Having a successful business of any kind takes ambition, hard-work, and goals, but what does it take to make sure that hard work and ambition gets the success that your property management company needs? Through analyzing many management companies we’ve discovered that there are four key components that successful companies are focusing on to make the best use of their time and energy, and maximize satisfaction. If you’re curious to see the visual statistics of your own maintenance process, Property Meld can send you a personalized maintenance analysis at no charge, evaluating these three components, along with more important factors to prepare you for even higher success.
Have trouble-shooting plans
The first component is having a routine troubleshooting plan for simple maintenance. If a tenant notifies you of a faulty garbage disposal you might want to reconsider taking the time to send someone to the property to simply flip a switch on and potentially finding nothing broken. What could save a lot of energy is calling them to try and troubleshoot live with you.
If getting troubleshoot instructions over the phone is difficult, having how-to email templates for common maintenance issues could work to step by step teach more visual learners. Templates work great for problems such as inspecting and flipping circuit breaker switches, walking through buttons on thermostats and air conditioners, and of course the garbage disposal.
Verification of completion
Ensuring that a repair has been completed is a critical part of a maintenance process. Resident satisfaction and the speed of a repair hold a close relationship, so it is important to track that repairs have been successful. This also prevents resident frustration if a repair was not complete, and they have to then re-submit or chase down getting resolution.
This part of the process may also be called babysitting. Making sure that the repair has been scheduled, and that all parties involved know what the next steps are in the process. Once the repair has been completed, following up with the vendor to ensure that all went as expected, as well as following up with the resident to verify that the job was done, are essential steps in the follow-up process.
This might seem obvious but according to customer reviews and ratings, following up with tenants to ensure their maintenance has been completed and their problems managed, is an essential quality for tenant satisfaction. 31% of residents who do not renew existing lease agreements list maintenance as the #1 reason that they did not renew.
It’s easy to feel overloaded with maintenance requests during the summer and winter months and deciding against following up with tenants seems like a tempting way to save a little more time. We promise that the time spent is worth everything you put into making sure that your tenants are completely happy with the installed maintenance. It shows you care and leaves the tenant with a professional reputation of your process.
Written by Kyle Graves – Property Meld Blog Editor