Every rental property owner knows the challenge of managing requests from residents that are seeking special privileges or being too demanding. Whether you are working with a property manager or handling it all yourself, there is always a place where you have to draw the line in terms of requests.
Here are some ways to handle renter requests while staying calm and considering each their of view.
In this article:
Reinforce your focus on a resolution.
It’s important that the tenant knows you understand what they need and are working towards resolving the issues—within your limits. You also want to be careful not to promise anything you can’t deliver and to not apologize for anything you didn’t cause, as it can set the tone for the tenant to think they are right and you’re wrong.
If the issue can’t be fixed because of legal responsibilities, safety issues, or policy reasons, calmly explain these to the renter. Be as specific as possible so they can possibly understand you side more clearly.
Have a Protocol for Standard Requests
Take note of the most common requests, demands, and complaints, and how they can be resolved or handled. Develop a plan for each so that you are well-versed in the best methods for resolution. If you work with a property manager, make sure they also have this information and set aside time to discuss it with them.
Avoid Just Saying “No”
Even if you are sure that the renter’s request is something you can’t feasibly deliver, hear them out before giving a definite answer. It’s important that you take the time to let them voice their concerns and offer all of the information. You can also present alternatives for the request, even if it’s something you can’t fulfill completely.
Sometimes, you might even be surprised to realize that the full extent of request is not as difficult to fulfill once you have all of the details. But either way, renters will appreciate you more if they know you have at least listened to them.
When dealing with requests from tenants, the most important thing to remember is that handling the situation calmly—even if the other person isn’t calm—and with empathy is the best way to create respect and lead to the best property ownership.