My teams are getting a little beat up...entitled residents, angry...

My teams are getting a little beat up...entitled residents, angry residents, impatient residents...are verbally abusive. All the customer care training in the world doesn't always prepare you for some of the outrageous demands and attitudes they are experiencing (and I have witnessed it myself). They are getting discouraged and I really feel for them.
I saw this at Lowe's and thought it might have an impact at properties..
What are your... Show more

Brent Williams, Mikel Persky and 1 other

Sherry Tompkins Love this. Yes, it’s been pretty abusive for a while now. Yesterday, I actually broke down in tears with my regional. And you know me! I am a pretty tough cookie. But some days it’s just too much!

Guest Insider My property has also experienced this lately.

Guest Insider We have also experienced this. I recently non-renewed someone who treated my team like this (her lease is up in August) she called corporate, I explained to them why I made my decision and they stood behind me. I will not tolerate residents treating my leasing or maintenance staff that way. We work way too hard. Maybe this resident will learn her lesson, but probably not.

Donje Putnam It’s very sad the way we treat each other nowadays.

Valerie Sargent When I facilitated a leadership forum at the Florida Apartment Association’s event last year, this was a big topic. Some of the companies were altering the language in their lease agreements to cover this type of treatment as a protective measure for the onsite teams. I don’t know that a sign makes a difference to abusive people like that, but I like it.

Brent Williams I really like it, although I would tweak it slightly so it is a bit more assumptive that the reader is one of the good ones. When one says, "thank you for...", it can be read as a post-event thank you for something they have actually done, or a preemptive "warning" of sorts to encourage a behavior.
The second paragraph makes it clear that the "thank you" is preemptive. And there is no reason to warn someone who is already doing good. So I would adjust it slightly:
"We appreciate you treating our associates with respect.
In today's stressful world, we have seen a rise in profanity and verbal threats, so thank you for helping to make Lowe's an enjoyable place for all!"
(I'm in multifamily, so of course I had to add an exclamation mark at the end)

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