Navigating Staffing Shortages in Self-Storage: Smart Solutions for Property Managers

Staffing shortages aren’t just numbers on a balance sheet. They’re real, daily headaches for self-storage operators juggling too many hats and too few hands. Rising wages, high turnover, and the creeping bite of inflation have turned what used to be a manageable operation into a high-wire act.

In self-storage, where teams are often lean by design, the pressure isn’t just about filling a shift; it’s about maintaining a level of service that keeps renters from walking across the street to the competition. Missed calls become missed rentals. A few unanswered questions turn into empty units. And the weight on your remaining team? It’s heavy.

According to Inside Self Storage’s 2024 report, growing market competition and shifting expectations are tightening the screws. And as inflation continues into 2025, operators are being asked to do more with less.

So what’s the way forward? It’s not about pushing harder. It’s about thinking smarter: leveraging modern tools, remote support, and practical staffing strategies that ease the strain without compromising service.

The True Cost of Staffing Shortages

When staffing gaps go unfilled, the ripple effects can touch almost every aspect of a self-storage operation. Here’s what’s at stake:

• Missed Opportunities: Over 60% of self-storage rentals begin with a phone call, but nearly 40% of customers rent from the first facility that answers. Failing to respond promptly can make a direct dent in occupancy rates and revenue.
• Burnout and Turnover: Lean teams often juggle numerous responsibilities, leading to stress, dissatisfaction, and the eventual departure of valuable staff members.
• Reputation Risks: Delayed responses or unresolved tenant issues can harm customer satisfaction, leading to negative reviews and reputational damage.

According to Modern Storage Media (2025), optimizing staffing strategies is more critical than ever in today’s highly competitive landscape.

Why is Turnover a Persistent Issue in Self-Storage?

Self-storage facilities typically operate with lean teams, sometimes with only a single manager overseeing an entire property. This setup creates vulnerabilities such as:

• Limited Coverage: Illness, vacation, and other absences can leave glaring service gaps.
• Burnout from Multitasking: On-site managers are often responsible for everything, including leasing, marketing, vendor coordination, and tenant interactions.
• Lack of Career Growth: With limited upward mobility, employees may move on to seek better opportunities.

With an annual turnover rate averaging 60% in service industries like self-storage (U.S. Bureau of Labor Statistics), retaining key employees is a persistent challenge.

Solutions to Mitigate Employee Turnover

Addressing the high turnover rates in the service industry requires proactive strategies that focus on employee satisfaction, development, and retention. Here are key approaches to tackle this ongoing challenge:

• Comprehensive Training Programs: Offering thorough onboarding and ongoing training ensures employees feel confident in their roles and capable of handling challenges. Competent employees are more likely to stay engaged and committed.
• Clear Career Pathways: Providing employees with opportunities for growth and advancement creates a sense of purpose and long-term potential within the organization. Regularly communicating available career options can prevent talent from seeking opportunities elsewhere.
• Competitive Compensation and Benefits: Organizations that invest in competitive wages, health insurance, retirement options, and other perks gain a significant advantage in retaining employees. A solid benefits package demonstrates that the company values its team.
• Fostering a Positive Work Environment: Cultivating an inclusive, supportive, and appreciation-driven culture is vital. Recognizing achievements, empowering employees, and encouraging feedback help create a workplace employees are proud to be a part of.
• Flexible Work Arrangements: Modern employees value a work-life balance. Offering flexible scheduling, remote work options, or additional paid time off can increase job satisfaction and loyalty.

By implementing these solutions, self-storage facilities within service-heavy industries can reduce employee turnover, boost team morale, and build a more reliable and productive workforce over time. Tying in call center services to these solutions can relieve the work load allowing property managers and staffing to focus on curb appeal and on-site tasks.

Leveraging Digital Tools to Bridge the Gap

For self-storage operators looking to streamline processes and reduce staffing pressures, modern technology offers a lifeline. These tools can help manage operations and enhance tenant experiences, all while easing the load on on-site teams.

1. Call Center Services- Seamless Software Integration

By utilizing XPS’ Call Center services, provides a seamless extension of your team as we partner with 90%+ of the industries Property Management Software (PMS).

2. XPSchat™ Live Website Chat

XPSchat™ provides instant support by allowing website visitors to ask questions like “What unit sizes do you have?” or “Is climate control included?” and receive immediate, automated responses. Even outside of business hours, the system ensures 24/7 availability by capturing inquiries and forwarding them to live Agents when needed, so no potential tenant is left waiting.

3. MyStorPal App

XPS’s MyStorPal app offers tenants a seamless, self-service experience from their phones. They can manage multiple units, view gate codes, make secure payments 24/7, and even catalog inventory with photos and descriptions, omni-channel, one branded app. The latest update adds move‑out scheduling and an “raise an issue” feature, letting tenants report problems instantly and stay connected with facility staff. With its real-time communication channels, MyStorPal significantly reduces call volume (by roughly 26%), freeing up staff to focus on service and revenue.

Remote Management Companies as a Scalable Solution

When technology alone isn’t enough, self-storage remote management companies like XPS Solutions step in to help operators maintain high service standards. Remote Manager support services offload administrative tasks, tenant communications, and out bound lead follow ups for operations, ensuring no opportunity is missed.

How XPS Solutions Helps Overcome Staffing Shortages:

• 104 Hours of Weekly Call Coverage: Their U.S.-based call centers handle tenant inquiries, leasing questions, and complaints around the clock.
• Remote Managers: These self-storage experienced, experts assist with payments, audits, tenant move-outs, and lead follow-ups so your on-site staff can focus on property operations. Check out more about our Remote Management Suite.
• After-Hours Support: XPS ensures tenant and customer interactions don’t stop after 5 PM, delivering leads even during off-hours.
• Integrated IVR Systems: Tenants can make secure payments anytime, improving satisfaction and convenience.

Professional Mail Services for Compliance & Efficiency

Staying compliant with lien laws and delinquency notices can be a time-consuming burden for property managers. XPS Mail Services offers an automated, secure, and fully managed process that takes this responsibility off your team’s plate.

Key Benefits of XPS Mail Services

Automated Late & Lien Notices: We pull real-time data from your property management system to send notices in compliance with state timelines and requirements.

End-to-End Fulfillment: From printing and postage to folding, stuffing, and delivery, XPS handles every step.

USPS-Verified Mailing: Each notice is tracked with confirmation that it has been sent and processed, helping protect your business from costly legal oversights.

Time Savings for Managers: Free up your staff from administrative tasks and allow them to focus on customer service and operations.

Hybrid Staffing in Action: A Real-World Example

A Texas-based operator with multiple facilities adopted a hybrid staffing model by partnering with XPS Solutions. They retained one on-site manager per property while leveraging XPS for remote leasing, payment processing, and call handling. The results were remarkable:

• 63% Faster Call Response Times
• 22% Increase in Rental Conversions
• $60,000+ Reduction in Annual Labor Costs

This hybrid model proved to be an efficient, cost-saving approach that ensured tenants received the support they needed, all while reducing staffing pressures. Check out Travis Morrow’s testimonial, on how XPS services have streamlined the rental process across his self-storage facilities, filling staffing gaps and capturing rentals beyond office hours.

5 Tips for Managing Staffing Shortages in Self-Storage

Whether you operate a single facility or a regional portfolio, these smart tactics can help you handle staffing shortages with confidence:

1. Cross-Train Your Team

Equip employees with skills across different roles to ensure operational continuity during absences.

2. Automate Routine Processes

Use online platforms for lease renewals, rent payments, and tenant onboarding to reduce administrative burdens.

3. Partner with Remote Management Experts

Companies like XPS bridge staffing gaps, allowing your team to focus on high-priority tasks.

4. Offer Flexible Work Conditions

Competitive wages and flexible schedules can improve job satisfaction and retention in a competitive labor market.

5. Monitor Workloads Proactively

Regular check-ins can help prevent burnout and ensure your employees feel supported.

Reshaping Operations for Success

Staffing shortages don’t have to stunt your self-storage facility’s growth. Strategic use of technology, automation, and remote support can empower your operations to deliver exceptional customer experiences, even with lean teams.

By partnering with industry-leading remote management providers like XPS Solutions, you can fill critical gaps, boost efficiency, and ensure tenant satisfaction. When every tenant interaction counts, having the right tools and support makes all the difference.

Looking to optimize your facility’s operations? Discover how XPS Solutions can transform your staffing strategy by visiting xpsusa.com/contact.