How One Maintenance Team Turned Headaches into Streamlined Processes with Video Tutorials
“Realync can be used in many ways and makes all of our lives at the property so much easier! It’s one of the best things I’ve been given for my job.”
Property Manager, Watermark
Take one look at the list of tickets that maintenance teams at communities commonly deal with. It is very easy to see just how many headaches they likely get. Some headaches that teams would like to disappear? Repeated resident queries like how to trip a breaker.
With over 12 years in maintenance, Ben Daniels, Service Supervisor at Watermark’s Jordan Creek Apartments, has consistently tried to streamline his teams’ processes by empowering residents to resolve simple tasks independently and making them preventable.
“You’re always making lists for residents of things to do and not to do and trying to guide them through things. Those never seem to catch on, though. Residents are visual and want to see what you’re talking about.” – Ben Daniels, Service Supervisor
The leasing team at Jordan Creek launched Realync’s video leasing platform and was overwhelmingly excited about the possibilities. One of those possibilities? Maintenance videos.
Prior to joining Jordan Creek, Ben lived in LA and while his full-time job was being a maintenance supervisor, he also landed many acting gigs. Ben has been able to bring these talents to Jordan Creek where he now utilizes video as a maintenance team to streamline their processes like never before.
“I immediately loved the idea of using video for maintenance. People are visual. For maintenance, being able to show people what I’m talking about is so much more powerful than written lists or documents, and residents can grasp things much more clearly.” – Ben Daniels, Service Supervisor
The first video Ben’s team set out to create was an introductory video instructing residents on who the maintenance team was and how to submit their maintenance requests. Simple but effective.
This video put a face to the team, humanizing the maintenance process, and laid the foundation for their team to flourish with video.
Then the team created a list of the top ten most commonly dealt with issues and set out to create pre-recorded Realync videos covering those topics.
The videos ranged from care tips for in-unit washers and dryers to garbage disposal best practices, including what not to put down them and how to check the reset button on the bottom. They also created a video about turning on a tripped breaker.
These videos may seem basic, but many residents do not have an understanding of what needs to be taken care of, what not to put down the drain, or that they’re allowed to open the breaker panel to fix a tripped breaker on their own.
The results of these video efforts for Ben and the maintenance team at Jordan Creek were immediately visible. Since producing the videos and proactively sending them to residents, the team has received zero tickets to fix a tripped breaker. Plus there’s been a decrease in the number of garbage disposal-related tickets.
One resident even responded to receiving a maintenance video from the Jordan Creek team saying, “I didn’t know I was allowed to do that on my own!”
Watch residents take care of their own questions by watching video tutorials.
Ben and the Jordan Creek team experienced firsthand just how powerful and effective video can be in doing just that. The videos have also freed up his team’s time to work on the tickets and jobs that actually need the trained hand of a multifamily maintenance professional.
According to Ben, “My team efficiently tackles issues by using the Realync platform. They spend just 10 minutes recording solution videos, saving significant resources in the long run. It’s a time-saving tactic that pays off!”
“I immediately loved the idea of using video for maintenance. People are visual. For maintenance, being able to actually show people what I’m talking about is so much more powerful than written lists or documents, and residents can grasp things much more clearly.”
Service Supervisor, Watermark
Founded in 2008, Watermark Residential has swiftly become a nationally recognized multifamily development and residential management company that epitomizes quality and value across their 5,000 units. Their communities pride themselves on their style, convenience, and luxury.
Realync is a multifamily video engagement platform unlocking authentic experiences that connect and convert across the entire prospect and resident lifecycle. Realync’s all-in-one video solution enables multifamily teams to create memorable experiences, lease efficiently and communicate effectively with current and prospective residents. Realync partners with many of the nation’s largest property owners and managers and is actively being used in over 500,000 units today. To learn more, please visit us at www.realync.com