From September 16–19, 2025, Rapid City, SD, will transform into the ultimate hub for property maintenance pros at MX Summit 2025. Wondering if it’s for you? Let’s break it down with the 5 Why’s—and why this is the event your team can’t afford to miss.  

Who’s Invited?

Short answer: you.  

Long answer: Anyone involved in property maintenance. Whether you’re a maintenance tech, vendor, coordinator, or an executive  striving to streamline operations, there’s something for everyone. Don’t currently use Property Meld? Don’t worry, this is your chance to level up and learn directly from the experts. Bonus: Bring your whole team for a unified maintenance upgrade.

What’s Happening?

A three-day deep dive into property maintenance operations.   

You’ll experience hands-on workshops, powerful keynotes, and actionable strategies designed to revolutionize your operations. From performance incentives that fire up your team to data-driven maintenance hacks, you’ll leave with a toolkit to optimize efficiency, elevate resident satisfaction, and yes—boost your NOI.  

Where Is Rapid City?

Have you ever heard of Mount Rushmore? It is just one of the claims to fame for our area. The beautiful Rapid City, SD—the gateway to the Black Hills and the heart of unforgettable experiences. With the perfect mix of industry insights and local charm, you’ll connect, learn, and maybe even sneak in some breathtaking views. (Pro tip: Don’t miss the food trucks, hikes, and incredible sightseeing opportunities!)  

When’s the 2025 MX Summit?

Mark your calendar: September 16–19, 2025.  

Three days, endless possibilities. Whether you’re looking to solve your company’s maintenance challenges or simply building your network of fellow property pros, these dates are your chance to focus on growth.  

Why Should You Be There?  

This isn’t your average conference. The MX Summit is the go-to property maintenance operations event of the year. Here’s why:  

• Cutting-edge content: Learn from the best in the business on legal protections, vendor relationships, and even using maintenance as your marketing secret weapon.  
• Team synergy: Bring your techs, coordinators, and vendors for a unified growth experience.  
• ROI you can see: Attendees consistently report higher efficiency, fewer headaches, and a stronger bottom line after implementing what they’ve learned.  

This isn’t just an event—it’s a game-changer for your property maintenance operations. And it’s calling your name.  

See you in Rapid City. Let’s make 2025 the year of maintenance mastery!  

The post The 5 Why’s of the MX Summit 2025: Your Must-Attend Maintenance Event! appeared first on Property Meld.

Understanding the Importance of Internal Maintenance

When Justin Mann, CEO and co-founder of Stonelink Property Management, began his property management journey, he quickly realized the critical role of maintenance in keeping clients happy and assets well-maintained. Operating in Rhode Island, where 80% of the housing stock is older than 1978, Mann manages approximately 1,500 doors, primarily in scattered-site, low-density multifamily properties. With such old properties, maintenance is an ongoing and substantial responsibility, making it a central focus of the business.

In fact, Mann jokes that Stonelink is essentially a “maintenance company masquerading as a property management company.” The sheer volume of work is staggering—over 12,000 melds (maintenance requests) were processed in 2023 alone, with the company averaging 900 to 1,000 labor hours per week just from its internal team.

So, why should property managers consider building an in-house maintenance team instead of relying on external vendors? Mann’s journey provides a compelling case for internalizing maintenance to improve outcomes, manage costs, and ultimately enhance the client experience.

Why Internal Maintenance Matters

Control Over Outcomes

One of the primary reasons Stonelink opted for building a world-class internal maintenance team was the ability to improve control over maintenance outcomes. Every time maintenance was outsourced, they had less control over the work quality, culture, and values of the external vendor. Internalizing maintenance allowed Stonelink to ensure consistency in service delivery. As Mann emphasizes, “When we looked back at where things went off the rails, more often than not, it was when we externalized it.”

Internal teams are not only easier to manage but also more accountable. Employees align with your company’s mission and values, unlike external vendors whose priorities might differ. Having direct control over staff ensures that maintenance aligns with the overall business goals and delivers the quality clients expect.

Cost Management and Value Creation

Another significant reason for bringing maintenance in-house is the opportunity to manage costs effectively. Mann highlights that controlling salaries, tools, vehicles, and schedules provides a far better chance of reducing overhead costs. By having direct control over labor, Stonelink was able to optimize routes, streamline operations, and lower operational expenses.

Not only does this help reduce costs for the property management company, but it also allows property managers to add value for clients. Instead of being perceived as a line item expense, property management can become a value-enhancing service that boosts a client’s profitability. As Mann points out, “I’m not a line item cost. I’m actually enhancing your P&L because I’m delivering better value.”

Becoming a Value-Added Service Provider

World-class internal maintenance positions a property management company as more than just a coordinator of repairs—it makes them a true value-added service provider. By delivering end-to-end maintenance services, property managers can help clients save money while ensuring high-quality work. This increased value makes it harder for clients to replace the property management company, as they would lose access to the in-house maintenance team.

This advantage is particularly critical in a competitive market where clients face rising taxes, insurance premiums, and other overhead costs. Property managers who can demonstrate cost-saving, efficient in-house services can become indispensable to their clients.

Enhancing Asset Management

Property managers are often viewed as mere facilitators of repairs and resident relations, but the role should extend further into asset management. Mann stresses that property management companies need to demonstrate their value in managing the long-term health of a client’s asset, whether it’s maintaining the property condition, strategizing for repairs, or planning for future renovations. 

By internalizing maintenance, property managers can implement proactive strategies that help clients manage their properties more effectively. This shifts the focus from reactive maintenance to asset management, where the goal is to preserve and enhance the value of the property.

Building a World-Class Internal Maintenance Team

Specialized Teams and Structure

Stonelink’s maintenance team is structured for efficiency, with a total of 30 maintenance technicians divided into specialized teams. There are dedicated turnover teams, break-fix teams, and a back-office support staff of seven people, including a maintenance manager and assistant managers. This specialization allows for better management of both daily operations and larger, more complex projects.

Defining Metrics for Success

Mann emphasizes the importance of clearly defining metrics for maintenance teams, just as you would for property management staff. Using key performance indicators (KPIs) helps set clear expectations for technicians. In Stonelink’s case, they implemented measurable goals, such as completing a set number of maintenance requests or earning high ratings from residents.

To motivate technicians, Stonelink recently ran a three-month contest where maintenance teams competed to gather positive Google reviews. By splitting rockstar technicians across different teams and providing regular feedback on performance, the company garnered 83 five-star reviews in just 90 days. This success was a direct result of setting clear expectations and holding technicians accountable.

Maximizing Revenue Potential

While internalizing maintenance can improve service and control costs, it also opens up new revenue opportunities. Mann believes that an in-house team can not only handle everyday repairs but also take on larger, more complex projects that were previously outsourced. From rebuilding staircases to exterior painting, having a skilled internal team allows property management companies to take on higher-ticket maintenance projects.

As the internal team grows in skill and confidence, it becomes easier to keep more work in-house, reducing reliance on expensive external contractors. This shift also strengthens client relationships, as they see the property management company delivering high-quality, comprehensive services.

Reducing Resident and Client Churn

One of the key benefits of an in-house maintenance team is its direct impact on client and resident retention. In Mann’s experience, poor maintenance is often the number one reason why good residents leave. Having a well-trained internal team ensures that maintenance requests are handled promptly and effectively, increasing resident satisfaction and reducing turnover.

Additionally, when residents stay longer, clients are more likely to stick with their property management company. This retention helps property managers grow their business without constantly needing to replace churned clients, leading to more sustainable growth.

Starting the Process: A Continuous Journey

Building a world-class internal maintenance team is not a linear process. Mann describes it as a continuous journey, much like the ongoing efforts property managers make to improve their services. The first step is assessing the specific needs of your portfolio. Door count is not the only factor—understanding the types of repairs that frequently occur and the skills required to address them will guide hiring decisions.

Ultimately, bringing maintenance in-house offers property managers a competitive edge, improved outcomes, and the potential for new revenue streams. As more property managers adopt this model, the question shifts from whether to internalize maintenance to how quickly they can build their world-class team.

Schedule a call with Property Meld to see how we can provide the industry’s only benchmarks into technician performance to help you build a world-class internal maintenance team. 

The post Building a World-Class Internal Maintenance Team: A Blueprint for Property Managers appeared first on Property Meld.

The Legal Landscape: Why Documentation is Crucial

As Pruitt highlighted, lawsuits are becoming more frequent in the property management industry. Whether it’s a tenant claiming injury due to a delayed repair or a contractor disputing a missed payment, having a solid documentation trail is crucial. Without proper records, it’s your word against theirs—and that’s not a position you want to be in.

“The most stressful part of this job is the issues you can’t foresee,” Pruitt explained. “What happens if the roof blows off and someone gets hurt? How do you prove that the maintenance request was handled appropriately?”

The answer is in creating repeatable systems for documenting every interaction, repair, and decision. From emails and maintenance requests to photos and videos, having all the information in one place can protect you from legal disputes.

Property Meld: Your Gold Standard for Maintenance Documentation

For Pruitt, one solution that has dramatically improved his business’s ability to manage maintenance and protect itself legally is Property Meld. Described as the “gold standard” in the industry, Property Meld allows property managers to log every step of the maintenance process—from residents requests to contractor visits and final resolutions.

“Before Property Meld, we had tenants claim that contractors didn’t show up. Without proper tracking, how do you prove them wrong? It was all he-said-she-said,” Pruitt said. “With Property Meld, we now have a clear record of every interaction, making it easier to defend against these types of claims.”

The platform provides open communication between residents, contractors, and property managers, ensuring everyone stays informed. And if a dispute arises, there’s proper documentation that can be accessed at any time.

Avoiding Costly Legal Battles

Pruitt shared a personal story about a tenant who slipped and fell on one of his properties. A well-meaning employee apologized, and that simple statement was used as the foundation for a four-year lawsuit.

“Our employee was just trying to express empathy, but it turned into a lawsuit that dragged on for years,” Pruitt explained. “It all came down to one misstep in communication. If we had better documentation and trained staff on handling these conversations, we could have avoided the whole mess.”

Property Meld helps mitigate this risk by creating a paper trail for every interaction, ensuring that nothing is left to interpretation. With features like automated notifications to owners and tenants, you can rest easy knowing that you’re covered in the event of a dispute.

Leveraging Technology to Stay Ahead

Pruitt emphasized the importance of having a robust tech stack to handle various property management needs. While no single software does everything perfectly, combining the right tools can give property managers the edge they need to stay organized and legally protected. For him, Property Meld, Google Workspace, and LeadSimple were key components of his system.

By combining these tools, Pruitt’s team can ensure that every repair, resident interaction, and legal document is properly logged and accessible, reducing the risk of mistakes and missed details.

Final Thoughts: Stay Proactive, Stay Protected

The property management industry is no stranger to legal risks, but with the right systems in place, you can shield your business from costly lawsuits. As Pruitt mentioned, having a plan and documenting everything is key.

“At the end of the day, if you’re proactive about documentation and communication, you’ll sleep better at night knowing your business is protected,” he said.

For property managers looking to fortify their legal defense, Property Meld offers an easy-to-use platform that tracks every step of the maintenance process, ensuring that you’re covered in case of a dispute. In a world where lawsuits can arise from even the smallest issues, having a system that provides clear, proper documentation can be the difference between a stressful legal battle and a quick resolution.

The post How Proper Documentation Shields Your Property Management Business from Legal Risks appeared first on Property Meld.

Brad Johnson’s Journey and Expertise

Brad Johnson isn’t just another expert in the field; he’s a seasoned professional with firsthand experience running a 1,300-unit single-family property management company. As the CEO of Profit Coach, Brad has dedicated himself to helping entrepreneurs build highly profitable, self-managing companies. While he’s currently navigating life with a growing family (three kids under three, to be exact), Brad’s passion for maintenance is clear: he knows how to turn this aspect of property management into a substantial revenue generator.

Why Maintenance Matters in Property Management

Maintenance often evokes mixed feelings in the industry. Some view it as a profitable opportunity, while others see it as an unavoidable chore. Brad emphasized that property management and maintenance are distinct yet interconnected businesses, each with its unique profitability structures. His goal? To guide property managers from “operational fog” to “operational clarity,” shifting from gut-based decisions to predictable, data-driven outcomes.

Understanding Revenue Per Unit (RPU)

One of the key metrics Brad focused on was Revenue Per Unit (RPU), which encompasses all revenue generated from management fees and ancillary services per unit. This metric plays a crucial role in determining profitability. Data from industry studies showed that RPU has grown significantly, rising from $171 in 2018 to $222 in 2022, with the top 25% of the industry now hitting this benchmark. Brad stressed that even a small increase in RPU could dramatically impact company profits. For instance, a $15 increase in RPU can result in a 100% increase in profits.

The Value vs. Fees Debate

Brad tackled a crucial distinction: value versus fees. While fees are the monetization strategy, value is about delivering desirable outcomes for residents, owners, and vendors. He cautioned against the potential government scrutiny over “junk fees” and stressed the importance of communicating the tangible value that maintenance provides. It’s not just about charging for a service; it’s about demonstrating how that service enhances the property’s performance, tenant satisfaction, and overall investment return.

Choosing the Right Maintenance Structure

Brad outlined three main maintenance structures:

1. Straight Third-Party: Maintenance services are entirely outsourced to third-party vendors.
2. Outsourcing to a Separate Entity: Maintenance is managed through an affiliated entity.
3. In-House Maintenance: The property management company maintains a dedicated team for handling maintenance.

Each structure has its pros and cons, and the right choice depends on factors such as company size, desired control, and growth goals. For companies managing around 400 units or more, transitioning to an in-house maintenance team can be particularly advantageous.

Monetization Strategies for Maximizing Maintenance Profitability 

Brad introduced several monetization strategies, tailored to different maintenance structures. These included:

• Markup on Invoices: Adding a percentage markup to third-party maintenance services.
• Vendor Discount Programs: Leveraging the company’s size to negotiate discounts with vendors, which can then be passed on to owners or used to boost profitability.
• Technician Utilization: Tracking and optimizing how efficiently in-house technicians are deployed.

Brad emphasized that regardless of the structure, the goal is to generate additional revenue while providing value to clients.

Key Metrics to Track for Maintenance Success

To start maximizing maintenance profitability, property managers must keep an eye on specific metrics, including:

• Maintenance Profitability: The benchmark is around 36%, with the top-performing companies hitting 34%.
• Labor Efficiency: Ensuring technicians are utilized effectively is crucial for maximizing profitability.
• Non-Labor Overhead: Keeping overhead expenses in check ensures the maintenance operation remains cost-effective.

These metrics provide the clarity needed to make data-driven decisions and begin maximizing maintenance profitability.

Taking Action: Brad’s Final Recommendations

Brad left the audience with actionable steps to implement these insights:

1. Evaluate Your Current Maintenance Structure: Is it the most profitable model for your company?
2. Leverage Vendor Discount Programs: Use your company’s size to negotiate better deals and create additional revenue streams.
3. Analyze Labor Efficiency: Identify areas for improvement in technician utilization and overhead expenses.

Brad Johnson’s presentation was a wake-up call for property managers to rethink their approach to maintenance. It’s not just a necessary task; it’s a valuable service that, when properly structured and monetized, can significantly boost a company’s bottom line. By focusing on key metrics, choosing the right structure, and communicating value effectively, property management companies can transform maintenance from a cost center into a profit driver.

Interested in learning more about maximizing maintenance profitability? Book a call with our experts to see how Property Meld can help.

The post Maximizing Maintenance Profitability: Insights from Brad Johnson’s Presentation appeared first on Property Meld.

1. The Importance of an Emergency Response Plan

Having a detailed emergency response plan is the foundation to prepare for natural disasters. Joni stressed that this should outline how your business will operate before, during, and after a disaster. The key components include:

• Roles and responsibilities: Clearly define who handles what.
• Communication protocols: Establish how and when to communicate with residents, owners, and vendors.
• Property protection measures: Outline steps for securing properties to prevent damage.
• Training and drills: Regularly train your team on emergency procedures, ensuring everyone knows their role.

Pro tip: Train quarterly and run full drills annually with your entire team to keep everyone sharp.

2. Prioritize Communication During a Crisis

During a natural disaster, effective communication with your investors, residents, and vendors is crucial. Joni highlighted that maintaining investor confidence often comes down to proactive updates. Even if you don’t have immediate answers, providing reassurance can build trust.

• Internal communication: Use platforms like Microsoft Teams or Slack to create storm channels.
• External communication: Utilize emails, texts, phone calls, and personalized video messages to keep owners informed.

3. Protect Your Properties Ahead of Time

Before disaster strikes, secure vacant properties by shutting off utilities and weatherproofing as needed. This may require tough conversations with owners about the necessity of proactive protection, but doing so can save thousands in potential damages.

Key tip: Encourage residents to notify you if they leave the property during a disaster to avoid issues like burst pipes.

4. Manage Emergency Supplies and Equipment

Ensure your team has access to emergency supplies such as portable heaters, generators, and flashlights. Assign someone to monitor inventory and create protocols for replenishing supplies, so you’re not caught off guard when disaster hits.

5. Build Strong Vendor Relationships

Vendors play a critical role in recovery after a disaster. Joni recommends sharing your emergency response plan with them so they understand your expectations. Regularly holding vendor appreciation events can foster loyalty, ensuring they prioritize your properties when disaster strikes.

Pro tip: Provide a copy of your emergency response plan to vendors during onboarding, so they’re aligned with your disaster procedures from the start.

6. Document Everything

Thorough documentation is essential during and after a disaster. This ensures insurance claims are processed smoothly and that repairs are correctly tracked. Designate someone on your team to handle insurance claims from start to finish, so nothing slips through the cracks.

7. Implement a Post-Disaster Recovery Plan

Once the storm has passed, have a plan to restore properties as quickly as possible. Joni emphasizes creating timelines for repairs to minimize income loss for your investors. Being prepared not only mitigates damage but can also turn disaster recovery into a profitable period.

Preparation is key to thriving during natural disasters. Property management companies that take the time to create and train on emergency response plans, build strong vendor relationships, and prioritize communication will not only weather the storm but may even find opportunities for growth. As Joni’s experience shows, proactive measures and the right systems can turn challenges into success stories.

If you’re interested in seeing how Property Meld can help you prepare, communicate, and track weather related maintenance issues, schedule a call with our team. Our superior communication and oversight can help you provide your residents the best experience possible and prepare for future events.

The post How Property Management Companies Can Best Prepare for Natural Disasters appeared first on Property Meld.

Day 1: Setting the Foundation

The summit began with a warm welcome and a pre-conference sunrise hike that brought participants closer together as they took in South Dakota’s stunning scenery. With the formal agenda underway, Property Meld CEO Ray Hespen opened the day by sharing insights on the future of property maintenance and the impact of maintenance benchmarking. Throughout the day, experts delved into topics like building top-tier maintenance teams and using AI to streamline processes.

The evening wrapped up with a keynote dinner and auction, where $12,400 was raised for the Pat Tillman Foundation. Attendees were inspired by speaker David Meltzer, who offered tips on mastering mindset. Live music, dancing, and drinks followed, setting the tone for an incredible summit experience.

Day 2: Diving into Maintenance Solutions

The second day kicked off with morning yoga, promoting balance and wellness before attendees dove into workshops on preventative maintenance and vendor relationships. A standout session, “The Lowdown: Centralized Maintenance in Rental Housing,” led by Dom Beveridge, demonstrated the transformative power of centralizing maintenance operations. Attendees learned how this approach can enhance efficiency, vendor coordination, and resident experiences.

Networking continued in a more relaxed setting with food trucks serving local flavors, providing a chance for professionals to exchange stories and ideas. The evening ended on a fun note with a pub crawl, where participants explored Rapid City’s best spots while building connections.

Beyond the Workshops: The MX Summit Vibe

More than just a learning experience, the 2024 MX Summit was about forming a true sense of community. From morning yoga to casual dining and a lively pub crawl, the event encouraged attendees to create lasting relationships while sharing best practices and success stories that will help drive their businesses forward.

Looking Forward to 2025

As the summit concluded, attendees left with fresh ideas, strategies, and meaningful connections. The excitement for the next chapter is already building, with pre-sale tickets available for the 2025 MX Summit in Rapid City from September 17-19.

Don’t miss out on the chance to be part of this amazing event!

The post 2024 MX Summit Recap: Property Maintenance Insights, Networking, and Innovation appeared first on Property Meld.