Empowering Facility Managers as Brand Ambassadors in the Storage Industry" (67 characters)

Highlighting the role of facility managers as pivotal brand ambassadors in the storage sector, the NYSSA Upstate Conference features industry experts discussing effective strategies for leveraging facility managers to build brand awareness, attract and retain customers, and maximize revenue. Key panelists share insights on motivating teams, utilizing social media, and enhancing customer experience to drive success in storage facility management. Attendees can expect to gain valuable ideas and inspiration to enhance their brand management practices. (416 characters)

• Facility Management
• Brand Ambassadors
• Storage Industry
• NYSSA Upstate Conference
• Brand Building (26
• 16
• 14
• 20
• 14 characters)

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1. Facility Managers as Facility Managers as Brand Ambassadors Brand Ambassadors

2. Facility Managers are the most important Facility Managers are the most important players in building your brand. players in building your brand. Are you utilizing your store manager in the best way? Motivation Getting New Customers Hiring employees Retaining Employees Using Social Media Online Reviews The Future NYSSA Upstate Conference June 10, 2021 2

3. Introducing our panelists for today Introducing our panelists for today Jeff Fickes Regional Director for the Storage Asset Management (SAM) properties in the Northeast Worked his way up Joined SAM as a store manager eight years ago Promoted to District Manager Promoted to Regional Director Based in York, Pennsylvania SAM is a property-management and consulting firm that oversees 300-plus facilities nationally Jerome McCroy General Manager at Manhattan Mini Storage 25 years of sales and operations experience 20+ years of retail experience with Blockbuster, Old Navy, and CarMax Numerous roles in merchandising, operations, sales generation, general management, and multi-unit, multifunctional leadership His store has over 4,000 rooms, 12 employees and generates $12 million per year in annual revenue Manhattan Mini has 17 facilities in Manhattan and over 55,000 rooms NYSSA Upstate Conference June 10, 2021 3

4. The plan Your moderator Adam Steckler President at Manhattan Mini Storage Mix of Panel Discussion and Presentation (~35 minutes) Q&A (~10 min) Facility Manager = Store Manager We hope you takeaway one or two new ideas! NYSSA Upstate Conference June 10, 2021 4

5. Why are facility managers Why are facility managers best positioned to be the best positioned to be the brand managers for a storage brand managers for a storage facility? facility? NYSSA Upstate Conference June 10, 2021 5

6. Why are facility managers best positioned to Why are facility managers best positioned to be the brand managers for a storage facility? be the brand managers for a storage facility? Facility Manager are the key person(s) in our organization. They are the face of the brand and the impression maker when interacting with current and potential tenants. Results have shown those managers with superior customer service skills and can start to develop a rapport and relationship achieve more favorable results. Today s customers are not merely buying a product or availing a service, they are rather buying into an experience or an idea. Businesses have shifted their focus to keep the needs of their end users as priorities. Facility managers have witnessed significant transformation in their roles and responsibilities in recent years, transitioning from service providers to customer-facing experience managers. They interact with the end user every day human contact with the customer is critical for a lasting experience. NYSSA Upstate Conference June 10, 2021 6

7. How do you motivate facility How do you motivate facility managers? What s in it for managers? What s in it for them to represent the them to represent the facility? facility? NYSSA Upstate Conference June 10, 2021 7

8. How to motivate facility managers? Whats in it for How to motivate facility managers? What s in it for them to represent the facility? them to represent the facility? Empowerment Development Recognition Enhancing their professional skills to build their career opportunities (from facility manager to regional manager ) Performance bonuses NYSSA Upstate Conference June 10, 2021 8

9. What kinds of events do What kinds of events do facility managers attend that facility managers attend that bring in new customers? bring in new customers? NYSSA Upstate Conference June 10, 2021 9

10. What kinds of events do facility managers What kinds of events do facility managers attend that bring in new customers? attend that bring in new customers? Managers will attend: Local Chamber of Commerce meeting and mixers this proves to be excellent in getting contact and building relationships with business leaders/owners and entwines the store into the community. Local festivals First Fridays Host events at property Local/Community based board meetings Charitable events NYSSA Upstate Conference June 10, 2021 10

11. How can a facility manager How can a facility manager canvas a neighborhood? What canvas a neighborhood? What kind of opportunities are out kind of opportunities are out there? there? NYSSA Upstate Conference June 10, 2021 11

12. How can a facility manager canvas a neighborhood? How can a facility manager canvas a neighborhood? What kind of opportunities are out there? What kind of opportunities are out there? Drive/walk around Pay attention to the local real estate market for new home sales/vacancies Identify places of business that align well with self-storage Moving companies Realtors Apartment complexes Map out tenants using their address to see if there are any opportunity points Utilizing our Friends & Neighbors board- cross marketing our business with others in the community. NYSSA Upstate Conference June 10, 2021 12

13. Are you having trouble hiring people? Are you having trouble hiring people? What challenges are you facing? What challenges are you facing? NYSSA Upstate Conference June 10, 2021 13

14. Are you having trouble hiring people? Are you having trouble hiring people? What challenges are you facing? What challenges are you facing? Longer time in the hiring process Harder to attract quality candidates Existing employees are leaving for other opportunities or higher pay. Less applicants for all store positions. This trend has also been seen throughout many industries that are customer facing. Unemployment benefits are keeping people out of the workforce Other concerns: the ability to balance remote learning/ working within their family dynamic health safety concerns of being public facing greater need for work/life balance which has shifted since the pandemic started NYSSA Upstate Conference June 10, 2021 14

15. What traits do you look for in What traits do you look for in hiring someone? How do you hiring someone? How do you hire the right people? hire the right people? NYSSA Upstate Conference June 10, 2021 15

16. What traits do you look for in hiring someone? What traits do you look for in hiring someone? How do you hire the right people? How do you hire the right people? Service driven Innate ability to help others Perseverance Detail oriented Sound retail experience Customer relations skills Employment Testing Promotable to build bench strength within a District/Region NYSSA Upstate Conference June 10, 2021 16

17. What challenges are you facing What challenges are you facing today with retention? What can today with retention? What can you delegate to them to make you delegate to them to make them stay and feel wanted? them stay and feel wanted? NYSSA Upstate Conference June 10, 2021 17

18. What challenges are you facing today with retention? What challenges are you facing today with retention? How can you make employees stay longer? How can you make employees stay longer? Competitive marketplace and rising wages. Give Store Managers a good amount of autonomy within set standards. This helps them feel empowered and not feel like just an order taker. Retention can vary depending on position and location. Career development Empowerment Ownership Recognition Some examples: Assign tasks designed to grow their skills- such as obtaining fire prevention certification Operational follow up including account management, auction/lien sale prep, evictions, etc. NYSSA Upstate Conference June 10, 2021 18

19. Social Media is a big part of Social Media is a big part of many people s lives many people s lives- - how can a facility manager use social media facility manager use social media to promote the facility and its to promote the facility and its services? services? how can a NYSSA Upstate Conference June 10, 2021 19

20. How can a facility manager use social media to How can a facility manager use social media to promote the facility and its services? promote the facility and its services? Identify tenants who are a good story, for blog on website, etc. Ask for reviews to help with the listing when people are looking for storage. Identify and talk to influencers / heavy storage users, who will post about their experience in exchange for a free rent or discount. Post pictures of key dates, such as large move in days/weeks. Highlight key features and amenities: truck rentals package acceptance security, etc. NYSSA Upstate Conference June 10, 2021 20

21. Getting reviews Getting reviews- - how is a facility manager involved in facility manager involved in that process? that process? how is a NYSSA Upstate Conference June 10, 2021 21

22. Getting reviews Getting reviews- - how is a facility manager how is a facility manager involved in that process? involved in that process? Track how many reviews each store is getting The managers are the point of contact that the tenants have daily, weekly, and monthly interactions and whom have developed a positive relationship make the ask. As part of closing the sale and completing the check-in process, expect the team to ask your guests to complete an online review to highlight their experience. Recognize employees who receive positive reviews in your communication forums. Facility Managers can reward employees with free lunches (seamless credit), along with other incentives. NYSSA Upstate Conference June 10, 2021 22

23. How do you see the facility How do you see the facility manager job role evolving manager job role evolving over the next 5 years? over the next 5 years? NYSSA Upstate Conference June 10, 2021 23

24. How do you see the facility manager job role How do you see the facility manager job role evolving over the next 5 years? evolving over the next 5 years? The role will stay the same in many ways upkeep of the property for instance, as well as other daily operational tasks. Managing and staying relevant on social media platforms will continue to evolve. The need to create an experience for the end user is really important. Competitors are expanding everywhere. Determine what can set you apart from the competition. Key areas that will continue to change: Learning technological advancements Adaption changes to lien laws and business practices Focus on retaining great employees. NYSSA Upstate Conference June 10, 2021 24

25. If you could have your facility If you could have your facility manager focus on only ONE manager focus on only ONE thing thing- - What would it be? What would it be? NYSSA Upstate Conference June 10, 2021 25

26. If you could have your facility manager focus If you could have your facility manager focus on only ONE thing on only ONE thing- - what would it be? what would it be? Consistency Renting units if I could have two it would be renting units and collecting money. NYSSA Upstate Conference June 10, 2021 26

27. Questions???? Questions???? NYSSA Upstate Conference June 10, 2021 27

28. Thank you! Adam Steckler - adams@manhattanministorage.com Jeff Fickes - jfickes@storageasset.com Jerome McCroy - jeromem@manhattanministorage.com NYSSA Upstate Conference June 10, 2021 28