The Importance of a Self-Storage Operations Manual

Thank you to our guest blogger, Sue Haviland of Haviland Storage Services!

Don’t Re-invent the Wheel – Get a Template and Start!

Many people believe that once they obtain a self-storage operations manual template or purchase one from a vendor, their work is done. However, there’s so much more to consider. These manuals need to be updated and evolved over time; it’s not a one-and-done situation. Buying a manual and simply putting it away to collect dust isn’t sufficient.

Now, with digital files, it’s easier than ever to keep them up to date. You can regularly update the manuals and have your employees acknowledge receipt of the updates. However, I’ve noticed that many companies still neglect this process. During audits, I’ve encountered situations where the employee policy and procedure manual is just a copy of someone else’s work, without even the company name. I often ask, “Does this manual accurately reflect your operations?” For example, if the manual mentions having wine storage, I’ll inquire, “Where is the wine storage?” and be met with, “Oh no, we don’t have that.” Similarly, I’ve found issues with references to mailboxes and trucks that simply don’t apply to their setup.

An Operations Manual is NOT an Employee Handbook

I treat my policies and procedures with the same importance as my employee handbook, but it’s crucial to emphasize that they are two separate documents. Some people mistakenly think they are the same, but they serve different purposes. I believe it is essential to notify everyone whenever a change is made. It’s important to ensure that staff not only know about these changes but also understand how to access the policies and procedures. We want to avoid letting these documents gather dust on a shelf or become outdated.

Moreover, I ensure that all materials are kept in a digital format for easy access.

Update, Update, Update!

Some sites prefer to keep a physical copy in a binder, and that’s perfectly fine. They can print and store it, or sign the digital version electronically. This makes it easy to implement changes—if we need to update anything, we can do so quickly.

Regarding updates, we typically aim for one every year and a half, but I would prefer to do this annually. Right now, as we prepare for upcoming changes and the addition of new team members, I’m having our office review our current documents to identify any discrepancies or areas for improvement. After that, we will release another update.

I approach this from the perspective of someone who began my career in California, where regulations are strict, and compliance is vital. We must adhere to so many rules, including various disclosure requirements, which leads me to update our employee handbook frequently. In a typical year, I might make 10 to 20 updates, even if they are just minor wording changes. It seems necessary to refresh these materials regularly.

Generic Operations Manuals Don’t Work

I customize the documentation for each of my stores because, as I mentioned before, some have certain services that others don’t. I avoid including sections that don’t apply to a particular store since that would just add unnecessary information for employees signing off on things they don’t have.

If an employee works at multiple locations, having an electronic version is beneficial. They can easily access sections they might not be familiar with or haven’t been trained on yet.

For example, some stores offer moving trucks, so there’s a dedicated section on truck procedures and their implications for us as a vendor. We also have some stores that offer mailbox services, and others that provide shredding services.

Additionally, I think about RV storage and outdoor parking, including the differences in procedures related to lien laws and towing regulations. Each store has specific sections tailored to its services.

Safety Procedures Should Be Included

Security procedures may vary depending on the store’s size and staff. Some locations may have semi-remote management or may not operate with full staff or designated maintenance personnel. For sites with designated maintenance people, we’ve included a section about tools and company units, which I find important.

We also have sections dedicated to safety data sheets and guidelines for maintaining your binders. This is a standard procedure across all sites, but it can be quite extensive. It includes straightforward procedures for managing our master vendor list and the requirements that vendors must meet to work on our properties. We ensure there are clear written instructions on our insurance requirements and other relevant details.

Additionally, we maintain a master spreadsheet for our passwords and the criteria for updating them. This also covers our physical asset lists, vendor details, and other important information related to our properties. Overall, it’s essential to keep everything organized and up to date.

Every New Employee Should Have a Chance to Read the Manual

It’s basic 101. These manuals should really serve as a guide for new employees. When you bring someone on board, you hand them the manual and say, “You’re going to spend the day reading this; it will help you understand how to do your job.”

For instance, a storage consultant may need to fill in for someone on maternity leave for three months. Suddenly, they may have to handle the entire auction process, which isn’t part of their regular duties. In those cases, they can refer to the manual. It covers essential information such as the opening, closing, month-end, and year-end checklists.

Don’t Get Overwhelmed – Start with a Template

The operations manual is a living, breathing thing. It really is. It can be hard and quite daunting for people who are just starting to build one of their own, especially if they aren’t familiar with it. I’ve noticed that when people call me for help customizing their manual, they often ask, “What else? What else?” They tend to overthink things. The best approach is to simply start with the basics. Once you establish those, you can build them. It’s much easier to identify what you’re missing after laying a solid foundation.

While I’m not a huge fan of AI, I believe tools like ChatGPT can be useful here. For instance, you could ask it to generate a few paragraphs on how to safely handle a specific task. It should be relatively easy for an owner to incorporate that information.

Just a word of caution regarding AI-generated content: always read what it produces. Don’t assume the information will be perfect; ensure it’s accurate and relevant.

Be Sure Your Manual is Personalized for Your Store

It’s crucial that you personalize your operations manual by adding or removing content to make it your own. There are always new developments to consider, like worker safety, which varies by state and company. So, I recommend using the basic template as a starting point, then copying, pasting, and modifying as needed.

But, whatever you do, don’t be without one!