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Welcome back to Self Storage Lab, the podcast where we deconstruct how operators are adapting to today’s technology-driven landscape—and what it means for the future of the industry.

This episode’s guest is Robert Madsen, president of U-Lock Mini Storage Group and the Canadian Self Storage Association. Robert’s story is rooted in the early days of the industry in Canada, having grown up working in his family’s first converted warehouse facility. Today, he leads one of British Columbia’s most recognizable storage brands and is a fierce advocate for the Canadian self-storage industry.

In this episode, we explore:

• How Robert’s early days sweeping floors at his family’s storage facility shaped his long-term passion for the industry.
• The operational lessons he brought back to self-storage after a stint managing airport operations at Vancouver International Airport.
• Why he believes AI adoption needs a “wow moment” to truly click across teams—and how he's leading that change from the top down.
• What makes the Canadian self-storage market fundamentally different from the U.S., and why that matters for operators and investors alike.

If you’re interested in the intersection of legacy, leadership, and the future of tech in storage, this is one you don’t want to miss.

Also in our queue: Episode 20: How top operators are redefining security and access in self storage w/ Lynn Sykes & Eric Gardner

In this episode we discussed:

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(00:00:20) From childhood chores to national leadership—Robert’s self-storage origin story.
(00:05:00) Detouring into airport ops—and what storage can learn from aviation.
(00:08:59) Crisis calm—why emergency landings prepared Robert for anything in storage.
(00:12:23) Climbing the corporate ladder…and choosing self-storage over silos.
(00:16:00) More than just stuff—why self-storage is about serving life’s transitions.
(00:19:30) Hiring for empathy—what Robert looks for in customer-facing team members.
(00:21:24) Bringing AI into ops—from call analysis to weekly training video automation.
(00:26:56) How Robert got his team to "get" AI: a live demo that changed everything.
(00:29:53) Creating an AI-literate culture—leadership’s role in empowering experimentation.
(00:32:56) Canada ≠ U.S.—misconceptions, consumer behaviors, and population scale.
(00:36:00) The cost of doing business—land, taxes, and pricing pressure in Vancouver.
(00:42:00) Must-haves for Canadian customers: safety, cleanliness, and professional service.
(00:44:00) Why Canada lacks lien laws—and how CSSA handles policy advocacy.
(00:48:00) The tax battle—why being labeled “passive income” is hurting operators.
(01:00:22) Final advice for operators—optimize now, train relentlessly, and control what you can.

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Mentioned in This Episode:

Internal Tools & Innovations

• AI call scoring and conversion review
• AI-generated 52-week training curriculum
• Internal video production pipeline
• Strategic use of ChatGPT for playbook building

Industry Inspiration

• The Checklist Manifesto by Atul Gawande
• Waymo and robotic storage models
• CES trends and AI demos
• Strategic Coach and EOS for leadership discipline

Favorite Nuggets

• The emotional side of storage: life transitions and trust
• AI’s role in coaching and operations
• Gratitude and curiosity as a daily practice
• The $700 Canadian 10x10 unit and its pricing implications

Miscellaneous Mentions

• “Counter Confessionals” podcast idea
• Maple syrup buttermilk chicken
• Avoid the white gravy “poutine”
• Storage Madman alias online

🔗 More from Robert & Team:
https://www.selfstorage.ca
https://cssa.ca

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If you haven’t already, go download the second edition of our industry report “The State of Technology in Self Storage”. We cover a ton of data points focused on how operators should think about putting The Modern Customer at the center of their universe.

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