In the larger world of business, the self storage industry stands out as a sector that relies on trust, efficiency, and customer service more than many other business models. Although the physical infrastructure, security systems, and technology play significant roles, it’s the people behind the scenes that truly make a difference at any given self storage facility. Let’s discuss the pivotal role of Human Resources Management in the self storage industry.
The Vital Role of Human Resources in Self Storage
Human Resources Management (HRM) is the strategic approach to effectively managing people in a company or organization. In the context of the self storage industry, HRM ensures that the staff, from the front desk to security personnel, are well-equipped, motivated, and aligned with the company’s goals.
However, the self storage industry is unique. Customers entrust their valuable possessions, oftentimes items holding priceless sentimental value like family heirlooms, to a facility. In these cases, the customer’s need for storage is triggered by a death in their family or a catastrophic event like a fire, which includes an additional subset of requirements every self storage facility’s team members need: empathy and forging trust with customers. Empathy and trust don’t reside in a facility’s bricks, locks, and cameras – they must be in the people managing these facilities. Hence, effective HRM needs to build, maintain, and enhance trust and empathy.
Hiring: A Critical First Step to Building a Strong Team
In the self storage industry hiring the right individuals is critical. These are the people who will interact with customers, respond to their questions and concerns, manage the logistics of storage units, and ensure that security protocols are always followed. Your HRM solution plays a crucial role in identifying individuals who are not only skilled but also embody the values and ethos of your self storage brand.
If you don’t have a robust HRM solution you can’t find, hire, or keep the right people for your organization. If you have the perfect HRM solution but it’s not implemented correctly, or it’s not maintained to react to the unique circumstances of your brand and workflow, your team members and customers won’t be happy, and you’ll struggle to keep them. That’s bad for business across the board. It will reduce revenue, inflate marketing expenses (as it’s more cost-effective to keep the employees and customers you have), and it erode brand loyalty.
Training: Equipping the Team for Excellence
Once the right candidates are onboard, the next important step is training. The self storage industry has nuances like any industry. For example, self storage team members need to master the following skills typical to most self storage facilities:
- Understand the specifics qualities and ideal use for each type of storage unit in your facility,
- Master the technology that powers your facility,
- The Facility’s security system,
- How to react to emergencies,
- And many more.
Your HRM ensures that every team member undergoes comprehensive training, making them industry experts who can offer top-notch service to customers.
Employee Well-being and Retention
A motivated and satisfied employee is more likely to provide exceptional service. HRM in the self storage industry focuses on employee well-being by ensuring a healthy work environment, fair compensation, and growth opportunities. Also, by addressing grievances in a timely fashion, offering regular feedback, and recognizing outstanding performance, HRM plays a pivotal role in addressing employee questions and issues quickly and fairly, which leads to improved employee retention.
Legal and Ethical Considerations
The self storage industry, like all other industries, must comply with various laws, including Federal, State, and sometimes Municipal rules and regulations concerning employee rights, safety standards, and payroll. HRM ensures compliance with these regulations, safeguarding the company from potential legal pitfalls and fostering an ethical work environment.
Performance Management and Growth
For a self storage facility to thrive, continuous improvement is essential. HRM oversees performance management, establishes benchmarks, and helps evaluate employee performance against the standards. By identifying areas of improvement and providing guidance, HRM ensures that the facility’s team is always evolving, learning, and growing.
Key Takeaways
Human Resources Management is not just something behind-the-scenes that tracks employee benefits and payroll – it plays a much larger and more important role. HRM is, in fact, the heartbeat of any organization, especially in the self storage industry given the key roles team members play in it. By ensuring that the right people are in the right roles, equipped with the necessary skills, and motivated to give their best, HRM contributes significantly to the success of any self storage facility.
In the hyper-competitive landscape of the self storage industry, facilities vie for customers’ attention based on pricing, location, and features. However, the human touch – the smiles, the assurance, and the critical combination of empathy and expertise – often make the difference. Behind that human touch is the strategic, ever-evolving world of Human Resources Management applied in your facilities, making it an indispensable pillar of success in the self storage industry.
Do you have a human resource question or any other question related to owning, operating, acquiring, or building a self storage facility? Contact Peter Spickenagel at 248-600-4970.
Peter Spickenagel, President and CEO of Citizen Storage Management, is a nationally recognized expert in self-storage management. A frequent speaker at national conferences, he advises industry leaders and owners on key topics such as Revenue Management, Operational Best Practices, Creative Marketing Campaigns, and technology trends.
