Software is still one of the hottest topics in our industry, with thousands of packages purchased by operators each year. But changes in technology are causing companies to constantly re-evaluate their systems. Some of the larger players have even turned to writing their own programs.

Self-storage software is continually evolving; and because ours is a unique market, it must be specific to the operation of the business. Whether youre new to self-storage, shopping for your first program, or seeking to modernize an existing operation, the dynamics of the software world will have an impact on your business sooner or later. If you dont make a sound buying decision, you may be affected more than once over the next few years as the technology changes.

The Importance of Updates

I recently spoke with an owner who attended an industry tradeshow with the intent of shopping for new software. He already had a program, but wanted to see what was available to better his operation. In one seminar he attended, the speaker urged attendees to upgrade their software to the most recent version available, regardless which program they were using.

The owner took the advice to heart. He went home and updated all of his facilities software. To his amazement, most everything he had been searching for was already right there in his current program. The simple task of upgrading his software saved him from spending thousands of dollars on something new. Program enhancements should be expected and implemented regularly.

Apples to Apples

Many software shoppers want to see a comparison between multiple programs to see how they stack up against one another. But asking one vendor to weigh his program against others is an unfair request. While he will know what is current about his own product, he cant possibly have the most up-to-date, accurate information about every companys offering. In this day of technological advancement, its nearly impossible to track changes in all competitors software, and a reputable representative will not profess to have done so.

Keep this in mind when shopping for a program. Aside from the obvious issue of bias (every sales rep should believe his software is the best), its unrealistic to expect a vendor to evaluate anyones product but his own. The best way to compare your options is to gather demos from prospective suppliers. Pay careful attention to key functions and how they are handled, and make a list of the features you most desire. A hands-on process may be the only way to really know if youre comparing apples to apples or oranges.

Newbies vs. Vets

The software industry has become very lucrative for manufacturers, and new selfstorage suppliers appear every year. The majority will quickly come and go. Maybe they work in other industries that demand more of their attention, or perhaps success in the self-storage market is more difficult to achieve than they anticipated. Unfortunately, they will sell some packages to operators during their short tenure, which will leave some owners in a lurch.

When the original version of this article was written, it made reference to the Inside Self-Storage 1993 Buyers Guide, which listed 32 companies under the category Computers and Software. Nine of them were established suppliers with experience and a steady customer base. In last years Buyers Guide, again, 32 companies were listed under the Software heading, only seven of which are real veterans of the business. What this tells us is there are new players coming on the field all the time, but few stay for the long haul.

Some newer companies offer very good products and service, and others are only in to make a quick buck. It may be difficult to know which suppliers provide the superior offering, particularly if you are new to the industry. For that reason, take your time when researching providers. Secure demos of several different programs and use them. When you factor in upgrades and technical support, you realize a software purchase is a long-term commitmentnot a decision to be made lightly.

Cost

There are a few important considerations when weighing the cost of software. What Reddick said in 1994 still holds true: The purchase price should be a fair amount for the value received. It shouldnt be exceedingly expensive, but neither should it be cheap. If you purchase a bargain package, you may be sacrificing important features. Keep in mind your supplier needs to make enough of a profit margin to be around down the roadyour product upgrades and vendor need to be available to you in the future.

The cost for technical support should also be considered at the time of purchase. Appropriately priced support is a desirable and necessary service for customer and vendor. Its the best way for you to get cost-effective help when you need it; and its the best way for your vendor to get feedback about changes in the operation of your business.

Enhancements or upgrades are usually included with support. These will keep you in the mainstream as the business and technology change. The relationship between vendors and customers stimulates new developments, which make the software more valuable to your storage operation.

Security Interface

Software directly affects a sites security, and communication between the management and security systems is critical. Choose your software first, as this will most directly impact the financial aspects of your business. But make sure it will sufficiently integrate with your access control, unit alarms, video surveillance, etc.

Some suppliers offer both systems, simplifying the match. If you buy from separate suppliers, a good software program will interface with the products of mainstream security manufacturers, as most reputable vendors comply with a universal-interface specification. Keep in mind, however, that not all functions will be accomplished with an interface. As enhancements occur on either side, disparity between the systems can emerge.

Take Your Time, Do It Right

These days, very few storage operators attempt to write their own software. The time and cost involved are simply too prohibitive. A few major industry players have undertaken the task, but most keep these programs strictly for their own operations.

Fortunately, there are several good programs available on the market. Choose one that makes sense for your operation. Discuss any concerns with prospective vendors before making a decision, and wait until the purchase feels right. Though technology has advanced, the same solid buying principles apply today as 11 years ago.

John Fogg is the general manager for Lakewood, Colo.-based Sentinel Systems Corp., which has manufactured self-storage software and security systems since 1975. A member of the self-storage industry since 1986, Mr. Fogg has worked with Sentinel for 13 years. He can be reached via e-mail at [email protected]; call 800.456.9955; visit www.sentinelsystems.com.

For instance, you now have instant access to information for all sites in a single format and can print up-to-the-minute reports at any time. Theres no need for cumbersome programs that fuse information (and create potential problems). With a centralized database, all of the data is live and inclusive of all transactions at every site. Another big benefit is system maintenance. Backups and other routine tasks are done on a single database, not several.

A Case Study

Lets take a look at how a consolidated-database, or enterprise, solution works in the real world. Hide-Away Storage Services LLC operates 10 traditional self-storage facilities and two mobile-storage facilities in Southwest Florida. Before converting to an enterprise solution, it ran a separate installation of its management software at each location, which created a number of communication problems, particularly when it came to management reports.

Now, consolidated reporting allows Hideaways managers to quickly react to market conditions and to make informed decisions. We can now see all of our locations on a single database in real time, which has tremendous advantages for us and our customers, says resident manager Terry Anstett. I expected to see this type of result, and Im very happy with our success and the level of satisfaction reported by our managers. Were saving time and money.

Hide-Away rents its mobile-storage units through all of its traditional storage locations but stores them at a central facility. The company needed a way to manage the process. A consolidated database was the ideal solution. According to Mike DeYoung, chief data-processing manager, This customer-centric solution resolved almost all of our communication issues. We are very happy with our result.

Database integrity was also an important concern. Running file-based systems on multiple PCs presented reliability issues. Using Microsofts robust SQL-database engine eliminated the risk and provided an extremely solid and reliable infrastructure.

Centralized reporting and auditing has brought some exciting new features and control, says Gary Crawford, Hide-Aways chief operating officer. Now that all of the data for our sites is stored in a central repository under control of the main office, reliable backups can easily be performed and monitored for accuracy and completeness by a competent professional. And the company reports another big advantage: It uses its real-time information to quickly and intelligently adjust prices at each of its locations.

Hide-Away implemented an enterprise solution in an effort to resolve the dilemmas created by running separate database installations at each site. Not only was it able to solve these problems, it now enjoys additional business benefits.

Steven Hyman is president of DHS Worldwide Software Solutions, which provides enterprise MS-SQL self-storage management software. DHS services some of the largest operators in the self-storage and mobilestorage industries. It also offers solutions for records management, wine storage, asset management and other businesses. For more information, call 800.377.8406; e-mail [email protected]; visit www.dhsworldwide.com.

Ill confess that, for me, clothes shopping falls in the same category with wallpapering the bathroom and having a tooth drilled. So when the mood does hit me, I put on my best smile and head out to the store. Surprisingly, the last time I went shopping, I had fun. The best part was watching the well-trained Mens Wearhouse salesperson, seeing the training philosophy of company founder George Zimmer in action.

Fortune

magazine selected Mens Wearhouse as of the 100 Best Companies to Work For in 2005. The company has been around for more than 30 years, with 700-plus stores in the United States and Canada and more than $1.5 billion in annual sales. You may want to look at the 16 keys to Zimmers business philosophy. (Read them at www.menswearhouse.comclick on Our Company, then Common Threads, then Our Philosophy.) You might be surprised how many of them apply to your business.

A few days before my shopping excursion, my wife had made a reconnaissance trip to the store and talked to our sales rep, Lamar, about my needs. When we walked in the door together, he greeted her with a warm handshake and then turned to greet me. I was in need of sport coats, and he offered me a variety. We quickly narrowed the selection, and Lamar helped me into one, encouraging me to look in the mirror. Knowing it wasnt an exact fit, he mentioned necessary alterations, never pushing me with the usual salesmans hype, such as Boy, that fits you like a glove or That looks great on you.

I watched with admiration Lamars cross-selling skills. My basic blue blazer was quickly laid out on a table and a pallet of pants was offered for our consideration. Once I had narrowed the choice to two pairs, Lamar said, without skipping a beat, You should really try those pants on with a pair of dress shoes. And just as quickly, the appropriate size shoes were on my feet. (I never did buy the shoes, but the sales approach was great.)

In the end, the sales counter held two sport coats, two shirts, two pairs of pants, a tie and a belt. Lamar quickly completed the paperwork and the final sales act unfolded: With receipt in hand and all of the claim tickets for the alterations, he stepped from behind the counter and came up next to us to review the order and repeat the pick-up date for the garments. When he finished, he reached out his hand and said, with the sincerity of an old friend, Thank you for your business. I stapled my business card to your tickets, so if you have any questions, you can call me.

The sales cycle started and ended with a handshake. I felt special, given personal attention from someone committed to offering a solution to my shopping needs. The best thing is the handshake took no effort and didnt lengthen the sales processall it took was initiative and an extended hand. I learned some valuable customer-service lessons that day. And guess where Ill shop the next time I need clothes?

The moral for those of us in the self-storage industry is we need to be ready to help people try on the unit we have helped them determine will meet their needs. We need to get them to actually walk inside the space. Youll be amazed to find even a 5-by-10 looks bigger from within. We also need to be totally comfortable with our product and its extras, like locks, boxes and other moving supplies. I challenge all of us to improve our skills in selling retail products.

Blink

Malcolm Gladwells latest book, Blink: The Power of Thinking Without Thinking, should be mandatory reading for anyone who has ever second-guessed his gut instincts. In it, Gladwell describes research projects from around the country that suggest our snap judgments about people and situations are often correct. The book also describes the role implicit associations play in our behaviorthose attitudes and beliefs we are unwilling or unable to recognize, either because we feel they are unacceptable or because they are unknown to our conscious minds.

For example, research conducted by an insurance company looked at doctors and malpractice suits. It showed the vast majority of patients dont file lawsuits because theyve been harmed by poor medical care, they file lawsuits because of how they were treated on a personal level by their doctor. Alice Burkin, a medical malpractice lawyer explains, People just dont sue doctors they like.

Other research demonstrates that people often cannot separate a product from its packaging. For example, one study showed female musicians were historically denied equal treatment in competitions for placement in the worlds orchestras. That changed with the initiation of a new practice: Candidates began to play for judges anonymously from behind a screen. Another study showed people perceive ice-cream in round tubs as being better tasting than that in square containers, even when the contents are the same.

To see firsthand how implicit associations may be affecting your personal perceptions, you can take a series of Implicit Association Tests at https://implicit.harvard.edu. After taking several of them myself, I can say you need to be prepared for the honesty of the results.

Keeping Gladwells research in mind, pay attention to how you treat your customers. Would you fall into the liked category that will keep you out of trouble should complications arise with a tenant? And how is the presentation of your facility influencing prospective customers decision of whether to rent with you? I strongly recommend this book to anyone who works in a job where he has to deal with people and make snap judgments every day, like self-storage.

Jim Chiswell is the owner of Chiswell & Associates LLC. Since 1990, his firm has provided feasibility studies, acquisition due diligence and customized manager training for the self-storage industry. In addition to being a member of the

Inside Self-Storage Editorial Advisory Board, he contributes regularly to the magazine and is a frequent speaker at ISS Expos and various national and state association meetings. He can be reached at 434.589.4446; visit www.selfstorageconsulting.com.

Are you doing everything you can to secure your self-storage facility and market your security efforts to prospective tenants? Site security has become the pinnacle concern for many customers. They want to know their property will be safe, so you must do everything possible to create an atmosphere of safety and comfort at your site.

Using the industrys basic security productsaccess-control gates, entry keypads, individual door alarms and digital surveillanceis always a great first step. But with industry competition increasing and most facilities offering the same security features, how do you stay at the head of the pack? One solution is site graphics.

What Is It?

Site graphics is a software program designed to display a graphical, color-coded representation of your facility. While most programs offer a two-dimensional overhead view of a property, some providers have released a 3-D version. Site graphics integrates with your management software, displaying all facility information directly from the source. For example, if you enter a new rental, site graphics updates immediately. Use it as an at-a-glance tool to know the overall status of your site.

With site graphics, every unit in your facility is displayed by number and location and color-coded according to its status, i.e., delinquent, reserved, occupied, vacant, etc. Colors can also be used to demonstrate particular activity such as if a tenant is on site or an alarm has been triggered. Using bright colors for units that require attention will not only serve as a reminder to managers, it will show tenants how closely you keep tabs on your business. Occupied units might be identified by a more muted color, as they will comprise the majority of your map and provide a quieter background.

Some site-graphics programs integrate with hardware like keypads, intercoms and door alarms. They can also be used to indicate the status of the office, restrooms and elevators or any other special locations on your site. Many programs allow you to customize the display to your facility, adding landscaping (trees, shrubs), terrain (hill, stream or pond) and other graphical goodies to create a more realistic presentation. Some programs even change their look with the seasons.

Can It Increase Sales?

Site graphics can be essential in marketing your facility to prospects. The key lies in presenting the feature to customers. Dont hide your graphics on an obscure monitor in the corner. Flat-panel LCD displays and plasma monitors are now more affordable, and they look great mounted behind your office counter. Display your site graphics prominently next to your video-surveillance monitors to create the ultimate impression of site security and awareness.

When a prospective tenant walks into your office and sees a large display of the facility in full color with an aerial rotation, hell not only be impressed with your high-tech approach, hell know his belongings are safe with youeven without understanding the color-coding involved. Displaying site graphics will not only make tenants feel more comfortable at your site, it will astonish them to the point of telling other people about your facility. And word-of-mouth is some of the most effective (and least expensive) advertising out there.

Site graphics is quickly becoming a popular tool to maximize sales at self-storage facilities. Owners are always looking for a leg up on the competition. Site graphics is one extra feature that can set you apart from the rest. Use them to have at-a-glance knowledge of your site, heighten security efforts and make your facility more marketable.

Owen Runnals is an account representative with QuikStor Security & Software, a California-based company specializing in access control, management software, digital video surveillance, kiosk and corporate products for the self-storage industry. For more information, call 800.321.1987; e-mail [email protected]; visit www.quikstor.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.

P.O. Box 222904
Chantilly, VA 21053-2904
Phone: 703.766.2700, 877.613.2700
Fax: 413.723.6890
E-mail: [email protected], [email protected]
Web: www.selfstoragepro.com, www.andratech.com
Contact: James Boyd
Product(s): Self-Storage Pro
Price Range: $399 to $1379 (Some features extra. View pricing on website.)
Demo: Free CD or hassle-free download from website

AndraTech Softwares Self-Storage Pro puts the automation in self-storage management. Developed specifically for the industry, it has all the features necessary for any size facility, including automatic generation of monthly paper or e-mail statements and late-fee notices. The interactive visual map gives a quick glance at the status of an entire facility using customized color-coding. Users can click on any unit on the map to view all the information about that space and its tenant. Self-Storage Pro offers an industry first: a report-importing capability that allows users to pick and choose the reports they want to install. The feature is not restricted to the reports the company deliversusers can request new reports to be developed and published on AndraTechs website for the entire self-storage community.

Centershift Inc.

2755 E. Cottonwood Parkway, Suite 450
Salt Lake City, UT 84121
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, multisite 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.

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: Sales
Product(s): Total Recall
Price Range: $2,000+
Demo: Available

DHS Worldwide offers a full-featured SQL self-storage operations software designed to manage multiple facilities from a single database. The product also includes a client web server and functionality for mobile/portable units. In addition, DHS offers a full suite of commercial records-management software solutions, as well as software for asset management and wine-storage management.

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: Rebecca Kelley
Price Range: $689.95

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, 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 $689.95.

E-SoftSys

1717 Swede Road, Suite 112
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.), David Ambrose (Canada), Ola Andersson (Europe)
Product(s): Self Storage Manager, Multi-Facility Manager, e-SSM
Price Range: $2,600 to $7,000 per site, based on the number of units and add-on modules selected
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 ManagerA comprehensive management software designed to streamline business processes in large facilities with the convenience of a color-coded site map and optional interfaces to accounting systems and gate-access equipment.
• Multi-Facility ManagerA management tool used to connect to and manage multiple facilities from a corporate office.
• e-SSMA web-based, multifacility management software used to centralize operational control of all facilities and enable customers to rent, reserve and pay online.
• MobilRentalA wireless rental module that allows an operator to carry his rental office in the palm of his hand.
• WebsiteDesign, development and search-engine optimization services that interface with management software.

2727 N. Central Ave.
Phoenix, AZ 85004
Phone: 866.MY.EMOVE
Fax: 602.277.5812
E-mail: [email protected]
Web: www.emove.com
Contact: Lisa Fugate
Product(s): WebSelfStorage Management Software
Price Range: $44.95/month
Demo: Available via website

eMove Inc. provides a unique Storage Affiliate program that enables operators to make more, pay less and compete with larger operators. Premier-level affiliates enjoy a package of benefits that includes WebSelfStorage, an affordable, web-based, facility-management and point-of-sale software that allows owners to securely manage their sites online anywhere at any time. Designed by industry professionals, the software is currently used to manage more than 40 million square feet of storage in real time. It comes with free online tech support and lifetime upgrades, and interfaces with all major gate systems and accounting packages. WebSelfStorage includes built-in modules that save money on credit-card processing, tenant insurance and online payments. It also connects affiliates to the worlds largest moving and storage reservation system and allows them to receive Secured Online Affiliation Rentals (S.O.A.R.) from more than 10,000 moving and storage retail outlets across North America.

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 and multi-facility operators and management companies. It is easily configured to meet any management style and supports more than 100 reports that give accurate, detailed insight to all aspects of the business. It supports advanced technology solutions such as online payments, biometric security devices, 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 allows multi-facility operators to fully manage all stores through a single server. 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 extremely secure. Because it works as a companion to Storage Commander, if communication with Net Commander is lost, the facility continues to operate without interruption.

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.

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.

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, RSWeb, RSMobile
Price Range: From $1,000
Demo: Available through the website, via e-mail, or by calling

For more than 20 years, ONeil Software Inc. has been committed to providing the records-management industry with accurate, flexible hardware and software solutions that deliver results. The company has more than 700 users in more than 48 countries throughout the world, including startup facilities and multinational companies. Its software manages and tracks multiple types of data, including traditional storage boxes, file folders, documents and tapes, from deposit to destruction, work order to invoice. ONeil also provides barcode tracking, portable printers, laser scanners, wireless handheld devices and web technology. Its products consistently offer automation, enhancements and new features that promote ease of use. ONeils flagship product, RS-SQL, is a competitively priced software that ensures record center productivity and profitability.

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. The company 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.

OpenTech Alliance Inc.

11834 N. Sundown Drive, Suite 100
Scottsdale, AZ 85260
Phone: 480.778.9370
Fax: 480.778.1936
E-mail: [email protected]
Web: www.opentechalliance.com
Contact: Greg Sherwood
Product(s): INSOMNIAC Self-Storage Kiosk
Price Range: $6,500-$16,500
Demo: Available at website

OpenTech Alliance Inc. is the developer of the INSOMNIAC line of selfstorage kiosks, which offer customer convenience, reduce operating expenses and increase revenue for self-storage facilities. The kiosks work with all Alliance Partner software products, including SiteLink (SMD Software Inc.), Storage Commander (Empower Software Technologies LLC), Storage Management System (Syrasoft LLC), STORE (Centershift Inc.), TaskMaster (PTI Integrated Systems) and Domico software.

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: Gordon Quayle
Product(s): SWAMP (Storage & Warehouse Asset Management Program)
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 more than 25 years. They understand customers needs and listen to their suggestions. Offerings include free and unlimited support, and friendly and courteous service.

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 is a comprehensive, user-friendly, Windows-based management program that handles all aspects of the self-storage business. It simplifies rentals, billing consolidation, rent collection and payment processing for multiunit customers. It also manages merchandise sales, inventory, insurance and other income, and provides customer history with demographic profiling for marketing purposes. Automatic functions handle daily rent processing, late fees, correspondence, credit-card processing, email, accounting exports, and extensive reporting capabilities for accrual and cash accounting. Other offerings include:

•  webXpressAllows customers to rent units, view account information and pay their rent online.
• Credit-Card ProcessingA single transaction and batch process allows operators to reduce their processing fees. No additional software required.
• payXpressA pay-at-the-gate feature that collects past-due rent before allowing a customer to enter the site.
• Photo ModuleIntegrates with Taskmaster to store client photos with tenant information.
• TaskMaster Home OfficeAllows operators to manage one or many sites from a single office.

6613 Valjean Ave.
Van Nuys, CA 91406
Phone: 800.321.1987
Fax: 818.501.5785
E-mail: [email protected]
Web: www.quikstor.com
Contact: Owen Runnals
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 builtin tutorial videos. Its management products range from a free version for small, single-project owners to Express Professional for enterprise-wide reporting and management of hundreds of facilities. Express features include: automatic rent collection with a low banking fee (25 cents per transaction); automatic e-mailing of invoices, receipts, and delinquency letters; integrated software for ATM-style, self-service kiosks; 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; simultaneous data access and off-site reservations; integration with pay-at-the-gate access keypads; support for rental of wireless door alarms for standard units and tabletop motion sensors for recreational vehicles; same-day conversions of management-software data; and complete integration with the first-ever 3D site-graphics software. QuikStor offers modular design, affordable pricing and professional installation.

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

This year, Lakewood, Colo.-based Sentinel Systems is celebrating its 30th anniversary. The company developed its original property-management software more than 23 years ago, which, combined with its access-control systems and individual-door-alarm packages, provides customers complete system integration. Sentinels trademarked WinSen product line offers high-quality property-management and access-security options. Over 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. It markets its products through industry publications, referrals and a strong dealer network. It works with self-storage companies worldwide and has installation dealers and distributors employed across the globe. Sentinel recently opened an office just outside London and continues to have a successful relationship with its Australian distribution partner, Intellistore of Sydney, Australia. Simply put, Sentinel products are reliable and they work. The companys employees take pride in everything they develop, manufacture, distribute, sell and support.

SMD Software Inc.

3000 Highwoods Blvd., 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
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 also embraces e-commerce to process payments electronically, invoice via email, reserve units online, download to handheld devices and link to kiosks. 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.

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 move-in 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 the employee who made each entry.

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, Mickie Brown
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 industry since 1991. The companys Storage Management System meets the operating requirements of self-storage businesses while keeping managers tasks in the software easy to learn and use. It not only automates daily operations, it provides customer correspondence and reports for owners, operations directors and controllers. The software interfaces with gate-access control systems, automatic credit-card and ACH/EFT payment systems, digital cameras, PDA devices, Internet connectivity, online payments, kiosks and QuickBooks accounting software. Syrasoft provides essential user-defined features including a robust and flexible late/lien system, demographics tracking, merchandise sales and inventory tracking, and a creative rate-management system for maximizing revenue. Contact the company for a free trial package. Syrasoft sales staff is available to provide tours of software and features and answer questions about setup via phone or personal presentations.

I recently attended a couple of workshops on self-storage demand. The presenters shared some revealing information about the escalating competitiveness of the industry. Given the increased saturation of the business, its clear that owners and operators need to better understand their customers and use technology to create a competitive edge.

Technology will drive the self-storage industry to better customer focus while providing improved efficiencies, reduced costs and increased profitability to the owners and managers who embrace it. It will also allow them to better compete in their markets. Following are some technological developments you can expectand their impact on your businessas we move into a more competitive future.

Understanding Storage Use

As we start to apply more advanced database-mining techniques and tap into sophisticated demographic information and modeling, we are getting to know our customers betterwho they are, where they live and why they use self-storage. Current developments allow facility operators to understand their markets and predict demand on a facility level. Ive seen the future in this area, and its incredible how technology can be leveraged to provide more advanced information.

Tenant Identification

Identity theft is one of the fastest growing crimes in the United States, and the self-storage industry is not immune to this risk. Facility operators must safeguard their customers information or face increasing liability. Information regarding tenants Social Security numbers, drivers license numbers, credit cards and checking accounts should not be accessible in any form to facility employees, especially when it can be combined with personal information, such as addresses, phone numbers, etc.

Technology can significantly reduce the risk of fraud by electronically capturing card and account information, masking the information when it is presented on the screen, and encrypting the information while it resides in the facility database. This needs to be the baseline security standard for the self-storage industry.

Protecting Facility Information

There is a downside to technology in that it can be used in ways that are detrimental to a business. Fortunately, it also provides its own solutions! Every self-storage operator should develop and implement a plan for protecting his facilitys information (operational and financial data) and tenant records by doing the following:

1. Install antivirus software on your PCs and keep it updated.
2. Install spyware software on your PCs and keep it updated.
3. Select automated notification of Microsoft Critical Updates and install them regularly.
4. Request that your management-software provider encrypt your data in its databases.
5. Use card-swipe and check-reader hardware to capture credit-card and checking-account numbers.

These days, integrated technology is being used for e-commerce websites, centralized mail and e-mail processing, call centers, self-service kiosks, tenant insurance, credit-card and electronic-check payments, accounting software, and much more. The future holds even more potential for integration with tenant demographics and mapping, background searches, supply-chain management (merchandise), and a plethora of other options. The ability to integrate with third-party vendors holds a great deal of promise for the self-storage industry. With more powerful enterprise database engines and centralized data, the possibilities are almost limitless.

Point-of-Sale Transactions

When it comes to purchasing self-storage products and services and obtaining industry information, technology gives customers the convenience and flexibility of multiple avenues. To compete, savvy operators are using point-of-sale developments such as e-commerce websites, call centers, self-service kiosks and mobile solutions. The key to being able to provide these conveniences is the property-management software you use, so keep them in mind when shopping for a program. The future will bring more creative options to benefit storage customers and operators.

Revenue or Yield Management

Theres no reason the airline and hotel industries should corner the market on yield management, the practice of pricing a product based on availability. Today, sophisticated revenue management, forecasting and demand analysis are being used in the self-storage business. The operators who employ it have found it creates a tremendous competitive benefit. This is one technological development that should really take hold in the years to come.

With increasing competition, consumer choices and market saturation, you need every advantage you can mustertoday and in the future. Regardless which advancements you choose to assist in your business, continuing investment in technology will provide the competitive edge to ensure continued success.

Terry Bagley is president and CEO of Centershift Inc., the provider of STORE, a web-based rental-management and point-of-sale software for multi-facility self-storage operations. Formerly the companys senior vice president of sales and marketing, Mr. Bagley is responsible for Centershifts growth and strategic direction. He has more than 20 years of experience in management, sales, marketing, strategic planning and business operations. For more information, visit www.centershift.com.

The self-storage industry has experienced brisk growth, and many companies operate multiple facilities. Having more than one site involves unique challenges, such as how to generate new business, reduce labor costs, impose better operational controls, manage technology across multiple locations, improve customer service and stay ahead in highly competitive markets.

Multifacility owners rely on several managers to handle day-to-day operations. For that reason, operational controls and standardization across all sites is of utmost importance, and management software is critical in that regard. Not all software packages are designed to meet the complex needs of multisite companies. Important issues such as technical support, product enhancements, controls, updates, downtimes and reporting have created a need for dedicated programs.

Finding the right software for your business can be a demanding, time-consuming process. It calls for due diligence and a thorough evaluation of each vendors product, services and support. A good multisite solution will include on-site installation, set up and training, customizable options and 24/7 technical support. It should be reliable, scalable, easy to use and cost-effective. It should also make the best use of technology, such as website integration and online credit-card processing.

Web Answers

If you have multiple self-storage locations, consider web-based software with a central database that allows all sites to connect remotely and perform transactions via the Internet. Youll have access to your data from any facility and be able to easily reconcile and consolidate information for management reporting. Youll also be able to react quickly to market conditions and maintain a higher level of occupancy at all sites. Moreover, a web application provides the integration necessary to offer online rental and payment options to customers and real-time data for call-center use.

While enterprise management software will improve the efficiency and effectiveness of your operation, it requires a financial investment and the appropriate infrastructure. Youll also want to evaluate the pros and cons of hosting your data with a third party. While using an ASP (application service provider) cuts down on your initial hardware investment, it raises concerns regarding data security and what happens if the ASP goes out of business or changes hands. If your company has a good IT infrastructure, consider hosting the database in-house on your own server.

To avoid problems when Internet service is interrupted at any one of your sites, choose a software solution that will allow continued operation via a local copy of the database. With this option, the data will automatically synchronize with the central database when the Internet connection is restored.

Its also important to make sure your software has built-in security that provides various levels of access based on the status of the user. For example, the president of the company should have access to all data for every facility, while the Texas district manager only needs access to information for the facilities he oversees. Lower-level staff will have access based on their specific tasks.

Once you decide on the best software solution for your operation, set up an implementation team including members of the vendors staff as well as key members of your company. The conversion from the old software to the new requires adequate planning so day-to-day operations are not affected and tenants are not inconvenienced.

ezStorage: A Case Study

ezStorage Corp. owns and operates 35 storage facilities in Maryland and Virginia. The company is expanding rapidly, adding four to five sites to its portfolio each year. It recently replaced the management software at each of its locations, converting to an enterprise solution. In a private interview, Todd Manganaro, vice president of operations, shared the companys experience, explaining the selection process he and his management team went through. He discussed the issues they encountered during the conversion and offered advice for large companies looking to make a similar transition. An excerpt from the dialogue follows.

What constitutes good management software?

A product that is user-friendly at the facility level but dynamic and flexible at the home-office level.

What were the general issues that caused you to look for new software?

Basically, standardization of management software was lacking across all our facilities, as we had deployed two different versions. Getting consolidated reporting was complexwe had to run different consolidation programs to compare figures for all sites. The numbers on the reports werent accurate either, defeating the very purpose of consolidation. We came to the conclusion that we needed to replace our legacy software with a more reliable, stable and user-friendly product that would provide accurate reporting; quick consolidation of data from all sites; customization to meet our unique needs; better interface capabilities; and standardization across all facilities.

How long did the software evaluation take?

We performed due diligence for about 12 months before deciding which management software to go with.

What factors did you consider when evaluating vendors?

Customer service, customization services, ability to incorporate modern technology and centralized reporting capabilities.

Did you consider third-party hosting (ASP model)?

Yes, we did; and we ruled out ASP, since we didnt feel comfortable having all our data hosted on a third partys server. Another concern was if the connection to the ASP was lost for some reason, individual facilities would not be able to perform rentals.

How important is it to use a vendor that provides a turnkey solution?

Its an essential factor in the decision-making process. Were operating a large number of storage facilities. We have in excess of 30,000 tenants, and our rental offices are open seven days a week. We want to be sure theres no downtime and that software support is available whenever we need it so we can provide tenants excellent customer service and a professional storage experience.

Is it important to use a vendor that will customize its product to meet your needs?

Everyone views information differently. The ability to customize the management reports to meet our unique requirements has led to a more comprehensive analysis of our storage sites.

How important is it for the software to integrate with your website and add-on modules?

Its important that your vendor see the big picture. Self-storage is notorious for being behind the times in technology. Its refreshing to find a system that will integrate with the web, accounting software, management consoles, etc.

How did you arrive at your final decision?

After meeting face-to-face with the vendor and its top management, and evaluating it as an organization and its vision to provide asuperior product using the latest technology, I knew it was the right technology partner to do business with.

How long did the conversion process last?

The conversion of all our sites took about four months.

Did you run into any problems?

There are always unforeseeable issueswhat matters is how you react to them. Our vendor attended to all the challenges we encountered and addressed them promptly.

How would you rate the support you received?

Excellent. The vendor provided an onsite project manager as well as a remote support team to ensure smooth implementation.

Did you have to deal with any third parties during the conversion?

We had to contact security-software vendors, online credit-card verification services, hardware vendors and merchant banks. We received very good cooperation from most.

What would be your advice to multifacility companies planning to replace their software?

Study each vendor. Meet them face-to-face. If you can meet their top executives, thats even better. Make sure your vision of the software and the way it will actually operate in the future are in line, i.e., does the vendor plan on adopting newer technology as it becomes available? Is it willing to work with you in operating your company in the most efficient way?

Can you offer any checklists or pointers?

The goal is to come up with a comprehensive list of features you need from the management software and test the software thoroughly to ensure all your requirements are met. Many vendors give descriptions of capabilities that arent correct or dont quite work the way they are presented.

Finally, how do you leverage information technology to grow your business?

Technology has helped us operate more efficiently and effectively with fewer employees in less time. Its the key to providing quality service across a large geographical area.

Kat Shenoy is president and CEO of E-SoftSys, headquartered in Blue Bell, Pa., with offices in Canada and the United Kingdom. E-SoftSys, a Microsoft Certified Partner, is a technology and solutions provider for the self-storage industry in North America and Europe. Its products include Self-Storage Manager, Multi Facility Manager and e-SSM. For more information, call 610.277.7457; e-mail [email protected]; visit www.selfstoragemanager.com.

Its that rotten software again! When a technological problem surfaces at a self-storage facility, most operators assume the mistake lies with their management software. But often the software isnt the problem. Believe it or not, errors can usually be traced back to the user.

For example, the owners of one self-storage facility were proud to announce the performance of their site far exceeded that of others in the area. A report produced by their management software showed a per-square-foot return much higher than the regional norm. But after analysis of some key unit sizes, it was discovered that the dimensions of more than 30 spaces had been entered incorrectly, altering the total square footage used to generate performance indicators. After the error was fixed, new statistics revealed some sobering results: The operation was no more successful than its competitors.

Smooth facility operation depends on facility managers and employees using the software correctly and ensuring accurate data entry. But one of the biggest hurdles operators face when learning management software is their own attitudes regarding its use. Some find it a nuisance to use a computer, and they dislike the daily drudgery of entering new customers and payments through the system. But theres no getting around using a PC as a key part of the job these days, even at the smallest facilities.

Correctness Is Key

It can be time-consuming to enter detailed information into a software program. But when other members of the operation rely on management data to make decisions for the business, its crucial to be consistent and accurate. Ask yourself who is affected by the information and if its worth the risk to take shortcuts. Perhaps a regional manager will use the data to make decisions regarding hiring and firing, or an appraiser will use it to determine the facilitys value. If the company is publicly owned, the information will likely be used to report operating results to shareholders.

The rental agreement is where data capture starts. Dont take shortcuts when transferring information from the form to the PC database. Enter all customer information in the required database fields. Information can only be reliable if it is input according to the necessary business rules of the software. Remember this data will not only be used to create operating reports, it will be used for customer correspondence and marketing efforts; so be thorough and consistent in your data entry.

How can you ensure data is accurate? Obviously, always spell names and addresses correctly. But just as important, make sure the data in the software matches the written information provided by tenants.

Dont only check to see you have typed information as the customer presented it. If a tenant gives you verbal changes during the rental process or calls at a later date to provide a change of address, note the change in the software as well as on the written lease. This will keep you covered if there is ever an interruption in power to your facility; a problem with your software; or your computer is stolen, catches a virus or is otherwise damaged.

No single factor will impact the value of your operation more than data accuracy. Heres another example: An owner recently showed me an appraisal of his facility. He was upset because the value was less than acceptable. When I looked at the reports given to the appraiser, I noticed a large allowance had been made for losses from delinquent tenants. After looking into the issue further, the owner discovered the manager had failed to remove past-due units from the database, even after the delinquent tenants and their goods had been removed from the facility. The debt from delinquent rent was registering on the reports though it no longer existed. Once the error was corrected, the facilitys value increased by $385,000.

The Software Itself

But not all the responsibility for accuracy falls on human shoulders. Its also important to choose the right management software for your self-storage site. Some software fails to accurately report key numbers or efficiently handle adjustments. As with most things, you get what you pay for. An attractively cheap management package could mislead you about the performance of your facility. You may save a few dollars upfront, but youll pay later for the cost of imprecision.

Only careful investigation will reveal if certain software is appropriate for your operation. One indicator of quality is the companies that already use a product. Generally, the larger an organization, the more emphasis it places on accuracy and servicethat will be reflected in the software it uses. So look at what some of the larger storage operators are using, and always get references from any supplier you consider.

Do your best to enter information correctly, use good software products, and dont take shortcuts. Make sure customers written records match the software files. Attention to detail and data accuracy will not only ensure consistency in your operation, it could translate to better facility value.

Dallas Dogger is the CEO of StorMan Software, developer of the award-winning MultiView enterprise suite for multifacility operators. MultiView is used by major self-storage operators in Australia and New Zealand. StorMan uses 4D technology, the same software tool used by organizations such as Merrill Lynch, NASA and Yahoo! For more information, e-mail [email protected]; visit www.storman.com.

Self-service kiosks burst onto the self-storage scene in late 2003 as the newest way to increase facility profitability. In just over a year, they have jumped to the top of the shopping list for most facilities, especially those in the planning and construction phases. Industry leaders like AAAAA Rent A Space, Public Storage, SecurCare, Shurgard and Storage Solutions are using kiosks at their sites.

Although most people are familiar with a self-service system of some type, such as an ATM, the benefits and operational impact of kiosks in a self-storage environment is still a gray area for many operators. This article answers some commonly asked questions. First, it’s important to understand not all units are the same, and the following information may not applicable to all kiosks. Speak with your vendor for answers specific to your particular product.

Benefits

Kiosks reduce staffing costs while providing customers with increased convenience. They allow people to rent storage units 24 hours a day without ever talking to a facility manager. A potential customer can take a virtual tour of the facility, select his unit, purchase a lock, pay for his unit, print out a rental agreement, and even buy tenant insurance.

Existing tenants can use the kiosk—which interacts in real-time with a facility’s management software—to make payments and changes to their accounts.

Kiosks enable facility owners to leave their “OPEN” sign on permanently, even during holidays, without paying costly overtime. They also help eliminate the need for that extra employee to sit around and wait for prospects to drop by. Of course, increased occupancy and reduced staffing goes straight to your bottom line, which can boost facility value.

Self-storage kiosks aid with another hot button in self-storage: security. The latest developments include a fingerprint scanner, driver’s license reader, signature pad, check reader and digital camera to positively identify new tenants and discourage potential wrongdoing. One manufacturer is integrating its kiosk with the Self Storage Association’s Counter Measures program, providing real-time customer ID verification, credit scoring, bankruptcy screening and criminal-background checks.

Frequently Asked Questions

Does adding a kiosk to my facility mean I have to allow 24-hour access to my property?

No. The kiosk does not control access to your property. Access codes given to new tenants by the kiosk follow the policies defined in your security system. Regardless of what time of day a customer rents a unit, the code he receives will only work during access hours.

I generally keep my empty units locked. How can I allow new tenants to rent units through the kiosk without a manager present to unlock them?

Facilities use several different approaches to this situation. You can:

• Install electronic locks, which use a code instead of a key, on each door.
• Replace the lock on an empty unit with a plastic tab or wire tie a new tenant can remove by himself.
• Limit the number of units available for rent through the kiosk and leave only those units unlocked.
• Install a combination lock on empty units and dispense the combination with the customer’s receipt and rental paperwork.
• Leave all empty units unlocked.
• Allow tenants to initiate rentals through the kiosk but require them to meet with a manager during office hours to access their unit for the first time.

How do new tenants sign their lease so it is legal?

During the rental process, customers are required to sign their lease using the kiosk’s digital signature pad. The signature is embedded in the lease and appears on the printed copy. The lease is presented to the tenant on completion of the rental and is stored for retrieval by the manager.

Can I limit the number of units displayed by the kiosk in each size/type?

Yes. If you are concerned about exposing your facility’s inventory, you can limit the number of units available for rent in each size category. In addition, customized unit types can be defined to restrict tenants to only the type they need, such as a mailbox or wine-storage bin.

What does a tenant get at completion of a rental?

He receives a receipt of the transaction with his unit number, account number and access code; a complete lease agreement including his signature and fingerprint; and a lock, if he purchased one.

Does the kiosk give change?

No. Facility owners have two options when customers purchase with cash. They can have the extra amount escrowed for a specified time so the tenant can get his change during office hours, or the overpayment can be applied as a credit to the tenant’s account.

How is the kiosk installed?

There are two primary types of kiosk enclosures: thru-the-wall and freestanding. Thru-the-wall enclosures are the most secure and designed to withstand even the harshest weather. They are based on the proven ATM model, with a setback style to protect the components from weather and vandalism. The electronic connections are secure inside the building, eliminating the possibility for any tampering or disconnection of power or data cables.

The second enclosure type is freestanding, which is more exposed. Freestanding enclosures are usually made of thick metal that will not rust or be easily penetrated. Locks on a freestanding unit have multiple securing points and are recessed in the unit for additional security. The enclosure should have a minimum of four mounting points at the base to keep it from being tipped over or moved. The cabling is brought through an opening in the bottom to eliminate exposure to weather and vandalism.

Some operators have chosen to install a thru-the-wall enclosure in a vestibule with a security camera mounted overhead. This helps protect the kiosk and the tenant using it.

Can a kiosk offer special pricing and promotions?

Yes. Some kiosks allow operators to customize pricing and promotions to be displayed in real-time to prospects.

Can tenants make payments with cash, check or credit card?

Yes. Some kiosks offer all three forms of payment. Checks can be collected by the kiosk and later deposited by the manager, or they can be processed online via an ACH transaction. When accepting check payments, it’s very important to validate the check routing and account numbers by electronically scanning the check. Some kiosks can also require a digital signature authorizing the withdrawal, which is valuable in the case of payment disputes.

Does the kiosk do anything else?

Some kiosks can dispense merchandise, allowing new tenants to purchase locks or tenant insurance during the rental process.

Other Important Considerations

Software Support.

It does no good to have a kiosk if it won’t work with your facility’s management software. The top kiosks give you a choice of popular software programs, letting you choose which is best for your business and giving you the flexibility to change vendors if you need to later on.

Tenant Identification.

From a legal and security standpoint, it’s more important than ever to positively identify tenants and be able to prove they completed your lease agreement. A digital signature pad built into your kiosk will store tenant signatures in your management software. An integrated fingerprint scanner lends added security and is a powerful criminal deterrent.

Security and Vandalism.

Using an integrated speakerphone, kiosk users can be automatically connected to a customer-service agent who can answer questions about the rental process or their accounts. Don’t choose a kiosk with a handset—upset customers and children like to use these as a hammer to beat on the kiosk screen, and they are frequently left off the hook. Finally, when possible, choose a model with a thru-the-wall enclosure so no one can drive away with it!

Curtis Sojka is vice president of marketing for OpenTech Alliance Inc., a developer of self-storage kiosks. The company’s INSOMNIAC line improves customer convenience, reduces operating costs and increases revenue for self-storage facilities. For more information, call 480.778.9370; visit www.opentechalliance.com.

How often have you had a prospective renter say to you, I have to check with my spouse before making a commitment? How many times have you yourself said this to a salesperson? Isnt it the greatest stall tactic ever invented?

Maybe you and your spouse share the decision-making and check with each other before committing to expenses or something like a lease on a storage unit. Perhaps as a salesperson, you dont like to interfere with customers marital politics by encouraging someone to spend money without consent from his spouse. But Im going to suggest prospects assume you will have neither the skill nor the courage to challenge them in this game.

Selling is a lot like poker. When a customer lays down the spouse tactic, hes betting you will fold. If you were to see his hand, however, youd find your chances are better than you think. Lets take a look at the spouse card and see what we learn.

Calling That Bluff

Women tend to be the ultimate decision-makers where household purchases are concerned, so when a female customer tells you she needs to check with her husband, she is almost certainly bluffing. Most men would rather hit themselves on the thumb with a hammer than spend time shopping for storage or moving things into a storage unit, so theyre generally happy to leave such things for their spouse to handle.

Similarly, if a man tells you he needs to check with his wife before committing to storage, he is probably bluffing. If hes in your office, either his need is immediate, or his wife has determined his need is immediate. In all likelihood, shes the reason hes there in the first place.

Most storage customers begin to look for a unit after theyve already decided they need one. A majority of couples you come across will have already discussed their plans and how storage fits into the picture before they start talking to you about price, size and availability. They may have even already decided what and when they are going to store. The only decision left is which facility to give their business.

What you have to consider as the storage owner or manager is whether there is risk involved for the person making the decision. Where there is risk for the spouse, there is risk for you in pressing the sale, so tread lightly where family politics are concerned. However, if you feel confident the couple has already settled most of its storage plans, help the spouse in your office stay out of trouble by making the reservation then and there. If he goes home empty-handed, the conversation will probably go something like this:

Spouse A says, Honey, I talked to the storage place and got its rates. It sounds like they have the size we need, and I think we can afford it. Spouse B says, Did you get us a unit? Spouse A says, Not yet. Spouse B says, Well, why not? What are you waiting for? It doesnt matter which gender Spouse A or B is, the exchange will be the same. So its your job to keep the peace in the prospects household by helping Spouse A complete the rental process.

Risk Trumps Rewards

If the spouses have not discussed or decided on their storage needs, Spouse A takes a chance that Spouse B will be unhappy with his choice. When a customer says he is not ready to rent from you, your job is to ask three important questions. No matter which card he plays, the following will help you determine if he is bluffing or genuinely uncertain:

• Have you and your spouse already talked about your storage needs?
• Have you decided when you will need storage?
• Have you decided what you will be storing?

If you get positive responses, your customer may be playing you. But you can raise his hand by saying, Great. I can save you a lot of trouble by setting a unit aside for you. Wouldnt it be nice to tell your spouse youve got everything handled? And since availability is somewhat limited right now, the best way I can help you is to put a hold on that unit. Then begin filling out the lease. If you dont use this strategy, you may lose the rental. But if you do, the spouse will look like a hero when he goes home and presents your facility and its great value.

On the other hand, if you get negative responses to the questions above, you should arrange a time for Spouse A to bring Spouse B for a site tour. Your play could go something like this: Great. I think your spouse will really like storing here. The best thing to do is bring him in for a quick tour. I can show him (whatever feature Spouse A particularly liked). When can you both come in? If you dont go for the joint appointment, again, you may lose the rental.

Dont get snookered by the spouse tactic. Its a great opportunity for you to rent a unit, so dont fold. You have nothing to lose and everything to gain by calling your prospects bluff. Now that you know how to use it, practice the technique until you get great at it. Good luck and good selling.

Tron Jordheim is the director of PhoneSmart, an off-site sales force that turns missed calls into rentals. This rollover call service serves as a backup for self-storage managers. Mr. Jordheim has started several successful businesses in addition to assisting with acquisitions as general manager of the Missouri-based Culligan Bottled Water franchise. For more information, call 866.639.1715; e-mail [email protected].