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Inside Self-Storage World Expo

Education Tracks

The Inside Self-Storage World Expo Education program offers the up-to-date, critical business information you need to excel in today's self-storage industry. The Education Tracks are organized based on relevant categories regarding each of these markets: Development & Construction, International, Investor & Finance, Limiting Liability, Management, Marketing, Game-Show Learning Track, Ownership and How-To. Click on the track name below to discover the sessions being offered each day of ISS World Expo.

Development & Construction
Location: Champagne 1

9-9:50 a.m.

Self-Storage Development 101: Building a Profitable Property
Walk through the complete self-storage development process in this session that draws on real-life examples and a series of insightful "what if" scenarios. You'll learn how to use assumptions to make decisions regarding project size, land costs, facility design and construction. Our presenter will discuss single-story development, multi-story buildings and "big box" conversions. Attendees will walk away with a firm grasp of what they need to develop a profitable self-storage property.

You will learn:

  • How to evaluate potential sites, choose one that meets your long-term objectives, and determine an effective land cost
  • The process to determine if your chosen property can be developed economically
  • How to design and engineer your site for value and profit
  • How to determine facility size, unit mix and competition
  • How to avoid change orders, control quality and anticipate the length of construction

Speaker:

James Bratton, President, MST Constructors/Akamai Real Estate Investments

10-10:50 a.m.

How to Choose a Self-Storage Site and Ensure It's Buildable
Where to build is one of the most crucial decisions you can make when developing a new self-storage facility. Zoning, demand, traffic, topography and population demographics all come into play when selecting a site. Our presenter will discuss the effect of these factors and how technology has shifted their importance. Pitfalls in negotiating with land owners will also be covered.

You will learn:

  • The traditional characteristics of a good site
  • How technology is changing what qualifies as a good site
  • Examples of sites built to maximize revenue when land is expensive and scarce
  • The hurdles developers commonly encounter, how they impact the site, and ways to overcome them
  • Tips for negotiating with land sellers

Speaker:

Jamie Lindau, National Sales Manager, Trachte Building Systems

11-11:50 a.m.

Creative Design Techniques for Self-Storage
The evolution of self-storage design has been significant in a relatively short time span. The new generation of facilities has been designed for better customer service and to present a more, functional, architecturally refined and friendly image to the community. User-friendly designs will help accelerate the lease-up period and meet customer needs. In this session, you'll learn how design drives facility success and insight to building a project that is attractive and efficient.

You will learn:

  • Insight to exterior architecture and design that breeds facility success
  • Tips for management-office design
  • User-friendly multi-story design techniques
  • Important issues of landscape design
  • The connection between facility design and community relations

Speaker:

Bruce Jordan, President, Jordan Architects Inc.

1-1:50 p.m.

Refurbishing Your Self-Storage Facility
Is your self-storage facility showing its age? Learn how to add value to your existing property and ways to increase curb appeal and attract new customers. This session will focus on the refurbishing process, drawing on a case study of a 40-year-old facility and examples from other projects to demonstrate the whys, hows and benefits of renovation. Our speaker will walk you through the steps taken during this project, from evaluation and planning to product selections to scheduling and more. Learn what to expect during a refurbishment and how to make it pay off.

You will learn:

  • How to conduct a thorough review of your property to identify deficiencies
  • How to plan and prioritize improvements
  • How to create a refurbishing budget and prepare for contingencies
  • How to choose the right contractors and products for the job
  • How to barter deals and create a great relationship with your builder

Speaker:

Rick Dodge, Vice President, Paramount Metal Systems

2-2:50 p.m.

Self-Storage to Workspace: Creating a Mixed-Use Facility for Higher Revenue
Discover how Bridge Storage in Richmond, Calif., converted part of its facility into art and music studios, creating a vibrant artist community in the midst of a blighted neighborhood and generating more income for the business. In this session, you'll see behind the scenes of the conversion process and hear what went right and wrong in the process. You'll learn what drove this project and why a similar project might be right for your self-storage facility. Our presenters will talk about the costs involved, the revenue outcomes, the legality of mixed-use occupancy and other issues.

You will learn:

  • How to talk to your bank about mixed-use conversion
  • The legal issues involved including zoning, change of use, code compliance and permitting
  • The design, permitting and construction costs
  • Cost-efficient construction strategies for creating legally compliant work space
  • How to market and build community around a mixed-use project

Speakers:

Daryl Henline, General Manager, Bridge Storage and ArtSpace
Jeff Wright, Owner, Bridge Storage and ArtSpace

3-3:50 p.m.

Developing and Making Money With a Solar Storage Facility
What's one of the best ways to generate additional revenue from your existing self-storage or boat/RV-storage facility while also supporting the environment and creating a positive public image? Solar energy! Oakley Executive RV & Boat Storage in the San Francisco Bay Area provides the proof of concept for a facility that produces solar power and business income. You'll learn the specifics of the project and how you might apply them to your own property. You'll see a video detailing the project timeline, financing, construction planning and more, including examples of a market study, shaded-parking analysis, solar-income analysis, and tax and development opportunities.

You will learn:

  • How to reduce your tax liability with solar
  • How to develop a secondary revenue source and increase net operating income
  • How to improve the value of your real estate with a capital improvement that can be depreciated over five years
  • How to receive a tax credit equal to 30 percent of the constructions costs associated with solar
  • Pitfalls to avoid and other key factors in the development of a solar project

Speakers:

Bob Hayworth, President, Baja Construction Inc.,
Robin Heuer, Partner and Chief Operating Officer, Elevated Solar

International
Location: Loire

9-9:50 a.m.

Self-Storage Latin America, Part 1: What's Happening in the Market and How to Increase Profit
[SESSION IN SPANISH]

Curious to know what's happening in the Latin American self-storage market and how to increase profit if you're an operator in this region? This session is for you! You'll learn about operational and development trends, and future challenges that may arise. You'll also get ideas for making a positive difference in the management of a self-storage facility and improving performance.

You will learn:

  • The status of the Latin America self-storage market
  • General market trends
  • Future challenges operators may face
  • Strategies to improve profit
  • Ideas to improve operational performance

Speaker:

Lucia Darnell, Director of Spanish Department, PhoneSmart (USA)

10-10:50 a.m.

Self-Storage Latin America, Part II: Conducting a Market Feasibility Study
[SESSION IN SPANISH]

The first step in developing a self-storage business in Latin America is to gain a solid understanding of your target market. You will learn the questions a market study should answer, the difference between a market and feasibility study, where to find good data, how to analyze your competition, build-out strategies and more.

You will learn:

  • How to identify your target market
  • How do determine your facility unit
  • How to determine your rental rates
  • How to find a site within a feasible market
  • Whether phasing is an appropriate build-out strategy

Speaker:

Nancy Torres, Director of Business Development for Latin America, Janus International

11-11:50 a.m.

Self-Storage in Latin America, Part III: Managing and Operating a Facility
[SESSION IN SPANISH]

There's low market penetration of self-storage in the Latin American market and great potential for industry growth. But local regulations have made building and operating a successful facility a challenge. This session will address ways for self-storage operators to find success in Latin America, including how to adapt to the local culture and provide a customer-friendly facility, ways to increase productivity through automation and tools, tips for maintaining a facility, and more.

You will learn:

  • An adaptability model for self-storage in the local culture
  • How to make your facility feel like "home" and provide excellent service
  • Benefits of automation and online communication
  • How to create an effective maintenance program
  • The function of tools and software to assist with operations and marketing

Speaker:

Arie Rezepka, CEO, Aki KB Minibodegas

1-1:50 p.m.

Developing and Opening a Self-Storage Facility In an Emerging Market: Challenges and Opportunities
Self-storage is quickly spreading throughout the world and emerging in countries such as Brazil and China. These markets have seen tremendous growth over the past decade, and consumers are hungry for the storage product. But along with opportunities for self-storage developers and operators come challenges. In this session, our speaker will discuss some of the obstacles he's experienced in foreign markets as well as solutions for those interested in exploring the business in new regions.

You will learn:

  • An overview of self-storage opportunities in emerging markets
  • The importance of understanding local culture and consumers as you develop your marketing plan
  • The most effective strategies to collect on profit and dividends generated by foreign operations
  • How to find good local professionals to assist you, including tax attorneys, accountants, etc.
  • How to apply technology to overseas facilities, including some that will allow you to monitor from afar

Speaker:

John Scheibe, Founder and General Manager, Go Self Storage Brazil

2-3:50 p.m.

International Self-Storage: Panel Discussion
[DOUBLE SESSION]

Get a global perspective of self-storage from the developer/investor side of the equation. This panel brings together facility operators, developers and investors from around the world to discuss issues of site selection, financing, real estate and more. Our panelists will talk about their challenges and strategies in building self-storage in their respective regions, observing parallels and differences between markets. Bring your questions and get ideas for a new development or investment.

Moderator:

RK Kliebenstein, Vice President of Acquisitions, Metro Self Storage

Panelists:

Dallas Dogger, Managing Director, Centreforce IT Pty. Ltd. (Australia)
Wadih Haddad, Founder and CEO, The Box (United Arab Emirates)
Graham Lomax, European Director of Sales, Janus International UK Ltd. (Europe)
Robert Madsen, President, U-Lock Mini Storage (Canada)
Frederico Rolz, CEO, Mr. Bodeguitas (Guatemala/El Salvador)
Nancy Torres, Director of Business Development Latin America, Janus International (Latin America)

Investment & Finance
Location: Concorde B

9-9:50 a.m.

Assembling Self-Storage Loan Package to Obtain Attractive Financing
Self-storage owners in need of financing are in a position to take advantage of an extremely healthy industry with an excellent reputation among lenders. Very attractive options are available. Understand how to prepare a loan-request package that will be positively received by lenders. This session will provide an overview and perspective on the best way to approach lenders for a new loan and how to structure the request to meet your investment goals.

You will learn:

  • How to size up the most important factors in obtaining a new loan
  • How to choose a lender and know which is most suitable for your objective
  • How to prepare a loan request, including the major elements of the package and how to best present them
  • How to present financial information for acquisitions, refinancing and construction
  • Tips on working with a lender

Speaker:

Neal Gussis, Principal, CCM Commercial Mortgage

10-10:50 a.m.

The Capital Markets and Current Loan Products for Self-Storage Owners/Investors
Learn everything you need to know about the state of the debt market and the current loan products available to self-storage owners and investors. During this informative discussion, lenders and mortgage professionals will provide a comprehensive overview of the debt products available for self-storage including CMBS, insurance company, bank, credit union and Small Business Administration loans. They will also cover a state-of-the-market update on the loan structures available, addressing interest rates, terms, amortization, costs and other important features such as prepayment, earn-outs, hold backs, interest-only periods and more.

You will learn:

  • An overview of debt products available for self-storage
  • The loan structures available
  • Important loan features
  • What to expect when applying for a CMBS debt execution
  • Case-study examples

Moderator:

Shawn Hill, Principal, The BSC Group

Panelist:

Devin Huber, Principal, The BSC Group
Pete O'Hern, National Sales Manager, Titan Bank
Chris Pilat, CMBS and Commercial Real Estate Finance, Citi

11-11:50 a.m.

5 Trends to Help You Maximize Self-Storage Profit and Facility Value
In this seminar, you'll learn about the market conditions that have impacted your facility's past performance and discover five trends that are currently affecting its performance and investment value. Our presenters will address trends in self-storage supply, demand, operating performance, investment markets and valuation. You'll get insight to what may be coming in regard to new construction, industry demand, capitalization rates, sale prices and much more. Get the information you need to be successful in your market in the months ahead!

You will learn:

  • What you can expect to see in the way of new construction
  • How the economy impacts storage demand and what to expect in the year ahead
  • How to track the performance of your facility and compare it to others in similar markets
  • What today's cap rates really are
  • Who is buying and where, and how much they're paying

Speakers:

Christopher Sonne, Executive Managing Director, Self Storage Industry Group of Cushman & Wakefield
Ray Wilson, Founder, Self Storage Data Services Inc.

1-1:50 p.m.

Planning Your Self-Storage Exit Strategy
Planning your self-storage exit strategy involves more than getting a good price for your facility. How you prepare will affect your sale price, lifestyle, family and retirement. In this session, our presenters will share information about how to market your self-storage facility for sale, obstacles that can kill the deal, tax considerations, succession strategies, reinvestment options and more. The information shared will apply to all self-storage owners but will be most beneficial for owners of one to 10 facilities.

You will learn:

  • How to market your facility for sale and obstacles that can kill the deal
  • Tax considerations
  • Strategies for passing your facility on to heirs
  • Reinvestment options
  • The scoop on buy/sell agreements

Speakers:

John Barry, President, The JEB Group
John Gilliland, CEO and Founder, Investment Real Estate LLC

2-2:50 p.m.

Buying an Existing Self-Storage Facility: What to Look for and How to Get the Best Deal
This presentation will teach new investors and potential owners how to find self-storage properties available for purchase and identify those that have upside potential for improved investment returns. Our presenter will provide tips on how to win deals that are pursued by multiple buyers as well as how to avoid many common pitfalls during the purchase process.

You will learn:

  • How to find self-storage facilities for sale
  • What makes a self-storage facility a "good deal"
  • How you can beat out your competition without paying more
  • Common pitfalls for new buyers
  • How to develop a plan to build a portfolio

Speaker:

Michael Mele, First Vice President of Investments, Marcus & Millichap Real Estate Investment Services

3-3:50 p.m.

The Underwriting Techniques Used to Value Self-Storage Facilities Today
How is the value of a self-storage facility determined in today's market? What's the value of the facility you already own or the one you may be looking to purchase? Find out in this session, where our panelists will share specific insight from each of their respective regions. You'll learn about each of their markets and the common issues facing all self-storage owners when it comes time to value their facility for financing or disposition. The discussion will cover key issues including cap rates, facility ratings, trade areas, value-add deals and more.

You will learn:

  • The common valuation issues that face all self-storage owners
  • What a cap rate is
  • How a "class-A" facility is defined
  • What a value-add deal is
  • How to recognize an under performing asset

Moderators:

Nick Malagisi, National Director, Sperry Van Ness Commercial Realty
Ben Vestal, President, Argus Self Storage Sales Network

Panelist:

Neal Gussis, Principal, CCM Commercial Mortgage
Steven Johnson, Director, Integra Realty Resources
Dean Keller, President, Bancap Self Storage Group Inc.

Management
Location: Champagne 3 & 4

9-9:50 a.m.

Effective Expense Management: Minimizing Costs and Maximizing Facility Revenue
There are certain fixed expenses a self-storage operation cannot avoid, but there are also many areas where it can be more efficient and minimize costs. Taking a closer look at your expenses and strategizing your budget can help you realize impactful benefits to your bottom line. Our speaker will discuss the most common high-ticket items, industry averages, and where your facility fits in. You'll get real numbers from an industry real estate investment trust and see how your facility compares. From payroll to marketing and everything between, you'll learn best practices to ensure you're spending the right amounts in the right places at the right times.

You will learn:

  • Average payroll costs and how to minimize them
  • The benefits of using solar panels and third-party energy-consumption monitoring
  • Using time-motion studies to determine how employees spend the most time
  • Using paperless initiatives to save money and create efficiency
  • How to take advantage of economies-of-scale benefits

Speaker:

Collin Duncan, Senior Director of Operations Support, Extra Space Storage Inc.

10-10:50 a.m.

Tried and Tested Techniques for Maximizing Self-Storage Collections
One of the key performance indicators of a self-storage operation is a collections program that works. In this session, you'll learn proven strategies for maximizing revenue by effectively managing your collections efforts. You'll discover the best approach to getting the past-due customer to pay rent in a timely manner and how goal-setting can create the discipline necessary to minimize past-due accounts.

You will learn:

  • How rent collection serves as an indicator of facility performance
  • Tested, tried and proven techniques for maximizing collections
  • How to condition customers to pay in a timely manner
  • The best systems for collecting past-due accounts
  • How goal-setting and incentives can significantly improve past-due recovery

Speaker:

Brad North, President, Advantage Consulting & Management

11-11:50 a.m.

Self-Storage Selling Techniques: A Hands-On Practicum
Sales is an essential skill for any self-storage manager, and the approach is different depending on whether you're dealing with a customer on the phone or in person. This interactive session addresses the differences between the two types of transactions and provides inside tips and pointers for successfully closing the deal. You'll get demonstrations for how to guide the conversation with the customer and use the most effective closing techniques. Bring your questions and be ready to try new tactics! Attendees can submit questions and comments in advance of the session on Twitter using hash tag #ISSSalesTalk.

You will learn:

  • How to you make your voice work to your advantage on the phone
  • How to use body language to your advantage in person
  • Guiding the conversation on the phone
  • Guiding the demo in person
  • The best closes ever invented for self-storage

Speaker:

Tron Jordheim, CEO, PhoneSmart

1-1:50 p.m.

Handling Tricky Customer-Service Issues in Self-Storage
Great customer service drives loyalty and retention in self-storage and is one of the easiest ways to differentiate yourself from competitors. The person who interacts with tenants and prospects on the phone, in person and online must be trained in service techniques as part of day-to-day business operation. But what does that person do when service gets a little complicated? For example, how do you handle an upset, angry or unstable customer? What happens when a customer has unique requests or needs? Our presenter will address some of the more difficult service situations facility operators today and how to handle them with aplomb.

You will learn:

  • What customer service really means
  • Procedures you should have in place to handle customer-service issues
  • When mangers should deal with a customer or send an issue up the chain of command
  • How to initiate contact with a tenant
  • How to "close" the interaction when the service issue has been resolved

Speaker:

Stephan Ross, President, Cutting Edge Self Storage Management & Consulting

2-2:50 p.m.

Mastering Your Self-Storage Pricing Strategies
All self-storage operators struggle with issues of rent variances, pricing and concessions. Tailored for both new and experienced facility operators, this session focuses on how to maximize the profitability of your property through smart revenue-management strategies. You'll learn how economic occupancy is the litmus test for the facility's operational health as well as about management reports that can assist you in making the best decisions. You'll discover how and when to raise rates, factors in setting rents, and more.

You will learn:

  • How and when to raise rental rates to an optimal price
  • How your market will determine the prime rental rates
  • Management reports that are critical in raising current customer rates
  • Factors in judging your true competitive market area
  • How management software can help you maximize your store's income

Speaker:

Carol Mixon Krendl, President, SkilCheck Services Inc.

3-3:50 p.m.

Self-Storage Facility Maintenance From A to Z
Changes in the self-storage industry have impacted the way a facility operator should address the repair and maintenance of his facility. In this seminar, you'll learn about those changes and how they affect your specific routine. Our speakers will talk about the role of technology on a facility's maintenance budget and needs, how to address maintenance proactively, tips for hiring a maintenance professional, and more.

You will learn:

  • Recent changes in self-storage maintenance needs
  • How technology influences your maintenance budget
  • Proactive vs. reactive maintenance
  • What to look for in a third-party maintenance company
  • Pros and cons of hiring your own maintenance tech

Speakers:

Robert Madsen, President, U-Lock Mini Storage Group

Marketing
Location: Champagne 1

8:30-9:30 a.m

Community Marketing for Self-Storage
Grassroots marketing is about establishing relationships with area businesses and residential communities to promote your self-storage facility. Grassroots momentum is getting consumers and influencers to promote your brand and become your most vocal supporters. This gives you a credible, voluntary sales force that carries your message forward with more velocity than a single marketing source. In this session, we'll cover how to establish and maintain these relationships.

You will learn:

  • How to embrace grassroots strategies
  • How to motivate staff and co-workers to engage in community marketing
  • How to establish relationships in the real estate and relocation industry
  • Best practices for community marketing
  • How to perfect your "sales" pitch

Speakers:

Shari Sutton, Owner, Sutton Watkins Advertising & Marketing
Heather Saldaña, Marketing Executive, Sutton Watkins Advertising & Marketing

9:45-10:45 a.m.

Online-Marketing Metrics: How to Track, Interpret and Use Your Results
A self-storage owner can be drowning in marketing metrics but not know which are the most important. This session will focus on how to track marketing efforts down to a cost per rental by media source so facility operators can focus on tactics that provide the largest gains. It will help prevent you from inadequately tracking your efforts or focusing on numbers that won't move the needle for your business. You'll walk away knowing how to identify the metrics that matter most.

You will learn:

  • How to effectively track all of your marketing campaigns
  • How to identify which marketing metrics are and are not important
  • How to track cost per rental by media source
  • The questions to ask your marketing agency about your reporting
  • How to use reporting to make strategic marketing decisions

Speaker:

Jason Barrett, President and Chief Operating Officer, Go Local Interactive

11 a.m.-Noon

SEO and SEM Don'ts for Self-Storage Operators
The Internet is playing a big role in driving self-storage rentals today. There are a lot of well-meaning companies that try to help facility owners succeed in that area, but some may be causing you to suffer long-term losses in your "Internet equity." Before engaging in online marketing, you must first count the cost. In this session, you'll learn important don'ts around search engine marketing and optimization, how to keep track of your online marketing, and how to maintain the integrity of your company's website.

You will learn:

  • The value of "Internet equity"
  • What it may really be costing you to work with online-marketing companies
  • How to maintain the integrity of your company website
  • How to track your online marketing
  • The importance of having good content on your website

Speaker:

Christopher Baird, CEO, Automatit Inc.

Ownership
Location: Champagne 2

9-9:50 a.m.

The 5 Costliest Mistakes Being Made By Self-Storage Owners
Self-storage owners tend to make five simple mistakes in their day-to-day operation that limit their facility's ability to dominate its market and create revenue. In this session, you'll learn how to identify these errors, correct them, and add thousands of dollars to your bottom line. Your ability to implement the suggested changes will differentiate your business from your competition and help you create long-lasting and profitable habits. Our presenters will address manager training, marketing techniques, the facility website, customer conversion and revenue management.

You will learn:

  • Traits to look for in self-storage managers and some of the best ways to train them
  • How to use your website and the Internet to their full potential
  • Marketing techniques to which customers actually respond
  • How to convert leads in to customers
  • How to create extra revenue from existing customers

Speakers:

Jim Ross, Co-Founder, 3 Mile Domination
Matthew Van Horn, Co-Founder, 3 Mile Domination

10-10:50 a.m.

Self-Storage Manager Motivation and Retention
If you own a self-storage facility, your No. 1 asset is your manager. In today's competitive market, you expect a great deal from your staff, but are you sufficiently motivating and rewarding your managers? How long has it been since you last evaluated their performance? How do you determine if you need to replace an employee? In this session, our presenter will help you recognize the value of a great manager and identity ways to keep your best staff from moving on to "greener pastures." .

You will learn:

  • Where to find good self-storage managers
  • How to know if you have a bad manager
  • How to create a bonus structure
  • The best ways to implement pay raises
  • How training can improve retention

Speaker:

Stephanie Tharpe, District Sales Manager, A Plus Storage of Tennessee LLC

11-11:50 a.m.

Operations Manual ... What Operations Manual? Developing Self-Storage Policies and Procedures
An operations manual is critical to the success of your self-storage operation, and it doesn't have to be difficult to create one. In this session, you'll learn how to create a manual of policies and procedures for your facility and use it to improve the business. Our presenter will share a manual outline and insight for how to best use and maintain your new guide. You'll also walk away with tips for successfully implementing your policies and procedures with staff.

You will learn:

  • What an operations manual is and why every self-storage facility needs one
  • How to create a manual for your specific operation
  • How to make the best use of your manual
  • How to maintain and update your manual
  • How to get employees to embrace and follow policies and procedures

Speaker:

Alyssa Quill, Co-Owner, Storage Asset Management

1-1:50 p.m.

Self-Storage Facility Auditing: Does Your System Meet Up-to-Date Standards?
Auditing your self-storage operation is essential to maintaining a successful, well-rounded site. The standards by which you run the business should be reviewed internally and externally. Do you have the right person performing your operational audits? Is your practice outdated? Would you catch employee theft with your current process? In this session, you'll learn how conduct your own facility audit and what the experts look for during the procedure.

You will learn:

  • The importance of the facility audit
  • When, why and how to audit your self-storage operation
  • The standards by which to measure site performance
  • How to ensure your auditor has the adequate training and proficiency to do the job
  • What the experts look for when they audit

Speaker:

Susan Haviland, Owner and Lead Consultant, Haviland Storage Services

2-2:50 p.m.

Training Your Self-Storage Staff to Create High-Performance Personnel
You've created a great self-storage facility and put its future into the hands of a person who did not build it and does not own it—the manager. You're taking a tremendous risk unless you also take steps to ensure positive results. In this session, our presenter will teach you how to frame and build a staff-training program, including key points to consider. Whether you have one store or 100, you'll discover systems and techniques that will turn your newbies into contributing business partners and refresh your veteran staff.

You will learn:

  • How to structure your training to ensure success
  • Office vs. field training and how to test trainees during the process
  • Follow-up sessions to ensure nothing was missed
  • Continued education for new starts and veterans
  • How to create a competitive, supportive and educational culture for lasting results

Speaker:

Frank Certo, Director of Property Management, Guardian Storage

3-3:50 p.m.

12 Key Management Reports for Self-Storage and Their Secrets Revealed
As a self-storage owner, you have a ton of information at your fingertips to help you understand the health of your business. Where? In your management-software reports! The trick is knowing which reports are important and how to read them properly. In this session, "The Hat Lady" identifies 12 key reports and what you need to glean from each. She'll address the management-summary report and much more that will help you identify the critical needs of your property with great accuracy. Don't miss the critical benchmarks you need to maximize income!

You will learn:

  • Which reports to examine each day, week and month
  • How to easily compare facility performance over time
  • Key indications that something fishy may be going on a facility
  • Where to find the money that's missing from your operation
  • Who your customers really are and what has gotten them through the door

Speaker:

M. Anne Ballard, President of Marketing, Training and Developmental Services, Universal Storage Group

Game-Show Learning
Location: Champagne 3 & 4

8:30-9:30 a.m.

Self-Storage Family Feud: Play Your Way to Marketing Excellence
It's never been more fun to learn the simplest modern techniques for filling empty units at your self-storage facility! In this educational game-show experience modeled on the popular TV show "Family Feud," you'll learn tips and strategies to take your facility marketing to the top. Everyone in the audience will walk away with tried and tested marketing ideas they can immediately employ as part of their own operation. Our winners will also win special prizes!

You will learn:

  • What features customers care about most
  • How to promote what makes your facility unique, setting you apart from competition 
  • How to get more customer love online and other strategies to increase your move-in rate 
  • How to earn more per square foot without driving out current tenants
  • Why a multi-channel online strategy is essential, and how it can be easier than you think

Host:

Emma Nostrand, Client Relations Specialist, SpareFoot
Barry Finder, Client Relations Manager, SpareFoot

9:45-10:45 a.m.

Self-Storage Celebrity Squares: Facility Operation
Will YOU be the big winner of Self-Storage Celebrity Squares? Join our host and "square master" for a lively and educational game in which two randomly selected contestants from each side of the audience (Xs and Os) will play a fierce game of Tic Tac Toe! Our storage celebrities (well-known industry experts) will be asked questions about key operational issues, and the contestants—with help from their fellow audience members—will have to judge the veracity of their answers! If they choose correctly, they could win the game and even take home a prize. This is a fun way to test your knowledge of day-to-day self-storage operation. Come give it a whirl!

You will learn:

  • Top reasons a customer will choose to store at any given facility
  • The three kinds of occupancy you should be measuring and why
  • The first three things you should look for when you arrive on site each day
  • The steps to take when you find an unlocked or abandoned unit
  • The most effective way to collect past-due rent from tenants
  • Effective merchandise-sales techniques to boost your bottom line
  • Much, much more!

Host:

Stacie Maxwell, Vice President of Marketing, Universal Storage Group

Celebrity Panelists:

Christopher Baird, CEO, Automatit Inc.
M. Anne Ballard, President of Training Marketing and Developmental Services, Universal Storage Group
Robert Chiti, President and CEO, OpenTech Alliance Inc.
David Dixon, Chief Operating Officer, Universal Storage Group
Dan Dotson, Auctioneer, American Auctioneers
Laura Dotson, Auctioneer, American Auctioneers
Jim Ferguson, Account Manager, SMD Software Inc. (SiteLink)
Stacey Gorman, Director, National Self Storage Group, Marcus & Millichap
Gina Six Kudo, Manager, Cochrane Road Self Storage

11 a.m.-Noon

1 vs. The Audience: The Self-Storage Feasibility and Due Diligence Game
Join us for this entertaining industry spin on the popular U.S. game show "1 vs. 100," in which a single player goes up against "the mob." Our version is focused on the issues associated with conducting feasibility studies for new self-storage projects and acquisition due diligence for existing facilities. Everyone will have a chance to participate and win prizes in this engaging and educational session. In addition to hosting the game, our presenter will share case-study information for those interested in building or buying a self-storage facility.

You will learn:

  • Typical construction costs
  • Common due-diligence issues
  • Examples of competition examinations
  • Common site demographics
  • Internet resources that will assist you in conducting your own feasibility or due-diligence reports

Host:

Jim Chiswell, President, Chiswell & Associates LLC

How-To

 

Details to come.

Limiting Liability
Location: Concorde C

8:30-9:30 a.m.

Self-Storage Contents Coverage: Understanding the Difference Between Tenant Insurance and Protection Plans
Self-storage operators know it's important to offer tenants information and solutions for covering their stored goods in the event of a fire, theft or other loss. They also know that contents coverage reduces their risk in the event of a claim and can even be a revenue generator. What they don't seem to understand are all the differences between the two types of programs available: tenant insurance and tenant protection (warranty) plans. You should grasp the pros and cons of each and what you can legally offer in your state. In this session, our panel of experts will help you comprehend the programs available and how they can work for your business.

You will learn:

  • The difference between an insurance plan and a protection plan
  • Which products can you offer in your state
  • The coverages offered by these products
  • The coverages excluded by these products
  • The additional revenue available to self-storage operators

Moderator:

Jeffrey Greenberger, Partner, Katz, Greenberger & Norton LLP

Panelists:

Ian Burnstein, Co-Founder and President, Storage Business Owners Alliance
Ted Dobbs, Protection Sales Leader, Deans & Homer
Casey Huberty, Director of Marketing, Ponderosa Insurance Agency LLC
Keith McConnell, Vice President, Business Development, MiniCo Insurance Agency LLC
Matt Schaller, Vice President of Sales and Client Services, Storage Property Protection
Joseph Torrisi, Executive Vice President of Insurance Services, On the Move Inc.

9:45-10:45 a.m.

Social Media and Online Marketing: Avoiding Exposure and Mitigating Risk
Marketing your self-storage business via social media and other online techniques has become mandatory in today's competitive market. But while social media's global reach and near-universal access may yield benefits for your operation, it also may create exposures that could lead to costly claims or other legal issues. This session will include information to help self-storage owners and managers navigate potential pitfalls and manage the risks.

You will learn:

  • How to establish and implement policies for social media and online marketing
  • The importance of ongoing employee training
  • Advertising liability and potential messaging risks
  • Cyber liability and privacy concerns
  • How to monitor your online presence

Speaker:

Mike Schofield, President and CEO, MiniCo Insurance Agency LLC

11 a.m.-Noon

Self-Storage Disaster Recovery and Social Media
You hope it never happens at your facility, but you may some day face a natural disaster or other tragedy. There are actions you must take almost immediately to protect yourself from or reduce your legal liability in these scenarios. You must also be prepared to respond to the disaster through marketing channels like social media, for your customers and community. Even if the calamity isn't your fault, you must have a response plan. In this unique session, our presenters will discuss the actions you should be ready to take on the legal and social media front to reduce the impact of a disaster on your business and bottom line.

You will learn:

  • The types of disasters that could strike and how your facility could be affected
  • How to communicate breaking updates to customers via social media and other channels
  • The legal actions you must be prepared to take in the event of a disaster
  • How you can create hope for your community and a positive reputation for your facility
  • The potential risks of being unprepared to respond to a disaster

Speaker:

Jeffrey Greenberger, Partner, Katz, Greenberger & Norton LLP
Dan Kryzanowski, Key Account Manager, SpareFoot

Roundtable
Location: Concorde B

8:30-9:30 a.m.

Software Roundtables

You asked for it, you got it! This series of roundtable discussions is devoted exclusively to software-related topics. Get one-on-one time with software providers and experts and have your questions answered in this intimate setting.

 

Table 1

The Internationalization of Self-Storage Software: Challenges Faced by Operators
Dallas Dogger, Managing Director, Centreforce IT Pty. Ltd.

 

Table 2

Maximizing Facility Income Through Data Mining
Ray Velasco, Operations Manager, District Manager

 

Table 3

Understanding the Differences Between Internet and Standalone Management Software
Landis Scott, Marketing and Sales, Empower Software Technologies Inc.

 

Table 4

The Value of Software Integration Between Vendors
Michael Sawyer, Director of Marketing, OpenTech Alliance Inc.

 

Table 5

Top 5 Software Tools to Cut Costs and Drive Up Revenue
Markus Hecker, Chief Operating Officer, and Jim Ferguson, Vice President of Marketing, SMD Software Inc. (SiteLink)

 

Table 6

Security and Theft Prevention
Lois Brown, New Business Manager, Space Control Systems Inc.

 

Table 7

Integrating Social Media With Your Management Software
Tom Garden, President, Syrasoft Self Storage Management Software

 

Table 8

Integrating Security Components With Your Self-Storage Management Software
Shaina Cossairt, Business Development Consultant, Quikstor Security & Software

9:45-10:45 a.m.

Add-On Profit Centers Roundtables

Looking to generate more profit? Learn about industry money-making opportunities in this roundtable event, from common approaches like retail sales to more creative techniques. Get one-on-one time with experts and discover new revenue-generators!

 

Table 1

Folding Containers for the Portable-Storage Industry
Kari Honkaniemi, President and CEO, BOS Container USA/TK Markets Inc.

 

Table 2

Wine Storage: Is it Right for Your Facility?
Scotty Sundin, Northwest Regional Sales Manager, Janus International

 

Table 3

Offering Pack & Ship Services in Self-Storage: How to Get Started
Eliot Deters, President and CEO, The Mail Box Store

 

Table 4

Developing Boat and RV Storage: Will It Work For Your Site?
Caesar Wright, President, Mako Steel Inc.

 

Table 5

The Benefits of Truck Rentals: Revenue, Marketing and Incentives
Sylvain Mallaise, Sales Director, On The Move Inc.

 

Table 6

The Ins and Outs of Self-Storage Retail
Mark Petro, National Accounts Manager, Supply Side USA

 

Table 7

Cell-Tower Lease Rents: How Much and Why?
Hugh Odom, President, Vertical Consultants

11 a.m.-Noon

Mish Mash Roundtables

Covering a wide array of topics, these roundtable discussions are a smart way to maximize your seminar experience. Get one-on-one time with speakers and get your questions answered in this intimate setting.

 

Table 1

Banking Strategies for Property Acquisition
Noel Cain, Vice President, The BSC Group

 

Table 2

Renovate Your Self-Storage Receivables: 5 Tips to Crush Collections
Ken Crowne, Business Development Manager, and Phil Murphy, President, CallPotential

 

Table 3

Self-Storage Feasibility
Jim Chiswell, President, Chiswell & Associates LLC

 

Table 4

Social SEO and Its Effect on NOI
Sheilin Herrick, Marketing Director, G5

 

Table 5

Self-Storage Manager Wages and Bonus Incentives
Pamela Alton, Founder and CEO, Mini-Management Services

 

Table 6

The Future of Self-Storage Access Control: No Keypads!
Lance Comstock, President and CEO, PTI Security Systems

 

Table 7

Cutting Through the Online Noise: Getting the Most Out of Your Website, Local Search and Directories
Nick Bilava, Director of Sales and Marketing, Storage.com

 

Table 8

How to Maximize Google+
Holly Ritchie, Manager of Marketing and Relations, The Storage Group

 

Table 9

Using Technology to Reduce Accounts Receivable
Dave King, Vice President, Storage Network Advantage

 

Table 10

Common Self-Storage Construction Mistakes
Jamie Lindau, National Sales Manager, Trachte Building Systems

 

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