It's not just yes, no, yes, no. Your guys are really positive in building rapport with customers and keeping the conversation going.
How Neil stopped juggling calls and scaled his business's professionalism with MiPA.
How Neil stopped juggling calls and scaled his business’s professionalism with MiPA.
Who are The HMO Guys?
The HMO Guys is a co-living specialist run by Neil Walton, operating across Greater Manchester and managing everything from viewings and move ins to property inspections for landlords and tenants.
What problems did The HMO Guys face?
Before working with MiPA, calls into The HMO Guys simply weren’t being answered. With only two people in the business at the time, Neil and his team were constantly on the ground, out at viewings, move ins, move outs and inspections, so the office phone would just ring out. Calls landed on Neil’s mobile instead, meaning tenants and landlords were getting him mid viewing, mid drive or stood outside a networking event. Nobody was getting a bad service exactly, but nobody was getting a great one either. It simply didn’t sound professional, and Neil knew a growing business couldn’t keep running off one mobile phone being passed between whoever was free.
How did MiPA help?
Neil brought in call answering support through MiCall so every call into the business got a proper, professional response, whether that meant taking a detailed message or transferring the call straight through to the right person. Helen onboarded the team and worked through exactly how Neil wanted calls handled, and the script has kept evolving since, adjusted whenever the business changes something and MiPA flag it back.
What made it work was how much the team took ownership of getting it right. Calls are handled with warmth and energy rather than a flat yes or no, and MiPA proactively chase down the right information when something doesn’t quite match what they’ve been told, right down to double checking who a new starter is when a caller asks for someone not yet on the list. It also meant Neil could keep his own team’s mobile numbers private, protecting their time while still making sure every tenant and landlord gets looked after.
“Somebody can ring up and say, oh hiya, I’m about to go meet Tony who’s doing a move in with me, and your team will know who Tony is. If I’m running ten minutes late, they’ll transfer the call to Tony so he’s not just stood there wondering if I’m coming or not.”
“The rapport your team try to build, and the positivity they have with it. It’s not just yes, no, yes, no. Your guys are really positive in building rapport with customers and keeping the conversation going.”
The result
The HMO Guys no longer lose calls to a mobile phone being juggled between whoever’s free. Tenants and landlords get their expectations properly managed, whether that’s a message passed on, a call transferred, or simply reassurance that someone will call them back. It’s proved especially valuable during the busiest points in the month, like when the team are deep in client finances and simply can’t pick up, MiPA keeps the business reachable without anyone having to drop what they’re doing. The result is a business that sounds, and runs, like a bigger operation than two people juggling mobiles ever could.
“If you’re thinking about it, the likelihood is you’re halfway to a decision already. What’s the worst that can happen? You try it for a couple of months and it doesn’t work, or you try it and your team gets impressed. If you don’t try something, nothing happens.”
Ready to stop missing calls? Get in touch today.
