YOUR BEST FRIENDS IN COACHING: Your Support Personnel

YOUR BEST FRIENDS IN COACHING: Your Support Personnel

So how can we apply this to property management?

1. ENCOURAGE WORKERS TO REWARD ONE ANOTHER. Ask employees to nominate each other for jobs well done. The prizes can be anything – including recognition in company emails, company newsletters, internal bulletin boards, thank you notes, etc.

2. ASK TEAM MEMBERS TO SET UP A LIST OF WORK-RELATED GOALS. When they choose their work goals, there is a more vested interest in the outcome. Set times, once a week, monthly and quarterly, to review all goals, big and small.

3. WALK THE WALK. TALK THE TALK. Remind everyone that you are a team working together towards a common goal: a community 100% full of happy residents who stay for a long time. This means if there is trash on the sidewalk, pick it up, no matter what your position is. If team members see superiors who aren’t afraid to pick up trash, answer the phone, or take time with a resident, they’ll be much more likely to do things outside of their normal job duties as well.

4. GIVE THEM THE TOOLS THEY NEED. Are the grounds keepers often delayed by broken equipment? Do your computers/fax machine/printers copiers work? Take a quick survey of your tools and equipment. Quality products will most likely pay off in the long run. And the easier it is to use the equipment, the faster your techs (and managers) can complete the job.

Think about it from your service team members’ points of view. They are doing the job because that’s what they are trained for, and because there has got to be even just the smallest level of satisfaction in it. Being on your service team is not going to make them millionaires. Let’s constantly improve how we support our service teams, because without them, we have no business.


“Whatever it takes, that’s what I do.”
David R. Mellor (1963 - )
American grounds keeper
Director of Grounds, Fenway Park

This is a wonderful quote to show your maintenance team! Do they have the same attitude as the grounds keeper for the Boston Red Sox?

If not, what tools, training, (Insert your thought here) would it take to get them to have this attitude?

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