For property managers, this holiday season can be particularly hectic as prospective clients ramp up their search for new homes or management companies before the year's end. With the potential of increased inquiries and showings, how do you ensure top-notch customer service without stretching yourself thin? We've got you covered. Here are five tips to help you excel during the holiday rush:
1. Respond to Inquiries Promptly
Make it as easy as possible for prospects to reach you. Potential new owners might be browsing management companies late at night after getting a disruptive emergency call. Prospective tenants might check listings early in the morning before getting up.
By being available around the clock, you ensure that no opportunity slips through the cracks.
What to do
- Hire an online virtual assistant: A VA can handle calls, emails, and messages when you're unavailable, ensuring continuous engagement with clients.
- Leverage technology: Utilize apps and software that allow you to manage communications efficiently, even on the go.
- Be available 24/7: Partner with a call center that operates around the clock. This ensures that every call is answered promptly, no matter the time of day. A dedicated call center can handle high call volumes during peak holiday times, ensuring that no inquiry is missed.
Being available around the clock enhances your reputation for reliability and responsiveness, making clients more likely to choose your services over competitors.
Pro Tip: Turn to VirtuallyinCredible. Our virtual assistants are backed by Phone Tenders 24/7 Call Center. This means you’ll never miss a call even if your VA is on the other line or is preoccupied with other office tasks.
2. Offer Virtual Property Showings
While nothing replaces the experience of an in-person viewing, virtual showings can be a game-changer in qualifying serious prospects.
Why it works
- Saves time: Virtual tours show property details upfront, ensuring only serious prospects book in-person visits.
- Convenience: Prospects can view properties from the comfort of their homes.
- Broader reach: Attract out-of-town or international prospects who can't visit in person immediately.
How to implement
- Create high-quality virtual tours: Make engaging virtual showings that guide potential tenants through your properties.
- Integrate virtual showings into listings: Make virtual tours readily accessible on your website and rental platforms.
By integrating virtual tours, your property management company can reduce unnecessary in-person showings, allowing you to focus on serious applicants.
Pro Tip: Hire VirtuallyinCredible to enhance your virtual showings. Our "we-do-it-for-you" solution generates virtual tours using information from your listings—no extra work for you or your team. Alternatively, you can shoot the video yourself, and our team will edit and optimize it for you. We also offer 360-degree virtual tours to capture every area of your property in full 360.
3. Get Extra Support
The holiday rush can overwhelm even the most efficient teams. When you get additional support, you can ensure that all tasks are handled promptly without compromising service quality.
Steps to take
- Hire temporary staff: Bring on seasonal staff to manage increased workloads. Temporary workers can handle administrative tasks, freeing up your core team to focus on high-priority responsibilities.
- Utilize virtual assistants: VAs can handle administrative tasks, customer inquiries, and even social media management. Their flexibility allows you to scale support based on demand.
- Cross-train employees: Equip your current team with the skills to handle multiple roles, increasing flexibility. This ensures that team members can step in wherever needed during peak times.
Pro Tip: Utilize a month-to-month online virtual assistant to gain support during the busy holiday months without the need for a long-term commitment. It is perfect for property managers who aren't ready to commit to a full-time hire. Starting as early as now ensures that your VA is fully integrated and ready to take over tasks seamlessly during the busy season.
4. Train Your Team
Training boosts confidence and provides team members with the knowledge they need to provide quality service to your clients. Trained staff handle inquiries and complaints more effectively, leading to improved customer satisfaction.
VirtuallyinCredible offers learning materials designed to enhance communication, empathy, and problem-solving skills that are vital for effective customer service.
Training recommendations
- Time management courses: Help your team become more efficient through better time management strategies.
- Stress management: Consider providing access to training materials that help employees manage stress, especially during the holiday rush.
- Conflict resolution training: Teach your team how to handle disputes and challenging customer interactions gracefully.
Pro tip: When you hire a rockstar online virtual assistant from VirtuallyinCredible, you get FREE access to 99+ hrs of property management training materials for yourself and your staff.
5. Personalize Each Customer Interaction
Holiday service goes beyond efficiency—it’s about making each customer feel appreciated. Encourage staff members to add a personal touch to conversations. Simple things, like acknowledging a customer’s long wait time or recognizing their holiday plans, create a connection and leave a lasting impression.
Action plan
- Remember details: Use client relationship management (CRM) tools to keep track of personal details shared during previous interactions. This allows your team to refer back to relevant information, making clients feel remembered and respected.
- Celebrate client milestones: If your records show that a client has recently completed a major milestone (like purchasing a new property or finishing a renovation), a simple congratulatory message can go a long way in fostering a positive relationship.
When clients feel personally connected to your service, they are more likely to have a satisfying experience and continue using your services. Personalized interactions can turn one-time clients into long-term patrons and can also lead to referrals, expanding your client base.
Ready to elevate your customer service this holiday season?
Prioritizing customer service during the holiday rush doesn't have to be overwhelming. Our company offers virtual showings, virtual assistants, and call center services tailored for property managers like you. Contact us today to find out how we can help you make this your most successful season yet.