“We got this great feedback that everything was perfect, but when we visited the sites, the iPads were still in the boxes.” - John Birkhofer, Director, Service Transformation, Greystar
In this fireside chat, Greystar’s John Birkhofer and HappyCo’s Christina Fox turned up the heat, sharing the disconnect between initial enthusiasm and actual technology adoption in maintenance teams.
“Maintenance people will never tell you no,” John shared. “They’ll just go ‘this is economic’... and then when you go to the site, the tools aren’t being used.”
“We’ve all watched companies go through this process,” Christina added. “Do you go for your bleeding-edge tech adopters or your low performers to see how much this actually improves in an extreme situation?”
What unfolded is a thought-provoking journey through the ebbs and flows of technology adoption–equipping you with the strategies that are sure to yield tangible results.
The Trust Equation: Why It Matters More Than Your Tech Stack
“You have to establish trust with teams, and you have to let them know that they can give that feedback,” John emphasized. “All feedback is actually good feedback if it’s informed feedback.”
Here are some simple, yet very powerful steps for implementing this:
1. Get Comfortable Being Uncomfortable
Approach teams with humility. As John said, “I’m not special... I don’t have the answers.” Showing vulnerability to get genuine feedback will prove that you’ll actually use their input.
2. Choose Strategic First Adopters
“My best-performing managers might be the hardest parts to change,” mentioned John. Skip the high-performers and, instead, seek out willing participants who’ll provide honest feedback.
3. Redefine Efficiency for Your Teams
“Efficiency does not mean cutting tasks or workforce. It means taking what you have, the time that you have, and using it better,” John stated, reinforcing the need to eliminate tedious tasks: “Nobody likes filling out a work order.”
4. Motivation That Works Every Time
What truly motivates tech adoption? Simple: show people “what’s in it for them.” For maintenance teams, it’s rarely about metrics. It’s about:
- Having more time for meaningful work
- Gaining recognition for skill
- Building career advancement pathways
- Feeling connected to the mission
The Bottom Line: Prioritize the Human Element
Start by asking: “What does success look like for the people who’ll actually use this technology?” Then, build around their answer, not your feature wishlist.
“When you’re truly concerned with the human element,” John concluded, “you’re going to get success because you are consistently asking them, following up with them. You’re showing you are invested.”
And that, our friends, is one heck of a mic-drop moment. Now, it’s time for you to implement it.
