Dealing with Difficult Residents

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Tuesday, August 25, 2020
10:00 AM - 12:00 PM (EDT)
Virtual.

Event Details

Dealing with difficult people can be the toughest part of our jobs. We'll discuss different personality types and various resident scenarios so that we are prepared for anything! This valuable knowledge applies to maintenence, leasing and all others in property managment.

Resident expectations are at an all -time high! More time and investment is being asked of our teams and our plates can start to overflow. Requests and complaints are a part of our daily lives and how we handle them can make or break our business. Usually, it’s not what you say, it’s how you say it. Being prepared for them is essential to your customer service reputation. Our residents are not an interruption of our business, they are the purpose of it!

Take Aways/ Objectives: - Resident concerns are inevitable. Brainstorming and sharing ideas will help you be prepared. - Empowering all employees to have discussions with residents makes your team stronger and more professional in your responses. - When resident conflict is handled well, you can actually turn a situation around and create a magic moment! - Positive conflict resolution leads to better online reputation and resident retention.

For More Information:

Brandy Peak
Brandy Peak
Director- Education, Programs, Meetings and Events AOBA (202)296-3390x763

Savvy Property Solutions

Nina Troester, CAM and Michelle Molinaro have been sharing knowledge and motivating multifamily partners for 12 years. They teach from experience, not from the internet or books, making their training programs relevant and easy to apply. You will walk away with action items and motivated to propel your customer service to exceptional levels. They teach together, making for a unique experience that is uplifting, humorous and interactive. Look for more to come from these outstanding ladies in years to come! Nina Troester, Cam and Michelle Molinaro have been sharing knowledge and motivating multifamily partners for 12 years. They teach from experience, not from the internet or books, making their training programs relevant and easy to apply. You will walk away with action items and motivated to propel your customer service to exceptional levels. They teach together, making for a unique experience that is uplifting, humorous and interactive. Look for more to come from these outstanding ladies in years to come!