The MRO Show

How do you train and retain multifamily maintenance technicians? Kenny Choat shares practical ways property-management companies can improve onboarding, make technical training more interactive, and build clear maintenance career paths.

In this episode of The MRO Show, Kenny and Adam discuss how the industry can prepare for experienced technicians to retire without losing critical knowledge. Kenny explains how to engage new hires, use mentoring to develop future leaders, connect certifications and skills to advancement, and create a visible path from groundskeeper to maintenance leadership.

Kenny also describes changes Thompson Thrift made to its onboarding and training approach, along with the internal improvements the company observed in technician turnover and team morale. The conversation offers practical ideas for maintenance directors, service managers, property managers, technicians, and anyone building the next generation of the multifamily workforce.

The MRO Show is presented by Chadwell Supply, The Favorite Maintenance Supplier of Multifamily Professionals.

Explore The MRO Show: https://www.chadwellsupply.com/podcast  
Explore multifamily training through Chadwell University: https://www.chadwellsupply.com/university 

Guest: Kenny Choat, Director of Maintenance, Thompson Thrift
Host: Adam Porter, Director of Communications, Chadwell Supply

#MultifamilyMaintenance #MaintenanceTraining #WorkforceDevelopment 

How do you build customer trust that lasts? Jamie Akers shares practical customer service and account management habits that help multifamily professionals become reliable, proactive partners.

In this episode of The MRO Show, Jamie and Adam discuss consistency, communication, active listening, follow-through, and the importance of owning mistakes. Jamie explains how professional relationships shape your reputation over time, why every person in the industry deserves the same care and respect, and how anticipating a customer's needs can make you their “easy button.”

The conversation also explores proactive service during severe weather, multifamily staffing pressures, teamwork, mentorship, and what it means to help customers focus on their work because they know you are handling yours.

The MRO Show is presented by Chadwell Supply, The Favorite Maintenance Supplier of Multifamily Professionals.

Learn more about The MRO Show: https://www.chadwellsupply.com/podcast  

Learn about Chadwell Supply customer service: https://www.chadwellsupply.com/customer-service

Guest: Jamie Akers, National Account Manager, Chadwell Supply
Host: Adam Porter, Director of Communications, Chadwell Supply

#CustomerService #CustomerTrust #Multifamily

John Daniell has invested decades in multifamily, and it shows in how he reads the market. In this episode, John and Adam unpack what's really driving the industry's "economic hangover" in 2026 and why customer experience is the thread connecting retention, profitability, and trust. They dig into the real cost of a broken supplier relationship, including a startling per-property dollar figure tied to lost maintenance productivity, and talk candidly about what it means to invest in a customer rather than just sell to one.

The MRO Show is presented by Chadwell Supply, The Favorite Maintenance Supplier of Multifamily Professionals.

Learn more about The MRO Show: https://www.chadwellsupply.com/podcast  

Explore Chadwell University: https://www.chadwellsupply.com/university/

Guest: John Daniell, Executive Vice President of Sales, Chadwell Supply
Host: Adam Porter, Director of Communications, Chadwell Supply

#Multifamily #NetOperatingIncome #PropertyManagement

Taryn Brasher and Kristen Cruz, TK Nation, are one of the best women’s beach volleyball teams in the world. In this episode of The MRO Show, Taryn, Kristen, and Adam talk about the hard work, determination, and teamwork behind their journey to the professional level—and how the people you surround yourself with can help you achieve big goals.

They also share why community, service, and giving back matter so much to them, and how the values that drive them on the sand—working hard, supporting others, and always striving to be better—are the same values that help build strong teams and lasting relationships.

The MRO Show is presented by Chadwell Supply, The Favorite Maintenance Supplier of Multifamily Professionals.

Watch more episodes: https://www.chadwellsupply.com/podcast

Follow TKN: https://www.tknvball.com/

Guests: Taryn Brasher and Kristen Cruz, TKN
Host: Adam Porter, Director of Communications, Chadwell Supply

#BeachVolleyball #TKN #TarynBrasher #KristenCruz #TheMROShow #ChadwellSupply

Monica Gracia, Senior Vice President of Operations for Dayrise Residential, built her career in multifamily from the ground up—from part-time leasing agent to executive leader. In this episode of The MRO Show, Monica and Adam talk about the importance of staying humble, learning from the people around you, and why strong relationships between property management and maintenance are critical to a property’s success. She also shares how her involvement with the Houston Apartment Association is helping her give back to an industry that has given her so much.

Learn more about Chadwell Supply: https://www.chadwellsupply.com

Watch or listen to more episodes of The MRO Show: https://www.chadwellsupply.com/podcast

Guest: Monica Gracia, SVP Operations, Dayrise Residential
Host: Adam Porter, Communications Manager, Chadwell Supply

#TheMROShow #ChadwellSupply #Multifamily #PropertyManagement #ApartmentIndustry

Danny Dugger is a second-generation maintenance professional who knows exactly how important that work is to the bottom line in multifamily. In this episode, Danny and Adam talk about what it means to “be invested,” how resident expectations are changing, and how a few fundamental skills will help a maintenance pro be successful. He also shares why he created Apartment Peeps—a community for multifamily pros on social media—and how, 10 years later, that community is bringing leasing and maintenance together to share perspectives and find greater success.

Learn more about Chadwell Supply: https://www.chadwellsupply.com

Explore Chadwell University: https://www.chadwellsupply.com/university

Watch or listen to more episodes of The MRO Show: https://www.chadwellsupply.com/podcast

Guest: Danny Dugger, Director of Maintenance, JC Hart and founder of Apartment Peeps
Host: Adam Porter, Communications Manager, Chadwell Supply

#TheMROShow #ChadwellSupply #MultifamilyMaintenance #ResidentRetention #PropertyManagement

Who is your 2 a.m. phone call person? With 24 years in property management and nearly 3 decades in multifamily, Lori Somerville understands the importance of having that person and being that person. Most importantly, though, she wants everyone she works with to feel heard, be understood, and to always know they truly matter. If you want to build strong teams and develop healthy communities, click “play” and hear what Lori has to say.

Learn more about Chadwell Supply: https://www.chadwellsupply.com

More multifamily property management insights: https://www.chadwellsupply.com/resources/articles/management-insights/

Guest: Lori Somerville, Regional Sales Manager, TX
Host: Adam Porter, Communications Manager, Chadwell Supply

#TheMROShow #ChadwellSupply #PropertyManagement #MultifamilyMaintenance #MRO

Heather Sanchez wants 10%... Because, when you find the time and make the effort, that 10% shift will help you manage stressful situations more easily, help residents go from angry to appreciative faster, and create opportunities for every member of your team to be more successful. We move toward what we focus on, so let’s go get that 10 percent!

Want more training for your team?
Explore Chadwell University’s maintenance training, certifications, and professional development: https://www.chadwellsupply.com/university/

More multifamily maintenance resources: https://www.chadwellsupply.com/resources/articles/maintenance-library/

Guest: Heather Sanchez, Senior Instructor, Chadwell University
Host: Adam Porter, Communications Manager, Chadwell Supply

#TheMROShow #ChadwellSupply #ChadwellUniversity #MultifamilyMaintenance #SoftSkills

Sometimes, the maintenance and operations teams aren’t on the same page. Nichole Curl delivers two key mindset shifts to get everyone on point—reducing conflict, increasing connection, and setting properties up for success.

Want more training for your team?
Explore Chadwell University’s multifamily maintenance training, certifications, and professional development resources: https://www.chadwellsupply.com/university

More multifamily maintenance resources: https://www.chadwellsupply.com/resources/articles/maintenance-library/ 

Guest: Nichole Curl, Chadwell University Directior
Host: Adam Porter, Communications Manager, Chadwell Supply

#TheMROShow #ChadwellSupply #ChadwellUniversity #MultifamilyMaintenance #PropertyManagement

Heather Sanchez has spent years helping multifamily maintenance teams strengthen one of the most overlooked parts of their training: communication. In this episode of The MRO Show, she shares practical tips that often get missed, including how the simple technique of “mirror and validate” can help maintenance professionals de-escalate resident concerns and build trust.

Want more training for your team?

Explore Chadwell University’s maintenance training, certifications, and professional development: https://www.chadwellsupply.com/university/

More multifamily maintenance resources: https://www.chadwellsupply.com/resources/articles/maintenance-library/

Guest: Heather Sanchez, Senior Trainer, Chadwell University

Host: Adam Porter, Communications Manager, Chadwell Supply

#SoftSkills #EmotionalIntelligence #DeescalationTraining #MaintenanceTraining #Multifamily