Mystery Shopping Works Well with StorQuest’s Awesome Company Culture

Gary Sugarman, Chief Operating Officer at The William Warren Group / StorQuest, explains how SkilCheck’s self-storage mystery shopping program fits into their training model.

How Do You Utilize the Performance Evaluations And Mystery Shops That SkilCheck Performs For StorQuest?

I’ve had many experiences over the years with various people and mystery shopping companies, and the answer can vary significantly depending on the quality of the service. When it comes to SkilCheck, I usually have a high level of confidence that the feedback I’m receiving reflects a fair and thoughtful assessment of the shopper’s experience, whether on a telephone mystery shop call or during an in-person mystery shop visit. This is crucial because I don’t have to worry about discounting the responses or the write-ups. I don’t need to be concerned about whether an inexperienced person knows what to focus on, be receptive to, or emphasize.

So, that’s the starting point. If the shopper or evaluator is credible, which I generally find to be the case with SkilCheck, I feel comfortable taking their assessments at face value. I interpret their experiences as typical ones that any reasonable person may have. Naturally, I’m looking for reasonable individuals to have excellent experiences, whether on-site or over the phone.

I use these assessments as if I were the person on the other side of the counter or the phone. Essentially, I follow up on or evaluate the feedback based on what the shoppers say. The information isn’t valuable if I don’t feel comfortable with or trust the source. Historically, the self-storage mystery shopping from SkilCheck has served that purpose well; if I were present, I trust that this is what I would have seen or heard.

Trusting the Self-Storage Mystery Shopping Company to Give You an Honest Evaluation is Important

I often wonder about my own experiences. When I visit one of our StorQuest properties and the manager on shift recognizes me, I usually receive the royal treatment, which makes me curious about how the experience would differ if they didn’t recognize me. Sometimes, they don’t recognize me, and occasionally, in those cases, the experience could have been better. When I call, and they don’t realize it’s me on the phone, it can sometimes, but not often, lead to a less favorable experience.

I appreciate the purpose of these evaluations because my personal experience isn’t always relevant or helpful. Ultimately, these evaluations serve as excellent training tools. We know our benchmarks, what we train for, and what we expect from our team. Now, I can compare our actual experiences with those benchmarks. We can ask ourselves: How can we narrow the gaps? Or what are we doing exceptionally well that allows us to exceed those benchmarks?

Do You Have Dedicated Trainers or Coaches to Help Train The Important Benchmarks You Are Looking for in Your Self-Storage Mystery Shopping Program?

We have people dedicated to training in every district, including within our call center. These individuals may not be exclusively trainers, but they play a crucial role. For instance, a manager of XYZ Store may also serve as the training manager for ABC and 123 stores. This way, someone who can provide support and guidance is always nearby.

Being appointed as a training manager is considered a badge of honor. It signifies that the individual has achieved a certain level of proficiency, and it may serve as a stepping stone to promotion. Although it is not unusual for some districts to lack a dedicated training manager, we typically find someone from a neighboring district to fill the role until someone is elevated to that position within the district.

StorQuest Has an Amazing Company Culture.  How Does That Factor Incorporate into the Success of Your Sales Evaluations?

I believe it’s important to consider our overall approach to our work. While we aren’t curing diseases or saving the world, we provide something valuable to the community. Our team members need to find enjoyment in the services we offer and embrace their roles within the community. If you aren’t finding satisfaction in what we do, this might not be the right fit for you.

We want individuals who understand their place in the world. We’re not asking anyone to go above and beyond; we need everyone to recognize the value of what we provide and how we fit into the community. It’s about enjoying your role, connecting with the people you meet, and helping along the way.

Our workplace culture emphasizes keeping things light and fun, which helps reduce stress. This environment allows everyone to be themselves and showcase their personalities.