Oh, Property Management Insider. They’re always blowing the lid off property management stories. Most recently, they contend that an apartment manager’s maintenance team is not only key to lease renewals, they can be very important to marketing.
Marketing, you say? Turns out Property Management Insider writer Michael Cunningham had a moving encounter with a housekeeper at Hampton Inn. The woman, without any boss hovering around, expressed care over Cunningham’s experience, and not only impressed him enough to be a repeat customer in spite of what he calls the “driest eggs outside of powdered,” but caused an epiphany. Maintenance teams, and how they interact with (prospective) tenants, can probably make or break whether someone signs a lease.
Cunningham recommends asking yourself the following questions:
-Does the maintenance staff great residents? If so, in a warm and friendly manner?
-Does the maintenance staff learn the names of residents, of their family members and pets?
-Does the maintenance staff actively ask residents if they’re experiencing any problems?
-Are they empowered to create a service request themselves, or even fix something on the spot?
The answers to these questions might shed some light on whether you have an edge over your competitors, or whether something besides the faucets needs fixing.
Tell us how your maintenance team is doing here or on Facebook!