Self Storage Lab

swivl
Self Storage Lab

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. In the age of hyper-informed, store-anywhere customers, your business needs to be always on, data-driven, and customer-centered. Whether you’re a thousand location operator or looking to get into self storage with your first property, nerd out with us as we help you decide what’s best for your business. tryswivl.com tryswivl.com/blueprint

  1. -5 ДН.

    Decision-making framework & tech adoption with Atomic Storage Group

    In this episode, Rick Beal and Megan 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 Coda AirBnB Check Out Process Net Promoter Score

    56 мин.

  2. 27 НОЯБ.

    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 ч. 4 мин.

  3. 3 ОКТ.

    Using 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

    57 мин.

  4. 20 АВГ.

    Third 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

    59 мин.

  5. 18 ИЮН.

    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 ч. 2 мин.

  6. 3 ИЮН.

    Week 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 мин.

  7. 8 МАЯ

    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 ч. 9 мин.

  8. 20 МАР.

    Part 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 мин.
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Об этом подкасте

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. In the age of hyper-informed, store-anywhere customers, your business needs to be always on, data-driven, and customer-centered. Whether you’re a thousand location operator or looking to get into self storage with your first property, nerd out with us as we help you decide what’s best for your business. tryswivl.com tryswivl.com/blueprint

Информация

  • Автор
    swivl
  • Годы выхода
    2022 - 2024
  • Выпуски
    27
  • Ограничения
    Без ненормативной лексики
  • Авторские права
    © swivl
  • Сайт подкаста
    Self Storage Lab

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