You live in a competitive world, and if your property management company is going to grow, you should take advantage of all opportunities to boost customer service. Selling or purchasing a home or property involves a huge commitment, and it is a defining moment for many. When choosing a realtor, clients want the most qualified. The selection process starts with a phone call. How you greet potential clients when they call you makes the difference between closing business with you or reaching your competitor. Also, about 67% of clients hang up their phones frustrated because they cannot speak with a live person. That is where property management answering services come in handy. Read on to learn why the service is paramount to your business.
Improved Customer Experience Through Good Customer Care
It might be no surprise that most customers are already stressed when contacting you and might become angry during the interaction. Most client frustration stems from waiting long to be attended to or repeating themselves.
Anger can be scary, but it can be easier to handle when you know its origin. For instance, experienced call answering service providers benefit from understanding the client is angry about the situation that led to their interaction instead of the interaction. An expert focused on the best customer experience will ultimately offer the best customer service.
Please remember that clients love talking. They will share their bad experiences, good experiences, and anything in between. Also, customers love listening. Most people trust social media responses or reviews from other clients more than they can trust your property management company marketing. Offering outstanding customer care services, especially when it comes to social media, is a massive boon to your marketing efforts.
Although 50% of clients do not share their bad experiences on social media, 72% will talk about them in person. The numbers are likely to get higher, especially when considering how clients speak socially about their bad experiences.
Rent Reminder Solutions
Being a landlord is lucrative. Owning an asset is an excellent investment, and collecting rent monthly can be an easy method to earn a living. While that is true, you are obligated to ensure that rent notices are sent regularly, and late rent is collected timely. Otherwise, you will not make additional money and take care of the asset's regular operating costs.
By using rent reminder services, you can ease the burden monthly. Your call answering service provider can begin by using a friendly text reminder reminding the tenants that their rent is due. All you require is providing the provider with a list of your tenants.
Working With a Round-the-Clock Property Management Service Provider Means You Have the Required Administrative Support
As far as keeping vacancies at your facility at a minimum, it begins with ensuring the existing tenants are satisfied with the leases. Maintaining leasing terms and making renewals depends on the tenant's satisfaction with your staff. A responsive and friendly property management call answering agent who picks calls can take care of your tenants whenever your phone rings.
Calls from prospective clients are also important. You have vacancies to fill, and a missed phone call could mean a missed chance to close business. With your property management call answering agent, you will never miss any inquiry from a potential tenant. The agent can answer all questions about the property, the application process, and anything you want them to communicate to your callers.
Additionally, keeping in touch with contractors and maintenance employees is essential. Your call agent will keep tabs on projects around your asset and ensure communication lines are free for employees' concerns and questions. Even when you take time off, the agency will be ready to take your messages and deliver them as required.
Your Property Management Answering Service Can Help in Addressing Your Maintenance Issue
Generally, property maintenance issues are either routine or emergency. Understanding the difference between the two depends on your interpretation. That is why you should communicate the criteria for maintenance issues evaluation to the call agent. For instance, a broken tap in a studio apartment can be an emergency. On the other hand, a broken faucet in a three-bedroom apartment is an inconvenience whose repair can wait until the following day.
After you determine what maintenance issue constitutes a routine and emergency, your call answering agency can apply the criteria and take the most suitable action. For an emergency call, they can call the maintenance provider to make repair arrangements. When it comes to a routine maintenance issue, they may take the necessary information from the tenant and deliver the message to you to address it the following day.
When the property management answering service provides the appropriate degree of attention to maintenance issues, they send a message to your tenants that you care and your assistance is available irrespective of the time of their call.
Helps You Reduce Interruptions Hence Increasing Your Productivity and Meeting Your Tenants' Expectations
As a property manager, you wear many hats, from maintenance and repair coordinator to rent collector and the listening ear to sales and marketing coordinator. However, these demands do not arrive in an orderly manner. Instead, they pile up on each other.
You can have a meeting and your phone rings. You pick the call, answer your tenant's questions and return to your meeting. However, the focus has gone. Constant interruptions kill efficiency, wastes time, and you cannot concentrate on the assignment at hand.
When refocusing from the task to answer your call, there is a possibility you can mismanage the phone call because your thoughts are on another project or resuming the assignment is delayed while you focus on your call. Having a call agent helps you continue taking calls without constant interruption to you, your staff, and business productivity.
After-Hours Call Answering Services
Managing your daily business operations can be complicated and overwhelming. To meet your tenants' expectations and stay competitive, you need a point of contact outside your regular working hours and when you have gone on vacation or to lunch. Having an after-hour answering service takes care of your lines when you are not in your office, and you do not have to miss another call.
Imagine the confidence and trust your clients will have in you assured that they can get you at any time. If you are unavailable, you leave it to chance that potential tenants and clients will not wait for business hours. Instead, they will reach your competitors. After-hours call answering service is an excellent customer care support whenever clients call so they will not contemplate calling somebody else hence no missed opportunity.
Saves You Money
While your business expense report might not have a line for the number of hours spent, there are costs to being available to pick calls. The expense is more than the financial cost. It can also be challenging to define the variable cost to the property management firm.
Many after-hours property management answering services are priced monthly, transforming variable hours into a fixed cost. Your balance sheet will reflect the costs of picking calls all day and offer the experience your clients crave.
Moreover, answering services will likely boost productivity, affecting the bottom line.
Increases Your Productivity
Your money, customer satisfaction, and time are essential, but a lot is taken away from using a call answering service.
Spending time away from the company is healthy. You might put everything you have into the company, but you require balance. Since the time spent away from your work is therapeutic, working fewer hours increases your productivity.
Without answering calls, you can pay attention to your skills and expertise that are your company's foundation.
Improved Observance of Appointments
After-hours property management answering services can immensely improve your business appointments. Several things can occur between the time a client makes their initial appointment and the actual date. By ensuring your property management firm is available round-the-clock, tenants have the peace of mind to communicate all changes in their schedule. If you also want to reschedule appointments with your clients, your call answering service provider can make the phone calls on your behalf.
Your service provider can also manage your tenants' calls in emergencies and direct them to a suitable department.
Your Business Benefits from Bilingual Property Management Answering Services
Communication is the foundation of outstanding customer care service. While it is essential to have the appropriate training and tools to meet your customer expectations, that does not matter if you cannot meet mutual understanding. Dedication to providing stellar customer service and separating your business from the competition means using bilingual services. Every year, the property management industry grows more extensive and more diverse. When you stick only to English, you stand a chance of alienating a significant market share by failing to meet your clients where they are at.
Below are the advantages of using bilingual receptionists:
Reduce Communication Barriers
The bilingual receptionist helps you communicate thoroughly and clearly with your callers. They can get on the same page as your foreign language callers, address their concerns, and answer clarification questions professionally. As a result, your staff can have more time to work on their to-do list, which is a win-win situation for all persons.
While your business might have a website with your organization's procedures and policies in English, it can be challenging for non-English-speakers to comprehend the specifics. The receptionist acts as your business' voice, informing and educating callers about the company.
Builds Client Loyalty
Most people prefer communicating in their native language. Even persons with English skills might be agitated by a company's absence of bilingual customer support. Also, people remember polite and professional services extended to them in their language, creating brand loyalty.
Customer loyalty is contagious. Since bilingual property management answering service is not common, your callers might refer their loved ones to your company.
The bilingual approach allows you to reach a more significant demographic across the globe. You cannot afford to miss the opportunity of hearing from people willing to do business with you.
Sets You Apart from Your Competition
It might be challenging to remain competitive these days. With globalization, property management companies no longer compete for local tenants and clients. Thanks to e-commerce popularity. As far as doing business beyond your area, it would help if you interacted with international clients. A bilingual call answering agent is your solution.
You do not obtain a second opportunity to make the first impression. As far as winning new clients is concerned, you have to provide them with the products, services, and experiences they require.
There is no better way to get an edge on your competition than by providing bilingual services. You will boost engagement with the existing customers, making them feel understood and connected. Consequently, increasing your word-of-mouth referrals.
A Call Agent Collects Information for You
The odds are that you spend a lot of time on the phone gathering information from your callers. While the task is incredibly essential for business growth, it might be tedious and time-consuming. Your experienced phone call answering agent can save you time by submitting gathered data to your customer relationship management system to save for future use. The agent can harness prospective tenant names, addresses, contact information, call notes, and other client-centric information for relationship nurturing and lead building.
Contact a Competent Property Management Answering Service Provider Near Me
Property management companies offer property owners, tenants, and landlords essential services. Your company plays a crucial role in rent collection, maintaining safe spaces to reside in, and filling vacancies by handling daily operations. Ensuring your tenants are satisfied when challenges arise can be your most significant problem since the tenants are your neighbors, tenants, source of income, and referrals. Management cannot prevent all the issues, but excellent communication with your tenant can. You require experienced live-voice customer care from the industry's finest. You need Best Call Center. For more information on how our property management answering services can help you, please contact us now at 800-385-4656.