In this week’s episode of the Self Storage Insight Podcast, James Shepherd sits down with Elizabeth Mann, General Manager of Alaska Mini Storage, and Watonya, a site manager on her team, to discuss how thoughtful leadership, modern technology, and strong customer relationships can transform a storage operation. With multiple locations and decades of history in Alaska, the company offers a unique perspective on balancing innovation with the human touch that customers still value.
Elizabeth shares that when she first entered the industry seven years ago, she assumed selling storage would be simple—just renting out “metal boxes.” What she quickly discovered was an entire ecosystem of customer experience, operations, and sales strategy. Over time, she and her team focused on strengthening processes that directly affect tenants, from simplifying online payments and encouraging autopay to modernizing auctions through digital platforms. These improvements helped streamline operations while creating a smoother, more convenient experience for tenants.
Watonya, who joined the company after years in retail management, brought a strong sales and coaching background to the team. She explains that self storage is ultimately a sales-driven business. Understanding a tenant’s situation, explaining the benefits of different unit sizes, and bundling value-added services like insurance and secure locks can significantly increase both customer satisfaction and revenue. By focusing on how each feature benefits the tenant, managers can deliver a better experience while strengthening the bottom line.
Beyond operations, Elizabeth highlights the importance of building a strong team culture. Alaska Mini Storage intentionally involves staff members in key decisions—from operational improvements to charitable initiatives—creating a sense of ownership across the organization. This collaborative approach keeps employees engaged and helps the company maintain a people-first culture even as technology and processes evolve.
Another key lesson from the conversation is understanding your market. Watonya explains that even facilities located just a few miles apart can serve completely different demographics—from military families to college students to local businesses. Tailoring the sales approach, services, and messaging to those specific audiences can make a significant difference in occupancy and long-term success.
Ultimately, the conversation reinforces a simple but powerful takeaway: self storage isn’t just an investment asset—it’s a customer-focused business. Operators who focus on their teams, modernize their operations, and truly understand their tenants are the ones most likely to build facilities that thrive for decades.