This week’s “Thinking Portable” Blog focuses on residential prospects (soon-to-be customers) and how to position yourself as the Concierge, providing support and quelling their stress. Whether their first line of attack is your website followed by a phone call, or just a phone call, always put yourself in their shoes. They may be Renovating, recently had a Flood, selling their Home- all without knowing how it’s all going to turn out. When will the Closing be? What do I need to get rid of, and what do I need to store? Will the Closings overlap and if not, will I need to store my belongings elsewhere? How does that work? And likely many other circumstances, such as Financial Stress; Divorce; have young kids; Death in the family; Moving to a new town; Need to find schools. You never know, so assume it all.
Whether you are managing a lead from your website or answering a phone call to give a quote, you need to sit confidently in the driver’s seat, listen and educate the customer as to what Portable Storage is and what your company has to offer to make the process as simple as possible for them. And remember, it’s not all about the BOX.
The key to a good salesperson is to always listen. However, the key to being a great salesperson is to listen and strategically steer the boat. Think of yourself as a concierge to their situation, not a salesperson. Renting the Box is a given. They reached out to you for that reason. Price is a common objection, so always head that off with a promotion on your website, quote design, or tool for discussion. Walk them down the path of what you know they’ll need for a simple, stress-free experience, asking questions along the way. Explain the Box Sizes/Prices, how the Transportations work, then ask questions. Do you plan to load and unload your belongings yourself? Do you have a lock, moving blankets and a way to secure your goods inside the box for transit? Does your homeowner’s policy cover your contents in a 3rd party storage container? What is your Timing? We can help with it all.
Maybe you offer Labor services or can refer them to a Moving Company. Maybe you offer a Moving Bundle Rental and/or other accessories – providing a One-Stop-Shop. Maybe you offer Contents Insurance. Maybe you have an option where your Driver waits for the Movers to load the Box, so you can take it directly to the new home- cutting down on transportation costs and speeding up the situation. This is all new to them! You are the Concierge, whether on your website, on the phone and in person. They need guidance. Reveal your Toolbox to them OR they’ll never know what you have to offer! This shows them you understand their needs and are here to make it a simpler process in the long run.
If you worry you are “nickel and diming” them, change your mindset. You are helping to save them time, so they don’t have to make another phone call to hire Movers, or go to Home Depot and buy a lock, blankets, boxes, or straps, or call their Insurance Agent. They need these tools regardless. You are providing them Convenience- which enhances their experience with your company.
If this all overwhelms you as you are not currently offering Accessories or other Ancillary items, take baby steps. Slowly build your Toolbox by adding one new offering each quarter and modify things along the way.