eKourier July 2016

TRAINING

Learning From The Mystery Shopper Programme

Customer Feedback “Under the new management the whole complex at Bankstown is the cleanest (everyday) we have seen it in the 5 years we have been here. We occupy 6 outside sheds and the help that we receive is second to none. I would like to congratu- late Ali, Bianca and Wendy...Excellent Employees...Strong Team!!” “I was happy with the exceptional service whilst using the facility in Campbell- town, the staff were amazing and always helpful.” “Very personalised service from Trudie and team at Flemington. Great communi- cation and support for incoming and outgoing deliveries. An extremely friendly team who despite how busy their day was nothing was ever too much trouble for them. Exemplary customer service.” “Continued excellent customer service from Medhat/Guildford throughout my storage period. Kept my storage safe n sound. 24hr access was perfect and convenient.” “I had a very stressful few days and had to move quickly. I was really impressed with the efficient way Fritz at Moore Park helped with my inquiry on Thursday 10/6/16. I also spoke to a lovely and helpful woman on the phone on Friday 11/6/16 and met her on Saturday in person 11/6/16. I can’t remember her name unfortunately.” “Everything was extremely well done and the staff were very efficient at Mt Eden. Couldn’t expect anything more.” “We used the Palmerston North Kennards for approx 5 years while abroad. The service was 100% excellent the whole time. Communication was great, face to face customer service was great, price was great. Thank you very much! Your staff are wonderful, your website is easy to search for the information that I needed.” “Very spacious, clean and easy to find storage shed. Trolleys provided a huge plus. Very nice, helpful staff at Pymble.”

O ur recent round of Walk-in Mystery Shoppers provided plenty of learning particu- larly around the importance of using the Plan To Close Card as part of the process, sometimes our memory may not be as good as it used to be. The Plan to Close Card provides a picture for the customer that we want to establish details and be professional in the way we find the right solution for them. Remember “every customer has a story to tell, you determine what that story is”. For Team Members that struggle to make conversation it’s invaluable in helping keep the conver- sation going without awkward silences, creating a comfortable environment for both the customer and the Team Member. Possibly the biggest learning was the section around Features and Benefits. A Feature describes the product or service, a Benefit how that feature works for the customer (What’s in it for me?) is the reason the customer buys.

“People have little interest in purchasing a bed, what they want is a good night’s sleep!” The site visits show that Team Members are great at providing the features of our storage centres, however there is a trend of Team Members failing to provide a matching benefit. The Plan To Close Card provides features and corresponding benefits, the benefit also shows we have listened to the customer and why that feature matches their needs. The learning to take away is to use the Plan To Close Card, it will help obtain the whole story. Match the appropriate feature to their story, explain how that benefits them, this will build trust by showing them you have listened. Give yourself the best opportunity to provide them the right solution. Bill McClean Training and Development Manager

15 Kennards Kourier July 2016