Five Steps to Handling Resident Complaints via Multifamily Blogs

Have you ever heard the statement, “Customer service would be easy if it weren’t for those customers?” Sometimes that is just too true, isn’t it?

After all we know that sometimes residents:

• Don’t read their leases
• Don’t think their leases actually apply to them
• Cause the problem then get mad at you for the problem
• Can be unreasonable
• Can be dishonest
• And on and on and on and on

The challenge that you face is even if a complaining resident is all of the above, you still have to deal with the situation don’t you? In other words, the fact that a resident may be all of the above doesn’t mean that you can just “DQ” their complaints and brush them off. Well you could try but then you still have ‘Harold’ standing in the middle of the leasing office wondering why he can’t “speak to the manager!”

Read more...Five Steps to Handling Resident Complaints - Multifamily Blogs