Maintenance Roundtable Recap

Maintenance Roundtable Recap

By Rhonda Crawford, Regional Maintenance/Training Director, Concord Management Limited

On September 19, AAGO hosted the first ever Maintenance Roundtable.   We had 14 service team members in attendance to discuss and brainstorm solutions to some of the daily challenges that face them.   Led by 5 “team captains”, the attendees worked their way around 5 topics and here are the solutions they came up with.

 Mold

The best practices are as follows:

• Never say mold as it may just be discoloration
• Take pictures
• Document
• Take any complaint about water damage or intrusion seriously and respond in a timely matter
• Implement a preventative maintenance program to ensure that the apartments are in good condition with no outstanding work that needs to be completed
• Use the correct chemicals and equipment
• Call in a professional if needed
• Report any issues to supervisor

 Safety

The best practices are as follows:

• AAGO to offer safety classes
• Personal lockout/tagout
• Budget for safety-golfcarts, PPE, etc
• Add a resource tab on AAGO website for safety course both online and inperson for anything offered on safety. Could add additional resources as well
• Take time onsite and don’t take shortcuts
• Use safety glasses for things like making keys, blowing debris, etc
• Correctly label chemicals and ensure they are labeled correctly
• Use PPE, don’t ignore
• Use cones, caution tape, signs, etc. for liability and notify residents of any potential safety concerns
• Practice golf cart safety daily! Keep feet in cart; keep it clean; properly secure items; lights
• Hydration of all service team members
• Inspect all common areas-are there pool safety devices; are there any trip hazards, etc.
• Check lighting at community
• Host safety meetings with office team monthly

 Time Wasters

 The best practices are as follows:

• Ask office team to limit the use of cell phone calls to service team while they are out on site
• ETA on specific jobs. Standardized times for specific jobs to help schedule appropriately
• Know your team’s strengths and weaknesses and organize projects/service requests accordingly
• Be prepared prior to going on service calls-stock up. Eliminate back and forth trips
• Don’t allow over exaggeration of steps to complete punches
• Properly stock and organize shop

 Customer Service

The best practices are as follows:

• Educate residents on the working of their appliances, trash compactor, etc. If they know how something works, this will reduce service requests
• Know how to listen! Listen to understand, not to respond
• Be nice! Residents and future residents pay our salaries!
• Acknowledge when we mess up
• Service Requests-Follow up to ensure resident satisfaction. Fix it right the first time! Be clean and leave detailed notes
• Don’t be condescending
• Mutual respect and trust for each other
• Take training on how to deal with difficult customers
• Be professional at all times
• Teach your team how to provide good service
• Be transparent

 Communication with Office Team

The best practices are as follows:

• Job shadow each other so you know what a day in the life of each other looks like
• Commit to weekly team meetings
• Greet each other every day in a respectful and friendly manner
• Ask your manager to take the lead and help with the communication
• Trust each other
• Remember that we have a common goal-the success of the property
• Teach the office team how to ask questions while taking a service request so that you don’t get frustrated and they can feel part of the solution
• Keep office updated on progress of turns and service requests
• Have a team building event