It’s 11:47 PM on a Saturday.
Your phone rings.
“The toilet is running. Can you come fix it right now?” You drag yourself out of bed, drive across town, and spend an hour fixing a problem that could have easily waited until Monday morning.
Cost to you: – 2 hours of sleep lost – Date night ruined – Sunday exhausted – Growing resentment toward your “investment” Cost to your family: – Another missed event – Another broken promise – Another night wondering when you’ll be available This was my life for the first three years of property management. I was on call 24/7/365. Every tenant issue was treated as urgent. Every phone call required immediate response.
The result: Burnout, stress, failed relationships, and nearly walking away from the business entirely.
Then I implemented one simple rule that changed everything:
“If it’s not flood, fire, or life-threatening, it waits until business hours.”
After 19 years managing 250 properties in the Lansing area, this single boundary has: Eliminated 95% of after-hours calls – Reduced staff burnout by 80%+ – Improved tenant satisfaction (yes, really) – Allowed me to scale from 2 employees to 8 – Given me my life back Let me show you exactly how this rule works — and how to implement it without losing good tenants.
The Problem: When Everything Is an Emergency
Before we dive into the solution, let’s talk about why most property managers and landlords are drowning in “emergencies.” The Real Problem Isn’t Maintenance
The problem is lack of boundaries.
Without clear definitions, tenants decide what’s an emergency. And guess what? When they’re inconvenienced, everything feels urgent.
Common “emergencies” I used to get at 2 AM: – Toilet running (not overflowing, just running) – Garbage disposal jammed – Lightbulb burned out – Thermostat not working (in 65-degree weather) – Dishwasher won’t start – Closet door off track – Internet not working – Neighbor’s dog barking
None of these are emergencies. But without clear boundaries, tenants will call at midnight expecting immediate service.
The Cost of No Boundaries
Personal cost: – Burnout and exhaustion – Failed relationships – Health problems (stress, sleep deprivation) – Resentment toward tenants and properties – Questioning why you’re in this business
Business cost: – Staff turnover (nobody wants 24/7 on-call) – Poor decision-making (exhausted = bad judgment) – Reactive maintenance (more expensive than preventive) Reputation damage (grumpy, burned-out service) – Can’t scale (you’re the bottleneck)
The math: One property manager working 24/7 can handle maybe 30-40 properties before breaking. With clear boundaries? We manage 158 properties with 8 people and zero burnout.
The Solution: Flood, Fire, or Life-Threatening
Here’s the rule that saved my business and my sanity:
“If it’s not flood, fire, or life-threatening, it waits until business hours.”
What Qualifies as an Emergency
Flood: – Active water leak that’s causing damage – Burst pipe flooding property Sewage backup into living space – Water heater rupture – Roof leak during storm (water actively entering) Fire: – Active fire or smoke – Gas leak (smell of gas) – Electrical sparking or burning smell – Carbon monoxide detector going off
Life-Threatening: – No heat in winter (below 55°F inside) – No A/C in extreme heat (above 90°F inside, elderly/children present) – Door/window lock broken (security issue) – Stairs/railings collapsed or unsafe – Exposed electrical wires
That’s it. Everything else waits.
What Is NOT an Emergency
These wait until business hours (Monday-Friday, 8 AM – 5 PM):
Not emergencies: – Toilet running (but not overflowing) – Garbage disposal jammed Dishwasher not working – Refrigerator making noise (but still cooling) – One outlet not working – Lightbulbs burned out – Thermostat issues (temperature still livable) – Minor leaks (drip, not flood) – Appliance stopped working (but not leaking/sparking) – Pest sightings (unless infestation) – Noise complaints – Parking disputes – Neighbor issues Internet/cable problems – Cosmetic issues
Response time for non-emergencies: – During business hours: <24 hours – Submitted after hours: Next business day – Non-urgent issues: Within 7 days
How to Implement the Emergency-Only Rule
Setting the boundary is one thing. Enforcing it is another. Here’s exactly how we do it.
Step 1: Set Expectations in the Lease
Our lease includes this exact language:
“EMERGENCY MAINTENANCE is defined as flood, fire, or life-threatening situations only. Emergency maintenance is available 24/7 via the emergency line: [number].
Emergency situations include: – Active water leak causing property damage – Fire, smoke, gas leak, or electrical hazard – No heat when outside temperature is below 40°F – Security issue (broken locks, broken windows)
Non-emergency maintenance requests must be submitted through the tenant portal during business hours (Monday-Friday, 8 AM – 5 PM) and will be addressed within 24 hours. Misuse of the emergency line for non-emergency issues may result in a service charge of $150.”
Why this works: – Clear definition (no ambiguity) – Specific examples (tenants know what qualifies) – Consequence stated (discourages misuse) – Alternative provided (tenant portal for non-emergencies)
Step 2: Communicate During Move-In
We cover this in the move-in walkthrough:
“We have a 24/7 emergency line for flood, fire, or life-threatening situations. That means active water damage, fire, gas leaks, no heat in winter, or security issues.
For everything else — and I mean everything else — please submit a maintenance request through your tenant portal. We respond to all requests within 24 hours during business hours.
The emergency line is monitored by our on-call technician who will come out immediately. But if it’s not a true emergency, there’s a $150 service charge.
Do you have any questions about what qualifies as an emergency?”
Why this works: – Face-to-face communication (can’t claim they didn’t know) Examples provided (removes confusion) – Consequence reminder (discourages misuse) – Invitation for questions (addresses concerns upfront)
Step 3: Provide Easy Non-Emergency Reporting
Make it easier to report non-emergencies than to call the emergency line. Our system: – Tenant portal (AppFolio) — 24/7 access – Text option for nonemergencies – Email option – Phone during business hours
Response commitment: – Non-emergency requests submitted during business hours: <24 hours – Requests submitted after hours: Next business day – Non-urgent issues: Within 7 days
Why this works: – Tenants have multiple options (no excuse) – Response is fast enough (24 hours is reasonable) – Removes urgency (they know it’ll be handled)
Step 4: Enforce the Boundary Consistently
This is where most landlords fail. What happens when a tenant calls the emergency line for a non-emergency: First offense: “I understand this is frustrating, but this doesn’t qualify as an emergency under our policy. Please submit this through the tenant portal and we’ll have someone out within 24 hours. The emergency line is reserved for flood, fire, or life-threatening situations only.”
Second offense: “As stated in your lease, the emergency line is for flood, fire, or life-threatening situations only. This is your second call for a non-emergency. The next nonemergency call will result in a $150 service charge as outlined in your lease.”
Third offense: “We’ll send someone out tonight, but per your lease agreement, there will be a $150 service charge for misuse of the emergency line. This has been communicated multiple times.”
Why this works: – Warning first (educational, not punitive) – Reminder second (reinforces boundary) – Consequence third (enforces policy) – Consistent application (no exceptions)
The result: After one or two reminders, 95% of tenants stop calling the emergency line for non-emergencies.
How to Handle Pushback (And You Will Get Pushback)
Expect resistance. Tenants are used to landlords who cave. Here’s how to handle common objections.
“But this IS an emergency!”
Tenant: “My dishwasher isn’t working! I have dirty dishes piling up!”
Your response: “I understand that’s frustrating. However, our emergency line is reserved for flood, fire, or life-threatening situations. A non-working dishwasher doesn’t qualify. Please submit a maintenance request through the portal and we’ll have someone out within 24 hours.”
If they push: “I can send someone out tonight, but there will be a $150 service charge as outlined in your lease. Or you can submit through the portal and we’ll handle it tomorrow at no charge. Which would you prefer?”
Why this works: – Acknowledges frustration (empathy) – Restates boundary (clear) Offers solution (portal) – Gives choice (empowers tenant) “My last landlord came out right away!”
Tenant: “My last landlord always came out immediately for stuff like this.”
Your response: “I understand different landlords have different policies. Our policy is clearly outlined in your lease and was discussed during move-in. We respond to all nonemergency requests within 24 hours during business hours, which is faster than most property management companies.”
Why this works: – Acknowledges difference (validation) – References lease (legal backing) – Highlights response time (you’re still fast) – Doesn’t apologize (maintains boundary)
“This is terrible customer service!”
Tenant: “I can’t believe you won’t come out right now. This is terrible service!”
Your response: “I understand you’re frustrated. Our emergency-only policy allows us to respond quickly to true emergencies while maintaining reasonable work-life balance for our team. We’ll have someone out first thing tomorrow morning. Is there anything else I can help with?”
Why this works: – Acknowledges emotion (empathy) – Explains reasoning (transparency) – Offers solution (tomorrow) – Ends conversation (boundary)
“I’m going to leave a bad review!”
Tenant: “I’m going to tell everyone how terrible you are!”
Your response: “I’m sorry you feel that way. Our policy is clearly stated in your lease and is designed to ensure we can respond quickly to true emergencies. We’ll have someone out tomorrow to address your issue.”
Then end the conversation.
Why this works: – Doesn’t cave to threats (maintains boundary) – Restates policy (reinforces standard) – Offers solution (addresses issue) – Doesn’t engage further (prevents escalation)
The reality: Tenants who threaten bad reviews rarely follow through. And if they do? Your response to the review explains your policy and shows professionalism.
The Surprising Benefits of the Emergency-Only Rule
When I first implemented this rule, I was terrified. I thought tenants would hate it. I thought I’d lose good renters. I thought my reputation would suffer.
The opposite happened.
Benefit #1: Better Tenant Relationships
Counterintuitive, but true.
Why it works: – Clear expectations = less frustration – Boundaries = respect Consistent policy = trust – Fast response to real emergencies = confidence
Before the rule: – Tenants called for everything – I was resentful and short – Service was inconsistent (exhausted = poor quality) – Tenants felt like they were bothering me
After the rule: – Tenants call only for real emergencies – I’m rested and professional Service is consistent and high-quality – Tenants respect the boundary
The result: Our tenant satisfaction rating is 4.9 stars on Google. Higher than when I had no boundaries.
Benefit #2: Staff Retention and Morale
Before the rule: – On-call rotation was dreaded – Staff burnout was constant – Turnover was high – Nobody wanted to work weekends
After the rule: – On-call rotation is manageable (1-2 calls per week, max) – Staff burnout is rare – Turnover is low – Staff appreciate clear boundaries
The math: – Before: 15-20 after-hours calls per week (mostly non-emergencies) – After: 1-2 after-hours calls per week (true emergencies only) – That’s a 90% reduction in after-hours work
The result: We’ve grown from 2 employees to 8, with staff staying 3+ years on average.
Benefit #3: Ability to Scale
You can’t scale chaos.
Before the rule: – I was the bottleneck (only I could handle “emergencies”) – Staff couldn’t make decisions (everything was urgent) – Growth was limited (couldn’t add more properties) After the rule: – Clear criteria = staff can make decisions – Defined emergencies = predictable workload – Systems in place = scalable operations
The result: We’ve grown from 40 properties to 250 properties without increasing after-hours workload.
Benefit #4: Better Maintenance Outcomes
Rushed maintenance is expensive maintenance.
Before the rule: – Midnight calls = tired technician = mistakes – Urgency = no time to get proper parts – Reactive = band-aid fixes that fail later
After the rule: – Business hours = rested technician = quality work – Time to plan = right parts, right tools – Preventive = proper fixes that last
Example:
Before: 2 AM call for “no heat” (actually thermostat set wrong) – Drive across town: 1 hour – Diagnose issue: 30 minutes – Fix: 5 minutes – Total cost: $200 emergency callout + exhausted technician
After: Non-emergency submitted through portal – Scheduled during business hours Technician brings thermostat manual – Walks tenant through settings via video call Total cost: $0 + happy tenant who learned something
Benefit #5: Reclaimed Life and Sanity
This is the big one.
Before the rule: – Missed family dinners (phone rang during meals) – Ruined vacations (always on call) – Constant stress (phone could ring anytime) – Resentment (felt like a slave to properties)
After the rule: – Family time is protected (phone doesn’t ring) – Vacations are actual vacations (on-call rotation covers) – Reduced stress (sleep through the night) – Love the business again (sustainable pace)
The reality: I didn’t get into property management to be on call 24/7. Neither did you. This rule makes the business sustainable.
Real-World Examples: Emergency vs. Non-Emergency
Let me share real scenarios and how we handle them.
Scenario 1: “My toilet is overflowing!”
Time: 10:30 PM Saturday Tenant call: “My toilet is overflowing! Water is going everywhere!”
Our response: “We’ll have someone there within 30 minutes. In the meantime, turn off the water valve behind the toilet and put towels down to prevent damage.”
Why this is an emergency: Active flooding causing property damage.
Outcome: Technician arrived in 25 minutes, cleared clog, prevented water damage. Total cost: $150 emergency call-out. Tenant grateful.
Scenario 2: “My toilet is running!”
Time: 11:00 PM Friday Tenant call: “My toilet won’t stop running. It’s been going for an hour.”
Our response: “I understand that’s annoying. Is water overflowing or just running in the bowl?” Tenant: “Just running in the bowl.”
Our response: “That’s not an emergency. Please submit a maintenance request through the portal and we’ll have someone out tomorrow or Monday. In the meantime, you can jiggle the handle or turn off the water valve behind the toilet if the noise is bothering you.”
Why this is NOT an emergency: No property damage, not life-threatening, can wait. Outcome: Tenant submitted request through portal. Technician fixed it Monday morning. Total cost: $45 repair. Tenant understood boundary.
Scenario 3: “I have no heat!”
Time: 2:00 AM Tuesday, January (outside temp: 15°F) Tenant call: “My heat isn’t working!”
Our response: “What’s the temperature inside right now?” Tenant: “It’s 58 degrees and dropping.”
Our response: “We’ll have someone there within the hour. In the meantime, use extra blankets and close off unused rooms.”
Why this is an emergency: Life-threatening (cold weather, temperature dropping). Outcome: Technician arrived in 45 minutes, replaced furnace igniter, heat restored. Total cost: $250 emergency call-out + $80 part. Tenant grateful and safe.
Scenario 4: “My heat isn’t working!”
Time: 3:00 PM Thursday, October (outside temp: 65°F) Tenant call: “My heat isn’t working!”
Our response: “What’s the temperature inside right now?” Tenant: “It’s 68 degrees, but I wanted it warmer.”
Our response: “That’s not an emergency. Please submit a maintenance request through the portal and we’ll have someone out tomorrow. In the meantime, 68 degrees is a safe and comfortable temperature.”
Why this is NOT an emergency: Not life-threatening (temperature is safe). Outcome: Tenant submitted request. Technician came next day, found thermostat batteries dead. Total cost: $45 service call. Tenant learned to check batteries first.
Scenario 5: “My refrigerator stopped working!”
Time: 9:00 PM Sunday Tenant call: “My refrigerator isn’t cooling!”
Our response: “When did you first notice this?” Tenant: “This afternoon.”
Our response: “Is the refrigerator making any noise or is it completely silent?” Tenant: “It’s running, just not cooling.”
Our response: “Please submit a maintenance request through the portal. We’ll have someone out first thing tomorrow morning. In the meantime, move perishables to a cooler with ice or a neighbor’s fridge if possible.” Why this is NOT an emergency: Not flood, fire, or life-threatening. Inconvenient, but can wait 12 hours.
Outcome: Technician came at 8 AM Monday, found compressor failed. Replaced refrigerator same day. Total cost: $800 (would have been $800 + $200 emergency fee if we’d come Sunday night). Tenant appreciated fast response.
How to Train Your Tenants (Yes, Really)
Good tenants aren’t born. They’re trained.
Here’s how we teach tenants to respect the emergency-only rule.
Training Moment #1: Lease Signing
What we say: “Let’s talk about maintenance. We have a 24/7 emergency line for flood, fire, or life-threatening situations. Everything else goes through the tenant portal and we respond within 24 hours.
Here’s why: If everything is an emergency, nothing is an emergency. By reserving after-hours calls for true emergencies, we can respond faster when you really need us.
Make sense?”
Why this works: Sets expectation before move-in.
Training Moment #2: Move-In Walkthrough
What we do: – Show them the tenant portal on their phone – Walk through how to submit maintenance requests – Give them the emergency number and explain when to use it – Provide a printed guide with examples
Why this works: Hands-on training ensures they know how to report issues.
Training Moment #3: First Non-Emergency Call
What we say: “I understand this is frustrating, but this doesn’t qualify as an emergency. Please submit through the portal and we’ll have someone out within 24 hours. The emergency line is only for flood, fire, or life-threatening situations.”
Why this works: Immediate correction reinforces boundary.
Training Moment #4: Consistent Enforcement
What we do: – Apply the rule equally to all tenants – No exceptions (even for “good” tenants) – Charge the fee after third offense – Document all interactions
Why this works: Consistency builds respect and compliance.
The result: After 2-3 months, tenants understand the boundary and respect it.
The Bottom Line
You can’t sustain a business that requires 24/7 availability.
The math: – 24/7 on-call = burnout in 2-3 years – Burnout = poor service, staff turnover, business failure – Clear boundaries = sustainable business for 19+ years
The “Flood, Fire, or Life-Threatening” rule: – Protects your sanity and personal life Reduces after-hours calls by 90% – Improves tenant satisfaction (counterintuitively) Enables staff retention and business growth – Makes property management sustainable long-term
The reality: Tenants don’t need 24/7 access. They need clear expectations and fast response to real emergencies.
Our Track Record
At Simply Live, we’ve used the emergency-only rule for 16+ years:
Our results: – 158 properties managed – 1-2 after-hours emergency calls per week (down from 15-20) – 4.9-star Google rating – 80%+ tenant retention over 7 years – Zero staff burnout-related turnover in 3 years – Scaled from 2 employees to 8
Our secret: We protect our boundaries as fiercely as we protect our clients’ properties.
Ready to Reclaim Your Life?
If you’re drowning in after-hours calls or burning out from 24/7 availability, let’s talk. Free 20-minute consultation: We’ll discuss how to implement clear boundaries without losing good tenants.
We serve rental property owners in the Lansing tri-county area. We handle all maintenance (95% in-house) so you never have to take another midnight call.
You don’t have to be on call 24/7 to be a good landlord.
Let us handle the emergencies (the real ones) so you can have your life back.
Simply Live LLC | Lansing Tri-County Property ManagementPhone: [ (517) 258-0349] | Serving rental property owners in Michigan’s tri-county area for 19 years
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