Edition 37 OCT - DEC 2023
INSIDE THIS ISSUE • HOW TO BECOME 5-STAR CERTIFIED • NEWS ALERT: On the move, inc. now has an in-house claims adjuster! • truck of the quarter • choosing add-on profit centers
www.onthemovetrucks.com | complete rental truck program
CONTENTS
18 introducing
03 Meet the team 04 on the move news 06 WE’RE ON THE MOVE 07 upcoming events 08 New Trucks on the Road
10 ON THE
MOVE unveils new 5-star program 12 Employee spotlight: aj darrah 2 | On The Move
action 3.0
Elevate Your rental Experience
14 CHOOSING
ADD-ON PROFIT CENTERS TO COMPLIMENT YOUR CORE SELF-STORAGE BUSINESS by carol mixon
16 news alert:
20
Strategies for Selling Your Self-Storage Ancillary Products and Services by jim mooney, jr
22 storage gives
24 ramona self storage truck of the quarter
27 new product: ozone generator
on the move 28 now has just for laughs in-house claims 31 adjuster resource guide
Through superior customer service and quality innovative products, On The Move provides their Licensees the ability to add value and profits to their business.
MEET THE TEAM NAME
TITLE
E-MAIL Executive Team
Maury Westerdale
Chairman of the Board
info@onthemovetrucks.com
CJ Stratte
President/CEO
cj@onthemovetrucks.com
Marina Young
Chief Financial Officer
marina@onthemovetrucks.com
Sales Team Daniel Garza
VP of Sales and Operations
daniel@onthemovetrucks.com
Jim Ferguson
Marketing Director
jim@onthemovetrucks.com
Tim Moranz
Specialty Vehicle Manager
tim@onthemovetrucks.com
David Nasis
Sr. Account Executive
david@onthemovetrucks.com
AJ Darrah
Director of Revenue
aj@onthemovetrucks.com
Ryan Richardson
Account Executive
ryan@onthemovetrucks.com
Insurance Agency Priscilla Brito
Insurance Administrator
priscilla@onthemovetrucks.com
Rand Racey
Agency Director
rracey@onthemovetrucks.com
Michael Woolard
Tenant Protection Program Director
m.woolard@onthemovetrucks.com
Jacqueline Roberts
Surplus Lines Specialist
jackie@onthemovetrucks.com
Admin Team Lexie Rose
Controller
lrose@onthemovetrucks.com
Malachai Brand
Staff Accountant
malachai@onthemovetrucks.com
Charly Burch
Operations Admin Assistant
charly@onthemovetrucks.com
Juan Castillo
Warehouse Manager
Juan@onthemovetrucks.com
Noemi Farias
Title and Registration Associate
noemi@onthemovetrucks.com
Karen Lunski
Customer Service Director
karen@onthemovetrucks.com
Bobby Stratte
Warehouse Assistant bobby@onthemovetrucks.com
Sandra Meckel
Claims Adjuster
sandra@onthemovetrucks.com
On The Move | 3
ON THE MOVE NEWS
Back-To-School!
Our On The Move Inc. employees shared pictures of their kiddos as they headed back for a new school year! AJ Darrahj’s daughters Josie & Lorlin and his sons Deklen, Ansen & Inman
CJ Stratte’s son Tristan & daughter Peyton
Charly Burch’s kiddos: Kaylee, Riley & Avery
Mike Woolard’s daughter Baylee Jackie Roberts’ Kids Kayden - 2nd grade Emma - Kindergarten
Jim Ferguson’s Sons Amos & Ashe
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Lexie Rose’s Daughter Zoey Rose - 3rd grade
Priscilla Brito’s daughter Penelope - 2nd and her son Jameson - 1st
On The Move | 5
WE ARE ON THE MOVE
ON THE MOVE TOOK OVER SSA VEGAS!
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EVENTS
UPCOMING 2023-2024 TRADE SHOWS AND CONFERENCES
NAR NXT, THE REALTOR EXPERIENCE November 14-16, 2023
NYSSA “INVESTMENT FORUM” ISS WORLD EXPO April 2-5, 2024 January 9, 2024
INMAN 2024 LAS VEGAS July 29-30, 2024
FLORIDA SELF STORAGE SHOW SSA SPRING CONFERENCE & TRADE SHOW February 5-6, 2024 March 12-14, 2024
On The Move | 7
NEW TRUCKS ON THE ROAD
Imagine what your Truck would look like?
8 | On The Move
Contact us to design your own truck!
On The Move | 9
NEW PROGRAM
Unveiling On The Move's Extraordinary 5-Star Program! Ushering Your Business into a Realm of Unparalleled Excellence
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tep into a world of transformation as On The Move uses its 3 decades of experience within the Self-Storage industry to proudly present the revolutionary 5-Star Program, redefining industry excellence. This marks a new era of unparalleled quality, distinction, and triumph. In a landscape where excellence is paramount, the 5-Star Program stands as a beacon of achievement, guiding you through a journey of continuous improvement and exceptional distinction. This program propels you beyond conventional standards, inviting you to join a league of Self-Storage leaders who not only achieve success but consistently strive for greatness.
What can 5-Star do for you?
Elevate Reputation and Prestige: Elevate your Storage facility’s reputation to new heights, gaining a distinct competitive edge. The 5-star emblem becomes a magnet, attracting customers drawn to your commitment to excellence. Forge Trust and Credibility: Excellence fosters bonds with customers. The program's evaluation and quality standards solidify your position as a provider of top-tier offerings.
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Gained Recognition and Validation: Let your relentless efforts be recognized on a larger scale. A 5-star rating provides invaluable external validation, supporting your occupancy initiatives. Drive Improved Performance: Ignite a culture of perpetual enhancement within your organization. Striving for 5-star excellence serves as a catalyst for innovation, efficiency, and effectiveness, ultimately enhancing your overall operations and outcomes. You’ve seen it in other industries. Attain Competitive Advantage: Surge ahead of competitors with an unmatched edge. The 5-star distinction becomes a symbol of superiority, inspiring customer loyalty and solidifying your position of dominance in the market.
The Journey Begins
Centered on the storage industry, the 5-Star Program revolutionizes success itself. Embrace the holistic On The Move experience, uniting diverse departments to deliver the pinnacle of service. Bid farewell to fragmented solutions as you enter an era of comprehensive excellence.
Your Exclusive Pass
Membership isn't just an acknowledgment—it's a gateway to exclusive privileges. As a 5-star member, you’re entitled to enjoy preferential pricing across all our products. Simplify your selections, embrace efficiency, and enjoy convenience of accessing all your essentials through a single trusted source.
The 5-Star Components
Branded Truck Leasing: Elevate your brand's visibility with every journey, making each move a statement of excellence. Commercial Insurance (Property & Casualty): Safeguard your business's future with top-tier insurance coverage options. Secure Lease: Entrust your rental transactions to industry leaders for unparalleled security. Rental Truck Insurance: Shield your and your customer's assets with industry-tailored insurance coverage, ensuring a secure future for both you and your customers. Action 3.0: Complete Rental Software: Manage rentals and operations seamlessly, making truck rental complexities effortless for you and your customers.
Embrace Your Full Potential
Becoming a 5-star entity signifies more than an achievement; it embodies a commitment to constant growth. Join us as we reshape industry standards and uncover new dimensions of excellence. Reach out today to embark on a transformative journey with On The Move's 5-Star Program, charting a new course for your business endeavors!
On The Move | 11
EMPLOYEE SPOTLIGHT
A.J. Darrah
Position at On The Move: Director of Revenue When did you start working at On The Move? March 13, 2023 Where are you from? Been in Boerne, TX for 5 years, lived in Houston, TX for a decade, and am originally from the Carolinas.
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What did you do before On The Move? Over Sales and Business Development at a Land Survey & Mapping Company based in Texas. Favorite thing about On The Move? How it’s a family-born and family-run business that truly loves its clients first! Tell us about your family: 5 amazing kids all with my beautiful wife Holly. Our family loves spending time with each other, with friends, and with the Lord. Hobbies: Grew up surfing, wakeboarding, and mountain biking. Love to shoot. Now I find myself pursuing my wife, kids, relationships, and the Lord. Sprinkle in some good food by/on the water somewhere and it’s a good time! Favorite animal: Someone else's! (Even though we have 2 great cats) Favorite music: Electronic Weirdest place you’ve visited: North Slope of Alaska over 250 north of the Arctic Circle in the winter. It reminded me of parts of Saudi Arabia but -39º F and “white”.
On The Move | 13
GROWING YOUR BUSINESS
Choosing Add-On Profit Centers to Complement Your Core Self-Storage Business Add-on products and services are becoming more common in the self-storage industry, but few operators go beyond the basics, like moving and packing supplies. There’s so much more you can offer! Get ideas for choosing business complements that’ll help you draw more customers and generate greater revenue.
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by Carol Mixon | Originally posted with Inside Self Storage
elf-storage operation has changed a great deal over the last 40 years. One area of particular growth has been addon profit centers. Buy offering products and services that complement your core business, you won’t only draw more customers and expand awareness of your facility, you’ll drive additional revenue. The practice has become so common in the industry that management offices are now designed to be larger to accommodate ancillary sales. The problem is many self-storage operators stop at the basics: locks, boxes and other moving supplies. Of course, it’s important to meet customers’ packing and storage needs, but there’s so much more you can offer! To maximize income, it’s important to create a mix of profit centers that suit your customer base and business. Following are some ideas.
Options to Consider: Industry Staples
To home in on the add-on products and services that’ll work best for your self-storage business, you need to understand your market and customers. What will complement your existing operation and resonate with prospects and tenants? The most obvious approach is to offer items that attract a broad audience and meet common community needs. This is why so many self-storage operators sell moving and packing supplies, tenant insurance and protection plans, and truck rentals. These have wide appeal, regardless of most market characteristics. Let’s look at just a few of these staples and how you can maximize them.
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Retail sales
These are very popular in self-storage. Most facility operators sell locks, boxes, bubble wrap, dish packs, mattress covers, markers, labels and other items that help customers pack and store their goods. The trick is to ensure you’re making it easy for people to buy—and your staff to sell—these items. I once audited a large facility that sold only $45 worth of boxes in a three-month period. This seemed really low given the size of the property until the manager informed me that all the supplies were set up in a 10-by-20 unit across from the office. The unit stayed closed and out of sight from customers unless someone asked to buy a box. That’s a great example of how not to grow your on ancillary income!
Truck rentals
Offering the free use of a rental truck at move-in is a great way to lease up a new self-storage property, but once the store is stabilized, that truck isn’t used very often. At that point, consider renting it to tenants who are moving out or anyone in the community at large. You can offer it on a daily or even hourly basis. If you wrap the truck with graphics to promote your facility, it also becomes a moving billboard people can see all over town!
Records storage and management
This can be a sizable business, depending on the extent of your commitment. You just need to be careful, as it has the potential to grow too big for your operation.
The simple approach is to dedicate a portion of your storage units for this purpose and market them to local businesses. You can even equip them with shelving for rent or purchase, which makes it easy for customers to “stack and pack” their boxes and keep them safe from tumbling. To truly capitalize on this opportunity, however, it’s best to build a warehouse and implement a barcode system for easy box storage and retrieval. Some operators even offer document shredding and scanning. This is definitely more labor-intensive than regular self-storage. Other widely used profit centers in this industry include boat and RV storage, wine storage, tenant insurance and tenant-protection plans. I won’t expand on those here, but they can all make a great complement to storageunit rentals in the right market.
More Options: Outside the Box
Beyond the abovementioned basics, there are many other add-on profit centers that work well in a self-storage environment. Again, think about your audience and market. What can people in your area really use? What’s unique to your region? For example, Dillingham Blvd. Self Storage in Honolulu caters to the needs of its beachloving customers by offering surfboard and kayak storage! One option that’s frequently overlooked is vending machines for drinks and snacks. All customers get thirsty, especially during a move! Why not capitalize on this need to make a profit? This solution could work on any property. Sometimes, depending on your location, you may need creative ways to lure customers to your property. One is mailbox rentals. I once managed two facilities in the same city that offered this service. One had amazing drive-by traffic and the other was in a residential area. Amazingly, the latter did much more mailbox business. We attributed this to an uptick in home mailbox break-ins and “porch pirates,” but there are all sorts of reasons why people might desire an extra mailbox. Never underestimate the need for privacy! Installing a package-delivery lockbox for Amazon, Fedex or UPS is another option that can bring in foot traffic. You can put the lockers outside your building or in a secure indoor area, so long as it’s accessible to the public. Though these don’t generate revenue, they bring people to your property, where they might decide to rent a unit or buy one of your other add-ons. Another ancillary that can attract public users is a pack-and-ship service. Lots of individuals and businesses sell things online these days, and they need places to send packages. By becoming a hub for this activity, you can bring in extra revenue and attract future tenants, plus the workload can fit well at stores that tend to be slow. If you have self-storage customers who are eBay or Etsy sellers,
remind them that they can ship through you and store their inventory at your site! To help your seller customers even further, consider setting up a photo room where they can take pictures of items they plan to list. All you need is a corner of your management office or a vacant unit. You can even provide a lightbox setup or background that’ll help them present their goods in the best possible manner. You’d be surprised how many people sell things online and don’t have a suitable place to take photos. Rent this space by the hour or the day. Finally, it’s worthwhile to explore office services. I’m talking about things like laminating, photocopying and even notary. Other option to consider, particularly with so much labor transitioning to remote working environments, is to rent out workstations, small offices and a conference room. Some people are desperate to get out of their homes and into a professional workspace, so these are all in high demand.
Sales and Marketing
No matter what you decide to sell at your self-storage facility, you need to get the word out. Use signage inside and out to let people know what you offer. All ancillaries should be promoted on your website and social media pages as well as in regular customer communications, such as your monthly e-newsletter or rent reminder. Bring up relevant options when presenting your property to new customers, matching your individual offerings to their needs. Try to get pictures of people using your add-on profit centers and come up with creative ways to get those images in front of prospects. Testimonials are another great way to stimulate interest. Customers love short videos, too, especially on social media. Think about ways and places to target specific users. For example, smallbusiness owners might need records storage, so why not reach out to them through the local chamber of commerce or newspaper? In some cases, it can be effective to advertise on community bulletin boards.
Community Connection
Creating goodwill within the neighborhood you serve is another factor to consider when choosing add-on profit centers for self-storage. Charitable campaigns and events will bring people to a site. For example, you can host a garage or yard sale, which is always a crowd-pleaser. Passersby will stop whether or not they need anything. It doesn’t matter what kind of market you’re in; folks are always looking for a bargain! The first time I hosted a yard sale, I was extremely skeptical, but we partnered with an animal shelter, which did most of the advertising. The manager let our tenants know they could sell goods out of their units, too. We charged them $15 to rent a 6-foot table, which they had to reserve and pay for in advance. Much to my surprise, we had 85 tenants participate and more than 300 guests attend! We also rented five units that day—three to new customers and two to current tenants who bought a bunch of stuff from other sellers! Honestly, it all boils down to convenience. Customers want products that are fast and easy. They want friendly service and to support local business. Make it easy for them. Welcome them in and offer what they need.
Take a Chance!
As you’ve seen throughout this article, there are a plethora of opportunities to capture ancillary self-storage revenue, directly or indirectly. Whatever add-ons you offer, the goal is to generate new sales leads, rentals and revenue. Above are just a few I’ve used over the years. Look around your community to see what products and services you might be able to offer to enhance your business and assist customers with their needs. Remember, nothing ventured, nothing gained!
Carol Mixon-Krendl is the owner of SkilCheck Services Inc., which provides self-storage auditing, mystery shopping, development and operations consulting, and sales training. She’s owned and managed more than 35 storage locations in the West and is a frequent speaker at industry tradeshows. She’s also written more than 100 articles for various publications and has served on state and national self-storage association boards. For more information, call 800.374.7545; email info@skilcheck.com.
On The Move | 15
NEWS ALERT
NEWS ALERT:
On The Move, Inc. Now Has an In-House Claims Adjuster!
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t On The Move, we understand that filing an insurance claim can be a daunting endeavor. Our aim is to provide superior customer service throughout this process, to ease the burden on those who put their trust and loyalty in us. To that end, we are excited to announce the addition of our full-time, in-house claims adjuster, Sandra Meckel. With 9+ years of insurance experience, Sandra is here to help walk you through the claim-filing procedures to make sure your claim is handled swiftly and correctly. Part of streamlining a claim is making sure that our customers are equipped with knowledge of how an insurance claim will work. The following lists the proper procedure for initiating a claim when doing so becomes necessary: STEP 1: When renting your truck or adding SecureLease coverage to a unit, educate your customer on how to avoid damage and how to report any damage to you, should an incident occur. You will want to keep all signed paperwork (Rental Agreement/Lease Addendum) on file for the duration of the rental/policy term. This is the most crucial step in the claims process. STEP 2: In the event of a loss, instruct your customer to call the police. Make sure to get an incident report that lists all theft/damage losses. *If the police will not respond, document the date, time, and the method by which you attempted to contact them to turn in with the claim. In addition, please take photos of the entire scene of the incident. This includes the vehicles/units involved and the surrounding areas. The more information you show, the better! STEP 3: Gather all necessary documentation, such as rental agreements, policy information, and safety records. In addition, create an inventory itemization with costs, photos, dates purchased, receipts and the renter’s driver’s license. Furthermore, you will need to collect information from any other party involved in the incident, such as driver’s license, license plate, photos of the insured vehicle damage, contact information, and insurance information. STEP 4: Call Sandra Meckel at On The Move, Inc. (830) 428-0787 or email claims@onthemovetrucks.com to get your claim filed and on its way to payment!
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CONTACT US FOR DETAILS AND YOUR OWN GOLF CART TODAY!
ACTION 3.0
Elevate Your Rental Experience: Introducing ACTION 3.0
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n an industry as dynamic as Self-Storage, staying at the forefront of innovation is pivotal for sustained success. Recognizing the challenges faced by Self-Storage businesses in efficiently managing rentals and providing unparalleled customer experiences, we are thrilled to unveil our latest game-changer – ACTION 3.0. This new iteration of our rental software is poised to redefine how you approach rental operations.
Pioneering Progress
The journey of ACTION began in the late 2000s when On The Move, Inc. identified the need for a streamlined rental solution in the truck rental process. Renowned for leasing and selling cargo trucks and vans, our core mission has always been to equip businesses with tools that enhance their operations. The debut of ACTION marked a significant stride forward, enabling online reservations and walk-in processing. This innovation simplified paperwork and saved invaluable time for both renters and managers. Building upon this foundation, ACTION 2.0 made its entrance in 2014. This iteration was a technological leap, introducing added functionalities that enabled managers to expedite rental processes and generate essential rental forms. The added capability for customers to access utilization reports empowered businesses with insightful data.
A New Era: ACTION 3.0
Fast forward another decade, and we're excited to introduce ACTION 3.0 – a comprehensive rental software solution that raises the bar in every aspect. This iteration is the culmination of years of experience, customer feedback, and technological advancements. Our goal with ACTION 3.0 is simple: to empower you with the tools you need to take your rental operations to unprecedented heights while making it simple for your customers.
Key Advantages
• Efficiency Redefined: Time can mean all the difference in the rental industry. ACTION 3.0 brings streamlined workflows and optimized processes, empowering you to manage rentals more efficiently than ever before.
• Swift Rentals: Your customers' time is valuable too. With an end-to-end integrated process, ACTION 3.0 aims to enable customers to complete a rental within a mere 2 minutes. This seamless experience not only enhances customer satisfaction but also contributes to your bottom line.
• Intuitive User Interface: The user interface of ACTION 3.0 boasts a modern, visually appealing design. It's not just about aesthetics; it enhances the overall user experience for both you and your customers, making rental management a breeze.
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• A Better Rental Management Experience With ACTION 3.0, you'll possess a complete rental software solution that's not only packed with cutting-edge functionalities but is also incredibly intuitive to use. From optimizing your rental workflows to empowering your customers with swift and seamless rentals, our latest offering is designed to make a significant positive impact on your operations. The Self-Storage industry is evolving, and so are we. With the launch of ACTION 3.0, we're committed to equipping you with tools that not only keep pace with change but set new standards. You're not just getting software; you're gaining a competitive edge that will set your rental operations apart.
In Closing
Get ready to elevate your rental experience with ACTION 3.0. Join us as we reshape the way you manage rentals, delivering exceptional value, efficiency, and customer satisfaction. Call us today at 800-645-9949 to explore how ACTION 3.0 can elevate your operations and lead your business to new horizons. Welcome to the future of rental software – welcome to ACTION 3.0.
we’ve raised the bar with ACTION 3.0!!
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On The Move | 19
INCREASING PROFIT
Choosing Add-On Profit Centers to Complement Your Core Self-Storage Business Strategies for Selling Your Self-Storage Ancillary Products and Services
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elf-storage managers are always focused on renting units and collecting money due. But have you ever taken a hard look at what else you can do to drive revenue at your facility? One great avenue is profit centers. Offering ancillary products and services can certainly bring in new customers and help you make money—but only if you sell them! Let’s look at a few popular add-ons for self-storage operations and how you can weave them into your sales presentation. With some effort and skill, you can close more deals on these offerings and positively impact your company’s bottom line, which is good for you and the business.
RETAIL PRODUCT
We’re often so focused on getting the self-storage rental that we fail to take advantage of a huge opportunity to generate revenue: selling retail products like boxes, locks and other packing supplies! The right sales tactics can get the average renter to purchase more. Think for a moment about how this might play out. Manager: We can definitely help you with your storage needs and, by the way, have you started packing your things yet? Customer: I’m just looking for a storage unit right now. Manager: OK. Just to let you know, we have a full line of moving and packing supplies right here in the office as well as helpful packing tips so we can make your life easier. Does your new tenant need a lock or at least one box? The answer is “yes” 90 percent of the time. How often does a customer show up on move-in day without a lock? Often. Solve that problem ahead of time by making a lock purchase part of your lease presentation. You can say, “We offer two different locks here. Which would you prefer?” Always assume the sale. Another simple way to sell locks is to carry a contractor clipboard with locks inside when you give facility tours. When showing a unit, open the clipboard and ask the customer which lock he’d like. Don’t ask if he wants one. Again, assume the sale. How many of your customers are professional packers? Probably not many. Have you ever had to lay on the ground and reach under a partially closed unit door to move boxes that fell against it because they were poorly packed? By teaching tenants how to keep boxes full and steady using peanuts or bubble wrap, you’ll make a sale and provide them with a solution. Have you ever moved a dresser or hutch and had a drawer slide out and hit you? Well, if you teach customers how to use shrink wrap to secure drawers and cabinet doors, you can spare them those headaches. Remember, you’re the storage professional. Use your experience to
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by Jim Mooney, Jr. | Originally posted with Inside Self Storage
Just like renting units, selling ancillary products and services at your self-storage facility requires effort and skill. Here are some tips to create a well-crafted presentation to customers and close those profit-center deals! – Jim Mooney Jr. guide the customer in his decision-making and sell more product. It’s important to note that a successful retail program starts with a full, clean showroom. No matter what size office you have, you can create an effective display area. Interact with the customer where the items are and always ask open-ended questions. Instead of asking if he would like to buy some boxes, ask, “How many boxes do you need?” Perhaps offer a discounted bundle or kit. Instead of asking if he wants a mattress cover, which gives him the opportunity to decline, say, “What size mattress do you have? I want to make sure I help you find the right cover.” Let’s do some math. Assume you average 40 self-storage rentals per month. You sell locks at $12 each and have a 90 percent lock-sale penetration rate. That equates to $432 per month, or $5,184 per year. Now, what if you could sell a few boxes and increase your per-tenant retail sales to $27? You’d now have gross sales of $1,080 per month, or $12,960 per year in added revenue.
TENANT INSURANCE AND PROTECTION PLANS
As a manager, one of your main efforts is to take care of customers’ needs. If you aren’t offering them a tenant-insurance or tenant-protection plan, you’re not really doing what’s best for you, the customer or the store. Remember, these programs are designed to protect your tenant as much as if not more than the business. I know a lot of you are saying, “My customer won’t buy it.” One of my mom’s favorite sayings was, “It’s not what you
say, it’s how you say it!” You must be confident and positive in your sales approach. Try something like, “Mr. Customer, that 10-by-10 storage unit is $100 per month, plus we do require all our units to be insured. We recommend the $3,000 policy for $13 per month.” Keep going with the rental process. Don’t stop and don’t hesitate. If he asks about using his homeowner’s insurance or finding a cheaper policy, by all means be honest. Here are some ways to handle objections: If he mentions a homeowner’s policy: You need to check with your provider to ensure it covers a detached dwelling. If it does, great. You just need to provide us a copy of the declarations page. Tell you what, let’s add the [insurance or protection plan] to your rental now so you’re covered per the lease; and as soon as you get me the information, we can remove it. Also, remember, your homeowner’s policy carries a deductible. Our coverage doesn’t. If you ever need to file a claim on your homeowner’s policy, it might cause your premium to go up, too. Our coverage doesn’t have that impact. If he asks about a cheaper option: We do have a base-model program for $2,000 worth of coverage for $9 per month. Will that work for you? Even in this worst-case scenario, you’ve secured an insurance policy for the customer. This is why we start at the mid-level offer: If the tenant squawks about price, you have a step-down option. If you start with the lowest one, where can you go? You may be out of a sale. I can tell you from experience, this approach works. When you take consider the commission a selfstorage facility can earn by offering these programs,
it goes right to the bottom line. Plus, there’s peace of mind in the event of a disaster.
TRUCK RENTALS
Truck rentals are another great source of self-storage income. Think of all the people who rent a unit and need a truck to move their stuff. Your facility can earn 18 to 23 percent commission on every transaction! Plus, trucks bring in more foot traffic, which means more opportunities to rent storage units and sell moving and packing supplies. Finally, it adds another level of activity to your site. People can tell there’s more going on there than just storage. So, you know truck rentals are a great revenue generator, but how do you sell them? Make sure all prospects and tenants know the following from your sales presentation: Your facility is a one-stop-shop for storage, boxes and truck rentals. It’ll be cheaper for them to rent a truck from you than to hire professional movers. The truck is picked up and returned right at your facility, so there’s no need for another stop. Truck size matters, and you can help them choose the best fit for their needs. If your facility offers online booking of truck rentals, make sure they know that, too!
SKILL AND EFFORT
Many self-storage facilities offer these popular products and services, but not all are successful at making them profitable. Just like renting units, it takes skill and effort to sell things like retail merchandise, tenant insurance and protection plans, and truck rentals. Follow the above advice, focus on ancillaries during your sales presentation, close more add-on deals, and increase the bottom line! Jim Mooney Jr. is vice president of operations for Freedom Storage Management. He leverages his 20 years of storage experience to improve the performance of the company’s portfolio of Pennsylvania properties. He was formerly a vice president for Devon Self Storage, where he held various positions. He serves on the Pennsylvania Self Storage Association Board of Directors and has been a speaker at numerous industry events. For more information, call 717.767.2735; e-mail jmooney@freedomstoragemanagement.com; visit www.freedomstoragemanagement.com.
On The Move | 21
GIVING BACK
Storage Gives: A Charitable Initiative Allowing Self-Storage Operators to Make a Positive Global Impact by Stacie Maxwell Originally posted with Inside Self Storage
A self-storage operator and vendor has launched an altruistic initiative to give back to the world at large. Lonnie Bickford, owner of Appletree Storage facilities in Louisiana and founder of StorageAuctions.com, created Storage Gives to support eight charitable organizations. Learn how you can get involved.
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own in the heart of the Louisiana Bayou, a self-storage owner is on a mission to make the world a better place. And he’s actually doing it. Over the past quarter century, Baton Rouge native Lonnie Bickford has owned and operated more than nine storage-related businesses. As a serial entrepreneur, he’s constantly looking for ways to enhance his life, believing there's always room for improvement. In 2016, he came out of retirement to launch StorageAuctions.com, which provides online-auction services to the self-storage industry; but he wanted the business to serve a greater purpose. As it turns out, there was a mission just waiting to emerge in Lonnie’s life. He met his wife, Jacci, almost a decade ago while they were working in Swaziland, Africa. They had partnered with humanitarian organization Children’s Cup to install water wells, build housing and feed local children. They bonded over their love of helping others, and it became their passionate resolution to make a positive impact. Across the world, many children go hungry, and even more lack access to clean water. Lonnie and Jacci seek to support life-giving causes that provide food, water and healthcare to those in need. They use revenue from their auction business to fuel their charitable initiative, Storage Gives, which works with eight global charities to change lives for the better. Read on to see how your self-storage business
can get involved.
How You Can Help
Storage Gives provides an opportunity for self-storage operators to do good work in the world. To participate, you can make cash contributions or donate through your facility auctions. For every unit you sell on StorageAuctions. com, the company provides five meals to a child in need, at no cost to you. You can also commit funds from your auction proceeds, from 5% to 100%. Finally, you can make a direct donation as a company or an individual, any time and in any amount. Storage Gives appreciates all support, and any help in spreading the word is greatly appreciated! As more people become aware of the organization, its influence will grow in many helpful ways. You can feel good about getting involved at any level because Storage Gives is 100% not-for-profit. All donations go directly to the following eight organizations, which have been vetted to ensure they’re in good standing with the IRS and their administration overhead is viewed as professional and proper. • Autism Speaks Inc. • Free Wheelchair Mission • Homes for Our Troops • Mission Feeding • Susan G. Komen for the Cure • RescueLife • Shriners Hospitals for Children • Water for Life
Industry Impact
“So far, we’ve donated nearly $2,000 to Autism Speaks through our StorageAuctions. com auction proceeds. We are so thankful that through Storage Gives, Lonnie and Donna [Morgan-Esquibel] have given us the opportunity to give back to an organization that is so near and dear to us,” says Jennifer Barnett, chief operating officer for property-management firm Absolute Storage Management, which has pledged to contribute 5% of its auction proceeds from all 130 of the facilities it manages. When the Texas Self Storage Association (TSSA) shifted to a virtual platform for its conference last year due to the pandemic, Storage Gives assisted with its annual fundraiser for Shriners Hospitals for Children in Galveston. “The folks at Storage Gives are such wonderful and caring people, and their platform and system for raising money really kept our charitable-fundraising efforts afloat last year,” says TSSA Executive Director Ginny Sutton. This year Storage Gives aims to provide 500,000 meals and 1 million liters of clean water to those in need. Every self-storage professional is encouraged to join this worthy cause. Together we can ensure our industry makes a meaningful, positive impact on the world, changing and improving lives with “every unit, every day.” To learn more about how you can help, visit www.storagegives.org.
Stacie Maxwell is vice president of marketing and training for Universal Storage Group (USG), a self-storage consulting and management firm, where she oversees branding, design, marketing, public relations and more for the company’s 70-plus property portfolio. With more than 20 years of industry experience, she also works closely on USG’s facility-development and transition projects, and is responsible for driving the manager-training program and new-store startup teams. Stacie is a regular speaker at industry events and contributes to publications.To reach her, call 770.285.0421 or visit her profile on LinkedIn.
22 | On The Move
TRUCK OF THE QUARTER
HOW DO YOU USE YOUR TRUCK RENTAL PROGRAM AND WHAT ADVICE DO YOU HAVE FOR OTHERS? We like to rent our truck to tenants, prospective tenants, past tenants and “locals” (we are in a small community). Staff are so fond of this truck, they use discretion when renting (fee or free). Early on, someone used the truck to haul tree and other landscape trimmings to the dump. Staff were outraged! They (not me) set up strict rules to prevent this from repeating . . . they LOVE the truck ! It is more than a revenue source to them.
ramona self storage WHEN AND HOW DID YOU GET INTO THE REAL ESTATE INDUSTRY? SELF STORAGE INDUSTRY? 40 years ago I traveled from San Diego to New Orleans to attended a seminar about this NEW real estate investment alternative . . . they called it MiniWarehouses at the time. I was inspired and determined to become involved. What was then for my family a casual investment is now a generational legacy. WHERE IS YOUR BUSINESS LOCATED? Our 100% owned businesses are located in San Diego and Riverside Counties, California. Our partnership interests are in many Western states and Texas. The facility that is home to this truck is located in Ramona, California (outside of San Diego).
24 | On The Move
DO YOU USE ANY OTHER ON THE MOVE PRODUCTS? (ACTION SOFTWARE, TENANT PROTECTION)
We use the truck insurance program through OTM. We study their materials and accept their advice . . . the other products are not now utilized by us, but we continue to consider them. ANY TRUCK RENTAL TIPS YOU’D LIKE TO SHARE? One “tip” that works for us is that we try to know our customer and the intended use of the truck. We want it back in as good a condition as when the keys were exchanged. This is more important than the rental fee because the truck in pristine condition is so very important to staff and the business.
WHAT IS YOUR FAVORITE FEATURE OF THE TRUCK? To the truck driver, the “passenger” car comfortably is probably the most readily apparent feature. Users tell us time and again that it just “feels good” where they thought it would be awkward and take time to acclimate. ANY SPECIAL STORIES THAT YOU WOULD LIKE TO SHARE ABOUT YOUR TRUCK? Graphics are a big part of the process and ours work for us. On The Move was a huge help with this. Soon after the truck was seen around our small town, one of the largest local Realtors reached out to me to learn all about it . . . and (no surprise here) she purchased her own version from On The Move!! Later, she told me that she liked it so much they would not let anyone (read: darn few) use it !!
WHERE DO YOU PARK YOUR TRUCK? Our truck is parked EVERYWHERE. The storage facility is not on a main street. This vehicle is the business. It is what folks see before they see us. It is our public persona! We park at the corner, coffee shop, library, local sporting and other events . . . everywhere except in front of our competition (and we have even thought about that!). We drive it around our small town just to show off !! : - ) True. HOW DO YOU MARKET YOUR TRUCK? With a truck, graphics and visibility like we have, the truck markets itself AND the business! You can be darn certain that we receive much more business and name recognition from this On The Move vehicle/graphics than we do from a truck load of high priced google clicks! DO YOU OFFER YOUR TRUCK TO ANY CHARITIES? Charities are important to us. They are an integral part of our community. We are as well. We assist local charities with storage space, vehicle use, cash donations, etc. We do this as responsible business citizens not so much for referral business.
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Nick Maalgisi, SIOR National Director SVN Self-Storage Council
(716) 633-9601
Nick.Malagisi@svn.com
NATIONAL SELF STORAGE TEAM
Professional Advisors, Proven Results Our Team Provides:
• Nationwide Representation • Investment brokers with 30+ years of experience • CMBS workout and restructuring • Live and online auction services
Connie Neville, J.D. East Coast Director SVN Self-Storage Council
(781) 696-6241 nevillec@svn.com
Hans Hardisty, CCIM, MBA Managing Director Metro NY / Tri-States Self-Storage Council
(914) 489-7909
hans.hardisty@svn.com
Kristen WilsonAsman Senior Advisor Columbus, Ohio SVN Self-Storage Council
(614) 370-9077
kristen.asman@svn.com
Meredith Mears, Sr. Advisor meredith.mears@svn.com
(443) 944-4464
Mary O’Malley SVN Commercial Advisory Group Sarasota, Fla.
(941) 960-6342
mary.omalley@svn.com
Kateleigh Calloway, Associate Advisor SVN Toomey Property Advisors Mobile, Al/Florida Panhandle
(205) 937-2299
kateleigh.callowway@svn.com
Brian Dano, CCIM
(603) 377-0309
brian.dano@svn.com
Layne McDonald Advisor Las Vegas, NV
(855) 304-0443 www.svnstoragerealty.com
(702) 210-2207
Layne.McDonald@svn.com
NEW PRODUCT
DO YOU HAVE AN ODOR OR INSECT ISSUE
A
IN YOUR BUSINESS, HOME, OR AUTO?
n ozone generator may be just what you need. Ozone gas is very effective at killing insects, mold spores, mold growth, and odors such as pet odors and smoking odors. Ozone gas is regularly used by hospitals to sanitize rooms leaving them with untainted air.
THINGS TO CONSIDER WHEN CHOOSING THE RIGHT OZONE GENERATOR: • A unit with a timer that will shut off after the treatment is completed is best. • A unit with a fan is best because ozone is heavier than air, so it needs to be directed upward. • You should be able to select the appropriate ozone level, so the unit needs that option. • It is important to have a unit with a filter to remove dust and allergens as well. • If upkeep is not your forte, look for a model that requires minimal maintenance.
• Leave the heating/cooling system off during the ozone treatment if possible. A box fan can be used to elevate the gas from the floor area. • If you want to be absolutely certain the air is breathable when the treatment is concluded, test the air with a hand-held ozone detector. Please note, these tips do not replace any instructions that come with your machine, and they are by no means all-encompassing. They offer a general idea of how the process works.
SAFETY CONSIDERATIONS:
• No people, pets, or live plants can be inside the area being treated for up to 2 hours after completed. Bug-killing ozone gas returns to normal oxygen in about 30-45 minutes after turning off the unit. It is a good idea to place signage notifying people of a treatment. • It is a good idea to pre-clean the area to allow the ozone to work more effectively. • So that the ozone gas can reach areas where insects can hide, leave drawers and cabinets open. • Protect electrical equipment by taping over exposed rubber items like gaskets or cover the equipment with plastic sheeting and taped tight. • Close windows and doors except, if possible, leaving one window slightly open to allow fresh air for the ozone generator to turn into ozone gas.
On The Move is now offering the Odor Free Suite 1500 model and is now in stock for Only $329 + shipping. Please contact us at 800-645-9949 to order yours today. On The Move | 27
JUST FOR LAUGHS
28 | On The Move
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RESOURCE GUIDE Truck and SecureLease Claims............ 800-645-9949 Windshield/Glass Repair....................... 800-645-9949 On The Move Roadside Assistance...... 888-242-9044 Order supplies........................................ 800-645-9949 Request cert/ID card.............................. 800-645-9949 ACTION 3.0............................................ 800-645-9949 Submit Address Change Email: admin@onthemovetrucks.com
Important Websites: www.onthemovetrucks.com www.onthemovevehicles.com www.onthemoveinsurance.com www.otmrentals.com
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