To Market To Market: How To Choose A Storage Facility

So, you find yourself in a situation constituting a search for self-storage but find yourself surrounded by nothing but utter confusion.  What do you do next?  First of all, prior to that first phone call, here is a list of the most essential information you must have so you find the best fit for you:

1)  What size do you need?

The majority of the phone calls I receive go something like this:  Caller: "Hi, I'm interested in renting a storage unit from you"  Me: "Great! What size do you need?"  Caller: "Um, I don't know" Me: "That's OK.  Do you have just a few boxes or tools or a one bedroom or larger?"  Caller: "Um, I really don't know that either"  Me: "OK, do you have one bedroom and then living room furniture and a table and chairs?"  The result can go one of two ways, either:  "Oh, no!  I have a full two bedroom house full of a lot of furniture" or "Oh, no! I don't have that much, maybe a couch and a twin bed and a few boxes".  At this point, we can make a much better determination and save about 10 of your hard earned time playing the guessing game.  Some self storage facilities (like us) have show rooms that are inside, air conditioned and have the dimensions on the floor for you.

2)  How long will you be with us?

Some storage facilities require you to sign a lease stating that you will be with them for a specific amount of time and some (like us) allow you to go from month to month.  It is very wise to ask this before signing on the dotted line so you know you are not in a binding lease that will cost you more in the long run.  Sometimes having the first month free isn't all it is cracked up to be.

3)  What are ALL of your fees?

Ask to see a list.  Hidden fees you should be aware of:  Required insurance, lock fees, admin fees (these could be labeled as something else such as Move-In fee) and security deposit (and even others depending on the facility you visit).  One question that I am always asked is, "Are these fees one-time-only?"  The answer should ALWAYS be yes, or I would advise checking out other options.  Also, not all facilities require you to purchase insurance or their locks.  If you have mortgage or renters insurance, check with your agent to see if they have a clause that allows you to have stored items covered under your policy.

4)  Are there security or security cameras on the property and is it fenced in?

We live in a day and age where even the safest of areas can have issues.  The facility you choose should at least have security cameras throughout the property.  Things to look for: Security fence, security gate (one entrance and exit if at all possible) and  security cameras and lights throughout the property.  Also, notice the surrounding area.  I know we shouldn't judge things by appearance but when we are storing our items, we should feel look around and ask the question, "would I feel safe walking around in this area?"  If not, it may be worth the trouble to go a little farther out of the area to put your items in a place where you know the crime is low so you can sleep at night.

Think about it this way, you will spend more money driving back and forth to check your items in a seemingly unsafe area than if you know you can trust leaving your items someplace safe and a 20 to 30 minute drive from home.  We are located close to a large school of ministry and some local businesses so we have patrol in our area 24/7 and students walking from building to building all hours of the day and evening even though we are 10 minutes from a high crime area.  Many of our customers drive here from the inner city to store with us and are grateful they do because they know they can rest assured their items will be safe.

Last but not least, is the facility fenced-in?  I once lived in a very rural area and had my items in storage for one month.  The area was not fenced in but the neighbors had some pretty vicious sounding dogs.  Plus, you could count the resident in under a minute.  But, what about areas that aren't quite so small?  I would, personally, never go somewhere that wasn't fenced in with a security fence.  A chain link fence wouldn't keep the neighborhood kids out so what makes a person think a thief couldn't easily scale that fence as well?  Plus, a good set of wire cutters and they are inside.  Sure, it's nice to have 24/7 access to your items but make sure it's because you have a security code to access the security gate 24/7 and not because there is no fence to keep you....or a thief.....out.

5)  Are there added amenities?

Do you have wide lanes and wide turning lanes for larger, moving vehicles?  It's a storage facility, if you can't navigate a moving truck or van around the property, you may want to think twice.  Do you have gutters over your doors?  There is no worse feeling than walking into your unit and find it flooded because the rain had nowhere else to go.  Gutters are essential as well as lanes that are "puddle" proof.  Meaning, when it rains, where will the rain go?  Hopefully the lanes are sloped and going away from the units.  Are the walls secure between each unit?  I had a woman come in once and she was so excited when she gave the wall in her unit a little shove and exclaimed "It doesn't move!"  She had such a big grin on her face as she explained the last place she stored her items had moving walls and she could touch the items in the unit next to hers.  She obviously did not feel her items were secure so she was very pleased to know our walls went wall to wall and were very secure.

6)  Are they offering any specials?

You have not because you have asked not.  I always like to offer the specials ahead of time because I want you to know that you can move in and save money.  I am all about saving money and passing on the latest deal to anyone I meet.  However, this can be a double-edged sword when calling around to different facilities.  "So, I get the first month for free?  Really?  I'll take it!"  But WAIT, there's more!  And they are not going to offer what it is.  Such as, yep, and then you are locked in for 6 months or yep, but next month your rent is $585.  "Wait, what?  For a 5 X 5?"  Yep, but that takes care of our fees and our owner's Rolls Royce collection which is parked in the large units in the back.  No thank you, customer service should be number one but it often is about the buck first.

You have to be careful and don't be afraid to ask "So, what's the catch?" and then ask them for specifics.  Are you tied in for longer than that month?  What are the hidden fees that go along with it? (refer to number 3)  Can I leave and know I won't be charged once my (preferable for you for any facility is month to month leasing) one month lease is up?

I know it sounds like a lot to look for but renting a unit that will store your valuables (even if it's your cookie jar collection and Susie's first blankie) for any period of time is just as important as any other commitment you are making.  You will be signing a legal and binding lease.  There are state laws pertinent to you and your items.  There are items you need to know and have a right to know about.  And many facilities do not offer this knowledge upfront.  So, it is up to you to be the informed consumer and know what to ask and where to look.  Happy Hunting!

Michelle Armstrong
Manager
Star Storage
816-765-7300

Hidden Fees Or "HA! Too late! We've gotcha now!"

I think perhaps one of the worst ways to conduct a business is to incorporate hidden fees or not offer the fees up front when renting a unit to a customer. Every relationship should be based upon trust. I have had many customers call or visit asking me to tell them more about our rates and our facility and upon explaining our fees to them, they would stop me and thank me profusely for being honest with them. Some would even share the horror stories of signing the lease first for a competitor and then having to pay an astronomical fee to get in when they thought they were getting their first month for a dollar.

Honesty is always the best policy. I like to explain to our customers what our fees are immediately. This always leaves an open door for more dialogue. I can explain why we have these fees and in some circumstances, how we can waive these fees. I am then able to tell them about all of our amenities and what we do to keep them happy while they are here. John Russell, President of Harley Davidson, says that "The more you engage with customers the clearer things become and the easier it is to determine what you should be doing." We want our customers to feel valued. We also want them to know once they have placed their items in storage here, they can focus on the other items in their daily lives and not be concerned about what they have here.

Customer service is vastly becoming a thing of the past. Corporate America is growing and we are losing our sense of value for the very people who keep us in business. Henry Ford said it best, "It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages."  If you want to bring in and retain customers, stay honest.  I promise you won't regret it.  

Michelle Armstrong

Manager

Star Storage, Grandview, Missouri

Why Self Storage Helps Take The Stress Off Of Moving

I remember years ago when my Mother told me she was getting a storage unit.  I didn't think much about it until about a year after when she commented she had three.  My Mother is not a pack-rat nor does she own a lot of items.  However, she had downsized into a complex for seniors and after we moved out of state, she took a separate unit to pack the items she was passing along to my son.  Then, two years later, moved her Mother into an assisted living facility and put some of her belongings into a separate unit.  


Although there was the added stress of adding storage rental fees to her already tight budget, it was now convenient for her to go to the appropriate unit to find the necessary items she needed in a more timely fashion.  My Mother is quite simply one of the most organized people I have ever known.  And in today's economy, more and more people are moving due to job change or downsizing.  In other instances, they are storing items for their loved ones.  Multiple families in one home are also becoming more commonplace today. 


According to The City Wire (http://www.thecitywire.com/?q=node/9977):  "The U.S. Census Bureau recently reported that the national mover rate increased from 11.9% in 2008 (the lowest rate since the U.S. Census Bureau began tracking the data in 1948) to 12.5% in 2009. According to data from the “Geographical Mobility: 2009” report, 37.1 million people 1 year and older changed residences in the U.S. within the past year. This represents an increase from 35.2 million in 2008."


Moving is not stress-free in most cases.  And once your items are in your new home, there is the dilemma of organizing.  Self-storage can remove the stress while organizing your new home.  Sometimes it's just a matter of putting your garage items in storage so you can use your garage as a temporary "sorting spot".   In other instances such as moving a child back home or parents moving in with their children, self-storage is also available for extra items.   And let's not forget children who move off to college and leave Mom with a spare room to turn into her sewing room or office space.  There are varying reasons for moving but self storage can be a temporary respite for your items while you are working on alleviating the other stresses in your life.  Let us help take that stress from you so you can move on with your new life.  




Michelle Armstrong
Manager
Star Storage
Grandview, Missouri