Across the nation we are collectively known as property managers โ but we should be more aptly known as people managers or relationship managers. Properties donโt complain, get angry or fail to follow through on requests, but tenants and landlords sometimes do.
Managing difficult clients is all about understanding relationships, and peopleโs emotions and behaviours. More often than not, an angry outburst is not a personal attack on your ability as property manager but stems from the tenant or landlordโs own fear, concern or frustration.
As property managers we need to understand the needs of our clients. Landlords want their property cared for and feel like they are receiving a maximum return on their investment, with all their needs, worries and concerns taken care of. Tenants want to feel respected, that we care and act promptly on their requests.
Get that right and we will have fewer difficult tenants and landlords.
Dealing with difficult clients is about defusing the situation, putting yourself in their shoes, moderating your voice, learning the art of truly listening, having empathy, caring about them, reassuring them that the matter is important and that you are going to work towards a solution to ensure all parties are happy.
One of my favourite books is Men are from Mars and Women are from Venus. It may not sound like a business learning book, but it really helped me in managing relationships on all levels, whether it be personal or professional.
The majority of landlords and tenants consider property managers rude, and as an industry we need to turn this around.
Managing a personal relationship is no different from managing business relationships. It is all about managing the needs and wants of the people we connect with to achieve the desired outcome of making the other party feel valued and important.
Often when we are faced with a difficult client it is not about us, or what we have done or not done, but how they are feeling at the time. Donโt take it personally, but learn ways of turning the situation around.
Following are a few scripts and phrases to use when dealing with a difficult tenant or landlord:
- โThank you for drawing this to my attentionโ or โI apologise that you have had to raise this matter with meโ
- โI would feel the sameโ or โI would be annoyed as wellโ
- โI understand your concernsโ
- โI will look into the matter as a priority and get back to youโ or โI will resolve this for you and let you knowโ
- โThis is an important matterโ or โI will make this a priority to take action and resolve the matterโ
Turning a difficult tenant or landlordโs perception around is about CARE โ โClients Are Really Everythingโ โ or the hospitality rule โClients are always rightโ. Yes, they may not be right, but the win/win is to make them feel you care.
The majority of landlords and tenants consider property managers rude, and as an industry, we need to turn this around. Caring about your clients is the simplest tip to define your agency from your competitors.
If you have effectively communicated with the tenant or landlord and they are still being difficult, you could use the following close statements:
6. โWhat would you like me to do?โ or โWhat can I do to make you happy?โ or โWhat would you like us to do, while being fair to all parties, to resolve the matter for you?โ
If you look at every conversation with a mindset of โThis is a secret survey challenge to see if I can turn this situation around to produce a happy clientโ, I guarantee your communication perception will change.
Of course, much more than a few scripts and dialogues is needed to manage difficult tenants and landlords. However, this should get you started on how to communicate more effectively, defuse the situation and create win/win outcomes.