Maintenance Mindset

When speaking at this year's Apartmentalize, a common complaint voiced by the audience was finding maintenance team members. With service team turnover rates reportedly approaching 50% year over year in some communities, is it possible that our interview and hiring process is getting in the way? Let's answer that question with a Maintenance Mindset.
In this episode, Paul Rhodes https://www.linkedin.com/in/paul-rhodes-b855572b/ discusses the critical aspects of hiring and retaining skilled maintenance workers in the multifamily industry, emphasizing innovative strategies to attract talent and improve hiring processes.
If you need better maintenance techs, supervisors, or lead hands, this episode shows why the old "experience required" mindset is costing you candidates, time, and money.
Key Topics
The urgent need for skilled maintenance workers in multifamily
Changing perceptions and barriers in maintenance hiring
Effective sourcing and recruitment strategies
The importance of clear job descriptions and expectations
Utilizing digital platforms and social media for recruitment
The role of certifications and experience in hiring decisions
Setting realistic expectations and onboarding plans
The impact of industry stereotypes on attracting talent
Chapters
00:00 Introduction to industry challenges and the need for help
02:28 The skills gap and aging workforce in skilled trades
04:28 Industry demand for HVAC and electrical trades
05:55 Perceptions of plumbing and its income potential
08:00 Changing hiring criteria and removing experience barriers
10:54 Innovative ways to find maintenance candidates
12:48 Defining the role and creating effective job descriptions
16:36 Communication challenges with maintenance teams
19:20 The difficulty of online recruitment for maintenance techs
20:58 Standardizing job titles and sourcing candidates
22:45 Writing concise and appealing job descriptions
24:36 Credentialing and certification requirements
26:30 Setting clear expectations and process for hiring
28:55 Interview process and decision-making
33:24 Closing the vacancy and onboarding new hires
37:26 Preparing candidates for the interview process
40:34 External candidate expectations and interview planning
42:23 Conclusion and next steps for effective hiring
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The question: Why is it hard to get on-site teams, particularly maintenance personnel, to accept change? Paul uses an angle stop as an analogy to provide a thoughtful answer. This episode includes visual examples.
In this episode, Paul Rhodes https://www.linkedin.com/in/paul-rhodes-b855572b/ explores the challenges and opportunities of implementing change in maintenance operations, emphasizing the importance of trust, intuition, and practical tools in adopting new technologies and processes.
Key Topics:
Resistance to change in maintenance teams
The impact of technology on maintenance operations
Building trust during change initiatives
Practical tools and tools management in maintenance
The importance of intuitive design in change processes
Chapters
00:00 Introduction to the episode and its focus on change in maintenance
01:16 Conversations about change and resistance in maintenance teams
02:14 The role of technology and digital tools in maintenance
04:28 The industry shift from traditional to digital documentation
07:15 The nostalgic view of old technology versus new
10:24 Knowledge gaps in new maintenance technology
12:26 Understanding the different perspectives of corporate and on-site teams
15:22 Resident expectations and communication during maintenance
20:31 The rollout of digital customer service and its challenges
25:28 The evolution of angle stops and the importance of better tools
36:42 The 'second wrench' analogy for change resistance
38:40 Defining the current and desired states of change
41:07 The importance of intuitive design in technology and change
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A technician's tool bag or box is FULL of important gadgets, gizmos, grippers, and implements to aid in the repair of equipment. . In this quick episode, Paul Rhodes https://www.linkedin.com/in/paul-rhodes-b855572b/ reminds technicians of the critical safety measures that should take when working with mildly flammable refrigerants like R32 and R454B and underlines the importance of preparedness to prevent ignition and ensure safety in HVAC maintenance.
Key Topics:
Understanding the meaning of the A2L refrigerant designation and its flammability risk
The need for specific tools and safety equipment when handling new refrigerants
Why a fire extinguisher should be a standard part of every technician’s toolkit
The actual ignition risk and slow propagation rate of flammable refrigerant fires
Practical safety tips for technicians working with R32 and R454B
The importance of being proactive in safety to protect yourself, residents, and buildings
Timestamps:
00:01 - Introduction to new refrigerants and their flammability risks
00:29 - Essential safety tools for changeover processes
00:58 - The critical role of fire extinguishers in service trucks
01:27 - Ignition risk assessment and propagation rate of flammable refrigerants
01:56 - Final safety advice and reminders for technicians
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A recent plane flight led Paul Rhodes https://www.linkedin.com/in/paul-rhodes-b855572b/ to the question: "Is courtesy gone?" If the answer is "Yes," we're in trouble. If the answer is "No," then let's ensure that we agree on what courtesy looks like from a Maintenance Mindset.
In this episode, Paul shares insights on courtesy, respect, and professionalism in maintenance work and everyday interactions, emphasizing how small acts of courtesy can significantly improve customer experiences and safety.
In this episode:
-The importance of courtesy and respect in maintenance work
-Effective communication and courtesy tips for interacting with residents
-Safety protocols and personal appearance standards for maintenance staff
-The role of courtesy in preventing misunderstandings and conflicts
-Practical tips for respectful interactions in residential settings
Chapters
00:00 Introduction: The importance of courtesy in maintenance
02:13 Travel story highlights the need for perspective and courtesy
04:08 The significance of looking through others' eyes
06:14 Courteous behavior at doors and elevators
07:59 Respectful entry into residents' homes
09:54 Proper communication and identification techniques
12:00 Knocking, feeling, and gaining entry respectfully
13:57 Handling pets and unexpected situations with courtesy
16:05 Announcing yourself and respecting residents' privacy
18:00 Leaving notes and communicating work details clearly
20:09 Personal appearance, hygiene, and safety standards
22:00 The importance of a professional demeanor and attire
23:53 Managing expectations and clear communication
26:03 The value of punctuality and respecting others' time
27:58 Body language, eye contact, and attentiveness
30:12 Personal hygiene, odor control, and safety gear
32:10 Handling challenging situations with courtesy
33:51 Safety precautions and protective equipment
36:04 The role of a positive attitude and smiling
36:49 Conclusion: Respect as a core value in maintenance
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Paul Rhodes https://www.linkedin.com/in/paul-rhodes-b855572b/ explains the link between quality equipment and skilled technicians and the critical role of preventive maintenance and common pitfalls.
In this episode:
- The relationship between good equipment and technician expertise
- How entropy impacts technician job security and equipment lifespan
- Manufacturer insights on preventative maintenance practices
- Typical mistakes made by technicians when troubleshooting
- The importance of airflow assessment before refrigerant charging
- Upcoming episodes previewing common air conditioning issues
Timestamps:
00:00 - HVAC manufacturer roundtable overview and its relevance
00:28 - The importance of technician quality in equipment longevity
00:58 - Entropy as job security for maintenance technicians
01:28 - The state of preventive maintenance across manufacturers
01:58 - Common troubleshooting mistakes: focusing on costly parts first
02:27 - The significance of airflow testing before refrigerant charging
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Paul Rhodes https://www.linkedin.com/in/paul-rhodes-b855572b/ explores the importance of a maintenance mindset in Part 2 of the components of a maintenance mindset, emphasizing how short-term actions with a long-term focus can prevent failures and sustain property value. He discusses practical strategies for maintenance planning, balancing immediate tasks with long-term goals, and fostering a proactive maintenance culture.
In this episode:
Maintenance as the essential art of civilization
Short-term actions with long-term focus
Preventive maintenance strategies
Balancing immediate repairs and future planning
The role of maintenance in property longevity
Decision-making in maintenance processes
Aligning maintenance with organizational goals
The importance of proactive maintenance culture
Chapters
00:00 Introduction to Maintenance as the Art of Civilization
00:28 The Involvement and Importance of Maintenance
01:20 Every System Depends on Maintenance
02:05 The Challenges of Maintenance Tasks
03:05 Short-term Actions with Long-term Focus
04:35 The Cost of Deferred Maintenance
06:08 The Heroic Maintenance vs. Preventive Maintenance
08:38 The Role of Excellence in Maintenance
09:17 Making Short-term Decisions for Long-term Benefits
10:21 Aligning Maintenance with Organizational Goals
12:15 Maximizing the Opportunity of Vacant Apartments
13:45 Long-term Goals in Maintenance Planning
16:08 Standardization and Predictability in Maintenance
17:36 Decision-Making and Approval Processes
18:29 Budgeting and Financial Planning in Maintenance
19:27 Preventive Repairs to Avoid Catastrophes
20:39 The Role of Maintenance in Equipment Longevity
21:08 Efficiency and Training for Maintenance Tasks
22:27 Aligning Maintenance with Organizational Long-term Goals
22:46 Closing Remarks and Final Thoughts
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In just 2minutes and 30 seconds, Paul Rhodes https://www.linkedin.com/in/paul-rhodes-b855572b/ explains the requirements in changing an older refrigerant system to the new A2L refrigerant. He shares the importance in this because older models, including R410A, R438, and older, are decreasing in availability. He provides training on the difference in replacing the new system vs the old systems in a short, precise explanation.

In a celebratory 100th episode of Maintenance Mindset, Paul Rhodes https://www.linkedin.com/in/paul-rhodes-b855572b/ explores the essential components of a maintenance mindset, emphasizing the importance of preparation, communication, and proactive thinking to prevent breakdowns and ensure safety in maintenance tasks.
In this episode:
- Components of a maintenance mindset
- The importance of preparation and mental walkthroughs
- Communication's role in preventing chaos
- The concept of entropy as job security
- Practical steps for effective maintenance
Chapters
00:00 Celebrating Maintenance Mindset's Journey
03:27 Defining the Maintenance Mindset
06:24 The Importance of Preparation
12:17 Steps to Effective Task Management
22:37 Communication as a Key to Success
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Paul Rhodes https://www.linkedin.com/in/paul-rhodes-b855572b/ shares some quick but useful advice for how to handle old, used refrigerant.
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Which is a higher priority for your community? an Inspection, or a Work order. It's possible that by prioritizing the incorrect one, we are incentivizing the wrong thing. Here's some thoughts and ideas for a path forward.
In this conversation, Paul Rhodes discusses the challenges faced by maintenance technicians in managing multiple mobile apps and the debate between the importance of inspections versus work orders. He emphasizes the need for a shift towards preventive maintenance and service recovery, advocating for a more proactive approach to maintenance tasks. Rhodes also highlights the role of technology in communication and the importance of personal interaction with residents.
Chapters
00:00 The Proliferation of Maintenance Apps
04:06 Inspection vs. Work Order: The Dilemma
07:11 Understanding Work Orders and Inspections
10:18 The Hero Complex in Maintenance
13:19 Preventive Maintenance: A Better Approach
16:26 Service Recovery in Maintenance
19:20 Implementing Inspections Effectively
22:14 Communication and Technology in Maintenance
35:15 Conclusion: Balancing Inspections and Work Orders
38:43 riverside_rhodes_ outro video... _ sep 18, 2025 001_maintenance_mindset.mp4
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