How well does your property handle after-hours phone calls? The answer can dramatically impact tenant satisfaction - and your retention rates. For most properties, an answering service is the most cost-effective solution. Be forewarned, however, not all services are the same.

Here are a few key points to consider when choosing an answering service:

Demand live-operator answer.
Many answering services use a prerecorded "auto-attendant" that places callers on hold until an operator becomes available. Hold times of 15 minutes or more are not uncommon. Experienced managers know that delays like this can turn a simple, $50 repair into a maintenance nightmare costing several thousand dollars.

Long ring times should be the exception, not the rule.
Don't accept vague promises. Ask for average ring-time statistics. Check references.

Require well-trained, professional operators.
How long has the average operator been with the service? Are operators screened for their communication skills, typing ability, spelling and grammar? Is there a customer service department if you have any issues?

Specify detailed message notification procedures.
Have a comprehensive action plan, including escalation procedures in case the primary contacts are not available. Can prospective services accommodate your procedures? A final bit of advice: ask for after-hours phone numbers and put them to the test. Are there long ring times or hold times? Are operators professional? If you were a tenant with an emergency, would this call win your confidence - or encourage you to move somewhere else?