Samantha Massey FIRPM, MRICS (Linkedin)
Associate Director | Managed Living Partnerships Ltd (Now part of HML Group)
Vice Chair| IRPM (Membership Working Group)
Director| IRPM (Public Page)
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If you have yet to experience an “angry leaseholder”, consider yourself very lucky. Taking the time to learn how to recognise and avoid common mistakes when responding to an angry leaseholder will determine whether they tell all their friends and family how terrible you and the firm you work for are, instead of commending you on your customer service.
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Don’t Take It Personally
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Adjust your mind-set. Assume that the leaseholder has a right to be angry (even before you know the full details).
Perhaps the customer:
- Feels betrayed because your services did not meet their expectations.
- Has made incorrect assumptions that led to incorrect expectations.
- Is angry because of past experiences they have had with your firm.
All that matters is that you realise that your customer/client is upset and that it's up to you to solve the problem.
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Never Argue Back
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Listen to emotion without emotion. It is natural for upset leaseholders to express their anger and your initial reaction may be to defend yourself. Do not respond with emotion. Remember to be patient. Start with a neutral statement such as, "Let's go over what happened".
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Kill Them with Kindness
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Be empathic, speak softly, reiterate their concerns and acknowledge their right to be angry. It doesn’t matter who created the problem, or what transpired before the leaseholder got to you.
Show them you understand why they’re upset. For example, you could say, "I understand why you're upset. I would be too. I'm very sorry that we didn't...".
Once they’ve had time to explain why they’re upset, repeat their concerns back to them so you're certain that you're addressing the right issues. Then, apologise and own the problem. It’s too easy to distance yourself from the problem by stating that you are not responsible for it and that another department will need to handle it. If the leaseholder senses that they are communicating with someone who is powerless, it will create yet another reason for them to be frustrated and angry. Avoid passing the buck at all costs.
The leaseholder does not know your company, your policies or your procedures. Reassure the leaseholder that you can provide a solution, even if you need to get the assistance of other parties to achieve it.
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Place the Customer First, the Problem Second and Present a Solution
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In my experience, there are two conflicting issues that occur simultaneously when dealing with an angry leaseholder:
- Emotional distress.
- Technical or administrative issues that have caused the emotional distress.
It is important to acknowledge the anger first and the technical issue second.
Remember that they approached you for a solution. Ultimately they want your advice and assistance to resolve the problem.
There are two ways to do this:
- If you feel you know what will make them happy, tell them how you'd like to correct the situation.
- If you're unsure of a solution, or if they resist your plan of action, then ask them to identify what will make them happy and how they feel the issue can be resolved
Take Action and Follow-Up
Once you've both agreed on a solution, you need to take action immediately. Explain every step that you're going to take to fix the problem. Once the situation has been resolved, follow up with the leaseholder to make sure that they’re happy.
You may not be able to guarantee that your actions will resolve all problems permanently, so reassure the customer that you will be available to assist in the event that a problem should re-occur.
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Use the Feedback
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Reduce the risk of the situation happening again. Identify how the problem started in the first place. Find the root of the problem and make sure it's fixed immediately. Ensure that you're managing complaints and feedback effectively and review your performance so that you can improve the way you handle situations in the future.
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Relieve your Stress!
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Remember to also address your own stress levels when the conversation ends. Managing your stress levels effectively is crucial to being a successful and happy block manager. Walk around the office, drink a cup of coffee or vent to a colleague. Don’t let it ruin your day!