In the dynamic sector of multifamily property management, effectively resolving resident grievances is not just about maintaining peace—it’s about turning challenges into opportunities to build trust and enhance resident satisfaction. At Premier Placements, we understand that the key to unlocking successful resolutions requires genuine interaction, strategic communication, and consistent follow-through.
Recently, we asked our network if they could give one piece of advice to an apartment industry newbie about handling resident complaints. As we received some excellent actionable responses, this blog draws on real-life advice from seasoned leasing and apartment industry professionals to offer practical strategies for handling resident concerns proficiently.
The First Step in Resolution
The cornerstone of effective grievance handling is actively listening to residents’ concerns. As an experienced leasing professional noted, “Genuinely listen to their concerns fully, then put real action towards addressing it. Most people just want to feel that they were really heard and know that you are going to do everything in your ability to help them get it resolved.” This approach is vital because most residents primarily seek acknowledgment that their problem is addressed and taken seriously. When actively listening and ensuring that you understand their issues, you demonstrate empathy and commitment. Subsequently, taking swift and appropriate actions to resolve issues reinforces the resident’s trust in management.
Calm Approach in Dealing with Emotional Outbursts
Handling highly emotional situations, such as a resident yelling, requires patience and a non-personal perspective. One industry expert advises, “If a resident comes in screaming and yelling at you…don’t take it personally. 80% of the time, if you let them vent, they will apologize.” Allowing residents to express their frustrations without interruption can significantly defuse the situation. When remaining calm and composed, leasing consultants can guide the conversation toward a more constructive and less confrontational interaction.
Reducing Tension
Sometimes, changing the physical context of a conversation can help de-escalate tensions. Premier Placements President Shelby Weidler shared, “As a new leasing person, my manager taught me how to walk outside with the resident while listening intently. She explained that if someone is raising their voice at you indoors, the noise is much louder than outside. It helped because it wasn’t as nerve-wracking.” This tactic is essential as it physically removes both parties from a potentially stressful indoor environment while providing a less confined space where voices and emotions might not echo as intensely, creating a calmer atmosphere for discussion.
Building Credibility Through Follow-Up
Effective follow-up is a critical component of resolving grievances and building long-term credibility. This involves keeping the resident informed about the steps being taken, any delays, and final resolutions, thereby closing the loop on the grievance process. A general rule is to ensure that days are not passing by before touching base. If a resident has yet to hear any responses for a notable amount of time, it may signal to them that their challenge is not being actively overcome.
Enhancing Skills for Better Outcomes
Mastering the art of dissatisfaction resolution is essential for any multifamily housing professional aiming to excel long-term. By integrating active listening, maintaining composure during heated exchanges, utilizing strategic changes in the environment, and ensuring diligent follow-up, you can effectively manage and resolve resident grievances. Each interaction provides an opportunity to reinforce trust and satisfaction among residents, contributing to a positive apartment community atmosphere.
At Premier Placements, we are committed to equipping you with the skills and knowledge necessary to thrive in your role and manage challenges confidently. Ready to take the next step in your career search? Check out our open jobs and connect with top opportunities in the apartment industry.