It's as inevitable as the Sun rising in the east or the Golden State Warriors and Cleveland Cavaliers squaring off yet again in the NBA Finals. No matter how well run your apartment communities are, your team members are going to encounter disgruntled residents from time to time.

Perhaps your team made an honest mistake of some sort and the renter is legitimately frustrated. Maybe the resident is a difficult personality who is quick to see fault where there is none. Regardless, dealing with irate residents is a part of life in the apartment industry. Below are some tips for how onsite staffs can best handle angry renters.

1. Get training. An apartment operator can't just throw its onsite associates out there and hope that they handle themselves well when confronted by emotional renters. Operators need to prepare their team members.
   
   That means the topic should be addressed extensively during new employee orientations, and it should be revisited regularly during meetings of leasing staffs and maintenance technicians. Bring in HR and even conflict-resolution experts to give your staffs the insight and knowledge they need to perform well in these difficult situations.
   
   
2. Stay calm and be empathetic. This may be easier said than done, right? But it's absolutely critical.
   
   An upset resident can be insulting and even intimidating, but the onsite associate has to remember to not take things personally. These situations are not about them as individuals – it's about whatever issue the resident has perceived. When an associate begins to take comments personally and reacts accordingly, that's when these situations can spin out of control.
   
   Instead, community staff members should practice empathy. Place yourself in the resident's shoes: this is their home, and they're paying a significant portion of their hard-earned income for it. They just want the best living experience possible, and they can get frustrated when something doesn’t meet their expectations.
   
   
3. Be a good listener. Often, a resident simply wants to feel that they've been heard. So associates should make sure they're listening carefully. When talking with an angry resident in person, maintain good eye contact, and certainly don't take phone calls or look at your phone while talking with them.
   
   Try not to interrupt an irate resident. Let them get their comments out of their system. Ask follow-up questions. Say things like "I understand" and "I'm so sorry" when appropriate.
   
   
4. Take swift action. If there is a situation that needs to be remedied – say, a maintenance request that fell through the cracks or a pool or onsite dog park that needs to be cleaned – give the resident clear and realistic expectations about when the issue will be addressed. And then fix the problem.
   
   Keep the resident in the loop about the progress of your efforts and let them know if the timeline for repair changes in any way.
   
   
5. Make a nice gesture. If an apartment community has truly made a mistake, the onsite staff should go beyond simply addressing the specific issue. If the error is serious enough, the onsite team should consider giving the resident some type of gift to soothe whatever bitter feelings have arisen.
   
   Maybe it's a gift certificate to a local restaurant or movie theater. Maybe it's a discount on next month's rent or free use of a storage unit for a certain period of time. Whatever it is, such gestures can go a long way with unhappy residents.

Dealing with disgruntled residents can be a real challenge for onsite associates. But by keeping the above steps in mind, they can effectively resolve these situations and even win the loyalty of unsatisfied renters in the process.