While clear communication lays the groundwork for a positive resident relationship, the true test often comes when things go wrong. For multifamily businesses, the efficiency and effectiveness of handling maintenance and repairs can be a major deciding factor in whether a resident chooses to renew their lease. In fact, research indicates that maintenance is the second most important factor influencing a resident's decision to stay, second only to the cost of rent. Mishandling a maintenance issue can quickly turn a satisfied resident into someone actively looking for a new home.

The key to excelling in this area lies in creating open and efficient lines of communication and streamlined workflows. Residents should be able to easily submit maintenance requests through the same unified app they use for other interactions with property management at any time that's convenient for them.

But the real innovation comes in how these requests are handled behind the scenes. Imagine a system where AI-powered maintenance workflows can analyze resident requests, automatically prioritize requests, route them to the appropriate technician, and provide updates on the status of their repair. This level of automation significantly reduces errors, speeds up response times, and ensures the right person addresses the issue correctly the first time. AI can even handle follow-up communication, notifying residents of arrival times, confirming completion, and even soliciting feedback.

Taking resident satisfaction a step further involves predictive maintenance. By leveraging data from sensors in smart appliances, you can anticipate potential equipment failures before they occur. Imagine addressing a faulty refrigerator before it breaks down and inconveniences your resident. This proactive approach minimizes disruptions and significantly enhances the overall living experience.

By focusing on intelligent routing and transparent communication throughout the repair process, you can transform maintenance from a potential source of stress into a demonstration of your commitment to resident well-being. This proactive and efficient approach to service is a powerful driver of resident satisfaction and long-term retention. To learn more about how to improve the resident experience at your properties, download our latest ebook, 3 Keys to Resident Satisfaction.