Encore -- Because Customer Questions Matter at USstorageseach.com

Share Article

“I’m stuck on the elevator. Can you get me out of here?” Getting customers the answers they need quickly and efficiently is big business in the storage industry. That's why USstoragesearch.com, the only pay-per-reservation center in the storage industry, is establishng a dedicated customer service team called Encore.

News Image
I have three couches, five chairs, two end tables, a motorcycle, a jet ski, lawnmower, washer/dryer, crate of Christmas decorations, 45 boxes and a hot tub. I'm worried that the storage unit I rented won't be big enough?

“I have three couches, five chairs, two end tables, a motorcycle, a jet ski, lawnmower, washer/dryer, crate of Christmas decorations, 45 boxes and a hot tub. I’m worried that the storage unit I rented won’t be big enough?,” ... “Can you help me make an online payment, it’s not going through?” -- pretty typical questions in the USstoragesearch.com Reservation Center.

But the customer service team also gets questions like this, “I dropped off some stuff in my storage unit and now I’m stuck in the building elevator. Can you get me out of here?”

In the USstoragesearch.com Reservation Center, the typical and not so typical storage questions are getting extra attention with Encore – an experienced team dedicated solely to getting storage customers the answers they need in one phone call. Whether the customer call comes in before or after the storage reservation, the goal is to take care of customers, so that they can get on with their lives.

USstoragesearch.com President Michael Kucera says the Encore approach puts the needs of storage customers first. “Before and after a storage reservation , we connect with storage consumers at important times in their lives. They may be moving, getting ready for a new job, helping an elderly loved one or facing a long military assignment overseas. They’ll come back to us again and again when our customer service team takes care of them and skillfully handles the important details,” says Kucera.

USstoragesearch.com is implementing new processes for calls to their Reservation Center, the only pay-per-reservation center in the industry. The changes come after a thorough review and interviews with member facilities, storage callers and employees. The company concluded that the call handling process both before and after reservation, could be more customer friendly and still deliver gains in confirmed storage reservations.

For USstoragesearch.com, the customer service agent profile is a person with a sincere desire to help, experience in customer service and a positive attitude no matter what the challenge. Kucera compares the storage industry transition to what the travel industry went through several years ago. He says his six-year old company, a storage industry veteran, studied other models before finalizing new processes to make sales and service seamless for the storage customer and more profitable for member facilities, many of them also part of the USstoragesearch.com online storage reservation network.

Earlier this month, the company announced it had doubled the sales force, hiring additional sales pros focused on confirmed storage reservations. With commission based incentives, USstoragesearch.com expects higher profits for member companies.

About USstoragesearch.com
Established in 2004, USstoragesearch.com is the self-storage industry leader with the longest running and largest storage directory, featuring over 12,000 member facilities and more than 2.8 million storage units nationwide. Storage customers using the USstoragesearch.com online reservation network search real-time available storage units by facility location, unit size, property features and specials. Customers have an easy way to find, compare and securely reserve storage by credit card in minutes. These real-time reservations have been proven to convert to paying rentals for member facilities more than 90% of the time. The major property management systems now integrate with the USstoragesearch.com online network including: Centershift STORE, SiteLink PC, SiteLink Web, DOMICO, Syrasoft, Storage Commander, StorMan, Symbio, Task Master, Total Recall and WinSen. USstoragesearch.com is a trusted storage partner; serving the storage industry with aggressive and cost-effective marketing. Visit USstoragesearch.com at http://www.USstoragesearch.com.

###

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Loretta Carroll
Visit website