PPM Group Logo
Phone Icon 07 5562 0037
Login
  • PPMsystem Member
  • Landlord Newsletter
  • Online Training
Sign Up
  • Landlord Newsletter
  • Online Training
  • PPM ENews
  • Membership
My Cart

MENU

CLOSE X

  • Home
  • News & Articles
  • PPM TV
  • Training & Events
  • Corporate Speaking
  • PPM Conference
  • Products
  • Rent Roll Sales
  • Industry Partners
  • Recruitment
  • Advertise
  • About
  • GALLERY
  • Contact

News & Articles

Dealing With Difficult Tenants And Landlords

Have you ever had to deal with a difficult tenant or landlord during the day-to-day management of your properties?

Across the nation we are collectively known as property managers; however we should be more aptly known as, people managers or relationship managers.  Properties don''t complain, get angry or fail to follow through on requests, but sometimes tenants and landlords do.

Managing difficult tenants and landlords is all about understanding relationships, their emotions and behaviours.  More often than not it is not personal, but fear, concern or frustration from the other party.

It is about defusing the situation, putting yourself in their shoes, moderating your voice, learning the art of truly listening, having empathy, caring about them, reassuring the tenant or landlord that the matter is important and that you are going to work towards a solution to ensure all parties are happy.

Following are a few scripts and dialogues that you can use when dealing with a difficult tenant or landlord:

1. "Thank you for drawing this to my attention" or "I apologise that you have had to raise this matter with me"
2. "I would feel the same" or "I would be annoyed as well"
3. "I understand your concerns"
4.  "I will look into the matter as a priority and get back to you" or "I will resolve this for you and let you know"
5. "This is an important matter" or "I will make this a priority to take action and resolve the matter"

If you have effectively communicated with the tenant or landlord and they are still being difficult you could use the following close statements:

6. "What would you like me to do?" or "What can I do to make you happy? or "What would you like us to do, while being fair to all parties, to resolve the matter for you?"

There is much more than a few script and dialogues that are needed to manage difficult tenants and landlords, however this should get you started on how to communicate more effectively, defuse the situation and create win/win outcomes.

Did you find this article helpful?
If you would like to be coached by Debbie Palmer join our live online coaching sessions each Tuesday that covers dealing with difficult tenants and landlords in more details as well as many other topics. 







PPM ENews

Join thousands of industry professionals today to receive the latest news, helpful tips and articles.

Click here
TO BOOK A PPMSYSTEM DEMONSTRATION

Click here
TO BOOK A FREE CONSULTATION

NEWS & ARTICLES

PPM TV

Training & Events
Online Training
PPMsystem Tutorials
Workshops
Coaching Programs
Testimonials

Corporate Speaking
Why Choose Debbie
Speaking Engagements

PPM Conference
Conference Details
Download Brochure
Speakers & Program
Delegate Testimonials
Social Events
Venue & Accommodation
Travel
Sponsorship Opportunities
Sponsors
Sponsor Testimonials
Gallery
National Awards
Register Online

National Awards
Member Awards
National Awards
Hall of Fame
Award Finalists & Winners
Download Award Submission

PPMsystem
Why Choose PPM
Membership & Support
Implementation & Training
Member Awards
Testimonials

Consulting & Coaching
Consulting
PPMsystem
Performance Assessment
Coaching Programs

Products
Landlord Newsletter
Modules, Forms & Letters
CDs
DVD's & Audios
PPMsystem
List All Products

Rent Roll Sales
Classifieds
Brokerage
Due Diligence


Industry Partners

Recruitment

Advertise

Gallery

ENEWS

About
PPM Team
Testimonials
Charities
Vision & Mission
Values
PPM Careers
Terms & Conditions

Contact us
Postal Address:
PO Box 5019
Robina Town Centre
QLD 4230
P. 07 5562 0037
E. info@ppmgroup.com.au

PPM Group | Est. 2000