StorageTreasures.com, an online-auction website that serves self-storage businesses and auction hunters and recently merged with online-auction company Storage Battles, has partnered with Pop-A-Lock, a nationwide group of locksmiths, to offer lock-cutting, photography and inventory services to self-storage facility operators.

"This added service will bring convenience and a time-saving option to self-storage facility managers who no longer desire to cut their own locks, take pictures and inventory their storage units in preparation for sale," said James Grant, CEO of StorageTreasures. "This will also reduce their liability, as an insured third party will be performing this duty while being observed and witnessed by the facility manager."

StorageTreasures.com is a free storage-auction locator and self-storage facility finder covering the United States and Canada. The website offers auction schedules and site-specific guidelines for auction hunters and self-storage owners. It has more than 4,000 self-storage facilities signed up to hold lien sales online and a database of 800,000 registered buyers nationwide, officials said in a press release. The company averages more than 4,000 online auctions a month and expects to double that this year.

Pop-A-Lock provides 24-hour locksmith services nationwide. It was launched in 1991 when local law-enforcement agents in Lafayette, La., recognized the need for a car locksmith in their community. Since then, the company has grown to become a large professional locksmithing franchise. The original Lafayette location is now the national training facility and corporate headquarters.

The National Self Storage Group at Bull Realty Inc., a commercial real estate sales, leasing and consulting firm, hired Graham Hill as senior vice president. In this role, he’ll advise owners and investors in the acquisition and disposition of self-storage facilities and sites in the Southeast United States.

“I’m excited to utilize Bull Realty’s powerful disposition and marketing platform for my existing and new self-storage clients,” Hill said.

Prior to becoming a real estate broker, Hill owned and operated sales-promotion and marketing companies, as well as invested in multi-family properties.

 “Self-storage has become one of commercial real estate’s hottest niche sectors, so now was the right time to add a distinguished commercial real estate professional like Graham to our group,” said Michael Bull, CEO of Bull Realty and host of the “Commercial Real Estate Show” program on the company’s website. “He will help us expand our services for private equity and institutional owners in this growing sector.”

Founded in 1998 and headquartered in Atlanta, Bull Realty’s services include assisting clients with acquisitions, dispositions, tenant representation, landlord representation, auctions and advisory services. The company serves a variety of industries including office, retail, industrial, multi-family, healthcare, land, senior housing, student housing, automotive properties, self-storage, day care, and single-tenant net lease properties.

Self-storage units regularly serve as rehearsal space for bands, but could a tiny, 8- by 10-foot unit become one of the hottest music venues in Los Angeles? According to a story published online on April 1 by arts and entertainment journal “LA Weekly,” musician and storage tenant Tyler Stevens-Tyler has transformed a unit at Hinckley’s Self-Storage into “Propinquity Space,” a burgeoning spot in L.A.’s music scene.

Although it has only three seats among other personal items belonging to Stevens-Tyler, the storage-unit-turned-music-venue has caused a stir among teenagers, with many lining up for two hours before shows are scheduled to begin, according to the article written by Paul T. Bradley. The writer also said Stevens-Tyler began hosting shows at the storage facility after he was kicked out of his practice room at Bedrock L.A., a facility designed specifically for musicians to write, rehearse and record.

"The band and the fans get to be in the same space, literally and figuratively," according to sound engineer Miles Luna, who is quoted in the story.

Bradley said he waited more than 15 hours to see Buche de Noel, an “emerging punk-rock act from Burma.” “Buche de Noel” is the French name for a Christmas cake commonly called a Yule log. “Inside the Storage Wars-vibed space, there's nothing to hide behind, and the energy is pure and raw,” Bradley wrote.

Despite Propinquity’s cramped quarters, Bradley said Stevens-Tyler has no plans to expand the venue to a larger unit or additional space.

The blog article was published online as part of a section called “True Story.” A second article published April 1 in the “True Story” section was titled “Edward Snowden Leaks Drastic New Coachella Security Measures.”

Inside Self-Storage (ISS) has published a new online slideshow titled, “What's Your Damage? 5 Steps to Take When a Tenant Breaks Your Self-Storage Property.” The presentation includes insight and advice from industry insurance expert Dan Sedlacek, vice president of claims for MiniCo Insurance Agency LLC, as well as facility owners and managers on how to proceed when a tenant intentionally or accidentally causes damage to self-storage property.

Whether a customer drives his truck into the corner of a building or loses control of an item he is moving, onsite accidents and resulting property damage can cause inconvenience, unexpected expenses and even danger to employees or tenants. The slideshow includes tips on how to minimize risk, costs and potential injury.

The slideshow, housed in the ISS Resource Center, can be viewed at www.insideselfstorage.com/topics/slide-shows.aspx. It can also be downloaded in a PDF format for future reference.

For nearly 25 years, ISS has provided informational resources for the self-storage industry. Its educational offerings include ISS magazine, the annual Inside Self-Storage World Expo in Las Vegas, an extensive website, the ISS Store, and Self-Storage Talk, the industry’s largest online community.

SpareFoot, an online marketplace for the self-storage industry, has added a new notification tool to its service that alerts self-storage operators via text message when they receive new unit reservations through the website. The feature was suggested by the company’s clients, according to The SpareFoot Blog.

To participate, operators can add a cell-phone number in the “details” tab of their MySpareFoot account. The new service will allow them to follow up with new tenants within the first 10 minutes of a reservation, which has been proven to raise move-in rates significantly among SpareFoot members, the company said. When it asked its customers whether they found follow-up calls helpful, 91 percent said “yes.”

A text alert is sent immediately upon the completion of a reservation, regardless of the time of day. It reads, “From SpareFoot: [FIRST + LAST NAME] has just reserved a [UNIT TYPE] for [MOVE-IN DATE]. Follow up with them now at [CUSTOMER’S PHONE NUMBER].”

The new feature is part of the SpareFoot’s Tenant Connect follow-up call system. The company plans to add more features to the program, including the ability to set a call timeout. In lieu of routing a call to the facility’s call center, the service will request a call-back number from the caller so the operator can return the missed call.

Founded in 2008, SpareFoot.com helps consumers find and reserve self-storage units, with comparison shopping tools that show real-time availability and exclusive deals. With a network of more than 7,000 storage facilities ranging from mom-and-pop operations to real estate investment trusts, the company reaches prospective storage renters though partnerships with brands including SelfStorage.com, Apartments.com and Penske Truck Rental.

Storage Atlantic in Bear, Del., is adding two self-storage buildings to its facility off Pulaski Highway (Route 40), in the town’s commercial center. The expansion will add 17,000 square feet of storage space to the property’s existing 74,600 square feet. One of the buildings will include 9,000 square feet of climate-controlled space. Sprinkler systems will be installed in both buildings.

The facility at 1 PGA Blvd. is near Newark and Wilmington, Del. Bear is a thriving suburb of the two cities, having gone from being a sleepy farming community to an upscale housing and commercial center over the last 25 years, according to a press release from Investment Real Estate Construction LLC (IREC), which will design and construct the Storage Atlantic expansion.

Storage Atlantic is an active member of the Bear community, supporting many local charities including Charity Storage, Goodwill Industries International Inc. and Shoes 2 Share. The business also donates space to local charitable organizations that need to store goods.

IREC is a branch of York, Pa.-based Investment Real Estate LLC, a property-management and consulting firm specializing in the self-storage industry. Since its inception in 1998, the company has provided brokerage, construction, management and development services to facility owners and investors.

There are very few things I enjoy discussing more than technology. Ever since my parents gave me an Atari 2600, after suffering in silence to get the machine at a real estate sales seminar, I have been hooked. Technology is rapidly changing the way we live. From cars that talk to us to phones that think for us and software that will solve our greatest problems, the time to leverage these ideas at our self-storage facilities is now.

Technology has to accomplish three things to be worthwhile. First, it has to allow you to better leverage yourself. It doesn’t make sense to use a tool that doesn’t allow you to improve. Second, it has to fit within your existing procedures and systems. If a piece of technology doesn’t integrate into your operation, it’s worthless because you won't use it. Third, it must show you some kind of return, even if it’s just extra time with our family or an enhancement of your existing business.

Let’s review some technology that meets these criteria and will help you and your self-storage business right now.

Google

One of the biggest challenges surrounding technology is the vast amount of options available. Narrowing your choices is a necessary exercise. Let’s start with the basics: Google. When most people hear this word, they automatically think of a search engine; but Google has become so much more.

For example, Google has developed an easy and cost-effective enterprise segment called Google Apps for Business, "a cloud-based productivity suite that helps you and your team connect and get work done from anywhere on any device," according to the company description. One of the things it allows you to do is create Gmail e-mail addresses tied to your current domain name. So if your website is xyzselfstorage.com, you can create an address like [email protected], powered by and accessible through Gmail. You can create as many personalized addresses as you want, and all you need to access them is an Internet connection.

The app also supplies you with a calendar tool that allows you to share different calendars with your group or make public calendars so your customers can search events at your facility. If you manage multiple sites, this feature is phenomenal. You can schedule lien sales, community events and more.

You also get access to Google Hangouts, which includes instant messaging and the ability to hold online meetings using a webcam. This is an excellent tool for training and general meetings.

Finally, Apps for Business provides access to Google Drive, Docs Sheets and Slides. Drive is an online-storage system, similar to Dropbox or Box, that allows you to selectively share files among your group. Individual facilities may only need limited access to files. Drive is a great way to control access and share documents, and the cost is extremely reasonable. Google currently charges $5 per account per month.

Docs is Google’s version of Microsoft Office. It provides spreadsheet, word-processing and presentation software. It also allows multiple people to edit a document at the same time. Having the ability to collaborate on a document in real time is extremely valuable.

Management Software

There are many different self-storage management programs available today. The idea behind using this software is to remove as much human error as possible. No one should be using a physical ledger to keep track of a facility’s financials, nor should you be using a spreadsheet. You can install management software at your facility for as little as $50 per month.

Most programs now have some sort of Web component, so you can access your reports or accounts online. Many also include modules for online payments and reservations. These features are the new norm in our industry.

As a manager of multiple self-storage locations, I find Web-based management software to be a necessity; but for you, it may not be. If you have a single location and live on site, you can easily access your office computer. Remember, technology should help you improve, should fit into your existing operation and provide some kind of return. Only install what you really need, and don’t feel pressured to use items with which you don’t feel comfortable. Web-based software, often called “cloud-based” software, is the future, so consider giving it a try.

Security

One area where technology has really benefitted the self-storage industry is security. Digital video recorders have replaced VCRs, and cameras now have amazing resolution and recording capability. Gate systems are completely automatic and speak with your management-software program with relative ease. You can even watch the footage from your security cameras on your Web-connected computer or smartphone.

The great thing about emerging technology is it’s driving down the cost of security. A decade ago, putting up a few cameras was an expensive proposition. Now you can install cameras in every single unit. Imagine being able to give your customers a unique Web address where they can log in and view their items over the Internet in real time. Think of the universal selling proposition it would give managers when they’re closing a sale. These are game-changing types of technology that everyone can take advantage of right now.

Marketing

If there's one place technology has changed forever it’s marketing. If you're using a marketing approach or strategy that's giving you a solid return on investment, no matter what it is, you should continue using it. Numbers speak for themselves, and in marketing, they're everything. A favorite saying from one self-storage owner I know is, “In God we trust; everyone else must bring numbers.” Self-storage facilities are in business to increase revenue, so track everything.

In today’s society, a website is required, including one that displays well on a mobile device. There are plenty of people in our industry who can help you with website design and search engine optimization if you need it.

It's also time to learn and use social media. Start with Facebook, then work your way from there.

Video is also a great tool. You can use it to capture customer testimonials or even to create “welcome” and “thank you” messages for renters. These recordings can be easily uploaded to YouTube and linked to your facility website. There are few marketing approaches that are more convincing than video of current customers telling everyone how much they love your business.

There are so many ways technology is changing our lives, it’s hard to cover them all in a single article. The best thing to do is experiment. Find your problem areas and research the solutions. It might be a device or a piece of software that solves your issue. Also ask other self-storage operators what they’re using at their facilities. Don’t be shy—if you have a question just ask someone. The most important thing is having the confidence to try something new.

 Matthew Van Horn is vice president of Cutting Edge Self-Storage Management, a full-service management company specializing in management, feasibility studies, consulting and joint ventures within the self-storage industry. He’s also president of 3 Mile Domination, a full-service self-storage marketing and strategy firm. For more information, visit www.3miledomination.com, where you can download the company’s free e-book.

OpenTech Alliance Inc., a Phoenix-based provider of self-serve kiosks, call-center services and other technology for the self-storage industry, has acquired the call-center customer base previously serviced by online self-storage directory USStoragesearch.com (USSS). The companies entered an agreement in December and have been working to transition USSS customers to OpenTech's customized service, Live! XpressRes.

"Given OpenTech's successful track record and willingness to offer a customized service similar to what we have been offering, we felt they would be a perfect fit for our customers," said Michael Kucera, president and CEO of USSS.

US Storage Search Inc., owner of USstoragesearch.com and various other self-storage websites, reached a licensing and marketing agreement in January that transferred its operations to the management and control of B2 Interactive, a firm specializing in Internet marketing, website design and software development for the self-storage industry. In addition, USSS terminated its call-center services on Jan. 31, and its call-recording and call-auditing services in February.

Available only to USSS customers, the OpenTech Live! XpressRes service includes automated call recordings, lead tracking, customized scripts and remote reporting features. It allows self-storage operators to access converted sales opportunities, track marketing sources, and view efficiency summaries and manager-satisfaction ratings, according to a company press release. In addition, callers can receive custom-branded follow-up e-mails that can integrate with OpenTech's INSOMNIAC online rental solution.

The USSS call-center service operated on a pay-for-performance model, designating a fee that was collected on a per-reservation basis. In an effort to stay consistent with this practice, OpenTech has created a new service that mirrors the USSS offering.

"The acquisition has been in the works for some time. USSS had made a strategic decision to discontinue offering a traditional call-center service and focus on their core business. We were happy they felt confident enough in our capabilities to trust us with their customer base,” said Robert Chiti, president and CEO of OpenTech. “Our strategy is to grow OpenTech through internal development, acquisition and partnership, so acquiring their customer base was a natural for us.”

OpenTech provides several models of INSOMNIAC self-serve kiosks as well as a range of self-storage rental solutions including the INSOMNIAC Live! Call Center, INSOMNIAC Online Web and mobile applications, LiveAgent! software products, and the INSOMNIAC ILock Security System, all available through the company's Self-Storage Cloud.

Marchex, a mobile-advertising technology company, has released self-storage customer data after analyzing 20,000 phone calls between facility operators and consumers. The findings are part of a new report series called “Industry Trends,” which will spotlight data in a particular business vertical each quarter.

According to the data, approximately 70 percent of callers who inquire about video surveillance, climate control or privacy end up confirming or reserving a unit or booking an appointment. “In our analysis, it was clear that storage facilities aren’t just a place to stash and forget about your spare belongings,” said John Busby, senior vice president of the Marchex Institute, the company’s research and insights arm. “People really value safety, protection and privacy when choosing where to store their stuff.”

Analysts said there are regional patterns in consumer interest for privacy and climate-control features. For example, consumers in Washington, D.C., were most likely to ask about privacy, followed by customers in Minnesota, Missouri, Indiana and South Carolina. The top inquiries regarding climate-controlled units were from Nevada followed by Louisiana, Mississippi, Tennessee and Alabama.

Tenant prospects are also morning people, with the data showing that 68 percent of callers preferring to discuss appointments in the early hours. By the afternoon and evening, consumers are less inclined to take the next step in the buying process, with just 32 percent of calls asking about appointments, according to the Marchex report.

The company said self-storage operators who fail to answer the phone are costing themselves business. “The self-storage industry is dominated by small business owners, and many of them don’t have the capacity to field calls all day,” Busby said. “This data can at least tell owners the most appropriate times to staff phone lines and, more specifically, what features their employees should be ready to answer questions about.”

Marchex provides a suite of products and services for businesses that depend on consumer phone calls to drive sales. The company’s mobile-advertising platform is designed to deliver new customer phone calls to businesses, while analyzing call data to help maximize ad campaign results.

Strategic Storage Trust Inc., a publicly registered non-traded self-storage real estate investment trust (REIT), recently acquired Armored Mini Storage in Chandler, Ariz., for approximately $4.9 million. The facility is comprised of 51,000 net rentable square feet in 480 units and will be rebranded under the SmartStop Self Storage brand. The seller was Armoco One LLC.

The acquisition is the company’s fifth self-storage location in Arizona. Its portfolio in the state comprises approximately 295,000 net rentable square feet in 2,455 units.

"This facility is in a solid retail location, and adds to [our] cluster of properties in Arizona, a growth market with excellent demographics," said H. Michael Schwartz, chairman and CEO of Strategic Storage Trust, the parent company of SmartStop.

The 3-acre property at 1625 W. Chandler Blvd. includes six single-story self-storage buildings and a single-story retail office that offers a manager's apartment. Built in 1996, the facility is currently 97 percent occupied, Strategic Storage Trust officials said.

Bill Alter and Denise Nunez of Rein & Grossoehme Commercial Real Estate negotiated the deal. The firm specializes in the sale of investment properties and commercial leasing. The transaction was the 127th self-storage closing handled by Alter and Nunez.

Launched in 2008, Strategic Storage Trust operates a portfolio of 124 self-storage facilities in 17 states and Canada. Branded as SmartStop Self Storage, the properties comprise approximately 78,000 units and 10.3 million rentable square feet of storage space.