TENANT COMPLAINTS ABOUT PROPERTY MANAGER

I have been asked by an owner of another property to advise them on how to handle a problem with the property manager.

The manager has been employed for about a year and is good at handling the property itself, but has poor people skills.

The owner has received dozens of e-mails and phone calls from the tenants complaining the manager is uncooperative, combative and has even called one a name.

When the owner visited the property, some tenants recognized them and approached them with complaints about the customer service they are receiving.

The specifics sound like the manager has no tolerance, patience or flexibility when it comes to enforcing policies, collecting rent, etc., and taking frustrations out on the tenants and staff.

The owner specifically was concerned that the manager had utilities cut off for non-payment by a tenant after the owner said not to do it.

Of course, the owner likes the manager a lot and I think they are just asking my opinion to be sure they are doing the right thing by letting the manager go.

How do you handle a manager that has a lot of complaints from tenants?

Thanks!!

Wow, this sounds a lot like me! I think its hard to be on "the customer is always right" mode 24/7.

It sounds like the manager might benefit from some training in the area of communication, customer service, stress relief, etc. Grace Hill offers some online classes; which I've learned quite a bit from, but I still have much to learn.

I'm taking a few more seminars this year from

www.Careertrack.com and www.findaseminar.com

Also, our local multifamily housing agency sponsors a lot of different training options, including an annual trade show where attendees can choose between dozens of classes based on what their needs are.

Skills, manners, and behaviors can be learned. But the employee has to be willing to accept their weaknesses and want to improve. And most importantly, the employee must abide by not only the local law, but also the owners administrative policies.

If the owner does not have written policies and procedures, they should make some. If the manager does not follow the requirements, there should be consequences. At first, the consequence could be additional training. If the manager does not improve, a probationary period with written expectations should come next. If the manager still does not make the necessary changes, this might not be the best career for them.

When there are a lot of complaints, then for sure it has to be looked into. No the customer is not always right, but when you have multiple complains against a manager from the tenants then whether real or perceived is still a problem.

Then there is one where the owner believes that the manager went against his orders and did other than what he directed with the utilities. So, either they did or they did not. If they did, then we have an even bigger issue and that is following orders.

My personal view is when those appointed over you give you and order or advise against taking or to take and action, if it is ethical and breaks no laws then the individual must comply and if they do not then, they need to be treminated. If not terminated then give a written replimand, so that they understand that conduct will not be tolerated.

A Community manager must have people skills and they need to be able to understand that they can be right, but not let ego get in the way of good business sense.

It may sound hard or harsh, but to do nothing can be very harmful for all concerned! I also say that classes are very good and should be a part of the overall education of managers and when put into position normally people skills should have been demonstrated. Friends and liking someone should never get in the way of doing the right thing!

It sounds to me like the owner needs training as much as the manager does!

Receiving "dozens of complaints" would make me ready to replace the manager without a second thought. Good customer service is crucial! Better to have someone with good people skills, and train them on the business end, than to have someone with good business skills that alienates the customers.

And why would the owner still "like the manager a lot" when the manager intentionally violated the owner's directive by cutting off utilities?

Maybe I'm missing something....

Is this Owner the same owner of your property, Sandy? If he is not, then I must be missing something, too, because I do not think that is a wise course of action to involve someone else outside of the company in this way. If the Owner is someone you work for, as the other person, then that is different. In my opinion, I think the Owner should employ a paid shopper service/consultant to first gauge the Manager's onsite initial customer service skills. Having a Regional also get involved would be important to me. The RPM should be another point of evaluation. Then, if that checks out, and the Owner obviously has faith in this Manager, I think the Owner should be direct with the Manager regarding the complaints.

It seems to me that when one Resident is "against" management, that one Resident can affect others' opinions of management, too, and while, not brushing aside those opinions, the Owner has an obligation to investigate and evaluate. It may turn out that there is some merit to the Resident complaints, but perhaps not a great amount. In any case, communication with the onsite Manager should be face-to-face in person. I do not think it fair to summarily assume the Manager should be fired outright.

If, it turns out that the Manager is no longer an asset, then coaching could take place, training offered, behavior monitored as one course of performance review instead of immediate dismissal. There must be a reason that the Manager defied policy and the Owner should ask! In my opinion to call a manager from a completely different management company and ask her how to handle his employee seems borderline strange and questionable judgement on his part.

I have seen managers who are experiencing some personal problems kind of fall apart at work and behave uncharacteristically. If the Owner really respects this manager and likes her, why is he not coming straight to her to ask her what is going on?

My property manager is always get complaints... I try to help our residents and do whatever i can... For some reason my property manager is always attacking me... She has gotten so many complaints about herself and she has only been here two months... i just dont know what to do anymore.. Someone please help!
Thank you ! :unsure:

What state is the property and property manager in?
Lisa Kay
Apartment Advisory
301 907470

It sounds as if he/she is stumped.

For what it's worth, I had this scenario with one particular manager who was well-meaning, as you seem to think this manager is, she had people skills to a degree, but I learned that when she thought she was being challenged or wronged she would go ballistic. In fairness to the manager, I later learned some of these tenants were trying to push her around, were demanding and at times had quite the attitude.

The complaints I had from the tenants was that she was rude, but when they were asked for examples they couldn't define it. When I talked to the manager about it she made it seem as if these tenants were the type that just give everyone a hard time or were just trying to get their own way and pushing the staff around. I decided to have more of a presence for a while on that property until things calmed down or worked themselves out. Lo and behold one day I was walking up to the property office and I heard something that sounded like screeching and thought wow someone is getting it from their wife/mother/whoever. Turns out that "whoever" was my manager screaming at a tenant!

So let's fast forward. Whatever side of the fence you're on, we all know the ultimatum conversations never work out. Especially for those who don't get it. The approach I took was to ask her to think about why she was responding they way she did and did she think this was really the way it should be done. She acknowledged that her reactions weren't "ideal" but she just didn't know how to handle it. I asked her to think about someone that she admired - we all have someone like that - someone who she thought she could emulate when she got into those situations, who keeps their cool, and when she found herself getting into those situations to start thinking how would this person respond and just go with it.

And as far as my own two cents, I told her was when it gets like that, when the tenant is just trying to bounce you around, then you have to start talking to them as if they're 5th graders/you're talking to kids with simple lectures. Start acting like your cool icon. And just trust me on this: You will come out on top because you kept your cool. And the most important thing was you did was not give them any ammunition. I saw her do this with tenants who would come into the office and I have to admit that not only did she come of as in control but the tenant left feeling as if their issue was heard.

She kept working at this and was amazed at how empowered it made her feel that she was able to remain "in charge" without raising her voice or her blood pressure.

However, as far as ignoring the directive to not shut off utilities, if it were one of my managers that would be a big problem. I agree that this owner needs some training also in making sure instructions are understood and adhered to. If this person is new, now is the time to set the tone.

Just to clarify, Mindy, I am a licensed property manager and the owner is an investor with a couple of small properties. A close friend is his accountant and I agreed to consult.

Oh, I have no doubt or question of your credentials, Sandy. None whatsoever. I just wondered why some random Owner would ask someone else how to handle an issue on his property. His motive was what I questioned, not yours. (And I still wonder why he wouldn't just meet with the manager and ask her.)

I must agree with Mindy. any real estate investor knows at its best to deal with situations and individuals directly. Letting others or empowering another to attempt to take control for you only makes matters worse.