In the residential property management business, we deal with people everyday. Whether it’s a prospect, current resident, vendor, or colleague, every personal interaction is an opportunity to exhibit courtesy and professionalism. Unfortunately, there are some instances that can make this difficult, especially if you’re dealing with a rude or unreasonable person.
Dealing with Difficult Residents
In the March 2018 issue of NAA’s units magazine, property supervisor Kristen Massey outlines 10 Things About Dealing With Difficult Residents. Body language, communication, empathy and effective problem solving are critical when dealing with a difficult resident. Remember, happy residents can be your biggest cheerleader, but the unhappy ones are likely to make their frustrations know to their friends, family, and social media networks. This goes for prospects as well.
Dealing with Difficult Colleagues
You don’t have to be best friends with everyone you work with, but conflict in the workplace can make your job miserable. Knowing what is acceptable workplace behavior and how to approach difficult office situations is key. Be sure your company has a written policy on how to handle an issue with a coworker. Visto also offers training courses for sexual harassment, drug-free workplace, and conflict resolution to ensure you have the tools you need for a productive and pleasant work environment.
Don’t Take it Personal
Our jobs as apartment community managers take a lot of patience and understanding. As much as we strive to provide the best customer experience, there are times when a resident or colleague will be difficult or unreasonable. Keep calm, and don’t take someone else’s anger personally. A professional, positive, and empathetic approach can go a long way. To learn more, check out our course, Dealing With Difficult People.
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