You're managing commercial properties. How can you prioritize maintenance tasks to keep tenants satisfied?

Prioritise like how you prioritise activities in life!? Order (in priority): 1. Safety hazards/concerns- Non negotiable- things that impact the asset itself 2. Customer satisfaction in office (HVAC, etc)- things that impact their 8hours/day 3. Common areas (shops, experiences)- things that impact the 1/2 hours of break / day 4. Beautification- things that impact further return on asset 3/4 are exchangeable if its a new asset not yet leased out to high capacity.

To prioritize commercial property maintenance, assess the urgency of each task, with safety issues like electrical or structural concerns being top priority. Address problems that impact tenant operations quickly. Balance routine and reactive maintenance, and keep tenants informed to maintain satisfaction.

Prioritize tasks based on their urgency and potential risk. Immediate issues that compromise safety or significantly disrupt business operations should be addressed first. For example, a broken elevator in a multi-story building or a significant plumbing leak would be categorized as high urgency. From personal experience, responding swiftly to these urgent issues not only prevents further damage but also shows tenants that their safety and comfort are top priorities.

Evaluating the Impact on Tenants will always help us to access the urgency accurately, ? Immediate Impact: Assess if the issue affects tenant operations, safety, or legal compliance. ? Determine if the problem could worsen, leading to higher repair costs or further inconvenience. ? Check if the issue violates health, safety, or building codes that require immediate attention to avoid legal repercussions. ? Consider how widespread the problem is and whether it affects multiple tenants or critical systems. ? Prioritize issues reported by tenants, especially if they are experiencing disruptions or inconveniences. ? Look at maintenance records to identify recurring problems that may require a more permanent solution or a higher priority.

Evaluate how maintenance tasks impact tenants. Prioritize tasks that directly affect the largest number of tenants or significantly impact their business operations. For instance, HVAC issues in a commercial building during extreme weather conditions should be prioritized to ensure a comfortable working environment for all tenants.

o Regular Surveys o Maintenance Requests o Direct Communication o Assess the Nature of the Issue o Immediate vs. Long-Term Impact o Functional vs. Aesthetic o Evaluate the Impact on Business Operations o Disruption to Business o Safety and Compliance o Develop a Prioritization Framework o Impact Scale o Monitor and Analyze Trends o Track Maintenance Data o Review Historical Data o Implement a Transparent Process o Establish Clear Protocols o Update Tenants o Regular Inspections and Proactive Maintenance o Routine Inspections o Preventive Maintenance Schedule o Adjust Priorities Based on Feedback and Impact

Regular Inspections: Preventive Maintenance Schedule: Upgrade and Replace Aging Systems: Tenant Education: Emergency Preparedness: Documentation and Records: Engage with Professional Services: Qualified Contractors: Hire qualified contractors and service providers for specialized maintenance tasks to ensure high-quality work and adherence to industry standards. Regular Reviews: Regularly review the performance of service providers and contractors to ensure they meet your standards and expectations.

Balancing cost efficiency with maintenance is key to long-term success. Rather than opting for the cheapest fix, invest in high-quality repairs or equipment that offer durability and energy efficiency, ultimately reducing future repair costs. Partner with reputable contractors who provide quality work, warranties, and service guarantees. This ensures that your properties remain in excellent condition without sacrificing cost-effectiveness. Prioritizing smart investments over short-term savings leads to better tenant satisfaction and lower maintenance costs in the long run.

Categorize Maintenance Needs Use a Maintenance Matrix Schedule Regular Inspections Follow Manufacturer Recommendations Invest in Quality Create a Maintenance Budget Use Cost-Effective Solutions Leverage Technology Data Analytics Educate Tenants Address Tenant Feedback Regularly Review Maintenance Procedures Benchmarking Budget for Capital Expenditures Evaluate ROI Communicate with Stakeholders Provide Updates to Tenants

Of the List of Sub-Topics, the Communication of the "expectations that The TENANT can COUNT ON" from the Management Team is paramount. It is not rocket science work to triage Maintenance tasks, so treat each issue with appropriate level of concern. (Waiting for complete system failures will create the worst Tenant Experience. So Prevent them!) Consider Off-Hrs repairs to extent possible. Less friction for everyone, including maintenance team. Train your vendors on Net Promoter Scoring, and the value proposition for them. A great customer experience can be delivered without spare-no-expense protocols. We get tax depreciation of assets for a reason, so Plan To Keep your buildings ready to Sell and your Tenants will be happy.

Establish Clear Communication Channels Create Multiple Contact Points Set Up a Communication Protocol Prioritize Maintenance Tasks Transparently Implement a Maintenance Request System Share Maintenance Schedules Provide Regular and Transparent Updates Timely Information Address Delays and Issues Collect and Act on Feedback Request Feedback Use Feedback for Improvement Enhance Tenant Relationships Build Trust Provide Proactive Communication Implement Technology Solutions Use Maintenance Management Software Online Portals where clients can easily submit requests, check the status, and access maintenance records. Develop a Maintenance Communication Plan