Customer Service: After the Visit #4
The last thing we're gonna do after the visit is we're going to follow up, if applicable, check in with the resident later to ensure satisfaction. Schedule all necessary. Return visits promptly. If you put a bandaid on something, okay, and you need to come back later, schedule it. Let the resident know, Hey, I put a bandaid on this because I had to order a part.
It's gonna take a couple days to get here. I will be back on Wednesday at 10 o'clock in the morning. Schedule the repair so the resident knows you are coming back. I've heard too many times about maintenance completing work orders in the system, showing it's complete, but then having a piece of paper left off to the side that says you gotta go back.
Schedule the work. Go back. Complete the task. If you don't have time to do it right, when will you have time to do it again? Okay. Complete the repair the first time as best as you can. If you have to come back later because the part was ordered, go ahead and schedule that appointment. So that you do not forget because you will forget.
Emergencies happen, things come up, people get sick, people call out. Whatever it is, there will always be a reason not to go back and complete that work order, schedule it and make sure that you do not forget, but you're going to check in with the resident later after satisfaction. Hey, Mr. Jones. Hey Ms.
Jones. I was in there replacing your dishwasher door latch. Is it still working? Are you happy with the repair? Could you please go online and leave me a review? Because five star reviews are everything nowadays. Your properties, reviews, maintenance reviews are everything nowadays. So follow up with your resident.
