Rude Residents

[Jeanie Bartz]

Chrissy,
Please tell me how to handle RUDE residents!
I have residents that come into my office and DEMAND I take action against another resident...or they call or come in upset over snow removal that doesn't suit them....only to name a few!
What is the best way to handle what I call Rude and DEMANDING residents?
Jeanie

[chrissy]

If only there were an easy, no-fail way to handle rude residents - we would all enjoy knowing how to do it. Unfortunately, the proper way is not always easy, and not always pleasant for you - - but it always works.

First, remember that they are your customers. You simply must - first, foremost, and always - not forget this. Secondly, understand your limits of responsibility and authority. What are you responsible for taking care of or doing? What authority do you have to make it happen?

In most communities, all responsibility and authority come from your Guidelines (rules) - if it isn't in the Guidelines, you can't enforce it or make it happen. But sometimes just because it's in the Guidelines doesn't make you able to enforce it. In the case of landlords, the one true solution to your problem is eviction. Need I say more? If you evicted all of your problems, you would have a huge problem! And - a judge won't always agree to evict a problem.

So, the best way is to deal with it. Rude residents present a challenge that is at times very nerve-wracking. Smile, listen for the real reason they are complaining; and decide if it is someting you can fix or not. If they want something you cannot give, tell them. If you string them along, they will be twice as mad.

Try to honestly put yourself in their shoes and understand why they are so upset. Remember, that in order to resolve the problem (a rude resident) you must be part of the solution (a calming influence) not part of the problem (an upset landlord).

Maintain your calm. Encourage - or require that they put their complaint in writing. It focuses them on details, forces them to get the facts organized. And, provides you with all the ammunition you need if you can resolve the problem.

Then - ask them for a solution to the problem. If their proposed solution is not feasible, ask how they propose you accomplish it. Simply letting them off the hook when they give you an outrageous solution will only ensure that they return again about the same thing. Many times, an upset person by this time will have settled down and realized that while their problem may be a real problem - you are not the person to resolve it for them - - or that there is no resolution for it.