Rental Objections
"I want to see it in person."
Mention website pictures and how accurate they are. Explain you want to save them the trip.
"Oh, I don't want insurance."
Explain how coverage is required and stress the importance of it.
"I don't want to risk overdraft fees."
If the system tried to process the card and there were insufficient funds, the transaction would be declined.
"I don't have money for a lock."
Offer to apply the cost of the lock to next month's rent.
"This is more than I'm willing to pay."
Suggest a unit with different attributes, explain how competitive our pricing is.
"I have my own insurance."
Explain that our policy is specifically designed for self-storage.
"I don't like payments being taken out without my knowledge."
Automatic texts and/or emails are sent out a few days before the payment is due as a reminder.
"I've got a padlock at home that I'd rather use."
Explain that it's best to get the unit secured today and offer to credit their account if they return the lock.
"I need to speak with my spouse."
Express urgency and offer to reverse the rental if they get back to you before closing.
"Why would I need your insurance?"
Explain that while you take great pride in your facility, unexpected events can happen at any time.
"I prefer to have control over what card I make my payments from."
ESS My Account and the app make it quick & easy to update the card for Easy Pay at any time.
"I've rented her before and still have that lock."
Ask if they have the lock with them. If not, sell the lock to them today, with the promise of crediting them.
"I don't need it right now."
If the unit has a promo, use it to your advantage. Explain it would give them extra time to move in.
"That's too expensive!
Mention ESS is not liable for customer's items while they are in storage. And that most of the policies cost less than $1 per day.
"I'd rather pay in cash."
Explain that we are an Easy Pay company and that while they can still pay in cash, we need a card on file as a back-up.
"I brought my own lock with me."
Ask to see the lock. Explain that we're a high-security facility and a big part of that is the locks we offer.