I’m not sure what it is, but hearing a property manager gloat that she or he is on call 24/7/365 always takes 2 millimeters off of my back molars. When I come in to work the next morning and explain that I’m a little tired because I got an emergency call at 2:00 a.m., the last thing I want to hear from a property manager is, “Well, I’m on call 24/7/365”. Oh really? Then where were you at 2:00 a.m.? I didn’t see you! Nor have I ever seen you when I’m out on property after hours while on call.
Now, before we go any further and you feel like ripping my eyebrows off with gorilla tape, let me just say that I’m not talking about all property managers. Not all property managers feel like they have to let everyone know that they’re on call 24/7/365. However, it’s a frequent occurrence. Especially in Facebook groups after a maintenance tech tells a story about a previous night’s on call adventure. Also, let me say that I’m speaking from my own experience. Maybe you’ve seen your manager out on property after hours many times. But for me, I started in this business in 2003 and I have NEVER seen a property manager out on property after hours while I was on call.
I guess it all depends on your definition of what being on call is as well. To me, being on call means that there’s a 97% chance you will get a call and you will have to get up, put your work clothes back on, and leave your house to address an emergency. Now THAT is being on call! Not “I could get a call at any time if a rare catastrophe happens.” That is the only time a property manager is getting called. For that rare (may never happen) catastrophe. And you know what? I’ve actually had to make that rare, once every 10 years call to a property manager at 1:00 a.m.. Can you guess what happened? She never answered and it went to voicemail 3 times! 
So, the point of this blog post is not to shame those of you who claim “on call.” I just want to communicate to you that it’s annoying when you do. After your maintenance tech explains what happened during a 3:00 a.m. emergency call and you fire back with, “Well, I’m on call 24/7/365,” it makes him feel like you think he’s whining. Or that he’s being a wimp about it and that you’ve got it worse because your phone MIGHT ring at any time throughout the year for a rare (may never happen) emergency. Don’t be a “one-upper”. One-uppers are the worst!
A good leader doesn’t one-up or discredit a team member. A good leader gives a genuine thank you or offers to buy the tech’s favorite Starbucks drink to combat his tiredness. Or, if you really want to get crazy, ask the tech if he or she would like to go home an hour or two early that day. Now you’ve got a fan for life! If you want loyalty, treat people like royalty after they perform with awesomeness.
Conclusion
If what I’ve said here offends or bothers you and you now feel like grabbing that gorilla tape for a quick brow job at my expense, then I apologize. You’ll have to excuse me for trying to save a dying trade. Not only are good techs leaving the apartment industry due to companies wanting steak for hamburger prices, but they’re also leaving due to callous managers who think good technicians are a dime a dozen. Boy, are those managers in for a rude awakening! So, I hope this blog post helps some managers find a better way to handle their on call banter with their techs. No one cares that you MAY get a call at any hour throughout the year. And when a tech is giving a run down on what happened while he was out working an emergency call at 1:00 a.m., he’s not whining. He’s simply letting you know why he may be a little slow and quiet that day. And it’s at that moment your best leadership skills need to shine and make him or her feel appreciated.
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Amen brother. Been maintenance in low income housing for 13 years. Only one time did manager come
out after hours, fire in building. Stayed for one hour and then left,and took next day off. While we boarded
up windows and secured apt doors until 5:00 am next day.
LoL! That sounds about right. Thank you so much for reading Dennis!
Lex love the channel, just discovered the blog. You are like the only site for the maintenance profession. I moved over to the office side of things but I share your YouTube Channel with all of our companies techs. Love it.
You should take a look at the Rothenberger Kibosh Emergency repair clamp.
Also, to help you monetize you should consider reaching out to companies that make a great product and do reviews or endorsements.
Keep it up Man!
Right on Mitchell! Im working on endorsements as of now. Thank you man!
Man, I feel you. 33 and been working in maintenance since I was 21. People don’t understand what it entails to be “on call” in apartment maintenance, and the pay has been stagnating for the last few years regardless of HVAC experience, but that’s a whole nother topic. It’s not upsetting that I have to continually explain the nuances of being on call to anyone outside of the industry, but when it’s a staff member *office, cough, cough* it becomes annoying. I can’t think of a single thing in my life that has NOT been interrupted by being on call.
That dinner you had simmering on a pan? Turn that burner off and cook some ramen. I got a call.
Oh you were having relations with THAT woman? Sorry to ruin the mood, but Suzie in 108 flushed another “flushable” wipe for you to fish out.
Sleeping? I was. Now I gotta wipe the drool off my face and pretend that my 30-40 minute response is going to be faster than what it took for the resident to find out that their upstairs neighbor clogged the latrine…
What’s worse is my current property has NO uniforms. I can tell you right now that walking around in an Ohio State hoodie or anything else is a recipe for disaster. Just had the cops called on me 2 weeks ago because I walked out of the shop with a space heater. HAHA a space heater. I could have stolen a $800 recovery unit, but instead a modest $50 space heater. It made for an awkward scene with the police that made wonder where I went wrong in my life.
Sorry for the rant. I feel you on all the points and it truly makes me want to consider starting in a new trade. Apartment maintenance is not run by maintenance anymore. Its managed by office bueracrats with a college degree.
LOL Well Said! Thank you Allen!