By Jennifer LeClaire
With Baby Boomers nearing retirement age, business leaders across all industries are concerned
about an impending leadership crisis. Let’s face it; without strong leadership, a company’s vision
becomes muddied and the rivers of innovation become stagnant.
While self-storage certainly isn’t immune, the good news is that today’s savvy veterans are grooming
their successors. These young leaders are poised to carry the industry torch into new races. To be sure,
these rising stars carry innovative ideas, technological expertise, fresh perspectives, and novel skills
that are impacting the industry today and promise to keep it growing tomorrow.
“The young folks entering the business grew up with self-storage,” says Bob Francis, operating partner
at The Heron Group, a self-storage real estate group in Kissimmee, Fla. “They are not like the current
plateau of leaders that saw self-storage appear rather suddenly. Because of that they have different
ideas about how things can and should work, and new approaches. They are bringing a whole new skill
set to the table.”
New Leaders, New Skill Sets
Five years ago, self-storage wasn’t management intensive, according to CB Richard Ellis first vice president
Aaron Swerdlin. Self-storage was more like land banking and most operators didn’t have a longterm
business plan in mind. “A rising tide raises all ships, and as the industry becomes more sophisti-
Self-Storage Rising Stars
cated, it is forcing operators to plan more strategically,” he notes. “The young leaders are coming in with
skills and education. Over the next three to five years, they’ll learn how to apply that knowledge.”
Bill Hobin, president of the William Warren Group, a self-storage developer and property management
company based in Santa Monica, Calif., says his company has a number of young employees that offer
different viewpoints on operating systems, property management, and marketing. “The younger generation
understands the return on technology investment and the importance of a Web presence,” he says.
“These things are changing the way the industry looks.”
Some have described the self-storage industry as an “old boy” network but with an infusion of younger
blood, that is quickly changing. Perhaps more than anywhere else, the technology side of the business
is filled with up-and-coming Information Technology leaders who will largely be responsible for the
behind-the- scenes success of mega operators. “The youth bring enthusiasm and new ideas,” agrees
Tom Garden, president of Syrasoft LLC, a Camillus, N.Y.-based self-storage software company. “They
think outside the traditional box and look to the Internet to enable credit card transactions and other
things we could hardly imagine five years ago.”
Make Way For Minh Tran
Minh Tran calls himself the “rainmaker” at CB Richard Ellis’ Self Storage Advisory
Group. He has brokered more than $300 million worth of self-storage real estate in
recent years. He’s a young one that may soon be giving you advice on the hottest
self-storage properties—and he’s only 25 years old.
“I like dealing with people and dealing with numbers,” says Tran, who attended the
Texas A&M University Master of Land Economic and Real Estate program. He also
holds a Bachelor of Business Administration degree in Finance from the university.
Tran joined CB Richard Ellis in 2003 as a sales associate. He interacts with buyers and sellers for the
acquisition and disposition of self-storage facilities and to perform valuation services for the private client
sector. Among his most significant transactions are regional dispositions on behalf of Storage USA/GE,
Walton Street Capital, and Devon Self-Storage.
Swerdlin says Tran’s enthusiasm sets him apart. His leadership style is to model the way. Swerdlin
notes that Tran is already in charge of the marketing plan for the Self Storage Advisory Group’s West
Coast office, in addition to co-designing all macro-marketing materials.
“The only self-storage industry Minh has ever known has enjoyed tremendous transaction velocity and
institutional attention that many industry veterans went without for many years,” he says. “This has positioned
Minh with the distinct advantage of recognizing the industry only as an institutional and sophisticated
industry, thus allowing him to design his approach without the drag of ‘what used to be.’”
Indeed, Tran is making a name for himself with innovative marketing ideas that are impacting the business
of self-storage real estate. “I’m not going to sit here and tell you that I’m the best cold caller out
here, but there are ways that you can reach people without cold calling them. The way I do it is through
marketing,” says Tran, noting that the young up-and-comers in the industry “have the energy to conquer
the world.”
Absolute Teamwork
While many large outfits are raising up potential leaders, three young influentials
are raising revenues in the here and now, proving that the future is here.
Memphis-based self-storage property management firm Absolute Storage
Management (ASM), Inc.’s three founders have a combined 30 years of experience
in the self-storage industry.
Of course, individually they are barely over 30 years old. All three of them are 32,
to be exact. This trio of young guns is demonstrating that teamwork makes the
dream work. ASM partners Michael Haugh, Matt Bailey, and Scott Beatty man-
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age more than 1.5 million square feet of self-storage space in five states for its clients.
The three young men started their careers at Storage USA. After learning the ropes in just about every
industry realm, from operations to financing, and investment to property management, they decided to
partner in a new venture about four years ago and draw from their collaborative skills to build a self-storage
empire they could call their own.
“These guys are taking a team approach to doing business,” Francis says. “Teamwork is the mantra
young folks have always heard. That is a sophisticated approach and it is a hallmark of success. These
guys broke away from Storage USA, went out on their own, and made it happen through teamwork.”
Haugh heads up third-party management contracts and pursues acquisition and development opportunities
for ASM. With 10 years of experience under his belt, Haugh admits that he knew nothing about selfstorage
when he entered the business. He just knew he wanted to be a real estate developer, so he
started at the bottom as an assistant store manager and learned all he could.
“It’s important to surround yourself with really smart people, and you have to take calculated risks,” says
Haugh of his leadership style. “You’ve got to take a swing. It helps to have a team of partners that have
faith in each other. If you are going to lead a self-storage organization, you have to bring in quality people
and give them the authority to get things done.”
Beatty Forecasts Success
Beatty spent eight years in financial operations and forecasting/budgeting, including
four years as an operations manager, at Storage USA. That puts him in a strategic
leadership position to steer ASM’s finances in a growing industry. Beatty refers to
himself as the “risk taker” of the team, and sees industry challenges in terms of dollars.
“Finding niche markets with reasonable land prices is a challenge,” Beatty says.
“Properties have to be positioned in such a way to make them attractive because
there’s an awful lot of supply out there already. Young leaders bring a fresh outlook.
We are looking for more ways to differentiate ourselves from the competition. I think rejuvenating some
of the older ideas with a fresh approach and reaching out to younger customers will be an advantage.”
Beatty is ready to lead ASM to the next level. He’s created long-term strategic and financial plans for billion-
dollar companies in the past, and his analytical approach promises to see a financially responsible
ASM build on its current success with a unique understanding of how issues like consolidation, supply
and demand, and land inflation affect the industry short- and long-term.
Matt Bailey Builds The Business
Bailey also started in the industry as an assistant property manager at Storage
USA. His innate leadership skills sent him rapidly through the management ranks.
He held a district management position with the company for two years, during
which time he supervised 15 properties. He also served as a financial analyst at
Storage USA for a year before managing contact center operations.
At ASM, Bailey is primarily responsible for property management, marketing, and
operations. Like Haugh, he believes today’s leaders are team thinkers. “We all
have different strengths,” he explains. “We bring a lot of different skill sets to the
table, which contributes to the success of our company.”
Individually, Bailey believes the industry’s younger leaders are offering up new ideas, new ways of working,
and new technology-based revenue streams. He points to kiosks and improved management software
that is leading to strategic advantages. For his part, Bailey is promoting greater levels of professionalism
in the industry so future leaders will consider self-storage as a career choice. “We’ve come a
long way from those ‘mom and pop’ days. We have college graduates managing facilities, but we need
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to do more,” he says. “There are a lot of misconceptions about the self-storage industry. People don’t
understand the opportunity. The challenge is to get fresh minds into the industry.”
Christen Gibson Gains Experience
Christen Gibson is one of those fresh minds. You may not know her name today,
but you are bound to remember her name in a few years. The 24-year-old is learning
everything there is to know about the self-storage industry—one day at a time—
as the operations coordinator at the William Warren Group.
Gibson’s role includes motivating the staff, working with district managers and property
managers, dealing with human resources, helping make sure budgets are met,
producing marketing materials, and just anything else that needs to be done. It’s
been quite an eye opener for the young leader, whose only prior self-storage experience
came through renting a unit on summer breaks while she studied biology at the University of
Arizona.
“I have a lot of opportunity to make an impact on the company,” Gibson says. “There’s still so much to
improve upon that there’s really no limit. This is still a new industry and there is opportunity for growth.
But we have to maintain quality at the same time.”
Gibson has brought lots of new ideas to the table at the William Warren Group. She introduced the idea
of moving packets that help present the company’s product in a comprehensive light that makes it most
convenient for the customer. She’s suggested wine storage, employee benefits, and many other wellreceived
ideas.
“Christen is constantly making sure we are on pace,” Hobin says. “She is very observant, a good communicator,
and a multi-tasker. As she becomes more familiar with our industry, she will be a strong
leader.”
The young Gibson plans to stay planted in the self-storage industry and continue to grow with the business.
She is preparing herself to take on more responsibility in the operations aspect of the company by
gleaning what she can from the ones who came before her, while continuing to push the innovation
envelope to new heights.
Tim Zentner Talks Tech
A running theme among self-storage’s young leaders is technology. Tim Zentner is
smack dab in the middle of the revolution as Syrasoft’s 21-year-old rising star.
Zentner is manager of the Camillus, N.Y.-based company’s tech support department.
He’s the fellow you may talk to the next time you don’t understand how that
special new feature on your software functions.
“Tim is in tune with the industry,” Garden says. “He’s very good at what he does.
He’s reliable and extremely smart at a very young age. He was the guy everyone
turned to when they had questions, so he was the natural selection to run the
show.”
For his part, Zentner says young ones like him have a keen understanding of technology because they
grew up in the computer generation, but he recognizes the value of the older generation’s experience.
Combined, he believes the industry can tackle any challenge it faces—if self-storage operators would
just embrace technology.
“The best part about tech support is helping people,” Zentner says. “There are a lot of jobs where you
don’t really get any sort of instant of gratification. It’s a good feeling when you can help get somebody’s
computer running again so they can do business more efficiently.”
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Dynamic Duo
Back to the teamwork theme, Peter Lewis, 21, and Jason Setzer, 25, are part of the
future at The Parham Companies in Bulverde, Texas. Lewis is the Intelligence
Technician, AKA the computer guy for Parham Company’s Joshua Management.
Setzer is the operations manager for Parham’s Cross Metal Buildings. As such,
their paths cross more than one might think. Lewis is helping develop software to
make Setzer’s job easier. The duo agrees that young leaders are detail-oriented
with an eye on improving processes.
Donna May, president of Joshua Management, calls Lewis “phenomenal” and says
Setzer “continually amazes” her with his self-storage knowledge, business sense,
and multiple talents.
Lewis is looking for new ways to use technology to keep stores up and running. “I’m
writing software to help us scheme market information,” he explains. “Nothing on
the market fits our needs.”
Meanwhile, Setzer is looking forward to the new software, which will help him “take
the shortest distance from A to B. “I talk with our engineers to find out about new
products and how we can incorporate those products into our buildings to save money,” he says. “The
estimating software Peter is working on will help me do that more efficiently.”
May is convinced that self-storage is following the same path as the hotel/motel industry did so long
ago, with large players slowly taking over. That, she says, is going to require these new skill sets that
the veterans keep attributing to their successors—and the
baseline is technology. “We have to keep up with technology,”
May says. “There’s going to be a larger number of facilities in
fewer hands, so there’s going to be more computer data and
information gathering on clients to help us making smarter
decisions on where to put facilities.”
As these young rising stars prepare for a bright future, industry pioneer Harvey Lenkin, the Chief
Operating Officer of Public Storage, Inc., who is retiring this year, has some parting words for the young
and old leaders alike: “You’ve got to stand the test of time,” he says. “I would tell young leaders, if they
haven’t already, to strengthen the ‘I’ word inside their vocabulary—namely integrity. Don’t give at all in
matters of integrity. That is so very important if you plan to stay in any business for any length of time
and be reasonably successful.”
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Jennifer LeClaire is a freelance writer based in Hollywood, Florida,
and a regular contributor to the Mini-Storage Messenger and Self-Storage Now!
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magazine and its publisher, MiniCo, Inc. Further reproduction and/or distribution in whole or in part without permission is prohibited.
For other articles, information or reprints, please visit www.ministoragemessenger.com.
Don t give at all in
matters of integrity.
~ Harvey Lenkin CEO, Publis Storage Inc.