Preventive Maintenance through Resident Education Presented by National Speaker & Author Toni Blake T otallyT oni.com April 26, 2013 8:45am – 11am 1. Embrace the 10 most important questions for building a preventative maintenance plan. 2. Review the top 5 preventative maintenance messages for resident education. 3. Discover the top 10 consumer review sites and how inspired service on your property impacts your online rating review score. 4. Learn what to ask, when to ask and how to capture residence's positive comments to improve your online reputation. 5. Review successful copy, digital and printed tools to engage your residents in sharing positive online comments and conversations.

1. “What do we need to teach our residents?
Today cooperation between management and
residents sets the tone for the culture in
your community, the online reputation of the
property and the quality of life for all.”
Friday, 4/26/2013 8:45am - 11:00am

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8. is the second most emotional word in
the English language
People are emotional about their home!

9. “Those who bring sunshine to the lives of others
cannot keep it from themselves.” ~Sir James Barrie
What will you bring into the lives of others?

10.
Do feelings influence others cooperation or trust?
People don’t always remember what you did,
They remember how you made them feel.

14. 4 Love Languages for Residents
Use the Languages of LOVE to build
positive resident relationship & increase retention
1.Words of Affirmation
2.Quality Time
3.Receiving Gifts
4.Acts of Service

15. Acts of Service
Dependable service is a key to resident retention. How can you
enhance the relationship and communication tools delivered by
your service team. Notes, additional service provided during a service call?
Receiving Gifts
This is not about materialism it is about show a thoughtful gesture of appreciation.
How can you say “Thanks” for being a resident in an unexpected gift? Candy,
cookies, a cup of coffee, a token left on a service request are ways to give gifts.
Quality Time
This is about showing your resident your undivided attention. Giving them your
time and attention while they are in the office. Be sure they feel VIP service
with your total attention while they are speaking with you.
Words of Affirmation
An unsolicited compliment or word of encouragement is a valuable relationship
builder. “Thank you for paying your rent on time, we appreciate your timeliness”,
“Thanks for stopping by, we always love seeing you, you’re such a great resident”.

16. Seven Special Moments
Team Assignment: Meet with your team
and discuss how to take the 4 relationship
strategies and add the 7 Special Moments.
1. Move-in Day
2. Service Request
3. Mail Room
4. Office
5. Rent Collection
6. Resident Communications
7. Renewal
1. Words of Affirmation
2. Quality Time
3. Receiving Gifts
4. Acts of Service

17. 1. What do you believe is your quality of service?
2. Out of 10 vacant move outs –How many have an unreported service request?
3. Do your residents communicate their service needs?
4. Should you provide more communication tools for resident service?
5. Does your service team have marketing tools for generating positive reviews?
1. What preventative educational programs do you have in place?
2. Is your team clear on cost of service provided?
3. How does the resident communicate their service needs?
4. Do your service teams receive training on selling renewals?
5. Do you use your service team to assist in the leasing process?

18. Problem: Residents turn in a request late in the day.
For prompt scheduling and faster service - turn in your service request before 12:30 p.m.
Problem: Residents fix things themselves.
Our trained technicians are ready to meet your service needs.
Problem: Resident does not turn in a complete request.
Please give us the complete details of your service needs so we can bring the
proper tools and supplies to complete the job during our first visit.
Problem: Resident ignores service requests.
Working together we will create “Star Quality Service”
Problem: Residents think they will have to pay for service.
Professionally designed ads for newsletter to promote “Free” Services Provided
by the Service Department. i.e. running toilet, dripping faucet, air filters, extermination
Where can we print these educational messages?
Newsletter / Signage and Poster in office & common area / QR Code link to website

19. Maintenance Instructional Copy
Is your toilet running?
We want to catch it!!!
Thank You!
We appreciate your partnership in maintaining the highest quality for your living
environment.
Signage, Newsletter, posters in the common areas

20. Service Warranty Contract
Get on the same page with your residents!!
What service is included?
What service is not included?
What is replaced for free?
What is the resident charged for?

21. One Hour of FREE Service!
• closet door rollers repaired
• torn or damaged screens repaired
• drawer rollers repaired or replaced
• plumbing leaks
• faucet drips repaired
• installed new light bulbs
• toilets operating properly
• doorknobs and locks turning properly
• carpet strips repaired
Set yourself up for success in our renewal
conversation – give the gift of service!

22. Add a few oz of SCENTsations to
Add the Gift of NEW!

23. Resident Services Marketing
Service Staff Photographs in the office
Service Pens & Professional Attire
Service Staff Business Cards
Resident Service Communication Cards
Example:
Front of card: “A Word from Maintenance”. On back of card, or inside: “DONE!!”

24. We want to thank you for taking the time to let us know about your service needs. We
would like to take a moment to be sure and gather the correct information so our service
technicians can complete your service needs on their first visit.
Be sure to offer your technician
a complete service request!

25. Please let us know how we can service you!
Our job is to make your home a great place to come home to.
We want to know, if you ever notice a light out or any other
detail we have missed – even the smallest detail is important to us!
Please check the services your require below and drop this by the
office:
____ screens torn or damaged
____ closet doors off the rollers
____ drawer rollers need repair or replacement
____ leaks in the joints of your plumbing
____ drips from the end of your faucets
____ installed lighting out /refrigerator, overhead, bath
____ toilets running
____ doorknobs and locks turning properly
____ carpet strips loose or needing repair
Together we can experience the highest quality of living.
Call today or respond to this email.

27. Create a FREE YouTube

28. Prepare your list of “lessons”
What can you help the resident
avoid?
•Dish soap in the dishwasher
•What to put in the garbage disposal
•Using the reset button on the disposal
•When to flip the breaker
•How to set the thermostat
•How to operate vertical blinds

29. Are you putting brochures
outside your door for after hour
visitors?

31. Email Toni@TotallyToni.com to receive Toni’s28 Renewal Negotiation Cards - Build
Confidence in Your Renewal Presentation Words to help you WIN!

36. When:
•Office visit
•Online visit
•Service Request
•Signs in common areas
•__________________

37. FREE
•Yelp.com
•Judy’s Book
•Google +
•Local.com
•Merchant Circle
•AngiesList.com
•Yahoo local
Paid
•Citysearch
•BBB

38. This is a series of 15 sites that allow FREE business listings
for your community. Each has opportunities for reviews.

53. Go to www.Pinterest.com/totallytoni
I build a board on Pinterest with hyperlinks to the pages
for FREE business listings. Along with other board full of ideas!

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Slideshare.net
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Slideshare.net