Every maintenance team is feeling the pressures of the staffing crisis. Turnover is up, and experienced technicians are scarce. Many property management organizations are solving the same problem: onboarding and training inexperienced techs as quickly as possible.
We recently sat down with Lourdes Ayala, National Learning Manager at Willow Bridge Property Company, to unpack how they tackled this challenge. Ayala has spent 25 years in property management leadership, operations, and development, following a career in the U.S. Marine Corps. She leads training across Willow Bridge’s 75 markets, with maintenance teams servicing over 220,000 units.
In our recent webinar, Ayala shared how Willow Bridge overhauled its training program with outcomes including faster readiness, lower turnover, and fewer callbacks.
Here are the five strategies that guided their training transformation.
1. Build a Standardized Learning Approach From Day One
When the labor market tightened a few years ago, Willow Bridge didn’t wait for experienced technicians to walk through the door. They shifted their approach. Instead of hoping new hires arrived with the right skills, they built a structured system to develop those skills from scratch.
“There’s urgency to onboard and retain new team members faster than ever. We’ve responded by building a strong learning foundation, recognizing existing skills and accelerating growth through structured, blended learning rather than leaving it to chance,” said Ayala.
Willow Bridge uses Interplay Learning’s assessments to identify a new hire’s strengths and skill gaps. Employees then access targeted learning plans and can self-enroll in additional training. This approach delivers consistent foundational knowledge across every location and every hire.
2. Replace Shadowing with Scalable Blended Learning
In the past, Willow Bridge relied on informal shadowing for training, but when senior technicians were running from work order to work order, this became difficult. This also meant training quality varied by mentor.
“Shadowing only works when you have the right mentors with the right capacity,” explained Ayala. “We shifted to a blended approach: virtual simulations, role-based learning plans, and instructor-led training.”
Virtual simulations and on-demand training now provide a consistent foundation regardless of mentor availability and training style, while instructor-led sessions reinforce real-world learning.
Willow Bridge incorporated 3D simulations from Interplay Learning, giving learners access to practice in a safe, controlled environment before trying a new skill on equipment in a unit.
“With simulations, learners gain low-risk, hands-on practice and build confidence before working on real equipment,” said Ayala.
3. Reinforce Learning with Consistent Practice
One of the training approaches Ayala took from her time in the Marine Corps was an emphasis on repetition and discipline.
“At Willow Bridge, we focus on practice, feedback, and continuous improvement. If something isn’t done correctly, we repeat it until it is. That discipline translates directly into training and development, where our process includes guided instruction, reduced guidance, and then independent practice. That repetition builds comfort and translates well to real-world tasks.”
Since the full range of real equipment isn’t always available for training, Willow Bridge supplements with Interplay Learning’s 3D simulations, offering unlimited practice 24/7.
4. Structure the First 90 Days Around Confidence
The first 90 days are the highest-risk period for performance and retention. Willow Bridge’s framework breaks that window into three intentional phases, each building on the last. The goal of onboarding is to get new technicians up to speed without sacrificing quality.
Here’s how Willow Bridge handles their 30-60-90 onboarding plan:
- 30 days: Focus on foundational knowledge, safety protocols, and understanding the community and its expectations.
- 60 days: Transition to guided independence and applying skills with decreasing supervision.
- 90 days: Reach full job scope, consistency, and alignment with company values.
Along the way, Willow Bridge schedules regular check-ins with trainees to answer questions and keep them on track.
“By 90 days, they’re not just completing tasks. They understand expectations and company values,” said Ayala.
5. Focus on Career Pathways for Better Retention
Losing an experienced tech is a big blow. One of the most effective tools Willow Bridge uses to retain techs is transparency about career progression. Employees can see exactly where they are in the pathway, with no guesswork.
“Transparency is key. We tie competencies to milestones and clearly map career progression,” said Ayala. “Employees can see where they are and what’s required to advance.”
Techs also have elective training options, giving employees control over their development and, over time, advancement.
The Results: How Willow Bridge’s Approach Impacted Outcomes
Since implementing these changes, Willow Bridge has seen measurable outcomes, including:
- Employee turnover reduced by more than 2% in the first six to 12 months
- Faster onboarding and readiness across locations
- Fewer callbacks on work orders
- Higher employee engagement
- Higher participation rates in self-directed learning.
Want to hear the full conversation with Lourdes Ayala and Interplay Learning’s Sandra Draude? Watch the full Hire to High Performer webinar on demand for free.
