What It Takes To Become a Client-Centered Property Management Company
For every business, profits are an essential element of success. Your property management company is no different, but the revenue won’t materialize if clients are not receiving the proper services. Being a client-centered provider will help achieve many goals, including customer retention and profitability. That said, you need to have resources to reach these objectives, and here is how a call answering service can help.
Treat Everyone as a Customer
Everybody likes being treated like a VIP. In fact, one survey found that 70% of customers are willing to pay more for a better service experience. The lesson here is that your company will benefit from making everyone feel appreciated, customers and employees alike. Positive word of mouth can do wonders, but just one negative review can spell disaster. A call answering service can help create this kind of positive feedback by providing a friendly voice on the other end of the line, either after hours or when you are otherwise unavailable. Your customers will appreciate the attention and will feel like somebody is always there for them.
Avoid making your current or potential clients work to receive services. Instead, provide them with a simple solution for any question or issue that might arise with a property. For example, a property management answering service can handle service calls, make routine appointments, and answer questions about vacancies. And what makes it even more convenient is that all of it can be done from the same call-in number.
Examine Your Processes
If your processes for handling tenant issues are creating a disconnect, it might be time to re-examine those guidelines. Create a basic timeline for resolving both urgent and routine matters, keeping the needs of the client as a priority. When you use a professional answering service, you can ask them to follow your exact protocols for handling these calls.
Listen to Tenant Concerns
You can become a more client-centered property management company by simply addressing tenant problems with speed and sensitivity. Whether the concerns are valid or not, the response from your office has to be prompt. Suppose an upset tenant calls your professional 24/7 answering service. In that case, they will benefit from speaking with a friendly call operator who is trained in active listening and empathy. Once you receive the information, you can formulate your reply to the tenant.
Expand Your Availability
A top concern among tenants and owners might be that you are not available when they call. Whether an urgent matter or not, you will show these clients that you care about them. A call answering service can answer your PMC phones around the clock and forward messages to you in real-time. I addition, all the urgent service calls will be handled according to your set parameters.
Your property management company may already be good, but it can become exceptional by providing the highest level of customer service possible to its owners, tenants, and even contractors. When you develop a reputation for having a high standard of care, you will quickly rise above your competitors.
If you have any questions about how a professional answering service can help you grow your business, Contact Answering365 anytime. We had over 30 years of experience providing custom-crafted services to companies nationwide. We can help your turn company toward being more client-centered and save you money along the way. Bi-lingual services are also available. Call us for a free consultation at 888-588-9800. We are open 24/7.