The bathroom’s rarely swept. The handcarts are dirty and have been for two years. Lights get left on in the office overnight. You have to guess whether or not your unit spreadsheet is actually up-to-date. And when’s the last time the parking lot got any attention?
Self storage managers have a lot to remember, but when things keep getting missed, you lose leads and tenants. It’s possible to reduce or eliminate human error – if you do it right. With a new approach to memory and attention, we’ll set your manager up for renewed success.
It’s no secret technique. Enter "Pointing-and-Calling," a crucial piece of Japanese railways for over 100 years.
We make mistakes because we stop paying attention. Assuming you’ve hired a manager with the right traits, they’re not intentionally forgetting to sweep or check every unit. And this is a problem when you consider the number of negative Google Reviews related to poor maintenance or a run-down storage facility.
Japanese train conductors use "Pointing-and-Calling" as a way to ensure meticulous attention to detail, even in cases where they’ve performed an action a thousand times.
Here’s how it works.
During a routine inspection before taking off, train conductors in Japan physically point to every single detail and say the checklist item’s state out loud.
Doors–clear. Safety light–green. Track–clear. Timetable–confirmed.
That’s just a quick example. But in an industry where a mistake can cost a life, this over-the-top process reduces errors by nearly 85%. And while we’re not in a high-stakes industry, a mistake can mean you don’t secure a renter.
So what can we learn from the meticulous attention to detail used on Japanese railways?
There’s another lesson underneath the whole thing: conductors on Japan’s railways aren’t just pointing things out. They’re breaking tasks down into smaller steps and putting focus on each item, one at a time.
Think of it like this. When your manager’s about to take out the trash at your self storage facility, consider two approaches. You can say, “Take out the trash” or say, “take out the bathroom trash. Take out the main office trash. Empty the lot trashcans. Check the dumpster,” and so on. The second method covers the whole routine, but it gives space for each individual item as its own distinct segment.
If you’re manager’s missing parts of the cleaning and maintenance rounds, troubleshoot how you’re breaking the tasks down.
As a first priority, does your manager have a checklist for opening, closing, facility rounds, cleaning, or maintenance? If you’re not using a checklist, start by implementing one. A checklist is an external working memory–even if your manager forgets an item, the list won’t forget!
From there, you can get even more detailed. Is your manager sweeping the facility generally, but tending to miss a certain spot that tenants always notice? Break cleaning tasks like sweeping down into smaller areas. If your handcarts never get cleaned, ensure it’s on the checklist and not just part of a general “clean everything” directive.
Using a checklist that clearly breaks down what needs attention and when, you’re emulating Pointing-and-Calling. Make a large task into smaller tasks. Call attention to the details with intention. Repeat.
Practicing a detailed cleaning and maintenance routine eventually builds a habit that keeps your storage facility looking like the right choice for a potential tenant.
So it’s probably not necessary to ask your manager to start Pointing-and-Calling everywhere - though there are places it could help. Your manager could definitely emulate this technique when checking vacancies and delinquencies during the facility rounds.
Unit 101–vacant. Unit 102–overlocked. Unit 103–no lock.
Is the extra level of detail worth it? Nigel Kreft of Elevate Structures shares his perspective on maintaining a clean and inviting storage facility.
“Perception is reality, and that’s what people rent from you.”
"Pointing-and-Calling" is all about intention. So even if this technique doesn’t sound like the right vibe for your storage facility, there’s still an important takeaway.
Details in cleaning and maintenance get taken care of when there’s a process in place for focused attention.
Maybe it’s a matter of using a checklist where you aren’t. Our Operator Toolkit has daily checklists that are ready to use and easy to modify.
If your manager’s got the right mindset, an extra layer of personal accountability and professionalism will get them fired up. And that’s the kind of attitude you want to communicate to your customers!
Give your manager more to work with. Our free templates and day-to-day operations advice will help your storage facility stand out from first impressions to securing a lifelong renter:
How to Manage a Self Storage Facility
5 Underrated Benefits of Curb Appeal
Turn Your Tenants Into Champions [Self Storage Customer Service Guide]
At StoragePug, we build self storage websites that make it easy for new customers to find you and easy for them to rent from you.
