Not in My Back Yard (NIMBY)

By Fred Grauer

How many times have you heard the comment, Boy, I hope they dont put that thing in my neighborhood? Car washes, storage facilities, pet crematoriums, C-stores and gas stations seem to get a bad rap, along with adult book stores and used car lots. The question is, is it deserved or not?

I dont know a lot about some of these businesses, but I do have a good working knowledge of business in general, as well as pretty decent common sense. I believe the thing that made this country so terrificand continues to beckon so many to our shoresis the chance to create so much out of so little. The United States is the world leader in small business. Our financial strength and complete freedom to be what we can be, is unequalled.

Look around your neighborhood and you will see hundreds of entrepreneurs investing in their communities, providing opportunities, goods and services from which we all benefit. So with all this bustling of activity and acknowledgement, why is it people say not in my back yard? I contend this sentiment is a result of a few things. First, most of these businesses are seemingly less sophisticated, less expensive to start, and provide work for many entry-level employees. Second, most are owned and managed by entrepreneurs with varying levels of refinement. Finally, many of the sites chosen for these business are in areas where real estate values are lowerthey dont attract those businesses you do want in your back yard.

If this is accurate, we need to enable our budding entrepreneurs and existing business owners to further invest, grow and provide the diversity that refreshes and stimulates our communities and economy. A really simple solution that would open the flood gates and kindle investment would be to modify the process of site approval. Tear down the doors, eliminate zoning and planning boards, and let the strong survive! But then I guarantee not in my back yard would be replaced by something far more unpleasant. So then, where do we start?

Instruct the Masses

Education is the foundation of successful business. Therefore, before we begin, we must learn to educate our citizens on the worthiness of our enterprises. In the car-wash business, lack of stepping up to the plate working with neighborhood groups, city representatives and other professionalsspells instant disaster. Recently, I was privileged to watch our government process first-hand.

The planning-board meeting I attended was supposed to be a slam dunk. (By the way, if you ever are told that, be prepared for the worst. There is no such thing as a slam dunk when it comes to public process.) All appeared to be normalanother dead giveaway that trouble was brewing. As the meeting opened and everyone had an opportunity to testify, it soon became apparent that not enough time was spent getting all constituents comfortable with the coming of a first-class car wash. The result? Years of planning and a great deal of cost got tabled rather than passed. The good news is the owner has another shot at convincing the public a firstrate car wash is good for the neighborhood.

What should have been done? It appeared all the preparations were made properly, and it should have been a done deal. The issues that turned the tables against the owner were:

• The effect on adjacent residential property values.
• The sites potential for acting as a gathering place for juveniles.
• The perception the site could have been used for a more acceptable business.
• Safety.
• The belief the building would be a blight on the scenic attributes of the neighborhood.

All these objections are valid, but only because we missed some important preselling and educational opportunities. And most important, these perceptions were only subjective opinion.

Business success is based on facts. In our case, had there been a clear understanding of the issues, a factual case could have been presented. Realtors, chambers of commerce, appraisers, and public agencies such as the police and fire departments all need to be polled and, in most cases, make accurate factual presentations regarding safety. Economic justification should never be placed in the hands of citizens or process boards. It is an issue for the investor and his stakeholders.

For those of us looking to place a car-wash, self-storage or other similar business into a community, remember this: Unless you are a doctor, banker, lawyer, insurance company or some other perceived non-threat to a community, your offer will most likely cause contention. Being forewarned is part of the success formula.

Now you know what you have to do: You have to educate, demonstrate and participate; and when youve done it once, do it again. You must interview your neighbors. They need to know you dont have two heads, you care about them, and you are willing to be a positive and active participant in their communities. All our community leaders and those responsible for the safety and welfare of our towns want to know is you will bring and create value. In a car wash, you will not only use and improve a site, you will provide employment, tax revenues and a safe place to wash vehicles, as well as benefit the environment.

Lets hope that if we do our job correctly, the term NIMBY will vanish from our vocabulary, our wonderful country will remain an entrepreneurs Mecca, and we will welcome these great businesses in our back yards with pride and enthusiasm.

Fred Grauer is the vice president, distributor network, for MarkVII Equipment LLC, a carwash equipment manufacturer in Arvada, Colo. He has made a life-long career of designing, selling, building and operating car washes. He can be reached at [email protected].

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

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Q: I recently purchased an old self-storage facility that has a long, single building with two stories. There is no elevator or lift of any kind, so the previous owners were restricted as to how they could market and rent those second-floor spaces. I would like to take down some partition walls upstairs and start renting those units for more money; but to do that, I will need some form of elevator. What do you recommend as an inexpensive solution?
Gary in Billings, Mont.

A: There are a couple of ways to go in this situation, though the direction you choose may be dictated by your local building department. A traditional elevator car can be very expensive and is probably not required for this application. There are companies that tailor lift systems specifically for the mini-storage industry. These systems are usually much less expensive than a regular passenger elevator. Please note, there are differences between a system that carries cargo only and one that also carries people. Be sure to consult your elevator company with your specific requirements when shopping around. (For information on possible vendors to assist you, visit the online buyers guide at www.insideselfstorage.com and click on Lifts & Materials Handling.)

Q: I own what I feel is a very nice facility; yet I have had several tenants tell me it is too cavernous, and they dont feel safe when inside. Without seeing my building, do you have any suggestions to make it less foreboding and tenants feel at ease?
Cindy in Apple Valley, Calif.

A: Lighting is going to be near the top of your list for improvements. Are hallways well-lit and bright, or are there dark spots with dull paint or walls? After lighting, there isnt anything like a surveillance-camera system to make tenants feel safe. You can choose to put cameras in only the common areas and on the exterior of the building(s), or strategically place them in the hallways.

After cleaning up the lighting and adding cameras, consider installing a comprehensive paging/music/intercom system throughout the facility. Music makes tenants feel like they arent alone when inside your building. The paging system allows you or your manager to quickly call tenants when they are on site. The intercom makes tenants feel there is someone close by if necessary. All of these elements will not only increase your tenants ease while on site, but will provide a great way for you to market your facility to new customers.

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

Routine, Rudimentary Upkeep
Checklists keep duties from falling through proverbial cracks

By Rebecca McMahan

A well-maintained facility is a self-storage operators No. 1 marketing tool. But maintenance is often confused with repairs when, in fact, a site that is consistently cared for will have fewer fixes, even if it is older. A manager no longer needs to have knowledge of electrical wiring, plumbing and HVAC equipment. He does, however, need to look for irregularities in any of these systems and perform routine preventive maintenance so the facility does not incur unnecessary expenses.

If you have worked at a facility for any length of time, especially if you are a resident manager, you may tend to overlook minor maintenance issues. But there are few tricks you can use to look at your facility through fresh eyes. First, change your routine. For example, if you always begin your walk-through at the front of the facility, start from the back one week. You really will begin to see things differently. Second, have another staff member (i.e., a relief manager or partner) walk the property and grade you on the maintenance. Challenge this person to find weaknesses and present criticism in a helpful manner.

Because so much of facility maintenance is routine, its important to create a checklist of duties to follow. You can be very detailed in the creation of your list, but be sure its an inventory you will actually use. A list can be a very important tool to verify you are performing all necessary tasks, one you can give your supervisor as proof you are involved and proactive in maintaining the site. You might consider using daily, weekly, monthly and annual checklists. Following are a few items you may want to include.

Daily

• Inspect driveways, sidewalks and landscaping for any damage and remove any outdoor debris. Check for leaves, stones, twigs, papers, bottles, cans, cigarette butts, etc. Haul any refuse left behind by tenantssuch as old furnitureto the dumpster.
• Inspect the fence line for damage.
• Walk the property and look for damage to doors, hallways, partitions, etc.
• Clean the office and restrooms, checking them several times a day, including glass doors and windows. Stock paper goods and supplies as necessary.
• Test gate systems by actually entering an access code to ensure the keypads work and the gate is operating.
• Change any extinguished light bulbs or failing florescent lights. (Dont wait for them to go out completelythe flickering of a faltering florescent bulb can be irritating to tenants.) If you have elevators, verify they are clean and operating.
• Sweep facility corridors and entryways.
• Clean inside the golf cart, making sure the seats are in good repair and there is no trash.
• Check all surveillance cameras and monitors to ensure they are working correctly. Also verify your VCR or DVR is actually recording and recordings are visible.
• Dust and stock any retail displays, and remove all clutter from countertops in the office.

Weekly

• In the office, wipe down window blinds and sills.
• Wipe down all computers and phone equipment.
• Perform required maintenance on your management software, i.e., compact and rebuild your files.
• Mop all floors and corridors.
• Wash the exterior of the golf cart.
• Perform a nighttime inspection to verify all lights and signage are working properly.

Monthly

• Recommended gate maintenance to your supervisor. (Check with your gate installer or manufacturer for a detailed maintenance schedule.)
• Clean building gutters. (This may need to be performed more often during certain times of the year and in certain parts of the country.)
• Change air-conditioning filters.
• Paint or touch up curbs and bollards.
• Check overhead doors to ensure the tracks are clean and well-oiled, and replace any worn ropes or springs. A good time to do this is when a tenant vacates.

Annually

• Have the office carpet cleaned.
• Check the dates on all fire extinguishers and replace if necessary.
• Schedule routine inspections on all major facility systems, including the HVAC, elevators, fire sprinklers, etc.

A facility manager should document any minor repairs he has performed, notify his supervisor of any items that require an outside contractor, and follow up until the repair is completed. He does not need to be a jack of all tradeshe simply needs to care about the property he operates and maintain it in a way that reflects pride. A well maintained facility will attract customers who are more inclined to respect it while they are renting and leave their units clean when they move out. It will also leave customers an overall impression of a well-run operation, encouraging them to recommend the facility to others.

Rebecca McMahan is the owner of Management On Site Training Inc., which offers consulting services, training and start-up services in the self-storage industry. She has taught several owner and manager classes, along with grassroots education seminars in Texas. For more information, call 713.838.2339 or e-mail [email protected].

Capco Steel Inc.
Constructing life-long relationships

By Kimberly Hundley

If self-storage builder Capco Steel Inc. were an individual, it would be old enough to vote, marry, serve its country and buy beer in Canada. The San Antonio-based construction company is 19 years old, a veritable elder statesman in the realm of self-storage history. When founder and CEO Charles Plunkett talks about his business, he even sounds a bit like a seasoned senator at the podiumwith one exception. Plunkett means every word.

We are one of the oldest companies in the industry, and we are known as one of the highest-quality companies, he says. The level of repeat business and referrals we get from our customers is extremely high. A lot of people use the word loosely, but I believe we really demonstrate quality in the work we do. To us, quality of craftsmanship is not another slogan, its what distinguishes us.

In fact, Plunkett struck out on his own nearly two decades ago because of ethical conflicts with his employer, a manufacturer/installer of steel stairs and framing systems. Confidant in his belief that good morals make for good business, his ambition was to earn a fair dollar in exchange for top-notch service.

So, at the age of 25, I left and founded Capco Steel, Plunkett says. I basically had nothing to start with but an idea I could do it for myself. A mini-storage developer gave the young entrepreneur a chance to build one project, then another and another. The rest is Capco history.

Today, most people in the storage industry know the name Capco Steel and its reputation for award-winning work. The company took home the Facility of the Year Award five of the last nine years and has completed hundreds of developments throughout 42 states. Projects include construction of single- and multistory facilities, conversions, mini offices, boat/RV shops, and basic design services.

Building Relationships

As the self-storage product advanced, Capco evolved with the industry. We started out building single-story installations that werent terribly complicated; and now were building facilities up to five stories high, some of which are extremely architecturally complex, Plunkett says. One thing that hasnt changed, however, is his commitment to building relationships along with facilities. The company is in it for the long run, and Capcos extensive experience translates to diamond-studded value for clients.

We often get involved very early in the stages of our customers developments. We have a wealth of knowledge in self-storage. We dont just know about steel buildings; we can help people navigate a myriad of issues, such as special-use permits, zoning and pre-evaluations of sites based on constructability, Plunkett explains. We become a central part of the development team and help clients avoid mistakes. Were not about Lets close this deal today. We look at each project as the potential for a long-term relationship.

Owners may send Capco a property survey with goals for a new facility. Company staff will work an initial site plan, and help with laying out buildings on the property, planning for turning radiuses and traffic flow. Then well work with a designer to refine that plan to meet the objectives, Plunkett says. Its not uncommon for us to encounter a civil engineer who is working for the owner but isnt experienced in self-storage. The engineer may not understand the elevation of the driveway is directly related to the intended use of the buildings. We work with him on how to do that.

The Cost of Ignorance

Owners may get more information than they bargained for when working with Capco Steel. Plunkett strongly believes its important for owners to understand what their suppliers are supplyinghes seen too many get burned by unscrupulous companies with murky bids. With us, there is no room for misinterpretation. We bid a project according to specifications and plans down to the letter of the law. We write out in clear language exactly what they are getting.

Educating potential customers on the companys value has been key in guiding it beyond the wave of rival upstarts to its enduring success. Cheapest doesnt mean best, after all. Or, as Plunkett likes to say, If you think education is expensive, just try ignorance.

For most owners, the longevity and reputation Capco offers is highly attractive. They know their builder will still be around in 10 years to be accountable. Another Capco perk is its integrated, centralized structure. The salesperson you talk to the first day remains involved with production, crew coordination, etc. Customers arent handed off to someone else. Everyone knows whats going on with the project, Plunkett says. I think that gives us a high degree of control over what is happening in the field.

Over the last few years, numerous construction companies have plunged into the self-storage marketplace, and Capco has responded with streamlined efforts and reduced margins to remain competitive. Still, the company wants to get as good as it gives: quality.

I dont believe there is a project in the self-storage industry we arent capable of building; but we dont want to build everyones project, Plunkett says. We want to work with quality customers. They dont have to be big; they just have to be committed to a fair and equitable relationship with us. We provide a top-quality service for them, and in return theyre happy to pay us a reasonable amount.

For more information, call 210.493.9992; e-mail [email protected];  visit www.capcosteel.com.  

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The Chuckle Rule

By Tron Jordheim

There are many mathematical formulas and behavior theories one could consider when crafting a sales program and projecting a sales cycle. None of these prescriptions is more fun than the Chuckle Rule.

There are a few basic drives that steer humanity. First, there are basic physical needs, such as food and shelter. Then there are more emotional forces, such as love, fear and greed. Some behaviorists might disagree, but I believe laughter is another of the basic drives that determine human behavior. It certainly is one of the healthiest, most enjoyable activities in which a person can participate. When laughter is involved in the selling process, it becomes a powerful tool.

Most selling situations can get a little tense. There are a lot of emotions involved in any buying process. Many people do not find their need for storage to be a happy circumstance. In the self-storage market, sales situations often involve two or more companies competing for a prospects business, which can bring pressure to a boiling point. If your occupancy is a little off or you feel threatened by a new competitor in your market, you might feel the need to fight for your next rental.

So there you are at your counter, not wanting a prospect to slip away. Then there is the prospect, who, in many cases, would rather smash his thumb with a hammer than have to put his stuff in storage. The use of all your best sales techniques might seal the deal and get a signature on the lease. But there is a simple, fun method to dramatically increase the likelihood of doing business with the customer: Share a few laughs.

Here is the fine print on the Chuckle Rule: The laugh has to be generated by something appropriate that fits the situation. You need to listen to the prospect, assess his mood, and then find something about which to joke or laugh. With the first chuckle, you will see the stress on the prospects face melt away and a shine start to show in his eyes. The second laugh will give the person an even deeper release; the third will make you friends for life! OK, maybe the effect isnt quite that dramatic. The point is to make your prospect feel comfortable, even better about his situation.

You may, in your quest to share a giggle, encounter a prospect with no sense of humor. Or, if he is from another country, his concept of humor may simply differ from yours. In that case, youll need to rely on your well-honed sales skills. But there are a few ways to prime people for a good laugh. Find some clean, funny cartoons and post them in your office. You might get a chuckle out of a prospect before you even say hello! You can also learn a few good jokes and share the laughs while giving facility tours.

The power of the chuckle is exponential. Two laughs shared increases your likelihood of doing business by a factor of four. Keep in mind, there is a point of diminishing returns somewhere around the third to fifth laugh, depending on the situation and the people involved. Laughter will never ensure the sale, but it will help establish a good rapport with your clients. And once you set the precedent, customers may come into your office just to share a joke or comic. Give your them chuckles, and they will come back for more.

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

Renew, Renovate, Remodel
Remarkable products to create an aesthetically pleasing facility

By Amy Campbell

We all know an extensive marketing program and a good location are key factors to self-storage success. Excellent customer service is equally important. But often, owners and managers focus so much energy on sales and service they forget another key componentfacility maintenance. A well-maintained facilityinside and outtells tenants you care about them and their belongings. Leaky roofs, noisy birds and cracked tile or stained office carpet shouts neglect. Its important to keep your facility in the best shape possible. This month, Inside Self-Storage brings you some innovative ideas to renew, renovate and remodel your facility.

Up on the Rooftop

One of the biggest liabilities a self-storage owner has is the facility roof. Damage to the roof in any form can expose tenants goods to the elements. Snow, sleet and rain are obvious causes of concern. But what about high winds? Small openings into storage units can allow dust and debris to blow in and cause damage. Because a good roof only lasts about 25 years, you can expect to replace it. But rather than replacing the entire roof, you may want to consider retrofitting.

Previously, youd have to remove that old roof to put on a new one, and expose the interior of the building, says Dale Nelson, president and co-owner of Roof Hugger Inc., an Odessa, Fla.-based company. All of the items that are stored are then exposed to the elements while the new roof is installed. That includes dirt, rain, wind, sunlight and the debris that falls during installation, which could take up to three or more days. With our system, that exposure is eliminated, Nelson explains.

The Roof Hugger system is a subpurlin, specifically engineered to fit over existing ribbed metal roofs of any profile. The notchpunched subpurlin nests into and over existing ribs and fastens directly into the structural purlin below. New panels are then installed over the old. The subpurlins are made of hitensile, 16-gauge structural steel. They are G- 90 galvanized, pre-punched to match existing roofing profiles, pre-punched for fasteners, and come in 10-foot lengths that are banded, crated, shrink-wrapped and shipped directly to the jobsite.

The end result is a building with two roofs, considered virtually impenetrable by the elements, says D.V. Red McConnohie, co-owner and designer of the patented system. Two roofs are much better than one, and the air cavity between them makes the building much cooler in the summer and warmer in the winter, and gives it more stability overall.

The dead air space between the existing and new roof acts as an insulating cavity, Nelson explains. Of course, you need to ventilate that cavity to ensure there are no condensation issues. It really does a tremendous job of not letting that heat act like a radiator down through the interior of the building. Without even adding insulation, you get a great thermal benefit. If you do spend a few extra dollars and put insulation in that cavity, you get a really terrific system.

The cost of retrofitting, which should be done by a professional, runs about 35 cents to 60 cents per square foot. You would have to compare that to tearing off the old roof, exposing tenants belongings to the elements, and disposing of the roof you just removed, Nelson says. It is very often less expensive to use our retrofit framing system than it is to go through all the other steps.

Another advantage to retrofitting is the ability to add colored panels. The new generation of paints and finishes are really excellent, with outstanding colors that will last 30 years, Nelson says. It can really allow owners to update, modernize and add value to their facilities. In addition to a new roof, it also adds curb appeal that will increase the resale and marketability of the facility.

Attracting customers is, after all, the ultimate goal. Retrofitting a new roof over the old one is a very nice, one-time, long-term fix. You can easily expect another 30 or 40 years of uninterrupted performance from your new roof, Nelson says. Also, youve increased the facilitys marketability, the curb appeal and the resale value.

Bye-Bye, Birdie

Another roof-related problem is birds. Self-storage facilities can quickly become bird havens. Birds are attracted by three things: a food source, a water sourcewhich is often created by condensation from air conditionersand shelter, says Bruce Donoho, owner of Bird-B-Gone Inc. The Mission Viejo, Calif., company manufactures products that prevent birds from landing and nesting.

There are many reasons birds of any kind are unwelcome selfstorage tenants. They can cause damage to units and stored items, and they are messy, causing health concerns. Birds carry 36 known, transmissible diseases. Its carried primarily in their feces, says Donoho, adding that many storage owners or managers underestimate their bird troubles. When they do acknowledge a problem, they run off to buy a well-know product: the plastic owl. Plastic owls dont work, he says. Thats usually the first thing people try because it is inexpensive and they think it will work, but it doesnt.

Bird-B-Gones product line includes bird spikes and bird gel, both of which prevent birds from landing; electrified track systems, which deliver a mild shock; bird netting that can cover a small or large area; ultrasonic systems and more. The product a facility owner needs will depend on the type of bird roosting on the property. Donoho suggests owners talk to one of the companys bird-control specialists. We can help them solve the problem, or we will refer them to one of our authorized nationwide installers who will look at the property for free, make recommendations, and give an estimate. Some of the products can be installed by the facility owner or manager.

Seeing birdsand the mess they leave behindat a self-storage facility is almost a guarantee a customer will look elsewhere to store his goods. If a customer goes to a facility and sees birds feces and nests, theyre not going to want to put their belongings in a place where they could get damaged, Donoho says. It also affects the overall appearance of the buildings exterior.

In the Green

Self-storage owners may want to consider adding more green to their propertiesno, not money, but grass! Some commercial developers are leaving asphalt and concrete in the dust in favor of a new grass system called grass pavers. The three-dimensional product allows access on top of the grass without damaging the root zone, which is key to a grass systems survival, says Dustin Glist, media and information director for Aurora, Colo.-based Invisible Structures Inc., a manufacturer of a porous paving system called GrassPave2.

GrassPave2 is 100 percent grass coverage, so you dont really see the root zone at all, Glist says. Made up of sand, it is considered the best medium for growing grass. Then you have an engineered base course, which is a sandy gravel mixture under the system. It is similar to what is underneath asphalt or concretethats the actual load-bearing component. Our grass pavers disperse that weight from contact with the tire to that base course. Thats how you can have a drivable or parkable surface.

According to Glist, there are four key reasons more developers are choosing grass pavers over traditional materials: economics, storm-water management, aesthetics and the environment. The most obvious, he says, is aesthetics. A self-storage facility with lush lanes of grass will be more attractive than one with concrete sidewalks and asphalt driveways.

Possibly more important, however, are storm-water-management and environmental issues. There are federal laws mandating businesses keep the same amount of storm-water on a site as during predevelopment, Glist says. Porous pavers can do that. They allow the water to percolate back into the groundwater supply without causing flooding and detriment to other peoples sites or overloading the citys storm-sewer system. In addition, the pavers actually clean the storm-water. It cleans the pollutants from cars and trucksthe hydrocarbons, the heavy metals, and the nitrous oxideskeeping them from reaching streams and waters, Glist points out.

Economically, porous pavers will save a self-storage owner money in the long run. You dont have to have a detention system. You dont have to put in other components to help you meet some of these requirements.

Because pavers are essentially gigantic lawns, they need to be maintained like any grassy surfacemowed, fertilized, watered and plowed in snowy climates. While that may seem like more maintenance than an asphalt drive requires, Glist disagrees. Studies have shown asphalt needs to be resurfaced every four to five years, and replaced every eight to 15 years. Grass pavers can last 60 years. It is 100 percent grass coverage, so the plastic will never be exposed to the sun. There wont be the resurfacing costs, replacement costs, and drainage and conveyance components that come with asphalt.

Installation costs run close to that of concrete and slightly more than asphalt. But after that first four years, youll be saving a lot of money by using these types of products, Glist says. One area of savings could be cooling. Developed areas encompassing buildings, roofs, concrete and asphalt structures absorb the suns UV rays and emit them back into the atmosphere, causing higher temperatures in those areas. Its what scientists refer to as heat-island mitigation.

Basically, they convert the light into heat. In cities and parking lots, you end up with significantly higher temperatures than you would in a natural zone, Glist says. GrassPave2 can mitigate some of that heat-island occurrence. It absorbs more of that UV radiation instead of emitting it back into the atmosphere, so you end up with a significantly cooler surface. In addition, the CO2a greenhouse gasemitted from the grass pavers is converted into oxygen. It actually cools the immediate surrounding area. It both mitigates the heat island and provides an air-conditioning effect.

Catching Rays

Climate-controlled facilities could benefit from new high-tech, solar-power systems such as the one by Bergquam Energy Systems Inc. The Sacramento, Calif.-based company developed a hot-water method of solar heating that is used for solar HVAC systems and provides air-conditioning and space heating to buildings. Because selfstorage facilities have ample rooftop space, solar collectors are an ideal method for heating and cooling, says owner James Bergquam. Ironically, solar collectors produce cold air using heat. Chilled water can be circulated through the coils, then distributed as cold, conditioned air, Bergquam says.

Although more costly up front than a traditional heating and cooling unit, solar panels are more cost-effective in the long run. Rather than running off electricity as most common air-conditioners do, they run off heat from the sun, which is free, Bergquam says. Because solar panels have no moving parts, such as a motor, there are very little maintenance or replacement costs. The energy savings pay back the cost between a solar and a conventional cooling system in about eight years.

A Splash of Color

Theres no doubt curb appeal plays a huge factor when it comes to occupancy levels, and a bright facility will attract more attention than a drab one. Typically, selfstorage owners have turned to paints in bright hues do the job. Now, some have shied away from buckets and brushes in favor of panels and stuccos, products that require less maintenance, last longer, and can even add exterior protection.

One such product is a composite panel by United Panel Inc., a division of Stabilit America Inc. The Mt. Bethel, Pa.-based company manufactures Stenni® Composite Panels, an aggregate-faced composite wall panel used in new construction or retrofit projects. The panels can give a facelift to older buildings with failing brick or block, or dented and damaged corrugated metal siding, says Lee Anne Slattery, the companys marketing manager. Many zoning ordinances are now mandating that something other than corrugated metal be used on self-storage buildings, something more visually appealing. This is where Stenni can offer a solution.

The panels are durable, impact- and abrasion-resistant, and maintenance-free. They are available in a wide variety of colors, textures and sizes. The panel face can be routed to simulate brick, block or raked Precast, and dramatic designs can be achieved by combining colors and rout patterns on the buildings. All of the panels are made to order and can be cut to required sizes at our factory, so you are only paying for material you actually need for your job, Slattery says. Once at the jobsite, the panels can also be cut or drilled, and easily installed by any contractor or carpenter. They can withstand all types of weather from bitter cold to high heat.

The companys Vermont White Stenni panels were recently used in a major selfstorage renovation project in Swoyersville, Pa., on a building more than 100 years old.

The owner of Wyoming Valley Space Plus wanted to turn this former mill and manufacturing plant into a multistory, climate-controlled self-storage facility. Our panels were chosen to reclad the building, along with bright blue aluminum to cover the brick pilasters, Slattery says. Stenni panels had a dramatic effect on the appearance of the building. It went from having an old, run-down appearance to a bright, new, aesthetically pleasing one.

Another way to dress up a facility is with an elastomeric acrylic finish from Redmond, Wash.-based Stuc-O-Flex International Inc. The resilient, 100 percent acrylic polymer compound looks and feels like traditional stucco. Its thermoplastic and elastomeric nature allows building movement while maximizing resistance against cracks in the finishes. Available in 20 standard colors, it can cover a variety of substrates, systems and metal to create a unique building exterior.

It can really add curb appeal, and design elements can be incorporated into the building very economically, says Dan Johnson, the companys technical sales manager. At a cost of about 40 cents per square foot, the acrylic finish is easy to install and can even be done by a motivated do-it-yourselfer, Johnson adds.

The finish will last for decades with little or no maintenance. A water-bleach solution is all that is required. These products have all been tested to withstand 30 years of exposure, Johnson says. They are breathable membranes. They keep the water out of the building. They can be subjected to freeze-thaw cycles or basically any type of weather. We sell it from Siberia to Nigeria.

One other advantage to using the acrylic finish is it creates an additional exterior barrier resistant to fading, UV radiation, salt spray, humidity and mildew. Thats one of the main objectives of the product, Johnson says. As a finish, it kind of functions like Gortex. Its basically color, texture and a weathering membrane. Wind-driven rain at 100 miles per hour can penetrate the coating from the outside; yet because the product is breathable, water vapor that may be behind the coating or in the wall cavity can be drawn out by the sun.

The stucco wall panel manufactured by TransAmerican Strukturoc Inc. of Minneapolis uses 20-gauge, galvanized substrate primed with an epoxy-baked primer. The proprietary finish contains four sizes of marble crush. With an unlimited color selection, the rollformed panels can add color and design to a facilitys exterior.

Photo courtesy of Strukturoc Inc.

The panels are easy to install, and require no special equipment or installation kits. In most cases, erection of the panels is facilitated by the same people who set the wall framing or apply the roof. There is no need for an additional subcontractor whose schedule may effect timely completion of the project, says company President Gary Stoecker. Because our system is factory finished, delays due to weather are also diminished.

The cost of the panels is based on the amount of material needed. However, it is not uncommon to see up to 40 percent savings when compared to other masonry-type products, Stoecker says.

The panels also require very little maintenance. They will not peel or crack like field-applied stucco or EIF systems, according to Stoecker. Power spraying every few yearsdepending on the location of the buildingis all thats required. Our wall system has a working life of more than 50 years.

This is made possible by using G90 galvanized steel with primer applied to both sides and a covering of Strukturocs proprietary marble finish. Strukturoc can take the place of lower-end painted steel panels that do not offer the aesthetic appeal increasingly demanded by our communities, Stoecker says. Giving a fresh look to an old building is simple and cost-effective and allows an owner to keep in step with a communitys need for good-looking, desirable buildings.

Concrete Design

Another trend some self-storage owners are favoring involves the inside of the facility. Rather than use traditional flooring such as carpet and tile, some owners are choosing to paint, stain and shine existing concrete floors. Whether youre building or remodeling, this is a very economical way to go, says Dana Boyer, owner of ConcretiZen Innovative Concrete Surfaces, a Phoenix-based company specializing in decorative concrete finishes. You can give your building a facelift, make it cutting edge, state of the art and decorative.

Although the process is called acid staining, the acid isnt the ingredient that creates color, according to ConcreteNetwork.com. Metallic salts in an acidic, water-based solution react with hydrated lime in hardened concrete to create insoluble, colored compounds that become a permanent part of the concrete. This allows for very creative flooring.

In recent years, many self-storage owners have begun to favor the easy maintenance of tile over stain-prone carpets. But tile has its limitations. Styles and colors are discontinued as manufacturers create new designs. Ceramic tile and flagstone also require regular maintenance beyond regular sweeping and mopping. With tile, the grout gets dirty and needs to be cleaned and resealed. Thats a lot of tedious work, Boyer points out.

With concrete finishing, facility owners can choose from a multitude of designs, patterns and colors. Staining, etching and scoring concrete is also very affordable, Boyer says. For example, quality tile and carpet can cost up to $30 a square yard. The cost for professionally installed concrete finishes is similar. However, Boyer says, over time, concrete will be the more economical choice. Five years from now, carpet will be worn and stained and need to be ripped up and replaced, she says. With tiles, manufacturers stop making certain patterns after a set amount of time. What happens when the tiles break or you have to remove part of your floor? You will never be able to get that same pattern again.

Concrete maintenance is also simple. The floors need to be swept and dry mopped. A mild degreaser can be used as needed. Depending on usage, the floor may need to be waxed once or twice a month, Boyer says. Its very easy to maintain. If you take care of it, it will last a lifetime.

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Bollard Covers

Bollards are a must-have at every facility. They can protect the store front, units and landscaping from accidents. But bollards can require a lot of maintenance to keep them looking fresh. Two productsIdeal Shield® and Post Guardcan help a facility keep bollards looking new without the hassle of major maintenance.

Owners and managers of self-storage properties know maintaining a clean and secure premise is important to their customers, says Stuart Burnstein, vice president of Farmington Hills, Mich.-based Encore Commercial Products Inc. Why paint bollards? The product saves time and money by eliminating painting and scraping. Post Guard provides self-storage facilities with attractive, maintenance-free bollard protection.

Post Guard and Ideal Shield are bumper post sleeves that easily slide over existing guard posts. Installation is effortless, Burnstein says. You dont need an engineering degree to install Post Guard. Its really quite simple. The sleeves are kept in place by neoprene tape. Once installed, the sleeve cannot be easily removed and requires no maintenance. Prices run from $30 to $70 per cover, depending on the size.

 

Made of thick polyethylene thermoplastic, the shields are designed to withstand any type of weather. Soap and water will remove most dirt and grime. Tougher scuff marks can be removed with nonabrasive cleaners, Burnstein says. In addition to eliminating maintenance issues, the bollard sleeves come in a variety of fade-resistant colors so owners can match their facilitys facade. Sleeves with reflective tape for better nighttime visibility are available. Ideal Shield can also mold company logos onto the sleeves.

By eliminating unsightly rusty bollards, the bumper-post sleeve improves a storage facilitys appearance, says Chris Parenti, vice president of Detroit-based Ideal Shield. The sleeves will help enhance the facilitys image and give it that brand new look for years to come. The sleeves also provide an overall cleaner environment, which is necessary to meet the expectations of Americans today.

By Bert Brown

When you think of baseball, several popular nicknames come to mind, like The Babe (Babe Ruth), Hammerin Hank (Hank Aaron) or the Iron Man (Cal Ripkin). Every kid who dreams of making it big in the sport probably thinks a great nickname is an indication of things to come. But when I was in my 20s, standing in the batters box at a weekend softball tournament in Nashville, Tenn., I realized the nickname that had been bestowed on me by my comrades of the dirt diamond was not so great. (It was at this point the harsh reality set in that you dont get to choose your own magnificent moniker!)

During our four-hour trip to the game, I had managed to leave on my left turn signal for nearly the entire way, with everyone following behind me. I later tried to explain that my 6-foot, 4-inch height kept the signal indicators from my view, and the deafening blare of the stereo drowned out the flasher sound. As I had been driving at high speed, I had stayed in the left lane the whole wayno need for a signal. Nevertheless, from that point, any time I heard encouragement from my teammates in the dugout, it was addressed to Blinker.

I admit I still leave my turn signal on from time to time. Maybe I dont see or hear the indicators. Most likely, my mind is elsewhere, thinking of all the things I need to do. Maybe Im distracted by things going on around me. Regardless of the situation or my excuses, the truth is I am just not being attentive. Whether I like it or not, perhaps my nickname still applies.

Dont be a Blinker in the management of your storage business. A lack of attention to details, such as regular maintenance, can have a detrimental effect on your facility. If you are not careful, you can get caught up in all manner of distractions while obvious problems become a nuisance to tenants. Let this serve to remind you (<Blink>< Blink>) to pay attention to the details that can affect your customers.

Have a Plan

While watertight roofs and well-operating doors are the most obvious items for preventive maintenance, many self-storage operators overlook a few less obvious items, such as project lighting, HVAC equipment, and the condition of driveways and parking areas. Every project should have an established and well-documented plan to keep small, seemingly insignificant issues from becoming costly problems.

Roofs.

One of the most important maintenance items is prevention of roof leaks. The obvious problem with a leak in a self-storage facility is the likelihood it will not be discovered until after the damage is done. A good maintenance plan will include quarterly inspections of the roofs, including penetrations and drainage.

Any roof penetration, such as a tek screw or venting, can present a possible leak point. Tek screws used during many roof applications should have rubber gaskets to create watertight roof integrity. Make sure gaskets are in place and in good condition. One common problem that occurs is during installation, the tek screws are over-tightened, causing their gaskets to be destroyed. If this happens frequently at your facility, a steelbuilding professional should be consulted to determine the best method of repair.

Check all joints and penetrations where caulk has been applied to ensure the integrity of the sealant. Inspect gutters and downspouts for obstructions, such as leaves and garbage. The latter is generally the product of a careless tenants lack of access to a garbage-disposal point other than the top of the building. Objects trapped in the gutters and downspouts will obstruct normal water flow and cause water to find its way into the building.

After a heavy rain, check vacant units for water. With every tenant move-out, the unit should be inspected for any signs of water damage. Examine the roof, insulation, floors and walls for any signs of moisture. After cleaning the unit, take time to service the door.

Doors.

Doors should be inspected for heavy wear. Check the springs to ensure they have a light coating of grease. This will displace moisture and help prevent rust. If grease is needed, apply only a minimal amount to keep it from dripping inside the unit.

While the bearings should be good for the life of the door, make sure they are in good working order. If the door does not have bearings, grease should be applied where there is metal-to-metal contact at the axle and bracket. Wipe down the guides with a light silicon solvent like Armor All to ensure smooth operation. Next, operate the door to check the tension. If necessary, adjust it using extreme caution as outlined by the door manufacturer. Finally, examine the slide latch for engagement and security; and document the service of the unit and door in your records.

Lighting.

Lighting is often overlooked until someone is left in the dark. Make this item part of a routine checklist to ensure tenant safety and a warm, clean, well-maintained atmosphere. By all means, include your signage in this inspection. In many cases, your sign gives customers their first impression of your facility. Most lighted signs have multiple bulbs and can seem dark and aged if not all of them are working.

HVAC Equipment.

Make sure the filters on all HVAC units are changed regularly. A clean filter will help maintain optimum energy efficiency and keep dust to a minimum. To avoid unnecessary water damage, check the unit to ensure condensation handling is not being impaired.

Pavement.

Make a habit of inspecting driveways and parking areas. Ensuring prospects can reach the office and tenants can access their units without obstruction or inconvenience is key. Standing water after a rain can be a problem. Potholes and cracking pavement are issues that should be addressed and corrected immediately. Many of these problems will become significantly more difficult and costly to repair with time.

Being proactive about facility care will ensure less expensive repair costs as your facility ages. Your maintenance schedule should be well-planned and communicated with employees through written guidelines and expected job duties. By taking a positive stance and paying attention to details, you can secure the longevity and success of your investment, without any unwanted blinks along the way.

Bert Brown is director of marketing for Janus International Corp., which manufactures a complete line of storage-facility components, ranging from roll-up sheet doors to self-supporting hallway systems. For more information, call 770.562.2850; visit www.janusintl.com.

Understanding Inventory

By Gregg Salkovitch

Inventory is an issue every retailer must understand. Successful retailers will tell you inventory management is vital to their operations. Selfstorage managers need to realize retail sales are not only an added convenience but a very controllable way to increase revenues. A facility that sells retail products promotes the idea of one-stop shopping, which appeals to people and their busy lifestyles. But many managers do not grasp the basics of inventory management. They often overlook inventory counts and product ordering, which directly impacts their ability to increase sales and profits.

Why do some storage facilities sell thousands of dollars in retail products monthly while others sell less than a few hundred dollars worth? What separates the top performers from those that are not as successful? Could it be the demographics of some properties are significantly better than others? Location is important; but often facilities within a couple of miles of each other have completely different retail-sales numbers. Do facilities with more units sell more retail product because they have more customers? Records show retail sales for facilities with more than 500 units do not always measure up to those of facilities half their size.

I decided the best way to determine why some facilities thrive more than others was to call managers directly. After all, what better way to find out why operators are not achieving higher sales numbers than to ask them personally? So I began by asking our customers, How are your retail sales? Do you need to reorder any products?

The facilities with successful retail programs said their sales were great and their shelves were full. Conversely, three-quarters of the facilities with suffering sales responded with, Im so glad you called. I need to order more supplies because my shelves are empty. I had to refer my customers to a competitor down the street. I was dumbfounded. First, I could not believe such easy sales opportunities were being lost because managers would not take 15 minutes a month to check inventory. Second, they were referring customers to their competition.

These managers have failed to comprehend that referring a customer to another facility not only results in decreased overall sales, it eliminates opportunities for referrals and future purchases. The competition gets the retail sale and the potential for new rental business.

There is a very simple solution to this dilemma: Keep your shelves full. Establish a steady reorder cycle and inventory-management procedure. Count your retail products and order supplies on the first or 15th of every month. Order before you are out of stock, not when you are empty. If you follow a regular ordering cycle and take regular inventory counts, you can be assured of higher overall sales.

Gregg Salkovitch is an account manager at Supply Side, which distributes packaging as well as moving and storage supplies. The company has developed merchandising programs for many leading companies, including Storage USA, the U.S. Postal Service, Kinkos and Mail Boxes Etc. For more information, call 800.305.6110 or 216.738.1200; e-mail [email protected].

Plague Prevention

When Mercutio cries out, A plague o both your houses! in Act III of Romeo and Juliet, he meant more specifically, May pigeons roost on the eaves of both your houses! He must have.

Pigeons are a pestilence. At my last home, a family of about 30 of these vermin would languish on the roof just above my uncovered patio. A leisurely lunch with friends would turn into a bubonic banquet faster than you could say foul (pun absolutely intended). I complained incessantly to my HOA regarding the squatters, to little avail. Six months of haranguing got me a paltry row of plastic spikes nailed around my HVAC uniton which, of course, the birds expressed themselves in a most colorful manner.

When my betrothed and I unloaded the trappings of our single lives and combined households last year, we purchased a lovely home in a respectable neighborhood we were certain would be graffiti, litter and piccione free. I did a little dance when I relinquished the keys to my town homethe dance of I am ever rid of those winged rat creatures!

Now, the more sharp-witted readers are certainly cackling a devilish laugh as they think, Nay is this the end of the tale. They are correct. As I reclined for the first time on the deck of our new sanctuary, decadently sipping an apple martini and relishing the solitude of life between fences, I breathed a deep sigh of gratification Then suffered a conniption upon hearing the galling coo of none other than my own sworn adversary.

Like the protagonist of Edgar Allan Poes The Tell-Tale Heart, I thought I must be imagining that most-dreaded sound. Slowly, tenaciously I upturned my gaze to the roofline. Meeting my startled stare was none other than a member of that despised tribe, nestled sweetly between an assemblage of plastic spikes and an electric pest-dissuading device. Curses! I shrieked, and promptly downed my drink before it could be contaminated with gifts from above.

Those not amused by my anecdotes will be thinking, Get to the point. Very well: This months issue focuses on the art of self-storage maintenance and remodeling, emphasizing the importance of a properly functioning, aesthetic facility that will lure customers like insects to a Venus Flytrap and earn you gobs of bottom-line profit. Just as I practice regular household maintenance that includes hurling small rocks at birds on my roof, so too must storage operators devise a routine schedule for facility repair and cleanliness.

Whether yours is an older facility desperate for refurbishments or a sparkling new site that needs only to be kept that way, simple attention to detail will save time and avoid unnecessary expenditure down the line. Prevent the plague of neglect from swooping upon your business. Your tenants, buildings and wallets will equally appreciate the effort.

Heres to mirthful maintenance,

Teri L. Lanza
Editorial Director
[email protected]

Understanding Software Reports

By Pamela Alton

When I first started in the self-storage business, in what now seems like the Dark Ages, a lot of facilities used the old peg board system of record-keeping. It was used to track numbers of units, tenant information, rental rates, late fees and letters sent. Letters were often just photocopied, and you filled in the tenant name, unit number and amount past due. All that changed when computers and self-storage software became available.

Today, we have more than a dozen self-storage software programs from which to choose. Many of them provide the same information, just in different forms. One thing is for certain: With computerization, we are in a much better position to maintain tenant information, and track income, late fees, move-ins, move-outs and transfers, along with financial information about our facilities. We can look at computer-generated reports and see at a glance our occupancy level, monthly income, and how many units are rented, vacant, on reserve or past due.

The data, generated by software specific to our industry, can be viewed and printed on a daily, weekly or monthly basis. The reports themselves may be called something different in every program; but this shouldnt cause managers difficulty if they learn how to read the reports, and decipher and understand the information they contain.

Manual Tasks to Technical Understanding

I like programs that offer single-page summary reportsa recap, if you will, of a facilitys financial statistics. All of my site managers use a manual end-of-week report that uses information from the computerized data. Wait a seconddid I say manual? Didnt I also say computers generate reports so we no longer have to do things by hand? Yes, I did!

I purposely have managers fill out their end-of-week forms by hand because I want them to read and understand the reports our software generates. Why? Because managers are the ones who operate facilities on a daily basis andafter allthis is a business that can generate well over $100,000 per month at some sites. Shouldnt the person who sits behind the counter and at the computer every day know what is going on at the facility he manages?

Know What You Know

Computer-generated reports provide a wealth of facility information, such as how many units have rented, who rented those units, when their rent is due, if they are current or past due, how much is owed, and if and when to over-lock units. These reports also indicate how much income is received month- and year-to-date, as well as other necessary financial information.

I travel all over the United States visiting facilities and speaking with managers. I ask things like, How many units do you have? and What is your current occupancy level? Most know the answers to these questions. But I am amazed that a vast majority of managers do not know how much rentable square footage they have. This is when I know they have not been taught, either by their owner, management company or software company, how to read reports and obtain this type of information.

If you are an owner, do you teach your managers how to decipher and understand reports, or do you bar them access to this information? How can a manager operate a multimillion-dollar investment when he doesnt know how his facility is performing this year compared to last, its occupancy level, or how much square footage is available? To effectively manage a storage facility, the on-site staff needs to understand the facility reports.

We have come a long way since I entered this wonderful business of self-storage 13 years ago, and I see it evolve year after year. Facilities now have retail centers, which offer a whole new challenge of recordkeeping (cost of goods vs. retail sales price, collection of sales taxes, etc.). As years pass, our industry will become ever more sophisticated. There is no time like the present for site managers to learn to read and understand the reports generated by their management software. They offer information that can only help educate staff and make them top-notch managers.

Pamela Alton is the owner of Mini-Management, a nationwide manager-placement service. Mini- Management also offers full-service and operations only facility management, training manuals, inspections and audits, feasibility studies, consulting and training seminars. For more information, call 800.646.4648.