The security system at a self-storage facility in Derry, N.H., sustained damage Aug. 15 when a prospective tenant backed into a structure that housed some of the facilitys electronics.

The manager at Derry Self Storage on Windham Road spoke with a man briefly after hours from her kitchen window located above the self-storage office. The man asked about rental rates, then said hed return.

Manager Barbara Currier discovered the system failure the next morning. The power surge had shut down some of the computer systems in the office, and the facilitys entry keypad wasnt working properly. After reviewing the facilitys surveillance footage, Currier called police. The surveillance video shows the man attempting a three-point turn and hitting the small structure that stored electronic equipment. The structure resembles parking lot bollards. The man didnt report the incident to the storage manager or police.

Police were unable to get a clear view of the vehicles license plate number. The video has been released through the media encouraging anyone with information to come forward.

The cost of the damage has yet to be totaled. Currier told police the electronic keypad within the structure costs nearly $1,000. Damage was also caused to the facilitys signal to the fire department.  

Manhattan Mini Storage in New York is teaming up with a local charity to collect school supplies for homeless city kids.

The Coalition for the Homeless 4th Annual Project: Back to School runs Aug. 22 through Sept. 16. Manhattan Mini Storages 17 locations will have donations boxes for pens, pencils, crayons, glue sticks, markers, calculators, rulers, back packs, and other school supplies.

Right now, there are 16,000 homeless boys and girls in our city, and we want to do whatever we can to help them to prepare for the upcoming school year," said Stacy Stuart, vice president of marketing for Manhattan Mini Storage. Once New Yorkers know about Project: Back to School, we know theyll want to help, too.

Each year, more than 113,000 different homeless New Yorkers, including nearly 43,000 children, sleep in the municipal shelter system. The number of homeless families has nearly doubled over the past decade. Coalition for the Homeless provides a number of programs including youth services, housing and job training.

Manhattan Mini Storage is part of the Edison Properties family of businesses. The family-owned and operated portfolio includes 17 self-storage facilities throughout New York City.

Self-storage entrepreneur Edmund C. Olson, owner of A-American Storage Management Co., donated $500,000 to The Nature Conservancy to support forest conservation on Hawaiis Big Island. The gift is specifically targeted at protecting the native forests of Kau and South Kona. Forests in these areas provide critical habitat for many of Hawaii's endangered forest birds, according to The Nature Conservancy.

Last year, Olson moved to protect more than 2,000 acres of Hawaii agricultural land from development by reaching a conservation easement deal with the Hawaiian Islands Land Trust. The land included more than 1,200 acres on the slopes of the Waianae mountains on Oahu and more than 900 acres in Kau.

The Nature Conservancy is conservation organization working around the world to protect ecologically important lands and waters for nature and people. Information can be found at Nature.org.

A-American Storage Management is a family-owned self-storage company with facilities in California, Hawaii, Illinois, Missouri and Nevada. It has been in business for more than 35 years.

Internet-marketing company The Storage Group (TSG) has released ClickandStor, a move-in software platform for self-storage operations. The integrated software enables consumers to securely complete the self-storage move-in process via computer or smartphone.

Using ClickandStor, customers can select a storage unit, pay their rent, receive the unit number and gate code, and instantly complete the move-in process at any time of day. It also provides 24/7 access to account information.

ClickandStor is integrated with SiteLink Web Edition, a self-storage management software produced by SMD Software Inc.

Mobile-marketing trends in 2011 show more than 50 percent of households own smartphones, said Larry Hanks, TSGs principal and director of sales. As a result, smartphones handle more than 50 percent of all local searches today. ClickandStor and SiteLink are a natural fit for this growing trend in consumer behavior.

TSG provides online marketing solutions for self-storage companies including mobile websites, website development, content management, search engine optimization, pay-per-click marketing, and transparent reporting/analysis.

Established in 1996, SMD produces facility-management software for self-storage and portable-storage operations. With more than 5,000 installations worldwide, SiteLink Web Edition integrates with platforms such as smartphones, websites, listing services, INSOMNIAC self-storage kiosks, Lead Tracking Solutions and central mail providers.

California self-storage operator A-1 Self Storage donated money to support the 18th Annual Luau and Longboard Invitational Surf for the Cure event Aug. 21 at Scripps Beach in San Diego, Calif.

The funds raised benefited the University of California San Diego Moores Cancer Center, one of 40 National Cancer Institutes designated comprehensive Cancer Centers in the United States. The event also helped raise awareness and funds for research, educational programs, outreach and patient care. Since, 1993, the event has raised more than $5 million for cancer research and care at the Moores Cancer Center.

During the event, each company-sponsored team of four was paired with a longboard legend to compete in the surfing contest. The Luau began around noon at Pawka Green on the campus of the Scripps Institution of Oceanography. Guests dined on a tropical buffet and were entertained by live music and traditional Polynesian dancing from the Healii's Polynesian Revue. There was also a live and silent auction that included surf boards, memorabilia and trips.

A-1 Self Storage has 16 locations in the San Diego County area and more than 40 locations statewide. It is the self-storage division of the Caster Cos., a third-generation, family-owned company headquartered in South California since 1959. Caster Cos. develops and manages A-1 Self Storage, A-1 Car Storage and other commercial properties in California. Its portfolio includes more than 4 million square feet of real estate.

By M. Anne Ballard and Stacie Maxwell

Delinquencies and collections are a challenge for all self-storage operators. The keys to managing these tasks and minimizing problems with non-paying tenants are prevention, consistency, communication, courtesy and persistence. The following tips will help facility managers succeed in mitigating and collecting unpaid rent.

Prevention

When it comes to self-storage delinquencies, prevention is preferred, and it all starts with the information you collect from each customer. At the time of unit rental, gather all critical customer data including name, phone numbers, e-mail addresses, employer info, emergency contacts, etc.  This is the single most important measure to avoid delinquencies and lien sales. The customers whose goods go to auction are typically those with bad addresses and faulty phone numbers.

To confirm the customers address, send him a thank-you card on the day of rental. This will confirm you have a real address and will thank the customer in a personal way. If the card comes back to you for a bad address, overlock the customers unit immediately and start making calls to contact him.

You also need to confirm the customers phone number and e-mail address, so send a welcome e-mail and make a call as well. If any of the information is faulty, overlock the unit immediately. Dont wait for a full months rent to become past due before taking action. You need to know immediately if theres a problem and start contacting the customer to correct the issue.

At move-in, mention when rent is due, but dont indicate when it becomes late. For example, if rent is due on the first of the month and late after the fifth, divulging this to the customer implants the notion that he has until the fifth to pay. Simply say, Your rent will be due on the first of each month. If the payment is late, you will incur a late fee. This sets the terms of your rental agreement without giving the customer a possible window for late payment.

You should also offer an auto-debit payment option with a no late fee guarantee. In this scenario, the customer avoids late fees as long as he provides current credit card info and authorization for monthly payments. The guarantee is null and void if his card on file expires or is declined.

You should also point out your auction calendar to new customers as an additional prevention measure. By showing them your monthly ad of units to be sold at auction, you show them what happens when they dont pay. Invite them to sign up for your auction e-mails as well.

Consistency

Have one set of payment and auction rules to which everyone should adhere and post them for all to see. Your rental agreement contains a set of rules that apply to every one who signs it, so make sure you consistently apply those rules to each and every customer. By posting a set of rules and sticking to it, everyone knows from the very beginning what will happen and when.

Avoid making exceptions for certain customers, for example, not overlocking someone because you know them from your childs school, your church, a local store, etc., will only create problems. Making a stand behind a steadfast wall is easy; trying to make a stand behind a moving target (inconsistent rules) is difficult for managers to do, and even more difficult for customers to understand. Make one set of collections standards and adhere to them.

Communication

Immediate action and consistency are imperative to successful collections. As soon as rent becomes late, communicate with the customer. Past-due notices are a simple and reasonably cost-effective way to notify customers of delinquent accounts. You can send them via e-mail to save on postage and printing.

Between 85 percent and 90 percent of past-due customers will pay once they receive the initial late notice. Supplementing past-due notices with a follow-up collection call can increase your chances of receiving payment. Debt-collection calls not only stress the seriousness of the situation to customers, they can be used to gather helpful details necessary to collect.

Typical collection tools include phone calls, late notices via snail mail and e-mail, auction e-mails, and social-media postings about upcoming lien sales.  These accomplish more than the obvious; they remind customers there is a process for those in default, and they bring more bidders to each sale, helping to increase the amount of your recovery from items sold.

Other guerilla collection methods include Facebook and Twitter postings. If youre connected with customers through these platforms, you can post simple messages to trigger a mental reminder, for example: Hi, Susan.  We appreciate your business and would love to see you at the facility soon! Call or stop by to give us an update on whats happening in your world. You can also try text-message reminders via cell phone.

Courtesy

You attract more bees with honey than with vinegar. Try to maintain a cheerful, helpful attitude, even during collection calls. In the initial stages, its important to give customers the courtesy of believing they simply forgot their payment and acknowledging these things happen to everyone. Foster a sense of trust and responsibility between you and your customers by being tactful and allowing them to maintain dignity. Embarrassed or harassed tenants are much more reluctant to pay, sometimes out of shame or spite.

Some managers become passionate about ensuring customers valuables dont get sold. They are regularly in touch with tenants, letting them know they dont want customers goods to proceed to sale. This sincerity goes a long way toward reducing delinquencies. 

Persistence

Regardless of the collection method you use, be persistent with your communication. A lot can happen between phone calls or notices. Don't miss your chance to collect past-due accounts by failing to stay in touch customers. Especially with customers who are stalling, the manager who is most insistent is most likely to get paid.

Try to get the delinquent customer to give you a firm date on which he can make the payment, and follow-up with him immediately if he fails to follow through. Get specifics. If he says, Ill come by this weekend, ask him which day and what time you should expect him. Make notes in his file so you can follow up.

Give every customer one get out of jail free card but only one. The ability to waive late fees is a good bargaining tool for collecting late payments, but be careful how you use it. Consistently waiving late fees for repeat offenders programs them to pay late without consequence. If you ever enforce the rules and charge them a fee, they will balk and protest, even though you are well within your rights.

Waiving a late fee for a first offence, however, allows you to please and build trust with the customer while reminding him of the terms of your rental agreement. Say something like, Since we appreciate your business and consistent on-time payments over the past 8 months, we will waive the late fee for your first late payment as a one-time courtesy to you. Make a note in the customers file that you had this conversation. For any subsequent late payment, politely remind the customer that he has already used his get out of jail free card, and now a late fee must be collected with the past-due rent.

Document everything. Making lots of notes about each customer and conversation in your operating software will help all management staff understand the accounts and any previous deals, discounts, waived fees and payment agreements. Detailed notes can sometimes save the day if an account comes to debt collection or auction. Being able to prove you made every attempt to reunite the customer with his belongings prior to lien sale is important, especially in this lawsuit-happy age.

In summary, the best approach to delinquencies is to prevent them before they occur. Collect the appropriate data from customers during move-in and follow up to ensure its accurate. Create a single set of rules regarding payments and collections and ensure everyone knows what they are and adheres to them consistently. If a tenant does fall behind on a payment, contact him promptly via one or several methods. Be courteous and tactful in your dealings with delinquent customers to encourage them to pay. Finally, be persistent. Do what you need to do to get the money in on time and prevent future late payments.

M. Anne Ballard is owner and founder of Atlanta-based Universal Management Co., a full-service management and consulting company serving self-storage businesses worldwide. Ballard is a frequent speaker at national and international conferences, and author of The Hat Lady Speaks, which focuses on self-storage marketing and management. Stacie Maxwell is Universals director of marketing and communications. With more than eight years of industry experience, she is responsible for the companys branding, design and marketing. For more information, call 770.801.1888; visit www.universalmanagementcompany.com.

Storage Post Self Storage donated a 10 -foot-by- 10 -foot self-storage unit to St. Paul R.C. Church in New Jersey. The church will use the climate-controlled rental space at the Suffern, N.Y., Storage Post location for three months .

We are thrilled to help the St. Paul parish by offering them storage at no cost, said manager Sebastyan Kopolovich. The church and our primary contact, Judith Walsh, are very active in the community and we want to do our part to enhance the quality of the neighborhood.

The church will use the rental unit to store collected materials that will be sold to raise scholarship funds. Each year, the social concerns committed fro St. Paul R.C. Church holds a rummage sale fundraiser for its annual scholarship. The scholarship is awarded to local students in Newark. It was created to provide opportunities for inner city children to attend a local parochial school.  Last year, the committee offered tuition support for 10 scholarship students from the proceeds of the rummage sale.

The church will be using Storage Posts rental unit to house many of the items collected from July 1 until the day of the sale, Oct. 1. The donations typically consist of furniture, household goods, toys and more.

The social concerns committee assists St. Paul parish members who are experiencing hardships. They serve and provide food for soup kitchens, prepare meals for families in need and conduct an annual rummage sale to fund scholarships for inner city and local students.

Headquartered in Atlanta, Storage Post has locations throughout the East Coast and is actively pursuing self-storage acquisitions.

StorSecure Self-Storage Kapolei in Hawaii is partnering with the community to collect food for the Hawaii Foodbank.

Since March 2010, StorSecure Kapolei has been collecting food from the community it serves and nearby communities. More than 2,343 pounds of food has been collected to date.

Self-storage manager Linda Farm markets the collection program with a facility banner, through the local community news outlets, and in her own networking organizations including the local rotary club and schools. Collections can be made during normal office hours.

With Kapolei located on the opposite side of Hawaii Foodbank, its convenient for those living in our area to donate without having to drive to the other side of the island, Farm said.

StorSecure Self-Storage also operates another facility in Hawaii Kai. Hawaii Foodbank delivers canned goods and non-perishable foods to 250 charitable agencies.