Operating profit for U.K. self-storage operator Lok'nStore rose 196 percent to £920,232 in the year, ending July 31. Revenue increased by 4.1 percent to £10.4 million. The firm posted a net profit of £221,124 compared with a £597,959 loss last year.

"Lok'nStore has performed strongly this year, said CEO Andrew Jacobs. "We have increased turnover and reduced operating costs, cost of sales and interest costs. Margins, profit and cash flow have all increased. Over the year occupancy is up 4 percent and prices are up 4.9 percent, demonstrating that self-storage continues to perform well even in a weak economy.

 

The single most critical factor in determining the success of a self-storage property is simple: Its the manager! A great manager can make up for a tough location, an older building and a small marketing budget. Follow the steps below to make sure youre searching for managers the right way.   

If you operate a highly occupied property, you may be searching for someone tenants will love, someone who will keep operations running smoothly and maintain occupancy. For lease-up properties, look for someone with more experience in sales and marketing who will close every lead and help generate more phone calls.

Regardless of your facilitys occupancy, you should look for a technologically savvy manager, so start your search online. There are many free job-posting websites including Craigslist.com, Thejobspider.com and Todays-classifieds.com. Post a listing that tells potential applicants whats in it for thembenefits, opportunities for advancement, a team that respects one another, autonomy, payall the major job functions and applicant requirements. The better your posting, the more qualified your responses will be.

A good job description, including an outline of benefits, will hopefully weed out some of the unqualified applicants. You can also use a website such as Payscale.com to determine what a fair salary and structure is for the position in which youre hiring.  

Resumes and Interviews

During the resume review and interview process, look for experiences and attitudes that fit with the position youre looking to fill. Can the applicant handle all the tasks managers need to juggle? Look for discipline, organization skills, planning experience, and a get it done attitude. Will your tenants love this applicant? Will the other team members enjoy spending time with him? Look for a good communicator whos confident and has a friendly demeanor. Also look for individuals with high energy. Will they be able to solve problems as they arise?

Your new employee should understand the big picture, make objective decisions based on logic and common sense, troubleshoot issues, and analyze situations effectively. Many of your interview questions will be the same for every applicant, but youll also want to note any specific questions based on your resume reviews.

If possible, have multiple people interview your top choices to sort out any natural bias. Also, make sure at least one interview is done in person, and the applicant gets a tour of the property so he fully understands what the job entails before accepting the position. Nothing is worse than having to go through the whole process again a couple weeks later because the first person you hired expected an easy desk job!    

 

Personality Tests and Background Checks

Its challenging to really understand the way someone will perform a job based on a few conversations. There are many personality assessments on the market that can help you determine if the applicant truly has the personality traits and skills needed to perform the job. A simple online search can help you find an affordable testing service.

While your top candidates are working on their personality assessment, you should conduct a criminal background check and a credit check. Your managers will have access to financial records, personal information and cash on a daily basis. Making sure theyre good citizens and not in a critical financial situation of their own is always worth the investment. You may also want to include drug testing.

After youve reviewed the results of the final tests and checks, you can make an informed decision. Make an offer over the phone or in person, and follow up with an official offer letter. Let your new employee know who will be training him, and what to expect during the training period. The more information your new employee has, the smoother his first few weeks will go.

Finally, watch your occupancy and revenue rise. Its amazing what a great manager can do for your investment.

Alyssa Quill is vice president and marketing partner of Storage Asset Management Inc. in York, Pa. The company provides full-service management, consulting and website development services to self-storage owners on the East Coast. For more information, call 717.779.0044.

Eight Steps to Effective Hiring  

1. Determine the skills and personality traits youre seeking as well as your pay scale.
2. Post ads to generate responses.
3. Review and pull out top resumes.
4. Create a list of interview questions.
5. Conduct phone and face-to-face interviews.
6. Do personality assessments and reference checks.
7. Perform background, credit and drug tests.
8. Make an offer and create a training schedule.

 

Sample Interview Questions

To find out how applicants will treat customers:

• In what situation have you put yourself in your customers shoes? How has that hurt or helped you in past positions?
• Give me an example of a time you had to seek a professional-service contract. How did customer service impact your decision?

To uncover organization and management skills:

• What would you do if you had to hire someone to replace you at your old job before you could start a new one? How would you find someone?

To find out how the applicants will handle situations under pressure:

• You have a new rental in front of you, an angry lien customer walking through the office door, and the phone is ringing. What do you do next?

To get an understanding of their problem-solving skills:

• How many people will fly between Los Angeles and Philadelphia today?

 

 

Roemer Way Self-Storage of Santa Maria, Calif., is sponsoring a childrens costume contest for Halloween. The first-place winner will receive a $20 to Toys R Us; the second-place winter will receive a bag of candy.

Parents have until Oct. 31 to submit pictures of their children in their costumes by e-mailing them to [email protected]. Winners will be announced Nov. 1.

Roemer Way Self-Storage, located at 330 Roemer Way, markets its business through a customer newsletter as well as social-media outlets such as Facebook, Twitter and MySpace. The company offers a referral-rewards program and a 10 percent discount on moving supplies to customers who mention the companys website.

A new 50 million baht ($1,673,360) My Storage self-storage facility has been opened in Patong, Phuket, Thailand. Located in the Jungceylon Shopping Center, the largest mall in Southern Thailand, this is the companys first facility in the country.

Patong was chosen because many people live there temporarily, especially foreigners, and they might like to keep their belongings secure, said Managing Director Sukanda Chiaranussati

The facility features CCTV video surveillance, personal access codes, a special promotion on contracts of longer than four months, and units ranging in size from 1 to 40 square meters.

My Storage also plans to open a new self-storage facility in Bangkok.

A man was robbed at gunpoint at Store N' Lock Self Storage in Clearfield, Pa., last night. The victim said the robber showed a black handgun, demanded cash and grabbed his wallet before fleeing on foot. The incident occurred just before midnight.

Police are looking for the robber, who was wearing a black ski mask, a camouflage hat and sweatshirt, sunglasses and jeans. The victim said he was approximately 5 feet, 9 inches tall and slender.

The press release published at wjactv.com did not say if the victim as a facility employee or customer.

Store N' Lock is next to the towns Bionol ethanol plant.

Weve all seen them, worked with them and can spot one immediately. Who are we talking about? Great self-storage managers. They make all the difference to a stores bottom line by making things happen.

Some of the common traits found among this overachieving group are listed below. Take a few minutes to go through the list; see which areas youve already achieved, and which ones you might need to work on. We all want to be our best possible selves in whatever we do. Some things are easier than others, but we can all improve if we practice daily to become efficient at any technique or process.

1. Learn

Great managers are eager to learn new techniques to help them sell, market and create lifestyle changes for their customers by developing a product thats easy and convenient to use. Learning something new every day, whether through training classes or sharing knowledge with peers, is a natural routine.

Always be open to new ideas and be willing to step out of the box to learn or try something new. None of us knows it all. Having a hunger for knowledge is the sure sign of someone who continues to grow in his profession no matter how long hes been behind the counter. Attending classes and online webinars, reading industry publications, and staying connected with activities on a state and local level are all hallmarks of professionals who want to continue increasing their personal knowledge base.

2. Listen and Analyze

Great managers are not afraid to listen to their customers complaints or suggestions for ways to improve their services, and they welcome the guidance of owners or supervisors. Theyre patient and listen before jumping to conclusions. They have the ability to hear between the lines when assisting stressed-out customers. They use the information to respond and show how they can solve a problem or crisis using the products and tools provided.

From this, theyve learned you dont have to give the store away to get rentals and should never be ashamed of having higher prices in their market. They know who their target customers are and why they will rent from them. They also do their own analysis from their operating reports to spot trends and fine-tune their operation.

3. Balance

Great managers understand that balancing the cash drawer and petty cash and tracking unit activity is part of a daily procedure that, when done daily and correctly, saves time and money. Daily close and balance is required for any retail operation and assists us all in avoiding carryover mistakes.

Great managers are keenly aware that the storage-unit status needs to always agree with the operating-system status and the documents in the file cabinets. Keeping these three in balance is whats necessary to keep the operation running strong. None of us should turn down rentals because we havent walked the property and discovered those newly vacant 10-by-30s.

These managers understand why all unit inventory must be kept locked: so theyre in charge of what they have to sell. They do daily walk-throughs and multiple lock-check audits weekly to maintain that balance. Understanding that we dont always have time to complete tasks later on, they complete all required paperwork on time.

They make sure all vacant locks are removed from new rentals at once, and remove overlocks from delinquent accounts when payments are made. Nothing angers a new tenant or one who has paid delinquent rent more than getting to the unit after office hours and finding a lock still in place.

Great managers treat coworkers with respect by not leaving everything for the next person to complete. This means finishing all the days transactions, making notes in customer files and balancing everything before they leave for the day.

4. Create

Great managers use available tools, such as their budget and reports, to create marketing programs that improve repeat and referral business, track their customer base, and find the most creative method to gain their share of the marketplace. When there are no company promotional items available, its not a problem. The great manager knows how to make clever marketing pieces using a color printer and items from a discount or warehouse store. They understand its not how much money they spend but how clever their message is in telling prospects about their unique services and programs.

Great managers also create enthusiasm wherever they go, as its contagious and radiates from them naturally. They create a sense of trust and comfort in all who deal with them. They create clever onsite events that help the community see and experience what makes their property unique.

5. Inspect and Organize

Great managers inspect their property daily for maintenance items, as they know correcting any issues early will save time and money. Neat, clean and well-organized, they use daily checklists and audits to control and improve their processes. They look from the outside in to see what customers and prospects are seeing, and take care to make sure its the most positive view possible.

Curb appeal, customer restrooms, office desk and counters, vacant units, showroom windows, hallways, driveways, and keypads are kept clean and neat so excuses are never needed when it comes to presentation of the facility. They also have a plan for performing preventive maintenance to keep things in good working order.

6. Improve

Great managers continually seek ways to improve their customer-service skills to ensure their patrons have the ultimate self-storage experience. They know that improving their entire process from customer service to maintenance will improve their bottom line year after year.

Incremental growth in income, leasing, closing ratios, expense management, capital projects and technology is expected. Great managers dont hide behind excuses when it comes to finding ways to add value to the stores bottom line. They know were all only as good as our last report, and dont become complacent about the operation because they had one good year. Instead, they work to make each year a good one with multiple improvements.

7. Communicate

Great managers understand communication is the key to success. They know when to call for help, and when and how to recommend a solution to a problem. When something is broken or repairs or replacement is needed, they get bids for their supervisor so immediate action can be taken.

Follow-up is a part of their daily routine, whether its calling a delinquent tenant to discuss payment or a new one to say welcome. They communicate what makes their brand unique to everyone with whom they interact, everywhere they go. They also communicate with their peers and competitors on a frequent basis, sharing referrals and knowing firsthand what the competitor has to offer. Whether answering the phone or greeting walk-in customers, they communicate why theyre the best and represent the customers best value in self-storage.

8. Adapt to New Technology

Excited about the newest gadget, great managers cant wait to try it out and determine the ways they can use it to cut expenses, save time and improve their process. They love using e-mail, social media and texting to contact new rentals and delinquent customers, as well as respond to leads, update websites and simply have the ability to be in touch instantaneously.

When faced with changes, they readily adapt. They try new things and understand theyll make a few mistakes, but are diligent when it comes to improving their skills.

9. Network

Understanding their budget, great managers know that if you pay for a product or service, you need to use it in a way that will create business and improve your bottom line. They dont just join, they participate. They work to make paid feessuch as those to join a local business grouppay off big in referrals and rentals from other members. Passionate about making their brand the one people remember drives them to attend chamber meetings and local events, join networking groups or start one of their own. They create a strategic alliance each and every time they represent their company.

When they host onsite events, they have a ready group of contacts in the local business community from which to draw, and a good knowledge of non-profit organizations who will benefit from the crowds at these events. They tie in their activities to local charities in need of services or donations. Getting everyone in the community to see and experience the store firsthand is the objective.

10. Have Great Attitude

Great managers realize the importance of saying thank you to their customers for the rental, a referral, or just for dropping in and inquiring about services. They know being gracious gains respect and a perception of trust. They understand theyre in control of their own attitude. They show up each day ready to see what the world will bring in the front door or what interesting people theyll meet. Theyre always ready for a new opportunity to talk about their store and how theyll solve problems for residents and local businesses alike.

Everyone wants to be known as a great manager. Remember these 10 actions. Some are easier than others, but with practice, you too will be a top self-storage professional in your market.

M. Anne Ballard is owner and founder of Atlanta-based Universal Management Co., which provides full-service fee-management to clients in the Southeast and consulting services to many others around the world. Shes a frequent speaker at national and international conferences, and author of The Hat Lady Speaks, which focuses on self-storage marketing and management. To reach her, call 770.801.1888; e-mail [email protected] ; visit www.universalmanagementcompany.com .

Ideal Shield, producer of bollard covers for self-storage facilities and other applications, has created a re-sleeve program to encourage its customers to recycle old bollard covers and keep them out of landfills. Participants simply ship their old covers to the companys Detroit location, where Ideal Shield will use them in the production of new covers. In exchange, they get a 5 percent discount for every returned sleeve.

Ideal Shield also recycles all excess plastic used in the production of its bollard covers and industrial handrails and guardrails. Since 2009, the company has recycled 32.25 tons of plastic. Its bollard covers have prevented the use of 2,316 gallons of paint from being used to paint bollards at facilities. Ideal Shield continues to develop new products and programs to reduce the amount of plastic and paint in the environment.

Headquartered in Detroit, Ideal Shield has manufactured bumper-post sleeves, guardrails and handrails since 1996. The company has five manufacturing facilities nationwide and is the holder of 43 patents, with an additional seven pending.

Janus International, a manufacturer of rolling doors for the self-storage, commercial and industrial markets, has introduced its new UL-Listed, Model FID30 Sure-Set Insulated Fire Door. Used primarily to protect openings in exterior walls, the FID30 rolling-steel door has a variety of applications and is available with a choice of the Janus Chain Hoist or two fail-safe operator models.

All of the doors drive types may be integrated into fire-alarm-control systems and are easily tested from the floor without ladders or tools. This product was burn tested for a four-hour duration at the UL Northbrook, Ill, facility in compliance with NFPA 80 2010 standards. The Sure-Set FID30 features UL Labels for listed and oversize doors mounting to sheetrock, steel and masonry construction up to four hours. It may be ordered with a UL S label for smoke and draft control, and will soon be listed with a sound transmission (STC) rating. 

Headquartered in Temple, Ga., Janus has four U.S. manufacturing plants and joint ventures in Mexico and the United Kingdom.