Join us in our first episode as we dive into the world of self storage. Find out what sets Smart Self Storage apart and why it's the smart choice for your storage needs. From rates to on-site managers, get your FAQs answered!

Watch the full episode on our YouTube channel for even more insights! Don't miss out - hit play now!

Janell: Hi guys, welcome to our first episode of the Smart Self Storage: Mini Podcast Series, and in this series, we will be going over general things about the storage world and things you need to know.

I’m Janell, and I'm here today with Rosie, our Regional Property Supervisor.

Welcome Rosie!

Rosie: Hey, thanks for having me today, Janell.

Janell: Yeah! So, before we jump in, I just wanted to ask you a few questions - share how you got into the storage world, how did you start?

Rosie: Oh man, I don't know if I want to bore you guys, but ok! I started working in the self storage industry probably about 18 years ago. I kind of fell into it because I was looking into a storage space for personal storage. I saw a now-hiring banner, I applied, and I was at a “magical place” at the time if that gives you a hint. I didn’t find that too suitable for my schedule. I got a call back from this company - for the self storage location I was applying for and it's been a rollercoaster ever since, but a fun one. So I started as an Assistant Manager, worked my way up to a Manager 2 years later, then became a Supervisor 10 years into the industry and what I've always said is I’ve never realized I was into not only self storage, but property management, it's a whole realm of things that you learn. In Property Management itself, you can learn a lot and it kind of delves into real estate, self storage, and so many other things - commercial and apartments. It’s something that’s never a dull moment. So, that’s kind of me in a nutshell.

I've been in this industry for a long, long time and I'm proud to say that I’ve been in the trenches, have gone through ups and downs with the economy, seeing the difference between good occupancy versus bad occupancy and the self storage industry growing in general. Seeing it becoming more available and more properties popping up everywhere. It’s kind of like the next-level Starbucks I feel like - without all the caffeine. It's been fun.

Janell: I mean, you're the perfect person to ask these questions. Just basic storage things that people might want to know. And I know a lot of people, this is their problem with storage, and people that do know about storage are that a lot of big box storage companies out there, their rates are always changing, if it's not monthly, it's weekly, and even daily - hourly. So, what sets Smart Self Storage apart from the rest of storage facilities in that aspect?

Rosie: The good thing about us is we don't change our rates as quickly due to the market changes. We manually and stare down at our numbers and we’re very strategic in calculating on what is the best way we can get a hold of our customers without being too high or too low in the market. And of course, every company's aim is to make revenue but we also pride ourselves in keeping our tenancy for as long as possible. And that goes for everything, from amenities, and our staff, to constant team training, and so on and so forth. So, we definitely pride ourselves in the First Year Price Guarantee which means that any month you move in, you’re not going to get a rent raise until the following year. So, you're a full year in before you see any kind of increase. And the increases are pretty reasonable.

We really delve deeply into our marketing strategies and we do it in real life, real people. Not to take offense to the technology world, but AI isn't helping with this kind of stuff. We don't do revenue management; we don't use a program. We stare at our numbers ourselves, kind of boots on the ground. Find out who our competitors are and our aim is not to beat them at their price but at the same time, we want to make sure our tenants' experience is something that counts more than just getting their monthly rent.

Janell: It's more of a personal touch instead of a computer connection.

Rosie: Absolutely! I think that the keyword is the connection - the tenant experience. That's what we really focus on and aim to please in that aspect. Our on-site team members have been in this industry, if not within our company, for more than 10+ years. 

Janell: The next question that I have is do you have on-site managers at your self storage facilities?

Rosie: Yes, we actually do have on-site managers that live on property. Which is nice, because it's a personal touch. We have the same people that are constantly working at the same location, so every month when tenants come in to pay or call over the phone to pay, you're dealing with the same manager. And the good thing is we have great reviews on everybody, they get called out on Google and Yelp so on and so forth, and we're proud of that. So when you have a certain manager, let’s say Janell's at our facility, she's going to say “Oh, I've met Janell and she's been great”, that’s what we’re proud of. I think it also adds a sense of peace of mind to know that your things are being stored at a place you can entrust, somebody is always there and they know the manager. It's not going to be somebody that's always changing every single month and there is consistency.

Janell: In light of everything we've talked about so far, how is the turnover rate in Smart Self Storage? Because that's something I know that is really high in other self storage companies. So, how is that on the Smart Self Storage side?

Rosie: That's a great question. We take great pride in the tenant experience, so with that in mind, our research shows that 55% of our tenants actually stay with us for 3 years or more. That's not easy to do especially when you have so many competitors out there right now. It’s phenomenal that we have a loyal customer base that keep renting with us and with that we also offer a great referral program where people refer their friends, family members, coworkers. 40% of people are actually referred tenants or returning tenants, we're really proud of that.

Janell: And I think that says a lot too because a lot of bigger companies out there do have lower prices than us because their prices or rates do change every minute of every day, and the fact that we’re able to keep over 55% are with us for more than 3 years - I think that really says a lot.

Rosie: I think it says a lot there are people that go around and really shop especially nowadays with this economy, inflation rates going up through the roof. As a customer, I think of myself, I'm going to go search for something and know that this is a service that we provide, so if I'm going to go search for a service that will remain constant and i need it for the meantime, I'm going to try get the best price out of it.

People are willing to drive further nowadays before they settle on a  specific storage place. We have really strategic locations within our Northern and Southern California properties. We're always there for our customers.

Janell: Speaking of that, from personal experience, my dad actually has a couple of storage units. He is a technician, so he has a lot of tools and equipment. He actually moves if not every month, every 3 months to different storage facilities to always get the lowest rate, the best discount they offer. I mean that takes up a lot of strength, time and effort to be moving everything you have in a 10x20 and a couple of them. So I think it really says a lot about Smart Self Storage and how our tenants just stay long and don't jump every 3 months.

Rosie: It's a lot of work to do that. I totally understand why your dad would do that. Maybe you should come to Smart Self Storage.

Janell: I mean it's really reassuring for anyone looking for a storage unit in any storage facility, not just Smart Self Storage alone. These are very important things to think about before committing to a storage facility.

Rosie: Absolutely, just to throw it out there too. We also offer not only exceptional customer service, but also sell inventory on-site. We try to be your one-stop shop for moving supplies. We go on a month-to-month basis so we make the transition from whatever your need is. Whether you're remodeling or moving, people go through hard times that will consider storage. So we want to make your transition to our facility very welcoming, very warm, and very personable too. So, we pride ourselves in that.

Janell: Thank you. And thank you for listening to our first episode of our mini-podcast series. This is going to be the first of five of our mini-series. So, if you've learned a thing or two, stay with us and stay tuned. Thank you!