The question of whether to forward calls to maintenance personnel after hours is a common dilemma in property management. Direct contact may seem like the most straightforward approach in handling urgent issues, but it presents several challenges impacting both staff well-being and resident satisfaction.
The Risks of Direct Forwarding
Forwarding calls directly to maintenance staff after hours can lead to various complications:
- Availability Issues: What happens if the maintenance phone is lost, damaged, dropped in a toilet, or if the on-call team member is simply unreachable? The answer: delayed responses to urgent situations (and the frustration that results).
- Misjudgment of Situations: When calls are forwarded to maintenance personnel after hours, there is an increased risk of subjective judgment about just what constitutes an emergency. On-call personnel might deem a situation non-critical when, in actuality, it requires immediate attention, potentially leading to property damage or resident dissatisfaction. The opposite is equally true, if not more so. Residents frequently overestimate the urgency of a situation, contributing to a mismanagement of time and resources.
- Lack of Record Keeping: Without a professional answering service, there is no reliable record of calls made, including their frequency, their urgency, their resolution, and so much more. This can be problematic in disputes or when evaluating the nature of after-hours incidents.
- Quality of Life: Most importantly, your maintenance crew may receive calls for issues that are non-emergencies in every imaginable way, disrupting their rest and leading to burnout. Constant interruptions can also lead to high turnover if staff feel their time is not respected or valued.
The Benefits of Using an Answering Service
Outsourcing your calls to a professional like Focus Answering Service provides a structured approach to managing after-hours calls:
- Professional Triage: Our trained agents assess the urgency of calls based on predefined criteria, ensuring that only true emergencies are escalated.
- Documentation and Accountability: An answering service provides critical oversight. Every call is accurately logged, providing property managers with detailed records that can verify the number and nature of complaints or requests.
- Resident Satisfaction: Your answering service will professionally handle inquiries and reassure residents that their concerns are being addressed promptly, maintaining trust and satisfaction.
- Protecting Staff Welfare: By filtering out non-emergency calls, maintenance staff are only contacted when absolutely necessary, allowing them proper rest and significantly reducing stress on the job.
So, should calls be forwarded to maintenance personnel after hours? In short, no. While it may seem like a time-saver at first glance, forwarding calls directly to on-call personnel after hours is fraught with potential issues that can affect both employee satisfaction and operational efficiency. Focus Answering Service not only enhances the management of after-hours calls but also supports the well-being of maintenance staff and improves resident relations.
Is your property management team overwhelmed with after-hours calls? Let Focus help streamline your processes and protect your staff. Reach out today to learn how we can support your team and enhance tenant satisfaction.