We talked to Kyle from SGI Property Management, and asked him what differences he saw at SGI’s office when they found a more efficient system for handling leasing.
Q:What was it like when you did your leasing process completely in-house?
A: It was hectic. We had a fair amount of staff and a fair amount of turnover.
75% of our calls pertained to leasing, and it was taking hours away from the time that people could be spending on more productive things. It was something that needed to be changed, so a solution was welcomed.
Q:What is the biggest difference you’ve noticed since you’ve outsourced?
A: TIME. We receive only 25% of the phone calls we used to, we went from three staff members handling phone calls to one. We’ve re-purposed those other two into roles that needed to be filled, and that made our office function better. Often the calls that were coming in only required an easy answer, yet it was still a distraction from important projects the staff was working on.
Q: What would you say to an owner that was considering outsourcing this?
A: Personally, the biggest concern that I had was the feedback that we were going to get from the people who spoke to the team we were outsourcing to. Turns out the feedback was even better than when we were having our own crew answer the calls. It’s something that has changed the whole dynamic in the office. It’s given us more time, and literally helped morale.