My recommendation would be to proactively set realistic expectations and educate them about the process when you can. If a reoccurring issue arises, then send out a response and if applicable send an ETA. They will all respond better if you recognize their issues and have a resolution. Don't wait for them to come to you. If contractors become an issue, join your apartment association and get good referrals to give your property options to perform better with reliable contractors that can meet your own needs and expectations. You can also benefit from the apartment association by meeting others and getting their feedback as well. There will always be people who complain, but you can only do your best to try and mitigate it and see if the overall response improves.
Good luck! I hope you find some relief. I haven't worked in either, but have worked with different companies in each and it does sound like the dynamics are different, but in the end the key is how you handle it and setting those expectations early on so that it doesn't become problematic later on which it seems you are in the middle of.
All property management the same? HOA vs Multi-family vs Commercial?
Some background, I started as an assistant property management for HOA's. Within 3 months I was promoted to a property manager with 17 HOA's and over 300 units. No benefits, nothing else offered.
3 months in...its horrible. Owners feel very entitled to get things done ASAP, but are unaware of the process. I am being stretched between the owners, the board, and contractors. All the while trying to sift through the emails and voicemail's. I am not sure if this is an industry standard, but I take emergency calls 2 weeks at a time (includes other managers buildings).
Are apartments/commercial any different?