Gabfocus Self Storage Podcast

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Last episode we tackled crime from without, break-ins and unwanted guests. This time we flip it around and look at what happens inside your own office. Sometimes it's an employee skimming cash, but a lot of the time it's just money quietly leaking out while nobody's watching. Drawing on eighteen years and dozens of facility audits, we break down the patterns owners miss and the safeguards that actually stop them.

A few of the things we get into:

Padded overtime and time edits that slowly creep up your payroll
Free units handed out to family, friends, and employees until your inventory disappears
Waived fees that always line up with a cash payment, and how to catch the pattern
Why theft usually starts small and innocent, and why curiosity beats accusation
Prevention that works: reliable software, pulling manager admin access, daily deposits, no waived fees, and real audits

We also share some big news. As Sue Haviland retires after an incredible career, we're taking over her portfolio of California properties, and we talk about what a boutique, hands-on approach to third-party management really looks like. Plus our full fall show lineup and a pool gadget that saved us a ton.

Best Skimmer to Keep Your Pool Clean (mentioned on episode)

If you're planning your year, here are a few events we'll be at and recommend attending:

Hosts: Josh Huff & Melissa Huff Produced by Lighthouse Storage Solutions

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Crime at a storage facility isn't a matter of if, it's a matter of when. You don't have to be in this business long to deal with a break-in, some trespassing, vandalism, or worse. In this episode, Josh and Melissa kick off a two-part series on fighting crime at your facility, starting with the threats that come from the outside.

The big idea? A property that looks awake doesn't get hit. Overgrown weeds, a half-open gate, dead leaves in the driveway in the middle of summer, a mattress leaning against a building for a week. Those are green lights for bad actors. The same eyes a tenant uses to decide "do I want to store my stuff here" are the eyes a criminal uses to decide "is anyone paying attention here." Keeping your property clean, walked, and genuinely cared for is your first and cheapest line of defense.

From there, Melissa and Josh break security down into three levels you can build toward at your own pace:

Level 1, the non-negotiables: a coded gate system, good security cameras, and lighting. If your budget only allows one, light it up. Nothing happens in a well-lit lot.

Level 2, leveling up: motion or full-property lighting (and grab those nighttime photos for your website), coded exit as well as entry, fence-top deterrents like razor wire where it's legal, privacy screening, cameras with alerts, and restricted access hours. Sometimes a simple 9 or 10 PM cutoff solves most of your problems.

Level 3, serious protection: anti-passback codes that shut down tailgaters, active monitoring through AI cameras like Arcsi or a live security company, on-site guards, and patrolling the lot at close to make sure nobody's loitering after hours. The name of the game at every level is the same: knowing exactly who is on your property, and when.

Plus, a little birthday celebration, an avocado margarita recipe situation, a goat update, and a preview of where you can catch the Huffs at this fall's conferences. Click here for that DisneyWorld Avocado Margarita recipe

Next time: Fighting Crime From Within, how to spot and prevent crime from the inside.

If you're planning your year, here are a few events we'll be at and recommend attending:

Hosts: Josh Huff & Melissa Huff Produced by Lighthouse Storage Solutions

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Josh and Melissa recently went undercover, visiting several self-storage facilities near one of their managed properties in Southern California to see how the competition was showing up. What they found was equal parts encouraging and eye-opening.

The tours were genuinely enjoyable. Several facilities presented well, with staff who were friendly and professional. But not everything passed the test. Some red flags came up that no self-storage operator should be comfortable with, including staff who casually mentioned recent break-ins during a tour and a facility that openly disclosed rates could increase within just 30 days of signing.

In this episode, Josh and Melissa break down what they observed, what it means for operators, and what every storage facility should be doing differently. Secret shopping is one of the most underused tools in self-storage, and this episode is a practical reminder of why it matters.

If you've never walked into a competitor's facility as a customer, this one might change that.

If you're planning your year, here are a few events we recommend:

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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This one starts with goats… and ends with better business decisions.

Josh and Melissa share the story behind their recent decision to bring goats onto their property to tackle a growing poison ivy problem. For a long time, they stuck with the status quo. The problem was annoying, but not quite painful enough to force a change. Goats felt like a big step into the unknown.

Then things shifted.

The problem got worse, they did the research, and made the change. What they found was that the solution was far more effective and far less complicated than they expected. The short-term discomfort of trying something new led to a long-term fix they wish they had implemented sooner.

That's why "goats" matter for self storage.

This same pattern shows up in how operators make decisions every day. In this episode, Josh and Melissa walk through three areas where many facilities stay stuck, even when better options (our goats) are within reach:

Software: When small frustrations and rising costs are tolerated instead of explored, operators may miss out on tools that could significantly improve efficiency and reporting.
Access Systems: Many facilities are just one step away from offering a fully online rental experience, but hesitate to complete the process.
Staffing: Whether it's maintenance, call centers, or AI support, adding the right help can unlock growth and improve the customer experience.

The lesson is simple. Sometimes the thing that feels like the biggest leap is actually the most practical solution. It just takes a little research and a willingness to step outside of what is familiar.

If you're planning your year, here are a few events we recommend:

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Josh and Melissa are back from the Inside Self-Storage World Expo and sharing their biggest takeaways from one of the industry's largest events.

AI was everywhere, with vendors continuing to integrate it into their platforms. At the same time, we are seeing the rise of agentic AI in other industries, which raises interesting questions about where self storage is headed next.

But even with all the innovation, one theme stood out clearly. The basics still matter.

We reflect on our Management Mastery session and the encouraging number of owners who are focused on truly understanding and improving how they run their businesses. Strong operations, clear processes, and intentional leadership are still the foundation of success.

We also talk through the tradeshow floor, where we saw more niche vendors than ever before. The number of options available to help operators improve every part of their business continues to grow.

To wrap it up, we share the shows we are looking forward to for the rest of the year and why getting in the room still matters.

If you're planning your year, here are a few events we recommend:

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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What can self storage operators learn from the hotel industry? Quite a bit.

In this episode, Josh Huff and Melissa Huff sit down with Lee Creech to talk through how hospitality principles apply directly to self storage.

Lee shares how his background in hotels shaped the way he thinks about customer service, pricing, and running a facility day to day. The conversation covers everything from keeping your property clean in a way that actually impacts customer perception, to understanding who your customers really are and how to serve them better.

You will also hear:

Why your facility is not a "can of corn" and how that changes your pricing strategy
How to identify and track the customer segments that matter most in your market
Why customer lifetime value is higher than most operators realize
Simple ways to build loyalty so customers return and refer others
How to approach pricing based on your specific market and competition

This episode is full of practical ideas that can help you think differently about your operation and how you serve your customers.

If you're planning your year, here are a few events we recommend:

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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As the self storage industry heads into another busy season and with ISS World Expo around the corner, Josh and Melissa take a step back to talk about something simple but often overlooked. What is the core of your business and are you still focused on it?

With AI and new tools dominating conversations across the industry, it is easy to get pulled in a lot of different directions. Some of those tools can enhance your business. Others can become distractions.

In this episode, we break down the difference.

We look at real-world examples like Amazon expanding in ways that still support its core business, compared to companies like Microsoft that invested heavily in products that did not align with their main focus.

Then we bring it back to self storage.

At the end of the day, our business is renting units. That means focusing on three things above all else:

Creating a smooth and simple rental experience
Delivering a great customer experience after move-in
Attracting the right customers to your facility

If those three things are not dialed in, nothing else will matter.

This episode is a reminder to evaluate where your time, money, and attention are going and to make sure everything you are adding actually supports the main thing.

If you're planning your year, here are a few events we recommend:

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Are your vendors actually doing what you're paying them to do? After a short break to get settled into our new role alongside Haviland Storage Services, Melissa and Josh are back on the podcast addressing a topic that affects every single operator.

We all rely on vendors. Landscaping, software, security, marketing… They're a critical part of running a self storage facility. But here's the question we don't ask often enough: Are you really getting what you're paying for?

In this episode, we dig into how to keep your vendors accountable and make sure they're actually serving your business the way they should.

We cover:

Knowing your contracts (and what's actually included)
Scheduling regular demos and check-ins
Making sure you're using everything you're paying for
And getting out to trade shows to compare options and stay sharp

One of the best ways to evaluate your current vendors and discover better ones is simply getting in the room with them. That's why our recommendations this week are all about trade shows.

If you're planning your year, here are a few events we recommend:

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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In this special announcement episode of the Gabfocus Podcast, Josh and Melissa Huff share three major updates that will shape the future of the self storage industry as a whole.

Joining Forces with Haviland Storage Services Sue Haviland joins the show to talk about partnering with Lighthouse Storage Solutions and what this collaboration means for owners and operators. Melissa shares her new role supporting operations and training, and Sue explains how this partnership strengthens Haviland's ability to serve clients nationwide.

Introducing Storage Academy Tommy Nguyen and Darby Bozeman join the conversation to unveil Storage Academy—a new educational platform focused on delivering high-quality, vetted content for self storage owners, managers, and teams. The goal: practical education that actually improves operations and profitability.

Announcing The Show – 2026 Travis Morrow from Modern Storage Media and Store Local closes out the episode with details on The Show, the largest self storage trade show east of the Mississippi coming in 2026. He shares what makes this event different, why it matters, and who should be there.

This episode is all about collaboration, education, and raising the bar for the self storage industry.

🎥 Now available on YouTube - Watch Episode Here

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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In this episode, Josh and Melissa tackle one of the most common decisions self-storage owners face: should you partner with a third-party management company (3PM)? This honest conversation explores when it makes sense, when it doesn't, and what you need to consider before handing over the keys.

They cover:

The pros and cons of going with 3PM
What 3PM companies really provide
How to know if you're ready for that level of partnership
What questions you should be asking before signing on
The red flags to watch out for
How the market has changed and what that means for your independence

Whether you're just starting out or thinking about making a change, this episode will help you make a smarter, more confident decision.

🎥 Now also available on YouTube - Watch It Here

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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As 2025 comes to a close, what have we learned and what should we be ready for in 2026? In this special year-end Gabfocus LIVE episode, we reflect on the highs and lows of the self storage industry in 2025 with three seasoned professionals.

We break down trends in occupancy, rates, technology, operations, and customer behavior, and we talk honestly about challenges that operators faced—from rate wars to staffing struggles. Our panel shares lessons they've learned (some the hard way), what they tried that didn't work, and what they're already doing to prepare for the new year.

Looking ahead, we discuss what's likely to carry over into 2026 and offer insights on staying resilient, forward-thinking, and people-focused in your self storage business. We wrap things up with a few hot takes—and some exciting Gabfocus updates you won't want to miss.

Watch the YouTube replay- Lessons Learned in 2025

Guests: Jane Sauls (Sauls Commercial Real Estate), Heather McCombs (Spacebox Management), Shannon Charbonneau (XPS Solutions)

Hosts: Josh Huff & Melissa Huff

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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As we wrap up the year, Josh and Melissa close out the podcast season with a forward-looking conversation on setting the right goals for 2026.

In this episode, we focus on the importance of establishing SMART goals—specific, measurable, achievable, relevant, and time-bound—that actually move the needle for self storage operators. Rather than chasing everything at once, we break down three big-picture goals every facility should prioritize in the year ahead.

We discuss why:

Consistently generating Google reviews strengthens trust and improves visibility
Raising rates intentionally is critical for long-term profitability
Finding one focused area of improvement—for yourself, your team, or your operations—can dramatically impact performance

Whether that improvement comes from learning your software better, investing in team education, or moving toward full automation, these goals are practical, achievable, and proven to improve your bottom line.

This is our final regular podcast episode of the year (with one more webinar coming up), and it's designed to help you start 2026 with clarity and confidence.

Plus some holiday focused recommendations for making memories that will last.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Every self storage manager hears objections from customers—but how you respond can make the difference between a lost lead and a new tenant.

In this episode, we into the art of overcoming customer objections with empathy and strategy. Through practical role-playing and real-world examples, we explore some of the most common pushbacks, including:

"Do I really need tenant insurance?"
"That price is too high."
"I don't want to sign up for autopay."
"Why is my rate going up?"

We unpack each objection to reveal the real concern underneath the question—and share how to respond in a way that builds trust and moves the conversation forward.

Plus some holiday focused recommendations.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Understanding the financial side of self storage is critical—whether you're just getting started or already scaling your portfolio. In this rebroadcast of our popular webinar, we're joined by Brooks Lumpkin and Amber Crucian to break down the financial fundamentals every owner and operator should know.

We cover:

The key reports and KPIs to track your facility's financial health
Budgeting for controllable vs uncontrollable expenses
Cap rates, depreciation, and stabilized assets explained in plain language
Knowing when it's time to grow—and how to fund that growth
The pros and cons of building new vs buying an existing facility
What lenders look for and how to prepare for expansion, sale, or refinance

We also tackle common financial questions from owners across the country—covering topics like DSCR vs DST funding, interest rates, ad budgets, and what to do when your tenant passes away.

Whether you're aiming to stabilize your first facility or planning a multi-site portfolio, this session is packed with practical tips and strategic advice to build a profitable future in self storage.

Watch the YouTube replay- Self Storage Finances: 101

Guests: Brooks Lumpkin (Flex Storage) and Amber Crucian (Live Oak Bank)

Hosts: Tommy Nguyen

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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In this practical follow-up episode, Josh and Melissa dive deeper into real-world ways self-storage operators can use AI to improve their daily workflow, marketing, and operations.

They break down:

The right way to write a useful AI prompt
How to use AI to build a social media calendar
Using AI to analyze competitors and improve your market position
Leveraging AI to simplify maintenance tracking and team communication
Learning new software or systems faster with AI-powered guidance
Ways to check if your storage website shows up in AI tools like ChatGPT and search bots

And since it's never too early… they also share their first Christmas gift recommendations of the season.

If you're curious about how to actually use AI day-to-day in your storage business, this episode is for you.

Listen to Part 1 of Everyday Uses for AI in Self Storage

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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In this rebroadcast of our live webinar, attorney Joe Doherty joins Melissa Huff and Tommy Nguyen to unpack the most pressing legal topics facing self storage owners and operators in 2025. From website privacy lawsuits and predatory ADA claims to evolving lien laws and tenant disputes, this session is packed with practical legal insight.

You'll learn:

What 2025's biggest legal trends mean for your facility
Key updates on rent control, website compliance, and arbitration
How to handle tenant death, gate damage, and unit disputes
Legal pitfalls to avoid—and what issues may be overhyped
What's coming in 2026 and how to prepare now

Don't miss Joe's answers to real owner-submitted legal questions and his top 3 legal tips for every storage operator.

Watch the YouTube replay- 2025 Storage Legal Update

Guest: Joe Doherty, Legal Counsel for the Self Storage Association

Hosts: Tommy Nguyen & Melissa Huff

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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In this special episode, Melissa and Josh reflect on a big moment: being featured on the cover of Modern Storage Media's October issue! 🎉 They share what it means to be recognized and the exciting shifts happening behind the scenes at Lighthouse Storage Solutions.

Melissa opens up about her recent transition away from managing a state association to focus fully on Lighthouse, and together they break down how state self storage associations actually work—including the difference between affiliate-run vs independently run states, and how the Self Storage Association (SSA) supports the industry at the national and state level.

💡 Episode Highlights:

What led up to being on the cover of Modern Storage Media
Melissa’s transition away from from state management in TN and LA
How self storage associations work—from SSA to state-run events
Differences between affiliate and SSA association models
Lighthouse updates, what’s coming next, and a heads-up about no new episode next week!

Modern Storage Media October Messenger Issue - Preview Here

October Surprise Newsletter - Read Here

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Do you really know who’s renting your storage units?

In this episode, Josh and Melissa Huff dive into one of the most overlooked aspects of effective self-storage marketing: creating clear, specific buyer personas. Understanding your customers is the first step to attracting more of them—and retaining them longer.

We break down how to analyze your current rent roll to identify customer patterns, segment renters into meaningful categories (happy vs. sad customers), and craft profiles that can guide your marketing, sales messaging, and customer service.

💡 Key Highlights

Why buyer personas are essential for self-storage marketing
The difference between “happy” customers (e.g., new homes, hobbies) and “sad” customers (e.g., divorce, downsizing, death)
How to read your rent roll to uncover your core audience
Practical walkthroughs of two buyer personas:
- Alice: A recently divorced mom of two teens navigating transition
- Mike: A 50-year-old side hustler growing a cornhole board business
- How to tailor your marketing and facility experience to each persona

Plus… the October surprise you’ve been waiting for 👀

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Whether you’re a hands-on owner-operator or a passive investor looking to scale, finding the right management style can make or break your self-storage success. In this episode, guest host Brad North walks us through the various management setups—from on-site managers and remote tech-driven operations to hybrid and hub-and-spoke models.

We explore the real pros and cons of each option, when it’s time to shift your approach, and how to assess your facility’s needs based on size, staffing, and customer expectations. Brad shares practical insights from his own journey starting as an owner-operator, growing through third-party management, and mystery shopping his way to operational clarity.

If you’ve ever wondered how to choose between self-managing or hiring a third-party team—or how to optimize customer service, marketing, and upkeep across different styles—this episode is for you.

💡 Key Highlights

The evolution from DIY operations to full-scale third-party management
On-site vs. remote: balancing cost, control, and customer service
When hybrid or hub-and-spoke models work best
What to look for (and avoid) in a third-party vendor
Signs it’s time to re-evaluate your management fit
Tips for auditing your management performance and making transitions

Watch the YouTube replay- Choosing the Right Management Fit

Guest: Brad North (Advantage Consulting & Management)

Hosts: Tommy Nguyen

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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None of us would go a year between oil changes for our cars. I can't even go 6 months without descaling my Keurig. But how long has it been since you did a tune-up of your self storage facility? The word "Audit" has gotten a bad wrap over the years, but it is one of the most essential things you can do to ensure your facility runs smoothly and avoids major issues.

Today, we tackle why audits are important, the key things to look for if you do an audit yourself, and several red flags to look for that may trigger the need for an audit. You may think your operation is running smoothly, and perhaps it is, but waiting until things fall apart isn't the time to schedule a tune-up. Regular audits are the keys to preventing theft, legal trouble, maintenance problems, and much more. As good old Ben Franklin once said, an ounce of prevention is worth a pound of cure.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Another generational event has happened, and it's worth taking a break from self storage to talk about. The events of yesterday, the assassination of Charlie Kirk, remind us of the last great generational tragedy from 24 years ago today. In both cases, evil individuals plotted and carried out deadly killings against people and ideals they disagreed with. Innocents lost their lives, children were left without parents, wives were widowed, and our nation was shaken to its core. But even amidst the sorrow, hope was there. Perhaps this most recent event will also bring the unity that comes in the aftermath of death.

Charlie knew that his death was a possibility. He got threats all the time. So why did he keep speaking out, engaging in dialogue and seeking cultural change? He did it because he was driven by something deeper, something more important than his own life. He knew he was fulfilling a calling given to him by God. He burned bright in that calling and wasn't shy about declaring where his true hope was anchored. He had the hope of Christ, and he wanted others to share in that hope, in the joy of a life lived according to principles he found in scripture.

We share in that same hope, rooted in Jesus, and look forward to the day when we will see Charlie again.

Podcast Resources: Psalm 11

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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If you're like us, you didn't make it out to Vegas this year for the Self Storage Association 50th Anniversary Conference. But don't despair! We have tons of other ways to find the education, networking, and vendor updates you need to keep your business competitive. Whether it's in-person events, virtual webinars, podcasts, or papers, we share all our recommendations for finding out what you need to know in our industry.

So, break open a bottle of wine, pour a glass of bourbon, and enjoy those at home prices as we talk about tons of non-Vegas options to scratch that trade show itch. Here are the linked key resources we touch on in the episode:

In person events (find the full calendar from ISS right here)
Virtual Events like the Gabfocus Webinar
Podcasts a plenty, all listed on the Modern Storage Media podcast website
Articles about everything self storage from StoragePug, Inside Self Storage, Modern Storage Media, Lighthouse, and SSA

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Today we focus on something every self storage operator hopes they never have to face—but absolutely need to be ready for: disasters. When the worst happens, every decision matters. Kevin Leebrick and Scott McLaughlin join Tommy and Melissa to share real stories from their own crisis experiences—fires, floods, and more—and the lessons they’ve learned the hard way.

We cover:

What to do (and avoid) in the first 24–48 hours after disaster strikes
How to support distressed staff and tenants
Dealing with insurance gaps, communication breakdowns, and repair delays
How to prep your facility now: checklists, safeguards, and budgets
What disasters aren’t typically covered by insurance
Tips for multi-site operators and high-risk areas like flood zones
The top 3 pieces of advice our guests would give to every operator

Disasters don’t wait. This episode gives you the tools to prepare, respond, and recover stronger.

This webinar originally aired on August 21, 2025 .

Watch the YouTube replay- Disaster Prep & Recovery Webinar

Guests: Kevin Leebrick (NoDa Self Storage) & Scott McLaughlin (Sentry Self Storage Management)

Hosts: Tommy Nguyen & Melissa Huff

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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As the self storage industry moves further online, legal risks are evolving fast. In this Legal Chat episode, Carlos Kaslow and Scott Zucker break down the biggest legal challenges operators face today—and how to prepare for them.

Key topics include:

Website accessibility & ADA lawsuits
Deceptive Trade Practices and Drip Pricing
Mandatory arbitration vs. class action exposure
Disclosing fees and exclusions online
Online contracts (click-wrap, scroll-wrap) and enforceability
Oregon’s wage theft law and its impact on construction projects
Revenue management & antitrust concerns—especially around RealPage
Why transparency, documentation, and education are your best legal defenses

Carlos and Scott offer real-world examples, recent cases, and clear takeaways to help you reduce risk and protect your facility.

You can watch this episode over on the YouTube channel- Watch Episode 6 on YouTube

Make sure to subscribe to watch future episodes.

Hosts: Carlos Kaslow & Scott Zucker with the Self Storage Legal Network

Brought to you by Lighthouse Storage Solutions

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AI is everywhere in the self storage world—but how can operators actually use it day-to-day?

In this episode, Jennifer Barroqueiro from All-Purpose Storage joins Josh and Melissa Huff to share real, practical ways managers and owners can leverage AI to save time, improve communication, and boost efficiency.

We discuss:

How AI can streamline emails, Google review responses, and content creation
Using AI tools to scrape competitor rates and recommend pricing
Tips for creating branded graphics and mascots (like APS’s famous goat, Roy)
Why detailed prompting and verification matter for reliable results
How to avoid losing your brand’s voice while still using AI to speed up work
Plus, recommendations that extend to using AI beyond the office

Whether you’re skeptical of AI or just looking for ways to make it work for you, this episode gives actionable ideas you can start using today.

Episode Resource: Episode 138- When AI Isn't the Answer

Guest: Jennifer Barroqueiro (All-Purpose Storage)

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Is your self storage facility ready for the future—or falling behind?

In this episode, Nigel Kreft from Elevate Structures joins Tommy Nguyen and Melissa Huff to talk about how to keep your property competitive, profitable, and positioned for growth through the right upgrades and expansions.

We discuss:

When and why to upgrade or expand (from occupancy struggles to prepping for a sale)
How to time improvements around seasons, customer impact, and ROI
The upgrades that deliver the biggest return (and the ones that matter long-term, even with delayed ROI)
Expert tips for roofing, fencing, gates, access systems, and landscaping
How to decide between raising rates, expanding, or acquiring
Common construction pitfalls and how to avoid them
What to know about budgeting, vendors, and scheduling before breaking ground
The three upgrades every operator should prioritize: security, functional doors, and quality roofing

Whether you’re battling competition, planning to sell, or simply want to keep your facility thriving, this episode will help you make smart decisions that pay off now—and years down the road.

This webinar originally aired on July 24, 2025 .

Watch the YouTube replay- Webinar of this Episode

Guest: Nigel Kreft (Elevate Structures)

Hosts: Tommy Nguyen & Melissa Huff

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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Your facility manager isn’t just an employee—they’re running your multi-million-dollar business. Are you training, empowering, and compensating them to reflect that responsibility?

In this episode, we cover:

What NOT to incentivize (and why the wrong goals can hurt your bottom line)
How to educate your manager (or yourself) so they fully understand how your business makes money
The big question: How should you actually incentivize your manager? (What’s pay is fair, effective, and aligned with your goals)
Why clear expectations and proper training are critical for getting manager buy-in and strong facility performance

If you want a manager who’s invested in your success—and a pay structure that motivates the right behaviors—this episode gives you the framework to make it happen.

Listen to Part 1 of this topic - Run It Like You're Selling It Episode

Don't forget to subscribe to Lighthouse Storage Solutions on YouTube to get alerts for our upcoming video podcast.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Whether you plan to sell next year or in 20 years, one thing is certain: you won’t own your self storage facility forever. So how do you ensure it’s gaining—and retaining—value?

In this episode, we explore what it means to steward your storage asset with the future in mind. We break down three key areas that directly impact your facility’s long-term value:

✅ Up-to-date procedures that ensure smooth operations and make your facility attractive to buyers or successors
📈 Revenue management strategies to drive consistent growth and uncover missed income opportunities
🛠️ Capital improvements that actually pay off and keep your facility competitive in the market

For those preparing to exit the industry or just wanting to build a stronger business, this episode offers practical ways to protect and grow the value of your facility—starting today.

Episode resources: Policies and Procedures Episode

Don't forget to subscribe to Lighthouse Storage Solutions on YouTube to get alerts for our upcoming video podcast.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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How's your social media presence? Do you post once a month? Once a year? If your Facebook page or Instagram profile are low priorities, it might be time for a change.

A HUGE update from META dropped today. Posts on social can now be indexed on Google. Plus, Google is launching AI Mode to go along with their traditional search. What does this mean for self storage? It means content is more important that ever. Google is searching the same way we do, serving results from LinkedIn, YouTube, Reddit, and yes, even your Facebook Page right in your results window.

So dust off those social media strategies, get out that camera phone, and start posting, because social media is back for self storage.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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We sat down with James Hatfield from LiveSwitch and Michael Brevdeh from Cubby to unpack how self storage operators can make the most of their technology—whether you're working with what you already have or considering your next big upgrade.

We dive into:

The essential tech tools every facility should have in place
The most underutilized features operators overlook
How tech can help you enhance marketing, convert leads, and optimize operations
Tips to automate your workflow—and what tasks should not be automated
Signs it’s time for a tech upgrade and how to prioritize improvements
Red flags when evaluating new tech and vendors
Emerging trends like AI, smart facility tools, and what could become the next must-have for storage facilities

If you're a self storage operator wondering how to get more out of your systems—or which tech investment will actually move the needle—this one’s for you. This webinar originally aired on July 3, 2025 .

Watch the YouTube replay- Webinar of this Episode

Guest: James Hatfield (LiveSwitch) and Michael Brevdeh (Cubby)

Hosts: Tommy Nguyen & Melissa Huff

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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Clear, intentional signage isn’t just for looks—it can shape the entire customer experience, reduce confusion, and cut down on unnecessary phone calls. In this episode, we break down the essential signs every facility should have and why they matter.

We cover:

Why your main sign should be simple and brand-driven—no phone numbers required
The one sign every facility needs
How to guide tenants effectively with keypad instructions and move-out signage
The importance of directional signs for large or awkwardly laid-out facilities
What to include (and what to avoid) with security signage
The difference between professional, purposeful signage and visual clutter
Seasonal tips for amenity signs that highlight climate control, RV/boat parking, and more

We were inspired for this topic by our recent consulting project for Access Storage and recorded this on location from their rustic red barn in French Lick, Indiana (during a heat index of 106°!).

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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One of the biggest questions we get asked is, "How can I compete with my competitor down the street who is offering the same unit as me but for 50% less?"

Low intro rates are a strategy many large companies are using, but don't worry. You have options other than bottoming out your prices and losing money for the first several months of a rental.

We examine target marketing and several "specials" that have proven effective at combatting the low intro rate strategy. This isn't the time for a "if you can't beat them, join them" approach. These strategies call for setting your business apart as a greater value and showing that it's worth paying a few dollars more in the long run.

If you'd like to read more about target marketing, here's the link to the article we mentioned in the show - How Target Marketing Can Transform Your Self-Storage Business article from Inside Self-Storage

If you'd like to listen to more about these strategies, we get into several of them on our recent webinar with Andrew Sherrard from Reliable Storage - Optimizing Occupancy Podcast with Andrew Sherrard

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Sometimes real life just smacks you in the face. That was our week, and it happens to us all. If you run a small business, like self storage, it can hit a little different. What happens to your business if you get that call or text that forces you to focus all of your attention on something else? If you have to step away, will your business survive?

Today we focus on some simple practices that can help you handle those real life moments and still keep your business going. Planning margin in to your schedule, automation, and using tech are just a few of the areas we touch on.

But the most important takeaway - if you are faced with the choice of real life or your business, always choose real life. The broken gate will still be there in the morning.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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What do you do when a tenant passes away while renting a storage unit? This was the opening question AI came up with... Hopefully, no one has ever passed away in your office while renting a unit, but dealing with an existing tenant who has died happens more often than you think.

This is one of the most uncomfortable but critical situations self storage operators face—and getting it wrong can come with serious legal consequences.

In this episode, we break down the must-know legal and practical steps operators need to take when a tenant dies. They cover everything from probate considerations to next-of-kin contact, and how to avoid common missteps that could land your business in hot water.

Key topics include:

Legal obligations when a tenant dies
Understanding your lien rights in these situations
Why having a secondary contact in your lease matters
When to hold off on selling the contents of a unit
Practical advice on handling the emotional side with surviving family
Steps you should take before this ever becomes an issue

If you’ve never dealt with this situation before, you probably will. Death is a part of life, and hopefully your business can be a part of the solution rather than adding to the stress.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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In this episode, we're joined by Andrew Sherrard, owner of Reliable Storage in Seattle, to talk all things occupancy—and not just how full your units are, but how well your business is performing overall.

In this rebroadcast of the May 29 webinar, we break down the three types of occupancy (yes, there are three!) and how to evaluate what’s actually holding your numbers back. Spoiler: it’s not always your rates.

Here’s what we cover:

Unit, Area & Economic Occupancy – What they mean and how to track them
Diagnosing the Problem – Are you getting enough leads? Are you converting them?
Conversion Wins – How missed calls and poor scheduling may be your biggest leaks
Smart Rate Strategies – When to raise rates, when to hold, and why copying the REITs might backfire
Promos & Discounts – When to use them, when not to, and how to measure impact
Boosting Retention – Why keeping the right tenants matters more than keeping every tenant
Top Tips – Andrew’s rapid-fire list of what’s cheapest, easiest, and most effective to boost occupancy

Whether your occupancy is dipping or you just want to sharpen your strategy, this episode is packed with insight.

Guest: Andrew Sherrard, with Reliable Storage

Hosts: Tommy Nguyen & Melissa Huff

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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We talk a lot about amenities in self storage—security cameras, clean units, keypads, gates—but what about you? The manager is one of the most important amenities at a facility, and often one of the most under emphasized.

Appearance, attitude, and professionalism can either enhance or hurt your facility’s image. What you wear and what you support during company time all sends a message about your business. Is it the message you want to send? Is it the message your organization wants to promote?

We cover:

✅ Why your personal presentation matters just as much as your property’s ✅ How to think about yourself as part of the customer experience ✅ Tips for keeping a clean, professional appearance without losing personality

Digital curb appeal and property curb appeal get a lot of attention these days. But don't forget that sometimes it's the personal curb appeal that makes or breaks the final sale.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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AI is transforming the self-storage industry—from smarter security cameras and chatbots to automated rate comparisons and call evaluations. But how much is too much? In this episode, we take a balanced look at the role of artificial intelligence in storage operations and explore where it helps—and where it may be hurting more than helping.

We discuss this balance regarding:

Where AI Works Well – Data-driven tasks like rate comparison, call scoring, and tech enhancements (security, chatbots, drones)
Where AI Falls Short – Creative work like content writing, marketing voice, and brainstorming where human insight is still essential
AI and Customer Experience – The risk of losing personal touch when AI replaces too much of your team’s interaction
Practical Use Cases – Evaluating vendors, optimizing marketing campaigns, and using AI to improve—not replace—your systems
How to Avoid Overuse – Guidelines for keeping your business human-centered while still embracing new tools

Use AI strategically, not automatically. People still matter most in self storage success.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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In this special on-location episode from Boerne, TX, we're joined by the team from On the Move—Jim, Sherry, CJ, and Stacie—to unpack their biggest takeaways from the Inside Self-Storage World Expo, the industry's largest event.

From expert-led education sessions to lively vendor conversations, this episode dives into:

Why Good Questions Matter – How smart, thoughtful questions from vendors and operators can lead to better decisions and stronger operations
Key Expo Education Highlights – Risk management, marketing, and operational insights that left a lasting impression
New Vendors to Watch - Software providers that might be worth a first or second look
The Value of Trade Shows – The importance of continuing education, even if you can’t attend a national self storage event
Top Regional Trade Show Recommendations – Hear our go-to suggestions for great local events that still deliver big value

🎧 Plus, stick around for a fun bonus segment with the Huff Girls, who share their unique (and entertaining) impressions of the self-storage industry and what giveaways might appeal to a younger crowd.

Guests from On the Move: CJ Stratte, Jim Ferguson, Stacie Maxwell, and Sherry Miller

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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In this quarterly Legal Chat, self storage attorneys Scott Zucker and Carlos Kaslow tackle the toughest legal challenges operators face in 2025. From military tenants and bankruptcy stays to lean sale objections and law enforcement searches, this conversation dives deep into the real-world scenarios that take storage owners out of the office and into the courtroom.

Whether you're a new facility owner or a seasoned operator, this episode will give you clear legal context and practical strategies to protect your business.

Topics Covered:

When storage owners are forced to go to court
Navigating military tenant protections (SCRA)
Handling bankruptcies the right way
State-specific rules on lien sale objections
Search & seizure: When to cooperate with law enforcement

You can watch this episode over on the YouTube channel- Watch Episode 5 on YouTube

Make sure to subscribe to watch future episodes.

Hosts: Carlos Kaslow & Scott Zucker with the Self Storage Legal Network

Brought to you by Lighthouse Storage Solutions

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What separates the good from the truly great in self-storage management? In this episode, Melissa and Tommy are joined by Mark Green from The Jenkins Organization to explore what top-performing managers do differently—and how their daily habits, communication, and customer care lead to higher occupancy and better results.

Together, they dive into key areas of successful management:

First Impressions Matter – From Google Business Profile and curb appeal to phone etiquette and in-person greetings, learn how to wow customers before they ever sign a lease
Converting More Leads – Proven techniques for identifying customer needs, recommending the right units, and closing the deal—both in person and over the phone
Overcoming Objections – How to respond when you don’t have the size a customer needs or when you're more expensive than a REIT down the road
Standout Customer Service – Tips for smooth move-ins and move-outs, exceeding expectations, and turning great experiences into reviews and referrals
Daily Excellence – Actionable habits and sales skills any manager can use every day to boost performance

Plus more Mark-isms than we can count, like-

"Just be yourself, unless you're a jerk."

"Don't give them what they expect. Give them what they want."

"Know the difference, show the difference, be the difference."

If you want to become the kind of manager that owners rave about and tenants never forget, this episode is full of ideas and inspiration you can put to work immediately.

*There were a few audio issues with Mark's mic that clear up at the 19:20 spot in the podcast, so hang in there

Guest: Mark Green, The Jenkins Organization

Hosts: Tommy Nguyen & Melissa Huff

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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What does it take to truly master self-storage management? In this episode, we give a preview of our upcoming session at the Inside Self-Storage World Expo on Friday morning, where they’ll break down the essential skills every great manager and owner needs to succeed.

We will expand on these four core areas:

✅ Managing Yourself – Building discipline, consistency, and strong leadership habits ✅ Managing Your Message – Mastering marketing, brand communication, and first impressions ✅ Managing Your Tenants – Delivering excellent customer service and building strong relationships ✅ Managing Your Facility – Staying on top of maintenance, security, and operational details

You’ll also hear why ongoing education is critical in a fast-evolving industry. Whether you’re a new manager or a seasoned owner, it’s important to stay sharp, stay current, and invest in learning—because your competitors are doing just that.

🎧 Listen now for a sneak peek at what it takes to level up your management game—and why you don’t want to miss this year’s ISS World Expo!

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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So, you’ve got the land and a feasibility study in hand—now what? In this episode, we walk through the critical next steps before breaking ground on a new self-storage facility. From layout decisions to customer flow to operational planning, this conversation is packed with practical advice for developers and future owners.

Topics covered include:

Designing with the Customer in Mind – How your layout impacts customer experience, from unit accessibility to traffic flow
Operational Planning – Will you have an on-site manager or run it remotely? Your answer should shape your design and tech choices
Avoiding Common Layout Mistakes – Keypad placement, truck access, and avoiding bottlenecks at entrances and exits
Technology & Automation – What systems do you need to run your facility smoothly, how should they factor into your build, and how do they relate to each other?

Whether you’re brand new to the industry or planning your next site, this episode helps you think through what matters most before you build—customer experience and operational strategy.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Fresh off the Self Storage Association (SSA) Spring Conference & Expo in Orlando, we break down key legislative updates and share our top takeaways from the event.

New and Pending Legislation – Updates on non-monetary defaults, unsigned leases, and the push to remove outdated newspaper advertising requirements
Why Industry Self-Regulation Matters – The risks of government overreach, rent control legislation, and why letting the market decide is best for the industry
The Power of Networking – How peer-to-peer learning and hallway conversations can be just as valuable as formal education sessions
Education & Exposure – Why attending industry events is essential for staying current with trends, discovering new tools, and growing your business
Trade Show Highlights – Cool finds, must-know vendors, and tips for getting the most out of the expo floor

Plus, we explain why events like SSA and ISS are so valuable—and how you can find one near you using the ISS events calendar - Click here for the Inside Self Storage Events Calendar

🎧 Tune in now to stay ahead of industry changes and find out why making space in your schedule for these conferences is one of the smartest moves you can make!

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Five years ago, Gabfest kicked off the Gabfocus webinar series to bring expert insights and real-world strategies to the self-storage industry. Now, in our 70th webinar episode, we’re diving into one of the most important topics for storage operators: How to Dominate Your Local Market.

In this special episode, Tommy and Melissa sit down with industry expert Stephanie Tharpe to discuss how a strong local presence can set your facility apart from the competition.

Topics covered include:

Identifying Your Target Market – How to map out where your tenants are coming from and which local businesses can drive referrals
Engaging with Your Community – The value of sponsoring local events, supporting charities, and partnering with businesses
Grassroots Marketing Tactics – Direct mail, flyers, local events, and other effective ways to build brand recognition
Referral Programs – How to structure incentives for customers and local businesses to spread the word
Optimizing Your Website for Local SEO – Why local photos, keywords, and backlinks matter for conversions
Converting Leads into Tenants – How to position your facility against REITs and online price wars

From networking with local businesses to running promotions that actually drive results, this episode is packed with practical strategies to help you own your market and increase occupancy.

Guest: Stephanie Tharpe , President, A+ Management Group

Hosts: Tommy Nguyen & Melissa Huff

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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With so many self-storage management software options available, how do you choose the right one for your facility? We unpack the key features and must-haves for 2025, helping you navigate the software landscape to find the best fit for your business.

Online Rentals & Payments – How to streamline the tenant experience with electronic signatures, ID collection, and insurance selection
Pricing & Revenue Management – The importance of value pricing options to stay competitive in online rate wars
Reports & Data Tracking – Why reports matter (even if you don’t check them daily) and how they impact occupancy, sales, and future buyers
Tenant Communication Tools – Texting capabilities, chatbot integrations, and record-keeping for seamless interactions
Website & SEO Integration – What to look for in a software that enhances your online presence and booking experience
Gate Access & Security – Compatibility with access control systems, late-to-lien automation, and other key integrations
Support & Training – What kind of support, training, and updates you should expect from your provider

Choosing the right software can mean the difference between a smooth operation and daily headaches.

🎧 Listen now to our other "Best Self Storage Episode" by clicking here

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Pricing your self-storage units isn’t just about setting a number and hoping for the best—it’s about staying informed and adapting to market conditions. In this episode, we break down why keeping an eye on your local competition, regional trends, and even seasonal factors is essential for optimizing your rates and specials.

Topics covered include:

Market Research Tactics – How to track competitor rates using AI, rate-scraping services, or manual calls
Comparing Apples to Apples – Why it's crucial to compare similar unit sizes and property types
Rate Adjustments & Local Development – How new construction, economic shifts, and population changes impact pricing
The Role of Specials & Discounts – When to offer promotions and when to hold firm on pricing
Seasonal Pricing Factors – How college schedules, moving trends, and local events should influence your rates

Whether you're using technology or old-school research methods, staying ahead of market trends ensures your pricing remains competitive and profitable.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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A consultant shows you the path you need to walk, but a mentor walks the path with you. In a business as nuanced and unique as self storage, enlisting a mentor can be the difference between a successful business venture and one that never makes it through lease up.

As the industry evolves, new investors often face overwhelming decisions about facility design, technology, and operations, while experienced operators struggle to modernize outdated systems and marketing strategies. We tackle this topic from both perspectives:

Common mistakes new owners make when setting up a facility
How outdated practices can hold long-time owners back
The role of mentorship in navigating technology, pricing, and marketing
Where to find a mentor and why expert guidance saves time and money

Plus, we share a few key recommendations you don't want to miss.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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In this rebroadcast of our February 20, 2025 webinar, John Chang from Marcus & Millichap provides an in-depth analysis of the self-storage industry's economic landscape in 2025. With inflation stabilizing, interest rates remaining high, and occupancy trends shifting, John breaks down key market forces shaping the industry and what operators should be prepared for.

Topics covered include:
The impact of economic uncertainty on self-storage
Pricing strategies, rate wars, and competitive pressures
Market saturation, construction slowdowns, and regional trends
How younger tenants are changing length-of-stay patterns
The growing role of technology and AI in operations and marketing
Investment insights: Is now a good time to buy, sell, or expand?

If you’re a self-storage owner, investor, or operator looking for expert insights into what’s ahead, this episode is packed with valuable takeaways.

Guests: John Chang, Marcus & Millichap

Hosts: Tommy Nguyen & Melissa Huff

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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Self-storage isn’t just for life transitions anymore—more and more small business owners, gig workers, and entrepreneurs are using storage units to run and grow their businesses. From Etsy sellers and antique dealers to pharmaceutical reps and lawn care companies, these customers have unique needs and can be some of the longest-staying tenants.

In this episode, we explore how self-storage operators can attract and serve business customers effectively. We discuss marketing strategies beyond the traditional "4Ds," including digital advertising, social media platforms like Pinterest and TikTok, and pricing models that work for business users.

Joining us is Jamie Boros, Business Development Manager at StorSuite, who shares her insights on why business owners are an untapped market for self-storage and how facilities can position themselves as the perfect solution for their storage needs.

Plus, we throw in a few moving and cruising recommendations.

Guest: Jamie Boros from StorSuite

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Today we dive into figuring out your self storage story- the characters, the plot, and the target audience. It's only after those pieces are in place that an effective story can be told, and your business is no different. But that's only half of the journey. Once you've figured out your story, you have to tell it, and often words just aren't enough.

We discuss several examples of storytelling in our industry and dive into figuring out the "why" of your business. A good story will set you apart from your competition and may bring surprising results.

Plus, we end with a few recommendations, including an unorthodox marketing campaign we hope someone tries.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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We're back for part 2 of the self storage SEO discussion that began on last week's episode. There were so many unanswered questions that needed a response:

What if you have multiple locations? Do you use 1 website, 1 Google Profile?
How do you get in the Map Pack if your not already?
Should my website list every single chain restaurant near my facility? When is it worthwhile to mention a landmark or other business in my content?
What if people don't have Google accounts?
What metrics should we prioritize to accurately measure the ROI of our SEO efforts, particularly in driving move-ins and reducing customer acquisition costs?
Can you advise on how to ask customers and the frequency for reviews after rate increases have been given across multiple facilities?
How do you get people to follow your Facebook page?
As voice search usage increases, how can self-storage businesses adapt their SEO strategies to capture leads from queries like 'storage near me' or 'affordable storage units nearby'?
For the longest time we have heavily focused on Google Ads thinking it was the primary lead driver. However are you all saying it is actually organic/SEO?
How do you measure how well your website is doing compared to other facilities?
Does SEO have to cost a lot? We are paying an outside company a lot of money a month to put us at top. Would it be worth it to do it ourselves to save money?

Yes, we tackle all of these, plus give a few recommendations at the end for furthering your self storage education.

Listen to Last Week's SEO Episode - SEO 101: How To Rent More Units Online

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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What is SEO, why does it matter, and how does it work for self-storage specifically? Today we tackle search engine optimization basics and discuss the impacts of the REITs, AI, and changes to expect in the coming year. Do you need to still be on page 1 of Google? What metrics should you pay attention to? Who and how do you target your ideal customer? David, the SEO expert from StoragePug, joins the webinar to answer these and many other questions to make sure you are on the right track.

This is a re-broadcast of the January 23, 2025 webinar.

Guests: David Austin, StoragePug

Hosts: Tommy Nguyen & Melissa Huff

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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When is the last time you looked through your self storage operations manual, assuming you have one in place? Is it still fully applicable and relevant? Are you using it to train new employees or is it so out of date it just collects dust on the shelf? Today we talk best practices for optimizing your operations manual. These documents should be regularly used tools to run your business. If they aren't serving you well, we go over several ways to turn that around and make them a valuable piece of your operation.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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A new year is here and change is in the wind! Is it time to get into TikTok? Do you need to pivot to AI search? Maybe a billboard strategy or having a manager available 24/7 is what you need. As more and more options for doing self storage become available, what do you need to be doing as a business owner or operator? As with most things, the more things change, the more they stay the same.

Self storage has been around for a while, and the basics are still the basics. Yes, there are more options, but the core of what we do isn't changing at all. Join us as we kick off 2025, leaning into what works and keeping an eye on what's coming.

Listen to the SMART Goals Episode from 2022

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Welcome to Episode 4 of Legal Chat. This virtual "Power Hour" covers a variety of topics and questions sent in from self storage owners and operators around the country. Today it's all about costs, data protection, and un-signed leases. Is it okay to pass along costs to your tenants? How long should you hold on to your tenants information once they vacate their unit? What if your tenants refuse to sign a new or updated lease? Carlos and Scott tackle these topics on this quarter's episode.

You can watch this episode over on the YouTube channel- Watch Episode 4 on YouTube

Make sure to subscribe to watch future episodes.

Hosts: Carlos Kaslow & Scott Zucker with the Self Storage Legal Network

Brought to you by Lighthouse Storage Solutions

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"The sky is not the limit, demand is the limit for what we can do in self storage." This is just one of the nuggest from our end of the year review.

What was your toughest challenge this year? What are the weaknesses you identified in your business? What worked? What didn't? What trends are you expecting in 2025 for self storage? We look back on 2024 and peak ahead at 2025 with our special owner, operator, and broker guests who join Tommy and Melissa on our final webinar episode of the year.

This is a re-broadcast of the 12/19 webinar.

Guests: Matthew Roberts (Southern Storage), Alexis Ducharme (Stop-N-Go Storage Management), and Jane Sauls (Sauls Storage Group)

Hosts: Tommy Nguyen & Melissa Huff

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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You're paying hundreds, if not thousands, of dollars to get website visitors, walk-in traffic, and phone calls to rent self storage units. But what if you're not there to answer the phone? Too many voicemails and missed calls turn into missed opportunities if you aren't connecting with customers in the moment. But is a call center the right solution? Sherry Miller from XPS Solutions joins us as we talk tackle these questions and more:

Are call centers essential for running a self storage business?
What services should a good call center provide?
Do domestic vs international agents make a difference?
What are red flags to keep in mind when choosing a provider?

Plus, we have several great recommendations and another Christmas bonus track at the end.

Guest: Sherry Miller, XPS Solutions

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Cameras and gates and wasp spray, oh my! Yes, these are all great ways to keep the trash off your property and to give your security a boost. Security is top of mind for most self storage tenants. It consistently ranks in the top 3 for what is most important to our customers. What security do you need for your facility? Do you really need a gate? What about cameras and lighting? From locks to access hours, good managers to AI, cameras to wasp spray, we cover a ton as we break down what it takes to keep the trashy people off your self storage property.

Plus, some bonus content towards the end as we approach the end of the year.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Happy Thanksgiving! As 2024 begins to wrap, we reflect on what makes us most thankful in the self storage industry. From trade shows to business opportunities to our crazy travel schedule, there's a lot to think back on. Yes, we give several specific shout-outs to vendors and individuals who have impacted us, plus some bonus content about our favorite Thanksgiving foods.

We hope you have a wonderful Thanksgiving and this episode brings you some smiles and helps set the table for the holiday season ahead.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Melissa Stiles from Storage Asset Management brings her expertise managing marketing for over 600 self storage locations to the group as we dive into digital marketing. What tactics work for lease up, large stores, small stores, or stable properties? When is it time to change things up? What should your budget look like? We explore social media, Google Ads, Analytics, Business Profiles, and competing with other operators in your market. Plus, we reveal the most underutilized marketing tactic in self storage.

This is a re-broadcast of the 11/21 webinar.

Guest: Melissa Stiles, Storage Asset Management

Hosts: Tommy Nguyen & Melissa Huff

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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What's obvious to you might not be so obvious to others. We swim in the self-storage world, so things like month-to-month leases, drive-up access, online rentals, and pest control might not seem like amazing amenities to highlight. However, the average customer doesn't know the standard self-storage package. Handicap access or the fact that they are the only ones with a key to their unit might be the selling point that brings you the rental over your competitor. Your competitor has those things too, but if you're the only one advertising that you don't require a security deposit, maybe customers will start think that you have the edge over your competition.

Today we take a deep dive into all things obvious, plus share some holiday themed recommendations.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Welcome to Episode 3 of Legal Chat. This virtual "Power Hour" covers a variety of topics and questions sent in from self storage owners and operators around the country. Today it's all about disasters. With the recent hurricanes hitting the southeast, it's important to understand the legal challenges. Here are a few of the topics covered:

Tenant Communication During and After Disaster
Allowing Access After a Disaster
Handling Tenants' Property During Clean-Up
What if you don't have flood coverage?
Remedies for Tenants Who Won't Vacate
Ability to Create a Contract Without a Signature
Using Units for Non-Storage Needs

You can watch this episode over on the YouTube channel- Watch Episode 3 on YouTube

Make sure to subscribe to watch future episodes.

Hosts: Carlos Kaslow & Scott Zucker with the Self Storage Legal Network

Brought to you by Lighthouse Storage Solutions

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Your Google Business Profile accounts for almost 50% of the ranking factors that impact when you'll show up in Google's search results. This free tool is constantly updated and is often the first intro customers have to your business. This profile is a free tool available to every self storage business owner. Are you making the most of every feature? Every box you check on this profile sends positive signals to the most powerful search engine on the planet.

Today, we cover some of the newer features you should look into. Parking, online hours, videos, and social profiles are just a few of the updates we touch on. Plus, we highlight a few things to avoid when making your updates.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Are you tired of hearing "Well, I'm not an attorney, but..."? Worry no more- we have one of the best self storage attorneys in the country joining the webinar today. Scott Zucker has decades of experience in the industry. Today, he updates us on the top changes in 2024, laws from other industries that are impacting self storage, and what's coming in 2025. From pricing strategies, to evictions, to non-monetary defaults, we cover a wide range of legal best practices. Plus, several questions for our amazing audience.

This is a re-broadcast of the 10/17 webinar.

Guest: Scott Zucker, Self Storage Legal Network

Hosts: Tommy Nguyen & Melissa Huff

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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In the aftermath of Hurricane Helene, many self storage owners across the southeast experienced one of the D's that drive rentals in our industry- Disaster. Whether it's a hurricane, tornado, fire, burglary, or some other form, disaster hits us all. Are you prepared? The best plan is one that's in place before disaster strikes, but even in the midst of a tragic event like Hurricane Helene there are positive things you can do both for your business and community.

How can you be prepared? What should that plan look like? What are some wise (and some unwise) decisions to consider when the power is out, internet is down, flooding is coming, and tenants need their goods? We cover all of this as we look ahead to whatever disaster may be coming next.

Resources:

SSA Emergency Preparedness Manual
Force of Nature MSM Article

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Customer service makes all the difference. You can have a fantastic self storage facility with a great location that is beautifully clean, but if your customer service is terrible you won't rent a unit. Lee Creech joins the webinar today to share his tips, tricks, and basic principles from his years of experience working in the hotel industry as well as self storage.

He explores the art of simply talking with people and the importance of learning about your customers. From difficult conversations, to dealing with deliquent payments, to enforcing the rules, we cover all the elements it takes to provide exceptional customer service.

Guests: Lee Creech, Northshore Pellissippi Storage

Hosts: Tommy Nguyen & Melissa Huff

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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There is a question in the self storage industry that brings to light just about everything you need to know about a tenant. Will they rent long term? Will they pay their bill? Are they a business owner? Are they a security risk? Do they need climate control storage? One simple question unlocks the door to all of these answers. This question changes the dynamic of a conversation and shifts the control from potential tenant to the manager.

So what is this all important question? You'll have to listen to find out.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Are you even doing trade shows right? There's a right way to do a trade show, and then there's just wasting your time and money. This is just one of many topics we cover as we return to the mics and gab all about the recent Self Storage Association Fall Conference in Las Vegas a few weeks back. We learned alot, from Google updates, to data analytics, to AI do's and don'ts.

Plus, we share some of our tips for vendors looking to get more people visiting their booths. We've got some praises as well as pet peeves to hand out. We hope you find our insights... insightful, and that you make plans to head to a trade show in the near future. And if you do plan on going to one, make sure you do it right.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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The Fall Conference season officially kicks off this week with the SSA Fall Conference & Expo in Las Vegas. With more shows than a person possibly attend over the next few months, how to do you know what is the right show for you? How do you get the most out of your trade show? And should you even attend one?

We discuss a few of our tips and tricks for navigating show season, a few things to consider as you think about going to a show, and a few essentials to pack while you travel. This episode is short and sweet, because it's show time.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Matt Enger, co-founder of Cubby Storage, joins us to talk about his journey into self storage. From his beginnings storing artwork, to the development of Cubby, he has used his tech background to increase efficiency and enhance the customer experience in a variety of industries. We also dive into self storage software, which has become integral to running just about every facility in the country. What are the needs owners have? What should software do? We cover this and a ton more as we examine his origin story.

Guest: Matt Engfer, Cubby Storage

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Experts from 6Storage, Storable, Storage Commander, and Storeganise join us to talk all about software. Good self storage software can make all the difference for both the customer experience and the manager/owner. What functionality should software have? How should it interact with security, call centers, and payment portals? What are the pain points operators are trying to overcome? And of course, what's coming in the next few years? From integrations, to customer interactions, to management needs, our guests overview what you should be looking for in a software system.

Guests: Jason Palmer (Storable), Alyssa Winkelman (6Storage), Steve Smith (Storage Commander), and Jack Colemanzo (Storeganise)

Hosts: Tommy Nguyen & Melissa Huff

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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Tommy Nguyen, founder of StoragePug, shares his origins both in the US and in self storage. From his humble beginnings coming to America from Vietnam, to his early days in tech after UT, to the beginnings of his company StoragePug, we hear all about his amazing journey. He discusses his personal story, the heart behind StoragePug, and his thoughts on the self storage industry's past and future.

Guest: Tommy Nguyen, StoragePug

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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What data matters in self storage? Where do you get it? James McLean from Radius+ joins Tommy and Melissa to discuss all the analytics you can handle. It can be hard to sort through all the available data out there from your website to your online profiles to your management software. We discuss the tools that are available and the key data to keep track of to keep your business competitive and successful.

Hosts: Tommy Nguyen & Melissa Huff

Guest: James McLean with Radius+

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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Welcome to Episode 2 of Legal Chat. This virtual "Power Hour" covers a variety of topics and questions sent in from self storage owners and operators around the country. Today we cover the recently passed legislation regarding non-monetary defaults, the ability to enforce unsigned leases, properly disclosing fees, force-placing tenant insurance, laws against junk fees, legal tips for taking over a troubled facility, and much more.

You can watch this episode over on their YouTube channel- Legal Chat Episode 2

Make sure to subscribe to watch future episodes.

Hosts: Carlos Kaslow & Scott Zucker with the Self Storage Legal Network

Brought to you by Lighthouse Storage Solutions

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In this special 100th episode, we revisit our very first topic from two years ago- work life balance. Whether you own a business or just work for one, the motivation behind your work ethic drives everything you do, from the amount of time you spend with your family to the effort you put into your job.

We discuss our own work life balance, the "Why" behind Lighthouse Storage Solutions, and some things to consider as you examine the relationship between your personal and professional endeavours.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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The future of tenant communication is video. Face time, snaps, zoom, google meet, and a host of other options have grown this tech in person to person communication, but we haven't seen it hit its stride in the self storage space... that is until Live Switch decided to enter our industry. It's not often we're blown away by a new piece of tech that enters the self storage space, but today is an exception.

James Hatfield joins us to talk about the origins of Liveswitch, how it's already working with major organizations (Adobe, NFL, Department of Defense, etc.), and how it's changing the way we talk with our tenant and co-workers in self storage. And the best part of it all is the simplicity with which anyone can use this tech.

Plus, we dive into some of the charitable work connected to Liveswitch (linked below) and think about the future of how this tech will impact self storage.

*Live Switch is not a sponsor of this episode

Guest: James Hatfield, CRO of Live Switch

Charitable Organization from the episode: Inmates to Entrepreneurs

Hosts: Josh Huff & Melissa Huff

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Snakes, birds that attack, glow in the dark tenants... we've got a few fun stories from our recent travels to share on this lighter 4th of July special episode. There is never a dull day in self storage, and we are extremely thankful for the freedom to work in this industry and build our business. Despite the strange circumstances, tempermental technology, or aggessive animals, we wouldn't trade our time in this industry for anything.

Enjoy the fun stories and feel free to share a few of your own with us.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Get ready for one of our most entertaining podcasts of the year. Aaron Harwell from SpiderDoor joins Tommy and Melissa to talk about self storage security. Aaron has experience both as a self storage owner and the owner of a self storage security company and talks about what has (and hasn't) worked for his facilities and what led him to the many unique solutions SpiderDoor provides.

From lasers, to attack dogs, to gates, and just about everything in between, we hit on all the security you should look into for your facilities. Plus, Aaron reveals his top 2 must have security features every facility needs to be using today.

Hosts: Tommy Nguyen & Melissa Huff

Guest: Aaron Harwell with SpiderDoor

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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Up next in our series on "Dealing with Problem Tenants" are our business operators. This is a tricky category as many of our business tenants are our best tenants. They follow the rules, pay on time, and stay forever. But there's a difference between a business that stores with you and one that operates on your property.

How can you discover this problem business before you rent to them? What are the red flags to watch for? As with the other types, so many problems can be avoided with an active manager and clear guidelines in your lease. We discuss all the angles of this important tenant type, plus give a brief update on StorageGives towards the end.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Theft is one of many security issues facing every self storage facility. Preventing it should be a top concern. Sadly, one of the sources of theft is our own tenants. For most of your renters, you have nothing to worry about. But what about that one bad apple? How can you "thief-proof" your facility? Better yet, how can you head off a thief before they ever become a tenant?

Today, we tackle the next problem tenant on our list, the Thief. We go over very practical ways to prevent them from renting, recognizing them on the property, and keeping your property safe. From curb appeal, to police presence, to unit alarms (plus several funny stories), we explore this issue like Danny Ocean explores a casino.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Tenants are the life blood of our business. Most of the time, and with most of our tenants, the relationship is great. But every once in a while you get that one tenant...

Today we tackle the first of many problem tenant types: The Complainer/Bully. This is the tenant who knows your business better than you do and always has a "helpful" suggestion. You may call this person a "Karen" or a complainer, but sometimes they take it too far. How do you deal with a tenant like this? How do you respond when a complaint turns into hostile behavior in person or online? Thankfully, there are several practical things you can start doing today to help deal with your problem self storage tenants.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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There is a common denominator every self storage business shares that is often under-valued and under-utilized: the customer. Building customer loyalty is the final step in the sales funnel. But too often, companies are so focused on getting customers, they don't know how to truly enlist them to continue building their business.

Today we gab about the customer and how to utilize them in your sales process. Yes, asking for reviews is a part of it, but there is so much more, from regular communication to referral programs to going for repeat business from past tenants. Take advantage of this free final stage in marketing and enlist your customers.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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The self storage laws in Georgia were recently updated to include new provisions for non-monetary defaults and unsigned lease agreements. But along with these changes are best practices to protect both the facility owner and the tenant. While some practices are now legal, owners must be careful to implement them in the right way. We break down some of the changes, what this means for the industry, and how they can really benefit your business.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Increasing occupancy is top of mind for most self storage operators. Advice is plentiful, from upping your ad spend to dropping your rates. But what really works? Luke Westbrooks joins the webinar to discuss what has and hasn't worked for the portfolio under his care. You won't be surprised by the bottom line- it's all about the customer experience. Your customer interaction has a direct impact on their desire to rent with you or recommend you to others. The gabfocus team work through communication, move-ins, billing, collections, and more as they tackle this important topic.

Hosts: Tommy Nguyen & Melissa Huff

Guest: Luke Westbrooks

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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After more lunches, sessions, trade show seminars, podcasts, and webinars than we we can count, we've finally cracked the code and figured out the most important thing in self storage. It's not your website, location, class, security, software, or curb appeal, although all those elements relate to it. At the end of the day, self storage is a business, and you can't have a successful business if you don't make money. So where does our money come from? Spoiler Alert...Customers.

We often think about the customer experience, but have you thought about your actual customers? What do they want? What are they looking for? What can they handle? That's our topic for today as we unpack the common customer themes we've seen from dozens of operators and dozens more educational sessions. If you know your customer, you'll know how to please them, utilize them, and ultimately earn money from them.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Curb appeal isn't just about what you see. It's about what others see when they visit your property, whether in person or online. The right curb appeal can attract a great tenant leading to long term healthy arrangement. But the reverse is also true. Negative curb appeal can keep good tenants away or attract the wrong kind of tenant. So, what are the essentials? How do you manage your curb appeal?

We are excited to have Jane Sauls, broker and self storage owner, join the show to talk all about curb appeal and specifically how it impacts marketing. She drives home the three "R"s that are the foundation of her facility, showing the value of being Real, Relatable, and Reliable.

Guest: Jane Sauls (Sauls Storage Group and Little Vine Storage)

Host: Melissa Huff

Produced by Lighthouse Storage Solutions and StoragePug

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You never get a second chance to make a first impression. This famous slogan rings true in more areas than just keeping your hair free of dandruff. It's especially true in the self storage industry. What are people's first impression when they drive by or walk on your property?

Today we dive into the different aspects of keeping your facility neat, clean, and bright. Organization, signage, landscaping, and all the rest are covered as we look into the good, bad, and ugly of curb appeal. We'll also tackle digital curb appeal in a future episode.

Related Episodes: Keeping Up With Your Facility with Jackie Belau & Nigel Kreft

Click Here to listen to Part 1
Click Here to listen to Part 2

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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One of the top training guru's in self storage, Carol Mixon, joins the podcast today to talk all about selling skills. Active listening, problem solving, customer care, product knowledge, and of course closing those leads are just a few of the many topics covered in todays episode. Carol shares a variety of helpful examples along with practical advice for training your team or doing the work yourself.

This is a rebroadcast of the Gabfocus webinar originally aired on 3/28/2024. You can watch it over on StoragePug's site.

Hosts: Tommy Nguyen & Melissa Huff

Guest: Carol Mixon (SkilCheck)

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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We're back from Inside Self Storage with all our fun takeaways from the education, networking, and trade show. Dozens of speakers, hundreds of vendors, and thousands of attendees made this an event to remember. And speaking of thousands, the Storage Gives event was HUGE, raising thousands for all the worthy causes they support.

Interested in purchasing sessions from ISS? Visit their store right here.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Welcome to Episode 1 of Legal Chat. This is the podcast version of the virtual "Power Hour" featuring Carlos Kaslow and Scott Zucker which covers a variety of topics and questions sent in from self storage owners and operators around the country. Today we get to know Carlos Kaslow's origin story before the guys dive in to the legal topics facing the self storage industry. They cover updating leases with electronic signatures, tenants attempts to stop auctions, potential rent control bills, and some very important non-monetary default legislation.

Start at 6:20 if you want to skip to the Legal Chat.

You can watch this episode over on their YouTube channel- Legal Chat Episode 1

Make sure to subscribe to watch future episodes.

Hosts: Carlos Kaslow & Scott Zucker with the Self Storage Legal Network

Brought to you by Lighthouse Storage Solutions

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We're back (for a few days at least) from the recent '24 Self Storage Association Spring Conference. Honestly, we were blown away by the amount of new additions to the storage space. Today we share a few key takeaways regarding new tech players in the industry, session highlights, and products to consider.

There are more tools today than ever before to help any self storage owner be competitive, but you have to know the tools exist in order to see if they'll work for your business. We tackle this and a lot more, including a teaser for the upcoming legal chat, as we share our takeaways.

Interested in the new Legal Chat webinar? Subscribe to that right here.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Collections may be the least favorite part of self storage management. But you gotta do it. It starts with a good policy and ends with getting paid, but the in-between part of interacting with customers and vetting excuses is where it gets fuzzy. Or does it? As with most things, consistency is key with collections. Rent is due when it's due. If you're late you get a late fee. If you don't pay, you get overlocked. That may seem heartless in some circumstances, but as the late great godfather taught us, it's not personal. It's just business.

Next week we'll be at the SSA Spring Conference in DC. Make sure to stop by our session and roundtable and say hello. Now go collect that money!

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Digital marketing dollars don't go as far as they used to, but don't worry- Stacie Maxwell, the Grassroots Guru, joins us to explore the ways you can get involved in your community to keep your facility top-of-mind when people need storage. Do you host local events? Have a robust referral program? Use QR codes? Engage in social media? Partner with other businesses? We explore these options and more as we take a deep dive into grassroots marketing and find out how to measure its success.

This is a rebroadcast of the Gabfocus webinar originally aired on 2/29/2024. You can watch it over on StoragePug's site.

Hosts: Tommy Nguyen & Melissa Huff

Guest: Stacie Maxwell (Universal Storage Group)

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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Are you getting the most out of your self storage facility? Raising your rates is still the best way to increase your income, but these days price increases are a bit more tricky. Today we explore several affordable and effective ways to increase revenue from retail, to technology, to value pricing, and many more in between. Our industry is full of ways to maximize your revenue and you need to be taking advantage of every one of them.

Plus, we touch on a new Georgia rent control bill recently introduced that could have huge implications for self storage. And we highlight a brand new legal show coming soon: the SSLN Legal Chat. You can subscribe to that right here.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Trade show season is off to a great start! We were at the Florida Self Storage Association Conference & Expo last week and noticed a few things trending in self storage. Of course, AI was talked about, but we don't share the same opinion as some others who think it'll be a slow roll-out in our industry. Plus, we're noticing a growing trend of more niche service providers which is a great thing for you if you want to be more hands-on with your facility. We highlight vendors, services, trends, and what's on the horizon. Plus, our serious and silly recommendations.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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The lease is probably the most important document for your self storage business. It's the agreement between owner and tenant, outlining all the fees, penalties, and agreed upon practices for having a good relationship with your customers. One of the most frustrating things we are seeing through the industry is owners not enforcing their lease. This not only hurts your bottom line, but could open the door to legal troubles.

Today we tackle the important parts of a lease, getting started if you don't have a good one, why it must be enforced, why it's really ok to enforce it, and what could happen if you let things slide.

Find out more about the Procedures Manual and Training Opportunities

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Training is essential... Seems like a fairly obvious statement, but how many of us put it into practice? Do you have a training plan for yourself and/or your team? Training is so much more than handing a new manager a book of policies on day one, expecting them to read and implement it their own. It's about the people and equipping them with all they need to make themselves and your self storage facility a success.

We reveal our top tips for regular training, plus unveil a brand new product line from Lighthouse- our Procedures Manual and Training Sessions. We're a bit on-the-go for this episode, so hop in the car with us, run a few errands, and join our conversation about training.

Find out more about the Procedures Manual and Training Opportunities

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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It's time for an economic temperature check for the self storage industry, and who better to share his insights on this than John Chang from Marcus & Millichap. Where are we now? What should we expect with the recession, occupancy, street rates, or construction? How should operators be approaching pricing, expanding, or investing? What should self storage be concerned with in the next year?

All this and more is tackled by our experts. Plus, we take a ton of LIVE questions from one of the largest audiences Gabfocus has ever seen. Don't miss this special rebroadcast episode.

Hosts: Tommy Nguyen & Melissa Huff

Guest: John Chang (Marcus & Millichap)

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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We pay all sorts of attention to our curb appeal to make the most of that first impression. Same thing with our phone skills (more on that in last week's episode). Do we have the same focus for our websites? Are they intuitive and customer friendly? Is the experience of renting a unit as easy as if a manager was walking them through the process on the phone or in person? Well, it should be.

A customer friendly website is essential in our digital age. How many clicks should it take to make a rental? Are you buttons the right size and correct design? How much movement is too much for a website? We cover all this and more as we examine the customer experience through the lens of your website.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Thousands of dollars are spent each month in the hopes of making the phone ring, but if you aren't there to answer it or don't know how to sell, that money is wasted. Today is all about those phone skills- being prepared, asking the right questions, overcoming objections, and closing the sale. Make sure those marketing dollars are well spent. If you want to pay those self storage bills, you better bring those phone skills.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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We're going back to basics to kick off 2024, and it doesn't get more basic than opening and closing your self storage facility. Do you have an opening check-list? If you needed to hand off opening or closing procedures to someone else for a day or a week, would everything be taken care of? Turning on lights and checking email might seem like common sense tasks, but common sense isn't what it used to be...

Today, we talk all about the basics of opening and closing, plus share some helpful organizational recommendations.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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It's the final episode of 2023, so we're looking into our crystal balls to see what's in store for the self storage industry in 2024. Will occupancy bounce back? Is remote management here to stay? Where will marketing dollars be spent? What systems will come under the microscope? We discuss all this and more as we get ready to turn the calendar over to the year ahead.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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It's the final webinar of the year and it did not disappoint. Industry experts Jane Sauls, Nick Newcomb, and Ginny Sutton talked the good, bad, and ugly of 2023 along with a few predictions for 2024. They discussed the impact of decreased rental activity, rising costs, and tenant issues, along with the crucial role of technology adoption in staying competitive.

The episode also covers market consolidation, the importance of customer service and community engagement, and strategies for improving occupancy and retention. Insights into operational challenges, the influence of Real Estate Investment Trusts (REITs), and predictions for 2024 rounded out our comprehensive look at the state of the storage industry in 2023.

Hosts: Tommy Nguyen & Melissa Huff

Guests: Jane Sauls, Nick Newcomb, and Ginny Sutton

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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We're back for a second look at day to day operations. The normal routine of a self storage manager is anything but routine. There are several day to day practices that can make the job run smoothly and efficiently no matter what your property or your tenants throw your way. Our experts weigh in on communication software, sending information to tenants, preferred software and management tools, how the day should start, how to wrap your day to make sure you set yourself up for success, and much more.

Hosts: Tommy Nguyen & Melissa Huff

Guests: Denise Bowley & Kevin Mullis

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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Apparently it's time to panic. Occupancy is down, deliquency is up, and we have to do whatever it takes to fill up our self storage facilities, right? False. There is a time and place for discounts and specials, but has that time come for you? Just because the big boys are dropping discounts doesn't mean you need to do it as well. Today we talk about the good and bad types of discounts, when to consider a special, and how to craft those deals so you don't lose long term income. From the $1 move-in special to the buy 11 months, get the 12th free, we speak to the specials and try to get across this important message- Don't Discount Yourself.

Plus, a few recommendations related to Giving Tuesday this week.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

Charitable Partner- StorageGives

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Today is all about Thanksgiving! And we certainly have a lot to be thankful for, especially when it comes to the self storage industry. Our Gabfocus Friends helped us out for this episode, so a special shout out to Max, Adam, Megan, Cindy, Sue, Bob, Chad, Alonna, and all the rest who chimed in with their reasons for gratitude. From tenants, to managers, to vendors, to the SSA, we are so incredibly blessed.

Have a great Thanksgiving everyone! And if you need a few suggestions for a juicy bird, stick around to the end for Josh's brining recommendation.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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A secure self storage facility is one of the top 2 priorities for new and existing tenants. But how can practically and affordably keep your facility secure? What are the best gates, cameras, and lights? How often should you upgrade your technology? What are the newest tools entering the storage industry? Our experts tackle these questions and many more throughout this webinar episode. Plus, the merits of electric fences, drone surveillance, and even security dogs are debated.

Guests: Scott Underbrink, Kristin Hesse, and Jim Comeaux

Hosts: Melissa Huff and Tommy Nguyen

Produced by Lighthouse Storage Solutions

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Maintaining your property is a huge area of focus if you own and operate self storage. If done properly, it can save you thousands of dollars. It's so important that we've dedicated not one, but two webinars to it. Jackie and Nigel are back for round two. Last time was all about doors. This one is about all the rest- gates, locks, driveways, beautification, and more.

If you missed part one, you can listen to it right here- Keeping Up With Your Facility Part 1

Guests: Jackie Belau & Nigel Kreft

Hosts: Melissa Huff & Tommy Nguyen

Produced by Lighthouse Storage Solutions

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Managers are crucial to the success, or failure, of your self storage business. We learned this lesson again and again on our membership drive through Louisiana last month as we encountered dozens of managers. The vast majority were fantastic, exemplifying the importance of that friendly face in the office. Of course, there were some not so great ones as well. We break down the good and the bad from our travels. Here's one pro-tip for free: if you have a customer in front of you, make eye contact (and stop painting, watching TV, talking to your buddy, etc.). You'll have to listen for the rest.

A big shout-out to all the amazing managers throughout Louisiana. We're excited to see you at the show later this month.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Joe Doherty (Self Storage Association) joined us for our 2023 Storage Legal Update! We reviewed the latest national and state legal updates and discussed the trickiest legal sticking points of self storage. What are the legal challenges happening around the country? What are the biggest concerns facing operators? How do you handle dead bodies in your unit? These and many more LIVE questions are handled on this rebroadcast of our webinar from October 26.

Guest: Joe Doherty, attorney for the Self Storage Association

Hosts: Melissa Huff (Lighthouse Storage Solutions) & Tommy Nguyen (StoragePug)

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How important is social media? Is a manager really necessary? Tenant protection or tenant insurance? These were the topics debated at the 2023 Tennessee Self Storage Association conference in Nashville. Our participants gave great arguments on all sides of these issues. But who won? We go through the arguments, highlight our favorite points, and declare our winners. Plus, some takeaways from the Texas show and a few solid recommendations from our weeks on the road.

Hosts: Melissa Huff & Josh Huff

Produced by Lighthouse Storage Solutions

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We're excited to welcome Scott Zucker, one of the best self storage attorneys, to the podcast. You may be familiar with Scott's work as his expertise has played a role in many leases and laws throughout the storage world. But you may not be as familiar with him as an author or baseball fan. Today, we cover all three as we hear some incredible storage stories, get Scott's take on his most asked questions (hint... it involves dead people), and hear about his start both in self storage and as an author.

Featured Guest: Scott Zucker

Hosts: Josh Huff & Melissa Huff

Recommendations: Self Storage Legal Network, Scott's Books

Produced by Lighthouse Storage Solutions

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Marketing can be a maze of acronyms, analytics, and ad management, but it doesn't have to be. Simple solutions are out there for even a beginner self storage manager or owner to utilize. Today we tackle some takeaways from a few of the recent shows we attended. In particular, we get practical with marketing, give away some tools to help verify your marketing is doing what it is supposed to do, and share some QR code secrets you can put into practice. Plus, our recommendations at the end to brighten your day.

Hosts: Josh Huff, Melissa Huff

Produced by Lighthouse Storage Solutions

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We're back with a fresh webinar episode focussing on data & reports. What reports should you focus on? What metrics should you be measuring? What data tells the true story of your self storage facility and what can be misleading? Our amazing guests shed light on the key things to consider when analyzing the data and reports for your self storage operation. Just about everything from marketing, to occupancy, to manager involvement are covered.

Guests: Alyssa Quill (CEO: Storage Asset Management), Jeremy Rollwitz (Regional Manager: The Jenkins Organization), and Cherolyn Johnson Chiang (Director of Marketing: The Jenkins Organization)

Hosts: Melissa Huff (Co-Owner: Lighthouse Storage Solutions) and Tommy Nguyen (Co-Founder: StoragePug)

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We're LIVE from Las Vegas at the SSA Fall Conference and Expo! There is a ton happening in our industry, from technology to marketing to operations. We learned a lot, plus spent plenty of time building relationships with our storage family. Listen in on a few key takeaways from days one and two of the conference, plus a few teasers for topics we'll be covering in future episodes. Also, our recommendations if you're ever in Vegas and need a great tattoo or a tasty dinner.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Are you just getting started in self storage? Have you been around for a bit and want to hear what another operator is up to? From new tech, to building plans, to the benefits of your state association, we cover a ton of territory with some very special guests. Max & Allison Vallotton from Gate 5 Self Storage joined us for a fun remote podcast LIVE from Augusta, GA. They share their story of getting into the industry and several lessons learned along the way. There's something for everyone in this episode, including some unique recommendations at the end.

Hosts: Josh Huff, Melissa Huff, Max Vallotton, & Allison Vallotton

Learn more about Gate 5 Self Storage

Produced by Lighthouse Storage Solutions

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Industry experts Sue Haviland and Terry Campbell join hosts Tommy and Melissa for our monthly webinar rebroadcast focused on team management. We covered a ton from hiring top talent, identifying red and green flags, and implementing effective training programs to nurturing employee growth, retaining staff with attractive perks, and resolving conflicts. Discover strategies for training employees in various areas like sales, marketing, maintenance, collections, conflict resolution, and customer service, as well as engaging in a lively lightning round to wrap it up.

Guests: Sue Haviland (Owner: Haviland Storage Services) & Terry Campbell (CEO: Copper Storage Management)

Hosts: Melissa Huff (Lightouse Storage Solutions) & Tommy Nguyen (StoragePug)

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Picture a vibrant luncheon near Memphis, TN, where attendees gathered around round tables, engaging in lively discussions about occupancy, marketing, and preferred vendors. The event kicked off on a light note with the question "What's the craziest thing you found in your units?" Listen in as we share the most intriguing and hilarious stories that emerged from this icebreaker.

But it's not just about the tales; this episode underscores the immense value of attending such gatherings and other self-storage shows. Discover how these events serve as educational hubs and unparalleled networking opportunities for industry professionals like you.

Hosts: Melissa Huff and Josh Huff

Produced by Lighthouse Storage Solutions

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What is the best self storage software? What should it do for you? What are the must-have features? Software is essential for the success of your self storage business, from online rentals, to facility maps, to integrations. We've seen a lot of questions online about which company to choose and which options are important. There are a ton of great options out there with more popping up all the time. We share our top features and things to keep in mind as you consider moving to a new platform or look to use it for the first time.

Plus, we share a few recommendations at the end about new tech we're enjoying for work and play.

Learn from our experience using one of these softwares during our move in- Episode 49 We Rented a Storage Unit

Hosts: Melissa Huff and Josh Huff

Produced by Lighthouse Storage Solutions

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Do you know what it takes to maintain your self storage facility? What preventative maintenance should you schedule and when is it time to replace vs repair? Join us for a maintenance-focused episode where self-storage experts Jackie Belau and Nigel Kreft join Tommy Nguyen and Melissa Huff for an insightful discussion. From gates and fences to doors and locks, we explore various options and their pros and cons. Discover maintenance tips for walls, siding, and roofs, along with the importance of signage, presentation, and cleanliness.

Guests: Jackie Belau (Everbrite Coatings) & Nigel Kreft (Storage Structures)

Hosts: Tommy Nguyen & Melissa Huff

Brought to you by the teams at Lighthouse Storage Solutions and StoragePug

For more on this topic check out our past episode- "Storage Maintenance Part 1: The Property"

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It's easy to become complacent in any industry, thinking you've got the answers. Maybe you do know all the answers to your questions, but are you sure you're asking the right questions? That's where a consultant proves their value.

Have you enlisted a consultant to maximize your self storage business? If not, why not? Consultants provide a valuable second set of eyes to evaluate your operation, providing solutions you may not have even considered. We unpack how an experienced consultant can identify problems, save you money, and increase efficiency through their experience applied to your business.

Plus, we have more big news about our business to share at the end along with some shoutouts and our weekly recommendations.

Hosts: Melissa Huff & Josh Huff

Produced by: Lighthouse Storage Solutions

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A picture's worth 1,000 words, but a drone photo is worth 1,000 photos. If you haven't gotten on board the drone train to showcase your self storage facility, you're missing out on a valuable marketing tool. But once you decide to enlist a drone company, how do you pick the right one? Can't you just do it yourself?

Melissa and Josh cover just about everything you need to know to make sure you get the most out of your drone photos and videos, from choosing the right pilot to nailing down a good deal for yourself. Our Top 10 list covers:

Licensing
Portfolio & Equipment
Specific Shots
Weather
Quality Footage
Experience in Storage
Editing
Turnaround
Delivery
Pricing

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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Did you have a fun day off celebrating the 4th of July? Did your customers know you were closed? We dive into some basic best practices for holidays, plus talk through some scenarios brought up on the self storage managers Facebook group.

How do you deal with a potentially problematic tenant who is on property all the time and may be up to no good? Should you just raise their rent? Lock them out?
Should you take reservations? If so, how long should your hold a unit?

We get into all this and more, plus our double recommendation to see "Sound of Freedom" in theaters.

Hosts: Josh Huff and Melissa Huff

Produced by Lighthouse Storage Solutions

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Business success comes down to the daily choices you and your team make. What do you prioritize? What's working? What needs to be better? In this rebroadcast of the Gabfocus webinar Optimizing Your Day-to-Day, we'll take a magnifying glass to small tasks that make up managers' and operators' days and see how you can make them better.

Tommy and Melissa will be joined by Denise Bowley (Self Storage Science) and Kevin Mullis (Bob White Self Storage) as they highlight how they handle improving operations:

How do you prioritize tasks at your business?
How do you tell when a process isn't working?
What are examples of ways you've streamlined your operations?
What operations changes have you made that were mistakes?

Join us as we learn all about streamlining processes and making improvements with your day-to-day tasks, and maybe you'll be able to put some of these tips into action at your own business!

Hosts: Tommy Nguyen & Melissa Huff

Guests: Denise Bowley & Kevin Mullis

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions

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It's Episode 50! We dive into Melissa's article recently published by Inside Self Storage (ISS) about the importance of policies and procedures. These are your living documents in case the "hit by a bus" scenario happens to you. P&Ps have a huge impact on all aspects of your business, from operations to employees to customers. Do you have them in place? We talk all about why you need them, how to get started, and how to keep them updated in the self storage world.

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

Crafting Your Self-Storage Operation's Policies and Procedures: Why, How and When- Article from ISS

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We finally rented a storage unit. It was a first for Josh and the first in more than 15 years for Melissa. We walk through our experience, touching on what went well and highlighting some missed opportunities. From the online search, to the rental process, to the boots on the ground move-in, there's a lot involved in self storage. Are you aware of what your customers are going through? Is it simple or are there some snags? Plus, we reflect on a wild couple weeks for our new businesses and make a few recommendations.

Hosts: Josh Huff (Lighthouse Storage Solutions) and Melissa Huff (Melissa's Management & Consulting)

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We open up the Facebook mailbag today, grabbing some popular questions from various self storage groups. As Melissa says, there are no bad questions, but there are some questionable answers. We hit on three common issues that had a few of those questionable responses:

What do you do about someone who won't setup auto pay?

What are the do's and don'ts for social media posts?

How many times do I put up with a tenant who swoops in last minute to pay before their stuff goes to auction?

We highlight some good responses and add a few of our own to these important topics. Plus, our recommendations at the end.

Do you have a questions you'd like us to address? Let us know and we'll tackle what we can in future episodes.

Hosts: Josh Huff & Melissa Huff (Melissa's Management & Consulting)

Produced by Lighthouse Storage Solutions

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In this special rebroadcast episode, we take you back to a recent webinar where Anthony Krupa from the Self Storage Networking and Acquisitions Group hosted Josh and Melissa as guest speakers. Join us as we delve into their fascinating self storage journeys, tracing their origins, and exploring their current ventures with Lighthouse Storage Solutions and Melissa's Management & Consulting. Discover how they have provided invaluable support and guidance to vendors, owners, and operators in the self storage industry.

As the group posed their questions, Josh and Melissa shared insights on camera recommendations, effective marketing strategies, essential facility management programs, and more.

Hosts: Melissa Huff, Josh Huff, & Anthony Krupa

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This is a rebroadcast of the insightful "Storage Tech Summit" webinar from our monthly Gabfocus. Featuring Chuck Gordon, the CEO of Storable, and Raheem Amer, the President of Mini Mall Storage, this episode offers a wealth of knowledge and expertise in the world of self storage technology. Discover the state of storage tech, the latest trends and innovations, and the impact of automation on the industry. Gain valuable insights into communication systems, software solutions, and enhancing facility security. Chuck and Raheem share their experiences and discuss the future of technology in the storage industry. Plus, they dive into the must have technologies for every self storage facility.

Guests: Chuck Gordon (CEO of Storable) and Raheem Amer (President of Mini Mall Storage)

Hosts: Melissa Huff & Tommy Nguyen

Produced by StoragePug and Lighthouse Storage Solutions

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In this second installment of our maintenance series, Melissa and Josh navigate through the integral aspects of marketing and operations for your self-storage facility. Discover how routine attention to your digital tools like your website and Google utilities can ensure they remain effective marketing instruments. But it's not just about marketing: they'll also shed light on operational maintenance, emphasizing the significance of employee training, staying up-to-date with state laws, and the crucial role of continuous education. All these tasks, when intentionally maintained, contribute to the seamless and successful operation of your self-storage facility. So, gear up and get ready to unlock the door to a well-oiled self-storage operation!

Hosts: Josh Huff and Melissa Huff

Produced by Lighthouse Storage Solutions

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How are you maintaining your self storage facility? This is part one of a series, focussing on the importance of maintenance, but not just mowing and cleaning. Maintenance is important for employees, operations, and marketing too. But, in this episode, we start with the importance of routine maintenance for your self-storage property.

Discover how sticking to a schedule, utilizing a checklist, and staying proactive can help you avoid larger problems down the road and keep your facility in tip-top shape. Join us as we share insights on the best practices for seasonal, quarterly, monthly, weekly, and unit-specific maintenance tasks, and learn how to prevent major expenses through regular care and attention.

Hosts: Josh Huff & Melissa Huff

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Who's ready to play "That's Not Self Storage!" Josh and Melissa dive into various storage options and determine whether they qualify as self storage or not. From a traditional 10x10 storage unit to more unconventional options like valet parking and safety deposit boxes, the duo breaks down each option and explains why it does or does not fall under the self storage category. Throughout the episode, Melissa emphasizes the importance of the "care, custody, and control" aspect of self storage and how it differentiates it from other storage options.

Hosts: Josh Huff & Melissa Huff

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Industry experts Adam Steckler (StorageMart) and Drew Pearson (Pearson Partners) share their thoughts on evaluating, managing, and growing storage facilities. They emphasize the importance of data-driven decision-making, with Adam highlighting the use of scorecards to monitor performance and guide improvements, while Drew discusses the significance of key metrics, such as lead-to-lease conversion rates.

Both experts share their strategies for operations, technology implementation, and team management, emphasizing the value of having the right people and consistent processes in place.

At the end of the podcast, Drew points out that "real estate does not run itself, people run real estate. If you get the people right, everything falls into place."

Listen in to gain valuable insights and actionable tips for your storage business.

Guests: Adam Steckler and Drew Pearson

Hosts: Melissa Huff and Tommy Nguyen

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Are you ready to unlock the secrets of successful self storage auctions? We cover a ton, from the importance of following state lien laws, to balancing business with compassion, to tips about avoiding auctions all together. But don't worry, it's not all serious business - we'll also throw in some auction humor to keep you entertained. And if that's not enough, we'll give you the inside scoop on Josh's exciting new storage venture, Lighthouse Storage Solutions. So sit back, relax, and get ready to learn the do's and don'ts of self storage auctions.

Hosts: Josh Huff and Melissa Huff

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We're excited to announce the launch of Josh's new company- Lighthouse Storage Solutions. He is focussing on marketing for vendors in the self storage industry. As for your regular "all things self storage" chat, we're taking a little pause to let everyone breathe after ISS, but we'll be back next week at the usual time.

Host: Josh Huff

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Ready for a dive into the world of cause marketing? We're going to talk about the importance of telling your company's story and connecting with your customers on a deeper level. We'll define cause marketing and share practical tips on how to implement it in your business. It's essential to understand why cause marketing matters today and how it can impact your company, your employees, and the community you serve. So, tune in and learn how to make a difference while building a strong and loyal customer base.

Hosts: Josh Huff & Melissa Huff

Learn more about StorageGives

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Join Heather McCombs, Stacie Maxwell, Tommy Nguyen, and Josh Huff in this exciting podcast episode as they share their expertise on marketing your self-storage business in slow markets. They reveal the importance of hiring managers with a concierge-like personality and making friends with your competition. We highlight the importance of getting entrenched in the community and sponsoring local events to build a positive image for your business. Plus diagnosing your market, maintaining marketing strategies, physical marketing, and even some old school tactics.

This was a rebroadcast of the monthly Gabfocus webinar for March '23.

Guests: Heather McCombs & Stacie Maxwell

Hosts: Tommy Nguyen & Josh Huff

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Ready for a knowledge drop? We recap the SSA Spring Show in New Orleans and share our top takeaways, including insights from Archie Manning. We discuss the dangers of perfectionism and the importance of focusing on progress, the changing demographics of self-storage renters with the influx of millennials, and the critical role of employee management in placing the right people in the right positions. Plus, as always, recommendations at the end.

Hosts: Josh Huff & Melissa Huff

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Some very special guests joined us before the recent SSA show in New Orleans to swap self storage stories. People storing rocks? Hook-ups? Drug busts? We get into all the facility shenanigans, plus hit on a few state associations and discuss the place of social media in the industry. And don't forget the recommendations at the end.

Guests: Chad Lundberg, Max Vallotton, & Alonna Ross

Hosts: Josh Huff & Melissa Huff

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The phone is still a major source of communication with our self storage customers. Are you asking the right questions? Are you actively listening? From effective selling techniques to striking the right balance of friendliness and professionalism, we cover it all (or at least most of it). Learn how to evaluate phone calls and identify key indicators that can help you close the deal and make a good impression with potential and current tenants.

Hosts: Melissa Huff & Josh Huff

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This week we dive into the world of reputation management, exploring the importance of reviews and customer follow-up. What messages are you sending out? Should you always respond to reviews? What should I look for in a reputation management company? Learn the strategies and tools you need to manage your self storage facility's reputation effectively.

Hosts: Josh Huff & Melissa Huff

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John Chang (Marcus & Millichap) joins us on this rebroadcast of our recent webinar and shares his expert insights on the current state of the self storage industry in relation to the broader economy. We explore the future of the economy and identify key economic indicators to watch for self storage operators. Is it time to buy or sell your facility? Will Public Storage acquire Life Storage? Will we avoid a recession? Tune in to hear John's predictions and gain valuable insights on navigating the economy in the self storage industry.

Hosts: Tommy Nguyen & Melissa Huff

Brought to you by the teams at StoragePug and Affordable Storage Guys Management

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It's the episode you've been waiting for! Tommy, Stephanie, and Julio join us to share some of the wildest stories from their self storage experiences. From snakes to suspicious employees, Disney swag to daring break-ins, we've got it all! Recorded live at the Florida Self Storage Conference in Orlando, tune in to hear the craziest self storage stories from the Sunshine State. You won't want to miss this!

Crazy stories start at 15:40

Hosts: Josh Huff & Melissa Huff

Special Guests: Tommy Nguyen, Julio Otero, and Stephanie Tharpe

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On today's episode, we delve into the top applications we use to manage marketing, operations, customers, and the team for our 30 self storage facilities. From Adobe Creative Suite to Google and Monday.com, discover the benefits of these programs and how they help us streamline processes and improve operations. Plus, we give a shout out to our new at-home bartender.

Hosts: Josh Huff & Melissa Huff

Featured Applications: Adobe Creative Suite, Monday.com, Google (Ads, Analytics, Business Suite, etc.), Birdeye, Envato, and more...

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What stats do you use to measure your success in self storage? Do they look sexy, but lack substance? If a stat only backs up what you want to see, it could mean trouble for your business. Every stat has a story behind it and understanding that story can make all the difference. Today we look at the examples of occupancy rates and website traffic to find what is truly "sexy" about our stats.

Quote of the Day- "The numbers don't lie if you're looking at the right numbers."

Hosts: Melissa Huff & Josh Huff

Brought to you by the teams at Affordable Storage Guys Management & StoragePug

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It's important to count the cost before you start any project. That's the goal behind feasibility studies in self storage. Will I make money? What does my competition look like? Can I afford to run this? What are the red flags and green lights? All of these questions and more are answered with a feasibility study. We get into all the details of what it is, why it's important, and where you can get one if you're thinking of buying or selling self storage. Plus our usual recommendations (spoiler, we recommend getting a feasibility study).

Hosts: Melissa Huff & Josh Huff

Brought to you by Affordable Storage Guys Management and StoragePug

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Special guests Adam & Megan Armstrong join us today to give us the inside scoop on owning and operating self storage. We get into the lessons learned, what has given them success, what has given them heartburn, and things to consider if you are thinking about owning and/or operating your own facility. Plus, some key recommendations at the end of the episode.

Hosts: Josh Huff & Melissa Huff

Guests: Adam Armstrong & Megan Armstrong- A&G Storage Solutions

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A fake manager, a domestic dispute, and an afternoon rendezvous highlight the tales in this first volume of storage stories. So pour yourself a drink (if you're not at work), sit back, relax, and enjoy a few fun and crazy stories we all can relate to if you've been in self storage for a minute or two. Plus a few more recommendations at the end of the episode.

Hosts: Josh Huff & Melissa Huff

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Do you have the street smarts to keep your self storage facility secure? We've all heard about cameras, locks, and gates. But even "secure" facilities can have security problems if people see an opportunity to make trouble. How can you limit those opportunities and go beyond the hardware to increase the safety of your facility? We'll get into all that and more. Plus, stick around for our recommendations at the end of the episode.

Hosts: Josh Huff & Melissa Huff

Brought to you by the teams at StoragePug and Affordable Storage Guys Management

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As the calendar turns, most of us will set all sorts of goals for the new year. But are your goals SMART? Josh & Melissa break down some important categories to make sure your goals are effective in bringing success to your self storage business. Goals need to be Specific, Measurable, Achievable... tune in to hear all about the importance of SMART goal setting for 2023.

Hosts: Josh Huff & Melissa Huff

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What is your "main thing" heading into 2023? If it isn't your customer, it probably should be. It's easy to get distracted from our main thing, whether through pet projects, a focus on revenue, or being stat driven. But at the end of the day, the customer pays the bills and is a fantastic source of free advertising. Happy customers make life easier and business more profitable. Plus, Josh and Melissa share a few non self storage recommendations.

Hosts: Melissa Huff & Josh Huff

Brought to you by the teams at StoragePug and Affordable Storage Guys Management

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Join us for lessons and insights from our favorite self storage people. At the end of each year, we like to invite some of our favorite experts to share their lessons and insights from the year and what they're dreaming up for 2023.

Featured Speakers: Chad Lundberg, Jane Sauls, Nick Newcomb, Stephanie Tharpe, & Sue Haviland

Brought to you by the teams at StoragePug and Affordable Storage Guys Management

Watch the webinar here

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You've done all the work of getting a potential customer on your radar. What do you do now? Having good communication, follow-up, and sales training is crucial for your team. Join us as we talk about the best ways to follow up with your self storage leads and communicate with your customers.

Guests: Carol Mixon-Krendl (SkilCheck) and Hailey Teal (Jenkins Organization)

Brought to you by the teams at StoragePug and Affordable Storage Guys Management

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From operations to marketing to team processes, there are plenty of lessons that large, multi-location storage businesses have to teach us. Whether you're a fellow large operator looking to improve or a small operator looking to level up, we dive into how these big brands are making it happen.

Guests: Guy Middlebrooks (CubeSmart) & Darren Kelley (Right Move Storage)

Brought to you by StoragePug and Affordable Storage Guys Management

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From the costs to customer expectations, running a facility focused on storing boats, RVs, and other vehicles is very different from running a traditional self storage facility full of storage units. There's a lot to know to set yourself up for success. Whether you're new to storage entirely or you're a seasoned storage veteran trying to add vehicle storage to your portfolio, this Gabfocus session features experts and veterans in the field that can give you the perspective you need!

Episode Resources here

Guests: Terry Anderson, Barry Raber, & Greg Ellsworth

Brought to you by the teams at StoragePug and Affordable Storage Guys Management

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We answered your self storage questions LIVE to wrap up the Fall Conference in Tennessee. Topics ranged all over the place- pros and cons of 24/7 access, auction timelines, best office hours, software, gate companies... you name it, we probably talked about it. We even had a few industry experts chime in like Cindy Ashby and Stephanie Tharpe.

Special thanks to the TNSSA for letting us record this session.

Brought to you by the teams at StoragePug and Affordable Storage Guys Management

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Special thanks to the TNSSA for letting us record this session.

Brought to you by the teams at StoragePug and Affordable Storage Guys Management

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Marketing is a crazy world, and there are tons of ideas about what works and what doesn't. This goes double for online marketing. The problem is that not every marketing strategy works for every industry or even every business in a given industry. Plenty of marketers who don't know the industry try to apply strategies that work in other industries but don't quite fit the landscape of self storage. Today we hear from marketing professionals that actually work inside the self storage industry!

Speakers: Grace Totty (Absolute Storage Management) & Tommy Nguyen (StoragePug)

Brought to you by the teams at StoragePug and Affordable Storage Guys Management.

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Do you take advantage of national, state, and local shows for you and your self storage teams? The education and networking opportunities at these events are essential for your success in this industry. Josh and Melissa recap two of the shows they recently attended in Mississippi and Tennessee and discuss some of the highlights, a few things they learned, and why they think you should go, whether it's an SSA event in Vegas or a local luncheon.

Brought to you by Affordable Storage Guys Management and StoragePug.

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Are you interested in constructing a new self storage facility? Have you thought about remodeling an existing facility? Do you know what materials to consider, what a reasonable timeline is, or even what questions to ask? In today's episode we cover just about everything from feasibility studies, to materials, to lease up.

Special Guests: Nigel Kreft (Storage Structures) and Jeremy Rollwitz (The Jenkins Organization)

Brought to you by the teams at StoragePug and Affordable Storage Guys Management

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I'm sure most of us in self storage have insurance, but is it the right kind? Are the right things covered? What are the events that should trigger reevaluating your level of coverage? We aren't insurance agents, but we tackle a few of these key questions every facility owner should ask. If you need a solid agent, contact your local storage association for recommendations for your area.

Brought to you by StoragePug and Affordable Storage Guys Management

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There's a lot of talk about making money in self storage, but what about the best ways to spend it? Do you have a handle on managing your finances? They're the lifeblood of any business. Without proper financial management, you can easily find yourself digging your business into a hole. See what our expert panelists have to say about keeping track of and even improving your self storage business's finances as we learn about accounting, revenue management, preparing for a recession, and a little bit about taxes.

Guests: Magen Smith (Atomic Storage Group) & Alex Erbs (Erbs Management Group)

Brought to you by StoragePug and Affordable Storage Guys Management

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Finding balance between work and everything else can be a struggle, especially if you own and operate a self storage facility. Customer interactions, maintenance issues, and operational tasks don't always fit neatly into a 9-5, 40 hour a week job. How do you find balance? How much work is too much or not enough? Our hosts offer some tips about making the most of your time and focusing on what really matters to you.

Brought to you by the teams at StoragePug and Affordable Storage Guys Management.

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Keeping your facility and your customers' belongings safe is one of your highest priorities. But, there are a lot of security features to choose from. Let's explore the range of security options, what matters most to customers, and what the future of self storage security looks like.

Featured Speakers: Kristi Adams (Open Tech), Kevin Alvarado (Storable), & Hayden Buettner (Janus International).

Brought to you by StoragePug and Affordable Storage Guys Management

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Self Storage has been booming lately, but is that season coming to an end? What concerns are facing our tenants? What are the concerns owners should have? Jane Sauls, a facility owner and self storage broker from Sauls Storage Group, joins us to talk about the market and what we should be looking out for as facility values settle down and as the country faces economic uncertainty.

Brought to you by StoragePug and Affordable Storage Guys Management.

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Self storage has given a lot to us. It's helped pay the bills and provided income for thousands across the nation. Today, Lonnie Bickford (Appletree Storage, StorageAuctions.com) joins us to talk about giving back. His organization Storage Gives provides a unique way to contribute to vetted charitable organizations from the proceeds of our storage auctions. For more info, visit StorageGives.org

Brought to you by the teams at Affordable Storage Guys Management and StoragePug

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If you're a self storage owner or manager, you probably get a few calls a week asking if your facility is for sale. What do you need to know to make the most of a sale? What should you look for when buying a new facility? Our experts join Tommy to discuss the market, buying, selling, and growing your facility.

Guests: Jane Sauls (Sauls Storage Group), Kris Bennett (PassiveInvesting.com), and Matthew VanHorn (Black Swan Storage Group)

Brought to you by Affordable Storage Guys Management and StoragePug

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The self storage world is always changing. One of the best ways to stay informed is to attend national and state shows. In this episode, we catch up with Chad Lundberg (The Storage Group) at the SSA Spring show. Chad is a part of the Self Storage Association of Michigan (SSAM) and loves shows like this for a ton of reasons. Melissa and Tommy also give their takes on the importance of continuing education.

Brought to you by- Affordable Storage Guys Management & StoragePug

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These days software is almost as essential as a building in self storage. But which program is the best? From Sitelink to Easy Storage Solutions to Web Self Storage (and just about everything in between), we cover the good, the bad, what brings a headache, and what we can't live without, all from an operator's/manager's perspective.

Special Guests- Brian Ward, Erika Weidman, & Steven Jeffers

Brought to you by- Affordable Storage Guys Management & StoragePug

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We caught up with special guest Tim Dietz (CEO of the Self Storage Association) at the SSA Spring Show in Orlando. Tim shared his take on the conference and the future of self storage. Is the outlook bright? Any big ticket legal items? How many attended the conference? You'll have to listen to find out.

Brought to you by the teams at StoragePug and Affordable Storage Guys Management.

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Automation doesn't always mean unmanned. From leasing to access control to communication, there are self storage facilities implementing technology and automation across their business in all sorts of different ways. Find out how operators are navigating a modern world, when they're adding automation, and when they're not.

Guests: AJ Osborne, Mason Levy, & Josh Parker

Brought to you by StoragePug and Affordable Storage Guys Management

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Self storage properties are being bought and sold in record numbers these days. Do you know what your facility is worth? Do you know how to increase its value? Special guest Andrew Beeckman (Marcus & Millichap) joins us after a delightful Valentine's day dinner for a fun chat about what drives self storage value. We hit on some important practices to put in place and a few things we think may increase value, but really don't have as big an impact as we may hope.

Brought to you by Affordable Storage Guys Management and StoragePug

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Are you offering No Contract Rentals? What about online payments? Automation shouldn't be seen as a threat to managers, but an asset to help do the myriad of jobs in self storage faster and easier. Come see what tools and integrations are out there to boost your efficiency and revenue while maintaining the safety of your team and customers.

Featured Speakers: Stephanie Tharpe, Jim Ferguson, Jane Sauls, Phil Murphy, Scott Worden, & Bob Copper

Brought to you by Affordable Storage Guys Management and StoragePug

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2021 has come to a close. We took a chance to catch up with some familiar faces, wrap up the year with some final thoughts and to talk about what waits ahead for self storage in 2022! From value pricing to lessons learned, our panel covers it all, including several hilarious and crazy stories from the past year.

Featured Speakers: Alonna Ross, Jim Mooney, Stephanie Winfree, Chad Lundberg, & Grace Totty

Brought to you by Affordable Storage Guys Management & StoragePug

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This webinar originally aired in April, 2020, but is still packed with great info for us today where we'll learn what you can do to empower your manager to maximize their potential. How do you communicate with your teams? How do you handle bonuses? What are the most important tools used to help managers? These are just a few of the self storage questions tackled by our panel.

Panelists: Stephanie Tharpe, Sue Haviland, Cindy Ashby, Jim Ross, Denise Bowley, Ben Hendricks, Jason Lee, & Jim Mooney

Brought to you by StoragePug and Affordable Storage Guys Management.

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Welcome to the show! Self Storage has never been this fun and informative! Listen in as we gab about the industry and focus in on particular areas. Want to learn more about auctions, operations, management, marketing, best practices, customer service, and more? Interested in what the best in the industry have to say? Melissa Huff and Tommy Nguyen bring in nationally recognized speakers, leaders of companies, and top experts to help you maximize your self storage business, optimize your management team, and prepare for what's ahead.

New episodes on the 2nd and 4th Thursday of the month! These come from the monthly Gabfocus webinar sessions, both new and old, and are brought to you by the teams at StoragePug and Affordable Storage Guys Management.

Affordable Storage Guys Management

StoragePug

Gabfocus Self Storage Podcast: Recent Episodes

Melissa Huff & Tommy Nguyen