What our employees say


Excellence

PhoneSmart strives for excellence. At a training session, Director of Operations Tron Jordheim stated that we were striving to set the standard for excellence in our industry. Of course, we all are aware that our calls are evaluated and we are given the result of the evaluation with suggestions about how the call could have been better. We have pop quizzes from time to time and there is training and retraining as we move along. At periodic intervals we are required to pass certifications to move to different levels. The real value of all of these things is clearly brought home to us when we participate in the Total Quality Assurance Department’s Secret Shop Program.

It is nearly impossible to be a secret shopper and not realize the value and importance of the standard for excellence that has been set for us. Many times as I am in the middle of a secret shop call I am thinking, “Wow, they need us”. Secret shopping helps us to be better as well because when you are answering the phones after secret shopping all of the mistakes that you have heard stick with you and help you to not make the same ones.

Recently I had quite a revelation. We had the opportunity to “shop” another call center. It seemed that on every call, the operator was lacking in finesse and motivation. Questions were answered with a perfunctory one-syllable response. Most generally the first question was “could I have your phone number and name in case we get cut off?” This is something that we are trained NOT to do as it might indicate shoddy equipment and not inspire confidence in our ability to help. We generally ask for name and number where it “fits”, getting the first name so that we start to establish rapport and then getting the last name and phone number as part of our close. We might just start asking for information as though we were filling out the order. At other times we might say something like “Let me get your name and number and lock in that special offer for you” I suppose it amounts to the same thing but we try not to sound too much like old time used car salesmen. We strive for finesse and polish.

Each call that I made through the competing call center was as frustrating as the previous call. On one, I requested information to store a queen size bed, a small sofa, and 8 “totes” and was told that I should rent a 10 x 20. I wondered if this was the only size that was available or the person was really that poorly trained. He gave no features or benefits, gave no hours, discounts, or other important information. I had to “pull teeth” to even get a price on this grossly oversized unit. Call after calls seemed the same; what is your name? What is your telephone number? These questions followed by a rush to get me off the line.

When I had made all of the calls and had written the evaluations I was asked to write I asked some questions about this whole experience and found out that they are paid an extra stipend for each name and telephone number that they collect. They seemed to be encouraged only to collect that data and not to give real service by striving to reserve units for the store. We are not given extra pay for collecting leads and we have often wondered why we were not. We are given extra pay for getting credit card reservations. I now understand that. Getting paid to collect names and telephone numbers would only encourage the operator to do just that and move on as quickly as possible to the next call. This is merely processing calls and is not the excellence that is practiced at PhoneSmart. We would not recommend a grossly oversized unit just because that was all that was available today. We would take information and send the lead through, not just so that we would get extra but so that the store manager could call them and let them know when the size that was appropriate would be available. Good service to the store, good service to the caller. Excellence!

It seems to me that it is just as easy to strive for excellence with every call as it is to answer and brush people off. It takes the same breath and energy to answer one as the other. The difference is in taking pride in what you are doing and to consider what you are doing to be helpful. This difference, this excellence, comes from training and from a feeling of partnership with the storage facilities that we serve. Competition in self-storage is fierce and I believe that industry will become even more competitive as additional features and services are offered. More and more people are finding themselves in need of short or long-term storage and we owe it to them to give each and every call our very best.

Any self-storage owner or manager seeking the services of an after hour call center should apply the principles of our secret shop department. Create a story, decide what you will need to store and when. Next use your own experience and note what recommendation that you would make to a customer about the unit. Think about what information you would give to a caller and how you would “sell” your store. Use these guidelines to measure the performance of the call center. Try our competition and then talk with our professionals. It will not take many calls to see the difference between poor performance and our excellence. What is it that you are looking for? Would you want a tired, bored voice, merely offering the price and giving no information about your store or would you like to have an enthusiastic “smiling” voice with professional demeanor that is knowledgeable and trained to maximize business for your store. Do you want untrained operators who will become angry or “snotty” with a disgruntled caller or a professional who can maintain a composed and soothing yet “in charge” affect when dealing with an upset or even angry customer? At PhoneSmart we are the professionals. What we practice here is excellence!

It’s Been a Long Long Time

I was out of work and my unemployment was running out. I had been searching for employment that was not only profitable but challenging and interesting. Even though I am nearly 62 years old I do tend to get into trouble if I am bored. I had been offered a position with a retail chain that was opening a new store in the area but for some reason I decided to look at one more option.

When I arrived for my interview I was not too much impressed with the little call center stuck in between the storage facility office and corporate headquarters. But they seemed like a friendly bunch. Everyone seemed clean and decently dressed but there was none of the expensive “business dress”. I noted that it was a plus to be able to work in comfortable and less expensive clothing.

Then they sort of grabbed me. They asked me to take a seat in the break room. There were no couches and not much in the way of “extras” but something really wonderful happened. Staff members wandered into the kitchen area and smiled at me. I struck up a conversation with most of them and found them to be a reasonably well adjusted and friendly group. Little did I know that this was a plot and plan. Employees were asked to come through the area to judge my openness and attitude. It is a good thing that I am a fearless talker!

The interview was held in an abandoned room that was being renovated but the interviewer’s style was relaxed and I was comfortable. I liked the feel of the place and the fact that I would not be on my feet for hours at a time. The deal was clinched when I met the call center manager, the lead supervisor and the director of operations. I was very impressed by the kindness and friendliness of these administrative people.

A few hours later I received a call that they had a spot for me and wanted to start training. I called the Human Resources department at the other job and declined their offer. I thought I would stay here for a little while and if it did not work out I could look for something else while I worked here.

That was 3 and ½ years ago. I am still here enjoying the companionship and friendship of many college students and a wide spectrum of younger adults. I am the old lady of the place and while I do plan to start Social Security next spring I hope to continue to work here. It will be easy as the scheduling is flexible and the work is not as hard as running a retail sales floor.

I feel that I have had excellent training for my job and many opportunities to earn and to grow. Call center work is often maligned by people who do not understand the joys of the extensive range of experiences you experience in a call center serving more than 400 stores nationwide and in Canada.

Boring is simply not on the agenda. When the phone rings it could be from anywhere in the US or Canada. The people who call in are either stressed, worried, rude, panic stricken, in a bind, uncertain of what they need, late on payments and upset that the office closed 3 hours ago and I cannot take a payment to avoid the late fee, polite, well mannered, belligerent, silly, trapped on the lot because they followed someone in and the gate won’t let them out, locked in because they stayed past gate closing, and sometimes they are a mind bending combination of all of the above.

Before I answer any call I take a deep breath and smile. The first thing that I notice on the call is the background sound. If there is someone cursing or a child crying loudly I take another breath and a voice in my head says “Focus”!

Mental dexterity, strength of will, and computer skills are job requirements. It is always imperative to be in control of the call whether you are listing store amenities or attempting to defuse an angry caller. Night shift is especially challenging as when the store office is closed we are not able to meet the caller’s requests to speak with the local manager or to help them get in or out of the gated area. It is often my considered opinion that the caller has brought this situation upon themselves; however, it would be very unprofessional and lacking in courtesy to point that out.

This evening I did have an opportunity to be of real assistance to a caller. The first thing I noticed about the call was the small child crying in the background. The caller was nearly in tears herself as she explained that she was inside her storage facility, the facility is one that has all of the storage units inside the building and there is a computer controlled locking system for security. She had lost track of time and when she noticed it was time to close she rushed to the door and sent her 5 year old son out through the door. The gate closed and locked down leaving her trapped inside the building and her child outside the door. By the time the call came to me they were both in tears and her cell phone batteries were low. Normally we would recommend that she call the fire department no emergency number but with the small child on the outside I deemed it prudent and worthy to try to contact our non emergency number. The manager who lives on the site was happy to go down and help them out. It was a judgment call that I am allowed to make. Our general rule is to advise callers of business hours and not call after hours for overlooked payments, tenant’s who are locked out for non pay who have followed someone else in or people just angry with the manager about store policy, but it is very satisfying to be able to aid a family in this situation.

The next 3 or 4 calls were requests for office hours, truck rentals and balance dues. I answered what I could with the information that I had. Just when things were getting a bit “routine”, a very young voice asked how much we charged to store a baby elephant. These calls come in quite often, tender youth with nothing better to do. We have been asked the price to store almost any animal you can name and dead bodies, black plastic bags filled with marbles, and the occasional request to live in the space. I usually tolerate the giggling for a call or two but then I have my own fun by telling them that we have caller ID and the calls are recorded and that if they call again I will send the recordings to local law enforcement. This usually puts an end to the prank.

There is also the occasional request for a band rehearsal space. Most facilities do not permit this. Perhaps they will be able to find another guitar player with a garage.

Phone Smart Call Center Director of Operations, Tron Jordheim told me that someone asked for the demographics of storage customers. His knowledgeable response was “There are none, sooner or later everyone needs a storage unit”. There was a time when I thought that there would be very limited segment of our population who would actually pay to keep things in storage. I reasoned that people would sell off or give away what would not fit but I soon found out how very wrong I was. There are as many reasons for someone to rent a storage unit as there are people.

There are military families needing to move for a deployment, homeowners trying to sell the home and needing to put some things away to make it look less cluttered, homeowners who have sold a home but cannot move into the next one due to problems with the closing on the new property. There are breakups and marriages with the couple needing to consolidate into one household. Elderly family members may need to go into a care facility for a time and do not wish to lose all possessions or memorabilia. College students go home for vacation and do not wish to haul semester necessities home or some go to spend the season out of the country but will need to have furniture for the next term. Store inventory for seasonal items and document storage also bring business customers to our call center.

The amenities offered by the storage facilities are also varied. Some have business centers and offer document management. There is RV parking with dump stations and wash bays and drive up access storage units for storing automobiles. Many vintage car owners have these valuable vehicles in storage.


More Employee Testimonials

I like working for PhoneSmart because it is a great opportunity to improve computer skills, people skills and sales skills.

I think we offer a great value to our clients because we can help make them more money and get them more business.

I think we give a great service to our callers because we are the storage experts and we can get them the best size and a great price.

I have developed with PhoneSmart with my phone skills and sales skills with PhoneSmart. I have become confident in selling storage and confident with talking to customers.

Bridgette R.

PhoneSmart is a nice place to work. The environment is very laid back and everyone works well together. Since we are a relatively small company, it is important that we all help each other out.

PhoneSmart provides a great value to our clients. We help self storage owners to maximize their rentals…and therefore their profits. When local store managers are unable to answer the telephone, the call will transfer to PhoneSmart. All of our phone reps are well trained self storage specialists that are able to assist the caller and acquire new rental customers for our clients.

At the same time, PhoneSmart is providing a great service to the actual callers. These potential customers are not stuck leaving a voicemail message when they call a storage facility and the manager is busy. Instead, they are able to immediately get their questions answered and a storage unit set aside.

In the many years that I have worked at PhoneSmart I have learned more about self storage and heard more stories from callers than I ever thought possible.

Ann S.

PhoneSmart gives me an opportunity to earn some stable money in a good atmosphere.

Our clients pay a bit up-front for our services and receive long-term dividends from renters.

We help the callers by providing information up-front and assisting them to make decisions that are in the interest of all parties.

Since coming to PhoneSmart, I have learned how to break-down barriers to create win/win situations.

Cam L.

I like working here because it is a relaxed environment, and I like the people I work with…which helps.

We offer our clients great value because we are trained on newest techniques in the this field

Our customer service is focused on what our customers actually need while still selling the facility for our clients

Since I have worked here I have developed my sales skills

Nikkita W.

I like working here because there is a good environment in the call center. We may have some ups and downs, but everyone here is positive and has a pretty good attitude. The stereotypical call centers are about being dull and boring, I don't get that feeling here.

We offer a good value to our clients, because turning missed calls into reservations or leads is valuable. Those missed call could have resulted in the customer calling the next ad on the list and going with another company. Some sites may just have too many calls for them to handle and we're there to help. From what I hear, lots of managers don't always sell their facilities well to callers either. If a client wants a manager to manage the day-to-day activities, PhoneSmart can handle the responsibility of sales and getting new tenants to choose their facility.

Callers like us because we're always friendly. We give the caller the impression that we are trying to help them. Many people are not familiar with storage, so we are here to inform them and make the process easier for them.

I now have both sales and customer service experience, which is great for any student getting a degree in Business.

David A.

PhoneSmart has been a great opportunity for me to sharpen my sales skills while providing a friendly, fun work environment. I have been at PhoneSmart right about 3 years now, and have enjoyed every minute of my time here. Before working at PhoneSmart, I had had about 5 jobs in my lifetime, none of which had lasted more than about 8 months. I started at PhoneSmart in January about 3 years ago, I was going to school at the time, and things were very hectic for me. PhoneSmart was a great job to have with school, because I could go to school during the day, work at night, and have time to get my school work done as well. PhoneSmart was great working with me on hours when I went to school, and now that I am not in school, PhoneSmart has become a great full time job allowing me to move to day shift and make some great money! Not only is the hourly rate one that would attract many people looking for jobs, but we get to use our sales skills which have been perfected by the coaches and training staff at PhoneSmart to get commissions as well. If you like a laid back work place that does things efficiently and in a friendly and professional manner, then PhoneSmart’s sales force is the place for you!

Evan G

I like working at PhoneSmart because of all the friendly people. I also took this job because I feel as if we are providing a needed service to people in need. Storage is something that is needed while people are in stressful life transitions: transitions like moving, divorce, children moving out and some time parents moving back in. These types of events can be stressful. I feel that we can ease people’s stress a little bit by providing storage for their belongings until the rest of their lives level out a bit.

Our clients find us a good value, because we offer excellent training packages where we can use our experience to help businesses increase their sales and their customer service satisfaction.

Our callers like talking to us, because both our own callers and our training client’s callers get great listening and great help, since we train all of our trainees to really listen and how to meet the callers needs.

Since joining PhoneSmart I have become both a better sales person and a better listener. I believe that the biggest improvement comes from being able to use assumptive sales language with our callers, thus increasing revenue by closing more sales for our clients and myself.

Julie B

Well I have worked here for almost 7 years. One of the main reasons that it is a good place to work is the flexible scheduling. I’ve had a few life changes and they have worked with me so that I could still make money and handle my personal business. Also, I enjoy my co-workers. They are all friendly and courteous. And I like that we get to speak with some very interesting people all across the US and Canada on a daily basis. I have also gotten to speak to a few celebrities and their assistants as well! All in all it’s a great place to work.

Wendy L

I like working here at phone smart mainly because of the people. I have never worked in a place where everyone is truly happy to see everyone else, or where you see the founder of the company, Tron, actually walking around talking to reps and saying “Hi”. When I worked at a major big box store, you were lucky to get one of the upper management people to even look at you, let alone say “Hi”. I also believe that what we do helps our clients get more business, which in turn makes them more money… which makes us more money. It’s like a chain reaction. If you call any other storage facility that does not have a call center like ours it is almost impossible to talk to a real person; most of the time you get their voicemail. I work on Sundays and you wouldn’t believe how many times I get people to reserve with StorageMart or one of the other facilities we answer for because they could not get any one else on the phone. Every time one of those facilities misses a phone call, that is money they are losing and that is one more unit that was not rented out.

The callers are also helped because they don't have to wait for a call back from the manager to get rates or any other info. We can get them everything they need now and even set them up with a reservation or rental, so they can start worrying about other important things. We also help the current tenants for the facilities we answer for if they have an issue getting in or out of the gate and it’s after store hours. We can try to get a hold of the manager to get issues fixed before they become a problem. It saves a lot of trouble for the manager, the tenant and us. To be completely honest I have no idea how I have developed over the last year and a half. I still feel like my old self, but I have noticed that I am a lot more patient with people then I was a year ago. I am definitely more mature then what I was. Knowing what people are capable of saying, I let things slide more often; especially harsh words. I have noticed this has helped me at home. I don’t let the little annoying things people do get under my skin so much as I used to even a year and a half ago before I started at PhoneSmart.

Jennifer N

When I moved to Columbia, MO eight years ago I never imagined I would be selling self-storage. I had spent the better part of two decades selling cars and trucks and running new and used car dealerships. The automotive business had been on the decline for many years and I was itching to use my sales skills on something other than cars. It just so happened that my best friend who was from Mexico MO was moving back to Missouri at the time the dealership I was working for was shutting the doors for the last time. She offered to take me with her and instead of going back to the auto industry I asked her, “When do we leave?”

Here I was in mid-life without a job and living in a new city and state. The area here had many manufacturing jobs to offer at the time I moved and eventually was hired by a factory to make car parts. This was a full time job with benefits and decent money, but it was hard physical labor…and let’s face it, I was not cut out for that. So I kept looking for a sales position and that is when I came across PhoneSmart.

I started working part-time evenings at PhoneSmart in the very early days of the company. So needless to say it was a long day. After standing, sweating, and breaking my nails I would then spend another four hours selling storage. I’m no spring chicken. I was fast approaching burn-out from the fact of working the majority of my waking hours. It was either stay at the factory with full time wages and benefits or stay with PhoneSmart, a small start up company with part-times wages and no benefits. I saw though the potential that PhoneSmart could achieve under the entrepreneurial skills of Tron Jordheim. We were revolutionizing the storage industry then and to this day still are. Needless to say I took a gamble with staying at PhoneSmart and the return has been great.

I have found a home here as have all our employees. It is wonderful to work in an atmosphere of creativity where personal development is equated with professional development and a constant march toward improvement. We are a diverse crew that learns and grows together and as corny as it may sound, feels like family. Everyone has an opportunity to wear different hats and we foster a culture of teamwork.

Our forward thinking and early recognition of consumer trends have helped us grow the business while our imitators floundered. We are constantly trying new techniques and with the rapid explosion in personal communications are on the cutting edge of technology. Our clients value this and look to us to increase their bottom lines while keeping their own clients happy and satisfied. I feel we do that every day by having the best trained staff, the latest technology, and our friendly and sincere approach to selling.

This February I will be celebrating eight years at PhoneSmart and ready for eight more. It’s been an interesting eight years here. I feel I have a friend in every part of the USA and Canada and my geography skills have certainly improved. There are client managers that I have known for years and on the rare occasions we do talk it’s like catching up with an old friend.

Laura R

I have been with Phone Smart now for almost a year in April. When I first set off to look for a job after leaving my last call center job, I was determined to find a place were my sales skills would not be overlooked. I had been in sales for 7+ yrs and thought I had just about learned everything I had to. I went through Zig Ziglar’s sales training course and other training courses while I was in car sales. When I came here I was very impressed with the way things looked. I liked Dana; she really kind of scared me in the interview. But she hired me because I was smiling during my phone interview… cause I love to smile I guess. After training with Julie it was quite clear that she was very knowledgably and would make sure that we were the best before released to go on the phone. Alex and Michael were my first mentors on the phone. I guess they called themselves the Dream Team because they were leading the board in reservations and had been asked to train me and another newbie. They really showed us how to talk with customer and do fact finding about what the caller needed. It was a great experience. I knew then this was going to be a blast ‘cause I love competition and they were willing to give it to me to. It took almost 2 days before I got my first reservation. But once I was started, I gave them a run for their money, even though I was so new on the phone. I plan to exceed them this year. I’ve learned that PhoneSmart is about team work and being a family. My time that I have been here has been an eye opener. There is on-going training all the time to make you better at what we do. It’s like they really do care about making us the best. I personally have found out that I have abilities I never knew I had. I am having the opportunity to do great things with and for this company .I got exactly what I asked for and that’s a great team, people I love to work with, and the pay is not all that bad either.

Clarence J