Property management call script

Greeting

“Thank you for calling [Business name], this is [your name]. How can I help you today?”

Smile when you answer: it can be heard. Get the caller's name early and use it once or twice.

New residents

“Happy to help. Is this your first time contacting [Business name]?”

Then ask, in a natural order:

• May I have your name, property address and unit number, and the best number to reach you?

• Are you a current resident, a prospective tenant, or a property owner?

• What's the issue, and when did it start?

• Do we have permission to enter the unit if you're not home?

• Are there pets in the unit we should know about?

Next step: take their preferred days and times, and let them know we'll confirm by the same business day.

“Thank you, [name]. We look forward to seeing you.”

Existing residents

“Of course. May I have your full name and the best number to reach you?”

“And what is this about?”

If the person they need is available, transfer the call. If not, take a message (format below) and say:

“I'll make sure they get this. You can expect a call back the same business day.”

Booking & rescheduling

To book: take their preferred days and times, and let them know we'll confirm by the same business day.

To reschedule or cancel: confirm the caller's name and the maintenance visit they have, offer two alternative times, and confirm the change back to them.

Always repeat the final day, date and time before ending the call.

Urgent calls

Treat it as urgent if the caller mentions:

• flooding or a leak that can't be stopped

• no heat in freezing weather

• a gas smell or fire: tell the caller to get out and call 911

• a lockout, a broken entry door or a security issue

• sewage backing up

Then: transfer the call to the on-call person straight away.

“I understand this is urgent. I'm getting this to the right person now.”

Billing questions

Take the caller's name, account or invoice number and question, and pass it to whoever handles billing.

Don't take card numbers over the phone unless you have a secure way to process them.

Sales calls & spam

“Thanks for calling. The best way to reach the right person is by email. May I take your name, company and email?”

Don't transfer sales calls, and don't confirm who makes buying decisions.

Message format

Every message has: caller name · phone · email (if given) · new or existing resident · reason for the call · urgent yes/no · best time to call back · time of call.

Never

• Promise approval of an application or a specific rent

• Give out other residents' information

• Authorise repairs or costs outside your process

After-hours message

“Thank you for calling [Business name]. Our office is open Monday to Friday, 9am to 5pm. If this is urgent, please stay on the line or press 1 and we'll get your message to the on-call person. Otherwise, please leave your name, number and a short message, and we'll call you back the same business day.”

Voicemail greeting

“You've reached [Business name]. We're sorry we missed you. Please leave your name, number and the reason for your call, and we'll get back to you the same business day.”