Problem:
A leading, independently owned property and hospitality management company that owns and operates dozens of hotels and commercial office properties had been using a couple of different elevator service providers across their properties. Their frustration grew as they recognized their providers weren’t performing the agreed upon maintenance within their contracts and they were also charging them extra for repairs as a result. When elevators in hotels and commercial real estate go out, it led to a spike in customer complaints, it pulls employees away from other responsibilities to address frustrated customers and it negatively impacts their brands and reputations. Not only did it cost them unproductive time, it also forced them to issue refunds to dissatisfied customers, affecting their profitability.
Solution:
Going from property to property, Midwest Elevator put our bench strength to work to restore the operating condition of their elevators. From hotel to hotel and property to property, we were able to bring their more than 100 elevators into normal operating condition within the first year. We conducted monthly and quarterly meetings with their Facilities Managers to provide updates on restoration progress, callback reductions, repair management and inspection results.
Results:
Within the first year, Midwest Elevator reduced the number of callbacks by over 50% and have continued that progress in each successive year, bringing the number of calls to under 0.4 call/unit/month, exceeding industry standards. Not only did the improvement in elevator performance help streamline their operations, it greatly reduced the number of refunds given and improved the online reviews they were receiving from their guests and tenants. As their elevators are now working to expectations, Midwest Elevator is now working with the client team to assess modernization plans based on the age and condition of their equipment.