PowerPoint Presentation

The Great DivideBridging the Gap Between Office and MaintenancePart Two

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Jen PiccottiLia Nichole Smithonsite insitesLIVE!

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SatisFactsJenSatisFactsLia#insiteslive

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NO MORE DESKTOP SPREADSHEET WORRIES!

#insitesliveFOR THE LOVE OF MAINTENANCE

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#insitesliveResidents 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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#insitesliveSERVICE ISSUES HAVE IMPACT

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#insitesliveMOVE-INSATISFACTION

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QuestionsSI 2015Did 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 staffs performance during the move-in process4.47The overall condition and appearance of your new home4.20The overall move-in process4.344.34

SI = SatisFacts Index, the National Benchmark

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1 in 10new home not clean

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1 in 5appliance/fixture issues

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#insitesliveWORK ORDERSATISFACTION

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QuestionsSIHow promptly the office staff returned or responded to your phone calls and/or emails regarding this service request4.33The courteousness and professionalism of the maintenance staff4.51The speed to which your service request was handled4.26The quality of the maintenance work done4.33Did 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 10not notified of a delay

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1 in 4existing service issues

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#insitesliveTOTAL TEAM EFFORT

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#insitesliveMOVE-INS1 Final Walk2 Final Spiff3 File/Key Check4 Resolve Outstanding Issues

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#insitesliveSERVICE REQUESTS GET THE D.I.R.T.D Detailed Service RequestI Input into PM SystemR Report to TeamT Touch Point

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#insitesliveSELLING THE SERVICE TEAM

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#insiteslivePROSPECTSFaster 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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#insitesliveRESIDENTSAffirm 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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KEY TAKE-A-WAYS#insiteslive

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

TEAM Everyone plays an important role and has a hand in setting each other up for success. 26

STREAMLINE#insitesliveEnsure the team knows what the processes are and what their part is.

STREAMLINE Ensure the team knows what the processes are and what their part is. 27

SELL#insitesliveTalk to prospects and residents about how amazing your maintenance team is. Maintenance brag about how great your office team is!

SELL Talk to prospects and residents about how amazing your maintenance team is. Maintenance brag about how great your office team is!28

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

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www.satisfacts.comResults by:All respondentsRegionAgeRent#insiteslive