2019 ANNUAL CONFERENCE THE WOODLANDS WATERWAY MARRIOTT OCTOBER 13-15, 2019 | THE WOODLANDS, TX
Stand Strong in the Face of Change
TEXAS SELF STORAGE ASSOCIATION txssa.org 888.259.4902 SCHEDULE-AT-A-GLANCE
SUNDAY, OCTOBER 13
12:45 – 2:00 p.m. Board Meeting 3:00 – 6:00 p.m. Sunday Social at Top Golf (offsite) 7:00 – 10:00 p.m. Charity Poker Tournament & Poker Alternative: The Chill Zone MONDAY, OCTOBER 14
7:00 a.m. – 6:00 p.m. Registration Open 7:30 – 8:00 a.m. Early Bird Mini Session: Top 5 Things to Know About Getting Into the Self-Storage Business 8:15 – 8:45 a.m. New Member & First-Time Attendee Orientation 9:00 – 10:00 a.m. OPENING GENERAL SESSION: Perceptual Reality: The Secret to Thriving in a Competitive Environment 10:00 – 10:30 a.m. MEET UP: Developers & Looking for Investment Partners
10:30 – 11:30 a.m. EDUCATION SESSIONS STAFF / TEAM LEADERSHIP DAILY OPERATIONS PROPERTY DEVELOPMENT STRATEGIC VIEWPOINT Building and Maintaining a Great Show Me the Money: Managing Propaganda or Truth? Really Navigating the Current Acquisitions Self-Storage Workforce/Team Revenue in a Competitive Market Understanding Your Market Landscape
11:30 – 11:45 a.m. MEET UP: New to Industry and/or Looking for Mentor
11:45 a.m. – 1:00 p.m. Membership Luncheon
1:15 – 2:15 p.m. EDUCATION SESSIONS STAFF / TEAM LEADERSHIP DAILY OPERATIONS PROPERTY DEVELOPMENT STRATEGIC VIEWPOINT Are Your Store Employees Ideal Manager Workshop, Part 1 Building Your First Facility: A Primer Anatomy of an Industry Disrupter: Dishonest? How to Catch Them CallBox Storage
2:30 – 4:00 p.m. Round Table Discussions 4:00 – 6:00 p.m. Trade Show Reception 6:00 – 7:15 p.m. Opening Cocktail Reception 8:00 – 9:00 p.m. Young Professionals Reception 9:00 – 11:00 p.m. Back to the 80s Bash—Late Night Party at Baker Street Pub sponsored by Chateau Products & Energy Roofing Solutions TUESDAY, OCTOBER 15
7:30 a.m. – 3:00 p.m. Registration Open
8:00 – 9:00 a.m. EDUCATION SESSIONS STAFF / TEAM LEADERSHIP DAILY OPERATIONS PROPERTY DEVELOPMENT STRATEGIC VIEWPOINT Why KPI is Key: Understanding Legal Crash Course with TSSA Making a Deal Work Focus on Operations: Protecting & Owner Key Performance Indicators Legal Counsel Maximizing Your Facility’s Value in Today’s Competitive Market
9:00 – 9:15 a.m. MEET UP: Facility Buyers & Sellers
9:15 – 10:15 a.m. EDUCATION SESSIONS STAFF / TEAM LEADERSHIP DAILY OPERATIONS PROPERTY DEVELOPMENT STRATEGIC VIEWPOINT Empowering Employees to Ideal Manager Workshop, Part 2 A Perfect 10, a Total Zero or Some- The Wild, Wild West or Ghost Town? Empower Themselves thing in Between? Buying a Facility Today’s Development Market
10:15 – 10:30 a.m. MEET UP: Young Professionals Speed Networking 10:30 – 12:00 p.m. Round Table Discussions 12:00 – 4:00 p.m. Trade Show Open 3:00 – 3:15 p.m. Silent Auction Closes 3:30 – 4:00 p.m. Live Auction, Booth Bingo Winner Announced
2019 TSSA ANNUAL CONFERENCE | TXSSA.ORG HOTEL & REGISTRATION
CONFERENCE HOTEL The Woodlands Waterway Marriott 1601 Lake Robbins Dr., The Woodlands, TX 77380 Luxury leads the way at The Woodlands Waterway Marriott Hotel & Convention Center. Situated in the heart of the city, this hotel affords easy access to premier dining venues and is just a 30-minute commute from downtown Houston. The Marriott also boasts a fitness center, spa and stylish guest rooms.
RESERVATIONS: (281) 367-9797 or at txssa.org/web/Conference/Hotel_2019 ROOM RATE: $225 per night (plus tax). Reservation cutoff date is Monday, September 23. There are a limited number of blocked rooms, and our block often sells out, so book today! for three days of networking, education Joinand a trade show u chock-fulls of experts at the premier event for the self-storage industry in Texas. TSSA’s annual conference gives you the opportunity to not only learn, but also to make new connections, see old friends and learn from other attendees in a variety of unique, entertaining and meaningful ways!
REGISTRATION QUESTIONS? Call us at (888) 259-4902.
CONFERENCE REGISTRATION FEES REGISTER EARLY REGULAR EARLY TODAY! TSSA MEMBERS Before 9/9 9/10 - 9/28 9/29 and After TXSSA.ORG FULL REGISTRATION First TSSA Member $500 $575 $650 Add'l TSSA Member $450 $525 $600 One-Day Only $300 $325 $375 CANCELLATION POLICY Refunds, less $50, will be issued for NON-MEMBERS registrations canceled in writing no later than Full Registration $700 $775 $850 September 29, 2019. Cancellations after One-Day Only $400 $425 $475 this date are non-refundable. Substitutions with advance notice will be accepted at no ADDITIONAL TICKETS additional charge. Non-members attending and subsequently joining TSSA within 30 days Guest $200 $225 $250 after the end of the conference (no later than Trade Show Only $50 $50 $50 November 15, 2019) can apply the difference Charity Poker Tournament $125 $125 $125 between member and non-member conference Tournament Spectator $30 $30 $30 fees to their first year of TSSA dues.
TXSSA.ORG | 2019 TSSA ANNUAL CONFERENCE GENERAL INFORMATION
BE SOCIAL Get the latest updates from TSSA #bigideas19 before the event and onsite, share your own experience by tagging your posts #bigideas19 and get live updates with Facebook. Connect with other attendees using the TSSA Big Ideas Conference App.
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ATTENDEE INFORMATION CONSENT TO USE OF Questions? Call us at (888) 259-4902. We’re here to help. PHOTOGRAPHIC IMAGES Visit txssa.org to learn more, find helpful links and register Registration and attendance at, or participation in, TSSA your team for the Big Ideas Conference today. meetings and other activities constitutes an agreement by the registrant to TSSA’s use and distribution (now and in the future) of the registrant or attendee’s image or voice CONFERENCE APP in photographs, videotapes, electronic reproductions and Download the 2019 TSSA Big Ideas Conference App from audiotapes of such events and activities. your app store. Use the app to look up times and locations of sessions, create your own schedule of events, download session handouts, connect with other conference attendees and more! CONFERENCE ATTIRE Conference is business casual. Layered clothing is suggested as temperatures in meeting rooms can fluctuate.
2019 TSSA ANNUAL CONFERENCE | TXSSA.ORG GENERAL SESSION
GENERAL SESSION & KEYNOTE PRESENTATION “Perceptual Reality: The Secret to Thriving in a Competitive Environment”
MONDAY, OCTOBER 14 9:00 – 10:00 a.m. Things have changed. Amazon and the IoT (Internet of Things) have changed the game for virtually all retailers and providers of services, such as your typical self-storage facility. And the game will only change more as time goes on. Some markets are experiencing over-supply of storage and the salvos of pricing wars and discounting have sounded. Other markets don’t suffer from over-supply, but it is still a challenge to create a brand that resonates with customers and maintains a competitive edge. So, what does it mean to succeed today when it comes to today’s environment? What defines success for you and your customers? How do you create sustainable success in an environment that is changing, even when the competition really heats up? SCOTT DEMING, RCI Scott Deming is an international keynote speaker, How important is creating satisfied customers? Deming says that business trainer and author and a leading authority should NOT be your goal! on the topics of teamwork, successful sales Come hear the true secrets to thriving and succeeding in any techniques, brand building and creating the ultimate environment, and decide what to do next about the brand your customer experience. He is the author of the best- storage facility has—or will soon—create. selling business books “The Brand Who Cried Wolf” and “Powered by Purpose.” He is also the creator and host of “SuccessCast,” an internationally-syndicated podcast. Scott’s marketing company RCI has won numerous awards for his programs and processes for both clients and employees, including The Business Journal’s “Most Inspiring Business of the Year.”
ROUND TABLE DISCUSSIONS MONDAY, OCTOBER 14 2:30- 4:00 p.m. TUESDAY, OCT. 15 10:30 a.m. - 12:00 p.m. A perennial favorite among our attendees, our two sets of round tables gives you six chances to be part of 25 up-to-the-minute facilitated problem-solving discussions. Hear solutions from the session leaders as well as other attendees. There is something for everyone!
TXSSA.ORG | 2019 TSSA ANNUAL CONFERENCE EDUCATION SESSIONS
LEAD MANAGE
STAFF/TEAM LEADERSHIP DAILY OPERATIONS
Building and Maintaining a Great Self-Storage Show Me the Money: Managing Revenue in a Workforce/Team Competitive Market Denise Bowley, Grow Your Storage; Vianney Jasik, Trusted Mike Gately, Trusted Self Storage Professionals and Cassie Self Storage Professionals; Tristina Volesky, Strat Property Dodgen, Storage Plus Management/Lockaway Self Storage »» Understanding the impact of pricing »» Best strategies for hiring right »» Working towards a win-win formula—How to achieve »» Practical tips for behavioral interviewing bonuses »» Compensation in today’s market »» Seeing the impact of rental rates on the facility’s success »» Keeping employees energized and motivated (and yours!)
Are Your Store Employees Dishonest? Ideal Manager Workshop, Part 1 How to Catch Them Anne Ballard, Universal Storage Group and Sue Haviland, Amy Nolan, The Storage Place and attorney Murphy Klasing, Haviland Storage Services Weyser, Kaplan and Zuber In an interactive two-part workshop, two of the industry’s best »» True stories of dishonesty at sites trainers join forces to teach managers how to: »» “An ounce of prevention”—how to let employees know »» Succeed in selling you’re watching »» Work your facility’s strong points—and not get bogged down »» What to do when the worst happens in its flaws »» Overcome objections (when leasing and when rent is increased) Why KPI is Key: Understanding Owner Key »» Market like a pro with limited resources Performance Indicators »» Recognize you have a vested interest & aren’t a “babysitter” Sarah Cole, Oakcrest Management; Darren Kelley, Right Move Storage; Tom Maxfield, Move It Management Legal Crash Course with TSSA Legal Counsel »» Determining the metrics that drive the facility owner’s Connie Heyer, Niemann & Heyer, LLC happiness »» Top 5 “Stay Out of Court” musts for operators »» Laying the foundation for success »» Foreclosure basics (and advanced tips) »» To discount or not to discount »» Eviction—when and how »» Abandonment—what qualifies and how to handle Empowering Employees to »» Towing vehicles and trailers » Empower Themselves » Electronic transactions: e-mail, text, e-signatures Communications Expert Amy Castro Ideal Manager Workshop, Part 2 »»Avoiding the #1 mistake in employee empowerment Anne Ballard, Universal Storage Group and Sue Haviland, »» Effectively rewarding Haviland Storage Services success and »» Deep dive into the concepts of becoming “ideal” at your empowerment job »» Turning failure into »» How to become a customer service guru (and not let the opportunity “bad” customers get to you) »» Group activities & role playing to drive home what you’ve learned
Amy Castro
2019 TSSA ANNUAL CONFERENCE | TXSSA.ORG EDUCATION SESSIONS
DEVELOP STRATEGIZE
PROPERTY DEVELOPMENT STRATEGIC VIEWPOINT
EARLYBIRD MINI SESSION Navigating the Current Acquisitions Landscape Top 5 Things to Know About Getting Into the Panel: Jim Davies, Talonvest Capital; Scott Levy, CubeSmart; Self-Storage Business Steve Mellon, JLL; Liz Schlesinger, Merit Hill Capital Chris Storm, Sable Realty »» Which firms are acquiring and where? »» What to expect on the debt front »» Tried and true advice from an expert who has owned and »» Finding equity sources sold a portfolio, and is back for Round 2 »» Expected ROI »» Top mistakes to avoid »» Current cap rates—where we are on the spectrum »» The most important tips for lasting success »» Is exit strategy as important as entrance strategy? Anatomy of an Industry Disrupter: CallBox Storage Propaganda or Truth? Really Understanding Kyle Bainter, CallBox Storage Your Market »» Understanding disruption RK Kliebenstein, Metro Storage, LLC »» Philosophy of CallBox »» Competition or compliment to traditional storage? »» Understanding the components that make or break your »» SAS—Storage as a Service: who is the ideal CallBox success in a market customer? »» Has the standard per-capita measurement changed? »» Future plans and markets for CallBox »» What successful developers know—the hard-fought secrets
Focus on Operations: Protecting & Maximizing Your Building Your First Facility: A Primer Facility’s Value in Today’s Competitive Market Rachel Parham, The Parham Group & Pat Nolan, The Storage Place Raheem Amer, Devon Self Storage; Bobby Grover, Big Tex »» Site Selection—It’s more than “I already own the land” Storage; Tim Springer, Move It Storage Management »» How much will this cost me? »» »» Realistic ROI in the current market What needs to be tweaked when the market changes »» »» First steps for success How to fine-tune your property’s performance today »» »» What you can control and what you cannot Using call centers—the pros and cons »» Self-management or third party? Pros and cons »» The latest on marketing in today’s environment Making a Deal Work Taucha Hogue of Newmark Knight Frank and John Manes, The Wild, Wild West or Ghost Town? Today’s Pinnacle Storage Properties Development Market »» How to find partners Robb DeJean, Real Storage; Rick Jones, Advantage Self Storage; »» Equity sources Matt Janes, Rosewood Property Company »» Financing parameters today »» Creating a proforma »» Details about the development pipeline »» Small stakes or institutional investors—finding the sweet »» Has the development market really stalled, or is it just a spot for either matter of finding the right market? »» What does it take to transition from pencil to reality now? A Perfect 10, a Total Zero or Something in Between? How to Buy an Existing Facility Robby Dunn, Pinnacle Storage Properties; Eric Kaplan, Platinum Construction; Brandon Karr, Karr Self-Storage/Marcus & Millichap »» What to look for in an existing facility (and what to look out for) »» Understanding cap rates and how they factor in »» Assessing what self storage looks like in 2019 and 2020 »» Marrying your goals to reality TXSSA.ORG | 2019 TSSA ANNUAL CONFERENCE NETWORKING & SOCIAL EVENTS
SUNDAY SOCIAL — TOP GOLF OUTING NEW THIS SUNDAY, OCTOBER 13 3:00 – 6:00 p.m. YEAR! Top Golf, Spring, TX We are excited to offer attendees the chance to network and have fun at Top Golf in nearby Spring (15 minutes from The Woodlands). This outing will include drinks, food, free play and a fun and interactive team trivia challenge. Never played golf before? Who cares? This outing is fun for anyone, from novice to expert and from the shyest introvert to outgoing mega-extroverts. We will run a bus from the Marriott to the venue on Sunday at 2:30 p.m. (or you can drive directly to the location) and will return attendees to the hotel afterwards. This event is free to anyone registered for any part of the TSSA conference. Our generous sponsors are footing the bill for a truly fun social event. Only one catch—you do need to let us know you’ll be there so that we can provide names to Top Golf, as we must provide an exact head count. Come early and opt into this free social event with your registration.
CHARITY POKER TOURNAMENT POKER ALTERNATIVE: (Optional event. Separate registration fee required.) NEW THIS THE CHILL ZONE SUNDAY, OCTOBER 13 SUNDAY, OCTOBER 13 7:00 – 10:00 p.m. YEAR! 7:00-10:00 p.m. Marriott Waterway Hotel Marriott Waterway Hotel Every year we come together on Sunday night to raise money Non-poker players, we heard you loud and clear! Come hang out for Shriners Hospitals for Children—Galveston by playing on Sunday night in a specially-designated “Chill Zone” next door poker. We have the serious get-it-done poker players playing to poker. Sunday Night football will be on the big screen, plus alongside first-timers. Everyone is welcome and if you go out interactive games for those less sports-inclined. Join us for fun, too quickly, you have a chance to rebuy back into the game! drinks and snacks (who doesn’t love queso?). Show up and spend Sign up to play for $125 a person when you register. You can a few hours hanging out in the “Chill Zone” and getting to know also attend as a spectator for only $30 and help raise funds. your fellow conference attendees. Admission is free.
2019 TSSA ANNUAL CONFERENCE | TXSSA.ORG NETWORKING & SOCIAL EVENTS
OPENING NIGHT COCKTAIL RECEPTION MONDAY, OCTOBER 14 Connect 6:00 – 7:15 p.m. Marriott Waterway Hotel Immediately following the trade show preview, we’ll step into the Marriott foyer and into our own world. With cocktails, hors d’oeuvres and entertainment, take a break and network before dinner (or, make this your dinner!).
NEW MEMBER AND FIRST-TIME YOUNG PROFESSIONALS ACTIVITY Are you a young professional? Ramping up your personal ATTENDEE ORIENTATION storage story? You are invited to meet up with other young We’ve all been there—the first time attending a conference professionals for this interactive activity and challenge, along can be overwhelming. Come to the New Member & First-Time with some sips to help you stay hydrated. Attendee Orientation before the opening general session to help orient yourself. This is a great opportunity to meet fellow new members, first-time attendees and get all the intel you need. The orientation takes place on Monday at 8:15 a.m.
BACK TO THE 80s BASH— LATE NIGHT PARTY MONDAY, OCTOBER 14 9:00 – 11:00 p.m. Baker Street Pub (1 block from Marriott front door) Sponsored by Chateau Products and Energy Roofing Solutions, our late-night party should make for a rollicking good time! With a video deejay, interactive games, cocktails, and pub food made to order, this is a special night you won’t want to miss. If you’re so inclined, wear your leg warmers, hair scrunchy, velvet track suit, Flock of Seagulls ‘do or MC Hammer parachute pants… anything 80s goes! Prizes will be awarded for “Best 80s Look,” but of course, feel free to come just as you are. Baker Street Pub is mere steps away from the front of the hotel. In addition to prizes and entertainment provided by our sponsors, there will be a surprise you won’t want to miss. We are stoked to the max! Be sure to make an appearance and don’t be a McFly!
TXSSA.ORG | 2019 TSSA ANNUAL CONFERENCE TRADE SHOW & PRODUCT INNOVATION THEATER
Innovate 2019 TRADE SHOW Locate, explore and source products and services from the leading industry vendors at the largest state trade show.
EXHIBIT HOURS Need more information or want to visit the Monday, October 14: 4:00 – 6:00 p.m. virtual trade show? Tuesday, October 15: 12:00 – 4:00 p.m. Want to request a free EXHIBITOR LIST trade show pass? Go to txssa.org for an up-to-date list of exhibitors. Visit txssa.org/web/ conference
EDUCATION THEATER IN THE EXHIBIT HALL TUESDAY, OCTOBER 15 Come see exhibitors showcase their newest and most innovative products. These quick, bite-sized presentations will keep you up-to-date on the latest technology in self-storage products and services. « 12:45 – 1:00 p.m. Easy Storage Solutions Using Technology to Take your Self Storage Facility from “Good” to “Great”
« 1:15 – 1:45 p.m. MANAGER MINI SESSION Resolving Customer Conflict in 5 Steps with Amy Castro • Quickly learn a five-step conflict discussion plan that will work for resolving ANY customer complaint • Learn to avoid specific “trigger words” that escalate customer conflict
« 2:00 – 2:15 p.m. Janus International Nokē® Smart Entry Live Demo « 2:30 – 2:45 p.m. PTI Security Systems Improving Security & Operations with Door-Level Security « 3:00 – 3:20 p.m. Phyllis Stovall, Grow Your Storage Manager Mini Session: Asking the Right Questions to Close the Sale
2019 TSSA ANNUAL CONFERENCE | TXSSA.ORG SPONSORS
MEMBERSHIP
BACK TO THE 80s BASH
AISLE SIGNS ATTENDEE BADGES SEATING CUBES
TRADE SHOW HAPPY HOUR TRADE SHOW LUNCH WIFI
HOTEL KEYCARDS CONFIRMATION NOTEBOOK & PEN
DOUBLE-SIDED METER BOARD WATER BOTTLES
BOOTH BINGO CHARITABLE FUNDRAISING A-Lert Building Systems HIGH ROLLER IOA Energy Roofing Solutions Janus International Group Global Roofing Company Sage Storage Insurance Services The Parham Group Selfstorage-IT WaterTight Roofing Storable ANTE UP StoragePug Accent Building Restoration Teamwired, LLC Bader Company Texas Financial Bank OMG Gate Service XPS Solutions Patterson & Associates
Sponsors as of August 27, 2019 TXSSA.ORG | 2019 TSSA ANNUAL CONFERENCE TEXAS SELF STORAGE ASSOCIATION 595 Round Rock West Dr., Ste. 503 Round Rock, TX 78681
txssa.org Register now!
2019 ANNUAL CONFERENCE THE WOODLANDS WATERWAY MARRIOTT OCTOBER 13-15, 2019 | THE WOODLANDS, TX Call TSSA toll-free at 888.259.4902!