erb Chelton has been named the 2024 Manager of the Year by the Tennessee Self Storage Association (TNSSA), a well-deserved recognition for his exceptional leadership at Stor-N-Lok in Brentwood, Tenn. With 29 years of managerial experience, his journey is one of resilience, hard work, and an unwavering commitment to customer service.

Chelton’s path to becoming a manager began at an early age. Growing up on a dairy farm, he started working when he was just 10 years old. After graduating high school, he joined the military and was stationed in Korea for three years. His time in the military was marked by a range of responsibilities, from decoding secret messages to teaching English at local schools. Chelton’s military service instilled in him a deep sense of discipline and responsibility.

Following his military service, he worked for 25 years with the state health department, where he honed his skills in dealing with the public. He also ventured into small business ownership, running a luggage cart franchise at the airport. However, an accident on a tractor left him hospitalized for 27 months. Chelton mentions that this was “one of the most difficult moments of his life,” not only debilitating him but forcing him to reconsider his career trajectory. Despite his hardships, he always kept a determined attitude. “I want to be a responsible person. I’ve always worked hard; I’m pretty much self-taught in the things that I do,” he says. It is this determination and self-motivation that led him to the self-storage industry.

Chelton’s entry into self-storage was an unexpected turn. Many jobs were unwilling to hire him due to his condition after his accident. When he applied for a part-time position at Stor-N-Lok, he was hired on the spot. His initial weekend on the job was followed by a swift promotion when the manager unexpectedly left and Chelton was offered the role. The kismet opportunity to live on site also worked in his favor, providing the flexibility he needed due to his condition.

As he reflects on his transition into management, Chelton humorously recalls how it “only took a couple of days” to get into the role. His ability to adapt, work hard, and be resourceful helped him rise to the top.

Throughout his tenure, Chelton has consistently sought ways to improve operations and ensure that Stor-N-Lok stands out in a competitive industry. He recalls starting with a basic DOS system but eventually pushing for a more efficient, purpose-built program. His decision to implement SiteLink has been one of his proudest accomplishments. SiteLink has provided a detailed, comprehensive system for managing all four of Stor-N-Lok’s locations, streamlining operations, improving collections, and maintaining customer satisfaction.

His role has evolved beyond day-to-day management; he now oversees hiring, training, and operations for all four locations. His hands-on approach ensures that the team is well-prepared and informed, with each location operating smoothly and with the same standards. This also trickles down to loyal tenants. He claims that the amount of late collections is incredibly low, leaving them with little to worry about. “We had one person out of 700 that was two days late,” he says. This is impeccable, as many self-storage businesses struggle with chronically delinquent tenants.

A key part of his leadership style has been making sure the managers and assistant managers are fully involved and capable of handling responsibilities across the board. While there was resistance to having the assistant managers intricately involved, it has proven to be a successful push on Chelton’s part, as when managers are unavailable, ill, or let go, there are assistant managers to pick up the slack. This has created a strong, collaborative team that is committed to providing top-notch service.

For Chellton, customer service is the cornerstone of Stor-N-Lok’s success. He encourages his team to provide the best possible experience from the moment customers walk in the door. Many customers come to Stor-N-Lok with no prior experience in self-storage, and he believes it’s crucial to guide them through the process, answering questions they might not even know to ask. Whether it’s assisting someone going through a divorce or helping a family store belongings after a loved one’s passing, he understands the importance of empathy and care in the self-storage business.

More appealing aspects of Chelton’s management style and Stor-N-Lok are their facilities’ design; all four of them, including 3,000 units, are strictly ground level, making their units easily accessible. They offer both climate-controlled units and non-climate-controlled units, giving various price options for their tenants. Chelton makes sure he is involved in the industry overall, visiting other self-storage facilities and seeing how they compare.

One memorable story he shares is of a woman who had rented a storage unit in 1997 and came back years later, only to find that the items stored there (old plush toys) were no longer needed. The woman had spent $29,000 on that storage unit, only to dispose of the items shortly after retrieving them. For Chelton, this story encapsulates the uniqueness of the self-storage business: helping people store and move on with their lives while providing a service that is essential in their time of need.

Chelton’s approach to leadership is one of inclusivity. He values the input of every manager and team member, fostering a sense of family and camaraderie within the company. He emphasizes that employee involvement is critical for success, and it’s evident in the longevity of his staff. Many employees have stayed with him for over a decade, a testament to his respectful and supportive management style.

The company also has a reputation for hiring retired individuals, offering them stability and a sense of purpose. He notes that living on site is part of the compensation package, but it also ensures the security of the facility, making it a mutually beneficial arrangement for both employees and the company.

As Chelton looks ahead, he reflects on a career that has been deeply fulfilling. “I don’t put anything off, and I like what I do,” he says. Despite being “pretty well banged up” from years of hard work, he is proud of what he has accomplished. He’s also proud of the culture he’s built at Stor-N-Lok, one that prioritizes service, collaboration, and dedication.

For other aspiring managers, his advice is simple but powerful: “You can’t rate anything higher than customer service.” He stresses that understanding the customer’s perspective, no matter what challenges they may be facing, is crucial. Providing excellent customer service isn’t just about the transaction; it’s about building relationships that last.

His leadership at Stor-N-Lok exemplifies what it means to be a true manager—someone who leads by example, empowers their team, and prioritizes the needs of the customer. As the recipient of the 2024 Manager of the Year award, Chelton’s legacy is one of excellence, innovation, and unwavering dedication to both his team and his customers.