Property management isn't as easy as some people think it is. There's a lot that goes into it, from actually finding residents to drafting fair leasing agreements to marketing to resident retention. At the heart of most processes is good customer service, but it's also important that you have a strong relationship with your employees as well.

But what happens when a conflict arises? This could be a conflict between employees, one between residents, or even one between an employee and a resident. In these situations, it's vital that you are able to balance how you deal with the altercation.

Failure to properly manage a situation such as this can lead to problems - if you anger the resident, you could lose a resident or experience bad reviews and word of mouth. If your employees feel slighted, they could spread bad morale or even quit outright.

While every situation is different, there are a few things that you can do which could help you better manage conflicts when they arise. Here are some things to keep in mind.

  • Having a clear policy in place regarding not only things like rules and regulations, but also what occurs during a conflict can help dramatically. Since these policies will be in place before the confrontation, and since you can have each resident and each employee sign them, you can then simply refer to the documentation as needed. This way, there is no 'taking sides' - you're simply following pre-established guidelines.
  • If there is no guideline in place regarding whatever is fueling the problem, you'll need to approach things more tactfully. Communication is key here, and listening to both sides is the first step. Then, you'll need to be able to try to work with each side of the argument to reach a compromise. Try to use empathy, and see things from each side. However, remember that you can't put your property or your business in jeopardy when you do so.
  • You can also turn to third party property management teams like ours to help. This removes you from the direct interactions that come with conflicts, and allows you to focus on other aspects of your properties. We'll handle things appropriate so you don't have to.

These basic steps can be the keys to getting results and avoiding the various issues that can come from conflicts on your property. If you need help, we're here and ready. Contact our team to find out more.