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FACILITY OF THE YEAR 2019
2019 FACILITY OF THE YEAR – less than 150 units
STOR-MATETAMWORTH, NEW SOUTH WALES
The team at Stor-Mate in 2018 won the SSAA Regional Facility of the Year and are winners of Facility of the Year, less than 150 units for 2019. Stor-Mate is a locally owned and independently operated self storage company in Tamworth regional NSW.
A lot has happened in the last 12 months, and there have been highs and lows. The drought has had the most significant impact in the region’s economic health and confidence. Tamworth’s construction and housing market experienced a considerable decline. The effects were heavily felt across the local self storage industry. Competitors in the area have been commenting on how slow and tough they are finding it in comparison to previous years.
Occupancy is averaging around 80%, and Stor-Mate increased their storage fees by 5% across the facility at the end of August last year without any detriment to the conversion rate.
The business is owned by Tamworth locals Bruce and Sue Chapman and managed by their daughter Tauri Chapman. Up until 2019 Craig Oliver (Facility Manager) handled all operations at Stor-Mate (inquiries, move-ins and outs, customer accounts, debt collection, marketing, yard and technical maintenance). Natalie Lamb joined the team as Office Administrator in February 2019, working two days a week.
“Craig still takes the lead on debt collection as well as yard and technical maintenance. Natalie is a real asset to our team, with her background in administration. Her presence in the office has enabled Craig to continue his pursuit of innovation, superior-tech solutions and to find new ways to add value to the storage experience,” Tauri says.
Craig has been a massive source of inspiration. In the last 12 months he has been responsible for: l Paperless office – towards the end of 2018 with the addition of a new touchscreen tablet all the checklists have been converted touch screen interaction files (even the walk around facility lock check report). All storers are encouraged to opt for a paperless sign-up process along with further communication, which has had a 95% uptake. The legal business documents that are required to
be displayed in the office are now digitally displayed on a computer screen. l Upgrade of sign-up procedure for Centrepay & Direct
Debit – now all 100% electronic, using touchscreen’s in the office or emailed to the storer which allows them to type in the necessary details and sign using their touch screen devices. l Upgraded CCTV system – High Definition CCTV system run by a high-end NVR computer and 20 cameras.
The system can be accessed both onsite and securely externally via the Facility Manager’s iPhone or laptop on a secure VPN. l Gate Motor Box Upgrade – In 2018, they experimented with a small gate motor cover to increase its reliability.
In 2019, this was taken to a new level with a large custom-made box that enables larger backup batteries for gate operation during power outage,with temperaturecontrolled cooling fans, quality solar-powered battery recharger with a smartphone app to monitor battery levels and automatic pest spray. There has been no maintenance on the gate motor since September 2018, and the reliability has exceeded expectations. If any maintenance is needed in the future, this box will make it easier, especially in bad weather as the electronics will be covered from the rain.
Craig has also been vital in forming a partnership with the community-based organisation Tamworth Family Support Services, which among many of its roles, helps rehouse people who have experienced domestic violence and national charity Share the Dignity.
In November 2018, the website was refreshed to modernise the look and feel and ready for the online portal powered by Rapidstor, which was launched in March 2019 to enable online bookings and payments.
Customer service is a big point of difference at this facility, and they have carefully designed several touchpoints throughout the storer journey to help build rapport with clients.
For example: l Tamworth is currently in a drought with water level restrictions now at the stage where they are unable to wash any vehicles – only windscreens. Stor-Mate now provides a bucket and windscreen squeegee for its storer’s to use weekdays 24x7. l Complimentary drinks (water, fizzy, tea, and coffee) for storers and removalists. This is actively promoted when a customer is onsite, especially when moving in or out. l Picnic area: A carefully designed safe and inviting space for families to gather while removalists or alike pack/ unpack their storage space. They recognised that families with children needed somewhere to retreat (especially on a hot day). A local sawmill was contracted to construct a timber picnic table. There is metal screening in the area and a shade sail to soften the space and provide shelter from the hot summer sun. l Free Wi-Fi onsite – via Facebook check-in. l For any storer caught short of a phone charger, there’s a loaner battery charger while they are on site. l Welcome SMS’s, and schedule in a follow up phone call after 14 days to talk to the storer and check in on their storage experience and ask for any feedback. l Stor-Mate storer’s have access to the courtesy Van (move in & out), motorised trailer mover, moving trolley + dolly, and pallet jack at no cost. Plus, forklift services to premium clients at no cost. l Craig also provides complimentary airport transfers to storers as required.
So, what separates this facility from other smaller facilities across Australia and NZ? The team at Stor-Mate likes to think it is the little things – attention to detail and responsiveness to customer needs, immaculately kept facilities and efficient management and highly involved and motivated staff, which makes them worthy winners of the 2019 award. l
