A defining part of Don’s strategy is treating both customers and employees like family. Long-tenured managers, hybrid remote operations, and a commitment to personal touch set their business apart from larger operators who rely heavily on automation. While they use modern tools like online rentals, QR codes, and CCStorage’s digital platform to streamline onboarding, they balance technology with real human interaction — a key reason many tenants stay for four years or more across the portfolio.
Don also shared insights on occupancy management, explaining why Family Heirloom aims for around 90% rather than chasing 100%. He and his team target mom-and-pop facilities with weak web presence, dated curb appeal, and low marketing investment — properties where strategic updates can quickly add value. Their investor model is equally unique, welcoming contributions as small as $30,000, offering 5–6% returns, refinancing within three to five years, and allowing investors to retain equity long term. Most investors, Don notes, choose to reinvest repeatedly.
Looking back, Don says the biggest lesson is simple: you have to do it. Many aspiring operators research endlessly without taking action. His advice is to trust your gut, buy properties that fit your model, and learn through doing — the same mindset that helped Family Heirloom grow from one small facility to a thriving, multi-market brand.
For more conversations with industry operators and strategies that drive long-term growth, tune in to the Self Storage Insight Podcast and explore modern tools for facility management at ccstorage.com.
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