Who’s Guarding the Gate?
The Unmanned Edge of Remote Management with No Hidden Fees
For operators looking to lower payroll expenses while generating consistent cash flow, a remote management model can be very appealing. But with more opinions than there are remotely managed sites, how can an owner know if this is a viable option?
What is Remote Management?
Operators often view remote management with a mix of skepticism and anxiety, seeing it as a gamble that could leave their asset vulnerable. Too often the term creates an image of an abandoned, unmonitored property where broken gates go unnoticed, security issues arise, and potential tenants wander around frustrated they can’t find the manager.
Add to this the widespread misconception that going remote requires dropping a fortune on a complicated tech stack of smart locks and high-end software that could deplete the facility’s cash flow. Depending on who you talk to, remote management sounds like a recipe for lost revenue and operational chaos, with the additional concerns of security, efficiency, and profitability of an “unmanned” option.
The Truth About Remote Management
The “who” behind your remote management is what really matters. Having the right person or third-party partner overseeing your remote management is critical. It takes an experienced manager to drive profit and protect your bottom line. When an unmanned facility fails, it is rarely because of the technology itself, but rather a lack of expert oversight. A seasoned manager can seamlessly orchestrate occupancy, pricing, and facility maintenance while avoiding issues with delinquency and costly repairs.
They have procedures in place to audit data, unearth revenue opportunities, spot security risks, and deliver high-touch customer service from afar.
Models that fail are a direct result of remote management being implemented without the proper systems, accountability, and oversight in place.
Implementing professional oversight removes the fear of remote management and replaces it with the confidence of a hyper-efficient model that minimizes overhead while maximizing net operating income.
Putting the Myths to Rest
We recently asked two of our district managers to dive into the most common myths surrounding remote self-storage management. They broke down why owners should not fear remote management and how our specific operational model, paired with professional oversight, transforms remote management from a perceived risk into a profitable choice for independent owners. Here is what they had to say.
Myth 1: Maintenance issues will go unnoticed.
Austin Bradshaw a district manager on the east coast had this to say, “Our remote management standards require scheduled site visits, documented inspections, photo verification, property walks, climate control checks, camera verification, lighting inspections, and issue escalation procedures. We do not wait to react to customer complaints. Our process requires proactive inspections and documentation designed to identify issues before customer impact occurs.”
Vernal Hutsell, a senior district manager on the west coast had this to add, “I agree, we do not wait for a minor issue to cause a costly repair. With the necessary procedures in place, an experienced team will identify common problem areas and confirm what is happening in real time. Instead of finding out after fact, we see it, address it, and document it, avoiding customer complaints and loss in revenue.”
Myth 2: Call centers can’t replace onsite managers.
“Our call center team delivers the same level of service as an in-store manager”, said Hutsell. “What differentiates StoragePRO is in the training and ongoing support they get as part of our team. We invest heavily in both our store managers AND our call center team which makes a significant difference in the results we see.”
Bradshaw added, “Our call center is an integral part of the success we have seen at our remote sites. An example is at a site we manage in New York. They have helped us transform this property to achieve an 18.25% increase in income, double the conversions, and an over 80% increase in autopay enrollment. It’s proof that “the right” call center can effectively be as good as or better than an onsite manager.”
Myth 3: There are hidden costs to remote management.
“Our remotely managed sites have the benefit of substantial payroll savings while maintaining strong economic occupancy. They have seen reduced delinquencies and generated consistent ancillary revenue streams with no decline in performance. If anything, operational performance improved while expenses decreased.” said Bradshaw.
Hutsell added, “Having the right systems in place means risks can be identified quickly, and in many cases prevented altogether. We track everything and can see exactly what is happening. Remote camera access adds another layer of security to maintain property value. And if something happens, we are experienced to identify the issue and address it quickly.”
Myth 4: The customer experience will suffer.
“The customer experience starts with property upkeep. As an example, maintaining landscaping is as important for a remote site as it is for a manned site. Remote management does not change the quality of service we deliver. The same level of service and support we give to our manned sites is what is given to our remote sites. Whether that is having trash services in place or tracking sign deterioration, our team ensures nothing is missed.” stated Hutsell.
Bradshaw expanded, “I agree physical presence is an important part of the customer experience. But customers also care about responsiveness, accessibility, security, and issue resolution. We provide this with consistent coverage, standardized communication, and proactive follow-up. In many cases, this provides more reliable customer support than a single onsite employee trying to manage all of these responsibilities alone.”
Myth 5: There will be a gap in management.
“When ownership and accountability are clearly assigned there is no room for a gap. Our remote management manual establishes specific responsibilities for the call center, district leadership, vendors, property inspections, delinquency management, auctions, documentation standards, and maintenance oversight. The gap is eliminated because ownership of who does what is outlined in a structured operating model with a team of experts rather than being concentrated in one onsite manager.” Bradshaw noted.
“Having a team of individuals who specialize in what they do looking over your property is far better for performance than one manager who may not have the skills needed to make all of the decisions. Revenue management is a great example. The process we use does more than monitor ECRIs and pricing. It identifies trends early, allowing us to adjust proactively and build value for the owner.” Hutsell added.
From Hesitation to High Yield
There is no need to fear remote management as a viable option for your facility. With an experienced team by your side remote management provides a strategic shift from onsite management to efficient operations, proving the unmanned model succeeds with proper oversight. By utilizing proven operating procedures, trained call centers, and specialized experts, independent owners can eliminate front office costs while enjoying a boost to revenue and property value.