Opening the doors: from an idea to a working business

In the third and final article of his series, Christopher Betts, Managing Director, MoorSpace Storage, follows the journey from construction to opening day, and reflects on the lessons learned in creating a modern self-storage operation.

In the previous episode, I wrote about taking MoorSpace from an idea into a working facility.

There comes a point on any project where the builders leave, the paint is dry, the signage goes up and people start saying: “It looks finished.”

For me, that was never really the finish line. In many ways, it was the moment the real work began.

A self-storage facility can look impressive, have the right layout, good security and a clean brand, but none of that matters unless it works properly for the people using it. Customers do not see the drawings, planning meetings or behind-the-scenes decisions. They see the entrance, reception, units, access system and the people they deal with.

Ultimately, they judge the business on how simple it feels.

That was always the aim with MoorSpace: to create a modern, secure and straightforward storage business that felt professional from the first enquiry through to moving in.

Preparing for opening day

As the build came together, there was still a huge amount to do before we could let the first unit.

The physical side of the project was only one part of it. We needed the booking process, access control, security systems, pricing, insurance, customer communications, website, signage and day-to-day procedures all working together.

It is easy to think of self-storage as simply renting out rooms, but there is much more behind it than that.

A customer needs to find the right size unit, understand the price, book without confusion, access the building easily and feel confident that their belongings are safe. If any part of that journey feels difficult, it can put people off before they have even had a chance to see what has been created.

We spent a lot of time thinking through that journey from the beginning.

How does someone make an enquiry? What happens when they arrive? How do they get access? What information do they need before moving in? How do we make the process simple without losing the personal service that has always been important to us?

That balance mattered.

George Street Self Storage had grown through being local, practical and approachable. People could ring us, speak to someone who knew the site and get a straight answer. MoorSpace needed better systems and a more modern operation, but I did not want it to become faceless.

The technology had to support the service, not replace it.

Learning from the first customers

When opening day came around, there was a mixture of excitement and nerves.

You can prepare as much as possible, but there is nothing quite like the first customers actually using the building. Until then, you are working from plans, assumptions and your own idea of how things should work. Once customers start arriving, you quickly discover what works well, what needs explaining more clearly and where small improvements can make a real difference.

That first period was about being present, but also watching how people naturally used the space we had created.

We wanted to speak to customers, walk them through the process, show them the units and listen properly to what they were saying. It was important not to assume that because something made sense to us, it would automatically make sense to everyone else.

Storage can be unfamiliar to people who have never used it before. They may not know what size unit they need, may be worried about access, unsure how long they will need storage for, or concerned about how secure the facility is.

Some customers are storing household belongings for a few months. Others are business customers who need space for stock, tools, paperwork or equipment. The reasons may be different, but they all want the same thing: a simple answer to a problem.

That is what we are trying to provide.

One of the most fulfilling parts of opening MoorSpace has been seeing the different ways customers use the facility.

Some are completely self-sufficient. They book online, arrive when it suits them, unload their belongings and get on with their day without needing to speak to anyone. That is exactly how some people want storage to work, and it is satisfying to know that the whole journey is straightforward enough for them to do that.

Others prefer to come in, have a brew, ask a few questions and look around before making a decision. We enjoy that side of it too. Storage is often needed at a stressful time, whether somebody is moving house, clearing a family home, renovating or creating more room for a business. Being able to sit down and make them feel comfortable is important.

Then there are the customers who arrive first thing in the morning, get through the gates, into the building, unload what they need to unload and are back on the road without any fuss.

That is probably the best compliment we can get.

The whole point of MoorSpace was to make storage feel easy. From the first booking through to arriving at the facility, accessing the building and unloading into a unit, we wanted every stage to feel straightforward.

When customers use it exactly like that, it makes all the planning, investment and hard work feel worthwhile.

The final details matter

The last stage of the project brought its own challenges.

By that point, you have invested a lot of time, money and energy into the project, so naturally you are desperate to get the doors open. But that is exactly when you need to stay patient and make sure things are right.

There were delays, changes and plenty of decisions that had to be revisited. Things that look straightforward on a plan can become much more complicated when they are being installed in a real building. You can have an idea of how something will work, only to find it needs adjusting once customers and staff start using it every day.

That is part of the process, but it can be frustrating when you are so close to opening.

The biggest lesson for me was not to rush the final details simply because you are eager to get going. It is better to take a little longer, solve the problem properly and open with confidence than to cut corners and spend the next six months trying to put things right.

We are still improving things now. That is not because the project was not ready; it is because a business like this is never completely finished. You learn from customers, from your team and from the day-to-day running of the building.

Every improvement, however small, makes the experience better.

The right people

MoorSpace would not have happened without the right people around us. A project like this involves far more than one person having an idea and deciding to build something. It needs people who understand the vision, bring their own expertise and care about getting the job right.

From the contractors who helped transform the building, to the people involved in the lift, access control, security, technology, branding and fit-out, every part had to come together.

We were fortunate to work with some excellent partners. Kuboid helped bring the building itself to life. Penny Hydraulics provided a key part of the facility with the goods lift. LML Security helped us put the right security in place, while BearBox and Stora helped create the simple booking and access journey we wanted for customers.

Those partnerships mattered because we were not simply looking for suppliers. We wanted people who understood that this was a major investment for us, and who wanted the finished result to be something we could all be proud of.

Internally, I also could not have done it without the team around me. The build, planning, decisions and opening all took a huge amount of work, but the business only works because there are good people there every day looking after customers and keeping standards high.

When I first started looking at this project, I had a clear vision of what I wanted MoorSpace to become.

I wanted it to feel different from a basic storage site. I wanted it to be secure, clean, straightforward and welcoming. I wanted customers to have a choice between doing everything themselves online or coming in and speaking to somebody face-to-face. Most of all, I wanted it to feel like a proper local business that people could trust.

Looking at where we are now, I honestly think it has exceeded what I originally pictured.

The building has come together better than I imagined. The response from customers has been brilliant. People have noticed the difference in the standard of the facility, the ease of the process and the service we provide.

That does not mean we have finished. We are still building awareness, learning what customers want and working hard to fill the facility. But the original vision is now there in real life.

It is no longer a plan, a drawing or a conversation. It is a working business, with customers coming and going every day.

That is a great feeling.

The customer’s point of view

My biggest piece of advice to anyone looking to do something similar would be to do your homework, but not to get so caught up in the numbers and plans that you forget about the customer.

You can have the best building, the best technology and the best-looking brand, but if the journey is difficult or the service feels cold, people will not come back or recommend you.

Think about every part of the process from the customer’s point of view. How do they find you? How easy is it to get a price? How quickly can they book? How do they access the site? What happens if they have a question? Are they made to feel welcome?

Those details matter.

I would also say to expect things to cost more, take longer and require more decisions than you think they will. That is not a reason not to do it, but it is a reason to go into it with your eyes open.

There will always be unexpected challenges. The key is to deal with them properly rather than making a quick decision simply to move on.

Finally, surround yourself with good people. Use specialists where you need them, listen to their advice and work with partners you trust. You cannot do a project like this alone.

MoorSpace has been one of the biggest projects I have ever taken on.

There have been moments of pressure, frustration and doubt along the way, but there have also been moments that make it all worthwhile: seeing the building take shape, seeing the first customers move in, hearing positive feedback, and watching people arrive, access their unit and get on with their day without any hassle.

That is when you know it is working.

The journey started with a small self-storage business and a belief that there was an opportunity to do something bigger and better for Huddersfield.

MoorSpace is the result of that belief.

It has taken a lot of work, a lot of support and a willingness to keep learning, but I am proud of what we have created and excited about what comes next.

For me, this is not the end of the story. It is the start of the next part of it.