How Haviland Storage Services Utilizes SkilCheck’s Self-Storage Mystery Shopping

We sat down with Sue Haviland, owner of Haviland Storage Services, to ask her how their management company has incorporated SkilCheck’s self-storage mystery shopping into their ongoing training and evaluation process.

How Have You Utilized Our Self-Storage Mystery Shopping Programs Over the Years? 

We rely on several methods for evaluating calls. One method we use is listening to calls that come through our call center since they are recorded for reference. While we use these recordings, I appreciate having SkilCheck’s perspective by having their in-house evaluators review our mystery calls.  I also recognize the value of conducting in-person mystery shops at least once a year.

One challenge we often face is that managers tend to find excuses related to call quality. For instance, they might say that the caller didn’t ask the right questions, resulting in a lower mystery shop score than they hoped for. Using SkilCheck mystery shops allows me to emphasize trying various techniques in real situations. We incorporate real calls and professional telephone mystery shop evaluations and find it’s particularly beneficial to review results together in the office with the staff.

When we listen to our live calls, we can score them and discuss important points. We establish key objectives for each call. This allows us to identify areas we missed during the call. One of the main reasons I value these recordings is that we often think we sound a certain way on the phone. We believe we have a well-rehearsed script, but it’s crucial to hear ourselves.

For instance, do we use a lot of “um’s”? This can make it seem like we’re unsure about the property because we stall while trying to find the right words. Conversely, if we’re well-prepared, we navigate the conversation fluidly and ensure we return to the key information.

Does it Help When the Critique and Evaluation Come from Outside the Company?

It’s important for someone else to inform managers about their performance. It’s like, “Yep, see? So-and-so has been saying I do this or that.” It can be eye-opening. We also use call quality assessments and mystery shops as part of the criteria for determining their scores, which affect their quarterly bonuses. If they’re not performing well in closing leads—especially last year when we had fewer leads, then the property won’t do as well overall.

It’s an issue if they aren’t handling inquiries effectively over the phone. What I really appreciate about these phone shops is that we can focus on specific individuals and see how they perform. I might feel that someone gets flustered when the phone rings or becomes preoccupied when a customer walks into the office. It can take two or three attempts to get them to answer the phone, even when they’re supposed to be the designated responder. These shops are useful tools for ensuring that everyone who answers the phones is doing so effectively and identifying areas for improvement.

Some people consistently perform exceptionally well. They fully commit to their tasks, understanding that their efforts are part of their job. For instance, “If I handle calls effectively, it’s likely to result in a rental. This, in turn, will increase revenue, which contributes to my bonus and ultimately helps me succeed”.

Do You Use SkilCheck’s Ongoing Training Sessions?

It’s important to recognize that everyone learns differently, whether through mystery shopping experiences or by participating in the live, monthly, interactive training webinars that SkilCheck provides its customers. For effective training, I’ve found combining various methods beneficial. Providing recordings, showing score sheets during webinars, and incorporating sales training can engage different learning styles. This approach ensures that all employees can retain and absorb information in a way that suits them best, rather than relying on just one method that may not work for everyone. It’s essential to explore multiple strategies to effectively communicate with all employees continually.