In the rental property management industry, where competition is fierce, providing excellent customer service is essential to stand out. One crucial aspect of customer service is answering the phone promptly. However, many property management companies struggle with this, and it can significantly affect their sales and reputation.
According to a study conducted by CallHippo [1], a staggering 72% of callers who reach a voicemail will hang up without leaving a message. Additionally, 60% of potential renters who don’t receive a response from a property management company will move on to the next available option within just 24 hours. These statistics highlight the potential loss of a significant number of potential customers if calls are not answered promptly or messages are left unattended.
Amanda Schneider, the President of consulting firm Think Time, Inc., emphasized the importance of answering the phone in an article she wrote for RentLinx [2]. While it may be tempting to let calls go to voicemail, Schneider stresses the need to answer them promptly.
Amanda recommends setting up a system that allows calls to be forwarded to a cell phone or a dedicated answering service when no one is available to answer in the office.
Some operators have shifted towards centralized leasing, call centers and even virtual assistants to help manage the busy times while being light on staff to cover the influx of calls and responsibilities.
However, answering the phone is just the first step. Schneider also advises that the person answering the phone should be knowledgeable, friendly, and capable of providing helpful information to potential renters. This approach helps build trust and establish a positive reputation for the property management company.
Answering the phone promptly is crucial for success in the rental property management industry. Failing to do so can lead to lost sales and a negative reputation. By implementing a system to ensure prompt call answering and delivering excellent customer service, property management companies can differentiate themselves from the competition and attract more potential renters
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Light Blue Personal Checklist (8.5 × 14 in)-2
References:
[1] CallHippo: Customer Service Statistics. Retrieved from https://callhippo.com/blog/customer-service-statistics
[2] RentLinx: The Importance of Answering the Phone in the Property Management Industry. Retrieved from https://www.rentlinx.com/resources/the-importance-of-answering-the-phone-in-the-property-management-industry/
[3] Checklist: https://smartapartmentsolutions.com/wp-content/uploads/2023/04/Light-Blue-Personal-Checklist-8.5-%C3%97-14-in-2.pdf
