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

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!

Register today - Management Mastery Workshop at the Inside Self-Storage World Expo

Hosts: Josh Huff & Melissa Huff

Produced by Lighthouse Storage Solutions

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

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

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

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

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

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