Perception

 What kind of tools are you using now? I'm not talking about pliers or, or tongue and groove. Tongue and groove pliers or channel locks or needle nose or, or a multi-tool that's on your belt or any of that. I'm actually asking what do your tools look like? Are they pristine? Are they dirty? Are they in disrepair?

I. The answer to that question is exactly what our residents look like when we begin working inside their apartment. Remember, our residents quite frequently are not informed on the proper way to fix something or the correct way to take something apart. All they know is that we have somebody inside of our apartment and they're knowledgeable about the task they're about to do.

That's it. That's all they know. If they come along and they see you working on their, whatever it is, they're going to take a first impression, and that first impression is gonna go a long way to determining how well your event goes. Meaning if our residents see somebody who is organized, their tools laid out, that's going to give an impression and tell our residents about our competence.

Or if they see our maintenance team with all the tools spread all over everywhere, making a mess, not cleaning up as they go along, just waiting till the very end and clean and clean up the area that says something different. Which one of those two is more reassuring to our resident, that they've placed their confidence?

In the right location, and we are happy that they continue to live here. Think about the perception that you're giving off while you're working on things. Not only how we take care of our tools, but how do you conduct yourself inside of a residence apartment? It's never a good idea to use cuss words or off language.

Be aware of what you're saying. If a resident is in the other room, it's very possible they can hear you. All of that feeds the perception of what our residents hear. So what are you telling the resident? I.