Property Managers: Tips for Improving Your After-Hours Maintenance Hotline

While it is easy to contact a property management answering service or call center and set up an after-hours maintenance hotline, making sure that it works well for you and your tenants requires a bit more effort. Below are some tips you can follow to make sure you are doing everything you can to get the most out of the service and keep your tenants happy.

1. Personalize the service as much as possible

The default property management script that your call center provider has on file will get the job done, but it’s always better to personalize it to fit your business.

For example, the default way that operators answer the phone may be “Thank you for calling, may I help you?” Instead of leaving this the way it is, modify it to include the name of your property and the purpose of the line, such as “Thank you for calling Forest Pines Condominiums after-hours maintenance hotline, may I help you?” It’s a minor change, but it makes people more comfortable knowing that they’re calling your dedicated line.

Or, for instance, if the hotline will be used for apartments that are all in the same building and have the same address, make sure operators only request the apartment number. It’s annoying being forced to provide your entire address when all that’s needed is the number. This goes for properties in the same City and State, as well. No need to ask questions that you already know the answer to.

2. Clearly communicate to tenants what constitutes an emergency

Your tenants should know what is considered an emergency by your company and what isn’t. Unfortunately, property managers often give criteria to their call center but not tenants, resulting in a lot of heated conversations. Instead of just giving your tenants a number to call after office hours, give them the same list of emergencies that you give your call center and let them know what will result in an after-hours maintenance visit and what will hold for the office.

Alternatively, you can scrap the list of emergencies altogether, instead relying on a question that asks the tenant whether they feel their situation is urgent and requires attention before regular office hours. The potential for abuse here is obvious, but it’s definitely a more customer friendly approach.

Ultimately, only you can decide what is best for your situation, but either approach will work well if everyone is properly educated.

3. Stick to your office hours or prepare your call center to field additional types of calls

Understandably, having the power to forward your lines to the after-hours service whenever you want is sometimes too alluring to pass up. If you’re going to leave the office or stop taking calls during your regular business hours, be sure that your call center is prepared to handle the different types of calls that they will be receiving. It’s bad for business to force callers into a call center that can’t do anything for them and has no information regarding what’s going on in the office. By communicating with your call center and telling them what your schedule is and when you’ll be out, they will have more information to provide callers and be more confident handling your calls. In addition, the scripting and instructions they follow should be appropriate for type of calls they’re taking and what they are telling callers.

As an example, while it’s perfectly acceptable after-hours to tell a caller with a non-urgent concern to call back the next business day, it’s ineffective and confusing to be told that at 1 in the afternoon on a Thursday. Call centers can easily set up variable scripting, so make sure that you have them do so. “The office is out to lunch at the moment, but I can ask someone to return your call when they get back this afternoon” is much more appropriate.

4. Take advantage of the additional services, functionality, and technology that your call center has available

Today’s call centers are more advanced than the simple message taking services that came before them. Sometimes just taking a message and delivering it properly is all that’s needed, but you should look into the additional features and technology that your call center has available in order to determine if there’s more they could be doing for you. If so, there’s a good chance the additional service will improve the effectiveness of your call center and improve the level of customer service they’re able to provide.

Examples of additional services include payment processing, scheduling showings on your behalf, and integrating with your CRM or database in order to look-up tenant information easier and automatically create work tickets in your system. Whether these services make sense for you often depend on your size and the investment needed to have the technology configured. When deciding whether to spend the extra money, be sure to factor in the time it takes you to perform certain tasks, whether the changes will reduce or increase your monthly bill (by increasing or reducing call times), and whether having a more advanced call center will help you decrease vacancies and improve the relationship you have with existing tenants.

I hope these tips make your call center experiences more prosperous. If you’re working with a reputable call center and they’re doing everything they can on their end, following this list should be all you need to make the relationship a success.

If you have any feedback on using an answering service/call center with your property management operation, I’d love to hear from you. Whether your relationship was a success or a complete disaster, I always find it advantageous to speak with people and learn more about what is working and what isn’t.

About the author:

Gere Jordan works in business development, marketing and operations at Continental Message Solution, Inc. (CMS), a nationwide provider of property management answering services and call center outsourcing based in Columbus, Ohio. He has experience designing and implementing effective call center solutions, improving communication workflows, and helping companies share their success via the web. For more information, or to talk shop, you can reach him via email at gere.jordan@continentalmessage.com.

A&E Offers Help for Hoarders

HELP FOR HOARDERS

Are you or someone you know struggling to overcome compulsive hoarding? The cable television network A&E is looking for people whose lives are in crisis because they are compulsive hoarders.

The crisis can take any form. For example:

• They are about to lose their homes
• Their spouse is threatening to leave
• They have health issues caused by the chaos
• They have to find tax papers so the IRS doesn't audit them
• Their kids are threatening to cut them off
• Or any other major issue that can only be resolved by cleaning out their home immediately!

We are casting for a groundbreaking new documentary television series that will provide a team of professionals that can help get those in need started toward cleaning their home, no matter how big or how full. A therapist or professional organizer will also be on hand to help our guest through this difficult process.  Whether the guest is ready and able to clean out their entire home in this short period of time, with the assistance and guidance of a professional they will
learn valuable skills which will allow them to complete the task at their own pace and keep them from repeating the hoarding behavior in the future.

We are looking for people (as well as their friends and family if possible) willing to spend 3-5 days sharing their stories in the hopes of helping others and getting the help they need!

There is no cost to the guest. All clean up services are paid for in exchange for participating in the show.

Hoarding is a very serious problem affecting millions of Americans and their friends and families. But little is known about this disorder, and too often hoarders are misunderstood and can't find the help they need.

Our hope is that this groundbreaking new documentary television series helps the general public better understand compulsive hoarding while helping compulsive hoarders resolve a crisis.

If you or someone you know is a compulsive hoarder please contact us immediately at:  hoarders@sfpseattle.com

ZERO TOLERANCE - Learn About What It Means to Enforce A Zero Tolerance System

So You're a Landlord? Or are you thinking about becoming one? Let me tell you it ain't easy!

You're probably sinking in your chair right about now thinking, "I'm not even two sentences into the article, and already I'm nervous." Don't be. We here at LandlordAssociation.Org believe in giving you the truth - nothing more, nothing less.

Let's talk about one of the fundamental aspects of our business that no one seems to talk enough about. This is the avenue of collections, i.e. you getting paid on time. We want you to develop what we call a "Zero Tolerance Policy." We're not advocating that you become a ruthless tyrant or an old man Potter from "It's a Wonderful Life", but we are saying that you ought to have a line that no one crosses. It's really up to you set that line, but you have to have one. It is an absolute must. This business that we are involved in is a very simple, yet very complicated business. Many times you are faced with decisions that, as a business owner, are easy, but as an individual, are difficult. In those times, you must remember why you are in this business . . .TO MAKE MONEY.

You may be asking yourself, "How do I create a Zero Tolerance Policy?" This is what we recommend.

1. BE THE BANK. - The bank doesn't care about your inability to pay. They are all business - so are you.

2. DRAW THE LINE. - You don't have to throw people out on the street on the 2nd of the month. You should have a system set up. For example: The rent is always due on the first, there is a grace period until the fifth. After the fifth, there is a $25.00 late fee. If the rent is not received by the 10th, then the eviction starts.

3. KEEP FLEXIBILITY IN CHECK. - We're not trying to contradict our previous statements or confuse you, but this is your opportunity to be a humanitarian - without getting burned. You may choose to grant a one time extension to an individual who really needs it. This extension should not be so long that it leaves you exposed. A respectable extension could be five days. You should only decide to grant this extension, if the tenant has contacted you. Never, never, grant an extension to an individual that you have to contact for the rent. You will most likely be out five more days of rent. Also, make absolutely certain to inform your tenant that this is a one time extension and that this cannot become a habit. If after the five days, the tenant balks when you ask for the money, YOU EVICT.

4. STICK TO YOUR GUNS. - When the time comes, you will do what you have to do. This is not something that is fun or comfortable it's business. You have to put food on the table and you also have to pay a bank that doesn't accept excuses as payment.

5. OPERATE FROM A POSITION OF STRENGTH. - Make certain that you pace your business growth. Just because you can buy a piece of property doesn't mean that you can afford it. Understanding this principal will help keep you out of financial trouble. If you are desperate for money because you're spread thin and have no cushion in the bank, you're going to start playing "Let's Make a Deal." This is not a game you want to play when you're collecting rent. It is better to take the loss and evict, than to hope that some late payer will get you out of hot water. Believe me, money in the bank takes a lot of stress out of this business.

Don't deviate from the system! Don't do it! I know that there will be times that you will want to, but it is in your financial best interest not to. Believe me, I know!

How to be an Effective Landlord - Rights and Responsibilities, by Bob Seigerim

Many investors are wary of the idea of renting property and the responsibilities that go with it. Unfortunately, this keeps them out of a profitable investing arena.

Following is a basic guideline for good rental management effectiveness and profitability.

Choosing Tenants

Your primary responsibility is to the maintenance and use of your property. Select your tenants carefully. It's unlawful to discriminate against an applicant because of race, national origin, religion, marital status, sex or physical disabilities. Beyond this however, it's still your property and you can pick and choose who you want living there. Never rent to the first person through the door. Prospective tenants will be shopping around, and you should too.

Make sure all applicants completely fill out an "Application for Rental" form. Forms like these are available at stationary and office supply stores.

Perform a thorough check of each applicant. Call the applicant's employer to verify employment, contact the landlord of the applicant's current or previous residence. This is the most important phone call of all. Check credit references if necessary.

"For Rent" signs and newspaper ads are not the best ways to attract trustworthy tenants. If this is how you advertise for tenants, make sure you screen them well. It's usually best to find a family or a person that can be recommended by a current tenant of yours. You may offer your current tenants an incentive for recommending strong prospects.

When writing a newspaper ad to rent your unit, make sure to give accurate descriptions. This includes the monthly rental amount, any deposits if required, description of the property or unit, and any restrictions that you maintain, such as children, pets, number of occupants, etc.

Don't be overly eager to get a tenant in. Indicate to all applicants that they will receive full consideration. Select a tenant that meets your requirements.

Collecting Deposits

Even though most tenants do not like paying deposits, it is in your best interest as a landlord to collect the last month's rent in advance. If the tenant fails to live up to the terms of the agreement, this deposit will help you to defray some of the costs of evicting the tenant. Defraying the legal costs is the only reason for this payment or deposit. You can also collect a cleaning deposit and a security deposit. These deposits are applied to any damages that occur while the tenant is occupying the unit.

Returning Deposits

If a tenant has in any way damaged your property beyond what would be considered normal wear and tear, you have the right to keep funds considered as security deposits and/or cleaning deposits. Try to use good judgment when determining what is and what is not normal. Normal use will age any property to some extent. Don't attempt to keep a tenant's money merely for this sort usage. You should, however, use the funds in these deposits to repair any damage caused by the tenant and/or to clean the property sufficiently so as to have it ready to show.

Inspection

A good rental agreement should have the tenant give a 30 or 60 day notice of vacating the property. Include a statement in your rental agreement that requires an immediate inspection at the time the tenant gives notice of his leaving. An immediate inspection helps you plan your strategy early if the property is not in good condition. It also lets you tell your tenant right up front what will be necessary in order for you to return his or her security/cleaning deposit. Include a final inspection the last day the tenant occupies your property.

Unannounced Entry

There has been an increasing number of restrictions put on unannounced entries in the past few years. Do not trespass unlawfully. Enter to make emergency repairs if you have to, otherwise wait until you get approval from the tenant for all other work. Don't abuse your privilege, you could end up with a legal battle.

Setting the Rental Amount

Your main consideration for determining the rental amount is based on rents of comparable rental units in the area. Common sense dictates that similar units rent for similar amounts.

Make sure your tenants know exactly when the rent is due. If you extend a grace period, make sure the tenants do not exceed that date for payment. Make it clear that you expect prompt payment.

Non-Payment

Even though you carefully selected your tenant from all the other applicants, things can go wrong. Job loss, illness, divorce, all kinds of things can hinder someone's ability to make timely rental payments. You may want to go easy on a tenant with a good payment record. A new tenant who can't pay, however, you should want to evict immediately.

Converse with your tenant. Try to determine when the rent will be paid. Tell your him that it's not personal, but a matter of operating your business. How long you wait to collect your rent is up to you. Clearly, the sooner the better.

Eviction

When all attempts to resolve your tenant problems fail, you must evict. Select your best course of action. Do you need an attorney, or can you start the process yourself for less money? If you choose not to use an attorney, you may want to use a "Notice to Pay Rent or Quit" form. This is used only to recover unpaid rent. The notice tells the tenant that he has only three days to pay the rent or leave the premises. If the tenant pays the rent within that three day period, things revert to business as usual. You collect the rent and the tenant doesn't have to leave.

A tenant with chronic offensive behavior may be served a "Notice to Quit" form. Use this form to begin eviction of a tenant who is disturbing and constantly breaking the rules. If the tenant is in violation, you have the right as the property owner to reclaim your property. The tenant must be "served" in person or by registered mail. Both of these notices are available in stationary and office supply stores. Consult an attorney to obtain knowledge of local, state or federal laws, alternatives and his professional advice.

Crowd Control

The more people who live in a unit, the more wear and tear, noise, damage, etc. One way to keep the crowds down is to limit the number of tenants per unit. Have this stipulated in your rental agreement. You can also stipulate an additional charge for each extra person occupying one of your units. If booze and drug parties, loud noise or music, or property destruction occurs, you may have grounds for eviction. Other than that, try to select the best tenants to avoid problems. Do not interfere in your tenants lives. Rent to them, reject them, evict them, or deal with them.

Maintenance

To determine how much maintenance will be required for your properties, just multiply the number of rental units you have, times the number of headaches associated with each unit. You must be proficient in repairing cracks in walls, painting, plumbing, yard work, electrical, etc. You will save a lot of time, money and stress from tenants if you can do this work quickly and efficiently.

If you can't do this work yourself, consider a good handyman. A really good handyman may be hard to find, but is well worth the search. Make sure the person you hire can be on call when you need him. Make certain the work is done well and is competitively priced. A good handyman can make you a better landlord.

Pest control is the landlord's responsibility. Shop around for the best combination of service and price. If there is a pest problem due to unsanitary conditions caused by a tenant, you have the right to demand that they clean up or otherwise correct the unsanitary condition.

Conclusion

Always start with good tenants. Use common sense and good judgment to avoid future, costly problems.