I did a little secret shopping in person the other day. I went into the office of a large national chain that does self storage rentals and moving equipment rentals.  The person behind the desk was on the phone. I realized she was making a collection call. She was leaving a message for someone and sternly giving the standard, “you will be charged additional fees and your lock will be cut” speech. First I thought it was odd that she would leave a message that was so explicit. Can you imagine e how angry that customer would be if the message was played in front of friends or children? How embarrassing.

I acknowledged the nod she gave me as I wandered around looking at trailer hitches and boxes. Then another employee showed up behind the desk and asked if he could help me. I said I might need a storage space. He pointed at her and said, “She’ll help you.” After she hung up the phone, she maintained the same scowl she had while leaving the message and asked how she could help me. Put yourself in my place as a potential renter. I am not sure I like these people. They have not been very respectful so far. I told her I didn’t need it for a few weeks and she offered a free month if I would sign the lease now. 

That sounded like a good deal for a self storage unit, but I honestly did not know if a real buyer would take the deal and accept the less than charming staff, or look elsewhere. There was another storage place across the street. So I went across the street to see what I could find across the street. Isn’t that what you would have done?

So if you are in the middle of being “bad cop”, you better be able to switch gears and become “good cop” in a hurry, or your new customers will go across the street.

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