Imagine this scenario: While conducting the morning walk-through at your self-storage facility, you notice a unit missing a lock. You roll up the door and discover the space is mostly empty except for a couple of very light boxes and few loose, decrepit items. It kind of looks like trash. Your records indicate the unit is occupied and in good standing, but you remember the tenant saying he may be ready to move out soon. Has he done so? Can you assume these items were abandoned and the space now vacant? Not without putting your business at risk.

In this thread on Self-Storage Talk, the industry’s largest online community, members are discussing the steps they take before deeming a unit abandoned and options for handling the items left behind. Has this happened at your facility and how did you handle it? Read about legal solutions to this common issue.

Oh, no! Your self-storage management software is doing something wonky, and it’s throwing your whole morning off-track. The phone is ringing, you have customers in the office, and you haven’t even completed your facility walk-through. Instead, you’re stuck on the computer, tasks are piling up, and you’re starting to panic. In the middle of all the chaos, you think how great it would be if you had a fairy godmother who could wave her magic wand and just fix it!

Thankfully, there are plenty of industry resources to help you get back on track. Technical support comes in many forms, from self-help options to vendor-based assistance. The next time you have a software glitch, don’t lose your cool. Instead, follow this advice and find a solution.

Set Up for Success

Before we get into where and how to find technical support for your self-storage software, let’s discuss a few ways to prevent problems from ever occurring. First, you need to choose a program that’s right for your facility. It’s vital to ensure it fits your business needs, so ask potential providers lots of questions before you commit to a purchase.

Next, make sure the software is set up for your business. No two owners run their facility the same way. You program should reflect your individual decisions, not the default settings. Communication during setup allows the vendor to better assist you in personalizing your application.

Trouble can be averted by simply discussing your requirements with your setup and support teams. If a function is critical to day-to-day operations, let them know. Discussing your priorities in the beginning means you won’t be surprised later by features that fall short of your expectations. Be up front about your needs and wishes, and you’ll get better customer support and software that fits.

When You Need Help

Software problems happen, and they aren’t always due to a malfunction. Sometimes it’s simple user ignorance or error. Thankfully, all providers offer resources to support their products. These might be accessible through the program itself (look for a “Help” link or question-mark icon in the navigation), or you might find them online. When you’re in a jam, you can often find easy-to-follow videos, blog posts and how-to articles that provide quick answers to simple questions. They can explain how change a setting, clarify how a feature works, or provide verification of how to accomplish a specific task. These should be your first go-to when troubleshooting.

However, there’ll be times when you need to reach out to your vendor’s tech-support team for assistance. For example, you might experience trouble with your gate integration, payment portal or website. Any loss of functionality might be the result of back-end settings you won’t know how to fix. You may not even have access to these tools. Fortunately, most providers have a dedicated support team to answer questions and resolve issues.

Support Types

Each self-storage software company handles customer inquiries differently. Many use email and phone, but some also offer live chat or an online portal where you can submit a help ticket. If you can’t immediately get through by phone, some offer a callback system that places you in a queue and triggers an agent to respond when it’s your turn.

When choosing a program, think about your own communication style. Do you hate waiting on hold? Then consider a company with email and chat support. Are you more of a hands-on learner who benefits from one-on-one training? You might do better with phone support, so you can ask questions and get answers without the delay back-and-forth email. Whatever company you choose, its customer support should be compatible with your needs.

Be Prepared

When you purchase your self-storage software, know the level and types of support your vendor offers and the days and times it’s available. Ask if there’s a cost to use them. Keep the phone number, email, website and other details in an easy-to-access location.

Before reaching out to technical support, gather all the necessary details of the software issue you’re experiencing, so you can give your provider a clear picture of what’s happening. Know the date and time the problem started (approximately if not specifically). Take screenshots of any error messages you receive. If you need to access an account, know the username and password. If your inquiry involves a tenant, know their name and unit number.

Being prepared can save time and streamline the vendor’s response. If you can provide a clear explanation of what you need, the agent will have a head start in helping you resolve your issue.

The Next Time

The goal of your software-support team will always be to find a solution to your problem, but the company should also teach you how to prevent future occurrences. You should never feel like an agent is making business decisions for you. Don’t ever just follow their instructions and close the communication without understanding how a setting was adjusted or the problem fixed.

The occasional problem will arise with your self-storage management software. You’ll face a situation in which you need a second set of eyes or helping hand to get your business up and running again. But with the many resources available, you can get the help you need. Remember, don’t panic! Take a deep breath and find a solution.

Kaitlin Nebeker is a support-team lead at Easy Storage Solutions, a provider of self-storage software and other technology. For more than three years, she’s helped facility operators successfully use their management programs. For more information, call 435.656.1990 or email support@storageunitsoftware.com.

PTI Security Systems, a provider of access-control and security solutions for the self-storage industry, announced an application programming interface (API) with cloud-based property-management software Self Storage Manager through its access-control software StorLogix Cloud. While desktop users can use the software through PTI’s BridgeApp integration for file-transfer processes, the addition provides StorLogix Cloud users with a cloud-to-cloud integration between the two applications that provides real-time synching, according to a press release.

Designed for large and mid-sized self-storage operators, Self Storage Manager offers features such as contactless rentals, lead tracking, payment collections, business performance and more.

“This is a highly anticipated integration, as self-storage operators will be able to realize the best of both worlds in one seamless user experience,” said Thomas Brooks, managing director of PTI Security Systems. “The combined benefits in property-management and access-control security will give self-storage operators the ability to increase their operational scale and scope with an enterprise-management solution, while simultaneously strengthening their security system.”

“Seamless integration between applications is the way of the future, and PTI’s integration with Self Storage Manager demonstrates our willingness to work with the leading technology companies in the self-storage industry to easily integrate their applications with our property-management software, so that our mutual clients are able to leverage the best-of-breed technology solutions,” said Kat Shenoy, CEO and president of Self Storage Manager Inc. “Self Storage Manager has gained significant market share in the past few years by providing multi-facility operators a comprehensive software suite, top-notch customer service and the flexibility of integrating to third-party service providers of their choice using our open API architecture.”

PTI manufactures technology-enabled security solutions. Its product line includes access-control hardware and software, wired and wireless door alarms, and mobile-access solutions. The company has installed more than 40,000 systems in 30-plus countries.

Self Storage Manager is designed to standardize and centralize operational control across all facilities, enabling corporate office and district managers to oversee operations from any location and any device, with instant access to real-time information.

Update 8/31/21 – The joint venture between real estate development firms Blumenfeld Development Group (BDG) and The Hampshire Cos. has broken ground on its self-storage project in Roslyn Heights, New York. The facility at 71 Jane St. will comprise 98,326 square feet in 691 units. The partners will fully remediate the brownfield site. The project is expected to be complete during the second quarter next year. It’ll be managed by real estate investment trust Extra Space Storage Inc. and branded under its name. It’ll be the 44th Extra Space location Hampshire has developed on the East Coast. BDG is a real estate development firm. Its portfolio includes entertainment-based retail, multi-tenant office, medical office, industrial and multi-family residential. Based in Morristown, New Jersey, Hampshire has four other self-storage projects underway across New Jersey and New York.

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3/12/20 – Alexa Development exercised its right to a rehearing from the planning and zoning commission by submitting a new proposal that would reserve 15,000 square feet of the former Kroger market for a grocery store. The plan eliminates 52 units from the left-front corner of the building. If a grocery tenant can’t be secured within three years, Alexa would then request to convert the space to self-storage. The commission is expected to review the new proposal at its March 23 meeting. If it approves the plan, a new project hearing will be scheduled.

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3/4/20 – The Roseville Mayor and city-council members criticized Curtis’ appearance last week, characterizing it as a “publicity stunt.” During the public hearing, Curtis urged the council to halt the sale of the church, pledging that she and her staff would devote time and energy to save the property. She called the planned demolition a “temporary solution” and encouraged officials to establish a historic district. “I believe every small city needs sustainability, and the way you reach sustainability is knowing where your roots are and having your historic districts,” she said.

Curtis was followed by several community members who spoke in favor of saving the property. After about an hour, the HGTV star re-approached the microphone, but the mayor ruled her out of order because public-hearing rules dictate that citizens have only one opportunity with a three-minute limit to address the council. Though some residents wanted to yield their time to Curtis, Tomlinson said that wasn’t allowed.

When Roseville Deputy Police Chief Mitchell Berlin approached Curtis, motioning for her to step away from the microphone area, she left the meeting. As she walked out, accompanied by Berlin, members of the audience applauded. Police Chief Ryan Monroe later clarified that Curtis wasn’t asked to leave the meeting and wasn’t formally escorted out of the building.

Mayor Robert Taylor and councilmember Charles Frontera called Curtis’ appearance a ruse. “She never went inside the [church] building,” Taylor said, referring to Curtis’ visit to the property. “She doesn't have the $2 million to renovate it. She’s all talk and no action. She doesn't live in Roseville. We talk the truth in Roseville.”

“The person riling everyone up is looking for Facebook followers, and that's all this is,” Frontera added. “The fact that someone from HGTV comes here for a publicity stunt is ridiculous.”

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2/26/20 – Nicole Curtis, star of HGTV’s “Rehab Addict,” will attend the Roseville City Council meeting this week to change officials’ minds about demolishing the Sacred Heart Catholic Church. Though the council approved the rezoning of the property, MySpace Self Storage isn’t expected to close on the acquisition until general parameters are finalized, city attorney Tim Tomlinson told the source. Curtis, whose show focuses on restoring historic homes, visited the 50,000-square-foot church earlier this month at the invitation of residents. She’s now involved as a “solution seeker,” acting as a liaison between community members and city officials, a representative for Curtis told the source.

“There is no reason for demo,” the unidentified representative wrote in an e-mail. “This building is strong, solid, and there are thousands of examples of such being given new life throughout the area through mix use. The city could have easily said church and rectory must stay standing, [and] the rest can be developed.”

The church is controlled by Mooney Real Estate Holdings, the real estate arm of the Archdiocese of Detroit. It closed in 2017.

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2/3/20 – The Macon-Bibb Planning and Zoning Commission voted 3-1 to deny Alexa Development’s plan to convert the former Kroger store on Pio Nono Avenue to self-storage. Company officials indicated they were “shocked” at the board’s decision. Though some residents would prefer another supermarket, Alexa officials don’t think the idea is viable. The Kroger closed after 21 years due to declining profits, according to the source.

The Urban Development Authority is considering relocating the state farmer’s market to the site, the source reported.

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1/24/20 – The global self-storage development pipeline continues to be extremely dynamic. Inside Self-Storage regularly covers new projects being planned and approved as well as zoning and other municipal issues. Following is more activity taking place in January 2020.

Adams Property Group, which owns nine self-storage facilities in the Carolinas and Georgia, is developing a new location in Winston-Salem, N.C. The three-story facility at 5109 Robinhood Village will comprise 97,000 square feet of climate-controlled storage. The project is expected to take about a year to complete, according to Michael Carn, acquisitions and development manager. Fourth Elm Construction LLC is the general contractor. Adams Property operates Breezy Hill Self Storage, B&H Self Storage and seven facilities under the Monster Self Storage brand. It also has four projects under development.

Alexa Development Group is facing opposition in its quest to convert a Macon, Ga., Kroger grocery store to self-storage. Several neighbors spoke out during a county planning-commission meeting earlier this month on the proposed project for 400 Pio Nono Ave. Plans include adding 569 units inside the 84,000-square-foot building. Opponents had hoped another grocer would open in the building, but city officials claim no one has shown interest in the site since it was listed two years ago. Planning and zoning staff have also determined storage doesn’t fit the Macon-Bibb County 2040 Comprehensive Plan. The commission voted to defer the proposal for two weeks, allowing Axela to consider adding an outparcel retail store to the project to address community and city staff concerns.

Anytime Storage, which operates 11 properties in Arizona, is building a three-story self-storage facility in Mobile, Ala., that’ll contain 466 climate-controlled units. The $4 million construction loan was arranged by Duke Dennis, senior director for Metropolitan Capital Advisors. The loan offers a fixed 5.05 percent interest rate and 36 months of interest-only payments followed by a 20-year amortization schedule. Once complete, the Anytime portfolio will contain more than 3,700 units across the two states.

CAES Group LLC presented a site-plan application to the Gloversville, N.Y., planning board to convert the former St. Thomas Leather manufacturing building at 12 St. Thomas Place into a mixed-use project that’ll include commercial, office, retail, self-storage and warehouse space. CAES owners Adam Bido and Andrew Weigle purchased the 1.4-acre property in September. Climate-controlled self-storage will be built on the third and fourth floors of the 74,000-square-foot building. The owners plan to move one of their existing businesses, GoodbuyZ Liquidation Outlets, to the second floor, and add warehouse space on the first. The remaining space will be converted to commercial, office and retail suites according to the needs of incoming tenants. Though the planning board didn’t have concerns about the project, it tabled the vote until its Feb. 4 meeting so the developer could complete a Short Environmental Assessment Form as part of the State Environmental Review Process. Bido and Weigle own another liquidation outlet and a local remediation company.

Compson Development Corp. intends to build a three-story self-storage facility on a vacant property in Coral Springs, Fla. If approved, the development at 3567 N.W. 124th Ave. would comprise 103,275 square feet. The 2.18-acre site is under contract from the George C. Zima Trust. The storage facility was designed by ARCO/Murray Design Build, a national design-build general contractor. Compson is based in Boca Raton, Fla.

Self-storage real estate investment trust and third-party management firm CubeSmart is converting a former Sam’s Club retail store in Syracuse, N.Y., to self-storage. Construction work at the Erie Boulevard site is underway, though no completion date was reported. The store has been vacant for two years. CubeSmart owns or manages 1,165 self-storage facilities across the United States. Its operating portfolio comprises 78.8 million square feet.

MySpace Self Storage will build a mixed-use project on the site of Sacred Heart Catholic Church in Roseville, Mich. The $9 million development will include a 116,700-square-foot storage facility at the corner of Gratiot Avenue and Utica Road. It’ll also feature a 7,000-square-foot retail center and/or restaurant that includes a rooftop “garden.” The project was designed to help create a downtown area, according to Todd Clark, president.

The city council unanimously approved a conditional rezoning of the property to allow the project. Though the historical church will be demolished, MySpace intends to preserve the structure’s bell tower. If it can’t be saved, a replica will be built. An existing historical marker will be relocated. Due to the timing of building permits and other approvals, the church, which fell into disrepair, won’t likely be razed until later this year or early 2021. MySpace operates four facilities in Michigan.

Robert High Development LLC, which owns eight Save Green Self Storage facilities in North Carolina, received approval this month to build a four-story site in Boone, N.C. The property at the intersection of East King Street and New Market Boulevard formerly housed Modern Toyota of Boone. Plans include a 134,852-square-foot structure containing 990 storage units at a cost of $7.5 million. The final approval came with conditions such as incorporating recommendations by town staff, a traffic-impact analysis and a culvert analysis. Based in Wilmington, N.C., Robert High Development provides self-storage budget creation, site plans, permitting and construction. It also owns Budget Storage in Wilmington.

Shurgard intends to build its sixth self-storage facility in Berlin. The property will comprise 5,700 square meters in about 1,000 units. The project is scheduled to be complete next year. The company recently signed a purchase agreement for the land and expects a building permit to be issued this year.

St. Joe Co., a real estate development, asset management and operation firm, is entering the self-storage market with the development of a facility in Santa Rosa Beach, Fla. The property in the South Walton Commerce Park is near the corner of Serenoa Road and US Highway 98. Plans include building 90,000 square feet in more than 600 units. Construction will begin this spring and be complete within a year. With its consolidated subsidiaries, St. Joe Co. owns land primarily in Northwest Florida, and has residential and commercial land-use entitlements in hand or in process.

Investment firm Staley Point Capital intends to demolish a 21,000-square-foot light-industrial complex it recently acquired in South Los Angeles and replace it with a new self-storage development. The facility at Broadway and W. 25th Street would comprise 109,000 square feet. The company paid $7.35 million for the site, which is in a federal Opportunity Zone. The Los Angeles-based investment firm was recently founded by Kevin Staley, who co-founded the Magellan Group, and his son, Eric. Founded in 1990, Magellan is a real estate investment and development firm that operates the Magellan Storage brand.

Storage World opened a new, 68,000-square-foot self-storage facility in Manchester, England. The £3 million project is part of Airport City Manchester, a mixed-use project near the city’s airport that’ll include 5 million square feet of hotels, logistics, manufacturing space and offices. In addition to about 500 storage units, the new facility offers workspace for individuals and businesses, with room to expand. It’s the company’s third location.

StorCo Storage Solutions will convert a portion of the recently acquired O’Fallon Square Shopping Center in O’Fallon, Mo., to self-storage. The company intends to occupy one of the center’s two freestanding buildings. The project will include 53,737 square feet of storage in the former Attitude Trampoline Park and Shop N Save, along with an added second floor. StorCo also plans to move its company headquarters, including a call center and offices, to the 7-acre property. Eight existing tenants in the other freestanding building will remain. StorCo acquired the parcel in December for $4.4 million. The company operates another location in Wood River, Ill., and is an affiliate of Store Here Self Storage, which operates 25 facilities in 15 states.

StorHouse Self Storage will convert the former Parkway Lanes bowling alley in Allentown, Pa., to self-storage. Company affiliate StorHouse at Paxton Street LP acquired the 5.5-acre property at 1630 S. 12th St. in December for $1.96 million from Abe Atiyeh’s Parkway Ventures LLC. It also purchased a neighboring auto-repair shop at 1449 Lehigh St., which will house company offices this spring. Construction work on the self-storage facility is expected to begin once existing bowling equipment has been removed. StorHouse operates four facilities in Pennsylvania.

Westport Properties Inc. (WPI), which operates more than 120 self-storage facilities under the US Storage Centers brand, is developing a new location in Los Angeles. The $10 million project at 4800 E. Valley Blvd. has received permits to commence construction. Once complete, the three-story building will comprise 151,000 square feet. Founded in 1985 and based in Irvine, Calif., WPI is a real estate investment company that acquires, develops and operates self-storage facilities, and provides third-party management services. Its portfolio comprises more than 9 million rentable square feet in 15 states.

Phoenix-based U-Haul International Inc., which operates more than 1,500 self-storage facilities across North America and frequently recycles existing structures for its new locations, intends to convert former Kmart stores into moving and self-storage centers in Carlisle, Pa., and Lansing, Mich. The Carlisle property at 1180 Walnut Bottom Road will comprise about 65,000 square feet of storage space. The company is currently offering truck and trailer rentals, towing equipment and moving supplies out of a temporary showroom. The self-storage conversion is expected to be complete this spring.

The 119,791-square-foot structure at 5400 Cedar St. in Lansing will comprise about 800 storage units. The project will include a bike-path connector and rest area that will offer free tools and benches for riders to service their bicycles. Built in 1970, the store has been empty since 2017. Established in 1945, U-Haul owns and manages more than 62.5 million square feet of storage space nationwide.

An unnamed developer is looking to add storage buildings on the parking lot in front of a Fort Wayne, Ind., Extra Space Storage facility. The structure at 7530 S. Anthony Blvd. was once a Kmart store. The plans presented at the Jan. 13 Fort Wayne Plan Commission meeting showed the construction of eight new buildings comprising 57,000 square feet in 371 drive-up units. The commission is expected to vote on the project on Jan. 27.

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1/9/20 – The global self-storage development pipeline continues to be extremely dynamic. Inside Self-Storage regularly covers new projects being planned and approved as well as zoning and other municipal issues. Following is activity taking place in January 2020.

10X Self Storage, which operates a facility in Acton, Mass., opened a second location in the state. The five-story facility at 215 Simarano Drive in Marlborough contains 520 units. It’ll be operated by O’Brien Commercial Properties LLC, a real estate management firm affiliated with O’Brien Commercial Properties Inc. The three-acre site was assessed by the city last year for $372,300, according to a source. 10X is also converting a 120-year-old brick building in Worcester, Mass., to self-storage. Expected to open in the spring, the three-story facility at 40 Pullman St. will contain 620 units. O'Brien purchased the building through a limited liability corporation in August for more than $1 million, and obtained a $5.4 million construction loan.

Real estate investment and development firm Aspen Equities LLC is converting a 350,000-square-foot structure in Philadelphia to self-storage. The project in the Northern Liberties neighborhood is expected to be complete this fall. The property will be managed by real estate investment trust and third-party management firm Extra Space Storage Inc. Based in Brooklyn, N.Y., Aspen specializes in mixed-use, multi-family and retail projects throughout the Northeast.

Real estate development firm Blumenfeld Development Group Ltd. (BDG) received approval last month from the North Hempstead Town Board to tear down a dilapidated building on contaminated property in Roslyn Heights, N.Y., and build a four-story, 98,000-square-foot self-storage facility in its place. The single-story structure at 71 Jane St., where industrial products were manufactured, was built in 1949 and last occupied in 2013. The property is considered a brownfield site, an abandoned property that may contain hazardous substances. It was accepted by the state’s Brownfield Cleanup Program in August. Based in Syosset, N.Y., BDG’s portfolio includes entertainment-based retail, multi-tenant office, medical office, industrial and multi-family residential.

Compass Self Storage, a member of the Amsdell family of companies, recently acquired and received permission to expand Shaler Self Storage in Allison Park, Pa. The board of commissioners approved the addition of three buildings at 422 Elfinwild Road, including an 18,500-square-foot, climate-controlled building and two 5,000-square-foot, drive-up storage structures. The facility currently comprises a single-story, 25,000-square-foot building. Compass operates 89 facilities in 14 states.

Equity Storage will build a mixed-use development in Rogers, Ark., that’ll include self-storage and a business/conference center. The two-story, 73,000-square-foot project will be built on 5.7 acres at 3909 W. Ajax Ave. and comprise 200 units. It’ll include drive-in interior access for loading and unloading. The adjoining J. Conrad Business Center will comprise 16,000 square feet. Property owner Wil-Shar Steel acquired the land last year for $1.35 million. This will be Equity’s first self-storage location.

Property owner Timothy James intends to build a self-storage facility on a former horse farm in Lake County, Ill., near Wauconda. The Store More business would be developed on the southern portion of the 23-acre site at 25250 W. Old Rand Road. The zoning board of appeals recently voted to recommend the project, which would require a conditional-use permit for the business and rezoning of the property from residential to general commercial. James recently told zoning officials he’ll leave more than 60 percent of the land as open space. Site restoration would include removing invasive plant species and dead trees and replacing them with new foliage. The site also includes a vacant house and other buildings in disrepair. The county board will make a decision on the project after a review by the public works, planning and transportation committee.

Lock Stock Self-Storage, which operates 18 container-based self-storage facilities in Wales, opened a new facility this month in Caernarfon, Wales. The 1.1-acre site at the Cibyn Industrial Estate contains 150 containers. Lock Stock is family-operated and owns 3,000 storage containers. Based in Denbigh, its properties are spread throughout 12 North Wales cities.

U.K. self-storage operator Lok'nStore Group PLC will partner with discount grocer Lidl on a mixed-use project in Cheshunt, England. The development, which will include self-storage and a supermarket, is expected to be complete next year. It’s the second project between the two companies, which opened a similar mixed-use site in Maidenhead, England, in 2013. Lok'nStore also recently secured development sites in Chester and Oldbury, England. The operator has 15 sites in its project pipeline. Founded in 1995, it operates 34 self-storage facilities in Southern England.

Mitchell Storage LLC is converting the former Palace Mall in Mitchell, S.D., to a mixed-use project that’ll include traditional self-storage, vehicle storage and retail. An estimated 500 storage units will be added to the 151,044-square-foot building at 1801 N. Main St. Tenants currently renting spaces in the mall will have the option to remain or relocate elsewhere in the property, according to architect Larry Jirsa. Unoccupied stores will be renovated and marketed to new tenants. Mitchell Storage is owned by Mark Bigelow, Steven Bigelow and Roman Daniels-Brown.

Montgomery Self Storage completed an expansion of its property at 1418 FM 2854 Road in Conroe, Texas. The project added 42,000 net rentable square feet, including a three-story climate-controlled structure and three single-story buildings. The expansion coincided with a state project that widened the road from two to four lanes. Montgomery operates two facilities in Conroe and four total in Texas.

Safstor Real Estate intends to build a three-story self-storage facility in Middletown, Pa. The Woodbourne Road project would replace an office building, which has been vacant for several years. The new structure would comprise 102,000 square feet. The project has already received variances from the zoning hearing board and recommended approval from the planning commission. Town supervisors are expected to consider the plan on Jan. 21.

Secure Storage LLC is converting the former Columbia County Health and Human Services building in Portage, Wis., to a mixed-use property that’ll include climate-controlled self-storage, outdoor vehicle storage and leased office space. The company purchased the building at 2652 Murphy Road from the county in December for $250,000. Based in Baraboo, Wis., it operates eight facilities in the state, with one under development.

Shurgard Self Storage Europe SARL, the European affiliate of U.S.-based real estate investment trust Public Storage Inc., intends to build a new facility in London. The project will comprise 85,000 square feet in about 1,500 units and is expected to be complete by mid-2021. The company recently signed a purchase agreement to acquire the land. Shurgard operates 238 self-storage facilities comprising 1.2 million net rentable square meters in Belgium, Denmark, France, Germany, The Netherlands, Sweden and the United Kingdom.

The Joplin, Mo., City Council voted 7-1 against a rezoning request from Joel Standeford that would have allowed a self-storage development. Standeford proposed to build a 100-unit facility near the intersection of 19th Street and Michigan Avenue on the site where a church was destroyed by a 2011 tornado. The project would have required zoning on the lot to change from residential to light commercial. It was strongly opposed by residents. Though only one person spoke in opposition during the council meeting, neighbors submitted a petition against the application and seven residents wrote letters arguing against the proposal.

Storage Authority LLC opened a new franchisee-owned facility at 550 Monmouth Road in Millstone, N.J. The facility will comprise 83,375 square feet once all phases are complete. The company now operates five facilities in Connecticut, Florida, New Jersey and Texas. It has a sixth location under construction in Land O’Lakes, Fla., which is expected to open this summer. Storage Authority plans to award a new franchise each month this year, according to a press release.

An unnamed developer is seeking approval to convert a former Kroger grocery store in Macon, Ga., to self-storage. Plans for the 84,000-square-foot space on Pio Nono Avenue were submitted to the Macon-Bibb County Planning & Zoning board on Dec. 12. If approved, the facility will contain 569 climate-controlled units.

New Source:
The Telegraph, New Plan for Old Kroger on Pio Nono in Macon Still Includes Storage Units

Previous Sources:
Macomb Daily, Roseville Mayor Blasts HGTV Star’s Church Efforts as ‘Publicity Stunt’
Macomb Daily, HGTV Host Says ‘No Reason’ for Roseville Church Demolition
13WMAZ, 'We Have to Go Too Far': Neighbors React to Bibb Planning and Zoning Decision to Deny Storage Center Plans
AP, The St. Joe Company Announces Plans to Build and Own a Self-Storage Facility in Santa Rosa Beach, Florida
Great Fort Wayne Business Weekly, Storage Units Planned for Former Kmart Parking Lot in Fort Wayne
Inside Media Limited, Storage Facility Opens at Airport City
LocalSYR.com, CubeSmart Self Storage to Take Over Old Sam’s Club Building on Erie Boulevard
Macomb Daily, Roseville Church to Be Demolished for Self-Storage Facility
RE Journals, StorCo Buys 100,000-Square-Foot Shopping Center in O'Fallon
REBusiness Online, Metropolitan Capital Advisors Arranges $4M Construction Loan for Self-Storage Facility in Mobile
South Florida Business Journal, Developer Proposes 3-Story Self-Storage Facility in Broward
The Eastsider, Self-Storage Center Coming to El Sereno
The Leader-Herald, Plans to Convert Gloversville Warehouse Into Multi-Use Facility
The Morning Call, Another Bowling Alley Strikes Out: Former Parkway Lanes in Allentown Is Sold to Self-Storage Business
The Real Deal, New Venture Staley Point Capital Plans Self-Storage Facility in LA Opportunity Zone
The Telegraph, City Makes Decision After North Macon Neighbors Speak Out About Storage Units at Old Kroger Site
The Times Herald, Adaptive Reuse: U-Haul Reveals Plans for Former Kmart in Carlisle
Triad Business Journal, Charleston-Based Company to Open its First Storage Facility in the Triad
Watauga Democrat, Board OKs $7.5M Self-Storage Facility in Boone
WILX, Old K-Mart to Become New U-Haul Center
13WMAZ, 569-Unit Storage Center Could Take Over Former Pio Nono Kroger Location
Boston Real Estate Times, 10X Self Storage Opens Climate-Controlled Facility
Bucks County Courier Times, Self-Storage Proposed for Dormant Site on Woodbourne Road in Middletown
Community Impact Newspaper, Montgomery Self Storage Expands Services in Conroe
Daily Herald, Entrepreneur Proposes Self-Storage Facility Near Wauconda
Insider Media Limited, Lok’nStore Strikes Lidl Deal and Bolsters Pipeline
Newsday, New Use Proposed for Contaminated Site in Roslyn Heights
Portage Daily Register, Secure Storage LLC Opening Self Storage Units, Leasing Office Space in Portage
Shaler Journal, National Company Acquires Shaler Self Storage
TB&P, Real Deals: LA Investor Spends $8.3 Million on Springdale Building
The Daily Republic, Palace Mall Transformation to Self-Storage Units to Begin Soon
The Free Press, Denbigh Container Storage Firm Expands Amid Boom in Demand
The Joplin Globe, Zoning Request for Mini-Storage Business Denied by Joplin City Council
The Island Now, Site Plan Approved for Brownfield to House Self-Storage
WBJ Journal, Marlborough 520-Unit Self-Storage Facility Opens

Storage Asset Management (SAM), a self-storage management and consulting company, has announced its operating results for the first half of 2021. The company increased same-store revenue by 17.5% compared to the same period last year. It also grew net operating income by 22.3%, according to a press release.

In July, SAM hit a property-management milestone by reaching 300 managed self-storage offices. Those contracts represent more than 360 self-storage locations across 32 states. To celebrate, the company provided means for its facility managers, district managers and corporate employees to complete a good deed within the communities they serve, the release stated.

“We are really proud of the excellent results our team has achieved for our clients,” said CEO Alyssa Quill. “Our proven strategies and hard-working team have increased the number of stores under management, while driving strong numbers for our managed stores. We’re especially proud of the team members who have grown with us. It’s been amazing to watch so many of them take on more responsibilities and become mentors for their peers. We appreciate all our clients in entrusting us to manage their self-storage facilities.”

SAM’s same-store pool for the period consisted of 161 stores that were stabilized by Jan 1. The company considers a store stabilized once it has been open for three years or has sustained average square foot occupancy of 80% or more for one calendar year, the release stated. If a property reduces in size, it’s removed from the same-store pool until the beginning of the calendar year, at least 12 months from the date of change.

Founded in 2010 by Quill and Jay Hoke, SAM employs more than 600 people at its store, regional and corporate office level. It’s based in York, Pennsylvania.

North Carolina Gov. Roy Cooper recently appointed self-storage owner Melinda Quick Porter to serve on the North Carolina Auctioneers Commission, also known as the North Carolina Auctioneer Licensing Board (NCALB). Porter is co-owner of Porter Properties & Mini Storage in Plymouth, North Carolina. She’ll serve a three-year term, which is set to end on June 30, 2024.

The NCAC is comprised of five members, all appointed by the governor. The commission is designed to “protect the public from incompetent or unqualified persons engaging in auctioneering activities” including “preventing deceitful practices, willful misrepresentation and dishonest dealings by auctioneers in the state,” according to the governor’s office website. All members serve three years and have a limit of serving two consecutive terms.

By law, three members must come from nominations submitted by the Auctioneers Association of North Carolina, and at least three must be licensed auctioneers. One member is appointed to represent the public at large and can’t be licensed. Porter will serve in that role. Other commissioners are Daniel H. DeVane, Willie Arthur Johnson, Buck Lattimore and Tracy Kyle Swicegood. Lattimore is vice chairman.

Porter grew up in Raeford, North Carolina, before moving to Plymouth in 1986. After working as an insurance agent, she joined the family business full time in 1994. Porter Mini Storage at 718 Washington St. comprises 311 units and has been a U-Haul dealer since 1999. Porter Properties offers commercial and residential rentals. Porter is also a broker with United Country Forbes Realty and Auctions. She received her real estate license in 2017, according to her bio on the NCALB website.

The auctioneer board isn’t her only community involvement. She’s serving her third term on the Washington County Board of Elections and is music director for First Christian Church in Plymouth, according to her bio.

Sources:
North Carolina Governor’s Office, Governor Cooper Announces State Boards and Commissions Appointments
North Carolina Auctioneer Licensing Board, Board Members

There’s a constant debate among self-storage operators about using concessions to gain rentals. Some apply promotions liberally, while others argue the industry shouldn’t rely on them. As with most things in life, the right answer is usually somewhere in the middle.

While there are many ways to entice new self-storage customers to your facility, there are three common types of “specials”: free rent, discounted rates and waived fees. Let’s examine the strengths and pitfalls of each as well as whether you should use them and when.

Free Rent

One sales tool self-storage operators sometimes use is an offer of free rent. It’s effective because everyone loves free stuff. We’ve all driven by a facility with a “First Month Free” banner strung across the front, but what does that really mean? Is there really no cost? Not exactly.

Smart operators never allow a tenant to move in without paying anything. Instead, “first month free” usually means the tenant receives a credit for the second or third month, or a rent prepayment is required. One reason operators feel they can afford to do this is because self-storage is pretty sticky. Once someone moves in, they really don’t want to go through the hassle and expense of moving out. If you can get them into the unit, there’s a good chance they’ll stay for more than a year, if not longer.

However, collecting some form of payment at the time of rental is necessary to keep the deadbeats at bay. Some customers will use your facility to dump unwanted items and put the burden and expense of removal on you. If you allow someone to move in for free, word will inevitability get around and an unscrupulous person will move their trash into your space. Then they’ll disappear and leave you with the responsibility of cleaning it up. Free rent without strings equals lost revenue and time as well as increased expenses.

When to use: If you’re going to offer free rent, it’s best to do so when leasing up a new self-storage facility or expansion. This gets customers in the door, and we all know folks would rather go to prison than move.

Discounted Rent

Instead of free rent, another strategy self-storage operators use is to offer a discounted rental rate. Though not as snazzy or alluring as “free,” it can still be enticing. There are a number of ways to manage discounts. For example, you can make a limited-time offer, meaning the discount only applies for a set number of months; or you can tie your discounts to a referral program.

A limited-time offer typically provides a discount off the street rate for a couple of months before reverting to the standard rate. The good news here is your cash flow is less impacted than with a free-rent offer; however, once the discount ends and the price increases, you risk triggering a negative reaction from the customer, especially if you’ve also raised the street rates since they moved in. A good approach is to apply a one-time, 25% discount off the second or third month. This is a good middle ground between the free-rent and lengthy discounts.

A successful referral occurs when an existing tenant or strategic business partner refers your facility to a new customer and that individual signs a lease. Under this promotion, the referring party receives some kind of bonus or credit issued to their account. This is a great tool because you gain a tenant who arrives with a warmer feeling of trust than non-referral customers.

When to use: Reduced rent can be an effective tool to lure back previous customers or keep existing ones who’ve had a bad experience. Nothing gets a customer to stay or come back after a bad experience like a heartfelt apology and a nice discount.

Waived Fees

Fee waivers should be used the least and only under the right circumstances. There are typically three fees you can waive in self-storage:

• Administrative fee: This is usually charged up front to compensate for the work it takes to get the customer set up in the software system and on their lease. This is a pretty easy fee to waive, and the second-order effects aren’t disastrous. Remember, though, you charge admin fees for a reason, so exercise restraint.
• Security deposit: The reason you collect this is to hold collateral. The tenant gets it back at the end of the rental if they provide sufficient move-out notice per the lease agreement and leave the unit clean. If you waive it, you remove that incentive to follow the rules.
• Late fee (late-payment penalty): This should only be waived if there’s a legitimate reason. Far too many managers use this as a crutch to pacify angry customers. Don’t do it! It’ll only cause tenants to feel entitled and condition them that paying late is OK, which it isn’t. Don’t get spooked when a tenant threatens to move out if the late fee isn’t waived. This is a bluff you want to call 100% of the time. First, it’s unlikely they’ll follow through. Second, they probably aren’t a tenant you want to keep anyway, so let them to leave and replace them with one who pays!

When to use: Admin fees and security deposits should never really be waived. Late-fee waivers should be tied to your customer-experience program and used only to alleviate a legitimate, difficult situation with a current tenant. If a customer has paid rent on time for a year and then suddenly misses a payment because they were on vacation, waiving the late fee can be a great way to show appreciation for their loyalty and value.

Be Judicious

While self-storage promotions can help you increase occupancy and retain tenants, use them sparingly. Luring customers through discounts is the easy way out. Anyone who says they can only get new rentals through discounting may need additional sales training or to be replaced.

Keep rate promotions simple and temporary; don’t race to the bottom as far as price goes. Discounts can be a drain you circle, so assess their advantages and disadvantages before putting them into practice at your self-storage facility.

Danika Anderson is senior corporate property manager and Scott Lewis is co-founder and CEO of Spartan Investment Group LLC (SIG). Anderson implements the policies, procedures and practices in her assigned portfolio that enable each facility to meet and exceed budgeted financial goals and achieve operational excellence. Lewis is responsible for developing business strategies and overseeing all operations and business activities. SIG has completed $9 million in self-storage development projects, with $70 million underway. For more information, call 866.375.4438; email scott@spartan-investors.com.

Fire prevention and safety are important considerations for any type of structure; however, the nature of self-storage businesses calls for an even more urgent approach. As a fire-safety inspector for close to 30 years, I’d like to suggest a few things you should do to keep your facility, employees and customers safe.

1. Assess risk. The easiest way to improve fire safety is to have your self-storage property evaluated by a professional inspector who can point out at-risk areas. They’ll assess the condition of the buildings, paths where fire can travel, escape routes and the best places for fire-prevention devices. Afterward, they’ll write a report advising you on items that need updating and actions you should take. Having your facility checked annually by a professional will also guarantee you’re following federal safety regulations and your site is current with all state and local codes.

2. Set policies. Some of the largest self-storage fires have been the result of human error. Mistakes include smoking near flammable materials and keeping prohibited items such as gas canisters inside units. Ensure your staff and customers follow the right procedures, and that tenants know what they should never store in their space.

3. Maintain your electrical systems. Keep up with all tasks throughout the year to ensure everything is in good working condition. A faulty HVAC unit or other piece of electrical equipment can easily spark a flame.

4. Use the proper fire-prevention devices and protocols. These include alarms, detectors, extinguishers, lighting and monitors. Add smoke detectors and heat monitors around the facility. If these are triggered, they should send a signal to your central alarm system and notify the fire department. Fire extinguishers must be placed within 75 feet of each storage unit for quick and easy access in case of an emergency. They should be classified as ABC models, which are capable of putting out most basic fires. All these prevention devices should be pointed out to customers during their initial property visit.

5. Train your team. All employees need to be trained in basic fire prevention and response. Each should know who they need to call in case of a disaster and how to suppress a fire, if possible, until emergency personnel arrive. It’s also important that they know the evacuation protocol for everyone on the premises. Self-storage facilities should have bi-annual fire drills so staff can practice fire-safety protocols.

6. Educate your self-storage tenants. Share key fire precautions with new renters. For example, explain the importance of having ample space for their belongings rather than stacking the unit all the way to the ceiling and wall to wall. While it may make financial sense for a person to rent a small unit, overcrowding can become a fire hazard. In most instances, overpacked units will be filled with combustible materials, such cardboard boxes, paper and clothing, which pose a large risk if fire breaks out. Also, remind them to store important documents in a fire-proof safe.

Fires start quickly and unexpectedly. Knowing where risks can occur and how to prevent them is important to keeping your self-storage employees and customers (plus their belongings) safe.

Chad Connor is the president of Affordable Fire & Safety in Gilbert, Arizona. Established in 1998, the company conducts thousands of fire inspections annually. For more information, call 480.680.7304.

An investment fund managed by SROA Capital LLC, which operates the Storage Rentals of America and Storage Zone brands, has acquired 30 self-storage facilities from five different sellers. The properties comprise 3.1 million rentable square feet in 23,389 units across 11 states. The $250 million purchase was made through SROA Capital Fund VIII LP, bringing its total investments to more than 4 million rentable square feet, according to a press release.

The facilities are in Florida, Georgia, Iowa, Indiana, Maryland, Michigan, Mississippi, Ohio, South Carolina, West Virginia and Wisconsin. The purchase includes 100 percent ownership in StayLock Storage, which SROA acquired earlier this month, as well as other entities, the release stated.

The three-year, floating-rate loan facility with Goldman Sachs was arranged by JLL Capital Markets, a global provider of capital solutions for real estate investors and occupiers. The financing covers the property acquisitions as well as expansion projects at existing sites, according to the release.

Based in West Palm Beach, Florida, SROA is a real estate investment company focused on the acquisition and operation of self-storage properties nationwide. It owns and operates 11 million square feet of self-storage at 242 properties across 19 states.