Last week we talked about taking a breather and staying calm so that you don’t lose control of the situation.
This week let’s talk about putting yourself in their shoes and empathizing when things are getting tense.
Picture this: you’re on the phone with an angry tenant, and they’re laying it all out on the table. Instead of clapping back or shutting them down, take a step back and try to see things from their perspective.
Maybe they’re dealing with financial stress, health issues, or personal problems you know nothing about. From where we are standing, there is really no way for us to know what is going on in the tenant’s life at that time.
I had a tenant blow up at me earlier this year because she paid late and I sent her a 7 day letter. She told me she was doing the best she could and that I need to develop some patience. LOL. That didn’t go over very well. But, I stayed calm and reminded her that the lease dictated how I was required to respond and that the 7 day letter was basically her warning to pay. I had been having a bad day where everything seemed to be going wrong and my day ended with her yelling at me. She called me a couple of days later and apologized. I felt terrible after she explained that her very young son had died the previous month and she was struggling.
I would have still sent the 7 day letter but we have to never lose site of the fact that our tenants are people with problems of their own.
Empathy is your secret weapon here. It’s like flipping a switch from confrontation to connection. When you empathize with their situation, it’s easier to understand where they’re coming from and respond with compassion.
So next time you’re faced with a heated exchange, take a moment to step into their shoes and see the world through their eyes. You might just find that empathy is the key to unlocking a resolution that works for everyone. It doesn’t mean that you change your actions but that you react more kindly.
Next week, we will talk about focusing on solutions.
