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Guest Insider If your intention is merely to 'engage', to tell them they're wrong.. you are not the right person for the job. Engaging with your residents, who pay a large part of their income to be at your community, invloves the desire to understand the issue and THEN figure out how to resolve the issue.

Anonymous member I agree! I’m asking this because I have found so many people recently who complain about XYZ (whatever they can) so they can perhaps be let out of their lease. They will go on and on during a meeting about all the various things that they believe are wrong or injust. Often, all of this is being unloaded as a way for them to get you to let them out of their termination fee. Even if you tell them the processes of curing issues or giving time for the office to assist, they sometimes go through all of this (noise from above , secret smokers, dog poop complaints….whatever they can dream up) because their overall goal is to find a way out of their lease contract.

Guest Insider Anonymous member even so.. always seek to understand rather rhan to be undersrood. Listening with compassion will likely solve most perceived problems ❤

Josh McKibben If you have a lease, you should fulfill it. It’s pretty cut and dry. Our lease has a termination fee, if the tenant wants out, they can pay it.
It’s important to be empathetic and friendly, but you cannot legally start making exceptions for some and not others . That’s why we have Fair Housing Laws.

Guest Insider If a resident approaches me with a concern I try to be as empathetic as I can be and listen to that concern depending on what it may be.I may tell them or ask them to put that concern in writing and email me. I will repeat to them in my own words, what they're asking so we have a clear understanding, and then I will tell them, I may need to get more clarification or reach out to my higher ups for a definitive answer. It really truly depends on the situation. If they are looking to get out of the lease. I will explain everything I can to them and be as transparent as I can explaining the fees. The fact that it's a broken lease. The fact that the lease is a legal binding contract.
To me education and educating the residents is also a big part of our job.
At times they are first time renters who truly do not understand a lease or the process within so trying to be as empathetic and as transparent as you can be, even if you are giving them an answer that they don't want to hear. To me,... Show more

If a resident approaches me with a concern I try to be as empathetic as I can be and listen to that concern depending on what it may be.I may tell them or ask them to put that concern in writing and email me. I will repeat to them in my own words, what they're asking so we have a clear understanding, and then I will tell them, I may need to get more clarification or reach out to my higher ups for a definitive answer. It really truly depends on the situation. If they are looking to get out of the lease. I will explain everything I can to them and be as transparent as I can explaining the fees. The fact that it's a broken lease. The fact that the lease is a legal binding contract.
To me education and educating the residents is also a big part of our job.
At times they are first time renters who truly do not understand a lease or the process within so trying to be as empathetic and as transparent as you can be, even if you are giving them an answer that they don't want to hear. To me, that's the way to go, and I always try to do it with kindness and respect.
Even admitting, if I don't know the answer but saying to them, I will find out an answer and then I'll even go as far as saying I will reach back out to you. But then I explained to them that things can get extremely busy in the office, and if they don't hear back from me in a few days they are more than welcome to email me or reach back out to me. Just so they know that they are important because truly they are. Without our residents we don't have jobs.This is just my opinion and personal take on being in this industry

Guest Insider If I may…..it is great you tell the resident you need time and you will get back to them. This makes them feel as if you are taking time to consider their request and not giving a based on “policy” only decision. One thing I would not say is you are going to “reach out to my higher ups for a definitive answer”. This disempowers you and as a consumer, I no longer want to speak with you, I want to speak to your “ higher ups” because they are the final decision maker. In reality, you may need to consult with someone else and that is okay, I just wouldn’t let them know. Be confident in your ability to make the decision when customer facing. I would also get back to them later that day or first thing the next day as time is ticking on putting in their notice to vacate and residents tend to try to say it should start the moment they discussed this with you. If it is the same day or the next day it seems a bit more acceptable, but not getting back to them promptly (especially if they have... Show more

If I may…..it is great you tell the resident you need time and you will get back to them. This makes them feel as if you are taking time to consider their request and not giving a based on “policy” only decision. One thing I would not say is you are going to “reach out to my higher ups for a definitive answer”. This disempowers you and as a consumer, I no longer want to speak with you, I want to speak to your “ higher ups” because they are the final decision maker. In reality, you may need to consult with someone else and that is okay, I just wouldn’t let them know. Be confident in your ability to make the decision when customer facing. I would also get back to them later that day or first thing the next day as time is ticking on putting in their notice to vacate and residents tend to try to say it should start the moment they discussed this with you. If it is the same day or the next day it seems a bit more acceptable, but not getting back to them promptly (especially if they have to call you) could cause more issues and (maybe) support some of the issues they are bringing to you.
This is said with all kindness and you don’t have to take my advise. Just trying to give back as I was coached on this many years ago.
Take care.

Guest Insider Thank you i sincerely appreciate any kind of feedback.
I do try to immediately resolve issues. It is not always easy and I always take into consideration fair housing.
At times my wording may be wrong.
But I do try to stop and think before answering a resident. This is why I like to do it in email so I could re-read it.
For example, a resident may come and say they're upstairs. Neighbor is pounding on the floor and excessively loud.
I would say something like sometimes. People are heavy walkers. If you think this is excessive, can you please send me video that can be reviewed. I try to be empathetic with them.
And then I would say something like I will send the resident an email or I'll send an email blast about noises in an apartment complex for educational purposes.
Every day, I learned something new, and I am always willing to learn.
I am learning that it is not always easy. But what makes this job so rewarding and interesting is it is never the same mundane thing every day.
Thank... Show more

Thank you i sincerely appreciate any kind of feedback.
I do try to immediately resolve issues. It is not always easy and I always take into consideration fair housing.
At times my wording may be wrong.
But I do try to stop and think before answering a resident. This is why I like to do it in email so I could re-read it.
For example, a resident may come and say they're upstairs. Neighbor is pounding on the floor and excessively loud.
I would say something like sometimes. People are heavy walkers. If you think this is excessive, can you please send me video that can be reviewed. I try to be empathetic with them.
And then I would say something like I will send the resident an email or I'll send an email blast about noises in an apartment complex for educational purposes.
Every day, I learned something new, and I am always willing to learn.
I am learning that it is not always easy. But what makes this job so rewarding and interesting is it is never the same mundane thing every day.
Thank you for your kind feedback.

Mike Powers Everybody deserves a fact based explanation for why.
One time and maybe a follow up depending on complexity.
After 2 reviews, ...your words....I've provided the explanations for why I cannot provide what you are asking. This should end the discussion.

Jessica Rushton I always start with “tell me what’s going on” and let them vent and get it out of their system. Usually by the time they’ve run out of steam they realize they’re being ridiculous. But I always say I’m the community therapist here. After they’ve said their peace, I kindly let them know the policies and what I CAN do vs what I CANNOT.

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