Delivering Bad News to Tenants and Homeowners
Delivering bad news to community members and tenants is one of the downsides of owning property or managing an association. Whether fees or dues are increasing, the pool or another community amenity needs to be closed for maintenance or you’re implementing a new policy, sharing bad news is never fun.
No matter how you deliver the message, not everyone will respond in a positive manner. Spreading the word in a professional manner, however, is the best way to minimize conflict and frustration.
Let Them Know as Soon as Possible
Waiting until the last possible second to deliver bad news is never a good idea. When you provide advanced notice, residents have time to prepare and make adjustments as needed. As a general rule, you should announce scheduled maintenance at least one to two weeks in advance. Provide as much notice as possible for things like policy changes and fee increases.
Few things are worse than getting bad news you don’t understand. When communicating with residents, deliver your message in a clear, concise manner to avoid frustration and misunderstandings. Explain what’s going on and why it’s happening, and be willing to answer any questions that may arise.
Being professional doesn’t mean you have to be insensitive. Being empathetic is the key to delivering less-than-pleasant news while providing your residents with excellent customer service. Put yourself in their shoes, and be willing to listen to any and all concerns. Work around schedules as must as you can, and let your residents know that you are doing your best to minimize disruptions to their lives.
Delivering bad news is a challenge for many homeowner’s associations, condominium boards and property owners. At AMI Colorado, we can help. As your property manager, we can help you avoid the stress by acting as a point of contact between you and your residents. To learn more, contact us today.