Any tenant contact that pulls you or your team away from what you were doing. Phone call, text, walk-in, email, portal message — if it required a response, log it.

• Pick the source (how they reached you)
• Pick the category (what it was about)
• Estimate time spent — include back-and-forth
• Mark resolved or still open
• Add a note if something is worth remembering

Right after it happens — takes 10 seconds. Do not wait until end of day. Details get lost and estimates go low.

Five days of honest logging gives you a real number — not a gut feeling. That number is the baseline everything else is measured against. Guess wrong, you fix the wrong thing.