Get everyone on the same page - staff, tenants, everyone. All parties should know what to expect in a given situation. Consistency and preparation are your keys.
How do you handle that one tenant? The one who is always causing problems - do you kick them out? Can you kick them out? What do you say?
Every self storage operator faces this problem. Difficult tenants are unpleasant and unavoidable, but there are ways to make these tough situations less awful.
In this blog, we're diving into common situations self storage operators face with the help of Melissa Huff, an industry veteran and owner of Lighthouse Storage Solutions. Whether it's a bad attitude, property damage, or unpaid rent, you'll know how to solve the problem with as little pain as possible.
When you encounter a tenant with a bad attitude (it's bound to happen one day), the first and best thing to do is respond with professionalism and empathy.
Don't fight fire with fire. When a tenant gives you an attitude, respond with the opposite. If you want to diffuse a tense situation, you have to stay calm and collected. Plus, you don't want to get into a confrontation and end up with a bad review.
Of course, this isn't easy.
First, remember that they're having a bad day, too. Perhaps something happened earlier in the day and they're already feeling overwhelmed, so this minor inconvenience feels really big to them.
Don't invalidate their feelings, even if you don't believe that you or the facility is at fault. In fact, as the saying goes, you should kill them with kindness.
If you don't know what to say to a disgruntled self storage tenant, here's a great example of how to respond with professionalism and kindness:
"I'm so sorry to hear that. This must be frustrating. I'll see what we can do to solve this issue for you."
If you don't feel certain that you have the answer to their problem, don't hesitate to reach out to someone who does, even if that means the tenant has to have a little patience.
At the end of the day, not every tenant will appreciate your professional response, but showing kindness and willingness to help may be the very thing that stops them from leaving.
However, there will be a tenant who simply doesn't need to be there anymore. If you have a tenant who has repeatedly caused issues or shown aggression, it's time to say goodbye.
Melissa Huff says that manager training is essential for this scenario, because sometimes you just have to be put your foot down.
Here's how to respond to rude self storage tenants:
Most tenants don't intend to become delinquent.
Most people who sign up for a lease agreement are serious about it and try to pay their dues on time. The average tenant you'll work with isn't a scam artist - even when it feels like the late payments are piling up.
Some tenants genuinely fall on hard times or simply forget to pay on their billing date. Other tenants may stop paying and abandon their unit altogether.
Offering automated payment through your self storage website is a great way to help tenants avoid delinquency.
However, there will always be a tenant who simply won't pay, even with automated payment options and multiple reminders. When this happens, you have to take action.
If nothing comes of payment reminders, it's best to send them a final notice of the next steps that will be taken if you don't receive payment by a specific date.
If you need advice on how to send a final notice to a tenant, reach out to your local self storage association and see if they have any recommendations or resources.
How to deal with tenants who don't pay their rent:
Accidents happen.
Whether it's a dent in the roll-up door, a big stain on the floor, or someone backing up their vehicle a little too far, most property damage is not intentional.
That being said, your tenants should always disclose property damage. Your lease should clearly outline tenant responsibilities when it comes to damage, so they should already know what is expected of them.
Some storage operators have property insurance that covers this kind of damage, but tenants may still be liable for covering the cost of some repairs.
If the tenant doesn't address the damage first, or worse, you think the tenant did it on purpose, you'll need to take certain steps to resolve the issue.
When you address the damage with your tenant, lead with a calm and professional demeanor.
Here's an example:
"We recently noticed some property damage [describe damage] and are looking for information about how this damage occurred. Since the damage is near [or in] your unit, we wanted to reach out to see if you have any information. Please give us a call when you can."
![An image of a quote that states, "We recently noticed some property damage [describe damage] and are looking for information about how this damage occurred. Since the damage is near [or in] your unit, we wanted to reach out to see if you have any information. Please give us a call when you can."](https://www.storagepug.com/hs-fs/hubfs/How%20to%20Handle%20a%20Problem%20Tenant%20at%20your%20Storage%20Facility3.png?width=1302&height=452&name=How%20to%20Handle%20a%20Problem%20Tenant%20at%20your%20Storage%20Facility3.png)
Simple and non-accusatory! You're letting the tenant know you are aware of the damage, but not immediately placing the blame on them.
After all, it genuinely might not be their fault.
Whether the tenant responds to you or not, you'll want to contact your insurance company and discuss coverage with your agent. If your lease specifies an amount that the tenant is responsible for, you'll need to notify them.
If your tenant fails to respond at all, use your best judgment on whether it's serious enough to pursue further action.
What to do when a self storage tenant damages property:
Self storage is notorious for giving you all the space of a studio apartment for a quarter of the price. So, it's hardly a surprise that more and more economically struggling people are choosing to live in their storage unit.
However, over the years, this has resulted in some seriously dangerous consequences.
Any seasoned operator knows that live-in tenants are a tricky situation.
Not only is it difficult evicting someone who clearly does't have a home, but it's also an urgent matter. If you're aware of a tenant living in their storage unit and fail to take action, you could face legal consequences. It is illegal to live in a storage unit in every US state.
If you're paying attention to your business, you should start seeing signs of someone moving into their storage unit. You may notice things like frequent visits, late-night activity, or even the constant presence of food on the premises.
Don't be afraid to question someone who you may think is creating a new home.
Melissa Huff emphasizes the importance of identifying potential problems and approaching tenants in an article for the Texas Self Storage Association.
Once you've confirmed that a tenant is living in their unit, you'll need to address them quickly. Let them know that it is a violation of the lease agreement, and it's unsafe for them to stay there.
If you need help figuring out what to say, here's an easy prompt you can use:
"Due to our lease agreement and safety concerns, we can't permit anyone to live in their storage unit. Please move out of the unit immediately. I understand that you may be facing difficult times. We're happy to connect you with local organizations that can help."
This approach leads with facts and compassion. Connecting them with helps puts you on their side - even while you're having to kick them out.
How to deal with live-in self storage tenants:
Remember: Tenant confrontations don't have to lead to fights. With preparation, you and your team will know how to respond with firmness and compassion.
Many of the points mentioned above require you to take a stand, be strict and upfront – and that doesn’t come naturally to everybody.
You can protect your business, enforce the rules, and still show empathy and kindness.
To ensure your staff is ready for these scenarios, take the time to train and practice with them so that everyone is in the same boat. Melissa Huff emphasizes the importance of education and how she approached training with her team.
"I have found that training for this type of thing works better when it is interactive. One thing I have done in the past is to bring together my staff in a small group of 10-15 people and go through real life examples together. Real life examples always work best!"
"I've pulled samples of phone calls and I've used examples that managers have shared with me. If done right, even hard calls can be worked through in a group setting. We would go over how the interaction was handled then talk through other options," Huff said.
Remember, lead with professionalism first, document incidents as needed, and use sound judgment to resolve the situation in the best interest of you and your tenant.
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