3 Mile Management Minute: The Phone Call That’s Costing You Rentals

📢 3 Mile Management Minute: The Phone Call That’s Costing You Rentals

Truth: Your manager’s first phone call with a customer is either making you money or losing you a rental.

Most self-storage managers think they’re doing their job when they answer the phone. But there’s a difference between taking calls and closing rentals.

Here’s what typically happens:

The Average Manager (Losing You Money)

• Customer: "How much is a 10x10?"

• Manager: "It’s $99 per month."

• Customer: "Okay, thanks!" (Hangs up and calls the next facility.)

No urgency. No next step. Just giving out information and hoping for the best.

The Sales-Focused Manager (Making You Money)

• Customer: "How much is a 10x10?"

• Manager: "Great choice! A 10x10 is perfect for [common use case]. We have one available now—would you like me to hold it for you?"

• Customer: "Uh, yeah… I think so."

• Manager: "Perfect. I can text you the link to lock it in now—what’s your number?"

Same question, different outcome. One gives information. The other gets the rental.