Notes

Property Managers: Tips for Improving Your After-Hours Maintenance Hotline
While it is simple to speak to a property management answering service or call center as well as set up an after-hours maintenance hotline, ensuring that it really works well to suit your needs plus your tenants needs a little more effort. Below are many ways it is possible to follow to ensure that you do everything you'll be able to to obtain the most out of the service whilst your tenants happy.
1. you can try here as much as possible
The default property management script your answering services company provider dons file can get the task done, but it is always better to personalize it to fit your business.
For example, the default method in which operators answer the phone could possibly be "Thank you for calling, may I allow you to?" Instead of leaving this the actual way it is, modify it to include the your premises along with the function of the line, including "Thank you for calling Forest Pines Condominiums after-hours maintenance hotline, may I allow you to?" It's a minor change, but it makes people convenient knowing that they're calling your dedicated line.
Or, as an example, if your hotline will likely be employed for apartments that are all in the same building and possess the same address, make sure operators only request the apartment number. It's annoying needing to provide all of your address when all that is needed the telephone number. This goes for properties inside the same City and State, also. No need to find out that you already know the answer to.
2. Clearly communicate to tenants what constitutes an unexpected emergency
Your tenants ought to know what exactly is considered an urgent situation because of your company and what isn't. Unfortunately, property managers often give criteria to their live answering services company however, not tenants, causing a large amount of heated conversations. Instead of just giving your tenants various to call after office hours, give them the same listing of emergencies that you simply give your call center and make sure they know after that result in an after-hours maintenance visit and what is going to hold for the office.
Alternatively, you'll be able to scrap the list of emergencies altogether, instead counting on a matter that asks the tenant whether they feel their situation is urgent as well as attention before regular office hours. The potential for abuse here is obvious, but it's definitely a far more customer friendly approach.
Ultimately, only you'll be able to decide what's best for your circumstances, but either approach will work well if most people are properly educated.
3. Stick to your office hours or prepare your live answering services company to field additional kinds of calls
Understandably, obtaining the power to forward your lines for the after-hours service anytime may also be too alluring to pass through up. If you're likely to leave work or stop taking calls on your regular business hours, be sure that your live answering services company is prepared to handle the different kinds of calls that they is going to be receiving. It's bad for business to force callers in a answering services company that can't do anything whatsoever for them and contains no information regarding what is happening in the office. By talking with your answering services company and telling them what your schedule is when you may be out, they'll have more information to supply callers and become more confident handling your calls. In addition, the scripting and instructions they follow should be suitable for kind of calls they're taking and what they are telling callers.
As an example, while it's perfectly acceptable after-hours to share with a caller using a non-urgent concern to call back the subsequent working day, it's ineffective and confusing to be told that at 1 inside the afternoon over a Thursday. Call centers can readily create variable scripting, so make sure which you have them accomplish that. "The office is out to lunch currently, but I can ask you to definitely return your call whenever they return this afternoon" is much more appropriate.
4. Take advantage of the excess services, functionality, and technology your call center has available
Today's telemarketer firms tend to be more advanced than the simple message taking services that came before them. Sometimes just choosing a message and delivering it properly is all that you need, however you may need to look in to the additional features and technology that your particular answering services company has for sale in order to find out if there's more they are often doing for you. If so, you will find there's pretty good possibility the extra service will enhance the effectiveness of your respective answering services company and improve the amount of customer service they're able to deliver.
Examples of additional services include payment processing, scheduling showings for your benefit, and integrating along with your CRM or database in order to look-up tenant information easier and automatically create work tickets in your system. Whether these facilities sound right for you personally often depend upon your size and also the investment had to hold the technology configured. When deciding if you should spend the excess money, be sure to factor in the time it will take that you perform certain tasks, whether the changes will reduce or improve your payment (by increasing or reducing call times), and whether having an even more advanced answering services company will enable you to decrease vacancies and improve the relationship you've with existing tenants.
I hope these guidelines you could make your answering services company experiences more prosperous. If you're working which has a reputable live answering services company and they are generally doing everything they can on his or her end, next list needs to be all you have to make relationship a hit.
If you've got any feedback on using an answering service /answering services company with your property management operation, I'd want to read your comments. Whether your relationship was a success or a complete disaster, I always believe it is advantageous to speak with people and find out about what's working and what isn't.
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