It’s 10:30 PM on a Friday night.
You’re finally sitting down to watch a movie with your family after a long week. Your phone rings. It’s the emergency line.
Your heart races. What’s wrong? Burst pipe? Fire? Someone hurt?
You answer.
“Hi, my garbage disposal is making a weird noise. Can you come fix it?”
You take a deep breath. “Is it leaking or smoking?”
“No, it just sounds weird when I turn it on.”
“Is it still working?”
“Yeah, but the noise is annoying.”
This is not an emergency. This could have waited until Monday morning. But your Friday night is already ruined — you’re frustrated, your family is disappointed, and the tenant genuinely doesn’t understand why you’re annoyed.
The problem isn’t the tenant. The problem is they were never taught what qualifies as urgent.
After 19 years managing 158 properties in the Lansing area, I’ve learned this truth: Good tenants aren’t born. They’re trained.
Most landlords assume tenants know the difference between an emergency and an inconvenience. They don’t. And why would they? Nobody taught them.
In this post, I’ll show you exactly how we train tenants to distinguish urgent from nonurgent issues — and how this single skill has reduced our after-hours calls by 90% while improving tenant satisfaction.
The Real Problem: Tenants Don’t Know What You Know
Here’s what you need to understand: Your tenants aren’t trying to ruin your evening. They genuinely believe their issue is urgent.
Why Tenants Think Everything Is Urgent
Reason #1: It’s urgent to them
When you’re living in the property, every inconvenience feels significant: – The dripping faucet keeping them awake – The garbage disposal that won’t grind their dinner scraps The thermostat that won’t go above 70°F (even though it’s 65°F outside) – The running toilet that’s “wasting water”
To them, these are real problems affecting their daily life. They’re not being difficult they’re being human.
Reason #2: They don’t understand property damage
Most tenants have never owned property. They don’t know: – The difference between a drip and a flood – When a leak becomes structural damage – What “life-threatening” actually means – How much emergency service costs
Reason #3: Their last landlord had no boundaries
If their previous landlord came out at midnight for every issue, that’s their baseline expectation. They think that’s normal.
Reason #4: They’re afraid of being blamed
Some tenants call immediately because they’re worried: – “If I don’t report it right away, will they blame me?” – “Will this get worse if I wait?” – “Am I responsible if I don’t call?”
The reality: None of these are malicious. They’re just uninformed.
The Cost of Not Training Your Tenants
What happens when tenants don’t know what’s urgent:
For you: – 10-20 after-hours calls per week (mostly non-emergencies) – Constant interruptions (family time, sleep, weekends) – Growing resentment toward tenants and properties – Burnout within 2-3 years – Can’t scale (you’re always on call) For your tenants: – Confusion about when to call – Anxiety about “doing the wrong thing” – Frustration when you’re annoyed at their call – Feeling like they’re bothering you – Unclear expectations
For your business: – Staff turnover (nobody wants 24/7 on-call) – Expensive emergency service fees (for non-emergencies) – Poor tenant relationships (mutual frustration) – Bad reviews (“They were rude when I called about my toilet”) – Can’t grow (chaos doesn’t scale)
The solution: Teach your tenants what’s urgent. It takes 30 minutes upfront and saves hundreds of hours over the lease term.
The Training Framework: 4 Moments to Educate Tenants
Here’s exactly how we train every tenant to distinguish urgent from non-urgent issues.
Training Moment #1: Lease Signing (Set the Foundation)
When: During lease signing, before they move in What we say:
“Let’s talk about maintenance for a minute. We want to make sure you’re comfortable and safe, so here’s how our system works.
We have a 24/7 emergency line for three situations only: flood, fire, or life-threatening. That means active water damage, fire or gas leak, no heat in winter, or a security issue like a broken lock.
For everything else — and I mean everything else — you’ll submit a request through your tenant portal, and we’ll respond within 24 hours during business hours.
Here’s why we do it this way: If everything is an emergency, nothing is an emergency. By saving after-hours calls for true emergencies, we can respond faster when you really need us.
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.
Make sense?” Why this works: – Sets clear expectations before move-in – Explains the “why” (faster response to real emergencies) – States the consequence ($150 fee) – Invites questions (removes confusion) – Gets verbal agreement
What to include in the lease:
“EMERGENCY MAINTENANCE is defined as flood, fire, or life-threatening situations only. 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 – No A/C when inside temperature exceeds 90°F (with elderly or children present) – Security issue (broken entry locks, broken windows)
Non-emergency maintenance 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 $150 service charge.”
Training Moment #2: Move-In Walkthrough (Show Them How)
When: During move-in walkthrough, in the property What we do:
Step 1: Show them the tenant portal on their phone – Download the app together Log in with their credentials – Walk through how to submit a maintenance request Show them where to add photos and descriptions
Step 2: Give them the emergency number – Save it in their phone as “Emergency Maintenance” – Explain when to use it (flood, fire, life-threatening only) – Show them where it’s posted in the property
Step 3: Walk through common scenarios “Let me give you some examples so you know what to do:
Emergency — Call the 24/7 line: – Your toilet is overflowing and water is flooding the bathroom – You smell gas – Your heat stops working in January – Your front door lock breaks and you can’t secure the property
Not an emergency — Submit through the portal: – Your toilet is running but not overflowing – Your garbage disposal is jammed – Your dishwasher stops working – A lightbulb burns out – Your thermostat isn’t working but the temperature is still comfortable See the difference? Emergency means property damage, safety risk, or you can’t live here safely. Everything else can wait until business hours.”
Step 4: Give them a printed guide We provide a one-page handout with: – Emergency line number – Portal login instructions – Clear examples of emergency vs. non-emergency – Troubleshooting tips for common issues – Response time expectations
Why this works: – Hands-on training (they actually use the portal) – Visual learning (they see how it works) – Specific examples (removes ambiguity) – Reference material (they can check later)
Training Moment #3: First Non-Emergency Call (Immediate Correction)
When: The first time they call the emergency line for a non-emergency What we say:
“Hi [tenant name], I understand this is frustrating, but this doesn’t qualify as an emergency under our policy. A [running toilet/jammed disposal/etc.] isn’t causing property damage or a safety risk.
Please submit this through your tenant portal and we’ll have someone out within 24 hours during business hours. Do you remember how to access the portal? I can walk you through it if you need help.
The emergency line is reserved for flood, fire, or life-threatening situations only. That way we can respond immediately when you really need us.
Does that make sense?”
If they push back:
“I can send someone out tonight, but per your lease agreement, there will be a $150 service charge for non-emergency use of the emergency line. Or you can submit through the portal and we’ll handle it tomorrow at no charge. Which would you prefer?”
Why this works: – Immediate correction (reinforces boundary) – Educational tone (not punitive) – Offers help (portal walkthrough if needed) – Restates the “why” (faster response to real emergencies) – Gives choice (empowers tenant)
Critical: This is a teaching moment, not a punishment. Your tone should be patient and helpful, not frustrated or annoyed. Training Moment #4: Consistent Reinforcement (Build the Habit)
When: Every interaction, consistently What we do:
For non-emergency portal requests: – Respond quickly (<24 hours) – Thank them for using the portal – Provide clear communication about scheduling
Example response: “Thanks for submitting this through the portal! We’ll have someone out tomorrow between 10 AM and 2 PM to fix your garbage disposal. You’ll get a text 30 minutes before arrival. Let us know if you have any questions.”
For emergency calls that ARE emergencies: – Respond immediately – Thank them for calling – Reinforce that they did the right thing
Example response: “We’ll have someone there in 30 minutes. Thank you for calling right away — this is exactly what the emergency line is for. In the meantime, turn off the water valve under the sink to stop the leak.”
For repeat non-emergency calls:
Second offense: “Hi [tenant name], this is the second time you’ve called the emergency line for a non-emergency. As stated in your lease, the emergency line is for flood, fire, or life-threatening situations only. The next non-emergency call will result in a $150 service charge. Please submit this through the portal.”
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: – Positive reinforcement (thank them for correct behavior) – Consistent enforcement (no exceptions) – Progressive consequences (warning, reminder, fee) Clear communication (they always know what to expect)
The result: After 2-3 months, 95% of tenants understand the system and use it correctly.
The Decision Tree: Teaching Tenants to Self-Assess
Give your tenants this simple framework to decide whether to call the emergency line or submit through the portal. The 3-Question Emergency Test
Teach your tenants to ask themselves three questions:
Question 1: Is there active property damage happening right now? – Water flooding the floor? → Emergency – Water dripping slowly? → Not emergency – Roof leaking during rainstorm? → Emergency
- Roof stain (not actively leaking)? → Not emergency
Question 2: Is there a safety or security risk? – Smell gas? → Emergency – Front door lock broken? → Emergency – Electrical sparking? → Emergency – Lightbulb burned out? → Not emergency – Window screen torn? → Not emergency
Question 3: Is the property unlivable right now? – No heat in January (inside temp below 55°F)? → Emergency – No A/C in July (inside temp above 90°F with elderly/ children)? → Emergency – Thermostat not working but temperature comfortable? → Not emergency – Dishwasher not working? → Not emergency (inconvenient, not unlivable)
If the answer to ALL THREE questions is “no,” it’s not an emergency.
Common Scenarios: Emergency or Not?
Give your tenants this cheat sheet:
EMERGENCY — Call 24/7 line: – Toilet overflowing (water on floor) – Burst pipe (water spraying) – Sewage backup (sewage in living space) – Gas leak (smell of gas) Electrical sparking or burning smell – Fire or smoke – No heat (winter, inside temp below 55°F) – No A/C (summer, inside temp above 90°F, vulnerable occupants) – Broken entry door lock (can’t secure property) – Broken window (security risk) – Water heater leaking (flooding)
NOT EMERGENCY — Submit through portal: – Toilet running (not overflowing) – Slow drain – Dripping faucet – Garbage disposal jammed – Dishwasher not working Refrigerator making noise (but still cooling) – One outlet not working – Lightbulb burned out – Thermostat not working (temperature still comfortable) – Minor leak (drip, not flood) – Appliance stopped working (not leaking/sparking) – Cosmetic issues – Noise complaints – Neighbor disputes – Internet/cable problems
When in doubt: Submit through the portal. If it’s truly urgent, we’ll escalate immediately. Real-World Training Examples: What to Say
Here are word-for-word scripts for training tenants in common situations.
Example 1: Running Toilet (Not Emergency)
Tenant calls at 11 PM: “My toilet won’t stop running.”
Your response: “I understand that’s annoying. Is water overflowing onto the floor or just running in the bowl?” Tenant: “Just running in the bowl.”
Your response: “Okay, that’s not an emergency since there’s no property damage. Please submit a maintenance request through your portal and we’ll have someone out tomorrow or Monday.
In the meantime, if the noise is bothering you, you can either jiggle the handle to make it stop, or turn off the water valve behind the toilet. There’s a small oval knob — turn it clockwise to shut off the water.
Does that help?” Why this works: – Asks clarifying questions (overflow vs. running) – Explains why it’s not an emergency (no damage) – Provides immediate solution (jiggle handle, shut off valve) – Directs to proper channel (portal) – Helpful tone (not annoyed)
Example 2: No Heat (IS Emergency in Winter)
Tenant calls at 2 AM in January: “My heat isn’t working.”
Your response: “What’s the temperature inside right now?” Tenant: “It’s 58 degrees and dropping.”
Your response: “Okay, we’ll have someone there within the hour. This is exactly what the emergency line is for. Thank you for calling right away.
In the meantime, use extra blankets, close off unused rooms to keep the heat in your bedroom, and if you have a space heater, you can use that temporarily.
We’ll text you when the technician is on the way.” Why this works: – Responds immediately (true emergency) – Thanks them for calling (positive reinforcement) – Provides temporary solutions (blankets, close rooms) – Sets expectation (within the hour, text notification)
Example 3: Garbage Disposal Jammed (Not Emergency)
Tenant calls at 9 PM: “My garbage disposal is jammed and won’t turn on.” Your response: “Is it leaking, smoking, or sparking?”
Tenant: “No, it just won’t turn on.”
Your response: “That’s not an emergency since there’s no safety risk. Please submit a request through the portal and we’ll have someone out tomorrow.
In the meantime, you can try this: Look under the sink for a red reset button on the bottom of the disposal. Press it. Then try running the disposal again. Sometimes that fixes it.
If that doesn’t work, just avoid using the disposal until we can get someone out. You can throw food scraps in the trash for now.
Sound good?”
Why this works: – Asks about safety (leaking, smoking, sparking) – Explains why it’s not an emergency (no risk) – Provides DIY solution (reset button) – Offers workaround (use trash) – Helpful and patient tone
Example 4: Dishwasher Not Working (Not Emergency)
Tenant calls at 10:30 PM: “My dishwasher won’t start and I have a sink full of dirty dishes!”
Your response: “I understand that’s frustrating. Is the dishwasher leaking water?” Tenant: “No, it just won’t turn on.”
Your response: “Okay, that’s not an emergency since there’s no property damage. Please submit a maintenance request through the portal and we’ll have someone out within 24 hours.
I know it’s inconvenient, but you can hand-wash dishes for a day or two. We’ll get it fixed as soon as possible during business hours.
Does that work?” Why this works: – Validates frustration (empathy) – Asks about damage (leaking) Explains why it’s not an emergency – Acknowledges inconvenience – Provides workaround (hand-wash)
Example 5: Dripping Faucet (Not Emergency)
Tenant calls at midnight: “My bathroom faucet is dripping and I can’t sleep.”
Your response: “I understand that’s annoying. Is it a slow drip or is water spraying everywhere?” Tenant: “Just a slow drip.”
Your response: “That’s not an emergency since there’s no property damage. Please submit a request through the portal and we’ll have someone out tomorrow or Monday. In the meantime, you can put a towel in the sink to muffle the sound, or close the bathroom door so you can’t hear it.
We’ll get it fixed as soon as possible.”
Why this works: – Validates annoyance – Clarifies severity (drip vs. spray) – Explains why it’s not an emergency – Offers immediate solutions (towel, close door) – Commits to fixing it soon
The Surprising Benefits of Training Your Tenants
When I first started training tenants, I worried it would make me seem difficult or unresponsive. The opposite happened.
Benefit #1: Tenants Feel More Confident
Before training: – Tenants were anxious about when to call – Afraid of “doing the wrong thing” – Unclear about expectations – Felt like they were bothering us After training: – Tenants know exactly when to call – Confident in their decisions – Clear expectations – Feel supported and informed The result: Tenant satisfaction increased. They appreciate the clarity.
Benefit #2: Better Tenant-Landlord Relationship
Before training: – Mutual frustration (tenants felt dismissed, we felt interrupted) Tension during interactions – Tenants thought we didn’t care – We thought tenants were demanding
After training: – Mutual respect (clear boundaries) – Positive interactions – Tenants feel heard and educated – We feel respected
The result: Our Google rating is 4.9 stars. Tenants specifically mention our clear communication and responsiveness.
Benefit #3: Massive Reduction in After-Hours Calls
The numbers: – Before training: 15-20 after-hours calls per week (mostly nonemergencies) – After training: 1-2 after-hours calls per week (true emergencies only) That’s a 90% reduction
What this means: – Staff can sleep through the night – On-call rotation is manageable Weekends and evenings are protected – Emergency response is faster (not overwhelmed by non-emergencies)
Benefit #4: Lower Maintenance Costs
Before training: – Emergency call-out fees for non-emergencies ($150-250 per call) Rushed repairs (more expensive, lower quality) – Repeat issues (band-aid fixes)
After training: – Repairs done during business hours (no emergency fees) – Proper diagnosis and repair (right parts, right tools) – Fewer repeat issues (quality work)
Example: – Before: 15 non-emergency after-hours calls per month × $150 = $2,250/ month wasted – After: 1-2 true emergency calls per month × $150 = $150-300/month Savings: ~$2,000/month = $24,000/year
Benefit #5: Ability to Scale
You can’t scale chaos.
Before training: – Every tenant had different expectations – Staff couldn’t make decisions (unclear what’s urgent) – I was the bottleneck (only I knew what was “really” urgent) – Growth was limited
After training: – Every tenant has the same clear expectations – Staff can make decisions (clear criteria) – System is repeatable and scalable – Growth is unlimited The result: We’ve grown from 40 properties to 158 properties without increasing after-hours workload.
How to Handle Tenants Who Still Don’t Get It
Even with great training, some tenants will still call the emergency line for nonemergencies. Here’s how to handle them.
The Chronic Non-Emergency Caller
Profile: Calls the emergency line 3+ times for non-emergencies despite training and warnings.
What to do:
Step 1: Document everything – Date, time, and nature of each call – Your response each time – Whether you charged the fee Step 2: Send a written notice “Dear [Tenant Name], This letter is to remind you of our emergency maintenance policy as outlined in your lease agreement.
Our 24/7 emergency line is reserved for flood, fire, or life-threatening situations only. Non-emergency maintenance requests must be submitted through the tenant portal. You have called the emergency line for non-emergency issues on the following dates: [Date 1]: [Issue] – [Date 2]: [Issue]
- [Date 3]: [Issue] Each time, you were reminded of our policy. Going forward, any non-emergency use of the emergency line will result in a $150 service charge as outlined in your lease.
For non-emergency maintenance, please use the tenant portal or call during business hours (Monday-Friday, 8 AM – 5 PM).
Thank you for your cooperation.”
Step 3: Enforce the fee The next non-emergency call results in a $150 charge added to their account. Step 4: Consider non-renewal If the behavior continues despite fees and warnings, this tenant may not be a good fit. Consider non-renewal at lease end.
The “Everything Is an Emergency” Tenant
Profile: Genuinely believes every issue is urgent, anxious personality. What to do:
Extra training: – Walk them through the 3-Question Test again – Give them specific examples relevant to their calls – Offer to talk through their decision-making process
Example: “I notice you’ve called a few times for issues that weren’t emergencies. I want to make sure you feel supported, so let’s talk through how to decide when to call.
Ask yourself: Is there property damage happening right now? Is there a safety risk? Is the property unlivable?
For example, when your dishwasher stopped working, was there property damage? No. Safety risk? No. Unlivable? No — you can hand-wash dishes.
Does that help clarify?”
Reassurance: “I promise we’ll respond within 24 hours to anything you submit through the portal. You won’t be ignored. And if something you submit turns out to be urgent, we’ll escalate it immediately.”
The “My Last Landlord Did It” Tenant
Profile: Compares you to their previous landlord who had no boundaries. What to do:
Acknowledge and redirect: “I understand your last landlord had a different policy. Our policy is clearly outlined in your lease and allows us to respond faster to true emergencies.
We respond to all non-emergency requests within 24 hours, which is faster than most property management companies. And when you have a real emergency, we’ll be there within an hour — because we’re not exhausted from handling non-emergencies all night.
This system works better for everyone.” Stand firm: Don’t apologize for your boundaries. They’re professional and reasonable.
The Training Tools: What to Give Your Tenants
Here are the specific materials we provide to every tenant.
Tool #1: One-Page Emergency Guide
What to include: – Emergency line number (large, bold) – Clear definition: “Flood, Fire, or Life-Threatening Only” – 5-7 examples of emergencies – 5-7 examples of nonemergencies – Portal login instructions – Response time expectations – Troubleshooting tips for common issues
Where to provide it: – At lease signing – At move-in walkthrough – Posted inside property (near water heater, inside cabinet) – Digital copy emailed after move-in
Tool #2: Maintenance Request Portal Tutorial
What to include: – Step-by-step screenshots – How to submit a request – How to add photos – How to check status – How to communicate with technician
Where to provide it: – Walk through during move-in – Email tutorial after move-in Video tutorial link in welcome email
Tool #3: Common Issues Troubleshooting Guide
What to include: – Garbage disposal jammed → Reset button location – Toilet running → Jiggle handle, shut off valve – Thermostat not working → Check batteries, check settings – Tripped breaker → Breaker box location, how to reset – Clogged drain → Don’t use chemicals, submit request
Where to provide it: – Printed guide at move-in – Posted inside property – Available on tenant portal
Tool #4: Lease Language
What to include: – Clear definition of emergency – Specific examples – Non-emergency process – Response time commitments – Consequence for misuse ($150 fee)
Where to include it: – Maintenance section of lease – Reviewed verbally at signing The Bottom Line
Your tenants aren’t trying to ruin your life. They just don’t know what you know. The solution: Teach them.
The 4 training moments:
1. Lease signing (set foundation)
2. Move-in walkthrough (show them how)
3. First non-emergency call (immediate correction)
4. Consistent reinforcement (build the habit)
The result: – 90% reduction in after-hours calls – Better tenant relationships – Lower maintenance costs – Ability to scale – Your life back The reality: Training tenants takes 30 minutes upfront and saves hundreds of hours over the lease term.
Our Track Record
At Simply Live, we’ve trained hundreds of tenants over 19 years:
Our results: – 1-2 after-hours emergency calls per week (down from 15-20) – 4.9-star Google rating – 80%+ tenant retention over 7 years – 95% of tenants use the system correctly after 2-3 months – Zero staff burnout from after-hours calls Our secret: We treat tenant training as seriously as tenant screening.
Ready to Stop Taking Midnight Calls for Non-Emergencies?
If you’re exhausted from after-hours calls that could have waited, let’s talk.
Free 20-minute consultation: We’ll discuss how to train your tenants without losing good renters.
We serve rental property owners in the Lansing tri-county area. Our tenants are trained from day one, so you never have to take another midnight call for a running toilet. Good tenants aren’t born. They’re trained.
Let us show you how. 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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