Tenant Communication

When you are dispatched to a job and the tenant is home it is important to follow these steps as to cover yourself and RepairPro.

Arriving to Job:

• Park in a safe location. Do not block cars or driveways.

• Get set up on Service Fusion so you are updating statuses correctly and ready to take photos of job.

• Knock on door. Give the tenant a minute or so before entering.

  • If no answer, use key, and enter unit. Be sure to announce yourself clearly and loudly.

  • If answer, explain that you are with RepairPro and have been sent by the property manager to complete a repair

During Job:

• Be professional, clean up after yourself and respectful.

• If tenant asks questions, please try to explain.

• Wear shoe covers!

• If tenants asks questions that is not related to the specific task that you are doing, use the following response:

  • "That is a good question, but I am unfortunately unable to answer, the best way to get an answer would be submit a request through your tenant portal"

  • "I'm sorry, I don't know the answer. Try to submit a request through your tenant portal for your property manager."

• Do not say, "Let me check and get back you", "Don't know".

• Do not tell a tenant that something needs to be replaced with a new appliance. Whenever a tenant hears this they believe that they will be getting a brand new appliance when in reality they could be getting a used appliance. Also unless that appliance was previously approved, there is not guarantee that a new appliance will be put in.

• RepairPro is a vendor of the property manager, not the property manager

After Job:

• Thank the tenant and let them know that you will be updating their property manager

• If they ask you do something else, use your best judgement if this is something that can be quickly. If not, ask them to submit this through their tenant portal so that their property manager can arrange for repair.

• Clean up after yourself!!

Review:

• Always encourage the tenant to submit any questions, concerns or additional maintenance request through their tenant portal.

• Be respectful, efficient and clean. Your work/attitude is reflecting RepairPro and the property manager.

Example of bad communication to a tenant:

This tenant believed they were getting a brand new dishwasher based on what the tech told them during the appointment when in reality it could be another issue that does not required total replacement. It reflects poorly when the property manager is telling them one thing, but a tech who has no approval is telling them another thing.