Results 1 to 4 of 4
Like Tree8Likes
  • 1 Post By Amy_ISS
  • 3 Post By Nick Lackner
  • 1 Post By geraldine1051
  • 3 Post By BroadwayStorage

Thread: Unexpected Problems

  1. #1
    Amy_ISS is offline Community Manager
    Join Date
    Jan 2008
    Location
    Phoenix
    Posts
    952

    Default Unexpected Problems

    Bad things happen in every industry. It could be a flood, fire, break-in or any other catastrophe. How you handle it will show your tenants you have their best interests at heart. Kiwi Self Storage in Australia suffered a huge loss last week as a fire ripped through one of its buildings and destroyed more than 100 units. Since it all began, the company has been forthcoming with information to its tenants via its website and phone. The company hired security personnel to patrol the site, and have acted quickly to help tenants recover belongings. It's a lesson in how to do things right!

    Do you have procedures in place in case something like this happens at your facility? What's your emergency protocol?

    Have you ever experienced a significant incident that required you to communicate with several tenants at once? How did you handle it?
    lady5563 likes this.
    Amy Campbell
    Editor
    Inside Self-Storage
    acampbell@vpico.com

    @AmyCampbell_ISS

  2. #2
    Join Date
    Mar 2013
    Posts
    93

    Default Re: Unexpected Problems

    About a month ago we were notified that the local power company was going to have to shut off power to our building for an entire weekend. (Needed to make major repairs to the sub-station that served the building.) We were very happy this didn't happy in the middle of the busy season, but nonetheless, it presented us with a challenge. We never tried to do mass communication to all our clients at the same time and quickly learned how to do it with our storage software provider. From there, we focused on the communication plan. One communication about a week before the shut down so people could plan. Another about 24 hours before the shut down as a reminder. While no one enjoyed not having access to their units (we locked down the building), we got no complaints as we gave people time to plan.

    Once the power was back on, we had a bit of a scramble as some of our equipment got reset to factory settings and we had to make changes to get it properly on-line. That forces you to become very knowledgeable again with systems you had almost taken for granted. We made notes about everything we had to touch so we have an expected action plan if there is ever a next time.

    Nick
    Nick Lackner
    Founder and General Manager
    City Center Self Storage

  3. #3
    geraldine1051 is offline Senior Member
    Join Date
    Feb 2009
    Location
    CA
    Posts
    990

    Default Re: Unexpected Problems

    A few years ago a huge storm blew part of the roof off one of my buildings. Fortunately not every unit in that building was affected, but there were about 8 units with water damage. I got a crew together to help tenants move their things to other units in a different building. The tenants were just amazing and so very understanding and grateful for our help. Only one tenant moved out, and she had already planned to move. The storm raged for another 2 weeks, and in the meantime we were constantly tarping and re-tarping that roof. That was fun (not)!
    lady5563 likes this.

  4. #4
    BroadwayStorage is offline Senior Member
    Join Date
    Jul 2012
    Location
    Moore, OK
    Posts
    264

    Default Re: Unexpected Problems

    Quote Originally Posted by acampbell View Post
    Bad things happen in every industry. It could be a flood, fire, break-in or any other catastrophe. How you handle it will show your tenants you have their best interests at heart. Kiwi Self Storage in Australia suffered a huge loss last week as a fire ripped through one of its buildings and destroyed more than 100 units. Since it all began, the company has been forthcoming with information to its tenants via its website and phone. The company hired security personnel to patrol the site, and have acted quickly to help tenants recover belongings. It's a lesson in how to do things right!

    Do you have procedures in place in case something like this happens at your facility? What's your emergency protocol?

    Have you ever experienced a significant incident that required you to communicate with several tenants at once? How did you handle it?

    May of last year you might know we took on a few of the deadliest tornado's in history here in Moore Oklahoma. The ones that hit the schools and had lots of life loss. It was about 1/4 to 1/2 mile from our facility, although we did get tons of debris and major hail damage.
    We were without power for days and days, but I was able to go to Norman not far away, and get on my laptop at Mcdonalds (free wifi) and send a mass email via webselfstorage to all my tenants (that had email which was 99%) and give them damage updates and security measures we took to secure their stuff, since the cell tower people thought it was needed to disassemble our electronic gates to gain access (whole other story).
    I recieved tons of email from people in Hawaii, California, all over the country that they appreciated the quick communication and I checked on specifics for them if needed.
    We had about 5 travel trailers totalled out due to hail damage, but luckily our inside units withstood with 0 damage.
    Email is really the best way to communicate to the masses with the click of one button on the storage software and it went to everyone at one time.
    Saved me tons of time, especially when the cell tower was half down and no calls were going in or out, but I still could get texts and/or email.

 

 

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •