Frequently Asked Questions

Listed below are the most frequently asked questions by customers who are new to virtually managed self-storage. These may also be questions that you're having as well. If so, don't worry! Provided are not only answers for the customer, but also information that may be helpful for you regarding how to speak to, as well as address, these common concerns.

Will there ever be someone physically on site I can speak with?

      -For some customers, the move to virtual management can be a jarring change, as they are used to the comfort of a familiar face that they can physically speak with in the office.  Although, no, there will not be a physical manager on site moving forward, be sure to remind the tenant that there are systems in place that equip you as the virtual manager to assist with whatever issues they may have. Speak to the benefits of this type of operation (the operating hours can be expanded, they will always receive assistance when they come in, etc). Also remind the tenant that though the interaction is virtual, you are still able to speak with them "face-to-face" in the office whenever they need assistance!

What if I want to see the unit before renting? 

      -Prospective customers will still be able to view units before renting if they choose! You may opt to move toward foregoing locks on vacant units (utilizing tear away tags instead), which simplifies this process. However, use of automated locking systems or DaVinci locks make conducting a tour virtually possible. If your policy is to add locks to vacant units, simply direct the tenant to where the unit is located (you can provide a temporary gate code if available) and provide them with the unlock code for the assigned lock. If you have automated locks, simply remote open the unit through your access system. Photos and/or videos of unit sizes are also helpful tools to have when virtually managing. Demo units are even better. This often times removes the tenants need to view a unit at all before renting!

What if the power/internet goes out?

      - The virtual counter is equipped with a cellular backup in the event of an internet outage. This would allow the counter to still operate via a secondary connection on the network. Communication with VMOS to trigger alerts for facility level activity will still occur. In the event of a power outage, the response will be similar to if there was a physical manager on site. The Virtual Counter will defer to a backup power source and remain operational for approximately 30-45 minutes. However, the phone lines will always remain open, so tenants can still get any needed assistance via phone during that time. Facilities using automated Noke locks will remain locked and revert to their battery backup for power. Their items will remain secure and tenants can still access their units if necessary. 

How will maintenance issues be addressed now that no one will be physically in the office?

   - 1099 independent contractors, in conjunction with facility cameras, are key to identifying and addressing maintenance issues at the facility following the move to virtual management. These individuals may be a qualified tenant, or someone who you already utilize for these purposes. They will be your eyes and ears at the property and will be able to address facility issues as they arise, typically through visits to the facility 2-4 times a week (depending on facility demand). Let the tenant know that, though you will no longer be physically at the facility, there will still be regular maintenance personnel dispatched weekly (or more frequently) to address any maintenance concerns. 

Will my items still be secure even though there isn't someone on site?

      - Remind the customer of existing security features at the facility, i.e. cameras systems, gates, alarm systems, exterior lighting, etc., all put in place for their safety as well as the safety of their items. If an automated locking system like Noke is being used, remind the tenant that all activity into and out of the facility is being logged, 24/7.  Consider implementing a See Something Say Something program. The biggest asset we have as managers for knowing what is happening at the facility is the tenants themselves! Consider offering a small credit or incentive for providing verifiable information about suspicious activity or issues at the facility. 

These are just a few questions you will encounter during the transition to virtual management. Remember, this period is only temporary, and both you and the tenant are learning this new process together. Be understanding and empathetic when addressing their questions. Your confidence will be key in aiding them through this process. Eventually, both you and the tenants won't remember a time before virtual management!