For lead tech Rafael Ortiz, delivering great customer service started as an uphill battle in Minneapolis. Rafael moved from our Chicago market to the Quinn at Plymouth two years ago, and residents were not happy.
“They were extremely hostile,” Rafael said. “They didn’t have a tech on property for over a month.”
In June 2023, the property had a 2.90 customer service score. One work order at a time, Rafael focused on improving the property’s customer service and building rapport with residents. Now, the property has earned a 4.52 customer service score.
Rafael’s dedication to providing elite customer service delivered measurable results, extending beyond just The Connor Group. After a phased rollout that started in September, our properties introduced a new process to improve our maintenance systems: AppWork. AppWork is a new maintenance app that is now being used at all 51 properties. The technology is eliminating physical work order slips and ensuring our residents are getting the best communication. Managers can now assign work orders to techs, which can be accessed and managed on the team’s cellphones.
The impact of this technology is evident. AppWork recognized The Connor Group and seven of our properties on their Winter Top Maintenance Ratings list. This marked a new record for AppWork. They’ve never had seven properties from the same company make their seasonal list before. Congratulations to these properties for achieving this outstanding recognition!
“It feels really good,” Rafael said. “I treat every work order like it’s my house and that’s the key to providing great customer service.”
AppWork makes it easier for our techs to deliver elite customer service by streamlining the maintenance process. For lead tech Charlie Klare, the app allows him to complete work orders more efficiently while improving communication with Somerset at Deerfield residents. Once a work order is assigned to Charlie, he starts a timer and enters the unit. He can leave notes for residents through the app, including part updates. After the job is completed, Charlie takes a photo and the resident gets a notification that the work order is done. Then, residents are asked to rate their experience on a 1-5 star scale.
“When we deliver great customer service, it looks really good for us and the company,” Charlie said. “It shows the tech really cares and is doing their best no matter what.”
In order to make the list, AppWork analyzes the percentage of work orders rated four or five stars by residents. The top 25 properties with the highest percentages of four or five-star ratings earn the Top Maintenance Rating Badge. The badge not only reflects outstanding service residents experience, but highlights the hard work and dedication of our teams.
“Delivering elite customer service is what we all strive to do,” lead tech Samir Jose said. “It helps The Connor Group grow, and in turn, it helps me grow. When I contribute to the company’s success, I succeed as well.” Samir works at Grand Riviera in Fort Lauderdale, which came in 20th on AppWork’s list.
AppWork has been well-received by our techs, who say the transition was smooth because the app is so easy to use. The app also helps hold techs accountable and ensures work orders aren’t lost or forgotten.
“I was nervous when it was first rolled out because I was so used to how things were,” Charlie said. “But now, it’s a godsend. One time, my whole stack of work orders blew across the pavement because the wind took it while I was on the golf cart. Now, I have no issues.”
“A work order stays on the app until it’s completed,” Samir added. “It holds all of us accountable to getting the job done.”
As all 51 properties continue using AppWork, we will see which properties make it onto the next list when released in April.
In the meantime, we celebrate our properties that made AppWork’s Winter Top Maintenance Ratings list. Their dedication to excellence not only reflects the hard work of each tech, but raises the bar for what’s possible across all of The Connor Group. Congratulations again to these standout properties!