Winning Strategies for Handling Angry Tenants

It can be tough being a landlord, whether you own your own units or manage a Taylor Equities property. There are a number of tasks on your to-do list, but you also have to manage the needs or concerns of the tenants. As found in the experience of Steven Taylor Taylor Equities property managers, there are some winning strategies for dealing with an angry tenant.

Listen First, and Don’t Interrupt

While you may think you know what the problem is, always listen to your tenants fully and carefully before making any statements. Your tenants want to know that you are truly hearing their problem. Give them your full attention, and simply nod or affirm them while they are speaking. Don’t interrupt.

Validate Their Experiences

Even if you are sure the situation isn’t as bad as it seems, make your tenants feel that you sympathize with their perspective. Whether the situation is serious or not, validate the emotions or discomfort they are experiencing. You aren’t trying to win an argument, and your attempt to change their mind won’t work when they are upset.

Reestablish Your Connection

While the tenant may be shouting at you, deliver a message of solidarity with them. Remind them that you are going to work for resolution and that you want to work with them. You don’t have to admit fault or guilt, but you do need to reestablish the need to work together for a common-ground solution.

Take Noticeable Action

Regardless of what the situation may be, take action that your tenants can visibly see. Whether it is through a follow-up email, physically examining property damage, or making a phone call, your tenants want to know that you are going to handle the situation.

With these strategies, you can diffuse the tension and anger that your tenant may be experiencing. A happy tenant is a loyal tenant, and loyalty means income stability for you.