by Doug Chasick

Posted June 6, 2003

A Checklist for On-Site Success: Part 2

8. Effective Move-In Techniques:

• If you spend 15 - 30 minutes walking the resident through their new apartment, you'll probably save hours later on. The renewal process starts at the move-in. Prepare an information sheet that details how to work the appliances, and what to expect from the air conditioner (most units will not cool an apartment 30 degrees in half an hour.) Give them the information sheet, then walk with them and demonstrate how everything works. Show them how to "unstick" the disposal, how to change a filter, and how to operate the oven (even if you have the appliance booklets, the resident won't read it!)
• Now is also the time to do the move-in inspection.

9. Move-In& Move-Out Inspections:

• Use a single checklist for move-ins and move-outs. The checklist should have the AVERAGE prices for repairs and cleaning listed next to each item that is inspected.
• Perform the inspections with the resident present. Have the Service Manager with you, to take service requests at move-in (there shouldn't be any, but . . .) and to give repair and cleaning prices at move-out. (Or, train the Service Manager to do the inspections.)
• If you are not going to do each inspection, train the person who will do them. Take them along on 10 inspections, and then accompany them on the first three they do.
• Give the resident a copy of the inspection form.
• At move-in, fully explain, to the resident, the real meaning of our favorite term: "reasonable wear and tear excepted."

10. Training Your Service Manager:

• We all know the main qualification to be Service Manager: You've got to be the person with the most knowledge of maintenance. What about the "manager" part? (Or the "supervisor" part of Maintenance Supervisor?) There are plenty of 1/2 or full day seminars, for under $100, that will teach your Service Manager the basics of supervision.
• Remember the constant source of on-going training your Service Manager receives: the example you set.

11. New Resident Survival Kit:

• Paper towels, napkins and toilet paper, paper plates and plastic utensils, small sponge, a bar of soap, plastic garbage bags, light bulbs, small bottle of Windex, broiler pan, ice cube trays, small box of dishwasher soap, small box of detergent and some laundry room tokens or quarters and some food: turn on the fridge and put a six pack of soda and a bottle of water in it, bag of chips or pretzels, and a coupon good for a free, delivered pizza.
• If they have a pet, some dog/cat treats and a plastic water bowl.
• If they have children, some crayons and coloring books.
• If the apartment has a fireplace, a "phony fire log" or firewood.

12. Written Goals & Deadlines:

• If it's not in writing, it's not real - it's not a commitment to get it done - so why waste your time. Ink is the glue that binds you to your goals - use it!
• If goals and deadlines are not written down, how can they be accurately tracked? Can you remember, verbatim, the plans you made last month?
• All goals should have checkpoints where progress is evaluated, and action plans are amended if necessary.

13. Maintenance Shop As Sales Tool:

• People make value judgments based on appearances. If you're selling high quality service, it needs to look like high quality service.
• While we're talking about appearances, what do your service technicians look like?

14. Telephone Techniques:? Don't ask, "Can I help you?" Why else would they be calling? After you introduce yourself, say "I CAN help you."

• Always get the caller's name - it personalizes the conversation and EVERYONE likes the sound of their name!
• Smile while you're talking - they can't see your smile, but they can hear it - or the lack of it!
• When you call someone, the first thing you should say after identifying yourself is "Got a minute?" Why do people just assume that the person on the other end of the phone has nothing else to do? Common courtesy dictates the caller asking if this is a convenient time to talk; if it isn't, then you can find out what is and "make an appointment."
• Ask permission BEFORE putting someone on hold. Maybe the person would rather call back, or just hates being on hold (like me!) The hold button is a necessary tool for telephone use, and, like all tools, it must be used properly to be effective.
• Don't leave people on hold for more than 10 seconds. Even if you have music or commercials playing on hold! If the person they want to speak with isn't free yet, ask the caller if they prefer to hold or if they would like to leave a message. If they want to continue to hold, pick up the phone after the next 10 seconds and say it all over again!
• Place your own calls. I hate it when I pick up the phone and hear someone say, "This is so and so calling for big shot, hold for big shot CLICK." (If I'm lucky, they say, "PLEASE hold for big shot CLICK.") It always makes me want to CLICK 'em right back!
• Like to make a great first impression? Answer your own phone instead of having your callers go thru the Spanish Inquisition trying to speak to you!
• If you can't answer your own phone, make certain the person who does answer it doesn't overtly act like they are screening your calls or interrogating the callers. If it's necessary to screen your calls, try this: "Doug is on the phone right now, would you like to hold for a minute? Who's calling?"
• Always take complete messages. Find out who is calling, EXACTLY what they want, and the best time period to reach them. The person answering the phone might be able to help the caller if the person they are calling for is out or busy - but only if they find out exactly what the caller wants! If you get a time period to call back during -between 2:00 & 3:00 today - you have a better chance of returning the call.

Douglas D. Chasick, CPM®, CAPS, CAS, Adv. RAM, CLP, is The Apartment Doctor™, a Multifamily speaker and consultant with over 28 years of experience in restoring rental health to ailing apartment communities. Doug is also the Multifamily Distance Learning Consultant for CallSource.