In an industry rapidly shaped by technology, what remains non-negotiable? The human touch. In this thought-provoking episode of CX Unplugged, Gabrielle Gonzalez is joined by Paul Rhodes to explore why human interaction still matters—especially in maintenance. While automation and AI are transforming operations, your residents still value empathy, clear communication, and trust—qualities only a well-trained, people-first team can provide.
This conversation goes deep into the evolving responsibilities of maintenance teams and how equipping them with both technical skills and customer service know-how is key to elevating the entire resident experience. From conflict resolution to proactive planning, this episode sheds light on what it takes to build a maintenance culture that not only fixes problems—but also builds community.
In this episode:
Why does the human element matter more than ever in a tech-powered maintenance landscape?
What skills are essential for maintenance teams to confidently handle resident interactions?
The maintenance touchpoint is often the most impactful part of the customer journey.
How can training, empathy, and strong communication elevate maintenance culture and boost resident satisfaction?
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#CustomerExperience #MultifamilyMaintenance #EmpathyInService #TechAndTouch #MaintenanceTraining #ConflictResolution #ProactivePlanning #CXLeadership #HumanConnection #PropertyManagement
