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ISS BLOG – 10 Worthy Lessons I’ve Learned as a Self-Storage Manager
As a self-storage facility manager, you’re the heart of the operation. This means you must know your job and perform it well. An industry professional with considerable experience shares the 10 things she’s learned from managing five facilities in three states.
C. Allman
November 29, 2024
4 Min Read
Over the years, I've been a manager at five self-storage facilities in three states, and I’ve learned something new at every single one. Here are 10 lessons I've gleaned along the way. Maybe you’ll find them useful, too!
1. Be Empathetic
When your neighbors come to rent self-storage, it’s usually related to something that upends their life. It could be a move, whether sudden or planned, or a death in the family. It might’ve even been a fire or some other catastrophe. Listen, be there for them, rent a unit and help them cross one more thing off their list. I joke that we often are like social workers, but it’s a storage manager's reality.
2. Don’t Be Bossy, But Don’t Be a Doormat
I once had a supervisor I didn’t like, but he accidentally gave me a great piece of advice. He said, “Be firm but fair.” You know the rules, so don’t let a self-storage tenant try to talk you into breaking one. If you do it one time, it’s like a landslide. Be firm with any team members, but don’t be a shouter. And don’t micromanage. They’re adults, not kindergartners.
3. Step Up
Managing a self-storage facility gives you a great deal of autonomy, and the performance and appearance of the business reflect on you. People notice if it’s dirty or rundown, for example. Step up when there’s something to be done. Never let trash hang around. If you see it, pick it up. Broken light? Change it. Be nosy. Treat the property like it’s your own.
4. Know Your Facility Inside and Out
I know the RVs, cars and boats that are on my site. I know there’s an area behind one set of units where tenants like to hide stuff they don’t want. I know there’s a skunk that lives near a bank of units. I know which spaces are prone to leaking and check them accordingly. I know where the motion sensors are and look to see if they’re blocked. I can walk or drive through my facility, and if there’s something out of place, I will find it because I know my facility.
5. Be Organized
A place for everything and everything in its place! There are days when you’ll be so busy that you’d forget your head if it wasn’t attached, and then there are slow days. On your busiest day, know where to find to the office keys, lock-cutting equipment, move-out forms, etc. This will save you time and anxiety.
6. Know How to Prioritize
This ties in with being organized and applies to daily work, collections and everything else. If someone is in the office, they’re your priority, so let the phone ring. You have a roof leak? You’d better get that fixed, ASAP. Need to complete a report for your owner or corporate office? Step up, prioritize and finish those tasks.
7. Know Your Rental Agreement and State Lien Laws
Trust me, you’ll get someone who enters the office in a rage and tries to flim-flam you about their past-due unit and the amount of late fees, hours of operation, etc. So, know your self-storage contract, backward and forward. If you follow the lien laws of your state, auctions should be a breeze. Following them to the letter protects you and your company.
8. Be Positive
Do this even when your gate is completely covered by tumbleweeds, someone left a mattress by the dumpster, there’s a random pile of poop (please be from a dog, please be from a dog), or your coworker accidentally rented a unit for the wrong price. Everything is solvable. Your attitude affects everyone around you. Also, positive feedback is infinitely more motivating than critical remarks.
9. and 10. Ask Questions and Communicate
Effective self-storage managers know what questions to ask. Did the roofing contractor stop by? What did he recommend? The facility software isn’t working … did you call the vendor? Know who to call when something goes awry.
I leave notes for my coworkers. I ask them if they noticed any lights out during their walk-through. Or I might tell them Tenant X is moving in on Sunday or don’t forget the post office is closed on Monday. And they do the same, so I’m not surprised when I come in, and neither are they. I encourage them to ask questions and not just guess. If I don’t know, I let them know who to call for the answer. Make a list or carry a notebook of phone numbers for supervisors, contractors, utilities, etc., so they’re easy to find when anyone needs them.
As a self-storage manager, you represent your facility owner. When you know your stuff, it shows. You’ll get more referrals, repeat tenants and increased rentals. Go get ‘em, managers! You got this.
C. Allman is a self-storage manager in California. A proud mom and military veteran, she has 12 years of industry experience. She’s managed multiple facilities in California, North Carolina and Washington.
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