According to the 2016 SatisFacts Index, only 34% of residents say they were notified that their service request was delayed and given a time frame for completion. This means that 66% were left wondering what was going on with their request.
With “Work Orders” being in the top 5 most common complaints in apartment online ratings and reviews, there is a huge opportunity to reduce one thing in our residents’ lives that we all have too much of: Worry.
No one needs more worry in their lives. That’s one thing we definitely want less of. Follow the steps below to your service request process and you’ll be reducing worry for up to two-thirds of your residents!
Best Practice:
1. Leave a Note.
Have your maintenance staff leaving behind a note for the resident that lets them know what the service request delay will be and when they can expect the repair to be complete.
2. Let the front desk know what the status is.
In addition, have the staff also update the front office by giving them a call or email with the information. Keeping that resident in the loop allows them to press the snooze button on worry. It grants them the opportunity to focus on the better things in life, like what fun activities they’re going to plan for their kids this weekend or which new restaurant they’re going to explore that night.
“Worrying is carrying tomorrow’s load with today’s strength – carrying two days at once. It is moving into tomorrow ahead of time. Worrying doesn’t empty tomorrow of its sorrow, it empties today of its strength.” ― Corrie ten Boom
Want to know how residents feel about your community’s service request process? Learn more about our Insite Work Order Follow-Up Survey by contacting us HERE.