SkilCheck Mystery Shopping award winner

Your SkilCheck Mystery Shopping Scores are Always Stellar.  You Seem Like Such a Natural!

I’ve been in customer service pretty much right out of high school, so I’ve been dealing with the public for a long time. When I first started, it was a telemarketing job with AT&T, where I handled billing and payments. After that, I worked in various roles that required customer service, including retail, serving, and bartending. I’m now in my 40’s, and I spent a lot of my 20s and 30s in these positions, so I’ve become very accustomed to working with the public. 

My philosophy has always been to “kill them with kindness.” I believe that even if customers are upset, being nice can often earn you more respect in return. First impressions are crucial; if you greet someone politely and with a cheerful attitude, they usually respond positively. This approach is fundamental to me, and I think it sets a standard for customer service within the company. 

Your Mystery Shopping Reports Always Reflect Such a Positive Personality

That’s just my personality. I often receive positive feedback from customers who say things like, “You’re always so nice and positive.” While I know I’m not perfect, I believe it’s essential to represent the company in a friendly manner. 

I also think that a kind attitude goes a long way. It can really uplift someone who might come in with a bad mood. I’ve experienced it myself—sometimes life throws challenges at you, but a friendly interaction can brighten your day. I often feel like a counselor in this business; after all, not many people wake up excited to rent a storage unit. Everyone has their own story, and I make it a point to listen to it. I have been with this company for almost a decade now, so I’ve grown accustomed to this dynamic.

What Brought You Into the World of Self-Storage?

It all started when I saw a job ad on Indeed for a property management position. This was something I had never done before, since my background has primarily been in customer service. I’ve worked in roles such as telemarketing and even conducted surveys for Procter & Gamble. Most of my experience involved working directly with people, including bartending and serving.

Around my late 30s, I wanted a job that was more relaxed and less demanding. So, while browsing through job ads, I came across this position. Initially, I thought it was for an apartment complex because the ad wasn’t very specific; it mentioned Legacy Management and property management, along with some criteria. I decided to submit my application, and then I received a call to come in for an interview.

When I arrived at the location, I found it to be a storage facility, which surprised me. I thought, “These don’t look like apartments.” However, I went in, and Sam, the interviewer, explained the job to me. He was impressed with my attitude and provided excellent feedback. He asked if this position was something I would want to pursue, and I thought, “I’ve always enjoyed working with the public.” So I said, “Sure, why not? Let’s give it a try.”

And here I am, ten years later! It has been a truly positive experience for me.

Does Mystery Shopping Make You Nervous Anymore After a Decade in Storage?

I’ve been the trainer here for years and have trained everyone who works at this office. I always tell them just to read the script and not worry about the mystery shopping calls. They don’t have to sound like me, but I encourage them to add a little personality and emphasis to their delivery. Unfortunately, some of them sound robotic, while others read the script without any enthusiasm.

When Sam trained me, I spent many years under his guidance, and at that time, it was just the two of us in the office. He advised me to treat every phone call like mystery shopping call. That’s my approach, and I’ve trained everyone here to follow the same principles. However, whether they follow that advice is up to them.

Personally, I don’t mind their different styles because, if you look at the bigger picture, it’s about the customer experience. Sam always mentions that my calls tend to be the longest. I think it’s because I try to be thorough, often adding extra details that I believe enhance the conversation.

Whether I’m on the phone or interacting in person, I treat everyone the same, always wearing a smile, because smiles are contagious.