In order to avoid saying “no” or “it is in your lease”, make sure everyone knows that the correct term is “what I can do is”

Everyone in our business is in customer service. In order to avoid the negative conversation of saying “no” or “it is in your lease”, make sure everyone knows that the correct term is “what I can do is”. When you say that and have a suggestion, the conversation becomes positive and a solution can be found.
Too many times we as management or our staff wants to point to the lease or a policy, as you know, the customer instantly turns you off.
If you think I’m wrong, then just try it out, you will be very surprised how a bad confrontation can be avoided and a positive customer service experience can be obtained.

If I could hit Like button 100 times I would.
Ignore all the absurd examples naysayers will use to argue against.

I use that all the time. "What I can do is recommend that you read your m-f'n lease before wasting my time!"

We use “prohibited and policy”

Manage, and don’t let yourself be managed... Politeness, respect and maturity are the culprit...

I guess we could say is “what I can do is send you over your Parking addendum where it states you’re wrong”

I always try to find the "Yes." It might not be the big yes they were looking for, but it could be a small yes that lets them know that I want to find solutions and be helpful.

What if there is absolutely nothing you can do

Give me an example

A new move ins sink fell in and kitchen flooded and she said her laptop and other electronic were on the floor and were ruined. She wants us to pay for the items and I told her we would not cover the items to call her renters insurance

I can hear your famous words now... “unfortunately” we will not be able to cover the items you are referring to however if you call your renters insurance and let them know what happened I’m sure they would have some options for you. I am very sorry. Hope this helps. cue big smile.

I would say, “I’m so sorry that your first experience with us was a negative one, I am sure you are upset and I understand why. What I can do first and foremost is to get your apartment back in order ASAP. In addition, I can meet you at Your unit or you can come to the office and I will personally fill out an insurance report for our company and let you use our phone to call YOUR renters insurance to also make the report”. If they say they don’t want to call their renters insurance and it is your responsibility since it was faulty at move-in. You should the say, “I would never tell a resident what to do, however, I would highly suggest you contact them right away because this will help your reimbursement time line. Again, what I can do is help you get a hold of them. Since our insurance is handled by a large carrier, it. Could take several weeks for you to get a response( we all know our insurance will not cover them, but you don’t have to say that, it is insurance companies job to inform them of that).

That is great advice! Thank you

I also find if you cannot say yes, or it is a big issue, it helps both you and the resident if you tell them you have to think about it, rather than going straight to your policy. Helps make them feel heard and calm down, and helps you think of anything you can do or how you are going to frame your decision.