10 Sep 2024
Many of us have just returned from the Self Storage Association (SSA) - USA 2024 Fall Conference & Trade Show. If you've followed any of my previous posts or articles, you're already familiar with the high value I place on building and maintaining relationships. In any business, relationships are the foundation of success. This is especially true in the self-storage industry, where trust, long-term connections, and shared values drive growth and community-building. For those of us in the industry, it’s not just about square footage, occupancy, rates and NOI. It’s about the people we meet, the partnerships we form, and how these relationships help shape thriving, interconnected communities.
At its core, the self-storage industry revolves around serving people’s needs, whether those are short-term storage solutions or long-term space for personal and business items. Building relationships with customers, vendors, and even competitors creates an environment where everyone benefits. A strong relationship fosters trust and loyalty, leading to repeat business and word-of-mouth referrals. More importantly, it cultivates a sense of community that extends beyond transactional interactions.
One of the key components of building community in the self-storage industry is nurturing relationships with customers. It starts with offering excellent customer service, but goes further when operators take time to understand the unique needs of each client. Many customers are going through major life transitions—whether it’s moving, downsizing, or managing business inventory. By being empathetic and providing tailored solutions, we not only earn their trust but also contribute to their personal and professional well-being.
Beyond that, engaging customers through open communication, local events, or customer appreciation programs creates a bond that turns a simple storage facility into a pillar of the community. Customers who feel connected to your business are more likely to support it, recommend it to others, and contribute to its long-term success.
It’s not just about the customers. Strong relationships with vendors and partners within the self-storage world also enhance business performance and community engagement. Whether it's maintenance teams, security providers, or technology vendors, building solid partnerships ensures the smooth operation of your facilities and fosters a collaborative atmosphere. By investing time in developing these relationships, both parties benefit from shared expertise and mutual trust. For example, a long-term vendor relationship might lead to better pricing, priority service, or exclusive access to new technology. In turn, these advantages enhance the customer experience, further reinforcing the community-focused approach.
While it may seem counterintuitive, networking with competitors can actually strengthen the broader self-storage community. Competitors often face the same challenges, whether that’s navigating local regulations, dealing with market fluctuations, or adjusting to industry trends. Sharing insights and building a network of industry peers can lead to valuable collaborations. Whether it’s co-hosting local events, sharing market insights, or even referring customers when a facility is full, these relationships can turn perceived competition into an opportunity for growth.
Self-storage associations, local meetups, and conferences also provide opportunities to build these relationships. By staying active in these spaces, we contribute to a broader sense of community within the industry, making it easier to navigate challenges and capitalize on opportunities.
One of the most effective ways to build community in self-storage is through corporate social responsibility (CSR) initiatives. Supporting local charities, sponsoring events, or even providing discounted storage for nonprofits can make a positive impact on the community while building goodwill. These initiatives strengthen relationships not only with customers but also with local businesses, organizations, and government bodies. In turn, this deepens the connection between your facility and the community it serves, positioning your business as a true partner in the community’s success.
In the self-storage industry, success doesn’t just come from renting units or expanding facilities—it comes from fostering relationships that create value for all parties involved. Building a strong community around your business ensures long-term loyalty, creates positive brand recognition, and helps grow your business sustainably.
At the heart of this community-building is the commitment to genuine, long-lasting relationships. Whether it’s through exceptional customer service, strategic partnerships, or giving back to the local community, each connection we form strengthens the industry as a whole.
Ultimately, relationships are the glue that holds the self-storage community together. As operators, brokers, and vendors, when we prioritize relationship-building, we create an ecosystem where everyone wins—customers, partners, and communities alike.
In my role as a broker for Lindsey Self Storage Group, I am deeply committed to building strong relationships and fostering a sense of community, which aligns with the organization’s core values. Through trust and collaboration, I aim to create lasting partnerships with clients and industry professionals, driving collective success. This emphasis on relationships and community is a key part of our approach at Lindsey, ensuring that we continue to grow and thrive in the self-storage industry.
Before joining Lindsey Self Storage Group, Matt Wess began his self-storage career in 2008 with SecurCare Self Storage, where he oversaw acquisitions. In 2013, SecurCare became one of the three founding Participating Regional Operators (PROs) of National Storage Affiliates (NSA) before transitioning into a Public REIT in 2015. In 2019, Matt moved from his role at SecurCare to become the Manager of Acquisitions at NSA, where he played a key role in sourcing acquisitions, underwriting, transaction structuring, due diligence, and investment committee reviews for the company’s real estate acquisitions.
Throughout his career, Matt has successfully completed transactions for hundreds of facilities valued at several billion dollars. He holds a Bachelor of Business Administration in Management Information Systems from the University of Iowa’s Henry B. Tippie College of Business.
In his spare time, Matt enjoys attending his two daughters’ volleyball games and tournaments, going to the gym, snowboarding, mountain biking, traveling and of course attending the multiple self storage conferences.
Lindsey Self Storage Group aims to provide both buyers and sellers alike with the highest level of brokerage services. We pride ourselves in keeping our clients up-to-date with the latest industry information and news, as well as supplying them with each piece of information needed for buying or selling a self-storage facility.
Co-Founded by Alan and John C. Lindsey, Lindsey Self Storage Group’s only focus is self-storage. We are backed by over 50 years of experience in every aspect of the self-storage industry, including, but not limited to: brokerage, development, and management.
