Preferred vendor lists work best when they’re “alive”… updated weekly with data such as speed-to-accept, chat response times, and time-to-schedule. Layer that with transparent resident communication and a feedback loop with coordinators, and you’ll drive faster repairs, higher satisfaction, and better costs. In the latest issue of the Vendor Volume, we shared how Jake Rose, Vendor Operations Manager at Atlas Real Estate, talks about vendor efficiency. One thing is clear: the best operators don’t just collect data… they live by it.

Jake’s approach blends weekly tracking, human context, and open communication between vendors, maintenance coordinators, and residents. Here’s how to translate that mindset into action.

Start Small, Track Weekly

Quarterly reviews won’t cut it anymore. The story of a vendor’s performance changes week to week, and so should your visibility. Build a habit of checking these metrics every week.

• Response Time: How quickly a vendor accepts new work.

• Chats per Work Order (we call them Melds): Active communication keeps jobs moving.

• Completion Speed (Speed of Repair): Faster resolutions = happier residents.

• Resident Satisfaction: Look for consistent patterns, not one-off frustrations.

• Median Invoice Amount by Category: Benchmark pricing for fairness and consistency.

But data is just the starting point, context gives it power.

Pair the numbers with real feedback

Raw metrics only tell part of the story. Pair your numbers with what residents and coordinators are saying to uncover why something’s happening.

For example:

• If a vendor’s completion speed drops but their chat engagement stays high, the delay might be a resident scheduling issue… not a vendor performance problem.

• If satisfaction dips after an estimate, check your communication flow. Are residents aware it’s awaiting approval?

This is an example of how data becomes empathy in action.

Keep your “preferred” list alive, not laminated

Jake updates Atlas’s preferred vendor list weekly, not quarterly or yearly. That rhythm keeps the list honest, transparent, and motivating.

Here’s how your property management company can do the same:

• Rebalance work share if time-to-schedule rises (you may be overloading top performers).

• Promote vendors who consistently hit their metrics and maintain clear communication. Promote after about 90 days of world-class metrics for new vendors.

• Coach before cutting. If issues arise, open the conversation before removing them.

• Reward reliability. A quick thank-you call or shared lunch goes further than a spreadsheet note.

• Use automation. Utilizing tools, like Property Meld, can suggest top performers automatically, enhancing efficiency and empowering your team.

When data drives your decisions and vendors trust the process, accountability becomes the partnership.

“The marriage of vendors and operators who care about each other’s success is not built over night and much like an actual marriage, sometimes one side needs to pull extra weight so the other can achieve. The back and forth becomes natural when both sides care about each other,” Rose shared.

Don’t let resident satisfaction get misread

As Jake reminded us, most one-star reviews stem from miscommunication, not bad work. In fact, he shared some interesting points on what they see:

• Roughly a quarter of low scores may reflect true vendor issues.

• Most others are communication gaps, such as internal details that the resident was unaware of.

Close the loop with two simple moves:

1. Status transparency during estimates
   If a job requires pricing approval, ensure your team is alerting residents that it’s awaiting an estimate/approval.

2. Guide residents on reviews and revisions
   For example, if a work order is completed, residents should receive a prompt to rate the service your vendors provided by your vendors. Invite residents to adjust their reviews if they didn’t relate to the vendor themselves. For more on improving satisfaction with communication, see this post: Enhancing Resident Satisfaction with Resident Communication Software.

When residents feel heard, satisfaction rises, and that ripple extends beyond the work order.

When it is time to find new, quality vendors

After reviewing your vendor network’s health, and you know it’s time to take action,  pull current vendor performance and cost data to surface real choices:

• Benchmark by market and trade by using technology tools like Insights/Insights Pro.

• Source top-quality vendors in your area by using leading vendor networks, like Vendor Nexus

These steps helped Jake make decisions with health scores, average costs, and satisfaction signals, which sparked a productive discussion rather than a stall.

The bottom line

The best maintenance teams do read between the numbers, but they start with the right numbers, reviewed on a cadence, interpreted with empathy, and operationalized through tools that make good decisions effortless.

If this information was helpful and want more information around vendor management and efficiency, make sure to subscribe to the Vendor Volume so you don’t miss the next issue.