It is never too early to start planning for the future of your organization. This list includes pointers on how you can become more competitive with your maintenance services in the multifamily industry for years to come.
1. Collecting and utilizing benchmark data.
– Completion times: Our extensive data indicates that a service order is 75% more likely to receive the highest satisfaction rating if the job is completed within around 25 hours. This is the best-case scenario, yet we are quite aware that it is not always possible. Which brings me to my next point.
– Open times: If a job is open for longer than a day, and in some cases, for weeks, depending on the issue, it is critical that these instances are mitigated with an open communication channel between the service technician and the resident. Ensuring this type of transparency will keep the resident in the loop and more willing to compromise and work with the technician.
– Type of job: Knowing this allows you to accurately allocate your technicians and their resources to the service work at hand. Our data shows that on average, 20% of all poorly rated service requests are not properly completed and require to be reopened. Eliminating negligence and doing the job right the first time equals huge long-term savings.
– Satisfaction/Comments: High satisfaction levels have the power to keep your maintenance services highly competitive in the multifamily industry via the strategic management of your firm’s online brand image. Publish attestations and evolve your residents into champions of your business.
– Cost: It is imperative to construct maintenance and labor budgets for the future via the power of predictive analytics. Generally speaking, this sort of forecast is attainable through the extrapolation of desired predictive weights after conducting regression analysis of the culmination of your benchmark data.
2. Excellence in customer service.
– Communication: Your technicians must have exceptional oral and written communication skills. They are the direct link between your company and the residents, carrying a lot more weight than is perceived. The technicians should build a habit of walking residents through the process, explaining the work that is being done. Furthermore, they should take initiative to test the completed services to guarantee desired performance/condition. Make sure they are representing your company well.
– Adversity: Unlike your maintenance technicians, your residents are not always going to have outstanding communication skills. However, your service team must be able to handle adverse situations and proactively deal with sensitive scenarios in order to ensure the continuation of healthy business interactions.
– Ethical service: Your employees need to care about their jobs, their work, and their customers. This will not only help the technicians out on the frontlines with your residents to maintain positive company image, but will also help them develop a sense of pride in what they do and motivate them to perfect their craft.
3. Ongoing learning and engagement.
– Skill specific training: It is imperative that your technicians have the opportunity to improve their struggling skills and gain skills that they are lacking based on the evaluations received from their history of completed jobs. Identifying and organizing skill specific training sessions is an investment that is necessary for long-run positive growth and curbing future service mistakes.
– Continuing engagement: It is important that you are ensuring that your technicians are keeping up with the times by participating in continuous learning initiatives such as seminars and skill refreshing workshops. In an industry that is just starting to open its doors to technology, it would be dangerous to remain stagnant at the onset of rapid change.
4. Having the tools for success.
– Updated/stocked inventory/supplies: This one is a no-brainer. In order for your technicians to do their jobs, they must have the necessary tools available to them. Being able to predict for future resource allocation via your benchmark data greatly minimizes this danger.
– Networking: I have already mentioned the importance of communication earlier in this list. But what about communication between your technicians and other employees? Engaging in mobile device networking and providing real-time, on-site connectivity and communication allows for efficiency and eliminates redundancy.
Following this approach will empower your service technician team and allow for autonomy and heightened accountability. This is a long-term investment that provides a sturdy foundation for future growth. Developing a branded maintenance experience now will only open doors for your firm in the future.
About the author
Anton Razanav is a Marketing specialist at ComVibe. ComVibe has effectively tamed real-time data collection and developed a solution for interactively engaging residents in the improvement and upkeep of their property while organizing and empowering maintenance crews and management with tools that promote professionalism and the maximization of staff potential. Their mobile, multiplatform system offers a simple and transparent user-friendly interface, actively connecting resident to maintenance workers while sustaining direct communication from start to finish of a particular task.