You’ve centralized your maintenance strategy. You’ve aligned systems and staffing. But now comes the real test: Can your field teams execute with speed, clarity, and consistency?Centralization is only as good as what happens day-to-day on the ground.That’s where maintenance playbooks come in.
“What are the three requests we’re handling every week?”Group each into one of two buckets:
Why You Need Playbooks (Even If You Think You Don’t)
Playbooks aren’t binders. They’re fast-reference, action-oriented guides that show your techs exactly how to handle your most common requests—start to finish.They reduce chaos. They speed up new tech onboarding. They cut the guesswork that leads to delayed responses, missed steps, and resident frustration.And here’s the best part: You probably already have 80% of what you need.Start With What You’ve Got
If you have SOPs, great—start there. Pull them out, dust them off, and ask:- Are these being used today?
- Are they too long or vague to be useful?
- Do they cover our most frequent issues?
How to Build Your First Playbooks
Don’t try to document everything. Start with the top 3 issues you deal with the most.Pro tip: Ask your team at your next standup:“What are the three requests we’re handling every week?”Group each into one of two buckets:
- Make-Readies
- In-Unit Maintenance
Sample Playbook #1: Make-Ready – Standard Unit Turn
- Trigger: Resident gives notice
- Steps:
- Lock change
- Patch paint
- Appliance test
- Clean & pest control
- HVAC filter change
- Time Target: ≤ 16 labor hours
- Assigned by: Central scheduler
- Close-out: Upload photos, mark complete in system
Sample Playbook #2: In-Unit Maintenance – Leaking Faucet
- Trigger: Resident reports leak
- Steps:
- Triage: Drip vs. full leak
- Dispatch with standard part kit
- Photo log: before & after
- Test repair and confirm fix
- Time Target: ≤ 24 hours from report
- Close-out: Mark complete, notify resident
Sample Playbook #3: Make-Ready – Premium Unit Deep Clean
- Trigger: Move-out from high-value unit
- Steps:
- Deep clean: appliances, floors, bathrooms
- Touch-up paint
- Amenity function check (e.g., smart lock, washer/dryer)
- Time Target: Standard + 2 hours
- Close-out: Quality check by supervisor
Keep It Simple. Keep It Visible. Keep It Evolving.
Store playbooks where they’re easy to access: on a tablet, via QR code in the break room, or printed in the supply closet.Make them visual. Use photos and checklists over paragraphs. And update them quarterly—based on what’s actually working.Closing Thought
Centralization creates structure. Playbooks deliver execution.You don’t need to write the perfect manual. You just need a starting point your team can use today.Get your team together. Pick your top 3 maintenance issues. Build your first playbooks.Then watch the chaos turn into control.Our mission is to simplify the homeowners & home builders customer experience. Let Iris do the work.
Up next
Getting to Hell Yes! in Selling: Insights from Dennis Steigerwalt
By: Guillermo Salazar • 12 January 2025
Dennis Steigerwalt: Driving Housing Innovation with Vision, Collaboration, and 'Hell Yes!' Solutions
The importance of online product reviews [+3 ways to get more]
By: IrisCX • 19 September 2022
Online reviews are impactful because they reach people with purchasing intent – a total of 93% of new customers consult reviews before purchasing a product or service. With virtual CX, your team can start receiving and leveraging better quality reviews.
From Intake to Impact: How Industry Leaders Are Rethinking Property Maintenance Intake
By: IrisCX • 09 May 2025
Discover how industry leaders are transforming property maintenance intake to improve efficiency, visibility, and resident satisfaction across portfolios.