What separates the good from the truly great in self-storage management? In this episode, Melissa and Tommy are joined by Mark Green from The Jenkins Organization to explore what top-performing managers do differently—and how their daily habits, communication, and customer care lead to higher occupancy and better results.

Together, they dive into key areas of successful management:

• First Impressions Matter – From Google Business Profile and curb appeal to phone etiquette and in-person greetings, learn how to wow customers before they ever sign a lease
• Converting More Leads – Proven techniques for identifying customer needs, recommending the right units, and closing the deal—both in person and over the phone
• Overcoming Objections – How to respond when you don’t have the size a customer needs or when you're more expensive than a REIT down the road
• Standout Customer Service – Tips for smooth move-ins and move-outs, exceeding expectations, and turning great experiences into reviews and referrals
• Daily Excellence – Actionable habits and sales skills any manager can use every day to boost performance

Plus more Mark-isms than we can count, like-

"Just be yourself, unless you're a jerk."

"Don't give them what they expect. Give them what they want."

"Know the difference, show the difference, be the difference."

If you want to become the kind of manager that owners rave about and tenants never forget, this episode is full of ideas and inspiration you can put to work immediately.

*There were a few audio issues with Mark's mic that clear up at the 19:20 spot in the podcast, so hang in there

Guest: Mark Green, The Jenkins Organization

Hosts: Tommy Nguyen & Melissa Huff

Brought to you by the teams at StoragePug and Lighthouse Storage Solutions