024 - Paul's 5 "P's" of Customer Service | Maintenance Mindset with Paul Rhodes

The Art of Customer Service in Multifamily Maintenance | Unlocking Frontline Skills for Success Picture this: a resident is yelling, there's a rat problem, and all eyes are on you. How in the world are you supposed to turn chaos into calm? Today, Paul shares a real story from his days as a maintenance director that might just shift the way you think about customer service. In this episode of The Maintenance Mindset, Paul Rhodes tackles a topic that doesn’t get nearly enough attention in the multifamily world: customer service for maintenance teams. While we're often caught up in the technical aspects — like HVAC certifications, plumbing, and work orders — and miss the chance to train on the soft skills that truly make a difference. Through a hilarious yet eye-opening story about a rat, a Chihuahua named Princess, and a VERY frustrated resident, Paul shows how a little bit of empathy and thoughtful communication can turn tense situations into positive outcomes. Learn how to elevate your customer service game, calm frustrated residents, and build trust — all while still getting the job done. Want more tips on how to improve your maintenance team's customer service? Like, subscribe, and hit that notification bell for more real-world stories and insights. Share your wildest resident interactions in the comments! Interested in multifamily-related content about all facets of the industry? Check out @MultifamilyMediaNetwork for great episodes about leadership, marketing, property management, maintenance, technology, and more. Each podcast is led by industry pros dedicated to providing engaging content to help you grow.