Property Managers & Maintenance Teams Communication Strategies
For residential and commercial properties to run smoothly, property managers and maintenance personnel must work in sync. Repairs, improvements, inspections, emergencies, and general upkeep all require tight collaboration.
But gaps in communication often arise. Work orders fall through the cracks. Projects take longer than expected. Tenants don’t receive status updates. Vital information gets lost in email chains and voicemails.
These headaches can be prevented through strong communication strategies and systems between property managers and maintenance teams. This article will explore tips to streamline coordination and provide exceptional service.
Challenges in Communication
First, let’s examine some common challenges property management companies face:
- Unclear work orders – Vague descriptions lead to improper work or added back-and-forth.
- Lack of priorities – Is a clogged toilet more urgent than cabinet squeaks? Unclear hierarchy of needs complicates scheduling.
- Information gaps – PMs lack technical knowledge. Techs don’t have access to tenant info and histories.
- Language barriers – Terminology differences between fields can muddy conversations.
- Weak status updates – Lack of progress visibility prevents proactive reprioritization.
- Volume delays – With hundreds of units, responding promptly to all requests is difficult.
- Silos – Technicians in the field don’t interface directly with tenants and leasing staff.
Without structures for seamless coordination, delays, cost overruns, and dissatisfaction result.
Keys for Effective Communication
Here are best practices for aligning property management teams and maintenance staff:
- Eliminate Silos Through Collaboration Break down interdepartmental walls by facilitating joint meetings and sharing insights between technicians and PM staff. Face time builds relationships and understanding of capacities and constraints each side faces.
- Utilize Structured Work Order Systems Centralize requests through property management software, app-based systems, or standardized templates. Include fields for unit numbers, permission to enter, priority tier, required completion date, detailed problem description, and more. Add photos, videos, or screen sharing to clarify needs.
- Outline Maintenance Capabilities Provide managers an overview of the breadth of maintenance services offered. Detailing specialties prevents misaligned expectations and facilitates accurate scoping.
- Establish Timeframe Standards Agree on average response times and resolution times for different request types and priority levels. This allows mutual accountability. For example, safety issues may be a 1-hour response, appliance repairs 24-48 hours, preventative maintenance 30 days out.
- Follow Up and Follow Through Don’t go quiet after entering work orders. Check in on status, expedite where needed, revise work as situations change, and verify completion. Closing the loop is crucial.
- Over-Communicate During Emergencies In crisis situations like floods or HVAC failures, provide constant status updates to tenants and staff. Demonstrate your active response and care.
- Translate Technical Details When explaining work performed, convey details in plain language easily grasped by non-technical staff and tenants. Analogies and illustrations help.
- Structure Project Management For renovations, define all stages, milestones, constraints and requirements upfront in a project charter. Conduct progress meetings and require reports.
- Provide Continuous Training Conduct joint training to provide technicians customer service techniques and tools to explain repairs. Educate call center staff and managers on basic maintenance lingo and knowledge.
- Gather Ongoing Feedback Solicit input from managers on technician performance. Ask teams what communication gaps need bridging. Continual improvement requires transparency.
- Designate Liaisons To streamline communication, assign single points of contact on each side. Portfolio maintenance managers act as quarterbacks.
- Review Metrics Together Analyze maintenance response metrics, tenant satisfaction, budget-to-actuals, and profitability. Brainstorm improvements collaboratively.
- Automate When Possible Leverage technology like tenant portals, automated status alerts, and mobile access to work orders to increase responsiveness and reduce manual efforts.
- Keep Listening Actively listen to frustrations and ideas from both sides. Miscommunication exposes process breakdowns that technology and SOPs alone can’t fix long-term.
Improving communication and collaboration ultimately boosts property performance and value. By applying these best practices, property management firms and maintenance teams can significantly streamline coordination and provide exceptional service.
At Octo Property Services, we focus on constant communication, transparency, and tailoring our maintenance programs to your unique needs. Contact us today to learn more!
