Self storage is in the midst of a management model overhaul. From online booking to self service unit access, customers have come to expect a streamlined self storage experience.
New technologies are enabling operators to meet those needs while also pushing them to ask fundamental questions about their operational models.
In this post, we’ll cover the three main management models in use today:
Each of these approaches has its strengths, so we’ll break down which model works best for which types of facilities.
This is the traditional approach, where a facility is fully staffed with on-site personnel who handle all aspects of the operations, from rentals to maintenance, security, and customer service.
While the on-site model offers a great degree of customer interaction, more operators are moving away from this setup because of its high overhead costs and overly manual processes.
Relying on a jack of all trades to handle every aspect of the business means they are a master of none. Technology, automation, and specialized third-party managers are often able to handle many of the workflows better and more efficiently than one single operations manager.
On-site Staff: An operations manager is typically on-site for standard business hours to engage with customers and manage the core functions of the property.
Hands-on Management: For better or worse, many of the workflows, like answering incoming calls, planning and executing marketing campaigns, and billing, are overseen by one person: the operations manager.
Face-to-Face Customer Service: Having someone on-site does allow for a more personalized experience for tenants because they interact with the same person every time they visit the facility.
Remote self-storage management refers to a model where the majority of the facility’s operations are managed off-site, using technology, automation, and cloud-based software.
This model allows operators to oversee multiple storage locations without the need for on-site staff. Using remote management, everything from reservations, billing, access control, security monitoring, and even customer service is handled remotely.
Because this model is built on an infrastructure of technology, mission critical workflows can be streamlined and automated.
For example, prospective tenants can review units online and rent an open unit without ever having to speak to someone from the facility. Once they have the unit rented, tenants can also access it using a code for a smart lock.
Remote doesn’t mean there’s never anyone on site. Boots on the ground resources are still deployed to take care of routine maintenance and repairs when they’re required.
Fully Automated Operations: Functions like unit rentals, payments, and customer service inquiries can be automated through a centralized software system. This allows for 24/7 operations without requiring staff to be physically present.
Remote Monitoring: Security and surveillance systems are often cloud-based, allowing managers to monitor activity and access in real-time from any location.
Cost Efficiency: Since no on-site staff is required, remote management helps reduce overhead costs, such as wages, benefits, and facility management expenses.
Scalability: This model is ideal for businesses that want to manage multiple storage facilities from a central location, reducing the need for physical presence at each site.
Hybrid self-storage management combines the best of both worlds, blending remote operations with a physical on-site presence.
Administrative tasks such as billing, reservations, and customer service are handled remotely, while certain on-site operations—like maintenance, security, and in-person customer assistance—are managed by local staff.
This approach offers flexibility and allows operators to benefit from the efficiency of remote management while still maintaining a physical presence at the facility.
Hybrid works best for larger facilities that need personnel on-site but also want to leverage the efficiencies of automation and emerging technologies.
If you’re working with a third party management company, they can often work with your existing staff, making the transition easier.
Blended Operations: Administrative functions are typically automated and handled remotely, while physical tasks like cleaning, security patrols, and assisting customers are performed on-site.
On-Site Staff: Hybrid models often involve a small on-site team to provide customer support, ensure security, and perform maintenance duties as needed.
Flexibility: This approach allows for greater flexibility, as the operator can adjust the amount of remote or on-site presence based on the needs of the facility.
Customer Experience: With on-site staff available, customers can have face-to-face interactions, making it a more personal experience.
The right management approach depends on the needs of your self-storage business. Remote management works well for small and mid-sized properties. However, larger facilities typically run best with a blend of on-site staff and technology, making hybrid the ideal approach.
Want to optimize your facility operations? Schedule a some time with our team to get a personalized management plan to maximize your ROI.
