How To Handle Price Increase Complaints

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Caravan Day 🙌 Off for a few nights in Scarborough

The last hols of an epic summer 😥

On to the newsletter …. 9 Reservations Yesterday 🙌

• 8 Reservations

• 4 Move Ins

• 3 Move Outs

Lets … Do … This …

Here's what's coming your way today 😎🎯

🤐 A Self Storage Tip - “What Happens If The Customer Challenges You About The Increase ?? 🤔”

🤝 3 Self Storage News Stories

🧐 Yesterday’s figures for each facility

🥸 1 Meme of the day

Self Storage Tip💡 💰

Yesterday we spoke about “The Price Increase Letter” we send to customer

BUT …. What happens if the customer challenges you about the increase ?? 🤔

Don’t worry I got you ….

We have a playbook for that as well 📘

So the customer rings …. “Ring Ring” … We answer within 2 rings 😂

Customer - “It’s Mr Smith, I’m really upset with the price increase you have sent me”

Store More Team - “Oh hi Mr Smith, I hope you're well. I’m sorry to hear that, give me two seconds while I look in to your account”

** Brings up account

Store More Team - “Aghhh yes, I see we have given you a £15 increase starting next month”

Customer - “Yes that’s correct, is there anything you can do for me”

Store More Team - “Tell you what, let me escalate this to the director or manager, I notice from our notes that you’ve been in 9 months now and you’ve always paid on time and I would hate you to be unhappy with the service we are providing … Leave it with me and il speak to the director/manager and get back to you …. Just a small warning the director is hard to get hold of sometimes but I will keep trying him to get this resolved as quickly as possible, that sound fair to you?”

Customer - “Yeah that sounds great, thank you!” 

Store More Team - “No problem speak soon”

***End of call

There’s a few psychological triggers in here to note -

• “Oh hi Mr Smith, I hope you’re well. I’m sorry to hear that …

Being friendly and polite disarms the customer, you can’t be angry with polite and friendly

• “Tell you what, let me escalate this to the director …

This is taking you out of the firing range and blaming someone else …. Classic Sales.

It maintains your relationship with the customer. That’s the goal!

• “Just a small warning the director is hard to get hold of sometimes but I will keep trying him to get this resolved as quickly as possible …”

This limits their expectations and is letting the customer know you're going to keep pushing for them …. It’s also setting a win up for you, because you are going to get back to the customer within 2 hours, this beating their expectations (that you set BTW … brilliant I know 😝)

• “That sounds fair to you?”

Straight from the “Straight Line” sales playbook (Wolf of Wall Street …. I don’t love the man but that doesn’t mean we can’t learn from him)

The psychology here is it’s harder to disagree with a positive statement

Within 2 hours we call the customer back -

Store More Team - “Hi Mr Smith, I finally got hold of my director”

Customer - “Ohh yeah what did he say”

Store More Team - “Well I outlined what a great customer you are because of XY and Z and I asked him, I know its against company policy but is there anything we can do? To my surprise he said I could half the increase …. I must have caught him on a good day as he doesn’t normally deviate from the company policies. How does that sound to you?”

Customer - “Awww wow brilliant, thank you, sounds great“

Two things to note on this section -

• “He doesn’t normally deviate from the policy”

That’s telling the customer what an amazing deal they are getting without telling the customer 😃

• “How does that sound to you?”

Notice we don’t lead with that sound fair to you … The reason is because there can be too many positives in a sentence and it doesn’t sound real

This situation is a win for us and a win for the customer

We still get a price increase and build a stronger relationship with the customer and the customer gets a 50% saving

I can’t remember too many times when this method hasn’t worked

So if you’re worrying about price increase pushback … Don’t!

*** For full transparency, the Store More Team don’t ring me and ask for permission … This is our protocol on how to handle price increase pushbacks

It adds to the theatre and makes the GIVE that much more special

Hope that helps 👏

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The Fun Bit - My Business .... Bare Butt Naked! 😲🤫🤭

Yesterday’s Results -

Willerby (Hull) … My Big Site

• 3 Reservations

• 1 Move Ins

• 2 Move Outs

Month to Date -

• PLUS 760 Sq Ft

Reservations so far this week = 6

Move Ins so far this week = 3

Clough Rd Figures ... The Automated Site

• 2 Reservations

• 1 Move Ins

• 0 Move outs

Month to Date -

• MINUS 1965 Sq Ft

Reservations so far this week = 4

Move Ins so far this week = 5

Beverley … My Baby (First Site)

• 0 Reservation

• 0 Move Ins

• 0 Move Outs

Month to Date -

• PLUS 10 Sq Ft

Reservations so far this week = 1

Move Ins so far this week = 0

Wrexham's Figures (Indoor) ... My First Acquisition

• 1 Reservation

• 0 Move Ins

• 0 Move Outs

Month to Date -

• MINUS 90 Sq Ft

Reservations so far this week = 1

Move Ins so far this week = 3

Mansfield Figures

• 1 Reservation

• 1 Move Ins

• 1 Move Outs

Month to Date -

• PLUS 1520 Sq Ft

Reservations so far this week = 4

Move Ins so far this week = 4

Glasgow

• 1 Reservation

• 1 Move Ins

• 0 Move Outs

Month to Date -

• PLUS 1280 Sq Ft

Reservations so far this week = 1

Move Ins so far this week = 2

Meme / GIF of the day -👀😂

Health and Fitness ... Move More = Live Longer - 🏋️‍♀️ 🏃

Weekly goals -

• Gym - 2 times

• Run - 40 miles

• Boxing - 0

Results so far -

• Gym - 0

• Run - 20.5 Miles

• Boxing - 0

Yesterday’s Steps - 29,819

Loads of self storage love,

Dean ❤️ 🙃