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When you call a company that you desperately need to get an answer from and they don’t answer, how do you feel? Most people would not really have any kind of emotion the first time they contact the company and they don’t answer. What kind of emotions are flowing through a person who calls a company and they do not answer more than two or three times? How you are getting pretty upset. All you want to do is call the company you need to and get your situation resolved. Why does that have to be so hard? It would seem that everyone has been in this situation once or twice.
As a property manager, you have a lot of things to do that maybe the general public does not understand. All the general public wants to know that if they need you, they can reach you. Sometimes customers do not realize the scope of your responsibility nor do they think that you are human and could possibly get sick. With that said, you also need to have some thing in place to where if you can’t answer the phone, someone else does. If this is not an option for you, then make sure that you have a good messaging system to where the customer can leave a message. The key is returning that customer’s message.
We have all been in that place where a company did not answer our phone calls when we needed them to. It made us very upset and we questioned whether or not we wanted to do business with that company. Don’t let customers think that about your company. Make sure you answer every phone call you can and return every message you get. Treat the customer the way you want to be treated.