The self-storage facility manager plays a pivotal role in smooth day-to-day operations. Whether you opt for on-site management, automated software, or a blend of both, the presence of a skilled manager is indispensable. Businesses need to focus on hiring, training, and developing on-site managers. A self-storage facility manager must have excellent sales abilities, among a myriad of other skills. Let us explore why a manager is so crucial for the success of your self-storage business — and what to look for when hiring one.
“Oftentimes, customers do not remember the name of the facility, but they almost always know the name of the manager. In an ever-increasingly competitive business cycle, self-storage facilities must have a higher-level manager than their competitors. Our evidence shows that in any market, the facilities with the most professional managers almost always have the highest occupancy levels and the highest market rates.”
Self Storage 101
Here is what you should expect from your self-storage facility manager:
1. Personalized Customer Service
First and foremost, a self-storage facility manager serves as the primary point of contact to provide hands-on service. They guide customers through the rental process, address inquiries, and resolve customer concerns. Having an on-site manager enhances the customer experience. It also creates loyalty and positive word-of-mouth with potential customers. A well-trained manager can help customers select the right unit size and offer suggestions for maximizing storage space. This will definitely enhance the customer experience and contribute to business success.
Here is what John Chang from Marcus & Millichap had to say in a recent Gabfocus spotlight on handling our industry’s increased competition in 2024. “It’s going to be an interesting, dynamic year. It is a year where operations matter. How you manage your facility, how you are interacting with your customers matters. And this is a maturation process.”
StoragePug
2. Security and Safety
Self-storage facility managers are the first line of defense against security breaches and emergencies. By having an on-site property manager, the security of the self-storage facility is already improved. Their physical presence allows for immediate action, ensuring the safety of the facility and its belongings. And today, facilities have smart entry and locking systems. Customers can access their units through keypads, phones, or electronic gate touch screens. Managers need to be able to offer support and maintenance of such technical security features.
3. Financial Management
One of the most basic responsibilities of your property manager is collecting the rent from tenants. When customers arrive at the facility, the on-site manager guides them through the rental process. They will explain the terms and conditions and assist with paperwork. They will also collect payments and explain the rules and regulations of the facility. Your facility may use online rental reservations and provide online payment portals. This can include renting units, making payments, and managing accounts through a website. Both on-site and automated tools need a competent self-storage facility manager to make sure things run smoothly.
In a recent article, Kerri Fivecoat-Campbell states the following: “One important aspect of hiring and retaining excellent self-storage managers is building leadership skills in those employees.”
Modern Storage Media
4. Facility Maintenance
The manager will maintain the cleanliness, security, and condition of the facility. They will perform regular inspections, check surveillance systems, and ensure proper lighting. Your facility manager will be able to address any repairs or maintenance needs. One idea is to use a preventive maintenance schedule to address regular tasks. This will help check on things such as HVAC filter replacements, roofs, roll up doors, pest control, and security systems. For some ideas for facility management and maintenance, check out our post, “Beyond Cleaning: A Maintenance Schedule for Movable Storage.”
5. Sales Expertise
Be sure your self-storage facility manager has excellent sales abilities. They can play a crucial role in maximizing occupancy levels and market rates, driving business growth. Your on-site manager should also be current on industry trends, technological advancements, and customer preferences. This will ensure the facility remains competitive and relevant in the dynamic self-storage market.
“As a self-storage manager, you spend a lot of time on sales; and that means handling customer objections. Whether you interact with prospects in person, on the phone or online, you need to be able to answer their questions, alleviate their concerns and convince them that your facility is the best choice.”
Inside Self-Storage
In conclusion, the role of a self-storage facility manager cannot be overstated. Their expertise is integral to the smooth functioning and success of your business. One of the most beneficial aspects of having an on-site property manager is being able to immediately respond to customer needs. This hands-on service and personalization are golden. So, invest in skilled management! You will enhance operational efficiency and elevate the customer experience. Plus, you can drive growth and profitability in this competitive self-storage industry.
Boxwell’s founder Rod Bolls envisioned a company where success is measured by the strength of its relationships. At Boxwell, we pride ourselves on cultivating a well-rounded company culture. We strive for a diverse, inclusive team for innovation and creativity. After all, differing perspectives and experiences bring fresh ideas to the table. This enables us to adapt to evolving market demands and stay ahead of the competition.
Boxwell is a leading global provider of portable and relocatable self-storage solutions designed to cater to the diverse needs of businesses worldwide. Our extensive reach encompasses storage facilities across various regions, spanning America, Australia, Canada, Europe, Ireland, Germany, the Middle East, the United Kingdom, and beyond. What sets Boxwell apart is our commitment to delivering fully customizable, exceptionally durable, and effortlessly movable storage solutions that meet the unique demands of every client. So, you can focus on running your operation!
Order 12 or more portable containers or relocatable self-storage units now. Make sure your storage solutions can withstand the test of time and provide reliable service to your clients. Work with a Boxwell representative to decide your ideal unit mix, custom colors, door configurations, and more. Your Boxwell storage units will be shipped flat packed and assembled fast with just a few dozen nuts, bolts, and basic tools. You will be ready to rent them in no time! Check out boxwell.co or call (303) 317-5850 for more information.
