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How One Maintenance Team Turned Headaches into Streamlined Processes with Video Tutorials

Courtney Davis Headshots

“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.”

Courtney Davis

Property Manager, Watermark

Opportunity

One glance at a maintenance team’s to-do list reveals just how many headaches they face daily. Among the biggest? Repeated resident questions, 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 team’s 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. However, those never seem to catch on. Residents are visual and want to see what you’re talking about.” – Ben Daniels, Service Supervisor

Solution

The leasing team at Jordan Creek launched Realync’s video leasing platform and was immediately excited about its potential. One standout idea? Maintenance videos.

Before joining Jordan Creek, Ben worked as a maintenance supervisor in Los Angeles—while also landing acting gigs on the side. Now, he’s combining both skills, using video to transform maintenance operations and streamline 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 created was a simple yet effective introduction, helping residents get to know the maintenance team and learn how to submit service requests.

By putting a face to the team, the video humanized the maintenance process and set the stage for even more impactful content. Next, the team identified the ten most common maintenance issues and recorded Realync videos to address them.

Topics ranged from in-unit washer and dryer care to garbage disposal best practices—covering what not to put down the drain and how to reset the unit. They also created a step-by-step guide for residents on turning on a tripped breaker.

Results

These videos may cover the basics, but for many residents, they fill critical knowledge gaps—like what can and can’t go down the drain or that they’re allowed to reset a tripped breaker themselves.

The impact for Ben and the Jordan Creek maintenance team was immediate. Since launching the videos and proactively sharing them with residents, they haven’t received a single ticket for a tripped breaker and have seen a noticeable drop in garbage disposal-related requests. In other words, Ben’s team reduced tickets to zero for tripped breaker repairs.

One resident even replied after watching a maintenance video, saying, “I didn’t know I was allowed to do that on my own!”

By empowering residents with self-service solutions, these videos have reduced unnecessary work orders and freed up the team to focus on more complex maintenance issues—where their expertise is truly needed. Ben and his team have seen firsthand just how powerful video can be in streamlining operations and enhancing the resident experience.

Final Note

According to Ben, “My team 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 strategy 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.”

Ben Daniels

Service Supervisor, Watermark

Ben Daniels Headshot

About 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.

Learn More About Watermark

About Realync

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

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