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Vehicles Stored at Topeka, Kan., Self-Storage Burglarized

Article-Vehicles Stored at Topeka, Kan., Self-Storage Burglarized

Two vehicles stored at AAA Self Storage in Topeka, Kan., were burglarized between 7 p.m. Sept. 14 and 5 a.m. Sept. 15.

The vehicles are owned by Gray Wolf Plumbing. Police say an estimated $60,000 in tools and a Capital City Oil card were taken. The credit card was used Sept. 15 around 9:30 p.m. and again just before 2 a.m.

According to police, the suspect is possibly a Caucasian man with a shaved head. Police are looking for a dark, 80s model Toyota pickup with an extended cab and topper, which was reportedly seen on both occasions the credit care was used. The truck may also have aftermarket Outlaw II aluminum wheels.

Anyone with information can contact Topeka Police Departments Crime Stoppers hotline 785.234.0007. Anyone with information leading to an arrest could receive an award of up to $2,000.

Flagship Investment Group Acquires Fifth Self-Storage Property in 30 Days

Article-Flagship Investment Group Acquires Fifth Self-Storage Property in 30 Days

Urban Investments LLC recently sold its self-storage facility in Orange Park, Fla., to Flagship Investment Group LLC for an undisclosed amount. Its the fifth self-storage property Flagship has acquired in the past month.

Located at 2000 Wells Road, the facility has 62,597 net rentable square feet with 433 storage units, six office spaces and 44 parking spots. It was built in 1985. The facility will be rebranded StorKwik Self Storage, Flagship Investment Group's self-storage brand.

Steve Hryszko, vice president for the CB Richard Ellis Self Storage Advisory Group and Bruce Jackson, first vice president in the CB Richard Ellis Jacksonville, Fla., office, represented the seller.

The CB Richard Ellis Self Storage Advisory Group specializes in the acquisition, disposition, and financing of self-storage facilities nationwide.

California Self Storage Association to Hold Education Event Focusing on Legal Issues

Article-California Self Storage Association to Hold Education Event Focusing on Legal Issues

The California Self Storage Association (CSSA) will hold a five-hour manager-education event focused on self-storage legal issues, Nov. 9, in Walnut Creek, Calif. This limited-seating seminar will feature information about Assembly Bill 655, the newly revised California lien-law statute, presented by the bills author, attorney Carlos Kaslow. AB 655 was signed into law by Governor Arnold Schwarzenegger on Sept. 29.

In addition to hearing about the new bill and how it affects self-storage operators in the state, attendees of the CSSA event will get a practical explanation of the states Business and Professions Code as well as detailed information on the statutory changes surrounding the passage of AB 655. They will also learn vital information they need to know before the law goes into effect on Jan. 1, including:

  • The most common lien-sale mistakes
  • The legal pitfalls of sale and disposal procedures and how to avoid them
  • A step-by-step procedure of how to sell a delinquent customer's goods
  • Vital rental-agreement requirements
  • Common lien-sale and auctioning practices for self-storage
  • Legal requirements for advertising lien sales

The event will take place at the Embassy Suites hotel on Treat Boulevard from 11:45 a.m. to 5 p.m. Lunch is included. The cost is $200 for CSSA members. To register, call 562.304.2864.

More Than 90 Operators Attend Florida Self Storage Association Executive Retreat

Article-More Than 90 Operators Attend Florida Self Storage Association Executive Retreat

Last week more than 90 self-storage facility owners and operators met at Disneys Yacht Club Resort in Lake Buena Vista, Fla., to participate in the Florida Self Storage Association (FSSA) annual Executive Retreat. Attendees gathered to converse and strategize with industry leaders on diverse aspects of the self-storage industry.

Presentations and candid discussions focused on what is happening inside and outside the self-storage industry as well as the Florida political arena. Guest speakers were:

  • Chris Oakley, Vice President and Regional Executive, Federal Reserve Bank Atlanta
  • Will Weatherford, Representative, Florida House of Representatives
  • Don Yaeger, 180 Consulting
  • Scott Enos, Promotions Director of Global Alliance Marketing, Disney Destinations
  • George Miliotes, Master Sommelier and Director of Beverage & Hospitality, The Capital Grille
  • Keyna Cory, Chief Lobbyist, Associated Industries of Florida
  • Dean Jernigan, CEO, U-Store-It Trust

Event sponsors were Bader Co., Hammer Down Auctions, MerchantService.com, SMD Software Inc. (SiteLink), SpareFoot, Storage Marketing Solutions, Storage Structures, Supply Side USA, U.S. Door & Building Components, and Wells Fargo Insurance.

The board of trustees has worked diligently for several months to put together a day that has brought together our owners/executives to listen to other executives, share ideas, and create an informative and thought-provoking milieu, said Robert Bret, FSSA executive director.

The FSSA is a non-profit organization of businesspeople involved in the self-storage industry in Florida. Its members include facility owners, operators, vendors, developers, investors, property managers and suppliers.

XPS Solutions and QuikStor Offer Call-Center Integration

Article-XPS Solutions and QuikStor Offer Call-Center Integration

XPS Solutions, which offers call-center solutions for the self-storage industry, and QuikStor, a self-storage security and software provider, are now offering call-center integration.

QuikStor customers have been asking us for call-center integration and were proud to announce that XPS has provided a full-featured service that delivers. Their customer service and reputation in the industry makes them an excellent choice, and when combined with QuikStor software, this integration provides facilities with a great overall solution, said Tony Gardner, QuikStors vice president of operations. 

XPS Solutions call center will exchange real-time data with QuikStors software. Trained professionals will provide QuikStor customers with up-to-date prices, specials and storage availability.  Not only will this bring value-added services, it also gives QuikStor customers the added convenience of making payments in a secure and live environment, said Michael Roberts, vice president of business development for XPS Solutions. 

The XPS suite of products captures and tracks new leads and lead sources, and receives payment transactions through the use of call center, Web platform and interactive voice response tools.  

Extra Space Storage to Release 3Q Earnings, Schedules Conference Call

Article-Extra Space Storage to Release 3Q Earnings, Schedules Conference Call

Extra Space Storage Inc., a self-storage real estate investment trust, will release financial results for the quarter ending Sept. 30, 2010, on Oct. 28 after the market closes. The company will also host a conference call at 1 p.m. ET on Oct. 29 to discuss its financial results.

CEO Spencer Kirk will host the call. Joining him will be Kent Christensen, executive vice president and chief financial officer, and Karl Haas, executive vice president and chief operating officer.

During the conference call, the company officers will review third-quarter performance, discuss recent events, and conduct a question-and-answer period, which will be limited to registered financial analysts. All other participants will have listen-only capability.

Those interested in participating in the call can dial in by phone or log in through Extraspace.com. To participate in the conference call, dial 877.407.4018 at least five minutes prior to the start time (international callers dial 201.689.8471). Enter conference ID 358828. A playback of the call will be available until Nov. 12. For the playback, use number 877.870.5176 (international callers use 858.384.5517). Enter the same conference ID as above.

To participate in the call online, visit the website at least 15 minutes in advance to register as well as download and install the necessary audio software. A replay of the call will be available on the website for 90 days.

The full text of the earnings report and supplemental data will be available on the Extra Space website immediately following the release on Oct. 28. Those without Internet access can request a copy by mail or fax. 

Headquartered in Salt Lake City, Extra Space is a real estate investment trust that owns or operates 768 self-storage facilities in 33 states and Washington, D.C. The company's properties comprise approximately 510,000 units and more than 55 million square feet of rentable space.

ISS Blog

Self-Storage Talk: Camaraderie Defined

Article-Self-Storage Talk: Camaraderie Defined

Merriam-Webster's Dictionary defines camaraderie: as a spirit of friendly good-fellowship. Wikipedia says friendship is the cooperative and supportive relationship between people or animals. In this sense, the term connotes a relationship which involves mutual knowledge, esteem, affection and respect along with a degree of rendering service to friends in times of need or crisis.

Today as I sit here watching the seconds tick away on the clockhaving filed and cleaned everything, holding down the fort by myself, wondering what other projects I can find to help fill the timeI received an e-mail from a fellow Self-Storage Talk member. This person was inquiring about another member weve not heard from in quite a while. There was concern and caring for a member whom this person hasnt even met in person, but who has impacted many of our lives. It got me thinking about all the people, some quite the characters, who comprise our storage world.

I realized, once again, why I enjoy my job and the people. Its the shared camaraderie we have. Ive made so many friends since I joined Self-Storage Talk during its formative months. Yet Ive actually met few of my SST friends face to face. One thing I do know is when I encounter a problem, theyre there to help. If Im having a bad day full of gloomy customers, SST members will step up and chase those blues away. If I have exciting news to share, theyre there to enjoy alongside of me. When a situation stymies me, guess whos there to help me problem-solve my way through? You guessed it, the members of SST.

Now a social psychologist would have fun analyzing the lot of us. Forget Facebook, its not nearly as full of the sorts of craziness we experience in our world. The way we deal with issues that pop up and the professional manner in which our members support and assist each other is quite a beautiful thing to behold. Were a snapshot of the entire industry and its a really great photo! We have people from all walks of life whove come into storage from some really varied backgrounds Check out this thread about who SST members were before they entered the self-storage industry. The one thing we all share is a quest to learn more, better ourselves and partake of a rich mix of expertise all in one place.

Whether we reside in Cashiers or Poughkeepsie, Oklahoma City or Palm Desert, Nashville, Clearwater, Seattle, Australia, Hong Kong, Thailand or Brazil, SST members add as much insight and uniqueness as the cities they hail from. Right about now, I believe were above 3,500 in membership. What would you have to pay for a conference where you had 24-hour access to that many industry professionals? The cost would be astronomic. These 3,500 people shine brightly in my eyes because they care. They care about their property, watching out for the owners or employees and by doing the best job they can and taking care of their customers.

The common thread among the members brings us back to the definitions above: mutual knowledge, esteem, affection, and respect and rendering services to each other. If I were an owner and interested in hiring the best, Id start by trying to recruit members from SST. As a matter of fact, log on and read MusicCity Gals post about her new position.

Those out there afraid of our forum just simply dont know the wealth of information theyre missing. Im sorry for them, but thankfully there are so many more that are forward-thinking. Whats the harm in learning? By learning, you grow, you expand your horizons and none of these are bad things. We all know that knowledge is power and you need to simply harness the power of SST to grow your mind and your business. Its truly a simple way to grow your business acumen and your team at no out-of-pocket expense. Show your intellect and astute observations about our industry by logging on here.

Do Customers PREFER Your Business? Mystery Shopping Gauges Self-Storage Sales and Service Skills

Article-Do Customers PREFER Your Business? Mystery Shopping Gauges Self-Storage Sales and Service Skills

By Lori Niemczyk

Theres no doubt, customer service can make or break a business. Whether its a telephone call or a walk-in, potential customers are looking not only for the best price, but excellent service. Most will go out of their way for great service, even spending a little more than they would to get a deal. This is true in self-storage and every other industry.

How often have you called a business for information only to be treated rudely or with disinterest, or reached voicemail or an auto attendant instead of a live person? Did you ever call that establishment again? How about everyday shopping, whether its taking your car to a carwash, getting groceries, or dining at a restaurant? Will you go out of your way to visit the place where you know the service will be good vs. one that consistently offers bad service? When it comes to customer service, remember this acronym: PREFER. Consumers prefer to frequent businesses that treat them with Professionalism, Respect, Efficiency, Friendliness and Extra Effort on a Regular basis.  

The PREFER Approach

I have a couple of rules when it comes to customer service. First, you get one shot to earn my business. If I walk into your establishment and Im ignored or treated poorly, I will not return, and I will spread the word to anyone and everyone wholl listen. Second, dont ever base customer service on the way someone looks. You know the old idiom, Dont judge a book by its cover. Whether dressed for the gym or the opera, tattooed, pierced or handicapped, were all the same inside, and we all deserve to be treated with professionalism and respect.  

Next, its not really a reach to be efficient and friendly if youre already being professional and respectful. Extra effort doesnt have to be extremeits as easy as a simple compliment. Doing all of this on a regular basis will ensure each and every customer who walks through the door or calls on the phone feels valued.

Not all of us are equipped to provide the above, but it can be learned, instilled in us, even taught by professionals. PREFER is a must for anyone who has any type of personal interaction with customers. If you or your managers dont have these abilities, its not too late to get the tools to succeed.

An awesome place to begin evaluating how managers stack up in customer service is through mystery shoppingevaluators, secret shoppers, ghost guests, etc. Mystery shopping is an invaluable tool used by businesses to ensure their employees regularly excel at service. It can measure everything from sales ability to company-policy adherence to site cleanliness and curb appeal.   

Mystery Calls

Mystery shopping comes in many forms and can answer various questions about your business, depending on the information youre looking for. If your managers are lacking in phone-sales skills, mystery calls are a great way to start your investigation. Theyre made by a third party to determine how well your manager fares. During the call, the shopper measures the managers sales skills. Does he talk about the sites features and benefits, store hours, discounts, and general storage advice and information?

Mystery calls can be valued by various scoring systems, geared to individual company requirements and training methods, and can be recorded for future review and training. You should know recording laws vary by state, so be sure to check with the mystery-shop provider if youd like to record the mystery call.   

In-Person Mystery Shop

Walk-in or in-person mystery shops are a good follow up for mystery calls because most prospects begin their self-storage search with a phone call, then follow up with a personal visit. An in-person shop will evaluate the location, visibility and accessibility, site cleanliness, company-policy adherence as well as all forms of customer service.

Direct interaction with the site managers is evaluated and submitted by the mystery shopper using a numeric rating scale or yes/no input, and may include narratives as well. Opinions may be included in these reports for owners to use as public informational feedback.

Other mystery-shopping services specific to the self-storage industry include:

  • Competition calls or shops: You should always know what your competition offers so you can rise and shine above them!  
  • Integrity shops: Ensure all rents and fees are accounted for and deposited accurately and timely.
  • Mystery renters: Track rent from the day of rental through all phases of delinquency. This is a great tool to ensure all legal issues are being met, and legal notices are in compliance when presented to the tenant.

Build Your Brand

All aspects of mystery shopping should be geared toward your brand, allowing your managers to perform to the peak of their training and company requirements. Every business is unique, and you should promote your sites with that in mind. When mystery shops and calls are conducted on a regular basis with positive reinforcement, your employees will be motivated and encouraged to achieve their sales goals.

As a side note, mystery-shopping services should be unbiased in their reporting, simply providing facts without opinions. Opinions should be given by mystery shoppers only when required by the storage operator. Its a fact-finding tool, beneficial to owners, managers and employees alike.

Mystery shopping can be introduced as a motivational tool to give employees an opportunity to shine. If its used to catch or bust an employee for unprofessional or bad behavior, it will be met with resentment and eliminate any possible benefit. Also, its recommended you obtain your employees consent to all forms of mystery shopping before beginning any type of evaluation.

Mystery shopping can be an invaluable training tool to help you and your employees become the leaders in your self-storage market. Give your customers what they PREFER, and youll excel at service.

Lori Niemczyk is owner and founder of A Top Shop!, a Colorado-based customer-service evaluation company that has worked with self-storage operators in the United States and Canada since 1992.  Niemczyks company has been instrumental in providing client feedback and employee evaluations to increase return on investment, track and document rent and legal procedures, and improve management integrity and sales skills. For more information, call 720.283.8377; visit www.atopshop.com .

ISS Blog

Holiday Charities and Self-Storage Operators: Who Will You Reach Out to This Year?

Article-Holiday Charities and Self-Storage Operators: Who Will You Reach Out to This Year?

The holidays may still be a few weeks away, but nows the time to reach out to your community and offer help. Most charitable organizations have been working on their holiday drives for several months already and are now looking for partners. You may have even been approached by a charity looking for a free unit or monetary contribution.

If you havent worked with a non-profit in the past, make this the year you reach out and get involved. Your first step should be determining your level of involvement. Can you offer a one or more charities a free unit for a month or two? Can your facility act as a drop-off for a coat, canned food or toy drive? Or are you looking to contribute money to a local organization? If so, will it be strictly funds from the facility or are do you hope to get your tenants involved?

Once you know what you want hope to accomplish, you can identify one or more charities in which to partner. There are so many amazing charities out there covering seemingly everythingfrom animal care to food pantries to cell phones for soldiers. What are you personally interested in? Are you an animal lover? Perhaps you can partner with your local shelter to sponsor an adoption day at your facility Or simply ask tenants to drop off old towels and blankets and pet food you can then donate. This is something you can do year-round.

Are you interested in helping children? There are a number of charitiesToys for Tots being the most popular onethat collect toys for underprivileged children. Again, your facility can act as a local drop off or store the toys until distribution. You can also visit your local mall and grab a couple of Angels. Let your tenants know youre collecting items for these kids. Or reach out to your local church or synagogue and find out what programs theyre running during the holiday season.

If youre not sure which charity youd like to reach out to, get online and do a search. Check your papers community section and find out whats going on in your area. Or try a charity-matching website, such as Charity Navigator or the American Institute of Philanthropy. These sites can help you find charities located all across the globe.

A note of caution: While it is the Season of Giving, many will also try to take advantage of your goodwill. Here are a couple of guidelines from the Federal Trade Commission to ensure your holiday giving is successful.

  • Ask for the name of the charity if it's not provided.
  • Discuss the donation with a trusted family member or friend.
  • Don't provide any credit card or bank account information until you've reviewed all information from the charity and made the decision to donate. When paying by check, be sure to make it payable to the charity, not the solicitor.
  • Ask for a receipt showing the amount of the contribution and whether it's tax deductible.

Tell us about the charity you plan to support by posting a comment below or share your story with your peers at Self-Storage Talk, the industry's best online forum.

 

Storage.co.uk Award Winners Announced

Article-Storage.co.uk Award Winners Announced

Winners have been announced in the inaugural Storage.co.uk Awards for Excellence. Designed to celebrate and promote good practice in the self-storage industry in the United Kingdom, the Awards organizers received large numbers of nominations for a total of 10 categories. Judges considered all 1,200 storage facilities in the United Kingdom, choosing five winners in each category.

 Self-storage is quickly becoming a major industry in the United Kingdom, in which its increasingly hard for companies to stand out, said Angus Hanton of Storage.co.uk. These awards should inform customers which storage firms are really going that extra mile to provide them with the best service.

 Winners included Safehouse Self Storage in the Innovation category, for running its own café on site, as well as Attic Self Storage, which picked up an Environmental Awareness Award for deriving more than a third of its energy from renewable sources. Robertsbridge Container Storage in East Sussex won a Promotional Film Award. The companys film, featured on its website, was made to a high standard and gives a positive impression of the business.

Other categories include website design, storage facility design and social-media integration. A list of the 50 winners can be found at www.storage.co.uk/excellence-in-self-storage-awards.

Storage.co.uk is an online information website about the U.K. self-storage industry. The website offers customer information, industry news and a directory listing 1,200 facilities. Users can find pricing and availability of self-storage facilities in their area.

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