Follow Up

 Okay, uh, let's talk about follow up. So, uh, property maintenance can get complicated if repairs fall through the cracks. Uh, it can lead to unhappy residents. Uh, fast and quality repairs aren't just important. They are the key to keeping residents satisfied. Keep them renewing their leases and hopefully start them to leave positive reviews.

So how can you make sure your follow up process leads to five star reviews? A great follow up process focuses on two key performance indicators or KPIs, speed of the repair and resident satisfaction. Quick repairs make residents happy and satisfied. Residents are more likely to stay. In fact, 46% of residents say maintenance issues are a factor when choosing to leave.

Uh, and since 88% of consumers trust online reviews as much as personal recommendations, you can't afford to let bad reviews pile up. So where are follow ups getting lost? What's your current process? Ask yourself, did the technician get the order? Was the repair time scheduled? Was it completed? Creating something that you can follow step by step, a a, uh, solid framework, if you will, uh, is very important to creating some type of follow-up procedure.

Um, I've got three things that might help you establish some type of process. One is confirming that you have received the repair request. Two is troubleshooting the simple issues. Get those things taken care of those real fast in and outs. Do those, do those quickly? Do them in, in, um, in the way that your policy and procedure.

Manual. Manual indicates that you should, um, a lot of times emergencies come first as they should, uh, and then by order that the work order came in. But consult your policy and procedure manual for. Troubleshooting the simple items. Uh, and then the third is to verify completion within 24 hours. Uh, to measure the, the success.

Keep an eye on those two things. Speed of the repair and the resident satisfaction. Uh, repairs that take longer than seven days. Rarely get positive feedback. Prioritize emergencies. Okay? Um, you've got your, your emergencies. Medium priority, low priority. Um. For in general, for resident satisfaction, you should probably aim for four out of five stars is the typical what you should shoot for.

Um, but creating some type of consistent follow up process will help you put these things into place.