Road Rules for Customer Service

 

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An Essential Resource for Maintenance & Operations Professionals • July 2014

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Interview Image Michael Markus: A PARAGON of Maintenance Service

Could your apartment community benefit from a property-specific preventative maintenance schedule and emergency response procedure that reduces and stabilizes expenses? How about an inventory tracking and ordering system that reduces maintenance and fuel expenses? Those are just two of the innovations that have been spearheaded by Michael Markus, CAMT, of Access Property Management. They're also two big reasons why he won the PARAGON award for Certified Apartment Maintenance Technician of the Year at the 2014 NAA Education Conference & Exposition.

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Road Warrior Rules for Customer Service

Customer service often separates successful, fully occupied apartment communities from those having struggles. To this end, there are some generally accepted "road warrior rules" that managers and their staffs can follow to deliver superior service to existing and potential residents. They include: one, stay engaged and updated on social media; two, know that today's multigenerational residents have higher expectations; and, three, offer quick and sincere apologies whenever a resident has been wronged and/or disappointed. At the recent 2014 NAA Education Conference & Exposition, Alex Jackiw detailed even more of these rules. She was joined by Desiree Starr, Vice President of Education and Development for the Apartment Association of Greater Orlando.


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Communication During Electrical Lockout-Tagout

It is important for apartment operations staffers to communicate with one another in all matters involving electrical work and certainly throughout the lockout-tagout process. In general, on-site cooperation is key to any property management team being able to provide top-flight service to their communities. Paul Rhodes, the National Apartment Association Education Institute's National Safety and Maintenance Instructor, has traveled the nation teaching maintenance practices and safety with regards to electrical work. He spoke at the recent 2014 NAA Education Conference & Exposition in Denver on this very subject.


Eco-Friendly Refrigerant Options Set to Expand

Apartment property managers should take note that their HVAC units and refrigeration equipment may soon have new climate-friendly refrigerant options. The Environment Protection Agency (EPA) has proposed increasing the options for refrigerants and technologies that do not harm the ozone layer. The EPA's Significant New Alternatives Policy program identifies and approves climate-friendly chemicals under the authority of the Clean Air Act. Five applications would be able to utilize the new hydrocarbon refrigerants, including: standalone refrigerators and freezers; very low temperature refrigeration; non-mechanical heat transfer; vending machines; and, finally, room air conditioning units.


Understanding Pool Accessibility Laws

Regulations implementing the Americans with Disabilities Act (ADA) have prompted many apartment owners to question whether management is responsible for the costs of installing a lift to ensure pool access by a disabled resident. In cases where an apartment community's pool is exclusively for the use of the community's residents, the ADA would not apply. But in cases where the general public is also entitled to regularly use the pool, the ADA would apply. There are, of course, gray areas.

2014 NAAEI Rewind Education Conference
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Featured Jobs

Regional Maintenance Director
Pinnacle

TX-Houston
The role of the Regional Maintenance Director ("RMD") is to provide oversight and managerial support for Maintenance for the geographic area assigned. The RMD will be chiefly responsible for managing Maintenance Supervisors and serve as back-up support to the Investment Managers, Vice Presidents, and Regional President.

Service Technician
Lincoln Military Housing

MD-Indian Head
The On-Site Service Technician is often the single most responsible individual for resident satisfaction. Not only does the Service Technician play a key role in the resident's comfort, their service often includes more interaction with the residents than any other on-site personnel. It is therefore essential that the Service Technician portray a professional, courteous, and caring attitude while on the job.

Community Manager
Advenir Real Estate Management

FL-Ocala
Ideal candidate will achieve income and occupancy goals, ensure staff compliance with company policies and procedures, possess the ability to analyze problems from a marketing standpoint & implement solutions and make sound judgments and effective decisions. The Community Manager reports directly to the Regional Director

Maintenance Supervisor
Pinnacle

WA-Seattle
The Maintenance Supervisor provides maintenance support and is accountable for delivering on our commitments to our residents. This includes quality move-in, resident satisfaction, quality and timely service and personal attention to our residents. The Maintenance Supervisor responds to our resident's service request and is instrumental in helping Pinnacle deliver superior customer service to our residents.

NAA Click & Lease: The Industry Standard  
Are you using the most accurate, standardized and widely used lease? With over 16,000 member communities participating, NAA Click & Lease program is easy to use, state-specific and customizable at the company and community level, with a lease available for both conventional and student housing properties. Learn more about NAA Click & Lease.
NAA logo   The National Apartment Association (NAA) is America's leading advocate for quality rental housing. NAA's mission is to serve the interests of multifamily housing owners, managers, developers and suppliers and maintain a high level of professionalism in the multifamily housing industry to better serve the rental housing needs of the public.

National Apartment Association - 4300 Wilson Blvd, Suite 400, Arlington, VA 22203
703/518-6141 FAX: 703/248-9440 | Contact Us | Advertise

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Event Highlights

'One Industry. One Voice.' Join Us for the 2015 NAA Capitol Conference

2015 NAA Capitol Conference Video  

This one-minute video promotes the apartment industry’s national advocacy event on March 17-18. Under the theme “One Industry. One Voice,” the video encourages people to be informed, get involved and...