SkilCheck Mystery Shopping award winner

What Drew You to the Storage Industry?

Before finding my way into storage, I managed the accounting and operations for a Round Table Pizza franchise.  Going from a mainly desk-job, I appreciate the variety of tasks you have throughout your day at a storage property. You get a bit of accounting, a significant amount of customer interaction, which wasn’t always my most straightforward task, as my background is in accounting without much focus on dealing with people. Along with that, you also get to work hands-on with your property. It’s diverse and involves wearing many different hats.

Storage is not just a numbers game; the people aspect is essential. I didn’t realize how significant it was until I got into this role. You really must be a people person. Every time the phone rings or the door opens, you need to put on a smile. You must do your job with a positive attitude and wear a smile on your face.

You Consistently Score Very High…How??

Practice is key. I have a SkilCheck checklist that I’ve updated as necessary to keep up with changes in skills and shopping. I refer to it as my “cheat sheet.” This sheet helps guide you through essential phrases like saying “good morning,” stating your name, and asking for the customer’s name. Through repetition, you automatically begin to work through the list.

If I think I’ve forgotten something, I simply add it at the end of my conversation. The more you practice, the easier it becomes to remember these steps. It’s essential to know who you’re talking to and to follow the guidelines we were taught.

When I first started, we did in-person training with Carol, which involved uncomfortable mock conversations. It felt like public speaking, which can be nerve-wracking, especially with people you know. However, remembering those SkilCheck training sessions helped reinforce the importance of practice.

I always pay attention to cues during conversations. If the customer becomes quiet, that’s your opportunity to engage more. Keep the conversation going, don’t hang up until they do! Practice makes perfect, so don’t hesitate to lead the discussion in the direction you want it to go.

Remember to convey your enthusiasm; let customers know how great you are! I often express how proud I am of my work, and that can make a big difference in customer interactions.

What’s Your Favorite Part of the Job?

Receiving a heartfelt review from a customer for going out of your way to help them is truly rewarding. It’s gratifying to know that, even if they don’t leave a formal review, they appreciate your efforts and recognize that you are doing your very best to support them. When someone genuinely acknowledges your hard work, it brings a lot of satisfaction.

It’s nice when customers express their thanks in little ways—like a handwritten card, or I have one customer who occasionally brings in a bottle of wine. There was even a time when a customer gifted me a piece of art. These small gestures remind us that the effort we put in impacts people’s lives in ways we might not even realize.

Do You Mind Getting Mystery Shopped After All This Time?

I enjoy the mystery shopping program from SkilCheck because it gives me a chance to practice my skills. I think it’s a great experience! I like it because it allows me to showcase my abilities and meet the expected standards. Every time I conduct a phone call, I keep in mind that it might be a shopper’s call, and if there’s even the slightest hint of that, I switch into high gear. I believe in practicing consistently because the more I do it, the more natural it becomes.

What Would You Tell Managers Who Are Nervous About Being Mystery Shopped?

Right away, I provide my team and nervous employees with a SkilCheck checklist and advise them to focus on one thing at a time. I emphasize that they should hone in on each task. We encourage them to point to each item, ask the relevant question, and remember to listen to the customer’s responses. Those answers will guide them to their next question.

I try to teach them to concentrate on their greetings, their rate of speech, and the questions and answers throughout the conversation. This approach is constructive for newcomers, who often feel nervous and hesitant to pick up the phone. I reassure them that it will get better with practice. They just need to engage each time, and they will learn a lot about people by asking questions.

How Do You Handle Sub Par Scores?

Regarding managing negative feedback, I remind them that everyone has off days. For example, one of our managers received a few reviews in the 60s, and my message to her was, “Wow, you must have had a tough day.” I know she can perform much better than that, but I told her to move forward and not dwell on it. Sometimes a bad day happens!

Those moments can serve as valuable learning experiences. A while back, we had a very self-critical team member who felt he should have received a higher score. We told him the SkilCheck evaluators are looking for specific things, so he should see this as a learning opportunity. I advised him to read their comments. None of us is perfect, including the evaluators, and he usually performs very well. However, as a perfectionist, it can be challenging for him to accept imperfect results.

I reiterated that we have resources, like the training sheet, to help guide them. It’s like having a roadmap—let’s make it happen! And I reminded them not to rush. They shouldn’t sound hurried or overwhelmed; instead, they should approach the task with a positive attitude, focusing on providing excellent service, one customer at a time.