Regardless of whether you are self-managing your investment property or you have a management company in San Francisco like KeyOpp Property Management helping you, the fundamentals of property management are still the same: You must adequately and effectively manage repairs and maintenance. Employing a solid and consistent strategy is vital to keep your property in good shape, saving you time, money, and headaches. Today, let’s look at that strategy in three simple steps: triage, troubleshooting, and resolution.
When a maintenance request comes in, the first thing to do is to Triage. Understanding the urgency of the request and whether or not it is an emergency is the core of triaging. Identifying an emergency is very easy with this mnemonic phrase FLOOD, BLOOD, or FIRE. Life-threatening and property-threatening situations are always emergencies; anything less can be taken care of at a later time, but within reason based on the determined urgency level. A refrigerator that no longer keeps food cold, a nonfunctioning furnace during the winter, or a toilet that won’t flush when there is only one toilet in the unit are urgent, but non-life or property-threatening problems. These issues require fast attention but not immediate attention.
After triaging the situation, it’s time to troubleshoot. That means you walk your resident through the problem. Basic problem-solving can often remedy many typical household concerns. Common issues you may encounter in the home include power outages, malfunctioning lights, temperature control problems and can sometimes be resolved just by pushing a reset button, flipping a switch, or changing a battery. Empowering your resident to self solve the issue without the need to dispatch a professional tradesman can save them time, mitigate the inconvenience, and more importantly: save YOU money.
Remember that asking the right questions is the key to effective troubleshooting. If a leak is found under the kitchen sink, for instance, don’t take a knee jerk reaction and call a plumber. Instead, investigate the nature of the leak further through a series of questions – like how a doctor would ask you questions about your symptoms to properly diagnose you. Is the leak only when the sink is in use, or is it leaking constantly? If the leak is continuous, it indicates a problem with the water supply side necessitating the immediate attention of a plumber. If, however, the leak only occurs when the sink is in use, it may be due to a worn-out gasket or corroded p-trap assembly that may need a replacement or tightening. You can ask the resident to avoid using the sink until you or a plumber can visit, or if the sink must be used, then at the very least place a bucket to catch any leaking water along with towels to wipe and dry up any water to avoid any damage to the sink cabinet.
By the time you finish troubleshooting the issue with your resident you will already have either resolved the maintenance and repair request (the ideal scenario) OR you would have concluded that a professional is needed onsite to better assess the situation taking you one step closer to resolution. There are many tangential benefits of staying involved throughout the troubleshooting process…
1) Your resident feels you care
2) You’re able to quickly manage expectations on the timeliness of the resolution
3) You can quickly transition to confirming availability for a professional tradesman to visit the property
4) You can summarize and share the next steps.
When it comes to ensuring that residents enjoy a quality living experience, the timely resolution of repair and maintenance issues takes top priority. At KeyOpp Property Management, we’re committed to understanding the problems and their effect on our residents’ lives. Our Maintenance and Leadership Team have a proven track record of quickly assessing various situations promptly.
Take the decades of experience we have in effectively maintaining properties. Focus first on triage, then on troubleshooting, and finally on effectuating a resolution. Following these three simple steps consistently can save you time and money and reduce the stress that comes with managing your property.
Do you have a property management need, question or suggestion for a future FAQ Friday topic? Drop us an email at faqs@keyopp.net and we would be happy to help out!
With over 30 years of real estate experience, Lawrence brings a family-focused approach to Real Estate. Starting early on by assisting his father with hands-on repairs and maintenance with various properties and later assisting with the backend operational processes, Lawrence along with his wife Melanie Leung have a developed multiple businesses focusing on all aspect of Real Estate including, but not limited to, Property Management, Investment Strategies as well as Buyer and Seller Representation. By working in multiple aspects of the real estate process, he brings a multi-faceted perspective to the buying and investment process. As a duo team with a strong knowledge of property investment, Lawrence is able to provide all the necessities an investor needs to make the smart choices.
Having grown up with parents working in real estate, I found my passion for this industry at an early age. I chose to follow in their footsteps after seeing how many clients they were able to help fulfill the American Dream of Home Ownership. After 7 years of working extensively in the San Francisco Bay Area, I have developed a keen understanding of the local market and always take the time to figure out what clients really need from me as a professional real estate broker. I take pride in serving my clients with the utmost level of care and professionalism. It is my job to ensure a smooth, worry-free, and satisfying experience for everyone involved.
Nathalie began her professional career in software and data management. Working with imperative government statistics, Nathalie developed a strong attention to detail and exceptional multitasking capabilities. As a technical support specialist in the IT industry, Nathalie began to deepen her desire to help people and provide excellent customer service. Driven by a mission to be user-centric and customer-focused, she approaches all customer interactions with sincerity and an eagerness for improvement. She’s your go-to person when you’re stuck, need help, or just need someone to listen.
Erika May Roslin has a BA in Accounting and has professional experience working in finance and administration. She has a robust appreciation for accuracy and precision which makes her well equipped for bookkeeping within the real estate and property management industries. Erika has also developed excellent customer service skills and highly values customer satisfaction. She strives to make customers and clients feel happy with their products and services and seeks feedback to further improve operations.
Cherrylane has developed excellent customer service and conflict diffusion skills during her 20 years in the gaming and casino industry. Patience, honesty, and professionalism are at the heart of her commitments and honors her work with integrity and confidentiality. As Cherrylane pivots into the BPO (Business Process Outsourcing) industry, her advanced customer service experience is extremely useful in ensuring customer satisfaction and support. She has worked and interacted with people from diverse cultures and from all walks of life, making her personable and empathetic. We’re thrilled to have her as part of our operations team.
Emily is originally from Los Angeles, California, and graduated from Chapman University with a degree in Business Communication. Her first experience in a leadership role was as a department manager at Nordstrom. It was here she developed her skills in people management as well as client retention. She was awarded with a “Customer Service All-Star” award by the CEO for her creative problem-solving skills and stellar success in giving customers the utmost best service. Following this chapter, she moved her expertise into a Project Management role at an Architectural Engineering company in Southern California. It was here she found her passion for home design and ultimately real estate. With Emily’s combined people skills and passion for the business of real estate and property management, she is thrilled to help grow all facets of KeyOpp.
Katrina embarked on her professional journey as a Digital Marketing Specialist in Real Estate right after graduating in 2019 with a Bachelor of Arts in Business Administration, majoring in Marketing Management.
Kristine Cordenillo’s fascination with the concept of home got her into the property management industry. She believes the home is a significant factor in shaping a person’s identity. She was previously a Lease Management Manager for a property management company based in Michigan for about five years. She is currently a candidate for a degree in Masters in Anthropology.
Calvin Yu is a seasoned professional with a decade of diverse experience, underpinned by a foundation in Business Administration from San Francisco State University. His career trajectory includes roles in food service, project management, and as a production associate at Tesla, each contributing to his robust skill set. In these roles, Calvin has demonstrated his ability to thrive in fast-paced environments, showcasing his hardworking nature, diligence, and patience. His time in the food service industry refined his customer service and operational skills, while his project management experience enhanced his strategic planning and problem-solving capabilities. At Tesla, he embraced the challenge of precision and innovation, further solidifying his adaptability and commitment to excellence.
Anupama’s journey began with a deep curiosity for design, leading her to complete a 3-year diploma in Design and Animation. However, her passion for Marketing and Real Estate soon took center stage. With 10 years of experience, she has helped brands scale and thrive by crafting strategic, data-driven solutions and building a strong digital presence.