Buffalo Maintenance, Inc. has crafted this informative monthly newsletter just for you.
The Maintenance Matters newsletter is our way of saying “Thank You” for the many years of patronage and a welcome to those who are new clients. We will use this medium as an opportunity to keep you apprised and informed of the latest issues affecting our industry and provide you helpful hints to keep up with your maintenance needs.
The One Critical Piece of Communication your Maintenance Team May Be Missing
By Buffalo Maintenance, Inc.
Last month in our Maintenance Matters Newsletter, we discussed how maintenance relates to marketing and why we should not overlook that valuable marketing tool.
This month we look into how communication effects resident relations and how important it is for management , maintenance and your residents talk to each other.
Jen Piccotti from Property Management Insider wrote a communication based article addressing the importance of keeping your residents in the communication loop.
According to the 2011 national resident study, “Getting Inside the Head of the Online Renter,” the number one factor in a resident’s decision to renew is “Quality of Maintenance Services.”
Additionally, the current SatisFacts Insite® Index for Work Orders indicates that 18% of all service requests are not completed right the first time. And of those, only one-third of residents received notification that there would be a delay in completing the request.
Thinking of one property that had 100 service requests: that would mean 18 residents have an issue that was not resolved after the first visit, and of those, 12 are still wondering if the job is finished or if there is more to come.
Communication is the foundation for all service, so one critical element to add to your standard communication is updates on ordered parts for a specific repair, on the vendor that needs to be called in, the warranty issue, or just the fact that the resident needs to wait until the property’s internal HVAC expert, Joe, comes back from vacation on Thursday.
This critical piece of communication can come from the maintenance team or from the office team, but it needs to come from someone – and it needs to happen as soon as you know there’s going to be a delay!
Letting a resident know what to expect is one of those little things that makes it “easy” to be a resident in your community.
If Mrs. Jones knows the part for her dishwasher won’t be in until Friday, that’s one less thing she has to think or worry about for the time being. The other important component, however, is that if a delay is communicated, the resolution needs to happen when you say it will.
The more your resident knows, the easier it is to remain a resident in your community.
Let Buffalo Maintenance, Inc. carry a bit of the weight. We can attend to details that you don’t have time to do or back-up your existing maintenance team.
Buffalo Maintenance, Inc. specializes in rental, HOA & commercial property maintenance.
We know Income property because we are income property owners ourselves.
For more information, simply give us a call at:
Dear Maintenance Men
Buffalo Maintenance, Inc. co-writes a maintenance related Q & A article published in almost a dozen trade magazines
across the country.
Do you have a question you would like answered and see in print? Send us a question by clicking: Email
See the latest “Dear Maintenance Men:” article below. Click the link at the end to view the whole article.