All of the above is good advice, however I would like to add one more item. Regarding complacency; part of the responsibility must fall to ownership on that front.

As an owner do you offer the opportunity for learning and advancement to your employees? Or are they just supposed to perform busy work, cold calls and the like and wait for a rental to come in the door? How complacent would you be with the day to day (possibly) low expectations you place on your staff? It can get pretty slow at times in a rental office, which can translate to boredom, aka complacency.

From the time I was an assistant manager at a different facility the partners (whom I currently work for) offered to send me to the SSA conference (&/or any courses of my choice). Twelve+ years ago, I was almost an oddity, no one ever sent their managers to the conference/trade shows. And to be honest, many of the class/seminar presenters were anti-manager so it was hard to sit quietly and take the heat for the bad apples when I was there trying to learn all I could.

Thankfully that has changed so much in our industry! I would say, offer up the opportunity to your staff to continue learning. It doesn't have to be expensive. Even offer to pay for community college or adult ed classes. The courses don't even need to be 'industry-related' as the dollars will transition to a more self-confident employee overall.

Who knows... when your staff tells someone how wonderful their boss is to pay for their education, even if it is learning how to scrapbook it may just bring another customer or two to your door.

A challenged mind is a healthy mind.

On the flip side of the coin to my fellow managers... given the opportunity, go, learn and explore. You might find self-storage education makes your job easier. Besides, more aptitude brings with it the possibility of more job responsibility and more income. I've been fortunate enough to have this happen for me, so I do speak from experience on this topic.