Why Extra Space Storage Calls Its Headquarters the Store Support Center
Why does Extra Space Storage call its headquarters the Store Support Center? Learn the story behind the name, former CEO Spencer Kirk's leadership philosophy, and how a culture of supporting store teams continues today.
At Extra Space Storage, we call our headquarters the Store Support Center (SSC). The name reflects a simple idea about how we work together. Our corporate teams are here to support the team members who serve customers and operate our stores every day. That philosophy goes back to former CEO Spencer Kirk, who wanted the name of our headquarters to reflect its purpose.
The Story Behind the Name
When Extra Space founder Ken Woolley partnered with Spencer Kirk in 1998, the company was preparing for a new period of growth. Kirk focused on building the team and organizational structure needed to support that growth, bringing in experienced leaders across operations, marketing, technology, accounting, and other functions.
He also helped establish a philosophy about how those teams should work together. Rather than viewing corporate headquarters as the center of authority, Kirk wanted to emphasize its responsibility to the people working in the field.
In an interview, Extra Space founder Ken Woolley reflected on Kirk's approach to leadership and the importance he placed on supporting employees at every level of the company.
"He named our headquarters the Store Support Center, or the SSC for short. And he wanted the people here at the [SSC] to be there to support those in the field, because we recognized that the people in the field are what really make it happen," Woolley explained.
Putting the Philosophy Into Practice
That approach to leadership extended beyond the name of the building. Extra Space CEO Joe Margolis recalled traveling to stores with Kirk and watching him pick up trash, help clean, and approach customers to ask if they needed assistance.
"He wasn't too proud, [and] these types of tasks that he asked other people to do weren't beneath him," Margolis shared. "And I think that's a great example of leadership."
Kirk also made time to hear directly from store managers through town hall meetings, where team members could ask questions, share concerns, and provide feedback to company leadership. These conversations helped keep the perspectives of field teams part of company decisions.
Today, that same philosophy continues to shape how our teams work together. Store team members bring firsthand knowledge of customer needs and day-to-day operations, while teams at the SSC provide the tools, technology, and resources that help stores operate successfully. Both perspectives are essential, and collaboration between them helps Extra Space continue to improve.
Another Name With Meaning
The Store Support Center isn't the only example of how team names reflect their responsibilities. Extra Space also refers to its call center as the National Solutions Center (NSC).
The team has evolved considerably since Extra Space first introduced centralized call support to help store managers better serve customers. Today, the NSC does much more than answer phone calls. The team supports customer interactions across multiple channels, including social media inquiries, online reviews, and rental kiosks, as CMO Dayna Hathaway discusses in her Inside Extra Space Storage podcast interview.
The name better reflects the team's work, helping customers find solutions across multiple channels while supporting our stores and the broader business.
A Culture of Supporting One Another
Extra Space has grown from a small group of storage properties into a nationwide business, but the thinking behind these names hasn't changed. As Extra Space's incoming CEO Noah Springer explained, "The property is important, and it is an important asset, but our number one asset is our people. If you talk to the managers, district managers, and facility service managers, the people at those stores keep us running."
Whether we're working in a store, at the SSC, or at the NSC, we all have a part in supporting one another and creating a better experience for our customers.
Learn more about the people and leadership philosophies shaping Extra Space Storage on the Inside Extra Space Storage podcast. Interested in joining our team? See our current career opportunities.
