Self Storage Lab

By swivlBusiness

Self Storage Lab episodes

December 16, 2024 Decision-making framework & tech adoption with Atomic Storage Group
In this episode, Rick Beal and Magen Smith, co-founders of Atomic Storage Group, share their journey of rapidly scaling their company to manage over 90 facilities across 20 states since its inception in 2019. They discuss their backgrounds, challenges faced, and how they successfully balance technology and the human touch in operations. The conversation delves into their hiring strategies, the importance of educational marketing, and the future trends in self storage, including technology adoption, the rise of hybrid management models, and the significance of keeping operations streamlined and efficient.

In this episode, we discussed:
(01:33) The Origin Story of Atomic Storage
(02:57) Early Challenges and Growth
(03:50) Out-of-the-box Management Strategies
(05:57) Technology and Trends in Self Storage
(11:32) Balancing Efficiency and Personalization
(17:39) Remote Work and Company Culture
(20:18) Client Relationships and Decision Making
(29:51) Generational Preferences
(30:53) Tech Integration in Retail
(32:14) The Fred Factor: Simplifying Tech
(33:56) Hiring Strategies and Common Sense
(40:31) Trends and Innovations in Self Storage
(45:41) Market Expansion and Organic Growth
(52:20) Rapid Fire: Ranking Tech Importance

We mentioned
The Fred Factor

57 min
November 27, 2024 The Modern FMS with Cubby CEO Matt Engfer
In this episode, the first vendor guest, Matt Engfer, CEO and co-founder of Cubby, discusses how his company is transforming the self-storage industry with modern facility management software. Matt shares his journey from various industries—retail, life insurance, martech—and how these experiences influence his approach in self-storage. The conversation explores critical topics like revenue management, future tech landscapes, and the importance of having a product-led company. The discussion delves into practical strategies for pricing, the value of customer feedback, and the nuances of effective marketing in a need-based industry.
In this episode, we discussed:
00:30 Matt Engfer's Journey to Self Storage
01:19 The Inspiration Behind Cubby
02:56 Challenges in the Self Storage Industry
05:07 Matt's Background and Early Career
10:10 Lessons from Marketing and Tech
27:04 Building a Successful Software Company
32:26 Challenges and Opportunities in Self-Storage Tech
33:02 Exploring White Space in Self-Storage
36:45 Revenue Management Strategies
47:39 Marketing's Impact on Revenue
54:30 Customer-Centric Product Development

If you haven’t already, go download the second edition of our industry report:The State of Technology in Self Storage. We cover a ton of data points focused on how operators should think about putting The Modern Customer at the center of their universe.
1 hr 5 min
October 03, 2024Using Technology to Reduce Expenses w/ Raheem Amer
Today’s episode zeroes in on using technology to slash expenses and redefine the role of the manager. We'll discuss everything from the latest tech innovations to old tech and DIY budget-friendly solutions that have stood the test of time. Plus, we'll dive into effective ways to incentivize managers in this evolving tech landscape.

Joining us is Raheem Amer, President at MyPlace Self Storage. With a rich background that includes roles such as president of Mini Mall Storage Properties and senior positions at Devon Self Storage and Extra Space Storage, Raheem brings a wealth of knowledge in operations, acquisition, go-to-market strategy, and revenue management. Today, he'll share his insights on leveraging technology to enhance efficiency and managerial effectiveness.

Mentioned
RaFa

Davinci

CIA Access System

Drones
58 min
August 20, 2024Third Party Marketing Strategies w/ Melissa Stiles of SAM
In this episode of the Self Storage Lab, the focus is on third-party management with a special emphasis on branding and marketing strategies. Melissa Stiles, Chief Marketing Officer at Storage Asset Management (SAM), joins the discussion to share her extensive experience and insights. Key topics include grassroots marketing, reputation management, word-of-mouth referrals, and digital marketing techniques. Melissa also elaborates on the role of influencers, the use of AI in marketing, and how to stay updated with evolving marketing tools. Additionally, Melissa talks about the importance of community-based strategies and handling reviews to enhance brand presence and customer experience.

Mentioned in this Episode
01:01 Melissa's Background and Unique Skills

03:44 Diving into Self Storage Marketing

05:07 Core Principles of Successful Marketing

07:34 Brand Awareness and Grassroots Marketing

14:42 Influencer Marketing in Self Storage (youtube, tiktok, instagram)

24:13 Data-Driven Marketing Decisions

31:12 Leveraging Local Relationships for Marketing

32:11 Exploring Geofencing and Micro-Influencer Strategies

33:54 Brand Differentiation and Hyperlocal Focus

39:05 Reputation Management and Review Strategies

47:14 Integrating AI in Business Operations
1 hr
June 18, 2024 Remote Management and Kiosk Tech w/ Go Store It
Welcome to the Self Storage Lab — where we deconstruct how operators are adapting to today’s technology-driven landscape and how it might impact your business.
In episode 22 of the Self Storage Lab, the team sheds light on how self-storage operators are adapting to the latest in tech. From the latest in kiosk technology to advanced unattended systems, they dive into insights on how operators can make their implementation in manned and unmanned setups work.
Getting nerdy with us today is Beau Agnello, Chief Operating Officer at Go Store It. Beau brings a rich background from his roles at National Storage and Extra Space Storage, where he contributed to product innovation and managed a significant portfolio. Beau emphasizes the importance of enhancing customer experience through technology and shares the data-driven approach Go Store It employs to remain competitive. The conversation also explores the evolution of staff roles, remote management strategies, and lessons learned in integrating new technologies for a consistently excellent customer journey.

Mentioned in this episode
00:23 - Meet Beau Agnello
01:10 - Exploring Remote Management Technology
02:28 - The Evolution of Self-Service Kiosks
04:40 - Customer Journey: Attended vs. Unattended
05:09 - Reframing the Purpose of Kiosks
06:46 - Enhancing Customer Experience with Technology
12:59 - Virtual Management and Security
19:21 - Specializing Roles for Efficiency
22:06 - Data-Driven Insights and Customer Behavior
32:44 - Impact on Business Metrics and Valuation
36:36 - Balancing Cost and Customer Experience
38:25 - Implementing Kiosk Technology: Lessons Learned
39:57 - Understanding Customer Behavior
43:31 - Key Features for Kiosk Solutions
45:19 - Educating Your Team and Customers
49:35 - Exploring Other Technologies
51:28 - Innovations in Other Industries
59:05 - Final Thoughts and Future Directions
1 hr 3 min
June 03, 2024Week in AI: Mishaps, Google Search, Multi-Modal, Hardware Devices
Welcome to the Self Storage Lab — where we deconstruct how operators are adapting to today’s technology-driven landscape and how it might impact your business.

In episode 21 of the Self Storage Lab, we’re diving back into the world of AI with all of the recent buzz over the last week. We review key announcements from the Google I.O. conference, including AI overviews in search, and OpenAI's new product developments. The discussion covers how these advancements might affect search behaviors, content strategies, and digital marketing, especially for businesses dependent on web traffic.

The conversation extends to issues of accuracy and potential disruptions in organic search rankings, exploring the broader impact on operations, security, and customer interactions within the self-storage sector.

Mentioned in this episode:
00:34 Google's AI Overview: A Game Changer?

01:48 Impact on Content Strategies and SEO

02:26 User Experience and Competitor Analysis

04:59 Google's Experimentation and Future Directions

08:01 Monetization Challenges and Global Search Trends

11:10 Adapting Content for AI-Driven Search

20:32 The Role of Thought Leadership and Social Media

27:55 Brand Equity in Self Storage

28:35 Newsletter Announcement

29:01 AI Hallucinations and Accuracy

30:54 The Future of Search and AI

35:12 AI Hardware Innovations

36:43 Wearable AI Devices

40:41 AI in Photography and Self Storage

49:41 AI Agents and Security Systems

52:43 Rapid Fire AI News
59 min
May 08, 2024 Access Control: How SAM and Five Star Storage do it w/ Lynn Sykes & Eric Gardner
Welcome to the Self Storage Lab — where we deconstruct how operators are adapting to today’s technology-driven landscape and how it might impact your business.

This episode explores the critical transition from manual to automated access and security systems in the self-storage industry. It highlights the drive for automation prompted by competitive market dynamics and evolving consumer expectations, particularly from younger, tech-savvy customers.

Guests Eric Gardner, Director of Marketing at Five Star Storage, and Lynn Sykes, Sr. Vice President of Operations at Storage Asset Management, discuss the benefits of sophisticated access and lock systems, including enhanced customer convenience and security, and the operational efficiencies these technologies offer. They delve into the importance of selecting compatible service partners, the impact of these systems on customer service and the staff experience, and the financial considerations of adopting new access control technologies.

The conversation also touches on the need for thorough training and the integration of new technologies with existing systems to ensure seamless operations and enhanced customer satisfaction.

Episode Guide
01:14 Introduction and Personal Journeys
04:17 Exploring Access Control: Definitions, Changes, and Customer Expectations
05:36 Exploring Access Control Systems: From Manual Gates to State-of-the-Art Technology
08:17 The Impact on the Customer and Staff Experience
14:13 The Data-Driven Approach: Leveraging Insights for Strategic Decisions
17:49 The Impact of COVID-19 on Access Patterns and Technology Adoption
20:28 Remote Management and the Role of Technology in Customer Satisfaction
22:49 Technology Adoption and Measuring ROI
26:28 Budgeting for Technology Upgrades in Self Storage Facilities
32:33 Exploring Customer Reviews and Shopping Habits
33:20 The Importance of Customer Service and Service Partners
35:50 Managing Remote and Hub-and-Spoke Locations
38:39 Adopting AI and Security Technologies
44:06 Innovative Access Control and Security Measures
47:22 Marketing Strategies and Customer Communication
53:36 Preparing for Technology Transitions and Upgrades
57:58 Enhancing the Customer Experience
1 hr 9 min
March 20, 2024Part 3 - State of Technology: Conversational Trends
Today’s episode will be the final episode on our special series covering our report on the State of Technology in Self Storage. We discuss our main takeaways from analyzing over 2 million customer conversations used to optimize day to day operations, and cover topics including patterns in customer inquiries, most frequently asked about unit size and amenities, and much more.
If you haven’t already, go download the second edition of our industry report directly on our website We cover a ton of data points focused on how operators should think about putting The Modern Customer at the center of their universe.

Mentioned in this episode

Understanding Customer Inquiries: Service vs. Sales
Our analysis revealed distinct patterns in customer interactions, primarily divided into service-related and sales-related conversations.
Service dominates: Approximately 70% of inquiries are service-related, highlighting the need for efficient account management and payment systems.

Sales opportunities: The remaining conversations focus on unit availability and amenities, signaling strong sales leads.

Operational Efficiencies Through Automation
Automated systems are proving to be a game-changer in managing routine tasks, significantly reducing the operational burden on staff.
Automating routine tasks: Solutions like bill payments and account updates through automation help streamline operations.

Enhanced customer service: Automation not only saves time but also ensures consistent, high-quality customer interactions.

Trends in Customer Behavior
Our analysis unearthed interesting trends regarding customer preferences and behaviors, which can inform targeted marketing and service offerings.
Short-term storage needs: A noticeable shift towards shorter rental periods, with many customers inquiring about monthly or even weekly rentals.

After-hours inquiries: A significant volume of messages arrive outside traditional business hours, suggesting the importance of 24/7 customer service options.

The Rise of Digital Communication
Digital channels are becoming the preferred method for customer interactions, offering opportunities for real-time engagement and support.
Preferred communication channels: Customers are increasingly choosing text messages, web chat, and other digital platforms over phone calls.

Channel effectiveness: Analyzing which digital channels lead to higher conversion rates or more efficient resolution of service issues.

Seasonal Variations and Customer Needs
Our data also highlighted seasonal patterns in customer inquiries, which can help operators anticipate fluctuations and adjust their strategies accordingly.
Seasonality in self-storage: Insights into how customer needs vary by season, informing inventory management and promotional activities.

After-hours engagement: A significant volume of conversations occurs outside of traditional business hours, suggesting the need for around-the-clock support options.

Looking Ahead: Personalization and Precision
The future of self-storage lies in leveraging data to offer personalized experiences and optimize operations based on precise customer insights.
Granular data analysis: The potential to break down data by location or specific customer segments for targeted improvements.

Innovative communication strategies: Exploring new channels and technologies to enhance customer engagement and satisfaction.

As the self-storage industry continues to navigate a technology-driven landscape, understanding and adapting to customer needs through data analysis will be key to staying competitive and delivering exceptional service. Our findings underscore the critical role of automation, digital communication, and personalization in shaping the future of self-storage operations.
37 min
February 05, 2024Part 2 - State of Technology: Understanding Technology Trends
Hoping to stand out in this competitive landscape and focus inwardly on improving operational efficiency, operators are looking to the integration of innovative technology and the inclusion of customer-centric amenities within their facilities.
Today’s episode will be part 2 of 3, where we'll touch on the state of technology being utilized today throughout the industry. We start by breaking down the different tools available to operators, big and small, to help run their day-to day, plus how automaton can make you a better operator.
Mentioned in this episode:
Intro to Technology
We asked ourselves the following questions.
What issues were operators trying to solve this year? / What was top of mind this year?

What to look forward in the coming year?

Online Presence Breakdown
The rise of digital marketing has created different touch-points for customers to engage with your brand. Prospects are now further down the marketing funnel when they eventually talk to your store team. They will have already visited your website, read some reviews, and perhaps browsed through your rates. You have to ensure you can service prospects and tenants wherever they are.

Back of Office Breakdown
The back of office tech stack is the core of running and operating your self storage operations. These tools help an operator easily manage, monitor, and run their stores and their teams. These directly impact operations, revenue, and tenant management and support measures.

Facility Operations Breakdown
Over the last year there’s been a big push on this front. We’ve seen a lot of good stuff at trade shows related to state of the art hardware and software tools. These tools are helping operators streamline facility operations by helping to reduce operating costs and drive a renewed focus on their IN-STORE customer experience.

If you haven’t already, go download the second edition of our industry report “The State of Technology in Self Storage”. We cover a ton of data points focused on how operators should think about putting The Modern Customer at the center of their universe.

We also unpack over 2 million conversations with customers in the past year. We think you’ll really like it.

Stay tuned for Part III where we explore the entirety of swivl’s conversational data trends and how AI is impacting Self Storage today.
1 hr 3 min
December 20, 2023Part I - State of Technology: Uncovering Customer Trends
Consumer behavior has changed and operators need to rapidly adopt technology to stay current in today's economic landscape. Just last week, we put the final touches to our newest edition of the State of Technology in Self Storage. Building off of two years of data and a mass surge towards AI-driven experiences, the report highlights unique insights to showcase how new technologies are affecting the industry.

This special series will be divided into three episodes, going over the main sections of the report:
The Trends our data showed us about the average self storage operator and customer

The key business areas that will be impacted by AI and new technologies.

And, the main takeaways from over 2 million customer conversations used to optimize business operations.
Today’s episode will be part 1 of 3, where we will explore the trends we uncovered from our data and, how operators are adapting to what we call, the Modern Customer.

Mentioned in this episode:

A Year in Review
Recognition of the challenging past 12 months affecting various industries

Tight budgets and cautious spending in response to economic challenges

Changing consumer behavior and the need for rapid adoption of technology

Trend 1: Efficiency Matters
Learn how operators are reassessing their operational stack, optimizing teams, tools, and data to enhance the customer journey's

Addressing organizational bloat and improving overall journey for customers

Emphasis on intelligent automation and resource optimization

Trend 2: Conversations as Meaningful Experiences
Prioritizing customer experience for immediate engagement

The significance of two-way conversations, cross-channel interactions, and deeper customer insights

Empowering customers and creating personal connections

Trend 3: Augmented Intelligence
How are operators leveraging augmented intelligence today

Moving toward a data-driven culture and utilizing machine-generated insights

The focus on workforce evolution and the benefits of an augmented approach

Trend 4: Breaking Silos
Importance of breaking organizational, data, and mentality silos

Embracing team sharing and access to diverse data sources

Overcoming challenges of fragmented customer experiences and duplicated efforts

Common Thread: The Modern Customer
Placing the customer at the center of business decisions

Catering to the expectations of the modern customer

Addressing generational demand and preferences

The significance of seamless and convenient access to physical facilities

Stay tuned for Part II where we explore the technology and customer-centric amenities that operators are investing in to stay competitive.
36 min

About Self Storage Lab

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Join us for our brand new show, The Self Storage Lab–a new podcast deconstructing how operators are adapting to today’s technology-driven landscape and how it might impact your business.