Thread: Increasing Call Conversion Ratios

Michael Ruguleiski came on the Storage Facilitator last week and wrote a great piece on how to increase your call conversion ratios this year.

In addition to the two main points he gives in the article, I want to hear more about what people are actually doing.

Are there some tips that you would add to this list? In the past, what has worked at your facility and what hasn't? Do you have a goal in place for your conversion ratio in 2013?

I would not use his approach in the article he wrote.
I let the customers finish asking questions then I will ask questions and sell my business. I want the customer to feel like they are in charge, I never want them to feel like I am giving a sales pitch. Depending what the customer says or does not say will make what I say different each call.

question for the moderators:
Is it 'permitted usage' for the storage 'aggregators' to use this web forum to cross promote their websites and blogs? just wondering.....

A1> I have noticed (a few times) that there are some users around here starting threads and posting somewhat random statements just for the purpose of getting their link in a message.

Granted, I am a vendor in the industry as well and do include our business's contact info in some posts, but I do try and limit this to useful, relevant replies to other posts.

I've been on the fence about pointing this out to moderaters. I'm not saying the OP here is one of them, it's actually other posts that come to mind.

Steve

Originally Posted by Steve_hajewski

A1> I have noticed (a few times) that there are some users around here starting threads and posting somewhat random statements just for the purpose of getting their link in a message.

Granted, I am a vendor in the industry as well and do include our business's contact info in some posts, but I do try and limit this to useful, relevant replies to other posts.

I've been on the fence about pointing this out to moderaters. I'm not saying the OP here is one of them, it's actually other posts that come to mind.

Steve

Hi Steve and thanks;
I don't really have a problem when people who "sell" products or services to our industry make reasoned and valuable posts. Specifically, i find *your* input is often very helpful, and with a minimum of self promotion to boot. Once again, thanks. And sure, I too find that there's often LOTS of self promotion from other vendors. (I don't even have the energy to go there) i rarely bother to point it out or mention it....To be frank, i don't care.
I **DO** however care when storage aggregators make these posts. Everyone who knows anything about SEO knows these are back handed attempts to add value to their collective web presence. And since I get lots of rentals from the web, yes, i get peeved when we as storage facility managers or management actually *help* the aggregators get a jump on us, only so they can place themselves between US and OUR customers, oh, and collect a referral fee in the process too.
So yeah, I'm not too happy to see guys from '$torage(fee)finder$ trying to goose their blog views and get comments, only so they then can get a better google rating than lil ol me

end rant


thanks for reading (LOL)

As such, I view these cross promotion posts as something I'd like the mod's to deal with....

The Site Rules do not prohibit any user, including vendors, from linking to an off-site article. It would be a violation or grounds for edit/deletion if a user linked to a page on their website that was promotional, such as a specific product or service that they sell. The purpose of the forum is to facilitate an exchange of ideas, knowledge, experience and viewpoints. Sometimes those can come from an outside source. That said, many posted links could be presented more appropriately and in a manner that would be more helpful to users. For that reason, we will consider expanding the Site Rules with some guidelines on how to responsibly include an outside link within a post.

On another note, if users believe a post is in violation of the Site Rules, the best course of action is not to draw attention to it by posting an objection within the thread itself, but by private-messaging me or any of the site moderators so we may review and address it. The goal in any thread should be to stay on topic and to provide helpful insight. Posts that negatively target other users are disruptive, combative and derail the usefulness of any thread.

Very simply, have a conversation with any potential renter. A conversation means one speaks, while the other listens and you take turns. Address the customer's concerns while gently pointing out how you handle the concern they have voiced. I don't like the used car salesman approach at all. Hard sales approaches don't usually net you quality customers. In fact, we watched one industry expert show us the 'hard sale' approach during a training well into our second year. Until that day, our team was thrilled to have an unbroken record. We had converted 100% of the people who crossed our threshold, either on the spot or they would return within a day or two.

Thanks for the clarification Tony. Whether here, on Twitter or any other social media outlet, I just ignore the obvious 'sales' postings. Although, I obviously clicked through on this one.

While I don't agree with how some of the vendors post I do like the discussion and relevance of the topics that ensue. There is a value to the forum in the perspectives brought forward and its great letting the discussion flourish or happen (for better/for worse) than pushing the discussion away or not having it at all. I've always viewed that as a function of a good industry forum. Moreover, I think it allows users of the site to better identify the hacks from a good legitimate helpful vendor. Just in the same way we can spot them. The power of comparison is telling.

Good afternoon everyone,

I just wanted to clear the air about this misunderstanding so that we all are on the same page.

When I create threads I post everything with the hope that the forum will provide some valuable feedback for the stuff we write so that we can learn more and increase our knowledge base. In no way am I intending to do this as an underhanded SEO tactic but if that is the impression I am giving then I apologize. I am really just trying to stir a conversation and get your thoughts and ideas about our content.

In the future I will be more careful as to how I word my posts and will only provide the links as a source of reference. I hope yall enjoy the things I share and I always welcome any feedback you might have. In addition I would like to make in known that the option to write for the Storage Facilitator is always open so if you ever have in interest in doing that just let me know.

Again I am sorry and thank you for making this know to me. This was however the most interacted thread I have ever had on here so I hope its true what they say, that any publicity is good publicity

Okay, so I'm feeling some confusion.

First of all, I LOVE the attitude of SFMatt where he talks about how the discussions held here are encouraged so as to increase our learning and open exchange of ideas. That's what I love about forums. However, I have noticed that some of the topics that are posted on this board later become articles in the magazine associated with this site, as well as being posted on the main web page as new topics for discussion. Over time, these posts have become easy to spot. I find that I have a reaction to the posts that relates to a violation of trust. In other words, I believe the person posting should be transparent about their intentions to use the material in those locations. In fact, I think written consent should be required of that kind of action, but that's remnants of the psychologist in me, and may not apply here. This then begs the question, "who owns what is posted on a public forum?"

In addition, if people are "priming the pump" for story leads or new ideas, then the objectivity and underlying purpose of a forum is not congruent with the user experience. In other words, if I don't trust what someone says to me is going on (and I see something different), I am going to believe the thing I see instead of what I'm told.

Okay, I'm done ranting and questioning. Was any of this in the ball park, or have I completely misunderstood?

Thank you,

Jim