MSSOA’s Kathryn East Shares Insight on Self Storage Process

By Kathryn East, Executive Director, Missouri Self Storage Owners Association

I was given an opportunity to join the self storage family by Jim Horne and David Richards of Handy Lock Self Storage in Gautier, Mississippi. Like most individuals just starting a career in the self storage industry, my expectation of the job responsibilities of a facility manager was unclear.

As I organized my new office and started a detailed auditing process for tenant paperwork, my brain began accumulating ideas to improve upon the current processes. Process development and improvement, auditing, profit analysis, and customer service were to be the core of my everyday work life.

What I discovered was that all aspects of the self storage process—from managers and maintenance teams to the owners themselves—have key elements within their functionality that must be executed. What am I talking about? I am talking about the how, when, why, and what of storage.

If we were to start from the top of self storage structure with owners’ responsibilities, the basic architecture is clear and concise:

  • Owners bear the responsibility of profitability and relations through communicated expectations. Budgets, policy review, and marketing are particularly important for owners to discuss frequently in our ever-changing environment.
  • Corporate managers are to implement these expectations and take it upon themselves to carefully research the effect on the structure. When the expectations weight strains the structure, finding the resolve and communicating this to the owner rest on their shoulders.
  • Managers are essential to the sale and customer service element. Their experience and knowledge is crucial to the company’s overall well-being and profitability.
  • Maintenance must have the foresight to predict unsafe environments for customers and be proactive in their resolutions. Project management is mandatory in order to control cost and maintain scheduling expectations.

The list within each element of the architecture can be extensive, but worth every bullet point when you consider the results of a well thought-out company brand.

My advice to any person entering the self storage industry would be to incorporate the classical and contemporary in all you do. After all, the past has provided the strength and wisdom to achieve the realities of our future! The basic lessons learned in the beginning are just as much a part of my day-to-day as the innovative utilities chartered.

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About Kathryn East

Kathryn East is the Executive Director of the Missouri Self Storage Owners Association. East started in self storage in 2011 as a Corporate Manager for Handy Lock Self Storage, overseeing seven properties. From 2014 to 2015, she worked as the Midwest Director for Storsmart Insurance. She took her first role with the MSSOA as Secretary in 2014. Then, in 2015, she took position as the association’s Executive Director.

About Missouri Self Storage Owners Association

The MSSOA was founded in 1999 to preserve the rights of self storage business owners in Missouri. It works to represent owners and managers of self storage facilities in the state through education, networking, and governmental regulations.