The communication strategy that can make or break your property management business
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With property management portfolios expanding (the market is expected to reach $6.16 billion by 2028), growth is inevitable. So, whether you're managing 10 or 1,000 units, get ready to scale with a rock-solid after-hours communication strategy. The good news? It's easy to implement!
The cost of communication chaos
When tenants call after hours or on holidays, the majority aren't emergencies. You're probably familiar with maintenance requests that can wait until morning, or questions about lease terms that tenants could find in their portal. But, you need to ensure your tenants are heard.
The real cost isn't just the interruption; it's the pattern. Tenants end up creating a "boy who cried wolf" scenario. They bypass normal channels and get immediate attention by calling emergency or direct lines, without experiencing an actual emergency. This has a snowball effect because urgent issues risk delays as phone lines are tied up and email inboxes are clogged (or worse¬ - you start ignoring tenants altogether).
After-hours communication road map
This overlooked communication strategy can save you and your team huge headaches in the long run. Take an hour out of your day to define your strategy - you’ll thank yourself for it.
1. Define “emergency”
Emergencies are different for every business. Be specific and think about calls you frequently get to eliminate any gray area. This could look like:
- Immediate response required: No heat, major water leaks, electrical hazards, gas leaks, security breaches
- Next business day: Appliance malfunctions, minor plumbing issues
- Standard maintenance queue: Cosmetic repairs, routine maintenance, administrative questions
2. Establish channel-specific response times
Different channels need clear response expectations. Be realistic about your response times.
- Emergency hotline: 2-hour response for defined emergencies only
- Maintenance portal: 24-48 hours depending on urgency level
- Email inquiries: Next business day
- Administrative requests: 48 hours
This structure trains tenants to use the right channels, and sets realistic expectations.
3. Follow-up
Every completed maintenance request should include follow-up contact within 24 hours. This keeps your tenants in the loop, and prevents them from calling to check on status. A simple "checking that your repair was completed satisfactorily" call or message can make a big difference.
4. Measure success
Depending on your business, you may want to look at after-hours inquiry volume, response times by request type, tenant satisfaction scores, and maintenance issue escalation rates. Review metrics monthly and adjust your strategy based on findings.
Implementation strategy
Week 1-2: Document the types of after-hours calls, emails, and chats you receive.
Week 3-4: Review and create protocols. Inform your staff and update all tenant-facing materials.
Week 5-6: Launch new protocols with clear tenant communication about changes and expectations. Welcome feedback during the transition.
Week 7-8: Monitor and adjust based on initial feedback and results.
Your competitive advantage
Tenants respect boundaries when they're clearly defined and fair. In an industry where tenant expectations continue rising, strong communication strategies are a competitive advantage. The property managers winning in today's competitive market aren't working harder; they're working smarter.
SignMore is the leading 24/7 answering service designed specifically for real estate and property management. Our U.S.-based team of trained receptionists handles calls, chats, and maintenance coordination around the clock, 365 days a year. No voicemail, no missed opportunities. From emergency triage and lead qualification to appointment scheduling and tenant support. Property managers across the country trust SignMore to capture every lead, handle every emergency, and maintain professional relationships while they focus on growing their business. Learn more at signmore.com
