The Value of a Follow-Up Maintenance Call
Digested from Property Management Minutes
Checking in with a resident after a service request can provide an opportunity to secure a good review.
Maintenance calls should not end when the washer or dryer is fixed and the technician locks the door. It is important to check in with the resident afterward.
“Calling as a follow-up courtesy, isn’t about checking up to see if maintenance did the task correctly,” Lori Hammond writes for Property Management Minutes. “With professionals, taking pride in their work, the follow-up call is to confirm that the residents are satisfied.”
Hammond advises that follow-up questions should structure in a way to avoid simple yes and no responses and to encourage a detailed response.
“Receiving positive feedback is an opportunity to solicit for reviews,” Hammond writes. “Comment cards or the service request form left in the resident’s home can ask for the resident to share their experience on social media.”
When scheduling a follow-up call, Hammond advises apartment operators to consider their residents’ work schedule and to include a person from the maintenance team.
“Scheduling the maintenance team to participate in the call gives the maintenance team an opportunity to hear the positive feedback firsthand,” Hammond writes.