Monday, September 11, 2006
MASTERMIND IDEA- WENDY FROM BRENTWOOD
MASTER MINDS
I don’t know about everyone, but I know here at Brentwood Apartments I do the follow ups on all of our Maintenance work orders. Most of the time as a leasing consultant its hard to find the time to do a follow up with in 24 hours of the service request. BUT we make the time and get it done.
A lot of times, the resident asks, "do you know what they did"? Or what was wrong, or they say, I did not see that they were here. Not to mention, the handwriting is very hard to read.
There are times that the resident has called to say: It's been a few days, have not seen them nor seen a slip that they were here.
We put them on hold and radio maintenance to find out what is going on, they reply they needed to order a part and they left that on the slip. We get back on the phone with the resident and explain to them what they are doing, they are looking around and say, I found the slip, sorry did not see it on the counter, but could not read it. They then ask do they know when they will return to fix it? We get back on the radio and ask maintenance when they expect the part in and for the work order to be completed. (Granted this does not happen every time, but often)
Now, when I lived at the Cove at Fishers Landing, when I got my slips, they were very hard to read what they have done, although it was completed, it would have been nice to know what had been done and why it was broken (you might say)
There have been times that it took me over 2 days before I would see that they set it on the stair rail or on a table….
I think that with Equity, wanting to go above and beyond any other property and be the BEST, I have come up with something that will add that special touch to ALL of our service request.
Here is the idea that I think would add that special touch to everyone.
Once the service request has been completed, I think the person who did the service request should follow up with the resident the following business day before they start with other work orders.
This would not only give a personal touch to all of our residents but also they could explain to them what they did to fix it, and make sure that they ask that the resident complete the survey card. Or even let them know that they need to order a part, and give them a time/day when they will return to complete the service request.
We get calls all the time from residents that say that they have not heard back from the maintenance or they did not see the slip on the counter (I know that sometimes it took me a few days to find the slip when they came to my apartment)
If for some reason that maintenance was unable to reach the resident, they still could leave a detailed message as a follow up give to us to do another follow up with them.
Example:
6/19/06 5:30 p.m. H 101 calls in a work order that the screen door if off track and wont open and close properly and keeps falling off
6/20/06 Lynn gets the work order and goes to the apartment to fix the screen door. The resident was not home.
621/06 Lynn calls the resident to see how the screen door is working out for them. Resident says "Oh I did not know you came by, let me check it out….comes back and says it seems to be working ok…Lynn tells them what was wrong with the door and what he did to fix it. Lynn then asks them if they have completed the Maintenance survey card that he left on the counter with the work order. Resident says "oh, I forgot about it or that they did not see it, Lynn asks them if they wouldn’t mind taking just a few minutes to complete it and either drop it by the office to mail it out or they could drop it off in their out going mail.
What does this mean?
Not only did Lynn get to give the resident that extra touch of Excellency but also got the resident to complete the survey card and it adds that personal touch to all of our residents.
Wendy
I don’t know about everyone, but I know here at Brentwood Apartments I do the follow ups on all of our Maintenance work orders. Most of the time as a leasing consultant its hard to find the time to do a follow up with in 24 hours of the service request. BUT we make the time and get it done.
A lot of times, the resident asks, "do you know what they did"? Or what was wrong, or they say, I did not see that they were here. Not to mention, the handwriting is very hard to read.
There are times that the resident has called to say: It's been a few days, have not seen them nor seen a slip that they were here.
We put them on hold and radio maintenance to find out what is going on, they reply they needed to order a part and they left that on the slip. We get back on the phone with the resident and explain to them what they are doing, they are looking around and say, I found the slip, sorry did not see it on the counter, but could not read it. They then ask do they know when they will return to fix it? We get back on the radio and ask maintenance when they expect the part in and for the work order to be completed. (Granted this does not happen every time, but often)
Now, when I lived at the Cove at Fishers Landing, when I got my slips, they were very hard to read what they have done, although it was completed, it would have been nice to know what had been done and why it was broken (you might say)
There have been times that it took me over 2 days before I would see that they set it on the stair rail or on a table….
I think that with Equity, wanting to go above and beyond any other property and be the BEST, I have come up with something that will add that special touch to ALL of our service request.
Here is the idea that I think would add that special touch to everyone.
Once the service request has been completed, I think the person who did the service request should follow up with the resident the following business day before they start with other work orders.
This would not only give a personal touch to all of our residents but also they could explain to them what they did to fix it, and make sure that they ask that the resident complete the survey card. Or even let them know that they need to order a part, and give them a time/day when they will return to complete the service request.
We get calls all the time from residents that say that they have not heard back from the maintenance or they did not see the slip on the counter (I know that sometimes it took me a few days to find the slip when they came to my apartment)
If for some reason that maintenance was unable to reach the resident, they still could leave a detailed message as a follow up give to us to do another follow up with them.
Example:
6/19/06 5:30 p.m. H 101 calls in a work order that the screen door if off track and wont open and close properly and keeps falling off
6/20/06 Lynn gets the work order and goes to the apartment to fix the screen door. The resident was not home.
621/06 Lynn calls the resident to see how the screen door is working out for them. Resident says "Oh I did not know you came by, let me check it out….comes back and says it seems to be working ok…Lynn tells them what was wrong with the door and what he did to fix it. Lynn then asks them if they have completed the Maintenance survey card that he left on the counter with the work order. Resident says "oh, I forgot about it or that they did not see it, Lynn asks them if they wouldn’t mind taking just a few minutes to complete it and either drop it by the office to mail it out or they could drop it off in their out going mail.
What does this mean?
Not only did Lynn get to give the resident that extra touch of Excellency but also got the resident to complete the survey card and it adds that personal touch to all of our residents.
Wendy
