Quality results at a fair price on time.

Since early 2024, I have been working on my own as a sole-proprietor for private landlords and/or their property managers.

From 2020 to 2024, I worked as an apartment maintenance technician at several property management companies. My residents included market-rate, section 8, LIHTC, senior residents, and some commercial tenants. I worked as a roving tech in a van serving independent structures, and as the onsite technician for 60-130-unit apartment communities spread out across many structures, as well as a community under one roof in a 4-story apartment building. 

From 2019 to 2020, I completed a 10-month Americorps National term with Greater Fox Cities Area Habitat for Humanity in Wisconsin as a Construction Crew Leader. There, I helped build half a dozen houses from the ground up. I also managed warehousing and logistics for a time. I was trained in quality construction techniques by the people who wrote the construction manual that Habitat affiliates across the country use.

From 2018 to 2019, I ran a small handyman LLC in Albany, Georgia called Happy Albany Handyman. Through that, I gained experience in B2C repair work. My work there consisted of roofing repairs after a hurricane, woodworking, deck refinishing, pre-fab shed assembly, attic insulation work, and other minor repairs. 

Completed a 6-month pre-apprenticeship in Building Construction Technology in 2018 through HBI where I was formally trained on roofing, Hardie board siding, electrical rough in, plumbing rough in, woodworking, HVAC, hip roof construction, and OSHA 10.

What do I actually mean by “quality”? Most people assume it may mean “anything he touches has to turn to gold and look like a million dollars”. That’s not what I mean. Sometimes that’s what the customer wants, but oftentimes they just want the thing fixed. Here’s what I mean by quality:

Does the customer have control over the work? Or does the company just do their own thing without actually having a calm, focused conversation with the customer about what the customer does and doesn’t want?

Good Example: Tech puts 100% of focus on what resident has to say before touching equipment/tools

Bad Example: Tech doesn't talk to resident and barely talks to the customer/property manager

Good Example: Tech doesn't mind lowering quality if that's the most the customer can afford

Bad Example: Tech refuses to adjust their quality/price, so customer can't afford to have the job done at all

Good Example: Tech asks the customer what level of quality they want—before the work begins

Bad Example: Tech tells the customer what level of quality they got—after the work is already finished

Do I, the technician, provide service in a structured, strategic, and predictable manner? Or does my behavior vary aimlessly between service calls?

Good Example: Tech treats all residents with the same professionalism and adherence to policy

Bad Example: Tech relaxes privacy and entry policies when working for a familiar resident

Good Example: Tech uses an articulable diagnostic process to find root causes quickly

Bad Example: Tech wastes hours going in diagnostic circles because they have no process

Good Example: Tech observes all relevant facts before starting work by following a process

Bad Example: Tech misses and erases key information by skipping right to tools

Is the customer provided with thorough documentation on the work provided and on their options? Or is the customer left wondering what happened during the service call and why?

Good Example: Tech tells resident and customer the same thing and provides extensive written detail

Bad Example: Tech tells resident one thing, tells the customer another thing, and doesn't provide details

Good Example: Tech provides extensive documentation even for simpler jobs

Bad Example: Customer doesn't know what they paid for since they only got a one-sentence report

Good Example: Tech is able to start solving new problems from the office by reviewing past reports

Bad Example: Every new service call starts from scratch since no information is written down or shared

Are the results of the work consistent with the customer’s expectations and with the documentation? Or is the customer unpleasantly surprised, or is the documentation factually incorrect?

Good Example: All important test results are documented for the customer—even if they reflect poorly

Bad Example: Minor mistakes in a job are glossed over or written out of the report since they are minor

Good Example: Tech got it fixed and it's done faster and more affordably than expected

Bad Example: Tech didn't fix anything and instead try to sell something unnecessary

Good Example: Tech also fixed a couple other minor things along the way at no extra charge

Bad Example: Tech skipped several important steps to get done faster

When you hire a large chain company, you never know who’s going to be sent out. It could be someone good, it could be someone bad. But you can’t call that technician, you can only call their company. The person setting policies is a bureaucrat in an ivory tower in a land far away. This isn’t ideal, especially in property management contexts. You really want to have one person who you personally know. 

That’s what you get with a small business like mine: you call my number and I’m the only one who will pick up. I’m the only one who gets sent out. I set all my own policies and you can read them here. You only have to trust me. You don’t have to trust an entire company.

Furthermore, because I'm particularly geared towards B2B rental maintenance, I differ from the other B2C companies in that I'm very flexible with unresponsive residents. I know that you need someone who doesn't mind knocking on the door a couple times or calling a few times to get something set up. Sometimes I will make more than 5 attempts to schedule work without giving up. Larger companies may not be so flexible and understanding.

A technician fixes the problem five other guys couldn't. A technician cuts things apart to find out why they failed. A technician uses a torque wrench. A technician writes a debriefing essay when he doesn’t understand something. A technician knows exactly where to find manufacturer documentation. A technician defers work when he is not qualified. A technician can feel the difference between a Kwikset and a Schlage. A technician ponders the value of what he doesn't know. A technician documents everything to act as a torch for the next one. A technician knows to calm down and talk to the customer before approaching equipment. A technician is not a hammer but a scalpel with the weight of an axe. Most guys can be a maintenance guy, but rare is the breed of the maintenance technician.