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Want to turn more management inquiries into clients? In property management, excellent customer service is key. Did you know 96% of customers say it's a major factor in their brand loyalty? In fact, 65% of customers confirm that good customer service is more influential than great advertising.
One of the key elements of quality customer service is how you handle client inquiries, especially over the phone. This means you have to excel in every aspect of your phone communication strategy to turn call inquiries from property owners into clients. But no worries, we’re here to help.
Below, we share a helpful guide on how you can potentially turn property management inquiries into potential clients. Let’s get started!
Step-by-Step Guide to Turning Inquiries into Clients
1. Be Available to Answer Every Inquiry
Property owners expect timely responses to their inquiries. They may look for alternatives if you fail to answer their call in real time. This is why being available around the clock is crucial for converting inquiries into clients.
- 24/7 Availability: Ensure your customer support is ready to take and respond to inquiries 24/7. This can be managed through shifts or by partnering with a property management call center like Phone Tenders 24/7 Call Center that can handle calls during after-hours.
- Pick Up Immediately: When an inquiry comes in, it’s important that someone is there to pick up the call. Our real estate call center ensures that no call goes to voicemail, as every second counts in securing a new client. With our system, we answer 90% of calls within 10 seconds or less, effectively capturing every opportunity and minimizing the chance of prospects seeking management services elsewhere.
- Don’t Leave Them to Voicemail: Sending callers to voicemail can make potential customers feel ignored and unvalued. Ensuring calls are answered by a cheerful live person immediately not only prevents this but also strengthens your reputation for dependability and attentive service.
2. Reduce Wait Times
When landlords are ready to hand off management tasks, they've likely reached a point where the demands of property management are overwhelming their daily lives, and they are searching for relief. They won’t like to wait. Long wait times can frustrate callers and drive them to your competitors.
Here’s how you can minimize wait times:
Optimize Staffing
Ensure you have enough team members available to handle incoming calls efficiently. During peak times, consider having extra staff on hand. Adding a property management virtual assistant to your team ensures you get the extra help you need without the overhead costs.
Efficient Call Handling
Train your team to handle calls efficiently without compromising the quality of the interaction. Quick, yet thorough, responses can significantly reduce wait times.
Hire a 24/7 Real Estate Call Center
This is the best solution available for property managers who want to grab every opportunity to engage with new owner leads. At Phone Tenders 24/7 Call Center, we can help you gain a competitive advantage by always being reachable. Our around-the-clock call support ensures that you never miss an opportunity to connect with management leads, helping you provide timely and effective responses.
3. Prepare Yourself and Your Environment
Before you answer the phone, make sure you are ready to handle the inquiry professionally and efficiently. This preparation shows through your confidence and effectiveness during the call. Here’s how to do it:
- Create a Quiet Space: Ensure you are in a quiet and comfortable environment free from distractions. Background noise can make it difficult for the caller to hear you and for you to concentrate.
- Have Information Ready: Have access to any information or resources you may need to answer questions, such as your website, property listing, or calendar.
- Use Proper Equipment: Use a headset or speakerphone to keep your hands free for taking notes or typing. This also helps in maintaining a clear and steady voice.
But as property managers, we know this isn’t always possible. Sometimes, you get calls while driving to a property showing or in public places during holidays. This makes hiring a real estate call center invaluable.
At Phone Tenders 24/7 Call Center, our agents work in quiet, professional environments to provide the best possible first impression. We can handle the initial call, gathering essential information and giving you time to prepare. Once you're ready, we seamlessly transfer the call so you can focus on converting the lead into a client.
4. Answer With a Smile
Believe it or not, a smile can be heard over the phone. Smiling while speaking can convey warmth, friendliness, and approachability, making the caller feel more comfortable and valued.
Here are a few simple ways to infuse your calls with warmth and positivity:
- Positive Tone: Start the conversation with a positive and welcoming tone. Simple greetings like “Good morning” or “It’s a pleasure to speak with you” can set a friendly tone for the rest of the call.
- Use the Caller's Name: Addressing the caller by their name shows respect and personalizes the conversation, making the caller feel valued.
- Be Pleasant: Maintain a positive attitude throughout the call. Focus on solutions and positive outcomes, even when addressing problems.
- Express Gratitude: Thank the caller for their time, questions, or business. A little appreciation can go a long way in creating a positive atmosphere.
How Our 24/7 Real Estate Call Center Can Help
Ensure you never miss a call from a potential client again by hiring Phone Tenders 24/7 Call Center. Our services are designed to support property managers like you in handling phone calls effectively. Here’s how we can help you potentially convert inquiries into clients:
1. We Ensure 24/7 Availability
We understand the importance of being available around the clock. Our call center operates 24/7, ensuring that no call goes unanswered. Whether it’s after business hours or during peak times, we are here to handle inquiries on your behalf.
2. We Minimize Wait Times
Our efficient call-handling process helps reduce wait times significantly. We ensure that callers are not left waiting and are attended to promptly. While the call center industry's gold standard is to answer 80% of calls within 20 seconds or less, we ensure to answer 90% of calls within 10 seconds or less.
3. We Forward Inquiries to You
No one sells your services better than you do. That’s why our system is designed to forward owner inquiries to you when you’re available. Here’s how it works:
- Overflow Support: We act as your backup receptionist. When you're busy, we step in to answer calls from potential clients.
- Real-Time Alerts: You immediately receive a text letting you know there's a management lead on the line and that we're gathering their information.
- Smooth Handoff: This gives you a chance to wrap up whatever you're doing and prepare to talk. We'll connect you with the lead as soon as you're ready. If it's not a good time, we'll schedule a convenient time for you to talk – either by phone, Zoom, at your office, or even at their property.
- Pre-Filled Information: While we have them on the line, we'll start filling out your contact form with their details, so you have everything you need at your fingertips when you talk.
Why This Matters
Think of it this way: If you're investing in marketing to get leads, but those calls are going to voicemail, it's like turning up the heat and leaving the windows open – wasted money! Phone Tenders 24/7 Call Center ensures every lead is answered, gives you valuable time to prepare, and makes a great first impression on potential clients.
4. We Help You Close the Deal
By ensuring timely responses and reducing wait times, we help you get in front of management leads before they turn to your competitors. Our call center buys you more time to wrap up other tasks and be prepared to engage with potential clients effectively.
Turning phone inquiries from prospects into clients involves more than just answering questions. It’s about being available when they need you, minimizing their wait time, and being available to answer every call well-prepared. By focusing on these key aspects, you can enhance your customer service experience, build trust, and ultimately convert more inquiries into loyal clients.
Provide Great Customer Service with Our Real Estate Call Center
Ready to capture every new owner lead in your property management business? Our 24/7 real estate call center is here to help! By handling calls efficiently, we help you maximize every opportunity to grow your client base. Partner with Phone Tenders 24/7 Call Center to ensure that no call goes unanswered and every inquiry is turned into a business opportunity. Get started now!