In the property management industry, unpreventable and unpredictable situations will arise causing a tenant to become upset or dissatisfied with their rental property. Should your resident experience a problem, these steps will help you solve their issue in a professional and helpful manor.
Listen and Affirm
The most important step in dealing with an upset or angry resident will be to carefully listen to their concerns and communicate clearly. A positive attitude and a good customer service demeanor can put your tenant at ease. Make sure you document the problem and repeat it back to them. This demonstrates awareness and attentiveness to the issue at hand. If a resident states: “You’re not understanding me,” or “That’s not the problem!” calmly ask them to clarify the issue. Talk slowly and keep eye contact. Do not become upset or display annoyance. This will only further aggravate the situation.
Empathize
Empathy goes a long way with an angry resident and can create trust. Use helpful statements that affirm your commitment to solving their issue. Use “we” or “us” pronouns to indicate you’re working with the tenant to find a solution and not against him/her.
Provide a Solution
The sooner you can provide a solution, the happier your tenant will be with the outcome of a bad situation. Remember to work together with the tenant to provide a solution. Do not leave them out of the loop. He/she should feel involved. Make sure you also provide “preventative” solutions. In others, implement a solution that guarantees the problem should not arise again.
Stick to Your Word
Don’t make promises you can’t keep. If you promise a tenant the issue or problem will be fixed by a certain date, stick to your word. You cannot foster a positive and trusting relationship with an upset tenant by dealing out false promises or white lies. This will only make them understandably more agitated. If a third party, such as a plumber or pest control personal, do not show up for an appointment or fix the problem on time, immediately communicate the situation to your resident.
