Topic: Do any of the other property managers feel that people hate them and are creating enemies?

Do any of the other property managers out there feel like they have a job where they are in a position that people hate them and they are creating enemies?
I just feel like being the manager responsible for sending letters, telling people to follow rules, evicting people at times, I really create enemies with some of the residents and they don't see it as you doing your job but really hate you for doing your job, no matter how nice you try to be about it.

Some people hate cops because they enforce the laws. Property management is no different.

I’ve been where you are, and that feeling stinks! Try to remember your other roles too: you’re helping provide affordable housing. You’re a teacher and trainer to your team. You’re coordinating neighbor relationships with events that bring people closer together. You’re awesome!

You can't please everyone, but you can treat everyone with respect and kindness. Some residents you will never please. But you will spend more time on them than on your good residents. One thing I always tried to do was send out nice notes to people on a regular basis. Thanks for the lovely plants on your balcony. Your apartment looked great when we did the walkthrough. Thanks for calling in the service request, how did we do? Also, encourage positive feedback with a process for your residents to nominate an employee of the month.

Great ideas Colin R. Ferguson. Get the residents in the frame of mind of thinking and speaking in a positive way about the Management staff. Makes them think about (realize) the positive things our teams work so hard to
Provide.

100% agree. The majority of your residents are happy you are there to enforce the rules and would be upset if you didn’t. So focus on them!

We know in this profession that it is expected for us to wear a lot of hats, but it’s up to us to find a balance between being someone who enforces rules and someone who cares about our residents. It’s not easy! Balance is crucial in getting them to respect our authority while also providing the best customer experience we can. People who can find that balance make the best Leasing professionals and managers

You just have to remember you’re paid to do a job for the greater good of the community and don’t ever take anything personal.

I try to go above and beyond for my tenants year round and encourage them to come to me for anything. That way, when they need something, they’re confident it will be done. Also, they will know that when I send out notices requesting (for example) people stop putting non recyclables in the recycling, that I’m asking for help and trying to benefit everyone.
Im at a new company for the first time in almost 4 years. So far since I started I’ve started an eviction process for a tenant I didn’t even know their name, done rent collections, told people the elevators will be down for a month, basically all bad news. So people are associating me as the bad cop who is just coming in and barking orders. It’s all admin work, and you build the relationships and trust with the tenants as you go.

I also always tell people don’t make me be the “bad guy” I don’t want to be that person do don’t do things that turn me into that person. I say this to the staff too!! Don’t do things to make me have to write you up!!

They need to follow the rules of the lease. Your not the bad guy to make you follow those rules.

95% are fine......

Just follow the rules-simply an enforcer of the rules!

No, I don’t. It’s the way you handle the situation and remember, a title, does not give you the right to treat anyone differently. Understanding, compassion and empathy. Most people will understand your just doing your job.

Welcome to Property Management

We are not here to be friends- we are here to manage an asset. When you realize no matter what you do you are the bad guy- it will get easier. Turn to Co-managers for friendship and support! Remember you’re amazing!

21 years as a property manager, I don’t even shop in the town I work in, LOL!

When I feel burnt out I send a resident a thank you card every day for a week. I spend a lot
Of time focusing on my needy residents, or my ones who don’t pay, or my disruptive ones, that I overlook the quiet ones, the on time payers and the helpful ones. I write one thank you card and put it on their door. A nice excuse for some fresh air and 5 mins of reflection on the fact that there are great residents out there.

Thanks all, gave me some great ideas. I do get plenty of thank yous from tenants for addressing issues with the disrespectful tenants. I try to send thank yous, surprise gift cards, host resident events and get to know and hear people feedback both positive and negative. It is only about 5% who make you feel that way and target you as the bad guy but they are basically the problem people. Great feedback though

Positions of leadership come with the role of making the hard decisions and having the difficult conversations. You can do all of this with a service mentality and with a servant’s heart. I learned as a youngster years ago to wear a shield of armor. It’s not personal...don’t let it get to you. And remember, it’s more impt to be respected than liked in your role.

For every person you have to enforce your rules with , you are making happy at least 5 more who are so glad you are which gives them a feeling that paying their rent at a community they call Home has people making sure others are as good as they as neighbors. You owe it to Good residents to remove the bad ones.
Providing a good home to the majority is one of the basic needs of this world. I say a most honorable profession.

18 years and counting

So true especially the eviction part

Yup! The only people who hate us are usually the ones breaking the rules and receiving the letters. Just keep that in mind. You can’t make everyone happy and you can’t keep people from being stupid.

It’s all in the way you talk to your residents. I treat my residents with respect when I’m telling them what they’re doing wrong or what needs to be corrected. I’m a tough manager and I’m respected by my residents.

The PM position can be very straining at times. Especially when you have situations where you have to enforce the rules and that rule can be questionable. But as long as you treat that person with respect and empathy, you can walk away feeling like you’ve done the best job and enforced the policies with professionalism etc. And I truly believe that the resident although may still be mad, they won’t feel like it was an intentional attack on only them! And that my friend will set you apart from that mean, unfriendly Manager that we all know or have worked under as Assistants.

Hi Shauna,
Try not to confuse the job and tasks you do with the person you are. There are tasks a Manager must perform to increase the asset's value, whether it is through an eviction, collecting on time, late or overdue past rent, correcting resident behavior and any number of other things. What you do though is not who you are. I think in the long run, most all residents conclude that their Manager cares, has a heart, and is fun - they see this at resident events, in your newsletters and social media posts, when you out walking and laughing with the kids and parents, passing out treats on the first day of school or at the pool. They also notice when you stay late to work on reports. Believe in yourself! Show your confident side every day! Smile - I always say you haven't really arrived in this industry until some disgruntled ex-resident talks smack about you in a review.