CONTENTS
3... Note from SBOA President, Iris Czygan
4... Key Perspectives Unlocked: Jennifer Downer, COO of XPS Solutions, and Her Inspiring Journey
6... Protecting Your Business: How Tenant Insurance and Rental Agreements Work Together
10... Building a Strong HR Foundation: A Treehouse for Success in Self-Storage
12... StorageDefender Launches First-to-Market RV and Boat Smart Solutions
16... Top 5 Tips for Building a Storage Facility in 2025
18... AI-Driven Mystery Shopping: Unlocking Key Insights for Self-Storage Success
20... Bollards: Protection Meets Aesthetics - Enhancing Safety and Style in Self-Storage
22... Mastering Core Customer-Service Skills for Self-Storage Managers
24... Self-Storage Unlocked Webinar Schedule
25... SBOA Internal Audit System
26... Timeless Digital Marketing Strategies for Self-Storage Businesses
30... Trump’s Proposed Tax Changes: What They Mean for Bonus Depreciation and Section 179D
32... Jumpstarting the New Year
34... 3 Ways to Flex your Security Know-How with Smarter Gates
36... Building a Full-Spectrum Marketing Engine
38... Essential Features for Call Management
40... Magazine Sponsors
NOTE FROM THE SBOA PRESIDENT
DearValuedSBOAMembersandVendors,
Aswewelcomeanewyear,I’mexcitedtointroduceanewfeatureinSelfStorageUnlockedMagazine: "UnlockingKeyPerspectives"—aseriesofinsightfuldiscussionswithself-storageindustryleaderswho embodythespiritofgrowth,mentorship,andcommunity InspiredbythefamousJimRohnquote,"Youarethe averageofthefivepeopleyouspendthemosttimewith,"thisserieshighlightsexecutiveswhosestoriesoffer valuablelessonsinleadershipandpersonaldevelopment
Inthisissue,welaunchtheserieswithJenniferDowner,COOofXPSSolutions Jennifersharesherinspiring journeyfromjournalismtopropertymanagementtoexecutiveleadership.Herstoryisapowerfulreminderof theresilience,focus,andbalanceneededtobuildameaningfulcareerwhilestayingtruetopersonalvalues.
Through"UnlockingKeyPerspectives",weaimtoshinealightontheremarkableindividualsdrivingour industryforward,offeringinsightsthatcaninspireyourowngrowthandsuccess Ihopethesestories encourageyoutoreflectonyourgoalsandthepeoplewhoinfluenceyourpath.
Here’stoconnection,growth,andaprosperous2025fortheentireself-storagecommunity!
Warmregards,
IrisCzygan SBOAPresident
IrisCzygan
Key Perspectives Unlocked: Jennifer Downer, COO
Knowing When to Pivot: From Journalist to XPS Solutions COO, Jennifer Downer’s Inspiring Journey
I was so excited when with Jennifer Downer, COO of XPS Solutions, agreed to be my first interview for this series! She has a career path that is as remarkable as it is inspiring. From Jennifer’s early days in journalism to her current leadership role, her journey reflects resilience, adaptability, and an unwavering commitment to growth—both personally and professionally.
Humble Beginnings
Jennifer’s entry into the world of property management was anything but conventional. After leaving behind a career in journalism and managing a hotel, she found herself drawn to the self-storage industry by what she describes as “chance.” In 2007, as a single mom living in a single-wide trailer in her mother’s yard, Jennifer knew she needed to take control of her future.
“I applied for an assistant manager position at a self-storage site in Georgia,” Jennifer recalls. “I didn’t know I could do it, but someone saw potential in me, and that was the opportunity I needed.” That opportunity turned into a 15-year tenure at Absolute Storage Management, where she rose from property manager to regional leader and eventually earned her MBA.
“I craved learning,” Jennifer says. “I wanted to know how everything worked. My mentor, Matt Bailey, never just gave me answers; he pushed me to figure things out. That’s where I learned how to lead—by being hands-on and always asking, ‘How can we do this better?’”
Turning Challenges into Opportunity
The road to leadership hasn’t always been smooth. Jennifer’s career took an unexpected turn when a critical family matter required her to step away from her role as COO at Absolute.
“I needed to be CEO of my family first,” she shares, reflecting on a period of immense personal challenge. But true to her resilient spirit, Jennifer used that time to learn, grow, and reimagine her career. She began consulting for self-storage management companies and exploring opportunities in remote management—an area she now considers the industry’s future.
Jennifer Downer
iris Czygan
of XPS Solutions and Her Inspiring Journey
“I realized I wanted flexibility to be there for my family,” Jennifer explains. “That’s when I took a leap of faith and started consulting. I didn’t know if I could do it, but sometimes you just have to trust yourself.”
The Leap to XPS Solutions
That leap of faith led Jennifer to XPS Solutions, where she initially joined as a consultant. After just a few months, her passion and expertise were undeniable.
“John Traver, the CEO of XPS, asked me to come on board full-time,” Jennifer says. “I told him my family comes first. I didn’t want to miss my kids’ birthdays or special moments. With seven children, those occasions matter deeply to me. He said, ‘Jennifer, we do more than birthdays here.’ That’s when I knew I was home.”
At XPS, Jennifer found a culture that aligned perfectly with her values—one that balanced professionalism with personal connection. “The team genuinely cares about each other and the clients we serve. It’s like a healthy family,” she says. “There are boundaries, clear communication, and mutual respect, which makes all the difference.”
Today, as the COO of XPS Solutions, Jennifer is leading with a mix of compassion, hands-on leadership, and an eye for continuous improvement. Her advice for others stepping into leadership roles is simple but profound:
“Be as hands-on as you can until you don’t have to be. Learn how things work, support your team, and truly listen. You can’t lead from afar if you don’t understand what your people are doing day to day.”
Lessons in Leadership and Life
Jennifer’s journey offers countless lessons for anyone in self-storage, whether they’re just starting or looking to advance their careers. Her story highlights the importance of embracing challenges, investing in personal growth, and building strong relationships along the way.
“People called me an active COO, and I take that as a compliment,” Jennifer said. “You have to be with your team and for your team. Learn their strengths, communicate in ways that work for them, and most importantly, listen actively.”
As Jennifer continues to thrive in her role at XPS Solutions, her story serves as inspiration for the selfstorage community. Whether managing a property, leading a team, or navigating life’s unexpected twists and turns, Jennifer Downer proves that success comes to those who show up, keep learning, and trust the journey.
“At the end of the day, it comes down to kindness and understanding,” Jennifer says. “If you treat people the way you want to be treated, opportunities will come. That’s the secret to this industry—it’s about people.”
Author: Iris Czygan President, SBOA
Protecting Your Business: How Tenant Insurance
hand-in-hand to protect your business.
Why Insurance as a Condition of Rental Matters
One of the primary topics highlighted during the webinar was the importance of including “insurance as a condition of rental” in your lease agreement. This provision clearly informs tenants that your facility is not legally liable for the items they store and that their personal property is not covered by your business’s insurance policy. Instead, tenants are required to carry their own insurance. Carlos Kaslow, attorney and partner at The Self Storage Legal Network, stressed how this clause can protect operators from lawsuits. “Everything comes back to the rental agreement,” Kaslow explained. He recommends including three key elements in every lease:
1. An insurance requirement for tenants.
A value limitation that caps the maximum value of goods tenants can store.
2.
A release of liability for property damage.
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3. According to Kaslow, combining these provisions provides strong legal defense and reduces exposure to unpredictable legal outcomes.
Benefits for Both Staff and Tenants
Tenant insurance isn’t just about protecting the business—it also benefits staff and tenants. Rachel Lewis, Director of Revenue Management at Absolute Storage Management, emphasized how tenant insurance makes operations easier for staff. “It takes our team off of the insurance claim side of it so they can focus on what they do best: storage,” Lewis shared. By eliminating the need for staff to manage claims, insurance providers handle the burden, freeing up time for more critical business tasks.
Lewis also pointed out that well-communicated insurance requirements create trust and clarity for tenants. By setting clear expectations through the lease, tenants understand their responsibilities and the limits of liability, minimizing potential disputes.
and Rental Agreements Work Together
Consistency in Lease Compliance Is Crucial
Even with a solid lease agreement in place, ensuring compliance is critical. Panelist Luke Shardlow, CEO of AI Lean, highlighted the role of consistency in maintaining compliance. His company focuses on automating processes related to lease enforcement, helping operators adhere to state laws. “Consistency and accuracy minimize your exposure,” Shardlow said, emphasizing that even the best agreements can fall short if not enforced uniformly.
Shardlow’s advice underscores an important operational practice: a well-written lease is only effective if consistently applied across all locations and staff members. By equipping staff with clear, enforceable processes, operators can reduce liability and improve operational efficiency.
The Role of a Strong Insurance Partner
Choosing the right tenant insurance provider is another critical component of protecting your business. Nate Trone, Senior Business Manager at Cornerstone Insurance Producers, who administers SBOA Tenant Insurance, advised facility operators to partner with providers who understand self-storage compliance laws. “We give you solutions and processes that you can put in place so compliance doesn’t impede your day-to-day operations,” Trone explained. Having a reliable partner ensures you stay up to date on legal requirements and have access to tools that make compliance easier.
A Holistic Approach to Risk Management
The webinar didn’t just cover tenant insurance—it also offered practical insights on lien laws, effective rental agreements, and managing difficult tenants. These topics are vital for any operator looking to safeguard their facility while maintaining a positive customer experience.
Ultimately, protecting your business requires a holistic approach. By combining a strong rental agreement, consistent enforcement, and a dependable insurance partner, you can reduce legal risk,
To learn more about tenant insurance and how SBOA Tenant Insurance can support your facility, visit
Building a Strong HR Foundation: A Treehouse
Managing a self-storage business, especially one with multiple locations, is a lot like building a treehouse. Just like every plank, nail, and beam has its purpose in creating a safe and reliable structure, running a business requires assembling the right essential elements—compliance, HR, employee benefits, and more — each piece is essential to building a business that’s both functional and scalable.
Compliance: The Solid Base
Compliance forms the base of a treehouse build— the foundation that keeps everything stable and secure. When you operate across multiple states, each one has its own regulations, from labor laws to safety requirements. Missing a piece here can destabilize your whole operation. By staying organized with regular compliance checks and expert support, you can ensure your business stands firm, no matter how many locations you have.
HR: The Connecting Framework
Think of HR as the framework that holds your treehouse together, connecting every part of your business. With a strong HR and business operations strategy, you can make your locations more efficient and manageable. Whether it’s creating consistent communication or fostering unified practices across locations or states, your HR practices need to adapt to fit your needs, allowing you to build a reliable, scalable business.
Benefits: The Unique Finishes
To make your self-storage company stand out, employee benefits are like the creative finishes that make a treehouse special. They can be more standard, such as medical benefits and PTO, or more creative perks—such as flexible schedules, wellness programs, and employee recognition. Offering benefits is a powerful way to attract and retain talent while addressing the challenge of high employee turnover, a frequent issue in this industry. It’s the attention to detail that helps your workplace not only function well but also grow.
Let AlphaStaff Help You Build Your Treehouse for Success
At AlphaStaff, we understand that building a thriving self-storage business is like constructing the perfect treehouse— you need the right tools, materials, and expertise to bring it all together. From compliance to HR to employee benefits, we’ll help you create a strong foundation to support your growth in 2025.
Ready to get started? Contact us today to learn how we can help you take your business to new heights. Learn more at https://thesboa.com/vendors/AlphaStaff.
StorageDefender Launches First-to-Market
Groundbreaking RVDefender™ and MarineDefender™ Products Expand Smart Technology Portfolio and Unlock New Revenue Streams for Self-Storage Owners
StorageDefender™ proudly unveils its latest portfolio innovation with the introduction of RVDefender and MarineDefender, a pair of mobile smart solutions designed to enhance protection by monitoring RVs and boats both on and off storage properties. These first-to-market products provide comprehensive coverage, offering a new, high-value ancillary service that unlocks fresh revenue opportunities for self-storage facilities and RV & boat dealerships.
The Defender duo enables real-time monitoring and tracking, ensuring seamless mobile connectivity wherever the vehicle is stored or traveled. Building on the pioneering success of StorageDefender’s Smart Unit technology, RV and MarineDefender deliver peace of mind to customers and open a valuable revenue stream for operators.
Key Features of RVDefender and MarineDefender:
24/7 On-Premise & Off-Premise Monitoring: Added oversight and protection for RV and boat owners, whether the vehicle is stored on-site or in transit.
SMS-Based Conversational Interface: Easy-to-use, text-based system that eliminates the need for mobile apps.
VisualVerify™ Technology: Utilizes StorageDefender’s patent-pending technology for enhanced visual image authentication.
Geo-Tracking: Tracks asset location, offering peace of mind and added protection against unauthorized movement.
Web Management Portal Integration: Seamlessly integrates with StorageDefender’s 3rd generation management portal.
Long Battery Life: Mobile smart device includes an intelligent battery management system that ensures long-lasting monitoring with minimal maintenance.
and Boat Smart Solutions
By adding RV and MarineDefender, we continue to demonstrate our deep commitment to listening to our partners and advancing smart solutions for self-storage and beyond,” said Mark Cieri, CEO of StorageDefender. “With the unmatched capabilities of our new Defender products, facilities will be able to offer a premium service that not only enhances the customer experience but also drives new revenue opportunities for both enclosed storage spaces and parking spots.”
RVDefender and MarineDefender are sampling select partners in Q4 2024, with general availability planned for Q1 2025.
About StorageDefender Inc: StorageDefender is a pioneer and national leader in Smart Units-as-a-service for the self-storage industry. Our user-friendly tenant service and operator software, combined with advanced Smart Unit and Smart Zone sensors, empower self-storage facilities nationwide to modernize their operations, monetize offerings, and enhance tenant experiences.
For more information on incorporating StorageDefender into your facilities, visit our website at www.storage-defender.com or call (877) 533-3363.
Author: Mark Cieri CEO StorageDefender
Top 5 Tips for Building a Storage Facility in 2025
Constructing a self-storage facility is a significant investment, but with the right planning and execution, it can lead to long-term success. With demand for storage increasing due to urban growth, lifestyle changes, and business needs, there’s plenty of opportunity—if you do it right. Here are five key tips to help you build a competitive and profitable self-storage facility in 2025.
1. Conduct Thorough Market Research
Before breaking ground, it’s crucial to validate the need for self-storage in your area. Entering an oversaturated market can quickly erode profitability. Start by analyzing the competition—study local facilities’ pricing, occupancy rates, and amenities to identify gaps.
Look for key demand drivers, such as residential developments, population density, and nearby small businesses. High-growth areas with lots of renters and small businesses tend to generate steady demand for storage. To stand out, consider offering unique features like climate-controlled units, smart access systems, or enhanced security measures.
2. Choose a Prime Location
A well-located self-storage facility can reduce your marketing costs by naturally attracting customers. Choose a site that’s easily visible and accessible from major roads or highways. Proximity to densely populated neighborhoods, retail areas, or new housing developments is ideal.
Be sure to check zoning requirements early. Securing a site that’s already zoned for self-storage will speed up the process. Additionally, consider future developments in the area—building in a growing community means sustained demand over time.
Partnering with experts like A-lert Systems, who specialize in self-storage construction, can help ensure your site meets all local zoning and accessibility requirements.
3. Budget Carefully—And Include a Buffer
Accurate budgeting is crucial to avoid costly delays or running out of resources mid-project. When preparing your budget, include core expenses like land acquisition, permits, materials, labor, and utilities. Don’t overlook hidden costs such as insurance, landscaping, signage, and marketing.
Always set aside a contingency fund of 10-20% to cover unexpected issues, like weather delays or rising material costs. Proper financial planning ensures that your project stays on track and minimizes the risk of costly surprises. A solid budget also strengthens your case when securing financing from lenders or investors.
4. Secure Zoning Approvals Early
Zoning and permitting can be one of the biggest hurdles in self-storage construction. Delays in these processes can derail your timeline and inflate costs. To avoid this, start working on zoning approvals as soon as you secure your site.
Engage with local officials and planning boards early to ensure compliance with all regulations. Working with experienced consultants or industry-specific contractors can help you navigate the complexities of zoning and permitting. A-lert Systems, known for their expertise in self-storage construction, can be invaluable in helping you meet regulatory requirements and keeping your project on schedule.
5. Hire Self-Storage Experts
Self-storage construction requires specialized expertise. Hiring contractors, architects, and engineers experienced in building self-storage facilities can save you time and money while ensuring the end product meets tenant expectations.
Look for contractors who understand key elements like efficient unit layouts, traffic flow, and modern security systems. Offering smart features—such as mobile app access, online reservations, and climate-controlled units—can make your facility more appealing to tenants.
A trusted partner like A-lert Systems can streamline the construction process and ensure your facility is built to industry standards. Their experience in self-storage-specific designs and construction methods will help you avoid common pitfalls and deliver a high-quality product.
Final Thoughts
Building a self-storage facility in 2025 offers significant opportunities, but success depends on thorough planning, careful budgeting, and smart partnerships. By conducting detailed market research, choosing a strategic location, managing your budget wisely, securing permits early, and hiring experienced professionals, you’ll be well-positioned to create a thriving self-storage business.
In a competitive market, it’s the thoughtful details—like enhanced security, easy accessibility, and unique amenities—that set facilities apart. With proper execution, your self-storage facility can become a valuable asset that meets customer needs and delivers consistent returns.
For more guidance on building a successful self-storage facility, reach out to A-lert Systems for additional resources.
AI-Driven Mystery Shopping: Unlocking Key
In today’s competitive self-storage market, having the right data at your fingertips is key to staying ahead. Mystery shopping is a powerful way to gather this data—allowing you to see your business through the eyes of a customer and identify areas for improvement. The SBOA, in partnership with Mercantile Systems, Inc. (MSI), takes this a step further by combining straightforward data reporting and dashboard tools with advanced AI-driven analysis, giving facility owners and operators a 360degree view of their performance.
Mystery Shopping as a Powerful Data Collection Tool - What is SBOA Mystery Shopping?
SBOA Mystery Shopping provides real, actionable insights into how your self-storage facility performs in key areas—customer service, cleanliness, security, and overall experience. Professional mystery shoppers act as potential customers, evaluating everything from how phone inquiries are handled to the ease of navigating your property.
Beyond Basic Dashboards: Taking Insights to the Next Level with AI
While our dashboards and basic analytics give you a solid overview, MSI’s AI capabilities propel your mystery shopping data even further. Here’s how:
Deeper Trend Analysis: By applying AI, MSI can highlight patterns and discrepancies across multiple facilities—spotting where customer service is thriving or flagging where performance consistently lags.
1. Actionable Customer Experience Insights: MSI’s AI doesn’t just collect data; it interprets it. Rather than simply reading a list of feedback, you’ll receive clear, data-driven recommendations for boosting customer satisfaction.
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2. Predictive Analytics: Over time, AI can forecast issues before they arise. If certain conditions— like long wait times—lead to drops in customer satisfaction, you’ll know in advance so you can fix the problem.
4. Key Benefits of SBOA
Advanced Reporting & Dashboards: Building on our existing dashboards, MSI’s AI-driven insights can produce sophisticated visualizations and predictive models that help you make strategic decisions faster.
Mystery Shopping
Improved Customer Experience: Mystery shopping reveals how customers truly perceive your business, allowing you to optimize every interaction from the initial phone call to on-site visits.
Increased Revenue Opportunities: By identifying areas where staff can improve their sales approach—like upselling larger units—you can boost revenue while also strengthening customer relationships.
Stronger Brand Reputation: Consistency is key in self-storage. Ongoing mystery shopping and analysis help ensure every location aligns with your brand standards, building trust in the market. Continuous Improvement: SBOA Mystery Shopping is not a one-time evaluation—it’s an ongoing process. Frequent assessments and AI-driven insights keep you agile, helping you adapt to customer needs and emerging industry trends.
How It Works
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Initial Setup: We start by defining your goals—whether you’re focusing on phone inquiries, property cleanliness, or sales effectiveness.
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Mystery Shopping Visits: Professional shoppers with self-storage expertise evaluate your facility in person or over the phone, ensuring consistent, objective assessments.
Insights for Self-Storage Success
1
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Dashboards and Basic Analytics: Your mystery shopping data is presented in clear, easy-tounderstand dashboards. You’ll see metrics like customer satisfaction, average wait times, and staff performance at a glance.
Next-Level AI Analysis: If you want deeper insights, MSI’s AI tools analyze your data to reveal patterns, trends, and predictive insights, guiding your strategy with greater precision.
Why Choose SBOA Mystery Shopping?
When you pair SBOA’s foundational data-collection tools with Mercantile Systems, Inc.’s AI expertise, you get unparalleled insights into your operations. This integrated approach goes beyond traditional mystery shopping, enabling operators to enhance service quality, drive revenue, and stay competitive in an evolving marketplace.
Ready to Unlock Your Business Potential?
If you’re looking to elevate your self-storage operation, SBOA Mystery Shopping—combined with MSI’s advanced AI capabilities—is your answer. By uniting hands-on evaluation with both basic and AI-driven analytics, you’ll gain the clarity and confidence to improve customer experience, boost revenue, and strengthen your brand.
To learn more or schedule your first mystery shopping evaluation, click here. Click on the video above to see an actual mystery shop with AI-driven reporting.
Bollards: Protection Meets Aesthetics
Enhancing Safety and Style in Self-Storage
Post Guard bollards and bollard covers play a big role with enhancing safety, functionality, and aesthetic appeal at self-storage facilities. Our steel bollards are come in a variety of finishes and they serve as protective barriers to safeguard buildings, storage units, and pedestrian areas from accidental vehicle collisions. Bollards can be strategically placed near entrances, gates, and loading zones to prevent damage to property while ensuring the safety of customers and staff.
Why paint? Post Guard bollard covers are a cost-effective solution to scrapping and painting those rusty posts. Our good looking plastic covers maintain the appearance of bollards while reducing maintenance costs. They come in various colors and designs which can match your business color theme and branding. Brightly colored covers, such as yellow or red, can increase visibility and alert drivers to the posts and help them navigate safely within the facility.
You can also choose different designs like dome top, flat top or decorative covers. In addition to their protection qualities, bollards and covers contribute to organizational efficiency. They can be used to delineate parking spaces, loading zones, and pedestrian pathways, creating a more orderly environment for customers moving items in and out of their units.
By investing in bollards and covers, self-storage facilities can improve safety, minimize repair costs, and create a welcoming and nice appearance for customers. This simple yet effective purchase ensures both property protection and a better customer experience.
For more information about Post Guard bollards, covers or other property protection products, please visit www.postguard.com or call 866-737-8900.
Author: Shari Bence Director of Sales Post Guard
Mastering Core Customer-Service Skills for Self-
In the self-storage industry, exceptional customer service is the key to standing out and building tenant loyalty. While facilities can offer competitive rates, clean units, advanced security, and prime locations, how managers interact with customers makes the difference. By mastering core customer service skills, self-storage managers can deliver a world-class experience that keeps tenants satisfied and coming back.
1. Effective Communication
Clear communication ensures tenants understand rental terms, payment schedules, and facility policies. It’s not just about sharing information but delivering it in a way that builds trust and clarity. Tips: Use simple language, maintain a positive tone, and respond to inquiries promptly.
2. Active Listening
Active listening demonstrates that customers’ concerns are heard and valued. Whether a tenant is unsure about unit sizes or has a billing question, listening attentively ensures efficient resolutions. Techniques: Maintain eye contact, paraphrase their concerns to confirm understanding, and avoid interruptions.
3. Problem-Solving
Issues like billing disputes or maintenance problems are inevitable. Great managers approach challenges calmly and work to find solutions that meet tenant needs while adhering to company policies.
Steps: Acknowledge the issue, gather details, offer a solution, and follow up to ensure satisfaction.
4. Empathy and Professionalism
Many tenants are going through stressful transitions—moving, downsizing, or dealing with loss. Showing compassion while maintaining professionalism creates a more supportive experience. Ways to Show Empathy: Use phrases like “I understand how that feels,” remain patient, and treat all interactions with respect.
5. Time Management
Balancing daily tasks with customer interactions is a challenge. Managers must prioritize tenant needs while keeping operations running smoothly.
Tips: Streamline processes, automate administrative tasks, and dedicate focused time to customer support.
Enhancing Service with XPS Solutions
While these skills are essential, self-storage managers often juggle multiple responsibilities, which can make delivering consistent service a challenge. That’s where XPS Solutions can help.
XPS Contact Center Services: Ensure no call goes unanswered with 104 hours a week of professional support. From handling inquiries to processing payments, XPS ensures tenants receive exceptional service.
XPS Remote Management: Streamline operations and customer support with remote management experts. While your on-site managers focus on face-to-face interactions, XPS can handle everything from tenant concerns to delinquency follow up.
Storage Managers
With XPS Solutions, your team gains the support they need to deliver a seamless, world-class customer experience while freeing up time to focus on what matters most—serving your tenants.
Conclusion
By mastering effective communication, active listening, problem-solving, empathy, and time management, self-storage managers can create a customer-first culture. Partnering with XPS Solutions ensures your team is equipped to deliver outstanding service, every time.
Ready to enhance your customer experience? Let XPS Solutions help you achieve tenant satisfaction and operational excellence.
Timeless Digital Marketing Strategies for Self-
In today’s fast-paced, ever-changing society, staying ahead can be challenging. As a storage facility owner, keeping up with digital marketing is essential in this hypercompetitive industry. By focusing on proven strategies, you can cut through the noise and achieve long-term success.
Building a Future-Proof Digital Marketing Strategy
Some strategies never go out of style. Combining a user-friendly website, search engine optimization (SEO), content marketing, local listings, Google Business Profile updates, and social media can deliver measurable, lasting results.
Developing a Strong Online Presence
A high-performing website is the cornerstone of a strong online presence. Ensure your site is welldesigned, easy to navigate, and provides quick access to information. Since mobile usage dominates, your site must also be optimized for mobile devices to meet user expectations and stay competitive.
Maintaining SEO Best Practices
To ensure users can easily find your facility through online searches, it's crucial to optimize your website for search engines. Following SEO best practices is key, such as using keyword-rich meta tags, incorporating high-quality images with relevant image alt tags, and offering valuable content for users. Technical SEO practices are also important, including the proper use of H1 and H2 elements, as well as implementing schema markups (structured data). These practices help search engine crawlers understand your website content, ultimately improving your rankings on search engine results pages (SERPs).
Publishing Valuable Content
Content is the cornerstone of any successful marketing strategy. By sharing your expertise through blogs, social media, and FAQs, you not only meet the needs of your tenants but also foster trust. For instance, sharing posts with storage tips or answering common questions adds value and promotes engagement.
Engaging on Social Platforms
Social media keeps you connected with your local audience. Focus on platforms where your audience is most active. For older demographics, Facebook and Instagram work well. Consistency is key—post regularly to maintain visibility and engagement.
Storage Businesses
Adapting to Trends While Staying Focused
Future-proofing your marketing requires balancing innovation with proven strategies.
Stay informed about storage industry developments and digital marketing trends. For example, touchless technology is a growing trend that storage businesses are increasingly adopting.
The Long Game: Combining Innovation with Core Strategies
A successful digital marketing strategy balances timeless methods with the flexibility to adapt. By implementing userfriendly websites, SEO, valuable content, and social media engagement, you will lay a foundation for long-term success.
Partner with the Experts
Ready to future-proof your strategy? Partner with The Storage Group®. Our in-house team of digital marketing experts stays ahead of trends and delivers results. Contact us today for a demo at (407) 392-2328 and see how we can elevate your marketing efforts.
Trump’s Proposed Tax Changes: What They Mean
As the nation’s leading provider of engineering-based Cost Segregation Studies and Section 179D Energy Efficiency Commercial Building Studies, CSSI is closely monitoring potential changes to business tax policy. Two key areas of focus under the proposed Trump administration policies could significantly impact how self-storage businesses handle depreciation and energy efficiency deductions.
The Return of 100% Bonus Depreciation
The current phase-out of bonus depreciation has been a growing concern for many property owners and businesses. Under existing law, the 100% immediate expensing benefit is being reduced by 20% each year until its complete elimination in 2027. However, proposed changes under the Trump administration could reverse this trend, offering significant opportunities for property owners and businesses.
What this means for property owners and businesses:
Immediate expensing of the full cost of qualifying property
Enhanced cash flow benefits in the year of purchase
Greater flexibility in investment planning
Potential for increased capital investments
For commercial property owners, this change could make cost segregation studies even more valuable. By identifying building components eligible for accelerated depreciation, owners could maximize the benefits of restored 100% bonus depreciation.
Are the 179D Energy Efficiency Commercial Building Tax Deduction Benefits Changing?
Section 179D provides for additional deductions for owners and designers of energy efficient commercial buildings. Self-storage owners who have constructed buildings or made renovations since 2006 may benefit from the 179D deduction. The 179D deduction is calculated based on the energy efficiency of a building that include Lighting, HVAC/Hot Water, and Building Envelope systems compared to a base building.When an owner constructs a building that is more energy efficient than the minimum ASHRAE standards, the owners can claim a tax deduction.
for Bonus Depreciation and Section 179D
While much of the energy efficiency requirements have stayed the same, 2023 provides updated standard and increased tax deductions. To qualify for the increased deduction, projects must meet certain prevailing wage and apprenticeship requirements. These changes came about in the Inflation Reduction Act of 2022 (IRA) bill passed by President Biden. Incoming President Trump has spoken about repealing the IRA. Some people caution it and suggest tweaking for other benefits. Self-storage owners can still capture this tax benefit; however, the new administration could adjust the deduction dollar amounts starting in 2025. CSSI will monitor these changes and inform the SBOA membership of important updates.
Strategic Planning Considerations
As these potential changes develop, businesses should consider:
Timing of capital investments
1. Evaluation of current depreciation strategies
2. Capturing the 179D benefit with new construction or renovations take place
3. Consultation with tax specialists to maximize benefits
4.
Looking Ahead
While these proposals are still pending implementation, working with experienced specialists like CSSI can help ensure your business is positioned to take full advantage of any tax policy changes. Our expertise in both cost segregation and Section 179D makes us uniquely qualified to help businesses navigate these potential changes.
With over 45,000 completed studies nationwide, CSSI stands ready to help you optimize your tax strategy under current and future tax policies. Contact us to learn how these proposed changes could benefit your business.
About the Authors: Warren Dazzio serves as EVP for CSSI and has spoken for state and national Self Storage Associations and provided his services for hundreds of self-storage owners. As VP of CSSI, Brian Liles has 25 years of management experience with Fortune 500 companies and also has over 22 years of experience in the Energy Savings Industry, completing over $215M in energy projects. Brian has completed LED and 179D projects for 60+ Self Storage facilities.
Author: Warren Dazzio
Executive Vice President CSSI
Author: Brian Liles
Vice President CSSI
Jumpstarting the New Year
As the new year begins, self-storage operators have a prime opportunity to set the stage for a successful and profitable year. Focusing on preparation and proactive planning will ensure you hit the ground running.
1. Fine-Tune Your Budget
Your budget is the backbone of your business success. Start the year by reviewing last year’s numbers and identifying areas for improvement. Are your pricing strategies competitive? Do you need to allocate more funds for marketing or property maintenance? Establish clear monthly financial goals and track them closely. Having a well-defined budget will help you monitor cash flow, plan for growth, and prepare for any unforeseen challenges.
2. Outline Your Monthly Marketing Goals
Marketing is essential for attracting new tenants and retaining existing ones. Develop a marketing plan that includes specific, measurable monthly goals. Start with identifying your target audience and the channels that best reach them—such as Google Ads, on the ground marketing, or email campaigns. Regularly update your marketing calendar to track progress, and don’t forget to monitor return ROI to ensure your efforts are effective.
3. Ensure Your Facility is Rent-Ready
Start the year with a comprehensive walkthrough of your property. Ensure all units are clean, functional, and ready to rent. Address any repairs, repainting, or minor improvements needed to make your facility look its best. Keep driveways, hallways, and common areas free of clutter and debris. A fresh, well-kept property not only attracts more customers but also instills confidence in your operation.
4. Optimize Your Website
Update your website with current, high-quality photos of your property, including interior and exterior images. Ensure your contact information, pricing, and available units are accurate and easy to find. A mobile-friendly design is crucial, as more customers search for storage options on their phones. Additionally, check that your online rental process is user-friendly, allowing customers to seamlessly reserve units or make payments.
5. Review Your Lease and Lien Laws
Start by reviewing your lease agreement to ensure it aligns with the most current state laws and industry best practices. Lien laws, which govern the handling of delinquent accounts and auctions, can change, so it’s important to stay up to date. Consult with a storage legal expert or your state’s self-storage association to verify compliance and make any necessary updates to your documents.
6. Provide Ongoing Education for Managers
Equip your managers with tools and resources to succeed, such as industry webinars, training programs, or self-storage conferences. Ongoing education helps managers stay informed about the latest trends, customer service strategies, and sales techniques, enabling them to perform at their best. A knowledgeable, well-trained manager is more likely to deliver excellent service and drive business growth.
Final Thoughts
Jumpstarting the new year in self-storage requires a combination of organization, strategy, and attention to detail. By fine-tuning your budget, outlining monthly marketing goals, ensuring your facility and website are in top shape, staying compliant with state laws, and investing in ongoing education, you’ll position your business for a strong year ahead.
Author: Sarah Beth Johnson
Vice President of Sales and Development
Universal Storage Group
3 Ways to Flex your Security Know-How with
The good news is that today’s technology is getting smarter to fix what your facility may be lacking from a security standpoint. The bad news is criminals are getting smarter, too. In fact, safety and security measures at many self-storage facilities haven’t kept up with the criminals in terms of sophistication, with many owner-operators opting to invest their capital in improvements like landscaping or solar panels but now realizing that it’s time to catch up on security. But it doesn’t have to be one or the other when it comes to today’s smart technology. Take gates, for instance.
Operators have found that when they implement a total access control system starting at the gate, they have lower crime rates and can take advantage of an all-around safer and more secure selfstorage facility. And at Janus International, our Access Control Technologies (ACT) division can customize a turnkey security gate from concept to completion and add access control to make your gates smarter and more secure. Here’s how.
Keypads. Don't make the mistake of installing a one-way keypad that's not secure and doesn't give you a way for tracking how long a tenant is on your site. The best way to have more visibility and control into who's accessing your facility and when is by installing an app-based gate operation. Our Nokē Pad allows tenants to punch in a code at the gate or bypass it altogether with their smart device or Bluetooth key fob.
Keyless entry. There’s also forward-thinking technology that allows you to control the gate from anywhere at any time. And as the largest integrator of access control products, like Nokē Smart Entry, our high-tech integration fits within existing onsite infrastructures. This total access control system uses Bluetooth electronic smart locks that allow your customers to easily access your facility and their unit doors from a smart device, meaning they can kiss goodbye easily forgotten keys and gate codes.
At the same time, you get to take advantage of enhanced visibility and control into who’s accessing your facility. That’s because the smart entry system stores an automatic activity log on the Cloud, so you’ll know who’s coming and going at all times.
Smarter Gates
Surveillance cameras and alarms. Video cameras have also come a long away in helping selfstorage facilities eliminate theft and vandalism. Our most frequently installed solutions are stateof-the-art CCTV video surveillance security camera and alarm systems that include motionactivated, infrared night vision and sound-enabled cameras that you can watch live, view previous recordings or listen to on-site using your iPhone, iPad or Android device. Other important features include license plate reader cameras and intrusion alarm systems.
Smarter Security Inside and Out
The gate operator, access control and surveillance technology you choose for your self-storage facility is critical in preventing unauthorized access and theft. By choosing wisely with today’s smart security solutions, you can finally have that much-needed extra line of defense you’ve been searching for to outsmart even the craftiest of criminals.
Click here to learn more about how ACT solutions and services help keep your self-storage facility safe and secure at Contact ACT.
Author: Brian Pascual
Marketing Director Janus International
Building a Full-Spectrum Marketing Engine
Building a marketing engine is no easy feat – nor something your business can live without. A structured approach to organic reach, website SEO, paid ads, and local search optimization is needed to capture new leads, re-engage past customers, and stay top-of-mind for potential renters. Building a Website: The Core of Your Online Presence
Your website serves as the digital storefront for your facility. An intuitive, user-friendly website is critical for driving conversions, collecting online payments, and providing remote access along with a seamless experience for your customers.
Here are some of the cornerstones of website optimization:
Mobile Optimization: Most customers search on mobile—ensure your site is fast and functional across all devices.
Clear Navigation: Simplify navigation so visitors can quickly find essential information like unit sizes, pricing, and contact details.
Online Booking and Payments: Offer features like online reservations and secure payment options.
SEO-Optimized Content: Use relevant keywords to improve your website’s visibility in search results, making it easier for new customers to find you.
A well-designed website not only enhances user experience but also strengthens your overall online strategy, making it easier for customers to choose your facility. Explore Storable’s website support options here.
Paid & Organic Ads: Engage Your Audience
An effective digital advertising strategy uses both organic and paid efforts to reach new customers and reconnect with existing ones. Organic strategies, like email campaigns and customer engagement, can help you nurture relationships. Meanwhile, paid advertisements like pay-per-click (PPC) campaigns allow you to target new leads with precision.
Reconnect with Customers: Send occasional emails, promotions, or news to past customers who may need storage again, or follow up with potential leads.
Set Budgets & Target Groups for Paid Ads: Tailor your budget and ad placements to maximize relevance and visibility.
Write Customer-Focused Messaging: Craft ads with your ideal customer in mind, focusing on the unique value your facility offers.
Continuous Testing: Regularly test and refine ad design & copy to discover what resonates most.
A strategic advertising program requires professional expertise. Especially with paid campaigns— you don’t want to waste money on ads that aren’t effectively reaching or engaging your target audience.
Optimizing Your Google Business Profile (GBP)
Your Google Business Profile is an essential (and free!) tool to boost local visibility. Ensuring your GBP is optimized can help prospects easily find you and feel confident in choosing your facility. Complete Your Profile: Details like business name, address, hours, location and contact information
Provide Visual Content: High-quality photos of your facility enhance your profile & credibility. Encourage Reviews: Customer reviews can influence potential renters Engage in Q&A: Monitor and respond to questions to showcase your customer care.
Google Business Profile is a cornerstone to any business’s online presence—and optimizing it makes it easier for customers to discover your facility.
Looking Ahead to 2025
Investing in expert help to guide your digital strategies, you can capture new leads, re-engage former customers, and build a sustainable marketing engine. Explore Storable’s website and digital marketing services here.
Author: Holly Fiorello
Field Marketing Director
Storable
Essential Features for Call Management
When it comes to managing a self-storage facility, ensuring smooth communication is key. Call management has a pivotal role in keeping your facility running efficiently. This allows your team to focus on the core task of maintaining on-site tasks and providing customer service. Call Answering services vary servicing both full-time and overflow support. When selecting a call management partner for your self-storage business here are some features to consider.
Call Answering Features
There are a handful of call center options for your self-storage facility. Choosing the right provider can ensure a successful partnership. Here are some features to consider:
Supporting Integrations:
One of the most important features is to ensure that a call center integrates with your facility management software. Integrations ensure seamless data flow between your systems and the call center. This connectivity streamlines operations and provides accurate information between various applications.
Communication Channels:
Tenants expect flexibility when it comes to communication. In addition to traditional phone calls, a call center should offer a variety of communication channels. Channels may include; VOIP, email, SMS, and chat. These diverse options cater to different customer preferences, improving accessibility and engagement.
Chat Functionality:
A new standard is having a chat feature on your website. There are various chat options that enable tenants and prospects to communicate with your facility. There are various chat options from live agents, rule-based, AI-powered, and hybrid. These various options can be accessible and managed by a call center.
Pricing:
Pricing for a call answering service varies significantly. It's important to fully understand the pricing structure. Some pricing is based on per-call, and monthly service fees, and might include additional charges during high call volume.
Overflow vs. Full-Time Support:
Call management providers typically offer either overflow support or full-time service. Overflow support handles calls when your team is unavailable, while full-time service means your calls are managed continuously. Depending on your call volume and staffing needs, decide which option best aligns with your operational goals.
Industry Experience:
There are many options out there but only some have self-storage industry knowledge. Self-storage has its own set of challenges and needs. It's important to partner with a provider who has proven experience in the industry.
Incorporating a call center into your self-storage business can improve customer service. It can also give you time back so you can focus on running your facility. By focusing on key factors such as industry expertise, seamless integrations, and diverse communication options, you can select the ideal call management partner for your needs. A reliable call center partner ensures efficient service.
Consistent support helps increase tenant satisfaction. With the right team, you can meet tenants’ needs effectively.
Author: Katie Johnson Zion Call Management
We would like to thank the following companies for sponsoring this issue of Self-Storage Unlocked Magazine:
