By Sherry Miller
The management of self-storage facilities has traditionally been a hands-on operation, requiring an onsite manager to handle daily tasks, customer interactions and facility 
oversight. However, the increase in digital technologies has introduced the option of remote management, where many of these functions can be handled remotely using software solutions and alternate means. Both approaches have unique advantages and challenges, making the choice between onsite and remote management dependent on various management styles, business needs, and customer expectations. This essay provides a balanced comparison of both management styles.
Operational Presence and Customer Interaction
Onsite management is characterized by the physical presence of a manager or management team at the facility. This presence ensures immediate responses to customer issues, hands-on maintenance, and face-to-face interaction in customer service. Onsite managers are often seen as part of the local community, providing a familiar face and personal touches that many customers appreciate. This can enhance customer trust and loyalty, which is crucial in competitive markets.
On the other hand, remote management relies on technology to manage customer interactions and facility operations from a distance. Through centralized software systems, remote managers handle customer calls, email responses, gate code issues and reservation management. While this approach can offer efficiency and cost savings, it may lack the personal connection that onsite management provides, potentially impacting customer satisfaction and the ability to handle urgent on-the-ground issues swiftly.
Cost Efficiency and Resource Allocation
A significant advantage of remote management is its cost efficiency. Remote management often requires lower startup costs than onsite management, which involves more extensive physical infrastructure and staffing. Remote management systems do not require the same level of physical presence, reducing the need for expenses related to office space, utilities and onsite staff salaries, benefits, etc.
However, the initial lower costs of remote management must be weighed against the potential need for more sophisticated technology solutions and training. Onsite management, while potentially more expensive in terms of operational costs, does not usually require the same level of investment in digital infrastructure.
Flexibility and Scalability
Remote management offers greater flexibility and scalability, particularly for businesses that operate multiple storage facilities. It allows for centralized management of several locations, reducing the need for multiple onsite managers and enabling consistency across sites. This scalability is advantageous for business expansion and can lead to standardized procedures and efficiencies not always possible with onsite management.
Though less flexible in terms of scalability, onsite management provides tailored services that can quickly adapt to the specific needs of the facility and its customers. Onsite managers can make immediate decisions based on the current situation at the facility, which can be crucial in emergencies or for handling sensitive customer issues.
Technology Integration and Reliability
Remote management heavily relies on technology, which can both be a strength and a vulnerability. Effective remote management requires reliable internet connections, sophisticated software solutions and continuous monitoring systems. These systems can streamline operations and offer detailed analytics and oversight.Â
Onsite management is less dependent on technology, which can be advantageous in regions with unreliable internet services or for customers who prefer traditional interaction methods. Reduced reliance on digital systems can mitigate cyber threats and data breach risks.
Conclusion
Choosing between onsite and remote management in self-storage involves balancing the need for personal customer service with the efficiencies offered by modern technology and solutions. Onsite management provides a personal touch and immediate on-ground presence, which can be crucial for customer satisfaction and operational responsiveness. Remote management, while offering scalability and cost efficiencies, depends heavily on technology and may lack the personal interaction some customers value. Ultimately, the decision should be based on specific business goals, customer demographics, and operational priorities.
Sherry Miller is a Business Development Manager for XPS Solutions, which has been helping self-storage operators drive revenue with a suite of solutions developed to manage day-to-day operations since 2000. XPS Solutions answers calls for facilities 104 hours a week from tenants needing to make a payment or need gate access. The company offers a tenant-facing mobile app, processing rentals over the phone and much more. The services help increase occupancy, drive revenue, and free up a storage team to care for other needs. For more information, visit https://www.xpsusa.com.
