John and Betty needed storage for a year while they were in South America. With their list of prospective facilities in hand, they went storage hunting. They drove by the first siteand kept on going. Its brown landscaping, peeling paint and perimeter fence that looked as if it might not stop a cat much less a cat burglar screamed neglect. The second site, on the other hand, almost sparkled. The couple made the decision to store there even before hearing about rates, security systems or online payment options.

Regular maintenance could have prevented the first site from losing a prospective long-term customer. Developing and implementing a maintenance schedule is a simple task if broken into small steps. Presented this way, your staff will easily accept it and make it part of their routine.

Signage

No business can afford to neglect its exterior signage. A dilapidated sign tells the public you are not concerned with your business image or their visual environment, says Michael Waich, account executive for St. Paul, Minn.-based Lawrence Sign. Some types of signs are virtually maintenance-free, while others require more attention. For starters, facility operators need to know how to replace burnt-out bulbs or fluorescent tubes in their signs. If you cant, then find a dependable, reputable sign company that will serve your needs, Waich advises.

The sign crew should include engineers trained in all aspects of maintenance, from replacement of lamps and servicing electrical components, to preserving the overall appearance with regular cleaning. Habitual inspections will detect any defects before they become hazardous or lead to further damage. A poorly made sign can even be a liability, cautions Waich.

Some facilities opt for electronic message centers (EMC). The beauty of EMC is they dont require any regular maintenance, says Andy Cowen, president of Numeritex Displays Inc. in Murray, Ky. New LED (light emitting diode) versions use very little power and last 10 years or longer. After installation, most customers need never to worry about them, Cowen says. He suggests a periodic check to make sure no LEDs are out, and an occasionally wiping of dust from the EMCs Lexan face.

If a facilitys sign uses incandescent bulbs, a more rigorous maintenance program is necessary, Cowen says. The bulbs, which have more opportunity for premature failure, need to be replaced about every six to eight months or the display may be unreadable. Sockets must be checked for corrosion. Also, since the bulbs are left open to the elements to dissipate heat, foreign material can make its way into the sign face and must be removed.

Landscaping

Part of a customers first impression of your site is your landscaping. Is it green and fresh? Does it show signs of decay or dehydration? There is no curb appeal in brown grass and wilted plants. Landscaping must be as much as part of facility maintenance as roof repair and other important building-related items.

On established facilities, a problem can occur when landscaping mulch builds up higher than the finished floor elevation of a building, says Donna May, president of Bulverde, Texas-based Joshua Management Inc. This buildup causes water to drain into block walls or the area where the finished floor is joined to the wall. Always keep drainage away from the building to prevent leaks.

Use landscaping materials that are appropriate for the climate and are of appropriate height and density for the look you desire, May advises. Choose the most colorful plants available to increase curb appeal and always keep them in good order, replacing them when necessary. Keep fence lines free of grass and weeds by routinely spraying with weed killer. Once vines, weeds, etc., get into chain-link fencing, they are a bear to remove, so dont let it happen, warns May.

Driveways, Parking Lots and General Paving

Look down! That simple reminder to staff as they walk around the facility will help them be aware of pavement problems. Pavement failures such as pot holes and alligator cracking can be avoided by proper care of the asphalt area, says Nancy Schafer, manager of marketing and business development for Silicon Valley Paving Inc. in San Jose, Calif. Unprotected driveways become porous, dry out, become rough and lose their life rapidly. Prevention of oxidation is the best method for increasing the longevity of your parking lots and roadways, but properties are often acquired in less than optimum condition. Seal-coating can often be used to improve pavements condition and appearance at an older site.

When asphalt repairs are necessary, they should be handled immediately, Schafer says. Once fixed, problem areas should be seal-coated, to provide a sharp, black base coat, then re-striped and stenciled to create a fresh surface that looks like new.

Concrete always cracks, says May, so build in expansion joints that cause it to crack only along predetermined lines. Maintain seals between concrete and buildings to encapsulate moisture. Because of the difference in weight between concrete drives and buildings soils heave at different rates when they become moist. Its important to prevent moisture from getting into expansive soils, especially in colder climates. Stops are not expensive, but keep them in good repair. Broken stops will make your parking area look shabby.

Dumpster

The dumpster is a necessary evil at every facility, but if allowed to overflow with trash, it quickly becomes an eyesore. Dumpsters should be conveniently placed near a property access so heavy dump trucks arent continually using your drives, advises May.

Concrete dumpster pads should be 7 inches thick to support the extra weight. They should also extend far enough so that when the dump truck turns around, its wheels are still on the concrete; otherwise, the trucks wheels can tear up the asphalt. If possible, put the dumpster where it can be seen from the office or keep it under camera surveillance. In addition, May suggests posting a notice to let tenants know they will be fined for items left outside the dumpster.

Lighting

Regular lighting upkeep saves money and time. When lighting systems operate as they are designed, they provide safety and security, and value to a facilitys owner, says Larry Leetzow, president for Sarasota, Fla.-based Magnaray International. Fluorescent outdoor systems can maintain more light for longer periods than high-intensity discharge (HID) lights. New fluorescent ballasts have end-of-life circuitry so if a lamp fails but is not immediately replaced, it wont burn out the ballast.

There isnt much difference in the maintenance of indoor and outdoor lighting because systems are designed for each application, Leetzow says. If interior lighting is cycled more often than outdoor lighting, more upkeep may be necessary.

Walls and Cladding

Water can seep through block walls if they havent been properly sealed, says May. If walls need repainting, use only elastomeric paint, which is simply a rubberized coating with color added. It costs 35 to 40 cents more per square foot, May says, but it lasts up to 15 years and prevents water damage.

Cladding in the form of natural aggregate composite panels is almost maintenance-free. Wall panels composed of natural pebble or crushed aggregate only require an occasional power-washing to remove surface dirt, which can accumulate over time, says Lee Ann Slattery, Northeast regional sales manager for Mt. Bethel, Pa.-based United Panel Inc.

The Golf Cart

The golf cart, frequently used to give facility tours and make regular checks of a storage property, is another reflection of the facility. A clean and well-maintained cart adds to the professional image of your property, says May. Golf carts can become dumping bins for anything and everything if youre not careful.

Some operators stock their carts with cleaning and maintenance supplies to simplify their rounds. While this makes sense, it can also turn carts into a hazard if chemical products and heavy equipment are not properly secured and stored on the vehicle. Keep carts orderly, installing special holders or shelving if necessary. To maximize cart life, perform regular maintenance, monitoring the steering, brakes, tire pressure and batteries.

The Maintenance Unit

Every facility should dedicate space, usually a unit, for the storage of maintenance supplies, lawn equipment, tools and the golf cart. Time and energy will be saved if the unit is safe and well-organized. Install a workbench shelving to arrange all tools and replacement parts. Peg boards on walls provide an inexpensive method for organizing hand tools such as hammers, wrenches, screwdrivers and bolt-cutters. Plastic bins can store small items including nails, screws, a ratchet and socket set, spackle, vise clamps, tie-down straps, oils and lubricants. Ladders should be safely stacked. Brooms, dustpans, mops, rags, etc., should be kept well-stocked and replaced frequently.

Gutters and Downspouts

Clogged gutters can cause rainwater to pool and flow back in to buildings, says May. If the roof ridge slope is 1/4-inch, water is more likely to build up in the event of a problem. Install sufficient downspouts to accommodate water flow and keep them free of debris. Check gutters and downspouts at least twice a year, and always watch for proper drainage, especially after heavy rain or storms.

Ridge closures occasionally come loose. You can make minor repairs by replacing screws and caulking. More intense damage will require professional attention.

Bird Control

The happy sound of birdsong at your facility may be pleasant, but it can also be a sign of trouble. Pigeons, starlings, sparrows and seagulls frequent building rooftops and storage areas. Pigeons cause the most damage, says Bruce Donoho, owner and president of Bird-B-Gone Inc. of Mission Viejo, Calif. Birds deface buildings, structures and rooftops, clog drains with feces and nesting materials, and contaminate air systems.

Pigeons are also a hazard to human health, as they transmit more than 40 infectious diseases, including salmonellosis, encephalitis and tuberculosis. Pigeons build nests from their fecal matter, so nesting areas are especially hazardous. When their droppings dry, they become fecal dust that can be inhaled. If the birds nest in and around air systems, their contaminants can enter a buildings breathing system and spread airborne diseases. Maintenance workers can track bird droppings into a facility and create another avenue for the spread of disease, Donoho warns.

The Best Light

A regular maintenance routine will help you prevent costly repairs, guard the safety of employees and customers, and put your facility in its best light. A rigorous regimen will preserve your facilitys value and security, and even help enhance its future worth. When customers see you care about your site, they know you care about their property, too.

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Rental-Truck Care and Maintenance

By Kirk Nash, President and CEO On The Move Inc.

The maintenance of your facility should extend to your rental trucks, whether they belong to your facility or an outside company. After all, these vehicles are a reflection of your business. Clean, safe, well-maintained trucks portray the image you want for your facility.

Keep maintenance logs for each vehicle in a file in the office as well as each truck. A customer should be able to see when the oil was last changed, tires replaced, preventive maintenance performed, or engine light fixed.

Vehicle cleanliness is also important. Dirty trucks send the wrong message, and its easy enough to keep them cleaninside and out. Especially if you have your facility graphics on the outside of your trucks, you want them to sparkle and shine.

Finally, make sure each truck is equipped with a roadside-safety kit, fire extinguisher and first-aid kit. By spending a few dollars to provide these items, you let customers know their safety is important to you.

If all this sounds basic, it is! All you need is a little common sense and courtesy to offer a safe, pleasurable, comfortable, truck-rental experience.

click here to view Exterior Maintenance Checklist

In some states, like California, only those licensed by the State Contractors Board are allowed to service, install or maintain a VRC. In addition, the Division of Occupational Safety and Health requires each technician to carry a CQC (Contractor Quality Control) Identification Card at all times. Finally, no maintenance work begins until a lift is locked or tagged out of service, returned to a buildings lowest level, and disconnected from electrical power.

Service Frequency

A lifts service schedule is in part determined by the frequency of lift cycles. Lifts with a high cycle of use generally require more maintenance than those with low cycles. For example, a lift at a storage facility that is open 24 hours a day, 365 days a year, will require more care than one at a facility open only during business hours.

The rate of service will also depend on how many lifts a facility has. In general, the more lifts at a site, the less each is being used (division of labor). Less maintenance is, therefore, required.

The last consideration in determining maintenance frequency is the environment in which a lift is used. For example, a facility near a body of salt water may require more service than one thats inland, as salt water can be very corrosive.

A qualified lift professional can help you determine a proper service schedule. A high-cycle application requires inspection every 30 to 60 days, while a low-cycle application requires inspection every 60 to 90 days. In the interim, you should conduct your own daily safety checks, looking for damage or unusual operation.

If you hire outside maintenance personnel, dont assume they are testing the lift for you or have any knowledge of what constitutes a red flag. Dont allow your regular clean-up crew to service the lift under any circumstance. Lift maintenance can affect the lives of your staff and tenants, so entrust it only to certified technicians.

Lift Upgrades

Over the past several years, new technology and better equipment has emerged in the VRC arena, making lifts safer and easier to use. If you have an older lift that needs upgrading or want to install a new lift, consider the new-generation gate/door interlock. The latest versions include upgrades such as stainless-steel slide-bolt mechanisms. One lift manufacturer has made additional changes to the internal electronics, fastening the slide bolt and receiver with tamper-resistant mounting hardware and a new service lock.

Another new item is the National Electrical Manufacturers Association (NEMA)12-rated push-button control, which is water- and dust-proof and meets the strictest electrical codes. While some lift manufacturers will settle for a lower quality NEMA 3R- or 4-rated control, the NEMA 12 uses UL-rated elevator wire and is hard-piped with rigid EMT (electrical metallic tubing).

Thanks to feedback from storage owners and customers, new automatic lift doors are also on the market, which are easier to open and close than the previous manual, roll-up versions. Now, when a customer opens the outer gate or door, the inner car door automatically rises. No more manual raising, lowering and latching of the roll-up door on every use! New installations generally include automatic doors, and conversion packages are available for older lifts.

Another new feature is the automatic roof-mounted car light, which is integrated with the lift door. When the lift arrives at a landing and the interlock is released, the light automatically turns on, providing illumination for safety. This is particularly important, as hallway light timers will sometimes turn off lights while customers are still loading or unloading a lift.

Finally, a non-skid diamond floor plate provides a safer transitioning surface for tenants, especially when rain, snow or icy conditions exist. Polished aluminum plate flooring also provides additional reflective light.

Self-storage lifts are a key aspect of any multistory operation. When serviced regularly by qualified technicians and loaded with the newest, safest features, they enhance the customers storage experience. And happy customers mean better business.

Randy Vander Hill is the owner of Placentia, Calif.-based Ajay Equipment Corp., which sells and installs vertical reciprocating conveyors designed for the self-storage industry. He is a 33-year veteran in the field of hydraulic equipment and a licensed California elevator contractor. For more information, call 800.521.2529; visit www.ajaystoragelifts.com.

Below is my “Top Ten” list for computer care. First, here are some things you should never do:

• Don’t use a vacuum to clean your computer. Vacuums create static electricity, which can instantly destroy the chips inside your machine.
• Do not open your monitor. Even unplugged, monitors have capacitors that can store very high voltages, so they should only be maintained by professionals.
• Do not vacuum or blow dust out of your laser printer. Its ultra-fine powdered toner is so small it will go right through a conventional vacuum-cleaner bag, and you’ll end up breathing that harmful dust for the next several hours.

The Computer-Maintenance Top 10

Some great articles and tips on computer care can be found at www.ehow.com/list_1013.html. The following list covers some essentials.

1. Keep your computer clean and dust-free. Dust is the enemy of computers. It causes them to run hot, which burns out chips and ruins circuitry. Use a cloth lightly dampened with warm water to clean the outside of your computer at least once a week, wiping around, behind and underneath all equipment.

2. Keep the keyboard, monitor screen and mouse clean. Keeping these items dirt-free will extend their life—and be much healthier for you. The keyboard and mouse are havens for germs and who knows what else, especially when the computer is shared. All you need to keep them clean are a soft cloth (lightly dampened with warm water) and cotton swabs. Always disconnect them from the computer before you wipe them.

Tip:When assembling your computer systems, use long wiring and cables to connect everything. This will make it easy to move the equipment around—cleaning over, under and around it—without having to unplug or detach components. (Turn the computer off before you move it, of course!) You can purchase inexpensive extensions for any wiring that is too short.

3. Clean the inside of the CPU at least once a year. This isn’t hard to do, but if you feel uncomfortable, hire a professional to do it for you. Basically, you unplug all the wires, take the machine outside, unscrew the casing and lift it off the base, and blow out all the dust with a can of air. For a great step-by-step guide, see this article: www.informationweek.com/story/showArticle.jhtml?articleID=60403472.

4. Use Windows XP. If you use a version of Windows that is not XP, I recommend upgrading immediately. XP is easier to use, easier to maintain, and much more secure than earlier versions, which leave you susceptible to hackers, viruses and other disasters. For your business, buy the Professional Edition, not the Home Edition. For more information, visit www.microsoft.com/windowsxp/default.mspx.

5. Keep Windows updated. Security patches, minor enhancements, and bug fixes are made available for Windows regularly. Configure your operating system to automatically download and install these updates. For instructions on how to do this, visit the link to Microsoft provided in item No. 4.

6. Use the Windows “Disk Cleanup” utility. Disk Cleanup rids your computer of the miscellaneous detritus it accumulates, such as temporary files of all sorts and old setup files. The cleanup tool is found by clicking “Start,” pointing to “All Programs,” then “Accessories,” then “System Tools,” and then clicking “Disk Cleanup.” Run this utility regularly.

7. Use the Windows “Disk Defragmenter” utility. Over time, files tend to get spread out in little pieces all over your hard drive, which can cause extreme slowdowns. “Defragging” puts all of those pieces together so files can be retrieved faster. Retrieving information from the hard drive is by far the slowest link in the computing chain, so using this tool can make a big difference. Do not use your computer while it is defragging.

Tip:You can set up Disk Cleanup and Disk Defragmenter to run automatically during your business’ off hours (I recommend once a week) using the Windows Task Scheduler. For instructions, visit www.microsoft.com/windowsxp/using/setup/expert/crawford_october08.mspx.

8. Back up files and settings. I sincerely hope you back up your self-storage management data every day. This is vital to the operation of your business. If don’t complete regular backups, begin doing so immediately.

While not as critical, you should also back up other files, such as those in your “My Documents” folder and your Windows settings. Use the Windows “Backup” utility to copy these files to CD, DVD, zip disk or a flash drive (memory key). A flash drive is a small device that stores a lot of information and plugs easily into the USB port on your computer. It’s even tiny enough to attach to your key chain.

For details on using Windows Backup, go to www.microsoft.com/windowsxp/using/setup/learnmore/bott_03july14.mspx. There are many other programs that provide excellent backup and recovery utilities. One of my favorites is Norton Ghost (www.symantec.com/sabu/ghost/ghost_personal).

9. Properly maintain your printer. Printers will wear out and their print quality will deteriorate if not properly maintained. Printer care is generally easy, however, see No. 3 in the “never do this” list above. Every printer varies, so follow the manufacturer’s instructions for proper cleaning and maintenance. The following websites are specific to Hewlett-Packard, but the principles can be applied to any inkjet or laser printer. For inkjets, visit http://h71036.www7.hp.com/hho/cache/8917-0-0-225-121.aspx. For Laser printers, visit http://h71036.www7.hp.com/hho/cache/8929-0-0-225-121.aspx. 

10. Keep anti-virus software updated. Anti-virus software ensures you are continuously protected against new threats (approximately 250 new viruses are unleashed every month). It is sold on a subscription basis—you have to renew your subscription every year, or you’ll only be protected against old viruses. Also make sure your software protects you from other dangers, such as Spyware, or get separate anti-Spyware software like Pest Patrol (www.pestpatrol.com).

Computer Upgrades

We tend to think of computers like we think of cars: We use them until the cost of maintenance exceeds the cost of buying something new. However, this doesn’t work for computers, as they are infinitely more complicated. To switch to a new car, all you need to do is move over your personal items, get in and drive. Switching to a new computer is a whole different ball of wax.

First, you need to set up Windows, reinstall all your software, restore all data from the old computer, reset your Internet access, reset your e-mail settings, and so on. This can be time-consuming when your old computer is still accessible; it can be a nightmare if your old machine has died. Plan upgrades so you can complete them on a schedule, not when your system fails. The Windows “File and Settings Transfer Wizard” can simplify the process.

A good rule of thumb is to upgrade your computer and printer every three years. In between, you can breathe new life into your machine with other small improvements. Probably the easiest, most effective, economical upgrade you can make is to add memory (RAM). Today’s standard is to use 512 MB or more.

These steps will help ensure your computer runs trouble-free throughout its life and you can smoothly upgrade to a new system every few years. Use the links above to learn more about your computer and gain confidence in your ability to maintain your equipment and software.

Michael Richards is the president and founder of HI-TECH Smart Systems Inc., which has provided management software to the self-storage industry for more than 20 years. The company’s flagship product, RentPlus, is in use in thousands of facilities in more than 20 countries. Mr. Richards has been involved in the self-storage industry since 1980. For more information, call 800.551.8324; visit www.hitechsoftware.com.

A well-maintained facility attracts more customers, operates more efficiently and has a higher market value. Tenants get frustrated when dealing with doors that are difficult to open or close or that soil them with chalk or dirt every time they access their units. By exercising proper upkeep on your buildings and doors, youll inevitably decrease operating costs and turnover, which will increase your profit.

Identifying Issues

The best preventive maintenance involves quarterly or semi-annual inspections of metal doors and buildings to identify and solve problems as they occur. Check for signs of faded or aging paint, salt corrosion and acid rain. Once these problems begin, deterioration will accelerate at a startling rate, becoming more labor-intensive and expensive to fix.

An easy way to check for sun damage or fading of a painted metal surface is to observe it when moist. Wipe an area with a wet cloth or sponge. If theres a noticeable difference in color or gloss, consider applying a quality clear-coat, which will not only restore luster but protect the metal and paint from additional damage. Doors that flex when they roll up commonly require refinishing. A proper application of coating will expand and contract with the door, keeping it covered. Block, wood and concrete surfaces cans simply be repainted.

Salt-air corrosion will feel rough and bumpy on metal. It will normally be worse at the bottoms of doors, where moist salt air sits for a longer time before it dries. Even if you are miles from salt water, your metal buildings and doors can suffer salt-air corrosion, especially if you use salt for snow and ice control. Again , a coating formulated for this type of application will ward off further damage.

Acid rain can wreak havoc on metal doors and buildings, even if youre not in an area known for refineries, factories or power plants. Acid rain creates dark, permanently etched streaks on metal. This damage cannot be reversed, but it can be prevented.

Regularly clean all surfaces of dirt, grime and bird droppings, which can be particularly corrosive to paint. Washing with a neutral-PH cleaner and water is great, but even just rinsing off the dust will help.

Be careful not to aim water directly into units. Do not rinse the metal in direct sunlight or you may get hard-to-remove water spots, especially if you have hard water. A filter can help soften hard water, but its still best to rinse doors and buildings when in the shade.

Tenants may inadvertently run into corners of buildings with their moving trucks, so check these frequently for damage. Repair and repaint any broken corners on stucco or block walls, and simply replace smashed corners on metal buildings. Bollards can be placed near the corners of your buildings to protect them. These should be repainted when necessary or covered with plastic bumper-post sleeves.

Door Maintenance

While roll-up doors generally require little upkeep, according to several door manufacturers, one of the most important maintenance tasks is keeping doors and their mechanisms clean. An ideal time to perform routine checks is when a unit is vacated. Here are several procedures to ensure your doors remain in good working order:

• When you sweep a unit, remove any cobwebs and dirt from the door guides, as they can interfere with the doors smooth operation. You can wipe the guides with a rag, but dont use grease or WD-40, as it will only attract dirt and grime and gum up the rollers.
Clean all dirt and debris from the floor guides.
• Ensure the door is secured to the wall. The screws may have backed out after excessive use, and sometimes none of the screws is in place.
• Lubricate the springs with a very light coat of oil to reduce friction and prevent rust. A silicone-based lubricant can also be used.
• Doors that are difficult to open and close may require re-tensioning, especially older doors or those that get a lot of use. Check the tension, and adjust it according to the manufacturers directions. Newer doors have simple tensioning devices and can be easily adjusted. It doesnt pay to have a tenant injure himself due to a poorly maintained door.
• Check the pull cord, especially if its on the outside of the door, as it can quickly wear. Nylon rope is a good choice, particularly in colder areas where routine winter maintenance (i.e., snow-blowing) can damage cords. The ends can be melted or singed so they wont fray.
• Inspect the unit for signs of leakage, and replace worn weather seals as necessary. The seals should also be kept clean. One door manufacturer recommends applying a thin coat of Vaseline to prevent rot.
• If your doors are dented, get a tool kit from your manufacturer to fix them.

The outward appearance of your facility projects your image to the public. Preservation costs very little but can earn you a lot in new business. Use preventive maintenance to ensure smooth door operation, glossy building facades, and happy tenants and employees. Facility upkeep is not really an option when it comes to maintaining a profit.

Teresa Sedmak is the president of Everbrite Inc., which manufactures and markets Everbrite Protective Coating, and Pacific Pride Products Inc., Everbrites contracting division. She is also a licensed painting contractor with extensive experience and knowledge of protective coatings. For more information, call 800.304.0566; e-mail [email protected]; visit www.everbrite.net.

Vertical reciprocating conveyors (VRCs) are often used as an alternative to elevators in self-storage due to their low cost and ease of maintenance. In most cases, depending on the state, they require fewer inspections by law; yet its still important to keep them well-maintained. Its also essential to teach customers and staff how to use them safely and effectively.

Lift Use

For most self-storage applications, a 2,000-pound capacity lift is adequate. If tenants will be moving large furniture, you may want to consider a VRC that has full carriage-height enclosures and a roof, which will help limit items to a reasonable size. If you dont have enough lift capacity or the carriage platform is too small, the lift may be damaged by people who insist on packing it with oversized loads.

Properly training tenants and employees to safely operate the lift or what to do during a malfunction will go a long way toward preventing VRC abuse and the need for emergency service. When teaching people to use the lift, emphasize how much weight the unit can safely handle and how to load it. For example, explain the importance of centering the load on the carriage platform and making sure goods are secure. Off-centered loading can cause excess wear on the wheel blocks and guide wheels, making replacement parts necessary sooner than normal.

Preventive Maintenance

Routine maintenance is critical in making your lift last. The frequency of care will depend on the type of VRC system, its specific components, and the level of lift use. Keeping a log to document how frequently the unit operates can help you determine when items should be inspected and serviced.

Mechanical, structural and electrical inspections should be performed at least annually by a qualified service provider. You can contract with the company that provided your lift or hire an outside firm. A good service agreement will include regular examinations and performance of any maintenance or repairs.

While service should be performed by professionals, you can examine the lift on a regular basis to stay on top of potential problems. Simple inspections of a VRCs general condition, safety, cleanliness, lighting and signage should be conducted daily or weekly.

Following is a list of a lifts key inspection points. Some are beyond what you, as a facility operator, should handle; but they will help demonstrate the scope of VRC care:

• SignageAre all safety signs in place and legible? Are the call/send buttons properly labeled?
• Doors and InterlocksAre landing or shaft-way doors or gates in good condition? Do the interlock devices prevent the door or gate from opening when the carriage is not in the correct position? Does the interlock prevent the VRC from operating if the door or gate is open?
• Perimeter Guarding or Shaft WayIs the perimeter guarding or shaft way in good condition? Does it prevent inadvertent exposure to internal lift equipment?
• Carriage PlatformIs the carriage platform in good shape? Inspect the carriage guarding. Is there any damage that could injure tenants property? If the carriage has gates or doors, are they operating properly? If they have a status device that only allows the VRC to work when the gate or door is shut, is it functioning?
• ControlsIs the main control panel in good condition and legible? Is it locked or secured? Is the wiring in good shape? Are all circuits operating?
• Call/Send StationAre the pushbuttons illuminated and working properly? If theres a key-lock, does it work the way it should?
• Limit SwitchesIf you have an electromechanical VRC, you likely have limit switches for stopping at each floor. These must be routinely inspected and adjusted to ensure the carriage platform stops at the correct level. If you have a hydraulic VRC, you most likely have an adjustable physical stop at the top of the lift. It should be inspected and adjusted so the carriage stops at the right position on the upper landing. Look for debris that could prevent the carriage from landing correctly.
• MotorsOn an electromechanical VRC, the motor should be routinely inspected, as should the air gap on the brake. Make sure they are clean and in good condition, as well as all wiring. Make sure the gear-box is not leaking and the fluid levels are correct.
• Hydraulic PumpsPumps, used on hydraulic VRCs, need to be checked for proper fluid levels. Routinely replace the filter and inspect the unit for leaks or damage. Also check the pumps wiring.
• Freefall Safety DevicesThe VRC has a device that prevents the carriage platform from dropping in the event of a broken or slack chain or cable. Check it regularly.
• Lifting Components (Hydraulic/ Mechanical)Routinely inspect the parts of the VRC that move the carriage platform up and down. Check the chain and sprockets of electromechanical VRCs for wear, damage and proper lubrication. Check the cylinders, cables and sheaves of hydraulic VRCs for leakage, wear, damage and proper lubrication. Inspect the guidance device or wheel blocks for wear, making sure they rotate freely and support the carriage platform within the structural lifting masts.
• Structural Components and BracingThese include the lifting masts, carriage framing, motor mount (on electromechanical units), and any bracing that ties the VRC to the building for support. Make sure these are in good condition. Are there any bent or deformed parts? Are all bolts tight? Are all welds in good shape? Is everything plumb and level?
• LubricationAre all bearings, sheaves, wheel blocks, cables, chains, or other moving parts properly lubricated? Are the correct types of lubricants being used (those specified by the manufacturer)?
• LightingIs the VRC area adequately lit?

By using a preventive maintenance program, you can quickly pinpoint problems, making them easier to remedy. With proper inspection and care, your VRC should provide many years of safe, smooth, efficient operation.

click here to view diagram

Todd Canham is the VRC product manager for Wildeck Inc., a manufacturer of custom VRCs, mezzanines and safety-guarding products for self-storage and other industries. Wildecks full-line dealers can help people choose the right lift for their new-construction, retrofit or conversion projects. For more information, call 800.325.6939, ext. 225; e-mail [email protected]; visit www.wildeck.com.

Theres an old adage about tackling daunting chores: If you have to swallow a frog, dont stare at it too long. If you have to swallow two frogs, swallow the biggest one first. When it comes to maintaining an attractive office and facility interior, the preferred plan is to swallow a bunch of tadpoles every day, thereby never having to choke down a bulky adult amphibian at all.

Sticking to a list of regularly performed duties is the best way to keep the job manageable, advises Thomas Berlin, vice president of operations for Pogoda Management Co. in Farmington Hills, Mich. Maintenance is a daily task, from picking up trash in the store to cleaning fingerprints off the front window. The only way to stay on top of it is to do it every single day. If it gets away from you, it can really become overwhelming.

In todays highly competitive self-storage marketplace, first impressions have never been more important. A temptation to procrastinate with the mop and broom could lead to lost leases. A prospective customer may walk into the office and not even consciously think, This place is dirty. But he may get a feeling of unease because the retail area is disorganized, a light is burnt out, or a Big Gulp cup is abandoned on a dusty display.

I think customers notice everything, even things managers dont, because the managers are looking at them every single day, Berlin says. The trick is to look at things with a fresh eye, the way customers do.

Building a List

Maintenance checklists are a frog-hating employees best friend. Every management company uses them, structuring them in various ways. Susan Head of North Carolina-based S&W Property Management uses daily, weekly, monthly, annual and preventive lists. She suggests a checklist arrangement that includes tasks to complete, the date they are completed, whether the tasks are D, W, Q or S (daily, weekly, quarterly or seasonal), and managers comments.

Ray McRae of Arizona Mini Storage Management Co. also uses seasonal checklists to cover air-conditioning and evaporative cooling in the springtime, and weed abatement after the rainy season. McRae says the important thing about developing an effective list is to incorporate what you learn during the inspection process, adding and subtracting tasks as necessary. (Please see the accompanying sample checklist compiled from several management companies, which may offer new ideas for your own maintenance roster.)

Front Office

The front office should project a warm, welcoming and orderly image. Donna May of Texas-based Joshua Management Corp. likes to use air-fresheners in the office and entryways to appeal to a tenants senses. Berlin has discovered that carpeting enhances a customers experience while facilitating maintenance. We found hard surfaces far more difficult to take care of because they get wet and dirty, and you have to use a cleaning agent and water on them. With carpeting, all you have to do is run a vacuum once a day, plus it looks better.

Dusting and stocking retail areas, displays and office equipment are routine parts of the job. One thing that sometimes gets overlooked is signage. Dont forget to periodically inspect office, corridor and unit signs for wear, stains or outdated information, and replace them when necessary, Berlin advises. Aside from watching for burnt-out bulbs in the office, check lighting at night to ensure signs and the entrance are casting the right impression.

Computer maintenance has become a required task as well. Many facilities produce a separate checklist for computers, which includes backing up data and regularly updating virus software. Piped-in music, used to dispel eeriness in often empty buildings, is emerging as a customerpleasing amenityand represents more equipment for managers to monitor. Include the PA system on your list of office equipment.

Corridors

To prevent dust buildup, periodically wipe down hallways and doors, at least every quarter but preferably monthly. White walls reflect more light and brighten interior hallways, says May. But if there is exposed Galvalume, hallways can be damaged by oils from peoples hands. This is called white rust. Regular cleaning is a great preventive measure.

Mel Holsinger, president of Arizona-based Professional Self Storage Management, recommends using music and air-fresheners in hallways, and having trashcans available for customers smaller refuse.

Corridor and unit floors in climate-controlled buildings should be sealed, using a product that is 22 percent solids, says May. The solids fill the pores in the concrete so the sealant stays on top. Concrete should be resealed about every five years.

While May recommends mopping floors at least monthly, Berlin suggests minimizing the use of water near units to reduce the risk of it seeping under doors. Employees at Pogoda properties use a floor polisher for hallways and simply sweep and spot-clean unit interiors, whereas staff at McRaes facilities actually wax concrete hallways. It adds a nice, impressive and clean feel to any project, he says.

Vacated Units

When a tenant vacates a unit, managers should spring into action, inspecting and readying it for quick re-rental. If possible, the manager should go over the unit with the vacating customer to get his feedback on its condition and spot any problems, Holsinger says.

Naturally, basic cleaning is required, as well as ensuring doors and latches operate smoothly. When sweeping units, Head says managers should take a broom to the walls, ceiling and doors. A task managers sometimes overlook is checking the ceilings for damage, leaks and cobwebs, she says. McRae agrees, noting the vacate inspection should include a search for torn insulation or any light shining through the ceiling, which could indicate a leak. Also keep a close eye on areas that may need paint touchup, Head says. Customers notice these things, but may not say anything.

Pests should also be addressed at vacate time. While pest control should always be in effect, a good maintenance plan includes spraying units each time they are emptied. A professional company is the best option, Berlin says. Managers responsibility is to do as much as they can to educate tenants about not keeping or throwing away food items in the facility, and to keep an eye on what tenants move into their units, he says.

Onsite Residence

Heads company thoroughly reviews guidelines for apartment maintenance with its managers from the get-go. We do surprise walk-throughs during our monthly audits, she says. Commonly, maintenance expectations are written into the managers lease.

Pogodas agreement calls for no unusual wear and tear and insists the apartment be well-maintained. Residences are inspected periodically, but Berlin acknowledges the issue of privacy. Its a fine line you walk, he says.

Holsinger believes management should have the right to inspect and direct the maintenance needs of apartments regularly. I recommend this be done monthly with a supervisor, he says.

Restrooms

Few (if any) facility employees would cite bathroom cleaning as the favorite part of their day, but there are ways to make the job easier and more effective. McRae suggests keeping a maintenance log on the bathroom door, along with a sign that reads, If this restroom is not up to standards, please report it to the manager. Its a good way to keep messes in check, he says.

Since most of Pogodas facilities allow restroom use after office hours, switching to electronic equipment proved helpful. We put in electric hand-dryers instead of paper towels, which cut down on problems of people trying to flush towels, Berlin says. Toilets that flush automatically and timed faucets also help. The main thing is to stay on top of maintenance so its not a big deal at any point.

The restrooms level of sanitation is a reflection of a facilitys overall cleanliness, Head points out. Anytime an employee of a facility goes in the restroom, theres always something he can do to help keep things under control.

click here to view Interior Maintenance Checklist

From the beginning of June until the end of November, the Coastal United Statesfrom Maine all the way to Texasis vulnerable to some of the most destructive storms on earth. The 2004 hurricane season was one of the worst on record, with four major hurricanes that caused billions of dollars in damage. The National Weather Service is predicting an active season for 2005, and the forecast shows an increased possibility for tropical storms and hurricanes.

Now is the ideal time to review your insurance policies and ensure your self-storage facility is adequately covered. Ask your agent if your policy covers the perils of wind and hail. If it does, what type of deductible do you have? Facilities in wind-prone areas may have a separate deductible for wind that applies on a flat rate or a percentage-of-building value. Knowing the details of your deductible before you experience a loss will eliminate any surprises if you need to file a claim.

If your primary insurance policy excludes wind coverage, there could be options available through another source. For example, a wind pool association or specialty carrier may be the best bet. In addition to coverage for wind and related damage, a complete insurance package should include business-income and extra-expense coverage.

A Note on Flood Insurance

Self-storage insurance policies, like most commercial policies, do not include flood insurance. Many facility owners dont realize their standard business policy doesnt protect them until its too late. Flood insurance can be purchased at any time, but theres a 30-day waiting period from the date of your application before coverage goes into effect. Its essential to plan ahead and get coverage from your agent before flooding occurs to ensure youll be protected if disaster strikes.

If you have a facility in a flood zone, being prepared can help minimize damage or loss. Keep your facility well-maintained, as doors and roofing can be ripped from buildings by strong winds and heavy rain if not properly secured. Keep landscaping in shape by removing weak or dead branches from treesthese can break, causing structural damage to nearby buildings and vehicles. Trees can even uproot if they are unhealthy or the ground is saturated. While no storm or its intensity is entirely predictable, forward thinking can make a difference.

Pre- and Post-Storm Prep

Create an inventory of your possessions and property. Consider making a videotape of the interior and exterior of your facility, describing each area as you record. Remember to include signs, fences, trees and landscaping, as they are vulnerable to damage. Digital photos are another option and easy to store on disc. Keep all of this documentation in a safe place away from the site. Should you need to file a claim, a set of records including receipts, bills and pictures will help establish the price and age of your property, as well as items that need to be repaired or replaced.

Once a storm watch has been issued, its time for action:

• Move loose objects inside. Trash cans and signs can be dangerous in strong wind, damaging property and injuring people. If outdoor equipment cannot be moved, make sure it is adequately anchored.
• Protect windows and doors from flying debris and heavy wind by covering them with plywood or other shielding.
• Inside the office, elevate valuables off the floor to save them from water damage.
• Back up essential computer files and records, and store them at a safe location. If your on-site computer is damaged or destroyed, youll need a duplicate of all records, contacts and databases.
• Stay tuned to local radio and TV news for current information on the storms progress.

Once the storm has passed, assess the damage, being cognizant of seen and unseen hazards. Drive carefully through debris-strewn areas, and watch for fallen power lines, especially in areas with standing water.

Enter your facility with caution. Do not use matches, cigarette lighters or any open flame in case of gas leaks, and do not use electricity until your business has been properly checked by authorities. Do not enter your facility if there is any chance of the building collapsing, and do not try to remove any trees, branches or other fallen debris.

Contact your insurance agent immediately to report any damage. Include a description of the property involved, and when and where the loss occurred. Generally, the more information you can provide, the faster your claim can be settled. If possible, take photographs, and list damaged items in detail, including office equipment, furniture, computers and retail merchandise. Keep copies of everything you submit to your insurance company as well as all paperwork your insurance company sends you.

The storms are coming. But taking a proactive stance can minimize your risk.

John Roark is part of Universal Insurance Facilities Ltd., which offers a comprehensive package of coverages specifically designed to meet the needs of the self-storage industry. For more information, or to get a quick, no-obligation quote, call 800.844.210; e-mail [email protected]; visit www.universalinsuranceltd.com.

New York-based developer and manager Storage Deluxe burst onto the Eastern self-storage scene in 1998, quickly establishing itself as a regional leader. Today, the company boasts 21 locations in metro New York, Connecticut and suburban Philadelphia, and plans several more acquisitions this year. With more than a dozen sites in the Bronx, Brooklyn and Queens, it has become an expert in urban self-storage.

Catering to customers in densely populated, low-income areas presents special challenges. For example, tenants may visit a facility more frequently, pay in cash, and struggle with housing or transportation problems. The experience has led Storage Deluxe to support urban communities in ways that encourage revitalization, hire locally for each facility, and develop strong, personal relationships with tenants. Inside Self-Storage spoke with Chief Operating Officer Nick Coslov about the companys role as a business leader and being the first to build in areas long abandoned by development.

Why is Storage Deluxe committed to revitalizing
New York boroughs?

First, its our way of giving back. Local communities support us with employees and loyal customers, and more than 60 percent of our business comes from referrals. Second, we want to create lifetime value for our customer base. Were not interested in doing anything to get a quick sale. Thats part of the reason we launched our Money Back Guarantee campaign, which we believe to be a first in the industry.

How does the arrival of a Storage Deluxe facility
impact a depressed community?

Many of our facilities are in urban communities where old industries have faded and revitalization efforts are a priority for local government. Part of the initiative involves encouraging new business to come into the neighborhoods. We are proud to be among the first big companies in many areas.

Our 135th Street (Bronx) location is a perfect example. We take old buildings or empty space and turn it into something aesthetic. We also provide a service many people need. On the opening day of a new location, such as the recent one at Wyckoff Avenue in Queens, we always have a rush of new customers who have heard about us and been waiting for us to open. It creates a sense of hope: One company has made the investment and more may follow.

New Yorks boroughs encompass a broad spectrum of cultures and languages. How do managers rise to the challenge of meeting customers varying needs?

While every area is different and comes with its own rich cultural identity, our customer-service pledge is designed to cater to customers everywhere. New Yorks population is diverse, and we embrace that diversity fully. As our mission statement says:

We celebrate the diversity, ideas and cultures of both our employees and the communities we serve. We respect and enrich the neighborhoods in which we do business. We feel a sense of responsibility to lead the self-storage industry by setting new standards in creativity, innovation and property development.

Why is it important to hire from the community, and how do you seek out new employees?

We post ads locally and in the major papers, and then carefully screen respondents. We have raised the bar in terms of self-storage customer service. We pay above industry-average salaries and have very low turnover. What we offer is a career rather than a job. Our staff members are from the communities they serve, and its easy for them to build relationships with tenants. Theyre already familiar with the people and cultures of the neighborhoods. They know many customers on a first-name basis.

Describe your approach to staff training.

Our training program is called Storage Deluxe University, with mandatory training modules on everything from our customer-service policy, to building a relationship with the customer and how to consistently maintain a standard of excellence. We knew we wanted to be significantly better than our competition. To achieve that goal, we needed to elevate the standard of not only our buildings and operations, but our customer service.

We looked at businesses we all know and recognize for excellent customer serviceNordstrom, Mercedes-Benz, Starbucks, etc.and borrowed from their business culture. By providing regular refreshers and training new staff in the Storage Deluxe philosophy right from the start, we avoid sluggish employees.

How did Storage Deluxe become a sponsor of Tour de Bronx, a bike ride advocating alternative forms of transportation?

We were approached to become a sponsor by the Bronx Chamber of Commerce. We made a significant financial investment toward the event, which was held in October 2004, and gave out T-shirts. Some of our staff members took part in the bike ride. A lot of people who live and work in the Bronx commute into Manhattan. It was great for the community to see Storage Deluxe support an event that encouraged the reduction of pollution and congestion in their neighborhoods.

What community events are you participating in this year?

Storage Deluxe just launched Money Management Days, a series of financial-empowerment seminars for small businesses and consumers. We came up with the idea because a large number of our customers dont have credit cards and, in some cases, bank accounts. Many people have a family history of bad credit and debt. We hope to put an end to that cycle by providing the education on money management and debt counseling our communities need.

We partnered with global credit-card companies and a number of local people in the financial sector. The sessions for consumers focused on how to get out of debt, fix bad credit and get a credit card. Classes for small businesses addressed starting a new enterprise, how to get a loan and how to avoid bankruptcy. The events were held at our facilities throughout May and June.

Why is it important for self-storage professionals
to support their communities?

Self-storage is a growing industry with tremendous potential. The onus is on todays storage businesses to establish a positive industry image. Whole industries can get bad reputations they have to spend all their energy fighting against. Look at the reputation car dealers, mechanics and real estate brokers have. We have a responsibility to be honorable community citizens if we want to avoid a similar fate.

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GOOD NEWS

Donated Space Supports Kids

From ConnectionNewspapers.com, 4.8.05

Managers of McLearen Self Storage in Herndon, Va., donated two storage units for Operation Hugs and Operation School Bell, organized by the Assistance League of Northern Virginia. The donation, valued at $3,700, will allow the nonprofit organization to store boxes of toiletries, infant clothes, bags of fabrics, etc., which volunteers previously kept in their overflowing basements and closets. In addition to supporting the league, Manager Nate Rosen sits on a chamber of commerce committee that is developing a community outreach program to link nonprofit organizations with corporate donors. The facility site has also served as a care-package assembly site for the league.

Facility Houses Huggable Friends

From The Woodstock Independent, 4.5.05

Centerville (Ill.) Self-Storage donated a storage unit for a barrage of used stuffed animals collected by April Harman. The 15-year-old girl from Woodstock, Ill., started Operation Huggable Friends as a plan to comfort children who lost parents in the Asian tsunami. As news of the operation spread, thousands of stuffed animals began arriving from as far away as West Virginia. Centerville Self-Storage stepped in when the Harmans home and a local learning center could no longer hold all the donations. More than 12,000 usable stuffed animals were collected. Distribution has proved difficult, and Operation Huggable Friends is now accepting monetary donations for shipping costs.

I'm a washaholicthat is, I love being in the carwash business. Every year, I and my fellow washaholics get together at the annual meeting of the International Car Wash Association (ICA) to discuss our trade. Those unfamiliar with the industry are sometimes astounded to learn its actually big enough to support an annual conference, but lets look at the facts: There are more than 90,000 car washes in the United States, with annual receipts of more than $32 billion. Car-washing is big business and getting bigger all the time.

This years convention in San Antonio was spectacular, with more than 120,000 square feet of exhibits and 9,000 participants. I even spoiled myself. Rather than stand in my booth to extol the latest money-making ideas to attendees, I roamed the floor and went to as many educational events as possible. I wasnt disappointed. What an eye-opener it was to listen to the best professionals in the business as they addressed ideas, challenges and solutions for our industry. From all the fantastic presentations, I came away with one idea so incredible I couldnt wait to get home, pass the news to my partner, and implement a strategy I know will separate us from competitors.

The Experience Economy

James H. Gilmore, co-author of The Experience Economy with B. Joseph Pine II, was the conventions keynote speaker. He was a powerhouse of ideas! His book is based on the idea that Work is theatre, and every business is a stage, claiming that in todays economy, simply offering great service is not enough. Companies must design memorable events for which they charge admission, the authors say. In their estimation, successful businesses use goods as props and services as the stage, engaging customers in experiences that are unique and personal.

From Gilmore and Pines standpoint, every product follows a particular cycle: It starts as a commodity, then becomes a good, then a service and finally an experience. Gilmore used the coffee industry as an example. As a commodity, a cup of coffee is only worth about 6 to 10 cents. As it becomes a good, its value increases to 15 to 20 cents. When you add the service aspect, its value jumps to 80 cents, which isnt bad. But when you toss in a lasting impression with a great experience, the price skyrockets to $4.50! If you think Gilmore is whacky, just take a look at Starbucks.

Now put on your car-washing or self-storage hat and think what you can do to increase the value of your product and set yourself apart from competition. Beefing up service helps, but everyone knows how to do that. So whats the next level? Creating a complete, memorable customer experience.

A Car-Wash Experience

From a car-wash perspective, I see a large number of in-bay automatics and express exterior tunnels being built. The prices they charge are similar, regardless of the amount of investment behind them. A wash at a $350,000 in-bay costs roughly the same as one at a $1 million tunnel wash. Why? Theyre both just exterior washes as far as motorists are concerned. Overall, theres very little to differentiate them.

Now consider the pricing of hair cuts. If you go to a barber shop, you might pay $8. But if you go to a boutique style salon, the price goes up to $35. Whats the difference? Its the experience!

As a business owner, I would rather gross $20 for a car wash by creating a memorable experience for customers than competing with all the other guys who operate in the $8 range. How would I do this? First, I would establish a theme for my business and carry it throughout the entire site: exterior design, uniforms, signage, interior displays, advertising, etc. Take a look at Disney, the masters of theme development and experience. This is what customers want.

During his presentation, Gilmore quoted J.D. Power and Associates, a global marketing information firm that conducts independent and unbiased surveys of customer satisfaction, product quality and buyer behavior: When we measure satisfaction, what we are really measuring is the difference between what the customer expects and what he perceives he gets. Gilmore takes the idea a step further, saying, Designing for the average is the root cause of customer sacrifice.

The bottom line is if we are to be successful, stave off competition and leave a measurable, long-lasting, favorable impression that brings us economic rewards, it is the experience that counts. We are part of the experience economy. Thanks to the ICA for introducing me into the most exciting way to look at the car-wash business. I cant wait to dream up fun ways to outwit my competitors!

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

Fortunately, most of these conditions can be improved or corrected. Repairs and upgrades will be an expense, but not as costly as losing business. For older properties, I suggest an annual allowance of $4,000 to $5,000 for deferred maintenance. This may sound like a lot of money, but when you consider the advantages new facilities enjoyfreshness, cleanliness and the appeal of noveltyits worthwhile to invest a few hundred dollars per month vs. sacrificing occupancy.

The condition of any self-storage site is largely determined by the quality of the components used to build it. Cheap products always cost more in the long run and tend to require more upkeep. They negatively affect revenue every day, in addition to bringing down property value. With that said, its OK to be thrifty, which means getting the most value for the money spent. An informed buyer recognizes quality and understands its long-term effects: less maintenance and improved building life.

First Impressions

Theres nothing more lasting than a first impression, and this is especially true in self-storage, where tenants often base their rental decision on appearances. Their first 10 or 15 seconds on a property will convince them whether or not to store there. Overgrown landscaping, trash-laden driveways and peeling paint will only encourage prospects to go elsewhere. Because customers tend to equate care for your property with how well you will care for their goods, the facility needs a fresh, inviting look. Simple upgrades include flowers and shrubbery, a fresh coat of blacktop on the parking lot and drives, and attractive entryways and doors.

Laying the Groundwork

If you have any ponding on your pavement, correct it immediately. Standing water will sometimes result if driveways arent properly sloped. A slope should have been built into the drive when the facility was constructed to bear water away from units.

Any broken concrete should be removed. Before refilling the resulting gap, make sure the area is completely dry, and key rebar (steel reinforcements) into the existing concrete. Allow adequate curing time before opening the area for use.

Never bury trash on site, as it will eventually rot, creating a large depression in the surface above it. This can be an expensive problem to correct. Recently, a 10-cubic-yard hole appeared overnight in the driveway of one self-storage facility. The hole had to be filled and compacted, and the entire area had to be repaved. Had that area collapsed under a vehicle, the owner could have had serious injuries and a lawsuit on his hands.

Inside buildings, old concrete floors can look cold and dirty. A simple upgrade that makes a big difference is carpeting. You dont need to spend a fortune, but keep in mind carpet will require regular vacuuming to look clean. Some operators are even experimenting with trendy floor treatments, such as painted and etched concrete.

Got It Covered

Because self-storage units are only entered by their renters, its easy for roof leaks to exist without the facility operator knowing about it. With luck, your building has a standing-seam roof rather than a screw-down roof, which is more prone to leaks. If you do have a leak problem, there are several roof coatings that can be applied to alleviate the situation.

If you have a built-up roof, you can patch it for leaks, but this will only delay inevitable replacement. Consider installing a standing-seam roof over the top. Made of Galvalume, it will enjoy long life and can be easily coated in the future if necessary. As most built-up roofs have very little slope, special stand-offs are designed to give enough grade to the new roof installation.

Make sure downspouts are clear of debris and not backing water into the roof eaves. On a standard building, they should be used every 30 feet. Make sure water drained from the downspouts flows away from buildings.

Doors of Opportunity

Early self-storage doors were coated with alkyd or vinyl paint that would fade after only a few years. These doors can be recoated, but it might be best to replace them, especially if they work poorly or have worn weather seals or springs. New doors come equipped with stainless-steel bolts and latches, bearings, bulb-type astragals of UV resistant plastic, and pre-lubricated springs. They also have premium paint finishes with a 25-year guarantee against fading.

Its possible to improve the operation of older doors with lubrication. First, wipe the guides or side rails clean and spray them with Armor All. Spray the exposed springs and axles at the door-support bracket with a heavy coating of white lithium grease. Repeat these procedures every time a unit is vacated. There is no substitute for preventive maintenance when it comes to making doors last.

Re-tensioning can also improve door performance. For older doors, its best to ask your manufacturer or dealer to correct the tension for you. New doors feature an easy, safe, tension-adjustment method that can be performed by the operator.

If the astragals are worn, cracked or missing, they can be replaced with a new, bulb-type product that costs as little as 50 cents per foot. Other plastic parts such as wear guards and side strip can also be swapped to prevent doors from rusting or getting scratched. Finally, watch for rusty latches and bolts and frayed pull cords. Pull cords are the most disregarded maintenance item, but they are very inexpensive and easy to replace. Most door manufacturers carry spare parts for all their models and provide them at reasonable cost.

If you are blessed with an older property, spend the money to keep it looking good. You dont need to be new to be competitive. You just have to be clean, welcoming and well-maintained.

Dan Curtis is president of Atlanta-based Storage Consulting & Marketing, which provides feasibility and marketing studies to potential self-storage owners. Mr. Curtis is a frequent contributor to

Inside Self-Storage as well as a speaker at numerous industry conferences. For more information, call 404.427.9559.