027 - Crisis. Before, During and After | Maintenance Mindset

Today’s topic is a heavy one. During catastrophic events, we face some hard truths about managing multifamily properties. I’m your host Paul Rhodes and today I’m sharing a real story from February 2021 in Texas, when Winter Storm Uri brought a crisis that property management professionals won’t soon forget. While I might try to lighten the mood at times, let's not lose sight of the seriousness here. This conversation concerns situations that damage property, create destruction and even result in death. The Reality Check: Homes, Not Just Assets Before we begin, think about the residents who trust us with their homes — not just their units but everything they own. We might call it “square footage,” but for them, it’s much more — it’s their sanctuary. And our responsibility to keep them safe is monumental. Winter Storm Uri is a stark reminder of just how critical our role is. The Story: When Texas Froze Over The storm was an event like no other. Over nine days, temperatures dropped to record lows in Texas. We faced below-freezing conditions for seven days, four below zero. Properties built for Texas heat weren’t ready for this. The power grid failed, residents burned fence wood for warmth, and sprinkler pipes froze and burst, causing extensive damage. We’re talking hundreds of units affected, millions in repairs, and months of fire watch because no fire systems could be fixed quickly. Vendors were overwhelmed statewide, and resources were scarce. Yet, through this chaos, our team showed incredible resilience. Maintenance supervisors and staff went above and beyond, often while worrying about their own homes and families. The Unthinkable: No Prevention, Only Preparedness In a webinar later that year, a fire marshal delivered a sobering truth: "There’s nothing you can do to prevent such events." But that doesn’t mean we’re powerless. While we can’t stop natural disasters, we can prepare our properties and teams for three crucial phases: before, during, and after a catastrophic event. Phase 1: Before the Event Preparation starts with conversations. Set a regular quarterly meeting to review expectations and responsibilities. Catastrophic events affect everyone, and our teams will deal with their own family crises, not just property issues. This must be a serious conversation that outlines everyone’s role and allows for flexibility, emphasizing employee family safety first. Supplies & Plans: Discuss supplies needed for potential disasters common in your area. Whether it's ice melt, extra batteries, or emergency equipment, having an inventory ready is vital. Establish vendor contacts and backups, clarify communication procedures, and plan for power outages that could last several days. Communication: Maintain up-to-date phone trees, including physical addresses. Discuss how you’ll communicate with residents if electronic systems fail. Some companies even pre-print signs for emergency situations to post in common areas. Your Turn: What’s Your Plan? Have you and your team discussed your property's emergency preparedness? Share your thoughts or experiences in the comments below! Stay tuned for part two, covering what to do during a catastrophic event. If you found this episode helpful, please like, subscribe, and hit the bell for more insights on multifamily management. Your support helps us bring you more valuable content! For great multifamily content, subscribe to  @MultifamilyMediaNetwork  and hear seasoned pros discuss topics about all facets of multifamily.