When investing in a self-storage facility, the next step after finding the right property is to secure financing. To do this, you need a detailed loan request that allows lenders and brokers to clearly understand your objectives and determine the best funding avenue for your needs.

It’s important to present a thorough and accurate package to prospective lenders because all details will be fact-checked. Failure to do so could result in a dearth of bids from lenders. The following steps will help you assemble a strong loan package, outlining the information it should contain.

Understand the ‘Ask’

To begin, you must understand the “ask” you are creating. Different types of financing will require different asks. For example, a construction financing would need a different loan structure than a refinancing because these two situations have different long-term goals. To ensure your loan meets your needs and the ask will be successful, think critically about your investment strategy in the near and long term.

Different loan structures have different criteria, such as interest rate, amortization, loan amount and terms, all of which should be made clear in the ask. It’s important to present the correct ask for the right type of lender.

Identify Lenders

Once you’ve perfected the ask and loan structure, your next step is to identify lenders. It’s important to find those who understand the self-storage asset class. Ideally, you want several options. While it may appear that banks with which you have an existing relationship are offering the best quotes, you want to ensure you’re getting the best terms. The only way to do that is to create a bidding process. Having options will keep you in control and result in the most promising outcome.

Remember that lenders will try to negotiate and offer different terms from what you originally asked. Having a trusted adviser to work with you through the bidding process will ensure you not only ask for the right things, but that you’ll get the structure and terms you want.

Package Your Loan

After you’ve selected a lender, create a detailed loan package that outlines the deal. There are a few steps to this, and all of them are important to the process. Here’s what you need to include, in order of appearance:

• Loan summary: This is an abstract of the proposed deal. It introduces the transaction and its appeal, without overloading information.
• Property summary: This provides more details about the property and its physical qualities.
• Operating history: This is an important outline that will be closely examined by lenders. It should include details on the property’s financials and operation. When presenting the information, highlight any one-time expenses, as they can be excluded from the lender’s analysis.
• Location overview and demographics: This section highlights the property’s location and the demographics of the area. It’s good to note things like large business headquarters, multi-family housing developments, new housing construction, colleges and military bases.
• Market analysis: This detailed section should compare the subject property to surrounding self-storage facilities. You’ll want to include a rent-comparison analysis to illustrate how unit rates compare and a rundown on how physical occupancy stacks up across the competition. You should also have an idea of any new construction projects on tap for the area.
• Borrower biography: This will be about you and any business partners. Include a biography that lists any qualifications that confirm your experience. Lenders will research anyone who has at least 20 percent ownership in the company.
• Property management: Lastly, this section details your management experience and the qualifications of the onsite staff. You should discuss how you’ll compete in the market and provide any success stories that illustrate customer satisfaction.

Seek Professional Advice

Now that you know what it takes to create a loan package, you’re ready to begin the process. While it’s possible to follow these steps to create your own request, consider working with a professional adviser who has your best interests in mind.

Experienced professionals in the debt and equity space have relationships with different lenders and can help you perfect your ask. They’ll also ensure you have several lenders bidding through the process, as opposed to a single bid from a bank. This will help you obtain the best terms for the deal. Look to work with an adviser who is knowledgeable about the self-storage industry and has experience in these types of loans.

Jay J. Crotty is a managing partner with SkyView Advisors (formerly BayView Advisors), a national investment sales and advisory firm focused exclusively on the self-storage market. Jay provides a range of advisory services including acquisition, disposition and recapitalization strategies, asset valuation, joint-venture structures, and debt and equity finance strategies. The SkyView team has completed more than $1 billion in transactions throughout their careers. For more information, call 813.579.6363; visit www.skyviewadvisors.com.

Update 1/8/18 – Closetbox recently added 10 new markets in nine states to its service area. The markets are Baton Rouge, La.; Canton, Ohio; Central Pennsylvania; Chattanooga, Tenn.; Durham, N.C.; Huntsville, Ala.; Jackson, Miss.; Knoxville, Tenn.; and Tulsa, Okla.

In Pennsylvania, the company has opened a warehouse at 1074 E. Main St. in Mount Joy that will serve as the storage facility for customers residing in Camp Hill, Hanover, Harrisburg, Hershey, Kutztown, Lancaster, Lebanon, Reading, York and surrounding areas, according to the source.

Closetbox now serves 88 markets in 38 states and Washington, D.C. It has 206 locations comprising more than 26 million square feet of storage space.

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10/27/17 – Closetbox is now offering valet self-storage services in Fayetteville and Goldsboro, N.C., and Wilkes-Barre, Pa. The two North Carolina markets are near Raleigh, where the company was already providing pickup and delivery service. In Pennsylvania, it also serves the Philadelphia market, according to its website.

“We are excited to join the communities of Fayetteville, Goldsboro and Wilkes-Barre and help people get some valuable time back by providing them with a full-service storage solution,” Mollmann said in a press release.

Closetbox now serves 78 markets in 36 states and Washington, D.C. It has 165 locations comprising 26 million square feet of storage space, according to the release. Items are stored primarily in climate-controlled warehouses. Its service fleet includes more than 3,000 vehicles.

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7/18/17 – Closetbox is now offering valet self-storage services in Des Moines, Iowa, and the surrounding vicinity. Pickup and delivery service extends to suburbs such as Ames, Creston, Marshalltown, Newton, Osceola, Pella and West Des Moines, according to its website.

“We are happy to report that our unique service has taken off across the country like wildfire,” Mollmann said in a press release. “With our success, Closetbox’s continued focus will be offering customers new and innovative ways to store their belongings without the hassle of traditional storage.”

Future initiatives include international expansion and development of a “new digital experience” for customers, the release stated.

Closetbox now serves 75 markets in 36 states. It has 150 locations comprising 10 million square feet of storage space, according to the release. Items are stored primarily in climate-controlled warehouses. Its service fleet includes more than 3,000 vehicles.

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2/27/17 – Closetbox is now offering valet self-storage services in the Greater Chicago area. Pickup and delivery service extends to suburbs such as Evanston, Joliet and Naperville, as well as some Indiana communities, such as Gary and Valparaiso, according to its website.

“Expanding into the country's third largest market took time but was worth the wait for Chicagoans because our best-in-class solution offers a better value than competitive offerings,” Mollmann said in a press release. “Our storage solutions are perfect for this region given the fours-seasons climate and large contingency of urban dwellers.”

Closetbox now serves 64 markets, the release stated.

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11/17/16 – Closetbox is now offering valet self-storage services in the Boise, Idaho, area. Pickup and delivery service extends to suburbs such as Caldwell, Eagle and Nampa, as well as Fruitland, which is 50 miles from Boise. Closetbox is now in 54 markets in 24 states, according to its website.

"Boise has some different market dynamics for our business. It's a bit unlike our typical markets, which have mainly been major metros or big towns just outside of major cities,” Ryan Evans, director of operations, said in a press release. “Everyone here is excited to see how our product and process will be received out here."

Though the company considers Boise and the surrounding region “remote,” its warehouse is strategically located to optimize speed of service. "One big advantage in Boise is that our warehouse is centrally located between Boise State University and the airport,” Mollmann said. “That should speed up our pickup and delivery times for our customers.”

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11/1/16 – Closetbox has continued its aggressive expansion and now offers valet self-storage services in 53 markets in 24 states, according to a press release. The latest cities to receive service include Colorado Spring, Colo.; Las Vegas and Tucson, Ariz.

The Las Vegas operation will serve a wide area stretching from as far south as Boulder City, Nev., to as far north as Summerlin, Nev. "I'm excited about opening Las Vegas. It had been on our radar for a long while, and we were finally able to get all of the pieces in place to start serving the demand for full-service storage,” Mollmann said in a press release. “The response so far has been great."

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12/11/15 – Closetbox, a startup business specializing in valet self-storage services, has expanded operation to 24 markets since launching in Denver last spring. New markets include Atlanta, Cincinnati, Houston, Indianapolis, Los Angeles, New Orleans, San Francisco and Seattle. CEO Marcus Mollmann was able to scale the business quickly after securing nearly $2 million from 21 investors last fall, according to the source.

The expansion includes areas that haven’t experienced much valet-storage penetration, such as Atlanta, Cincinnati, Indianapolis and Northern Virginia. Other metro areas like Los Angeles, San Francisco and Seattle were among the major markets where several valet operators first launched pickup and delivery services in 2013.

Closetbox service differs from that of some valet-storage operators by allowing customers to reserve a set amount of storage space in addition to storing items by the box. Belongings are stored in climate-controlled warehouses. The company’s Denver location comprises 25,000 square feet, which Mollmann equates to around 75,000 to 85,000 square feet for storage purposes or the equivalent of a traditional 1,000-unit self-storage facility, the source reported.

Closetbox uses an online platform that allows customers to schedule free item pickup, print barcodes to affix to boxes and oversized belongings, and keep track of items using a private dashboard. It operates in 24 municipal markets in 11 states and Washington, D.C.

The Storage Guy, a company that operates five self-storage facilities in Wisconsin, has expanded its Middleton location. The $4 million investment at OW Storage, 4373 Schwartz Road, included the addition of 105 new interior units and outdoor parking for vehicle storage. The project began last June and was completed in late December, according to the source.

The new units are available in a range of sizes, and each has power for trickle chargers. The paved lot includes 200 parking spaces measuring 11 feet wide by 40 feet long. The property features perimeter fencing, PIN-controlled gate access and security cameras.

Although there are several storage facilities in the area, there was a need for more space, according to Jeff Daugherty, who co-owns the company with business partner Jim Wills. “People are in love with their stuff. These storage spaces have become an extension of their home,” said Daugherty, who has worked in commercial real estate for more than three decades. He and Wills launched the storage business in 1996 after purchasing the land as an investment.

“We wanted to generate income, and that’s how we came up with storage. It’s a very stable investment,” Daugherty said. “The little bits and pieces that are storage are less risky [than office space], but they generate serious income.”

The partners also operate HideAway Storage and Schneider Storage in Middleton, and Springfield Mini-Storage and Springfield Storage Condominiums in Dane, Wis. In addition, they own Schneider Business Centre and Twin Valley Commercial Condos, also in Middleton.

Andover Properties LLC, which operates the Storage King USA self-storage brand, has acquired AAA Storage Hwy 27 & Postal Center in Minneola, Fla. The property at 995 US-27 comprises 75,000 square feet of storage in more than 600 units. Andover plans to modernize the facility by rehabilitating the older structures and adding security and lighting, according to a press release.

The site is near existing and planned residential developments as well as retail stores and fast-food eateries. The population of Minneola, a suburb of Orlando, has been experiencing strong growth, and the city recently received its own exit on Florida’s Turnpike, according to Michael Wachsman, Andover’s director of acquisitions.

In November, Andover purchased a 3-acre parcel in Homestead, Fla., on which it plans to build a 110,000-square-foot self-storage facility. The property will feature one multi-story, climate-controlled building as well as several single-story structures with drive-up units. It’s expected to be complete late next year.

Founded in 2003 and based in New York City, Andover owns and operates 28 self-storage facilities in nine states, totaling nearly 1.9 million rentable square feet of storage space in 15,650 units. The firm focuses on the acquisition, development and management of industrial, retail and self-storage facilities, primarily in the North and Southeast.

 

Update 1/17/18 – Westport Properties has completed construction on its self-storage facility at 1396 N.E. 125th St. The US Storage Centers location comprises 147,027 square feet in 1,200 units. Westport partnered with The Feldman Cos. on the development, according to a press release.

The property features alarmed and climate-controlled units, covered loading and unloading areas, elevators, non-gated keypad access, and video cameras. It also offers boxes and moving supplies for sale. The facility is Westport’s seventh in the Miami market.

“North Miami is a vibrant, growing area that is sought after by anyone looking for a wonderful climate, demographically diverse and economically strong area to live, work and play,” Byerly said. “US Storage Centers has a very large presence in South Florida, specifically Miami and Fort Lauderdale. We will continue to look to grow our presence in the coming years, as the market allows, and will continue to operate here for years to come.”

The Feldman Cos. is a privately owned real estate development, construction-management and investment company. It has completed more than 1 million square feet of ground-up development and has 600,000 square feet in various stages of entitlement and construction, the release stated.

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1/7/16 – CRP/Westport Self Storage Dixie, a joint venture between Westport Properties and investment firm The Carlyle Group, has secured a $10.4 million construction loan for the US Storage Centers project on Dixie Highway. Financing was provided by Branch Banking & Trust Co., according to the source.

The developer acquired the Miami property in October for $1.4 million and could be planning additional self-storage projects in the area. The joint venture also acquired properties at 1396 N.E. 125th St. as well as 12380, 12400 and 12450 N.E. 13th Place in North Miami for $3.6 million under CRP/Westport Self Storage 125th LLC, the source reported.

The Carlyle Group is a global alternative asset manager with $188 billion of assets under management in Africa, Asia, Australia, Europe, the Middle East, North America and South America, according to its website. The company specializes in aerospace, defense and government services, energy, financial services, healthcare, real estate, technology and business services, telecommunications, transportation and other industries.

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10/21/15 – Westport Properties Inc. (WPI), which operates 86 self-storage facilities under the US Storage Centers brand, recently received approval to develop a storage facility at 15555 W. Dixie Highway in North Miami, Fla. The five-story facility will comprise 123,000 rentable square feet and is expected to open in the spring of 2017, according to a press release.

The asset will feature climate-controlled units, a security system and site amenities, company officials said.

“Our development pipeline is very full, and all of the facilities are designed to meet tomorrow’s standards and the growing demands of our customers,” said Charles Byerly, president and CEO. The company recently opened a flagship location in Alhambra, Calif., and entered the Nevada market in August.

“Our first storage project, which is still in our portfolio, was built in 1985, so at our core, we are developers,” added Drew Hoeven, president of real estate. “We are long-term owners, and when we build, we put a high premium on quality and features that will last for decades to come. This project is no different.”

Founded in 1985 and based in Irvine, Calif., WPI is a real estate investment company that acquires, develops and operates self-storage facilities as well as provides third-party management services. It’s portfolio comprises more than 6.5 million rentable square feet in 13 states. It's affiliated with Westport Memphis Self Storage LLC.

Sources:
PRWeb, US Storage Centers Announces North Miami Development Project
South Florida Business Journal, BB&T Lends $10.4M to Build Self Storage Center

“Most of us spend too much time on what is urgent and not enough time on what is important.”
~Stephen R. Covey

Operating a self-storage facility is just like running any other kind of business: It’s easy to get caught up in the minutia and forget about the things that make you outshine the competition.

In his book “The 7 Habits of Highly Effective People,” Stephen Covey lays out a road map of success. Habit No. 7 is to “sharpen the saw,” which means setting aside time to improve yourself, or in this case, your self-storage business. Sharpening your saw will not only keep your operation running smoothly, it’ll lead to greater accomplishment.

One area that always seems to fall low on a storage owner’s list of things to improve his business is to conduct an internal audit. I’m the first to admit that facility audits aren’t the most exciting thing to do, especially when there are other fires to put out; but they’re the most valuable tool you have in your arsenal to maintain and improve your bottom line. Here’s why audits are key to sharpening your saw.

Why Audit?

Think of each audit as a report card. Just as learning must be tracked when getting an education, processes and procedures must be tracked in business. If you don’t consistently track, how will you determine if things are being performed to the expected standard? Audits are essential to understanding where you need to improve. If you’re not constantly progressing, you’re losing ground to the competition.

Audits are effective in determining where your staff needs additional training. Without input from you, team members will go about their jobs thinking they’re meeting expectations. If not taught differently, they may think it’s acceptable to clean a vacant unit with only a broom, not knowing they’re also expected to wipe down the walls, vacuum the corners, perform any necessary door maintenance and remove any stains. Train managers based on your expectations, then periodically monitor their performance through auditing.

Audit Types

The areas of focus for an audit can vary from operation to operation, but here are four types of evaluations to strongly consider.

Unit audit. Inspect all vacant units for cleanliness and proper function. Also verify that all rented units have customer locks, and all vacant units have store locks. It’s not my intention to imply wrongdoing, but facility managers have been known to do things “under the table,” and finding a vacant unit with a customer lock is a red flag that requires investigating. It could be a simple mistake. Perhaps the wrong tenant was vacated, or a customer moved into the wrong space. Unit audits will reveal these things and minimize embarrassing surprises.

File audit. While each storage business may have different requirements for what goes into a tenant’s file, certain items should always be included such as a signed rental agreement, any tenant-information sheets, a copy of the tenant’s driver’s license, signed insurance forms, military addendums, vehicle registrations, and so on. Not only should these be in the tenant’s file, they should appear in a specific order so they’re easy to locate. You don’t want to get into the lien process only to find you don’t have a signed agreement or discover the name on the lease doesn’t match the tenant’s name in your management software.

Maintenance audit. This will vary from one facility to the next, but all storage properties have some form of regular maintenance that should be done. When was the last time the HVAC filters were changed? Is the correct type of filter being used? Is gate maintenance being conducted regularly? Are golf-cart batteries being kept full of distilled water? How long has it been since anyone checked the roof for issues? There are many ongoing items to consider, and failure to keep tabs on them could be an expensive mistake.

Financial audit. This is typically done away from the office by whomever does your book-keeping, but there are also regular items that should be checked during store visits, such as petty cash. Are funds being tallied each day? Are they accurate? Are there receipts for outstanding funds? Is the cash drawer balanced? Is the money taken in each day being deposited at the bank within the allotted timeframe? There needs to be a daily tracking system in place, especially if you have more than one person handling money. An audit will ensure these tasks are being performed correctly and in a timely manner.

Other areas that can be audited include marketing, inventory and lead tracking. Think about where your business may be falling short or could be improved to help determine which areas should be emphasized.

Audit Frequency

This really depends on the importance of the audit, what you want to accomplish, and the needs of the specific facility. If a store team is weak in maintaining tenant files, conduct a file audit every time you visit the location until you’re comfortable with the team’s performance. Once you’re satisfied with how well staff is keeping the files, consider reducing the frequency of this audit to once per quarter.

Audit frequency depends heavily on what you find. If I’m doing a unit audit and every space examined looks spotless, I might inspect only five or six instead of every vacant unit. On the other hand, if three of the first four units I look at need cleaning, I’ll examine every unit available and conduct immediate training on expectations.

Certainly, if a facility has a known deficiency, auditing must be done more frequently until the problem no longer exists. Your schedule depends entirely on your expectations as an owner and how confident you are that they’re being met.

Audits are multi-purpose. They can be used to verify expectations, train for deficiencies and reward for exceptional performance. I can’t stress that last point enough. Self-storage staff are typically underpaid for the work they do. A little recognition for a job well done goes a long way toward making great employees even better and keeping your business saw sharp.

Monty Rainey is owner of RPM Storage Management LLC, a Texas-based third-party management company that also performs self-storage feasibility studies, due diligence, staff hiring and training, and more. Prior to launching RPM in 2014, Monty served as a district manager for a self-storage real estate investment trust as well as a property-management firm. In his career, he’s led the successful management of more than 100 properties in Colorado, Oklahoma and Texas. For more information, call 830.832.9496; visit www.rpmstoragemanagement.com.

Update 1/5/18 – The planning and zoning commission this week approved Clisham’s application to build a 60,000-square-foot self-storage facility on Meriden-Waterbury Turnpike. Commissioners Robert Hammersley and Dagmara Scalise opposed the project, according to the source.

“I don’t think that it’s a proper place. I don’t think it’s the best use of that property,” said Hammersley, who’d prefer to see a retail or office project built on the site. He added that self-storage facilities are better suited for industrial areas.

Commission chairman Michael DelSanto, however, said the area needs more storage and the proposal fit well with the community. “This business going there is a clean business. The look was good, the use was appropriate,” he said.

Although there has been some development along Meriden-Waterbury Turnpike, it hasn’t been “as much as we’d like,” DelSanto said. Business growth has slowed since the collapse of a development retail project that would’ve attracted businesses along Connecticut Route 322. “That hurt a lot of the chances on 322,” he added.

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3/17/17 – Self-storage owner J.R. Clisham has a former farmland under contract in Southington, Conn., on which he intends to build a CT Self Stor facility. Clisham has submitted preparation plans for a 4-acre parcel at 1588 Meriden-Waterbury Turnpike. The site is owned by the Superior Network of Cos., a family-owned business specializing in construction equipment, products and services, according to the source.

The site was also formerly a nursery and landscaping business. Though it includes a 5,500-square-foot building constructed in 1940, Clisham wants to clear, grade and fill the property. The prep work includes the installation of drains, the source reported.

Superior’s headquarters is just east of the property, and several of the company’s divisions operate in the area. Though Superior was holding the proposed self-storage site for future expansion and didn’t list it on the market, it accepted Clisham’s purchase offer contingent on the project’s approval, according to the source.

The project must be approved by the conservation commission, which will hold a meeting at the property on March 16. The commission sometimes holds meetings onsite to understand how wetlands are impacted by development, vice chairman James Sullivan told the source. A stream runs along the back of the property. “It’s hard on a map to see exactly what we’re dealing with,” Sullivan said.

CT Self Stor operates four self-storage facilities in Connecticut.

Sources:
My Record Journal, Storage Facility Proposed on Former Farmland in Southington
My Record Journal: Southington PZC Approves Self-Storage Facility for Meriden-Waterbury Turnpike

GreenSpace Holdings LLC, a self-storage development firm specializing in multi-story facilities using a patent-pending building design that incorporates surplus shipping containers, has partnered with an unidentified investment group in Texas to build at least 50 facilities across the nation in the next eight years. The properties will be multi-story and climate-controlled, with the majority owned by both companies “as part of a long-term investment strategy,” according to a press release.

"I can't tell you how pleased we are to have entered into an agreement of this magnitude with such a high-net-worth investment group," said David Ledoux, co-founder and chief financial officer of GreenSpace. "We have been working on this deal for several months, and we feel very comfortable with not only the terms of the agreement but, more importantly, with the integrity and character of our investor. Getting a deal like this done within 24 months of startup speaks volumes to the depth and sustainability of our intellectual property, and we just couldn't be more pleased."

GreenSpace uses stacked shipping containers to create its multi-story structures. Projects in Houston and Pearland, Texas, were expected to be complete last month. The Houston property comprises 133,000 net rentable square feet, while the three-story facility in Pearland has 96,000 net rentable square feet of storage space in 1,017 units. Both facilities will be managed by self-storage real estate investment trust CubeSmart and branded under its name.

The company describes the 50-facility plan with its new investment partner as phase two in a six-phase business strategy. It has begun vetting properties in the Houston area as well as the Midwest, Pacific Northwest and the South, the release stated.

"The opportunity to build 50 stores for one investor is exciting; but we are also pleased that this transaction provides us with the resources to build facilities for other investors and developers who have either already contacted us about their projects or for those who learn about us in the future," said Rick Stockton, who co-founded GreenSpace with Ledoux.

Based in Houston, GreenSpace launched its shipping-container design in 2015.

Phoenix-based U-Haul International Inc., which operates more than 1,300 self-storage locations across North America, has converted a former Piggly Wiggly grocery store in Saukville, Wis., to self-storage. U-Haul Moving & Storage of Port Washington at 835 E. Green Bay Ave will host a Jan. 11 ribbon-cutting ceremony. The event, 3-5 p.m., will include refreshments, giveaways and facility tours, according to a press release.

The location opened in a limited capacity in June 2016 with truck and trailer rentals, U-Box portable-storage containers, and moving and packing supplies. The renovated building now comprises 40,901 square feet of storage space in more than 130 units.

"We're excited to reveal the work we put into revitalizing this building," said Mike Schneider, president of the U-Haul Co. of South Eastern Wisconsin. "We're introducing this top-of-the-line facility and our new U-Haul Truck Share 24/7 self-service program, which offers Saukville the latest, easiest and most secure truck-rental process in the industry."

U-Haul has several conversion projects underway, including an abandoned strip mall in Baraboo, Wis. The facility opened in November with a temporary showroom, offering moving and packing supplies, truck and trailer rentals, professional hitch installation, and U-Box portable-storage containers.

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.

No matter what industry you work in, you must understand the customer experience starts online, not when a prospect walks through your door. The hard truth is companies without a Web presence don’t exist in the eyes of many consumers. For that reason, it’s imperative that your self-storage business offers a seamless, consistent online experience.

If you’re hesitant to invest time and money into your Web presence, remember that prospective customers spend just as much—if not more—time interacting with you online as they do at your facility. You wouldn’t want them to communicate with a lousy manager, so why would you be satisfied to have them interact with a bad website? Here are five online tools you can use to provide a better experience.

Tool 1: Volume Calculator

Moving can be an exciting time for your customers, but also an incredibly stressful one. As a self-storage operator, it’s up to you to make the process as straightforward as possible. Offering a volume calculator on your website allows prospects to quickly visualize how much stuff they have and how much room they’ll need to rent at your facility.

The process of filling out the calculator will already be a tremendous step in the customer’s journey, but it also gives your team an accurate assessment of the job. Ask for the user’s e-mail address so you can send him a copy of his results; and remember to include a “proceed to book” button so he can rent from you afterward.

Tool 2: Instant Quote

Offering an instant-quote tool on your website brings massive benefits to you and prospective customers. For you, a real-time quoting engine is more efficient and accurate than any manual process.

It also means you’re available for potential renters 24/7. No matter what time of day, once customers begin to consider self-storage, your quote tool can give them the chance to see what you offer and how you can help them. Hopefully, it will also allow them to immediately start the rental process. Finally, it also provides customers with instant gratification and initiates their relationship with you.

Tool 3: Downloadable Guides or Checklists

Offering downloadable guides or checklists on your website helps diminish the overwhelming feeling that’s often involved in a move. Even if you’re already known as the best storage company in town, providing prospects with something free and useful, such as a moving-day checklist, shows you go above and beyond to provide the best experience possible. They’ll remember that when a friend asks, “What self-storage company do you use?”

Tool 4: Customer Portal

Each business will have different offerings in its customer portal, but the general idea is to allow the user to see business records, transactions and requests. Think of it as his personalized dashboard.

Going paperless and offering documents online is a necessity these days. In addition to environmental reasons, customers expect businesses to be digitally savvy and efficient. They want to review records and communicate with your team from their smartphone screen. On the other side, make sure your staff has the resources to go digital.

Tool 5: Live Chat

Many e-commerce websites have added live-chat features to provide real-time answers to customers rather than risk them going elsewhere. Allowing them to chat with your help desk builds their confidence in your brand while improving your conversion rates. Live chat provides real-time convenience for them, and gives you a competitive advantage.

If you decide to implement this, make sure your chat agents have enough knowledge about your storage facility to answer queries and that they speak like humans. Robotic chat isn’t what customers want!

All these tools are geared toward providing a better customer experience, but they also give your storage business greater analytics. In the Internet age, everything you do as a company is trackable with data and reporting. You can use the wealth of information from these online tools to learn and grow your operation.

Chris Humphrey is the founder and general manager of Easytruck Storage & Moving, which operates more than 700 mobile-storage units in 30,000 square feet of air-conditioned warehouse space, with three locations in Dubai. Chris and his wife, Natalie, launched their professional moving company in 2009, branching into storage in 2011. They began offering mobile storage in 2013. For more information, visit www.easytruck.ae.