There is a shift happening in the multifamily industry. Record-high interest rates have reduced available capital and are making returns more challenging. This change requires a shift in mindset from "buying and flipping" to "buying and managing.

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This article is the second in a series based on [a panel given at eCore 2022](https://www.youtube.com/watch?v=Rx5TvJ7FJp4), in Miami, FL, on November 8, 2022. The panel included our CEO, Bert Wray, as host and the following industry gurus:

- Cindy Clare, COO, Bell Partners
- Cris Kimbrough, Senior Director of Smart Building Technology, Greystar
- Jonathan Denton (JD), Managing Director, Cortland

The [first article](/blog/multifamily-customer-satisfaction/) explored the building blocks of multifamily success. This article details how PropTech can increase operational efficiencies (and NOI) in 2023.

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## Investing in PropTech

There is a shift happening in the multifamily industry. Record-high interest rates have reduced available capital and are making returns more challenging. In the last 10 years, owners and investors could borrow money at low rates, making it easy to recoup their investments in a short period.

The fluctuating economic environment means that to succeed in the multifamily industry in 2023, you need to do more than just own property—you need the skills and knowledge to manage the property effectively. This change requires a shift in mindset from "buying and flipping" to "buying and managing." Property management technology (aka PropTech) helps make the necessary changes.

Your Tech Stack can include software or systems to help with marketing, tenant screening, rent collection, and maintenance. Embracing new technology can help multifamily owners and investors better navigate the challenges of the current economic environment.

## Radical Disruption

In the panel, Mr. Wray quoted [an article from Forbes](https://www.forbes.com/sites/forbesrealestatecouncil/2021/01/11/multifamily-property-management-is-about-to-be-radically-disrupted/) that defines the US multifamily property management industry as:

"The work of caring for the more than [40 million](https://www.jchs.harvard.edu/sites/default/files/Harvard_JCHS_Americas_Rental_Housing_2020.pdf) multifamily units valued at [$3 trillion](https://www.multifamilyexecutive.com/business-finance/multifamily-industry-and-its-residents-contribute-over-3-trillion-to-u-s-economy_o) and their renters. Over [800,000](https://www.ibisworld.com/united-states/market-research-reports/property-management-industry/) people work as employees of the management industry, while tech and service vendor companies employ hundreds of thousands more. And the industry is growing, requiring [4 million](https://www.naahq.org/news-publications/units/june-2017/article/united-states-needs-46-million-new-apartments-2030) more units by 2030 just to keep up with demand."

The author goes on to say, "Radical disruption is coming soon, made possible by the industry’s adoption of smartphones and smart locks." Really, he could have said, "Radical disruption has arrived." In April 2020, many businesses faced lockdowns and quarantines due to the COVID-19 pandemic.

Ms. Clare said that before the pandemic, "We were starting to look at new technologies. At Bell, we were looking at AI tools. We were looking at the things that could help us be more efficient and effective with leasing, renewals, and maintenance."

She continues, "The pandemic forced us to pivot quickly and put all those tools in place. Lead management tools, virtual leasing, self-guided tours, all of these technologies became a necessity because we could not interact with our residents and prospects in the same way."

Bell rolled out three new technologies to 250 properties overnight. Such rapid implementation was unheard of in the past. While property management companies never want to be on the bleeding edge, once COVID-19 hit, they didn’t have much choice.

JD added, "I would agree that the pandemic forced us to dive in. Just like Bell, we pivoted quickly to self-guided tours. That means the prospect shows up on the property with a map on their phone that shows them how to view the amenities and see the model apartment or vacant unit. The technology to do this involved electronic doorknobs, geofencing, and a software app. It allowed us to continue to lease through the pandemic."

While PropTech may have disrupted the property management industry during the pandemic, it's now reinventing the industry post-pandemic.

## Tech Cannot Replace People

PropTech doesn’t, and indeed can not, replace your associates. Ideally, PropTech should increase efficiencies and make work more enjoyable.

Ms. Clare expounded that when using an AI tool for lead management, "My staff can spend more time with people who come into the office. I can ensure that we respond consistently to every prospect. Consistent messaging helps from fair housing and legal standpoints. I saw a 15% lift in our leasing after implementing this lead management tool."

Most leasing agents prefer to spend time with serious prospects instead of wasting time asking repetitive questions to a larger group of potential residents. In this case, the AI tool enhances the job by enabling associates to focus on real prospects and eliminating a part of the job that can feel tedious.

In the same way, smart locks help increase operational efficiencies while improving the job experience of maintenance technicians. If a technician doesn’t have to fetch a physical key from the office for each work order, they can get more repairs done with less effort. Of course, quicker repairs also increase resident satisfaction.

Increasing efficiencies by implementing PropTech adds up to a triple win.

1. Communities save money and time.
2. Maintenance techs avoid the frustration of going back and forth all day.
3. Quicker repairs lead to happier residents.

Mr. Wray commented, "I was at an Optech conference, speaking to a tech leader. He said, ‘The purpose of my technology is for my clients to use it less.’ He wants to create technology that automates everything that should be automated so that people have time to do the jobs that computers and technology cannot do."

## Give Them the Tools They Need

JD commented, "We have a few properties in Tampa where we’ve installed performance monitoring equipment on our AC systems. I get a weekly report that summarizes each AC system, and when that predictive software anticipates when a part or parts will fail. Instead of the customer having to call us when their AC fails, we can go in a day or two before it fails and replace the part."

PropTech enables managers to give their staff tools to solve problems before they become a crisis. A crisis is ten AC units failing when there is 80% humidity, and the temperature is in the high 90s. When this happens, the maintenance technicians and community managers get yelled at. That means you have unhappy (and hot) residents and staff. The more we can find those tools that let us fix things before they happen, the easier it is on our teams.

Ms. Clare said, "Technology helps with efficiencies. The more time I can give our teams to spend with residents, the happier our residents are going to be, and quite frankly the happier our teams are going to be."

Digital tools for the multifamily industry include:

1. Maintenance management, like [AppWork](/)!
2. Lead management with artificial intelligence
3. Automated tenant screening
4. Virtual leases with digital signatures
5. Using blockchain technology for secure payments
6. Smart homes with the Internet of Things (IoT)
7. Performance monitoring with special hardware
8. Accounting and billing software platforms
9. Targeted marketing campaigns with geofencing

## Virtual Training?
This is a people business. We’re managing people’s homes. As Mr. Wray likes to say, "It takes a special level of patience to do our jobs on the operational side. It’s a unique model. We work where people live, and they live where we work." He noted that the demand for maintenance is going up while the availability of skilled labor is going down.

To work on-site in a community, technicians must be savvy with technology, people, and maintenance. This combination of needs makes it difficult to find staff. All the panelists agreed that training makes the job more compelling and increases the likelihood of technicians seeing their jobs as a career.

Ms. Clare said, "We’ve created our own training programs for our maintenance teams. It has to be hands-on training. We’ve gone to virtual reality training. They can put on a headset and fix an HVAC unit or a plumbing problem. We actually had one of our VP of Operations who electrocuted herself, but fortunately, it was just virtual reality. Those are the kind of tools you can use."

She continued, "The skills have gotten more complicated with the sophisticated systems we’re putting into buildings now. You have to have people who have those skills. By training them, we’re giving them a career path."

On the other hand, JD said, "Cortland has a branded semi-truck that we roll across the country. It’s outfitted with example appliances in the trailer, and they can work on those appliances: HVAC, plumbing, and electrical panels. We drive that from property to property to give our teams some hands-on training with the facilities experts in our company. But there’s no substitute for in-person training on the site they work at."

They also work with regional trade schools to help build out their property management and facilities management programs. They have a systematic approach to giving employees credentials and certifying the completion of specific training modules.

He feels that the training and the education give them a career path within the organization, saying, "If we provide the opportunity, they’re going to be loyal."

## Overcoming Resistance to Buy-in

Ms. Kimbrough said that post-pandemic, "We have a new initiative to focus on customer experience. I personally sit over smart homes, managed wi-fi, and access controls. We are looking to put these technologies in a lot of properties. We’re putting in locks that residents can open with their smartphones, smart thermostats, leak detectors, smart switches, and smart outlets."

That sounds like a lot of change for an industry steeped in tradition. How does Greystar overcome the challenges that arise when asking residents and staff to make such significant changes?

She answered, "Communication. A lot of communication. We spend time crafting our communications for both our on-site teams and residents. We have to explain the benefits of the technology; explain that the technology is creating a career path."

"Once we explain the benefits to them, it overcomes their resistance to change. I’ve seen that once they see the upside of it, our on-site staff are excited and enthusiastic about getting this tech in. They have to deal with change management, but they are so excited about getting the new technology that we're not having such a horrible time with buy-in."

## The Real ROI of PropTech

The multifamily space will always be a people business. In light of this, PropTech should always center around improving the lives of residents, staff, managers, owners, operators, and investors.

The panelists agreed that some amenities, such as managed wi-fi, have a clear and significant profit. It's also clear how improved efficiencies increase NOI.

However, investing in PropTech as a way of investing in people brings more than financial gains. Your return on investment can include happier residents and more loyal teams (which in turn creates more profits).

Increase Operational Efficiencies with PropTech

Most communities have three customers: the owner/investor, the associates working for the property, and the residents. Success will naturally follow if you can find the balance in making all three happy.

An image of the four panelists at eCore 2022

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Our CEO, Bert Wray, recently hosted [a panel given at eCore 2022](https://www.youtube.com/watch?v=Rx5TvJ7FJp4) in Miami, FL, on November 8, 2022. In addition to Bert, the panel included:

- Cindy Clare, COO, Bell Partners
- Cris Kimbrough, Senior Director of Smart Building Technology, Greystar
- Jonathan Denton (JD), Managing Director, Cortland

The panelists' knowledge was impressive, and we wanted to break down a few key concepts discussed. This article is the first of two based on that panel discussion.

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## Investing in People

Most communities have three customers: the owner/investor, the associates working for the property, and the residents. Success will naturally follow if you can find the balance in making all three happy. Finding that balance is tricky, as the wants and needs of each group can seem diametrically opposed.

Community managers, leasing associates, and maintenance technicians aim to earn a good living, enjoy their work, and feel they have a career path. Residents look for a home that feels like a haven. They want to belong to a community and live in well-maintained apartments. Owners want to maximize the return on their investment and increase their property value over time.

Although their needs are diverse, it is possible to make everyone happy. The possibility arises when you meet the wants of each group in a specific order, with your property team members as the foundation for building multifamily success.

Ms. Clare explains, “Your associates’ happiness translates into your residents' happiness. If an associate is unhappy, they won’t treat your residents well. It’s critical to give associates the tools to handle customers correctly. Properties with a consistent staff perform better. They’ve created a sense of community. They know their residents, and they know what’s going on at the property.”

## Incentivizing Technicians

While all team members are essential to building a positive resident experience, maintenance technicians usually interact the most with residents. If maintenance technicians have the most impact on resident experiences, then you need to find ways to encourage them and recognize their successes.

Ms. Clare says, “People underestimate the impact of staff turnover on the performance of a property. If we can make the jobs more compelling for our associates, we will have people who want those jobs as a career.” What makes a technician’s job more compelling?

### A good wage:

Be prepared to pay a premium for good technicians. Instead of giving a flat raise across the board, it’s better to base raises on performance. To measure performance, you need a way of collecting and aggregating data about each technician.

AppWork is the only maintenance management software currently available that gathers hundreds of data points about technician performance. This data gives you insights into the value of each technician.

### Flexible hours:

There is a big push in the industry toward centralization. Ms. Kimbrough commented, “We are looking at centralization now in terms of maintenance, assistant community managers, and leasing. We see technology as enabling that. When we talk about smart buildings and managed wifi, we see that as improving the tenant experience, operational efficiencies, and the NOI.”

As a bonus, centralization also improves the technician experience. If all data and reporting sync automatically to a central source, this removes the necessity of technicians going back and forth to the leasing office all the time. Plus, centralization helps balance the workload.

For example, if you have five technicians for three communities, the property manager or maintenance supervisor has more flexibility in scheduling. Flexible hours let technicians maintain a healthy work/life ratio, decreasing the chances of burnout.

### A career path:

Creating a career involves training and grooming technicians to move up or specialize. If a technician enjoys their job and can grow, they are more likely to remain with your company.

Another benefit of centralization is training technicians in a specialty. If you have one plumber for three properties, then it makes sense for the company to ensure that technician has the best training in plumbing.

### Acknowledgment:

There are many forms of acknowledgment: verbally pointing out a job well done; offering small bonuses like food or gift certificates when technicians go above and beyond; proactively giving raises when a technician consistently performs well.

At AppWork, we’ve recently launched a badge system for technicians. The badges provide positive reinforcement for productivity as well as marking performance milestones. Plus, the technicians and managers will have a written history of accomplishments.

## Prioritizing Resident Preferences

Team members working for a community are the first building block. If they aren’t happy, then no amount of amenities will help reduce resident turnover. Unhappy associates create unhappy residents.

Teams that enjoy their work and feel loyal to your company will engage positively with residents. They are on the front lines, answering phone calls and responding to maintenance requests. Plus, the longer an associate works for a community, the more they get to know the residents. Residents need to feel a sense of community, and your team is the backbone of that community.

JD talked about the robust resident survey program that Cortland runs. They’ve gathered a lot of data from their residents. From all of that data, he said the top reasons residents gave for non-renewal (minus life events):

1. The management team doesn’t know me by name.
2. The management team doesn’t answer the phone.
3. I don't get a quick response from the on-site team.
4. The property is not kept clean enough.

Interpersonal relationships, or lack thereof, impact resident turnover more than anything else. Building rapport with residents isn't a bonus but an absolute necessity.

Additionally, communities need to offer flexible ways of communicating with residents. Pre-pandemic, a prospective resident had to contact someone in the leasing office and then come in person to that office. The leasing agent then needed to spend time showing the potential resident around.

The pandemic forced communities to adopt contactless ways of making the resident journey. Leasing associates automated initial resident screenings with software. Communities started offering virtual tours or self-guided tours. All interactions with the staff were online or via phone.

Post-pandemic, you find a dichotomy within residents. Some prefer to remain contactless, while others prefer face-to-face. Some want to do everything via an app, while others prefer picking up the phone and talking to an actual person. Some even want to visit a leasing office and have someone show them around.

Ms. Clare commented, “We need to meet our customers where they want to be met.” Communities cannot afford to get entrenched in any one method of communication. They must be open and flexible in how and where they meet residents.

## Facing Digital Reality

Putting the pandemic aside, communities can’t ignore the digital world. Between social media and Google ratings, a community will have an online reputation, even if they don’t want one. The vast majority of prospective residents will check the community's Google rating before contacting the leasing office.

Ms. Clare noted that the multifamily industry has become much more customer-focused, “Not only because it helps our communities, but because it’s the reality of the world we live in. You don’t get to make mistakes that stay within the community. The whole world knows about mistakes because they are on social media.”

JD added to this, saying, “Online ratings and reviews are your report cards. We’ve done several analyses where we’ve looked at properties with higher Google scores—we can assign a rent premium to a Google score by property. If your score is below 4.0, 90% of people won’t even look at you. They are looking for 4.5 and above.”

This statement shows a clear correlation between resident happiness and increased revenues.

JD also comments, "If our associate experience is on-point, then our customer experience will be on-point."

He explains that you can take care of 95 out of 100 issues by focusing on the fundamentals:

1. Answer the phones
2. Respond quickly
3. Respond thoroughly
4. Resolve the customer issue

## Investing in Relationships

Ms. Kimbrough said that post-pandemic, “We have a new initiative, and we’re refocusing on resident experience. It’s become a top priority for us. As part of that, we’re at a point now where we can try different technologies. We’re looking to put smart home tech and managed wifi into a lot of properties. This is part of improving that resident experience.”

The resident experience will differentiate between an increased NOI versus decreased NOI. JD says, "If you take care of your customers, they’re more likely to renew. They’re more likely to stay with you and pay the premium rent you’re looking for."

There is a formula for multifamily success, and it’s the same formula for multifamily customer satisfaction.

Good wages plus flexible hours plus career paths plus genuine gratitude equals happy associates.

Happy associates create good interpersonal relationships plus cleanliness plus responsiveness resulting in happy residents.

Happy residents decrease turnover rates and are willing to pay a premium to stay in their community, resulting in happy owners and investors.


The Building Blocks of Multifamily Customer Satisfaction

Here are ways to increase efficiency in multifamily operations for maximum results. The AppWork team details four strategies on how to do this, including tips on maximizing efficiency in the current work climate, plus the tools needed.

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Much has happened in the aftermath of the pandemic, all of which directly impacted real estate management. From the war in Ukraine to rising inflation, from interest rate hikes to increased rents, uncertainty fills the world.

According to news sources such as [NPR](https://www.npr.org/2022/06/09/1103919413/rents-across-u-s-rise-above-2-000-a-month-for-the-first-time-ever) and [The Real Deal](https://therealdeal.com/2022/06/10/national-median-monthly-rent-hits-2k-for-first-time/), the national median rent has reached or surpassed two-thousand dollars for the first time in the United States. The rental market is more competitive than ever, making it an especially crucial time for multifamily communities to focus on and achieve greater efficiency.

Strong management is non-negotiable. Not only does it help retain residents, but also the talent working with them. While the rental market is experiencing a high, so has the turnover of the operational staff. This turnover directly impacts resident satisfaction, not to mention the overall value of a property.

There are ways to increase efficiency for maximum results. The AppWork team details four strategies below, including tips on maximizing efficiency in the current work climate, plus the tools needed.

### PropTech: Doing More with Less

Companies across the country are struggling to maintain enough staff for growing businesses. Nearly every sector has been affected. Scenes of long lines and excruciating wait times at check-out counters, restaurants, or even car rental pick-up are commonplace.

There are several reasons for the phenomena now called “[The Great Resignation](https://hbr.org/2022/03/the-great-resignation-didnt-start-with-the-pandemic)”: a hot job market, low unemployment, and runaway inflation. Firms everywhere need to do more with fewer staff members.

For the real estate sector, rental management or property technology software (such as AppWork and others) helps streamline workflows and empower employees and residents. These apps enable companies to hire fewer staff members and help those on staff be more effective.

With the right app, managers and techs can oversee multiple properties, units, employees, and work orders from the palm of their hands. Centralizing the team deepens the impact of each member. A good app also focuses on information sharing, connects the resident to the community staff, bolsters resident satisfaction, and solidifies higher retention rates.

However, alongside software tools, there are other human and emotional variables that communities need to consider to increase NOI.

### Better Attitudes, Better Collaboration

In the past, many firms and their internal departments held attitudes and prejudices that resulted in a feeling of, "You do your job, and I will do mine." Nowadays, that attitude no longer works. Teamwork is not just a buzzword but a necessity for the success of a multifamily community. Residents often reflect the attitudes of staff members. Thus, the ambiance of the team affects the whole community.

When hiring, managers need to focus not only on hard skills and years of experience but also on soft skills and natural attitudes. An upbeat attitude brings incredible value to any team.

On top of that, managers must treat their staff well. Not only in terms of fair compensation but as valuable team members who have much to contribute. With the right attitudes in check, a strong team will follow. An ambiance of collaboration acts like Miracle Grow in any workplace.

The atmosphere of a rental property starts with the staff. If the team is happy and the members feel valued, that energy will flow into their work. This energy overflows into the state of the property with well-tended gardens and promptly filled work orders. People tend to do higher-quality work when they work with positive energy and care about their job.

Tenants will witness the care going into the property and notice how quickly the team resolves their issues. Residents will feel appreciated and judge the value of living on the property. Happier residents increase the value of a community. Rent increases are inevitable. When a community is well-managed with high resident satisfaction, those increases are less of an obstacle for occupancy. People pay for quality.

Above all, an emphasis on teamwork is critical. All the benefits stem from the staff, large or small, working as a cohesive unit. Managers must nurture and encourage them. Everyone needs to believe: We are all in this together. Managers should strive to lead that credo by modeling it through actions.

Managers can make employees feel valued with some easy things, like remembering their birthdays with a card or bringing donuts in from time to time. Small gestures make a big difference. Team-building events are invaluable. These events can include anything from hosting a team dinner, playing a round of miniature golf, or hiking together.

Games, in particular, simple ones like card games and board games, teach managers a lot about their staff and build bonds that feel natural. Most importantly, managers should show that they genuinely care. People crave feeling cared for in any relationship, whether work-related or personal. People want to matter. Managers have the power to make people know that they count.

If the staff knows that their work matters and when they forge bonds, their work will prosper, along with their communities.

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### Inspect What You Expect: Follow-Up

In sales, as in life, follow-up is everything. Property managers and maintenance supervisors set the bar for their expectations by inspecting work orders.

Supervisors will never get the results they want if they never personally inspect a technician's work. If they do not show up in person, they set a bad precedent by creating an opening for oversights to happen.

If technicians feel they are unmonitored, they start to believe the quality of their work is not important. They think it is their job, not the managers, to ensure the smooth running of the community. This thought process violates the main principle of collaboration by revisiting the old-time attitude of, "You do your job, and I do mine."

Managers are like commanders in the military. The buck stops with them. The more a manager cares, the more their techs will. Showing technicians concern about the caliber of their work helps build a positive team attitude. It lets them know that their work matters.

AppWork includes an option for residents to rate and review technicians after the completion of a work order to enable follow-up. The reviews enable community managers to see the effectiveness of each deliverable.

Of course, the more follow-up, the better. Property managers should communicate regularly with residents. They can ask about the technician's work and check in on how the resident feels overall about the community.

Managers also need to speak with the technician and ask how everything went. Most importantly, they need to inspect the work done in person.

Managers should not mistake micromanagement for caring. No one likes being micromanaged. No one. Managers need to trust their technicians and provide praise and encouragement in large doses. After following up with a tenant or inspecting the work personally, a manager should also discuss it with the service technician.

A manager can build the tech up when they are on the right track, so he stays on the right track. They can contact them and convey something like, "I just wanted to let you know that I saw the work you did in unit 301 and thought you did a great job."

Or they can say, "I gave the resident in unit 220 a call. She said you were super helpful. I appreciate you going the extra mile." Small moments of earned praise go far with staff and will encourage them to give their all.

Of course, not every work order goes as planned. Sometimes residents are unhappy or blasé about the work done. Sometimes their feelings are justified. If that is the case, the manager needs to dig in and see what caused the issue. They also need to own the problem and make sure it gets resolved.

First, the manager should communicate with the resident and show that she cares. Then, she needs to troubleshoot the issue or find someone who can troubleshoot the problem until the resident is satisfied.

A [good manager](/proptech-news/succeed-as-property-manager/) takes care of what needs to be taken care of. Then they speak with the tech and give the feedback received from the resident. Both the manager and technician need to listen to the resident's feedback without being judgemental.

Sometimes, a service technician can explain why they completed the job in an unsatisfactory way. He might have personal problems, like a sick child or an impending divorce. The resident might have genuine interpersonal issues. Maybe the technician made an honest mistake and missed something.

Everyone is human and makes mistakes. A good manager both shows empathy and keeps a lookout for recurring issues. They get to the root of the problem while showing understanding to both technician and the resident. They also make sure that it does not happen again. This foresight goes back to owning responsibilities.

AppWork created a helpful checklist of suggestions for managing work orders and follow-ups:

1. If using maintenance management software (like AppWork), make sure to read resident reviews. If residents are not reviewing work orders, follow up with them about the work done and encourage them to review work orders in the future.
2. Even if a resident leaves a review, it is good to talk with them in person about the work order. Ask how the job went, and see if they have any other needs.
3. It always helps to speak with the technician and get their take on the job. Let them know if the resident gave positive feedback, and make sure to praise them.
4. Go to the unit and inspect the work personally. Nothing can replace an actual inspection.
5. Some managers have found it helpful to tag along with technicians on jobs and provide a helping hand. The manager can gain valuable insight and experience by doing this. He will also build rapport with his team member.

### Standardized Methods

Community managers should not reinvent the wheel with each work order. They need written standards for every type of work order and make ready task. They should distribute and discuss their standards and make sure the whole team understands (and agrees) with them.

Within a community, every technician should follow the standard procedure. Standardization drives efficiency. If every technician follows the same workflow, then the team will feel more cohesive and unified.

[Efficiency increases](/proptech-news/efficient-work-order-management/) when writing work orders uniformly, processing work orders in their proscribed method, and executing work orders in the same way across the board.

Maintenance management PropTech (like AppWork) automatically standardize operational workflows, getting every team member on the same page. Whichever method a manager uses, each team member needs to know the step-by-step process from beginning to end. They should not be allowed to deviate from or customize the process.

The AppWork team recommends the following steps to standardize workflows in a community:

1. Write down and codify the desired workflow. If this isn't accomplished already, then it is time to start! Gather every manager and supervisor together in one room or over video conference.
2. Brew up some coffee and provide snacks. Walk through a list of every task within the community, and take detailed notes about how the team should handle each task.
3. Everyone on the team should know the answers to basic questions like: How frequently do we mow the lawn? How often do we sweep the sidewalks? On which day do the trash collectors come? When must residents pay rent? What happens if they are late?
4. Get a clear understanding and consensus on the community ecosystem. Map out every step at every level, from advertising vacancies to residents moving out. Think of the property as a dance and the standardization as the choreography, with every move dictated from beginning to end.
5. Create categories, put each task into the appropriate category, and then outline the methodology of each one in a step-by-step process. Revise, edit, and streamline all the brainstorming. Then create a manual.
6. Create digital or physical copies of this manual. Distribute one to every team member. Teach the team about the canonized workflow and provide whatever training is necessary.
7. Watch senior team members train junior team members. This dual training provides reinforcement of what they learned and also builds camaraderie within the team.

Of course, using maintenance management software makes the process easier. The AppWork team obviously recommends [AppWork](/solutions/work-order-app/). It comes with a built-in workflow created by seasoned owner-operators. It also provides plenty of customization for each community.

Every task has a category. The app uses machine learning to categorize work orders automatically. The technician app ensures a uniform process across the team. Managers can build a workflow that is digital, portable, and instantly sharable.

### Conclusion

The strategies outlined in this article (better attitudes, follow-up, and standardization) will gain value over time, like compound interest. The ultimate goals are happier residents, engaged staff, efficiently run communities, and more profit.


Increase Efficiencies in Multifamily Maintenance

The conference lived up to the NAA motto of “Work Hard. Play Hard.” Attendees enjoyed a plethora of food, drink, and entertainment. Of course, most people were there to network, meet up with old friends, and learn more about the multifamily industry.

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## Work Hard. Play Hard.

On Wednesday, June 22nd, 2022, AppWork brought the party ([patches](https://partypatch.com/)) to San Diego for the NAA Top Gun event on the USS Midway. The party hit maximum capacity early in the evening as the multifamily masses gathered to enjoy the comedy of none other than Jeff Foxworthy! He was bookended by our industry’s own Toni Blake and a couple of 90s hip hop icons - Digital Underground and Tone Lōc of “Funky Cold Medina” fame!

The conference lived up to the NAA motto of “Work Hard. Play Hard.” Attendees enjoyed a plethora of food, drink, and entertainment. Everyone was also invited to partake in guided tours of the USS Midway or enjoy other ship-related activities. Of course, most people were there to network, meet up with old friends, and have fun.

## The NAA Exposition

The [NAA](https://apartmentalize.naahq.org/) is right when it says, “Exhibitors love Apartmentalize, where they can raise brand awareness, forge new business relationships, and grow their pipeline with quality leads from industry decision-makers.”

During the NAA Exposition, the crowds continued. It looked like the conference hit pre-COVID attendance levels (if not higher). Attendees packed the expo floor from start to finish. AppWork team members expressed how exciting it was to see the resurgence of attendance, and they enjoyed the excitement of the multifamily industry coming together.

The expo started on Thursday morning and included exhibitors from every aspect of the multifamily industry, from flooring to sanitation to services for building animal-friendly communities. The excitement was palpable, with extravagant booths and give-aways ranging from ballpoint pens to designer handbags to a Tesla.

The AppWork team noted that PropTech companies (in various forms) comprised at least 50% of the booths on the floor, making technology a hot topic of the conference. The exhibits clearly showed that the multifamily industry has invested, and will continue to invest, lots of money in software and technology. A rumor floated around the hall that one company spent almost $10 million on their booth!

The best part of the day was the level of engagement found in the multifamily crowd. There was a lot of traffic during the day. Everyone there, from maintenance technicians to executives, was open and eager to learn about all the services on display. The AppWork team said that the attendees evinced genuine curiosity and interest, especially concerning the AppWork platform. There is a universal need for improved maintenance services, and that’s what AppWork brings to the table.

Bert Wray, CEO of AppWork, said, “I want to give a shout-out to everyone who stopped by our booth to show support and interest for AppWork.” He further commented that the huge smiley face next to the phrase “multifamily maintenance” intrigued many attendees. They asked, “How are you going to bring a smiley face to my maintenance problems?”

## Education Sessions

Different members of the AppWork team attended as many of the education sessions as possible. They felt almost every single session discussed one of two topics: Automation/Centralization and Recruiting.

Traditionally, the industry standard is to have a ratio of one leasing agent per 100 units and one maintenance lead per 100 units. There is a big drive to change that ratio for two reasons: increased efficiency and decreasing the amount of staff needed to run a community.

Owners and operators are using artificial intelligence for automation. For example, if a potential resident contacts the leasing office, the AI responder will send them the information they need for a virtual tour and subsequent forms.

The key to changing the industry standard is using technology partnered with centralization. Thanks to COVID, many properties adopted online workflows resulting in on-site leasing offices shutting down. Agents can now work from a single, central location with the help of virtual tours, digital payments, and online application forms.

The new standard will see no one working on-site except for the maintenance team. Multifamily companies can now aggregate leasing agents and community managers, enabling them to increase the ratio from 1 per 100 to 1 per 200.

Why such a drive to break the standard? The multifamily industry is having a big problem with recruiting. Across the board, everyone is struggling to find leasing agents, community managers, maintenance supervisors, and service technicians. With no relief in sight, the multifamily community is turning to technology for help.

## The AppWork Solution

AppWork’s mission is to use technology to drive efficiency in maintenance. The concerns voiced by many participants centered around the lack of staffing and inadequate training for what staff they have. AppWork can help with both of these industry pain points.

In a post-COVID market, community managers need to focus on streamlining operations and increasing efficiencies. The staffing shortage isn’t going away any time soon. The real solution is for managers to maximize the workers they do have. AppWork helps this process in three ways.

First, it improves engagement with both technicians and residents. Many Apartmentalize attendees bemoaned the lack of engagement within their teams and residents. AppWork builds engagement by focusing on the technicians in a way that is unique to its platform.

The app acknowledges technician success with badges and leaderboards. On the other hand, it also keeps residents in the loop with automated communication tools and the opportunity to provide feedback. With AppWork, communication moves in a full circle between management, technicians, and residents.

Second, many multifamily leaders need a better understanding of what their training needs truly are. This understanding can only come from accessible and actionable data. AppWork’s robust analytics can help identify specific categories, and even subcategories, where the maintenance team, or even an individual tech, is weakest.

Once managers have the data they need, they’ll know who needs training on HVAC versus who needs more plumbing knowledge. They can also discover that a technician or team specifically needs low voltage training within the HVAC category or a better understanding of rough plumbing.

Finally, with AppWork’s innovative work order system, community managers will be able to utilize fully their technicians’ time and energy, enabling them to meet pre-COVID levels of production with less staff.

![image of San Diego skyline](https://strapiimages.s3.us-east-2.amazonaws.com/img_middle_apartmentalize2022_da6e32f149.jpg)

## Friday: The Final Day

The tremendous energy of the exhibit hall lasted until lunchtime on Friday. At that time, the NAA hosted a special luncheon to hand out their annual Excellence Awards, also known as Excels. These awards recognize excellence and leadership in the industry.

The AppWork team particularly wants to congratulate Cindy Clare from Bell Partners in Greensboro, NC, on receiving a lifetime achievement award and being inducted into the NAA Hall of Fame.

NAA celebrated the closing of Apartmentalize by throwing a block party in San Diego’s historic Gaslamp Quarter. Much like the party on the USS Midway, they offered food and drink from 13 local restaurants and provided live music, games, and activity stations. The AppWork team had a blast but regrets running out of party patches. They plan on bringing more for Apartmentalize 2023 and look forward to seeing everyone in Atlanta, GA!

---

_Even with all of the fun and excitement of Apartmentalize, we would be remiss if we didn’t extend our thoughts and prayers to our friends from The Preiss Company. Our prayers are with Lane and Toni, their family, friends, and coworkers as they journey through recovery._

_The multifamily community has come together to raise funds for their industry friends. A [fundraiser](https://www.gofundme.com/f/help-lane-toni-witn-medical-recovery-expenses) has already brought in over $150,000 to cover medical costs. While the incident was horrific, it is heartening to see the love and support pouring out from the multifamily community._


AppWork @ Apartmentalize 2022

While fortuitous circumstances can lead someone down the path of property management, it takes more than luck to succeed. AppWork has compiled the following seven tips, taken from the property managers who helped us build our maintenance management app.

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Many property managers stumble into their jobs [unintentionally](https://www.multifamilyinsiders.com/apartment-ideas/the-front-lines/20735-time-for-some-positivity-why-did-you-want-a-career-in-property-management). They were hired by a friend of their mother&rsquo;s as a leasing agent. They were looking for a new apartment and came away with a job instead. They were desperate for work and accepted a position in a new industry. While fortuitous circumstances can lead someone down the path of property management, it takes more than luck to succeed.

AppWork has compiled the following seven tips, taken from the property managers who helped us build our maintenance management app.

## Start with the Right Attitude

Whether you&rsquo;re managing your first property or your hundredth one, the right attitude will always be the foundation of your success. A property manager who is positive and proactive will have the ability to overcome obstacles while constructively interacting with residents.

Motivate yourself by setting professional goals. Reaching goals will keep you feeling capable and accomplished. Your goals can cover a wide variety of subjects, like:

- Reducing apartment turnover time
- Improving renewal rates
- Increasing service technician retention
- Earning a new professional certificate
- Reducing resident complaints
- Lowering new resident acquisition costs
- Increasing operational efficiencies on-site and in the office

The key to setting goals is measurability. You need to know your current numbers before setting goals for new numbers. Good property management software offers [in-depth reports](/solutions/reports/) and analytics.

Once you have base numbers, you can set long-term and short-term goals. Being successful leads to feeling successful. That brings more success. Since you want to build on your accomplishments, it&rsquo;s better to have smaller, achievable goals versus large, daunting ones. Don&rsquo;t set yourself up for failure.

After setting your goals, get right to work. Don&rsquo;t procrastinate. Be prepared for each day. Many successful property managers get up early so they can be ready before their team arrives. If you&rsquo;re a night owl, prepare the night before. Preparation can include:

- Knowing which vendors are coming and when.
- Assigning work orders to both on-site technicians and third-party vendors.
- Knowing which vendors and technicians are the best for each work order.
- Following up on your service technicians&rsquo; work orders.
- Catching up on your paperwork (see below for more details)

[Check out our tips on increasing efficiency in your work order management.](/blog/efficient-work-order-management/)

![picture of a desktop with a computer](https://strapiimages.s3.us-east-2.amazonaws.com/succeed_sweat_little_87adb6f764.png)

## Sweat the Little Stuff

The most successful property managers tend to be extremely organized and detail-oriented. Little things can make a big difference. If you violate a city code, you might be facing expensive legal problems. If you ignore a small maintenance request, it can quickly grow and cause massive damage to the property.

To avoid scary legal fees and large renovation costs, you have to stay on top of your paperwork. Every little detail matters. Some of the paperwork property managers need to keep in order:

- The signed lease agreement
- Maintenance service requests
- Rental payments
- Notifications about lease violations
- Property inspections
- Insurance policies for the property
- Records of security deposits, fees charged, and money refunded
- Any legal records from the city or state, including documents about property taxes

Ideally, most of these documents should be digital and stored in a cloud-based platform. Whether they are physical or digital, keeping them organized is essential.

Also, when it comes to multifamily maintenance management, a tiny issue can create big problems. A leaky faucet might seem minor, but if left it can create extensive water damage. A broken doorknob is easy to dismiss, but that might be part of why a good resident moves out.

Even if you don&rsquo;t have any training or experience as a service technician, you can still spot-check your technicians&rsquo; work and communicate with residents, making sure they are satisfied with the upkeep of their unit and the property in general.

Being a property manager means being in the middle of everyone, with pressure coming from the property owner, the service technicians, and the residents. You are the keystone of the property&rsquo;s operations.

## Prioritize Communication

Communication doesn&rsquo;t start after a lease agreement is signed. You also need to communicate well with potential residents. Did someone start filling out a lease agreement online and stop halfway through? Or maybe they visited your office but never finished filling out an application?

Don&rsquo;t lose your leads! Call them back and see if they need help finishing the application. Send them an email and offer your assistance. By reaching out and communicating with potential residents, you can reduce vacancies and spend less time marketing your property.

Once they&rsquo;ve signed a lease agreement, keep communication channels open. Start with asking how often they want to hear from you and what&rsquo;s their preferred communication method.

If a resident contacts you at any time, provide a prompt response, even if the only response at the moment is, &ldquo;I got your message, and I&rsquo;m going to start working on it.&rdquo; Every time you get an update, pass that update on to the resident.

Make sure communication is a two-way street. Get feedback from your residents regularly. This can be done by offering the ability to rate maintenance calls or just by making a habit of asking each resident, &ldquo;What&rsquo;s important to you? What do you feel is missing?&rdquo;

## Get Good Residents

This might seem like a no-brainer, but it&rsquo;s critical to your success and not always easy to accomplish.

Providing the amenities people want will increase your chances of getting quality tenants. Keep your properties clean, tidy, and up-to-date. Residents will always prefer a modern-looking and well-kept property.

Create a system for screening prospective residents. Depending on state laws, make sure to check out:

- Employment
- Income
- Criminal records
- Previous evictions
- Credit history
- References (personal and professional)

Warning signs of a troublesome tenant:

1. They have a history of not paying their rent or not paying rent on time.
2. They have caused significant damage to previous units.
3. Their pets have caused significant damage previously.
4. They needed to be evicted in the past.
5. They have a history of fighting with neighbors.

You won&rsquo;t know about any of these problems if you aren&rsquo;t careful to call references and follow up on the information provided in the application. Be patient and thorough. It&rsquo;s much easier to avoid a troublesome resident than to evict one.

![picture of a balcony in a multifamily community](https://strapiimages.s3.us-east-2.amazonaws.com/succeed_focus_residents_6acde8ac48.png)

## Focus on Keeping Good Residents

Engage with your residents and keep them engaged with you. Put residents first and truly care about their feelings. Residents need a property manager who is available, responsive, and reliable. Residents want someone who is friendly and takes a genuine interest in their lives. According to [Anita DiPietro, CPM](https://www.irem.org/learning/publications-news/blog/irem-blogs/2021/11/building-the-future-anita-dipietro), regarding property management as a whole, &ldquo;at the end of the day, it&rsquo;s all about relationships.&rdquo;

Your lease renewal workflow should include early outreach. Contact residents to see if they intend to stay or not. See if there are some minor fixes they would appreciate. Ask questions about how they feel regarding their apartment and the property as a whole. Even if a resident is leaving, you should be upfront about charges. Otherwise, you might find yourself experiencing [an ugly move-out experience](https://www.naahq.org/news-publications/10-reasons-ugly-move-out-experience).

Warning signs that a resident is thinking of leaving:

1. They have been complaining a lot. They appear unhappy when you speak with them.
2. You don&rsquo;t know how they feel because you haven&rsquo;t spoken to them in a long time.
3. You don&rsquo;t know how they feel because they have been ignoring you for a long time.
4. They have been fighting with neighbors.
5. Their financial situation has changed for the better or worse. Someone making more money might be ready to buy their own home. Someone making less money might need to move to a more affordable property.
6. Their life situation has changed. They are getting married or divorced. They got a new job in a different state. They have an aging parent elsewhere that needs more time and attention.

While some of these circumstances are out of your control, some of them are not.

The following are the top reasons why residents leave, and some tips on how to avoid them:

### Maintenance

If maintenance requests are not resolved quickly and efficiently, residents will leave. It&rsquo;s far more expensive to replace a paying resident than to hire a plumber. Also, it&rsquo;s more expensive in the long run to pay for wasted water than to fix the leak promptly. Maintenance includes the upkeep of HVAC systems and keeping units pest-free. If you make sure your rentals are kept in good condition, you will have a much better chance of retaining your preferred residents.

### Increased Rental Prices

Are you charging far more versus comparable units in the same area? Have you noticed other properties aggressively promoting? Are you planning on a large increase? Have local rental prices decreased? Pay attention to trending rental prices. If residents can find a similar apartment for less, they&rsquo;ll move.

### Poor Communication and Broken Promises

If you prove rude, unprofessional, or unreliable as a property manager, residents will not want to stay. Be careful about making guarantees, if you won&rsquo;t be able to back them with action. Even if you keep 95% of your promises, your residents will likely only remember the 5% that you didn&rsquo;t.

### Lack of Amenities; Not Pet-Friendly

While many amenities might be something out of your control, it&rsquo;s not always possible to put in a pool or build a new gym, you can still come up with different ways to make your property more appealing. For example, you might be able to change your property&rsquo;s policies regarding pets. Yes, animals can cause damage to your property. In most cases, it will cost more to attract and sign a good resident versus the cost of fixing damages caused by a pet.

### Size of Apartment

They might need more space or less space. In cases like this, ask yourself, "Do I have another unit that might be perfect for them?" If you have a good rapport with your residents, then you should be able to work out a solution that benefits everyone.

### Bad Neighbors

Like a rotten apple ruining a bushel, one unsavory resident can destroy a community. A thorough system for screening potential tenants should go a long way in alleviating this problem.

Turning over a unit and advertising to find a new resident is costly. If you have a resident who pays their rent on time, gets along with their neighbors, takes good care of their unit, and only lodges genuine complaints, that resident is worth their weight in gold.

## Never Stop Learning

As a property manager, you need constant awareness of what&rsquo;s going on and the knowledge of how to fix it. It&rsquo;s essential to learn and keep up-to-date on local, state, and federal laws that impact the property management industry. This includes the [fair-housing act](https://www.justice.gov/crt/fair-housing-act-1), [landlord-tenant laws](https://www.american-apartment-owners-association.org/landlord-tenant-laws/), and current knowledge about the surrounding rental market (including your competition, local rental rates, and the best vendors to use).

While there are no online courses on how to have empathy and be more patient (although there are some relevant [Ted Talks](https://www.ted.com/playlists/353/talks_to_help_practice_patienc)), it's possible to learn or enhance your communication skills, such as:

- Written English
- Spoken English
- Negotiation skills
- Building better work relationships

Additionally, many other online courses are teaching technical skills for property management, including topics like:

- The Fair-Housing Act (take a course when you start and then yearly to keep up with new legislation)
- Marketing (such as building a brand, generating leads, advertising)
- Risk Management (to stay on top of compliance)
- Maintenance (it helps if you can perform basic maintenance tasks in case of an emergency)
- [Continuing education credits](https://store.gowithvisto.org/collections/cecs)
- Certifications from the [National Apartment Association](https://www.naahq.org/education-careers/online-learning): Certified Apartment Manager (CAM), Certified Apartment Leasing Professional (CALP), and Certified Apartment Portfolio Supervisor (CAPS)

Acquiring and maintaining industry knowledge will ensure your long-term success as a property manager. Know how to cover all your bases and be capable of predicting future issues.

## Finally, Think Like an Investor

The success of your property will be measured by how profitable it is. Luckily, if you are positive, organized, detail-oriented, communicate well, careful about new residents, prioritize the happiness of current residents, and continue learning you should be well on your way to a triple win. The property owners will be happy with the ROI. The residents will be happy with their living situation. You will enjoy your job more and feel accomplished.

How to Succeed as a Property Manager

To succeed as a property manager, you need to increase operational efficiencies with the correct tools. To help you achieve your goals, AppWork has developed new product features, including auto-assign for work orders, automatically updating make ready boards with vacant units, location tracking for technicians, and more.

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Some pandemic pain points include:

- Increased prices of tools and materials
- Decreased availability of third-party vendors
- Larger time frames for delivery of supplies for repairs
- Increased resident presence due to more people working from home or being in quarantine
- Increased demand for extra services and amenities

According to the [Bureau of Labor Statistics](https://www.bls.gov/news.release/cpi.nr0.htm), the consumer price index rose 7% in 2021, the largest 12-month increase since the period ending in June 1982. In 2022 the cost of maintaining a multifamily property will continue to increase, while the availability of supplies and vendors will continue to decrease.

To succeed as a property manager, you need to increase operational efficiencies with the correct tools. To help you achieve your goals, AppWork has developed new product [features](/features/), including auto-assign for work orders, automatically updating make ready boards with vacant units, location tracking for technicians, and more. Our goal is to help you have a successful and profitable year.

## Five Priorities for Multifamily Property Managers

### #1 Keep Residents Safe and Happy

Attracting and retaining high-quality residents will be the top priority in 2022. Since the pandemic started, residents are staying home more, resulting in an increased demand for amenities. When a resident trusts you as a property manager, they will be more loyal in the long run. Residents complain the most about receiving subpar maintenance services; they often cite this as the primary reason for moving out. Providing outstanding maintenance is the best way to gain trust and retain residents.

When it comes to maintenance, residents want responsive and contactless service. It needs to be easy to make a service request, there needs to be a quick response, and they need to feel safe with the maintenance process.

Most residents want to create work orders digitally and at their convenience. This is why AppWork offers an online resident portal and a mobile application for residents. They can create work orders, attach pictures, add notes, and rate service all from one place.

![picture of a man working on his computer at home](https://strapiimages.s3.us-east-2.amazonaws.com/img_solutions_home_3e8e09c8e0.png)

Besides easy service requests, residents want quick responses. That doesn't have to mean a technician showing up at the door within 24 hours. It does mean receiving some response and acknowledgment of their request. When residents receive prompt emails, keeping them informed about the status of their work order, then they feel that you're working on a solution.

According to the [2022 State of Property Management Industry Report](https://www.buildium.com/resource/2022-property-management-industry-report), residents of all ages prefer communication via email over texts and phone calls. With AppWork, a resident receives an email every time their work order status changes. They also have the option to receive a text message, if they prefer. Not having to deal with the headaches of upkeep and maintenance is a big reason why some residents continue renting instead of buying. Residents must feel that maintenance is easy and hassle-free if you want them to stay.

Cloud-based property maintenance platforms also provide extra security for residents in two ways. They avoid face-to-face encounters with office staff (and can schedule technician visits to avoid face-to-face time with them). Also, with an application like AppWork, residents will see a picture of their technician before the technician arrives.

### #2 Keep Owners Informed and Happy

In a volatile property market, owners need to stay apprised and have a solid understanding of their properties’ performances. Analytics and reports are two of the top digital solutions desired by owners.

Both owners and property managers built AppWork. We know how important data is for making informed business decisions. We also understand that if you have loads of information, but no one can read the report, then all that data is meaningless.

As more properties adopt software solutions for management, owners expect increased transparency. The problem is that some property management software programs are intuitive and easy to use by on-site teams but lack depth in analytics. Other programs provide in-depth, comprehensive analytics but are difficult for staff members to use.

AppWork has created a platform that balances the needs of owners, managers, technicians, and residents. On-site teams can quickly understand and use the application, while managers will benefit from extensive data and easy-to-read reports. Easily export reports so that your boss can track the progress of each property and technician—full transparency with the click of a button!

### #3 Keep Technicians Busy and Happy

The [labor shortage in the multifamily industry](https://www.naahq.org/news-publications/industry-executives-preview-2022-part-2) is expected to get worse before it gets better. Given the dearth of service technicians and the decreased availability of third-party vendors, it’s more important than ever to [engage your service technicians](/proptech-news/motivate-maintenance-technicians/).

![a man changing a lightbulb](https://strapiimages.s3.us-east-2.amazonaws.com/img_solutions_busy_255baf3c14.png)

Also, it’s critical to utilize your technicians' time wisely. Recently, AppWork launched a feature using machine learning to auto-assign work orders. AppWork’s algorithms take into consideration the technicians’ current workloads, ratings, and skill sets. Besides saving you time, auto-assign helps to ensure that technicians have consistent and regular work.

Finally, AppWork is working hard to improve communication with third-party vendors. We want to create a work order workflow that moves smoothly from request to purchase order approval to assignment to completion, whether you assign the task to an on-site tech or a vendor.

### #4 Balance Technology with a Human Touch

The age of whiteboards has ended. AppWork’s cloud-based make ready board offers the ease and customization of an analog whiteboard, with the advantages of digital automation. If you see a column that you don’t want or need, you can hide it with the click of a mouse. The best advantage over a whiteboard? It isn’t stuck on a wall in one location and awkward to move around. Multiple people can work on it from different places—even on-site!

Embracing technology in property management operations results in increased efficiency and increased convenience. The problem is when extra efficiency results in losing touch with your residents. Technology is on the rise, but the need for empathy and human interaction has also increased during the pandemic.

According to the NMHC, the [percentage of rent payments](https://www.nmhc.org/research-insight/nmhc-rent-payment-tracker/) made continues to decline from 2019 through 2021. In some states, almost 20% of renters are behind in their payments. Property managers are stuck in the middle, dealing with unhappy owners who are losing income, and upset residents who are struggling with financial difficulties plus the fear of eviction.

In situations like this, all the technology in the world won’t help. Residents are people. People have [basic, universal needs](https://www.simplypsychology.org/maslow.html). These include the need for esteem, both self-esteem and the respect of others. It’s vital to protect the dignity of your residents (even if you, unfortunately, need to evict them), and this will require a personal touch. The more that you, as a property manager, personalize your relationships with residents, the fewer turnovers will occur.

### #5 Increase Operational Efficiencies

For managers with multiple properties located near each other, creating a centralized maintenance team can save time, money, and manpower. To help with this, AppWork now offers location tracking for technicians. When a work order comes in for a broken radiator, you can easily find which HVAC expert is closest.

Better yet, location tracking will help you know where your techs are currently working. In case of an emergency, you can pull them quickly to handle the urgent situation.

Additionally, AppWork offers advanced technician skill tracking. Want to know who fixed the most appliances? Who completed the most plumbing tasks? With our technician dashboard, you can easily see and demarcate specialists.

Don’t want your top plumber called out to flip a breaker switch? You can customize the work order categories each technician should or should not be assigned. Plus, AppWork uses artificial intelligence to categorize work orders as they come in. The resident can submit a work order, and then AppWork will categorize it automatically and assign it to the appropriate technician, without you having to lift a finger.

Finally, AppWork has added the ability to automatically update make ready boards. As soon as a unit is vacant, it will show up on the board, so property managers can get it ready for a new tenant, without having to add the unit manually. Let AppWork focus on the tedious, recurring tasks so you can focus on building personal relationships with your residents.

### Bonus Feature: Customized Property Management

Every multifamily property manager needs to increase profits, increase efficiency, increase staff buy-in, keep residents happy, and track progress. AppWork has all of those needs met, but we wanted to give you a little something extra.

We recently rolled out a new feature that allows managers to revamp how the look and feel of the AppWork application. You can add a custom color scheme and your company’s logo. We realize that however much we love the color green, you might prefer something else. Other property management software applications can charge hundreds of dollars for white labeling, but AppWork is offering it free to every client.

We’ve worked as property managers, and understand how important customization is. We’re going to continue adding features that allow you to customize your make ready board and more. You have a unique way of doing things—a company vocabulary, branding, and workflows. We want AppWork to fit in with your existing staff and structure. This increases familiarity and decreases the learning curve.

## Take Your Properties to the Next Level

The coming year will continue bringing challenges to the multifamily property industry. This is the perfect time to adopt new technology. Instead of letting those challenges bring you down, you can use them as an opportunity to improve and grow. At AppWork, we believe that your success predicates ours. Our core mission is to help you succeed.

Advanced Solutions for Property Managers in 2022

Once you have a good technician, or better yet, a good team of techs, your number one focus should be keeping them happy and motivated.

Man on a ladder fixing something on the wall

medium_img-feature-12-steps.png

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thumbnail_img-feature-12-steps.png

img-feature-12-steps.png

According to the [US Bureau of Labor Statistics](https://www.bls.gov/news.release/jolts.nr0.htm), Americans are quitting lower-paying, service-oriented jobs to find higher-paying jobs at historically high rates. Furthermore, [Gallup Research](https://www.gallup.com/workplace/351545/great-resignation-really-great-discontent.aspx) shows that most employees are either not engaged or actively disengaged, and are looking for new job opportunities.

In 2021, service workers, in general, started realizing what they’re worth. In 2022, you cannot take skilled maintenance technicians for granted. It’s time to start focusing on technician engagement. Let’s apply the [12 Elements for Employee Engagement](https://www.osha.gov/sites/default/files/2018-12/fy10_sh-20835-10_employee_engagement.pdf) from OSHA to property maintenance technicians. 

## How to Improve On-Site Maintenance Morale

### #1: They need to know what’s expected.
Property maintenance technicians need to know what you expect from them daily. They should have a clearly defined list of tasks. They should have enough assignments to keep them busy for their entire workday. To ensure that your techs arrive to work with their service requests in order, you must prepare the night before. 

Also, if you have a two-person team working together, and they need to tackle both make readies and regular work orders, then it might help to split the day for them, giving them structure. For example, focus on the make ready tasks before lunch, and the outstanding work orders after lunch. When techs have a clear focus for each part of the day, they’ll work efficiently and with less stress.

### #2: People like to have a friend in the workplace.
This is about creating a positive culture for employees. The workplace environment will be defined and exemplified by you, the property manager! Avoid creating management versus maintenance feelings. 

One way to stop your workday from being a battlefield is to pick your battles. Remember, with maintenance techs, let them do what keeps them happy, as long as the work gets done and the residents don’t complain. Do they want to work as a two-person team? Great. Do they need a flexible schedule so they can pick up their kids? Fine. Do they prefer a different brand of drills? Okay.

Also, be careful when hiring someone new. Skills can be taught. A good character and solid work ethic can’t be. A bad hire will bring down the morale of everyone, and he most likely won’t be anyone’s friend.

### #3: Be concerned with the employee’s development, and give them periodic progress reports. 
Ignored employees are disengaged employees. Each maintenance crew member should have clearly defined KPIs, and time to review their numbers with you, at least once every three months. 

Some performance indicators that you can outline for them include: 
- Average work order completion time
- Work order completion rate
- Average rating from residents
- Callback rate
- Average time to turn a unit

Be realistic and specific with the numbers you give them. If a technician feels that what you want is impossible, then they’ll be discouraged and won’t even try to improve. It’s important to establish a baseline before asking for improvement.

To create baseline measurements and future goals, you need data. It’s essential to have a way of measuring and storing average work order completion times, callback rates, etc. Robust analytics and customized reports are non-negotiable requirements for a property management software solution.

### #4: Provide training and opportunities to grow as a technician.
Before sending your technician out for training, you should ask yourself some questions: Which skills does the property need the most? What is the technician interested in learning about? In which area is the technician weakest, and do they want to improve in that area?

There should be some overlap between these points of data. Your maintenance management software should be able to provide you with the following information:

- How many service requests were created per month within each maintenance category?
- What is the completion rate for each category?
- For which category does your technician get the highest resident ratings?
- For which category do they get the lowest?
- For which category do they get the most callbacks? 

Once you have the data, then it’s time to talk with your technicians, so you can create personalized training schedules. Try to integrate training into the weekly schedule. 

For example, if you have two techs who both struggle with leaking pipes, forcing you to call a third-party plumber all the time, then have them shadow the plumber the next time he comes (assuming the plumber is highly qualified, competent, and willing to train). 

Even if you have to pay the plumber for training, you’ll end up saving money when you don’t need his services in the future. The gist of this concept: 1. Find the best in the field; 2. Get hands-on training for your technicians. 

### #5: Have in stock all the tools and equipment the team needs. 
Technicians need to have proper resources to complete their jobs. When technicians don’t have what they need for a job, then the work simply can’t get done. Staying on top of supplies, and ordering them on time, are ultimately your responsibilities as their manager. 

Missing equipment is one of the most common complaints made by technicians. This includes delays caused by late deliveries. Currently, at the end of 2021, there is a massive supply chain problem in the USA. Chances are, this problem will continue well into 2022. That means being more diligent than ever when it comes to keeping the shop well stocked.

![wooden table with different tools on it](https://strapiimages.s3.us-east-2.amazonaws.com/img_motivate_tools_de0e291237.png)

Checking parts and supplies should be part of your end-of-the-day preparations for the next day. Once you’ve assigned tasks to your technicians, it’s important to make sure they will have what they need to complete those tasks. 

Another idea, from an experienced maintenance supervisor, is to purchase dedicated tools for each crew or team member. This reduces friction and infighting, resulting in a more productive and happy team.

### #6: Allow them to do what they do best every day. 
Success breeds success. Find a way to give technicians the tasks they enjoy and do well. If one technician enjoys painting, then she’ll do a much better job than another technician who hates it.

Also, part of letting employees shine is letting go and letting them do things their way. Avoid micromanagement. Tell them the results you want, and let them achieve those results their way. Your technicians might surprise you with their capacity for ingenuity and creative problem-solving.

### #7: Give feedback and recognition for a job well done. 
Lack of recognition is a major complaint, if not the biggest one, from technicians. A manager needs to celebrate both little and big successes. While verbal praise is important, real celebration comes as a tangible reward.

The crew cut completion times in half with fewer callbacks? Take them out to burgers or get everyone a new Leatherman multi-tool as a gift.

A single technician got a glowing review from a happy resident? Give them a gift card or a six-pack of their favorite beer.

The whole team averaged over 4 stars for the month’s reviews and improved completion times? Go on a coffee and donut run at the end of the week, making sure to get everyone’s favorite.

One technician pushed hard to finish a complex and difficult task? Give them half a day off for wellness and relaxation.

Did the whole team work hard to hand in, on time, all units for this month’s move-ins? Did the residents create zero work orders within the first week after moving in? That sounds like a job done perfectly the first time. A month like that deserves a bonus.

Plus, if the technicians know beforehand that they can earn a bonus and how much that bonus will be, they’ll be motivated to achieve the prerequisite goals.

### #8: The technicians should feel that their supervisor genuinely cares and appreciates them. 
This is where empathy and active listening come into play.

Is a technician underperforming this month? Before getting upset, it’s worthwhile to see how you can help. Some questions to ask include:

- Do you have all the equipment you need to complete this task?
- Is there an unforeseen complication creating problems with this make ready?
- Do you feel confident about knowing how to fix this?

If technicians trust their manager, then they can be honest when they are lacking the tools or knowledge to complete a job. 

Also, sometimes technicians might need just a little empathy. Let them rant about the lady in Unit 101. Listen to them when they talk about problems with their teenager. Sympathize with them when their dog dies. By just offering a listening ear, you’re showing that your care is genuine.

### #9: Encourage technicians to improve and develop themselves.
Encouragement comes in many forms. Look for ways of incentivizing and rewarding that don’t cost money. For example:

- Acknowledge a tech’s success in front of the entire staff during a weekly meeting
- Give them verbal appreciation
- Write them a small thank you note, detailing what you appreciate
- Use a maintenance management software that gives badges when reaching goals

![picture of a happy technician holding a drill and a hammer](https://strapiimages.s3.us-east-2.amazonaws.com/img_motivate_happy_f86a704eec.png)

By focusing on what technicians are doing right, you provide positive reinforcement for their actions. [Recent studies](https://pubmed.ncbi.nlm.nih.gov/29083709/) state conclusively: “Positive reinforcement works exceedingly better and faster than punishment.”

Don’t forget that vague, generalized praise comes across as insincere. Pinpoint their accomplishments and call out the details. Instead of “Great job today!”, you can say, “I see you worked for hours cleaning all the grease off the kitchen tiles and cabinets. It looks great.” 

When you notice and point out specifics, the technicians will feel that you see what they do, that you appreciate it, and your appreciation will inspire them to keep up the good work.

### #10: Make their opinion count.
Is your work order completion rate too low, and you’re not sure how to fix it? Invite everyone to sit down together and start brainstorming. Explain the problem, and see what solutions are suggested.

When someone comes up with a great idea, you can use that idea as a source of praise, for example:

- “Let’s implement Alex’s idea. That could really help.”
- “I think today we need the Alex maneuver.”
- “I want to try out what Alex suggested.”

Every time you use a technician’s idea and attach her name to that idea, she’ll feel a little burst of pride.

### #11: Make them feel like they are part of something important.
Turning an apartment can take a tremendous amount of time and energy, depending on the unit and property. While some residents take good care of their units, some don’t. The technician might have to replace outlets and switches, resurface tubs, replace doors and flooring, fix large holes in plasterboard walls, scrub the walls and spackle them before painting, and so on. 

A resident who cooks with large amounts of grease and oil might leave a kitchen covered in difficult-to-remove grime. A resident might have had kids who used the walls to express themselves artistically in multiple mediums. 

Imagine working hard to fix these units only to see them destroyed again, year after year. Every person wants to feel that the work they do is meaningful. It’s hard for a technician to find meaning in their work when it feels like everything they do gets reverted.

Your maintenance crew is the axis around which your property spins. Make sure they know that. They also need to know that a maintenance team can make or break a property. When you say things like this daily, and back up your words by treating technicians with respect, courtesy, good wages, and benefits, then technicians will start to feel that the overall success of the property is their success too.

### #12: It’s important that they feel that every employee, from the top down, is dedicated to quality work. 
Actions speak louder than words. Managers who want hard-working, dedicated, and successful employees need to model those ethics. One idea from a veteran property manager is to spend a day working alongside your technicians. Go and help them make a unit ready for a new resident. If you’ve never done this type of work before, it can be a real eye-opening experience.

Another part of this is having reasonable expectations. A boss who expects more than it’s possible to do in one day does not value the quality of a technician’s work. Fast work becomes sloppy work. Sloppy work results in callbacks, complaints, and residents leaving. 

[According to a recent study in the UK](https://www.vouchercloud.com/resources/office-worker-productivity), the average office worker actually puts in three hours of work per day. If your technicians put in a solid 5-6 hours of working on tasks every day, then they are extraordinary. The first hour of a technician’s day might look something like this:

9:00 AM: Arrive, greet everyone, hang up your coat or bag, and grab a coffee
9:15 AM: Review the days’ tasks with the manager or supervisor
9:30 AM: Gather the tools and equipment needed for the days’ tasks. 
9:50 AM: Head out to the first property of the day, making a pit stop on the way

That’s a whole hour gone, and they haven’t even started the actual maintenance work. Also, this is a serious worker, who isn’t dawdling and wasting time. Add in 30 minutes for lunch, and 30 minutes for short breaks during the day. Now you have 6 hours left for working on tasks. 

Plus, how much time does it take for them to travel between units and properties? How congested are the roads? Make sure to include travel time when calculating how much work you expect to get done. How much time does it take to set up for each task? How much time to clean up afterward? How much time does the paperwork for each task take?

When you give technicians the time they need to do a job right, then you have a better chance of them doing it right the first time. Also, it helps to have a property maintenance management app that makes it easy for techs to comment and add notes about their work orders while they’re on-site. A good app for technicians removes the need for paperwork altogether, resulting in happier techs.

## Happy Technicians are the Foundation of Success
According to another [Gallup study](https://www.gallup.com/workplace/247391/fixable-problem-costs-businesses-trillion.aspx), US businesses lose $1 trillion every year to employee turnover. Your properties cannot succeed if your technicians are disengaged. Happy technicians perform better with fewer mistakes. This increases your residents’ satisfaction, improving retention rates. When managers invest time, energy, and money in technicians, in the long run, they most likely will be getting more than what they gave. 

12 Steps to Motivate Maintenance Technicians

While you can’t escape work orders in property management, you can manage them more efficiently. We know first-hand the trials and tribulations that accompany managing, organizing, and distributing work orders to technicians.

A group of excited co-workers looking at a tablet together

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While you can’t escape work orders in property management, you can manage them more efficiently. We know first-hand the trials and tribulations that accompany managing, organizing, and distributing work orders to technicians.

We have five steps to improve your maintenance team’s workflow and to streamline your work order management.

## Step One: Ensure Engagement

Unit 203 needs her shower fixed, while unit 309 has a leaky sink. They both keep calling you repeatedly, frantic about their service requests (living under the common misconception that more calls equate to faster service). Plus, one of your property managers wants to push off a move-in date because the unit needs new toilet tanks.

Meanwhile, your on-site plumber, Bill, is sitting in the property's shop and watching Squid Games on his tablet.

Usually, these types of situations arise when communication is poor between managers, technicians, and residents. Also, the property manager or leasing office might have a favorite technician who they use by default, not realizing that their workload is already maxed out.

Avoid such scenarios by staying on top of your technicians daily. Make sure work orders are distributed evenly so that every technician has work to do every day.

If you're struggling to maintain balanced workloads, then you might want to research a digital solution for managing work orders. When the managers, technicians, and residents all have access to the same digital work order and receive real-time updates whenever the task is updated, then communication improves.

Plus, with the right software platform, you'll be able to see with one glance how many work orders each technician already has assigned to them while assigning a new work order.

Better scheduling enables you to ensure that every member of your team keeps busy. Staying on top of work order assignments increases resident satisfaction and resident retention.

## Step Two: Plan Ahead

Imagine Bill (from above) suddenly getting the previously waiting tasks in the middle of the day. He gets up eagerly to do the work, but when he goes to fix unit 203’s shower, she isn’t home and her chihuahua is growling at the door. Then he goes to fix 309’s sink, just to realize he’s run out of coupling nuts.

After running to the hardware store and finishing the sink, he goes to the vacant unit and realizes that no one ordered the toilet tanks. Now he can’t finish that task, and he has to circle back to unit 203, on the opposite side of the property.

If all these tasks has been assigned at the beginning of the day or the end of the previous day, Bill would have had a chance to clarify details and schedule his visits beforehand. Did someone order the toilet tanks? Does he have all the tools and parts he needs? When will the resident in unit 203 be at home?

By planning before he starts his rounds, he can make sure to prepare the correct tools and purchase any missing parts beforehand. He can plan the most efficient route, and make sure the chihuahua is locked up before he arrives.

![Screenshots of AppWork on iMac screens](https://strapiimages.s3.us-east-2.amazonaws.com/img_mid_five_steps_33615218e0.png)

## Step Three: Play to Your Strengths

When a plumbing problem arises, you’ll want to send Bill; but when a resident is complaining about broken air conditioning, then you should send Jimmy, your resident HVAC expert. Even if a technician doesn’t have a specific specialty, chances are they will have strengths and weaknesses. A technician who enjoys fixing cabinets will do a better job than one who doesn’t.

By sending the appropriate technician to each job, you’ll save time and increase resident satisfaction. The right person will complete the job faster and do better work, leading to fewer callbacks. Fewer callbacks boost the confidence that residents have in your maintenance teams.

Additionally, you can save a lot of money by sending the technician with the right skillset. Replacement costs make up a significant percentage or your operating budget. Imagine the difference in costs between a technician who knows how to fix broken AC units, versus one who automatically defaults to replacing them.

While this step is obvious in principle, it can be difficult to implement. It’s hard for property managers always to know which technician excels at which tasks, or which technician will be better for a particular task versus others. You can keep an eye out for differentiators over time, and discover strong points through trial and error.

Take skillset management to the next level by harnessing cutting-edge technology that increases the scope and depth of your skill assessments.

How much time does tech A take to complete tasks within different categories? For which tasks does he receive higher ratings versus tech B? How many callbacks does he get within each category compared to others?

You can get the answers with a software platform that determines, tracks, and organizes skill levels using hundreds of data points and evolving algorithms (powered by machine learning).

## Step Four: Work Efficiently

Now that you’re assigning work orders the night before, or first thing in the morning, you can further streamline your technicians’ days by checking for work orders within the same building, unit, or property. This keeps your technicians from running in circles and wasting time on traveling.

Besides alleviating the maintenance teams’ frustration levels, this will also make you residents happier. Most people can’t understand why the handyman can fix their neighbors problem and not theirs.

![Screenshot of an AppWork work order](https://strapiimages.s3.us-east-2.amazonaws.com/img_end_five_steps_69bf2ca1ea.png)

## Step Five: Do It Right the First Time

Callbacks are the bane of every maintenance team and resident. Jimmy thinks the AC for Dr. Nelson is fixed, but Dr. Nelson calls the office back a day later, complaining about the sweltering heat. Technicians don’t like having to go back and residents don’t like needing a return visit. It’s a lose-lose situation.

Also, sometimes, you might hire an unscrupulous technician who’d rather lie about work instead of doing it. A technician like this will mark tasks as done when he has really done nothing.

To increase maintenance team efficiency, It is vital to track and reduce callbacks properly. As with skill assessment, technology can help manage and reduce callbacks. Imagine being able to see how many callbacks each technician gets within a specific time period, broken down by categories. If Tech A gets more callbacks when fixing fridges, then it might be better to send Tech A instead. Most important, if Tech C gets a callback with almost every single task he’s assigned, then it might be better to find a new technician altogether.

Reducing callbacks means a reduction in redundancies. This makes technicians happy, residents happy, and property managers happy (a win-win-win situation).

## Work Orders and Technology

Greater efficiency in work order management and cutting-edge technology go hand-in-hand. The ideal software platform will allow you to ensure that each maintenance team member keeps busy, knows about their tasks beforehand, gets the tasks best suited to their individual skillset, and can group tasks according to location. The same platform should provide supervisors and managers with comprehensive data and analytics to improve skill assessments and reduce callbacks.

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