2013 taa preventative maintenance through resident education

“What do we need to teach our residents? Today cooperation between management and residents sets the tone for the culture in your community, the online reputation of the property and the quality of life for all.”

Friday, 4/26/2013 8:45am - 11:00am

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is the second most emotional word in the English language

People are emotional about their home!

“Those who bring sunshine to the lives of others cannot keep it from themselves.” ~Sir James Barrie

What will you bring into the lives of others?

 Do feelings influence others cooperation or trust?

People don’t always remember what you did, They remember how you made them feel.

4 Love Languages for ResidentsUse the Languages of LOVE to build

positive resident relationship & increase retention

1. Words of Affirmation2. Quality Time3. Receiving Gifts4. Acts of Service

Acts of Service

Dependable service is a key to resident retention. How can youenhance the relationship and communication tools delivered byyour service team. Notes, additional service provided during a service call?

Receiving Gifts

This is not about materialism it is about show a thoughtful gesture of appreciation.How can you say “Thanks” for being a resident in an unexpected gift? Candy,cookies, a cup of coffee, a token left on a service request are ways to give gifts.

Quality Time

This is about showing your resident your undivided attention. Giving them your time and attention while they are in the office. Be sure they feel VIP service with your total attention while they are speaking with you.

Words of Affirmation

An unsolicited compliment or word of encouragement is a valuable relationshipbuilder. “Thank you for paying your rent on time, we appreciate your timeliness”, “Thanks for stopping by, we always love seeing you, you’re such a great resident”.

Seven Special Moments

Team Assignment: Meet with your team and discuss how to take the 4 relationship strategies and add the 7 Special Moments.

1. Move-in Day2. Service Request3. Mail Room4. Office5. Rent Collection6. Resident Communications7. Renewal

1. Words of Affirmation2. Quality Time3. Receiving Gifts4. Acts of Service

1. What do you believe is your quality of service?

2. Out of 10 vacant move outs –How many have an unreported service request?

3. Do your residents communicate their service needs?

4. Should you provide more communication tools for resident service?

5. Does your service team have marketing tools for generating positive reviews?

1. What preventative educational programs do you have in place?

2. Is your team clear on cost of service provided?

3. How does the resident communicate their service needs?

4. Do your service teams receive training on selling renewals?

5. Do you use your service team to assist in the leasing process?

 Problem: Residents turn in a request late in the day.For prompt scheduling and faster service - turn in your service request before 12:30 p.m. Problem: Residents fix things themselves. Our trained technicians are ready to meet your service needs. Problem: Resident does not turn in a complete request.Please give us the complete details of your service needs so we can bring the proper tools and supplies to complete the job during our first visit. Problem: Resident ignores service requests.Working together we will create “Star Quality Service” Problem: Residents think they will have to pay for service.Professionally designed ads for newsletter to promote “Free” Services Provided by the Service Department. i.e. running toilet, dripping faucet, air filters, exterminationWhere can we print these educational messages?Newsletter / Signage and Poster in office & common area / QR Code link to website

Maintenance Instructional Copy

Is your toilet running?We want to catch it!!!

 Thank You!

We appreciate your partnership in maintaining the highest quality for your living environment.

Signage, Newsletter, posters in the common areas

Service Warranty Contract

Get on the same page with your residents!!

What service is included?

What service is not included?

What is replaced for free?

What is the resident charged for?

One Hour of FREE Service! • closet door rollers repaired• torn or damaged screens repaired• drawer rollers repaired or replaced• plumbing leaks • faucet drips repaired• installed new light bulbs• toilets operating properly• doorknobs and locks turning properly• carpet strips repaired

Set yourself up for success in our renewalconversation – give the gift of service!

Add a few oz of SCENTsations to

Add the Gift of NEW!

Resident Services MarketingService Staff Photographs in the officeService Pens & Professional AttireService Staff Business CardsResident Service Communication Cards Example:

Front of card: “A Word from Maintenance”. On back of card, or inside: “DONE!!”

We want to thank you for taking the time to let us know about your service needs. We would like to take a moment to be sure and gather the correct information so our service

technicians can complete your service needs on their first visit.

Be sure to offer your technician a complete service request!

Please let us know how we can service you!

Our job is to make your home a great place to come home to. We want to know, if you ever notice a light out or any other detail we have missed – even the smallest detail is important to us! Please check the services your require below and drop this by the office:____ screens torn or damaged____ closet doors off the rollers____ drawer rollers need repair or replacement____ leaks in the joints of your plumbing____ drips from the end of your faucets____ installed lighting out /refrigerator, overhead, bath____ toilets running____ doorknobs and locks turning properly____ carpet strips loose or needing repairTogether we can experience the highest quality of living. Call today or respond to this email.

Create a FREE YouTube Channel

Prepare your list of “lessons”What can you help the resident avoid?

•Dish soap in the dishwasher•What to put in the garbage disposal•Using the reset button on the disposal•When to flip the breaker•How to set the thermostat•How to operate vertical blinds

Are you putting brochuresoutside your door for after hourvisitors?

Email Toni@TotallyToni.com to receive Toni’s28 Renewal Negotiation Cards - Build Confidence in Your Renewal Presentation Words to help you WIN!

When:•Office visit•Online visit•Service Request•Signs in common areas•__________________

FREE•Yelp.com•Judy’s Book•Google +•Local.com•Merchant Circle•AngiesList.com•Yahoo local

Paid•Citysearch•BBB

This is a series of 15 sites that allow FREE business listingsfor your community. Each has opportunities for reviews.

Go to www.Pinterest.com/totallytoni

I build a board on Pinterest with hyperlinks to the pagesfor FREE business listings. Along with other board full of ideas!

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