Welcome back to Self Storage Lab, the podcast where we deconstruct how operators are adapting to today’s technology-driven landscape—and what it means for the future of the industry.
This episode’s guest is Tommy Nguyen, co-founder and COO of StoragePug—a company that started with one family-owned facility and evolved into one of the most beloved tech brands in self storage. From his early days as a pre-med student to becoming a bootstrapped founder serving over 2,000 facilities nationwide, Tommy’s story is one of grit, humility, and relentless optimism.
In this episode, we explore:
If you’ve ever wondered how to scale a business without losing your soul—or how to stay customer-obsessed while saying “no” to the wrong ideas—this conversation is a masterclass in building with heart.
(00:02:11) From Vietnam to Knoxville—Tommy’s immigrant story and the inflection points that shaped his path.
(00:09:01) Helping small operators compete head-to-head with REITs.
(00:13:16) Are we a product company or a service company? Defining the StoragePug identity.
(00:20:38) Bootstrapping in a world of venture-backed startups—and why it worked.
(00:28:34) What Tommy believed as a first-time founder (and doesn’t anymore).
(00:36:23) The three-part framework for deciding which features to build.
(00:41:06) When to kill a product—and why sunk costs don’t matter.
(00:47:21) Staying focused in a crowded landscape of new tech.
(00:54:56) Why small operators can’t afford to look “small” online anymore.
(00:57:47) AI as augmentation, not replacement—and what’s next for StoragePug.
(01:07:24) How becoming a dad changed Tommy’s priorities and leadership style.
Frameworks & Philosophies
Tools & Rituals
Favorite Nuggets
🔗 More from Tommy & StoragePug:
storagepug.com
Summary
In this conversation, Faraz Hemani shares his journey from a successful career in big tech to becoming a self-storage entrepreneur. He discusses the challenges and motivations behind his leap into entrepreneurship, the importance of understanding risk, and how his upbringing shaped his views on money and investment. Faraz elaborates on his early ventures in real estate, the transition to self-storage, and the operational control that comes with it. He emphasizes the significance of data-driven decision-making, remote management strategies, and ensuring quality in operations. The discussion also touches on pacing growth, building a customer-centric culture, and the importance of personal well-being and inspiration in entrepreneurship.
Chapters
(00:00) The Leap from Tech to Self Storage
(02:53) Understanding Upbringing and Risk
(05:49) Early Ventures in Real Estate
(08:55) Transitioning to Self Storage
(11:57) Operational Control in Self Storage
(15:00) Navigating a Competitive Market
(17:38) Data-Driven Decision Making
(20:56) Remote Management Strategies
(23:31) Ensuring Quality Control
(26:30) Pacing Growth and Optimization
(30:33) Identifying Cracks in Growth Strategies
(32:45) Tech and Systems for New Operators
(35:37) Operational Focus and Team Dynamics
(37:40) Customer Experience and Team Training
(45:05) Balancing Work and Personal Life
(48:22) Sources of Inspiration and Learning
(51:06) Rapid Fire Questions and Insights
Sound bites
"I don't need Google anymore.""Data is going to be a huge edge.""YouTube is a university."
Keywords
self storage, entrepreneurship, risk management, real estate, operational control, data analysis, remote management, customer experience, growth strategies, personal development
Welcome back to Self Storage Lab, the podcast where we deconstruct how operators are adapting to today’s technology-driven landscape—and what it means for the future of the industry.
This episode’s guest is Jackson Stevens, co-founder and CEO of SpareBox Technologies. From classical musician to building one of the most operator-informed tech stacks in self-storage, Jackson’s path is as unconventional as it is compelling. Before SpareBox, Jackson played a pivotal role in building Red Dot’s internal FMS platform, scaling SpareBox Storage to over 7 million square feet, and launching tech that bridges the gap between traditional management and remote-first ops.
In this episode, we explore:
If you’ve ever tried to build tech that actually works in the real world—or wondered what the future of remote operations looks like—this episode’s for you.
Also in our queue: Episode 25: The Modern FMS with Cubby CEO Matt Engfer
In this episode we discussed:
(00:00:20) From Baroque music to bold tech—Jackson’s winding path to storage.
(00:02:31) Pattern recognition, CrossFit, and life as a percussionist.
(00:06:50) Why most music school grads now work in tech.
(00:09:00) Creativity, culture, and leadership rituals inside a lean startup.
(00:14:30) Swivl x SpareBox: behind-the-scenes GTM playbook swaps.
(00:19:00) Building Redline—Red Dot’s internal FMS—and the hard lessons learned.
(00:24:45) Spending time with users: the lost art of field empathy.
(00:26:50) The surprising edge cases that complicate "simple" storage software.
(00:33:45) Auctions, automation, and designing for scale from day one.
(00:36:30) When solving your own pain points becomes a product strategy.
(00:39:15) Crossing the chasm: how SpareBox navigates adoption in a slow-moving industry.
(00:43:00) Consumer expectations vs. operator workflows—where we’re still catching up.
(00:46:11) TikTok tours and 5x5s: The REITs get social.
(00:49:45) Why most storage customers are first-timers—and what that changes.
(00:52:15) Elon Musk, agile retrospectives, and the pursuit of elegant ops.
(00:54:57) The case for remote-first ops—and what’s holding the market back.
(01:00:12) Why self-storage might lead the charge in virtual CRE playbooks.
(01:08:00) What Jackson would reinvent next—and the tech trend he thinks is overhyped.
Mentioned in This Episode:
Frameworks & Philosophies
Internal Tools & Innovations
Favorite Nuggets
🔗 More from Jackson & Team:
https://spareboxtech.com
https://www.linkedin.com/in/jacksonstevensco/
If you haven’t already, go download our guide to Abandoned Cart workflows “Win-Back Opportunities.” We cover how to capture revenue from potential customers who start checking out on your website, but don't quite finish the process.
Welcome back to Self Storage Lab, the podcast where we deconstruct how operators are adapting to today’s technology-driven landscape—and what it means for the future of the industry.
This episode is a throwback to the early days—with just Mason, Rodolfo, and Kyle at the mics. Together, they unpack where we really are in the AI timeline, why some businesses are pulling back from their GenAI experiments, and how to distinguish between what’s hype and what’s actually working in the real world.
Whether you’re an operator trying to make sense of “AI-powered” products or a team leader wondering how to onboard your staff into an AI-native future, this episode offers both clarity and a reality check.
In this episode, we explore:
If you’re tired of the hype and want the real roadmap for implementing AI in your business, this episode is for you.
In this episode we discussed:
(00:00:20) Blink-182 is old now? Let’s feel that existential crisis together.
(00:01:30) The “trough of disillusionment”—why GenAI pilots are stalling in enterprise.
(00:04:00) Transformers are 8 years old—so what’s really new about today’s AI?
(00:07:30) Why OpenAI, Microsoft, and Google are spending billions on basic research.
(00:09:30) AI isn’t magic—it’s a systems engineering problem.
(00:10:45) Most “AI” is machine learning—and that’s a good thing.
(00:12:30) AI-powered vs. AI-native vs. agentic: breaking down the marketing speak.
(00:16:30) Why consumer expectations are driving product branding more than features.
(00:18:00) Swivl’s 32-model system and what it means to be AI-native.
(00:20:00) Multiverse of agents? What’s real, what’s branding.
(00:23:00) Operator and Rabbit: why AI agents still fall short for real tasks.
(00:25:00) Why Swivl’s AI helps operators—not just consumers.
(00:28:00) OpenAI Connectors—live HubSpot integration and use cases.
(00:30:30) Apple Notes x GPT: the small UX wins that make a big difference.
(00:32:00) What is MCP (Model Context Protocol) and why does it matter?
(00:34:00) Human team analogies for AI agents—building your own AI company org chart.
(00:36:30) Your iPhone camera is the best real-world example of agentic AI.
(00:39:00) Will users ever care how AI works? Nope. They’ll care if it folds laundry.
(00:41:00) Deterministic vs. non-deterministic models: when to use which.
(00:43:00) How Swivl uses both: empathy-driven recommendations + reliable pricing logic.
(00:46:00) Why Apple and Amazon haven’t cracked full AI assistants yet.
(00:49:00) Real talk: banks and airlines would have done this already if it worked.
(00:52:00) What’s next from Swivl—collections agents, onboarding tools, and more.
Mentioned in This Episode:
Internal Tools & Innovations
Industry Inspiration
Favorite Nuggets
Miscellaneous Mentions
Want to learn more about what AI can do for your facility? Check us out at tryswivl.com or Schedule a demo!
This episode’s guest is Robert Madsen, president of U-Lock Mini Storage Group and the Canadian Self Storage Association. Robert’s story is rooted in the early days of the industry in Canada, having grown up working in his family’s first converted warehouse facility. Today, he leads one of British Columbia’s most recognizable storage brands and is a fierce advocate for the Canadian self-storage industry.
In this episode, we explore:
(00:00:20) From childhood chores to national leadership—Robert’s self-storage origin story.
(00:03:11) Modular storage before it was cool—building units on demand in the 1980s.
(00:05:00) Detouring into airport ops—and what storage can learn from aviation.
(00:08:59) Crisis calm—why emergency landings prepared Robert for anything in storage.
(00:12:23) Climbing the corporate ladder…and choosing self-storage over silos.
(00:16:00) More than just stuff—why self-storage is about serving life’s transitions.
(00:19:30) Hiring for empathy—what Robert looks for in customer-facing team members.
(00:21:24) Bringing AI into ops—from call analysis to weekly training video automation.
(00:26:56) How Robert got his team to "get" AI: a live demo that changed everything.
(00:29:53) Creating an AI-literate culture—leadership’s role in empowering experimentation.
(00:30:28) The domain name coup—how he landed selfstorage.ca before it was hot.
(00:32:56) Canada ≠ U.S.—misconceptions, consumer behaviors, and population scale.
(00:36:00) The cost of doing business—land, taxes, and pricing pressure in Vancouver.
(00:42:00) Must-haves for Canadian customers: safety, cleanliness, and professional service.
(00:44:00) Why Canada lacks lien laws—and how CSSA handles policy advocacy.
(00:48:00) The tax battle—why being labeled “passive income” is hurting operators.
(00:53:00) Use your data honestly—Robert’s advice to avoid vanity metrics and flawed deals.
(01:00:22) Final advice for operators—optimize now, train relentlessly, and control what you can.
Company Overview & Background
Business Model Evolution
Operational Philosophy
Technology & Innovation
Team Structure & Management
Market Outlook & Industry Trends
* Seeing demand normalization post-COVID correction
In this episode, we welcome Katharine Lau, an accomplished entrepreneur and innovator in the real estate and proptech space. Katharine is the Co-Founder and CEO of Stuf Storage, a fast-growing self-storage startup that’s reimagining how we use urban space.
Katharine shares her journey from a decade-long career in commercial real estate—working at firms like Prudential Real Estate Investors, Equinox, and coworking pioneer Industrious—to launching Stuf in 2020 with a mission to transform underutilized spaces into tech-enabled, hospitality-inspired storage.
She opens up about the “aha” moment that led her to start Stuf, how her experience outside the storage industry shaped her approach, and why she believes the future of storage is local, software-enabled, and design-conscious.
In this episode, we discussed:
(00:02:31) The path from Shanghai skylines to storage startups—Kat’s early inspiration from global cities.
(00:03:55) From hotel dreams to gritty strip malls—Kat’s career climb through real estate.
(00:05:26) The pandemic pivot—how ghost kitchens, sourdough fails, and basements led to founding Stuf.
(00:07:15) Customer-first storage—why Stuf is works for women and local communities.
(00:10:28) Why Kat loves self-storage—and how she makes the mundane magical.
(00:11:21) What is Stuf? A tech-enabled, AI-powered, remotely operated self-storage marketplace.
(00:13:59) Operating 30+ locations with 3 ops staff—how proprietary tech makes it all possible.
(00:14:10) Meet Sidney, the AI agent—Stuf’s newest “employee” managing sales, service, and collections.
(00:15:09) The landlord play—how Stuf structures rev-share partnerships with property owners.
(00:17:08) Is Stuf a brand? A tech company? A marketplace? Kat explains why the answer is yes to all.
(00:19:01) Letting fires burn—how Kat decides what to prioritize as a CEO.
(00:21:33) Staying grounded—how notebooks, air traffic control boards, and muffins keep her centered.
(00:23:19) Lessons from Equinox and Industrious—building with a tech-first, asset-light mindset.
(00:26:40) Balancing automation and humanity—what AI can and can’t (yet) replace in storage ops.
(00:29:04) AI adoption advice—Kat’s tips for beginners and skeptics to just start exploring.
(00:31:27) Surprising the engineers—how Kat became the AI evangelist in her own home.
(00:34:32) The inevitable human craving—why Kat believes we’ll soon swing back toward connection.
(00:37:00) The vertical city vision—how Kat sees future buildings transforming into stacked communities.
(00:41:05) Beyond storage—ideas for retail pop-ups, last-mile logistics, and urban honeybee farms.
(00:46:13) Expansion strategy—how Kat thinks about selecting new cities (and what she got wrong at first).
(00:49:35) The self-storage paradox—same four walls, radically different product.
(00:51:33) Doubling revenue in 2025—what’s next for Stuf, including new markets and product launches.
(00:52:25) Hot takes—why every storage brand doesn’t need neon colors or another box logo.
In this episode, the podcast hosts welcome Gabriel Luna, an accomplished marketing expert known for his strategic acumen and innovative use of AI in marketing. Gabriel is the Engagement and Communications Manager for KobreCo, overseeing brands like Trojan Storage and QuikStor.
Gabriel shares his journey from a background in computer science to a leadership role in self-storage marketing, detailing how AI-driven tools have transformed his workflow. He discusses his role as chair of the marketing and communication committee for the California Self Storage Association, highlighting key industry challenges like optimization, technology adoption, and automation.
The conversation covers a wide range of topics, including the intersection of creativity and data, the psychology behind AI adoption, and the role of personalization in self-storage marketing. This episode is packed with personal insights, practical applications, and forward-thinking strategies that operators and marketers alike can learn from.
In this episode, we discussed:
(02:06) The spark of a tech-driven mind – Gabriel’s childhood introduction to computers and Unix systems.
(03:41) From computer science to marketing—how a passion for tech and creativity shaped Gabriel’s career.
(05:40) AI as a daily assistant—how Gabriel integrates generative AI into marketing workflows.
(15:22) Breaking barriers—why AI adoption is still a challenge in the self-storage industry.
(25:47) The balance of art and analytics—how Gabriel harmonizes creativity with data-driven decisions.
(33:43) Adapting to industry shifts—navigating change in self-storage marketing.
(34:23) New responsibilities, new perspectives—Gabriel’s transition to vendor-side marketing with QuickStor.
(34:53) The human side of networking—why relationships drive success in self-storage.
(36:40) AI-powered personalization—how automation is making self-storage marketing more customer-centric.
(41:36) Operational pain points—challenges operators face in an evolving market.
(42:27) The quest for better customer experiences—what self-storage businesses can improve today.
(45:51) Smart decision-making—using AI to optimize marketing campaigns and operational strategy.
(49:33) The future of self-storage marketing—emerging trends and technological advancements.
(51:47) Practical AI applications—real-world examples of AI’s role in self-storage operations.
(56:33) What’s next for Trojan Storage? Gabriel shares upcoming initiatives and big-picture goals.
Also Mentioned in this episode
* ChatGPT (OpenAI) – Gabriel’s go-to tool for automating emails, summarizing meetings, and brainstorming ideas.
* Gemini (Google AI) – Briefly mentioned as part of Gabriel’s workflow.
* Notta.ai – AI-powered transcription tool that Gabriel uses for capturing meeting notes and generating summaries.
* Pandas (Python Library) – Used for data manipulation and analytics within Trojan Storage.
* QuikStor – Self-storage management software, now integrated with Trojan Storage.
* swivl – AI-powered chatbot and automation platform for self-storage businesses, helping streamline customer interactions.
* SpareFoot
* CSSA (California Self Storage Association)
* AI-generated review responses
* Data-driven advertising campaigns
* Eleanor Roosevelt Quote – “The future belongs to those who believe in the beauty of their dreams.”
* AI’s Role in Psychological & Emotional Support
This year on Self Storage Lab, we’ve unpacked the biggest shifts and challenges in the self-storage industry—where operators are adapting to new tech, redefining customer experiences, and learning to balance automation with the human touch. In this special year-end recap, we let our AI co-hosts, Hoover and Athena, take the wheel as we revisit the standout insights, game-changing trends, and best moments from all of our 2024 episodes. From "figital" solutions to real-world lessons about scaling smarter, this rewind episode has it all.
In this episode, we discussed:
Whether you’ve been with us since Episode 1 or you’re just tuning in, this recap is packed with insights to keep you inspired and ready for what’s next in 2025.
Links & Resources:
Thank you for joining us this year. Here’s to innovation, growth, and plenty of laughs as we tackle what’s next in self storage!
In this episode, Rick Beal and Magen Smith, co-founders of Atomic Storage Group, share their journey of rapidly scaling their company to manage over 90 facilities across 20 states since its inception in 2019. They discuss their backgrounds, challenges faced, and how they successfully balance technology and the human touch in operations. The conversation delves into their hiring strategies, the importance of educational marketing, and the future trends in self storage, including technology adoption, the rise of hybrid management models, and the significance of keeping operations streamlined and efficient.
In this episode, we discussed:
(01:33) The Origin Story of Atomic Storage
(02:57) Early Challenges and Growth
(03:50) Out-of-the-box Management Strategies
(05:57) Technology and Trends in Self Storage
(11:32) Balancing Efficiency and Personalization
(17:39) Remote Work and Company Culture
(20:18) Client Relationships and Decision Making
(29:51) Generational Preferences
(30:53) Tech Integration in Retail
(32:14) The Fred Factor: Simplifying Tech
(33:56) Hiring Strategies and Common Sense
(40:31) Trends and Innovations in Self Storage
(45:41) Market Expansion and Organic Growth
(52:20) Rapid Fire: Ranking Tech Importance
We mentioned
The Fred Factor
In this episode, the first vendor guest, Matt Engfer, CEO and co-founder of Cubby, discusses how his company is transforming the self-storage industry with modern facility management software. Matt shares his journey from various industries—retail, life insurance, martech—and how these experiences influence his approach in self-storage. The conversation explores critical topics like revenue management, future tech landscapes, and the importance of having a product-led company. The discussion delves into practical strategies for pricing, the value of customer feedback, and the nuances of effective marketing in a need-based industry.
In this episode, we discussed:
00:30 Matt Engfer's Journey to Self Storage
01:19 The Inspiration Behind Cubby
02:56 Challenges in the Self Storage Industry
05:07 Matt's Background and Early Career
10:10 Lessons from Marketing and Tech
27:04 Building a Successful Software Company
32:26 Challenges and Opportunities in Self-Storage Tech
33:02 Exploring White Space in Self-Storage
36:45 Revenue Management Strategies
47:39 Marketing's Impact on Revenue
54:30 Customer-Centric Product Development
If you haven’t already, go download the second edition of our industry report:The State of Technology in Self Storage. We cover a ton of data points focused on how operators should think about putting The Modern Customer at the center of their universe.
Today’s episode zeroes in on using technology to slash expenses and redefine the role of the manager. We'll discuss everything from the latest tech innovations to old tech and DIY budget-friendly solutions that have stood the test of time. Plus, we'll dive into effective ways to incentivize managers in this evolving tech landscape.
Joining us is Raheem Amer, President at MyPlace Self Storage. With a rich background that includes roles such as president of Mini Mall Storage Properties and senior positions at Devon Self Storage and Extra Space Storage, Raheem brings a wealth of knowledge in operations, acquisition, go-to-market strategy, and revenue management. Today, he'll share his insights on leveraging technology to enhance efficiency and managerial effectiveness.
Mentioned
In this episode of the Self Storage Lab, the focus is on third-party management with a special emphasis on branding and marketing strategies. Melissa Stiles, Chief Marketing Officer at Storage Asset Management (SAM), joins the discussion to share her extensive experience and insights. Key topics include grassroots marketing, reputation management, word-of-mouth referrals, and digital marketing techniques. Melissa also elaborates on the role of influencers, the use of AI in marketing, and how to stay updated with evolving marketing tools. Additionally, Melissa talks about the importance of community-based strategies and handling reviews to enhance brand presence and customer experience.
Mentioned in this Episode
Welcome to the Self Storage Lab — where we deconstruct how operators are adapting to today’s technology-driven landscape and how it might impact your business.
In episode 22 of the Self Storage Lab, the team sheds light on how self-storage operators are adapting to the latest in tech. From the latest in kiosk technology to advanced unattended systems, they dive into insights on how operators can make their implementation in manned and unmanned setups work.
Getting nerdy with us today is Beau Agnello, Chief Operating Officer at Go Store It. Beau brings a rich background from his roles at National Storage and Extra Space Storage, where he contributed to product innovation and managed a significant portfolio. Beau emphasizes the importance of enhancing customer experience through technology and shares the data-driven approach Go Store It employs to remain competitive. The conversation also explores the evolution of staff roles, remote management strategies, and lessons learned in integrating new technologies for a consistently excellent customer journey.
Mentioned in this episode
00:23 - Meet Beau Agnello
01:10 - Exploring Remote Management Technology
02:28 - The Evolution of Self-Service Kiosks
04:40 - Customer Journey: Attended vs. Unattended
05:09 - Reframing the Purpose of Kiosks
06:46 - Enhancing Customer Experience with Technology
12:59 - Virtual Management and Security
19:21 - Specializing Roles for Efficiency
22:06 - Data-Driven Insights and Customer Behavior
32:44 - Impact on Business Metrics and Valuation
36:36 - Balancing Cost and Customer Experience
38:25 - Implementing Kiosk Technology: Lessons Learned
39:57 - Understanding Customer Behavior
43:31 - Key Features for Kiosk Solutions
45:19 - Educating Your Team and Customers
49:35 - Exploring Other Technologies
51:28 - Innovations in Other Industries
59:05 - Final Thoughts and Future Directions
Welcome to the Self Storage Lab — where we deconstruct how operators are adapting to today’s technology-driven landscape and how it might impact your business.
In episode 21 of the Self Storage Lab, we’re diving back into the world of AI with all of the recent buzz over the last week. We review key announcements from the Google I.O. conference, including AI overviews in search, and OpenAI's new product developments. The discussion covers how these advancements might affect search behaviors, content strategies, and digital marketing, especially for businesses dependent on web traffic.
The conversation extends to issues of accuracy and potential disruptions in organic search rankings, exploring the broader impact on operations, security, and customer interactions within the self-storage sector.
Mentioned in this episode:
Welcome to the Self Storage Lab — where we deconstruct how operators are adapting to today’s technology-driven landscape and how it might impact your business.
This episode explores the critical transition from manual to automated access and security systems in the self-storage industry. It highlights the drive for automation prompted by competitive market dynamics and evolving consumer expectations, particularly from younger, tech-savvy customers.
Guests Eric Gardner, Director of Marketing at Five Star Storage, and Lynn Sykes, Sr. Vice President of Operations at Storage Asset Management, discuss the benefits of sophisticated access and lock systems, including enhanced customer convenience and security, and the operational efficiencies these technologies offer. They delve into the importance of selecting compatible service partners, the impact of these systems on customer service and the staff experience, and the financial considerations of adopting new access control technologies.
The conversation also touches on the need for thorough training and the integration of new technologies with existing systems to ensure seamless operations and enhanced customer satisfaction.
Episode Guide
01:14 Introduction and Personal Journeys
04:17 Exploring Access Control: Definitions, Changes, and Customer Expectations
05:36 Exploring Access Control Systems: From Manual Gates to State-of-the-Art Technology
08:17 The Impact on the Customer and Staff Experience
14:13 The Data-Driven Approach: Leveraging Insights for Strategic Decisions
17:49 The Impact of COVID-19 on Access Patterns and Technology Adoption
20:28 Remote Management and the Role of Technology in Customer Satisfaction
22:49 Technology Adoption and Measuring ROI
26:28 Budgeting for Technology Upgrades in Self Storage Facilities
32:33 Exploring Customer Reviews and Shopping Habits
33:20 The Importance of Customer Service and Service Partners
35:50 Managing Remote and Hub-and-Spoke Locations
38:39 Adopting AI and Security Technologies
44:06 Innovative Access Control and Security Measures
47:22 Marketing Strategies and Customer Communication
53:36 Preparing for Technology Transitions and Upgrades
57:58 Enhancing the Customer Experience
Today’s episode will be the final episode on our special series covering our report on the State of Technology in Self Storage. We discuss our main takeaways from analyzing over 2 million customer conversations used to optimize day to day operations, and cover topics including patterns in customer inquiries, most frequently asked about unit size and amenities, and much more.
If you haven’t already, go download the second edition of our industry report directly on our website We cover a ton of data points focused on how operators should think about putting The Modern Customer at the center of their universe.
Mentioned in this episode
Understanding Customer Inquiries: Service vs. Sales
Our analysis revealed distinct patterns in customer interactions, primarily divided into service-related and sales-related conversations.
Operational Efficiencies Through Automation
Automated systems are proving to be a game-changer in managing routine tasks, significantly reducing the operational burden on staff.
Trends in Customer Behavior
Our analysis unearthed interesting trends regarding customer preferences and behaviors, which can inform targeted marketing and service offerings.
The Rise of Digital Communication
Digital channels are becoming the preferred method for customer interactions, offering opportunities for real-time engagement and support.
Seasonal Variations and Customer Needs
Our data also highlighted seasonal patterns in customer inquiries, which can help operators anticipate fluctuations and adjust their strategies accordingly.
Looking Ahead: Personalization and Precision
The future of self-storage lies in leveraging data to offer personalized experiences and optimize operations based on precise customer insights.
As the self-storage industry continues to navigate a technology-driven landscape, understanding and adapting to customer needs through data analysis will be key to staying competitive and delivering exceptional service. Our findings underscore the critical role of automation, digital communication, and personalization in shaping the future of self-storage operations.
Hoping to stand out in this competitive landscape and focus inwardly on improving operational efficiency, operators are looking to the integration of innovative technology and the inclusion of customer-centric amenities within their facilities.
Today’s episode will be part 2 of 3, where we'll touch on the state of technology being utilized today throughout the industry. We start by breaking down the different tools available to operators, big and small, to help run their day-to day, plus how automaton can make you a better operator.
Mentioned in this episode:
Intro to Technology
We asked ourselves the following questions.
Online Presence Breakdown
The rise of digital marketing has created different touch-points for customers to engage with your brand. Prospects are now further down the marketing funnel when they eventually talk to your store team. They will have already visited your website, read some reviews, and perhaps browsed through your rates. You have to ensure you can service prospects and tenants wherever they are.
Back of Office Breakdown
The back of office tech stack is the core of running and operating your self storage operations. These tools help an operator easily manage, monitor, and run their stores and their teams. These directly impact operations, revenue, and tenant management and support measures.
Facility Operations Breakdown
Over the last year there’s been a big push on this front. We’ve seen a lot of good stuff at trade shows related to state of the art hardware and software tools. These tools are helping operators streamline facility operations by helping to reduce operating costs and drive a renewed focus on their IN-STORE customer experience.
If you haven’t already, go download the second edition of our industry report “The State of Technology in Self Storage”. We cover a ton of data points focused on how operators should think about putting The Modern Customer at the center of their universe.
We also unpack over 2 million conversations with customers in the past year. We think you’ll really like it.
Stay tuned for Part III where we explore the entirety of swivl’s conversational data trends and how AI is impacting Self Storage today.
Consumer behavior has changed and operators need to rapidly adopt technology to stay current in today's economic landscape. Just last week, we put the final touches to our newest edition of the State of Technology in Self Storage. Building off of two years of data and a mass surge towards AI-driven experiences, the report highlights unique insights to showcase how new technologies are affecting the industry.
This special series will be divided into three episodes, going over the main sections of the report:
Today’s episode will be part 1 of 3, where we will explore the trends we uncovered from our data and, how operators are adapting to what we call, the Modern Customer.
Mentioned in this episode:
A Year in Review
Trend 1: Efficiency Matters
Trend 2: Conversations as Meaningful Experiences
Trend 3: Augmented Intelligence
Trend 4: Breaking Silos
Common Thread: The Modern Customer
Stay tuned for Part II where we explore the technology and customer-centric amenities that operators are investing in to stay competitive.
In this episode, we nerd about about all things genAI — a year in review:
