{"id":4246,"date":"2024-03-25T21:55:30","date_gmt":"2024-03-25T21:55:30","guid":{"rendered":"https:\/\/propertymeld.com\/?p=4246"},"modified":"2025-04-14T15:50:41","modified_gmt":"2025-04-14T15:50:41","slug":"maintenance-satisfaction-program","status":"publish","type":"post","link":"https:\/\/propertymeld.com\/blog\/maintenance-satisfaction-program\/","title":{"rendered":"How to Ensure a Quality Maintenance Process"},"content":{"rendered":"<p>A <strong>quality Maintenance Satisfaction Program\u00a0<\/strong>means happier residents. Happier residents translate to better reviews and higher resident retention. Positive reviews and resident retention lead to increased revenue and fewer resident turnover responsibilities. It\u2019s rather simple mathematics.<\/p>\n<h2><strong>The Challenge<\/strong><\/h2>\n<p>Confidently knowing your process is up to snuff. To that end, we took a look at how maintenance processes can look in an effort to determine how it should look. Here\u2019s what we found.<\/p>\n<p>In our analysis, the workflow of any maintenance request has a few essential steps:<\/p>\n<ul>\n<li>Receive maintenance request<\/li>\n<li>Coordinate technician and resident schedules<\/li>\n<li>Dispatch technician<\/li>\n<li>Follow-up with technician and resident on the scheduling of repair<\/li>\n<li>Verify work is complete<\/li>\n<li>Receive resident review<\/li>\n<\/ul>\n<p>We\u2019ve found that no matter if it\u2019s handled internally or externally, the processes are nearly identical. The questions both processes should seek to answer are, too.<\/p>\n<ul>\n<li>Did the technician receive the work order?<\/li>\n<li>Do they intend to take the job?<\/li>\n<li>Did they reach the resident?<\/li>\n<li>Was a time scheduled?<\/li>\n<li>Is the repair complete?<\/li>\n<li>Is the resident satisfied?<\/li>\n<\/ul>\n<p>The similarities between internal and external processes may mean it\u2019s easy to go between one and the other. But that ease of use comes with a catch: a repair job can \u201cfall through the cracks\u201d in either system. So, how do you craft a consistent and successful process that avoids costly mistakes? Here are a few tips.<\/p>\n<h2><strong>Checking Checkpoints<\/strong><\/h2>\n<p>Creating a step-by-step process for tracking repairs is a great move. But it\u2019s ultimately of little use if you do not or cannot confirm those steps are being reached in a timely, efficient manner. Thus, one of the most important concepts in a successful maintenance repair process is verifying the important checkpoints are being met.<\/p>\n<p>The first checkpoint your process should be able to verify is that the job has been received and accepted by a technician. The next step is to then confirm an appointment has been made between the resident and technician.<\/p>\n<div class=\"pull-quote\">\n<p>In a perfect world, this step is automated with Meld software, where property managers can easily go onto their dashboard and see where each repair job is in the process.<\/p>\n<\/div>\n<p>But regardless of how this checkpoint is met, we recommend you do not wait any longer than 24 hours after a technician accepts a job before you check-in and ensure an appointment has been scheduled. This step is also important because of the next checkpoint: verifying the job was completed.<\/p>\n<p>At this point in the process, you should know when the job is expected to be finished. The next checkpoint is to verify the job is done. We\u2019ve seen companies skip this step and rely on the receipt of an invoice to confirm the job was completed. But it can sometimes take weeks to receive an invoice, way longer than most residents\u2019 patience. By failing to confirm the quick completion of a maintenance issue, you\u2019re setting yourself up for failure, negative reviews, headaches and lost revenue.<\/p>\n<p>The final important verification step is quite obvious: ensuring your resident is satisfied with the job. A resident with a bad maintenance experience usually won\u2019t wait for your call to express their frustration. Either they\u2019ll call you and turn an ordinary job into an all-hands-on-deck emergency, or they\u2019ll write your company a poor review. By checking in with residents shortly after a job is complete, you can get ahead of the problem and frustration, thereby preventing negative reviews.<\/p>\n<h2><strong>Success Looks Like This<\/strong><\/h2>\n<p>A maintenance repair process with systematic checkpoints and verifications is the best way to ensure residents are happy and business is booming. But in the early going, it can be difficult to gauge if your system is leading to successful outcomes. Acknowledging that everyone\u2019s<\/p>\n<p>definition of success can be different, we\u2019ve nonetheless found three measurements that are especially useful in determining whether your process is working or not.<\/p>\n<ul>\n<li>Speed of repair<\/li>\n<li>Resident satisfaction<\/li>\n<li>\u00a0Cost<\/li>\n<\/ul>\n<p>There is a direct correlation between how quickly a repair is completed and how satisfied a resident is with the job. But you may be surprised to know how little time you truly have to address the issue. According to our analysis, issues that take longer than seven days to fix have close to zero chance of receiving a positive review. If the issue is related to an HVAC system, you have even less time: usually no more than three days. In the end, measuring the speed of a repair job is important insomuch as it\u2019s directly related to resident satisfaction, the ultimate measure of how your maintenance process is working.<\/p>\n<p>We\u2019d be remiss if we didn\u2019t address the cost of a repair job.<\/p>\n<div class=\"pull-quote\">\n<p>Receiving positive review after positive review is great for retaining residents and attracting new ones but is of little practical use if you\u2019re hemorrhaging money in its pursuit.<\/p>\n<\/div>\n<p>To keep costs down, it\u2019s important to craft strong relationships with quality technicians\/vendors. Such relationships can translate to your company receiving priority over others when a technician has multiple jobs to address. It can also lead to better contract terms and the possibility of negotiated pricing. Working with a quality vendor interested in your company\u2019s well-being may also mean sidestepping large, costly, \u201cemergency\u201d repairs. How? A quality vendor will be able to spot potential problems and approaching system failures before they reach that point and with a strong relationship, you can trust they are looking out for your business, not just theirs. As they say, an ounce of prevention is worth a pound of cure.<\/p>\n<h2><strong>Putting It Into Practice<\/strong><\/h2>\n<p>Ask 10 property managers what a successful maintenance process looks like and you\u2019ll probably get 11 answers. Yet we think we\u2019ve found the only answer you really need:\u00a0 Meld software. With our software, the tracking and verification of checkpoints for each maintenance job can be automated and reported in real-time by the technician handling the issue. This means you can easily check on a job to see the details of where it is in your process, and technicians can report on the status as they move through each step, saving you the hassle of checking on things yourself.<\/p>\n<div class=\"pull-quote\">\n<p>We understand that change can be daunting. But with an efficient system in place for the handling of maintenance issues, you\u2019ll ultimately save time, money and stress.<\/p>\n<\/div>\n<p>And with automation and the tried and true system offered by Meld software, changing your process is easier than ever. Leave bad reviews and messy maintenance in the past by streamlining your process and reap the reward of happy residents, happier investors and stress-free property maintenance.<\/p>\n<h3>Learn more with a <a href=\"https:\/\/propertymeld.com\/schedule-consultation\/\">free consultation<\/a> with one of our specialists.<\/h3>\n","protected":false},"excerpt":{"rendered":"<p>A quality Maintenance Satisfaction Program\u00a0means happier residents. Happier residents translate to better reviews and higher resident retention. Positive reviews and resident retention lead to increased revenue and fewer resident turnover responsibilities. It\u2019s rather simple mathematics. The Challenge Confidently knowing your process is up to snuff. To that end, we took a look at how maintenance [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":4247,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"cybocfi_hide_featured_image":"","footnotes":""},"categories":[7,29],"tags":[60],"class_list":["post-4246","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-resident-retention","tag-newsletter"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Maintenance Satisfaction Program\u00a0| Property Meld<\/title>\n<meta name=\"description\" content=\"A Maintenance Satisfaction Program translates to better reviews and higher resident retention which helps your bottom line.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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