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Property Managers: Tips for Improving Your After-Hours Maintenance Hotline
While it is all to easy to contact a property management answering service or call center and set up an after-hours maintenance hotline, ensuring it truely does work well to suit your needs plus your tenants takes a much more effort. Below are some tips you'll be able to follow to make sure you are doing everything it is possible to to have the most out of the service whilst your tenants happy.
1. property management clifton hill that your live answering services company provider sports file is certain to get the task done, however it is always safer to personalize it to fit your business.
For example, the default method that operators answer the telephone could be "Thank you for calling, may I allow you to?" Instead of leaving this the way is, modify it to incorporate the category of your premises as well as the intent behind the line, such as "Thank you for calling Forest Pines Condominiums after-hours maintenance hotline, may I help you?" It's a minor change, however it makes people more at ease knowing that they're calling your dedicated line.
Or, for instance, if the hotline will probably be useful for apartments which can be all inside the same building and also have the same address, make certain operators only request the apartment number. It's annoying being forced to provide your entire address when all that is needed the number. This goes for properties within the same City and State, also. No need to seek advice that you just already know what is anxiety.
2. Clearly communicate to tenants what constitutes a crisis
Your tenants ought to know precisely what is considered an unexpected emergency through your company and what isn't. Unfortunately, property managers often give criteria on their answering services company however, not tenants, producing a lots of heated conversations. Instead of just giving your tenants various to call after office hours, provide them with the identical listing of emergencies that you just give your call center and inform them what is going to lead to an after-hours maintenance visit and what's going to hold for your office.
Alternatively, you'll be able to scrap the set of emergencies altogether, instead counting on a question that asks the tenant if they feel their situation is urgent and needs attention before regular office hours. The potential for abuse here's obvious, however it is definitely a much more customer friendly approach.
Ultimately, only you'll be able to decide what is perfect for your position, 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, having the capacity to forward your lines towards the after-hours service anytime is oftentimes too alluring to pass up. If you're likely to leave any office or stop taking calls in your regular business hours, be sure that your particular answering services company is prepared to handle the different types of calls that they will be receiving. It's harmful to business to push callers in to a answering services company that can't a single thing for the kids and contains no more knowledge about what are you doing inside office. By talking with your answering services company and telling them what your schedule is when you will end up out, they're going to have more details to provide callers and become more confident handling your calls. In addition, the scripting and instructions they follow ought to be appropriate for kind of calls they're taking and what they are telling callers.
As a good example, while it's perfectly acceptable after-hours to share with a caller having a non-urgent concern to call back another business day, it's ineffective and confusing to be told that at 1 in the afternoon over a Thursday. Call centers can readily build variable scripting, so make sure that you just ask them to do so. "The office has gone out to lunch currently, but I can ask anyone to return your call when they return this afternoon" is a lot more appropriate.
4. Take advantage of the extra services, functionality, and technology that the live answering services company has available
Today's call centers will 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 need to look in to the functions and technology that your particular answering services company has available in order to discover if there's more they might be doing in your case. If so, there exists a good possibility the additional service will enhance the effectiveness of your live answering services company and increase the degree of customer satisfaction they're able to offer.
Examples of additional services include payment processing, scheduling showings on your behalf, and integrating together with your CRM or database to be able to look-up tenant information easier and automatically create work tickets in your body. Whether these facilities seem sensible in your case often depend upon your size as well as the investment required to contain the technology configured. When deciding whether or not to spend the additional money, make sure you factor in the time it requires you to perform certain tasks, whether or not the changes will reduce or increase your statement (by increasing or reducing call times), and whether having a far more advanced answering services company will enable you to decrease vacancies and help the relationship you've got with existing tenants.
I hope these pointers help make your live answering services company experiences more prosperous. If you're working using a reputable live answering services company and they are generally doing everything they are able to on their own end, after this list should be all you need to result in the relationship a success.
If you've got any feedback on utilizing an answering service /live answering services company with your house management operation, I'd wish to hear from you. Whether your relationship was successful or a complete disaster, I always believe it is advantageous to talk with people and find out about what exactly is working and what isn't.
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