1. “If you had read the lease…” No one wants to deal with someone who is inflexible or seems like they are unwilling to help. Better statement: “I wish we could, but that is not an option since we are restricted by fair housing laws. What we can do for you is…”

2. “Sorry, we’re closed.” This tells the resident that you work by the clock and do not have any interest in helping them. It may be that the resident was simply unaware of your office hours. Better statement: “Our office hours are 9 a.m. to 6 p.m., and as you can see we just closed our office. What is it that you need? I would be happy to stay a few extra minutes to help you.”

3. “That guy was a jerk!” This is grossly unprofessional, as it demonstrates that you are a gossip. Residents are going to wonder what you are saying about them after they leave, and you’ll lose any trust they have in you. Better Statement: “Thank you for your patience while I helped that gentleman. What can I do for you today?”

4. “I don’t know.” It’s a negative phrase and it makes you sound like you don’t care. Residents don’t expect for you to know everything, but they do expect you to be confident in your knowledge enough about your property to provide an answer. Better Statement: “That’s a great question. Let me find out for you.”

5. “The fitness center is located by the pool." "When you drive in the community, take your first left and then turn right at the next street—it is in between buildings 12 and 13.” If someone just moved in and doesn’t know their way around your community, it can be very confusing and easy to get lost. Getting complicated, confusing directions will just make them more frustrated. Better statement: “Hold on one moment—let me tell my manager I am leaving and I will take you there and show you where it is.”

6. “The manager’s not here right now.” When you say this, you are telling the resident that you can’t help them and their question or concern is not your problem. Better statement: “The manager is in a meeting now, but she should be done by 2 p.m. I’ll make sure to give her the message that you would like to speak with her. Or, if you prefer, I can give you her email address and you can address her directly.”

7. “What an unusual name.” Even if your resident is thick-skinned, it could come across to someone as insensitive—or even prejudiced—when you carelessly remark about their name. Better statement: “How do you pronounce your name?”

8. “If you don’t like it, you can live somewhere else.” Not only is this condescending and arrogant, but it’s insulting. Better Statement: “Given what you want, let’s look at some other options for you.”

9. “We have a recycling center?” Well, this goes without saying, but you should know your property inside and out. If someone asks you a question, you should be able to answer without hesitation. Better Statement: “Yes, we do offer recycling services. Let me show you where it is located and how it works.”

10. “Ugh. I barely made it here this morning—I almost ran out of gas, the traffic was terrible, and now I have the worst headache.” Residents do not need to know your problems or anything about your personal life—they need you to solve their issues. Better statement: “Good morning! How are you today?”