@Christopher Schink I think pictures are great! What I think is important and also sadly not common enough among managers, at least in Philly, is being very responsive to tenants about repair needs. If someone has an emergency, eg no heat in the winter, they should be able to reach someone right away and have a competent Hvac tech there the same day. For something less urgent, they should still get a same day response letting them know exactly when someone will be out, and again someone capable should show up on time and fix the issue the right way the first time.
Unfortunately some managers respond very slowly or not at all to repair requests, or they schedule someone who no-shows, or someone shows but isn’t able to fix it the right way and it breaks again a few days later. Cutting corners may save some time and repair expenses in the short run, but over the long term being good at maintenance helps us avoid costly vacancies and maintain the value of the property.
In my experience (self-managing and previously managing for a larger developer) doing maintenance well requires good communication, well thought out organization processes to make sure nothing is missed and that tenants always know what to expect, and having the right people on staff and/or as your go-to contractors.