Who’s Your MVP? Demonstrating Value in the Multi-Family Housing Industry

multi-family housing maintenance Who is the most valuable team member on your apartment community staff?

I’ve had the good fortune to work with some of the Nation’s leading apartment management firms and owners, and I have heard this debate for several years. What will make and keep residents happy? One of my strongest marketing philosophies is to provide great service to your client, the resident.

When it comes to apartment living, who is in the best position to provide remarkable service month after month to your residents?  Who is most visible in delivering value to those residents, making them feel good about the rent check they write out each month? The answer is simple-your apartment maintenance team.

Things will go wrong occasionally no matter what, but “Johnny-On-The-Spot” service is greatly appreciated at those times.  In fact, a unit repair is an opportunity for success, allowing your maintenance team to demonstrate quality work and customer service.  Prompt attention to the matter and to the resident’s concerns, quick turnaround on the repair, and a confident follow-up from maintenance personnel are the ingredients for a happy, satisfied resident.

Is your maintenance crew ready to consistently deliver top-notch service? Residents understand that things break, equipment fails, and “stuff” happens.  By turning their potential nightmare into a satisfying customer service experience, you will strengthen your client relationship and your brand.  Marketing that level of commitment to your clients is just as important.

Have you prepared your team to be your ambassador?  By equipping your apartment maintenance staff with knowledge, customer service skills, proper tools and equipment, and most importantly, experienced support, you will establish trust and loyalty with the very folks that matter most, your current residents.

Do you agree or disagree about the role of maintenance staff in resident retention and satisfaction?  I’d love to hear your thoughts, so leave a comment below.

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