In self storage, every system you rely on has to earn its keep. Software isn’t just another tool — it’s what keeps revenue flowing, tenants satisfied, and teams aligned. When it falls short, the impact shows up fast in missed details, lost time, and stalled revenue growth.
Few operators understand that better than Mike Minervini, co-owner of Lasso Self Storage, whose recent expansion offered a crash course in the real-world difference between buying software and building a partnership.
When Mike and his partner Chris Rahman acquired three new facilities, the new Lasso Self Storage team faced a steep operational climb. They inherited almost no tenant data from the previous owner, needed to set up new systems fast, and couldn’t afford costly downtime. What came next proved that switching software doesn’t have to be a struggle. With the right partner, even a complex rollout can become a model of clarity and execution.
In self storage, reputation carries weight. Many operators, especially when acquiring new properties, default to legacy systems that have been around for decades. Familiar names feel safe. But “proven” doesn’t always mean practical — especially for modern, multi-facility operations.
“We were always told it’s the Cadillac of software,” Minervini says of the system Lasso first adopted. “But it didn’t feel modern. It was partially downloaded onto a PC, which immediately limited flexibility. We wanted something fully web-based, accessible anywhere, and built for how people actually work today.”
Still, it wasn’t the technology itself that broke the deal. It was the process. “Onboarding facilities with the legacy provider was arduous,” Minervini recalls. “It wasn’t explained. There was no step-by-step plan. We felt like we were being thrown into it — and that’s what pushed us to look for another partner.”
For Minervini and Chris, that moment was clarifying. The issue wasn’t just functionality — it was fit. They didn’t want another vendor; they needed a partner who could guide their team through the most critical phase of adopting any new platform: implementation
Making a technology switch mid-acquisition isn’t easy. But for Lasso, continuing down the wrong path posed a bigger risk than switching to a new solution.
The team chose to pivot to a modern, web-based platform that aligned with their operational goals — and, just as importantly, one backed by a team that understood the pressures independent operators face when scaling quickly.
The difference was immediate. “I feel like it’s 2025,” Minervini says. “We’re finally using software that looks and feels like it belongs in today’s world.”
But the real game-changer came from how the new system was implemented. Instead of sending a login link and leaving the team to figure it out, their onboarding specialist, Ravi, began with a conversation — not a tutorial.
“Ravi reached out right away,” Minervini recalls. “He set up a meeting with my partner Chris and I to go over what the onboarding process would look like, what was expected of us, and the timeline. It wasn’t just helpful — it gave us confidence that this was under control.”
That early structure became the foundation for success. “Having that initial meeting, telling us exactly what to do, setting deadlines — that was a game-changer for actually getting it done.”
With three new facilities to bring online, the clock was ticking. Lasso’s team needed to move fast — and their onboarding partner matched their urgency.
“And he got it done,” Minervini says. “Ravi pushed us when we needed it. He’d say, ‘I need this file, I need that data.’ It wasn’t pressure for the sake of it — it was collaboration. It felt like a team effort the whole way through.”
That partnership didn’t end at launch. Once the onboarding phase wrapped, Lasso transitioned smoothly to ongoing support with their dedicated Customer Success Manager, Alan, ensuring continuity beyond implementation.
“It’s like the trifecta,” Minervini says. “Sales, onboarding, customer success — everyone’s on their game. You don’t see that kind of coordination very often.”
In self storage, operators often focus on the product — the features, the pricing, the integrations. But as Minervini learned, the real determinant of long-term success isn’t the software itself; it’s how effectively it’s implemented.
“Onboarding is where everything either comes together or falls apart,” he says. “You can have the best software in the world, but if the setup process is confusing or unsupported, it won’t matter.”
A true technology partner doesn’t simply hand off a system. They take ownership of the outcome — guiding the operator through every step, setting clear expectations, and holding both sides accountable to the plan. That’s what turns onboarding from an obligation into an advantage.
What Lasso experienced isn’t unique. Across the industry, operators are facing a widening gap between what their legacy systems were designed to do and what today’s business requires. The self-storage customer journey is now digital from end to end — from lead capture to lease signing to payment — and operators need systems that can keep up without adding complexity.
For independent owners, the lesson is clear: technology should simplify, not complicate. Implementation isn’t a box to check; it’s the foundation that determines how much value you’ll ultimately get from the platform.
When done right, onboarding creates alignment between software and strategy. It gives operators clarity, control, and confidence that their systems will support growth rather than slow it down.
For Lasso Self Storage, switching software mid-expansion could have been a setback. Instead, it became an inflection point — the moment they found a technology partner whose process reflected their own values: structure, accountability, and shared ownership of success.
“It was night and day,” Minervini says. “Before, we felt like we were on our own. Now, we have people who care about getting it right.”
For independent operators everywhere, the takeaway is simple: modern technology matters, but the people and process behind it matter more.
A software platform can run your business — but a true partner can help you grow it.