Resolving Resident Conflict
It is only expected that where there is interaction, there is potential for conflict. Most property managers focus heavily on avoiding conflict to the point where–when actually confronted with it–they fail to resolve it in a respectful and timely manner. However, being an effective property manager means being prepared for even the most unfavorable situations.
A common scenario that features an upset resident is one that lacks options. If presented with a one-way road, some residents will easily go in that direction, while a few may be displeased with not being presented a route that better suits them. When dealing with a frustrated resident, it is important to know what the root cause of the trauma is, rather than just skimming the surface.
For example, instead of hearing “I don’t like the resident portal” and taking that as the reason for complaint, analyze the situation from the perspective of the tenant. What don’t they like about the portal? Do we not offer enough options for payment? Do we lack options for communication? When we put thought into the possibilities behind the rush of emotion, we are able to better understand the resident and their individual needs. Knowing this, we can better adjust our errors, if needed, to be more personalized for the residents versus a one-size-fits-all. This will better prepare us for future situations, and give us a better comprehension of the resident’s perspective.
When a problem is responsibly and effectively diffused, this will build good rapport with the residents, and increase your credibility as a property manager.