In handling difficult customers there are a number of things that you'll have to consider, especially when dealing close range in terms of property management. Here are a few:
- Difficult customers provide you with an excellent opportunity for feedback. You'll learn things about your property that you may have previously taken for granted.
- Different people have different taste, complete with a myriad of methods for informing you about the said taste. Some are not by any means palatable, leaving you in a state of mind that you'd rather not have to deal with them. You have to learn to cope. Remember that it is business and you must be professional at all costs. No cussing out the customers.
- There are customer protection laws. Which are necessary since some landlords err on the side of being a slumlord, only wanting to accept money and do little else. Totally unacceptable.
If you would serve a customer well, remember that where manners and respect will get you, money certainly wouldn't. If you have manners and respect you'll go places that people with money will never go. It's a lesson I learnt from young and I have proven it true on many occasion.
Remember that when you handle difficult customers, it is best to be in control of your emotions. Always function at a level where you are in control of yourself and your actions wherever possible. Though it's true that not all business is good business, you never want it to be said that you were in anyway less than courteous at all times.
You would know of course that the aforementioned is easier said than done. Nonetheless you have to practice extensively. You never know when an unguarded moment will come and the most trivial of words or actions can fuel an episode of ill emotions.
I hope that this short script has alerted you that in all your dealings with customers, some will be difficult and you must be prepared to handle the situation amiably.
