During any time of the year it is important to have good phone habits. When you are in the office you can of course commit yourself to answering the phone on the first ring. But with showing phones, or work phones it becomes much more difficult. Especially when this phone is ringing off the hook. When surrounded by a mountain of incoming calls one must devise a strategy to field them all. Ensuring everyone gets a response should be the most important thing. In Highlands Ranch property management our phone is ringing more than it is off. This is just a simple fact of the business. A necessary evil if you will. Here is how we often tackle this issue.
What we find helps immensely is having the answer for what people may be calling for on hand. This can either be a response to a work order, a predetermined showing block ready for people to be corralled into, or the answer to important accounting questions. Obviously, you may not always have the answers on hand, but be in this business long enough and you surely will. What this accomplishes is keeping conversations to their absolute minimum length, so you can get on to the next one. If you have a chatty person on the other end of the line, devise ways to leave the conversation without being rude. Most people can tell if they have started to incoherently ramble and will recognize that you are not being rude, just simply ending the conversation.
If you must let some calls go to voicemail, or you are simply on the other line while the numerous incoming calls double up, make sure your voicemail is as concise and direct as possible. It is very important to require only the necessary information. That way if you manage to find yourself going through 30 voicemails at a time you can glean the information you need quickly. Sifting through 30 voicemails is problematic if each one reaches 2 minutes in length. Be sure to use these principles to keep on top of an ever-increasing work load.
Any Highlands Ranch property management questions can be directed to any of our trained staff at the office. We are here for consultation.