Why Are Maintenance Teams So Unhappy?

Do I expect too much? I’m beginning to think this is true and it’s a problem I should get a handle on. Here’s the thing: I see a lot of onsite teams trying to get it together and make it all happen so that move ins can occur on time, work orders are completed in a timely fashion and the property overall is maintained beautifully. When that doesn’t happen, it’s my job to figure out why there is onsite turmoil.

Frankly, I’m tired of hearing from Maintenance Techs that their pay is too low. “Give me a raise and I’ll work harder.” Or, “Pay me what I’m worth and I can step in and handle that project. You won’t have to hire a contractor.” This banter is what I am having trouble wrapping my head around so I can sympathize.

Corporate level leaders usually follow that philosophy with, “You knew what the pay was when you signed your Offer Letter. How do you come back six months later demanding more pay?”

Maintenance techs are worth every penny they are paid. More and more companies are looking to hire techs who have certifications in Pool Operations, HVAC, who also have detailed plumbing skills who can install shut off valves for buildings and, can solve drainage issues, can repair drywall … Honestly, that list is even more extensive. So, WILL OFFERING $4.00 MORE AN HOUR OVER THE GOING MARKET SALARY IN YOUR AREA ENSURE YOU HAVE LOYALTY AND A GREAT NEW EMPLOYEE?

Nope, it sure doesn’t. 

As a property manager, how many times has a tech or supervisor walked in, laid his/her keys on the desk and walked away? From what I hear from Property Managers all over the country, pay might be the least of it. What I hear is Techs, Managers, Leasing Consultants stating they quit because of the workload and not enough company resources to pay for supplies, marketing materials, and lack of respect by upper management or having a too-demanding boss. 

I call bullsh*t. 

I love maintenance techs, so do not misunderstand the message I’m trying to make. Techs are the most important role onsite, in my opinion. Without them the property will not function or thrive. However, do not overinflate your skill level, your customer service skills, and/or your ability to do the detail work. Stop turning units where you don’t install a new tub drain cover or pop assembly that are completely rusted. Stop walking out of a unit knowing you just tweaked the issue so it will last one more day or week or month knowing the resident will call back eventually. Fix it right the first time. Don’t skip over one work order because it “looks hard.” And, please, do not turn in a work order as Complete when it is not (because you “think” you did that one but can’t really remember because you lost the actual work order.) It makes the whole team look incompetent and untrustworthy.

Because our Maintenance Teams are so important, I see a lot of egos, either, over-inflated and cocky, or feeling defeated from lack of recognition. Managers, how do you handle this? Until the last couple of years, I had never seen such detached maintenance techs who ignore what a Manager will ask be done and go off on their own agenda. What happened to the team concept? What happened to Morning Meetings (15 minutes) to discuss the Plan for the Day? What happened to the “Go Get ‘em” attitudes? 

It’s a lot better onsite when everyone looks out for each other and there is no us against them and us against the Residents philosophical approach to property management. Just wondering how we get there again.

Do You Condone Sexual Harassment on Your Properties?

Before you answer, consider your policy,the training of your onsite staff, and how prepared you are to act decisively should an employee report the incident.

I happened upon a discussion going on in an Apartment Management/Maintenance Facebook group the other day where a young woman manager who lives on site with her children was asking for advice on how to handle two older male residents where one was hugging and kissing her and the other was telling her explicit, off-color jokes. The first 40 comments were advising her to play it off with humor, ignore it (after all, they’re just “dirty old men” or telling her supervisor because once she tells, it becomes the supervisor’s problem to solve. 

Uh. NO. This is the very definition of sexual harassment and she should not have to deal with this at work. The Original Poster worried that they “know where she lives” and she lives alone with her children. Furthermore, it has been going on for five years. Yes, FIVE YEARS. 

Unless you have personally experienced this type of fear, this type of humiliation, this kind of attention that is unsolicited, unwanted, and difficult to stop, you may find it hard to understand; it is a situation no one wishes to be subjected to for one minute, let alone years. This is the exact reason I left the most personally rewarding and fulfilling career of teaching. Yes, I reported it. Yes, my attorney issued a tort claim notice to the school system, yes, they knew about it. Soon everyone in town knew about it. But I couldn’t erase the fact that it had happened over a period of months. And one day I quit. Just walked out. It was on a Wednesday before Thanksgiving after having a meeting with the principal and the Director of Human Resources where I was informed that he was tenured and would no longer be barred from my classroom. That essentially, I would have to go forward with my complaint in court and until then, it would be “business as usual” at the school.  By Monday afternoon, I received a phone call from the Director of Human Resources asking me to return, (apparently the district’s legal counsel had cautioned against letting me quit like that) and I was torn.

Pay close attention to the people who don’t clap when you win.

The day I came back to work, every single teacher, secretary, principal, paraprofessional, coach, and custodian in the school stopped by my classroom to say, “Welcome Back!” and to offer words of support and encouragement. Every one, except the offender/accused and the teacher rep who taught across the hall from him. So, a small victory in life – acknowledgement from my peers and support.

I paid close attention to those who clapped and the two who did not.

If this young manager feels afraid, feels tormented by the actions of these two residents, and does not feel supported by her Owner to correct this behavior and put them on notice that their actions constitute sexual harassment, then how long do you think she will last in this industry? I doubt that it will be much more than the five years she has suffered already.  

Pay Me Overtime! I Deserve It!

A recent ruling that becomes effective on December 1, 2016 will lift the overtime pay level from $23,660 to $47,476, which means essentially that even those in management positions are entitled to receive overtime pay. I remember a few years ago when this issue was raised, and I was told the National Apartment Association opposed this, I bought into their reasoning. After 17 years in the business, I just cannot buy their argument any more.

Dear NAA/NMHC,

Exactly why are you fighting this????

Sincerely,

Property Manager

In the June 2016 Units Magazine, an article states, “NAA/NMHC have worked to overturn this rule since its initial introduction because, in part, it would harm the ability of apartment industry employers to implement, and their employees to take advantage of, flexible scheduling options. The final rule would also limit career advancement opportunities for employees.”

What in the world are you saying?

What I am HEARING from this response is, yes, let’s tell our employees that they should not get paid for the 50+ hours they work EVERY WEEK (equating to an extra 40 hours per month) because we want them to prove their worth so we can promote them? 

There are still exceptions to this. If an employee is paid a fixed salary that is not subject to reduction because of quality or quantity of work performed, he would still not be entitled to overtime pay. However, I know if the work is not deemed satisfactory, I can be fired for non-performance. So, in essence, if it still takes extra time to write reports, create property goals, achieve those goals, I will need to do this without any extra compensation. 

Those people who are the backbone of the industry, the onsite people, work hard, are extremely diligent and most often are never promoted to other positions within the organization. Managers, in particular, look at financials in the evening, attend classes and trainings outside of the work place on their own dimes, post rents on the first of the month (and that includes New Year’s Day), perform month end closing tasks (even on a Sunday) and never receive so much as a “thank you.” They come in on their so-called days off to cover the office when someone fails to show up, or it is a busy first of the month and lots of rents and move-ins are occurring. 

So, please, do not speak for me, National Apartment Association and National Multi Housing Council because you have no idea how much time and energy I have put in and continue to put into my management roles over the years. I do it because I want the property to succeed, because I care about the residents, and usually because most of my properties have remained severely short-staffed through no fault of mine. I take up the slack and I know too many onsite managers who do the same. I used to think if I worked hard I would make into a corporate position with a company, especially on the training side, but that has not happened. Companies are focused on those with a 4-year degree, or a master’s degree, even, with no property management experience, or they hire from outside the company (people who have no idea what it is like at Ground Zero in a hard market area) instead of trusting the people who are there already making their companies better places for the residents, achieving or overachieving the financial goals. So don’t tell me I should not get overtime pay when you have no intention ever of advancing my career. And don’t tell me I should be exempt because my duties are “professional” and it doesn’t matter how I structure my day to get the job done. Everyone knows what happens to a property when there is no management presence on a daily basis. There isn’t really a flexible scheduling option, now is there? 

Why don’t you politicians talk to us for once before you presume to know how we feel? Shut up for once and listen to the people in the trenches.