Residents call their property manager when faced with a problem. It might be a leak, a lockout, a noisy neighbor, or a question about rent. This phone exchange shapes a resident’s impression of your property management company and because problems don’t always happen during business hours, being available when residents need help is essential. Resident calls tend to be stressful, time sensitive, personal and/or outside regular business hours. In these situations residents need to know that someone has heard their concern and that steps are being taken to address it. Voicemail may not give the resident the reassurance needed.
Four Calls That Shape Resident Experience
Maintenance Requests
When a resident reports a maintenance issue, they want to know their request has been received and next steps. Collecting the correct information, including unit number, description of issue, and a callback number, helps your team follow up promptly.
After Hours Issues
An after hours call is an opportunity to show residents they can reach someone at any time whenever they need help. Even if the issue is unable to be resolved immediately, it is important that the call is answered, details are collected and next steps are communicated to the resident.
Leasing and Move In Questions
Prospective residents often contact multiple properties prior to deciding where to live. A helpful response, clear information, and easy to schedule tours can make your property stand out from the competition.
Rent and Account Questions
Questions regarding payments, balances, or account details may seem routine, however the way they are handled still matters. A friendly, clear response can resolve simple concerns before they become a larger issue.
What Residents Expect From a Phone Call
When residents call they expect their concern to be heard and taken seriously and know that there are clear next steps in place. They do not want to have to call back repeatedly to get their issue resolved. A good phone experience must have clear communication, accurate information gathering, and set clear and reasonable expectations.
How to Evaluate Your Properties Phone Experience
- Test Your After Hours Coverage. Call your office line after hours at different times to assess how calls are answered and handled. Is someone available to answer questions, or does the call go to voicemail?
- Review details collected. When a message is taken, does it include: unit number, the issue, and a reliable callback number?
- Check follow up times. How quickly does your team respond to messages, and are urgent concerns handled according to your procedures?
- Listen to Your Greeting. Does it sound welcoming and professional, and does it reflect your company image?
- Review next steps. Do residents know what to expect after they report a problem?
If there are any gaps, improving your phone process may help create a more consistent and positive experience for your residents.
Give Residents a Reliable Point of Contact
At Southern Voices Inc., live agents answer calls 24/7, including weekends and holidays. Our team has extensive experience supporting property management clients and uses customized greetings and procedures to reflect your company’s standards. With Southern Voices Inc., your residents will always reach a real person and your team will receive clear communication to help with follow up.
To learn more about answering service options for your property, visit southernvoices.com or call 800-677-7406.
- Urgent Your on-call tech, reached now Live phone patch, a call to their cell, or a secure text
- Maintenance Maintenance request logged Your on-call technician or vendor gets the details
- Leasing prospect Prospect captured Your qualifying questions asked, then sent to you right away
- Question Question answered From the information and FAQs you give us
Frequently asked questions
How can a property management answering service improve resident experience?
A property management answering service gives residents a reliable way to reach someone when the office is busy or closed. Instead of leaving a voicemail and waiting for a callback, residents can call and speak to a live agent every time. This helps property managers keep track of resident concerns and follow up efficiently.
What types of calls should a property management answering service handle?
An answering service can take calls about maintenance requests, lockouts, leasing inquiries, rent and account questions, noise complaints, and other property related concerns. The exact responsibilities are dependent on the instructions provided by the property management company. Clear guidelines help agents collect the right information and direct messages to the appropriate team member.
How should property managers handle maintenance calls that come in after hours?
Property managers should establish procedures for documenting maintenance requests and determining which calls require urgent attention. These procedures should explain what information to collect, who to contact, and how to handle different situations. An answering service can follow those instructions, helping ensure calls are documented and routed according to the property’s policies.
Can an answering service distinguish between routine maintenance requests and emergency issues?
An answering service will follow your company’s customized procedures and guidelines to identify calls that may require immediate attention. Property managers should provide clear escalation instructions, emergency contact information, and criteria for when designated personnel should be notified.
Will using an answering service mean residents receive less personal attention?
No. With customized greetings and call handling instructions, an answering service can act as an extension of your company. An answering service can represent your property management company in a consistent and professional manner. Agents can collect relevant information and communicate according to your procedures, allowing your in-house team to focus on resolving the issue.
