Ten Creative Tips for Dealing with Resident Problems

By appropriately handling a Resident's problem and those rare problem Residents, we can create situations that make Residents want to STAY and renew their leases. Considering the fact that a turnover can cost your property up to $2000, keeping Residents longer by properly handling their problems is critical to meeting your #1 Objective!

The following ten tips will help any property management professional more appropriately and effectively deal with Resident problems and problem residents. While they are a bit simplistic, these ten tips provide a sound foundation for positive Resident relations.

Treat People Right!
Always be FEP [Friendly, Enthusiastic and Professional]. Remember that each problem is special. Although a problem may be routine for you - one you solve many times a day - it's special and unique to the Resident. Treat it that way.

Don't Try to Change the Resident!
Accept people for whom they are. Realize the only person you can change is you.

Keep an Open Mind!
Don't use "Already, Always Listening." This means you already know what the other person is going to say because they always say it, so we "listen" to what's going on in our head instead of what the Resident is really saying.

Keep All Promises
Be careful of what you say - and promise. Always do what you say you're going to do ...and do it right the first time.
 
Restate the Problem!
This shows the Resident you are really listening and helps to eliminate errors. Take careful notes so the Resident can see that you are trying to help quickly. " Let me make sure I understand what you saying" - "Let me see if I got this correctly."  Ask: "How would you like me to solve this problem?" The Resident may have an easy, cheap solution. Most people want less than we think they do, get their ideas first. "Do you have any ideas on how we might resolve this?"

Don't Tell the Resident "You have to!"
No ones likes to be told they "have to" do anything. Besides, the Resident doesn't even "have to" obey the lease or pay the rent. They can choose to do otherwise. Create an
atmosphere or cooperation and get the Resident to "sign on" to a solution that will benefit them.

Don't Hide Behind Company Policy!
Effective Resident service requires you to do the right thing - not to simply do things right. Sometimes the right thing is not what policy says. Regardless, do not chirp the obnoxious statement, "Sorry. That's company policy!"

Remember, You are Selling!
Every encounter with the Resident is a reselling of your community. You are selling the Resident to pay their rent, follow the community guidelines, be considerate of their neighbors, etc.. Most important, you are selling this Resident on renewing their lease and staying longer!

Thank the Resident!
Say thanks to the Resident for their "complaint" - even if you have to bite your tongue!



Congratulations to Our Car Wash Giveaway Winners

Tom & Stephani Simpkins, LG Investments and Grant Massey were the winners of our recent car wash drawing giveaway of 4 car washes for landlords who provided the housing authority with information on other rental units that they own for use in making rent reasonableness determinations. This is important information that TMHA needs to compile on an ongoing basis. Thank you very much to all of the landlords who responded with information. We look forward to having future contests to help us in our efforts to gather this important rental market data.

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