I recently read a great article about go to phrases that property managers use that immediately shut down a resident and do not leave a positive impact. You can read the article here (a quick read) http://www.multifamilyinsiders.com/multifamily-blogs/say-whattt-.html?utm_source=June+19%2C+2012+Newsletter&utm_campaign=2012-06-19+Newsletter&utm_medium=email
What are some other subsitutes to the phrases the author lists? Or do you think that the phrases are okay?
For me the bottom line is always the truth, weather the tenant wants to hear it or not. I work for an owner and we have rules in place to make money off this venture. If we decide pets detract from that goal then they are not allowed. Or with a fee attached. It is a simple business situation. I have found most people respect a business decision as long as it is logical and truthful.
Playing the blame game only goes so far, in the end the problem still exists. Allowing yourself to understand the situation from both perspectives and make a decision usually helps solve the problem, not differ it.
Now I dissagree iwht the article where she quotes "Have you read your lease?". Now the tone with which this is delivered may need to be on the genteler side, but the individual has gone into a contract with the rental company, and if they are not aware of the limitations of their housing situation i.e. no pets, pet fees, parking situations etc. then that is on them. Ignorance is no excuse.
I had a situation with a tenant who was parking infront of some old garages. When I took over managing the building I cleaned up the garages, made them rentable, and told the driver to move the car. They protested saying they had parked there for 10 years. I pulled out the lease and it clearly stated they had no right to parking on the property. I let them know they had the privilidge of parking for free in a very conveient space for 10 years but in the end their car stood between me and $150 in garage rentals. The car moved.
Now to ease the tenant I gathered all the information about getting a street parking permit, street parking schedules, local garages and offred 1st dibs on paying for a newly cleaned garge. I made the transition as easy as as possible for the tenant. It took a little more time on my part but it paid off in the long run.
If you make the hard things easy, they are not so hard anymore.
Posted by Mike The Manager about .
Great articlce! I agree that the conversation does not have to be entered in to with an "I win" agenda. And no resident really wants a "half-baked" answer. (I loved that term!)
I think it is all about putting yourself in their shoes and really trying to understand their perspective, then if you are in agreement with what they are saying, re-evaluate the lease terms or policies as necessary. Most likely, there is a "middle ground" that can be reached and will go a long way in the end where resident retention is concerned!
Good article! My favorite was “If it were up to me, I would do it, but I could lose my job.” using the blame game.. I hear people use this all the time. It does deflect but never solves the problem.
I also think that at times what fuels the situation is that the resident feels fairly pationate about his or her point where the property manager has many other things to do and wants to move on. This is where deflecting and shutting down the conversation comes from.
She presents some good alternatives though.. good read!
What a great article! Let's be honest here, we've all faced those types of situations noted in the story (and thanks for posting by the way, Hannah!).
I think the author nailed it with rule number one.
"See their perspective and agree, at least partially."
I look at it this way. My wife and I are about to celebrate 13 years of marriage next week. Getting to this new milestone hasn't been easy. It takes work. Isn't that the same thing with people that we work with and have a contractual relationship? Don't you have to work at it to keep the relationship positive and value on both sides?
A conversation is at it's best when both perspectives are heard and presented.
Mixing in the golden rule never fails. I think it would be best served to use it here, too.