ore often than not, professional accolades are bestowed upon people who have decades of industry experience, those who rise through the ranks as they gradually learn the tricks of the trade. But every now and then, someone new comes along who has such a strong work ethic that they shine bright from day one. Such is the case with this year’s Manager of the Year winner, Marie Laffoon, manager at Porterville Storage in Porterville, Calif.
Since joining the facility in 2022, she has transformed it into one of the most successful storage operations in the region. In less than 20 months, she stabilized a 700-plus unit location, which was ahead of the projected lease-up—a milestone that’s rarely achieved in such a short period of time for a property of such size. She hasn’t only attracted tenants, she has been instrumental in keeping them long term, with an impressive 95 percent retention rate.
“When Marie started with us, she had zero self-storage experience,” says Porterville Storage Owner Wayde Elliot. “But what she brought was something you can’t teach: relentless drive, creative problem-solving, and genuine care for every single customer.” He adds that Laffoon treats every single Porterville facility like it’s her own business, and that she always prioritizes the customer experience. “What really gets us is how much she genuinely cares about people. She’s available 24/7 for tenants. We keep telling her to take a break, but she won’t listen. This is just who she is.”
“Marie was very welcoming and guided me throughout the whole process of renting out a storage unit. I appreciated her time. Haven’t had service like that in a while. Thank you, Porterville Storage.”
“Porterville Storage is a great place! Marie was kind, courteous, very professional, and helped us with our U-Haul return! A very clean place to store your items! Thank you, Marie!”
“I love this company! They are very nice and helpful, especially when it comes to the payment, and I had trouble paying it on time. They are there to help you out. And I want to give a shout out to Marie for the help.”
“Gerri and Marie have been beyond nice and helpful, and the new facility is top notch. They’ve made the transfer from the old facility to the new an easy transition. I highly recommend this facility! Thank you for everything.”
“Porterville storage is the best! I could go on about how amazing this place is! The facility is always top tier clean, and staff is so welcoming; I never doubt my belongings are in a safe, secured, clean place. Let’s talk staff though. Staff is where it’s at! Gerri and Marie go above and beyond for everyone! They are always showing their appreciation in every and any way they can and in such fun ways like giveaways. This month was a Blackstone grill, and guess who won! That’s right, me! They truly show that they give their heart and soul to their customers. If you’re looking for a storage unit, you won’t be disappointed. Definitely give Porterville Storage a try. You won’t regret it!”
For those of you keeping track, the Porterville Storage owner loves her, customers love her, and here’s yet another testimonial from one of the general contractors who worked on the move to Porterville’s new location: “As a contractor, I regularly work with managers and staff from client organizations, and in this case, Marie truly exceeded my expectations,” says Gary Day. “She played a critical role during job site development, walks, and meetings, offering valuable insight on everything from driveways, spacing, parking lot layout to labeling lanes, and site access. We truly appreciate her input. Things would not have gone nearly as smoothly without her.”
Laffoon’s aware of all these praises, and she’s happy that customers are so satisfied with their experience at Porterville Storage. “I’m very proud of our reviews because customers give them after we’ve already established a relationship,” she says.
Music: “At our old facility, we had to walk a long way to get to the restrooms, and one day, I noticed that the only thing I could hear were the buzzing lights.” Did she just shrug and go about her day? Absolutely not! “Whenever you go shopping, or even to the dentist’s office, there’s always music. And I like that idea. Play something happy and positive and it will make people’s day better. It’s fun.”
Popcorn: This is one of her favorite perks, and she’s happy to offer it. “Most offices have a water fridge, and maybe a snack bar or coffee,” says Laffoon. “I wanted to do something more; and one time I was at a furniture store and noticed a popcorn machine. I thought it was such a great idea! People come in, smell the popcorn, and start snacking on it, instantly relaxed.”
Laffoon makes clear that she’s always seeking ways to create good experiences for everyone, which in turn makes her enjoy her job even more. “You can always tell when people like their job versus when they don’t,” she says. “You usually don’t want to return to a place where people don’t like their job. But here, you’ll see that we love being here, that we love what we do, and that you’re going to feel appreciated.”
Then there are the Blackstone giveaways. “I thought of doing the giveaways for a couple of reasons,” she says. “First, it’s another way to make customers feel appreciated. It’s also a good way to get them to interact with us and have conversations. And I also like that it gives me the opportunity to learn their names. I always like greeting people by name.”
The thought alone would make most managers cower, but not Laffoon. She immediately got to work by acting as project manager for the entirety of the relocation. She coordinated tasks with professional movers and personally contacted every single tenant to fill them in on what was about to come. She guaranteed the safe transfer of their belongings. She also showed up at the facility at 4 a.m. and left well after 6 p.m. for the entire month it took to complete the move, documenting each aspect of the operation to ensure everything was done according to plan. What would have been a logistical nightmare for most people highlighted her commitment to conducting extraordinary work, no matter what comes up. In the end, the relocation strengthened tenant trust in her and Porterville Storage. It’s the kind of professionalism that elevates any brand.
As if that weren’t enough to phone it in the rest of the year, Laffoon raised the bar by coming up with ways to optimize the customer experience once the move was completed. The complimentary RV wash bay being one example, as well as providing free ice for tenants and all the fun elements that make visiting Porterville Storage a memorable experience. These details may appear simple, but they make life easier for tenants when they are already in a time crunch before or after an RV trip.
She also offers excellent advice to anyone who’s new to the industry. “Have patience and compassion, and understand that everyone’s situation is different,” she says. “Mold yourself to what their needs are. Instead of having them meet your objectives, listen to understand what they need and make sure everyone leaves feeling happy and appreciated.”
Overall, Wayde Elliot is eternally grateful to have her on their team. “We often say, only half-jokingly, that we wish we could clone Marie, and we mean it. She truly embodies the gold standard of what it means to be an exceptional facility manager.”
That’s putting it mildly. The way she works inspires trust from both her coworkers and tenants, and she’s clear that it’s the least she can do. After all, self-storage is all about safekeeping people’s memories and prized items, often when they’re going through big life moments. She knows that it’s not always easy to part ways with mementos.
“If a tenant trusts us with their possessions, they deserve the best—every time,” says Laffoon. “My goal is to greet them with a smile and stand up whenever they come in, and they are truly appreciative.”
