WILDECK is a national manufacturer of vertical reciprocating conveyors (VRCs), mezzanines, and safety-guarding products for the self-storage, archive and other industries. The companys national network of dealers is available to assist owners in selecting the right lift for their new construction, retrofit or conversion projects. Inside Self-Storage spoke with Todd Canham, VRC product manager, and Melissa Benzine, marketing specialist, about the companys offerings. For more information, call 800.325.6939, ext. 225; e-mail [email protected] .

How long has Wildeck been manufacturing lifts?

Wildeck began custom designing and manufacturing VRCs in 1991, adding to its existing mezzanine line. We are the largest U.S. manufacturer of mezzanines and VRCs, serving a range of industries. Since its inception in 1980, our line has expanded to include safety-guarding products such as guard rails, machine guards, bollards, and column and rack protectors.

What sets you apart from other lift companies serving the self-storage industry?

Rather than retrofitting a VRC from another lift manufacturer, we actually design and manufacture our lifts. Wildeck also has an extensive network of hundreds of dealers nationwide who work locally with owners, architects and general contractors. The availability of local dealers ensures any problems that may arise are resolved as quickly as possible. In terms of design, Wildeck lifts are among the best in industry due to their flexibilitythey are truly customizable. From a very basic lift with expanded mesh sides and no roof to a completely enclosed, solid sheet-metal lift, Wildeck provides a multitude of options.

What are the pros and cons of passenger elevators vs. VRCs for storage sites?

The initial cost of a passenger elevator far exceeds that of a VRC, not to mention the higher installation and servicing costs. Elevators usually require more pre-construction prep, such as fire-rated walls or load-bearing walls, making VRCs a prime candidate for retrofit or conversion projects.

However, sometimes an elevator is required by code governing handicapped access. In such cases, Wildeck frequently places VRCs in conjunction with passenger elevators. For example, two elevators and two VRCs may be placed opposite each other in large-scale facilities. The money saved can be invested in security or other features.

Finally, VRCs can be larger and more rugged than standard passenger elevators, thus better able to stand the rigors of hauling customer goods.

How would you describe the construction of Wildeck VRCs?

Our standard design incorporates wide-flange structural steel members for the hoisting masts of the VRC. We also offer a truss-type mast system if desired. Our mast systems can be designed to be totally freestanding with no attachment to the building at all. The carriage platforms can be designed as anything from a simple platform with guard rails and snap chains to a fully enclosed carriage.

Is your product available in other countries?

Yes, we have dealers in Canada and Mexico. In addition, a number of our VRCs have been integrated into larger materials-handling systems and exported to Asia, Europe and the Middle East.

How many employees do you have?

More than 100 employees work at the corporate headquarters in Waukesha, Wis. Our staff includes 12 engineers with degrees in mechanical, electrical, structural and architectural engineering.

You are the only U.S. company that makes VRCs and mezzanine systems. When might a self-storage developer need the latter?

Transforming a big-box retail building to a multistory storage facility can be accomplished efficiently and cost effectively with a mezzanine system. We can provide the conversion with stair systems and accompanying VRCs.

You make hydraulic and mechanical units. What are the advantages of each?

Hydraulic VRCs are usually preferred for two-level self-storage facilities because they are less expensive. If you have more than two stories, a mechanical lift would be used because it stops accurately at every level. You may also want to consider a mechanical unit if it is the only VRC serving your building and you expect frequent use (20 cycles or more per hour).

What kind of versatility do you offer?

Some lift companies are limited to certain carriage dimensions, ceiling heights or weight capacities. Wildeck is able to provide lifts that exactly meet a facilitys requirements as dictated by local or state codes. For example, one self-storage chain prefers a VRC with no roof and an 8-by-8 carriage, and we were easily able to furnish it.

When a long-time Arizona resident is asked how he tolerates the scorching summer heat, he may reply, Well, its a dry heat. The climate is obviously no deterrent to the influx of people to the area. More than 150,000 people migrate to Arizona each year, creating a ready market for top-shelf, climate-controlled storage.

For the owners of Scottsdale, Ariz.-based McDowell Mountain Storage (MMS), the booming population made their state-of-the-art facility a sound business decision. Keith Gordon, Cody Martin, Hayes Martin and Dan Murphy used their extensive knowledge in development to create a luxury storage facility, providing a valued service for neighboring residents and businesses.

In a region where first-class commercial real estate is difficult to obtain, MSS landed a prime location in the McDowell Mountain business park. We opened in April 2005. The facility and location are superior to many others in the competing market, says Mel Holsinger, president of Tucson, Ariz.-based Professional Self Storage Management (PSSM), which was awarded the consulting and management contract for the facility.

The three-story building with full subterranean basement incorporates an architectural style compatible with the surrounding professional buildings. The 115,000- square-foot, 812-unit structure is made of concrete and steel with a stucco-finish exterior and is designed for an air-conditioned, temperature-controlled environment. In addition to self-storage, MMS offers a separate secured room for wine storage and exterior boat and RV stalls.

MMS features a high-tech security system, including 24-hour video surveillance with digital recording to monitor all activity at the site. Individual unit alarms provide added protection, giving each customer a personal access code for the building as well as their specific area of the facility. Were proud of the fact that we are able to offer a very secure environment, says Holsinger. When people come in the door and see the plasma screens with the cameras and site graphics, they are comfortable their goods will be safe.

Amenities Mean Value

For an upscale city like Scottsdale, it isnt enough to offer climate-controlled storage in an attractive, secure setting. Services must be exemplary, catering to clients who expect the best. MMS excels by offering amenities such as online reservations, high-speed Internet workstations for customer use, and a fullservice mailing center. Retail items such as boxes, locks and other moving supplies are offered to facilitate customer packing and storage. In addition, MMS can help customers find a reputable moving company to transport their belongings.

Arizona may be a desert state, but its lakes and rivers make it a recreational and water-sports paradise. MMS offers a secure, convenient environment to store RVs, boats and other water toys. The vehicle-storage lot, with 24-hour access, is surrounded by a secured masonry enclosure with automated gates that require keypad entry and exit. The MMS retail center even offers a select line of boat and RV supplies. Any items not in stock can be special ordered via catalog at a discount. They are delivered to the facility within a couple of days for customer pickup.

For those with a palate for good wine, MMS features a wine-storage area in the facilitys basement, distinguished from the conventional storage via décor, lighting, music, security and technology. Individual wine lockers hold 12 cases of wine, and custom-size lockers are available for those with larger collections. The wine room is monitored for consistent humidity and temperature and has a backup generator system. The MMS retail center offers wine-related products to meet customers needs.

Recipe for Success

The owners of MMS have designed and built a first-class facility to meet the wishes of their clientele. Customer satisfaction is a key element in the long-term success of the business.

PSSM is responsible for hiring and training the stores managers and overseeing ongoing operations. According to Holsinger, it doesnt take a large team to ensure a facilitys success, just an effective one. MMS employs two full-time, nonresident managers and a part-time relief manager. All three have had extensive management and software training.

Facility marketing is handled through marketing director Korey Hanson. Following the stores grand opening, PSSM implemented a plan that includes Yellow Pages advertising, advertising in neighborhood newsletters, listings in local directories and direct mailers. We have established a direct-marketing program targeting local apartment complexes, community centers and businesses, along with referral programs that give bonuses to people who send us rentals, Hanson says.

Thanks to quality products and employees as well as a dedication to customer satisfaction, the MMS ownership is optimistic about the facilitys future. According to Holsinger, the stores prime location in a high-growth market, combined with the owners planning, research and knowledge and the ability of the management team to capture market share will contribute to its success. We do our best at maintaining a good reputation as a service provider, and our goal is to make referrals our No. 1 source of customers, he says.

For more information, call 480.657.7867; visit www.mcdowellmountainstorage.com.

As OpenTech Alliance Inc. approaches its three-year anniversary, it has a lot to celebrate. In its short history, the company has emerged as a leading developer of self-service kiosks for the storage industry, with its INSOMNIAC units installed in facilities across Arizona, California, Colorado, Hawaii, Illinois, Indiana, Maine, Missouri, Ohio, New York, Texas, Washington and Canada.

OpenTechs business model encourages cooperation vs. competition within the industry. The company has built a team of Alliance Partners whose software products integrate with its kiosk units:

• Domico (Domico Software)
• Empower Software Technologies Inc. (Storage Commander)
• PTI Integrated Systems (TaskMaster)
• SMD Software Inc. (SiteLink)
• Syrasoft LLC (Storage Management System)
• eMove (Webself-storage)

OpenTech has also created an impressive advisory board of industry veterans:

• Pamela Alton, owner of Mini-Management Services
• Anne Ballard, founder and president of Universal Management Co.
• Diane Gibson, owner of Coxs Armored Mini Storage Management Inc.
• Jeffrey Greenberger, a partner with the law firm of Katz, Greenberger & Norton LLP
• Raymond McRae, vice president and director of operations for Storage Solutions
• Carol Shipley, president of United Stor-All Management LLC
• Franklin Young, director of sales and marketing for DBCi

This panel helps OpenTech set product direction and company strategy. Weve been extremely fortunate to have such great partners, advisors and forward-thinking customers, says Robert Chiti, OpenTech president and CEO.

Testimonials

The real story of OpenTechs success lies with the facilities using its products. Testimonials mean a great deal in self-storage, especially when it comes to new technology. OpenTechs customers have embraced INSOMNIAC kiosks and are reaping the benefits. Below are three of their stories. For more information about OpenTech and its kiosk products, call 480.778.9370; visit www.opentechalliance.com.

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Storage Solutions
Website: www.storagesolutions.org
Number of facilities: 40
Locations: Throughout Arizona
Number of kiosks: 2

Mesa, Ariz.-based Storage Solutions ranks No. 26 in the list of U.S. self-storage operators, based on rentable square footage managed. A year and a half ago, the company installed the first INSOMNIAC kiosk ever at its Palm Valley facility. Since then, it has continued to give OpenTech enhancement requests as well as ideas for product improvement.

In June, Storage Solutions installed an INSOMNIAC 900 at its new Fletcher Heights facility. The 900 model is OpenTechs top-of-the-line kiosk featuring a built-in fingerprint scanner, signature pad, drivers license scanner, digital camera, and check and credit-card scanner. It enables tenants to rent units, make payments, update account information, purchase locks, and view multimedia facility tours.

The company boasts another kiosk first: Fletcher Heights is the first storage facility in the world to use electronic locks on its unit doors. These locks, provided by Global Electronics Ltd., are activated by the kiosk and the facilitys management software. In cases in which a unit has been overlocked due to nonpayment, INSOMNIAC can automatically unlock the unit when the customer brings his account current using the kiosk.

Weve been really happy with INSOMNIAC, says McRae. We originally chose it because we wanted to reduce staff hours and give customers a more convenient way to make payments after hours. The kiosk has worked as advertised. Weve reduced our managers hours, saving three hours a day in staffing costs at each facility, and were making more money because INSOMNIAC enables us to take new rentals and payments when other facilities are closed.

With the help of OpenTech, Storage Solutions intends to move to unattended, fully automated sites in the near future. It has included INSOMIAC in its plans for four new facilities to be constructed this year.

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Storage Express

Website:

www.storageexpress.com
Number of facilities: 65
Locations: Indiana, Illinois, Kentucky, Tennessee and Ohio
Number of kiosks: 6

Storage Express has been operating facilities without an onsite rental office since 1992. In fact, all of the companys properties are unmanned. In the past, customers would contact a call center from an on-site courtesy phone in a rental station at the facilitys entrance to open or manage their accounts. At the companys Martinsville, Ind., facility, however, an INSOMNIAC 500 has replaced the phone. Customers can still reach the call center if they have questions, but standard functions are now handled by the kiosk.

Before the kiosk, if customers wanted to pay by cash, they had to go to a nearby Western Union agent and wire us their rent, says Jefferson Shreve, owner and president. INSOMNIAC allows them to pay on site with cash, check or credit card, so we never miss a rental. In fact, the unit took its first rental within 48 hours of installation, without any human involvement on our side.

Given its success with its first kiosk, Storage Express has ordered five more 500 models as it moves to integrate the technology at its other Midwest sites. Its also testing the 200 model, a stripped-down kiosk that only accepts payments.

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AAAAA Rent-A-Space

Website:

www.5aspace.com
Number of facilities: 15
Locations: California and Hawaii
Number of kiosks: 24

James Knuppe has been a licensed general contractor since 1960, and having pioneered the introduction of the self-storage concept in the San Francisco Bay area in 1971, he is often credited with being one of the founders of the industry. His legacy, AAAAA Rent-A-Space, owns and operates 15 self-storage properties.

The company has installed two INSOMNIAC kiosks per site at its Berkeley and Colma, Calif., facilities and its Kapolei, Hawaii, property. These mega-sites are some of the largest in the nation-Kapolei has more than 1,300 units, while the California facilities have more than 2,000 units each.

Weve thought about self-storage kiosks for a long time, says Knuppe. It wasnt until INSOMNIAC that we found a solution robust enough to handle the demands of our large facilities. Were delighted OpenTech has brought this technology to the self-storage market.

Our rollout plan was to put the kiosks in the office for the first 60 days so managers could help train customers to use them. Instead, were finding many people who come into the office go directly to the kiosk to make payments and rent units. Theyre so used to self-service ATMs in other industries that they immediately grasp the concept.

The managers at 5A have also embraced the kiosk, viewing it as an assistant that helps provide a new level of customer convenience. In one week, the Colma facility processed 206 transactions using INSOMNIAC, including rentals, payments, lock purchases, and account access and update screens. For the month of May, this amounted to 42 payments and 35 rentals.

Based on this success, 5A has ordered kiosks for its remaining facilities. Because the size of the sites, most will receive a 900 as well as a 200 model, so customers dont have to wait in line when one is being used.

Lot Size

You can build your storage facility on sites smaller than an acre or as large as 6 to 10 acres. It all depends on your game plan, zoning restrictions and demographics. As a rule of thumb, youll need at least 40,000 square feet of rentable space to justify the cost of a full-time manager. A facility of that size will require 2 to 3 acres. A facility of 80,000 or more square feet will require 4 to 5 acres.

Many operators are successful managing smaller facilities remotely without an onsite manager. Others have effectively developed large facilities on small lots by building multilevel buildings. Do your homework, know the zoning rules, and know your market. If you conduct the proper research, any size lot can thrive.Lot Cost

A cheap piece of property can be very expensive in the long run. Heres a hypothetical situation: The development of a 60,000-square-foot facility is going to cost about $1.5 million plus the cost of the land. You have the choice of building on site A or B, both with 4 acres.

Site A costs $50,000 per acre and site B cost $100,000 per acre, but B is a better location. No matter which site you choose, on opening day, you have operating expenses, a mortgage, real estate taxes and a horde of empty storage units.

The question is whether site Bs location can offset the extra cost. The accompanying chart shows it will rent its units faster, and just two years of operation will make up the cost of the land. By year three, the difference in cash flow is significant. In the end, the long-term benefits of B outweigh the cost savings of A. (Note: Debt service for site B is higher due to its land. Net unit rentals is the number of units rented less the number of move-outs.)

What Makes a Great Location?

When it comes to determining what comprises a great site, several factors come into play, including visibility, demographics, competition, neighboring properties, zoning and utilities. Lets take a look:

Visibility. The facility must be visible to as many people as possible, particularly potential customers who live or work within a 5-mile radius. If your facility is visible from an interstate, a percentage of your traffic count wont qualify. An ideal location is visible from a major arterial street with a traffic count of 30,000 local vehicles per day. Even better is to be on a busy intersection with a stop sign or traffic light. Although signage is important, a sign does not replace good visibility.

Demographics. Who are your potential customers? Typically, they are homeowners or businesses within a 5-mile radius of your facility. You want a market of at least 50,000 households with a minimum average income of $50,000 per year. A combination of older homes and new development is favorable because older homes tend to lack storage and new homes signal growth. Other growth indicators include new retail development, schools, grocery stores, banks, subdivisions and utility stations as well as the widening of arterial streets.

Note: Be aware of physical barriers near your site. Rivers, streams and highways can make it difficult for customers to get to your facility. Homes and businesses on the opposite side of a river or intersection that lacks direct access should not be included in your demographics.

Competition. More than likely, youll have a competitor within 5 miles of your site. Whenever possible, you want to distance yourself from other facilities by at least 3 miles. Choose the location with the best visibility and access, close to the main flow of traffic. But dont try to go head-to-head with established competitors by building right across the street. This will only create ill will with the other owners and even the surrounding community. The only exception is if the competitor is on the opposite side of a physical barrier such as a freeway.

Neighboring Properties. The operation and profitability of your facility can be affected by neighboring businesses. A good neighbor would be a clean operation with a high level of activity, such as a Wal-Mart or McDonalds. A bad neighbor would be an industrial business that creates a lot of noise or foul odors, or even just a business with low customer activity. An undesirable neighbor will be a detriment to your facility, deterring potential tenants.

Zoning. Zoning varies in every municipality. Dont be surprised if the property with the right location, size and price doesnt have the right zoning. In this case, youll need to talk to the zoning director about a variance or zone change. A variance is easier but isnt always possible. An actual zone change can be time-consuming, costly and complex. If local authorities will not allow a change, look at the local incorporation map. Sometimes a parcel will be unincorporated into the county and will border a city that can annex it with the desired zoning. Annexation is usually a win-win situationthe city gets a bigger tax base, and you get the desired plot. Be imaginative and persistent. Its often worth the effort.

Utilities. Fortunately, a storage facility doesnt necessarily require all utilities. Some require only water and electric service, and even water is sometimes optional. A cistern can provide adequate water supply; and since a typical facility will only have one or two bathrooms, a septic system can work if a sanitary sewer is not available. When it comes to heating and cooling, electric will suffice in place of gas, unless gas is preferred and available.Big Benefits

A great location will allow you to enjoy higher rents, lower expenses and less competition. It will help ensure you rent units and keep them full. Finally, youll have lower marketing and advertising costs because people in your market will know who and where you are. So take the time to find the right spot. Once the project is developed, its one of the few decisions that cant be changed. All things considered, the benefits of a great location will outweigh the cost-savings of a bargain.

Erik Hermes is the president of Hermes Construction Co., which offers consulting services for site selection, site analysis and site design, as well as full construction services. For more information, call 859.781.7198; e-mail [email protected]; visit www.hermesconstructionco.com.

Building a car wash is a long, tedious, expensive project. Each type of wash carries its own set of requirements, whether its a self-serve, self-serve with automatic, automatic, or conveyor tunnel (exterior or full-serve). Utility, site layout, traffic and production demands play major roles in developing a successful site. Therefore, preplanning and execution are paramount to making the numbers work and managing your budget, resources and bottom line.

Your construction format will be controlled by three major factors:

• The type of wash you want to build.

A project will require a stick build format or a manufactured building. The more sophisticated the business, the more it will lend itself to the former.

The surrounding community.

Every area has its own building requirements. In general, planners look for conformity to adjacent projects and how well the wash fits into the neighborhoods master plan.

The site itself.

Each project is unique. The more requirements there are for site preparation, soil conditions, utility placement, driveways, street location, etc., the higher the costs of the finished facility.

Getting Started

Preplanning is critical. Once you have chosen a site and the type of car wash you desire, the real work begins. Assuming you will be financing the project, youll have to assemble an extensive business and financial plan. A key ingredient will be a list of cost estimates for the project, including everything required from conception to washing your first vehicle.

Now you have to choose your team: an equipment manufacturer, distributor, architect and other preconstruction professionals. Complex projects will definitely require an architect, who will do a lot more than just draw the building. Depending on your skill and involvement, he will also assist you with the local planning board, city engineer, contractors, subcontractors and others to get your site approved. He can also help you manage the project once construction begins. Ask about the architects services and costs up front.

If your project is a simple one, you may be able to use a pre-manufactured building product. In this case, youll find the building and equipment supplier will play a major role in finding suitable contractors to ready the site for your structure.

The Right Representation

Regardless of the scope of the project, building a car wash is an involved process requiring focus and energy. The key to a successful, low-stress experience begins with your commitment. For your own protection, you must be involved every step of the way.

If you are fortunate enough to have construction experience, youll find your day-to-day dedication will be ongoing from the first shovel. If you dont have that knowledge, the key lies in choosing a representative who will watch your dollars as if they were his own. Unfortunately, very few people in the building trades know anything about car washes. As a result, you may wind up paying for their learning curve. To minimize this risk, select the right equipment distributor.

Most car-wash distributors have assisted with and built many facilities. Their recommendations for contractors and architects will be very helpful. Once your site design is complete, youll submit bid requests to at least three general contractors and subcontractors. This keeps everyone honest and allows you to evaluate their responses. Insist on references and call them.

Interview all your candidates in front of another set of eyes and earsyour supplier, architect, partner, etc. Ask tough questions and demand answers. Pin everyone down to understand their commitment. Know where your distributors responsibilities end and the various installers and contractors take over.

Finally, establish a risk-reward program for your general contractor related to time and budget goals. Your financing will be based on the project costs you submitted to the lender. Overruns resulting from misinformation or mismanagement dont sit will with financial institutions.

The majority of them will not provide extra funds for going over budget. As a result, you must keep everything in control or be prepared to dig into your own pockets. Building a car wash can be stressful. The best way to minimize hassle is careful planning. Do your homework, get the best team possible, and stay totally involved in the entire process.

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].

Dear Inside Self-Storage,

We have been managing self-storage facilities for more than 15 years. We have found that, much like bartenders or hairdressers, storage managers have a special bond with their customers. They get to share in victories such as the opening of a new business, moving into a new home, a new job, the purchase of a new toy, travel and holidays. They also share tenants disappointments: bankruptcy, divorce, eviction, illness, death in the family, etc.

We witness sad events in some of our customers lives, and we provide a service that encompasses more than keeping their things safe. We can make a difference in how a person feels when he drives away from our facility. Being helpful, considerate, compassionate or humorous can be rewarding, giving us a sense that were doing more than just providing space for goods.

Its a shame this interaction between managers and customers is not always a high priority for our supervisors and owners. Their focus is often on the bottom line, and many dont care about the people who really pay the bills. A lack of integrity is a major problem in this industry. Following are what we see as fundamental issues in self-storage ownership:

1. Owners should take responsibility in maintaining their product. In our experience, many couldnt care less if their air-conditioners and equipment work properly, roofs leak, flooding occurs, units are infested with pests, break-ins take place, etc. This idea that You rent at your own risk, insurance is available for purchase allows owners to be haphazard about maintenance.

2. Owners raise rents to cover their operating costs or increase revenue, claiming this should be no problem for a qualified manager. In truth, rent increases always cause friction in the manager/tenant relationship.

3. Owners say we should never waive late fees, but in our view, it always builds good will to waive the fee the first time. Its also a good idea to waive it if a person may move out because of it, or when its so excessive it doesnt make sense. Managers should have the freedom to waive late fees when appropriate.

4. Owners often have the attitude that on-site housing is an asset to the manager and part of his salary. What they fail to acknowledge is its really to their benefit to have someone looking after their investments round the clock. The on-site apartment can be restricting for a manager, and having people bother you after hours can be stressful. The real focus should not be on compensation but on a managers ability to help someone in an emergency at any time of day.

5. Owners often want their managers to attend seminars or listen to training tapes to help them be more effective and make more money for the facility. But some of the ideas presented in these things are ridiculous and impractical. Owners should also learn new things, keeping in touch with trends in the industry.

We hope you enjoyed our little tirade. Its not meant to be accusatory, but enlightening. The wonderful service our industry provides is not only financially rewarding, it makes peoples lives a little easier. We have made a good living in this profession, but helping people is a bonus that enriches our own lives.

Tana and John Calvert
Jupiter, Fla.

On days when the weather is nice, I ride my bicycle to work. Its about an 8-mile trip each way. I was recently forced to take a hiatus due to some business traveling and a week of rain. When I finally hopped on my bike again, I found I had to stop and rest along the way. I had lost some conditioning in just that short of a period of time.

Selling self-storage is no different. In fact, its a lot like playing sports. You have to be consistent to get into and stay in shape. You have to practice. Here are two key facts to remember about sales training: 1) Practicing the fundamentals makes all the difference. 2) You have to practice often.

Lets look at a sample scenario. Its the fifth of the month, and youre dealing with a bunch of late-payers who are coming in to settle their accounts and have their gate codes reactivated. Youre also trying to help a couple that rented a unit last week and are just moving in. Then youre thinking about that deferred maintenance you put off last week. Then you get a couple of walk-ins who want to rent your moving truck.

Finally, the phone rings. You answer. The caller asks, How much is your largest storage space? You quickly blurt, Our 10-by-25 is $259 per month. The caller says, Thanks. Ill call you back if I need something. Eeek! Youve lost your sales conditioning in just a day or two of intense non-sales activity and consequently shot yourself in the foot. Your sales muscles forgot all about building value and asking good questions before giving price.

Relearning the Game

Vince Lombardi, the famous (and sometimes infamous) football coach, used to start spring training with seasoned professionals by showing them a football and saying, This is a football. He started from scratch every season, working on basic blocking and tackling, throwing and catching. Why should self-storage managers be any different than the pros?

Selling self-storage is all about stalling on price, getting agreement on the main issues, building urgency and asking for the rental. You cant practice these skills enough. Some managers who have worked in the industry for years can be completely revitalized just by loosening up their selling muscles and practicing the basics. Theyll often find theyve forgotten or neglected many of their primary skills. But with a little review, they can quickly get back in shape.

On the other hand, those new to selling storage often find the basics are similar to sales and customer-service skills they developed at other jobs. They learn they can pull their weight in self-storage pretty quickly.

Know Thyself

Watch for weakening in your sales muscles. Know when youre at risk of dropping the ball or missing your block. Take an extra second before talking to a rental inquiry, and reconnect with your selling-muscle memory. Make time to practice a few basic scenarios with your staff every day. Once a week, work on more complex selling issues. The same few come up often and are worthy of review. Over time, youll also discover new or unusual sales challenges worth practicing.

Be patient with yourself and potential customers as you field rental inquiries. Ask deliberate questions and direct the conversation. None of Lombardis quarterbacks ever threw the ball without taking a moment to assess the defense and check the location of his receivers. None of his front-line players moved off the line of scrimmage without examining the situation and relating it to training routines and strategies.

Dont be the player who chucks the ball without looking or jumps at the snap without thinking. You already know how to sell storage. You have the muscles, so dont get out of condition. Practice not only makes perfect, it makes profit.

Tron Jordheim is the director of PhoneSmart, an off-site sales force that helps storage owners rent to more people through its call center, secret-shopping service, sales-training programs, and Want2Store.com facility locator. You can read what he is up to at www.self-storageblog.com. For more information, e-mail [email protected].

So youve decided to enter the self-storage industry. Good for you! Youve found a piece of land, hired a professional to conduct your feasibility study, and received a favorable report. Youve also hired an architect who specializes in self-storage design, and youre ready to submit plans to the city for approval. The contractors have been chosen and are ready to start building as soon as you get your go-ahead.

But wait ... Did you bring in a self-storage consultant to be part of your team? Why do you need one? A consultant is one of the first professionals you should have contacted. During the planning stage is when you want to begin building an ongoing, working relationship with an industry advisor. After all, he has the knowledge and expertise to help you avoid the costly mistakes many a novice storage owner has made. A qualified consultant can:

• Recommend experienced architects, builders and contractors.
• Answer questions about the building process or daily facility operation.
• Offer advice on items such as office design and layout, the location and size of your retail space, or security features.
• Help you design business and marketing plans.
• Discuss the management profile necessary to operate your facility successfully.
• Recommend management software.
• Help you determine a schedule for facility maintenance.

Pitfalls Ahead

Building a storage facility is a labor of love. There are setbacks, unexpected expenses, and delays due to weather, city requirements and other factors beyond your control. One thing that is in your control, however, is the ability to avoid common pitfalls by taking the advice of a qualified consultant.

For example, one storage owner built a facility comprised entirely of 10-by-10 units because he was told that was the most popular size. Furthermore, he used stick and stucco for construction rather than steel, making it extremely costly to reconfigure the units. A consultant could have discussed the importance of unit mix and recommended building with movable wall panels.

Another owner built 10-by-30 units and failed to include interior lighting. Hed been told you shouldnt install electricity or people may attempt to live in the units, but he failed to imagine tenants attempting to look around the back of their 30-foot-deep spaces in the dark. A consultant would have informed this owner of the need to install lighting in larger units, especially those off interior hallways, and how to make it cost-effective by using timers or motion sensors.

Then theres the owner who built a two-story facility and didnt think he needed to install an elevator. How easy do you think it was to rent the upstairs units without a way for tenants to move their goods besides trudging up and down the stairs? Again, a consultant could have helped, recommending not only the elevator and its placement, but the convenience of free carts and dollies and different levels of pricing for upper and lower units.

Another owner made his management office only slightly bigger than a 10-by-15 unit, thinking all he needed was a desk, phone line and computer. Without a consultant to advise him on an operationally functional office area, he wasnt thinking about room for more than one employee to maneuver, file cabinets, shelving, a retail area, a break room, and a tenant restroom, among other things.

The Process

Once the architect and builders have done their jobs, youre the one left to run the show, so make sure you build the facility for success from the beginning. Ideally, your consultant should meet with you and your architect when the first draft of your site plans is complete. He will look at the plans and offer suggestions to make the project more operationally sound. Its much easier and less costly to make changes while the facility is on paper than during construction or after its built.

Once the plans have been adjusted, the three of you should meet again to make sure the suggested changes have been made and are acceptable. Then youre ready to submit the plans to the city for approval and begin the permitting process.

During the construction phase, youll want to meet with your consultant regularly. You may elect to have him attend your monthly construction meetings, or at least attend those at which issues such as signage or security will be discussed. Hell offer valuable suggestions in these areas.

Finally, the consultant will help you make the transition from construction to operations, offering ideas for office setup, marketing, staffing, maintenance and other areas critical to the success of the venture. Bringing a consultant on board in the early stages of facility development is a prudent business decision and worthwhile investment.

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

By Tyson Hermes

In 1980 self-storage was relatively new, but my family bought several facilities in the Cincinnati market. Back then, there was little concern about competition, long-term maintenance or aesthetics. After all, these facilities were only meant to be temporary income until the property outweighed the value of these tin shacks.

Almost 30 years later, we still own our sites. In time, we developed more facilities and expanded the existing ones. With every building, we learned more about what workedand what didnt. We noticed small details that create big headaches down the road and discovered some long-term solutions. After repairing our own mistakes as well as those of others, weve assembled a list of the most common mistakes people make when developing a new facility:

1. Purchasing a cheap site instead of a good site. Sometimes people buy land that is out of the way or hidden behind more prominent real estate because its cheap. But for a facility to be a success, it must be visible and on a heavily traveled street, preferably on potential customers commute to and from work. If the value of a self-storage investment is $2 million, a $400,000 site is only 20 percent of the cost, but can be the difference between success and failure.

If you opt for the hidden site and are fortunate enough to be the only facility in a 5-mile radius, customers will still rent from youfor now. But if someone develops a facility on a more visible parcel on the main thoroughfare, prospects will be less likely to pass that site to visit yours. You may be forced into being the lowest price in town just to get business. This is not a good position, so think about the future.

Another benefit to a highly visible site is reduced advertising costs. If you dont have to educate every prospective client about your location, the burden of marketing wont be as great. Go for visibility on a busy street.

2. Failure to use an experienced designer. Some owners seek the advice of an architect to design their facilities but, unfortunately, most design professionals are unfamiliar with self-storage. Because of this, they design a facility that doesnt maximize a sites rentable area.

Use a design-build company experienced in self-storage development to assist you with a demographics survey, site layout, unit mix, etc. By making a few small adjustments to the buildings, a qualified design-builder can typically fit 10 percent to 30 percent more rentable square footage on a site than what the architect draws, while conforming to all zoning and building codes. This additional space goes straight to the bottom line and results in higher cash flow.

Using wider buildings with interior hallways in lieu of drive aisles creates more rentable square footage.

3. Including too many driveways and not enough rental space. Not every unit needs exterior access. By using less driveway area but wider buildings with interior corridors, the site gains more rentable square footage. People are usually willing travel up to 100 feet on an inside corridor, but keep in mind no tenant should have to turn more than once to get to his unit, and the corridor becomes a dead end if it exceeds 20 feet without an exit door. Interior hallways also provide an excellent opportunity to phase in climate- controlled space in the future.

4. Not getting a geotechnical survey prior to finalizing the budget. In the budget phase, owners and builders often use an earthwork allowance to establish financing. While it may be tempting to skip the geotechnical survey, it reveals the suitability of the soil for this type of construction. If the soil is unsuitable, the builder can allow for undercutting footings or stabilizing the soil if necessary. The cost of the survey varies, but it gives the comfort of knowing the project can be completed under budget, or serves as a red flag indicating more money may be required.

5. Ordering that on sale for a limited time steel-building package. Some owners are lured by the possibility of saving money by ordering a package deal offered by a steel-building supplier. In most cases, the package requires a small down payment, usually 25 percent. Once the vendor has your money, however, everything seems to change. Items such as the number of door openings, the size of doors, roof slope, building code, engineers stamp, etc., often come with additional charges.

Before buying a building package, here are some things to verify:

• Have you received approval from the local zoning department for the size and height of the building(s)?
• Is shipping included in the package cost?
• Will the building be designed to meet local codes?
• Will you be able to get a building permit with the drawings provided, or do you need to hire an architect? Most steel suppliers provide enough detailand an engineers stampon their drawings, eliminating the need for an architects stamp.
• Is trim included in the package? This includes corner trim, gable trim, door trim, gutters and downspouts.
• Are doors and interior partitions included?
• Does the supplier offer technical assistance during building erection or will it handle the erection itself? Local erectors may charge more to put up some companys buildings than others so make sure you know this beforehand.

Once these questions are answered and you compare apples to apples, you may find the package isnt such a great deal. Most building suppliers that specialize in self-storage can beat the price, delivery schedule, quality and completeness of these packageswithout requiring a deposit.

Another problem people have encountered with these building sales is the building gets delivered long before construction starts, leaving the structure exposed to the elements and ultimately requiring more work when the building eventually needs to be moved. If you want your project to run smoothly, leave the building in the hands of the builder.

6. Not using a standing-seam roof. Some owners will consider asphalt shingles or a screw-down metal roof for their buildings. But neither has a life expectancy of even two-thirds that of a standing-seam roof; and while the screw-down roof is less expensive, it has a tendency to leak over time.

The panels of a screw-down roof are drilled and attached directly to the building with fasteners. As the panels expand and contract from fluctuations in temperature, the drill holes elongate and allow water to seep into the building. Perhaps the biggest problem with a roof leak is it can go undetected for months. This spells bad news for the owner whose tenants goods become damaged. Standing-seam panels lock onto clips without any screw-hole penetrations. Fewer penetrations mean fewer possibilities for leaks.

The premium for a standing-seam roof vs. a screw-down roof is about $1 per square foot, but the standing-seam roof will outlast the other by 10 to 20 years. The headaches you will avoid and the longevity of the roof make it worth every penny.

Weather lip at a self storage rolling door.

7. Forgetting the weather lip. The weather lip is a small step in the concrete slab, usually about 1-inch high, behind the roll-up door. It prevents water from entering the building, running across the slab, and damaging the goods being stored. Buildings constructed without this lip offer a full-time career in building maintenance to some poor soul, usually the owner. The weather-lip should be on the building drawings and bid competitively. In this case, it adds approximately $2 per lineal foot of wall where you have exterior roll-up doors.

8. Not insulating the building. Climate-controlled or not, every building should have roof insulation. Metal has a tendency to sweat in the spring and fall when the weather changes. Insulation prevents condensation from dripping inside the building. You can even spend the extra money (about 40 cents per square foot of wall area) to insulate the entire building. That way, if you ever decide to convert the building to climate control, youll have eliminated the headache of having to displace tenants for this step.

9. No climate-controlled storage. Prospective lenders have asked owners, Why are you building climate-controlled storage? The answer is usually, Because the community could use it. One lender actually said, I dont think climate- controlled storage is right for this area because none of your competition has it. The response was, Eureka! That will set us apart from the competition.

Climate-control works in areas with slightly higher-than-average household incomes. People with nicer items to store will pay a premium to keep them out of extreme temperatures. However, if the facility is 100 percent climate-controlled, you may actually turn off some customers, so a mix of both is usually best. Remember that climate control may require additional selling by the manager to be fully realized.

10. Forgetting the gate. An automatic gate allows tenants to access the site after hours, tracks entry and exit activity, and provides priceless information in the unfortunate event of a break-in. Use the gate and fence to ensure only tenants enter the facility. However, its important that new customers can access the rental office without having to go through the gate. Sometimes this takes some ingenuity to accomplish in the planning stages.

Many of the items mentioned in this list can be used as selling points for your facility. A clean, paved, nicely landscaped, fenced-in site with an automatic gate is impressive to prospective tenants. If they feel secure and are pleased with the appearance, they will be willing to rent from you, even if they have to pay a little more.

Tyson Hermes is the vice president of Hermes Construction Co., which offers consulting services for site selection, site analysis and site design, as well as full construction services. For more information, call 859.781.7198; e-mail [email protected]; visit www.hermesconstructionco.com.

The first order of business is to choose a company that manufactures doors, not just a supplier. A supplier might be an independent broker, dealer or other type of middleman that doesnt have the knowledge or expertise to deal with the details of the transaction. With a manufacturer, you deal directly with the source. The company spends time and money to research and develop door improvements and innovations, and it understands all facets of the product, including design, manufacture, assembly, shipping and installation.

The Same but Not

Though all roll-up doors are designed to perform essentially the same functions, theyre not all alike. There are obvious differences for which to look. Some are more subtle than others, but equally important. Here are the three fundamental product attributes you should expect without exception:

Doors should be durable.

After all, they get a lot of action in the course of their lifeup and down, up and down, ad infinitum until they need replacement parts. So a door must not only be able to withstand the repetition of opening and closing, it should do so with ease. This is dependent on several factors, one of which is making sure the door has long-lasting springs that are calibrated to operate without adjustment.

Door curtains should be protected.

Because the nature of self-storage doors is to roll and unroll time and again, their panels must be strongly interlocked so they wont separate during repeated use. The materials used and the interlock design are critical. To avoid damage, its important that door tracks allow additional clearance for curtains to move freely during motion.

Even small features like self-lubricating polyethylene guards and dampening strips can protect against wear and misalignment and extend door life. Dampening strips have two functions. Theyre necessary to protect the curtains paint finish and ensure smooth operation, but they also control noise. Each time a door is raised, a properly designed door-stop system can ensure a safe stop every time. Check with your vendor to make sure its doors have these features.

Doors should weather storms.

Doors installed in areas of extreme weather or hurricanes, such as Florida, the Gulf Coast or the Mid-Atlantic states, should be reinforced and roll-formed to a configuration that handles high wind loads with minimum flex. What about weathering? Higher quality doors are painted with a durable finish so there is little chance they will discolor, fade or rust.

Shipping and Handling

Nothing is more frustrating than having your doors arrive on site and finding them damaged. This can throw off scheduling and cost money in lost time. There are variances in the way each company packs its doors for shipping, so ask your supplier how it ensures safe and secure delivery. Furthermore, door installations are often left up to the buyer, so its important that detailed and understandable instructions come with every shipment.

The Choice Is Yours

In the final analysis, your buying decision revolves around three issues: quality, price and service. Quality and price go hand in hand. If you want a good product, you must be willing to pay for it. If you shop based on price, quality will invariably suffer. Cheaper doors might even look shiny and work fine for a while. Its when things start to fall apart that you realize the error of your ways.

For this reason, warranties are an important aspect of the buying decision. Theres a big difference in warranties, which can seriously impact the cost of maintenance down the road. If you warranty is inadequate or expires too quickly, youll be left paying for repairs.

Finally, consider the level of service you can expect from your door vendor. Once the sale is finalized, expect a reasonable schedule of production and delivery to coincide with your needs. This is where dealing with a manufacturer can be a distinct advantage, because the company usually assigns a project manager or supervisor to monitor your order through the entire process.

Once the doors are delivered, expect advisory assistance from your supplier during installation, regardless of who does the work. This is a critical stage of the process. Proper advice, instructions and installation will ensure trouble-free door use for years to come.

When faced with the task of buying doors, take your time and shop around. Youll be surprised how much you can learn by comparison shopping. In time, youll understand why all doors are not created equal.

Gayel Weaver is the sales coordinator for BDH Systems, which manufactures door and hallway systems for new construction and conversions. BDH is a subsidiary of BETCO Inc., a single-source manufacturer of metal self-storage buildings. For more information, call 704.872.2999; visit www.bdhsystems.com.