Hybrid Management: The Best Of Both Worlds

The self-storage industry is transforming toward hybrid self-storage management solutions in an era defined by a desire for flexibility and efficiency. As the demand for storage space rises, facility owners seek innovative ways to streamline operations, enhance customer experience, and optimize resource utilization. Hybrid self-storage management offers a seamless blend of remote technology and on-site expertise tailored to meet the diverse needs of modern storage facilities. It allows investors to drive down costs while optimizing customer satisfaction, and its dynamic approach leverages the strengths of remote automation and personalized customer service. 

Advantages Of Hybrid Management Models 

Due to varying market conditions, self-storage facility owners should consider using self-storage hybrid management. A hybrid model can provide on-site support, as someone must be present more frequently because of the site size and daily traffic. Self-storage hybrid management models offer a dedicated storage concierge who can take care of tasks such as weekly on-site maintenance, interacting with tenants, facilitating the rental process through the website or call center, showcasing available units to potential tenants, and contributing to grassroots marketing efforts. This model ensures efficient operations and enhanced customer service. It may only be suitable for some facilities; speaking with knowledgeable industry professionals can help you make an informed decision. 

Optimizing Operations With Hybrid Management 

Hybrid management can empower facility owners to easily monitor and manage their operations remotely by using cutting-edge technology, such as advanced security systems and cloud-based management platforms. From real-time access control to automated inventory tracking, solutions streamline day-to-day tasks, freeing valuable time and resources for more strategic initiatives. Of course, sometimes hands-on maintenance or security updates are necessary. 

Strategies For Enhancing Customer Experience 

While technology is pivotal in driving operational efficiency, the human touch sets exceptional self-storage facilities apart. A hybrid approach should ensure that tenants receive personalized attention and assistance whenever needed, whether through virtual consultations or responsive customer support, online or through a call center. Fostering a sense of trust and reliability should help elevate the overall customer experience, promoting long-term loyalty and satisfaction. Customers do not have to wait in long lines or worry about open hours. They will have access if and when needed, which is ideal from an experience perspective. 

Hybrid Self-Storage Management Case Study 

One of Copper Storage Management’s facilities is located at 21 Terminal Way, Norwich, Conn., 06360. The site spans 35,000 square feet and comprises 348 units, offering a variety of storage solutions to meet different needs. Positioned in a strategic location, our facility serves the Norwich community and surrounding areas, providing accessible and secure storage options for both personal and business use. Both the client and Copper Storage Management felt the hybrid model was the best solution for this facility. We interviewed our client to gain further insight on how the hybrid management model has allowed them to drive occupancy and improve the tenant experience. 

Q: When did you acquire the facility?  

A: May 2022 

Q: How many facilities do you own?  

A: 16 

Q: How has the hybrid management model improved your business (having someone on site to perform daily tasks)?  

A: We have someone on site full-time at this facility, which has greatly benefited our operations. 

Q: What about the hybrid management model do you like?  

A: The team is able to quickly clear unrentables, able to make sure the facility is clean, answer questions from tenants, and rent units on site to potential tenants. 

Q: Would you recommend that other owners try the hybrid model at their facility?  

A: There are certain facilities that I feel it’s necessary but not at all of them. If you face issues with vagrancy, cleanliness, etc., it can be a great help. 

Q: What do you like about the remote management model?  

A: Remote management offers cost savings that allow for spending on other improvements. 

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Brett Copper is the director of business development and partner of Copper Storage Management.