2019 Conference details inside!
Do you play music in your store? Have You Made Any Resolutions For 2019? Insurance doesn’t have to be scary… Parkgate Self Storage Store It Self Storage in the Isle of Wight 2019 Winter Workshop Fire! The nightmare of all self storage operators Focus on... Christel Land
Volume 1, 2019
Chair’s Report Chairman’s Report 3 Do you play music in your store? 5 The threat of fire to a self storage business is always present. Industry News 8 While there are inherent fire risks within self storage buildings, as Have You Made Any there are with almost every building, there are also external factors that Resolutions For 2019? 12 are largely outside the control of the business that can lead to a fire. The recent fire at Shurgard in Croydon attracted considerable media attention and put 2019 SSA UK Calendar the spotlight on the industry in terms of fire protection within buildings, but also on of Events 14 how customers insure their goods. Much of the media coverage has focussed on a New Members 15 group of customers who did not have their goods adequately insured and are now seeking some form of recompense for their loss. Allegations have been made about Young Leaders: Shurgard’s compliance with the fire and building regulations, which they have firmly and Insurance doesn’t have repeatedly refuted. The reality is that the regulations are all about protecting people, to be scary… 16 allowing them enough time to safely evacuate the building, by providing clear exits, fire Parkgate Self Storage separation between floors and the rating of stairwells. More Than Double As tragic as this fire was for the many people who lost their belongings, we can be Their Number of Units 20 thankful that no-one lost their life. Sprinkler systems, or newer technology like mist Focus on... Christel Land 22 systems and other fire suppression systems may minimise the damage to people’s goods Meeting & Dinner in in a fire. However, they also pose other risks in terms of potential false alarms and leakages. Some operators have chosen to put such systems into their self storage Manchester 24 stores, however this is ultimately a commercial decision that each operator needs to Store It Self Storage make. Our industry is largely speaking consumer driven, so if enough customers start in the Isle of Wight 26 asking for these kinds of systems, then operators may consider installing them to meet 2019 Winter Workshop 28 consumer demand. Fire! The nightmare of The current SSA UK team has been together for almost 5 years now, but that is about to all self storage operators 31 change. The Board committed to hiring a new Operational Director at the last strategic planning meeting. This role will assist the CEO in managing the various projects and The FEDESSA & events the Association organises and allow him to work more on strategic initiatives to SSA UK Awards 2019!!! 34 further grow and develop the Association. Conference 2019 36 The Association’s longest serving staff member, Tracey Prigmore has also announced she will be retiring at the end of March. Bryony has taken this opportunity to move into the admin role, which means we are also advertising for a new Membership Services Officer. So, lots of changes in the next few months at the Nantwich office. Details about the new jobs can be found at www.ssauk.com. I would like to take this opportunity to thank Tracey for her many years of hard work and dedication to the Association. She came on board just as another staff member To subscribe to the Focus and Self Storage had left, and shortly after she commenced her role, the former CEO announced his Europe magazine, please contact: retirement. Consequently, Tracey was involved in almost all aspects of the business, Self Storage Association, Priestley House, The Gullet, Nantwich, Cheshire. CW5 5SZ including organising the annual conference in Budapest in 2012. Tel: + 44 (0)1270 623 150 Fax: + 44 (0)1270 623 471 As the Association has grown and employed a larger team, Tracey has focussed more e-mail: [email protected] on the administrative duties of the Association. But as anyone who has been to our Editorial: News items and articles on all aspects of the conferences knows, she is still heavily involved and handles all the registrations leading self storage industry are welcomed, and should be sent, together with photographs if appropriate, to: up to and during the event. Over the 7 years Tracey has been with us, she has probably [email protected] either spoken to or emailed just about every member, and met many of you in person The SSA UK and FEDESSA, or any of its agents/rep- at our various industry events. resentatives/staff, cannot accept any legal liability for the accuracy of the news items and articles contained We will miss her vibrant personality, attention to detail and commitment to making sure in the magazine, which have been obtained and are everything she, and the Association does, is of the highest quality. Tracey is getting reproduced in good faith. Advertising: Advertising enquiries to married in August and is looking forward to spending time with her family and of course [email protected] travelling. Printed by Johnsons Printers of Nantwich, Tel: + 44 (0)1270 625 207 Mike Wilson, e-mail: [email protected] SSA UK Chair
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Do you play music in your store? You may need a licence for that!
If you use, play or listen to recorded music in your store, the chances are you need a music licence. The licencing scheme for copyrighted music has changed recently, with the two previous licencing bodies of PPL and PRS now merging into a single group. However you still need to pay for both licences. The licence would apply to any music played in your reception area, loading bays or corridors within your store, which customers can freely access. It can also apply to hold music PPL represents performers and on your telephone! record companies. PRS for Music is a society of songwriters, composers and music publishers. Under The Copyright, Designs and Patents Act 1988, permission is needed from the relevant copyright holders – those people who create music – in order to play or perform their music in public. Obtaining “The Music Licence“ gives you this permission, in relation to the vast majority of commercially available music. This ranges from grassroots and independent artists and composers, through to the biggest names in the business. In the UK there are two groups that represent the copyright holders. PPL represents performers and record companies. PRS for Music is a society of songwriters, composers and music publishers. Both organisations are tasked with ensuring the creators and performers of music are paid when their music is used in public. Previously both these bodies would invoice you separately for these licences. This often caused confusion, as people believed by registering with one of the bodies they were covered, when in reality you must be registered with both. Now, although the parent companies remain separate, they have created a single body for licencing that covers both groups of copyright holders.
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Do you need a music licence?
If you play the radio or other recorded music in any of the public places in your business then you probably do need a licence. The only exception would be if you were playing “copyright-free” or “royalty-free” music, or music where the copyright protection has expired. This applies to all formats of music regardless of whether you have physically bought a copy on CD, are playing through a streaming service like Spotify or are playing a podcast or live radio. If you are actually broadcasting music in an office, rather than say having people playing it from their computers, then this may also attract a licence fee. The licence would definitely apply to any music played in your reception area, loading bays or corridors within your store, which customers can freely access. It can also apply to hold music on your telephone! We are aware that since the creation of the new licencing How much does it cost? authority that the level of spot This is where it gets tricky with self storage stores. The charge is based on the size of the store and how the music is used. checks on businesses has When dealing with PPL PRS you need to be careful when increased and some SSA UK quoting the size of your business. You do not actually play members have been contacted music through the entire store, you only play it in the corridors about playing music. and reception area, or maybe just in the reception area or
loading area. When completing your licence, do not quote the total square metres of your entire store. Remove all the You do not actually play music net lettable area and other rooms to which the public do not through the entire store, you have access, such as offices, security and cleaning rooms. If only play it in the corridors and you know the square meterage of your corridors alone, then quote that. It does not matter that you may be able to hear the reception area, or maybe just in music inside a storage unit, unless you have specific speakers the reception area or loading area. in the units, then this would not be considered a public space. When completing your licence, do After all no-one can get in there without a key! Typically a self storage store will pay around £130 per licence, so that’s £260 not quote the total square metres of per year. However, it will depend on the size of your store and your entire store. where you are playing the music.
The music licence is somewhat contentious amongst the business community, particularly with small business traders. Some argue that the copyright has been paid when they purchase the music. However, the law clearly states that additional licencing fees are payable when music is “performed” or “communicated” to the public. So, if you are playing copyrighted music in a public place, or to the public, then you will need to pay the licence fee. We are aware that since the creation of the new licencing authority that the level of spot checks on businesses has increased and some SSA UK members have been contacted about playing music. The PPL PRS do have the right to back charge you if they can prove you have been broadcasting music in the past. This is usually limited to the past 10 years of fees.
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INDUStry NEWS Storage Vault opens 5th and 6th site! Riding on the roaring success of their premises in Paisley and Cambuslang, Storage Vault have continued to expand their reach across the West of Scotland with the opening of their two latest sites - one in Scotland Street in Glasgow City Centre, and one in Coatbridge. The Glasgow City Centre site is the 5th site Storage Vault have purchased, and they have got high hopes that it’ll be their most impressive to date! Previously Transport Scotland used the property as a depot during the construction of the M74, but since then, it has lain dormant and was starting to look a bit worse for wear. Storage Vault have injected a bit of life into the property with their distinctive colour scheme of yellow and black, helping it to stand right out in its handy position slotted between the M74 and M8. This is a fantastic site with loads of potential, helping them to extend their reach to inner-city Glaswegian customers. It’s just 1.7 miles south of the City Centre itself, conveniently situated between Shields Road and West Street underground stations. Transport links to the facility are great, easily accessible on foot, by bus, car, train or underground. The site is 14,000 square feet in size, consisting of units that range from 10 – 150 sq ft. The Glasgow City Centre Their second opening in 2018, and sixth operational site overall, is the new site in Coatbridge. Built in 1980, the site is the 5th site that Storage property was previously occupied by HSS Hire and was a Vault has purchased, and they well maintained industrial/trade counter unit. “This site had so much potential, extending our range to East Glasgow and have got high hopes that North Lanarkshire.” Anthony McAteer, Managing Director, said it’ll be their most impressive “We’ve developed the space into our signature, premium self- storage facility.” to date! The site is 30,000 square feet in size – the warehouse is made up of internal self storage units ranging from 10 – 150 sq ft plus two retail units to the front and six individual studio work spaces to the rear. In addition, there is a large, secure yard which will be developed in 2019 into external, drive- a mile north of the interchange which links the M8 to both up self storage units. Storage Vault Coatbridge commands a Coatbridge and Bellshill areas. prominent roadside position with over 26,000 vehicles passing John McGlynn, Scottish Capital founder and investor in Storage daily. Getting to Coatbridge is very easy – it’s a quarter of Vault, said: “Whifflet Street fits our real estate investment strategy of acquiring prime industrial space that requires investment and can be quickly developed into an income generating asset. We continue to assess other investment opportunities that will complement our existing portfolio.”
Work Starts on New Site for Extra Room in Tamworth Extra Room Self Storage has been granted planning permission for a state of the art, 4 storey, 60,000 sq ft self storage facility in Tamworth, Staffordshire. The centrally positioned site, close to Ventura Retail Park, was purchased in 2015. The existing building will be demolished and replaced with an eye-catching, purpose built new store. This is Extra Room’s third site complimenting their existing sites in nearby Nuneaton.
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Janus acquires Active Supply and Design Janus International Europe has acquired Active Supply and Design (ASD). The company said that the acquisition will allow the further development of innovative solutions for the international self storage market. ASD will continue to operate as a stand-alone brand, offering the same expertise for all clients, both old and new. The expanded business will enable both Janus and ASD to offer a wider range of products and services to new and existing operators and builders of self storage facilities. This will include the award-winning Noke- Smart Entry System, a keyless system allowing self storage tenants access to their unit using only a smart phone. “We’re very excited to have David Curtis, Founder and CEO of Janus International Group ASD join the Janus family, said: “We’re very excited to have ASD join the Janus family, and are thrilled about the innovative solutions we’ll be providing to and are thrilled about the the self storage industry on a global scale”. innovative solutions we’ll be providing to the self-storage industry on a global scale”
10 Self Storage Focus - Volume 1, 2019 Self Storage Focus - Volume 1, 2019 11 Have You Made Any Resolutions For 2019? With 2019 well under way, you have probably broken many of your new year resolutions Stepping back and already. Maybe you were doing Dry January, making resolutions outside but didn’t quite make it to the end of the the normal operation can month, or trying to stick to a new healthy really improve the livelihood lifestyle, eating lots of kale and avocado, of your self storage facility. and running every day? Everyone makes these resolutions in their personal lives, but what about for their business? Do you take the opportunity to make some resolutions for your business? Most operators will look at the business regularly to see how the facility is performing, and happier at work. follow the figures, but stepping back and making resolutions Sending staff to training sessions will not only add to their outside the normal operation can really improve the livelihood knowledge, but also allow them to network with likeminded of your self storage facility. individuals, which can help improve staff confidence and Review your Audit and Inspection Schedule happiness, and bring back new best practises to the business. If you are not based in your self storage facility/ies, how often Whether you support your staff with industry training, team do you visit? Visiting your facility regularly will not only help building exercises or by simply listening to their opinions, you keep on top of any issues that may arise, but will also help looking after your employees will encourage them to look after your staff feel supported, and open up better communication your business. channels. Working closely with the manager and taking the time Improve the Service your Customer Receives to listen to their suggestions and feedback, will not only help Consider the service your customers currently receive. Are there them feel valued, but they may also come up with some good any gaps in your service which will benefit the customer? If you ideas for improving your business. have customers who feel they aren’t getting everything they If you are based at the self storage facility, at least once a month need, they may look elsewhere. It may be something as simple approach your facility as if you were a customer. Take time to as a couple extra trolleys, a place to get a hot drink and warm look at things you would normally ignore when rushing into up over winter, or potentially Wi-Fi for business customers who work; for example, the appearance of the building and car park. need to log on to emails. Do you get a good first impression, or are there improvements Take a Look at the Marketing of your Facility you could make? Taking a few minutes to stop on the way in to Review how well your marketing works for you, or if you currently check the windows are clean, the car park is clear of rubbish do enough marketing to make the most of your business. and leaves, and the reception is tidy and inviting. It is very easy to become stuck in a rut, paying for the same Whether you are in the store all the time, or visit once a marketing each month. Make a plan, and measure how your month, make a checklist to cover off each month. Checking marketing works for you. Don’t be afraid to adjust as you go fire regulations are met is definitely one that should be on the along - this is why it is important to keep a check on what is list. Make sure all the alarms are working, signs are in the working and what isn’t! correct place, and fire exits all open freely and easily. Look Get Involved in Your Local Community closely around each unit, and check there is no damage to the surrounding area which could indicate a problem in the unit, This goes hand in hand with your marketing, but if you don’t and check for leaks or damage in the passageways. These more already, get out into your local community. Sponsor an event, detailed checks than the daily walk around will help you to keep support a local adult or children’s sports team; help a charity on top of potential problems, and are definitely worth reviewing with a fundraiser. There are lots of ways to help out your local if you haven’t already. Be aware of areas which need signing off community, and it could help your business too. Not only is by an external company, and make sure these dates are in the it marketing your business, but it is also building a strong diary in plenty of time to ensure they don’t lapse. relationship with your brand in the local community. Invest in Staff Reviews and Training These a just a few suggestions for resolutions in 2019, and areas you may believe your business already focusses on, however Take the opportunity to look at staff reviews and the training truly take a step back and look from a different angle, and you offered to staff. Not only is speaking to employees beneficial for them, but they can also point out areas for improvements, and may be surprised by the simple changes you can make, and the improve the productivity of staff as they feel more valued and results these lead to.
12 Self Storage Focus - Volume 1, 2019 Self Storage Focus - Volume 1, 2019 13 2019 SSA UK Calendar of events
27 February 2019 27 June 2019 Operational Training - Manchester AGM and Dinner Meeting - Manchester 28 February 2019 Operational Training - London 12 July 2019 Ascot Race Day 07 March 2019 Birmingham Dinner Meeting 30 September – 2 October FEDESSA Conference, London 04 April 2019 Bristol Dinner Meeting
09 May 2019 Annual Survey Launch - London
14 Self Storage Focus - Volume 1, 2019 New Members Provisional Member Chaldean Estates Ltd Arc Developments (NI) Ltd Supplier Member The Old Grain Store, 11 Killycolp Road Pickups Services Limited Bromley Lane Cookstown Transdek UK Ltd Grangefield Road Much Hadham County Tyrone Bryans Close Stanningley, Pudsey Hertfordshire Northern Ireland Harworth West Yorkshire SG10 6HU BT80 9AD Doncaster LS28 6JP 028 8676 6633 DN11 8RY [email protected] Lakeland Self Storage Ltd 01302 752276 0113 236 11 44 Unit 1 Kendal Fell Business Park Sherwood Self Storage Ltd Boundary Bank Lane Main Bright Walk Pentalver Transport Ltd Pockmor Ltd Kendal Mansfield oodhouseW West Bay Road Pockthorpe Hall LA9 5RR Mansfield Western Docks Pockthorpe, Driffield NG19 7GL Southampton West Yorkshire Saddleworth Self Storage 01623 633148 SO15 1AW YO25 4SX Austerlands Mill [email protected] 01377 253722 Huddersfield Road Shire Self Storage 0333 150 4483 Austerlands Ram Mill Frank Hardy & Sons Limited Oldham Gorden Street DMWR Architects Ltd Corner House Farm OL4 3QB Chadderton 16 - 18 Hatton Garden Farndon, Newark [email protected] Oldham London Nottinghamshire 0161 624 5578 OL9 9RH EC1N 8AT NG24 3SD [email protected] [email protected] [email protected] Frieze Hall Farm 0207 8703779 01636 681200 Frieze Hall Coxtie Green Road Collingwood Batchellor Ltd Brentwood 46-48 Victoria Road Essex Horley CM14 5RE Surrey 01277 375647 RH6 7QE
Self Storage Focus - Volume 1, 2019 15 Young Leaders: Insurance doesn’t have to be scary…
Written by Debbie Robinson
I regularly hear the gulp of trepidation when I Society tells us that we should talk to employees about selling insurance. That be wary of insurance; “add on”, that’s “expensive” and customers it’s offered on everything “don’t really need”. In fact I think most storage from sofas and kettles, sales operatives have at some point feared the to flights and cruises. insurance conversation with their customers.
It has always baffled me why, and I have spent a great deal of time trying to dispel the myths of storage insurance to not only employees, but to customers as well. Society tells us that we should be wary of insurance; it’s offered Granted, it has at times had a bad reputation, but insurance on everything from sofas and kettles, to flights and cruises. We isn’t, and doesn’t have to be scary. Sold and explained in the can’t possibly say yes to the endless offers, but we do to some. correct way, insurance is a hugely beneficial product that creates What makes us feel compelled to buy? peace of mind, and solace in the face of disaster. Insurance is beneficial when the replacement cost outweighs what we are prepared, or able, to pay. A large proportion of us wouldn’t dream of walking around with an uninsured smart phone; it’s illegal to drive without insurance; and more importantly we wouldn’t pass on home contents insurance. Storage insurance really is no different. If the goods are The majority of storage users are storing something of value to them. That might be a physical value, or simply be of personal important enough value. Either way, if the goods were not important, storage would to store, why would they not be on their agenda. So, if the goods are important enough to store, why would they not be important enough to insure? not be important enough One of the reoccurring barriers is cost, but when you add up the to insure? cost of moving house, (deposit, stamp duty, legal fees, removals, searches etc), storage insurance is a miniscule percentage. Believe me, we’ve done the maths! It’s important to remember that it can be used for a short period of time, with no cancellation clauses, and is also endorsed by the storage company, so in the event of disaster the customer’s claim will be processed with ease. It might come at a higher cost, but there are benefits to this. There are risks associated with self storage, and although we don’t want to scare our customers with detailed stories of these various disasters, we do need to make them aware of the potential risk to storing. Do you tell your customers about merchandise? The use of merchandise will help reduce the risk of damage. Mattress/sofa
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18 Self Storage Focus - Volume 1, 2019 continued from page 16 covers, bubble wrap, hardy boxes, shrink wrap are a tangible form of insurance, and should be offered to the customer, their uses explained. In fact, by having this conversation, offering your professional knowledge, you are prompting the customer to think carefully about their belongings, and how they would like to protect them before considering their replacement value. I hear a lot of customers faltering over the question of replacement value; 9 times out of 10 because they simply do not know the answer. Replacing household belongings costs a lot more than you think. How much is the average sofa, double bed, wardrobe, washing machine? Before you know it, the replacement value on a relatively small unit will reach £5000+. Do some research on this, build your own knowledge, this will be of huge benefit to you, and your customers. We are the experts here. Share your knowledge with the customer to guide them through the process. Customers welcome transparency. We have a duty of care to look after their belongings, so instead of hiding behind the desk, talk freely about the benefits, the potential risks involved, and the various plans you have to offer.
Share your knowledge with the customer to guide them through the process. Customers welcome transparency. We have a duty of care to look after their belongings.
If you or any of your under 40s colleagues and associates in the industry are interested in joining the YLG, please contact Bryony at the SSA UK or either of the representatives below:
Madeline Fahey Paul Whittaker Email: Email: [email protected] [email protected] Phone: Phone: 07791 456 162 07703 34 84 81
Self Storage Focus - Volume 1, 2019 19 19 The Reed family first looked at self storage as they had a need to develop some of their land not being used for their other business. Parkgate Self Even at the early stages, they knew the potential of the site for self storage, as they had available warehouse space, as well as the land to be developed. After some research, they decided to go Storage More ahead with self storage in the building, and caravan storage on the external space. They contacted the main contractor, Kuboid, Than Double Their and the build started in May 2017. It was a very straightforward transition and there were no delays during the initial build, which opened with a modest 60 units, and Number of Units over 50 caravan storage plots, and the first customer moving in July 2017. The modern storage facility was designed with security foremost. The 75,000 sqft site is owned by the Reed The site is fully fenced with an electric gate allowing access. To family, who have over 45 years experience in ensure they safeguarded the security of customers’ belongings, business. The head office of their commercial they have an extensive range of security measures in place, including remotely and locally monitored CCTV with cameras vehicle parts business, Nets, occupies the both inside and outside the building – an essential to any self far side of the site which overlooks Hetton storage business. They have also installed a PTI Security System with access controls and individual storage alarms on all units, Country Park, a former colliery site and part which works alongside Space Manager, supplied by RADical of the National Cycling Network. Systems, to not only protect the customers’ goods, but also manage late payers. All expectations were exceeded with regard to filling the facility with customers, and within the first year they reached full capacity,
20 Self Storage Focus - Volume 1, 2019 friendly facility for their customers. The exceptionally high standards are reflected in the reviews they have received via social media channels and on their website. The Reed family believe that their best marketing tool has been the customers spreading the word about their excellent service and competitive pricing. The next plan is to enhance the website, so that customers can reserve and book storage online, and buy items from the shop online too. Being part of the local community is important to the Reed family too, and they pride themselves on their links with the community, supporting local charities and sporting events, in particular cycling events such as the National Cyclo-cross Championship held in Hetton Country Park. They provided overnight parking and some facilities, and even have a Parkgate bike! They are on a cycling route, so have many cyclists passing by, and made the decision to also have a defibrillator on site ready for emergencies on or off the bike in the local community. While there are no immediate plans to further expand, there is however the space to do so in the future if the demand is there, so watch this space!
All expectations were with a waiting list for indoor units and caravan spaces, so they made the decision exceeded with regard to filling to expand. The work started in November the facility with customers, 2018, taking the total number to145 units. Customers moved into this new part of the and within the first year they facility in January 2019, and it was at this reached full capacity stage they added a much needed (and much appreciated by all the customers upstairs!) goods lift. Parkgate Self Storage has now also added a wider range of units, including some 12 sqft lockers, and expanded the shop to not only sell boxes and packaging, supplied by Simpson Packaging, but also caravan and camping consumables. Parkgate Self Storage is always manned by at least two members of staff on the site during opening hours of 9am until 5.30pm Monday to Friday, and 9am until 1pm on a Saturday. The caravan customers have 24-hour access at no extra cost, and the self storage side may in the future, if a need arises as they grow, extend the opening hours for storage customers. The Parkgate Self Storage aim, when they first started the project, was to put the customer at the centre of all their decisions. The staff take the time to get to know their customers, which vary widely with businesses operating from the units, and keen hobbyists such as a collector of Dinky toy cars, as well as the usual home movers. The key for them is to maintain a professional but
Self Storage Focus - Volume 1, 2019 21 The change in competitiveness means we all need to be much sharper in our offering; there is less margin for error than there used to be. Moving online has also meant that a growing group of customers buy from us without ever speaking to us. That puts a lot of pressure on one single communication channel; the company website! It needs to be more than just a nice looking, Focus on... online ‘brochure’. It also needs to incorporate all those selling techniques we use on the phone or in face-to-face sales. What do you like most about the self storage industry? The entrepreneurs! I love the fact that most storage companies still have a founder-owner involved in the business, one way or another. It gives the industry an entrepreneurial vibe, which is one of the things I really enjoy about it. When I do consultancy, I find it fascinating to go into a new business which I know very Christel Land little about and see the similarities between the founder-owner HiTech Smart Systems & Self Storage Trainer as a person and the organisation they’ve built. So often the two mirror each other and working with that dynamic is something How / why did you first get into self storage? that challenges me in all the right ways. I got into self storage completely by chance! Just over 17 years What do you like least about the self storage industry? ago, I applied for a part-time student job at a self storage facility. That would have to be those very rare customers who take My soon-to-be boss tried to talk me out of taking the job because advantage of the fact that no one knows what is in their unit. I was overqualified, but I wasn’t having any of it. Four days after When I was a regional manager, one of my stores ended up on I started, I found myself as a full-time store manager and half a the evening news after a customer had gone on holiday and left year later I was working centrally at the head office. And the rest, a nice little collection of exotic pets in his unit, some of which as they say, is history. escaped. One of them was a highly venomous, tropical snake What has been the biggest change in the industry since and we needed a special police unit to come in and remove it you started? from the store. How we sell to our customers! Buying decisions have moved What is your favourite book or movie? online to a large extent and our markets have also become My favourite book is Siddhartha by Hermann Hesse. It is a short more competitive. Those two factors put together means that book, but a wonderful description of all the different phases of selling self storage today is quite different to when I started out. life and how the greatest beauty is often found in the simplest of places. If you had a time machine where would you go? I would travel into the future! Most of the challenges we face today - from climate change to global inequity and subsequent migration, to Trump and Brexit – can be boiled down to the fact that our political and economic systems reward short-term thinking over long-term thinking. So, I would take a sneak peak into the future to see how we’ve overcome that. I think industry associations like the SSA UK are important because... We are stronger together! The self storage fire in London on New Year’s Eve is the most recent example of the true value of organising together. There are learnings from that experience which we can all benefit from and through the Self Storage Association we were also able to support the affected company as a community. Right now I would rather be… …exactly where I am. I am very happy with the place I am in life, so I wouldn’t want to be anywhere else. But a nice, exotic holiday sometime soon wouldn’t be a bad thing! What life advice would you give a younger version of yourself? “Don’t push the river, it flows by itself”. Or put differently: if it doesn’t open, it’s not your door. Life has taught me that there is a beautiful synchronicity to it and things happen when it is the right time for them to happen. And the less I try to mess with that natural flow of things, the better it usually goes! I’d really like to have dinner with... My Dad! He spends half the year in Australia, so I haven’t seen him in way too long. If he wasn’t available for dinner, the Dalai Lama would be next on my list.
22 Self Storage Focus - Volume 1, 2019 Self Storage Focus - Volume 1, 2019 23 networking and drinks flowing. If you haven’t attended one of the SSA UK Members’ Meetings Members’ & Dinner before, why not join us for the next one on the 7th March in Birmingham? If you can’t attend the meeting in March, Meeting & Dinner the SSA UK hold regional meetings throughout the year, and all the dates can be found in the calendar on page 14. Bookings in Manchester for these events open approximately a month prior to the event. On Thursday 24 January, 70 SSA UK Members descended on Manchester for the first Members’ Meeting and Dinner of 2019. Held at the boutique hotel, King Street Townhouse, the If you haven’t attended one meeting was on the 6th floor, with beautiful of the SSA UK Members’ views from the terrace overlooking Manchester Meetings & Dinner before, why City Centre. not join us for the next one on Rennie Schafer, SSA UK CEO, spoke at the meeting about the fire at the Shurgard facility on New Year’s Eve. The conversation the 7th March in Birmingham? was around the details that have been confirmed in the ongoing investigations, and the lessons we can learn so far. A lot of the conversation revolved around customer insurance, and the problem with customers having no insurance, or being underinsured. There was also some discussion on the topic of sprinklers and water mist systems, and their role when a fire breaks out in a building, with information provided by specialists Premier Mist UK Ltd. Following a lively discussion, members enjoyed a 3-course meal of scallops, lamb and a trio of desserts, with lots of
24 Self Storage Focus - Volume 1, 2019 Self Storage Focus - Volume 1, 2019 25 but initially this was dismissed by the brothers who were totally unaware of the self storage industry. By chance a few weeks Store It Self later they stumbled on a self storage advert on the internet and immediately realised that this could be an option for the now redundant building. After a little research, and a trip to Storage in the Southampton, Portsmouth and Poole, viewing various self storage facilities, an immediate decision was made to refit the Isle of Wight building as a self storage facility. Work began to convert the ground floor, where the warehouse Store It Self Storage is a family business run by and offices had been, a total of 8,000 sqft. The fit out of 95 brothers Russell and Darren Phelps, and consists units was carried out by Active Supply and Design, with the electrics, monitored CCTV, and intruder and fire alarm system of 2 sites. We take a look at how they first got being installed by local companies. Storman Software supplied into self storage, and where their business the space management system, which the staff at Store It is today. say has proved invaluable. The first customers moved in late summer 2006, and the units started to steadily fill up. After the Russell and Darren first purchased a neglected and run down first 6 months they knew they had made the right decision. site, renaming it Whitecross Business Centre in Shanklin, Isle of Wight, in 2000 as offices and a distribution/warehouse to After two years, the decision was made to expand their storage expand their wholesale and retail giftware business. The site business, and the search for suitable premises in another houses 2, two-storey buildings which were built in the early part of the Isle of Wight commenced. A lot of premises were 70s. viewed before the perfect building was found at Ryde Business Park, next door to the town's 'state-of-the-art' fire station, a They converted one of the buildings into separate industrial great selling point. Constructed in 2002 with a 10,000 sqft units which were leased out, and the ground floor of the other footprint, it had previously been used as a Wholesale Art building was converted into offices and a warehouse and Company, and was originally two floors, comprising of various distribution centre, with 20 modern self-contained offices on offices and an open plan warehouse with parts of a mezzanine the first floor. installed. Demolition work commenced in August 2010, and In 2005 they took the decision to sell the wholesale and retail the building was taken back to four square walls. A two-tier businesses, concentrating instead on their property portfolio. mezzanine floor was added, and 305 units were fitted into the This meant they now had an empty vacant warehouse, which building, again by Active Supply and Design. A large goods they were undecided what to do with. A member of staff lift to the first and second floor was also fitted by DeSeM Lifts. mentioned self storage as their brother was moving back to A new electric sliding glass door and the electrics, monitored the island and could not find suitable secure clean storage, CCTV, and intruder and fire alarm system were again installed
26 Self Storage Focus - Volume 1, 2019 With room for further expansion at the Shanklin site, and a taste for self storage success, I wonder what the future holds for Store It Self Storage?
by local companies. A Paxton Net 2 access control system was successful. Their customers have 7 days a week access but only introduced for simple management of the building, and the during their opening hours when the receptions are manned. new self storage facility was born. With room for further expansion at the Shanklin site, and a taste Being based only 8 miles away from the facility in Shanklin, they for self storage success, I wonder what the future holds for Store were realistic, and believed that the new store would have an It Self Storage? impact on the current Shanklin stores occupancy rates. To their surprise, this didn’t prove to be the case. The store filled up rapidly and both stores have maintained a healthy occupancy. In addition, 21 shipping containers with 24/7 access have been added to the secure rear car park to maximise income. By 2016 with both sites reaching capacity, the company decided the next move was to reconfigure the Shanklin site with conversion of the other building from industrial warehouse units into more storage units. This building now comprises of a further 80 units varying from 15sqft to 140sqft. This work took place in October 2016, and again a large goods lift for the first floor was installed by DeSeM Lifts. Janus were used this time to do the internal fit out of these units, and local companies were used for electrics for this building, monitored CCTV, fire and intruder alarm system, and a Paxton Net 2 access control system to cover both buildings. The conversion was completed in May 2017 with customers moving in to take the space straight away. There are two admin staff at each site during opening hours, and a full-time maintenance person is employed to cover both sites. There is also a mailbox facility at each site, and at the facility in Ryde, they also have 12 external lettable parking bays, which are normally fully occupied. Although the brothers started with zero experience in the storage industry, they adapted quickly and their business model based on excellent customer service with friendly helpful staff maintaining the facilities to a high standard has proved to be
Self Storage Focus - Volume 1, 2019 27 2019 Winter Workshop
This year 40 self storage professionals from across Europe descended on St Anton for the 2019 Winter Workshop. With record breaking snow levels and a fresh snow from the day before, the delegates were met with clear skies and sunshine on the first day, making conditions for skiing absolutely perfect “This was our first time at Before hitting the slopes, Rafe Offer, a specialist in marketing this event and we learned so to local communities, talked about how independent self much from the sessions and storage operators can take on the big brands as a dominant presence in their own communities. This interactive session got other delegates. Of course the delegates thinking about clever strategies they can implement skiing was amazing as well!” at relatively low cost. During the day Storage Future hosted a lunch on the slopes, where delegates enjoyed local Austrian Alexandra Lane, Britannia food and a tour of one of the largest underground wine Lanes of Devon cellars in Europe. That evening the subject of discussion was valuations and preparing your business for sale. Oliver Close shared his thoughts on recent transactions and the state of the property market generally. David Milton gave a very honest and open account of the sale of his business to Shurgard and the lessons he learnt in the process; a discussion topic that was carried on by many delegates during the dinner that night. The next day started with Rennie Schafer talking about how businesses can improve their online presence through better management of customer reviews. He also talked about social media for self storage, which created a lot of robust discussion amongst the delegates. More sunshine on the slopes during the day made for perfect skiing conditions. The final presentations were on the UK Public Survey, the fire at Shurgard, certification programmes and an open discussion on the state of the industry. Then it was off to a local restaurant for some fondue and raclette, with the odd glass of wine “This event allows all the as well. delegates to interact on a one to one basis and we learn so
Major Sponsor much through networking with each other” Alex Henney, Squab Group
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The 2020 Winter Workshop will be heading back to St Anton. Stay tuned for more details.
28 Self Storage Focus - Volume 1, 2019
Self Storage Focus - Volume 1, 2019 29 30 Self Storage Focus - Volume 1, 2019 Fire! The nightmare of all self storage operators There have been two significant fires in European self storage stores in the last few months. One at Pelican Self Storage in Sweden and the Shurgard fire in London on New Year’s Eve. Fire is always a risk in a self storage building, but there are things that operators can do to minimise the risk and The lesson for self storage also prepare themselves in the case of a disaster. operators remains the same - try to make sure your The fire in Pelican Self Storage appears to have started in a single unit. The fire department responded quickly, entered the customers are insured for building and contained the fire to the one unit, however multiple the full replacement value units received water damage and many more were impacted by smoke and soot. The cause of the Shurgard fire is still unclear. of their goods! The police initially suggested arson, but at the time of writing no charges had been laid. When the fire department responded to this fire they decided it was significantly established when they arrived, and as there was no one inside the building, the approach was to fight the fire externally and prevent it from spreading to other buildings. The building was completely value is the replacement cost of the goods; what it would cost destroyed by the fire, just under 1200 units. The Shurgard fire to purchase new now. This can often result in the customer re- has and continues to receive media attention. This is primarily considering the value of the goods generally. They start thinking being driven by customers who had no insurance or not enough about what they are storing and what it would cost to replace, insurance to cover their goods. They have also engaged their rather than coming up with a rough guess figure. Care should local Member of Parliament, who has in turn contacted other also be taken in offering minimum insurance coverage for certain MPs asking questions about fire protection and insurance in the sized units, as people have a habit of just taking the minimum. industry generally. A group of customers have threatened legal Then, if they need to make a claim, they state they thought they action against Shurgard and allegations have been made about only needed the minimum cover and the store should have a lack of alarms and insufficient exit signage. Shurgard have advised them otherwise, even though the store possibly did just repeatedly stated that the building was fully compliant with all that at sign up! Generally, we discourage against minimum building and fire requirements and had been audited as such. levels of insurance, unless they really are high enough to cover Customers’ Insurance the vast majority of storers. Explain to your customers that while The bulk of the negative press on the fires has been driven by self storage stores are very safe and secure, there is always a customers who did not have sufficient insurance. This seems chance that they will be impacted by an unforeseeable disaster, to happen whenever there is a tragedy that impacts a large fire or flood as an example, possibly caused by external forces number of people, be it a flood, fire or other natural disaster. such as a tanker or other freight vehicle crashing near to the The people that failed to take insurance get media attention, store. This is why the insurance of their goods is important. as all their goods are lost and they have no compensation for Items of sentimental value them. Unfortunately the media generally does not cover the Most self storage customers are storing items that have some people who paid for insurance and never made a claim, or even degree of sentimental value to them. It is important that the people who paid for insurance, made a claim and had their operators explain that storing these items is perfectly OK, losses paid out. The lesson for self storage operators remains however insurance covers replacement value not sentimental the same - try to make sure your customers are insured for the value. The SSA UK Agreement states that items which are full replacement value of their goods! unique in nature, and/or where the value to the storer cannot Operators should be considering how the way they sell insurance be assessed on a financial basis, should not be stored. This is influences the level of insurance a customer takes out. It is best primarily to cover items like antiques or unique artwork of high to get a value of the customer’s goods before you talk about value, again because in the case of loss or damage these goods insurance and premiums. This way the customer is more likely are not insurable as their value cannot be determined. to tell you the real value, without being influenced by premium costs. You should also question the customer as to whether this continued on page 32...
Self Storage Focus - Volume 1, 2019 31 continued from page 31 Correct customers’ details Remember those bounced emails and the returned mail you mean to follow up on? That all becomes crucially important if you need to contact your customers in an emergency. You need to make sure your customer database is up to date with correct contact details. If you know a person has moved address, or you are getting bounced or returned mail, then follow up on it and get their correct address. In the case of a disaster you will need to contact all your customers quickly. You can’t do this if Power in units you don’t have their contact details. You don’t want customers Self storage units really should not have power points in them. complaining they have not been contacted, or finding out about Having power in a unit opens up all sorts of potential problems the issue when they turn up to the store months later. Make it and fire risks. You do not have control over what electrical items at least a weekly exercise to follow up on customers who have the customer is using, or whether they have been certified for incomplete contact details. Also make sure all these details are electrical safety. Customers can also use items like heaters, backed up offsite, ideally in the cloud. It's not good having all which can then be left on in unattended units. Customers have your customers details burn down with the store! You should also been known to use grinders and other such equipment in also have details of insurance taken backed up off site. self storage units with power points. There is also the question Fire protection of who is paying for the power the customer is using. If you do It is almost impossible, and not commercially viable, to make want to put power into units for lighting or other purposes, then a self storage building that is entirely fire proof, particularly in put low amp power points in that cannot power items like heaters regard to arson. If a person really wants to burn a building down, and power tools. If you have existing power points, consider it’s hard to stop them. The fire regulations that all businesses putting lock boxes over them. This way if you do open them to must comply with are primarily focussed on the preservation of customers, firstly you can charge for this, but you also know who life, not necessarily property or the contents of the self storage is using the power and can inform them of the conditions of use units. Some operators that are building or expanding their stores and monitor them. are considering the latest technology in fire suppression systems Disaster Management Plan to add additional protection for customers’ goods. Installations No matter how small your business is, you should have a like mist systems are designed to limit the spread of fires and Disaster Management Plan; a document that details who does potentially extinguish them. Particularly for fires that start within what and when in the case of a disaster. All staff and owners an individual unit, these systems can limit the damage to a should be briefed and trained on this regularly. Do you have smaller number of units. Far more advanced than the traditional the resources to contact customers and do all the other things sprinkler systems, having a suppression system installed may give required of you in the instance of a disaster? Where are your your customers more confidence in your store and the protection records stored and how can you retrieve them? Do you regularly of their possessions. However, any water-based system carries check your backups, restoring or testing them to make sure the its own problems. There is always a risk of a leak or malfunction data is accurate? All this and much more should be in your which can cause water damage to customers units. Disaster Management Plan. It’s the essential document that we all hope we never use. The Association has resources to assist you in developing your own plan. Check the members’ section of the website, or contact the office for more details. Adequate business insurance Just as you don’t want your customers to be under insured, equally you do not want to be underinsured. In particular think about your business continuity insurance. Its fine to have insurance on the building, but you have no income until the store opens again and you most likely have ongoing debts and other obligations to pay. Consider how long it will take, not just to re-build, but also to fill the store up to a level where it is profitable. Also consider the time and cost to rebuild. It is likely to be different to when you built it the first time. Fire in a self storage building is a risk that cannot be completely removed. Fires can always start in adjoining buildings, or through external factors outside the control of the business. Fire authorities are unlikely to enter a self storage building to fight a fire unless there are people in the building at the time, or the fire is small and manageable. Operators need to ensure all their fire protection, warning systems and exit signage are maintained and regularly checked. These systems are primarily to protect people in the building and it is vital that they are maintained. Operators should also be doing all they can to explain the importance of insurance to their customers and ensuring they insure their goods for the full replacement cost.
32 Self Storage Focus - Volume 1, 2019 Self Storage Focus - Volume 1, 2019 33 The FEDESSA & SSA UK Awards 2019!!! The Federation of European Self Storage Associations (FEDESSA) and the Self Storage Association United Kingdom (SSA UK) Awards are a wonderful way of highlighting your achievements and rewarding your most significant assets – the people who make your companies, facilities and businesses successful.
Why should you enter? How to enter The winner gets recognition and exposure throughout the The Awards will open for entries in March, and an Awards industry, with the SSA UK Awards being presented at the UK Pack will be sent out to all members with more information Awards Dinner on the 27 June, and the FEDESSA Awards on each of the categories. It couldn’t be easier to enter being presented at the Awards Dinner on the final night of the the awards. All you have to do is read through the entry conference in London on the 2nd October. for your award, write your entry, complete the Permission The winner will also receive a bottle of Champagne; a to Publish Form, and send both the Permission to Publish prestigious FEDESSA Award Trophy; a framed personalised Form and your entry over to Bryony at the SSA UK head certificate for display purposes; a copy of the professionally office. taken photographs from the presentation, ideal for using in Tips your own promotional programme; promotion in the post- A couple of tips for entering: conference issue of FOCUS magazine, and on the FEDESSA • Keep the entry concise – the judges have a lot to read and SSA UK websites for one year; and a press release for through, so make the wow factors easier to pick out, you to distribute to your local media. The winners are also and don’t waffle on! encouraged to make use of other PR opportunities, maybe • Supporting material such as photos and testimonials in their local/regional newspaper, magazine contacts, local are welcome, but don’t send original copies as these radio, or even just on your own website. won’t be returned. • Keep a copy of your entry. • Follow the criteria when writing your entry – this is how the judges will score each entry and making it easier for the judges is always sensible. What made you submit a proposal to the SSA awards? The Awards are a fantastic opportunity to reward staff, Why did you want to do it? celebrate achievements and gain positive PR prospects. We were relatively new to the self storage market, having Any questions regarding the awards, please contact come from a service station background. We spent 12 months Bryony at [email protected]. Good luck! researching the self storage market, looking at all the top storage operators. We then tried to incorporate all the good features we had seen into a brand-new development that merged our own brand identity with the changing consumer market. The result, we believed, was unique in the industry. How has doing it benefited Inner Space Stations? Why would you encourage others to do it? We were delighted to win such a prestigious award and it makes you strive towards excellence. Entering the competition gave us the opportunity to reflect upon and examine our own strategy. I would strongly recommend using the competition as a vehicle to enhance your business and become more customer orientated. Graham Kennedy, Inner Space Stations, winners of UK Independent Facility of the Year 2018
34 Self Storage Focus - Volume 1, 2019 What made you submit a proposal to the SSA awards? Why did you want to do it? I was entered into the awards by my Director - he wanted to recognise the hard work I had put into the company and the achievements I had made. How has doing it benefited Stor More Self Storage? Why would you encourage others to do it? Stor More has benefitted as we are now able to tell customers that an award-winning manager runs the store. This gives them confidence the facility they are using is being run correctly and to a high standard. Personally, the recognition of winning the award after working in the industry for nearly 10 years was amazing. To know that I have been recognised not only by my Director, but also the SSA, has given me a new level of belief in myself. I would encourage anyone to enter the awards. To be recognised and entered into the awards itself is an achievement; to be shortlisted and win is an amazing experience. Angela Lawtey, Stor More Self Storage, winner of UK Manager of the Year 2018 The Categories Manager of the Year Charity Initiative of the Year For the Manager of the Year Award, we have a separate award Numerous self storage facilities are involved in their local for the UK Manager of the Year, and the winner of this award community and charity projects, and the Charity Initiative is entered into the Manager of the Year Award across Europe. Award celebrates just that. The judges are looking for an outstanding manager to win In the Charity Initiative, the judges look at the effort required this award. They look closely at sales success and how they of the self storage business to complete the task; the amount have generated more business; how they market the business of funds raised, or services offered, relative to the size of the to customers; their personality and how they not only get on self storage business; the ability of the charity to raise funds with customers, but other members of staff; how they deal through other means; the synergies between the charity and the with complaints; and any innovations they have introduced or self storage business; the level of promotion the initiative has changes they have made. generated the charity and the self storage business; and how supporting the charity has helped the self storage business. Facility of the Year Innovation Award As with the Manager of the Year Award, the Facility of the Year has 2 separate UK Awards, the winners of which are entered The Innovation Award is not restricted to a specific service, into the Facility of the Year across Europe. In the UK Awards, facility or product, and therefore is not only open to operators there are two Facility of the Year Awards: one for independent in the industry, but also supplier members too. It could be an operators, with 3 or less sites, and one for major operators, innovative process for providing a service or managing the with 4 or more sites. business. The main point is that the entry is innovative to the Across all the awards however, the judges are looking for industry and provides some benefit. The judges are looking for the same thing – a store that stands out from the rest! When an innovation that will have a lasting impact on the industry. judging this award, the business performance, location and construction, appearance, security, marketing, pricing strategy and community involvement are all taken into consideration. Extraordinary Achievement Award The Extraordinary Achievement Award is open to any Association member who has an individual, or group of staff UK Container Storage Facility of the Year members who has/have gone ‘above and beyond’ in a certain Last year the UK Awards had a new category: UK Container instance. Simple as that! This could include exceptional efforts Storage Facility of the Year. to improve the business; conduct of a staff member/ team As with all the Facility of the Year Awards, the judges are looking during an extraordinary situation; outstanding and innovative at the same aspects, however the facility must have 100% of design or construction of a store; exceptional customer service its self storage space in the form of portable containers such on a specific occasion; demonstration of exceptional talent; as shipping containers, or collapsible self storage containers - or demonstration of exceptional commitment to the business. wooden containers do not apply.
Self Storage Focus - Volume 1, 2019 35 FEDESSA CONFERENCE & TRADE SHOW
31st SEPTEMBER – 2nd OCTOBER 2019
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This year’s FEDESSA European Self Storage Conference and Trade Show is heading to London and the fabulous QEII Centre. Two days full of information, networking and entertainment and the biggest self storage trade show outside the USA. This is the must attend event for anyone associated with the European self storage industry. TICKETS ON SALE NOW! See www.fedessa.org for more details & the programme.
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36 Self Storage Focus - Volume 1, 2019 LORD STUART ROSE KARREN BRADY
SPONSORED BY Baroness Brady of Knightsbridge CBE is one of the most RADical Systems (UK) Ltd influential, high profile and respected female business leaders in the UK. Voted Business Woman of the Year, Ultimate Stuart Rose has spent his entire career in retail, joining Marks Entrepreneur and rated among the 50 most inspirational & Spencer plc in 1971, then moving to the Burton Group in people in the world, she is passionate about business and the 1989, where he became a director in 1993. In 1997 Stuart promotion of women in business in the UK. was Chief Executive of Argos plc, and when Booker plc merged with the Iceland Group in 2000, he continued within Karren is CEO of West Ham United Football Club, as well the role. He became Chief Executive of Arcadia Group plc in as Senior Non-Executive Director of Syco Entertainment, November 2000 and left in December 2002 following its sale a company jointly owned by Simon Cowell and Sony and to Sir Philip Green. Stuart then re-joined Marks & Spencer plc leading retail multinational Taveta Investments, owner of global as Chief Executive in May 2004 becoming Chairman in 2008 brands including Topshop. and standing down at the end of 2010. Karren Brady was made a life peer by the Prime Minister, Stuart was Chairman of The British Fashion Council from entering the House of Lords in 2014 and received a CBE from 2004 - 2008, Chairman of Business in the Community from the Queen for her services to business, entrepreneurship and 2008 - 2010 and a Non-Executive Director of Land Securities women in business. from 2003-2013. Stuart is currently Chairman of Bridgepoint Born in Edmonton, North London, Karren began her career in portfolio company FatFace, as well as of Majid Al Futtaim Retail advertising sales straight after leaving school. In 1993, aged just and Ocado. He sits as a Non-Executive Director on the board 23, she was appointed Managing Director of Birmingham City of Woolworths (South Africa) and is currently Chairman of Football Club when the club was in administration. Four years Britain Stronger in Europe campaign. later, she became the youngest Managing Director of a UK plc, Stuart Rose was knighted in 2008 for services to the retail when she floated the club on the London Stock Exchange. industry and corporate social responsibility, and in 2014 was Having turned Birmingham City around, Karren sold the club elevated to the House of Lords. in 2009 for £82,000,000. She joined the board of West Ham United in January 2010 and negotiated a successful bid for the club’s move to London’s iconic 60,000-seat Olympic Stadium. Under her leadership, West Ham has become one of the five fastest-growing brands in world football. Karren is one of the most sought-after speakers in the world and has worked in over 30 countries, motivating and advising global businesses through her award-winning speeches. She is a true inspiration, appearing on the BBC’s The Apprentice and is a leading voice, contributor and commentator on business affairs and news programmes.
Self Storage Focus - Volume 1, 2019 37 JULIA WEST JIMMY GIBSON CHRISTEL LAND Julia is the Operations and HR Manager James Gibson (MA Oxon FCA When completing her MBA in 2008, of Fort Knox Self Storage in Melbourne (ICAEW)) co-founded Big Yellow in Christel conducted research on the Australia. Fort Knox Self Storage has 10 September 1998 with Nicholas Vetch recessionary effects on the European self storage facilities in Melbourne and (Chairman) and Philip Burks and is the self storage market and how companies a partnership in gobox Mobile Storage. current Chief Executive Officer. should adapt their marketing messaging With 16 years’ experience in the self Jimmy was born in Fiji and moved in that environment. She has worked storage industry, Julia has extensive to the UK with his parents in 1974 at a store level, local management level knowledge of how to build and when his father was appointed High (Operations, Marketing) and central grow a winning team and how to Commissioner for Fiji to London. management (IT Manager) at City Self- maximise the most out of the local He completed his secondary school Storage. She is certified in various market. Julia has pioneered numerous education in London before going to different coaching techniques, has community engagement initiatives read Chemistry at Wadham College, worked as a full-time business coach and and enlisted the team to participate Oxford. currently teaches international coaching certifications. Christel also currently in a wide range charitable activities/ He is a Chartered Accountant having works at HiTech Smart Systems as a events which resulted in Fort Knox trained with Arthur Anderson & Co. consultant and project manager. Self Storage winning the 2018 Self where he specialised in property and Storage Association of Australasia construction sectors, before leaving (SSAA) Industry Award for Community in 1989. He was Finance Director of Engagement. Heron Property Corporation Limited Julia has fostered a culture whereby and then Edge Properties plc which personal experience and engagement he joined in 1994. Edge Properties was is part of their core values and daily listed on the Official List of the London practice. And while Fort Knox’s support Stock Exchange in 1996 and then taken of local sporting clubs, schools and over by Grantchester Properties plc charities helps the community, Julia in 1998. He is also a Non-Executive has found that it directly benefits Director and Shareholder of AnyJunk the business by boosting the teams Limited. moral, increases brand awareness and increases occupancy for the sites.
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38 Self Storage Focus - Volume 1, 2019 A SNEAK PEAK AT SOME OF THE KEY SESSIONS NOT TO BE MISSED IN THE 2019 PROGRAMME
TUESDAY 1 OCTOBER NATURAL HISTORY MUSEUM Keynote Speaker - Karren Brady SPONSORED BY Annual Survey Launch – presented Basil Fry & Company by JLL and FEDESSA CEO, Rennie Schafer Fires in Self Storage – A panel discussion A centre of scientific excellence in the discovery on fires in self storage of taxonomy and biodiversity, the Natural History Museum is a world-famous museum which promotes Preparing your business for sale – A panel the discovery and enjoyment of the natural world discussion speaking about what practises through exciting exhibits such as the Life and Earth you should put in place to make it easier Galleries, wildlife garden and geological collections. to sell further down the line. The Cultural Dinner will take place in The Hintze Hall The Big Yellow Journey – Jimmy Gibson (formally known as the Central Hall) underneath the famous blue whale skeleton, after taking a walk through the dinosaur gallery. WEDNESDAY 2 OCTOBER A dinner not to be missed! Not only is this a perfect Breakfast with the Stars opportunity to unwind and network in a more relaxed setting, but the setting of the Cultural Dinner makes it Keynote Speaker – Lord Stuart Rose also a breath-taking experience. Engaging Local Communities – Julia West from Fort Knox Economics for Self Storage – Aki Kostiander from CityVarasto Sales & Marketing – Christel Land
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