Service Request Callbacks, Resident Feedback Please!

Scheduling time for maintenance callbacks is an important service to our residents.  Receiving positive feedback is an opportunity to solicit for reviews.  Comment cards, or the service request form left in the residents home can ask, for the resident to share their experience on social media.

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

Wow! 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.  While price and location may strongly influence a decision to lease an apartment; the quality and satisfaction of maintenance service will be given heavy consideration for the renewal.

Purpose of the Call

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.   Phrase the questions to avoid the basic yes or no answers, encourage feedback.

Scheduling Time For Callbacks

imageIts important to consider your residents’ life style and schedules when planning callbacks.  With a demographic of residents that are employed in a work force with a Monday through Friday 8-5 schedule.  A higher percentage of calls may receive responses in the evening or on the weekend.  Scheduling the maintenance team to participate in the call rotation  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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