For property managers, the job doesn't end when the clock strikes 5. Instead, your well-structured day can quickly unravel with unexpected emergencies. Calls regarding broken pipes, gas leaks, clogged drains, and leaky roofs can come at any time, disrupting your nights and weekends.
Want a way to minimize these interruptions? Hire a 24/7 property management call center. Read on for some practical solutions for handling after-hours emergency calls from tenants.
Define True Emergencies
The first step in knowing what to do when emergency issues arise is understanding what is considered an after-hours emergency. Remember, not every inconvenience is an emergency.
True emergencies are those that can cause property damage or injury and can be a threat to the health and safety of your tenants like gas leaks, bursting pipes, and electrical issues. Some issues may seem like an emergency for your tenants but are not and can wait until the morning such as parking issues, leaky faucets, or clogged pipes.
Be sure to communicate with your tenants what are considered emergencies to minimize unnecessary after-hours calls.
Provide Emergency Contact Information
Ensuring tenants have immediate access to emergency contact details is vital. Distribute clear, accessible contact information. Consider multiple channels, such as phone numbers, emails, and instant messaging platforms, ensuring at least one method is available 24/7. Regularly update these details and confirm tenants have the latest information.
Sounds like a lot of hassle? There’s a smoother way to manage your emergency calls. That is by engaging a 24/7 property management call center like VirtuallyinCredible. Have all your tenants contact our call center directly so you never miss a call. We have a dedicated number for emergency repairs that you can advertise online.
Ask the Right Questions
When a call comes in, ask detailed questions to understand the situation fully. Determine the urgency, the nature of the problem, and whether it poses immediate danger. At VirtuallyinCredible, we follow a step-by-step approach to handling tenant emergency calls. Our call center agents are skilled in extracting essential details from tenants. Your tenants can expect swift, appropriate responses, whether dispatching emergency repairs or advising on safety measures.
Be Responsive in Handling Tenant Emergency Calls
Immediate response to emergency calls is critical. It not only addresses the issue more quickly but also demonstrates your commitment to tenant welfare. Establish protocols for responding to after-hours emergencies, including a clear escalation path. Keep tenants informed about the status of their requests, offering reassurance and reducing stress.
Hire a Call Center
Many landlords and property managers are unable to provide round-the-clock availability. Who does anyway? But don’t worry. You can easily hire a property management call center to answer your calls around the clock.
VirtuallyinCredible’s Phone Tenders 24/7 Call Center, for example, can triage calls based on severity, ensuring that true emergencies are promptly escalated. For less urgent issues, tenants are directed to use their tenant portal to submit a maintenance request. This ensures tenants feel heard and supported at all times.
Ensure Seamless Handling of Tenant Emergency Calls With Us
Say goodbye to the stress of after-hours emergencies and hello to peace of mind, knowing every call is answered by a live person. Transform the way you handle emergency calls with our 24/7 property management call center at VirtuallyinCredible. Schedule a demo now to discover how we can streamline your property management business.