A good relationship between the Property Management firm, its service agencies, and its tenants is paramount to the successful operation of any complex operated by Metro Management Services.

Metro Management Services' personnel are constantly being reminded that this is a service business -- in this case, the service we provide is the maintenance and administration of usable space and effective communications and response.  All personnel are indoctrinated with this service approach.

The importance of service personnel being agreeable, courteous, and yet firm cannot be overemphasized.  Property Management must know their tenants, receive comments courteously, and act on them promptly -- an extremely important point.  A tenant's perception that a legitimate complaint will receive prompt and courteous attention is communicated quickly throughout the building.  Even when an answer is negative, the tenant deserves a courteous explanation of why his request was denied.

Good communication between management and tenants is essential in establishing and maintaining positive tenant/management relations.  When a major breakdown occurs, the tenants are promptly informed and given an estimate of how long the equipment will be out of service. Metro Management Services also promptly informs its tenants of any upcoming holidays, anticipated interruption in service, programmed preventive maintenance, or other problems concerning the property.

With regard to telephone and service request responses, Metro Management emphasizes that all service calls from tenants receive a prompt response from the service team and that any required follow-ups be timely.  In order to promote better communication and control of maintenance requests, our service desk is staffed during normal business hours.  An emergency service line is available to tenants 24 hours a day.

If a tenant calls for a work request, a maintenance request ticket is completed and routed to the appropriate individual.  These tickets are recorded and reviewed by the property manager and his engineering staff.  Follow-up calls are made to the tenants on a periodic basis to ensure timely completion of work requests.