Getting the right message
Your on-site staff operators need excellent communication skills and tools when the initial repair call comes in from a tenant. The tenant's ability to describe the problem is often inadequate; they are not technically trained and are simply trying to cope with an interruption of their normal daily life. They do not know how to mend the fault, but they do know what is not right or not working. They expect prompt and competent help, and if it is not provided, their level of discomfort is intensified. What starts as a minor inconvenience may escalate into a major problem.
But most of the people who field these repair calls are not trained to troubleshoot problems with plumbing, heating, electrical wiring, appliances, and a whole host of other potential mechanical or structural breakdowns. Without the immediate technical knowledge necessary to identify problems in a timely manner, these operators - and your tenants on the other end of the phone - can feel confused, frustrated, and helpless. Perhaps contractors are called in without a proper diagnosis of the problem, only to go away and come back again with their necessary tools and supplies.
The result is that many times, what begins as a responsible and courteous repair call from a tenant may evolve into confusion and stalemate, while the operator and tenant try to figure out the source of the problem. Communications may become misleading, and if an inaccurate work order or report is forwarded to contractors, it can result in wasted service calls. Tenants, managers, contractors, and local authorities may be blamed for issues beyond their control. Sometimes contractors become frustrated because even the smallest repair can require repeat trips back and forth, and this also means they will invoice for more costly repairs.
But with help of Repair-IT-now, an elective repairs diagnostic system, accurate answers to complex technical problems are displayed in as little as three clicks of a computer mouse. Repair-IT- now links to your repairs ordering system for an integrated approach to housing repairs management that puts an automated diagnostic menu in front of those who answer repair calls. As the repair is pinpointed, contact information for appropriate contractors appears on the screen, along with tips for helping the tenant cope with the loss of service in the meantime. By following simple on-screen menus and visual aids, an operator can diagnose the problem, provide alternative temporary solutions to the tenant, and contact contractors to schedule a service call, within a matter of minutes.
By putting highly technical information into a menu-hierarchy format, Repair-IT-now puts power - knowledge to act decisively - at the fingertips of non-technical operators in your repair notification call centres. Management problems are solved before they happen, through accessible and cost-saving solutions that allow non-technical personnel to accept highly technical responsibility. And best of all, they can execute it with speed and confidence.
Call us now to learn how you, your staff, and most of all, your tenants, can benefit form this powerful and easy to use system.
