Notes

Property Managers: Tips for Improving Your After-Hours Maintenance Hotline
While it is easy to make contact with a property management answering service or live answering services company as well as set up an after-hours maintenance hotline, ensuring that it really works well for you plus your tenants needs a much more effort. Below are some suggestions you'll be able to follow to ensure that you are performing everything you can to obtain the most out of the service and keep your tenants happy.
1. Personalize the service up to possible
The default property management script that the call center provider dons file are certain to get the task done, but it's always preferable to personalize it to suit your business.
For example, the default method in which operators answer the product may be "Thank you for calling, may I help you?" Instead of leaving this the way is, modify it to feature the category of your premises along with the purpose of the fishing line, for example "Thank you for calling Forest Pines Condominiums after-hours maintenance hotline, may I allow you to?" It's a minor change, nonetheless it makes people more comfortable if you know they're calling your dedicated line.
Or, for instance, if the hotline will probably be used for apartments that are all inside the same building and have the same address, make sure operators only request the apartment number. It's annoying having to provide your entire address when all that's needed is the amount. This goes for properties inside the same City and State, at the same time. No need to seek advice that you just know the answer to.
2. Clearly communicate to tenants what constitutes an emergency
Your tenants should know about precisely what is considered an unexpected emergency through your company and what isn't. Unfortunately, property managers often give criteria with their answering services company however, not tenants, resulting in a lot of heated conversations. Instead of just giving your tenants a number to call after office hours, provide them with exactly the same listing of emergencies that you give your call center and inform them after that lead to an after-hours maintenance visit and after that hold for the office.
Alternatively, you are able to scrap the list of emergencies altogether, instead depending on a question that asks the tenant whether they feel their situation is urgent as well as attention before regular office hours. The potential for abuse here's obvious, but it is definitely a far more customer friendly approach.
Ultimately, only it is possible to decide what exactly is perfect 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 on the after-hours service whenever you want may also be too alluring to pass through up. If you're gonna leave any office or stop taking calls during your regular business hours, be sure that your particular call center is prepared to handle the different forms of calls that they will likely be receiving. It's harmful to business to make callers into a live answering services company that can't do just about anything on their behalf and it has no more knowledge about what's going on within the office. By contacting your live answering services company and telling them what your schedule is then when you will be out, they've got more information to supply callers and turn into more confident handling your calls. In addition, the scripting and instructions they follow should be right 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 inform a caller having a non-urgent concern to call back the next day, it's ineffective and confusing to get told that at 1 in the afternoon with a Thursday. Call centers can readily build variable scripting, so make certain that you simply keep these things do so. "The office is going to lunch currently, but I can ask a person to return your call when they reunite this afternoon" is much more appropriate.
4. Take advantage of the additional services, functionality, and technology that the call center has available
Today's telemarketing companies will be more advanced compared to the simple message taking services that came before them. Sometimes just having richmond property management companies and delivering it properly is all that is required, nevertheless, you will want to look in the additional features and technology that your particular answering services company has available in order to find out if there's more they could be doing for you. If so, there's a pretty good chance the extra service will help the effectiveness of one's answering services company and increase the degree of customer support they're able to supply.
Examples more services include payment processing, scheduling showings in your stead, 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 services make sense for you personally often be determined by your size as well as the investment required to possess the technology configured. When deciding if you should spend the additional money, make sure to factor inside the time it will take one to perform certain tasks, perhaps the changes will reduce or raise your payment (by increasing or reducing call times), and whether having a much more advanced call center will allow you to decrease vacancies and improve the relationship you have with existing tenants.
I hope the following tips build your live answering services company experiences more prosperous. If you're working with a reputable answering services company and perhaps they are doing everything they're able to on their end, following this list needs to be all you need to result in the relationship successful.
If you've any feedback on employing an answering service /answering services company with your property management operation, I'd like to know what you think. Whether your relationship was successful or possibly a complete disaster, I always find it advantageous to schedule an appointment people and learn more about what's working and what isn't.
My Website: http://www.masonre.com.au/