LOOK WHO’S TALKING
of tenants’ stored items, Struewing advises keeping detailed records through a maintenance log. This documentation can be helpful if a tenant attempts to accuse the facil- ity of negligence. Furthermore, facil- ity signage should be used to remind customers of the rules and warn would-be criminals of site surveil- lance. And at least one sign should highlight the list of items prohibited from storage (hazardous materials, food, combustible/flammable items, weapons/ammunition, stolen/il- legal items, etc.). Owner-operators should also ensure that property managers are conducting daily lock checks and obtaining identification from tenants; both of these prac- tices can nip potential problems in the bud. Finally, owner-operators should make protecting custom- ers’ data a priority by utilizing data
encryption, using strong passwords, controlling access to sensitive infor- mation, and properly disposing of any personal information that may be discovered during a lien sale.
• EMPLOYEE TRAINING – Ultimately, the self-storage managers are the ones responsible for enforcing your policies and following your proce- dures, so make sure you train them well. You should also encourage them to provide customers with storage tips that can keep their belongings in good condition. To prevent rodent damage, managers could tell customers to vacuum the food crumbs from their furniture and clean their barbeque grills before placing them in storage. Managers should review the list of prohibited items with customers during the rental process to ensure they are not storing potentially dangerous things.
Cover Your Assets Struewing’s final words of wisdom: Offer a tenant insurance product. “It’s far better to have the custom- ers insured than not,” he says, adding that astute owner-operators also buy the most comprehensive insurance products available for their business.
Indeed, comprehensive insurance coverage can be the calm within the storm for tenants; knowing they will be compensated for damages after disasters and accidents occur surely provides some peace of mind.
Erica Shatzer is the editor of Mini-Storage Messenger, Self- Storage Now!, Self-Storage Canada, and MiniCo Publishing’s annual Self-Storage Almanac.
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