The document discusses 10 types of difficult client situations that can require intervention from a real estate management perspective: 1) The Time Thief who takes up too much time, 2) The Payment Procrastinator who is late or doesn't pay, 3) The Miser who wants discounts and bargains, 4) The Bully who is rude and disrespectful, 5) The Blamer who criticizes management unfairly, 6) The Loser who is unprofitable, 7) The Maven who tries to control too much, 8) The Indecisive client with changing goals, 9) The Insatiable Complainer who demands special treatment, and 10) The Unlawful client who disregards laws

1. The Tough 10
Real Estate Management Client Situations Requiring Intervention
Real estate management is a service
business and having good client
relationships is essential. But
different personalities, values,
communication styles, and
expectations affect satisfaction for
both sides of the table. There is such
a thing as a bad client. Here is a brief
look at the Tough Ten!

2. The Time Thieftakes up time better spent
elsewhere (e.g., due to a need for inordinate
information, the desire to socialize or not honoring
work hours).
1.

3. 2.
The Payment Procrastinatoris
late-paying, or worse, non-paying–and may even be
in financial trouble.

4. The Miser hunts for bargains, wanting
services at a reduced rate or gratis. One type
regularly asks for extras, trying to take advantage
of you. Another type won’t spend needed money on
the property.
3.

5. The Bully can be demanding, rude,
argumentative or disrespectful. This client deflates
egos, creates stress, causes self-doubt and hurts
morale. Ultimately, this can cost you employees.
4.

6. 5.
The Blamer uses hurtful, unproductive,
criticism. For instance, when the property isn’t
performing as the client desires, management is to
blame. Blame tears people down.

7. 6.
The Loser refers to the account—not the
person—and is the low- or no- profit account. Loss
leaders should lead only, not make up the masses.

8. 7.
The Maven gives you the gift of advice.
Actively involved is different than controlling, and
this client tries to control. Eventually, you’re
virtually made incompetent. If there is a problem
later, who will be held responsible?

9. 8.
The Indecisive changes direction often,
with goals as moving targets. Approvals may be
late or not given—an indication of client efficiency
problems. This leads to yo-yo management or
ineffective paralysis.

10. 9.
The Insatiable Complainer expects
and demands special treatment and impossible
results. Ask yourself: Are you being reimbursed for
the time this takes? Is accommodating this client
causing distress that hurts performance?

11. 10.
The Unlawful holds no allegiance to
landlord-tenant laws, building codes, Fair Housing
laws, labor laws, contracts or the IREM Code of
Ethics. It’s a major danger zone: A client may not
last forever, but a reputation does.

12. A True Story

13. Thanks for viewing!
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management information and resources.
The Tough 10 is excerpted from “Client Shades of Grey: How to
Reduce the Pain or Break the Bonds” by Natalie Brecher, CPM®,
Brecher Associates.
JPM®, Journal of Property Management
July/August 2014
Volume 79, Number 4