Recently I asked a group of onsite property managers to answer the question: What does 'business is personal but don't take it personally' mean to you? Their responses are interesting and on target. Before you read on... what’s your interpretation? Here's what they had to say:
1. This is a good one for me. I have a nasty habit of taking EVERYTHING personally.
I think this means, you have to put a lot of yourself 'personally' into your work but you can't let it run your life or effect you 'personally'. It is an interesting paradox in this business because you want the people you work for and with to feel that you care. But if you care too much (loose yourself in caring) it can have a negative affect on your own life.
This is something that I have to remind myself everyday. It is really hard to keep personal feelings out of anything that you spend so much time working on. Yet, it’s essential.
2. For me this is an easy one. To conduct business, we have to meet our client/residents and our staff on a personal level. Our client is looking for or living in a home where there personal life takes place.The staff has a personal life outside of work which can effect their performance or their perspective on a client.
It is important for us as managers to understand that while we may be taking part in someone's personal life, their 'acting out' is not truly about us.
3. Anytime I have contact with someone related to my work a relationship is developed. It doesn't matter if it is a future resident, vendor, team member or a current resident. Every interaction I have either builds or takes away from my business relationship with that individual or company. It's a personal relationship, yet not about me personally.
4. 'Don't take it personally' is a skill that is difficult to master. For me it is all about professionalism. I am here to do my job and do it well. I am here to make my resident's life easier. I am here to solve problems in a quick and competent manner. Sometimes it doesn't go that smooth. People get angry easily, especially when it comes to things that mean so much like their car or their home.
I am not immune to the "angry resident" and have dealt with many. What I try to keep in mind is that they are upset with a situation not me as a person.
My job is to respond with professionalism and speed even if I think it is a petty problem. A petty problem for one person can be a huge issue for another, I am not here to judge their emotions. So I don't 'take it personally' but I certainly make my 'business personal'.
5. Here's what it means to me. Always maintain your composure no matter how much you want to punch someone's lights out and always be professional in the face of adversity. For example:
Don't flinch when your resident raises his fist at you while screaming at you because mother nature dumped 4 feet of snow on his driveway only.
Don't ever think your the bad guy when the resident screams his head off at you and calls you names (threatens to call your boss; tells you that you are the worst manager and ‘everyone hates you here’) because you had the gaul to re-enforce their lease.
Don't blush, Don't cry, Don't sweat, Don't make excuses - its just business as usual in the apartment industry!
So, what does ‘business is personal BUT don’t take it personally mean to you?’ Please share your insights~