The Great Self-Storage Maintenance Debate: Should You Give Up DIY in Favor of an Outsourced Solution?

Should you handle facility maintenance in-house or outsource instead? For a self-storage operator, this is a pivotal decision that impacts curb appeal, safety, customer experience and, in the end, business profitability. Both options work. In fact, many companies take a DIY approach. However, there are compelling reasons to consider partnering with one or more vendors who can help you with landscaping, pest control, snow removal, painting, roof inspections, gate repair, security-system updates, HVAC servicing and a whole host of other critical tasks.

Let’s look at the top factors that impact decision-making in regard to self-storage facility maintenance and their greater implications for the operation. I’ll discuss how to vet potential providers, ensure a productive partnership and evaluate the quality of their work. I’ll also share general best practices. After all, the ability to know when, why and how to outsource could help you save money and avoid future headaches.

Decision-Making Factors

It can be tempting to manage self-storage facility maintenance on your own, and many operators do. It makes sense, considering the advantages to a DIY approach. First, you can handle issues promptly, minimizing downtime and inconvenience, which is crucial to customer satisfaction and retention. Here are a few other reasons why you might continue to control these tasks:

It’s a convincing case, but there are drawbacks to handling this type of work in-house. To begin, setting up a maintenance team requires an initial investment in tools, equipment and training, which can be a significant upfront expense. There may also be hidden costs in the form of workman’s compensation benefits and other insurance.

Moreover, maintenance tasks can be time-consuming, diverting attention from other aspects of your self-storage business. You must balance these duties with other key responsibilities like sales, marketing and customer service.

Perhaps the biggest reason why many self-storage operators consider outsourcing is expertise. You and your team may simply lack the special skills required for complex systems such as HVAC and plumbing. This limitation can lead to delays and additional costs if external help is eventually needed. You could also be exposed to fines or legal liability for attempting to complete work that is officially required to be completed by a licensed technician due to its complexity or state and federal regulations.

The Outsourcing Solution

Outsourcing provides answers to all of the above challenges and more. It not only gives you access to self-storage system experience and experience, it frees up staff time, allowing your team to focus on other areas of the business. This can lead to better overall management and growth opportunities.

Contracts with vendors can also make your self-storage maintenance costs more predictable. This aids in budget planning, as fixed service agreements can simplify financial forecasting.

Finally, outsourcing can reduce your business risk, as your hired vendors are responsible for their work quality and adherence to regulations. This transfer of liability can provide peace of mind.

Just bear in mind that maintenance services come at a cost. You’ll be paying for parts, labor and service fees, sometimes even fuel surcharges. These expenses can negatively impact profitability if not managed properly. You’ll also be at the mercy of your providers’ schedules, which may result in inconvenient delays. Finally, you’ll have to monitor work quality to ensure that jobs live up to your business standards. This can be greatly alleviated with proper vetting of maintenance providers, which I address below.

Evaluating Vendors

Choosing the right vendors to handle your self-storage maintenance will require research. Gather recommendations and read reviews from other facility operators. This can provide insight to each company’s reliability and quality of work. You’ll also want to:

Your Role in a Successful Partnership

Once you’ve hired one or several vendors to help manage your self-storage facility maintenance, you have a responsibility to ensure your relationships with them are productive. This starts with setting expectations and maintaining open communication. Clear directives ensure mutual understanding and goal alignment.

Complete a full quality and standards checklist and have each vendor sign it before allowing them to start work. It might include specific materials you want them to use or tasks you want completed in a certain way. If you don’t put your preferences in writing, providers will choose the path that’s most cost-effective for them and not necessarily the best for your business.

Hold regular meetings to review performance and address any issues. Consistent interaction helps build a strong partnership. Also, know who exactly will be working at your self-storage facility. If they aren’t a company supervisor or owner, establish a clear line of communication with that person in case of necessary discussion.

Finally, provide constructive comments to your self-storage maintenance vendors and be open to receiving it in turn. Mutual feedback fosters improvement and strengthens the bond. At times, suppliers will know a better way of accomplishing a task. Be open to their input, but the final decision needs to be your own.

Evaluating Maintenance Quality

You’ll also need ways to ensure the work performed by your maintenance vendors meets expectations. There are several ways to do this.

The first and most obvious approach is to conduct an inspection after any repair or maintenance job is complete. Regular checks help maintain standards and will allow you to address issues promptly. Never sign off on or pay for work until it has been fully reviewed and meets your requirements. As a self-storage operator, you should already be regularly auditing the physical condition of your site, so this shouldn’t demand too much additional effort.

In addition, request detailed reports from your maintenance partners. Documentation ensures transparency and accountability. Require that all reports are itemized for parts and labor, so you can be sure you’re receiving fair treatment in your charges.

Finally, monitor the satisfaction of your self-storage tenants to gauge the effectiveness of your facility maintenance. Collect their feedback to identify areas for improvement. It’s good practice to send periodic emails or texts asking for input, as people often believe you know about a specific issue even when you don’t. They may assume you’re ignoring the problem, which makes you look negligent. No one wants that! Satisfied customers are less likely to leave and more likely to recommend your business.

General Best Practices

Following are some other key factors to consider when outsourcing self-storage maintenance.

Accounting. Maintenance requires careful bookkeeping. When doing things in-house, you’re tracking wages, equipment and parts; but for outsourcing, expenses are recorded as vendor payments. Make sure you differentiate between everyday repairs and those that require licensed technicians.

Emergency preparedness. Develop a plan to handle unexpected maintenance issues promptly. It should include a list of essential contacts including any in-house maintenance staff and all outsourced vendors. Consider pre-assembling some kits that contain the necessary tools and supplies for common emergencies, as this can help you keep things functional until your hired partner arrives. Regular training for staff on emergency procedures and quick fixes is also smart.

Risk management. Proper insurance coverage is crucial for mitigating risks associated with self-storage maintenance activities. Ensure your facility has comprehensive coverage for property damage, liability and worker’s comp, and verify that your vendors have appropriate insurance to cover any damage or injuries that occur during their work.

Customer communication. Keeping your self-storage tenants informed about maintenance activities can enhance their satisfaction and trust. Provide advance notice for tasks that might affect facility access or services, and be transparent about the steps you’ve taken to improve the facility. Establish a system through which customers can provide feedback and report maintenance issues. This will ensure they feel valued and reassure them about the facility's quality of management.

Technology. Even if you’re working with multiple vendors on maintenance, it’s up to you as the facility operator to keep track of routine tasks and unexpected repairs. The right tools can help you streamline the process. There’s software available to assist with scheduling, task tracking, inventory management and communication.

Eco-friendliness. Sustainability is becoming increasingly important in all industries, including self-storage. Consider the impact of your own maintenance practices and those of the vendors you hire. For example, encourage the use of energy-efficient lighting and HVAC, and always opt for environmentally friendly materials and products. Implement proper waste disposal and recycling practices and confirm that the companies you support use them, too.

Prevention. Implementing a robust program for prevention is essential in self-storage maintenance. Regular inspections and routine upkeep can prevent small issues from becoming major problems. Leverage your vendor partnerships to ensure your HVAC systems, roofing, gutters and downspouts, security systems, lighting, and pest-control measures are all performing as they should.

The choice to outsource your self-storage maintenance needs depends on various factors including cost, flexibility, staff expertise and availability, potential liability, and others. By carefully evaluating potential vendors and maintaining strict quality controls, you can ensure your property is well cared for, thereby enhancing curb appeal, safety, customer satisfaction and asset profitability.

Kevin Harless is development director for Storage Authority Franchise and a resident of Dallas, Texas, where he’s spent the last 15 years of his career in self-storage construction, management and acquisition. You can reach him at [email protected] or www.linkedin.com/in/kevinharless.