Handling communications effectively is crucial in property management. Your approach can turn a simple inquiry into a new tenant or a resolved issue, strengthening your reputation. With 60% of communications received by leasing offices being calls, it’s critical to answer every ring in your office professionally. Need help on how to do that? Consider booking a property management call service.
Let us share with you the dos and don’ts of answering calls in your property management company below!
Do: Introduce Yourself Properly
It might seem basic, but starting a call with a clear introduction of who you are sets a professional tone. Even if the caller dialed your number, they may want to confirm that they’ve reached the right person. Make sure to state your name and company right away. This simple move ensures clarity and starts the conversation on the right note.
Do: Use a Call Script
A well-crafted script helps maintain consistency across all calls, providing a safety net for your communication strategy. Far from making interactions feel robotic, properly written scripts can free up mental space for active listening — vital for understanding and responding to the unique needs of each caller.
Do: Speak Clearly and Listen Actively
Clarity in speech and active listening are your best tools over the phone. Without visual cues, every word counts. Make sure to articulate clearly and slow down if necessary. Show your engagement by listening attentively to the caller’s requests and asking follow-up questions to avoid misunderstandings.
Don’t: Keep Callers Waiting
Long hold times are a top frustration for callers. If you must put someone on hold, always ask for permission first and provide a clear reason. Better yet, offer to call back at a more convenient time if the wait would be lengthy. But chances are, they would become a missed opportunity.
Want the best solution? Outsource your calls to a property management call center like VirtuallyinCredible so your prospects always get a reliable live person answering their inquiries.
Don’t: Multitask
We’ve all been there. As property managers, juggling multiple tasks is part of the job. Driving to the next showing, navigating through traffic, and following GPS directions while scribbling down quick notes and taking calls from potential renters.
Mind you, callers can tell that they are not getting your full attention. And besides that, driving while on the phone is actually illegal in some states. About 1.6 million crashes are reported each year due to cell phone use while driving.
Getting a lot of things done all at the same time does not have to affect your safety. Hire a virtual assistant to delegate some of your tasks or outsource your calls to a property management call service provider instead. At VirtuallyinCredible, our virtual assistants are backed by phone tenders to ensure our clients will never miss a call.
Don’t: Rely on Voicemail
Avoid sending calls to voicemail whenever possible. Callers expect immediate, direct responses. Statistics suggest that more than 80% of callers won’t leave a message, and approximately 85% won’t even call back if they don’t reach you the first time. Instead, they are likely to contact your competitors.
You wouldn’t want that to happen, would you? Make sure you never miss an opportunity by booking a property management call service. We answer your calls live, ensuring your callers get a helpful, cheerful person answering their inquiries.
As Jake Blakeney from Edgerow Property Management, one of our valued clients, said — we’ve kept the level of professionalism and customer care that they want to implement in their own business. We can do this for your business too.
Hire a Property Management Call Center for Quality Answering Service
You don’t get a second chance to make a positive first impression. So right at the start of the first interaction, impress your prospects by ensuring their calls are picked up right away the right way. One effective way to do that is by hiring VirtuallyinCredible for a quality property management call service. Our agents master the dos and don'ts of answering calls in property management, ensuring every interaction contributes positively to your company's reputation.
While a typical call center’s standard is to answer 80% of calls within 20 seconds or less, we hold ourselves to the highest standards by answering 90% of calls in 10 seconds or less. Book a demo to learn how we can help you ensure you never miss a call in your property management company today!