The U-Haul Company of Oklahoma is offering 30 days of free storage to residents who have been affected by the recent fires.

"These fires have caused tremendous damage throughout the communities we serve," said Brett Hogan, president, U-Haul Company of Oklahoma. "I hope this effort will provide assistance to families who need a helping hand. We will continue to help our friends and neighbors in this time of need."

Those in need of storage should contact the U-Haul Company of Oklahoma at 405.737.6505.

U-Haul is also encouraging residents to participate in its Take a Box, Leave a Box program, which enables customers to return reusable boxes and other customers to take them as needed, free of charge. Box donations can be made at any U-Haul location.

Since 1989, AMERCO Real Estate Co., an affiliate of U-Haul International Inc., has been responsible for providing real estate services to AMERCO subsidiaries that include more than 1,350 U-Haul moving and storage centers throughout the United States and Canada.

By Mandy Welborn

Turning a weak self-storage operation into a business that outperforms the competition is what its all about. The Yandow Realty Group did just that with its new automated tools and processes.

Owner Mark Yandow conducted case studies on two self-storage properties in different states that yielded astounding results, including increases in occupancy and net operating income. The studies span about 18 months, from January 2007 to July 2008, and demonstrate how automation and business-process improvements are instrumental to optimized facility performance, bottom-line cash flow and increased market value.

Facility Statistics and Management Structure

The first self-storage facility, South Congress Storage in Austin, Texas, was developed during the 1980s. It has approximately 40,000 square feet of enclosed storage and 2 acres of uncovered parking. With approximately 380 units, this facility needed an operation overhaul. Its profile in the beginning included:

• Two full-time resident managers who spent three to four hours daily collecting and distributing operational data
• An office that was open six days a week from 8 a.m. to 5 p.m.
• 170 paid parking spaces
• A gate controller with a single monthly access code for all customers, requiring tenants to acquire the new code each month
• Outdated office technologya dot-matrix printer, standalone software, no Internet connectivity and no website

The South Congress facility was similar to many others in the area. All customer interactions required the presence of a manager. If an employee wasnt available, business wasnt conducted. In addition, managers worked overtime and wasted time chasing information that could be readily available with sound property-management software.

The second facility in this case study is You Stuff It Personal Storage in Tehachapi, Calif. It has 274 storage units and 30,000 square feet. The facilitys profile includes:

• One full-time manager
• One part-time assistant manager
• An owner who oversaw the property from 200 miles away
• No website

This facility received numerous customer complaints about service levels and the onsite managers performance. The grievances included missed office hours, account-status disagreements, no or handwritten payment receipts for cash, and incorrect payment posting. After investigating the complaints, theft and lack of employee performance were identified as major issues.

The Transformation

Upon purchasing both properties, Yandow evaluated the state of the businesses. Substantial investments in infrastructure, technology and business processes were needed for both. Yandow believed the Internet and the flow of information were critical success factors. His background in real estate, consulting, information technology and supply-chain management made him a solid source for process-management knowledge. Heres how the changes affected each property.

South Congress. Data integrity and timely data entry are fundamental to the use of automated tools and, based on this philosophy, Yandow decided to start from scratch and manually enter data into the new property-management software. Items purchased and services engaged included:

• A kiosk to allow rentals and payments 24/7
• Installation of an Internet connection (with static IP address)
• Two new computers and printers (one for the office and one for customers)
• A Web developer to launch a website with payment capability
• An electrician to prepare the area for a kiosk (trench, power, phone, etc.)

Once escrow closed, a draft copy of the new business-process guide was distributed and discussed with employees. The owners and managers paired into teams and began the transformation. One team focused on the office and computer system, and the other on the kiosk and competitive landscape. To do this, the teams spent one day in the office and one day off site.

New printers, computers and property-management software were installed along with an Internet connection. Managers were trained on the basic operation of the new software.

A location for the kiosk was selected and the staff purchased a small building to house it. An electrician was hired to power it. A subcontractor was employed to upgrade the buildings finish to stucco and to construct a rain enclosure.

You Stuff It Personal Storage. Similar to what he did at South Congress, Yandow developed an improvement plan that addressed business processes, automation tools and the managers role and compensation. At this location, investments were made over a period of six months, including:

• A kiosk
• Internet-based property-management software
• A website with ability to take customer payments
• Security cameras with the capability to broadcast to a Web page

Once the automation tools were installed, the new business processes were introduced to the manager, which created direct accountability. Other processes included:

• Accepting cash at the kiosk only and not in the office
• Spot inspections and audits
• Shifting the managers bonus structure to include rewards for customers use of the kiosk and other technology

Key Results

Yandow has experienced great success with both facilities. He feels strongly that owners need to streamline their business processes to take advantage of the integrated toolset. If they dont have hands-on experience, they should consider engaging someone who has successfully executed the targeted improvements, as opposed to the people that just talk about it, he says. To do this right, you should take a look at the overall operation, measure all aspects, and streamline the business to take advantage of the tools.

At South Congress, Yandow now has real-time visibility to monitor facility performance over the Internet, a kiosk that provides customers access to rent units and make payments at any time, a website that returned to the first page on Google searches, and repeatable business processes. With increased occupancy at more than 95 percent and monthly net operating income increased by more than $6,000 per month, the facility appraised at 35 percent more than the purchase price eight months after acquisition.

A new manager was hired at You Stuff It who is very comfortable with the new business processes, software, automation tools and general operations. In July 2008, 170 payments were made through the kiosk. A typical payment takes three to five minutes and a new lease takes 20 to 25 minutes. In one month, its estimated the manager saves more than 18 hours on these two tasks. This time was redirected into truck rentals, managing delinquencies and business development, helping to increase the bottom line. Overall, the facility provides better customer service and more access to rent units and make payments.

Its really an eye-opener to see how well customers and staff have adapted to the changes implemented at both facilities. These automation tools have given Yandow the ability to service customers day or night.

Ten years ago the demand for storage space was more than the supplyit was an easy business to run, Yandow says. Customers needed the space, so even a poorly managed business was successful. Then developers overbuilt the supply of storage and the market shifted to a surplus. We are now engaged in markets where supply is greater than demand, and we must out-service our competition. Facilities need to operate as well-tuned streamlined organizations with a focus on customer satisfaction. Technology is an integral part of that strategy.

Mandy Welborn is the marketing manager for OpenTech Alliance Inc., maker of the INSOMNIAC line of self-storage kiosks. For more information, call 602.749.9370; e-mail [email protected]; visit www.opentechalliance.com .

Legislation has been introduced in Georgia to amend the official code relating to limited licenses. If passed, self-storage operators would be clear to obtain a specialty license to sell point-of-rent insurance to their tenants who do not otherwise have coverage. The bill is modeled after Senate Bill 7118 in New York, which was signed into law last August.

House Bill 463, sponsored by the national Self Storage Association, explores the limited license of operators to sale individual insurance coverage on personal property stored in self-storage units. HB 463 will provide definitions of point-of-rent insurance, and repeal conflicting laws. It would also require each owner licensed to provide insurance to provide a training program for employees. A limited licensee would enable the operator to act as an agent for an insurer in connection with a rental agreement for personal property insurance, and to be paid a commission by the insurance company.

The House Committee recommended approval of the bill on March 10.

Big Johns Mini Storage in Pocatello, Idaho, is accepting life jacket donations to help a memorial project in honor of four men who drowned at the American Falls Reservoir last year.

Jared and Aaron Hale, Darrel Shappart Jr. and Steve Verbeck all drowned after one man fell in the water and the others tried to help. None of the men were wearing life jackets.

The Hales are building a life-jacket loaner station at the reservoir as a memorial and a reminder to others about the importance wearing life jackets when in or around water.

After hearing about the memorial, Karis DeWalt, an eighth-grader at Grace Lutheran School student, donated 15 life jackets. DeWalt used the life jackets, which were paid for with a $160 grant from the Pocatello Kiwanis Club, to teach students about life-jacket safety as part of a school project earlier this year.

Wells Fargo Bank is also accepting financial donations under the account of Hale Family Life Jacket Foundation.

U-Store-It Trust, a self-storage real estate trust, released its operating results for the three months and year ending Dec. 31, 2010.

Highlights include:

• Funds from operations for the quarter increased 15 percent compared to the fourth quarter of 2009.
• Same-store revenue for the companys 348 facilities increased 3.2 percent compared to the same period in 2009.
• Net operating income increased 4.1 percent from the fourth quarter of 2009.
• The company also acquired 12 class-A facilities for $87.1 million.

We are pleased with our overall performance in 2010 as challenging economic conditions allowed us to demonstrate the strength of our operating platform and the resiliency of the storage sector, said CEO Dean Jernigan "We ended 2010 with two consecutive quarters of same-store portfolio growth over prior year levels in key operating metrics including revenue, occupancy and net operating income."

Based in Wayne, Pa., U-Store-It owns or manages 456 facilities across the United States and operates the U-Store-It Network, which consists of approximately 714 additional self-storage facilities.

One of the greatest enticements for attending an industry tradeshow is the opportunity to interact candidly with peers and experts and collect business insider information. The Self-Storage Q&A, an event of the Inside Self-Storage World Expo in Las Vegas, March 14-16, aims to deliver honest discussion, industry insight, and several valuable prizes.

Scheduled for March 14, 4 to 5:30 p.m., the Self-Storage Q&A is an interactive, open forum where self-storage professionals can ask questions and get answers from colleagues within the field as well as well-known industry experts. The bi-annual Q&A is moderated by Jim Chiswell, president of Chiswell & Associates LLC, and Mel Holsinger, president of Professional Self Storage Management LLC. Topics addressed include rental rates, legal challenges, problem customers, legislative changes, staffing issues, industry trends and much more. Attendees determine the direction of discussion through their inquiries.

Prizes are also given away at random during the event. This years line-up of giveaways includes Wells Fargo gift cards, free online education packages, certificates for free registration at future tradeshows and more.

The ISS Expo, the self-storage industrys largest conference and tradeshow, will take place at the Paris Hotel & Resort. Open to self-storage owners, managers, investors, developers and others, the show includes three days of educational seminars, intensive workshops, networking events, and product and service exhibits. Show and registration details are available at www.insideselfstorageworldexpo.com.

On March 9, self-storage facility directory USstoragesearch.com launched a partnership with self-storage lead-generation website Storage.com. Both sites allow consumers to shop and compare self-storage facilities and units in real time.

In addition to the convenience the websites afford storage shoppers, they provide a platform for self-storage owners and operators to market their properties. “The Internet is quickly becoming the primary customer acquisition channel for self storage operators,” said Kenneth McCall, director at Storage.com.

Through integration with most property-management software systems, USstoragesearch.com allows for real-time reservations to be made on its syndication network, which includes Storage.com. The company launched its Storage Syndication Program in November 2010 and now powers self-storage searches on more than 3,000 websites.

“The ability for us to leverage the Storage.com platform on behalf of our clients is a tremendous step forward for USstoragesearch.com and gives additional visibility to our client base,” said Mike Jones, vice president of operations at USstoragesearch.com.

Storage.com is owned by Utah-based Self Storage Co. LLC. The company entered a network partnership agreement with US Storage Search Inc. in August to develop and market self-storage listings on Storage.com. The website now features more than 2,000 self storage properties and 11,000 mobile-storage locations.

Established in 2004, USstoragesearch.com features more than 18,000 facility listings. Customers using the reservation network search real-time available storage units by location, size, property features and specials.

Representatives from self-storage real estate investment trusts Extra Space Storage Inc., Sovran Self Storage Inc., and U-Store-It Trust Inc. will participate in roundtable presentations at the Citi 2011 Global Property CEO Conference in Hollywood, Fla., March 13-16.

Spencer Kirk, chairman and CEO of Extra Space Storage Inc., will present at 4:55 p.m. ET on March 14. David Rogers, chief financial officer of Sovran Self Storage Inc., will present at 1 p.m. ET on March 16. Dean Jernigan, CEO of U-Store-It, will present at 11:30 a.m. on March 16.

Investors interested in listening to the live presentations can do so via teleconference at 877.211.0500. The passcode for Kirk's presentation is 2038645; Rogers' passcode is 5842478; Jernigan's passcode is 2038645. The broadcasts will be live only with no replays available.

Hosted by Citigroup Inc., the Global Property CEO Conference is a gathering of investors including CommonWealth REIT, Developers Diversified Realty, Douglas Emmett Inc., Kimco Realty Corp., ProLogis and others. It will take place March 13-16 at the Westin Diplomat hotel.

Headquartered in Salt Lake City, Extra Space is a real estate investment trust that owns or operates 820 self-storage properties in 34 states and Washington, D.C. The company's properties comprise approximately 550,000 units and more than 59 million square feet of rentable space.

Sovran is a real estate investment trust in the business of acquiring and managing self-storage facilities. The company operates 377 facilities in 24 states under the name Uncle Bobs Self Storage.

U-Store-It owns or manages 452 self-storage facilities nationwide and operates the U-Store-It Network, which consists of approximately 727 additional self-storage facilities.