Unfortunately, the following scenario is not fat fetched. Without any prior notice, a tenant bursts into your office furious and without waiting for an invitation complains about the neighbor’s baby who won’t stop crying. The tenant demands that you take care of it immediately. You, who have no idea what you can do about it, can only nod. The next day, the tenant calls and threatens to sue you because you are not addressing the matter. There is no doubt that an integral part of our job is to respond to the tenants’ issues. However, we may often face unreasonable, not to mention ridiculous, demands. Dealing with difficult tenants requires unique skills. These are some tips that will allow you to get through the next conflict unscathed.
Express your care in actions
Sometimes, in order to make people feel that their words have value, it is important not only to say it, but to express it in actions. These are some simple actions that will allow the tenants you handle to feel they matter.
Get up and greet them when they enter the office. Paying active attention will lay the foundations for more moderate communication.
- If there are papers or documents on the table, put them aside to give the people in front of you the feeling that your attention is devoted only to them.
- It is recommended to sit next to the tenants and not in front of them to give them the feeling that you are on their side.
- You should avoid folding your hands. Place your hands on the table to convey openness.
Don’t take anything personally
Unfortunately, anger and aggression are contagious. This is not the time to get defensive and attack back. It is important to remember that this anger is not necessarily directed at you. Put yourself in the other person’s shoes and keep a calm demeanor.
Don’t be judgmental
You probably already have a strong opinion about your tenants. Most likely, this perception of theirs will guide you throughout the dialogue between you. Adopting a different point of view than the one you’ve adopted until now and putting your emotions aside will allow you to maintain control of the conversation and deal better with difficult people.
Adopt a new attitude
Even if the tenant’s complaints can sound preposterous and even upsetting, it is important to remember an essential point – this person contacted us to get help. The tenant’s personality has nothing to do with this fact. The more we manage to keep this fact in mind, the easier it will be for us to deal with the situation. It is important that you give the tenants the feeling that you are on their side and that you intend to do everything possible to ensure that their living experience is pleasant. However, it is important to reflect to them the limits of your abilities.
Apply a friendly tone
A kind tone and pleasant voice are the best tools at your disposal to disarm an angry tenant. It always helps to imagine the tenant in front of you as a person dear to you and to demonstrate active listening. We often find that the very space we created for the tenant to express themselves freely and let off some steam can make all the difference.
Speak in a manner that promotes fruitful discourse
Speak honestly and directly. Sentences like “You are a good tenant, and I am happy to cooperate with you”, can break the ice and open the discussion between you on more stable ground. Aside from choosing the right words, you should also choose the right tone. Speak slowly and keep the volume low. This is an important strategy when talking to a frustrated or angry person.
Do you have bad news? Deliver them wisely
The way you approach difficult and complex issues can neutralize charged situations. If you think your tenant has a hot temper, you should think about how to deliver bad news in a way that will be received as well as possible.
Deliver your policy in an unequivocal manner
Don’t just hand the tenant a document detailing your policy. Open the document and read it aloud. Allow the tenant to ask questions and make sure everything is understood. This conversation will allow you to make sure that there is no room for ambiguity.
Nip potential conflicts in the bud
There is no need to wait for a confrontation to avoid conflicts. With proper planning in advance, it is possible to stop in advance what may later turn into unnecessary heartache for all parties.
Make time in your daily routine for communication with the tenant
A sense of urgency and lack of time may give tenants the feeling that you are looking down on them. It is important to set aside time for regular communication and give them your full attention.
Don’t commit to something you can’t keep
It is important that you do not promise tenants anything if you are not absolutely sure that you will be able to deliver. Whether it’s problem solving, refunds, or even your time, breaking a promise like this can damage your credibility and cause unnecessary escalation.
Remember: managing the relationship with the tenant is your responsibility
Property management is the main aspect of your responsibility. However, it is equally important to maintain good relationships with your tenants. There is no doubt that many landlords choose to use a third-party solution to manage communications with tenants. However, outsourcing your issues with the tenant will only help to a certain extent. Ultimately, only establishing a relationship based on trust, respect and patience will allow you to have healthy communication with a problematic tenant.
Maintain flexibility in procedures
It is true that you cannot go against state laws or your organization’s policy. However, you have quite a bit of wiggle room. Often, we may automatically say “no” before considering what we can do. Creative thinking can do wonders in our dealings with tenants. While rules are essential to keeping your workflows organized, it’s important to keep an open mind. Being willing to be flexible in your policy will allow you to maintain good relations with tenants and ensure peace of mind and long-term leases. This could be something like switching to paying rent electronically or agreeing to allow small pets that do not damage the property. The most important thing is to exercise proper judgment.
Maintain consistency
Do not discriminate among the tenants. Make sure everyone gets the same treatment from you.
Give the tenant a chance to withdraw
We all may sometimes do or say things that we regret. It is important that we give the tenants the breathing space to think about their behavior and allow them to maintain their dignity.
Document every communication with the tenant
It is important that we constantly reflect the face of things to the tenant. It is recommended to send the tenant a written summary of your conversations concluding all your understandings. This simple strategy will keep things clear and unambiguous.
Intelligent and sensitive management of your communication with tenants and service providers will allow you to avoid unnecessary complications and manage your properties with peace of mind. As you adopt a more open approach, you will find that your respectful attitude and patience pay off in the end.
