Feedback please! The tenant puts in a work order that the door sweep has come off. Maintenance goes over and sees that it is rotten on the bottom side of the door and we need to install a new door. Tenant states that we can only replace it after 5 or on Saturday. Thoughts?
Antonio Diaz
Tell her that those times do not work as maintenance is only available durning x hours. Than state you are likely not needed to be home the door will be same lock and if you have pets could they be cagedOr be put in a bathroom or scheduleA time when that can be home within your time frame. If she wants it done she’ll need to make the accommodations
Guest Insider
No. Call from manager stating maintenance hours and how long it will take. If they are not willing to budge give notice of entry with a date and time frame.
Guest Insider
Of course do this using your best customer service. Usually once the manager explains, residents are willing to set an appointment.
Guest Insider
Charge them for the overtime.
Guest Insider
If that is outside your normal business hours I would give her a call and let her know that and then offer 2 or 3 optional times.
Brandilynn Brozek
Just tell them what you're availability is
Guest Insider
Sure that’s reasonable just schedule on of your techs to come in late and go home later. Done and done. Your real questions is “Are we going to stick to our policies and provide poor customer service or are we going to be flexible , realize that we work for the residents and accommodate to provide outstanding customer service”
Joe Mendez
I’m sorry but we have to do this during our normal business hours.
Kim Caldwell
I’m sorry but we have to do this during our normal business hours.
Guest Insider
We do not work by appointment we will be installing the new door On
courtney jennings
I would let them know that it's damage to the property and could cause more damage to include her home if not fixed asap. I'd even offer to escort them or see if they have availability between working hours at another time. I would also write out a scope of work outlining how long it would take to fix etc. In my experience if you over communicate the project and outline it all they are more comfortable with it. They probably think it's going to take 10 techs and hours when in reality it may take 2 techs and 2 hours.
Rosa Duarte
Charge her for the overtime
Guest Insider
No way. Why should your company pay overtime for a non-emergency item? Why should your overworked, underpaid maintenance staff work more than they are required? Usually when residents push like this, they just need to be told no. Besides, it is surely in your lease that all you have to do is provide 24-hour notice to enter. I wonder if she would just work after hours for a customer in her profession? Property owner owns the door, she does not.
Renae Maisano
Deb Palmer who said it is overtime? Just flex his shift for 1 day. Let him come in late the next day
Guest Insider
Renae Maisano That is not a horrible idea either. I personally do not see the need to adjust the work schedule for a non-emergency item. Our team, and most teams, are already doing well beyond their “normal” duties just being in this industry.
Renae Maisano
It is literally, the job. Not a special dispensation.
a Guest
Seems a reasonable request
Sarah Trefz Watson
Now, lets be 100% honest. Would YOU trust that your house would not be left open with no one around while maintenance went to lunch or back to the shop or what have you? This is not an unreasonable request to me. I would want to be home too.
Guest Insider
The work order is the permission to do a job. After hours are not an option. Unless the tech agrees and we charge the tenant for the time. After hours at time and a half.
Marie Compton
I am thinking of the liability if the door is off and the resident ISN'T home then they can accuse us of theft or negligence. So, trying to schedule it when they are there may benefit all parties. Maybe if maintenance takes a long lunch next week and stays just a bit after to accommodate specific requests like this.
DAN HELTON
Also, provide the "resident" detailed specs on materials and scope of work proposed. Then ask for their approval, and subsequent final work meets their satisfaction . Thank them for their considerate and legitimate concerns. And wish , all residents were sob, thoughtfull
Grace Howard
48-hour notice of entry. It’s a structural emergency.
Karen Mallinger
No I would work with them on a convenient day during your business hours, but if they won’t agree to that, 24-hour notice telling them when you’ll do the work.
Guest Insider
Nope. Only during normal business hours.
Rebecca Johnson
all of these are good answers. it really depends on what your lease says, laws in your state, and what your corporate office allows. the idea is to be as accommodating and kind as possible when discussing this with your resident.
a Guest
Let them know the integrity of the door has been compromised, and you take their security (both from fire and break-in) seriously. As such it needs to be replaced immediately.If they say no, then serve a notice of entry according to your states laws and go in during normal business hours.
Renae Maisano
How about if they come home 1 hour early and maintenance stays an hour late. Both cooperating to achieve a common goal.
Guest Insider
That's when the unauthorized occupant leaves for work...
Guest Insider
Again this not an emergency. I feel (and this is my opinion) that when it comes to work orders like this the office is fine getting something like this done because it doesn’t interfere with office personnel and the get to go home on time. On the office side of things the majority of the time the office closes right on time and most have a rule about not doing any tours after a certain hour because they will be closing soon. Why not apply the same concept here. Would you stay open for someone that gets off at work at 5p and can’t make it to the tour at 5:30p when you close at 5p and then give the tour? I never see this happen.
Guest Insider
Send a NTE that fits with your schedule
Guest Insider
Have your weekend person repair it on Saturday.... adjust hours to come in late/ go home late. It's reasonable but let your resident know that it might take a little longer to repair.....?
Guest Insider
Agreed, Sorry Charlie, our work hours are ? - ? and that's when we are able to fix your door, PERIOD!
Don Wilson
I would tell them you would be happy to have your team repair it for free during normal business hours. If they prefer to have the work order completed after normal business hours they will have to pay for the in-house staff come in or a contractor to do the work. Just like a contractor would charge the property more for after hours calls.
Can't comment or like? Make sure to log in or register for a free account!
-
Event starts in:
