone-sales representatives. Each representative is put through an extensive interview process including a call center evaluation test. The simulation allows applicants an opportunity to test-drive the call center sales representative job and to experience what it's like to operate a call center workstation. As part of the multi-media simulation, applicants handle a series of inbound calls from a variety of customers with real-life issues.

After hiring every PhoneSmart Call Center Sales Representative is trained for four weeks. Training consists of two weeks of:

In depth information about the Self Storage and Rental Industry

Basic and advanced sales techniques

Powerful tools to overcome basic concerns and objections

How to listen and use buying signals

Mastering different closing techniques

Hundreds of Role Play scenarios

Minimum of 50 hours of practice calls prior to answering a live call for a client

Training third week:

Trainees begin taking calls with a mentor who is monitoring 100% of the calls.

Mentors assist trainees with calls if necessary so that every caller is given top notch service.

Feedback is provided after every trainee call so that improvements can be made and theory that was taught in the first two weeks is given their practical applications.

Fourth Week:

New hires are assigned seats next to veteran reps for continued feedback and support during this transition time.

This training and orientation procedure has been effective for guaranteeing the highest quality sales force and the highest quality service calls available in the self storage and real estate rental industries.

Statistics show that in the self storage rental industry 30% of callers are greeted by a busy signal or voicemail during business hours. Yes, that is during business hours and it increases to 70% and more after business hours. With the use of PhoneSmart Call Center EVERY call can be answered by a live sales representative who can get the agreements and close the appointment or reservation for the space that you have for rent.

Only two out of ten people who answer the phone at self storage facilities are prepared to sell. When only asked, How late are you open? by a secret shopper, only two out of ten self storage staff people will ask if the caller needs storage. That is not the case at PhoneSmart. Every call to a self storage facility will be asked, How can I help you with your storage needs? or Do you need storage today? These questions get the Sales Rep in control of the call and begin the discovering needs portion of the sales inquiry.

It is every PhoneSmart sales representative's priority to meet the lead, reservation and rental goals of the property as well as matching the needs of each individual caller to the correct space and location.

You can be confident that every call to your property that is routed through PhoneSmart will be answered in an individualized and professional manner. With PhoneSmart's state of the art technology, each business's unique characteristics and features are prominently displayed for the sales representative to use in selling the property.
Also, you can be sure that your callers have the most up to date information on your hours, inventory and prices. With PhoneSmart's individualized client website you keep your information up to date through a simple to use website.

Self storage companies that use PhoneSmart to answer their missed phone calls increase their number of rentals by 10 to 15 %. They are a great tool for you to improve your bottom line on your profit balance sheet. PhoneSmart will keep your current tenants happy - improving your referral business and your occupancy tenure. Make your bottom line stronger by using PhoneSmart's professional call center as your off site sales force.

To learn more about Self Storage Marketing please visit

http://www.phone-smart.info

Our Services : Admin 

Admin

PhoneSmart is a multi channel marketing company, that acts as your off site sales force. It has the first class staffing that you need in today's fast paced business environment to meet your inbound and outbound phone needs.

PhoneSmart has been in business since the fall of 2000, answering thousands of inbound calls for a variety of businesses, many in the self storage and property management field. They generate and follow up on leads, provide quality assurance through its secret shopping and feedback shopping services and provide training programs for all levels of employees for their clients.

The Administration department is responsible for client contact and development. They are your front line servants making sure that your company's marketing and off site sales needs are met. The Administration department has the experience to give you professional and courteous service. They will go the extra mile to meet your requirements. Their priority is a commitment to serving your company and improving your bottom line.

It is PhoneSmart's Administration department that will set up your multichannel marketing plan through its inbound and outbound call centers, quality control program and your employee training solutions. They are available to help you to evaluate your needs and to propose an individualized package of services.

One aspect of the Administration department is to be your single point of contact. They are responsible for setting up and maintaining your phone system with your call forwarding to the inbound call center and your voice mail program. They make all the arrangements with your phone carrier. They are responsible for training you on how to use the client website and maintaining the call center information software about your business for the PhoneSmart call centers.

The PhoneSmart client website allows you to have ultimate control over features, inventory, descriptions, pricing and specials that your off site sales force can use on your behalf. The website has a simple type and click interface. It can also be set up for automatic and group updates. PhoneSmart's Administration department will set up your initial screens and they will train you on all of your maintenance needs. You may choose to use the inbound call center as the first point of contact for all your calls or you may choose to let the call center capture calls that would be missed when your local staff is unavailable or your business is closed.

Administration is available 8:00 A.M. until 4:00 P.M. Monday through Friday Central Standard Time to assist you with any of your needs. The inbound call center is open from 6:30 A.M. to 11:00 P.M. Central Standard time to answer your calls 362 days a year when you are not open or not available. Of course lead generation and follow up projects capture those all important web leads 24 hours a day, making sure that you have a maximum return on your on line investment.

Administration is also your intermediary for important customer issues. PhoneSmart recognizes that as an off site sales force occasionally there may be a customer issue that the call center is unable to handle. The sales representatives are trained to handle such calls in a professional manner. They are qualified to capture the essence of the conversation in a program that is called a trouble ticket. Each trouble ticket is then routed directly to our Administration department who then determines whom the information needs forwarded to.

Customer payment complaints are often sent to the local managers where as, complaints regarding manager or your staff is often forwarded to a regional manager or owner. The trouble ticket procedure is individualized to meet your company's policies and procedures. Trouble tickets are always dealt with by the Administration department by the following business day. This ensures you have timely information to correct and improve your customer service relations.

All inbound and outbound calls are recorded at PhoneSmart for your quality assurance.

Administration will assist you in setting up your quality program. Calls are also randomly evaluated by PhoneSmart's Total Quality Assurance Department to assure that every caller is greeted with a smile, that the call is very thorough and that every attempt is made to get a commitment to get that caller into your property. If ever you have a quality question regarding a call at PhoneSmart, Administration will assist you in discovering the issue and making procedural corrections if necessary.

PhoneSmart also recognizes that every company is unique. It knows the importance of building the services, billing and payment plans to meet your individual needs. Commitment to excellence starts with the top notch staff and superior people. You will also be impressed with the high caliber of services that are available to assist you and your business through PhoneSmart's Administration Department.

To learn more about Self Storage Marketing please visit
http://www.phone-smart.info

Our Services : Marketing 

Marketing

PhoneSmart broke the mold of self storage advertising when the company began online guerilla marketing tactics long before the recent flood of online self storage directories appeared. Tron Jordheim, PhoneSmart Director had the foresight to see that phone book advertising would soon be less relevant and that a busier, high-tech generation would want instant access to self storage rates and storage quotes.

PhoneSmart began as an offsite sales force and call center and has developed a secret shopping and quality assurance department. These two departments compliment one another and allow the company to offer a well-rounded program of self storage sales training and capturing missed calls and turning them into rentals. However, the circle could not be complete without assisting their clients with lead generation and online advertising advantages.

The benefits of a successful online marketing plan can add revenue to the bottom line for a self storage owner and PhoneSmart is able to give their clients the advantage over self storage competitors in this way through their self storage internet directory services.

The success that the company's internet marketing and advertising has created has lead to a department within the company dedicated to turning the leads generated by an online directory into storage tenants for their clients. This team is on top of their game and makes sure that every online inquiry for self storage is followed up with and developed.

The value of these leads, as opposed to cold calling, is much greater because each lead is automatically qualified as someone who was looking to rent self storage. The closing ratio of inquiries to renters is quite high and adds to the monthly revenue for PhoneSmart's storage owners and clients.

The company has developed five blog sites, which are updated daily. Of the five blog websites, two are dedicated to self storage information, one is solely for the secret shopping and quality assurance market, one is for the property management side of business, and another receives entries for both mystery shopping and real estate management information. It is not uncommon to find self storage industry news on one of the PhoneSmart self storage blogs, as well as industry news on the property management and secret shopping websites.

Because of the search engine optimization strategies the company is always developing, all five of these blog websites consistently appear within the 1st page of major search engine keyword searches.

Beyond having an empire of the richest content and highest ranked industry blogs, PhoneSmart has also developed a professional social network for the self storage industry. The network provides a venue where storage owners, operators, investors and more can mingle and exchange ideas or thoughts.

Another benefit of the self storage social network is classified listing opportunities, which outrank other popular classified listing websites.

All of these efforts are in place to draw traffic to the websites of PhoneSmart clients. Once a customer has reached a website, what details do they want to see?

Self storage companies listing one or many of their facilities online should display the best features of their properties. Customers should be able to easily navigate to the subpages that are specific to the location nearest them and find pertinent information such as the storage unit sizes, price, office hours and contact information. Special applications like interactive map services can be added to the webpage to add some pizzazz. The graphics should also be well thought out and be carried throughout the home page and all subpages to give a unifying quality to the site.

The building blocks that PhoneSmart began long ago are now part of the bigger picture that PhoneSmart offers their clientele. Now a full circle customer management company, PhoneSmart has the capacity to generate qualified leads, follow up and turn them into renters, answer inbound self storage rental phone calls and reserve a self storage unit for clients, and offer sales training and quality assurance to the managers in the store and on the front line.

The PhoneSmart advantage is the difference between having an obscure webpage listing too far out of reach on the information super-highway or an effective webpage listing that is in the forefront of self storage search engine results.

To learn more about Self Storage Marketing please visit

http://www.phone-smart.info

Our Services : Outbound Service 

Outbound Services

Lead generation and lead follow up are two of the most important aspects of your sales strategies and business plan. No matter if you have point of contact sales and rentals, online sales and reservations or direct sales, how you generate and follow up on your leads can make a major difference in your conversion rates and your bottom line.

PhoneSmart's Outbound Division is experienced at turning those leads into profit for your company. All outbound employees are trained sales people. Everything they do is to help your business secure those sales and storage rentals.

How does PhoneSmart's Outbound Division work for your storage business? It generates and collects leads through PhoneSmart sponsored websites, lead generating internet sites, your business website inquiries, call center inquiries, or personal contact with your storage business. Every contact with a potential storage tenant or costumer is logged with our state of the art lead management software. This communication tracking allows for intelligent follow up calls and e-mails. Every communication is personalized to your business and to your customer's needs.

PhoneSmart's telemarketing process makes sure that no call is a cold call. In the introduction to every call the salesperson will say, I am calling in response to your inquiry, and then a description of where the inquiry began. Every call in the recipient's mind is then framed as great customer service.

Outbound calls have advantages over inbound ones since there is time to do research. For example, if it is a lead for a self storage business the Outbound team can have turn-by-turn directions, drive times, and distances from the potential tenant's home to your facility ready at the beginning of every call.

Outbound follows up on all leads with friendly calls reminding tenants of site visit appointments, move-in dates, offers for boxes, trucks and other up-sale offerings. All these options can improve your storage business's bottom line. Plus, the tenant sees this extra service and caring as benefits of using your storage company over the competition.

Because the web is such an important marketing tool, the PhoneSmart Outbound Division also follows up every lead with a personalized e-mail response. Each e-mail sells your features, gives directions to your location along with hours and contact information. The e-mail also includes one or two links to your website for more information and phone numbers for reservations and rental inquiries.

PhoneSmart has done their research and homework. E-mails have been tested to make it through the spam filters. Photos are inserted in such a way as to be optional for the opening of the e-mail. Every e-mail language change is evaluated for conversion rates. Every e-mail subject line is tracked for openings.

Each PhoneSmart generated e-mail is a professional marketing piece for your business. These e-mails in combination with the follow-up phone calls make PhoneSmart's e-mails the most received in the industry.

The PhoneSmart Outbound Division also keeps potential renters up to date on inventory changes and specials that are beginning or ending. Every PhoneSmart client has web access to an information screen about your business so that you can keep your information fresh and up to date. This information allows Phonesmart sales representatives to build in the urgency to get the tenant to make the commitment to your property.

The Outbound Division does not and can not stand alone. It is part of a complete marketing package for your storage business. PhoneSmart is a multichannel marketing company that understands the importance of the internet in the business and marketing environment. PhoneSmart sponsored websites link to your websites, driving your business to higher rankings on the search engines. PhoneSmart also knows from research that 30% of current self storage rentals originate on the web. So having your web site be prominent is very important. Research also shows that being prominent on the web is not enough; you also need a lead management system in place for following up on leads generated. PhoneSmart's Outbound Division is designed to do this for you.

PhoneSmart's Outbound Division is a great value. Its programs and services will set your storage business apart from the competition. It will ensure that your profit margins are up by not missing any lead opportunities.

To learn more about Self Storage Marketing please visit

http://www.phone-smart.info

Our Services : Sales Traininig 

Sales Training

The PhoneSmart offsite sales force has a phenomenal source of sales talent. This resource is not untapped or only limited to the calls answered by the inbound call center. The company has developed several tiers of sales training materials and programs that will teach a storage property manager the sales techniques and tricks of the trade used every day by PhoneSmart call center reps.

Some of these sales training services are conventional methods to sales training and other approaches are more outside the box. The sales training services available from PhoneSmart include a Self Storage Sales Training Packet, Conference Call Series, Webinar Series, On-Location Sales Training Seminar, Role Play Helpline and Telephone Teacher Calls.

The Self Storage Sales Training Packet allows a storage manager or group of property managers to complete the course together, or can be done individually. This course comes with two sales training CD's and corresponding workbooks that reinforce the lessons taught on the CD. Also included in the training packet is a Role Playing Game, which will allow the managers to get use to saying and using the phrases or techniques, taught in the course. For this reason, it is encouraged that 2 or more managers complete the course together. Other materials to be placed near the phone as helps are also included in the packet.

The Conference Call Series and Webinar Series are very similar. They are conducted by PhoneSmart's very own call center coaching team. The series is held over the period of three days, for one hour each day.

The Conference Call Series is encouraged to include 2 to 4 property managers, but not more than 5. Limiting the number of participants will encourage group interaction and allow each participant some direct question and answer time with the trainer.

The Webinar Series may have many live and have more participants than allowed on a Conference Call Series. Question and answer time may be conducted on the phone or in the chat function.

The Webinar Series may also be ordered as a pre-recorded session, which would display the presentation and audio, but provide no interaction between the trainer and attendees.

Through either the Conference or Webinar series, attendees will learn specific techniques and phrases that will improve their sales presentation and help close more sales over the phone. These courses also include workbook materials for the property manager to keep, as well as the recorded conversation, when applicable.

An On-Location Sales Training Seminar is a motivating way to rally property managers together as they hear from PhoneSmart's animated and inspiring Director, Tron Jordheim. Tron gives an unforgettable sales training seminar that will leave storage managers with practical and memorable tools to improve their sales skills.

More unconventional than a training course or conference call, the Role Play Helpline and Telephone Teacher programs take another approach at training. Each of these services provide one-on-one training between a storage manager and a member of PhoneSmart's sales team.

The Role Play Helpline allows the storage property manager the freedom to call in to the call center at their convenience. This luxury affords a storage manager the opportunity to call before or after store hours, when they know a customer won't be walking in the door or calling on another line. The storage manager and sales member will role play a storage sales rental call. The call center rep can offer tips and suggestions to the manager or answer any questions they may struggle with.

Telephone Teachers is on a higher tier of training that the Role Play Helpline. A Telephone Teachers session is scheduled by a storage owner or manager, and a member of PhoneSmart's coaching and training team will call the storage manager at the appointed time. This call is a one-on-one training session in which the coach will dedicate himself to helping the manager in any specific are they wish, or on the presentation in general. These calls typically last 15 to 20 minutes. The call is recorded and sent to the storage owner via email.

These polished sales techniques have been proven by years of success in the company's own call center. Leading a storage caller from A to Z is no accident. A storage expert must be prepared and well trained, which is why the methods used and taught by PhoneSmart have helped turned unlearned new hires into storage experts in a matter of weeks.

The beauty of the sales techniques used by PhoneSmart is that they will apply to every self storage company, no matter what emphasis they would like to put on the call.

To learn more about Self Storage Marketing please visit
http://www.phone-smart.info

Our Services : Secret Shopping 

Secret Shopping / Mystery Shopping

Secret shopping, sometimes called mystery shopping, is a quality assurance method that retailers, bankers, restaurants and hospitality managers have understood and valued for decades. More recently introduced to secret shopping methodologies is the self storage industry. And storage owners are catching up fast and learning the value of a professional mystery shopping provider opinion.

Among the best secret shopping providers is PhoneSmart. The company is also an offsite sales force and turns inbound phone calls into storage rentals. Because of the company's rich resources in self storage sales knowledge, the Total Quality Assurance department is able to turn what most other industries use as a customer service check into a sales training tool.

The secret shopper jobs provided by PhoneSmart are given only to members who are or have been on the inbound sales team. The vast pool of talent allows the company to draw from the wisdom of mystery shoppers who have answered hundreds of storage rental calls themselves. This knowledge is passed from the PhoneSmart sales force to the storage property manager working in the front office of a storage building.

Some of the Secret Shopping services offered by PhoneSmart are Mystery Shopping, Feedback Shopping, Shock Calling, Competitor Pricing, and Website Shopping.

Mystery Shopping is an anonymous phone call to a storage facility. The call is recorded and the shopper assumes the identity of an average self storage customer. The phone call is evaluated. Self storage operators can receive their recordings and evaluations via mail, email or instant online access.

These Mystery Shopping services are a perfect way to maintain and improve a sales team in a storage office. If used as a sales training tool, this method of secret shopping will help build and reinforce a strong sales atmosphere.

Feedback Shopping is a highly specialized secret shop. A phone call is made to a storage facility and the feedback secret shopper will assume the role of an every-day customer. Once the manager has wrapped up the storage conversation, the secret shopper will reveal himself or herself and begin an immediate coaching and training session regarding the sales presentation the manager just gave.

Feedback Shopping provides instant training and immediate results so that storage property managers are ready to improve the very next time the phone rings.

PhoneSmart uses only the highest level of sales force representatives to complete these shops. Because of the nature of the call, the secret shopper must be able to do several things all at once. And they must be able to provide quality training to the manager. All PhoneSmart Feedback Shoppers are certified and must maintain high quality assurance standards.

For a Feedback Shop, storage owners and operators receive the recorded phone call, which includes both the secret shop and coaching session, as well as the written evaluation of the call. These shops can be delivered by mail, email or instant online access.

The Shock Call was developed out of an alarming study that showed that in customers asking if the store sold boxes, only 2 out of every 10 property managers asked a customer if they needed storage.

During a PhoneSmart shock call, a secret shopper will ask a question other than one related to storage. For example, a shopper might ask how late the store is open, or where the office is located. If the manager follows up by asking if the customer is looking for storage, then the manager will get a Pass grade. If the property manager does not follow up by asking the customer if they need storage, they will receive a Fail grade.

The recorded conversation is sent to the storage owner as well as the report stating who Passed or Failed. The goal of this simple exercise is to reinforce that managers ask every caller if they also need a storage unit, which will bring otherwise missed revenue right back to the bottom line.

Competitor Shops will report competitor pricing with details such as unit size and price as well as information regarding special characteristics of the space, like climate controlled or on an upper floor. This information is valuable to storage owners in order to stay competitive in the market.

Website Shopping will report information such as how long it took to receive a response from the site and what prices or special might be available from the site.

PhoneSmart offers these secret shopping services through the Total Quality Assurance Services department. All of these, and any, service offered by PhoneSmart can be customized to meet the specific needs of each client. When combined with the sales training and inbound call center, a storage owner will find that PhoneSmart has developed a well-rounded sales management service.

To learn more about Self Storage Marketing please visit
http://www.phone-smart.info

We want to know  

Please give us feedback about our industry

As an industry pioneer, we are always interested in hearing about feedback from neutral sources. Please help us and tell us why you would use a self storage ? How would you use it ? Why wouldn't you use a storage ? %u2026 Tell us anything that you have on your mind that relates to self storage matters.

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Self Storage Related Links 

All About Self Storage

PhoneSmart. Your offsite sales force. Call Center in Columbia Missouri
PhoneSmart catches missed inbound storage and apartment calls so customers never get a machine. We handle reservations and offer voicemail. Other services: secret shopping and manager sales training.
Self Storage Blog is your expert insight into self storage industry
Self Storage Blog is your one stop source for all your self storage information needs. . Read and learn about all self storage matters from the authorities in the self storage industry
Self Storage Owner Blog
Find self storage blog and self storage pod cast
Royalty Universe. Your one stop shopping information center.
Royalty Universe Blog is your premier shopping information center .
Secret Shopping Blog is your expert insight into Secret Shopping
Secret Shopping Blog is your one stop source for all your secret shopping information needs. Read and learn about all secret shopping matters from the authorities in the Secret Shopping industry
Property Management Blog is your expert insight into property management blog
Property Management Blog is your one stop source for all your property management information needs. Read and learn about all property management matters from the authorities in the Property Management industry.
Total Quality Assurance Service is your premier TQM and customer service central
Total Quality Assurance Services is your one stop source for all your quality assurance information needs. Read and learn about all quality assurance and customer service matters from the authorities in the industry
Self Storage Social Network
A Social Network for Self Storage Professionals.
Self Storage Discussion Forums
Self Storage Discussion forum is your venue to discuss Self Storage , Car Storage , RV Storage , Boat Storage , Yacht Storage, Furniture Storage and Wine Storage
Storage Concierge. Your Storage finder
Storage Concierge is your premier Self Storage Units directory . We can help find the closest storage location near you.
Local Storage - Self Storage - Self Storage Units - Car RV Storage
Local Storage - Self Storage - Self Storage Units - Car RV Storage
Self Storage Owner Home Page
Self Storage Owner -- Where Self Storage Owners meet Self Storage Customers
Self Storage Owner Podcast
At Self Storage Owner Pod Cast section you will find a wealth of information about self storage matters.
Self Storage Article Directory
Self Storage Article Directory

New Wikipedia 

Marketing is the process associated with promoting for sale goods or services. It is considered a "social and managerial process by which individuals and groups obtain what they need and want through creating and exchanging products and values with others." It is an integrated process through which companies create value for customers and build strong customer relationships in order to capture value from customers in return.

Marketing is used to create the customer, to keep the customer and to satisfy the customer. With the customer as the focus of its activities, it can be concluded that marketing management is one of the major components of business management. The evolution of marketing was caused due to mature markets and overcapacities in the last decades. Companies then shifted the focus from production more to the customer in order to stay profitable.

The term marketing concept holds that achieving organisational goals depends on knowing the needs and wants of target markets and delivering the desired satisfactions. It proposes that in order to satisfy its organizational objectives, an organization should anticipate the needs and wants of consumers and satisfy these more effectively than competitors.

read the rest of the Wikipedia article

PhoneSmart

Let us help your local self storage marketing needs by visiting

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