This is the fourth post in a series of monthly posts called Manager's Wisdom - a compilation of ideas and thoughts from Campbell's best and most experienced managers on specific topics.
We asked our managers - What is the key to dealing with angry residents?
This was the consensus:
- Stay Calm. Don't take it personally. Don't get upset, or you will never help them solve their problem.
- Listen. When someone is upset, they need to know that they are being heard. Let them be heard.
- Understand. If possible, try to really understand the problem by asking questions. This helps them know they are being heard. It might also lead to a solution.
- Confirm. Tell them your understanding of the problem and what you plan to do about it. If you can resolve it immediately, that is great. Otherwise, go to step 5.
- Follow-up. Tell them when you are going to get back to them and do it. Make sure they are satisfied, if at all possible. If they declare they are satisfied at the end, then you have done a great job.
Dealing with upset owners and residents can be one of the most challenging parts of property management. Your home is your castle. When you have a problem with your home, it's not unreasonable to expect that people may get upset and emotional. Follow the steps above and you might be able to resolve their issue and allow them to become a happy homeowner once again!
If it seems like the people you are dealing with will never be happy or that they are simply chronic complainers, click here for more information on how to further handle the situation.
Have you ever had to deal with an angry resident or residents? How did you handle the situation? Let us know in the comment section below.