Leadership and Accountability in Self Storage: Getting the Best from Your Manager Without Becoming the Villain

Leadership and Accountability in Self Storage: Turning Engagement Around

I stopped into a self storage facility not long ago, and right away I could tell something was off. The manager was behind the counter, but not really there. No energy. No interest. Just going through the motions. The place itself was fine—clean enough, lights on, doors working—but the heartbeat of the facility was missing. And when the manager checks out, you can bet the customers feel it too.

That kind of disengagement doesn’t happen overnight. It’s usually the result of leadership gaps, lack of support, or unclear expectations. The good news? It can often be turned around.

How to Turn It Around

First, start by removing the obstacles. Managers who look checked out are often managers who are frustrated. They might be fighting outdated systems, struggling with staffing, or simply unclear on what success looks like. Step in as a leader and ask the simple question: “What do you need from me to succeed?” Then follow through—whether that’s better training, more support, or just the right tools to do the job.

Next, set clear expectations. Engagement comes from ownership, and ownership comes from knowing what you’re being measured against. Define the benchmarks: occupancy growth, rental rate management, customer review scores, and the standard of cleanliness and safety you expect from your facility. Accountability is about results, not micromanaging the daily routine. Review performance regularly, celebrate wins, and when things fall short, address it with curiosity and problem-solving, not blame.

Finally, lead with service. Servant leadership doesn’t mean you’re soft; it means you’re invested in helping your people succeed. Show your manager that you’re a partner in their success. When they feel trusted, supported, and still accountable, that disengagement can flip into motivation.

And If You Can’t?

The reality is, not every manager will turn the corner. Sometimes the lack of engagement runs deeper—maybe they’ve burned out, maybe the role isn’t the right fit, maybe they’re just collecting a paycheck. If you’ve removed obstacles, provided tools, set expectations, and invested in leadership, but the needle doesn’t move, you owe it to yourself and your business to make a change.

A disengaged manager isn’t just an employee problem—it’s a facility problem. Customers notice, reviews suffer, occupancy drags, and before long, your investment takes the hit. At that point, leadership means making the hard call: either reset expectations with a serious accountability conversation, or find someone new who can carry the standard you’ve set for your business.

Because here’s the truth—your self storage facility will only ever be as strong as the person running it day-to-day. You can’t afford to settle for “checked out.” Leadership is about creating the conditions for success, and accountability is about making sure they’re met. And when you get both right, your facility doesn’t just operate—it thrives.