Independent Operators Respond to COVID-19

by Taressa Dominguez, TSSA Director of Education & Marketing
April 24, 2020

Knowing how to react to the sudden change in self-storage operations due to the impact of the coronavirus is a challenge, and there is no “one size fits all” solution.  That’s why hearing what other self-storage operators and managers are doing to continue sales and accommodate customers and their communities is so valuable. We checked in with JoLea Pingelton, All*Star Storage, and Jeanne Dube, Solid Ground Storage, to gain insight into their operations and how they are tailoring their response to their tenants during this unprecedented time.  

What were your main priorities in responding to the COVID-19 threat at your facility?

Jeanne Dube:  We wanted to limit traffic and points-of-contact.  The first issue was the amount of UPS drop-off traffic we have in the store.  We immediately stopped indoor UPS drop-offs and posted a sign indicating that UPS would still be picking up from the outdoor drop box.  Second, we started working from home with the e-Lease we just installed.  Managers trade off the onsite duties, but are never onsite together.  We still take appointments if necessary, but advise everyone to keep a distance and wear a mask.

JoLea Pingelton: First around mid-March, we did simple things.  We increased the cleaning frequency and started cleaning touch-points after every customer.  As “stay in place” orders were issued, we closed down the office, but not the gates.  We didn’t want to take the risk to our employees or customers; but as the orders were extended we started to take appointments, while still implementing social distancing.  We have installed the e-Lease and have been able to continue leasing that way.  

How are you handling late fees and foreclosures?

Jeanne Dube:  We will look at it case-by-case and continue to evaluate the situation month-by-month as we go along.

JoLea Pingelton: We’ve stopped foreclosures and auctions.  We will handle late fees on a case-by-case basis.  If they are always late, we will enforce the fee.  If this is the first time being late, we may waive it.  Some local restaurants are tenants, so we have already waived all their April rent.  They are doing a lot to help feed the community, so we are doing what we can to help them. 

How are you addressing security onsite?

Jeanne Dube:  Same as usual.  We walk the property regularly.

JoLea Pingelton:  We have employees alternating onsite that can still watch the property and keep track of who is moving out.  We have access to cameras and are having a Ring camera put in at the front door so we can see who is coming and talk to them if necessary.

Overall, what has been the biggest challenge?

Jeanne Dube:  One of the challenges has been communicating our change in operations and social distancing procedures to some of the customers.

JoLea Pingelton:  The biggest challenge has been readying the office to be fully online.  We’ve had to update our phones, which included a wait time, just so we could forward office calls.

While nobody has all the answers, and the answers may change from month-to-month, it is important to continue to evaluate what your priorities are and set a plan to address them.  Remember, plans can always be adjusted to what suits your facility and community.

What are you doing at your facility to combat the impact of the COVID-19 crisis?  

Let us know.

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