I hate when things break around the house. Having bought my first one three years ago, I’ve often found myself in the position of trying to figure out how to repair various issues on the fly. With YouTube as the Time Life books of our generation, there haven’t been many things I’ve needed to call someone for.
A light bulb came on: quick access, to short videos about common maintenance issues, would be wildly helpful to our Residents. Housing college students means that necessarily a good number of them have never; done their own laundry, run a dishwasher, or unclogged a toilet. A website that explains how to do it themselves is a non-starter. Ditto for a manual or handbook. For Millennials, video is king. Even better, every one of them come with a mobile video player permanently affixed to their hand. How do you leverage that?
We worked on a series of videos with important questions in mind: What’s the vital information we’d want someone to know in a moment when they need it most? What are the types of calls we get all the time that take seconds to fix? Resetting a breaker, a GFI, unclogging a toilet, resetting a garbage disposal – all the easy stuff that a Resident could do themselves in seconds, if they only knew how.
Important to the project was making sure we didn’t make each video too long, or make it complicated in any way. A three minute run-time would kill our click-through rate. Most of our videos are 20 seconds or less and specialized to whatever you’re looking for in the moment.
You can either scan the QR code with your phone or type in the short URL for each area of the apartment, and then you’ll get a playlist of videos to choose from on our YouTube page. At first, we toyed with the idea of stickers on each appliance or area of the home with a quick link to a video specific to that item, but this quickly proved unwieldy. We settled on a 6″x9″ magnet that could be placed on the fridge in each unit – an area where it’s likely to survive and be ever-present in our Residents lives, but not intrusive.
Starting this August, we’ll be placing them on each Fridge as we complete our final inspection walks prior to move-in and dropping some info to look out for them with our new move-in email.
Our mission states that we seek to simplify the complicated and we think this is a huge step in that direction. By allowing our Residents to quickly learn easy lessons about apartment maintenance, and by relieving the work load for our Technicians and CAs, we can free up time better suited to proactive items that really deliver value.