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Access Control: How SAM and Five Star Storage do it w/ Lynn Sykes & Eric Gardner
Manage episode 417193360 series 3470116
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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
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