Is being a good listener part of your job?

Sue_C

Many people have a good (or interesting, sad, exciting, you name it...) reason around why they're renting self-storage. Have you ever had to lend an ear as a customer tells their story? Is it simply part of the job?

storagestation603

I honestly believe its part of the job. Just like in any customer service job. 

OutboxChar

Definitely part of the job. I can empathize with most of the reasons, military deployment, a death in the family, a divorce, sold their house, bought a house, and it puts me on equal footing because I might have advice to give because I have been through it.

Orkocean

Huh? What was that?.... lol.. Is it part of the job? Technically no, is it part of the job for a GOOD manager though? That's a definite yes! A good listener can pick up on subtle things that could be key motivational points for customers to point out even more so than something else as you know it's something on the tenants mind. Also just in general when someone knows you were truly paying attention to them they are going to be more engaged and trusting of you. If I go to show a unit after they've told me what they will be storing I am going into that unit and naming every piece that they told me and how it would fit into the unit. To go along with being a good listener, having a good memory is a great way to build customer appreciation. I always refer to an office I'm at as "Cheers" because I'm going to be greeting you by name as you come in.

roddfield

Customers like it when you remember there name and there not thought as just being a number

1833

haha yes it is part of the job we get happy stories and the sob stories i think I know more about some of my tenants then i would like to know  but for the most part they are great fun .

PhilR

Definitely part of the job. Makes the prospective tenant feel like you're interested in them and their life rather than them just being a tenant.

ThriftyStorage

Listening is part of having a conversation, and I have a conversation with every person that I have contact with on the job.

ShedStuff

I find having a listening ear; helps build the relationship of trust. I 've had customers tell me who are delinquent that they'll pay me first since I wasn't rude nor acted as if I don't care about their life struggles. It's all about building a relationship in any business.

CVSSSTORAGE

you all that enjoy hearing stories from tenants can have my guy who likes to tell me about his poops =/

i43storage

Oh my, yes.  It may take five minutes to get the paperwork done, but you need to be ready to listen to 15 minutes of why they need the unit in the first place. 

karen700

My co-workers and I think we are part hair dressers! We hear it all....why they are moving, who is helping them move, the new place they are moving to..... ! I like knowing my customers. It makes each one an individual in my head...not just - MAN IN #34...LOL