Behind every profitable self-storage facility is a great manager. While owners may handle the big-picture strategy, it’s the manager who ensures daily operations run smoothly, customers stay satisfied, and financial performance remains strong. Yet, many facility owners underestimate just how crucial their manager is—or worse, they fail to keep them around.
Losing a great manager can be a costly mistake. Poor management can drive occupancy rates down, damage the property’s reputation, and even result in financial or legal issues. On the other hand, a skilled, dedicated manager can turn an underperforming facility into a thriving business. Understanding how to find, retain, and support strong managers isn’t just good practice—it’s essential to long-term success.
The Value of a Strong Manager
A self-storage manager wears many hats. They are responsible for:
- Maximizing Occupancy: A good manager knows how to attract and retain tenants, keeping units filled and revenue flowing.
- Ensuring Full Collections: Late payments and delinquencies hurt cash flow, but a diligent manager keeps payments on track.
- Maintaining the Property: A well-kept facility appeals to customers and prevents costly repair issues down the line.
- Avoiding Liability Issues: Whether it’s security, safety, or compliance with local laws, a responsible manager helps owners steer clear of legal trouble.
- Protecting the Property’s Value: If you ever plan to sell, a well-managed facility with high occupancy and strong financials will command a better price.
A skilled manager doesn’t just maintain a facility—they actively improve its performance, making them one of the most valuable assets an owner can have.
The Damage a Poor Manager Can Cause
While a great manager drives success, a bad one can quickly derail it. A poorly run facility suffers from:
- Decreasing Occupancy: If customer service is lacking or the facility is mismanaged, tenants will leave for competitors.
- Collection Issues: A manager who doesn’t enforce payment policies will lead to revenue losses.
- Property Neglect: Poor maintenance can result in regulatory violations, insurance issues, or loan covenant breaches.
- Theft or Fraud: An untrustworthy manager can embezzle funds, steal rental income, or give unauthorized discounts.
- Regulatory Problems: A facility that isn’t up to code may face fines, lawsuits, or even forced shutdowns.
- Loss of Property Value: When it comes time to sell, a mismanaged facility will be worth less than what was invested in it.
An owner’s worst nightmare is hiring the wrong person and giving them the keys to the business. That’s why finding and keeping a strong manager is a top priority.
Strategies for Retaining a Top-Tier Manager
Once you have a skilled, reliable manager, your next challenge is keeping them. Here’s how:
- Pay Them What They’re Worth
If your manager is good at their job, you can bet competitors will try to recruit them. Offering competitive pay ensures they stay loyal to your business. - Give Them Autonomy
Great managers don’t need to be micromanaged. If they are meeting occupancy and revenue goals, let them handle daily operations without unnecessary interference. - Recognize and Reward Performance
Set clear, measurable goals for your manager, and when they achieve them, reward their efforts. Performance-based bonuses or pay raises can go a long way in keeping them motivated.
Managing Without Micromanaging
It’s natural for an owner to want control over their investment, but constant oversight can be counterproductive. The key is tracking performance without suffocating your manager’s ability to do their job.
A good system for monitoring management should include:
- Occupancy Tracking: Regular updates on rental activity and occupancy rates.
- Collections Reports: Ensuring rent payments are collected in full and on time.
- Facility Condition Checks: Periodic video or photo updates of the property’s upkeep.
- Budget Reviews: Monthly discussions comparing actual financial performance against budgeted projections.
These tools provide owners with visibility into their facility’s performance without interfering with daily operations.
What Drives Good Managers Away
If you have a strong manager, the last thing you want is to push them toward quitting. Here are three common mistakes that make good managers leave:
- Underpaying Them
If you don’t compensate your manager fairly, they will eventually seek out better opportunities. - Micromanaging Their Every Move
Checking in too frequently, questioning every decision, or installing surveillance cameras to monitor them will only create frustration and resentment. - Forcing Them to Defend a Poor Product
If your facility is overpriced, rundown, or has unresolved maintenance issues, your manager will struggle to attract and retain customers. When they feel they can’t do their job effectively, they’ll start looking for a new one.
Conclusion
A self-storage facility is only as strong as the person running it. Managers handle everything from tenant relations to financial performance, making them the backbone of any successful operation.
To retain top-tier managers, owners must offer fair compensation, provide a level of trust and autonomy, and implement systems that track performance without excessive oversight. A facility that treats its managers well will see better occupancy, stronger revenue, and long-term success.
In sports, a football team can’t win without a great quarterback. In self-storage, your manager is your quarterback—make sure you’re giving them the tools and respect they need to lead your business to victory.