Give it to them!

Alex Mann our company has a customer service email address and phone number we can give to residents. If I know what's up ahead of time I like to shoot them an email so they are aware of the situation.

Alex Mann obviously we try to avoid this but we are transparent at how to get in touch.

That's definitely a no-go at my company. We can relay the resident's request, frustration, etc upwards and then get back to them with corporate office's response. But we don't just hand out our supervisor's contact info. If we gave every resident's her contact info, she wouldn't be able to do her job. We do have a resident support email (goes to corporate) we give out, when warranted, if the situation truly does need to be escalated. But we don't give out our supervisor's direct contact information.

My supervisor can be reached at....

What I would do in that type of situation:You do provide the RM email info and corp number, it should be on Google anyways. Secondly, I would let them know that it is your job to make sure they feel valued, therefore, I would explain to them that you’d do everything in your power to make sure the situation gets resolved. (Not the “issue” but the situation) Show them that you truly care and you’re genuinely concerned for them. Then, speak to your supervisor and find a way to make it right.If it’s something they did wrong, explain it to them privately. Before they leave your office offer them to do something for their apt, a WO that would be helpful such as, change the air filter, weather strip replacement, replace their trash can, something that’s simple to do, follow up with them by email to ensure they feel appreciated. “In my opinion” if a RM knows that you don’t have this type of issues often… she/he should be supportive and offer to help you handle the issue together! That’s what they are for! That’s just my opinion