Can you imagine how you would handle some losses if they were reported to you late? For example, lets say you learned three years after the fact that your retirement pension had gone bankrupt. How would you feel? Like many of us, you might be very upset and think you had few options. Viewed from that perspective, it is understandable that insurance providers require their insureds to report losses in a timely manner.

Be Timely

Virtually all insurance policies specify when losses must be reported to insurers. Actually, youre supposed to report any event that may give rise to a claim. One policy may require notice be given as soon as practicable after a loss occurs. Another may require the insured to give prompt notice of a loss. The words used often vary, but the intent is usually the same: If you want your insurer to pay for the loss, you have to report it promptly.

So what is prompt notice? Courts have interpreted the phrase differently. Some policies set specific time limits. Its best to check your own policy to determine what you have already promised to do. Generally, notice needs to be given as soon as practicable, meaning whatever is practical, relative to all facts involved (from Principles of Insurance by Robert I. Mehr and Emerson Cammack, p. 214).

Occasionally, insurers have to decline coverage for a loss because of late notice. Insurance companies have a contractual and statutory duty to investigate losses promptly and pay claims fairly when liability for a loss becomes reasonably clear. Often, when losses are reported late, evidence has disappeared. If insurers cant tell what they owe or determine who is liable, they may have to decline coverage; and courts have allowed them to do so. Its impossible to list all the circumstances that may cause an insurer to decline coverage or prejudice it against late notice of a claim; suffice it to say, receiving a coverage denial from your insurer is no fun.

Build a Sound Relationship

At the heart of the requirement for prompt reporting of losses is the relationship of trust that must exist between insureds and insurers. Much of modern business relies on trust to some extent, inasmuch as not every contingency in a contract can be spelled out or some claims proven without expense. Insurance policies are two-party contracts, with promises made on both sides in exchange for coverage and a premium payment. Most agreements we make are good-faith contracts. However, insurance policies are contracts of utmost good faith, which is a higher standard.

This standard developed many years ago when insurance contracts were agreed too far away from the subject property of the insurance (i.e., you and your agent are in Boston, but your facility is in Florida). Insureds must be able to rely on their insurers to provide the coverage and service as stated in the policy; and insurers must be able to rely on their insureds to effectively underwrite protection and handle claims. How awful would it be to conduct business if we couldnt rely on anything anyone said? It would certainly be expensive and time-consuming.

Of course, dont even think about settling a claim made against you before reporting it to your insurer. Your attempt could waive all kinds of coverage and liability defenses. For example, perhaps you do not actually owe the claim, but other customers hear about the settlement and expect similar treatment. Once your insurer learns about it, after the fact, it may be inclined to cancel your coverage since you have violated your policy conditions, which allow it to handle claims that arise under your policy. The long and short of it is: If a loss occurs that might be covered under your policy, report the claim without delay.

Whats the worst that can happen when you dont report a loss promptly? You may have to pay for the loss and the resulting expenses yourself. If its a loss that cant be resolved outside the courthouse, the resolution could be extra expensive. Finally, why go through the grief of dealing with difficult customers who suffered a loss if you dont have to? Clearly, its best to report losses in a timely fashion.

Jeffrey Duke is a claims manager for Phoenix based MiniCo Inc., a provider of specialty insurance coverage for self-storage businesses and customers. For more information, visit www.minico.com.

Construction Corner is a Q&A column committed to answering reader-submitted questions regarding construction and development. Inquiries may be sent to [email protected]. 

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Q: I am an area manager for five sites in New Mexico.We are having continuing problems with theft at one of our facilities and suspect it to be tenants.We are interested in controlling access to the elevator cars to only those who have units on the upper floors. How exactly does that work?

Brent in Albuquerque,N.M.

A: Elevator control is a great, cost-effective way to keep tenants on only those floors to which they need access. How it usually works is an access keypad is mounted next to the elevator car and requires a tenant to enter a floor-specific code before it allows access to the upper levels. Different systems work in different ways, but the better ones control which floor you can visit, not just the ability to call the elevator.

If you have more than two stories in your building, you want to make sure your elevator company sets it up so anyone can call the elevator, but only those with the correct floor code can travel to the upper floors. You may also want to consider adding individual door alarms to your units so your manager will be immediately notified when a door is opened by an unauthorized tenant.

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Q: My brother and I are trying to decide whetherwe should be using an electromagnetic lock or electric strike for our access door. Is there an advantage of one over the other?

Tina in Glendale,Ariz.

A: An electric strike is a solenoid operated mechanism mounted in the door frame. When power is supplied to the keeper of the strike, the door can be opened without retracting the latch-bolt. An electromagnetic lock is comprised of a steel armature plate attached to the door, which is held against a powerful magnet also mounted to the door. Your consideration should be whether you want your door to be fail-secure or fail-safe.

Fail-secure means the door will be locked during a power outage. Failsafe means it will be unlocked during an outage. Most electric strikes come with an option for fail-safe or fail-secure. Electromagnetic locks are only available in fail-safe, so a battery backup or supplemental locking device may be required. An exit switch or bar is usually required with an electromagnetic lock as well.

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Tony Gardner is a licensed contractor and installation manager for QuikStor, a provider of self-storage security and software since 1987. For more information, visit www.quikstor.com.

Three years ago, I approached several of the largest U.S. storage operators with a European opportunity. A few said they had no interest in Europe. A few made trips to the United Kingdom to look at portfolios. One even negotiated very heavily to make an investment, and later ended up an unsuccessful bidder on the stock purchase. Others decided the risk profile was too great and decided to concentrate on their U.S. book of business.

In the past three years, I have been blessed to see my U.S. self-storage business grow. This is a clear indication there is still much work to be done domestically, let alone across international borders. While I sought to open a European office, and approximately 25 percent of my revenues came from European clients, I decided to concentrate my efforts in the good old United States. While I still sometimes consult with overseas owners, my focus has turned back to challenges close to home.

So where is the best storage opportunity and, more important, what is it? When they say “opportunity knocks,” it can be taken two ways. There is the knock that opens the door, and the one that knocks you over! This is particularly true when it comes to opportunities for self-storage in overseas markets. For those inclined to learn more, here are some courses to take at the ultimate School of Hard Knocks.

Geography 101

It is a long trip from Miami to Paris Charles de Gaulle International or London Heathrow Airport. It’s even longer from Los Angeles. The more often you make that trip over the Atlantic—unless you are sitting in business class or better—the longer it seems. If you are offended by having to sit next to another passenger who may not have bathed in the preceding 24 hours, nor will bathe in the 12 hours he sits elbow-to-elbow with you, coach is not for you!

How glamorous is the trip? While it may seem very cosmopolitan to be a traveler to Europe or Asia, the price is high. I mean, the price of the ticket is high as well as the emotional and physical demands of the trip. The next time you see passengers get off a cross-country, red-eye flight, multiply the anguish on those faces by 100—then you might understand the jet lag experienced during overseas travel.

And do not forget about time-zone issues. There is but a small window of time during which the U.S. and European business days overlap. I cannot tell you how many times I have had to set my alarm clock to wake in the middle of the night and conduct business overseas.

Economics 201

The prerequisite to this course is Basic Math 101. In the lower coursework, you will be tested in your skills at currency conversion; and for your final exam, you will convert each of the most popular unit sizes to metrics. Did I mention your software may no longer work? For extra credit, you can convert your potential income report to metrics, and your revenues to British pounds sterling and euros.

So you want to learn about foreign economics? Not only is the cost of travel and currency exchange expensive, making an investment in storage abroad is a big commitment. I applaud companies like Devon Self Storage that have been able to manage the distance and still make money. I am sure by now the folks at Shurgard have this travel animal tamed. Both companies know the economic impact of operations abroad. They started with a solid financial base—they were not poor boys hoping to make it big across the pond.

Not only is the cost of doing business abroad significant, but you must also measure the cost of leaving your domestic business to run on its own while you are away. I would hope your U.S. operation is ready to run on autopilot before you leave it for several weeks at a time. Taking your eye off the ball here is much easier if you have no room for improvement; that is to say, taking time off from your business is recommended only if your stores are 95 percent occupied or better, with a waiting list in some unit sizes, and rents are at least 20 percent higher than those of your competition. Until then, you still have work to do at home.

You also need a good support staff here and abroad. When you start developing a business in a foreign country, you need to know your plans are being executed while you are away.

English as a Second Language 300

This course will educate you in how to say “entitlements” in several different languages, the many meanings that word has (including those in English), and how to say “zoning” in Chinese (which depends on the dialect). I remember once referring to a salesperson as a sales counselor (meaning he used consultative sales), and my British friends wanted to know why I was talking about a psychiatrist. Apparently, there is no bridge long enough to cover that gap.

Can you say “Holy crap!” in French, German and Spanish? Get out your translator, because you are not going to believe some of the differences in developing storage in foreign lands. Take, for example, that some languages do not even have a word for self-storage. How is that for starters? I am just now getting used to saying “mini-bodegas.”

Understanding Diverse Cultures 400, Graduate-Level Course

Now we are hitting the Ivy Leagues of educational discourse. If you think the language barrier was tough, you do not want to know what finals week looks like in this course! After the frat parties are over and you are trying to get a passing grade, you learn almost everything we do in the United States is done differently elsewhere and, more important, how little respect foreigners have for our perceived arrogance.

My ego is still recovering from a beating by a Frenchman who had never heard of self-storage and was certain it would not work anywhere but America because that was the only place in the world “silly” (word substitution) enough to use it. Frenchy was also kind enough to educate me on how big his portfolio is and how small mine is. Furthermore, he was fairly certain anyone who came to France with self-storage in mind would be laughed at by the locals and leave in disgrace. Go, Shurgard!

Before you embark on this newfound education, perhaps you will want to read the thesis of others who have gone before you. To graduate cum laude, you should expect to be tutored by your foreign partners, on whom you will rely to get your degree.

RK Kliebenstein is CEO as well as a consultant and the team leader at Coast-To-Coast Storage, a self-storage consultancy firm. With a home office in South Florida and affiliate offices in Dallas-Fort Worth, Orlando, Southern California and other locations, Coast-To-Coast specializes in demand and feasibility studies. For more information, call 877.622.5508, ext.81, or e-mail [email protected].

My experience with international business started years ago at the first trade expo I ever attended. I was giving a demonstration on our access-control system to a gentleman from Brazil and was asked if our keypads spoke Portuguese. Not knowing the answer, I asked him to bear with me while I found out, almost laughing to myself, “There is no way our keypads speak Portuguese.” To my surprise, the answer was yes. It turns out our keypads speak eight different languages!

At that time, our company did not have many international customers. But we had the ability to offer our products and services to many different countries, so why not? The simple answer was technology was not where it is today. The main ingredients used to build a successful business are a lot more complex when you have to cross the globe to do it. How do you support your customers? Is there a language barrier? How do you handle a difference in currency? These are all questions that have to be answered.

With improvements in technology, we are now able to offer international clients more than we have in the past, for example, toll-free support lines to make it easier for customers to reach us. In some instances, the time difference is too great to serve them on the phone, so we also offer a trouble-shooting section on our website to help them through those difficult times. E-mail offers another option for servicing international clients—60 percent of the international business I conduct is done via e-mail.

A Solid Network

Having good dealers and distributors is one of the key ingredients to a successful overseas business. In Australasia, our operation is run by one exclusive distributor that handles customer support and sales from a central location. The key to the relationship’s success is giving the distributor all the tools and support necessary to run a successful distributorship. In this case, the distributor’s team has spent numerous hours educating itself on our product line as well as learning how to support the products. Because of the great efforts the company has made, it is now able to operate with minimal assistance from our corporate headquarters.

Taking your business global by no means happens overnight. You have to be patient while building your customer base. It is a difficult task to earn the trust of prospective clients overseas, as they are unsure if you will be there for the long haul. Would you want to do business with a company you were not certain would be around in a year? Our global business has increased every year since we attended our first overseas tradeshow, and I think that relates directly to our support of the international self-storage associations.

The first year our company attended international expos, our booth did not receive a lot of attention. In the past, too many American companies have exhibited for one year, never to be seen again. This has caused the international market to be very wary of new entities. As an established U.S. self-storage supplier, it is a very humbling experience to have to explain time and again that your 28-year-old company is hardly a new player in the market; but the reality is, in the eyes of international storage professionals, that is exactly what you are.

At our first Australian expo, we met a gentleman who summed up the experience quite well. He was looking over our goods in the tradeshow hall and, on hearing our corporate history, gave us some really sound advice: “Be patient,” he said, “Quite often, things here work on the ‘mate network.’” Puzzled, I asked what that meant. He explained that if his mate (friend) had something that worked and worked well, it would be good enough for him, too!

Patience and Particulars

Going into a new self-storage market with the expectation of being an instant success is not only shortsighted but a surefire recipe for failure. You must be able to see the big picture, break it down into the smallest detail, and plan accordingly. The old saying sums it up: “God is truly in the details” when you are dealing with a project a continent away.

We have encountered our share of resistance when entering international markets. Some of it comes from the trade associations that put on the expos, and their perception of our organizations and the motive that might have brought us to their doorsteps. Some of the hesitancy comes from established competitors who do not want you to get in on the good thing they have made such efforts to establish. Once the business starts rolling, these things seem to work themselves out; but getting to that point can really try your patience.

Educate yourself about the market you are trying penetrate. Understanding the business climate as well as the business culture is probably the most demanding challenge when trying to crack a new marketplace. For example, in Europe, developers are more likely to do a conversion or retrofit than a new build. Multistory buildings with multiple entry doors prevail over single-story sites with only an automatic gate at the front. This is just one of a long list of differences we have seen.

The fact that there are more facilities within 50 miles of New York City than in all of Europe tells you they have just scratched the surface of what is possible in the European marketplace. As the self-storage industry in the United States is by far the largest, one would assume all of the latest and greatest information would come from there. That is not necessarily true. I have attended shows all over the world and learned something new at every single one.

One of the best aspects of our industry is there really is no right or wrong way to run a facility. Being open to new ideas is paramount when learning about a new market. I am particularly impressed with the way the Australasian market continues to grow. The trade expo hosted by the Self Storage Association of Australasia is always one of my favorites to attend. I learn new ideas every year and often implement them into what we do here in the States.

I find it fascinating and rewarding to experience the culture in other countries. Patience, perseverance and a passion to serve the market you are pursuing will ultimately bring international success—as well as a great opportunity to immerse yourself in the sights, sounds and cultures the world has to offer.

Jon Reddick is vice president of Sentinel Systems Corp. of Lakewood, Colo., which has manufactured self-storage software and security systems since 1975. Mr. Reddick has extensive experience in sales and marketing in the electronics and telecommunications industries. He can be reached at 800.456.9955 or via e-mail at [email protected]. For more information, visit www.sentinelsystems.com.

Inside Self-Storage is pleased to express its gratitude to the software and technology vendors that support this annual edition through the purchase of advertising. Look for ads from all of the following suppliers in the body of this issue.

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Centershift Inc.

2005 East 2700 South, Suite 140
Salt Lake City, UT 84109
Phone: 801.303.1300; 877.927.4438
Fax: 801.303.1350
E-mail: [email protected]
Web: www.centershift.com
Contact: Terry Bagley
Product(s): STORE
Price Range: Subscription license (rental) based on number of facilities or units
Demo: Can be requested via website or phone

Centershift Inc. provides innovative technology solutions that increase the profitability and value of real estate assets. The companys STORE product provides a web-based rental management and point-of-sale software solution for self-storage. STORE provides owners/managers better control of business assets, improved efficiency at the facility and corporate office, opportunities for increased profitability, and information security. Centershift introduced these industry firsts: real-time, consolidated, multi site reporting; Internet credit-card processing; call-center integration; tenant-insurance integration; web-based business-to-consumer ecommerce (online credit-card payments, account management, unit availability, rent rates and reservations); centralized mail processing for tenant correspondence; online support and documentation; web-based training; centralized yield management and forecasting; fully integrated company and facility websites and web hosting; and self-service kiosk integration.

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Dilloware LP

2825 FM 2722
New Braunfels, TX 78132
Phone: 800.880.0887
Fax: 830.899.2124
E-mail: [email protected]
Web: www.dilloware.com
Contact: Paula Kirmse
Price Range: $669.95

Dilloware has been providing storage facilities with easy-to-use, affordable billing software since 1981. The Billing Clerk automatically bills and tracks monthly rents, insurance, etc., and generates invoices, statements, late charges, past-due notices, receipts, multiple reports and much more. Unit availability is easily accessed. History is maintained for as long as needed for an unlimited number of units and customers. There is a large notepad for information on each tenant (comments, credit-card numbers, access codes, contact information, etc.). Technical support is provided by the people who actually developed the program, offering no long hold times or waiting for call-backs. The first year of support (up to 60 minutes) is included in the initial price of $669.95.

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DHS Worldwide Software Solutions

563 Blanding Blvd., Suite 3
Orange Park, FL 32073
Phone: 904.213.0448; 800.377.8406
Fax: 904.213.1490
E-mail: [email protected]
Web: www.dhsworldwide.com
Contact: Diane Hyman
Product(s): Total Recall
Price Range: $2,000+ Demo: Available

DHS Worldwide offers software solutions for the self-storage and commercial records management industries. Its products have intuitive interfaces and are very easy to use. The company offers comprehensive operations-management software that uses MS-SQL databases. This program is specifically designed for managing multiple facilities in a single database. It includes a client-web module for reserving, renting and paying for units online. It also has specific functionality designed for managing mobile units. This product is specifically designed for large operators with multiple locations. DHS also offers comprehensive software solutions for commercial records management. It is completely barcode enabled, features client-web interfaces, and has comprehensive billing functionality and digital-imaging components.

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Empower Software Technologies LLC

27851 Bradley Road, Suite 120
Sun City, CA 92586-2202
Phone: 909.672.6257; 877.672.6257
Fax: 909.672.6258
E-mail: [email protected]
Web: www.storagecommander.com
Contact: Tom Smith
Product(s): Storage Commander, Net Commander

Storage Commander is a self-storage management program designed to satisfy the operational requirements of independent operators, management companies and multi-facility owners. It is easily configured to meet any management style and supports more than a hundred reports that give accurate, detailed visibility into all aspects of a business. It supports the most advanced technology solutions, such as electronic-funds transfer, automatic credit-card processing, drivers license scanning/verification, digital-camera support, and an advanced graphical site map.

Net Commander is a full-featured, Internet-based program that enables multi-facility operators to fully manage all stores through a single server from anywhere in the world. From a central location, they can accept rental payments, reserve units, implement rate changes, make adjustments to customer accounts and run reports. The program uses 128-bit data encryption, making it one of the most secure programs available. Because it is a companion to Storage Commander, if the communication link is lost, the facility is not affected and continues to operate without interruption.

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HI-TECH Smart Systems Inc.

407 Uluniu Street, Suite 312
Kailua, HI 96734
Phone: 808.263.7775; 800.551.8324
Fax: 808.261.4447
E-mail: [email protected]
Web: www.hitechsoftware.com
Contact: Linda Black
Product(s): RentPlus
Price Range: $699-$1,999
Demo: CD or download from website

HI-TECH has been producing self-storage software since 1986. Its self-storage software for Windows, RentPlus, first shipped in 1998. It was designed to provide operators the tools and information to make the most of a self-storage business. Highlights include an on-screen interactive map of the facility; daily, weekly and monthly rentals; multiple collection and discount plans; automatic charges and printing of notices; inventory management; customizable letters; e-mail letters and reports; and much more. Digital photos may be attached and viewed with a customers record. Corporate-office software, data and demographic mapping, interfaces with popular security systems, and automatic credit-card payment options are available. RentPlus includes technical support, updates and a risk-free, money-back guarantee. HI-TECH provides support from offices in Florida, Hawaii and Missouri. Additional offices are in Brisbane, Australia, and The Netherlands.

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E-SoftSys

139 Bayhill Drive
Blue Bell, PA 19422
Phone: 610.277.7457
Fax: 610.278.4117
E-mail: [email protected]
Web: www.selfstoragemanager.com
Contact: Kat Shenoy (U.S.), Sathish Shenoy (Canada), Nigel Lothian (U.K.)
Product(s): Self Storage Manager
Price Range: $2,600 to $5,000 per site, based on the number of units and add-on modules
Demo: A demo CD can be requested through the website, or call to schedule an online demonstration.

E-SoftSys, a Microsoft Certified Partner, provides technology solutions for the self-storage industry. The company offers a complete suite of products and services:

• Self Storage Manager (a Microsoft Certified Product), is a comprehensive management software designed to automate business processes with the convenience of a color-coded site map and optional interfaces to QuickBooks and gate-access equipment.
• Multi-facility ManagerA management tool used to connect to and manage multiple facilities from a corporate office.
• Mobil RentalA wireless rental module that allows an operator to carry his rental office in the palm of his hand.
• Web RentalA web interface that allows tenants to rent or renew spaces via the Internet.
• Touch Screen KioskA self-help information center for tenants.

Other services offered include website design and development, search-engine optimization, and an interface between a facilitys site map and website.

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Integrity Software Systems

3211 Continental Drive
Traverse City, MI 49686
Phone: 231.941.2322; 800.843.9566
Fax: 231.941.9544
E-mail: [email protected]
Web: www.integritysoftware.com
Contact: Ron Plamondon
Products(s): Mini Storage Personal Accountant

Integrity Software Systems Mini Storage Personal Accountant has been designed to offer self-storage facilities an accounting system that is easy to use. It provides strong financial controls that prevent locking out customers who have paid and help prevent manager theft. Chris Ray, a certified public accountant, and Ron Plamondon, a professional system developer, are well-qualified to design, develop and support installation.

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Mystic Systems Technology Corp. (MSTC)

8260 E. Raintree Drive, Suite 110
Scottsdale, AZ 85260
Phone: 480.556.6244; 800.289.6782
Fax: 480.556.6250
E-mail: [email protected]
Web: www.mysticsystems.com
Contact: Sales Assistant
Product(s): Account Manager
Price Range: $2,000-$3,495, plus optional modules
Demo: Available on CD

MSTCs Account Manager for Windows is a comprehensive, user-friendly, flexible onsite property-management system. It is account-based, making multiple unit rentals and contacts per tenant account easy and thorough. It lets property managers accomplish flexible payment, billing and invoice options. During automatic processing, it assesses all fees and rent due. It also generates and prints all onsite collection letters and reports, and delivers real-time financial data to the home office and ownership members via a unique corporate-transmittals feature on the Internet. The programs versatile letter-writing system allows the creation of personalized letters, invoices, receipts, leases and forms, all of which can be merged with a variety of site- and customer-specific data. Account Manager also features monitoring of all system-wide alterations, making audit control easy and understandable. Options include insurance processing, digital photos and credit-card processing. The program completely integrates with MSTCs Security Manager for Windows, which provides system-wide gate-automation and alarm-security options.

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ONeil Software Inc.

11 Cushing
Irvine, CA 92618
Phone: 949.458.1234
Fax: 949.206.6949
E-mail: [email protected]
Web: www.oneilsoft.com
Contact: Rick Jones
Product(s): RS-SQL, RS-Web, RS-Mobile
Price Range: From $1,195
Demo: Available through website, via e-mail, or by calling 949.458.1234, ext. 280

With more than 20 years of experience in records-storage solutions and offices worldwide, ONeil has more than 700 users in more than 48 countries throughout the world. The companys comprehensive RS-SQL records-storage software includes consistent upgrades, enhancements and unmatched features. It is also available in a small-business edition that includes software, hardware, how-to guides and training. Other ONeil solutions include barcodes, laser scanners, printers, industry education and more. Subscribe to the companys free industry e-magazine, The Strategic Partner, via e-mail or the website.

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Online Self Storage Inc.

3827 N. Oracle Road
Tucson, AZ 85705
Phone: 877.301.4635
Fax: 520.407.9616
E-mail: [email protected]
Web: www.onlineselfstorage.com, www.callmaximizer.com, www.ctsgroup.com
Contact: Rick McGee
Product(s): Call MAXimizer, Online Transactions
Price Range: $299
Demo: Available at www.onlineselfstorage.com

Online Self Storage provides self-storage owners and operators the ability to easily generate revenue and profits from the Internet. The company can create, host and help operators maintain a dynamic website that provides information and e-commerce opportunities for customers. Online can also help maximize overflow and after-hours customer calls through its professionally staffed call center. Its agents can book rentals, set up appointments and accept payments when operators are unable to answer the phone. Facility information, such as availability, pricing and discounts are easily updated through the simple, easy-to-use browser interface. The integration of Onlines call-center and kiosk technology with the Internet allows customers to conduct business with a facility 24/7.

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PTI Integrated Systems

8271 E. Gelding Drive
Scottsdale, AZ 85260
Phone: 480.991.1259; 800.331.6224
Fax: 480.991.1395
E-mail: [email protected]
Web: www.ptiaccess.com
Contact: Business Development
Product(s): TaskMaster, Master Security, Falcon 2000, SiteMaster Graphics
Price Range: $495-$4,000
Demo: Available via CD or website

TaskMaster management software is a comprehensive, user-friendly, versatile, Windowsbased program designed to handle all aspects of the self-storage business. The system simplifies collection on delinquent accounts, assignment of multiple rentals, consolidation of billing, and payment processing for multiunit customers. It manages merchandise sales, inventory, insurance and other income, and provides infinite customer history with demographic profiling for use as a marketing tool. Automatic functions are available for daily processing of rents, late fees, default correspondence, credit-card processing, FTP/e-mail, accounting exports, and extensive reporting capabilities for accrual and cash accounting.

Other offerings include:

• The Master Security system runs with TaskMaster. It tracks security within a customers account and controls all security devices.
• PayXpress lets a customer pay his bill from the convenience of his vehicle at the gate.
• Falcon 2000 is the computer interface between the facility operator and standalone Falcon security system. It is user-friendly and conveniently retains infinite history of access for easy reference.

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QuikStor Security & Software

13908 Ventura Blvd.
Sherman Oaks, CA 91423
Phone: 818.922.2000; 800.321.1987
Fax: 818.501.5785
E-mail: [email protected]
Web: www.quikstor.com
Contact: Doug Carner
Product(s): QuikStor-Express
Price Range: Free and up
Demo: Available for free

QuikStor software offers: an interactive, multilevel help system, employee-training mode and built-in tutorial videos; automatic rent collection with a low banking fee (20 cents per transaction); automatic e-mailing of invoices, receipts, and delinquency letters to reduce postage costs; integrated digital photography that stores images in tenants data records; QuickBooks integration that provides full general-ledger accounting; automatic data encryption and off-site data backups; a corporate-enterprise module for multi-site management; simultaneous data access and off-site reservations; integration with pay-at-the-gate access keypads; screen-security video surveillance; records of site-intercom use; support for rental of wireless door alarms for standard units and table-top motion sensors for recreational vehicles; software for ATM-style, self-service kiosks; and same-day conversions of management-software data. QuikStor offers modular design, affordable pricing and professional installation.

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Quayle Computer Concepts

27682 Paseo Barona
San Juan Capistrano, CA 92675
Phone: 949.364.6314
Fax: 949.347.6900
E-mail: [email protected]
Web: www.quayles.com
Contact: Calvin Quayle
Product(s): SWAMP (Storage & Warehouse Asset Management Program) Software Type: Management software
Price Range: $495 initial license, discounts for multiple licenses, $50-$100 for updates

SWAMP (Storage & Warehouse Asset Management Program) does what operators need to make storage management easier at an affordable cost. SWAMP helps owners and managers be more productive and their businesses more profitable. The program is used by hundreds of satisfied users, serviced by a father and son who have been in the storage and software industries for 25 years. They understand customers needs and listen to suggestions. Offerings include free and unlimited support, and friendly and courteous service.

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Sentinel Systems Corp.

1620 Kipling St.
Lakewood, CO 80215
Phone: 800.456.9955
Fax: 303.242.2010
E-mail: [email protected]
Web: www.sentinelsystems.com
Contact: John Fogg
Product(s): WinSen Property Manager
Price Range: $1,500-$2,600
Demo: Available by request or via website

Lakewood, Colo.-based Sentinel Systems has been serving the self-storage industry since 1975. It manufactures management software, access-control systems and individual door-alarm products. WinSen is the trademark name of the companys product line, which is designed for communication and complete integration. Through the years, the company has grown from a handful of employees to a corporation with a full staff of development, support, production, administrative and sales-team members. Sentinel markets through industry publications, referrals and a strong dealer network. The company ships to selfstorage companies worldwide, and installing dealers and distributors are employed across the globe. Sentinel products are reliable and simply work. The companys employees take pride and satisfaction in knowing they participate in the success of business owners and operators everywhere.

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SMD Software Inc.

3000 Highwoods Blvd.
Leatherwood Bldg., Suite 120
Raleigh, NC 27604
Phone: 919.865.0789
Fax: 919.865.0795
E-mail: [email protected]
Web: www.smdsoftware.com
Contact: Markus Hecker, Bob Myers
Product(s): SiteLink 2004
Price Range: Varies
Demo: Available via mail or download

SiteLink is a popular, powerful storage-management program that incorporates user-friendliness, complete audit trails and accounting links for single- and multi-facility operators. The program reports ensure collections and operations to maximize revenue. They evaluate performance, including aged receivables, marketing and discounts. Management and financial summaries seamlessly tie into supporting documents like accounts receivable and payments, providing complete analysis and audit trails. Reports provide a water-tight financial picture, including all entries for current and previous customers. SiteLink users achieve higher retention rates using the latest billing technology. The e-commerce processes payments electronically, offers e-mail invoicing, and completes online payments and reservations. SMD works closely with clients and delivers quality support. The feature-rich, user-friendly software includes industry firsts such as the revenue manager, which uses operator experience to set guidelines for maximizing return based on occupancy, rates and time. On-screen video and training reduces time to learn the program and identifies opportunities for improvement.

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SafePak Corp.

17394 Boones Perry Road
Lake Oswego, OR 97035
Phone: 503.699.5141
Fax: 503.699.5144
E-mail: [email protected]
Web: www.safepakcorp.com
Contact: Jack Hughes
Product(s): PayStation, P5 Model
Price Range: $5,995-$7,995
Demo: Call office for demo

The P5 PayStation provides payment-acceptance capability (cash, credit cards and checks) for existing renters and can rent out vacant units when the manager is not available or the office is closed. The P5 links directly into a facilitys management software.

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Space Control Systems Inc.

206 Providence Mine Road, Suite 118
Nevada City, CA 95959
Phone: 530.265.3133; 800.455.9055
Fax: 530.265.6504
E-mail: [email protected]
Web: www.spacecontrol.com
Contact: Steve Quinn, Gilbert Bohen
Product(s): NX.gen
Price Range: $1,980+
Demo: Available via phone, e-mail or Internet request

Space Controls NX.gen is management software that takes advantage of the best of the Internet without exposing businesses to the worst. Operators get a standalone, onsite package that never prevents them from doing business just because the Internet is down or slow; but in the background, the software sends management data to a web page that can be accessed from anywhere in the world. NX.gen also provides total rate management. Not only are movein rates automatically adjusted based on supply and demand, the software can raise occupant rates one year after move-in or whenever an operator chooseswithout any prompting from employees. Designed specifically for storage, NX.gen is easy to use, showing all necessary customer information on a single screen, including a customers balance and paid-thru date, as well as every charge, payment, late letter, returned check and employee who made each entry.

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StorMan International Pty. Ltd.

3410 La Sierra Ave., Suite F488
Riverside, CA 92503
Phone: +61 7 3865 1150; 877.785.7626
Fax: +61 7 3865 1648
E-mail: [email protected]
Web: www.storman.com
Contact: Doug Parry
Product(s): StorMan, StorMan Lite, MultiView, MultiUser, MultiSite
Price Range: $1,700 to price on application
Demo: Available on CD or download from the web page

StorMan software was designed to be a specialized self-storage program. It comes available in a Windows or a Macintosh version. Popular in Australia and New Zealand, StorManwith single-site and multi-user versionshas released an advanced software package for larger groups called MultiView, with replicating technology. StorMan has been created by professional developers with many years of practical self-storage experience. It is the choice of Storage King, Australias largest self-storage operator, National Storage and Kennards Self Storage, also of Australia, and Planet Self Storage in Boston. Core features include multi-billing, discount and notice plans, e-mail support, and online-support technology. The software is powered by 4d, a leading database technology used by NASA, Yahoo!, Intuit, Philips, Adobe and many others. Data conversions are available for most existing packages.

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Syrasoft Management Software LLC

P.O. Box 119 Camillus, NY 13031
Phone: 800.817.7706
Fax: 315.708.0819
E-mail: [email protected]
Web: www.syrasoft.com
Contact: Alison Kiesa, Joseph Grotto
Product(s): Storage Management System
Price Range: $995-$5,000
Demo: Trial package available by phone, website or e-mail

Syrasoft has produced management software for the self-storage industry since 1991. Its Storage Management System provides an automated solution for charging rent and fees to customers; keeping customer records; and providing reports for owners, operations directors and managers. It interfaces with access-control systems, credit-card and EFT/check-processing systems, digital cameras, PDA devices, barcode technology, Internet communications/processing and QuickBooks accounting software. Syrasoft provides essential, user-defined features, including a flexible late/lien system, demographics tracking, and creative pricing/rate-management systems. The free trial package provides an opportunity to test-drive the software. Company settings can be changed; tenants added, and moved in or out; reports, letters, contracts and statements viewed on screen and/or printed; charges added and payments posted. The graphical facility map can be manipulated or changed. Syrasoft sales personnel can provide a tour of features and functions or answer questions regarding software setup and use over the phone or via individual presentations.

Why Convert?

Using existing buildings to build a self-storage property offers many benefits over starting from the ground up. It often means lower building cost, a simplified building process, encouragement by local municipalities for re-use, and relatively lower up-fit costs. The cost of conversions can often be several dollars less per square foot than a ground-up project. Why? The fit-up costs of excavation, landscape, irrigation, foundation pour, electrical and HVAC are less. In most cases, construction enables speedier occupancy for owners and investors, allowing them a faster return on investment.

On average, conventional self-storage projectsparticularly groundup facilities in highly populated urban environmentswill take six months to a year and a half to reach occupancy-ready status. This is because zoning laws across the country are becoming more restrictive, complex and costly. Few things are more discouraging for would-be owners and investors than to spend months locating a potential site, and doing the proper demographic and feasibility research, only to be thwarted or delayed interminably by zoning officials.

Converting existing buildings can bypass many zoning headaches and time delays. For example, the structure and site work on conversions are virtually complete before the project even begins. Ultimately, the conversion project can be completed months ahead of conventional projects. Having this edge in a competitive market will often discourage competitors from entering your market area.

Deck SystemsTypes and Tips

If you are fortunate enough to find an existing building to convert, the building process itself is much like that for new storage. One of the better scenarios is to find a free-spanning building with a clear ceiling height of more than 18 feet. This allows you to maximize the potential of the footprint by using a lightweight, structural deck system, creating a cost-effective way to add another floor within the structure.

Here, experience counts. Stick with manufacturers that specialize in self-storage and can supply light-gauge, sturdy, well-engineered systems that spread much of the structural load across large portions of the existing floor. This can save you some of the expense and hassle of re-engineering the existing structure.

By comparison, it will cost you several dollars per square foot less than the traditional-style, mezzanine, point-load system and will go up much faster. Industry experts will tell you an 18-foot clear-span or higher bay building with a footprint of 35,000 square feet can be converted to a complete facility with more than 55,000 square feet of rentable space.

Product Tips

When shopping for suppliers, one of the most important things to look for is a firm with specific experience in conversions and deck systems. If your goal is to maximize use and leverage the potential of the property, do your homework. Avoid firms that purchase steel components from one supplier, corridors and partitions from another, and doors from yet a third.

Purchasing directly from a manufacturer that supplies all of your components not only guarantees the components will all work together, it avoids placing the middle man on you balance sheet. This will save you money on product costs, allow you more flexibility in your design, and give you a more professional overall fit. It is also important to use a company with its own engineering and design department, one that can provide custom components specifically designed and pre-engineered to fit your building.

The Importance of Shipping

In your search for a conversion supplier, keep in mind special care should be used in shipping light-gauge, pre-painted steel. This is very important, yet commonly overlooked. Search for suppliers who ship, handle and preserve their own products before they arrive at your site. Using unfamiliar shipping companies may cause these prepainted products to be damaged before they get there.

Stick with a company that produces and ships its own products, and can carefully unload and stage all products on your site. Often, with outside trucking companies, products can be mismanaged or damaged during these processes. Unfortunately, damaged parts are virtually impossible for owners to recognize until its too late. Only when the erector starts digging through the pile of steel will damaged components be revealed.

All too often, the frustrated owner will use damaged parts, while trying to negotiate liability with the trucking company. Another alternativeand equally unsatisfactoryis attempting to return defective materials, which causes significant and unnecessary delays. This is why your suppliers level of service should include transporting your product safely to your site.

Installation Tips

Owners want to protect and enhance their investments for years to come, so they expect accountability from their suppliers. Thats why it is important to avoid firms that outsource design, engineering and installation. It has been my experience that these firms realize a high degree of turnover with their subcontractors, which can be problematic for an owner. If you use a manufacturer that subcontracts an erection crew, make sure the crew has the proper training and is certified. Nothing is more disheartening than to spend money on a high-quality product that you expect to last for decades, only to have that investment squandered by faulty installation.

Finally, look for a conversion company with experience in the business and a good track record. Find a company with at least a five-year warranty on construction labor. This says everything about the integrity of the firm and its willingness to stand behind your conversion. You want to ensure someone will be available to quickly and professionally respond to labor and material issues that may arise during the life of the project. After all, this will reflect directly on you as a provider of the self-storage product.

In the final analysis, conversions are an attractive and viable alternative to conventional, ground-up projects. The secret to successful conversions is understanding and following an intelligent process. Is the building in the right location for self-storage? What is the condition of the building? Will it suit your needs? Can floors be added? Can you find a reliable, single-source manufacturer that takes responsibility for all phases of the project? These are all questions that, properly answered, will ensure your conversion project is a success.

Kurt Conlon is a sales representative for BETCO Inc., a single-source manufacturer of self-storage buildings. Based in Statesville, N.C., BETCO provides knowledgeable field consultants, engineering and design services from inception through building erection. For more information, call 800.654.7813; visit www.betcoinc.com.

How can you make your time in a different country enjoyable, productive and error-free? After all, many self-storage development companies are looking to expand their markets overseas. But what if you’ve never done business outside the United States? How do you work in a mixed-culture business setting? When it comes time for you to travel overseas, four practical preparations can help you arrive in a courteous frame of mind and start your trip on the right foot:

1. Keep your passport, visas and other important papers up-to-date. If you plan to travel repeatedly to several countries, you may want to apply for a 48-page passport, which provides additional space for visas. Make two photocopies of your passport, and leave one in the United States with a trusted friend. Also consider whether you will need an international driver’s license.
2. When packing, avoid any tags or luggage labels that scream “United States” or “American.” In this post-9/11 era, there’s no such thing as taking too many precautions. Tags and labels may attract the attention of thieves or terrorists.
3. Know what the local currency is and have some on hand. You will need local currency for taxis and any emergencies (the equivalent of $25 to $50); but for most of your needs, plan to use traveler’s checks and credit cards, which sometimes get better exchange rates. Never travel without any local currency already in your possession; you do not want to arrive late at night after flight delays, find the airport banks closed, and be stranded with no way to get funds.
4. It is especially important to have done your culture awareness “homework.” This is one area in which learning by doing is not recommended. By winging it, you could commit a serious faux pas from which you could not socially recover, and your business could suffer as a result.

Cultural Differences

There are three main areas to keep in mind concerning cultural awareness:

• Use of Names—When it comes to names, most cultures are more formal than we are in the United States. So always use a formal title—Mr., Miss, Doctor, etc.—not just a person’s first name in conversation. Always wait for permission to be informal.
• Awareness of Time—Cultures vary when it comes to the importance placed on punctuality. Latin Americans don’t emphasize timeliness as much as businesspeople in some European countries. You always need to arrive on time, but manage your expectations of others.
• Nonverbal Signals—This refers to body language. For example, a negative shake of the head in the United States means “no,” while this same gesture means “yes” in Pakistan and other cultures.

How can you increase your awareness of cultural differences? Study travel guides, attend an intercultural training seminar or speak to citizens of the country you are visiting. You can get additional information about the country from its embassy or consulate. The U.S. Department of State’s Bureau of Public Affairs can be a valuable source of resource material through its series of background notes. These brochures can provide you up-to-date information on a country’s geography, government, economy and history, as well as the languages spoken there and the names of the principal U.S. officials, such as the ambassador.

It’s important you make the most of your time during your trip. You can use informal dinners to become better acquainted with business associates, read the local paper to understand issues of concern to area residents, and taste local specialties to get the true flavor of the area. Part of the success of your trip will come from its lasting effects on your outlook—what you learned as much as what you did. If you approach the trip as a sort of intensive educational seminar, you may benefit more.

But all journeys must come to an end. Before separating from your international host, thank him for seeing you—visitors, are, after all, a disruption. Determine the next business step—a reciprocal visit, further negotiations, a report? When you arrive home, send thank-you notes and any follow-up material promptly. You can send copies of business photos you took during your trip and any articles you come across that are pertinent to the discussions you had.

Hosting Visitors

Another aspect of doing business with different cultures is when professionals from other countries come to the United States. Following are eight tips to make international business travelers feel less like strangers in a strange land, and make their visit a smashing success.

1. Learn about the visitor’s culture. You need to know, in the literal sense, where the person is coming from. Imagine, for instance, if a foreigner asked you about life among cowboys if you come from New England—it would seem a strange question. It is just as important to understand a visitor’s home country. You want to be able to discuss any neutral, newsworthy events.
2. Always have someone meet the visitor at the airport. While a greeter at the airport is an optional practice for U.S. business travelers, it’s a vital courtesy for international visitors. Again, consider how much more comfortable you would feel while visiting a foreign land if you knew you would have someone to greet you.
3. Understand and use appropriate greetings and titles. This simple gesture can get you off on the right foot. It shows respect for the visitor and his culture. (See the section below on international greetings for more culture-specific tips.)
4. Have foods or flowers delivered to your visitor’s room. This is a gracious, welcoming touch. If you can provide something to his taste, that’s even better. Remember that some flowers have symbolic significance in other countries, so make sure the arrangement is appropriate.
5. Arrange for a driver and/or transportation during the visitor’s stay. This allows for safe exploration without your presence.
6. Respect the visitor’s dining customs. If the visitor expresses an interest in trying local cuisine, that’s fine; but do not force unfamiliar foods on him. You’ll also want to show sensitivity—don’t feed a Muslim a pork-roll sandwich for lunch, for example.
7. Plan interesting things for the visitor to do at night. He will want to enjoy as much as possible of the local culture. Remember what may seem routine to you—such as a dinner cruise—may be enjoyable to a stranger. If a visitor brings family members, arrange for appropriate activities.
8. Show the visitor how Americans live. Invite him to your home. Provide materials about your city. Conduct a tour of your city if it is a first trip. You’re being gracious and helping the visitor understand Americans, including you.

In the end, the key to any business traveler’s success is to have and show respect for the other person’s cultural norms.

International Greetings

There are several forms of international greetings. Whether two businesspeople use a handshake, kiss and/or bow, for example, will depend on their cultural backgrounds. It is always a good idea to check with someone familiar with the customs of your host country before you travel or host international clients so you understand the acceptable and practiced forms of greeting.

Handshakes

Like other aspects of business etiquette, there are different rules of handshaking to be aware of when dealing with foreign visitors or traveling abroad. There are many differences in handshakes worldwide, including who extends whose hand first, how many hands you shake, and whether you shake hands with women. The firmness and duration of the handshake might also change, depending on the location. The significance of handshakes also varies internationally.

Never make assumptions about people based on their handshakes, regardless if you are the visitor or the host. The variations indicate cultural differences rather than a person’s personality, as some Americans may believe. For instance, in Japan, a limp grip is the accepted behavior, not a sign of weakness. A Japanese visitor to the United States may not change his typical shake until he has become accustomed to the American method.

Also be careful about assigning too much significance to a handshake, particularly as a symbol of commitment at the end of business negotiations. In Italy, the handshake is an important gesture of trust; but, in general, doing business on a handshake is dying out in Europe.

To be safe, when shaking hands with someone for the first time, always extend your right hand. Be cautious with the left hand. In parts of Africa, Asia or the Middle East, there are taboos against using the left hand. It is considered “the dirty hand”—the one used for bathroom functions.

In Belgium, France, Germany, Russia, Sweden and most of the rest of Eastern Europe, you must shake hands with everyone in the party upon arriving and leaving—do not simply wave hello or good-bye. Start with the highest-ranking or oldest person. The most important person usually extends his hand first. In Asia, be cautious. You do not want to force a handshake on anyone. In Japan, take your cue about whether to shake hands, bow or do both, from your host. In South Korea, you will probably shake hands. In Arab countries, men may find themselves shaking hands several times a day, whenever you go apart and then meet again.

There are no longer established differences between men and women when shaking hands in the United States; but this is not always the case in other countries. In Europe, a man should usually not extend a hand until the woman does so first. Women should make sure they do extend a hand; they will lose credibility if they don’t. In some European countries, many of the old formal rules are loosening, especially among younger people. This means you will have to gauge the appropriate action by the specific situation.

In Asia, a man should usually wait for the woman to act before he extends a hand. If she doesn’t extend her hand, don’t extend yours. Women should be sensitive to this; it’s not polite to force it. In China and Korea, however, a woman can extend her hand first. In Japan, you need to judge by the situation. Generally speaking, Arab men and women do not shake hands with each other. A woman should be cautious about extending her hand to an Arab, though many Arabs are now familiar with U.S. customs and will shake hands with women.

Handshakes between men and women also are unusual in India. Hasidic Jewish men worldwide will not shake hands with women because a man is not allowed to touch any woman other than his wife.

Kissing and/or Hugging

Two other forms of greeting that vary from country to country are the kiss and hug. In the United States, incorporating a kiss on the cheek or hug as a form of greeting usually only happens between good friends, and rarely between two men. Keep in mind that in other countries, these actions are part of a polite and friendly protocol. What a kiss or hug from your international counterpart generally means is you are being officially welcomed. This kiss-and-hug “hello” has no more significance than a handshake.

Visitors from countries with kiss-and-hug greetings may use them reflexively when meeting people in the United States. If a foreign visitor kisses or hugs you in the United States, it’s appropriate to accept those gestures in the spirit in which they are offered. In Latin America, you may encounter “the abrazo,” a full embrace with pats on the back.

You also may be kissed and hugged in Russia. In the United Arab Emirates, men will kiss other men three to four times on the cheeks. In Saudi Arabia, a male guest may be kissed on both cheeks after shaking hands. In France, you might see people kissing alternate cheeks (actually, rubbing cheeks and kissing the air). Generally, in Europe, kissing occurs only after the relationship has become somewhat more personal. As the foreigner, it is a safe bet not to initiate the practice but let the other person start.

The Bow

Another physical form of greeting is the bow. While most Americans associate “taking a bow” with receiving applause, to bow as part of a greeting is an act of humbling oneself before another, of showing respect. Bowing is just a gracious way to say “hello,” to acknowledge a person. There are three etiquette guidelines for bowing:

First, always return a bow! Failure to return a bow is rude.

The person of lower status bows first.

The person lower in status bows lower.

The bow is part of the ritual greeting in Japan. The Chinese may nod or use a slight bow. A slight bow also is used in Indonesia, Malaysia, Singapore and South Korea. While handshakes are used in most of these locations, adopting the local custom of making a bow shows respect for the individual and the culture.

Men generally bow with their hands at their sides, palms down on their thighs. Women bow with their hands folded in front. There are variations and subtleties to the bow based on the individual culture.

In Thailand, the wai (pronounced “why”) combines a bow with a sort of salute. It is done with the palms together, fingers up (not folded or clasped) and a slight bow. The hands are usually at chest level. When performing this gesture, you say, “wai.” The younger person does the wai first. In addition to signifying “hello,” it can be used to say, “good-bye,” “thank you” and “I’m sorry.” The higher the hands, the more respect you show, although eye level is the highest anyone goes.

In India, a similar greeting is called the “namaste.” It is done with palms together and fingers up and together, usually at the chin level. It is combined with a nod. You say “namaste” (pronounced “nay-mast-tay”), which means, “I bow to you.” It is a sign of appreciation. The host usually does it first, and it’s polite to return it. Do this also for “good morning,” “good afternoon” or “good evening.”

The bottom line is to know the traditions and practices of the nation where you are traveling or visitors you are hosting. Don’t lose business or a client—or, worse, embarrass yourself or your firm—by being labeled rude or ignorant of acceptable international greetings.

Marjorie Brody is a speaker, consultant and coach to Fortune 1,000 executives and the president of Brody Communications Ltd., which started as a part-time training company and is now a successful, multimillion-dollar venture. Brody is author of Professional Impressions ... Etiquette for Everyone, Every Day and Career MAGIC: A Woman’s Guide to Reward & Recognition, as well as more than a dozen other career-related books. She is a recognized media expert whose commentary on workplace/career issues is regularly featured on TV and radio shows, and in newspapers and magazines. For more information, call 800.726.7936 or visit www.marjoriebrody.com.

At the time of this writing, I have just returned from the Inside Self-Storage annual expo in Las Vegas. Many consider this event to be the leading tradeshow of the industry, not only because of the number of participants, which continues to grow substantially, but also its superlative educational and networking opportunities. This year, the quantity of attendees topped 4,000, which does not even include the staffs of more than 200 vendor exhibits.

Attending the Vegas show is always a bit like going to the grocery storeyou have no idea of the innovative and sometimes crazy products on the market until you go browsing down the aisles. I always relish the occasion to speak with new merchants, inspect groundbreaking technologies and catch up with old favorites. But perhaps the most interesting discoveries of all occur when I stand in the magazines own booth and let attendees come to me.

In the past week, I have had the pleasure of meeting Suzanne Repol, director of operations for StorageMaxx Canada Inc.; Claas Nieraad of City-Lager, which is presently building self-storage facilities in Germany; and a gentleman who owns and operates two facilities in Mexico City and is looking to build more. Domestic conferences and expos continue to be meeting grounds for developers from many nations, who come to learn from the American experience, meet potential investors and shop for cutting-edge products. Las Vegas has always been a diverse playing field (in more ways than one); but for self-storage, this was never truer than in recent years.

This issue is largely dedicated to the basics of international business. For those interested in expanding their portfolios or assuming intercontinental roles in their companies, advice from U.S. experts can help pave the way for a more rewarding global experience. Though the process of constructing and marketing self-storage overseas can be dramatically different, similarities on the operational side create a cohesive industry community. Anne Ballard, founder and president of Universal Management Co., who recently spent a week consulting with a facility in Ireland, sums up the scenario nicely:

Although each market, country and culture has its own idiosyncrasies, some things are constant in the self-storage industry worldwide. Customers everywhere want clean, dry, well-lit spaces with professional managers who provide world-class customer service and great storage products. Storage owners and developers want stores that lease up as soon as possible and the lowest cost per lease. Getting these two sides of the equation together is the art of self-storage management.

Inside Self-Storage

would like to extend its gratitude to the vendors and attendees who helped make the Las Vegas show an unprecedented success. A special thanks goes to those who traveled from abroad. Diversity in the marketplace bolsters the strength of this industry, here in the States and across the world.

Best wishes,

Teri L. Lanza
Editorial Director
[email protected]

Can you really increase your storage rentals by providing better customer service? Is it possible to turn customers into raving fans of how they are treated at your facility? If this were possible, would it make your referral and previous- customer programs more effective? Absolutely! In fact, not only can you increase your sales, you can decrease your marketing and advertising budget at the same time.

To start, you must know what level of customer service you currently provide and what level you ultimately want to achieve. Ask yourself a few key questions. First, how are you treating prospects when they first call your store? This is the initial impression customers have of your facility, and it will determine if they want to visit you.

Second, how is the prospect treated once he visits your store? This has a tremendous impact on the customers perception of how you address his needs. Finally, once a customer rents a unit, what level of service are you providing? This might determine the length of time he stays with you and, when he eventually moves out, whether he will come back to you with a future need or refer you to others. If you address these questions and develop an effective customer-service program, you can take your self-storage operation to a new level of success.

Develop Your Program

To develop an effective customer-service program, you must determine the best way of taking care of customers. Create systems that will ensure every customer is receiving the highest level of service possible. For instance, implement a phone-sales presentation that will educate, build trust and show the customer the value of what he is receiving when renting a unit with your company. If done properly, this will provide him all the advantages of storing with you. It will also give you the opportunity to build a rapport and set yourself apart from the competition.

Tell each customer about the features and benefits of your facility that will create the highest impact. Do not provide the exact same information to each customer, as it should vary slightly depending on his particular needs. However, it is vital to provide a consistent level of sales performance; to this end, supply ongoing training to each employee involved in the selling effort. This will help develop reliability as well as ensure each customer is being treated with the highest level of service. Over time, this will improve your ability to set appointments, create customer visits and, ultimately, increase rentals at your store.

When a customer visits your store, welcome and treat him in person with the same level of respect, warmth and enthusiasm you provide over the phone. This will raise the standard and expectation of how customers are treated by everyone involved in the operation of your store. It will also confirm to the customer your commitment to providing him an excellent storage experience.

Unfortunately, this level of customer service is the exception and not the rule in most self-storage operations. However, where it does exist, referrals are generally more frequent, because customers are more excited to tell their friends and family about how great the facility is. As a rule, for every great experience a customer has with a company, he will tell two to three people. For every bad experience he has, he will tell eight to 10. Minimize the bad experiences and maximize the great ones your customers have with you through impeccable service.

If you are not careful, it is easy to forget about the customer once he rents a unit. It happens frequently in this industry. But what if you were the exception and carried through with your commitment? In other words, not only do your customers receive great service on the phone and when they sign their rental agreements, but during their entire storage experience. Would this level of consistency allow you to create raving fans?

Measure how many customers come to you as referrals and how many former customers come back to rent, and you will learn pretty quickly how effective this approach is. In fact, over time, you will probably find your percentage of referrals and previous customers will outpace almost every other form of marketing. Customer service can help lower your advertising budget while increasing the rates you can charge.

Brad North is founder of Advantage Business Consulting, which specializes in on-site sales, marketing, feasibility and operational training for the self-storage industry. He has produced two live videos and a workbook titled Maximizing Your Sales and Marketing Program, which can help managers improve their sales and marketing efforts. He most recently launched A TelePro, a mystery-shopping service that assists in educating, evaluating and improving the phone-sales performance of self-storage professionals. For more information, call 513.229.0400 or visit www.advantagebusinessconsulting.com.

One minute of planning saves 10 minutes of doing. In a time of short-term profits and a desire for immediate results, we struggle with this notion. If you have begun a records-storage business or are on the cusp of launching one, consider a facilitated focus retreat.

In the development of any project, we should step back from time to time to see if it is indeed what we intended. Although most experienced business executives develop a business plan and create a pro forma for their new ventures, few develop benchmarks and reassessment points to determine if they are on course.

In general, business owners have discovered the importance of reality checking. Nothing ever goes exactly as planned, particularly when it comes to start-ups. In last months column, I discussed the concept and use of the road map, which guides the process or business plan through to its completion. Lets say, for example, we decide to go on a trip. Well call this plan The Road to California.

We need to understand several things before we set out. Why we are going? How can we get there? What is our budget? What is our timeline? And what do we want to achieve? Once we know these things, we can set our plan in motion.

Lets say, during the course of executing this plan, we are driving west and forget to refer to the road map. We make a wrong turn at Albuquerque and end up off our course. But we like New Mexico, stay for a while and get distracted. Now we are late and off the original mark, but mesmerized by the process. Eventually, we find six months has passed!

We have a couple of options now. We can go back to my original plan, or we can continue down this other path. We know what lies ahead in California, because we already have a plan. We do not know the outcome of staying in New Mexico, an unscheduled and unplanned detour. Perhaps there are other roads of which we do not yet know. What do we do?

Facilitated Focus Retreat

Business owners and corporate executives have discovered a process that works. The story about being distracted in New Mexico is an analogy representing a common problem for all businesses. Staying on course is important, but knowing when you are off course is more so. It is only then you can begin to correct the problem.

I have found the single largest problem faced by new start-ups in commercial records management is being driven off course and not recognizing it. Many have invested significant capital and resources in the development of their new businesses but get mired in the details. They may be heads-down and busy but are moving in circles rather than to a destination. The problem is, they have lost sight of what the destination is. Confusion reigns, operations and sales are disjointed, and owners are unfocused.

How do we recognize and fix the problem? One approach that has worked for decades is a retreat, defined in the dictionary as, a period of group withdrawal for meditation, study and instruction under a director. Lets look at this description a little more closely:

• A period of group withdrawalA brief time taken away from mundane day-to-day activities for a group of people who have similar goals.
• For meditation, study and instructionThis is a thoughtful time, where thinking is important, a method of study is employed and some instruction is performed.
• Under a directorIt requires an outside facilitator to cut through the garbage and keep the group on track.

The retreat begins with understanding where we are in the business nownot where we think we are, but where we really are. Next, we move on to understanding what we want, followed by where we want to bein what time frame and at what cost. The next step is setting realistic short-term goals and understanding what resources we need to achieve them (capital, people, processes, technology, management, etc.). Finally, we agree on our focus, business approach, operating plan and selling strategy.

These retreat sessions should be attended by records-management investors, general managers, operations managers and sales staff. Most find the exercise to be profound. It is best done either immediately before the initial planning process or six months into the project. Some mature records centers host retreats annually. They are usually held over a Friday and Saturday, and the results are astounding. Confusion and ambiguity becomes concise and focused plans.

Oblio and Arrow

Harry Nilsson, a popular singer from the 1970s, wrote and performed a song called Me and My Arrow. That song was later made into an award-winning feature film narrated by Ringo Starr. The film tells the story of a man named Oblio, which goes like this:

Oblio lives in the Land of Point with his family and his dog, Arrow. He is different than everyone else because he has a round head; everyone elses head is pointed. Oblios family is embarrassed and the leaders of the land banish him. His first adventure is to go through the pointed forest. When he arrives on the other side, the first person he encounters is the pointed man, who is covered in arrows that point in every direction. Oblio and Arrow agree, this makes the man pointless!

I show people this scene in my training sessions. The point is, if we have too many focuses, we are actually unclear. The pointed man is the embodiment of the company that wants to be all things to all people. He is doomed to failure. In records management, a facilitated focus retreat can help us stick to our plan and reach our projected goals.

Regular columnist Cary McGovern, CRM, is the principal of FileMan Records Management, which offers full-service records-management assistance for commercial records storage startups, marketing assistance, and sales training in commercial records-management operations. For assistance in feasibility determination, operational implementation or marketing support, call 877.FILEMAN; e-mail [email protected]; www.fileman.com.