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MYSTERY SHOPPING PLANS
Telephone Mystery Shopping for Self-Storage That Improves Your Team
Looking for a powerful way to improve customer service at your self-storage facility? Our telephone mystery shopping for self-storage program is designed specifically to help storage operators understand exactly what their customers experience when they call your property.
First impressions matter — and in the self-storage industry, the phone call is often the very first interaction a potential renter has with your business. Our telephone mystery shopping program provides an inside look at how your team handles inquiries, answers questions, and converts calls into rentals.
Our telephone mystery shopping for self-storage program goes beyond reporting by also offering an engaging, interactive customer service training program led by self-storage expert Carol Mixon. Through real call examples and practical coaching, your team learns how to improve phone skills, increase conversion rates, and create a better experience for every storage prospect who calls.
Objective Evaluations You Can Trust
Another thing that makes our telephone mystery shopping for self-storage facilities unique:
Your mystery shopper never scores the shop.
Instead, all calls are evaluated by our experienced in-house evaluators who specialize in analyzing self-storage customer service interactions. This ensures every score is fair, objective, and focused on helping your team improve.
Want to learn more about the experts behind our evaluations? Click here to meet our evaluators.
NEW TO SKILCHECK?
Everyone dislikes fine print – and we’re no different – but this will help clarify a few things!
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Targeted Employee Evaluation
We need the employee schedules to ensure that specific managers can be reached. Because our shoppers are compensated for each attempt to contact your staff. So, having the schedules is essential if you want them to locate specific individuals without disrupting other employees.
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Multiple Shopper Voices
SkilCheck has access to an extensive network of millions of shoppers nationwide through the ISecretShop platform, so we aim to assign a different shopper for each of your shops. Because of this large pool of shoppers, we ensure at least 100 days between phone calls from the same shopper. You can read more about our telephone mystery shoppers here.
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Phone Numbers Displayed on Caller ID
Our shoppers’ phone numbers will never appear as ‘Out of Area,’ ‘Blocked,’ or ‘Restricted.’ Because we want your phone shops to be as realistic as possible, a phone number will always be displayed on your caller ID.
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Live 1-Hour Monthly Training Session
Every month, your evaluated employees are invited to a live Zoom training session with Carol Mixon and other evaluated self-storage managers. During this session, participants will listen to and learn from sales calls made by fellow storage managers. So, it’s a fun, relaxed, and effective way for employees to receive important training.
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Custom Dashboard for Admins & Employees
Administrators in your company are provided with unique logins that grant access to all locations or selected locations based on their preference. And, employees can receive individual logins, allowing them to view only their scores and evaluations of shops if desired. You can log in to your SkilCheck dashboard here.
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Scored Evaluation Grading Sheet
We fully customize our evaluation forms at no extra charge, so they mirror the training you’ve provided your storage managers.
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Call Attempt Recordings
All attempts to contact your employee are recorded and documented on your evaluation form. Teal tier customers or higher receive recordings of all attempts, complete with date and time stamps. This helps you understand how your managers respond to your incoming calls.
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Follow-Up Response
After the telephone mystery shopper finishes their conversation with your employee, they wait at least 24 hours to see if your staff follows up with them via phone call or email. And, this information is recorded on the evaluation form.
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Call Back Number Left with Call Center or Voicemail
When the shopper reaches a voicemail or a call center agent, they leave their callback phone number for a manager to contact them. And, the shopper also documents whether the employee follows up with a phone call. They note the date and time of the call and the conversation is recorded and evaluated using the SkilCheck evaluation form. If the phone call is not returned within 48 hours, the shop will be charged at the Bronze Level Tier, and this information will be sent to you.
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Unique E-Mail Addresses
Each email address used by our shoppers can contact your store only once. So, you will not receive multiple emails from the same address contacting the same store.
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Written Message Sent to Store & Sending E-Mail Included
Each email inquiry to your store includes the message text and the email address from which the inquiry was sent. This information allows you to investigate any discrepancies if a response is not received.
Don’t Take Our Word For It…
Hear How Our Clients Use Our Services
Sue Haviland
Owner | Haviland Storage Services
Gary Sugarman
COO | StorQuest, William Warren Group
Jeremy Rollwitz
Regional Manager | The Jenkins Organization
Time to Elevate Your Storage Facility
Self-Storage facilities are easy to understand but difficult to master. Let us help you today with Excellent Training, Professional Consulting or Management of your facility. Our mission is to help your facility excel the way it’s supposed to.