How to Improve Self-Storage Tenant Management

August 2, 2024

In the self-storage industry, excellent tenant management can translate into a seamless, satisfying customer experience that drives retention and boosts your business reputation. Robust self-storage management software that automates many steps in the customer journey delivers quality service at speeds that exceed client expectations. This means you can solve problems before they arise and focus more energy on creating positive interactions with your tenants.


In this article, we'll explore strategies and technologies for streamlining tenant management so your customers remain happy and loyal to your business.

Clear Communication

Transparent and frequent communication is vital in tenant management. Clear communication builds trust, reduces misunderstandings, and ensures tenants feel informed and valued. When tenants know what to expect and feel their concerns are heard, they will likely stay long-term and recommend your facility to others.


Consider using automation for:

  • Email: Send automated reminders for rent due dates, maintenance updates, and important notices.
  • SMS: Provide quick text notifications for urgent issues, access code changes, or promotional offers.
  • Phone Calls: Set up automated call systems for emergency notifications or personalized follow-ups.


Tips for Effective Communication

  • Set Expectations: Clearly outline what tenants can expect from your facility regarding policies, procedures, and response times.
  • Update Often: Keep tenants informed about any changes, maintenance schedules, or new features through regular updates.
  • Add a Personal Touch: Addressing tenants by name or sending personalized messages can communicate that there’s more than a computer on the other end of the line.

Streamlined Onboarding Process

A smooth onboarding process reduces stress for new tenants and showcases your facility’s professionalism and efficiency from the start. Your website should provide clear information about onboarding, with a step-by-step guide that outlines the entire process. 


Tips for Seamless Onboarding

  • Initial Inquiry: Provide clear information about unit availability, pricing, and facility features on your website.
  • Application Process: Offer a simple online rental process that utilizes electronic contracts, payments, and signatures.
  • Approval and Documentation: Once approved, send a welcome email with detailed instructions for the next steps.
  • Move-In Instructions: Provide a detailed move-in guide, including access codes, facility rules, and tips for a smooth transition.
  • Welcome Package: Consider providing a small welcome package with helpful information and contact details for any further assistance.

Efficient Payment Systems

Various payment options are key to accommodating tenants' preferences and ensuring proper revenue management. Set up automatic communication reminders to let customers know when their payment is due.

Regular Maintenance and Cleanliness

Regular maintenance checks are essential to keep the facility in top condition and prevent minor issues from becoming major problems. Here are a few tips for keeping your facility clean and secure:

  • Routine Inspections: Schedule monthly or quarterly work orders to address leaks, pests, structural damage, and general wear and tear.
  • Seasonal Maintenance: Conduct specific maintenance tasks based on the season, such as winterizing the facility or inspecting HVAC systems before summer.
  • Security System Checks: Test and maintain surveillance cameras, alarms, and access controls often.
  • Cleaning Schedule: Implement a consistent cleaning schedule for common areas, hallways, and individual units as needed.

Security Measures

Strict gates and access control are crucial to protecting your facility and tenant belongings. You should review and update security protocols regularly to ensure everything works properly and there are no weak points.

  • Security Cameras: Install high-resolution cameras throughout the facility, including entrances, exits, and critical areas. Ensure cameras continuously record so you can review the footage if necessary.
  • Gate Access: Use a gated access system with individual codes or key cards, restricting entry only to authorized personnel and tenants.
  • Lighting: Ensure the facility is well-lit, particularly in access points, parking areas, and common walkways. 
  • Alarm Systems: Equip units with individual alarms that activate when unauthorized access attempts occur. Facility-wide alarm systems can also alert your staff to any breaches.

Invest In Robust Customer Management Technology 

Self-storage management software with a built-in Customer Relationship Management (CRM) system can significantly improve your tenant management process. For example, with Storage Commander CRM, you can consolidate all tenant information in one place, making it easy to access and manage details, communication history, and account status.


Additionally, automation features for billing, reporting, booking rentals, and other aspects of tenant management will make operations more efficient, therefore improving your customers’ experience.


Free Self-Storage Tenant Checklist

Each element discussed above is crucial in creating a satisfying experience for tenants. Use Storage Commander’s built-in CRM to revolutionize your tenant management process and strengthen your facility’s reputation.


For a list of detailed action items and best practices, download the Self-Storage Tenant Checklist. Download and open it on your desktop for an interactive checklist!