Soft Skills

Customer Service: After the Visit #3

Name: Customer Service: After the Visit #3
Uploaded: 2025-04-10T16:09:20Z
Duration: 2 min 2 s

Document everything after the visit. Whether using app-based software or paper orders, always record the time, parts used, and any additional details. Take photos and videos if needed to protect yourself and provide a clear record of the work done. This helps avoid future disputes and ensures accountability, benefiting you, the property manager, and the resident. Don’t skip the documentation—it's essential.

Professionalism

Best Practices

Communication

Mark Sharp

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Transcript

The third thing we're gonna do after the visit is we're going to document everything. Whether you are on app-based maintenance software, or you're still on paperwork orders, you are gonna document everything. Do not just hit complete. Okay? I wanna know how long you were in there, any parts you used.

Take pictures, videos, see why. A cover yourself. That's not what CYA stands for, but I don't wanna say the other word. But you wanna make sure that your owners, your property managers, your residents know you were in that home and you left plenty of information behind and you documented everything. You took the pictures, you calculated your time so that the resident can't come back to you and say, oh no, they were in my apartment at 10 o'clock this morning and they didn't leave until 12 o'clock.

Nope, you've got a timestamp. You entered at 9:32 AM and left at 9:48 AM Okay. Protect yourself. A lot of you think this is micromanagement from your property manager or your owner telling you to use these apps. No. It is a way to protect you, the staff, the company, the owner from the resident. Okay. We've all heard stories.

About residents being so happy and, oh, they came in my apartment and they touched my medicine, or whatever it is. We've all been there. We've all heard it. Protect yourself, mark the time that you start the work. Mark the time that you stop the work and mark the parts and materials that you used and include a photo.

And go on about your day. But note what work was completed and any additional repairs that may be needed. Take pictures if necessary and update the work order system. So thing number three, document everything.