ONeil Software, a provider of software solutions for records centers worldwide, has released Version 4.05 of its RS-SQL software, which includes several upgrades. The software is supported on Windows 8, and RSWeb.net is now supported on Internet Explorer 10.

In addition, several predefined queries have been added to the user grid related to Web-user settings. This feature helps automate searches and is designed to assist with the management of Web users by identifying which users have been assigned certain Web settings.

In Version 4.05, the customer-transmittal feature has been enhanced with user-defined columns functionality. Customer transmittal is used for adding data to existing records and ensuring important data is not modified during the import. With the user-defined columns function, customers can create simplified import formats with only the fields of data they wish to change.

The option to load lists from the file menu for quick additions to a work order was also added for customers who use the Documents feature. If a client sends a list of documents that need to be delivered, the option enables them to be added to the work order simply by loading the list. This function is available in the Document Query and Post dialog.

Additional changes include user access to sub-accounts for greater speed and efficiency and a new scheduling option.

Change is inevitable, said Ian Thomas, executive vice president of ONeil. But embrace it, and your entire record center can become more efficient and rise to new levels.

ONeil serves more than 1,000 records centers in more than 80 countries, ranging from start-ups to multi-national companies. In addition to software, the company specializes in barcode tracking, portable printers, wireless handhelds and Web technology.

Focus Property Group, a Colorado-based real estate investment and development company, has opened an environmentally friendly Greenbox Self Storage facility in Denvers trendy River North district. The 65,000-square-foot facility was constructed with 234 solar panels, energy-efficient insulation and recycled building materials. The company has applied for LEED (Leadership in Energy and Environmental Design) silver certification from the U.S. Green Building Council.

The solar panels are expected to generate 76,394 kilowatt hours annually, which would save an estimated 180,695 pounds of carbon dioxide from being emitted each year, company officials said. The carbon offset will enable each unit to save more than 20 pounds of emissions per month compared to conventional construction, according to the company.

Greenbox chose downtown Denver in part because it is home to 17,000 residents and 44,000 college students who do not have a lot of self-storage options. Over the past 12 years, the residential population has grown more than 85 percent in downtown Denver, said owner Bahman Shafa. There just isnt enough existing storage space to accommodate such growth, so we are thrilled to bring this new, state-of-the art storage solution to Denver.

The River North area is noted for its mix of industrial and creative-minded businesses, such as art galleries, designers and photographers, alongside new, large-scale apartment complexes. Shafa said last year his desire is to build a national self-storage brand by developing environmentally friendly facilities in growing urban residential neighborhoods.

The exterior of the building features a pattern of green and clear glass, as well as an art wall along Brighton Boulevard that showcases work from local artists.

The facility offers 747 storage units and three street-level units suitable for office or retail use. Amenities include computerized keypad access, individual door alarms on select units, climate-controlled units and closed-circuit video surveillance.

Greenbox has two additional self-storage properties under development in the Denver area.

By Nancy Torres

Over the last 15 years, the self-storage business has found a stronghold in Latin America. With a US $4.8 trillion economy, 600 million citizens and a growing middle class, the area has become one of the most dynamic growth regions of the world, thriving with commercial opportunities for local and foreign businesses looking to increase revenue.

Latin America has demonstrated the robustness of its economic resurgence, as nine countries are now top-tier emerging markets, surpassing Asia. Growth leaders are budding in the Andean Region, and its expected that Chile, Colombia and Peru will contend for the highest growth rate in Latin America in 2012.

Drivers of Self-Storage Growth

The Republic of Panama is the country with the highest self-storage growth. Whats driving it? The countrys strong economy, Venezuela expatriates moving to Panama City, logistics companies taking advantage of the Panama Canal, and a tremendous growth of small and mid-sized businesses.

In Chile, while some of the Panama driving factors do apply, the major driver is cultural changes: more divorces and a dynamic global workforce. In addition, self-storage is not a foreign concept anymore, and people are demanding better services.

In Colombia, the high cost of office space is enticing businesses to use self-storage to store inventory, goods and records, therefore maximizing office space.

A common denominator for growth in these countries is new construction, which is significantly more expensive. Residences are smaller than in previous decades. People can no longer afford an extra room just for storage.

Development and Construction

Self-storage development is primarily seen in major cities or on the outskirts. Due to the elevated cost of land, self-storage investors must build up. Multi-story buildings constitute 75 percent of all new construction.

Panama proudly claims the tallest storage building in Latin America. MegaStorage has 11 floors, 10 of which are climate-controlled. The first floor is used for offices and commercial space, and the building also has a basement for parking and non-climate-controlled units.

In Brazil, Chile and Uruguay, theres a tendency for developers to buy old warehouses with the required height of 6 meters or more to build a mezzanine. This system complies with local earthquake regulations and allows buildings to be constructed quickly with significantly lower construction costs and increased overall building efficiency. This is seen primarily in areas where theres no land left for new development.

Another interesting facet to economic development in Argentina and other countries of the region is the emergence of building communities rather than just office buildings or industrial parks. These specialized business and industry districts are planned and include mixed development. Some examples include the Technological District, Intermodal Hub and Pharmaceutical Pole. These communities enable self-storage investors to plan facilities around areas that will have a higher demand for storage.

Marketing Efforts

The nations of Latin America may share a common language as well as demographic and socio-economic characteristics, but consumer needs still vary significantly by country. Understanding the local market and its needs is pivotal to success.

For instance, in Panama, due to the tremendous growth, a price war has started, with move-in discounts ranging from $1 for the first month to the first month of storage and moving a customers goods for free. While beneficial for the customer, this tactic is not good for operators. Fortunately, they are realizing this and shifting to other marketing methods such as rewarding existing customers for referrals and keeping a strong presence on the Internet and social networks such as Facebook.

In Colombia, while using the Internet and social media works in big cities, Yellow Pages are still widely used in country areas, so its imperative that operators advertise in them. The use of sales representatives to visit business and residential complexes to promote self-storage is highly effective in major metropolitan areas.

In Chile, people are demanding better services. Therefore, the major operators understand that building new facilities with as many amenities as possible and building them close to major highways and streets will not only increase occupancy levels but will have a positive outcome in future performance as new players come into the market.

Self-storage is relatively a new business in many Latin America regions, with little market penetration. While this is good for business, the downside is there is little or no knowledge of what self-storage is, which poses an important challenge to operators. A significant effort needs to be put into educating potential customerswhether it's in newspaper, radio or TV campaigns.

Industry Outlook

One of the main challenges in Latin America is the lack of historical and market data, which makes it difficult to conduct a thorough analysis of the region. What we do know is that by 2020, Latin America will have a combined gross domestic product of US $10,700 billion, double that of 2010. Private consumption per capita will reach US $11,143 compared to US $6,360 in 2012.

As consumers' disposable income and purchasing power increases, theyll become more discerning, discriminating and demanding. They will seek higher value brands and services. They will also be more focused on value, convenience and efficiency, not just cost. Finally, there will be an increased reliance on social media.

In any case, one thing is for certain: Latin Americas self-storage growth will still be one of the worlds shining stars.

Nancy Torres is director of business development Latin America for Janus International, a provider of doors and building components for the self-storage industry. In addition to cultivating business in the region, she serves as president for the Latin American Self-Storage Association. Prior to joining Janus, she managed the construction of several self-storage facilities and spearheaded the construction process in Puerto Rico. She can be contacted at [email protected] .

San Diego Self Storage (SDSS) collected a record 16,232 donations last month during its 14th annual Toys for Tots drive. The toys were collected at all 18 of the companys San Diego-area self-storage facilities as well as during a San Diego Chargers home football game on Dec. 16. The number of toys surpassed the previous years total of 10,726.

"Were very pleased to announce a significant increase in the number of toys donated this year over our collection from last year, said J. Terry Aston, managing partner. San Diego residents rose to the occasion. Were grateful for all who donated during the campaign that allows us to provide a meaningful holiday celebration for families who are in need."

The U.S. Marine Corps Reserve Toys for Tots program provides underprivileged children with new toys at Christmas.

Founded in 1972, SDSS provides self-storage in San Diego, Los Angeles and Orange counties. The company is locally owned and operated.

The Bethlehem, Pa., Planning and Zoning Commission voted unanimously, 4-0, yesterday to prevent a proposed self-storage facility from being built on the site of a former car dealership. Developer Bellante Properties had proposed a five-story facility, but the commission rejected the project, in part because it believed 24-hour access would create too much traffic in the neighborhood.

Bellante owner Vince Fantozzi argued the self-storage facility would create less traffic than the car dealership once did. The property has been vacant for three years. Fantozzi had proposed renovating the existing onsite structure in addition to constructing a new multi-story facility on the property.

Being that its a property that has been vacant for a number of years and a blighted property, we feel this will be an advantageous use to the property, Fantozzi said.

Local business owners had mixed opinions on how the proposed facility would fit into the areas revitalization efforts. Bob Young, owner of Bethlehem Gallery of Floors, spoke in support of Fantozzi, commenting he believed the facilitys design would enhance the property.

The commission rejected the proposal anyway, with director Darlene Heller arguing the site is easily developable for some other use.

U.K. self-storage operator Big Yellow Group PLC announced it will offer up to 10 million new shares of company stock in an attempt to pay down debt, increase dividends and expand its number of locations. The shares will comprise 7.5 percent of the companys issued share capital and be offered to existing shareholders and new investors.

The companys goal is to achieve an increased payout of 80 percent of adjusted earnings per share beginning with the fiscal year ending March 13, 2014, officials said.

The move would also enable the company to begin development at three self-storage properties, estimated at £14.3 million (approximately $22.6 million).

"We hold the view that on a long-term basis, lower-leveraged businesses produce higher returns to shareholders, while enjoying less volatility," said Nicholas Vetch, executive chairman. "This equity raise allows the board to accelerate its stated strategy of deleveraging while giving the company some flexibility to expand its portfolio of stores and consolidate its brand dominance in London and the Southeast."

Four board members, including Vetch, indicated they would collectively invest up to £320,000 ($505,000) during the share offer.

Big Yellow Group operates 66 self-storage locations in the United Kingdom under the Big Yellow Self Storage brand name, with most concentrated in Greater London. The portfolio comprises 4.2 million square feet.

Customers are the lifeblood of a service-oriented business like self-storage. To retain existing tenants and attract new customers, facility employees need customer-service skills. But what does that mean exactly?

Is customer service about simply providing the product the customer seeks from you? Is it giving in to a demand that is perhaps not part of your offering? Is it in the way you package the product? Or the way you allow customers to pay? Is customer service about what the customer requires, expects, demands, needs or all of the above?

A Personal Experience

I recently went to the store to buy a present for my wife. Not being a sophisticated (or willing) shopper, all I had to go on was a broad description of the product she wished to have. A woman greeted me at the entrance: "Is their anything I can help you with?" Of course, being the macho man I am, I said, "No, thank you."

After 15 minutes of looking in the general area where I thought I might find the item, I finally gave up and returned to the sales representative. Not only was she willing to help, she walked me over to the correct area, helped me pick out the right product, and then walked me up to the cashier. "This young man has found the perfect gift for his wife," she told the cashier with a smile. "Can you wrap it for him before he checks out?" I paid for my now wrapped gift. On my way out, the sales rep concluded my visit with, "Thank you for shopping with us. I hope you have a wonderful day."

Several things should be noted here as a lesson to all of us in the business of self-storage operation:

• Not everyone needs help, but the offer is nice should you be the one to require it.
• The sales rep provided help without making me feel like an idiot. Her assistance was sincere and courteous.
• The sales rep went above and beyond when she suggested the gift be wrapped. I didn't feel pressured, and yet I couldn't say no. In the end, she saved me time and effort and increased her sales total.
• Saying, Thank you for your business is customer service at its finest.

Believing in Customer Service

When someone enters your self-storage office to rent a unit, do you greet him with a smile and ask if you can help? Do you take the time to show him a unit and demonstrate how the doors work, then point out the clean, wide driveways that make moving in easier and more pleasurable? Do you emphasize your amazing security system, including the cameras, gate access and lighting?

When a new customer is signing the rental agreement, do you offer items that will help him move in, such as boxes and tape? Do you talk about how tenant insurance can safeguard his belongings? When the transaction is complete, do you make it a point to thank him for his business?

These are simple things, ones every operator should do during every customer transaction. But if we dont regularly remind ourselves that these gestures can make the difference between a happy and unhappy customer (in the case of the latter, maybe one who goes to our competitor), we may find our sales are not climbing as fast as wed like.

Customer service is an attitude in which you have to truly believe to make it work. You have to live it every day, all day long, and always say thank you. It truly does have a positive impact.

Here are a few customer-service tips that can make a big difference when someone new walks into your premises:

• Display a sign outside welcoming customers to your facility. You can use an A-frame with removable sheets or a display box with a removable front.
• Hang a poster in your office with a cheerful welcoming. If you have an electronic sign, change the welcome message every day.
• Send the customer a postcard after the rental process is complete. A simple Thank you for renting with us can serve two purposes: It confirms the address the customer gave you and demonstrates your gratitude.

There are many simple and inexpensive ways to show customers you appreciate them. Take a minute out of your busy life and resolve to find some. The payoffs are great, and youll stand out from your competitors as a self-storage manager who really cares. Remember, customer service is an attitude. Live it daily and youll have a happier group of family, friends and customers.

Mel Holsinger is president of Professional Self Storage Management LLC, which oversees the operation of more than 40 facilities in Arizona, Colorado and Texas. Holsinger has been in the self-storage industry for more than 25 years. To reach him, call 520.319.2164; e-mail [email protected]; visit www.proselfstorage.com.

Real estate investment trust Sovran Self Storage Inc. has purchased Icon Secure Storage in Aurora, Ill., near Chicago. The three-story facility comprises 71,824 square feet in 768 units. The acquisition was made by Sovran Acquisition LP, and the facility will be rebranded as Uncle Bobs Self Storage. Financial terms were not disclosed.

Property amenities include a retail office with marble, porcelain and granite; a two-bedroom, two-bathroom managers apartment; drive-in access to the main and lower levels; two high-speed elevators; 24-hour keypad access; and individually alarmed units. The site is visible to more than 24,000 vehicles per day along Route 31.

The seller was represented by Sean M. Delaney, an associate vice president of investments in the Chicago Oak Brook office of Marcus & Millichap Real Estate Investment Services. Delaney, who is also a director in the firms National Self Storage Group, had exclusivity to market the property. Sovran was represented by Angelo Tomasello, president and CEO of The Locke Group in Williamsville, N.Y.

Marcus & Millichap has more than 1,000 investment professionals in offices nationwide. The companys three Chicago-area offices last year closed more than 345 transactions totaling $1.42 billion.

Since its inception in 1998, The Locke Group has been primarily engaged in negotiating on behalf of Sovran with self-storage owners for the acquisition of their properties.

Sovran operates more than 460 self-storage facilities in 25 states, with a large presence in Texas.

Uncle Bobs Self Storage, the operating brand of Sovran Self Storage Inc., recently signed contracts to assume third-party management of five self-storage facilities. Each property will be rebranded as Uncle Bobs and integrated into the companys management platform.

Four of the agreements were signed during the fourth quarter 2012 between unaffiliated owners and Uncle Bobs Management LLC. The fifth was executed this month. The number of managed self-storage properties under the company now totals 71, including those under joint-venture agreements.

We are excited to forge new relationships with the owners of these facilities, said Jack Rogers, vice president of business development.

The facilities comprise more than 400,000 square feet and are located in areas where the company already has a market presence:

• 1907 Campostella Road, Chesapeake, Va.
• 6331 North Broadway St., Chicago
• 802 E. Richey Road, Houston
• 114 Joann Lane, Mooresville, N.C.
• 1835 Olive Road, Pensacola, Fla.

Sovran is a real estate investment trust that operates more than 460 self-storage facilities in 25 states, with a large presence in Texas.