What do you do when a resident is disrespectful to your employees and what are the expectations for your staff in handling the disrespect?

 

I would be curious to find out why the resident is being disrespectful. Did your team drop the ball and now we don’t want to deal with an upset resident? If so, your team really needs to make an effort to win the resident back over. Either way, has the property manager tried having a conversation with the resident letting the resident know the expectation? I am asking to get you to think deeply about this and certainly not accusing your team of any wrong doings. I feel we are often quick to send a legal notice when we have either created the issue or could show kindness and maybe turn the resident around.

Hmmm. I get this. But you are accusing the team of something.
What if we didn’t do anything?! What if our notices are valid?
What if our communicate is clear - they just don’t like the answer.
I appreciate your response but it does assume the team is the problem. In our case I don’t believe this to be true at all.

Quay Neil as part of my initial communication. “I am asking to get you to think deeply about this and certainly not accusing your team of any wrong doings.”
If it is truly the resident then maybe you missed this in my initial communication as well “Either way, has the property manager tried having a conversation with the resident letting the resident know the expectation?”
As I previously stated, I am certainly not accusing your team of any wrongdoing, just merely trying to give you the power to think through the situation. I wish you nothing but the best as this is a tough business to be in and it pays to be kind.

I appreciate you.
I am here for community and appreciate all contributions.
Not all contributions need consideration.
But may be useful for others.
I may not always “need” a solution from my colleagues. I may just want to share my experience to see what others do.
Again: I appreciate you. And I’m so happy that I have the team I have.
“As previously stated”
I appreciate your contribution. And hope someone finds it useful.

People are crazy these days so we handle disrespectful (verbal abuse) and threatening people gently, but sternly. Yes a definitely a lease violation is warranted if threatening demeanor was displayed. My management would ask them to leave the office or tone down their language if on the phone. But discussion of potential lease violation would come after the parties have calmed down. I have banned residents from coming into the leasing office if they act out of control. It’s not acceptable behavior & my staffs safety is my top priority.

If I am nearby, I immediately interject and take the heat off my employee. I ask the resident to talk in my office and I call them out on their disrespect. We have to follow fair housing but we do not have to take disrespect from anyone.

In the moment ~~ let the resident know that I feel their conduct is disrespectful and will not be tolerated. I would ask them to leave the office and let them know they can return when they change their behavior. We work too hard to allow anyone to disrespect us or our team. We can disagree and still be respectful & kind!

As a Director I get these calls. A lot. And I remind people that they do it get to treat me or my staff with disrespect. I make sure they understand they don’t get to live at the property if it continues. And most of my properties are in California where it’s next to impossible to evict. But you staff has to know you have their back. I usually require communication in writing only

IMO- First, invite the resident into a private area to have a seat with you where you explain you want to help them, but you need them to take a deep breath and explain their situation and expectations. The team member needs to really listen and repeat back expectations with solutions or schedule a time to follow up if answers aren’t readily available or apparent. They’re only going to calm down if you show compassion and participate in active listening.

Are they being disrespectful to maintenance or office staff? I always worry about sending maintenance into apartments when the resident has issues w staff. I would call the resident and try to RESET and start over. I’d explain we are an office of professionals and everyone needs to be treated w respect and decency. This usually works but if it doesn’t I would become the only form of contact for that resident (email).
Inform your regional, document and don’t let your guard down w this resident.