SSAA Insider Edition 125

Insider

125

JUNE / JULY 2022

MAGAZINE OF THE SELF STORAGE ASSOCIATION OF AUSTRALASIA

technology & automation

Showcasing the latest technology and innovations in self storage

The rise of e-commerce

Making the move to an unmanned facility

StoreLocal Hendra

The future of self storage INDUSTRY NEWS

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HUMAN RESOURCES

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OH&S

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LEGAL

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TRADE DIRECTORY

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CONTENTS 3

SSAA BOARD OF DIRECTORS

Chairman – Michael Alafaci Storage King Group, New South Wales Shaun Bain Keepsafe Storage, Western Australia Ryan Coom National Mini Storage, New Zealand Martin Coote Lock Distributors, New South Wales Ned Coten City West Storage, Victoria

10

18 8

Wayne Dade Glenelg Self Storage and Western Self Storage, South Australia

Finding digital opportunities in staffing shortages

Ivor Morgan Jim’s Self Storage, Victoria

14 SSAA EVENTS

Queenstown and the United Kingdom

Thomas Whalan Rent A Space, New South Wales

16 30 YEARS

LIFETIME MEMBERS

SSAA STAFF

Makala Ffrench Castelli CEO Sandra Evans Office Manager

Georgia Dogger Member Relations

www.selfstorage.org.au TOLL FREE – AUS: 1800 067 313 TOLL FREE – NZ: 0800 444 356

T: +61 3 9466 9699

Address: Unit 4/2 Enterprise Drive, Bundoora Vic 3083 E: admin@selfstorage.com.au Connect to our Social Media via our website

The rise and rise of e-commerce

13 TECHNOLOGY TRENDS

David Daddow Able Self Storage, South Australia

Mark Bateman Frank Cooney Elaine Coote Liz Davies Dallas Dogger John Eastwood Simone Hill Neville Kennard Sam Kennard Bob Marsh Jim Miller Jon Perrins Phil Robbie Mark Snooks Richard Whalan

SSAA

Storman celebrates 30 years

36 REGULARS 4 6 10 34

Chairman’s Report CEO’s Report Industry News

HR

Benefits of a Human Resources Information System (HRIS) 36 OH&S Health and safety trends in the self storage industry

38 LEGAL

Sharing storer information 40 Trade Directory 43 Membership Desk

18 SECURITY

PTI Security Systems leveraging security technology to enhance the customer experience

20 TECHNOLOGY

The StoreApp revolution

22 WELCOME TO THE FUTURE

StoreLocal Hendra: the future of self storage

25 AUTOMATION

Automation technology – the future of self storage

26 SELF-SERVICE

Making the move to unmanned self storage

28 CYBER SECURITY

Guard against vulnerabilities

30 FINANCE

Taxation and cryptocurrency

32 FINANCE

Revenue management

Insider is published and edited by: Social Ties / E: vforbes@socialties.com.au

Designed by: Keely Goodall / E: keely@itsallgood.net.au

Printed by: Homestead Press / E: printing@homesteadpress.com.au Insider magazine (Insider) is published bi-monthly by the Self Storage Association of Australasia Limited (ABN 23 050 341 725). This publication may not be reproduced or transmitted in any form, in whole or in part, without the express, prior written permission of the publisher. While every care has been taken in the preparation and publication of Insider, none of the Insider’s publisher, editor nor any of the publisher’s employees, subcontractors or contributors give any warranty as to the completeness or accuracy of the publication’s content, nor do any of them assume any responsibility or liability for any loss, damage or expense which may result from, or arise in connection with, any inaccuracy or omission in the publication. The views or opinions expressed in Insider are not necessarily those of Insider’s publisher or editor. Furthermore, Insider has the right to accept or reject any editorial and advertising material. All letters addressed to Insider will be regarded as ‘for publication’ unless clearly marked ‘Not for Publication’. All submissions to Insider may be edited for reasons of space or clarity and opinions expressed in letters published in Insider are those of the author, not of Insider’s publisher or editor.

JUNE / JULY 2022 INSIDER 125

4 CHAIRMANS REPORT

Michael Alafaci Chairman SSAA

“

Your association is well-positioned and the agenda jam-packed as we head into the second half of 2022.

Here’s to a prosperous FY23 for us all.

Buyer demand remains greater than supply and occupancy levels are at record high This means: If you are thinking of selling, the conditions have never been more ideal For a confidential discussion regarding your facility/facilities, call

Matt Walsh

Highway Frontage Real Estate 0411 880 054 | 1300 661 950 L1. 146 Chapel St, St Kilda VIC 3182

mwalsh@highwayfrontage.com.au www.selfstoragerealestate.com.au HIGHWAY FRONTAGE ARE SSAA MEMBERS

INSIDER 125 JUNE / JULY 2022

I

t’s hard to believe we’re nearly halfway through 2022. As another financial year draws to a close, we’re taking stock of the investments we’ve made across the year on behalf of members.

Navigating the self storage insurance landscape has been challenging given market conditions, the complex legal and compliance requirements and hardening international markets. We’ve invested time and resources in exploring several alternative solutions and have committed to a program of work based on three key approaches – working with brokers, establishing the foundations for an industry solution and supporting members who do not offer customer goods insurance but seek to encourage customers to obtain coverage elsewhere. The Board has carefully considered a wide range of alternatives and believes at this time, these three approaches represent the most prudent way forward.

We continue to invest in research and insights to map the success of our industry. This financial year, we delivered the Industry Snapshot 2021 and have commissioned State of the Industry 2022. With so much change afoot, it’ll be interesting to see what trends the comparisons between 2020, 2021 and 2022 unearth.

Investments in technology for members and the association have also been high on the priority list. We’ve invested in modernising StorerCheck by using automation to enhance the quality of information within the platform and designing a new user experience. Behind the scenes, we’ve invested in new technology to streamline the SSAA’s operations and continue to improve our member experience.

Your association is well-positioned and the agenda jam-packed as we head into the second half of 2022. Here’s to a prosperous FY23 for us all. l www.selfstorage.org.au

6 CEO’S DINK REPORT

Makala Ffrench Castelli CEO SSAA

“

There are solutions for facilities of all styles, shapes and sizes, from online sales journeys to self-service apps and smart access technology to unmanned sites.

INSIDER 125 JUNE / JULY 2022

I

t’s easy to see why members rated technology and automation as their top priority and area of interest in our survey earlier this year.

There’s been so much technological change packed into the past few years, and it’s all here to stay. Operators who embrace technology as an enabler in their business stand to reap the benefits now and into the future.

We’ll be focusing more on technology and automation at our events later this year.

Operators will have a chance to see and learn first-hand how others are developing their digital environments. There are solutions for facilities of all styles, shapes and sizes, from online sales journeys to self-service apps and smart access technology to unmanned sites.

We’ve sought out those at the forefront of these innovations in this edition. Whether local or international, stalwarts or newcomers – all agree that technology will be integral to the future success of self storage.

As we look ahead, it’s also rewarding to look back and see how far we’ve come. Our congratulations to SSAA Major Partner, Storman, as they celebrate 30 years in self storage.

Storman was born out of a need for an allencompassing storage management software solution that met the needs of Australasian operators. It’s thrilling to see the passion for innovation continues to drive the team 30 years on.

We’re taking our own advice and using digital channels to deliver more for members, so make sure you’re following us on Facebook and LinkedIn, keeping an eye on your emails and checking the Member Portal regularly for updates. l

www.selfstorage.org.au

online move-ins

online payments

sales & marketing

access control integrations

locally secured

extensive reports

finance exports

local support single or multi site

facility map

Tomorrow’s self storage software, today!

8 SSAA

In store: The rise and rise of e-commerce

more and more comfortable buying items online that they would once have bought in-store.

As a result, growth in spending on online goods clearly outpaced growth in overall retail spend, with online sales going up 23.4 per cent year-on-year (YOY), compared to just 4.3 per cent YOY growth overall.

The way we shop has changed dramatically in the past two years.

E-commerce has evolved from a few eBay and Amazon purchases every now and then to a way of life, with shoppers routinely buying everything from groceries to Gucci online and expecting them to be delivered to their door immediately.

A

s a new generation of e-commerce entrepreneurs emerges, and retailers invest in new capabilities to meet consumers’ rapidly changing expectations, there are ample opportunities for savvy self storage operators to benefit from the rise of online shopping.

Here’s why e-commerce is here to stay, and what that means for your self storage business.

All systems grow

The growth in e-commerce since the onset of the coronavirus pandemic has been explosive, to say the least.

Australia Post’s latest e-commerce Industry Report, an in-depth study into local consumer buying behaviour and trends, found that Australians spent a record $62.3 billion online last year, with more than 80 per cent of Australian households making at least one online purchase.

Not only did they spend, they spent consistently. Throughout 2021, 3.4 million Australian households made online purchases at least fortnightly – an increase of 112 per cent from the pre-pandemic days of 2019.

Online shoppers are also purchasing from a wider variety of retailers (15 per year in 2021, as opposed to 9 per year in 2019) and product categories (8 per year in 2021, as opposed to 6 per year in 2019), indicating that they’re becoming

INSIDER 125 JUNE / JULY 2022

The genie’s out of the bottle

With the growth of e-commerce being closely tied to lockdowns and restrictions that saw some physical stores closing for several months at a time, it’s fair to ask whether this is a permanent shift, or – like sourdough bread, Tiger King and Peloton bikes – it’s just a flash in the pandemic.

Certainly, growth won’t continue to be as extreme as what we’ve seen over the last couple of years.

AT A GLANCE

eCommerce in Australia

$62.3 billion

73.1%

More purchases made online in 2021 compared to 2019

Online goods spend in 2021 23.4% YOY

5.4 million

9.2 million

Households purchased online monthly in 2021

Households purchased online in 2021 2.4% YOY

7.3% YOY

15

Average number of eCommerce retailers shoppers purchased from in 2021 66.7% YOY

www.selfstorage.org.au Source: Australia Post - Inside Australian Online Shopping: eCommerce Industry Report 2022

AT A GLANCE AT A GLANCE AT A GLANCE

Room to grow Room to growin Australia – but there’s plenty of eCommerceto has exploded Room grow While 73.1 per cent more purchases were made online in 2021 than in prepandemic 2019, YoY growth from 2020 to 2021 was a more reserved 12.3 per cent.

But while year on year growth may be less ostentatious, the overall trajectory is predicted to continue to trend upwards. With 9.2 million Australian households now having grown used to the ease and convenience of shopping online, new habits have formed and become firmly ingrained.

The vast majority (93 per cent) of respondents to a recent Australia Post survey said they’d maintain, or increase, their online shopping activity throughout the rest of 2022, and a look at the global leaders in e-commerce reveals there’s still room for the Australian market to grow. In South Korea, China, India and Indonesia, more than 45 per cent of consumers shop online at least once a week – far outpacing Australia’s current rate of 25 per cent.

For e-commerce retailers to succeed in this growing market, they’ll need to provide customers with a superior shopping experience.

One way to do this is to provide more delivery options and slash delivery times. According to Deloitte’s most recent Supply Chain Leaders’ Sentiment Report, most customers currently expect deliveries to be made between one and three days, but this expectation is set to reduce to one day or less in the near future.

That’s why, according to the e-commerce Industry Report, 89 per cent of businesses have plans to invest in improving their delivery experience – and that’s where the self storage industry comes into play.

Opportunity shops

Self storage has long been the ideal stepping stone for e-commerce businesses who have outgrown storing their stock in their spare room or garage. The benefits are obvious – aside from decluttering their space, e-commerce retailers using self storage units for their stock can take on more square meterage as their business expands; enjoy easy access to packaging materials; and rest assured that their stock will be safe in a secure facility. www.selfstorage.org.au

eCommerce has exploded Australia but there’s plenty of room for the market to growinbefore we – catch the global leaders. eCommerce has exploded Australia but there’s plenty of room for the market to growinbefore we – catch the global leaders. room for the market to grow before we catch the global leaders.

53% 53% 53% South Korea South Korea South Korea Once

50% 50% 50%

46% 46% 46%

China

India

China China a week

India India

Once a week Once a week

46% 46% 46%

34% 34% 34%

Indonesia United United States Kingdom Indonesia United United States Kingdom Indonesia United United Once everyStates 2 weeksKingdom

Once every 2 weeks Once every 2 weeks

93% 93% Shoppers expecting to 93% Shoppers or expecting maintain increaseto

Shoppers expecting maintain or increaseto their online shopping maintain orshopping increase their online activity throughout 2022 their online shopping activity throughout 2022 activity throughout 2022

“

38% 38% 38%

31% 31% 31%

30% 30% 30%

28% 28% 28%

28% 28% 28%

Chile

Spain

Poland Australia

Argentina Mexico Germany Chile Spain Argentina Mexico Germany Chile Spain Around 2-3 Once a month times a quarter Around 2-3 Once a month times a 2-3 quarter Around Once a month times a quarter

Poland Australia Poland Australia Once every 3 months Once every 3 months Once every 3 months

Argentina Mexico Germany

89% 89% Businesses 89% Businesses planning to invest

Businesses planning to invest in improving their planning to invest in improving their delivery experience in improving their delivery experience delivery experience

89 per cent of businesses have plans to invest in improving their delivery experience – and that’s where the self storage industry comes into play.

But in an environment where consumers expect more from online retailers, even in the face of global supply chain disruptions, and an increasing emphasis is being placed on last-mile delivery and speeding up the dispatch of goods, some self storage operators are seeing the opportunity to add more value for e-commerce retailers by providing them with tailored spaces, shelving, forklift services, a broader range of packaging products that are online retail ready and other bespoke services.

29% 29% 29%

27% 27% 27%

25% 25% 25%

42% 42% Customers think 42% Customers thinkare delivery options

Customers think delivery options are the key area in which delivery options are the key area inimprove which retailers could the key area inimprove which retailers could retailers could improve

Source: Australia Post - Inside Australian Online Receipt-and-dispatch services are Shopping: eCommerce Industry Report 2022 Source: Australia Post - Inside Australian Online becoming increasingly popular.

Shopping: eCommerce Industry Report 2022 Source: Australia Post - Inside Australian Online eCommerce Industry Report 2022 ByShopping: receiving incoming stock and storing it for collection, and receiving parcels from storers who can then direct couriers to pick them up from your facility and deliver them to customers, you can speed up dispatch times and make your storage units more appealing to small e-commerce retailers who can’t always be home to wait for couriers themselves.

By providing these types of services, a storage facility can stop simply being a place where stock is stored, and become an indispensable part of an e-commerce retailer’s business.

Change, in all its forms, has always driven demand for storage – and as the changing digital landscape provides benefits for retailers and consumers alike, it will also provide opportunities for self storage operators who are willing to embrace them. l

JUNE / JULY 2022 INSIDER 125

10 INDUSTRY NEWS

A New Look

Rent a Space is expanding

Rent a Space currently has three projects underway. A new facility in Queanbeyan, ACT is due to open in late 2022 with 850 units across three levels plus hardstand storage for boats, cars and caravans.

The new Rent a Space Casula will serve Sydney’s growing southwest community, with over 700 units across three levels. In outer Sydney, Oran Park will feature more than 850 units across four levels with full drive-thru access and is due to open mid-2023.

Storco rallied for the S**tbox Rally

Many of us would know the trauma of having a loved one diagnosed with cancer or even being diagnosed with it yourself.

Finding a cure would be one of the biggest medical breakthroughs in history and this is why the team at Storco are proud to support the autumn S**tbox rally raising much needed funds for cancer research.

Brinn and Anita Jackett completed the trip from Wollongong NSW in May and ended in Mackay in Queensland. Storco donated $890 and their team are almost up to $15,000 in total raised.

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After three decades of successfully servicing the Auckland market, National Mini Storage is preparing for the next three and beyond with a refreshed brand that reflects its core values and customer focus. The new look also highlights the fact that National Mini Storage is proudly 100% New Zealand owned and operated company that fully understands Aucklanders’ requirement of secure and convenient storage solutions.

New Zealanders can expect to see the updated look across the two Albany branches soon, with a rollout program underway across the rest of the portfolio. A new website, digital media and TV ad will celebrate the brand refresh and showcase National Mini Storage as the local storage experts in Auckland.

Storage King supports Good360

Storage King is proud to partner with Good360 Australia to help people in need. Good360 Australia is a charity for charities.

It hosts Australia’s largest online marketplace, matching the surplus of business with the people who need it most via a network of 3000 charities and disadvantaged schools across the country. Storage King will provide space and storage warehousing for Good360 at a number of locations across the country to store essentials for local communities. The partnership will allow Storage King to deepen its connection to the communities it lives and works in, as well as extend into regional and remote communities outside of its own network.

www.selfstorage.org.au

Introducing the first end to end, self service storage experience app GATE ACCESS INTEGRATION*

END TO END CUSTOMER SOLUTION

A secure way for your customers to access your storage facility.

MANAGING PAYMENTS Enable self service payments and overdue notifications.

AVAILABLE ON

Offer a better customer experience and save money as customers self serve WHITE LABELED SOLUTION

END TO END CUSTOMER SOLUTION

StorApp is your app! Tailored with your brand colours and logo this app will enhance your digital customer experience.

Seamless integration from RapidStor to StorApp with customers automatically registered and invited to download.

CUSTOMERS SELF MANAGED ACCOUNTS

INTEGRATED WITH SITELINK WEB EDITION

Whether updating their details, making payments or accessing past invoices customers can do it all themselves.

Any changes made in Sitelink Web Edition or StorApp are reflected across both platforms in real time.

Call us on 07 3889 9822 or visit rapidstorapp.com/storapp *Integrates with all major self storage access control softwares

Freestanding Goods Hoist Our Freestanding Goods Hoist gives you the capability to lift goods of up to 3000 kg, to fifth floor heights. Our flexible design capabilities and local manufacturing means we can provide goods-only as well as goods and personnel hoists in a variety of platform finishes and other options, including custom designs for special applications.

Features and Benefits Goods only or goods and personnel

1 day installation (clear access required)

Cost effective alternative to a traditional lift

Minimal pit and overrun required

No lift shaft required

Low maintenance costs

Installed external or internal to the building

Self diagnostic programmable logic control (PLC)

Vertically opening doors offering clear access for any load

Internal power pack

Main Dimensions Model

SGH-1515

SGH-2018

SGH-2418

SGH-2424

SGH-3024

Platform L x W

1.5m x 1.5m

2.0m x 1.8m

2.4m x 1.8m

2.4m x 2.4m

3.0m x 2.4m

Capacity

1500kg

1500kg

1500kg

1500kg

1500kg

Enclosure Length

1720mm

2220mm

2620mm

2620mm

3220mm

Enclosure Width

2165mm

2465mm

2465mm

3065mm

3065mm

Pit Depth

125mm

125mm

125mm

125mm

125mm

The above dimensions are based on doors same side. Measurements and finishes may vary depending on options. Contact Southwell for details.

WARRANTY 1 year full warranty.

36 Edward St, Camden NSW Australia 1800 244 787 southwell.com.au

TECHNOLOGY TRENDS 13

Finding digital opportunity in staffing shortages

S

taff shortages have been felt across numerous industries, and self storage has been no exception. As many operators struggle to find the staff, these challenges have offered a surprising opportunity.

The current generation of remote access solutions allow customers to access a facility or just specific areas and individual units. This means convenient all-hours access with fewer staff to operate and manage the facility.

Storco director Jonathan Layton says operators and suppliers learned a lot from Covid “We’ve heard from a lot of operators who are experiencing staffing shortages and are stretching existing staff much thinner to cover the gaps.

“Automated systems like Global Entry by Storco allow operators to use existing staff more efficiently.

They don’t have to be on-site to help customers, and a single

www.selfstorage.org.au

manager can effectively manage multiple sites.”

Adam Tolhurst operates a storage facility located in Penrith, a facility with 200 units that had Global Entry installed in 2020. “It’s taken a lot of the contact between staff and customers away,” he says.

Adam has also seen numerous other benefits since installing the system. “There’s plenty of customers who can access the facility overseas or interstate. We do get many people who might book online for their parents who maybe aren’t so techfriendly, so it opens our market up to a wide range of customers.”

Relying on a remote access system without on-site staff might seem like a risk. However, the systems provide comprehensive and granular levels of control to site operators.

“The systems are designed with security and convenience in mind,” says Jonathan. “Customers are provided with a code that grants

access to their storage unit and lets them into specific parts of a facility.

It enables operators to control which gates customers can use, which lifts they can access, and even what lights are illuminated on a unit-byunit basis.

Adam has also benefitted from the robustness of his remote access system. “I’ve been with a customer, and we’ve had the internet down, and he’s still been able to access his unit through the keypad,” he says.

Jason Keane, CEO of Storage Security Group, says the key to a well-thought-out access system is providing customers with choice and redundancy.

“Operators and customers benefit from inclusive products,” he says. “A system that provides access using a swipe card, a pin-code, Bluetooth, or remotely using an app means customers can interact with it in a way that suits them.

“A variety means less staff involvement, meaning customers can securely move into their units during off-hours. Customers can still access their unit using a pincode if they accidentally lock their mobile phone inside the unit – which happens more often than you’d think.”

Site operators can scale their operations more effectively with fewer staff to manage multiple sites with better security and easier access for customers.

“It’s about developing seamless systems that are as comprehensive as possible,” says Jonathan. “With due diligence, you’ll have a platform that talks to your management software, is fully secured, and contributes positively to your bottom line.” l

JUNE / JULY 2022 INSIDER 125

QUEENSTOWN 23-25 AUG 2022

Self storage owners, executives and industry leaders are invited to join us for the inaugural SSAA Ski Summit from 23 to 25 August 2022.

This exclusive networking event provides self storage leaders across Australasia with the opportunity to connect and share their knowledge and experiences, while enjoying the stunning scenery and relaxed atmosphere of the Hilton Resort and Spa, just outside Queenstown, New Zealand.

We’ve drawn inspiration from the beautiful mountainous setting and created an exciting program with a focus on achieving peak performance across all aspects of your self storage business. Treat yourself to two days of sharing, learning, networking, and socialising. You will leave refreshed, inspired, and ready to reach new heights in your business.

Take your self storage business to new heights

To learn more and register for the SSAA Ski Summit, visit www.selfstorage.org.au

UK Study Tour 21-23 SEP 2022

Join us in London as we tour the best in storage and business before heading to Portugal to join the FEDESSA Conference this September.

Fly into London for three days of facility tours, industry meetings and enough spare time to ensure you see all the sights. If you’re planning on attending the FEDESSA Conference, this is a great way to see more self storage in a larger international market before heading across to the spectacular Portuguese coast.

Please note this study tour is subject to demand and member interest.

Places will be limited.

FEDESSA 2022 Portugal 27-29 SEP 2022 Join self storage owners and operators from across the UK and Europe at the 23rd FEDESSA Conference & Trade Show.

Explore self storage across Europe

The iconic Tivoli Marina Vilamoura is situated in the Algarve in the south of Portugal. With stunning views of the Atlantic Ocean, it is situated just a short walk from the beach and local restaurants. This spectacular location promises inspiration, concentration and creativity for all who attend.

www.fedessa.org To learn more and register your interest visit www.selfstorage.org.au

16 30 YEARS

From its origins in 1992, Storman’s industry-leading management software has come a long way – and there’s more innovation ahead.

Storman celebrates 30 years.

A

lot happened in 1992.

Whitney Houston’s ‘I Will Always Love You’ was released and topped the charts – probably because The Bodyguard was released in cinemas and was wildly popular. Nike made a Super Bowl commercial featuring Bugs Bunny and Michael Jordan, which later inspired the cult classic movie Space Jam. The world’s first SMS was sent from an engineer’s garage, wishing his friend ‘Merry Christmas’ in December.

The year also brought with it some exciting developments for the self storage industry. On the 12th of February, fed up with American software not suiting his business needs, Stephen Davies founded Storman, making the company older than today’s household name tech giants Google, Amazon, and Facebook. This year, Storman celebrates 30 years of providing self storage management software to facilities across Australia, New Zealand and the UK. Storman was born out of a need for an all-encompassing storage management software that truly understood and met the needs of the Australasian industry. Stephen’s father owned two self storage facilities in New Zealand. Still, after GST changes were introduced, the duo were struggling to bend American software to suit the local market’s needs – and so, Storman was born.

Expanding into Australia in 1997 and the UK in 2007, the company

INSIDER 125 JUNE / JULY 2022

(and its product) has gone from strength to strength. We recently caught up with Johnno Wildon, Storman’s product manager (or, as he is known to many, the Cloud Commander-In-Chief), to talk about Storman’s history and the future ahead!

Built to simplify self storage management for facilities of all shapes and sizes

“The original software was designed with a core goal: to simplify the management of storage spaces and the associated invoicing and make reconciling easy,” Johnno says.

“Over the past 30 years, we’ve stayed true to that goal, but the software has grown and evolved alongside the industry. Today, Storman Cloud empowers owners and operators of all kinds of storage facilities to manage every aspect of their business: all from a single cloud-based platform.”

Putting industry and customer partnerships at the forefront As a long-term major partner of the SSAA, thousands of facilities have chosen to partner with this homegrown business over the past 30 years – a privilege that’s not lost on the team at Storman, which prides itself on a ‘customer first’ focus.

“Our customers are at the heart of everything we do at Storman,” Johnno says. “From our people, to our processes, to the technology underneath it all, we’ve been on a

journey of continuous improvement to ensure we’re doing all that we can to help our customers succeed and grow.”

This journey has taken many forms. Over the past few years, Storman has invested in online ticketing and support systems, knowledge bases filled with ‘how-to’ articles, and online training courses to help get new users up to speed. Johnno says these new developments arose from a shift in thinking after the software moved to the cloud in 2018, with the launch of Storman Cloud. “The move to the Cloud gave us a great opportunity to step back and see how we could improve the Storman experience for our customers,” he explains. “We’re www.selfstorage.org.au

constantly bringing in new ideas, skills, and features. We want to be more than just a software vendor to our customers – we want to be a growth partner for their businesses.”

Technology in self storage: how it’s changed, and where it’s going

The 1990s were a very different time (and we’re not just referring to some of the dubious fashion choices, such as block patterned windbreakers or jelly sandals). Technology was vastly different, too. Windows 3.1x had made its debut, a mobile phone was the size of a small brick, and JavaScript hadn’t yet been invented.

Since its inception in 1992, Storman had traditionally been an ‘on-premises’ product, with the software installed and used on computers at each facility. But as times began to change, so did the needs of self storage facilities, and Storman heeded the call.

“It was in 2015 – at an SSAA conference, actually – that a customer mentioned their interest in an online function to us,” Johnno says. “That started us on the journey that resulted in what we know today as Storman Move-ins – our end-to-end online reservation and booking system, which handles the entire process from initial contract creation right through to PIN allocation. We started thinking about how else we could incorporate

“

We’ve achieved some truly remarkable things together, and we’re grateful for your ongoing support. modern technology into our storage management software.”

In 2018, Storman Cloud was launched – giving owners and managers the ability to access and manage their storage facilities anywhere and anytime, from any device with an internet connection.

“Having such close relationships with our customers allowed us to collaborate and understand their needs throughout the development process. Which ensured that Storman Cloud provided them with easy to use and intuitive software, with their data presented in ways that give them a holistic picture of their business performance,” Johnno says.

“While the past few years have been a challenging time in many ways, they’ve encouraged people to think outside the box regarding how technology can play a part in self storage.

“We’re seeing more and more storage facilities looking for ways to modernise and automate processes to save time and money – and I’m excited to see what we can bring into Storman Cloud to facilitate that.”

What’s next for Storman?

As Cloud Commander-in-Chief, Johnno is responsible for ensuring Storman Cloud is the best product it can be – constantly collecting feedback, ideas and research from customers and industry partners to develop and improve the platform.

That means there’s always something exciting in the pipeline.

This year, there’s a focus on ‘benefiting the backyard’ – supporting the storage industry in Australia and New Zealand that has been home to the company for 30 years.

“The security of our customers’ data has always been of utmost importance to us,” Johnno says.

“With more facilities moving online, we’re going to be focusing on ways we can continue to protect that information – including introducing two-factor authentication and making changes to grant storers ‘the right to be forgotten.”

That’s not all that’s on the cards.

The team at Storman is hard at work building a host of new features designed to simplify self storage management. “SMS is a big focus for this year: we’ve got plenty of improvements on the way, including two-way SMS within Storman Cloud,” Johnno hints. “We’ve got some integrations that we’ll tell you about soon, and we’re also working on a new system that allows our users to customise their quotes and storage agreement contracts.”

“We’ve achieved some truly remarkable things together over the last 30 years, and we’re grateful for your ongoing support. One thing’s for sure – the team at Storman is determined to make their 30th year a big one.”

Johnno and the team at Storman would like to thank the facilities that have helped make the software what it is today.

“We’re looking forward to the future with you all.” l

Scan the QR Code to learn how Storman can help your storage facility.

www.selfstorage.org.au

JUNE / JULY 2022 INSIDER 125

18 SECURITY

PTI Security Systems is leveraging security technology to enhance the customer experience Customer experience is one of the most popular topics in self storage these days, so it’s no surprise that self storage facilities face an increased expectation to differentiate their customer experience.

I

n a recent study conducted

by Deloitte, companies that considered themselves customer-centric were 60% more profitable than companies that were not focused on the customer, and 64% of companies with a customer-focused CEO are more profitable than their competitors.

As facilities continue to evolve and focus on winning more new business through an improved customer experience, owners and operators need to adapt quickly to keep up or risk losing business to local competitors. Luckily, your facility’s security system offers several opportunities for self storage owners and operators to improve the onsite experience.

Leveraging mobile technology

The use of mobile technology in self storage isn’t a new concept. But in today’s environment, it’s no longer a value-added feature. Instead, think of mobile accessibility as an integral part of the experience and a central resource in your quest to improve customer acquisition.

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The most obvious reason self storage operations include a mobile accessibility option is that it simplifies the process of entering, exiting, and navigating your property. Through the app, tenants can access the facility gate, doors, and facility elevators with the tap of a finger. There’s no getting out of the car at the gate, no more keys to lose, no more keyfob batteries to replace, and no more combination codes to remember. Newer technology such as Bluetooth BLE allows for a tenant’s credentials to be authenticated on the mobile app once, and have gates and doors open without repeatedly taking their phones out of their pockets.

Additionally, mobile access control apps provide tenants with custom push notifications for their account activity. If there’s any unusual or unrecognised unit activity at your facility, the tenant can be alerted in real-time. Even offsite, tenants enjoy the peace of mind that comes with visibility into their unit status because it gives them a better sense of personal control over their belongings.

Finally, mobile apps provide your self storage facility with an easy mobile payment option. Of course, autopay and online payments are standard in self storage these days. Still, mobile payments create another layer of convenience, especially for those delinquent tenants who want to pay after being denied access when visiting the site.

Leveraging data

Implementing technology often comes with unforeseen benefits, which is true of self storage access control. Self storage operators can use access control data to find patterns of when tenants enter and exit the premises and how long they stay. While it increases security and convenience, it also keeps a detailed record of onsite activity. So how does this improve your customer experience?

Theft on your property is a customer’s worst nightmare, but the proper access control system notifications and data visualisation can prevent it from happening. This can help you gain valuable insight into customer behaviour and make operational adjustments to better serve their needs. Additionally, having an accurate record of entries and exits can help you spot anomalies and stop trouble before it starts.

Leveraging unit-level security

In recent years, security has increasingly extended through the unit level, typically in the form of door alarms and wireless smart locks. Since the units themselves are the most common target of thieves at self storage properties, taking the extra precautions to secure them demonstrates to customers that they can feel confident about your security measures facility-wide and their individual possessions.

This is especially useful when tenants store goods for business purposes, such as a landscaping www.selfstorage.org.au

Evaluate your efforts

“

Your facility’s security system offers several opportunities for self storage owners and operators to improve the onsite experience. business storing their equipment or a pharmaceutical representative storing their extra inventory.

Both smart locks and door alarms integrate into your existing access control software, giving owners and operators visibility into the status of each unit instantly through your access-control management software. This generates a more granular activity feed with live updates and instant push notifications for unusual activity at www.selfstorage.org.au

any of their units. The extra layer of security insight ultimately creates a proactive security strategy rather than a reactive one.

Communicate your efforts

Sometimes the best way to leverage your security is by communicating the security measures your operation is taking. For example, call out specifics on what your facility is doing to make it secure on your website. If your facility has video surveillance, communicate it to your prospective tenants by mounting signage in highly visible areas throughout your facility.

Other marketable aspects of your security could include: l zone control (tenants are only able to access the areas of the facility that apply to them); l onsite or on-call management; and l unit-level security.

With new customer expectations, technology, and trends, the customer experience constantly evolves. This is true for the industry as a whole and each individual facility. What may work in one region or for one model may not work for another, so it is essential to consistently revisit and evaluate your efforts.

Below are a few ways to assess your efforts: l Walkthrough your own customer experience from start to finish.

That is, navigate self storage rentals in your area, then your website specifically, then walk your facility with the lens of a firsttimer. l Talk with new customers to identify any pain points or things you are doing well. Most customers will be happy to share their experiences with you, especially if you can reach out to them across multiple channels. l Iterate and improve in small steps.

You may be able to make giant leaps occasionally, like building your first website for online rentals, but most improvements will come with smaller incremental efforts. l Continue to monitor the local competition to make sure you are staying up to speed. Reviewing competitors gives context to your site experience. By monitoring competitive behaviour, you get a better view into what your customers’ and prospects’ expectations will be. l

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20 TECHNOLOGY

The StorApp revolution

By Michael Dogger, CEO R6 Digital.

T

he next generation of customer-focused technology in the self storage industry has landed, and it has come out of a team in Brisbane, Australia.

The StorApp is a phone application (for iOS and Android) that integrates with self storage management software to enable customers to self-serve on many of their most common needs simply by taking their phone out of their pocket.

This innovation was developed by the combined teams of RapidStor and R6 Digital. Solving this challenge brought together the storage industry knowledge and system expertise of the RapidStor team and the digital customer experience expertise of R6 Digital.

Together, these teams developed a capable and intuitive app for self storage customers. It was built to be white labelled so it can be any storage facility’s own app. It is designed to carry the individual facility’s branding and style, allowing each facility to build on their relationships with their customers (as well as saving them time and money).

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The dream team

A combined team of highly experienced developers from RapidStor and world-class designers and customer journey experts from R6 Digital (10 people in all) came together to make the dream of building the ultimate storage industry customer app a reality.

This was a ‘passion project’ for the team members who love what they do and are passionate about advancing the self storage industry.

Why tackle a project like this?

Simply, there was a need for storage customers and storage businesses to access this kind of technology, and they wanted to be the people to champion this great leap forward.

They started with understanding the real problems that needed to be solved. This was important to ensure that it was not simply a ‘vanity technology’ which looks fancy but doesn’t enhance businesses or customer experience. Some of the identified problems were: l It is time-consuming for customers to update their details in management software, and

this can only happen while there is a staff member there to make the changes. l Customers lose or forget their gate access pin codes regularly and write them down on paper which is at risk of being stolen. l Chasing missed payments is costly and time-consuming. It’s also a job that no one on your team wants to do. l Customers don’t have easy access to their invoices – let alone 24/7.

These, and many other problems that are faced every day in the storage industry, were considered when developing the capability and customer interface of the application.

The end goals were to make a startto-finish customer experience, which makes managing storage customer interactions quicker, easier and cheaper for storage businesses.

How did the app get built?

The first step (as mentioned before) was to truly understand the problems that needed to be solved – for storage customers and storage businesses. www.selfstorage.org.au

“

The end goals were to make a startto-finish customer experience, which makes managing storage customer interactions quicker, easier and cheaper for storage businesses.

From there, the technical capabilities were scoped to ensure the app could technically solve these problems such as retrieving invoices for customers in real-time or giving them the current gate access code when they need it to enter the facility. After that, the right Application Programming Interface (APIs) needed to be identified for each capability and how they needed to operate. For most teams, this would be insurmountable, but this is where the RapidStor team shone. Its knowledge of storage software and technical capabilities are second to none worldwide.

The app also needed to cater for a diverse range of access control platforms, writing multiple integrations to allow it to work with any self storage access control available in Australia and New Zealand.

Once the capabilities were established, the R6 Digital Customer Journey Design team turned the technical scope into a beautiful, intuitive customer experience that is simple to use and easy to understand. www.selfstorage.org.au

Experts in the industry were engaged to validate that the identified problems were genuine and the app was going to give them something that would truly revolutionise the customer experience.

With all those ingredients, the foundations were laid for success in building the app.

StorApp was born

After months of hard work, the build was finished. While it felt like a fantastic achievement, it was just the beginning because the next step was testing, testing and more testing.

Countless hours were spent playing with the app and seeking to break it in any way possible so that it could be delivered to the Storage Business Partners as refined as possible. The bugs fixed ranged from obvious tweaks to make things intuitive to solving some downright strange edge cases. It was important to the development team that it delivered a functional and intuitive app that solved the problems identified in the scoping phase.

A great accomplishment

The combined team of RapidStor and R6 Digital couldn’t be more proud of what it built. The final step is to get it in the hands of all storage customers around Australia (and eventually the world).

One thing the RapidStor and R6 Digital teams love is that the app was designed to be 'white labelled'. Each storage business will be able to adopt an app with their own branding and colours that they are proud of and their customers love. This way, there’s an industry-wide impact that genuinely delivers the next storage revolution.

This is just the beginning for StorApp. There are many more ideas of capabilities that will enhance it in the future but for now, RapidStor and R6 Digital are very proud of what they have built and hope that it will make a tremendous positive impact in the storage industry. l To learn more visit: rapidstorapp.com/storapp

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22 WELCOME TO THE FUTURE

StoreLocal Hendra:. the future of. self storage.

The growing sophistication of consumers is being met by a growing sophistication of technological solutions.

T

here was a time, not that long ago, when shopping of any kind required a physical transaction between two or more people. Back in the day, leaving your wallet at home meant utter frustration, stress, and a bit of embarrassment. Thankfully, we’ve evolved to a stage where we can tap our phones, and the rest is history.

There’s no denying humanity has been joyfully riding the high-speed bullet train of digital transformation, disrupting manual systems and processes long before the Covid pandemic. Nevertheless, the new ‘Coronavirus’ protocols and habits, such as social distancing and lockdowns, set a new standard for all industries: automate before it’s too late.

The self storage sector is no exception.

As a result of a quick response to unprecedented times, the Australian self storage industry now

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turns over more than $1.5 billion annually, and its market is expected to increase by 2.7% in 2022 alone.

Since 2019, StoreLocal has invested significant resources in technology and automation, rolling out online bookings and payments, contactless move-ins, outs, and overall access to their facilities.

StoreLocal Hendra

Adapting to circumstances is a savvy business decision, regardless of your sector. However, leveraging new standards to anticipate clients’ needs and wants sets industry standards.

That is StoreLocal Hendra. This stateof-the-art multi-use site has co-working spaces, trade stores, and four levels of keyless storage, located just down the road from Brisbane Airport with 24-hour access.

Steel Storage Australia partnered with StoreLocal to supply high-quality, innovative self storage products and solutions for this brand-new facility.

According to Hans Pearson, StoreLocal CEO, “Self storage is now becoming accepted as an integral component of local communities and businesses, which is why we

have designed and delivered a new generation of products to meet the growing sophistication of consumers.”

In times of digital transformation, it seemed illogical to continue using security measures such as padlocks and keys or keypad entries. The Steel Storage Australia team fitted the site with the Nokē Smart Entry System, an award-winning access control solution developed specifically for the self storage sector. StoreLocal Hendra opted for the Nokē Volt, hardwired Bluetooth electronic locks that allow tenants entry to a facility and storage units using a smartphone.

“We’re travelling lighter and lighter each day – so why not continue to simplify? Our Bluetooth system was put in place to do just that,” Mark Greig, StoreLocal’s Chief Operating Officer says.

“For customers, booking a storage unit should not require multiple tabs and windows, so we simplified our customer journey to a one-page experience. We mean business when we say hassle-free. Our clients can review units, book, and pay online without changing pages,” Mark says. www.selfstorage.org.au

Future of self storage

In addition to its technological features, StoreLocal Hendra also reinvented the traditional storage facility look with its high-end exterior plus advanced CCTV cameras in key locations across the facility with clear views of the drive-through and loading areas.

Forget the ill-lit and dusty hallways, and welcome to modern design and multipurpose units. For the interior to be environmentally sustainable and save on energy consumption, the building’s lighting is controlled via motion sensors. They are easy for customers to activate as they reach each area or floor to their unit.

The units have electronic locks with a feature-rich Smart Storage Entry phone app and the Nokē cloud platform that integrates with

www.selfstorage.org.au

StoreLocal’s online booking system – enabling instant bookings via the website and move-ins using the app conveniently timed to the tenant. Site managers and the call centre can monitor the site remotely if required and assist with any enquiries by phone. Automated overlocking and releasing individual units is also possible, resulting in significant time savings.

Further, security notification options are available for owners, managers, and tenants. The Nokē system alarms a unit door immediately after it closes and provides direct notifications of increased heat and movement within a unit to prevent unauthorised access.

At StoreLocal Hendra, the technology offers four-layered security:

1. Controlled access to the main drive-through roller shutters; 2. Controlled access to ground floor units secured by automatic sliding doors; 3. Controlled access with lift access to all floors with a mobile app; and 4. Each unit is secured with the Nokē electronic door lock.

Customer segmentation is at the core of the newly launched facility, which incorporates new concepts to conventional purpose storage units.

“We pride ourselves on knowing our customers and attending to their needs, whether it’s traditional storage or customised spaces, as we’ve seen with the escalation in demand from three key customer segments: traditional, business and lifestyle. At StoreLocal Hendra, in addition to traditional self storage, we have integrated two new service elements: WorkLocal, a co-working space for business customers; and The WorkSpace, larger work stores for business and lifestyle customers,” Mark says.

However, the most important feature of StoreLocal Hendra is the clients’ opinions. On that note, the COO confirms that Hendra has been approved with flying colours.

“Customer feedback tells us that this new generation of self storage is the right fit for all segments.

Tenants are pleased with the security and technological features and love the added service offering of the co-working space,” he says.

Benjamin Parsad, Head of Nokē, Smart Entry & Facility Automation, Steel Storage Australia, also says: “We were thrilled to be involved in this incredibly exciting self storage project, supporting StoreLocal as they expand their portfolio across Australia. StoreLocal has always pushed the boundaries to achieve operational excellence by utilising the latest solutions. The Nokē Smart Entry technology enables the company to take their site security to the next level and provide an enhanced customer experience and added convenience for tenants.”

Storelocal Hendra is the flagship facility of the group. Welcome to the future of self storage. l

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AUTOMATION 25

All about automation Cutting-edge technological solutions exist but implementation by the self storage industry is lagging.

By Miles Davis, co-founder Storeganise

W

hat do people associate with self storage?

“Container parks with padlocks” or ”Where you store grandma’s antiques” are not the most positive associations, but they point to a deeper problem. Most consumerism has moved online, yet the digital transformation of self storage is lagging, as many cutting-edge tech solutions exist to bring the self storage industry into 2022 and beyond.

Automation, at first, sounds like an expensive undertaking. While it can require some refurbishment or retrofitting, it brings tangible benefits for both the customer and the operator.

What kind of jobs do humans hate but computers excel at?

Repetitive, regular, menial tasks – such as sending invoices, confirmations, reminders, making bookings, and processing payments – entry-level automation. Self storage management software can take over these tasks leaving staff to focus on things that humans excel at – managing customer satisfaction.

The benefits for implementing a self storage management system are too convincing: user-friendly interfaces, streamlined processes, reduced overheads, and cloudbased systems. A partially or fully automated self storage business means more flexibility.

www.selfstorage.org.au

“

Automation is a means to lower costs and improve profits – it gives your customers more control over how they interact with your business.

For example, what is preferable?

Managing your lease (booking, payments, profile updates, etc.) anytime on your smartphone or having to call during office hours?

Modern self storage software offers user-friendly interfaces that give tenants and managers complete control over a unit.

A potential customer uses a storage calculator to estimate how much space they need. One-click later, they can choose a move-in date, add payment details, e-sign the contract and immediately move into their unit. Because the design is adaptive, it works on any device from anywhere.

A few months later, when they visit their storage unit, they quickly log in to their account to remind themselves of their unit’s location on a facility map and even electronically open the door to their unit.

With valet storage, they can view a detailed inventory of each

item stored along with photos and descriptions. They can choose the items they need in a few clicks and set a date and time to have them returned to their doorstep.

In the back-end, the self storage manager has a complete toolbox to manage multiple sites, upcoming move-ins and move-outs, invoicing, customer data and receive detailed insights into their business.

Retrofitting all doors with smart locks sounds expensive, but it improves security and customer experience. A customer is much less likely to lose a smartphone than a key fob or key card – making it an ideal key for a self storage unit. The same goes for access control.

Automation is a means to lower costs and improve profits – it gives your customers more control over how they interact with your business. It opens doors to being more accessible as a business for a broader range of customers.

Self storage customers of tomorrow are the internet generation – born with a smartphone in their hands.

Do you see them making an appointment to see someone to book a storage unit? l

About Storeganise

Storeganise automates operations for self storage businesses all over the world. Learn more and get your free test account at www.storeganise.com

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26 SELF-SERVICE

Making the move to unmanned self storage The future of self storage is self-service, where you can count your weekly work hours on one hand.

G

avin Shields established his self storage business in the United Kingdom in 2019, intending to create a highly profitable, easy-to-run business that generated a stable, passive income.

He currently has two facilities aiming to grow to ten by 2025.

How much time does he spend weekly managing these sites? Two hours total. How? By adopting the unmanned model. A hands-free experience for himself and his customers.

When asked how to create an unmanned facility and transition from a traditional business model, Gavin said implementing Stora—a bookings and payments platform for the self storage industry—simplifies things a lot. But he adds that a successful transition requires more than tooling. Here's his advice:

Modernise your mindset

According to Gavin the biggest blocker to unmanned success is a verbal commitment to the concept, but not a genuine mental and emotional commitment. “Many like the sound of more profits with less effort but struggle to commit to the entire model and then implement diluted hybrids or swap between models monthly,” he says. “When the numbers don’t deliver, they blame the model rather than its implementation.”

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Gavin knows change can be scary, so he encourages operators to keep their nerve by focusing on the facts over the feelings and continually remind themselves of what he calls “The 3 B’s”.

Buying behaviours

The new norm when it comes to buying behaviour is about tapping, not talking. The majority of customers prefer to book, pay and check-in online and move in without ever needing to speak to staff.

Gavin Shields, Stora

Business history

Are you doing everything the same way as when you started your business? You would have made incremental improvements by updating hardware, fittings, unit sizes, hiring staff, introducing software, etc. “All of these changes are disruptive at the time, but once embedded with new processes to support them, businesses grow.

It’s the same with moving to the unmanned model,” says Gavin.

Big money for basic honesty

Transparent pricing is the key. If there are no price tags on the merchandise, customers ask why are they hiding their prices? Or think it’s unaffordable.

Forrester’s Vice President of Research, Lisa Singer, says, “There is a strong argument for publishing prices, as such transparency can often accelerate the sales process and increase sales productivity.”

“The golden rule of online sales is to give visitors what they want in as few clicks as possible. When prices are hard to find or hidden behind a mandatory quote request form, you’re forcing potential customers to take extra steps and wait for a reply. As a result, more business is lost than what is won from a smaller percentage who proceed through all the stages,” he explains.

Trial it on a new site

An additional facility location is a perfect way to introduce the unmanned model to your business by implementing all of the key components from the ground up.

This enables the new unmanned site’s performance to be tracked, measured, and compared against existing facilities historical data. www.selfstorage.org.au

How do the first six months bookings, occupancy, expenses, admin and revenue compare? “It’s a great proof-of-concept approach that can give you the data and confidence to roll out the strategy across all sites,” says Gavin.

Redefine success metrics

Instead of converting quotes into paying customers, focus on the entire funnel and start tracking how well you convert customer website visits into paying customers. “For anyone currently tracking quote conversions, it’s quite a big mindshift, but it’s critical if you want to keep your business a step ahead of the competition,” he explains.

Why? By only tracking quote conversions, you ignore all the customers who visited your website and left frustrated because there’s no pricing visible. This is only part of the funnel. Instead, track website visits of paying customers.

Think productivity, not redundancy

Moving to the unmanned model suggests redundancies. Many storage facility owners have staff in place, often people who’ve been there for years. Redundancies can be the case if that’s the right fit, but it doesn’t have to be.

Gavin believes the user experience from booking to move-out should

“

The shift creates bandwidth to upskill, do more-rewarding work, and increase their value to you and future employers. be wholly self-serviced to meet the market’s demands, maximise sales and reduce admin. But that experience exists alongside operational staff who can lend support and answer questions.

For Gavin, unmanned doesn’t mean no staff, as he believes it’s important that customers are always able to reach a staff member. He has someone answering customer calls and visiting sites along with weekly cleaners. To save time, Gavin has another team member who sources potential new locations, along with the fit-out and openings.

“You don’t have to downsize your staff. Use their time and skills in more valuable ways. For example, get sales solely focused on creating customer referral programs with local enterprises in the supply chain and generating high volume B2B rentals. Free your finance team from mundane tasks like invoice processing and chasing delinquencies so they can drive strategic growth initiatives like

business expansion, supply chain efficiencies, and improvements to the analytics needed to manage company performance and support decision-making. Nobody will miss the manual, repetitive tasks currently in the sales and fulfilment process.

Instead, the shift creates bandwidth to upskill, do more-rewarding work, and increase their value to you and future employers,” says Gavin.

Embrace technology and automation

Finally, when it comes to turning your current sites into unmanned ones, Gavin says you need three key pieces of automation in place: l online booking and payments software, l an e-commerce website, l and self-service smart entry points. l The future of self storage will be unmanned, and the optimal flow, for customers and operators alike, could soon be that customers turn up at your facility, see your website address on the building or gate, visit it on their phone to book, pay, pass ID checks, sign contracts then move in instantly… all in under five minutes.

Interested in learning more about making the move to unmanned?

Email Gavin at gavin@stora.co anytime for a chat.

28 CYBER SECURITY

Guard against vulnerabilities

A cyber security incident can have devastating impacts on a business.

O

wners and operators of self storage facilities are encouraged to dedicate more time to cyber security.

Managing your business’ phones or computers from a cybersecurity viewpoint is as important as managing your finances or reputation.

Here are a few measures that a facility can introduce to help prevent common cyber security incidents.

Take the time to secure your business’ software and implement security practices by using strong and unique passphrases, that are regularly updated. Consider using a password management program to ensure protection if you're using passwords across your team. This sets your business up for success and reduces the likelihood of common cyber threats affecting your income data and reputation.

Cybercriminals, malicious programs and viruses can find weaknesses in your software (called vulnerabilities) to access your device. Software providers release updates for their products to correct security concerns and improve functions. Installing regular updates fixes these vulnerabilities.

It is important to install software updates as soon as they become

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“

These simple measures can significantly avoid or reduce the impact of the most common cyber security incidents. available as it limits the amount of time cybercriminals have to find and use weaknesses. Malicious software (malware) provides criminals with ways to access important information such as bank or credit card numbers and passwords. It can also take control of or spy on a user’s computer. What criminals choose to do with this access and data includes: l fraud; l identity theft; l disrupting business; l stealing sensitive data or intellectual property; and l siphoning computer resources for wider criminal activity.

Ensure you back-up your data with a digital copy of your business’ most important information e.g. customer details and financial records. This can be saved to an external storage device or to the Cloud.

An automatic back-up – without human intervention – is a ‘set and forget’ system. Safely disconnecting and removing your back-up storage device after each back-up will ensure it remains secure during a cyber incident.

These days’ cybercriminals are putting more time, effort and money into researching targets to learn names, titles, responsibilities, and any personal information they can find of someone in your business.

Afterwards, they usually call or send an email with a made-up but believable story designed to convince the person to give them certain information.

It’s a technique called ‘social engineering’ as a way of enticing and manipulating people. They use tricks to lower your natural defences against deception. For example, by pretending to be someone, a business you trust, or by making a highly attractive offer. ​Luckily, cyber security doesn’t have to be difficult. These simple measures, if understood and implemented, can significantly avoid or reduce the impact of the most common cyber security incidents.​l For more information visit: cyber.gov.au or ncsc.govt.nz. www.selfstorage.org.au

Unlock the potential of your facility

Enhance the customer experience and run your business more efficiently with the Nokē Smart Entry system Get in touch: +61 (07) 3865 1600 sales@steelstorage.com.au www.steelstorage.com.au

30 FINANCE

Taxation and cryptocurrency

You can be guaranteed that if you make a profit from cryptocurrency there will be some tax to consider.

By Juston Jirwander, director of Bishop Collins Group.

C

ryptocurrency is not a secret or undetectable transaction.

If your self storage facility uses or is thinking about cryptocurrency you need to account for it as you would for other assets or items used in your business.

If you receive cryptocurrency for goods or services you provide as part of your business, you need to include the value of the cryptocurrency in Australian or New Zealand dollars as part of your income. The same process as receiving any other noncash consideration under a barter transaction.

One way of determining the value in Australian and New Zealand dollars is the fair market value which can be obtained from a reputable cryptocurrency exchange.

Tax consequences vary depending on the nature of your circumstances. Records need to be kept regarding acquiring

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or disposing of cryptocurrency.

Foreign cryptocurrency exchange transactions may also have tax responsibilities in another country.

Investing in cryptocurrency hoping it increases in value, any gain you make from the disposal will be treated as a capital gain and some or all the gain may be taxed.

Disposal occurs when: l sell or gift cryptocurrency; trade or exchange cryptocurrency (including the disposal of one cryptocurrency for another cryptocurrency); l convert cryptocurrency to traditional currency (a currency established by government regulation or law), such as Australian dollars; or l use cryptocurrency to obtain goods or services.

Cryptocurrency is a personal use asset if it is kept or used mainly to purchase items for personal use or

Juston Jirwander.

consumption. Some capital gains or losses that are personal use assets may be disregarded. The time for working out if it is a personal use asset is at the time of its disposal.

Except in rare situations, the cryptocurrency will not be a personal use asset.

There are situations where an isolated cryptocurrency transaction or series of transactions can give rise to ordinary income if: l you entered into the transaction with a purpose or intention of making a profit, and l the transaction is part of a business operation or commercial in character.

Relevant considerations for working out whether a transaction has such a character, include: l the nature of the entity undertaking the transaction; l the nature and scale of other activities undertaken by the entity; l the amount of money involved and the scale of the profit sought or obtained; l the nature, scale and complexity of the transaction; and l the length of time over which the transaction occurs.

Another issue to consider is whether the property, in this case the cryptocurrency, had any other use other than as an object of trade (for example, is it used as a medium of exchange or to buy services only available on the blockchain?).

The necessary profit-making intention and business or commercial character of the transaction will depend on the particular facts and circumstances of each case.

If the disposal is part of a business, the profits you make on disposal will be assessable as ordinary income and not as a capital gain. l www.selfstorage.org.au

SEnTlnEL STORAGE SECURITY

Most cost-effective automated door lock in the market _.._ Global Entry One®

a.- by StorCo

_.. GlobalentryOne• ... lfStorCo

We recognise that self-storage centres will use various access control systems, individual alarm providers, and lighting & lift control systems, so Global Entry One hasn't been designed to replace current electronic security already invested in, but rather to work in conjunction with a variety of products, to replace traditional locking systems with our latest technology.

Global Entry One has been built in conjunction with Stereo with over 35 years in the self-storage sector and Amarda with over 30 years in electronics.

• Low cost Auto Electronic Door Lock • No Wi-Fi or Mobile Phone Reception needed • Direct Phone to Lock Bluetooth communication • Door doesn't auto-lock - Customer needs mobile phone to lock • Ability for managers to restrict unit access • Battery life between 3-5 years • Easy battery swap-out • Low battery interface and standby mode • Works with StorCo Installed Doors

This technology has been paired with Sentinel Storage Security who understands storage security requirements.

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0800 746 311 NEW ZEALAND

+61 3 9988 2035 INTERNATIONAL

info@storagesecurity.com.au www.storagesecurity.com.au

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32 FINANCE

Advances in revenue management

A more proactive approach to revenue management is improving performance.

A

panel of industry leaders were surveyed as part of the SSAA Industry Snapshot 2021 and asked to share their views on key trends across industry, including advances in revenue management.

The findings were clear - in the current operating environment, proactive revenue management will be key to optimising revenue growth both at a facility and portfolio level.

Those operators not actively assessing and using rate levers at a time when occupancy is at record highs may not see the same growth as more proactive competitors.

The majority of operators are sharing revenue management responsibilities across operations leaders and facility managers, making the most of local knowledge and experience.

Once considered the domain of major operators, dynamic pricing software is starting to gain traction across the sector.

Operators who have established revenue management systems say the results have been well worth the investment. Those taking

INSIDER 125 JUNE / JULY 2022

“

Operators who have established revenue management systems say the results have been well worth the investment. a digital-first approach to revenue management hasten to add, this is not a ‘set and forget’ solution. It requires deep industry knowledge and local market insights to construct appropriate models, with continued oversight to optimise outcomes.

Artificial intelligence (AI) is transforming many aspects of industries where data-driven decisions could be delivering a competitive advantage. Given the many data points self storage operators have to draw on, AI-powered revenue management applications can consider a range of inputs and provide predictions to guide intelligent pricing decisions.

In addition to first party data from

operating systems, AI-driven revenue management applications can also consider things like competitor activity, seasonality, marketing campaigns and demographic factors to guide pricing decisions.

Revenue management platforms can be utilised across the customer lifecycle. From demand forecasting to monitoring marketing and online activity through to recommending rate increases for existing customers, these platforms have the capacity to influence decision-making across many aspects of a self storage business.

Benefits are realised through efficiencies, where it would be challenging to realise the same outcomes via manual processes (particularly for large operators) and in identifying granular opportunities at scale. While many operators believe they are using these systems to their full potential, others view this as just the beginning of where an AI-driven approach could take self storage. l Source: SSAA Industry Snapshot 2021 www.selfstorage.org.au

114 UNAUTHORISED ACTIVITY Unauthorised activity was detected at a vacant unit at SITE #3 at 7:34 PM

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34 HR HELP DESK

Benefits of an HRIS

We take a look at HRIS (Human Resource Information System), a form of software that helps you manage most/some of your Human Resource (HR) tasks.

A

s with nearly all industries, software hasn’t skipped over the management of employees. And this is a good thing. HRIS is a fabulous tool for the centralised location of employee data. It can be accessed and shared with people online (and quickly), supporting information transport to and from people working from home, at various sites in one region, in different states, or overseas. An absolute necessity in a business in today’s flexible working environment.

So, what does an HRIS do?

HR software centralises and stores all your employee data. As a business owner, you can access all employee files in one login. Forget filing cabinets or excel spreadsheets.

You can view contracts, job descriptions, hours worked, qualifications and certifications, payroll data, approve leave, and manage performance with a few keystrokes. You can also run reports on all of the above when required.

Another valuable feature of an HRIS is that you can monitor compliance. It is excellent support for business owners to ensure

INSIDER 125 JUNE / JULY 2022

they meet their HR legal obligations, such as policy reading and acceptance. Transparency and clear expectations from business owner to employee are vital for providing an open and positive culture that encourages productivity.

Usually, an HRIS has a master version (for the internal HR manager) that can view all employee records.

Some have various permission settings that allow line managers to perform only specific tasks, such as approving leave. On the other hand, employees have a login to only their data, a self-service if you like, and it is here where they can submit timesheets and leave, for example, as well as manage their personal information and read and access information that is required for their position. HR software empowers your team to track and manage their tasks – most often accessible from anywhere.

For example, an employee working from home can submit their leave or update a file just as if they were in the office. Offering your employees an efficient HR process also saves them time on these tasks to focus on their actual work.

“

Online employee record management can help cut back on your administration time, grant access to records quickly, and save money in your business.

Online employee record management can help cut back on your administration time, grant access to records quickly, and save money in your business.

Automation of daily HR tasks can save time and money, allowing a business owner/operator more time to focus on business growth and development. It can also minimise human error, focusing on keeping all conversations and all information in one spot. A system that guides you on submitting data correctly can be of great benefit in eliminating misunderstanding, losing information or incorrectly storing it.

Another benefit is that you have evidence stored on the off chance www.selfstorage.org.au

that a situation with an employee or between two employees should go south. Keeping a log of signed policies, contracts, job descriptions, leave, conversations, and performance can help protect an employer/manager from any potential unfair claims against the business. How? Because the evidence is there, details of the contract, timesheets, leave records, and performance management notes all at your fingertips.

The other advantage of today’s HR software is connecting to other apps. For example, it could connect to your existing payroll software, or rostering system, so that everything ‘talks’ to each other and employee data can be shared across those platforms.

I don’t need it – or do I?

In 2022, you probably do. Even if you employ only one person, your obligations are no different to employing 10, 50 or 100. HR is heavily legislated and requires excellent record-keeping, current work agreements (contracts), and clear workplace expectations and guidelines (policies).

Usually, HR software comes at a pricing point of a set-up fee and monthly or yearly subscription costs. Often this is based on user

numbers but may also be a blanket cost for a one-to-five-year period.

Always make sure you understand the contract terms, what is provided to you, and what is involved with your commitment.

5 key points Don’t be intimidated. HR

1

technology can be a gamechanger, and many systems are straightforward for both managers and employees. In addition, most HRIS, due to the nature of the data, have tight security systems regarding passwords, where the data is stored, etc. It can be even safer than a piece of paper with someone’s details sitting in an unlocked filing cabinet.

2

Find a solution that is easy and not overly complicated.

Ensure you have adequate training and ongoing support to have someone available should you ever have a question.

3

Do the maths. Most providers

will quote you up front – but always do your due diligence and read any contract/agreement they provide and get anything regarding fees and terms in writing.

Calculating the time saved over 12 months can be a real investment for a monthly fee.

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Ask for a demonstration

to talk to someone about your requirements and if that system can accommodate your needs and budget. Look at your business structure and style, then choose the best HRIS. Don’t waste your money on procuring a system with features you don’t need. HR software comes in various forms. Some systems are designed to suit large corporations with 500+ employees, and others are tailored to smaller, less complex businesses with only 1-10 employees.

5

Bonus stuff. Good HR software providers will provide you with the documentation you need (contract templates, policies etc). Some include an advisory support service, which means you also have the opportunity to talk to a human when you need to.

And when dealing with people, that is always going to be a requirement. l

If you would like any further information call the SSAA

HR HELP DESK 1300 01 SSAA / 1300 017 722

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36 DINK OH&S

Health and safety tech trends in the self storage industry

By Tim Callinan general manager, Action OHS Consulting

T

he self storage industry is always on the lookout for new technologies. Usually, technology is adopted because of its positive impacts on improved workplace productivity and efficiency. Still, it is also important to note the immense benefit to work health and safety practices.

There are many ways to use the latest technology for safety purposes.

Safety monitoring, reporting, training, and communication can continually be improved on, and updating tired and traditional methods can be an excellent solution to drive improvements in overall safety.

So, what’s happening in technology for health and safety in the self storage industry? Here are a few of the latest technologies that are trending right now:

Kiosks/online systems

The impact of the Covid pandemic meant that across all industries, the principles of social distancing were used to control the risk of transmission.

Incorporating technologies such as self-service kiosks and robotics reduces the need for customers to interact with staff every time they need to access their units.

Both can help eliminate the risk of transmission.

Clients can make a payment, sign up for a unit, renew a lease, or access their unit without any human interaction with self-service kiosks. Using robotics to present a

INSIDER 125 JUNE / JULY 2022

customer's belongings to them in a secure, person-free environment, reduces potential manual handling issues and staff on-site to interact with and support customers.

You can redirect your workforce elsewhere with both technologies to something more productive.

Hi-tech safety wearables

The pandemic forced many businesses to rethink their business model and operations with automated, remote-operated facilities. Often staff who attend these facilities are alone, which creates a set of hazards that businesses must address.

There have been significant technological improvements to assist workers in isolation. The technology exists in a variety of wearable devices such as handsets, wristbands, or lanyard attachments.

These devices can create a sense of security for lone workers in knowing that they have immediate and direct access to other team members and managers during any emergency.

Other safety wearables such as smart goggles and smart vests can also produce timely and trackable data that you can use to help improve work conditions and worker accountability. For example, with specially embedded cameras, smart glasses can record details of the wearer’s work to ensure they are performing their role safely.

Who knew a piece of clothing could be so smart?

Tim is an experienced Health and Safety Practitioner, OHS and Environmental systems Auditor and Tertiary Qualified Engineer.

He has held operational and consulting roles, being responsible for Health and Safety and developed, implemented, and maintained OHS and Environmental Management Systems of global organisations in the manufacturing, construction, and logistics industries.

WHS software and mobile apps Health and safety apps can help you stay connected with your team, irrespective of their location and whether they are on-site or working remotely. OHS mobile apps are also a quick and easy way to capture and report hazards in the workplace, and some even can report incidents offline.

Safety Champion Software is an example of an app that can ensure

www.selfstorage.org.au

“

Using health and safety software gives you real-time data to monitor ongoing processes and can be used to drive improvement within your workplace health and safety procedures. you can report offline when you have restricted access to the internet.

This is especially useful when critical events occur or in areas of facilities with limited coverage and the internet cannot be accessed.

Using health and safety software gives you real-time data to monitor ongoing processes and can be used to drive improvement within your workplace health and safety procedures.

It also records all your past data to evaluate your safety performance over periods of time with ease. So, it might just be time to say goodbye to that filing cabinet full of paperbased forms and replace it with a lovely plant to brighten the office.

Benefits of looking to technology for better safety

Advancements in technology have contributed significantly to preventing workplace injuries and fatalities. Not only that, by reducing the administrative burden, it frees you up to spend your time and energy on parts of your business that need your attention.

As tools and gadgets like those mentioned become ever more sophisticated, workplace safety will only become easier to manage.

When implemented well and in alignment with an organisation’s overall health and safety program, technology can help keep your employees happy and safe.

When considering the level and type of automation and technology that you implement in your business, it’s worthwhile to think about how you can improve health and safety practices with a bit of tech bling. Not only could you see significant performance improvements, but your team will certainly appreciate the effort and resources you put in to help keep them safer while they work. l

The OH&S Help Desk has been established by the SSAA to support its members. This advisory service is free. Free call 1800 067 313 (Australia); 0800 444 356 (New Zealand); or email admin@selfstorage.com.au.

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38 LEGAL

Sharing storer information When can a facility share the personal information of storers with a third party? By Michael Timlin – lawyer and Sean Hollis – graduate at law.

W

hen a new storer enters a storage agreement with a facility, information about that person is obtained by the facility as a matter of necessity. Some of this information is considered ‘personal’ and is regulated by the Privacy Act (1998) (Cth). Each facility should have a privacy policy and privacy disclosure statement – some differences will occur from one facility to another. Still, it is essential that a facility is aware of its obligations around storage of personal information and potential disclosure to third parties.

In Australia, the collection, use and protection of personal information is governed by Australian Privacy Principles (APPs). The APPs outline certain steps that should be taken when a facility inevitably collects personal information when signing up new storers. These include: l notifying a storer why their personal information is collected; l informing the storer how the information will be used; and l providing information relating to the storer’s rights, how they can request a copy of information held by the facility, and processes for making a complaint about how their information is stored and used.

While there is significant overlap between the Australian privacy principles (APPs) and New Zealand’s information privacy principles (IPPs), there are some areas which are covered in either the APPs or IPPs, but not in the other. For questions on IPPs, contact the SSAA Legal Help Desk.

Disclosure of personal information

There are circumstances where personal information can be disclosed by a facility to a third party. While privacy matters can be complicated, a helpful rule is that personal information should only be

INSIDER 125 JUNE / JULY 2022

used for the purpose for which it was collected. Under the template SSAA agreements, storers consent to their information being disclosed to the following persons: l government departments; l law enforcement agencies (including the police); l any person who can demonstrate, to the facility’s reasonable satisfaction, a legal or equitable interest in the goods stored; l liquidators, administrators, or other persons appointed to administer the storer’s financial affairs; l debt collection services or credit reporting agencies; l the alternative contact person; and l agents of any of the persons listed above.

There are also circumstances where a facility can disclose information not in accordance with the way the facility told the storer it would be disclosed. These include: l life-threatening situations; l action relating to suspected illegal activity or misconduct; and l where disclosure is considered reasonably necessary for establishing, exercising, or defending a legal equitable claim.

Outside of these exceptions, facilities must keep a note of to whom and why disclosure is made. Although there are many circumstances where a facility may end up disclosing personal information, a facility should still take great care when doing so. Valuing the privacy of storers is an important feature of the APPs. It is best to always ask questions and when there is a doubt about disclosure, seek advice from the SSAA Legal Help Desk.

information can be disclosed. It is important to take a closer look at what can be disclosed and what steps a facility should take when receiving requests.

A closer look

A person who can demonstrate a legal or equitable interest

Requests from government departments, police and persons who can demonstrate a legal or equitable interest in goods are common ways personal

Government departments and the police

The template SSAA Agreements allow for disclosure of personal information when a facility is approached by police or government departments, inquiring about whether a person is storing with them or requesting details about a person.

Requests for access to a storer’s space may come from agencies such as the Australian Tax Office or the police. This may happen when a search warrant is issued by police, warrants to seize goods are issued by the Sheriff or court orders are issued by relevant courts. When a warrant is issued, it will state what the facility must do and what powers the person seeking access has – this may be to either seize goods or merely search the space.

It is important to read any documents carefully.

If a facility receives a warrant to grant access to a space or produce documents, it should request evidence of authority to exercise access power, request proof of identification from police and ensure their details are noted. It is important that the facility both cooperate, ask relevant questions, and keep good records.

Notably, where a facility does not have keys to a storer’s space, such as, under the standard agreement, any demand for access should be served on the storer, rather than the facility.

A legal or equitable interest may include a court order that certain goods are now the property of another person or registration

www.selfstorage.org.au

“

While there are a variety of situations where a facility may disclose information to a third party, it is still important to value the privacy of storers. certificate showing that a vehicle in storage is the property of another person. In circumstances where a facility is unsure whether a person is demonstrating a legal or equitable interest in property, it can be useful to contact the SSAA Legal Help Desk.

Where a facility is satisfied that the person has shown the relevant legal or equitable interest, it may be suitable to release the contact details of the person storing the goods. Considering it is best to exercise a level of caution when releasing such information, it is best to ask questions, take detailed notes and if in doubt about whether information should be released,

contact the SSAA Legal Help Desk. It is important to remember that not all requests for information are genuine.

Other types of requests

Requests for information about a storer from a non-storer and requests for CCTV footage and audio are not uncommon. These things should only be released for a valid reason. In scenarios that fall outside of requests made by police, it is worth considering the purpose of collecting the information provided by the storer and whether they have agreed for it to be disclosed in the relevant circumstances. Where a person who is not a storer is seeking information about who is using the facility, exercising caution, and denying information requests can often be the right thing to do.

Other tricky situations can arise which can potentially require the disclosure of information to a third party. For example, a storer might request the information of another storer in a situation where some damage has been caused. Leaking

liquid from one space to another may lead to such a request.

In such circumstances, it is recommended that the facility take steps to ensure the request is genuine. This might involve asking more questions of the person requesting the information and investigating the complaint, recognising that people may seek information for unrelated purposes. It is best practice in these circumstances for a facility to take notes of what has taken place and, if possible, take photographs of any damage.

Conclusion

While there are a variety of situations where a facility may disclose information to a third party, it is still important to value the privacy of storers. Even where a facility discloses information in accordance with the APPs and the relevant agreement, asking questions, taking notes and consulting the SSAA Legal Help Desk in the case of uncertainty is advised in order to protect the facility’s interests. l

Disclaimer: The information contained in these answers is of a general nature and is not intended as legal advice. It is important that you seek legal advice that is specific to your circumstances. Please refer to the SSAA’s website for more information on the SSAA’s Legal Help Desk.

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40 TRADE DIRECTORY – TRUSTED SUPPLIERS TO THE SELF STORAGE INDUSTRY ACCESS CONTROL, FIRE & SECURITY

DESIGN & CONSTRUCTION

PTI SECURITY SYSTEMS T: Sales: 1300 798 860 Support: 1300 159 473 E: apac-sales@ptisecurity.com www.ptisecurity.com

STORCO STORAGE SYSTEMS

AD-TECH Security Adrian Rostirolla T: 1300 306 090 E: adrian@ad-tech.com.au www.ad-tech.com.au –––––– AlarmQuip Security Systems Evan Richardson T: 1300 552 520 E: admin@alarmquip.com.au www.alarmquip.com.au –––––– QueAccess Pty Ltd Mike Bristol T: 1300 783 222 E: info@QueAccess.com.au www.queaccess.com.au –––––– Sentinel Storage Systems Jason Keane T: 1300 852 117/+61 3 9988 2035 E: info@storagesecurity.com.au www.storagesecurity.com.au

ANCILLARY SERVICES PACKAGING VISY BOXES & MORE Ralph Inglese T: 13 84 79 E: vbm_vic@visy.com.au www.boxesandmore.com.au Branches across AUS and NZ Homestead Press Ingrid Nammensma T: 02 6299 4500 E: printing@homesteadpress.com.au www.homesteadpress.com.au

CLEANING Sweepers Australia Michelle Maxwell & Vaughan Rose T: +61 3 9562 7533 E: michelle@sweepersaustralia.com.au www.sweepersaustralia.com.au

LOCKS Lock Distributors Australia Martin Coote T: 1800 28 77 24 E: service@lockdistributors.com.au www.lockdistributors.com.au

STORAGE AUCTION iBidOnStorage Brennan McLoughlin T: +61 2 4302 0605 E: info@ibidon.com.au www.ibidonstorage.com.au

TELECOMMUNICATION URL Networks Ashley Breeden T: 1300 331 178 E: support@url.net.au www.url.net.au

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Jonathan Layton T: +61 2 6391 2800 E: jonathan.layton@storco.com.au www.storco.com.au Cloustruct Pty Ltd Robert Clouston T: +61 409 726 789 E: bobby@cloustruct.com.au www.cloustruct.com.au –––––– Gliderol Garage Doors Tom Ainscough T: +61 8 8360 0000 E: tainscough@gliderol.com.au www.gliderol.com.au –––––– Kiwimark Construction Ltd Travis Morgan T: +64 7 576 5494 / +64 7 576 5491 E: travis@kiwimark.net.nz www.kiwimark.net.nz –––––– RegisBuilt Group Anthony Regis T: 1300 388 224 E: anthony.regis@regisbuilt.com.au www.regisbuilt.com.au –––––– Steel Storage Pty Ltd Stephen Boxall T: +61 7 3865 1600 E: sales@steelstorage.com.au www.steelstorage.com.au –––––– Storcad Pty Limited Javier Rezzonico T: +61 447 566 988 E: info@storcad.com.au www.storcad.com.au –––––– Taurean Door Systems Adrian Valente T: +61 3 9721 8366 E: adrian.valente@taureands.com.au www.taureands.com.au –––––– Total Construction Pty Ltd Steven Taylor T: +61 2 9746 9555 E: stevet@totalconstruction.com.au www.totalconstruction.com.au

FINANCIAL SERVICES Bishop Collins Pty Ltd Phillip Keenan T: +61 2 4353 2333 E: mail@bishopcollins.com.au www.bishopcollins.com.au –––––– Debtplacer James Cook E: support@debtplacer.com www.debtplacer.com

HR SERVICES HR Central Cath Grawe T: 1300 717 721 E: cath.grawe@hrcentral.com.au www.hrcentral.com.au

INSURANCE SERVICES AON Risk Services Darren Clauscen E: darren.clauscen@aon.com T: +61 2 9253 8350 www.aon.com.au/storage –––––– AON Risk Services NZ Jeffery Nathan E: jeffery.nathan@aon.com T: +64 9 362 9535 www.aon.co.nz –––––– Midland Insurance Brokers Gilda Mihran T: 1300 306 571 E: storage@midlandinsurance.com.au www.midlandinsurance.com.au –––––– Wallace McLean Ltd Insurance Brokers and Risk Advisers Simon Keenan T: +64 9 358 7233 E: simon@wallacemclean.co.nz www.wallacemclean.co.nz

LEGAL SERVICES Hunt & Hunt Lawyers Graeme Armstead T: +61 3 8602 9200 E: garmstead@huntvic.com.au www.hunthunt.com.au

LIFTS & HOISTS SOUTHWELL LIFTS AND HOISTS David Head T: +61 2 4655 7007 E: sales@southwell.com.au www.southwell.com.au

ABT Loadmac Ltd Chris Walker T: +61 431 281 108 E: chris.w@loadmac.com www.loadmac.com –––––– Safetech Lifts & Hoists Tony Krlevski T: +61 3 5127 4566 E: sales@safetech.com.au www.safetech.com.au

www.selfstorage.org.au

TRADE DIRECTORY | 41 MANAGEMENT SERVICES Kennards Self Storage Management Services Fiona Harding T: +61 2 9764 9815 E: fiona@kss.com.au www.kss.com.au –––––– Pioneer Performance Leigh Thewlis T: +61 438 021 944 E: admin@pioneerperformance.com.au www.pioneerperformance.com.au –––––– Storage King Management Services Martin Richards, Australia/ New Zealand T: +61 2 9460 6660 E: martin@storageking.com.au www.storageking.com.au –––––– StorAssist Sally Chodan T: +61 403 533 640 E: sally@storassist.com.au www.storassist.com.au –––––– StoreLocal Mark Greig T: 1300 099 022 E: partners@storelocal.com.au www.storelocal.com.au –––––– Vision Self Storage Management Gavin Koorey T: +61 2 9432 2880 E: gavin@vssm.com.au www.vssm.com.au

OHS SERVICES OHS Action Consulting Craig Salter T: +61 409 772 499 E: craig.salter@actionohs.com.au www.actionohs.com.au –––––– Workplace Access and Safety Carl Sachs T: +61 3 9045 6200 E: carls@workplaceaccess.com.au www.workplaceaccess.com.au

REAL ESTATE & VALUERS CBRE Limited Peter Hamilton T: +64 9 355 3333 E: peter.hamilton@cbre.co.nz www.cbre.co.nz –––––– CBRE Dylan Adams T: +61 7 3833 9833 E: dylan.adams@cbre.com www.cbre.com.au/people-andoffices/corporate-offices/brisbane –––––– Colliers Baden Mulcahy T: +61 2 9257 0222 E: baden.mulcahy@colliers.com www.colliers.com.au –––––– Collins & Associates Malcolm Collins T: +61 3 8456 5134 E: malcolm@malcolmcollins.com www.malcolmcollins.com –––––– Cushman and Wakefield Linda Sharkey T: +61 3 8359 0091 E: linda.sharkey@cushwake.com www.cushmanwakefield.com –––––– Highway Frontage Specialist Estate Agents Matt Walsh T: 1300 661 950 +61 3 9944 9350 E: matt@highwayfrontage.com.au www.selfstoragerealestate.com.au –––––– m3property Jeremy Hoffman T: +61 7 3620 7900 E: jeremy.hoffman_365@m3property.com.au www.m3property.com.au –––––– Savills Valuations Pty Ltd Basil Simitci T: +61 7 3221 8355 E: bsimitci@savills.com.au www.savills.com.au –––––– Urbis Shane Robb T: +61 2 8233 7627 E: SRobb@urbis.com.au www.urbis.com.au –––––– Valuation Partners Martin Fallon T: +61 3 9674 0374 E: mfallon@valuationpartners.com.au www.valuationpartners.com.au

SOFTWARE SOLUTIONS

Centreforce Technology Group Pty Ltd Dallas Dogger T: +61 7 3889 9822 E: sales@centreforceit.com.au www.centreforceit.com.au –––––– Podium Taylor Cutler T: +61 478 180 191 E: taylor.cutler@podium.com www.podium.com –––––– Sitelink Michael Dogger T: +61 7 3889 9822 E: support@sitelinksoftware.com.au www.sitelinksoftware.com.au –––––– Stora Limited Hilary McGuckin E: hello@stora.co www.stora.co –––––– Storeganise Miles Davison T: +1 416 639 0873 E: hello@storeganise.com https://storeganise.com/

STORAGE CONTAINERS UNIVERSAL STORAGE CONTAINERS (USC)

Shay McQuade T: +61 438 256 541 E: shay.mcquade@universalstorage containers.com www.universalstoragecontainers.com BOS Containers Australia Elise Kelsey T: +61 3 9720 4455 E: ekelsey@aimhire.com.au www.boscontainer.com.au –––––– Royal Wolf Trading Craig Baker T: +61 2 9482 3466 E: removals@royalwolf.com.au www.royalwolf.com.au

WEBSITE DESIGN Big Budda Boom Pty Ltd Andy Pudmenzky T: 1300 660 937 E: info@bigbuddaboom.com.au www.bigbuddaboom.com.au –––––– R6 Digital Michael Dogger T: +61 7 3889 9822 E: sales@r6digital.com.au www.r6digital.com.au

STORMAN AUSTRALIA T: +61 7 3319 1522 E: sales@storman.com www.storman.com

STORMAN NEW ZEALAND T: +64 9 280 3393 E: sales@storman.com www.storman.com

www.selfstorage.org.au

JUNE / JULY 2022 INSIDER 125

42 NEW MEMBERS FACILITY MEMBERS Crookwell Self Storage 1 McDonald Street CROOKWELL NSW 2583 T: +61 419 639 152 E: info@crockwellstorage.com.au –––––– Mobistorage 112 President Street WELSHPOOL WA 6106 T: 1300 914 706 E: contact@mobistorage.com.au –––––– Rolleston Storge 108 Izone Drive Izone Business Park ROLLESTON NZ 7678 T: 0800 765 978 E: craig@rollestonstorage.co.nz –––––– Smoothmoves Relocations Unit 4A/106 Old Pittwater Road BROOKVALE NSW 2100 T: 1300 122 007 E: info@smoothmoves.com.au

ADDITIONAL FACILITIES National Storage Albany 86 Don MacKinnon Drive ALBANY AUCKLAND 0632 T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– National Storage Alderley 50 Farrington Street ALDERLEY QLD 4051 T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– National Storage Aldinga Beach 209 Aldinga Beach Road ALDINGA BEACH SA 5173 T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– National Storage Deception Bay 406-412 Deception Bay Road DECEPTION BAY QLD 4508 T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– National Storage Henderson 245-251 Lincoln Road HENDERSON AUCKLAND 0610 T: +61 7 3218 8100 E: info@nationalstorage.com.au

National Storage Hendra 128 Gerler Road HENDRA QLD 4011 T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– National Storage Mansfield 52 Wrecker Road MANSFIELD QLD 4122 T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– National Storage Manukau 607 Great South Road MANUKAU AUCKLAND 2104 T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– National Storage Zillmere 491 Zillmedre Road ZILLMERE QLD 4034 T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– Safeguard Self Storage Hornby 25 Halwyn Drive HORNBY CHRISTCHURCH 8042 T: 0800 437 640 E: hornby@sgss.co.nz –––––– Wilson Storage Cochranes Road 42 Cochranes Road MOORABBIN VIC 3189 T: +61 3 8535 7940 E: michael.webb@wilsonstorage.com.au –––––– Worth Storage Eagle Farm Pty Limited 292 Cullen Avenue East EAGLE FARM QLD 4009 T: 1300 967 847 E: eaglefarm@worthstorage.com.au

PROVISIONAL MEMBERS Michael Wolf 6 Allawah Street YEERONGPILLY QLD 4105 T: +61 414 554 455 E: michael@atlanticmanagement.com.au

SERVICE MEMBERS Cloustruct Pty Ltd

3/23 Stratton Street NEWSTEAD QLD 4006 T: +61 409 726 789 E: angelos@cloustruct.com.au

Code of Ethics

The Self Storage Association of Australasia’s Code of Ethics are fundamental to the values of the SSAA and essential to achieving its mission to lead the storage industry in Australasia by promoting the highest standards of ethics and professional excellence for the ultimate benefit of all members and customers.

As a SSAA member, you are required to follow the Code.

1. Members will ensure that their workplace is a safe environment for employees, customers and other visitors to the site.

2. Members will treat all employees, customers and visitors to the site with respect.

3. Members will promote the positive image of the industry through ethical and honest advertising and business practices.

4. Members will undertake to report any suspected criminal activities to the relevant authorities.

5. Members will comply with all relevant local, state and federal government laws and regulations regarding a self storage business.

6. Members will use a current approved SSAA storage agreement or develop an alternative that delivers the equivalent contractual agreement.

7. Members will ensure that staff are competent in their duties and complete appropriate training in current industry practices.

8. Members will participate honestly, cooperatively and transparently with any investigation by the SSAA into any alleged breach of this Code of Ethics.

INSIDER 125 JUNE / JULY 2022

www.selfstorage.org.au

2022 EVENTS UPDATE We've planned a range of events in an effort to offer something for everyone, covering different event styles, topics, formats and locations.

Whilst we are looking forward to travelling and getting together once more, we understand that health advice and guidelines will continue to change so we'll be working to tighter timeframes and taking a more flexible approach. We're committed to delivering our major events in a hybrid format, so if you're unable to join us in person you'll be able to join via the live stream online.

Our convention has moved to later in 2022 to give us the best chance of having both Australian and New Zealand members together once we're out of winter, and hopefully travel will have become a little easier for us all.

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Wednesday 24 August – Thursday 25 August 2022

SSAA SKI in Queenstown

Start the day with early morning speaker sessions followed by afternoons on the slopes.

Share stories over a trade showcase and networking dinner.

SSAA Online Industry Training

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Wednesday 21 September – Friday 23 September 2022

Australasian Study Tour – UK into Portugal

12 modules with two complimentary introductory modules now available.

Pending international travel, join us as we tour the best in storage and business in the UK before heading to Portugal to join the FEDESSA conference from 27 - 29 September 2022.

Each module takes approximately 15 to 30 minutes to complete and is accompanied by handy Quick Reference Guides.

Tuesday 8 November – Thursday 10 November 2022

Visit the Member Portal to sign up today!

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Convention!

Explore the next normal over a three day format including the launch of State of the Industry 2022, the return of the SSAA Awards for Excellence and our 30th(ish) Anniversary Celebrations. Location: Gold Coast.

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Visit www.selfstorage.org.au to learn more.

Creating Better Spaces Since 1980 ...

“Storage

that’s secure, protected and doesn’t compromise on style

storco.com.au Australia

T+61 2 6391 2800 E sales@storco.com.au

New Zealand

T+64 21 225 3141 E sales@storco.co.nz