The Speed of Change and the Challenge of Adoption
Technology is advancing at an unprecedented pace, with artificial intelligence leading the charge into the future. In just the past few years, we’ve seen AI evolve from simple chatbots to sophisticated systems capable of handling customer service, managing logistics, and even making investment decisions. The possibilities seem endless, but for business operators—especially those in self-storage and real estate—the challenge lies in predicting which technologies will truly be adopted by customers and which will fade into obscurity.
The Acceleration of Technology
AI is making processes faster, more efficient, and more scalable than ever before. Automation tools can analyze market trends, predict consumer behavior, and even handle routine maintenance requests with minimal human oversight. In self-storage, AI-driven software can optimize pricing in real-time based on demand, streamline tenant communication, and enhance security through advanced monitoring systems.
But how fast will this change come? The short answer: faster than we can fully prepare for. The adoption curve for new technology is shrinking as consumers become more tech-savvy and businesses race to stay competitive. What once took decades to normalize—like online payments—now becomes standard within just a few years.
The Challenges of Adoption
With this rapid evolution, operators face a pressing question: What innovations will stick, and which will be ignored by tenants? A perfect example is the shift toward remote management. AI and automation can enable a fully remote operation, but should we go all-in? Our experience suggests that people still crave human interaction.
We’ve found that while automation can improve efficiency, customers appreciate having a real person available to help. A self-storage facility with 100% remote management may be attractive from a cost perspective, but it could alienate customers who value face-to-face interaction. After all, birds of a feather flock together, and human relationships still matter in business.
Striking the Right Balance
The key for operators isn’t to blindly adopt every new technology but to strategically integrate advancements in a way that enhances—not replaces—human connection. Here are a few strategies to consider:
Hybrid Management Models – Utilize AI-driven tools for customer inquiries, reservations, and security monitoring while still maintaining on-site managers to provide personal service and build relationships with tenants.
Smart Security & Access Control – Implement keyless entry and AI-powered surveillance, but ensure that tenants still have the ability to speak with a human if issues arise.
AI-Assisted Customer Service – Chatbots and automated responses can handle routine questions, but complex issues should still be escalated to human representatives.
Data-Driven Decision Making – AI can analyze market conditions and recommend pricing adjustments, but operators should maintain the final say to account for local knowledge and customer preferences.
The Future of Tenant Expectations
As technology advances, tenant expectations will continue to shift. Many younger renters are comfortable with fully automated experiences, while others still value traditional customer service. The challenge for operators is to offer a seamless blend of both worlds—using AI to enhance operations while preserving the human touch that builds trust and loyalty.
The future is coming fast, and those who can effectively balance innovation with real human connection will be the ones who thrive. Being too slow to adapt means falling behind, but moving too fast without considering adoption risks alienating customers. The winners will be those who embrace the best of both worlds.
