Ep1 | Mastering Maintenance Centralization

“If your people are revolting when you mention centralization, you don't have the culture to even start.” - Mylisa Rostel, CEO of Anchor NW Property Group

When Mylisa Rostel began centralizing maintenance 12 years ago, the industry didn't even have a name for it. Today, her company is setting the industry standard: 90% staff retention, a 1:170 technician-to-unit ratio, and triple the monthly turns across 36 buildings (all without a single on-site staff member 🤯). 

Our Centralized Maintenance webinar kicked off with Anchor NW Property Group CEO Mylisa Rostel sharing the strategies that made it all possible—and it's far from revolting.

Build the Right Team Culture First

“I have to build a culture of change amongst my department and my people... they can't be afraid to change. They have to trust me. Even when I make mistakes, they still have to be able to trust my leadership.”

Implementation Strategy:

• Recruit the critical 20% willing to do 80% of the work
• Build a culture of change through inclusive decision-making
• Seek candidates from outside the industry (baristas, aestheticians, teachers)
• Create weekly cross-team problem-solving sessions
• Aim for 75% buy-in on changes, allowing 25% for healthy skepticism
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Break Down Silos With Cross-Functional Teams

“No one is an island to themselves... The whole sales process starts from when the person picks up the phone all the way until somebody leaves us and drops off the keys. Everybody is a part of that process.”

Implementation Strategy:

• Create “bullpens” where maintenance collaborates directly with leasing
• View operations as "spokes on a wheel" with interconnected responsibilities
• Hold weekly meetings to address challenges and refine processes
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Design Specialized Roles That Eliminate Conflict

“Your typical model, when you've got somebody on site... they could be writing a lease, answering the phone, posting ads... that is a huge waste of time.”

Implementation Strategy:

• Replace conflicting priorities with focused roles: command center staff, turn schedulers and specialized technicians
• Match roles to skill sets, not industry experience
• Focus on hiring for specific technical skills
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Select Software That Supports Your Vision

“Don't let vendors tell you how to centralize. AI is a tool, not a solution.”

Implementation Strategy:

• Start with process design, then find technology that supports it
• Run extensive sandbox testing with frontline staff
• Test for 6-12 months before full implementation
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Make Maintenance an Amenity

“If you're vending stuff out, you're giving money away because the vendors need to make money, right?”

Implementation Strategy:

• Bring vendor services in-house (HVAC and grounds teams)
• Bill out specialized services at contractor rates
• Organize by territory with leads managing specific building groups
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Control the Windshield Time Killer

“Windshield time is a killer when it comes to centralization... you've got to figure out a way to manage that.”

Implementation Strategy:

• Stack permission-to-enter work orders for flexible routing
• Separate turn scheduling from regular work orders
• Plan schedules by 2 PM the day before to optimize routes
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Start Small, Learn Fast

“I call them stress tests... when something goes wrong, I'm like, 'This is great! I love these stress tests because they tell me we need to keep looking, or we need to change some stuff.'”

Recommendation: Start with a single position across a few properties. Try centralizing work orders for just 3-4 buildings and embrace challenges as learning opportunities.

A huge thank you to Mylisa Rostel for sharing your insights. Your centralization expertise continues to drive our industry forward! 

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Speakers:

Ben Nowacky‍

President at HappyCo

Ben Nowacky is the President at HappyCo and leads the product development and engineering teams across North America and Australia. In this role, Ben is responsible for executing the company’s overall product strategy while ensuring business continuity and data security. He leads with a customer-first methodology and promotes alignment between the product, engineering, and go-to-market teams. Prior to joining HappyCo in 2022, Ben was the Chief Product and Security Officer at Axcient and brings more than 20 years of product and technology experience to his role.
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Mylisa Rostel

Chief Executive Officer at Anchor NW Property Group

Mylisa is the Chief Executive Officer at Anchor NW Property Group and is credited with developing the first fully centralized solution in multifamily management. Mylisa is a founding member of Anchor NW Property group, and over the past 14 years she has performed almost every role within the company. Her willingness to dive in and get her hands dirty in every facet of the business provides a strong foundation for her outstanding leadership. She currently leads a company of over 50 employees that manages 32 properties. In addition, she is actively involved in the construction of four new multifamily properties.