Discover ways to get rid of the "Us" vs. "Them" mentality in your community team. Here is how to set each other up for success and provide the best resident (and prospect) experience!

1. Bridging the Gap Between
Office and Maintenance
Part Two

2. Jen
Piccotti
Lia
Nichole
Smith

3. SatisFactsJen
SatisFactsLia
#

5. NO MORE DESKTOP SPREADSHEET WORRIES!

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4.15
4.2
4.25
4.3
4.35
4.4
4.45
4.5
Office Staff Maintenance
Satisfaction with courtesy & professionalism ofResidents see
maintenance as
the “Heroes who
Save the Day!” so
there is a need to
present the entire
team as being a
united front rather
than “Us” vs.
“Them.”

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Questions SI 2015
Did the office staff ask for your up-to-date contact information (home phone, work phone,
cell phone, primary email address) when you were moving in so that they could update
their records?
93%
Were your keys available and your lease prepared when you arrived to move in? 95%
Was your home clean when you moved in? 90%
Have you contacted the office to advise of the problems? 77%
Was it cleaned for you at a later date? 40%
Were your appliances and fixtures working properly? 80%
Have you contacted the office to advise of the problems? 85%
Do any problems still exist? 61%
The office staff’s performance during the move-in process 4.47
The overall condition and appearance of your new home 4.20
The overall move-in process 4.34
4.34
SI = SatisFacts Index, the National Benchmark

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1 in 10
new home not clean

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1 in 5
appliance/fixture issues

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Questions SI
How promptly the office staff returned or responded to your phone calls and/or emails
regarding this service request
4.33
The courteousness and professionalism of the maintenance staff 4.51
The speed to which your service request was handled 4.26
The quality of the maintenance work done 4.33
Did the maintenance staff clean up before they left your home? 92%
Was your service request completed properly by the maintenance staff the first time? 81%
Were you notified that there would be a delay in completing the work and advised when
the work was anticipated to be completed?
48%
Do any maintenance problems still exist? 25%
4.36
SI = SatisFacts Index, the National Benchmark

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5 in 10
not notified of a delay

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1 in 4
existing service issues

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MOVE-INS
1 Final Walk
2 Final Spiff
3 File/Key Check
4  Resolve Outstanding Issues

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SERVICE REQUESTS – GET THE D.I.R.T.
D Detailed Service Request
I Input into PM System
R Report to Team
T  Touch Point

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PROSPECTS
 Faster service request completion
 “Our team typically can resolve most service requests
within 24 hours. In fact, 82% of all requests last week
were completed within 4 hours.”
 Resident testimonials/reviews of exceptional
maintenance service

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RESIDENTS
 Affirm a job well done
 “I just wanted to check in to make sure your
dishwasher has been repaired. Was everything
handled to your satisfaction?”
 “Please respond to this email to confirm your service
request has been completed.”

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Everyone plays an
important role and has
a hand in setting each
other up for success.

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Ensure the
team knows
what the
processes are
and what their
part is.

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Talk to prospects and residents about how amazing
your maintenance team is. Maintenance – brag
about how great your office team is!

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Part Three – September 17th
Watch Your Step:
Resident Connections and Retention

30. www.satisfacts.com
Results by:
• All respondents
• Region
• Age
• Rent
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