Property manager to property manager, we’re always going to have tough residents. Whether they’re short-tempered or just hard to please, you’ll find that they’re never happy no matter what you do. They’re the ones who are constantly calling or leaving angry messages. And they’re usually the ones who are the most difficult to deal with daily. No matter how wonderful your community is, with so many different personalities intertwined, there will definitely be issues. So what do you do when they arise?
Trust me; it’s going to get a little overwhelming, but it’s important to remember that these are still people, and they’re people within your community, so the best thing you can do is treat them with respect and compassion.
How to Manage a Difficult Resident Professionally?
Our job is to manage difficult residents in a respectful, professional, and helpful way to both parties. This may sometimes mean calling in outside help, such as law enforcement or mediators. Other times, it may be as simple as having a conversation with the resident.
Some people are just naturally difficult to please. For example, they may be angry about something that has nothing to do with you or your community. In these cases, you can best try to diffuse the situation and find a resolution. If you can get to the root of the problem, you may be able to find a way to make the resident happy.
There are a few key things to remember when managing difficult residents:
- Don’t take it personally. The resident is angry about something, but it’s probably not you.
- Be patient. It may take some time to calm the resident down and get to the root of the problem.
- Be respectful. Even if the resident is being disrespectful, you should always try to be respectful in return. This will help to diffuse the situation.
- Keep your cool. Losing your temper will only make the situation worse.
- Try to find a resolution. In most cases, there is a way to make the resident happy without giving in to their demands.
These strategies will help you to manage difficult residents effectively. Remember, diffusing the situation is usually the best way to handle an angry resident. Everyone will benefit if you can find a resolution that makes both parties happy.
When Disruptive Behavior Goes too Far
There will always be a few residents who can’t seem to follow the rules or get along with others in the community. In most cases, these residents can be managed with patience and understanding. However, there are times when disruptive behavior goes too far and becomes a danger to the community.
If a resident engages in violent or threatening behavior, it’s vital to take action immediately. In these cases, it’s best to call law enforcement or have a professional mediator handle the situation. Don’t try to reason with a violent or threatening resident, as it can be dangerous.
5 Tips for Managing Difficult Residents
To summarize – it’s no secret that some residents can be difficult to deal with. Whether it’s because they’re constantly complaining or they’re just plain angry all the time, dealing with difficult residents can be a challenge for any property manager.
But while difficult residents may seem impossible to please, there are ways to diffuse their anger and, hopefully, make them happier with their living situation. Here are a few tips from a property manager’s perspective:
1) Listen to their Concerns
The first step to diffusing a difficult resident’s anger is simply listening to their concerns. Residents often become angry because they feel their concerns are not being heard or addressed. So, take the time to listen to what they have to say and try to understand where they’re coming from.
2) Try to Resolve their Concerns
Once you’ve listened to a resident’s concerns, the next step is to try to resolve them. This may not always be possible, but in many cases, there is a way to make the resident happy. For example, if they’re upset about a noisy neighbor, you may be able to talk to the neighbor and ask them to keep the noise down. This may not always be possible, but it’s worth trying to find a solution with which both parties can be happy. If you can’t resolve the issue outright, see if there’s some compromise that can be reached.
3) Keep Communication Open
Keep communication open with all residents, especially those who are difficult to deal with. This way, you can stay up-to-date on any concerns they may have and address them before they become too big. Additionally, regular communication will help to build a relationship of trust between you and the residents.
4) Be Understanding and Patient
Dealing with difficult residents can be frustrating, but it’s essential to remain understanding and patient. Remember that everyone has different triggers and buttons, so what may seem like a minor issue to you could be a big deal for them. If you can approach the situation with empathy and patience, you’ll be more likely to diffuse the anger.
5) Seek Help if Needed
There will be times when you simply can’t diffuse a resident’s anger on your own. If this happens, don’t hesitate to seek help from your superiors or other staff members. Sometimes, it takes more than one person to calm an angry resident down.
While dealing with difficult residents can be challenging, it’s important to remember that anger is often just a mask for other feelings. By listening to their concerns and trying to resolve them, you can diffuse the anger and, hopefully, make the situation more manageable.
The Reality of Difficult Residents
Dealing with difficult residents is a reality for any property manager. However, there are ways to diffuse their anger and hopefully make them happier with their living situation. By listening to their concerns, trying to resolve them, and keeping communication open, you can often diffuse the anger and improve the situation. Additionally, truly listening to a resident’s issues can help build trust between you and the resident and create a better community for everyone. However, if you find yourself struggling to manage a difficult resident, don’t hesitate to seek help from your superiors or other staff members. Overall, property management is challenging yet still rewarding. Like any job, you’ll run into difficult tasks and difficult people, but that’s what makes the job interesting!
Do you have any tips for diffusing anger among difficult residents? Share your thoughts in the comments below!
Finally, if you’re a property manager, a new HOA, or an established HOA and need help keeping your community running optimally consider working with an HOA management company. HOA management companies help guide property managers through the inevitable challenges of running a community. If you’re ready to dive in and work with an HOA management company we’d love to work with you! Contact us today