Gabfocus: Giving Managers the Tools to Succeed

Gabfocus: Giving Managers the Tools to Succeed

  • Learn what you can do to empower your manager and maximize their potential.
  • With more people working remotely than ever before, this is a session you don't want to miss.
  • What are you doing differently during this time?

Moderators: Melissa Huff and Tommy Nguyen
Featured Speakers: Stephanie Tharpe, Sue Haviland, Cindy Ashby, Jim Ross, Denise Bowley, Ben Hendricks, Jason Lee, Jim Mooney

Category: Operations
Focus: Owners and Managers
Aired: April 9, 2020
Duration: 1:12:03

Gabfocus Sessions

Gabfocus Sessions are weekly, virtual workshops for self storage owners, managers, and operators. Brought to you by the team behind Gabfest: StoragePug and MR Management.

Each session features hand-picked industry pros who will dive deep into relevant topics surrounding our industry, share best practices, and explore trends in the market. It's our hope that these sessions help you navigate your self storage business better during these uncertain times.

Want more tools for your managers? Join us on Gabfocus weekly on Thursdays.

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Top Questions Answered in this session

  1. What are you doing differently during this time?
  2. Were you set up to offer online rentals and payments prior to the outbreak?
  3. How have you handled employee communication during this time?
  4. Should I do a blanket late fee waive for all customers?
  5. What is a common daily task list for managers? (Wendy Winkley)
  6. How have you adjusted manager bonus/incentives for Q2? (Blair Valk)

These are just a few of the questions answered during this session! Get your pen and paper ready!

Live Poll Results: What tools are most important to provide to your employees?




Meet your speakers


Cindy Ashby

Janus International


Jim Ross

3 Mile Storage Management


Denise Bowley

Self Storage Science


Ben Hendricks

Five Star Storage


Jason Lee

Self Storage Science


Stephanie Tharpe

A+ Management Group


Jim Mooney

Freedom Storage Management


Sue Haviland

Haviland Storage Services


Got questions or comments for the panelists?

Our panelists will be happy to answer any questions you have. We hope you enjoyed this Gabfest Session. Talk soon!

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Resources from this session

What is a common daily task list for managers during COVID-19?

  1. Daily walkthroughs. Multiple times a day is even better.
  2. Clean keypads hourly.
  3. Clean bathrooms 3 times a day.
  4. Clean light switches and doorknobs as people touch them.
  5. Stock Q-tips and keep gloves handy.
  6. Make sure you have extra pens

Awesome Quotes

  • "People don't want to be managed. They want to be developed." (Cindy Ashby)
  • "Set goals and KPIs together with your managers." (Jim Ross)
  • "Don't just give them the answer. Explain the 'why'." (Stephanie Tharpe)

Tools Mentioned

Workshop Highlights

We asked the panelists: "What's the most important tool to give your manager during this time?".

Provide access to educational resources. Make awards a part of their job, such as Top Retail Sales, Top Reviews, etc. - Stephanie Tharpe

Let your managers manage. Trust them. Empower them to do the right thing. The best thing you can provide them is your trust. - Sue Haviland

Vision and awareness of their position. Make it clear what the vision is for the company. - Cindy Ashby 

Send people to virtual conferences. Duh! - Jim Ross 

Access to all forms of communication with their customers. Make it easy for customers to engage managers via text, Facebook, Yelp, Google, website, etc. Whatever they prefer. - Denise Bowley

Be present. Make yourself available. Give your managers a sense of ownership. - Ben Hendricks 

The biggest thing I can give my managers is myself. I'm available Monday-Sunday. Anytime they need me, I'm there. - Jason Lee

Common sense and critical thinking. - Jim Mooney 

 Knowledge. Make sure you have resources and an operations manual. - Melissa Huff

Word of the Day: Omni-channel. Serving customers in a way that creates an integrated and cohesive customer experience no matter how or where a customer reaches out.

Key Takeaway: Community. When in doubt, give your team confidence by building an amazing support system. Introduce them to resources and experts. Create a community and encourage continuous learning. We all win.

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