Jonas Duckett, Real Estate Investor of Store It Quick, joins us to share his evolution from solo operator to leading a 40-facility portfolio. With 4,000 units and counting, Jonas reflects on building a people-first storage brand, rebranding under a unified name, and how he drives conversions and minimizes delinquency with high-touch customer service. Jonas offers candid insights on lead conversion, rebrand timing, customer retention, and the importance of empathetic communication in collections. We also unpack how he blends automation with personal follow-up to keep operations lean without sacrificing performance.

Key Takeaways:

• (00:53) Turning personal motivation into a scalable business model.

• (05:06) Why it's important to unify facility branding early in the growth journey.

• (09:51) Simplifying the rental process to improve online conversion rates.

• (13:04) Establishing systems that enable high conversion with a lean team.

• (18:41) Using a human-centered approach to reduce customer delinquency.

• (22:36) Retaining paying customers through flexibility and empathy.

• (26:27) The business case for pricing transparency over short-term tactics.

• (29:07) Aligning rate increases with demand and customer satisfaction.

• (32:59) Knowing when to shift focus from operations back to growth.

Cory Bonda, Principal of Prestige Storage Capital, joins this episode to discuss how operational decisions and reporting rhythms support sustainable portfolio growth. He shares how Prestige Storage transitioned from opportunistic acquisitions to a regional clustering model, why daily visibility into move-ins and churn is essential, and how lead conversion processes are evolving. We also discuss launching an internal tenant protection plan, managing team development through internal promotion, and handling the realities of early-stage operations.

Key Takeaways:

• (00:42) Starting in operations to build a practical foundation for strategic decision-making.

• (06:14) Communicating clear growth goals to align and motivate internal teams.

• (09:50) Reviewing daily metrics to monitor performance and guide adjustments.

• (13:03) Identifying early process gaps through on-the-ground operational challenges.

• (16:02) Launching in-house services to improve control and property-level insights.

• (19:20) Following up on leads with urgency through multiple communication channels.

• (22:23) Enabling online transactions to meet modern customer behavior and demand.

• (23:58) Partnering locally to strengthen brand visibility and community engagement.

In this episode, we’re joined by Mark Poole, VP of Operations of Liberty Investment Properties. Mark is a seasoned leader with over 13 years at the helm of operations, development, and growth strategy in self-storage and hospitality. He shares insights into the value of relational capital and how self-storage operations are evolving. Mark also discusses how to scale, adapt, and innovate in a dynamic market, emphasizing the importance of speed, relationships, and hyperlocal marketing.

Key Takeaways:

• (01:47) Curiosity and continuous learning help drive long-term success in the storage industry.

• (02:41) Strong professional relationships serve as a foundation for growth and collaboration.

• (03:50) Early exposure to industry collaboration can shape a more open business mindset.

• (05:58) Shifting market conditions influence development versus acquisition decisions.

• (08:25) Fast and seamless lead conversion plays a critical role in portfolio performance.

• (11:11) Every customer interaction can have a long-term financial impact.

• (15:22) Hyperlocal strategies are more effective than broad national campaigns.

• (17:03) Grassroots referral programs can outperform traditional marketing spend.

• (21:20) Technology continues to unlock new efficiencies in remote facility management.

Faraz Hemani, CEO of Iron Storage, joins us for the inaugural episode of "Students of Storage." Faraz shares his journey from working at Oracle and Google to building Iron Storage’s 30-facility self-storage business. He offers valuable insights into remote management, operational systems, scaling challenges, marketing fundamentals, and more. Faraz also discusses practical strategies for lean operations, enhancing customer experiences, and maximizing lead conversions.

Key Takeaways:

• (01:07) Transitioning from a corporate career to real estate investing.

• (04:35) Building a remote-first business model to create competitive advantages.

• (07:01) Why systemization and standardization are essential for scaling operations.

• (10:05) Building effective operations by working backward from an ideal outcome.

• (14:04) Overcoming the challenges of remote management with proactive systems.

• (21:08) Optimizing local online presence to improve discoverability and trust.

• (27:37) Tracking performance metrics to strengthen lead conversion efforts.

• (29:51) Using incentive structures to boost sales team effectiveness.

• (33:00) Balancing specialization and flexibility within customer service teams. Resources Mentioned: Faraz Hemani