Everyone has to deal with rule-breakers at some point. As a self-storage owner you should have a process in place to allow your managers to deal with rule-breakers politely, but firmly. In a recent article on ISS, the author recommends the warning system. Give your tenants one freebie but make sure you warn them if the rule breaking continues they will be kicked out of your facility.
Keep in mind some people deserve a little extra grace. A tenant’s circumstances should be taken on a case by case basis. Compassion is a wonderful customer service tool, but you can only extend it so far before it becomes an issue for your facility. Teach your managers when to draw the line. Be firm, but fair.