If you want to understand resident sentiment, watch what happens when a maintenance tech enters a home. That moment is the most unfiltered and vulnerable. I’ve seen it during due diligence. I’ve seen it during unit-by-unit annual inspections. I’ve seen it in run-of-the-day routines. That moment shapes the relationship more than any leasing interaction ever will.
Train your maintenance team to approach each request with professionalism and respect: a warm greeting, protective shoe covers, and a quick workspace reset matter. Every micro-moment is a brand-building moment. It’s a moment ready for influence.
Residents talk most about the service moments that affect their daily lives. Maintenance techs, whether they realize it or not, are carrying your reputation into every unit. Source for these humans. Nuture these humans. Celebrate these humans. Reward these humans. They deserve it!
Tomorrow’s tip: The Case for 24-Hour Turnaround on Service Requests.
— Mike Brewer