Automation
A self-storage operational model that involves a single manager handling all tasks at each property is outdated and risky. An owner proposes a new approach that leverages automation and separates customer- and facility-focused tasks for better business resilience, productivity and tenant experience.
How can we forget February 2020? The global economy was riding a long wave of expansion, the S&P 500 was at an all-time high, and unemployment was near a record low. With the exception of some market-specific supply concerns, the self-storage industry was healthy, and owners were approaching a decade with relatively few headwinds.Little did we know that within a few weeks, the coronavirus would turn our economy and way of life upside down. As our industry now faces a whole new set of challenges, there’s never been a better time to automate our operations. Technology and an updated, two-silo approach to facility management creates business resilience, greater staff productivity and a better customer experience. I’ve seen the proof in my own facilities. Here’s how it works.
Customer vs. Facility Management
Self-storage managers wear many hats; but they’re primarily responsible for two workstreams:
Customer management: Tasks that require direct interaction with new and existing tenants such as inquiries, reservations, rentals, payments, collections, account updates, gate codes, etc.
Facility management: Any hands-on work at the property such as unit overlocking, auction prep, building repairs and maintenance, landscaping, cleaning and sanitation, etc.
Automation meets several needs in the customer-management category. Tools like kiosks, video cameras, live chat, online rentals and other technology make it possible for a single remote manager to support five to 10 self-storage properties, depending on their size.If you break all your operational tasks into these two silos and channel all customer-management tasks to a remote manager, your onsite manager now has the capacity to focus on things like fixing latches and gates, sweeping out vacant units, sanitizing surfaces, picking up trash, replacing light bulbs, etc., which are critical in maintaining curb appeal and a superior customer experience. Like the customer manager ...
Seth Bent
July 13th, 2021
