Multifamily Blogs

This is some blog description about this site

One Size Does Not Fit All When It Comes to Employee Turnover

Pay increases. Referral incentives. Expanded benefits. Apprentice programs. Signing bonuses. Our managers and human resources teams have been working so hard to find, entice, and secure applicants and new hires. The labor shortage is being felt in every market, and short-staffed teams are doing their best to carry on. While it’s important to continue to be creative and support the hiring process, it’s equally important to be mindful of your current team and all that they are doing to manage your business. According to the Q2 2021 Swift Bunny Turnover Report, the average overall employee turnover was 47%, with some maintenance and leasing positions exceeding 50%. While all employee categories represented by the Swift Bunny Index agreed they would like to see improvement in compensation, incentives, and advancement opportunities, there were some differences in what mattered most to Maintenance Team Members and Leasing Team Members. Maintenance: What Matters Most Service team members shared that they generally enjoy good relationships with their co-workers and feel like they know who to reach out to when and if they need assistance. However, a consistent source of frustration is a sense that their contributions are taken for granted and are not recognized or appreciated. This lack of perceived value is reinforced when they are left out of internal company communication or when they have to wait days or weeks for a response to a question or request. What you can do: Say thank you. Acknowledge the critical contribution the maintenance team provides in their serv......
Continue reading
668 Hits
0 Comments

Are you doing this for your Service Team in the summer?

A/C service calls and work outside in general are at an all-time high and very often your technicians have to work outside in the sun, on rooftops, in attics, crawlspaces and very unhospitable places to make sure their customers, the residents, have air condition and can enjoy their home at a comfortable temperature. Too often though, nobody regularly checks on the technicians throughout the day to make sure they haven't suffered from a heat injury or show any signs or symptoms. It can be as simple and make sure there is water and healthy drinks available all day and that they have to let their supervisor or manager know they are staying hydrated. The last thing you want, is to find a technician that suffered heat exhaustion or heat stroke because someone didn't think to check on them or have water and fluids available.  If someone is going to work on a rooftop or in an isolated area they should check in every so often (15 minutes) to let someone know they are alright and doing well.  The surface temperature of many rooftops is over 140 degrees, an attic can be just as hot, and it is already hot enough outside in the sun and shade. Even just walking around on the hot asphalt exposes a technician to much more heat than walking on concrete or grass. If you measure the difference with a thermometer, the temperature difference between, grass, concrete, asphalt and a rooftop or attic is significant. Often times the difference ......
Continue reading
722 Hits
0 Comments

Amid COVID-19 Shutdown, Thinking of Multifamily Maintenance Workers

One of the really great parts of my job is traveling around the country meeting with multifamily operators (executives & technicians alike) and having discussions about their successes & challenges with maintenance operations. Needless to say, I'm not traveling any longer, but the week before the NBA suspended play and the NCAA conference tournaments were shut down, I was on one of these trips in New Jersey & Eastern Pennsylvania. At that time, there were already several confirmed COVID-19 cases in NYC. During a meeting in NJ (about 20 minutes outside the city) with an operations exec at an owner-operator for several thousand units in the region, it was mentioned that a maintenance employee had called into the corporate office earlier that day to ask the question:   "What if we're scared to come to work because of how close we might be to residents under quarantine for coronavirus?"   This is a question that you may have fielded several times by now. That day, it was ground zero; completely new territory for everyone. This was exactly the point where the weight & risk of a potential COVID-19 outbreak and impact to the health & safety of property teams, specifically maintenance team members, started to press on me.     Maintenance Teams Are First Responders We all know how important our maintenance teams are to property operations.  We also know that, often times, they are first responders at the properties they serve. More than a few times we've seen resident feedback go through our system,......
Continue reading
1350 Hits
0 Comments

Three Cheers For Maintenance!

Save   The maintenance team at a property is often the secret ingredient to a property’s success.  A perfect move in, free of any repair items creates a great first impression for a new resident.The appearance of the grounds, hallways, and any common areas can determine whether a prospect drives in to tour the property or just drives by. The timeliness, accuracy and customer service attitude presented when responding to a service request, may be the only contact a resident has with your staff during their occupancy.  The tone and responsiveness of maintenance may influence the renewal decision more than the new rental rate. With these important contributions to the property success, how often do we give the maintenance team an opportunity to take any credit for their efforts? Here are a few suggestions to give your team an opportunity to take credit for their work product. Assign service order callbacks to the maintenance team.  Making calls at the beginning of the day or the end of the day isn’t going to disrupt the work schedule.  Maintenance has the opportunity to ask if their work was satisfactory, explain the repair if there are questions, and most important, accept the compliments and thanks for a job well done. Have maintenance accompany a new resident for their move in inspection.  This will give maintenance an opportunity to point out the details, showing off the workmanship.  For occasions, when it’s not practical for maintenance to participate in the move in inspection, use a welcome letter or card; s......
Continue reading
1188 Hits
0 Comments

Give Maintenance A Hand

Description: http://images.colourbox.com/thumb_COLOURBOX1932647.jpgThe maintenance team at a property is often the secret ingredient to a property’s success.  A perfect move in, free of any repair items creates a great first impression for a new resident. The appearance of the grounds, hallways, and any common areas can determine whether a prospect drives in to tour the property or just drives by. The timeliness, accuracy and customer service attitude presented when responding to a service request, may be the only contact a resident has with your staff during their occupancy tenure.  The tone and responsiveness of maintenance may be a stronger determining factor in the renewal decision than the new rental rate. With these important contributions to the property success, how often do we give the maintenance team an opportunity to take any credit for their efforts?     Here are a few suggestions to give your an opportunity to take credit for their work product. Assign service order callbacks to the maintenance team.  Making calls at the beginning of the day or the end of the day isn’t going to disrupt the work schedule.  Maintenance has the opportunity to ask if their work was satisfactory, explain the repair if there are questions, and most important, accept the compliments and thanks for a job well done. Have maintenance accompany a new resident for their move in inspection.  This will give maintenance an opportunity to point out the details, showing off the workmanship.  For occasions, when it’s not practical for maintenance to participate in the move in in......
Continue reading
2226 Hits
3 Comments

Resident Retention: The Heat is On

Apartment maintenanceTemperatures are slowly dropping across the country, and that means residents will be turning up the heat in their homes - which means a fresh round of service requests for our maintenance teams!    So while they are proactively asking residents to check and test their heating systems, ovens and stove tops before the holidays arrive, it's a great time to "turn up the heat" on the little graces and courtesies that encourage the residents' love for your community to Burn, baby, burn!- When it comes to service requests, T.M.I. does not apply! Write the most detail you can to set up maintenance teams for success!- Maintenance teams: smile and greet residents by name whenever possible. They'll feel like V.I.P.'s and will spread the word on your personalized service.- Wear shoe covers when entering a resident's home. This is a physical sign of respect for their home and can reduce the amount of dirt or precipitation that you might track in during the winter months.- Leave the work area as clean as or cleaner than you found it. When the work area is spotless, residents have greater confidence in the quality of your work.- If the repair will be delayed for any reason (i.e. super short staffed for the week, part needs to be ordered, warranty issue, outside vendor needed), notify the resident and give estimate of when work should be completed.- Follow up on completed service requests to ensure everything was completed to their expectation.Remember that "Quality of Maintenance Services" as the......
Continue reading
1795 Hits
0 Comments