How To Get The Best Value from Your Security System

Self Storage has boomed over the last 20 years and along with that boom, Self Storage sites have sprung up in just about every town. There was a time when you could build a site with littleopposition: it would be successful in any event and let up rapidly.Well those days are gone folks! Most towns have multiple sites ranging from the smallest row of sheds to multi level stores with lifts and all sorts of features.

How do you differentiate your store over the site down the road? Well, we all try to deliver better service and in most case cheaper prices, but that may not always deliver the results needed for a successful site.
It’s a fact that when you survey customers to find out “Why they stored at XYZ Storage” the highest percentage reason is always “They were the closest site to us.” So, if your site is not the closest then
you’re not going to get the business regardless of what you do. Simple as that.

Now, what happens when the customer is faced with a choice of where to store if there are multiple sites close by? Potential storers are faced with that choice every day. It can be argued that they may
store on price and respond to special offers but surveys show that security of their goods is paramount to them. Price is almost always further down the list.After all, would you store your goods at a site where you didn’t think your goods were secure?

Put yourself in your customer’s shoes for a minute and think about it! More importantly, how would you know if your goods were safe, even if the site promotes “We have security”?
Well, it all gets down to marketing. Security systems in Self Storage are not a big cost. Some sites think they are but in reality, a top level system with CCTV and all the bells and whistles, is about half the
cost of your concrete driveway, on square metre basis. Now, let’s get something straight first up here – an electric gate is not a security system! Owners will tell you it is but all that an electric gate does, is open and close based upon who you want to access the site – it does not prevent unauthorised access. The determined criminal will easily get in and they
do so every day.

CCTV is the other clear solution for Self Storage security. Surveillance, or the threat of it, has a big effect on storers and they tend to behave themselves when they think their actions are being
monitored. We have seen lots of cases where sites had problems with storers that went away once a system was installed. What do these systems deliver? Simple really: an edge over the site that does not have them.

The site that has no security will always tell you: “Oh, we’re lucky, we don’t have crime problem”. These owners are in denial. The sad fact is, their competitor down the road is getting some their
business because their site is secure and the other one isn’t. I have seen this plenty of times. You can guarantee the switched on Manager of the site with security knows all about your break-ins that you
claim you have never had – as they now have some of your customers!
Then, of course, there are owners who try to fool customers with false security. Dummy cameras and signs that say the site is “monitored 24 hours a day” or “state of the art security” are common.
There is nothing worse than taking advantage of storers by lying about security. There are plenty of recorded cases where storers took legal action against an owner for false claims – and won!
So here is my action plan to ensure you get the best value from the security system you have installed.

1. Maintain what you have purchased. Security systems are just like any other piece of equipment. Some components have a finite life like batteries used for backups. Make sure
that door switches are aligned and working, cameras are focused and in good repair. Set out a regular maintenance schedule for the equipment. Clean keypads regularly.

2. Do not make claims that cannot be substantiated. If you have sign up that says “24 hour surveillance” and you don’t have anyone sitting in front of the monitor constantly, you are
lying and are open to criticism or even legal action in the event of an incident. A better sign might read – “24 Hour event recorded CCTV”

3. Monitor your security system diligently – Many sites have systems installed and just don’t use them, for whatever reason. The money has been spent, so make sure that you use the
information that they contain. Access logs and CCTV footage all reveal interesting storer activity and diligently used, can daily uncover undesirable activities and potential security
threats. Make sure the management software link is working and the correct PIN numbers have been downloaded.

4. Ensure that you know how your system works – A time will come when information will need to be retrieved from your systems. Access control information, CCTV images: all can be
extracted from most systems. As the Owner or Manager, it’s important that you know how to retrieve the information from your systems. You will need it someday. It’s your issue, not
someone else’s.

5. Archive information – Keep copies of CCTV footage and access logs if you believe you will need the information in the future. CCTV systems eventually override images stored with
new ones and it could be too late if you want to recover important information later.

6. Check CCTV footage daily – Checking footage daily can reveal after hours activity that is not acceptable. We have seen serial rubbish dumpers, graffiti painters and even fornicating storers
in a lift on played back CCTV footage! If you don’t check daily then you cannot promptly solve the issues discovered. It’s too late in a month’s time, if you find an event you should
have acted upon.

7. Never allow tailgaters – These are storers that come in just behind another storer and cannot be bothered to enter a PIN code for their space. A simple sign that shows a “$95 call
out” fee for false alarms usually fixes this! Also, tailgaters may not even be storers so you must not let them in.

8. Monitor “who’s inside” Many door alarm systems show that the storer has entered the site and that they have opened their storage space door. Keep your eye on these storers and if you think it’s been too long for their door to be open they might be up to something.

9. Make sure the electric gate is not open for too long. 5 seconds should be about the maximum length that the gate is open. Any more than that and you’re inviting others to
enter who don’t belong.

10. Make sure CCTV camera images are usable. Make sure the image is focused and exposed correctly. Poor images are of no use if they are needed in the event of a security breach.
Dealing with a security event is also part of the process. Have you got a plan? How would you deal with a hoard of reporters outside your office, asking questions about the big drug haul seized or the
bomb making materials the authorities just found? Are your security records in order? Can you provide the information needed to the law enforcement
authorities?

How you deal with these issues defines your business in the community and the image of Self storage rests on your shoulders when these types of events happen. Staff can easily be thrust
into the media spotlight, only to say the wrong thing or reveal sensitive information without training
or procedures.

Do not underestimate the importance of marketing the security that you do have. It sends a strong message to the market that you have taken steps to ensure customer’s goods are safe. Customers
assume their goods are safe, right or wrong, when they store with you. Whilst the agreement might say “all care taken and no responsibility”, the very fact that you have charged a fee for storage infers
that the site will look after the goods stored. That’s how the lawyers see it as well. It’s better business to ensure the safety of stored goods than to have endless litigation. The Lawyers are
already rich enough without your contribution!

Storers will find alternative methods to Self Storage if Self Storage gets a bad name for not looking after customer’s valuable goods entrusted to us in the first place to look after.