MODERN STORAGE®
Home/Episodes/Please Be Nice | Modern Storage®

May 21, 2025

Please Be Nice | Modern Storage®

Episode Summary

Modern Storage® breaks down what good customer service actually looks like in self storage, from basic courtesy to handling the scenarios no training manual quite prepares you for. The episode tackles the recurring challenge of guests who push boundaries, including the classic question of whether someone can live in their unit. It is a candid, funny, and practical conversation about setting standards for your team and your facility.

Key Takeaways

1

Simple customer service principles like politeness and clear communication go a long way in self storage operations.

2

Boundary-setting is a real and ongoing part of managing a storage facility, and your team needs to be prepared for it.

3

Training staff to handle awkward or unusual situations with consistency and confidence protects both the business and the customer experience.

Episode Notes

Running a self storage facility is more than managing units and collecting rent. It requires building a team that can handle the full range of human behavior that walks through the front door every day. In this episode of Modern Storage® Unpacked, Modern Storage® focus on staff training and what it actually looks like to prepare your team for the conversations nobody warned you about when you got into the storage business. The episode centers on the fundamentals of customer-facing communication in self storage. Saying please, being patient, staying calm under pressure, these are not just soft skills. They are operational tools that directly affect tenant retention, online reputation, and the day-to-day atmosphere of your facility. Modern Storage® breaks down why investing in basic interpersonal training matters just as much as teaching staff how to use your management software or process a payment. Of course, no episode about storage staff training would be complete without addressing the situations that fall outside normal customer service scenarios. Unauthorized occupancy, or tenants attempting to live in their storage units, is a persistent issue across the self storage industry. It creates liability for the operator, safety concerns for other tenants, and puts staff in the uncomfortable position of enforcing rules with people who may be in genuinely difficult circumstances. Modern Storage® talk through how to handle these situations firmly and fairly, and why having a clear policy in place before the issue comes up makes all the difference. The tone of this episode is grounded and honest. Self storage operators, especially those running smaller or independent facilities, often wear many hats and may not have formal HR or training resources to draw from. Modern Storage® Unpacked speaks directly to that reality, offering practical perspective from people who have dealt with these situations firsthand. The squirt bottle reference in the episode description captures the spirit well, sometimes the job calls for a sense of humor alongside your professionalism. Listeners who manage storage facilities, train front desk staff, or are considering entering the self storage industry will come away with a clearer picture of what good tenant communication looks like in practice. This episode is also useful for anyone building out an employee onboarding program and looking for real-world framing around difficult conversations and rule enforcement. Ultimately, this episode reinforces a core principle that runs through Modern Storage® Unpacked as a whole: the self storage business is a people business. The units are the product, but the team is what determines the experience. Training that team well, with clear expectations, a respectful approach, and a plan for handling the unexpected, is what separates facilities that thrive from those that struggle to hold onto tenants and staff alike.

Frequently Asked Questions

Common questions about the topics covered in this episode.

Can you actually live in a storage unit?

No. Living in a storage unit is prohibited by virtually every storage facility lease agreement and is illegal in most jurisdictions due to building codes and zoning laws. Storage units are not designed for human habitation and lack ventilation, plumbing, and safe electrical access. Facilities that discover unauthorized occupancy are required to address it and can face liability if they allow it to continue.

How do self storage managers handle tenants who are using their unit as a home?

Trained staff are taught to recognize signs of occupancy such as personal hygiene items, bedding, food, or extended hours of access, and to address it promptly with the tenant. Most facilities start with a direct conversation that references the lease agreement, followed by a formal notice if the behavior continues. In cases where a tenant is in a housing crisis, some operators connect them with local resources before pursuing lease termination.

What should self storage staff training cover for new employees?

Effective self storage staff training should cover lease policies, customer service communication, facility security protocols, how to handle common tenant disputes, and how to enforce rules consistently and professionally. Role-playing real scenarios, including difficult conversations like unauthorized occupancy, helps staff feel confident before those situations arise. A well-trained employee protects the business legally and creates a better experience for paying tenants.

How do storage facilities balance being friendly with enforcing strict rules?

The most effective approach is to train staff to be warm and direct at the same time, treating rule enforcement as a service to all tenants rather than a punitive action toward one. Using clear, non-confrontational language and referencing the lease agreement keeps conversations professional. Facilities that invest in this kind of communication training tend to see fewer escalations and stronger tenant relationships over time.

As a self storage investor, should I care about how staff interact with tenants?

Yes, significantly. Staff behavior directly affects occupancy, online reviews, and tenant retention, all of which impact net operating income and property value. Facilities with poorly trained staff tend to have higher turnover, more disputes, and greater legal exposure, especially around sensitive issues like lease enforcement. Evaluating the training culture and customer service standards of a facility is a meaningful part of due diligence.

Enjoying the show?

Subscribe and never miss a new episode of Modern Storage® Unpacked™.

Listen on SpotifyWatch on YouTube

Mentioned in this episode

The Modern Storage® facilities and services this conversation covers.

More Episodes

View all →
Self Storage Hot Takes: Keep It or Get Rid of It? 🔥 | Ep. 86 | MODERN STORAGE® Unpacked™

Oct 14, 2026

Self Storage Hot Takes: Keep It or Get Rid of It? 🔥 | Ep. 86 | MODERN STORAGE® Unpacked™

"If you haven't used it in a year, get rid of it." Sounds completely reasonable… until we're talking about the clothes in YOUR closet that still have tags on them. 🔥 In Episode 86 of MODERN STORAGE® Unpacked™, Hannah and Kaylee are taking on self-storage hot takes in a round of agree or disagree — and let's just say they are not always on the same side of the table. From decluttering rules to moving in the summer, they're weighing in on the advice everyone has heard — and finding out exactly where their opinions fall apart. Some takes are easy. Others get surprisingly personal. And at least one of them ends in a full closet defense. 😂 In this episode: Agree or disagree: if you haven't used it in a year, it's time to let it go The clothes we haven't worn in years — and why we're absolutely still keeping them Seasonal items and the very valid "someone might need this someday" argument Moving in the Arkansas summer and the one opinion that finally brings them together ☀️😅 How differently we all think about our stuff — and what that means for storage Whether you're planning a move, clearing out your home, renting a storage unit, or working in the self-storage industry — come ready to pick a side. 👀 Which hot take do you agree with — and which one would you fight to the death over? Drop it in the comments. 👇 🔔 Subscribe to MODERN STORAGE® Unpacked™ for more storage tips, facility tours, industry insights, and the occasional friendly debate! About MODERN STORAGE® Unpacked™ Hosted by Hannah and Kaylee, MODERN STORAGE® Unpacked™ brings you practical storage advice, real-life scenarios, honest opinions, and conversations from inside the self-storage industry. A podcast by Modern Storage® — proudly serving communities across Arkansas with locations in West Little Rock, North Little Rock, Riverdale, Shackleford, Bryant, Bentonville, Springdale, Lowell, Maumelle, and Hot Springs. 🌐 https://www.modernstorage.com/ 📸 Instagram: https://www.instagram.com/modern.storage 📘 Facebook: https://www.facebook.com/modernstorage 🎵 TikTok: https://www.tiktok.com/@modernstorage 💼 LinkedIn: https://www.linkedin.com/company/modern-storage ▶️ YouTube: @modernstorage #ModernStorageUnpacked #ModernStorage #SelfStorage #Decluttering #MovingTips #StorageTips #HotTakes #ArkansasStorage #ClutterFree #StorageLife #AgreeOrDisagree #MovingDay #SummerMoving #SelfStorageLife #StorageIndustry #ArkansasMoving

Read Episode
Our Storage Facility Got a Little Spooky 👻 | Modern Storage® #Shorts
ShortFacility Management

Oct 10, 2026

Our Storage Facility Got a Little Spooky 👻 | Modern Storage® #Shorts

Modern Storage® gets into the Halloween spirit with a lighthearted short that brings some spooky fun to the self storage world. This episode features a ghost who apparently has great taste in eyewear, making for a playful seasonal moment from the Modern Storage® team. It is a quick, festive break from the usual industry content that shows the personality behind the brand.

Watch Short
Moving in Summer? We Already Know How This Ends 🥵
ShortCustomer Questions

Oct 8, 2026

Moving in Summer? We Already Know How This Ends 🥵

Modern Storage® tackles one of the most universally dreaded moving experiences: relocating in peak summer heat. This episode pulls a clip from Episode 86 of Modern Storage® Unpacked™: Self Storage Hot Takes, where the conversation around summer moving lands with immediate, shared recognition. It is the kind of topic where both sides of the debate are wrong, and everyone already knows it.

Watch Short

Never miss an episode.

Subscribe and get new episodes every week.

SpotifyApple PodcastsYouTubeiHeart Radio