Update 6/26/17 – Queen’s Community Board 5 (CB5) voted unanimously last Wednesday in favor of the planning department’s proposal. CB5 became the first community board to formally endorse the zoning change that will require self-storage developers to seek a special permit before building in the borough’s IBZs, according to the source.

Tom Smith, an agency liaison, indicated the zoning requirement would benefit the Maspeth and Ridgewood IBZs. “For the Maspeth IBZ, that is very much a thriving industrial area,” Smith said during the meeting. “The Ridgewood IBZ has seen a pretty decent uptick in industrial uses that need to be protected.”

CB5’s Sanchez had earlier indicated the board would likely support the measure.

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6/16/17 – The Queens, N.Y., Borough Board voted 36-0 on Wednesday in favor of a zoning text amendment that will require a special permit for any new self-storage developments in the borough’s industrial business zones (IBZs). The proposal was made by the city’s planning department to preserve IBZs for industrial uses that produce more jobs, according to a source.

The permit requirement is in line with Mayor Bill de Blasio’s larger Industrial Action Plan, which seeks to limit self-storage development in IBZs across New York City. Under the Queens amendment, developers will be required to go through a two-year application process, which includes a land-use review procedure. Currently, self-storage is an “as of right” use in the borough’s IBZs, a source reported.

Special permits would be granted for self-storage projects based on a series of criteria that isn’t favorable for other uses. Those include building configuration and lot size, need for environmental remediation, proximity to truck routes, and street access. Storage facilities already operating in IBZs will be able to remain open and expand within their original zoning lot.

Approximately one-quarter of the 240 storage facilities citywide are in IBZs. Of the 63 facilities in Queens, 25 are in IBZs, while 26 are in M districts and two operate in C8 districts. In addition, 10 are legal, nonconforming uses because they were grandfathered when earlier zoning changes were implemented. Of four self-storage projects that are in the pre-construction phase, one is in an IBZ, according to a source.

The relatively small percentage of storage facilities in IBZs prompted borough president Melinda Katz to question the need for the special-permit process. “I marvel at the fact that we spend so much time and resources—which is good, I guess, because we want things placed that are proper—when just two are done a year,” she said during the meeting.

Community Board 7 Chairman Gene Kelty also questioned the process.

Walter Sanchez, chair of the Community Board 5 Land Use Committee, supported the amendment’s purpose of preserving areas for industrial and manufacturing purposes, noting the special permit would still allow self-storage in IBZs, just with tighter restrictions. “All we’re trying to do here with this is: one, lay a little bit of ground work for not having certain uses in IBZs,” he said. “In an industrial area, just come and ask us, and go through the procedure [to] find out what the community thinks, that’s all.”

The special-permit jurisdiction will fall under the planning department, a source reported. The department first proposed the amendment in March.

Police are investigating a dead body found inside a self-storage building in downtown Columbia, S.C. The man was discovered just before 5 p.m. on Sunday by employees of U-Haul Moving & Storage at 1037 Elmwood Ave., according to Jennifer Timmons, a public information officer for the Columbia Police Department.

An autopsy will be performed today by Richland County Coroner Gary Watts to determine the cause of death. Police don’t suspect foul play, and the person wasn’t a U-Haul employee, the source reported. It isn’t clear if he was a tenant at the facility. Investigators are reviewing the property’s security footage.

Established in 1945, U-Haul has more than 44 million square feet of storage space at its owned facilities throughout North America.

By Robert Toy

When it comes to the safety and security of your self-storage facility, your gate is an extremely important component. You’re expecting it to work 24 hours, 365 days a year to let in customers and keep out criminals. If your gate is broken, security suffers. To help keep this important access-control device from causing headaches, consider these important guidelines:

• First and most important, maintenance on gates and gate operators should only be done by trained professionals. Gate operators can cause injury or even death if you’re not careful. As such, this article is for informational purposes only.
• Gate manufacturers will have their own suggestions for maintenance and may have a more frequent schedule than what’s below. It might include extra items. Always defer to their instructions.

Gate Types Overview

There are four main gate types in the self-storage industry: slide, barrier arm, vertical lift and swing. Your maintenance program will depend on your gate type. Below is a quick summary. The accompanying table shows a suggested maintenance schedule for each type (be sure to click through to page two of the article for more information).

• Slide gates can be cantilever types with rollers mounted on posts and a counter-balance, or track types with rollers that run on a “V” track set into the ground. They can be driven by a chain or hydraulic rollers.
• Barrier-arm gates are common and usually paired with a manual or motorized slide gate. They’ll include an aluminum, composite or wooden arm that rises to allow vehicle passage and automatically closes once the vehicle is through.
• Vertical-lift gates are made of pickets connected to the gate arms through pivot points. As the arms are raised, the pickets "fold" into a smaller space.
• Swing gates are less common. The motor is attached to a pivot arm, which is then attached to a hinged gate that swings open like a door.

Safety Devices

Safety devices are intended to prevent your gate from closing on a vehicle and are an important part of your gate system. These will either be a vehicle-detection “loop” or an electric eye.

I recommend using a loop even if the operator is equipped with an eye. With electric eye, the vehicle must be in the gate path to be detected. A loop, on the other hand, will detect a vehicle while it’s still a few feet from the gate and can react quicker. (A common misconception about safety loops is they work by detecting weight, when in fact they detect ferrous metals, such as iron and steel.)

Test the safety loop by driving a vehicle onto the loop (but not under the gate) while the gate is closing. The gate should stop. Depending on the gate operator, it may even reverse to the open position. Also, check to ensure the loop wires aren’t becoming exposed. Patch as needed.

Test the electric eye by covering it with a piece of cardboard as the gate is closing. Again, the gate should stop and possibly re-open depending on type. Make sure all hardware holding the eye in position is secure.

Generally, the gate should stay open so long as a vehicle is on the loop or blocking the eye. Neither device should “time out” and allow the gate to close while an obstruction is present.

Entrapment Detection

Gates have caused serious injuries and even death. To reduce the possibility of this happening, gate operators now have built-in entrapment detection. External detection devices can also be attached. These should be tested to ensure they’re operating properly. Important: Always stay clear when the gate is in operation!

Some gates have safety edges attached to the bottom or ends. These contact devices must strike an object before they react. They’re activated as the gate is opening or closing, depending on which end of the gate the device is attached.

An overload device uses the current draw of the gate motor to detect entrapment. The safety circuit senses a spike in the motor. If this spike exceeds a pre-set value, the gate is supposed to stop, reverse a short distance, and then stop again. Some gate operators are equipped with an audible alert that may require a manual reset before resuming normal operation.

To test an overload device, a technician will trigger the gate to open or close and then push on the end of the gate to simulate striking an object. The gate operator should act as prescribed in the manual. If not, the sensitivity setting may need adjustment.

Emergency Opening

Depending on your local fire codes, your gate may include an emergency opening device. This could be a key switch inside of a fire-department lockbox, or a strobe light or siren-activated sensor attached to the gate operator. This device should be tested regularly to ensure it’s operating properly.

Cold Weather

In areas with cold weather and ice, take extra precautions. Consider the following:

• Some gate operators may be equipped with heaters for the gearbox or other items that may be controlled by a thermostat so they only turn on below a set temperature. Ensure they’re operating correctly before the onset of winter.
• Clear any snow or ice from the gate or safety-device path.
• Try to keep the gate itself from gathering ice. This is especially important for lift gates because extra weight may prevent them from opening. It may be smart to open the gate periodically to help prevent buildup. This process can be automated using your access-control software or a programmable timer installed in the gate operator.

Keeping your facility’s gate and gate operator running smoothly is critical to your site’s overall safety and security. Preventive maintenance completed by a trained professional will ensure these important components operate correctly and last longer.

Robert Toy is an engineer with PTI Security Systems, which offers access control, door alarms and other site-security products for self-storage. He has worked in the industry since joining Doug West & Associates in 1992. For more information, call 800.523.9504; visit www.ptisecurity.com.

Phoenix-based U-Haul International Inc., which operates more than 1,300 self-storage locations across North America, will host a ribbon-cutting ceremony on July 1 to celebrate the addition of 667 self-storage units to U-Haul Moving & Storage of North Anchorage in Alaska. Free to the public, the event will include property tours, food and children’s activities. It’ll take place noon to 3 p.m.

The facility at 5700 Boundary Ave. is on the site of the former E.A. Patson Parts & Equipment store, which supplied surplus military equipment, vehicles and parts. It’s also near the Joint Base Elmendorf-Richardson military facility.

Since acquiring the 5-acre property in 2013, U-Haul has operated out of a temporary showroom, offering moving and packing supplies as well as truck and trailer rentals. Following the acquisition, it took the company a year to remove 23 tons of metal and old equipment from the site. The new, three-story building was finished in 2015, and the first units were available for rent in early 2016. The facility wasn’t fully complete until recently, according to a press release.

The resulting 75,687-square-foot structure contains 55,550 net rentable square feet of storage space. Property features include 24-hour access, temperature-controlled units and covered loading/unloading areas. It also offers propane sales, hitch installation and U-Box portable-storage containers. Covered vehicle-storage spaces will soon be added, the release stated.

U-Haul preserved several U.S. military relics and other 1940s memorabilia for display in the facility’s showroom. The items include a standard-issue World War II helmet and pieces of a Willys MB U.S. Army jeep.

U-Haul opened its first facility in the state at 4751 Old Seward Highway in 1982. Today, the site’s 434 units are nearly full, said John Norris, president of the U-Haul Co. of Alaska. "The Old Seward store is one of our busiest for transactions in the northwestern United States. We expanded to meet public demand,” he said. “It's convenient to have the Boundary Avenue store so customers don't have to spend their hard-earned dollars driving across town for U-Haul equipment and self-storage."

Established in 1945, U-Haul owns more than 44 million square feet of storage space. The company’s corporate sustainability initiatives, which support infill development to help local communities lower their carbon footprint, has led to dozens of conversion projects in recent years.

Land that was once earmarked for retail development in Lake Havasu City, Ariz., could soon become a mixed-use property that would include self-storage, a boat dealership and a fast-food restaurant. The Lake Havasu Planning and Zoning Commission on Wednesday unanimously approved an amendment to the city’s design for the Anderson Autoplex Planned Development on the north side of town. The proposal will now go to the city council, according to the source.

If approved, the facility would include indoor, temperature-controlled units for boat and RV storage. They would be outfitted as “mini man caves,” said George Sharma, owner of Desert Resort Properties Inc., who served as the buyer’s representative during the commission meeting. “I recently did an experiment on London Bridge Road. We built 198 units, and we did one phase completely [with] mini man caves. They all sold like hotcakes,” Sharma said. “I still have people coming to me looking for those places.”

Another party is interested in opening a boat dealership on a nearby lot, and there’s space for a fast-food restaurant. Traffic to the storage facility and boat dealership could stimulate more business to the area, Sharma said.

The original plan for the Anderson Autoplex, a hub for car dealerships or retail, was drafted by the city more than a decade ago, the source reported. However, the land owner said the property has failed to attract any vehicle dealerships or retailers. “We have been to car dealerships everywhere. They do not want to move to Lake Havasu City. We have entertained and worked with this for the last 10 years. I’ve wanted to sell the property. I bought it initially because it was a good place for our dealership, I felt,” said Richard Anderson, owner of the Anderson Auto Group, which operates three Arizona dealerships. “Now, after 10 years and several million dollars invested—$4 million, which was infrastructure—nobody wants it.”

Dean Baker, owner of real estate firm Lake Havasu City Properties, launched a marketing campaign to attract big-box retailers, including Costco and Target, but also received no interest. “The property has been sitting there for 10 years. It could be another 10 years because retail obviously isn’t working out there as we look at the mall with so many vacancies,” he said.

Prior to the vote, some commission members were wary of straying from the original plan for the area. “I don’t have a problem with storage units, but this appears to be cannibalizing the original intent of that development out there to accommodate more storage units,” said chairman Jim Harris.

Commissioners Dan McGowan and John Kendig also voiced concerns that changing the intent for the land could open it up to a “hodgepodge of unintended uses” or more storage, the source reported.

Following the testimonies from Anderson, Baker and Sharma, the commission voted to approve the amendment. Kendig abstained from the vote.           

By Jim Mooney Jr.

In the self-storage industry, conducting mystery shops on our own stores or the competition is (or should be) a way of life. I couldn’t begin to count the number of facilities I’ve visited during my industry career. There are still times when I leave an office shaking my head and wondering, “How are they still in business?” I’m sure we all have these stories, but we try to convince ourselves it doesn’t happen at our company. Well, I’m sad to say, it happens more often than we’d like to think.

We all have our thoughts on how to control the self-storage inquiry process. One way is to use a call center to answer inbound calls and ensure all leads are logged and followed up. But what about the customer who walks in the front door or comes from a third-party directory? Most operators will say they close 80 percent to 90 percent of all walk-ins. But what happened to the other 10 to 20 percent? Did the operator do everything possible to secure that rental? Not based on what we’ve seen in the field.

Thankfully, there are several companies in the marketplace whose focus is to perform mystery shops. A mystery-shop program will help you better understand the sales your closing as well as those you miss. Here are a few other reasons to hire a partner.

Independent Observations

At my company, our sales system is completely customizable so we can set the criteria for our site managers. However, it can be hard to self-monitor. Personalities come in to play, and whether we want to admit it, so does favoritism. Having a neutral third-party shopper and staff to grade the resultant shops can cut out a lot of grey area.

Multiple Avenues to Review

To ensure we’re covering all the ways a customer can interact with our company, we instituted a multi-level shopping program. The first shop is in person at the facility, with an audio recording to remove the “he said/she said” from the equation. If the manager doesn’t log the lead into the management software, no matter how well the rest of the visit went, the score is a zero, as there’s no opportunity for him to follow up and close the deal.

The second shop is via phone. Since we use an all-call system with a national call center, this is a two-part shop. The first is to test the quality of service provided by the call center. The second is to see how fast the store staff responds to the inquiry and ensure our procedures are followed.

The third shop is a “Web-lead shop.” The shopper places an inquiry on our website. Again, we use the call center for the initial follow-up. The call center is graded on response time (with immediate being the goal), and the same parameters apply as with the phone shop.

To create a uniform measurement, we have our mystery shoppers give out a tracking phone number. How often have you had a manager say he made a follow-up call but you couldn’t confirm it? This removes any doubt. We can log in and see if the call was made. We can even listen to the call.

Finally, in some instances, we do a video shop. This is where a shopper visits the site wearing a button camera so we can see as well as hear the interaction with the manager. These shops are extremely telling. They have a higher cost but can be enormously valuable, especially for remote stores that aren’t visited by a regional or district manager as often as we might like.

Reporting

This plays a huge roll in the mystery-shop program. There’s an old saying: “One good mark doesn’t make a star.” By doing shops randomly but regularly, you can start seeing trends and, more important, react to them. The company we use has an in-depth reporting program that allows us to break down shops by category, question, region, etc. The dashboard is customizable so we can see what’s important to us.

Staff Training

Self-storage is an ever-evolving industry. We can’t always rely on old tactics and programs to keep up with the ever-changing landscape. Further, not every manager who works for us has the same skills or attributes. We need to take each team member and figure out how we can make him the best storage professional he can be. By using mystery shops, we can ensure we’re doing the best job at helping our customers and completing a successful transition from inquirer to tenant.

Purely Dollars and Sense

Think about how much you’re spending to make the phone ring, the front door open or the inbox ding. A good mystery-shop program might cost you an additional $700 to $900 per year. But isn’t it worthwhile to ensure employees are doing the job you require?

Having a mystery-shop program isn’t a quick fix. It takes time to build the shops to your standards, collect and analyze the data, and put plans into action. However, if you’re overall goal is growth—whether it’s occupancy, revenue or net operating income—then having a shopping program is a must.

Jim Mooney Jr. is vice president of operations for Devon Self Storage, which operates 47 facilities. Known as a modernizer of industry processes, he leverages his 15 years of experience to improve the performance of the Devon portfolio. He’s the lead contact for the company’s vendor relationships and has spearheaded several management takeovers for its management acquisitions. He’s a frequent contributor to industry publications and conferences. He’s also a member of the Maryland Self Storage Association Board of Directors. To reach him, call 717.767.2735; e-mail jmooney@devonselfstorage.com; visit www.devonselfstorage.com.  

Next Door Self Storage President Phil Murphy received approval this week for a mixed-use development he intends to build in Plainfield, Ill. The asset will be called the Crossroads Business Center and is expected to include a storage facility and a 60-unit Heritage Woods Assisted Living Community at the southeast corner of W. 143rd Street and Wallin Drive. The village board also granted the project three drive-through permits on remaining out-lots, according to the source.

Village trustee Cally Larson indicated officials are hopeful the project will lure more people into the area, which currently has an “industrial” aesthetic, the source reported. The business center will be near a police station and public-works building. “I think it would be an advantageous location for those looking to come in and out of the area for storage needs,” Larson said during the meeting.

Though there are at least two existing self-storage facilities serving Plainfield, market research indicates the facilities are highly occupied at 97 percent, according to Murphy’s representative, John Philipchuck. “[Murphy] feels there is room, as Plainfield grows, for an additional facility and felt that this was an excellent location,” Philipchuck said. “He’s willing to take the risk as an entrepreneur. He’s willing to buy all this property from the bank, which has sat on it for a number of years.”

Heritage Woods still needs permit approval to build its portion of the project, according to the source. The facility would be at the south end of the property and serve as a buffer for nearby residences, Philipchuck said. It is expected to offer memory-care services in addition to assisted living.

Next Door operates 14 facilities in Illinois. Based in Naperville, Ill., it’s owned by The Murphy Family.

Neiybor Inc., a Provo, Utah-based startup, has launched a peer-to-peer marketplace for self-storage and parking services in Utah and Salt Lake Counties. Similar to other shared-economy networks, the company provides an online platform where people in need of storage can find local hosts willing to rent available space.

Those in need of storage can peruse the Neiybor website in search of local storage options. Users can filter their search by available cities, expected dates of storage duration, indoor or outdoor spaces, and monthly price. The pricing filter ranges from $0 to $250. Hosts can post free listings that include a description of their available storage space, including size/configuration and the monthly rental fee. They can also post multiple photos and reveal other details, such as whether the space is climate-controlled, pet-free or smoke-free, or offers a private entrance.

Hosts are allowed to set their own prices based on location, size and features. Neiybor collects a 15 percent processing fee, according to the company website, which states “hosts are not legally responsible” for stored items. Hosts and renters are verified through the Neiybor platform.

Co-founder Preston Alder told the source the idea for the company came from an experience he and his wife had as Brigham Young University (BYU) students. The couple had difficulty finding affordable storage when they were leaving the country for an overseas internship. They wound up using extra space in a friend’s garage.

“We are trying to help [people] by building an online community where people can rent out their underutilized space and earn a supplemental income,” Alder said. “We’re also trying to provide renters—especially transient student populations—with more affordable and convenient storage options in their own neighborhood.”

Neiybor has participated in multiple college-business and entrepreneurial contests, garnering office space on the BYU campus for its placement in the university’s Miller Competition Series New Venture Challenge, according to the source. The company expects to move into its own office space soon in Salt Lake County.

Alder founded the company with Colton Gardner and Joseph Woodbury. The Neiybor team presented on the company’s business model earlier this month during the Street Fight Summit business conference in Brooklyn, N.Y.

Neiybor launched service in Utah County in March and expanded to Salt Lake County last week. The company intends to offer service throughout Utah before expanding to other states, the source reported.

A collision with another vehicle yesterday caused a bus to crash through a fence and into several parked tractor-trailers and at least one car at Arapahoe Self Storage in Boulder, Colo. Fourteen people were evaluated by medical responders following the 8:58 a.m. accident. Two were treated for minor injuries and released, while one was transported to a local hospital, according to the source.

The Regional Transportation District (RTD) jump-line bus, which serves Boulder, Denver and surrounding communities, was traveling west when it collided with an eastbound vehicle. The car’s driver was attempting to make a left turn into a business along Arapahoe Road, according to bus passenger Patrick Goslin, who was sitting on the left side behind the driver. Goslin felt a jolt before the bus skidded onto the sidewalk and into the storage property at 6389 Arapahoe Road, he told the source.

"We just tipped over the side and, luckily, there was a tractor-trailer parked there, otherwise we would've ended up on our side," Goslin said. "Being on the left-hand side, obviously, we ended up on the right-hand side, kind of on top of people." A heavy-duty wrecker will be necessary to turn the bus upright, according to the source.

The bus passengers and driver escaped the vehicle through windows and emergency exits, Goslin added. It’s unknown how many people were on the bus.

Arapahoe Road was closed in both directions until noon while officials investigated the accident.

The bus driver, Riley Davis, is a contractor with First Transit, according to Tina Jaquez, RTD public-affairs manager. It was his third day on the job and first day on the jump line, according to the source.

Dick and June Paquette, the storage-facility owners, said they were reading the newspaper when they got the call about the crash. "The way I look at it, it could've been worse," said Dick Paquette, who is already contacting the owners of the damaged vehicles.

Opened in 1973, Arapahoe Self Storage offers 370 units as well as covered vehicle storage. The Paquettes also own AAA Store-N-Lock in Boulder.