As property management staffing specialists, we understand the importance of properly handling residents’ complaints to help build trust and resolve issues. However, when residents are upset, you may be tempted to be reactive rather than proactive. Therefore, it’s important you’re prepared in advance for peacefully handling problems. Follow these tips when calming down angry residents.

Have the Proper Training

Ensure you participate in ongoing training for properly handling apartment residents’ issues. Because every set of circumstances is unique, you want to be as prepared as possible for any situation. The acronym ROSE (Respect, Objectivity, Stance, Efficiency) may help you remember a few ways of dealing with residents. Always respect the resident, since it’s their behavior and not them that you disapprove of. Remain objective when talking with the resident so you can determine what facts and opinions are contributing to the issue. Ensure your physical and verbal stance is calm and open so you gain the resident’s trust and can more effectively reach a solution. Efficiently handle the situation by obtaining the information you need, responding according to property management policies.

Listen and Respond

Listen and respond to what is upsetting your resident. Let them finish talking before you reflect on what was said. Ensure you have all the details straight so you can discuss the issue and find a solution. Use calming words such as “can,” “will,” and “do” as you both work toward a positive resolution. Show you’re on the resident’s side and want to help them. By connecting with your resident and meeting their needs, you’ll be able to solve the problem more efficiently.

Keep a Record

Keep a written record of every problem your apartment or property resident complains about so they can be handled efficiently and effectively. For example, if a resident has maintenance problems, have a resolution system that includes how to issue a request, in what time frame the problem should be fixed and what to do in case of an emergency. Ensure your maintenance professional handles issues in order of priority. Keep residents informed on when they can expect their problem to be resolved. Be sure you follow up in a few days to see that the issue has been fixed. This shows you care about your residents’ well-being.

Compromise

After resolving issues with upset residents, make sure everyone feels as though they won in some way. After discussing the problem, ask the resident what they see as a fair solution. Negotiate with them until you both get part of what you want while adhering to property management policies. You want the resident to be satisfied, but you have to be happy with the result as well. Ensure that the resident and you follow through on your roles for carrying out the agreement.

Work With a Top Property Management Staffing Agency

Follow these tips for calming down angry apartment and property residents. For assistance with finding workers for your property management company, get in touch with the property management staffing experts at NPM Staffing today!

 

About NPM Property Management Staffing

Property management staffing isn’t just what we do, it’s all we do! Exclusively serving the property management industry, we recruit apartment leasing consultants and maintenance technicians in San Diego, Orange County, the Inland Empire, Los Angeles, San Jose, and Phoenix. Contact our apartment staffing and property management recruiters today!