Part of being a landlord is having to manage tenant complaints and conflicts. It’s not fun, but it’s a part of having people rent your property. Whether there’s an issue due to miscommunication, an error, or a maintenance request that fell through the cracks, it’s important to minimize these conflicts and manage them appropriately when they come up.
If you have a property manager for your income property, these professionals are often much more experienced in handling conflicts with tenants. Property managers can help find a solution to the problem instead of avoiding or escalating the situation. Working with a professional property manager can help you keep your tenants happier and your business more profitable—here’s how.
Listening to Tenant Complaints
Listening is a skill not everyone has—hearing your tenants isn’t the same thing as actually listening to them. When listening to your tenants and their complaints or frustrations, property managers know not to interrupt. Instead, letting them describe the issue or vent about the situation, even if they are upset, is an important part of conflict management.
Once they’ve listened to your tenants, property managers can ask questions to be sure they fully understand the issue, clarifying details about the problem or concern. They can further help minimize conflict by staying focused on the issue at hand and not bringing up other concerns or previous events that may further escalate the situation.
Staying Calm and Validating Concerns
It’s not easy to stay calm when listening to someone who is angry or upset, especially if that issue is about your income property. Tenants may even accuse or blame landlords or property managers, which makes it all too easy to take the matter personally and respond in an unhelpful way.
Property managers know it’s best to stay calm even when speaking with a disgruntled tenant. A skilled property manager will validate their concerns about the issue but won’t make commitments they can’t keep just to appease the tenant.
Instead of being triggered by emotions, a property manager can let your tenants know what they can and will do to address the issue, staying calm and professional despite the tenant’s behavior. These communication skills can help minimize the problem and make it easier to find a solution.
Working Towards a Solution and Future Prevention
If there was a mistake or error on the property manager or landlord’s end, it’s important to acknowledge it to the tenant and apologize. Property managers know that a solution is in everyone’s best interest—it helps keep tenants content, prevents future issues, and can encourage tenants to consider renewing their lease when the time comes.
Property managers know to be honest, transparent, and clear when communicating with tenants to find a solution. Whether it’s a maintenance problem that requires preventative action, a repeated issue that needs to be escalated to the appropriate authorities, or a billing error, taking responsibility for the issue when appropriate and putting steps in place to prevent it from happening again is essential.
Communicating all this to your tenants and letting them know the problem will be addressed are two traits of an experienced property manager.
How Well Are You Able to Manage Conflict With Your Tenants?
Managing conflict with tenants is essential to protecting your investment and reducing future problems with your renters. Are you in need of a skilled property manager to help you successfully navigate tenant issues? Contact us at FAS Management today at (202) 337-5080 to learn more about what we offer DC property owners!