We can only do our best to create a perfect rental experience but not always do things go as planned. Residents will eventually be angry or frustrated in some situations and that’s unavoidable. There are many things that can go wrong for example disputes between neighbors, something broken in the house, a disturbing neighbor, or some misunderstandings, etc.
The reason matters, but not when it comes to your job as a housing agent. Housing agents and maintenance teams have the responsibility of handling angry residents and solving their disputes or problems. It can be difficult to handle angry residents, but eventually, you will have to do it, and delaying the matter can only make things worse. To help you avoid such situations and handle your angry residents properly, here are 5 tips:
1. Listen and be attentive
It’s obvious that you will have to listen to your residents to understand the situation well and come up with a solution. When angry residents come to your office with their problems, they expect you to fix them. More than that, they want you to also listen to them carefully and try to understand them from their perspective. Hence, it’s important for the residents to understand that you are listening to them and their concerns, and more importantly that you are attentive.
2. Avoid denying facts
Denying facts on the spot will only flare the fire and you might end up in a heated argument, a situation worse than before. Remember that your job is to stay unbiased, and solve the problem, not take it forward. You don’t have to come up with solutions on the spot. Make the tenant understand that you have clearly understood their problem and point of view. And you will try to fix it. Unless, of course, there are some things that require urgent action, such as a neighbor doing unlawful activities or disturbing everyone in the area at night, or an urgent repair is needed.
3. Stay professional
Although from time to time our jobs require us to sympathize, it’s critically important to stay professionals in such situations and avoid any personal connections to cloud your decision.
No matter how angry the residents are, you must make sure to keep your calm at all times and not behave inappropriately, as it would harm the image of your agency and might have some inevitable consequences.
4. Don’t make false promises
As a housing agent, you need to be aware of all the do’s and don’ts. You wouldn’t want to promise something that you can’t fulfill or do something against the law.
5. Communicate well
The residents will calm down quickly and explain things with an open mind instead of yelling, if you communicate in a good and proper tone, and do not get frustrated back at them. Make sure you do not sound uninterested and frustrated.
Final Words
Housing agents need to make sure that they are staying compliant with the laws and housing policies at all times. Ensure you are not saying yes to a certain complaint that is not actually a violation of law, policies, or the contract.
For example, if the policy and agreement allow a tenant to have guests during the day but the neighbor is not happy and angry about it. It’s important to not entertain such complaints. And handle them by explaining the laws carefully.
