How to improve the way you handle difficult tenant situations

Published: 16 March 2007.

Wouldn?t it be wonderful if every tenant and landlord wore a happy smile, agreed with everything we had to say and never complained about our service? The reality in Property Management is, we are dealing with people and their emotions, and sometimes things can go wrong and sometimes people can complain about our service.

Managing clients can be frustrating and demanding on our time, sanity and stress levels. We can often become so consumed in our daily processes and take the approach of ?Clients are an interruption to our business? rather than; ?They are the reason we have a business?. They hassle us about maintenance, they get irate over small niggly issues, we have to constantly explain ourselves, they interrupt us when we are trying to work and they can be rude.

So how do we manage these difficult and demanding clients?

When dealing with difficult clients, it is important that we do not get defensive and put on our hat of authority and control. We are working in a ?people? business and need to learn how to manage the relationship when things go wrong. If a client is upset, it is for a reason. It doesn?t matter if you agree with their reason. What does matter is how you handle your responses to their concerns and issues raised.

It is not a contest of who is right, who is wrong or who the winner is! If they lose, we generally lose! Think about it?
Your objective is to make the client feel as though they are right.

NEVER GET DEFENSIVE? Defuse the situation

Tips on how to defuse a difficult client

Put yourself in their shoes
How would you feel if it was you contacting your managing agent with the complaint or issue?

Change your behaviour pattern to avoid getting defensive
Always think before you act or react. Your sole objective should be to turn the situation around to make the client happy. Don?t focus on what has gone wrong. Focus on what you can do to make it better. The cause can often be forgotten, if you delight them with your prompt solution.

Moderate your voice
Be as calm and patient as possible. Don?t come across as condescending, bossy, mechanical or scripted with your words.

Give total attention and listen, listen and listen some more
When a client is voicing their concerns, don?t appear to be distracted. Don?t interrupt them - let them finish what they have to say. Often the key to defusing the situation can be a simple act of listening. Interrupting the client can also inflame the situation.

Don?t make excuses, provide solutions
The client does not want to hear excuses. The client does not want to be told, ?That was Jane?s fault? or ?I was not responsible?. They want you to tell them what you are going to do to assist or resolve the situation ? ?I will look into the matter as a priority and get back to you? or ?I will solve this for you and let you know?.

Remind them that they are valued and important
If they are upset or have concerns, they probably don?t feel important at the moment. Always state ?This is an important matter?.

Thank them for drawing the issue to your attention
Courtesy and manners will work wonders to calm a difficult client. During your conversation, take the time to say, ?Thank you for drawing this to my attention?.

Empathise, reassure & apologise
Take the time to connect and let the client know that you care ? ?I would feel the same? or ?I would be annoyed as well?. Reassure the client that you understand by simply stating, ?I understand your concerns?. Apologise that the event has occurred, even if you don?t know the facts. ?I apologise that you have had to raise this matter with me?.

Follow up & keep in constant communication with the client
If you say that you are going to take action, make sure you do and follow up to ensure the client is happy with the outcome.

If all else fails?
Sometimes it doesn?t matter how polite you are or how accommodating you are to their needs - they are still difficult and demanding. Nothing you say or do makes them happy. If you have applied all of the above communication tips it is time to get their feedback on what they would like you to do to rectify the situation. Your final words should be, ?What would you like us to do, while being fair to all parties, to resolve this matter for you??

Author Debbie Palmer - Managing Director, PPM Group

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Reply from: El

12:31pm Tuesday, 14 October 2008

oh please.

stop being so weak. if you behave like this the tenant will demand more and be more rude. Talk to the tenant, get their feedback and tell them how it will go. Don't ever apologize.

this is a terrible article.