What if just a 2% improvement in renewals could save your property 10% of the budget?In this episode of The Maintenance Mindset, Paul Rhodes explores a game-changing truth many property management teams overlook: great customer service isn’t just a nice-to-have—it’s a financial strategy. Drawing on insights from the Virginia Apartment Management Association Conference, Paul unpacks how the way your maintenance team interacts with residents directly impacts renewals, trust, and ultimately, your bottom line.With humor and honesty, Paul challenges us to look beyond wrenches and work orders. From first impressions to curb appeal, from listening well to leading better, this episode will shift how you think about maintenance techs—not just as fixers, but as frontline ambassadors of resident experience.In this episode, we cover:-Why do people skills matter just as much as technical skills for maintenance technicians?-What customer service habits can boost tenant renewals and trust in your team?-The data shows that a 2% boost in renewals can save 10% of your property's operating budget.-How investing in customer service training creates a ripple effect across your maintenance team and resident relationships.🎧 Listen in to discover how every interaction is an opportunity to impress, retain, and elevate your community.🔗 Click subscribe @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!Visit www.multifamilymedianetwork.com to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders!#CustomerService #MaintenanceMindset #PropertyManagement #ResidentRetention #MultifamilyHousing #TenantExperience #TrustMatters #MaintenanceLeadership #PeopleSkills #PaulRhodesPodcast #RenewalsMatter #FacilitiesManagement👉 Enjoyed this episode? Share it with your team and start the conversation on how your maintenance crew can become your best retention tool!

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