AZSA Manuals
These Arizona Self-Storage Association manuals were developed for use in your Arizona self-storage facilities. While many of the concepts apply to the industry as a whole, these resources are based explicitly on Arizona law governing self-storage.
Please DOWNLOAD these resources and save them on your computer
Please DOWNLOAD these resources and save them on your computer
AZSA Training & Procedures Manual (PDF DOWNLOAD)
Training & Procedures Manual | What's Included?
In the "AZSA Training & Procedures Manual", you will find customizable PDF pages after each section, called "Facility Specific Notes," so owners and supervisors can tailor the manuals for use in your facilities.
| 1. Self-Storage Overview |
| 2. Self-Storage Professional |
| 3. Self-Storage Job Overview |
| 4. The Manager’s Role |
| 5. Marketing |
| 6. Develop a Marketing Plan |
| 7. The Internet |
| 8. Drive-by Traffic – Signage and Access |
| 9. Phone Books, Community Directories, and Call Tracking |
| 10. Direct Mail and Brochures |
| 11. Radio and Television |
| 12. Newspaper and Local Publications |
| 13. Referral Program |
| 14. New Customer Questionnaire |
| 15. Move-Out Survey |
| 16. On-Site Events and Local Charities |
| 17. Strategic Alliance with Local Businesses |
| 18. Utilize Market Research Data |
| 19. Tips to Improve Your Ongoing Marketing Efforts |
| 20. Sales and Customer Service |
| 21. Some Points to Consider |
| 22. The Manager’s Sales and Customer Service Objectives |
| 23. Telephone Sales |
| 24. Answering the Phone |
| 25. Five Steps to Telephone Success |
| 26. On-Site Sales Techniques |
| 27. Touring the Property |
| 28. Demonstrate Features |
| 29. Handling Objections and Concerns |
| 30. Consistent Customer Service |
| 31. Resolving Tenant Complaints |
| 32. Avoid a Poor Customer-Service Attitude |
| 33. Evaluate Your Sales Skills Regularly |
| 34. Marketing and Sales Partners |
| 35. Specials, Discounts, and Promotions |
| 36. Recommended Office Operations |
| 37. Getting Started in the Office |
| 38. Hours and Days of Work |
| 39. Opening Procedures |
| 40. Daily Procedures |
| 41. Closing Procedures |
| 42. Weekly Office Procedures |
| 43. Monthly Procedures |
| 44. Screening Potential Tenants |
| 45. Customer Documentation |
| 46. Obtaining a Tenant's Personal Information |
| 47. Move-in Procedure |
| 48. Getting Started |
| 49. The Move-In Rental Package – Be Prepared |
| 50. Completing the Lease Agreement |
| 51. Electronic Records and Signatures |
| 52. Multiple Space Rentals |
| 53. Explaining the Key Provisions of the Lease Agreement |
| 54. Other Procedures at Time of Rental and Move-In |
| 55. When the Lease Agreement Is Signed |
| 56. Tenant Insurance/Protection |
| 57. Free Move-In Truck or Truck Rental |
| 58. Renting an Outdoor Parking Space |
| 59. Filing System |
| 60. General Space Files |
| 61. General Office Files |
| 62. Daily and Weekly Filing |
| 63. Monthly Filing |
| 64. Auction Filing |
| 65. Handling Rental Payments |
| 66. Payment Due Dates |
| 67. Pro-rating Rent for 1st of the Month Payments |
| 68. Security Deposit/Administrative Fee |
| 69. Late Fees |
| 70. Waiving Fees |
| 71. Discounting and Prepayments |
| 72. Billing Options |
| 73. Rent Refunds |
| 74. Rent Refund Procedures |
| 75. Credit Cards |
| 76. Credit Card Machine |
| 77. Automatic Credit Card Charging |
| 78. Manual Credit Card Charging |
| 79. Accepting Credit Card Payments from Non-Tenants on a Tenant’s Account |
| 80. Computerized Debiting |
| 81. Accepting Credit Card Payments for Products (Non-Tenants) |
| 82. Cash, Checks, or Money Orders |
| 83. Cash Payments |
| 84. Personal Checks, Traveler’s Checks, Cashier’s Checks, or Money Orders |
| 85. Deposits |
| 86. Handing Cash and Checks Safely |
| 87. Processing Non-Sufficient Funds Checks (NSF) |
| 88. Petty Cash |
| 89. Vendors |
| 90. Keeping Stored Property Safe |
| 91. Daily Security |
| 92. Security Rounds |
| 93. Lock Check - Audit |
| 94. Colored Locks |
| 95. Customer Lock Security Stickers |
| 96. Physical Space Inventory |
| 97. Possible Inventory Findings |
| 98. Tenant Changes and Issues |
| 99. Documentation of Customer Contact |
| 100. Customer Change of Address |
| 101. Change of Email Address |
| 102. Transferring a Tenant |
| 103. Substituting a Tenant in a Space |
| 104. Vacating Tenants |
| 105. Vacate with Proper Notification |
| 106. Vacate Checklist |
| 107. Tenants Who Leave Owing Money |
| 108. Vacating an Auctioned Space |
| 109. Computers |
| 110. Manual Record Keeping |
| 111. Backing Up the Computer |
| 112. Virus Protection |
| 113. Electronic Mail, Internet, and Computer Usage Policy |
| 114. Cleaning Computer Hardware |
| 115. Maintaining the Property |
| 116. Curb Appeal |
| 117. Maintenance and Repairs |
| 118. Regular Maintenance Items |
| 119. Buildings |
| 120. Office |
| 121. Daily Office Cleaning |
| 122. Restrooms |
| 123. Property/Grounds |
| 124. Security and Gate System |
| 125. On-Site Apartment |
| 126. Golf Cart |
| 127. Swing Doors |
| 128. Overhead Doors |
| 129. Dumpster |
| 130. Lighted Business Sign |
| 131. Property and Space Lighting |
| 132. Gutters and Rainspouts |
| 133. AZSA Support |
| 134. Resources Available for Free to Members on the AZSA Website |
| 135. Publications Available for Free to AZSA Members |
| 136. Educational and Networking Events |
| 137. AZSA Products Available for Purchase |
| 138. AZSA Code of Ethics |
| 139. AZSA Board of Directors |
| 140. AZSA Legal Experts and Staff |
| 141. AZSA Lease Agreement |
| 142. Use of The AZSA Lease Agreement |
| 143. Know Your Lease Agreement – Some Specific Provisions |
| 144. Late Fees |
| 145. Alternate Contact Access |
| 146. Access by Others |
| 147. Release of Liability Clauses |
| 148. Limitation of Value Stored |
| 149. Electronic Notices |
| 150. Climate Control Limitations |
| 151. Other Useful Provisions |
| 152. Handling Common Legal Issues |
| 153. Preventing a Tenant from Living in the Space |
| 154. Cutting Locks |
| 155. Hazardous Waste |
| 156. Strategies for Controlling Toxic Problems |
| 157. Hazardous Waste Operational Procedures |
| 158. Death of a Tenant |
| 159. Documentation for a Tenant Death |
| 160. The Angry Presenter |
| 161. The Rent |
| 162. When the Account is Delinquent |
| 163. Powers of Attorney |
| 164. Abandoned Property |
| 165. Offers to Abandon Contents |
| 166. Property Left Outside of a Space |
| 167. Abandoned Vehicles |
| 168. Bankruptcy of a Tenant |
| 169. How Can You Be Certain Bankruptcy Was Actually Filed? |
| 170. Your Goal |
| 171. Who's in Charge? |
| 172. The Best Course of Action |
| 173. Other Bankruptcy Procedures |
| 174. Military Tenants |
| 175. Preserving Your Rights |
| 176. Is a Tenant in the Military? |
| 177. Military Spouses |
| 178. Locating Military Tenants Who Have Moved |
| 179. Bailments |
| 180. Care, Custody, or Control |
| 181. Do Not Assume Care, Custody, or Control of a Tenant's Property! |
| 182. You’re Not a Warehouse |
| 183. Self-Service Storage Operators are Landlords, Not Warehousemen |
| 184. Accepting Deliveries for a Tenant |
| 185. Repo Men |
| 186. Delinquent Customer Collections |
| 187. Protecting Your Property |
| 188. Gate Code Procedures |
| 189. Outdoor RV Spaces |
| 190. Photo Identification |
| 191. Address Verification |
| 192. Security Stickers on Locks |
| 193. Inferior Locks |
| 194. Conducting a Theft Investigation |
| 195. Emergencies |
| 196. Completing an Incident Report |
| 197. Property Damage |
| 198. Accessing a Tenant’s Space |
| 199. Police |
| 200. Warrants and Court Orders |
| 201. Assisting an Officer or Government Official |
| 202. Fire |
| 203. Explosion |
| 204. Tenant Illness or Serious Injury |
| 205. Minor Injury |
| 206. Emergency Numbers |
| 207. About the Authors |
AZSA Sale & Foreclosure Manual (PDF DOWNLOAD)
Sale & Foreclosure Manual | What's Included?
One of our forms, the "Foreclosure Sale Checklist", is the only AZSA form that is not a customizable PDF. It is intended for print, so you can document each step of the auction process as you proceed.
| 1. A Word About Storage Auctions |
| 2. Leases and Lease Defaults |
| 3. Leases Are Contracts |
| 4. Events of Default |
| 5. Remedies for Default |
| 6. What You Can’t Do |
| 7. What You Can Do |
| 8. Self-Storage’s Special Remedy: Auction |
| 9. Liens |
| 10. What is a Lien? |
| 11. How Liens Come into Being |
| 12. When the Self-Storage Lien Arises |
| 13. Four Lease Notices |
| 14. Multiple Liens |
| 15. Why Lien Priorities Matter |
| 16. Collection vs. Foreclosure Process |
| 17. The Collection Process |
| 18. The Foreclosure Process (aka “The Auction Process”) |
| 19. When to Begin the Auction Process |
| 20. When CAN You Begin the Auction Process? |
| 21. When SHOULD You Begin the Auction Process? |
| 22. Can You Wait Too Long to Begin? |
| 23. What to Sell |
| 24. Foreclosure Steps |
| 25. Step 1: Cut the Lock! |
| 26. Is the Space Empty? |
| 27. Moving Contents |
| 28. Step 2: Send the 1st Notice |
| 29. Step 3: Send the 2nd Notice |
| 30. Pre-Auction Notices |
| 31. Notice Contents |
| 32. Additional Notice Requirement for Vehicles |
| 33. Notices for Online Auctions |
| 34. Arbitrary Payment Deadlines Prohibited |
| 35. Another Recommended Notice Inclusion |
| 36. AZSA Forms |
| 37. Who Gets the Pre-Auction Notices |
| 38. Addresses for Notices |
| 39. Tenant’s Last Known Address |
| 40. Knowledge of Other Addresses |
| 41. Records of MVD |
| 42. Other Named Persons |
| 43. Mailing Pre-Auction Notices |
| 44. No More Certified Mail |
| 45. Verified Mail |
| 46. Certificates of Mailing |
| 47. Postal Tips |
| 48. No Notice by Newspaper Publication |
| 49. Notices by Email |
| 50. “Electronic Mail” |
| 51. Receipt Required |
| 52. Beyond Email |
| 53. When the Circumstances Change |
| 54. Change of Sale Date |
| 55. Accepting Partial Payments |
| 56. Exception: When You Can Accept a Partial Payment |
| 57. “Junk” Spaces |
| 58. Inventorying a Space |
| 59. Recommended Inventory Process |
| 60. Minimum Sale Timeline |
| 61. Dealing with Special Contents |
| 62. Lienable Property |
| 63. Finding Liens |
| 64. Dealing with Lienholders |
| 65. You MUST Notify Prior Lienholders |
| 66. Prior Lienholders Can Take the Property Without Paying You |
| 67. Government Liens |
| 68. Tax Liens |
| 69. Restitution Liens |
| 70. Reasonable Costs of Sale |
| 71. Protected Property |
| 72. What is Protected Property? |
| 73. Documents, Files, and Electronic Data |
| 74. Alcoholic Beverages |
| 75. Pharmaceuticals |
| 76. Firearms |
| 77. What to Do with Protected Property |
| 78. When to Dispose of Protected Property |
| 79. Unknown Protected Property |
| 80. Protected Property Sold by Mistake |
| 81. Notices re: Protected Property |
| 82. Unusual Contents |
| 83. AZSA’s Auction Website |
| 84. Make Your Auction Postings Interesting! |
| 85. Five or More Bidders |
| 86. Build an Auction Distribution List |
| 87. Motor Vehicles |
| 88. What is a Motor Vehicle? |
| 89. What is a Boat? |
| 90. Is It a Motor Vehicle? |
| 91. Vehicle Sales’ Additional Step |
| 92. Obtaining Vehicle Ownership Information |
| 93. Vehicle Issues |
| 94. MVD Troubles |
| 95. No Vehicle Information Found |
| 96. No VIN Number Found |
| 97. Out-of-State Registration |
| 98. Hidden Vehicles |
| 99. No Bonded Titles or Abandoned Vehicles |
| 100. Documenting a Vehicle Sale |
| 101. Motor Vehicle Lienholders’ & Owners’ Rights |
| 102. Finding Vehicle Lienholders |
| 103. Special Right |
| 104. The Auction |
| 105. Sale by Auction |
| 106. Public Sale |
| 107. Must You Use an Auctioneer? |
| 108. eBay Auctions |
| 109. Reserve Auctions |
| 110. House Bidding |
| 111. When You SHOULD Bid |
| 112. Sales Tax |
| 113. Storage Auctions Are Taxable |
| 114. Tax Rate |
| 115. Pass Through |
| 116. DOR Always Gets Its Money |
| 117. Audit! |
| 118. Tax Exempt Buyers |
| 119. Online Auctions |
| 120. Notices to Tenant |
| 121. Inventory Photos |
| 122. Terms of Sale |
| 123. Conducting an Auction |
| 124. Tools |
| 125. Auction Sales Agreement |
| 126. Bidder Numbers |
| 127. Clean-out Deposits |
| 128. Separate the Money |
| 129. Auction Claim Form |
| 130. Pre-Auction Announcements |
| 131. The Tenant Bidder |
| 132. Documentation & Record Keeping |
| 133. Filing Auction Documents |
| 134. Auction Proceeds |
| 135. Tenant’s Equity |
| 136. Distribution of Sale Proceeds |
| 137. Prior Lienholders |
| 138. Tenant’s Claim to Proceeds |
| 139. Arizona Department of Revenue |
| 140. Auctioning Liened Property |
| 141. When Things Go Wrong |
| 142. Conversion |
| 143. Lease Liability Limitations |
| 144. Insurance |
| 145. Sold in Error |
| 146. Most Common Errors |
| 147. Foreclosure Sale Checklist |
| 148. Try to Avoid a Sale |
| 149. About the Authors |
Appendix A: AZSA Forms (ZIP DOWNLOAD of MULTIPLE PDFs)
1. Access Declaration
2. Auction Minimum Time Schedule
3. Auction Pre-Sale Announcements
4. Auction Pre-Sale Notices, Live Auctions
5. Auction Pre-Sale Notices, Online Auctions
6. Auction Sales Agreement (Instructions)
7. Auction Sales Agreement (Form)
8. Certificate of Mailing, 1-2 Pieces (Form 3817)
9. Certificate of Mailing, 3+ Pieces (Form 3665)
10. Consent to Value Increase
11. Declaration of Sale
12. Foreclosure Sale Checklist
13. Incident Report
14. Lease Addendum, Special Access
15. Lien Holder Notice, MVD
16. Lien Holder Notice, Non-Vehicle
17. Military Waiver
18. Partial Payment Agreement
19. Protected Property Buyer Notice
20. Protected Property Disposition
21. Sign Required by Statute
22. Small Estate Affidavit (rev 10.25)
23. Tenant Substitution Request
24. Vehicle Memo to Buyers
25. Vehicle MVD Record Request (Form 46-4416)
26. Vehicle Title Request, Out of State
2. Auction Minimum Time Schedule
3. Auction Pre-Sale Announcements
4. Auction Pre-Sale Notices, Live Auctions
5. Auction Pre-Sale Notices, Online Auctions
6. Auction Sales Agreement (Instructions)
7. Auction Sales Agreement (Form)
8. Certificate of Mailing, 1-2 Pieces (Form 3817)
9. Certificate of Mailing, 3+ Pieces (Form 3665)
10. Consent to Value Increase
11. Declaration of Sale
12. Foreclosure Sale Checklist
13. Incident Report
14. Lease Addendum, Special Access
15. Lien Holder Notice, MVD
16. Lien Holder Notice, Non-Vehicle
17. Military Waiver
18. Partial Payment Agreement
19. Protected Property Buyer Notice
20. Protected Property Disposition
21. Sign Required by Statute
22. Small Estate Affidavit (rev 10.25)
23. Tenant Substitution Request
24. Vehicle Memo to Buyers
25. Vehicle MVD Record Request (Form 46-4416)
26. Vehicle Title Request, Out of State
Appendix B: AZSA Operations Forms (PDF DOWNLOAD)
Appendix B: What's Included?
The Operations Forms are intended for print use only.
1. Auction Attendee Sign-In Sheet
2. Auction Claim Form
3. Change of Address
4. Credit Card Authorization Form
5. Credit Card Authorization Form – Non-Tenant
6. Customer Information Form
7. Daily Site Inspection Report
8. Daily Income Summary
9. Delivery Acceptance Log
10. Equipment Tracking Form
11. Facility Evaluation Form
12. Gate Instruction Cards
13. Health & Safety Inspection Form
14. Inferior Lock Notice
15. Inventory of Auction Items
16. Inventory of Goods
17. Lock Cutting Authorization
18. Maintenance Log
19. Merchandise Inventory Form
20. Mileage Reimbursement Form
21. Missing Lock Report
22. Monthly Maintenance Checklist, page 1
23. Monthly Maintenance Checklist, page 2
24. Monthly Marketing Plan, page 1
25. Monthly Marketing Plan, page 2
26. Move Out Checklist
27. New Customer Questionnaire
28. New Rental Checklist
29. Package Acceptance Release Form
30. Petty Cash Reimbursement Form
31. Physical Inventory Worksheet
32. Property Loss Report
33. Referral Marketing Form
34. Referral Form
35. Rent Refund Request Form
36. Returned Check Notice
37. Sales Contest
38. Self-Storage Daily To Do List
39. Self-Storage Move-In To Do List
40. Self-Storage Office Procedures
41. Telephone and Website Inquiries
42. Tenant Contact Journal
43. Truck Inspection Report
44. Truck Use Agreement
45. Truck Use Log
46. Unsecured Space Notice
47. Vacate To Do List
48. Vendor List
2. Auction Claim Form
3. Change of Address
4. Credit Card Authorization Form
5. Credit Card Authorization Form – Non-Tenant
6. Customer Information Form
7. Daily Site Inspection Report
8. Daily Income Summary
9. Delivery Acceptance Log
10. Equipment Tracking Form
11. Facility Evaluation Form
12. Gate Instruction Cards
13. Health & Safety Inspection Form
14. Inferior Lock Notice
15. Inventory of Auction Items
16. Inventory of Goods
17. Lock Cutting Authorization
18. Maintenance Log
19. Merchandise Inventory Form
20. Mileage Reimbursement Form
21. Missing Lock Report
22. Monthly Maintenance Checklist, page 1
23. Monthly Maintenance Checklist, page 2
24. Monthly Marketing Plan, page 1
25. Monthly Marketing Plan, page 2
26. Move Out Checklist
27. New Customer Questionnaire
28. New Rental Checklist
29. Package Acceptance Release Form
30. Petty Cash Reimbursement Form
31. Physical Inventory Worksheet
32. Property Loss Report
33. Referral Marketing Form
34. Referral Form
35. Rent Refund Request Form
36. Returned Check Notice
37. Sales Contest
38. Self-Storage Daily To Do List
39. Self-Storage Move-In To Do List
40. Self-Storage Office Procedures
41. Telephone and Website Inquiries
42. Tenant Contact Journal
43. Truck Inspection Report
44. Truck Use Agreement
45. Truck Use Log
46. Unsecured Space Notice
47. Vacate To Do List
48. Vendor List
Appendix C: Arizona Self-Storage Statutes (PDF DOWNLOAD)
Towing Information 🚗
Appendix D: Arizona Self-Storage Statutes - Updated - HB2087 - Towing/Cap Liability
Notice Template: Engaging a Towing Company for Property Removal
Vehicle Removal Written Authorization Form | ADOT Motor Vehicle Division | Form 40-0206
Training Videos | Accompanies Training Manual 📺
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Virtual Manual |
Virtual Manual |
Virtual Manual |
Virtual Manual |
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| Virtual Manual Renting Trucks & Parking |
Virtual Manual Filing System & Payments |
Virtual Manual Site Security |
Virtual Manual Tenant Changes & Issues |
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