The saying goes that there is no “I” in team, and this is true. Putting me, myself, and I first is the very antithesis of teamwork. When collaboration goes awry at multifamily communities, however, the problem typically is NOT that employees are looking out for number one.

Instead, a look at many communities will reveal associates working hard to create homes for residents. When inefficiency and friction occur, it is more frequently due to a split into two competing groups. If the leasing and maintenance teams operate as “us vs. them” rather than as parts of a cohesive whole, everyone suffers.

If a leasing vs. maintenance dichotomy is dragging you down, adding “eyes” to the team can help promote a whole-community approach to collaboration.

1. See things from a different perspective.

It’s easy to get bogged down in the daily grind. Imagine: a Leasing Consultant is in the midst of a hectic, stressful day when the phone rings. An irritated resident is on the other line. “My hot water doesn’t work!” she says. 

The Leasing Consultant could respond, “I’m so sorry to hear that. I’ll have our Maintenance Supervisor go over right away.” This response momentarily appeases the resident and lets the Leasing Consultant get back to work. Purely from her perspective, all is well. After all, she’s not in maintenance. What else could she have done? 

She could have started by considering the Maintenance Supervisor’s position. By not asking any follow-up questions, he has no idea what he might be walking into. Does the resident have no hot water at all or does it start hot but turn cold after only a minute or two? Knowing this would be extremely helpful. And by promising the resident a visit from maintenance “right away,” the Leasing Consultant has set an unrealistic expectation. The Maintenance Supervisor’s day is likely just as hectic as the Leasing Consultant’s. She can’t promise an immediate response, and doing so ensures that the Maintenance Supervisor will be greeted by a very unhappy resident. 

Simply making the effort to see through someone else’s eyes may not be enough. If you really want to know what a colleague experiences during a day, try asking them. “What’s it like working as a ____? Is there anything I could do that would make your job easier?” is a great conversation starter. 

Many people have also found job shadowing to be an eye-opening experience. If schedules permit, tag along with a colleague for an afternoon to truly see how their day goes. You may be surprised how frequently actions taken by the maintenance team impact the leasing team, and vice versa. 

2. Look at the whole picture. 

The truth is, both the leasing and maintenance teams have the same goals: keeping residents happy and the community profitable. Be sure to keep these goals in sight and always remember that you’re all part of the same team. 

One way to ensure a wider view of the community is inclusive team meetings, I recommend whole-team participation in daily, weekly, and monthly meetings. 

Frequent communication among all team members promotes team building, provides opportunities for all voices to be heard, and opens the door for more creative problem solving. 

3. Don’t lose focus. 

Lastly, keeping eyes on the team means maintaining focus. Don’t be tempted to blur the lines and talk down about any team member. 

Residents will air their grievances to any member of the community team they interact with. Leasing personnel are bound to field complaints about response times or the service of maintenance personnel. Outside the office, maintenance personnel are likely to hear an earful about Leasing Center policies or staff.

In such situations, be courteous to the resident but never badmouth your co-workers. Demonstrate respect for your colleagues and present a united front at all times. Keep your cool and keep your focus.

While there may not be an “I” in a team, there’s always room for “eyes.” Actively look for ways to promote whole-community teamwork and increase collaboration between the leasing and maintenance teams. It will lead to a much more efficient and enjoyable workplace! 

Written by Megan Nelson, Lead Writer at Grace Hill