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The maintenance team is an integral part of resident satisfaction and retention. Since maintenance staff often spend more time with the residents than any office staff, it is essential that they are trained in people skills to ultimately help with resident retention. However, the training for this very important team mostly focuses on the “how-to” of plumbing, electrical, and HVAC repair. A recent Harvard study indicated that the employers of maintenance staff spend 75% of the training budget on administration, product, and technology, and only about 25% on people skills and resident retention.
Join this session with expert speaker Anne Sadovsky to understand the importance of your maintenance staff to the success of your property. You will learn what fair housing laws are most important for maintenance staff to know and understand. By attending this session, you will be able to help your maintenance staff use their personal skills as well as their technical skills. Anne will discuss fair housing in a brief, common sense manner, and you will learn how the personal behavior and words of maintenance staff impact resident retention.
You will understand the role of maintenance team members in the net operating income as it pertains to resident retention. Anne will look at the turnover costs, how to help maintenance staff work well with the office staff, how to deal with unreasonable or angry residents, what should never be said to a resident, and how important a good maintenance team can be to ensure the success of a property.
