IN THIS ISSUE:

Contact Information for Risk Management

The coronavirus pandemic has shut down or limited many types of businesses, but the effect on self-storage has been comparatively less severe. In many states, self-storage has been designated as an essential business meaning that facilities in those areas have been permitted to operate in accordance with recommendations regarding social distancing, protective equipment, and sanitation. Some facilities have modified their office operating hours and limited the number of staff on the premises to enhance the safety of employees and customers.

These accommodations for operating under pandemic guidelines are now being undertaken in conjunction with hurricane and severe weather preparation. In reviewing the elements of an emergency preparedness plan, it is clear that the ability to communicate with tenants is a vital resource in the event of an emergency no matter the cause.

Maintaining an updated electronic record of your customers' contact data is critical for your self-storage operation. Having access to your tenants' email addresses, telephone numbers, and physical addresses gives you the ability to communicate information about emergency closures or limited hours, safety guidance such as the need to wear protective masks on the property, and a telephone number where they can reach out to a manager with questions or concerns. You also can include links to claim forms for your tenant insurance carrier so they can start the claim process.

Providing customers with this type of information as quickly as possible goes a long way toward reducing fear and frustration, and it can help to minimize the risk of injury on your property by alerting tenants that the facility is closed due to unsafe conditions such as downed power lines or flooding.