How to Tame the Email and Call Beast as a Property Manager

Being a property manager is no small feat. Managing multiple properties, handling tenant concerns, coordinating maintenance, and maintaining positive relationships with property owners—all of these responsibilities fall on your plate. But when you’re managing a portfolio of 100 single-family units, the challenge can seem insurmountable. One of the hardest things to keep up with is managing the never-ending stream of emails and phone calls. With so many moving parts, how do you stay on top of communication without drowning in it?

If you’re a property manager juggling 100 units, you know exactly what I mean. In this blog, I’ll share some strategies and tips that can help you stay organized, respond promptly, and maintain your sanity while managing a massive flow of messages and requests.

1. Set Clear Expectations from the Start

A lot of the stress around managing emails and phone calls comes from the constant feeling of needing to be “on” all the time. One way to alleviate this pressure is by setting clear communication expectations with both tenants and property owners from the start.

• Tenants: Let tenants know when they can expect a response from you, especially for non-emergency issues. A simple message on your welcome email can clarify that emails are answered within 48 hours, and you’ll prioritize urgent calls.
• Owners: Make sure your property owners understand your process. Explain that while you’re available for emergencies, non-urgent questions or updates may take a little longer, depending on your workload. This way, both parties will be more patient and understanding when you’re swamped.

By setting clear expectations, you can avoid the pressure of feeling like every email or call is urgent, which leads to stress and burnout.

2. Utilize Property Management Software

In today’s digital age, there’s no excuse not to use property management software, especially when you’re handling 100 single-family units. These tools are game-changers in managing emails, phone calls, and overall tenant communication.

• Consolidate Communications: Many property management platforms allow tenants to submit maintenance requests, inquiries, and even rent payments through the software. This can cut down the number of direct emails and phone calls you receive. Some platforms even allow tenants to check the status of their requests themselves, reducing follow-up inquiries.
• Automated Responses: Use automation features within your software to send out acknowledgment emails when tenants or owners contact you. This ensures they know their message has been received and gives you more time to prioritize your response.
• Tenant Portals: If your software provides a portal for tenants, make sure they use it for submitting routine maintenance requests and payments. This will save you the hassle of tracking emails or managing payments via checks.

When used effectively, property management software can help you stay organized and cut down on the number of emails and calls you need to personally respond to.

3. Block Out Time for Email and Call Management

One of the most effective ways to stay on top of communication is to schedule dedicated time to manage emails and calls. If you let your inbox pile up throughout the day, you’ll end up spending your evening or weekend catching up—and nobody wants to do that!

• Email Blocks: Set aside specific blocks of time each day (morning, midday, and end of the day) to focus solely on emails. Use tools like Outlook or Gmail’s scheduling features to prioritize emails and “snooze” others that you don’t need to address immediately.
• Phone Blocks: If possible, designate specific times during the day for phone calls. This will help you focus on the most pressing matters without feeling distracted by constant ringing. You can also screen calls during busy times and respond during your phone block.
• Use Voicemail Effectively: Many property managers spend too much time answering calls during the day instead of managing the big picture. Set up an effective voicemail message to give callers a way to leave detailed messages, so you don’t need to rush to answer every call immediately. If it’s important, you’ll hear about it soon enough.

Blocking out time for email and call management will help you stay more organized, keep you focused on high-priority tasks, and reduce the feeling of constant interruption.

4. Delegate Where Possible

When you’re managing 100 single-family units, it’s impossible to do everything yourself. To keep up with emails and phone calls, you’ll need to delegate. Whether it’s to an assistant, a virtual assistant, or a trusted team member, don’t hesitate to delegate routine tasks.

• Maintenance Requests: Set up a system where tenants can report issues directly to a maintenance team member. You don’t need to be the middle person every time a pipe bursts. Your job is to facilitate the response, not solve every problem yourself.
• Tenant Questions: If you have a team that helps with tenant communications (even part-time), you can assign basic questions to them. Issues that don’t require your immediate attention, like rent payments or lease renewal inquiries, can be handled by someone else.
• Use Contractors: For issues like non-urgent repairs, find reliable contractors who can communicate directly with tenants, reducing the need for you to get involved in every situation. Having trusted contractors who can handle inquiries and repairs means less time on the phone for you.

Delegating is essential when you’re managing a large portfolio of properties, and it will free up your time to focus on the bigger picture.

5. Create Templates for Common Responses

A huge time-saver when managing a large volume of emails is having templates ready for the most common responses. Whether it’s for answering maintenance requests, confirming rental payments, or responding to general inquiries, templates can help you respond quickly and consistently.

For example:

• Maintenance Response Template:
  “Hi [Tenant’s Name],
  Thank you for reaching out about the [issue]. We’ve logged your request, and a technician will be in touch shortly to schedule a time to inspect and resolve the issue. We aim to have it addressed as soon as possible. If this is an emergency, please let us know immediately.”
• Lease Renewal Response Template:
  “Hi [Tenant’s Name],
  Thanks for inquiring about renewing your lease. I’ve attached the renewal form and the updated lease agreement for your review. Please let me know if you have any questions or need any changes to the agreement.”

Having these templates saves you the time of writing out the same responses repeatedly and allows you to handle communication more efficiently.

6. Prioritize Urgency and Set Boundaries

When managing 100 single-family homes, you’ll inevitably face emergencies—plumbing leaks, power outages, or a tenant locked out of their home at 2 a.m. The key is to recognize what constitutes an emergency and what doesn’t. This is where setting boundaries is essential.

• Emergencies: Always address emergencies immediately. Whether it’s a tenant needing urgent repairs or an owner requesting critical information, be sure to respond promptly.
• Non-Emergencies: Non-urgent matters like routine maintenance requests, inquiries about upcoming showings, or lease renewal questions can wait a little longer. Use your scheduled email and call blocks to handle these.
• Personal Boundaries: Protect your personal time by establishing clear work hours and sticking to them. You can set up an auto-reply email or voicemail outside of work hours to let tenants and owners know when they can expect a response.

By recognizing which emails and calls require immediate attention and which can wait, you can prevent yourself from being overwhelmed and ensure that you’re focusing on the most important tasks first.

7. Take Time to Recharge

Finally, don’t forget to take care of yourself. Property management can be incredibly rewarding, but it can also be taxing, especially when managing 100 properties. Taking regular breaks, disconnecting from work when needed, and finding time to recharge are all crucial to maintaining your productivity and mental health.

Burnout leads to mistakes, missed emails, and delayed responses—and the cycle can be hard to break. Schedule downtime for yourself and make it a priority. It’s not just about handling the emails and calls; it’s about staying healthy enough to manage your entire portfolio effectively.