Here’s the truth. Sometimes Residents are just mean, or mean-spirited. I received a text the other afternoon from a leasing consultant who was distraught after a rather nasty interaction with one of the residents. She texted that she didn’t think she was “cut out” for this kind of business because she is treated so poorly by many Residents and she is unprepared when people walk into the office and just start with all their negativity.
Onsite Office Teams shouldn’t be subjected to this; however angry residents are going to vent. It’s also the truth, and if your Leasing Consultant is the first person (or only person if it is small property) a Resident sees coming into the Leasing Office, they often take their anger out on that person. Besides telling our Teams to grow thicker skin, how do you think most Property Managers handle this, or should handle this?
I texted to the Consultant to not let one person who is having a no good, very bad, horrible day ruin her positive disposition and steal her sunshine because – the truth is – that person is not worth giving that power to! You ROCK it every day you work at this property and take a deep breathe. Lock the door, clear your mind, take a quick walk, and if you are still upset, simply close the office since there is only 20 minutes left anyway. The world will not come to a crashing halt if the office is closed 15-20 minutes early on a Friday afternoon.
And to the Resident who tried her best to humiliate, denigrate, and strip the joy right out of this Leasing Consultant, well, just wait till Monday ….