Service Request Follow Up Calls, Resident Feedback Please!

Taking the time to make phone calls after service is completed in an apartment may seem to be a low priority task or even a time waster.

“Maintenance does a great job, I hear that from every resident I call.”

Wow! What a great problem to have! With that factual information, a property could state in their advertising:

“100% Resident Satisfaction on Maintenance Service.”

That’s a headline that will  attract attention. Quotes from the residents comments, using resident first names for authenticity could be included with permission.

Purpose
Calling as a follow-up courtesy, isn’t about checking up to see if maintenance did the task correctly. With professionals, taking pride in their work, the follow-up call is not checking up on maintenance. It’s confirming the residents are satisfied.

  • Was the work you requested completed?
  • Was it completed in a manner to your satisfaction?
  • Was the response timely?
  • Did you find our team member to be professional and personable?
  • Were there any questions regarding the repair that were not answered or explained to you?
  • Is there any additional repairs that should be completed in your home?

Give residents an opportunity to provide detailed information about the service provided to their home indicates a true interest in customer satisfaction.   Phase the questions to avoid the basic yes or no answers, encourage feedback.

imageScheduling maintenance to make these calls, at least one day out of the week gives the maintenance team an opportunity to hear the positive feedback firsthand.

On the occasion, a resident may offer suggestions or express
disappointment with their service, thank them for their interest in improving the community. The validity of the concern is secondary, the request for feedback has been made, if a resident is willing to offer opinions and observations, the feedback must be acknowledged and appreciated.

Based on the volume of service requests and staffing, it may be practical to use a percentage or a specific number of calls each week. Giving residents an opportunity to respond creates ownership in their attitude about the apartment home. Residents who believe the staff cares about their opinion, are residents that are likely to renew.

Lori Hammond
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Lori Hammond

Thirty plus years experience in an industry best characterized as "no two days are the same" provides the foundation for Lori Hammond's experience in Property Management.With education and career experiences in Mid-Michigan, the audience for the blog Property Management Minutes is growing.Connect with her on , Linkedin, and on Blog.
Lori Hammond
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