IS REMOTE RIGHT FOR YOUR SITE? Is Remote Right For Your Site?
Six Questions To Help You Decide
By Kerri Fivecoat-Campbell R
emote sites are the talk of the industry right now, but are they the wave of the future? Some
companies have already gone fully remote or are using a remote hybrid. However, the self-storage industry is historically slow to accept change, and some within the industry are resistant. Will DeBord, director of prod-
uct-Nokē at Janus International in Temple, Ga., says two projects in West Virginia that the company partnered with RPG for remote management are doing great. “I recently visited these sites and loved hearing the customers praise the technology and their expe- rience at these remotely managed properties,” says DeBord. “The reality is, you can provide a truly fantastic customer experience without having anyone on site if you leverage the right technology to enable your cus- tomers to have a seamless rental and entry experience.” Of course, with any decision for
management of your property, there are key questions you should answer before you decide if a remote site is best for your self-storage facilities.
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What is a remote site? “Let’s start by clarifying the con-
cept of virtual management, a relatively recent introduction to the self-storage industry that is distinct from the often confused ‘unattended’ facility operation model,” says DeBord. “In an unattended
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model, the absence of on-site staff is notable. Visitors are directed by sig- nage to call a designated phone number for service, which may lead to a call center or, more commonly, the owner or maintenance person.” DeBord explains that the “remote” or
“virtual management” model is also “lacking on-site staff, but it incorporates a centralized customer service hub accessible through various means.” He says customers can automatically con- nect with a remote manager or cus- tomer service person who can assist. Customers also use a variety of tech-forward options, including complet- ing their rental online and smartphone apps for access. On the management side, most functions, including monitor- ing security and overlocking, are also performed off site.
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How big is my property?
“For smaller sites with less than 200 units, remote technology proves incredibly effective,” says Sarah Beth Johnson, director of sales for Universal Storage Group (USG) in Atlanta, Ga. “It helps streamline operations, particularly when there might be staffing shortages or limita- tions.” Johnson further explains that with larger sites, typically more than 60,000 square feet, “the focus shifts towards the significance of
managerial expertise. In this context, the cost of payroll as a percentage of revenue is relatively low. This indi- cates that investing in a top-notch manager who can optimize various aspects of the business, from cus- tomer service to facility cleanliness, becomes crucial.” Carol Mixon, owner of SkilCheck
Services in Marana, Ariz., agrees. She says the first time she had a remote site was in 1989, when a 300-unit facil- ity was only one mile away from a 700- unit facility she managed. While tech- nology has advanced since that time, Mixon concurs that on-site managers are still useful for bigger facilities. “For my location in the San Francisco Bay area with 2,000 spaces, there was no possible way for it to be remote managed. For my locations in rural California, with less than 500 units, it works.”
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management? “We have a lot of clients come to us with this question,” says Mixon. “The
SECOND QUARTER 2024
What are the main benefits of remote
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