By Liisi Fall

he way owners and operators manage facilities is changing. Driven by their experience with other service industries like banking, self-storage customers are prioritizing convenience and any-time access.

In response, operators are adopting new technologies to meet customer expectations while also reducing expenses and improving efficiency in their operations.

As a result, new types of management models are taking shape, and operators who are looking to keep pace with the needs of their customers should take note.

While there are a range of variations, management models can be placed into three main categories:

1. On-site management
2. Remote management
3. Hybrid management

What’s driving the move to new management models? Management models encompass how a self-storage facility is operated, from customer service to marketing to the overall business strategy. The short answer for why operators are moving to remote and hybrid models is that it’s good business. These frameworks better align with what their customers want.

Customers have liquid expectations, meaning once they experience a convenience or level of service in one aspect of their lives, like retail and hospitality, they measure all subsequent interactions by that standard.

Consequently, customers increasingly prefer contactless experiences: renting units online, using automated kiosks, or accessing units with digital entry methods without needing human interaction.

Traditional management methods can’t deliver that kind of service, so operators are evolving.

For years, self-storage technology has lagged behind other industries. A fragmented software market, risk averse ownership perspective, and high costs all conspired to hold back widespread technology adoption.

But new solutions like smart locks, remote monitoring, and software as a service (SaaS) products have lowered the barriers to adoption. Improved facility management software also provides operators with in-depth analytics that can drive process improvements and inform business decisions.

This wave of cloud-based software has made fully remote management a viable practice for small to mid-sized facilities.

Many of these new solutions also feature automation, which allows operators to streamline processes and reduce the amount of time site managers spend on manual tasks.

Economic factors have pushed many operators to search for ways to reduce operating costs. It can be relatively expensive to train and maintain staff on site full time. Remote monitoring and automated access controls reduce the need for that overhead.

Improving operational efficiency can also improve customer satisfaction. If tenants are able to book units online and access their belongings at any time, they’re more likely to stay longer, improving the long-term earning potential of the facility.

Let’s dive deeper into each of these approaches and unpack where each one works best.

This is the traditional approach, where a facility is fully staffed with on-site personnel who handle all aspects of the operations, from rentals to maintenance, security, and customer service.

While the on-site model offers a great degree of customer interaction, more operators are moving away from this setup because of its high overhead costs and overly manual processes.

Relying on a jack-of-all-trades to handle every aspect of the business means they are a master of none. Technology, automation, and specialized third-party managers are often able to handle many of the workflows better and more efficiently than one single operations manager.

Key Features of On-Site Management

• On-Site Staff – An operations manager is typically on site for standard business hours to engage with customers and manage the core functions of the property.
• Hands-On Management – For better or worse, many of the workflows, like answering incoming calls, planning and executing marketing campaigns, and billing, are overseen by one person: the operations manager.
• Face-To-Face Customer Service – Having someone on site does allow for a more personalized experience for tenants because they interact with the same person every time they visit the facility.

Remote self-storage management refers to a model where the majority of the facility’s operations are managed offsite using technology, automation, and cloud-based software.

This model allows operators to oversee multiple storage locations without the need for on-site staff. Using remote management, everything from reservations, billing, access control, security monitoring, and even customer service is handled remotely.

Because this model is built on an infrastructure of technology, mission critical workflows can be streamlined and automated.

For example, prospective tenants can review units online and rent an open unit without ever having to speak to someone from the facility. Once they have the unit rented, tenants can also access it using a code for a smart lock.

Remote doesn’t mean there’s never anyone on site. Boots on the ground resources are still deployed to take care of routine maintenance and repairs when they’re required.

Key Features of Remote Management

• Fully Automated Operations – Functions like unit rentals, payments, and customer service inquiries can be automated through a centralized software system. This allows for 24/7 operations without requiring staff to be physically present.
• Remote Monitoring – Security and surveillance systems are often cloud-based, allowing managers to monitor activity and access in real time from any location.
• Cost Efficiency – Since no on-site staff is required, remote management helps reduce overhead costs, such as wages, benefits, and facility management expenses.
• Scalability – This model is ideal for businesses that want to manage multiple storage facilities from a central location, reducing the need for physical presence at each site.

Hybrid self-storage management combines the best of both worlds, blending remote operations with a physical on-site presence.

Administrative tasks such as billing, reservations, and customer service are handled remotely, while certain on-site operations, like maintenance, security, and in-person customer assistance, are managed by local staff.

This approach offers flexibility and allows operators to benefit from the efficiency of remote management while still maintaining a physical presence at the facility.

Hybrid works best for larger facilities that need personnel on site but also want to leverage the efficiencies of automation and emerging technologies.

If you’re working with a third-party management company, they can often work with your existing staff, making the transition easier.

Key Features of Hybrid Management

• Blended Operations – Administrative functions are typically automated and handled remotely, while physical tasks like cleaning, security patrols, and assisting customers are performed on site.
• On-Site Staff – Hybrid models often involve a small on-site team to provide customer support, ensure security, and perform maintenance duties as needed.
• Flexibility – This approach allows for greater flexibility, as the operator can adjust the amount of remote or on-site presence based on the needs of the facility.
• Customer Experience – With on-site staff available, customers can have face-to-face interactions, making it a more personal experience.

The right management approach depends on the needs of your self-storage business. Remote management works well for small and mid-sized properties. These facilities are able to create a contactless experience where tenants can rent units, access their belongings, and pay their bills without having to deal with a site manager.

However, larger facilities typically run best with a blend of on-site staff and technology, making hybrid the ideal approach. When you’re dealing with a large number of units, you need a consistent on-site presence to make sure everything runs smoothly, schedule maintenance, and keep an eye on the condition of the property.

Switching up your management model is a process. It’s not something that happens overnight. Think of it as more of an evolution rather than the flip of a switch.

Of course, no two facilities are the same, but self-storage is a commodity. Keeping pace with the needs of your customers is paramount, and in today’s market that means adjusting your management model to best fit the needs of your tenants.