Maintenance Mindset

Which is a higher priority for your community? an Inspection, or a Work order. It's possible that by prioritizing the incorrect one, we are incentivizing the wrong thing. Here's some thoughts and ideas for a path forward.In this conversation, Paul Rhodes discusses the challenges faced by maintenance technicians in managing multiple mobile apps and the debate between the importance of inspections versus work orders. He emphasizes the need for a shift towards preventive maintenance and service recovery, advocating for a more proactive approach to maintenance tasks. Rhodes also highlights the role of technology in communication and the importance of personal interaction with residents.Chapters00:00 The Proliferation of Maintenance Apps04:06 Inspection vs. Work Order: The Dilemma07:11 Understanding Work Orders and Inspections10:18 The Hero Complex in Maintenance13:19 Preventive Maintenance: A Better Approach16:26 Service Recovery in Maintenance19:20 Implementing Inspections Effectively22:14 Communication and Technology in Maintenance35:15 Conclusion: Balancing Inspections and Work Orders38:43 riverside_rhodes_ outro video... _ sep 18, 2025 001_maintenance_mindset.mp4🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations! 📰 Sign up at https://www.multifamilymedianetwork.com/ to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#CustomerExperience #PersonalizedService #ActiveListening #CXStrategies #EarnedProspects #CustomerSatisfaction #Referrals #MultifamilyLeadership #ResidentExperience #PropertyManagement

A Maintenance Mindset looks for inspiration from what can sometimes be unconventional sources. This time, Paul reviews lessons gleaned from watching "The Repair Shop". A show from BBC which is now a channel on Youtube. If we look for ideas and solutions in unconventional places, we just might come away with different ways of approaching repairs. 🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations!📰 Sign up at www.multifamilymedianetwork.com to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#CustomerExperience #PersonalizedService #ActiveListening #CXStrategies #EarnedProspects #CustomerSatisfaction #Referrals #MultifamilyLeadership #ResidentExperience #PropertyManagement

In this conversation, Paul Rhodes speaks with Matt Baird, the CTO of AppFolio, about the integration of technology in property management, the importance of user experience, and the role of AI in maintenance. They discuss the future of property management with RealmX, focusing on proactive maintenance and the human element in technology. Matt emphasizes the need for grit and hard work in overcoming challenges in the real estate technology space.Chapters00:00 Introduction to AppFolio and CTO Role04:33 Understanding AppFolio's Technology and Integration08:31 The Importance of User Experience in Technology14:36 Real Estate Performance Management and Technology's Role20:42 RealmX: AI and Its Applications in Property Management26:29 The Future of AI in Maintenance and Proactive Solutions35:41 The Need for Connection in a Post-COVID World36:50 Proactive Maintenance: A Path to Trust and Leadership38:17 Steps Towards Prescriptive Maintenance Technology40:22 The Importance of Connected Data Systems41:18 Sensorization: The Future of Predictive Maintenance43:15 Envisioning a Screenless Future in Maintenance45:23 Natural User Interfaces: Enhancing Communication49:19 The Role of AI in Maintenance Solutions52:28 The Golden Age of Technology in Real Estate55:36 Focusing on Outcomes Over Efficiency59:48 The Complexity of Modern Maintenance Solutions01:04:09 The Power of Grit in Achieving Success01:05:19 riverside_rhodes_ outro video... _ sep 18, 2025 001_maintenance_mindset.mp4🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations!📰 Sign up at www.multifamilymedianetwork.com to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#CustomerExperience #PersonalizedService #ActiveListening #CXStrategies #EarnedProspects #CustomerSatisfaction #Referrals #MultifamilyLeadership #ResidentExperience #PropertyManagement

Paul throws up the "crisis" flag on the increasing number of vacant positions found on Multifamily Maintenance teams. Data points such as 41% of construction workers retiring in 5 yeas and "for every 5 skilled tradespersons retiring, 2 take their place" are concerning to the point of crisis when we look at demand projections based upon population growth. In this episode, Paul offers a different frame to solve the open problem by asking "what if?" Chapters00:00 The Crisis in Maintenance Staffing10:40 Reframing Recruitment Strategies21:40 Retention: Keeping the Workforce35:26 Innovative Solutions for Staffing Challenges🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations! 📰 Sign up at www.multifamilymedianetwork.com to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#CustomerExperience #PersonalizedService #ActiveListening #CXStrategies #EarnedProspects #CustomerSatisfaction #Referrals #MultifamilyLeadership #ResidentExperience #PropertyManagement

In this episode of the Maintenance Mindset Minute, Paul Rhodes emphasizes the importance of effective time management for maintenance teams in apartment communities. He outlines a structured approach to preparing for the upcoming week by dedicating the last 30 minutes of each workday to gather necessary information and organize tasks. This method not only enhances productivity but also ensures that team members are aligned and ready to tackle their responsibilities efficiently. Throughout the week, Paul provides specific questions and tasks to focus on each day, reinforcing the idea that preparation is key to success in maintenance operations.Paul also highlights the significance of communication within the team and with vendors, suggesting that regular meetings and organized schedules can lead to better outcomes. By taking the time to reflect on the previous day's work and planning for the next, maintenance teams can minimize time loss and improve their overall performance. The episode serves as a practical guide for leaders in maintenance departments to implement effective strategies that foster teamwork and accountability, ultimately leading to a more productive work environment.Chapters00:00 Introduction to Time Management in Maintenance02:16 Preparing for the Week Ahead04:07 Key Questions for Effective Planning04:07 Effective Time Management for Maintenance Teams06:34 Preparing for Productive Meetings06:54 Preparing for Tomorrow: Time Management Strategies09:45 Organizing Vendor Work and Billing Needs09:50 Preparing for Thursday's Special Orders12:13 Inspection Reports and Safety Checks12:23 Preparing for Friday Productivity13:23 Ensuring Apartment Readiness for Tours14:43 Setting the Stage for Maintenance Mindset15:43 Organizing the Maintenance Team17:08 Closing the Week on a High Note🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations! 📰 Sign up at www.multifamilymedianetwork.com to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#CustomerExperience #PersonalizedService #ActiveListening #CXStrategies #EarnedProspects #CustomerSatisfaction #Referrals #MultifamilyLeadership #ResidentExperience #PropertyManagement

Paul Rhodes expands the time management concept discussed in the 1/3/2026 episode of Maintenance Mindset. The idea is to set aside time the last 30 minutes of each day to plan for the next.

Paul Rhodes expands the time management concept discussed in the 1/3/2026 episode of Maintenance Mindset. The idea is to set aside time the last 30 minutes of each day to plan for the next.

Paul Rhodes expands the time management concept discussed in the 1/3/2026 episode of Maintenance Mindset. The idea is to set aside time the last 30 minutes of each day to plan for the next.

Paul Rhodes expands the time management concept discussed in the 1/3/2026 episode of Maintenance Mindset. The idea is to set aside time the last 30 minutes of each day to plan for the next.

Paul Rhodes expands the time management concept discussed in the 1/3/2026 episode of Maintenance Mindset. The idea is to set aside time the last 30 minutes of each day to plan for the next.

Paul Rhodes expands the time management concept discussed in the 1/3/2026 episode of Maintenance Mindset.

If you were asked on Sunday afternoon what your feelings are for tomorrow, what would your answer be? Paul takes this question and turns into a repeatable strategy for each day of the week. In this conversation, Paul Rhodes emphasizes the significance of proactive planning to enhance productivity and reduce feelings of dread associated with tasks. He advocates for taking action today to save time later, particularly focusing on how planning ahead can lead to a more enjoyable and stress-free weekend.00:00 Introduction to a Week of Days06:32 Strategizing for Mondays13:52 Team Meetings and Learning20:33 Take Ready Day25:44 Special Orders and Weekly Closeout🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations! 📰 Sign up at www.multifamilymedianetwork.com to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#CustomerExperience #PersonalizedService #ActiveListening #CXStrategies #EarnedProspects #CustomerSatisfaction #Referrals #MultifamilyLeadership #ResidentExperience #PropertyManagement

In this episode, Paul demonstrates the importance of looking back strategically by identifying lessons, providing meaning to what they indicate and even point to how that can be a springboard to the new year. 00:00 Reflecting on the Past Year06:10 Embracing Technology for Reflection10:55 Celebrating Achievements and New Experiences14:59 Understanding the Maintenance Mindset19:13 Personal Growth and Relationships24:05 The Journey vs. Destination Mindset28:30 Looking Ahead to 2026🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations! 📰 Sign up at www.multifamilymedianetwork.com to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#CustomerExperience #PersonalizedService #ActiveListening #CXStrategies #EarnedProspects #CustomerSatisfaction #Referrals #MultifamilyLeadership #ResidentExperience #PropertyManagement

Summarizing how Curiosity can lead to mastering any role in multifamily, Paul provides further examples with a couple of stories and revisits one of the quotes from the first episode in this series. He discusses the concept of mastering maintenance through repetition, leading to a state of 'boring' predictability, which is essential for effective property management. Rhodes encourages listeners to choose awe over fear when facing new challenges and to seek boredom as a stepping stone to mastery. He concludes by highlighting the importance of being open to others' knowledge and experiences to foster a culture of curiosity and innovation.00:00 The Importance of Curiosity in Maintenance05:43 Mastering Maintenance: The Path to Boredom11:48 Choosing Awe Over Fear15:49 Seeking Boredom: A Step Towards Mastery🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations! 📰 Sign up at www.multifamilymedianetwork.com to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#CustomerExperience #PersonalizedService #ActiveListening #CXStrategies #EarnedProspects #CustomerSatisfaction #Referrals #MultifamilyLeadership #ResidentExperience #PropertyManagement

In this conversation, Paul Rhodes discusses the latest findings from Gallup's 2025 survey on employee engagement, highlighting the ongoing decline in engagement levels since 2020 and the implications of trends like quiet quitting. He emphasizes the need for curiosity and innovative thinking to address future challenges in the workplace.Expanding on the curiosity idea from the previous episode, a 4 "E" framework is offered and expanded to give practical ways that the idea can be implemented into our properties and careers.00:00 Courageous Curiosity in Maintenance04:52 The Four E's of Courageous Curiosity08:03 Known Expectations and Employee Empowerment10:49 Correct Equipment for Effective Maintenance14:15 Residual Engagement and Continuous Improvement🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations! 📰 Sign up at www.multifamilymedianetwork.com to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#CustomerExperience #PersonalizedService #ActiveListening #CXStrategies #EarnedProspects #CustomerSatisfaction #Referrals #MultifamilyLeadership #ResidentExperience #PropertyManagement

Being curious is a great way to provide Maintenance as well as play other roles. Two quotes bookend that premise and provides two frames with which the concept may be viewed.In this conversation, Paul Rhodes discusses the importance of embracing awe and wonder in our daily lives and work, particularly in community management. He emphasizes the need for curiosity and adaptability beyond traditional checklists, advocating for a mindset that prepares us for change and encourages proactive problem-solving. The discussion highlights the significance of understanding residents' unique experiences and the necessity of fostering a culture of inquiry and engagement.00:00 The Importance of Learning in Change05:02 Frames of Reference: Property vs. Resident08:22 Understanding Entropy in Property Management11:20 The Role of Curiosity in Maintenance14:11 The Limitations of Checklists23:16 Fostering a Culture of Curiosity🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations! 📰 Sign up at www.multifamilymedianetwork.com to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#CustomerExperience #PersonalizedService #ActiveListening #CXStrategies #EarnedProspects #CustomerSatisfaction #Referrals #MultifamilyLeadership #ResidentExperience #PropertyManagement

In this conversation, Paul Rhodes discusses the concept of efficiency in maintenance operations, emphasizing the balance between the quantity of work and the energy expended. He explores practical strategies for optimizing on-site maintenance, including effective parts management, setting clear expectations for service requests, and innovative approaches to enhance repair speed. Rhodes also highlights the potential of empowering residents to handle minor repairs, ultimately aiming to improve overall operational efficiency.- Efficiency is defined as a lowered ratio of work and energy.- We can either decrease the quantity of work or energy.- Having the correct quantity of parts on hand is crucial.- Most maintenance operations deal with a limited number of parts.- Clear expectations on service requests improve communication.- Gamifying service requests can incentivize faster repairs.- Empowering residents to perform simple repairs can enhance efficiency.- Tracking repairs is essential even when residents help.- Balancing speed and quality is vital in maintenance.- Overall efficiency can be improved by optimizing processes.🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations! 📰 Sign up at ⁠www.multifamilymedianetwork.com⁠ to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#CustomerExperience #PersonalizedService #ActiveListening #CXStrategies #EarnedProspects #CustomerSatisfaction #Referrals #MultifamilyLeadership #ResidentExperience #PropertyManagement

In this conversation, Paul Rhodes discusses the concept of efficiency in property management, particularly focusing on how to improve operations and reduce vacancy days. He emphasizes the need for clear definitions and actionable strategies to achieve efficiency, exploring various innovative ideas to enhance apartment readiness and overall management effectiveness.- Efficiency is a vague term that needs clear definition.- Improving efficiency requires understanding the 'how to cost' of operations.- Reducing vacancy days is crucial for financial performance.- Team alignment on priorities is essential for meeting KPIs.- Pre-moveout inspections can significantly reduce turnaround time.- Standardizing parts can save time and improve efficiency.- Tracking appliance end-of-life can enhance service and efficiency.- Innovative thinking is necessary for improving property management processes.- Providing residents with tools can aid in maintaining apartment conditions.- Exploring outside-the-box ideas can lead to significant operational improvements.00:00 - Exploring Efficiency in Property Management11:33 - Strategies for Reducing Vacancy Days20:21 - End🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations! 📰 Sign up at www.multifamilymedianetwork.com to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#CustomerExperience #PersonalizedService #ActiveListening #CXStrategies #EarnedProspects #CustomerSatisfaction #Referrals #MultifamilyLeadership #ResidentExperience #PropertyManagement

In this conversation, Paul Rhodes shares an unexpected encounter with a young salesman who attempted to provide a siding proposal for his home. The interaction highlights the tension between personal service and the increasing reliance on technology in customer interactions. Rhodes reflects on the implications of technology in the multifamily industry, questioning whether it enhances or hinders the relationship between service providers and customers. He emphasizes the importance of maintaining human connection in service roles, even as technology becomes more prevalent.The importance of human interaction in sales.Technology can complicate personal service.Trust is essential in customer relationships.Automation should not replace personal connections.Sales processes can feel impersonal with technology.Customers prefer direct communication with service providers.Technology should support, not hinder, service delivery.Perception of service can be affected by technology.Integrity in business is crucial for customer trust.Maintaining a personal touch is vital in service industries.00:00 - The Unexpected Sales Encounter13:00 - Technology vs. Human Interaction in Service Industries16:25 - End🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations! 📰 Sign up at www.multifamilymedianetwork.com to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#CustomerExperience #PersonalizedService #ActiveListening #CXStrategies #EarnedProspects #CustomerSatisfaction #Referrals #MultifamilyLeadership #ResidentExperience #PropertyManagement

Budgeting season isn’t just about crunching numbers—it’s about shaping the future of your property and your team. In the apartment industry, budgeting is often treated as a behind-the-scenes task, but Paul Rhodes reminds us that it’s much more than that. It’s an opportunity to build stronger communication, set realistic expectations, and plan for long-term success.In this episode, Paul dives into the “fifth season” of property management: budgeting season. He explains why maintenance leaders must be at the table during these critical conversations, how to create safe spaces for open dialogue, and why asking the right questions leads to better decisions. With insights on future casting, team involvement, and practical strategies, this episode will help you rethink how budgeting can empower—not overwhelm—your community.What you’ll hear in this episode:-Why is it essential to involve maintenance leaders in the budgeting process?-What role effective communication plays in shaping successful budgeting discussions.-The apartment industry’s “fifth season” is budgeting season.-How future casting and collaboration can transform team planning and decision-making.👉 Tune in now and shift your perspective on budgeting—it’s not just numbers, it’s leadership in action.Don’t miss this episode of The Maintenance Mindset Podcast! Listen today, share it with your team, and start planning smarter for the future.🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations!📰 Sign up at www.multifamilymedianetwork.com to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#MaintenanceMindset #PropertyManagement #ApartmentIndustry #BudgetingSeason #TeamLeadership #FutureCasting #PropertyMaintenance