Barking, Parking and Snarking: Managing Resident Complaints

Duration: 60 minutes

Speaker: Doug Chasick

Available On-Demand

PURCHASE OPTIONS

Individual Purchase Options
On-Demand Available On-Demand. Watch the webinar recording multiple times for 30 days.	$189
Recording Download link will be emailed for single user access with handouts. Available in 3-5 business days, after Live Event. Never Expires.	$219
Transcript (PDF) PDF transcript of webinar with handouts will be emailed. Available in 7-10 business days, after Live Event. Never Expires.	$179

Group Purchase Options
Recording With License to Share Download link will be emailed with a license to share within the organization. Available in 3-5 business days, after Live Event. Never Expires.	$899	Select

ABOUT THE EVENT

Every complaint represents a crossroads—will it lead to a damaged relationship and negative reviews, or become the foundation for stronger resident loyalty? The difference lies in your response strategy. This webinar will equip you with practical strategies to transform resident complaints from potential problems into opportunities for improved resident satisfaction and retention.

Complaints are inevitable in property management, but how you respond determines whether they become stepping stones to stronger resident relationships or catalysts for negative reviews and turnover. This webinar combines research-backed approaches with real-world examples to help you implement an effective complaint management strategy.

The most successful complaint management systems treat each complaint as valuable feedback rather than a nuisance, transforming potential conflicts into opportunities for improved service delivery and resident loyalty.

Don't let another negative review damage your property's reputation or another escalated complaint reach corporate. Master the art of complaint management and transform these challenging interactions into opportunities for exceptional service that residents rave about. Register today!

Areas Covered

The psychology of complaints
Creating an effective complaint management system
Genuine empathy and compassion
Turning complaints into opportunities
Communication techniques for difficult conversations
Accountability, responsibility and making things better
Building a genuine apology
Setting and managing expectations
Diffusing the “Blame Game.

Learning Objectives

The hidden psychology behind tenant complaints and why understanding it changes everything
A proven 3-step system for responding to complaints that defuses tension immediately
How top-performing properties track and categorize complaints to identify systemic issues before they escalate
Communication techniques that transform angry residents into property advocates
Legal considerations that protect you and your property while resolving issues
The "Service Recovery Paradox"—how excellent complaint handling creates stronger loyalty than if no problem had occurred.

Who Should Attend

Community Manager/Director, Multi-site Manager (Area, Regional), Leasing Professionals, Training and HR Professionals.

Handouts & Reference Material

A PDF copy of the presentation will be available for download

Speaker(s)

Doug Chasick

Doug Chasick, CPM®, CAPS, Adv. RAM, SLE, That Fair Housing Guy™, is the former President of the Fair Housing Institute, Inc. With more than 46 years of investment real estate experience, he began as the Resident Manager of a 524-unit apartment property and has been the President or CEO of five real estate companies, responsible for portfolios of over 28,000 apartments. Doug was awarded his CPM® in 1979 and was a member of the IREM National Faculty for eight years. A Senior Instructor member of the NAAEI Faculty, he leads the Advanced Facilitator Training course, is the co-author of “Outstanding Facilitation Techniques”, and a co-author of the joint IREM & NAAEI “Fair Housing and Beyond” course. He is a licensed Real Estate Broker in Florida, a licensed Expert Fair Housing Instructor in the Commonwealth of Virginia, and the recipient of the NAAEI Apartment Career & Education award.

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