MMHASTA - MORE THAN MAINTENANCE: BRIDGING THE GAP BETWEEN SERVICE & SUCCESS
By the end of this course, participants will be able to:
Understand Ownership Goals & Property Performance Objectives
- Gain a deeper understanding of how maintenance performance impacts financial outcomes.
- Learn how to align daily tasks with ownership and operational priorities.
- Improve efficiency in handling work orders to optimize property value.
Communicating Effectively with Residents & Internal Teams
- Develop strong verbal and written communication skills.
- Learn techniques for handling difficult conversations with professionalism.
- Understand the importance of proactive communication in minimizing service requests.
Navigate Decision-Making Processes with Confidence
- Improve problem-solving skills to make sound maintenance decisions.
- Learn to balance cost, efficiency, and resident satisfaction.
- Gain insights into escalation protocols and when to involve management.
Enhance Professionalism through Verbal & Written Communication
- Adopt best practices for clear, professional communication with residents and colleagues.
- Master documentation techniques for work orders and incident reports.
- Learn strategies to maintain professionalism under pressure.
Become a Vital Contributor to Customer Experience
- Understand how maintenance interactions shape resident retention and satisfaction.
- Develop customer service techniques tailored to maintenance roles.
- Build a positive reputation for the maintenance team within the community.
Target Audience:
- Maintenance Technicians
- Lead Maintenance Supervisors
- Property Managers interested in strengthening maintenance collaboration
Instructed by: Toni R. Harris, CPM, ARM
Toni R. Harris, CPM®, ARM®
Toni Harris is a 20+ year multi-family industry professional, who started her property management career working for National Housing Partnership (NHP) as a recertification specialist, after ten years of military service. Advancing through her career she has excelled in various positions such as Leasing Specialist, Leasing Manager, Property Manager, Marketing Director and Regional Property Manager.
Harris has earned both her Accredited Residential Manager (ARM) certification and Certified Property Manager (CPM) designation. She is a licensed Realtor in the District of Columbia. Locally, she has served in various leadership roles including President of IREM Maryland Chapter 16 and chairperson of the Property Management Association (PMA) education committee. Nationally, she has served on the Ethics and Hearing and Discipline Boards consecutively. She currently serves as President of the Property Management Association of DC and is a Member at Large on IREM’s Executive Committee.
Passionate about her love of professional development, Harris was responsible for chartering two local Toastmasters Clubs where members improve their public speaking and presentation skills. She is currently an instructor for various continuing education courses for the National Apartment Association and is an IREM Faculty Instructor for the past 6 years. She has taught both the CAM and CAPS courses for the last 9 years and is always excited to see industry professionals get their designation. She gives back by volunteering time to assist young professionals entering the workforce or those who are returning to it. Toni has received numerous awards throughout her career including CPM of the Year by the IREM Maryland Chapter in 2014 and IREM’s Leadership Award in 2017.
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