Case Study:
Progressive Urban Property Management of Cleveland, OH
Client Background
Progressive Urban Property Management, founded by real estate professional George Rofail in Cleveland, Ohio, manages a diverse portfolio of residential and commercial properties. From condominiums and single-family homes to large multifamily units, the company provides full-service management — including tenant placement, evictions, renovations, and repairs. With many property owners based out of state and residents calling around the clock, effective communication is vital.
The Problem
Managing after-hours calls was a significant challenge. Most calls came from residents, many of which occurred late at night or on weekends. While some were genuine emergencies — like fires, break-ins, or gas leaks — others were minor issues that could wait until business hours. Staffing in-house to cover unpredictable call volume was inefficient and expensive, but missing or mishandling calls risked upsetting tenants and adding stress to George’s already demanding schedule.
The Solution
In 2019, George partnered with Focus Answering Service after a referral from his business advisor. Focus built tailored call-handling procedures for Progressive Urban, ensuring emergencies were escalated immediately while non-urgent issues were documented and forwarded for next-day resolution. Scripts, workflows, and call-routing preferences were customized to match the company’s unique needs, making Focus feel like an extension of the Progressive Urban team.
The Results
Time Savings
George no longer has to handle late-night or weekend calls, freeing him to focus on family and business priorities.
Improved Tenant Satisfaction
Residents always reach a live person who listens and responds with empathy.
Operational Efficiency
Clear procedures distinguish true emergencies from minor inconveniences, ensuring the right response every time.
Consistency & Accuracy
Focus’s reliable processes and detailed data collection prevent issues from slipping through the cracks.
Client Testimonial
