Section 10 • Management Charts 10.12 and 10.13 on page 103 and the following


charts from our Universal Storage Group managed stores compare the activity for calls, walk-ins, web inquiries, and to- tal inquiries over the last few years. Notice how dramatic the


changes were in walk-ins and online activity numbers due to the pandemic. By using a robust website and online leasing tools, rentals are actually up 1.4 percent over 2019 for 50 of our locations. Move-outs are down 2.6 percent, and all this meant that net gains were up 35 percent


year over


year. As stated earlier, total web leads for these stores was up 33 percent over the prior year.


All of this data indi-


cates how critical a high functioning website and technology has become to the management of today’s self-storage operation and management. Payments, reservations, online rentals, and more are required to compete. The search result has to take them directly to your rates page, and it must require the fewest clicks possible to do business with you.


In summary, indepen-


dent owner operators are the bulk of our industry. The use of third-party manage- ment


services is growing


within this group due to the continued sophistication re- quired to compete.


Regardless of which type of management exists, con- sumers expect clean, dry, secure self-storage spaces when they come to rent with us. Keeping everything in balance daily is the opera- tor’s mantra. Providing the highest level of customer service and convenience via standard operating procedures benefits


eryone whether a single owner operated store or a store managed by a large operator.


ev-


104 Self-Storage Almanac 2021


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