MEMBERS ONLY SPECIAL
MANAGEMENT
JEN PICCOTTI | SATISFACTS RESEARCH
Winter is Coming -
Time to Have a Chat With
Your Maintenance Team
THE POWER OF PARTNERSHIP
AAMD & ALL COPY PRODUCTS HAVE TEAMED UP TO BRING
AAMD MEMBERS GREAT DEALS ON KONICA MINOLTA PRINTERS
AND AWARD WINNING SERVICE WITH ALL COPY PRODUCTS!
N
o, not THAT winter.
Actual winter, which
involves actual snow
(not Jon Snow), and
more cold-weather related service
requests.
MONOCHROME PRINTERS
When you consider service
requests, there's an interesting void
that exists in our industry. While
these requests are a daily occurrence, they are one of the least
likely aspects of the job a leasing
agent will receive training on.
Typically, one learns how to
take a service request by listening
to other team members take a service request. The result is often a vague work
order that will ultimately require more than one trip to the unit and the maintenance shop. This reduces the number of service requests that are resolved in one
day, which increases both resident and maintenance team frustration.
The answer?
From $47/month
From $78/month
Print, Scan, Copy, Fax
1 x 500 Drawers
Print, Scan, Copy, Fax
2 x 500 Drawers
KONICA MINOLTA
BIZHUB 4750
KONICA MINOLTA
BIZHUB 364e
COLOR PRINTERS
1. As a team, use your work order system to identify the ten most common
service requests received in the fall and winter months.
2. Maintenance team members should walk the office team members through
any potential trouble shooting tips they can share with residents for those top 10.
If the office team can provide an easy self-help solution, that's one less trip for a
maintenance tech! For example, if a garbage disposal is not working, walk the
resident through the process of hitting the reset button.
3. For each of the top ten service requests, ask the maintenance team to
identify five critical questions they would like the office team to ask when that
service request is reported. Using the garbage disposal example, one question may
be to ask if anything besides food scraps have been put through the disposal.
Another question may be asking if the resident has poured Drain-o or Liquid
Plumr down the drain.
Internal team communication can make all the difference in the world to
make your community a well-oiled machine. By understanding what the maintenance team needs in order to be set up for success, the office team takes their
level of expertise and customer care to a whole new level.
Jen Piccotti is the Senior Vice President of Education & Marketing at Satisfacts, and a blogger
at www.multifamilyinsiders.com
www.aamdhq.org
From $54/month
From $87/month
Print, Scan, Copy, Fax
1 x 500 Drawers
Print, Scan, Copy, Fax
2 x 500 Drawers
KONICA MINOLTA
BIZHUB C3350
KONICA MINOLTA
BIZHUB C287
FOR MORE QUESTIONS, PLEASE CONTACT
ROD McCANN | 303.574.2440
[email protected]
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OCTOBER 2016 • TRENDS | 29
9/29/16 3:50 PM