Residents say the darndest things, and sometimes even the unimaginable! As professionals, part of the job is managing difficult conversations and minimizing explosive situations.

1. PART ONE

2. COMPLAINT BEHAVIOR
“Negative Emotions and Their Effect on Customer Complaint Behaviour”, Bard Tronvill - Hedmark University

3. COMPLAINT BEHAVIOR
Frustration Fear Anger Shame Sadness
Powerlessness,
despair and
resignation
Worry, anxiety
and nervousness
Irritation, disgust
and rage
Guilt,
embarrassment
and regret
Unhappiness,
loneliness and
depression
Unable to
resolve the
issue
themselves
Low level of
trust the issue
will be
resolved
Combination of
frustration and
fear
The impact the
experience has
on their
personal brand
Combination of
shame and
frustration
“Negative Emotions and Their Effect on Customer Complaint Behaviour”, Bard Tronvill - Hedmark University

4. COMPLAINT BEHAVIOR
Which behavior is most
likely to trigger a
complaint?

5. COMPLAINT BEHAVIOR
“Negative Emotions and Their Effect on Customer Complaint
Behaviour”, Bard Tronvill - Hedmark University
1. Powerlessness
2. Despair
3. Resignation
Frustration

6. ALL CAPS

7. LAUNDRY LIST
1. Picking up after pets
2. Not enforcing rules
3. Management not responsive
4. Cheap renovations
5. Mold in cabinets
6. Pest issues
7. Trash fees
8. Constant internet problems
9. Maintenance delays
10. Gates not working
11. Pay for gate fobs
12. Fobs don’t work
13. Courtesy officer not responsive
14. Resident portal issues
15. Poor customer service

8. VOLATILE AND VAGUE

9. COMMON COMPLAINTS
Maintenance
Customer
Service
Neighbors
Safety
Concerns
Rents
Deposits/Fees
Slow response,
delays, repeat
issues
Slow response,
indifference,
treatment after
move-in
Not following
the rules,
management
unable to resolve
Onsite and area
incidences,
control access
features
Increases, move-
out charges, a la
carte pricing
Ensure
residents have
access to
everything
they pay for
Overall level of
service is
consistent with
each
interaction
Educate
residents and
hold everyone
accountable
Keep residents
informed from
higher up in
the
organization
Educate
prospects and
remind
throughout
residency

10. DIFFICULT RESIDENTS
Chatty
Cathy

11. DIFFICULT RESIDENTS
Cursing
Complainer

12. DIFFICULT RESIDENTS
Authentic
Outrage

13. DIFFICULT RESIDENTS
Bullying
Beef

14. DIFFICULT RESIDENTS
Sob Story

15. DIFFICULT RESIDENTS
Rarely
Seen

17. P-E-R-F-O-R-M
Professionalism
Never miss an opportunity to show the
resident you are a true professional in
everything you do.
You are a part of a team that operates a
million-dollar business so conduct
yourself and your business in that
manner.

18. P-E-R-F-O-R-M
Empathy
Work with residents from a place of
understanding, having the ability to see
things from the resident’s point of view.
How you would react if you were in
their shoes?
Most importantly, acknowledge when a
mistake has been made

19. P-E-R-F-O-R-M
Resolve
The end result is the beginning. “What
would you like to see done, Mr. Jones?”
Determine what resolution is going to
be satisfactory for your resident and
work from there.
Get as close to that resolution as
possible, then present the resident with
what you can do for them

20. P-E-R-F-O-R-M
Follow-Through
Different from “follow-up”.
Following through is seeing a task not
only to completion but through to
satisfaction.
Once an issue has been resolved, circle
back with the resident to make sure
they are satisfied with the outcome.

21. P-E-R-F-O-R-M
Overlook
Even if a resident makes a negative
comment that attacks you personally,
respond and conduct yourself from a
professional stance.
Retaliation is not an option.

22. P-E-R-F-O-R-M
Reassure
Be confident and realistic when working
with your residents.
Never promise more than you can
deliver and always deliver more than
you promise.

23. P-E-R-F-O-R-M
Move forward
Harboring negative feelings about a
difficult resident will prove to be
counter-productive.
Avoid voicing negative opinions to other
team members.
It could jeopardize their abilities to
work with that resident in the future.

24. KEY TAKE-AWAYS
1. Frustration triggers most complaints
2. Respond vs. React (in person and online)
3. Opportunities to shine