Self Storage 101
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"Trusted, Objective, Honest"

Operations Manual

The 'Facility Operations Manual' from Self Storage 101 is a comprehensive guide for managers and owner/operators. This guide references the day-to-day tasks, policies and procedures necessary to operate a self-storage facility for maximum revenues, profits and asset value improvement.  

Self Storage Owner/Operators have far too much time, money, capital and credit invested in their self-storage assets to leave the management of those assets to chance. This new manual is perfect for the independent operator looking for a clear and concise set of policies and procedures for effectively managing their self-storage facility.  The table of contents for this 150-page book shows the extent to which this manual covers the day-to-day operational tasks of managing your self-storage facility:

TABLE OF CONTENTS

The Operations Manual 5
SECTION 1-A OPENING AND CLOSING THE OFFICE 6
Getting Started In the Office 6
Closing Up the Office 8
SECTION 1-B  PAPERWORK FLOW 9
Transaction paperwork 9
Facility management paperwork 9
Management Processed Reports 10
SECTION 1-C REVIEW DAILY REPORTS 11
SECTION 1-D DAILY TASKS & OFFICE SET UP 12
Bank deposit 12
Lock Checks 12
Site inspections 15
Monthly Site Tasks 16
Office Set Up 17
Necessary files 17
Establishment of company units: 19
Petty Cash 20
Receipt of Vendor Invoices and Packing Slips 21
SECTION 2-A SELLING STORAGE SPACE 22
Sales and Service Philosophy 22
Why do people need a storage unit? 22
Interesting Facts 25
Lead Tracking and Follow-Up 28
EFFECTIVE SALES 30
Step 1: Be Prepared and Know Your Product 30
Size guidelines: 33
Step 2: Properly Greet the Customer 34
Standard Telephone Greeting: 36
Using Price Stalls 38
Step 3: Determining Customer Needs 40
Step 4: Presenting Features and Benefits 43
Step 5: Overcoming Objections 46
Step 6: Closing the Sale 50
Effective Closes 51
What if You Are Not Able to Close 52
SECTION 2-B RENTING A SPACE 53
Cross Selling 58
Renting a space to a commercial tenant: 62
Renting a parking space: 63
SECTION 2-C TAKING PAYMENTS 64
Accepting Credit Cards 64
General Policies regarding payments 66
SECTION 2-D VACATING A SPACE 68
Normal Vacate Checklist 70
SECTION 3 - DELINQUENT TENANT MANAGEMENT 72
Collections 72
Fair Debt Collections Practices 74
Making Collection Calls 76
Documentation 77
IMPORTANT POINTS REGARDING MAKING COLLECTION CALLS 78
The Lien Process 81
What is a Lien? 81
Most Common Lien Sale Mistakes 82
Selling a unit at auction 84
SECTION 4 - HANDLING UPSET CUSTOMERS 87
Handling Difficult Customers 88
Handling customer complaints 91
Effective listening 92
Customer Service No-No’s 93
SECTION 5 - SELLING MERCHANDISE 94
SECTION 6 - DISCLOSURE OF INFORMATION 95
SECTION 7 - MISC CUSTOMER ISSUES 96
Request to Cut Lock 96
Tenant bankruptcies 96
Bankruptcy Tips 97
Processing a deceased customer’s space 98
Abandoned Goods 100
Abandoned Vehicles 100
SECTION 8 - SAFETY AND MAINTENANCE 101
Site Safety and Health Policy: 101
General Safety Rules: 102
Safety Tips for working on site: 103
Maintaining the Property 106
Unit Inventory 106
Maintenance and Repairs 106
Dumpster 109
Lighting 109
Gutters and Rainspouts 109
Office and Equipment 110
Gate Operation 111
Hazardous Waste 111
Strategies for Controlling Toxic Problems 112
Requesting Maintenance 114
Emergencies 114
Accessing a Customer’s Space 114
Police 114
Warrants 114
Assisting an Officer or Government Official 115
Property Damage 115
Fire 116
Explosion 116
Tenant Injury or Illness 117
Preventive Maintenance 118
SECTION 9 – Security Procedures 120
Security Overview 120
Security Rounds: 121
Outdoor RV Spaces 123
Lock Audits 123
Photo Identification 125
Electronic Gates: 125
Gate Code Procedures 126
Break-ins: 127
Robberies: 129
Preventive Measures for Robberies 129
During a Robbery 130
After a Robbery 130
Property Damage 131
SITE FORMS APPENDIX 133
Self Storage 101 149


At only $79.95 this manual is the complete reference guide you need to insure your self-storage facility is functioning at its peak efficiency.

Order your copy of the new Self Storage Facility Operations Manual from Self Storage 101. CLICK HERE to order your copy.