I recently came across a great article featuring Roberto Martinez from Atlas Real Estate, and a few points stood out to me. Here’s my take on it: 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞: Communication vs. Execution Martinez boldly claims that 95% of customer service is communication, and only 5% is execution. While I understand his perspective—residents want to feel heard and informed—I would argue that execution deserves a much larger slice of the pie. Most residents would prefer fewer updates if it meant more repairs were completed on time. Communication is essential, but in my experience, action speaks louder than words. 𝐓𝐡𝐞 𝐏𝐨𝐰𝐞𝐫 𝐨𝐟 𝐌𝐚𝐢𝐧𝐭𝐞𝐧𝐚𝐧𝐜𝐞 𝐓𝐨𝐮𝐜𝐡𝐩𝐨𝐢𝐧𝐭𝐬: Martinez makes an excellent point about the impact of maintenance teams. Residents often see maintenance staff far more frequently than property managers. This creates a massive opportunity to influence tenant satisfaction and renewal decisions. A friendly and efficient maintenance team can be the unsung heroes of resident retention. Property managers take note: your maintenance team is your frontline in customer service! 𝐏𝐫𝐞𝐯𝐞𝐧𝐭𝐢𝐯𝐞 𝐌𝐚𝐢𝐧𝐭𝐞𝐧𝐚𝐧𝐜𝐞 𝐒𝐚𝐯𝐞𝐬 𝐓𝐡𝐨𝐮𝐬𝐚𝐧𝐝𝐬: The article emphasizes the value of proactive maintenance, and I couldn’t agree more. "A small fix now prevents a big fix later." Educating property owners about the long-term cost savings of timely repairs is crucial. Providing clear charts and cost analyses to owners can be a game-changer. Delaying repairs often leads to higher costs and more significant headaches down the road. https://lnkd.in/ea6t3cF9