Chris Hitler is the general manager and owner-operator of MyStorageHome.com. He oversees nine storage facilities totaling over 2,500 units. With only two passive partners (one being his father), Chris has his hands full running the business. If that sounds like a lot of work for one person, we thought so too!
We spoke with him to learn about his approach, how he balances demands and the role technology plays in streamlining operations. Here’s what he had to say about finding the right tools to keep his facilities running smoothly.
All-in-one software is the right fit
Interviewer: Why did you start looking at self storage software? What brought you to Yardi Breeze Premier?
Chris: We started out using a software called RentPlus. It was like the 1.0 version of Yardi Breeze. It was internet-based and had accounting, but our data was all stored locally. CenterShift then bought RentPlus, so we had to switch to CenterShift. Later, Yardi acquired CenterShift, which is how we ended up here. Breeze Premier felt like the right move because it brought everything under one roof, especially with built-in accounting.
Three challenges in self storage
Interviewer: What were the top three issues you faced before adopting Breeze Premier?
Chris: First was the accounting side. CenterShift didn’t handle it, so we had to use QuickBooks to manage expenses, which meant every day we were transferring data from CenterShift into QuickBooks.
Second, switching between properties was slow, which was a hassle when handling customer inquiries across locations.
Third, CenterShift had an escrow feature where if someone overpaid, it would go into an escrow bucket instead of being applied directly to their account. It was confusing and unnecessarily complicated.
Simplicity saves the day
Interviewer: What did Breeze Premier do to resolve each of those issues?
Chris: Breeze Premier addressed these issues. With integrated accounting, there’s no time spent moving data between systems anymore. Switching between properties is much faster, which is a big help when a customer calls about nearby locations. And Breeze Premier got rid of that escrow feature we had with CenterShift, which makes our accounting a lot simpler.
Making the switch
Interviewer: How did you approach implementation?
Chris: It was challenging because we switched all our properties at once. I wanted to rip the band-aid off and just get it done, so we transitioned 13 locations in about a month and a half. The newer employees adapted faster, but my more tenured staff, who were used to previous systems, took a little longer with the transition.
All about efficiency
Interviewer: Have you achieved significant savings in time or increases in profitability?
Chris: Working in Breeze Premier is definitely faster than CenterShift. Switching between locations is quicker, which really helps when we’re on the phone with customers who are looking for a unit. The accounting side is more efficient too, since it’s all integrated, and running financial reports is faster now.
Customer support
Interviewer: How has customer support been with Breeze Premier?
Chris: Support’s been good. They’ve been able to help us work through some anomalies that showed up when we first started using it.
Team training
Interviewer: Have you had to train any new staff on the software?
Chris: We haven’t had much turnover since switching to Breeze Premier, but one employee was new just before we transitioned. She’s our biggest fan of Breeze Premier and says it’s a lot easier and more intuitive than our previous software.
Our team went through the Breeze Premier training videos, but most learning happened by just getting in and using the software.
Why adopt self storage software?
Interviewer: What would you tell a facility manager who’s unsure about adopting technology?
Chris: I’d tell them they’d gain a lot of efficiencies by adopting management software. The automation of late notices would be one. The ability to easily implement rate increases and track delinquencies would be another. I understand if a facility is small, say 50 units, it might not feel worth it. But even then, the time savings, especially if you’re owner-operated, would be worth the financial expenditure.
Growth in the age of REITs
Interviewer: Does technology help you expand your business or attain new properties?
Chris: Breeze Premier helps us stay competitive, and we’ll keep using it as we carefully expand. I’d like to grow faster, but it’s tough. Storage is a competitive market, and I’m up against REITs and buyers with deep pockets. They’re willing to set prices that just don’t pencil out for me. Developing new locations is riskier because you start from scratch with zero tenants and spend a few years with negative cash flow until occupancy picks up.
We get customers who leave other providers because they’re tired of the rate increases. We focus on straightforward pricing and good service. We don’t have a call center a thousand miles away — we’re local and try to make that known to customers.
