Episode Summary
Recorded at ISS World Expo, this episode features Wayde from StoreIT explaining how blending people with technology can extend facility hours and improve the overall customer experience. Hosts Modern Storage® digs into what this hybrid approach looks like in practice and why it matters for storage operators thinking about the future of their facilities.
Combining human staff with technology allows self storage facilities to expand access hours without sacrificing service quality.
A people-plus-tech model can create a more flexible and convenient experience for storage customers.
Operators looking to stay competitive should consider how integrated technology can support, rather than replace, their team.
Recorded live at the ISS World Expo, this episode of Modern Storage® Unpacked puts Wayde from StoreIT in the hot seat. Modern Storage® use the conference floor as a backdrop to dig into one of the most relevant conversations happening in self storage right now: how do you give customers more without stretching your team thin? Wayde brings real operator perspective to the table, and the conversation moves fast. The central idea Wayde lays out is that people and technology are not competing forces in a modern storage facility. They work better together. When operators stop thinking about automation as a replacement for staff and start thinking about it as a support system, the whole picture changes. Extended hours become realistic. Customer interactions become more consistent. And the pressure on on-site teams goes down while the quality of service goes up. For self storage operators, the hours problem is not new. Customers want access on their schedule, not the facility's schedule. But hiring staff to cover every hour of the day is expensive and often not practical, especially for smaller or mid-sized operators. Wayde walks through how technology fills that gap, handling after-hours inquiries, rentals, and access management while keeping a human touchpoint available when it actually matters. The customer experience angle is where this episode gets specific. Extended hours alone do not automatically mean a better experience. Wayde explains how the combination of responsive technology and well-placed human interaction creates something more valuable than either approach alone. Customers feel supported without feeling like they are navigating a machine, and operators maintain the kind of service reputation that drives referrals and retention. Modern Storage® push Wayde on the practical side of making this work. What does implementation actually look like? What do operators need to have in place before this kind of model makes sense? The conversation covers the operational considerations that often get skipped in the sales pitch, including staff training, customer communication, and how to evaluate whether the tools you are using are actually doing the job. This episode is a strong listen for storage operators who are weighing technology investments or trying to figure out how to grow without adding headcount. Wayde delivers clarity on a topic that can feel overwhelming, and the ISS World Expo setting means the conversation reflects where the industry is headed right now.
Common questions about the topics covered in this episode.
Yes, and this is exactly what Wayde from StoreIT breaks down in this episode. By layering technology — such as remote management platforms, automated gate access, and digital customer support tools — on top of an existing team, facilities can extend their effective hours of operation without a proportional increase in payroll. The key is matching the right technology to the right touchpoints so staff time is used where it matters most.
When technology handles routine tasks like gate access, payment processing, and basic inquiries, staff can focus their energy on situations that genuinely benefit from human judgment and problem-solving. This means renters get faster responses to complex issues and more consistent service across a wider range of hours. The result is a customer experience that feels more accessible and less constrained by traditional office schedules.
Operators should prioritize tools that integrate with their existing property management software and that cover the highest-friction points in the renter journey — things like after-hours move-ins, lock issues, and payment questions. Remote management capabilities that allow staff to assist renters without being physically on-site are particularly valuable. As discussed in this episode, the goal is not to automate everything but to extend the reach of your existing team.
Smaller operators may actually have more to gain from this model because they often face the sharpest constraints on staffing budgets and hours coverage. Technology platforms designed for self storage have become significantly more accessible in terms of cost and ease of implementation over the past several years. This episode's conversation with StoreIT addresses how these tools can be practical for facilities at various scales, not just large regional or national operators.
Facilities that offer broader, more flexible access tend to see stronger occupancy and tenant retention because they are meeting a real demand that competitors with traditional hours cannot. Operational models that use technology to extend hours without inflating labor costs also improve NOI margins, which is a direct input into how a storage asset is valued. This episode frames extended-hours capability as both a competitive differentiator and an operational efficiency lever worth factoring into acquisition and improvement planning.
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