Safeguarding Your Security System
Preserving gate, access, alarm and surveillance systems

By Chester Gilliam

We all know we need to change the oil in our cars every 3,000 miles or three months and that by doing so, we prolong the life of our vehicles and reduce the overall amount of service that needs to be performed. Well, the same holds true for your self-storage facilitys security system. Gates, gate operators, surveillance cameras, and access and alarm systems require regular preventive maintenance.

In my experience, the majority of managers are more than willing to perform this type of service. In most cases, the problem is no one has conveyed to them what needs to be done and when. Security maintenance does not require a lot of tools, hard work or even specialized knowledge. In fact, it requires very little time and can be done by almost anyone using a standard tool set.

Lets Start With the Basics

While you dont need many tools to perform your maintenance checks, you do need some. Every site should have basic tools, including a set of wrenches, sockets, screwdrivers, several types of pliers, hex wrenches, a cordless drill, drill bits and, of course, a hammer (in the event none of the others fix the problem!). These can be purchased from any hardware store and are a must. You do not need to get top-of-the-line products, but buy good-quality tools. Look for those that come in sets, as these are usually a bargain.

Now that we have tools, lets take a look at the components of our maintenance routine. We can divide the security system into five major areas: gates, gate operators, access systems, alarm systems and surveillance cameras. While some of these require little or no maintenance, others need to be cared for on a regular schedule. The routine will vary depending on your surroundings, which will be explained as we go along.

Gates

Gates require minimal maintenance with the exception of rollers, hinges and paint. Its always a good idea to have a few cans of touch-up paint on hand as well as a can of metal primer. Rust is not only an eyesore, it represents the metal being eaten away by corrosion. This weakens the welds and surrounding metal and, if not attended to, will eventually cause problems.

There is a variety of gate rollers and hinges. Some require no maintenance while others must be greased regularly. A good rule of thumb is if a part has a grease fitting, it needs grease. You should lubricate hinges and rollers every month. If you live in an area where you get a lot of moisture or blowing dust, you may want to grease them more often.

Also inspect all hinges and rollers for wear. Look for metal shavings on the ground surrounding them and at adjoining surfaces. Check for uneven wear on rollers and noises when the gate opens and closes. All of these are signs something is not right. Sometimes, lubricating rollers and hinges will eliminate the problem; however, if it does not, call for service before the gate breaks down. You know it will inevitably break down on the weekend or on a holiday! So get it fixed sooner than later.

Gate Operators

All gate operators require regular maintenance. The first step, before doing any work, is to turn off the power. No one needs to get hurt. If youre not sure if the power is off, find out before you do anything else.

Slide-gate operators with chains need their chains tightened regularly. In general, a chain should not have more than 1 inch of drop from end to end. Never allow a chain to twist. It should be lubricated with chain lube at least once a month. If you live in an area where you get a lot of moisture or blowing dust, you want to lubricate it every two weeks, without overdoing it. A light coating is better and will attract less dirt. Do not use WD-40. This is a cleaner and will not provide lubrication but just the opposite, drying the chain out and causing it to rust and eventually need replacement.

Swing- and vertical-pivot gate operators need their bearings greased once a month. Check with the manufacturer to find out which bearings and other items need to be oiled. Not all of them require lubrication, and not all models are the same. Get the specifics for your particular equipment.

With all gate operators, inspect drive belts and gears for wear every six months. Do not use belt dressing on drive belts, no matter how good an idea it seems. Drive belts are designed to slip in the event something binds. If they dont slip, somethings going to breakusually something that costs a lot to fix. Visually check all moving parts for wear. Check to see if the gear box is filled with lube oil. Keep the gate, gate track and gate operator free of trash.

Inspect safety devices often, no less than once a week. Safety loops can be tested by opening the gate and driving over the devices slowly when the gate begins to close. The gate should reverse and open. Safety edges can be checked by simply hitting them with your hand as the gate begins to close. Again, the gate should reverse and open. Some gates may take a few seconds to reverse. This is normal and should not cause alarm. Remember, safety loops work off magnetic fields and may not detect vehicles that are high off the ground or have aluminum or fiberglass structures. Motorcycles and bicycles may not trip the safety loops either.

If your safety loops were cut into the pavement, check the lines where the wires are to make sure there are no exposed wires and the sealer does not have cracks. If you find cracks or open spots, you can use a concrete or asphalt filler to seal over the loop wires. In areas where the paving is cracked around the loops, care should be taken to ensure they cant get damaged by movement or moisture. Here, too, you can use filler to seal the area.

If you are not sure about any maintenance items, contact someone who can show you how to care for your gate system. Gates and gate operators differ greatly from one manufacturer and model to the next. What you did at one site may or may not be appropriate for the system you now have. You can get information from your installer or the manufacturer. Most manufacturers post this information on their websites. Get the right information before you attempt to do any maintenance work.

Access Systems

With the technological advances that have been made in our industry, little service is required on access systems. The only thing you should do is to inspect conduits for breaks and exposed wires. This is best done in early spring and late fall.

Most breaks occur when there are changes in weather from one season to another. By visually inspecting the conduits and junction boxes as well as where keypads attach to stands and buildings, you should catch problems before they get out of hand. Look for places water could get into conduits or keypads. As with any issue of this type, you should get a qualified installer to fix the problem. If you do not have someone to call, contact your equipment manufacturer. It can refer you to someone in your area.

Alarm Systems

Alarm equipment falls into the same set of standards as the access system. Theres not a lot to do for maintenance except inspect conduit runs. However, when it comes to switches and wires, there are some things to watch.

When a tenant moves out of his unit, check to ensure it is clean and take the opportunity to inspect the alarm. Look to see if the wires are tied off and out of the way. Make sure wires running through the unit are not hangingthese could get caught in a rolling door or accidentally damaged by a customer. Ensure the switch and magnet are not loose, damaged or missing. Also ensure they align with each other and there is not a gap greater than 2 inches between them. With latch-type switches, check to see the door latch does not hit the switch and the track is not bent in the switch area. Close and open the door, then look to see if you get an open and close notification on your site-activity report.

These actions take only a few minutes, but by doing them, you are also investigating potential problem areas such as the door and latch. You can avoid problems with the alarm system and the next tenant by allowing for repairs while the unit is empty.

Surveillance Cameras

As with the alarm and access systems, make sure the conduits to surveillance cameras are not broken, especially where the flex conduit goes into the camera housing. There should be no exposed wires. Clean the outside of the camera-housing window once or twice a year. Use a soft cloth and no abrasive cleaners.

Once a week, make sure the cameras are actually recording. Review a tape or recorded image so you know you are getting something stored. Dont take it for granted that because the record light is on something is on tape. On VCRs, clean the heads with a commercial-grade cleaning system once every six months and change tapes every 12 months. (You should be using one tape for every day of the month.) Check the cameras after dark to ensure they are in focus. They can look great during the day and be out of focus during low-light conditions. This can make a big difference at the time of playback.

Its the Little Things That Count

With any type of equipment, check with your installer and/or manufacturer to find out what maintenance can be done to keep your system in top working order. Not all systems are the same, and you can do more harm than good if you do not follow the correct procedures. Check to see if there are specific types of lubricants recommended by the manufacturer. And remember safety first. Never work on a system if you are not sure or if you are uncomfortable with the task. It really is better to be safe than sorry.

These maintenance processes can be done in a few hours each month. Thats not a lot of time when you consider how long you could be waiting on parts and service in the event something breaks. By being aware of your site, you can head off trouble. The more active a manager is on a property, the fewer problems the site experiences. By taking care of the security system and letting your tenants know it, you will earn greater respect for yourself and your site. Customers will get the message that you value their business.

Chester A. Gilliam works for Centennial, Colo.-based Wizard Works Security Systems Inc. and has been involved with self-storage security systems for 18 years. For more information, call 303.798.5337 or e-mail [email protected].

By Amy Campbell

About three years ago, Allen Perreault, a former golf pro, again found himself spending a lot of time on the green. The installation manager for U. S. Door & Building Components Inc., an Orlando, Fla.-based supplier of commercial and self-storage roll-up doors, frequently teed off with his pastor from Metro West Church of the Nazarene in Central Florida.

Around that time, the pastors sermons focused on the merits of volunteering; and they were an inspiration for Perreault. He thought back to his childhood, when, at age 10, he learned to play golf from a group of adult volunteers. I saw good role models and mentoring, things I really liked, he says. It was time for me to do the same thing they did for me when I was little. I wanted to get involved with kids, teach them what I know, be a role model and mentor.

Perreaults mission began slowly. Using the church as a springboard, he launched Future Masters Inc. in September 2001 with 25 students, all children of church members. The group met for an hour every Saturday morning to learn golf in a little field next to the church. The smiles and enthusiasm the kids brought with them were very contagious, and a great fellowship began in the group, Perreault says.

Future Masters has since grown. The program now has about 160 children, ages 3 to 18. The group has also graduated to a larger practice space: Barnett Park in Orange County, which has an official golf-training area.

Perreault has been joined by other members of the church, all volunteering their Saturday mornings to teach children how to putt, drive and chip. The course is six weeks long. The first four classes are dedicated to teaching the basics of golf. The fifth week is a skills competitiona drive, chip and putt contest. The final week is a chance for the kids to shine in a tournament divided by age group.

After the tournament, the students, parents and golf instructors head back to the churchs dining hall for a well-deserved picnic and awards. During our awards program, we let all of the kids know they are all winners; and by working hard in our program, they will grow and become champions, Perreault says. All of the children receive a winners certificate, and we recognize the top performers with trophies.

The children can stick with the program for as long as they wish. A fresh sixweek course begins every 10 weeks. To encourage children to participate beyond their first course, Perreault implemented a Player of the Year program. The kids accumulate points for attending the golf classes, community volunteering and doing well at the tournaments. The child in each age group who gains the most points is awarded a plaque and Target Stores gift certificate. We encourage the kids to stick with the program, and most of them have, Perreault says.

A $5 donation to offset the costs of food and awards covers the six-week course. All of the equipment was donated or purchased with donation funds. This year, Future Masters received contributions from Target Stores and the Orlando Orange County Expressway Authority. Perreault also negotiated a deal with the Orange County National Golf Course to use its course for free on tournament days. Families participating in Future Masters can receive a discount at the golf course.

The childrens program proved to be so successful, a womens beginners program was launched. Then the dads saw how much fun the moms were having, so we started a mens program, Perreault says. Future Masters has also reached beyond the church doors. Last spring, 25 kids from a troubled-teens program turned out for the six-week course. The program is rewarding for Perreault. Not only does he get to pass on his love for the game to a new generation, he gives back what was once given to him. The volunteering aspect and team work, teaching the kids about giving back to the community, to volunteer, to give of yourself, is what I enjoy, he says.

The venture has also become a family affair. The parents come and help, and they get involved with their kids, Perreault says. That includes his family: his wife, Kim, and the couples children. Kim also introduced a Life Skills program that helps focuses on sportsmanship, safety, respect, rules of the game and volunteerism.

Although the golf program is for beginners, Perreault hopes to one day offer more advanced classes and possibly a golf course for the students. Plans are already under way to expand the Life Skills program and introduce more intense tournaments.

While Perreault says running a volunteer program takes a lot of patience, the experience has been very fulfilling. Working with kids is a tremendous blessing, he says. They bring their smiles every week, and thats what makes it all worthwhile.

If you are interested in obtaining information about starting a childrens golf program or would like to help Future Masters continue to grow, call 407.292.9236.

By Steve Cooper

As the hovercraft slowly descends, the signal from its Little Black Box ID transmitter triggers an acknowledgement and authorization to enter. The bay door slides open. The vehicle settles silently on the docking pad. As soon as the drivers lift door opens, the facial recognition scanner instantly compares the drivers face to those in its database of stored images. The speaker announces softly, Welcome to Center City Personal Closet.

As the visitor presses the call button, the fingerprint-sensitive device confirms his identity. The Security Master Software quickly and automatically matches his vehicle ID, facial scan and button input. He is told, Supplies and refreshments are in the self-service room through the doorway to your left, should you need them.

This 20-story tower, a 22nd-Century marvel of pneumatics and hydraulics, features four multistory, conveyor-like lifts. The announcement sounds: Your personal closet will be available momentarily. The column-four lift whirs into action, revealing the key convenience feature of the worlds newest model self-storage store. Back in the home office of Global Storage, the monitor shows the activity as the lift delivers Bin # 4357 to the loading level. The door opens automatically.

Who knows what the future might bring to the self-storage industry? You have the opportunity to dream up your ideal storage solution. Whatever the vision, it will contain aspects of security.

As we move toward that future, security technology advances to meet the need. Already, biometric ID devices of one type or another are beginning to appear more frequently in high-security areas of upscale storage stores. Centralized management and monitoring across broadband connections is opening the way to efficient customer service in what is called a hub and spoke operation, with several stores operated from a single office. Regardless of how your future storage store looks or operates, following are some security principles you will need to consider. Some operators need to rethink them in the present.

Facility Design

Start with the design of your store. Consult your architect or engineer, or search the Internet on the keywords crime prevention through environmental design. Youll find design principles that allow you to create a safer facility and help your business fit more seamlessly into your neighborhood. Among other things, you will understand the need for sight lines, which allow you to see activities from inside and outside a facility.

David Michael Davenport is a Florida based architect with many years of experience in designing self-storage, especially in East Coast urban areas. With the cost of land continuing to climb, were finding smaller pieces of property that can be developed with multistory buildings to be the trend, he says. One of the ways we maximize the use of the property is to reduce the amount of paving by moving all the units to the interior. Not only do we optimize the footprint, but it provides much greater security, especially in some of the urban neighborhoods. He cites as an example several developments with all parking underneath, on the first level, and 90 percent of the storage above grade.

Competition is getting fierce in some areas, Davenport says, so we design for a place that looks nice inside and out, and make a place for a prominent security display in the office as a prime selling feature. And, in many neighborhoods, we continue to include an on-site apartment for managers. Tenants know theres a criminal element out there. Theyre concerned about it; and having someone on site 24 hours a day makes them more comfortable.

Harden the Target

Security experts talk about hardening the target, simply by making crime not pay. This is accomplished by increasing the difficulty of criminal activity and increasing the likelihood it will be noticed immediately. Theres no question that when a store has strong deterrents, anyone planning a theft will just move on to the next target, the competition down the street, says Tom Litton of California based Litton Property Management Inc., a veteran self-storage management consultant.

Anne Ballard, one of Littons counterparts and a partner in Atlanta-based Universal Management Co., suggests, In todays environment, you really must know who your customers are. Absolute and proper identification, addresses and active telephone numbers are a minimum. The better service you provide in getting to know customers and prospects, the more secure your operation will be.

The fundamentals will always apply, but the exciting new technology, designed to keep pace with development trends in the industry, makes it easier than ever to employ security tools. Theres no questioning the fact that security is one of the primary selling features in a self-storage store, says Davenport. In urban, suburban and even many rural areas, if theres competition, the store with the security features will have an advantage.

One trend for the future includes segmenting the marketing mix with a high security area for specialized storage. Minor Scotts Lodo Self Storage in Denver features a room so well controlled it qualifies to store museum-quality paintings. George McCords Plantation Self Storage in South Carolina features wine storage with its additional security features.

In [high security] situations, we have biometric devices like fingerprint readers that add a sophisticated layer of security, says Rick Stumpf, West-Coast sales representative for Digitech International, a self-storage security supplier. Coupled with wireless alarm transmitters for each unit door, these can help owners achieve a very high level of security, which absolutely makes the right impression on prospects and gives tenants the warm, fuzzy feeling their particular property is better protected.

Wireless devices have been used in the industry for several years. New application of discrete technology has improved the efficiency and convenience of their use in the self-storage environment. Its amazing, exclaims Alan Floren, president of High Security Alarm Systems Inc. in Orlando, Fla. We just had a crew install wireless transmitters for more than 700 individual unit doors in less than three days. Compared to the installation cycle for hard-wired door alarms, were way ahead; and this owner will be renting spaces a whole lot faster.

Hub and Spoke

New technology that leverages the power of the Internet is helping some owners consider a trend toward the hub and spoke arrangement of stores. A central office, connected through broad-band data devices on the web, can effectively manage a collection of smaller stores scattered throughout a market area.

We can easily make connections to give the central office complete control of gates and other access-control devices, lights, and more, says Mike Mead of Dallas Automatic Gates, an experienced security-system installer. With digital video recorders and the right kind of cameras in the right places, the central office can be monitoring activity on a real-time, full-time basis. We can also easily integrate intercom call stations to the telephone so tenants who need to communicate with managers have a way to do that, even from remote sites. We havent seen a situation yet where we havent been able to match new technology to give the level of security and control owners need.

Being able to have cameras feeding over the web and having remote integrated systems should open up some of the more marginal markets to larger companies, says Paul Darden of Dallas-based Darden Properties. Adding a few tools, like remotely controlled pan-tilt-zoom cameras, will help operators maintain tight control over their properties.

Moving Forward

Improvements in technology help us do a better job; but the truth is, the basics stay the same, says Jon Loftin, Digitechs vice president and systems engineer. You want to make sure you have absolute access control, alarms to signal exceptions, video surveillance to keep a record of activities, contact with your customers via intercoms, and good sound systems.

Helping to develop new ways for store owners to protect their property and make operations more efficient keeps us right where we want to beon the leading edge, says Jim DelSordo, president of Automated Security Corp., which serves eastern Pennsylvania and parts of New Jersey and New York. Keeping up with new technology is the fun part of our business, and it helps us partner with owners to make each store better.

Self-storage design and methodology will continue to evolve to meet what is rapidly becoming a more mainstream customer demand in our global society. Security tools now in the brainstorming stage of development will be available to support the needs owners have for property protection, insurability and risk management. Wherever your hovercraft and imagination take you in the creative development of your storage business, the security providers in the industry will be there to help.

Steve Cooper is part of the marketing team at Digitech International, the provider of World Class Security Solutions. He can be reached at 800.523.9504 or via e-mail at [email protected]. For more information, visit www.digitech-intl.com.

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Security Pointers From SpaceAge Storage

SpaceAge Storage in Marietta, Ga., uses the latest in industry technology to serve customers, including a selfservice rental device that works much like a typical ATM machine. This new tool, intended to increase customer convenience, features connections to management software for rentals, credit-card processing for payments, a voice line for real-time communication, and video connections for visual monitoring.

But while conveniences are a nice addition to the facilitys offerings, it still employs basic security measures at the forefront of customer service:

1. Computerized gate codes are a must for entry and exit of the property. It is also important to keep the gate closed at all times of the day. Too many facilities keep the gate open during business hours to reduce wear and tear on the gate operator. By doing this, the owner is sending a clear signal to consumers that he is soft on ingress/egress security and an open target for anyone to enter the site.
2. Digital cameras and recording are critical in providing property surveillance. Customers, especially the female customer base, now expect them. These give the customer a higher comfort level and peace of mind to visit the property later at night.
3. Security zones are a must for property security in larger stores. Keypad-controlled entry to climate-controlled buildings offers added security and is a great selling point.
4. Proper lighting is critical, particularly around the office, gate, drive aisles, drive-up units and hallways. Lights can be set on sensors or timers. More light provided outside and within the property attracts more female customers. Light clearly provides greater security.
5. Established gate hours are critical in decreasing break-ins and vandalism and providing added consumer safety. Extended hours can be offered on an as-needed basis.
6. The free disk lock promo has proven to be highly successful in preventing break-ins, plus it is a low-cost marketing special that works. The cost is reasonable, and the returns can be been great.

By Joe Burt

In the course of planning the perfect self-storage facility, there is one component common to top-shelf projects: security. This can be as simple as perimeter fencing with an automatic gate-entry system, or as complex as individual door alarms, complete video surveillance and high-security areas in the corridors. These days, there are multiple providers for every security option; and when the dollar is dangled, everybody becomes an expert. There are endless waves of distributors and consultants just dying to get your business. The key is to figure out what is best for your particular situation and facility.

Too often, owners end up with a blueprint and security-system spec from their architect. On paper, it may seem like a great application with all the bells and whistles. But usually, there is no specific manufacturer identified; and the design actually requires that several different systems be married into one. The result is a security solution that is very expensive and probably will not perform reliably. The architect did not take time to learn the intricacies of an average self-storage operation and the wide variety of systems designed specifically for the industry. That is where a self-storage security provider can help.

Understanding the Basics

To understand the basics of a security system, you need to define its components. Security can be overwhelming if you look at the system as a whole. Breaking things down will help you better decide what might be right for your application. There are many features that help protect a facility, such as good lighting, proper fencing and even the right door latch and lock. These are all very important considerations; but for our purposes, we will focus on electronic elements. The important thing is to make a distinction between the two types of electronic security devicesactive and passive.

An active security device is one that makes things happen. A keypad that signals a gate to open, a card reader that releases a magnetic door latch, or an alarm point that activates a siren when violated are all examples of active security. These are the devices with which managers and customers are going to have constant contact, since they are your frontline components.

Passive security devices are those used retroactively to determine the facts when an incident occurs. The most common example is a video-surveillance camera. An activity log in your security-control software or panel can also be a passive tool. Both, while displaying realtime information, do not actively do anything with that data. Mining the information is purely up to the operator.

Lets take a look at how a typical security system would operate at a moderately secured facility: A tenant drives up to the gate and enters his personal code at the entry keypad. The keypad processes the code and, if it is valid, the gate begins to open. At this time, there are a few things happening of which the tenant may not be aware. First, the video camera in the office is taking and saving a snapshot of the person who has entered the code. Second, the facilitys security/ management software is creating a log of who is entering, complete with a date and time. Third, and perhaps most important, the alarm contact on the tenants unit is being disabled.

Once the gate is fully opened, the tenant drives through the facility to his unit. All the while, his activity is being recorded by the video-surveillance system, with cameras placed at strategic locations throughout the facility. When he arrives at his unit, he uses his key to unlock it and opens the door. The computer in the main office is notified the door has been opened and, because the tenant entered his code at the entry, the control equipment knows this is OK; it does not, therefore, initiate any alarm.

When the tenant has finished his business, he closes the unit door. This is reported to the office computer and recorded in the systems activity log. On his way to the exit, the tenants actions are again recorded via camera. He reaches the exit keypad and again enters his code. If the code is valid, he is allowed egress and the alarm contact on his unit door is rearmed.

Choosing a Vendor

Once you have an idea what your basic security system should include, it is time to seek out industry vendors who provide what you need. There are many resources that can point you in the right direction. Industry publications such as this one are a great place to begin gathering company names and learning about suppliers. Industry-specific buyers guides, published annually, identify the product offerings of each company as well as provide detailed contact information (some will even tell you a providers tenure in the self-storage arena). Finally, there are always informative workshops and seminars at industry tradeshows.

The task of choosing a provider should not be taken lightly. A wrong decision could result in big headaches and lost revenue down the line. An informed consumer is an empowered consumer. When you first make contact with a self-storage security provider, there are several things to which you should pay attention.

First, look at the companys initial sales package. Does it contain information about all the items in which you are interested? There is no sense wasting time on a company that only does part of what you need when several companies provide complete packages. Understanding each companys offerings as presented in its printed collaterals can help you pare down your list of providers to a manageable level. While going through the different packages, write down a running list of questions for each company. This will help you stay focused and give you a clearer sense of what you want in a system.

Second, pay attention to how the company responds to your requests for more detailed information. Is it willing to share things like installation drawings and system documentation? These days, reliable vendors will be more than happy to provide you their documents in either printed or electronic formats. This can help you learn how their products work and all of the different options fit together.

Finally, inquire whether the security vendor offers professional engineering services. It should be able to take a blueprint or CAD file and edit it to show important items, such as conduit runs, keypad and camera locations, focus directions and anything else pertinent to your facilitys needs.

Bringing It All Together

Once you understand the security options and features available, the next logical step is to write the check and move on, right? Not in this writers opinion. The next step is to decide who will install the system for you. This can be a bit tricky, but finding the right company to properly install and set up your system is almost as important as the system itself.

Whenever possible, find an installer in your geographic area. Finding one might be easier than you think. Most established security providers have a network of factory-authorized dealers of their equipment. These dealers are familiar with the manufacturers proprietary equipment and how some of the ancillary devices are integrated into the system.

Having a local resource is a real benefit during the installation process. Inevitable construction delays and material-delivery problems are much easier to handle if the authorized dealer is local. It can help manage the process and head off any potential holdups. Another hidden benefit is you have somebody to whom to turn after the installation is complete. If you purchase your equipment from an authorized dealer, it is reasonable to expect it will extend the manufacturers warranty to you and be able to stand behind the system you purchased.

Too often, I see facility owners purchase systems and arrange for nonauthorized installation staff. These folks are usually familiar enough with the system to make it work initially, but they have no vested interest in making sure things run well for years to come. They were just hired as installation labor. A few months after the property opens, a problem arises, and the owner is left holding the bag. If he should call on the installer to fix the problem, he can be charged for a follow-up service call. What might have seemed like a bargain in the beginning becomes a system that is more expensive than if it had been installed by a factory-authorized dealer.

Do not hesitate to contact the factory if there are any questions about what an authorized dealer proposes to you in terms of options and/or labor. Remember, your vendors first responsibility is to ensure you understand what you are getting in a system.

Cashing In on Your Investment

While gathering and assimilating information about your security system, start thinking about how you are going to market it. You may be thinking, Market my security system? You have planned and are spending good money for quality security. That should be used as a primary feature of your facility when appealing to prospective and existing tenants, one that can be an advantage over your competition.

For example, many facilities display a bank of monitors behind their rental counter. These show the views from the facilitys video-surveillance cameras. They are usually coupled with a color-coded map of the facility that clearly identifies the status of each unit, updated in real time. This gives prospective tenants a strong impression of a secure facility as soon as they walk through the door. Similarly, as a facility manager tours the property with prospects, he should point out the locations of security keypads and video cameras and explain how they work. Describing the individual door-alarm system is also a good selling point.

There are many facets to self-storage security. It is up to you to decide what is truly important to you and your tenants. Find the company that best meets your needs, remembering your security system is more than just a purchase. It is a partnership that should serve you, your facility and your customers for many years.

Joe Burt is the director of international sales for Sentinel Systems Corp. of Lakewood, Colo., which has manufactured self-storage software and security systems since 1975. Mr. Burt has worked at Sentinel since 1990. He can be reached at 800.456.9955 or via email at [email protected]. For more information, visit www.sentinelsystems.com.

By Jim Chiswell

Do you send a welcome/thank-you letter to all of your new customers? Its a simple task, one that can be automatically handled by most self-storage management software programs. If you dont, keep in mind the underlying purpose of this letter is not just to thank your customer for renting with you; it can also help determine if he has given you a valid mailing address.

If you send a thank-you letter within a week of renting a unit and it is returned as undeliverable, you have a problem. Obviously, the customers address is either listed incorrectly in your database or is truly invalid. In either case, immediate action must be taken by your management staff to determine and correct the error.

Should you encounter a wrong address, you must first assume it is your fault and not the customers. The data could have been inaccurately entered into the computer. The misspelling of the street address or the transposition of a single digit in the ZIP code could have resulted in the return of your letter. Remember, in most communities, the letter carrier is not doing any sorting by hand. If the sorting machine does not recognize the ZIP code, the mail will be returned.

First, check the copy you made of the customers governmentissued photo ID. Of course, you can only do that if 1) you insisted on seeing a valid form of ID and 2) you have a good copy machine. (And please dont say you cant afford a copier for the office, especially when three-in-one (printer/scanner/copier) ink-jet printers sell for as little as $100 to $125.) You should have enlarged the image so it is easy to read. Its much simpler to check the information on the ID when the image is 200 percent larger than the original.

If the information from the customers ID does not assist you in correcting the error, try calling the tenant directly. You can also try reaching other contacts listed in his file. These days, it is not uncommon to have an e-mail address or cell-phone number. If all attempts fail, you may have an underhanded renter on your hands. Taking time with each customer at the time of rental, asking questions, and gathering information accurately and completely will help you avoid this situation. Attempting to mail a thank-you letter will alert you to potential problems early in the game.

On the Bright Side

OK, enough about the dark side behind sending thank-you letters. Even though an early warning to a problem is of benefit to us, we should not forget the value of an opportunity to tell customers we appreciate their business. Letters give you the chance to communicate a variety of messages to tenants:

• Use letters to remind customers of your referral program. If you dont have a referral program, you should, as it can generate new business.
• Let tenants know that if they want to rent additional units, they can do so without having to repay administrative fees. You can also offer them some other type of incentive.
• Remind tenants of gate and office hours and their payment schedule.
• Provide a contact number tenants can call in the event of problems. If you work from a different location than the one where the customer rents, include your address and phone number.
• Finally, dont forget to ask for positive, constructive ideas to make customers rental experience better.

Customers initial perceptions of a self-storage facility can be positive, and a personalized letter can reinforce those good feelings. I did say personalizeddo not open a letter with Dear New Tenant. And dont use a business envelope with one of those clear windows that shows the address off the letter. An envelope addressed by hand will receive much more attention, especially if it has a stamp instead of a meter mark.

There is no rule that says the letter can only be one page; so get the most out of the postage you are using. And dont forget your referral or business- card inserts. Consider making the thank-you letter a part of your marketing budget, one that gets top priority from your entire management team.

Run, Charlie, Run!

If you have not heard, a self-storage owner is running for Congress. Charlie Broomfield is running in the 6th District to unseat incumbent Sam Graves. Charlie has been a rallying force for selfstorage in Missouri and across the nation for many years. His insights and powers of persuasion have helped to strengthen the industry.

No stranger to public service, Charlie served in the Missouri House of Representatives, initially elected in 1964 and re-elected in 1966, 1968 and 1970. He was later elected Western Judge/Commissioner on the Clay County Court of Missouri. Winning re-election seven times, he served a total of 14 years in this position.

It is not every day we have a chance to support one of our own for national office. Now each of us has a chance to have an industry friend in Congress; and I encourage you to join owners across the country in providing financial support to Charlies campaign. Whether for $25, $100 or the federal campaign individual limit of $2,000, donations can be made by making a check payable to Broomfield for Congress Committee and mailing it to P.O. Box 681068, Riverside, MO 64168. You can contribute online and learn more about Charlies campaign at www.broomfieldforcongress.com.Your support is needed and appreciated. Good luck, Charlie!

Dont Waste Opportunity

During a recent visit to a self-storage store in Charleston, S.C., I observed something that surprised even me after 19 years in this business. I overheard the facilitys manager, Teri Tunender, answer the phone with a very professional, sincere greeting. It was soon obvious she was talking to a person who had dialed the wrong number. Instead of telling him he had dialed incorrectly and hanging up, Teri got out her Yellow Pages and attempted to find the correct number. But this wasnt what amazed me.

After having found the number, she started to solicit the caller for a self-storage unit. She just took a moment to tell him where the facility is located, that it offers a variety of unit sizes, and that she would welcome the opportunity to assist him in determining the size he might need. I have never witnessed a manager try to sell storage to a caller who had dialed a wrong number. Great going, Teri!

In truth, I should not have been surprised, because Teri fully understands the concepts of customer service. She knows that successfully focusing on those concepts will continue to bring in new rentals. Dont miss unexpected opportunities to promote your business, better serve customers and increase occupancywhether it be a simple welcome letter or a phone call made in error.

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 national and state association meetings. He recently introduced the LockCheckTM inventory data-collection system to the self-storage industry (www.lockcheck.com). He can be reached at 434.589.4446; visit www.selfstorageconsulting.com.

By Elaine Foxwell

You have purchased the land for your future self-storage facility. It has a good drive-by location, zoning has been approved, and you are ready to build. An easy way to see your project become a reality is with panelized buildings. Modular Mini Storage provides unique building kits to the self-storage industry. Walls are prefabricated and delivered to the site ready to stand in place. The local contractor finds them easy to assemble, says Terry Wellner, the companys CEO.

Founded by Wellner and Bob Allworth, project manager, Modular has been building high-quality self-storage buildings since 1993. The companys 13,000-square-foot shop is in Tualatin, Ore., near Portland. Were a small company without a sales staff. Most of our work is for repeat customers and people who hear about us from folks weve worked with, Wellner says.

Strong, Efficient Construction

The foundation of the Modular Mini self-storage kit is the wall system. Nearly every wall is a weight-bearing shear wall, making our buildings some of the strongest in the industry, Wellner says. Each building is composed of galvanized-steel framed walls, prefabricated in the companys shop under stringent conditions. Special fixtures and tooling enable efficient manufacturing to keep costs low. Using computer generated shop drawings, Modular builds each wall on special framing tables to maintain dimensional tolerances and ensure quality. Steel studs are custom cut to length, minimizing waste, speeding manufacture and reducing costs.

Our buildings are specially designed for Northwest climates, although we have shipped all over the United States, Wellner says. Modulars double-wall construction, standing-seam roofs and extra insulation create tight, energy-efficient spaces. Partition walls minimize condensation and provide a warm, inviting storage environment. Large commercial gutters and downspouts look great and keep customers dry. For some locations, Modular provides insulated sectional doors for exterior units. Kits also can be easily modified for heavy snow, wind or seismic loads.

Firewalls are included in every kit. Walls are pre-framed with steel studs on 2-foot centers or less, so the additional cost of firewalls is minimal. One layer of drywall is applied in the shop, and remaining materials are supplied with the building kit for installation in the field. Drywall for building fronts is precut to minimize fieldwork. In addition, the roof slope is built into the wall eliminating the need for roof trusses thus helping to reduce time and cost.

The security of a Modular Mini facility is enhanced by double-wall construction around each buildings perimeter and sturdy partition walls made with heavy-gauge steel studs, OSB (oriented strand board) shear diaphragms, and state-of-the-art, knurled fasteners. There are more than 150 fasteners on a typical 10-foot wall section, and you need a sledgehammer to get them apart, Wellner says. All fasteners are concealed to prevent injury to people or damage to property.

Diversity and Growth

Although self-storage buildings are its main focus, Modular also provides panelized kits for RV and boat storage, light-industrial flex space, office/residences and portable-storage modules. The companys RVstorage buildings provide completely enclosed, individual units, complete with 24-gauge, sectional roll-up doors. Units often have electric door openers with their own security codes.

Some of Modulars customers are including office/warehouse units in their mix and report they are very pleased with the results. We believe this is a real growth opportunity for self-storage developers, says Wellner. These buildings can be located on smaller, less-visible sites. Developers spread their risk by appealing to contractors, small businesses, and companies needing a bit more warehouse space. Our buildings are particularly well-suited for this use. Our unique panelized design is very competitive with conventional red-iron buildings.

The kits partition walls not only divide units, but provide the structure to support the roof. Office walls include door and window openings and are easily insulated. Firewalls are included as required, as well as standing-seam roofs, and 12-foot-wide by 14-foot-high doors. Three panelized office/residence kits are available, ranging from 1,500 to 1,800 square feet. All are two stories with the office and main living area on the first floor. On a typical project, the residence usually takes longer to finish because of the number of trades involved. However, Modulars residence kits give customers a jumpstart by shortening overall construction time.

Portable-storage modules are designed to uniform building-code standards and, if necessary, are eligible for building permits. Floor systems use pressure-treated beams and joists and are designed for 125 pounds per square foot of floor loading. Roofs are standing-seam. When placed side by side, the units look like conventional self-storage buildings.

Providing Design Support

Modular provides more than just buildings. We help customers with any area of the project where they need help, Wellner says. Many times, well recommend an experienced contractor in their area, or visit the job site to help a new contractor get off to a good start. The company works with its customers and their planning departments to develop the best possible site layout. This often involves zoning, storm-drainage, fire, water, wetland or other issues.

It is gratifying to help folks new to our industry develop a successful project, Wellner says. They usually wind up with considerably more rentable space than they expected and a much more competitive facility. Many believe heated storage is a lot more expensive to build; but with our system, this just isnt the case.

Allworth and Wellner have extensive construction experience, enabling them to be involved in all aspects of the company. Allworth has worked in occupations from chef to commercial fisherman in Alaska. He has also traveled to Japan to assemble some of Modulars custom homes. Wellner, who has masters degrees in mechanical engineering, has also been involved in a range of occupations. These diverse backgrounds allowed the founders to develop a successful company serving the self-storage industry with a unique product.

For more information, call 503.692.3532, visit www.modularministorage.com.

By Gregg Salkovitch

In 1914, Edward John Noble came up with a clever idea. His product, Life Savers, was a struggling brand; but he believed if it was placed in front of a drug-store cash register, it could sell well at a nickel. Noble saw this as prime real estate in the retail world. The location was idealwhere there is change, there are nickels! His small company grew rapidly because he recognized a need for an inexpensive item customers could easily add to their shopping cart without much thought. In other words, he saw a place for impulse items in small businesses.

Last month, I went to an electronics store to purchase a CD player. After 15 minutes of looking at various brands, I found one I liked for $79.99. While waiting in line at the register, I saw a pack of blank CDs in a compact display for $7.99. As someone who likes to mix his own CDs, I added these to my order without hesitation.

The store had an entire aisle containing several brands of CDs. Why did I purchase them at the counter instead? Three reasons: First, they were visible. I hadnt considered purchasing blank CDs; but since they were conveniently located at the register, I thought, I could really use these. Second, it was easy. I was in line and only had to pick them up. Finally, they were inexpensive. An additional $8 was not a major purchase.

The objective with impulse items is to boost sales volume on products customers want more than they need. The characteristics of most impulse buys are low price, marginal need, self-service and small size. These were the exact characteristics of the CDs I purchased. As a result, the store increased my sale by 10 percent.

Like drug and electronics stores, your self-storage facility should offer impulse items. Locks are a necessary item and sell well at most facilities. A customer who stores with you is likely to buy a lock from you. Therefore, locks do not qualify as an impulse product. Choose instead a product that might get lost in your retail display and has a reasonable price point, for example, carton markers or cutters, and moving labels. These products are lowcost, and many customers will buy them without wavering. They are ideal precisely because they do not call attention to the fact they are being purchased.

Sixty percent to 70 percent of consumers make whimsical buying decisions while in a retail store. This is why it is essential for you to display impulse items. Boxes and locks are easy salesmany customers who walk into your retail-sales area are ready to buy them. Put impulse items in front of them so you can build on those sales. Your customers want these items; they just do not know they need them!

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]. 

By Elaine Foxwell

Janus International Corp.s West-Coast operations has experienced such significant growth that it increased its workforce fourfold. Janus, a Temple, Ga.-based manufacturer of steel roll-up doors and other storage-facility components, opened its Arizona manufacturing plant in Surprise, a Phoenix suburb, in June 2003. The 43,000-square-foot facility is a smaller version of the companys Georgia plant.

Seeking to reduce freight costs to its West- Coast clients, Janus announced its expansion plans in 2002, the year the company was founded. Once company leaders settled on the metropolitan Phoenix area, it was the building, industrial park and quality of life that attracted them to Surprise, says Raymond Siciliano, general manager of West-Coast operations. We care about where we go to work and where we bring our customers. That area is so suited for industry; but its not your typical industrial park. Theres no doubt where this city is going, and we want to be part of it.

The People

The divisions continued expansion has led to the addition of several experienced industry professionals. Were exceeding our expectations and being proactive about staying ahead of our growth, Siciliano says. Janus was established to improve storage-industry products and service, and you simply cannot do that without the right people in the right positions.

Janus is about being progressive with both its products and people, adds Lisa Black, West-Coast regional sales manager. Since weve structured the management of projects through one person, from the initial quote to completion, the process is much more effective. I can concentrate on selling the product.

Janus increased its Surprise workforce from 10 to 40 employees, and expects to have a staff of around 70 by the third year of operation. At least 60 percent of the companys workers are hired locally. Recent additions to the West-Coast team include:

• Todd Nelson (Western-region technical sales manager) Nelson has 26 years of experience in installation, production and technical sales.
• Jean Albillar (Northwest-region sales representative) Albillar opened a Janus office in Northern California. He has 32 years of industry experience in product development and sales management.
• Fermin CalvilloCalvillo opened the companys Southern California distribution center in February. He has 27 years of industry experience in customer service and distribution-center management.
• David Troiani (Western-region commercial sales manager)Troiani has eight years of industry sales experience.

Door Design

inherent deficiencies in storage products. Among the quality issues addressed were: broken springs, shipping damage, dents, nonbearing friction, unequal spring tension, and door curtains dragging against the door guides. The foundation of the Janus door is the spiral tube that encloses the entire axle assembly. This enclosure accomplishes two things. First, it adds a structure to the door no other product has. Second, it allows the tension-set device to accurately adjust the springs on both sides of the door. The added structure of the axle, combined with the equal tensioning, forces the door on a straight travel path.

In addition, Janus has re-engineered its door packaging to eliminate shipping damage and made tension-set devices and bearings a standard, not an option. Company President David Curtis, who has 24 years of experience in the business, holds four patents for his roll-up door design. Janus also specializes in self-storage hallway systems.

Self-storage accounts for about 70 percent of Janus business, although commercial buildings and manufacturing plants also use its products. In addition to shipping doors all over the United States, the company has customers in Canada, Central and South America, and Puerto Rico, and is aggressively pursuing the European market.

For more information, call 866.562.258; e-mail [email protected]; or visit www.janusintl.com.

By Brad North

Have you ever picked up the phone and shopped around for a storage unit? This is a great way to discover which sales presentations you like and dislike. If you call enough places, however, you will also find most sales consultants in the storage industry do not earn the right to make an appointment with the customer. Even if they ask for a reservation or site visit, they often do not educate, build value and earn the prospects trust.

It is critical for self-storage operators to properly train and equip managers to be sales professionals who understand the importance of maximizing their potential through more appointments. In this industry, we convert less than one-third of our callers into renters. Industry statistics also tell us that if we can create an appointment with the customer, we will rent a storage unit more than 90 percent of the time.

If we become better in our telephone-sales presentation, can we increase our site visits and rent more storage units? Absolutely! Doesnt this tell us we need to be more focused on becoming telephone-sales professionals, developing better skills to create more visits? Not only will this allow us to be more successful, it will prepare us to overcome increased competition, now and in the future.

Tracking Sales Performance

Once you understand the wonderful concept of being a sales professional, you must start with measuring your sales performance. How can you improve if you do not know where you stand? Determine the most effective system for tracking your performance, and implement it in your everyday business. You will be amazed at what you discover. Areas of a sales program worth measuring might include:

• Number of callers converted to renters (telephone-conversion ratio)
• Number of prospect calls by week and/or month
• Number of walk-in customers by week and/or month
• Number of appointments set by week and/or month
• Number of no-show appointments by week and/or month
• Actual rentals by week and/or month

These are just a few examples of items worth measuring. If tracked properly, they can provide powerful information for pinpointing areas of future improvement. Effective tracking systems can turn good managers into great ones. But what kind of system should you use? One possibility is a mystery-shopping program.

Mystery shopping allows a facility manager and anyone else involved in the selling effort of a self-storage operationthe opportunity to be evaluated on his telephone-sales performance. This is a great way to discover strengths and weaknesses in your sales program. If you choose this kind of service, incorporate it into your efforts on at least a monthly basis to develop overall consistency.

Improving Performance

Once you have identified areas for improvement, there are a number of avenues to increase performance. For example, consider available training resources. Is there someone in your organization equipped and qualified to perform sales training? If not, you might consider a consultant who specializes in this area. The money and time you spend can be valuable to the future operation of your business.

Once you upgrade your staffs sales performance, put into practice the systems necessary to reinforce training. This will help tremendously in making changes and breaking bad habits. It will also provide an ongoing means to measure and determine how sales performance is impacting your bottom line. If you use a consultant, be sure he is effective in his sales training and can make good recommendations on systems and programs that can make the transition successful.

Your sales training and resources must be centered on educating, building value and developing trust with the self-storage customer. The second most important reason a customer chooses a specific facility (after location) is perceived trust. If your sales professionals focus on building the value of the product and earning prospects confidence, they will be experts in setting appointments and creating site visits, which will translate into more rentals and higher profits.

In an article published in the March 2004 issue of the SSA Globe newsletter, industry consultant Ray Wilson pointed out that, in some markets, physical occupancy in stabilized facilities has dropped to less than 80 percent; and economic occupancy has dropped to less than 70 percent. He says, Given the amount of new competition, it is not likely to return to previous levels. This further supports the importance of hiring people who can be sales professionals.

Once you understand the importance of the sales program, invest in your team. One of the most productive ways to grow any organization is to grow the people within it. Self-storage operators who are willing to adapt and continually improve their operations are the ones who will rise to the top of their markets. Set your operation apart from the rest by educating, building value, earning trust and creating appointments with customers.

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

I recently acquired a new employee who has been extremely proactive in learning as much as she can about the self-storage business. We spent one afternoon discussing trends in the industry and the politics of storage development. Then the conversation came around to one of my favorite subjects: public perception of the industry.

For the past year, Inside Self-Storage has included a monthly section titled Media Monitor, with the intent of tracking and summarizing coverage of self-storage and related news in mainstream media outlets. Sources range from national newspapers to online broadcast reports to small-town periodicals. In the beginning, headlines were few and far between, or simply representative of financial reports in business journals. These days, news stories are so frequent and varied, we can hardly keep up.

The ongoing steel crisis, crime, and battles with planning and zoning boards top the charts of media coverage. Once in a while, an article will shed a positive light on the industry, assumed by much of American society to be industrial, uninviting and full of corruption. And who can blame the public? My employee chuckled when I told her news coverage of storage often regales with tales of murder victims and drug rings. But I wasnt kidding. Take, for example, the following sampling of headlines from this months Media Monitor:

• Proposed Storage Raises Concerns About Terrorism
• Piles of Stolen Goods Found in Pacific Self-Storage Units
• Thieves Hit Mini-Storage Facility
• British Raids Foil Possible Terror Attack
• Missing N.Y. Women Found in Storage Unit
• Storage Break-Ins

Storage owners take their security efforts to heartnot only because of their vulnerabilities to white bread crimetheft, vandalism, hazardous-waste disposalbut now also due to more sophisticated offenses, such as ID fraud, terrorist activity, and implication in plots subject to the U.S. criminal-justice system. But lets face facts: Security is as much about marketing as it is about safety. All other things being equal, tenants will flock to the facility that appears to have greater defense measures, which is why youll read in this issue about the basics as well as revolutionary technological advances in the field.

Security isnt just for breakfast anymore; its now a staple of the self-storage diet. That being said, owners should be cautious to offer a balanced security regime. In the advent of digital video, biometric ID scanning and computerized access, there is still no reason to scoff at gates, fences and good, old-fashioned managing by walking around. I arm my home with a security system; I also keep a baseball bat handy on each floor. It isnt that I dont trust technology to do its job. But when theres a glitch in the system, I prefer to carry a stick, and a big one. Vigilance and responsibility will be the key. Be armed, but not uninformed. Defend your business from criminals and poor media alike.

Best wishes,

Teri L. Lanza
Editorial Director
[email protected]