You do ask the most interesting questions, Nate! This reminds me of a Saints or Sinners situational question. Either your answer is, "I would never do that!" (You're a Saint) or, "I always tell Residents to come in only during Office hours or use the after hours number for emergencies!" (You're a Sinner, or worse, a
Martyr.) The problem with this is there is not an always or never answer for this situation.

When I am working on site or training someone new, I teach people to set reasonable boundaries for themselves. It is not unreasonable to work a set schedule; however, we all know there are times when you need to work more than a 40-hour work week - especially if you are the Manager.

I also believe in being proactive. If you know you have a Resident who routinely comes in just at closing time, I would set a tickler to remind me to call that Resident once a week to ask how things are and if they have any work orders (or have the leasing team do this.) I think it might be a good idea to set one night a week for a later evening closing (close at 7 or 8 PM instead of 5 or 6 PM. A lot of Residents like this because they can come in and personally complain or present work order requests. A lot of Residents enjoy being able to talk to the person "in charge" when they do have a rent or renewal question.) Wasn't it Darwin who said something about what separates human beings from other species is our ability to sympathize with the plight of other humans?

But what do I know? I would stay an hour extra at night because that is when I could catch Residents at home and I didn't want to interrupt them at their work. That was MY CHOICE though. I enjoyed the quiet and it was a nice way to problem-solve issues on my own and with upper management who was usually available at that time. I don't think the Manager ncessarily mishandled that situation (except it was a lie to say she had an emergency when she didn't and maintaining credibility is important), I just try to prevent it from occurring in the first place by having open door policies during office hours or at least setting up times when Residents can come in at will.