Onsite Insites by SatisFacts Research 2014 - 3rd Quarter

Inspect a made-ready apartment using the move-in condition form Enter requests immediately into the system – no more sticky notes! Teach office staff how to cut keys Determine who is responsible for notifying residents of maintenance delays Test all keys, gate clickers, garage openers, etc. prior to movein Conduct a follow up call for every completed work order Ask the service team what questions to ask for a detail service request All service team members should be able to resolve the 10 most common service requests Escort new residents to their apartment home and inspect together Tools and materials on hand at all times for 10 most common requests MAINTENANCE BEST PRACTICES! Ask residents “how’s everything going in your apartment home?” Educate your residents to report maintenance issues immediately Provide annual opportunities for additional training and certifications The service request process begins and ends with the office team Cross train teams with other communities Fair Housing training for all service team members Shoe covers making a strong visual impact on the resident Evaluate your service request process for opportunities to be more efficient Enhance maintenance staffing during high turnover season Picture ID badges for all service team members

Onsite Insites by SatisFacts Research 2014 - 3rd Quarter | Page 9