Enter your email address for weekly access to top multifamily blogs!

Brent Williams' Apartment Blog

Thoughts, comments, and ideas about the overall multifamily industry, as well as a property-specific focus on resident retention and apartment marketing.

Angry Residents Evolve Into Passionate Ambassadors?

On a previous blog about how to deal with an angry resident, I got some great comments from those that had dealt with severely angry residents, and how they chose to handle the situation.  One thing I found interesting, and something that I’ve found to be true in my own experiences, is that successfully identifying and handling an issue from an angry resident not only solves the problem, but turns that resident into a loyal fan of the community!  As Mindy Sharp mentioned, “Almost 100% of the time, these Residents choose to renew and they do become wonderful ambassadors for the community.”

I’m a very laid back person, so I can’t imagine going into a store or other situation and start yelling at someone.  I wouldn’t say that I’m not passionate about things, but that is a whole other level of passion!  Quick to anger, quick to love, people with this personality type can be quite a challenge!  Although we should never allow our residents to be verbally abusive, I want to point out the potential benefits of being patient and truly working through their problem.

(Note:  There are different types of personalities that will yell in that type of situation.  I am detailing just one personality type, so different results and strategies need to be used with different types of people.)

One personality type that has a tendency to react in a super-sized way is the “Big Heart” personality.  This person is often emotionally charged and quick to react to different situations without calming down and assessing them first.  They often work in extremes – they either love you or they hate you, with few options in between.  But big emotion can work both ways!  While they may come in screaming, proper handling of the situation can lead to very loyal and happy residents!

So if you don’t see this type of screaming resident as an opportunity, you are missing the point!  Resolve their problem and they will be loyal for life!

Want to connect with me?  Add me as a friend on my profile and friend me on Facebook!

Rate this blog entry:

Comment Below

  1. Posting comment as a guest. Sign up or login to your account.
Attachments (0 / 3)
Share Your Location
It might be cold outside in some parts of the country, but that is no reason for that to put a deep freeze on your resident engagement and leasing activities. However, it may require you to put more heat on that creative bone of yours! The apartment community I live at just had a wine and charcuterie night (my community knows me well...I love any event when wine is involved)! But it got me thinking of attendance. You see, the apartment community I live in has four buildings. Meaning, reside...
The property management industry in the United States generates $88.4 billion in annual revenue and it is only expected to grow (iPropertyManagement). Property managers seeking methods to streamline their growing To-Do lists have more capabilities at their fingertips than ever before. New real estate technology empowers property managers to streamline processes like rent collection, batch invoicing, security deposits, insurance, and more. On the flipside, tenants have the ability to pay their re...
Managing an apartment community is rarely straightforward, but your job can get a lot more complicated during the holiday season with changing weather, increased deliveries, and overnight guests. This blog will cover a list of the top five winter property management tips to help you make sure your staff and residents have the best experience possible this holiday season. And don't forget to download the free resident holiday email template!    1. Send a holiday newsletter to residents ...