SWEETWATER
The landlord calls three companies in a row. How the second one wins
In Sweetwater the person calling about the broken AC is not the person living with it. The tenant calls the landlord. The landlord, who owns four units and is at work, calls down a list. The first company rings out. The second call goes out ninety seconds later. That is the whole market in one paragraph.
A note on what this is. We have not counted Sweetwater rentals. This is what a landlord's call looks like, and what the first company would have needed to keep it.
The landlord is a repeat customer who has never met you
He does not care who fixes it. He cares that it gets fixed today, that he does not have to call again, and that the tenant stops calling him. He has a list because he has been through this before. Whoever answers first goes to the top of the list for the next unit.
What the first company needed
- A text back inside the ninety seconds: "Got your call. What is the unit address, and is the tenant home?"
- A way to book without a callback. A link, a slot, done.
- The tenant's number on the record, separate from the landlord's, so the arrival text goes to the person at the door.
- Both languages on one record. The landlord may write in English and the tenant may only speak Spanish.
NINETY SECONDS
Why he keeps calling the second one
Not because they were cheaper. Because they answered, booked, texted the tenant, and sent him a note when the job was done. Next time, they are first on the list. The company that rang out never learns there was a next time.
The follow-up that matters here
Not a quote sequence. A "job done" message to the landlord, with what was fixed and what it cost, and a note at the bottom: "Save this number; we cover your other units too." Sent once. That is the message that turns one unit into four.
The landlord and the tenant are two people on one job card. The system texts each one what they need: the tenant gets the arrival window, the landlord gets the invoice.
Questions we get asked about this
Can one job have two contacts?
Yes. Landlord and tenant on one card, each with a language and a role. The arrival text goes to the tenant; the invoice goes to the landlord.
What if the landlord manages twenty units?
Then he is a property manager and gets a record with every building attached. Same idea, longer list.
Does the text go out if I am on another call?
Yes. It goes out on any missed call, whatever the reason.
Related
Call your own number
Call your line from an outside phone at 2 PM on a weekday and time what happens. Then book a 30-minute call and we show you what a landlord would have seen instead.