{"id":6363,"date":"2024-04-25T16:14:37","date_gmt":"2024-04-25T16:14:37","guid":{"rendered":"https:\/\/propertymeld.com\/?p=6363"},"modified":"2024-05-08T20:47:28","modified_gmt":"2024-05-08T20:47:28","slug":"leveraging-kpis-to-build-a-powerhouse-maintenance-team","status":"publish","type":"post","link":"https:\/\/propertymeld.com\/blog\/leveraging-kpis-to-build-a-powerhouse-maintenance-team\/","title":{"rendered":"Leveraging KPIS to build a powerhouse team"},"content":{"rendered":"<p><a class=\"sproutvideo-lightbox\" href=\"https:\/\/videos.sproutvideo.com\/embed\/4d90d5b61d18e6c3c4\/276a52fc141bc39c?autoPlay=true\" data-width=\"640\" data-height=\"360\"><img decoding=\"async\" class=\"aligncenter\" style=\"max-width: 100%;\" src=\"https:\/\/cdn-thumbnails.sproutvideo.com\/4d90d5b61d18e6c3c4\/276a52fc141bc39c\/0\/w_640,h_360,btn_true\/poster.jpg\" \/><\/a><script charset='ISO-8859-1' src='https:\/\/c.sproutvideo.com\/lightbox\/v1.0.0.js'><\/script><\/p>\n<p><span style=\"font-weight: 400;\">Property Meld teamed up with the National Association of Residential Property Managers (NARPM) to discuss leveraging KPIs for your maintenance team to improve efficiency and build a powerhouse staff.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We were joined by Deb Newell, a seasoned property management consultant, and Justin Mann, Co-founder and managing partner of Stonelink Property Management.\u00a0<\/span><\/p>\n<h2><b>How the Rental Market has Changed<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Housing providers used to have all the authority. They could charge what they wanted, and it was easy to fill rental units. Now, we are starting to see units sitting vacant for longer, and property management companies are laser-focused on resident satisfaction and renewals.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This change in the market has made the staffing efficiency of your maintenance team even more crucial. Your residents are your assets, meaning you need to retain that asset. The maintenance experience heavily influences resident churn. So, executing your maintenance process with excellence is your solution to lowering churn and keeping renters in their units.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A focus on maintenance is critical for providing a positive resident experience and lowering churn, which ultimately improves profit for investors.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As Justin Mann said, &#8220;You want your owner&#8217;s statements to be as boring as possible.&#8221; This means you are being steady and predictable, which leads to your business and clients&#8217; success.<\/span><\/p>\n<h2><b>How Does Maintenance Performance Contribute to Overall Operational Efficiency?\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">The industry is shifting and placing a greater focus on maintenance. Maintenance efficiency is critical for resident satisfaction and investor retention and for keeping property management companies safe from potential litigation.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Litigations surrounding negligence have increased, and property management companies can protect themselves from this by focusing on providing preventative maintenance and ensuring repairs are completed as efficiently as possible.\u00a0<\/span><\/p>\n<h2><strong>Leveraging KPIS for your Maintenance Team<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Data allows property management companies to drill down into metrics to analyze performance. Justin Mann at Stonelink said they started looking at their coordinator metrics. \u201cWe\u2019re looking at bandwidth, throughput, load balancing, and how many work orders they handle in a day, week, or quarter,\u201d said Mann.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This has allowed them to understand their resident satisfaction per coordinator. How much work can they handle, and what is their backlog?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cThe more data we get, it starts forcing us to get more specific about how we classify our work orders,\u201d Mann mentioned.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Classifying work orders by category allows you to drill down into data because not all work orders are the same, meaning they require different service levels.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Deb Newell mentioned she likes to track maintenance spend per unit because it allows you to retain investors. Your clients need to know how much they should expect to spend on maintenance in a year.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cI can guarantee if property managers focused on maintenance first, you\u2019d have an amazing business. The rest of it will work out,\u201d said Newell.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Establishing a strong culture for your maintenance staff is crucial to improving resident satisfaction. They are your brand ambassadors who interact with your residents most often.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Making them feel included and motivated is a great way to ensure they provide the level of service you expect.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cHowever well they perform is how that resident perceives your company. So you want to make sure they are motivated to do well because they can lower or elevate your brand in the eyes of your residents,\u201d said Mann.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can do this by tracking metrics to highlight your top performers. This not only helps you retain vital employees but also increases resident satisfaction.\u00a0<\/span><\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-6364 size-large\" src=\"https:\/\/propertymeld.com\/wp-content\/uploads\/2024\/04\/PM24-KPI-CheatSheet-Staffing-Mockup-1024x690.jpeg\" alt=\"leverage KPIs for maintenance staff\" width=\"800\" height=\"539\" srcset=\"https:\/\/propertymeld.com\/wp-content\/uploads\/2024\/04\/PM24-KPI-CheatSheet-Staffing-Mockup-1024x690.jpeg 1024w, https:\/\/propertymeld.com\/wp-content\/uploads\/2024\/04\/PM24-KPI-CheatSheet-Staffing-Mockup-300x202.jpeg 300w, https:\/\/propertymeld.com\/wp-content\/uploads\/2024\/04\/PM24-KPI-CheatSheet-Staffing-Mockup-768x517.jpeg 768w, https:\/\/propertymeld.com\/wp-content\/uploads\/2024\/04\/PM24-KPI-CheatSheet-Staffing-Mockup-1536x1035.jpeg 1536w, https:\/\/propertymeld.com\/wp-content\/uploads\/2024\/04\/PM24-KPI-CheatSheet-Staffing-Mockup.jpeg 1986w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<p><a href=\"https:\/\/connect.propertymeld.com\/staffing-kpi-narpm\"><span style=\"font-weight: 400;\">Download our KPI cheat sheet to download the metrics discussed in this webinar.\u00a0<\/span><\/a><\/p>\n<p><a href=\"https:\/\/propertymeld.com\/book-a-demo\/\"><span style=\"font-weight: 400;\">Or, book a demo with our team to learn how you can access these metrics and start evaluating the performance of your maintenance team.\u00a0<\/span><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Property Meld teamed up with the National Association of Residential Property Managers (NARPM) to discuss leveraging KPIs for your maintenance team to improve efficiency and build a powerhouse staff. We were joined by Deb Newell, a seasoned property management consultant, and Justin Mann, Co-founder and managing partner of Stonelink Property Management.\u00a0 How the Rental Market [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":6388,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"cybocfi_hide_featured_image":"yes","footnotes":""},"categories":[7,43,42],"tags":[],"class_list":["post-6363","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-industry-trends","category-staffing-blog"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Leveraging KPIS for Your Maintenance Team to Boost Productivity<\/title>\n<meta name=\"description\" content=\"In this webinar we discuss leveraging KPIs for your maintenance team to increase productivity and 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