Landlords often devote most of their time to a small percentage of their tenants. Whether these renters are endlessly complaining, asking for rent extensions, or requesting maintenance at night, a demanding tenant drains your financial and emotional resources.
Here are some ideas for improving your interactions with these challenging renters:
Listen to understand. Open communication is essential to any successful landlord-tenant relationship. A renter’s concern may seem petty but try to avoid quick judgments so you can approach the issue with a problem-solving mindset. Listen carefully and ask questions until you determine your tenant’s root complaint. Making your tenant feel heard will work significantly toward resolving the problem.
Be kind but firm. Learning to deny tenant requests in a polite but firm manner is a critical skill for any landlord. Treating renters with kindness and respect doesn’t mean always saying “Yes” to your tenants’ every demand. Doing so could be catastrophic to your business in the long run. When you say no, don’t apologize excessively –it will only confuse your renters and fail to resolve the situation. A firm answer with a concise explanation will help your tenant see your decision as final and may quell future demands.
Set clear expectations. Firmly established and communicated boundaries are easier to enforce. Your lease or posted property rules allow you to specify when and how to submit maintenance requests, approximate timelines for different repairs, preferred communication methods, office hours, etc. Having documented rules will make it easier to stand your ground.
Offer alternatives. Sometimes, a “no” is much easier to hear when you present it with an alternative solution. If your tenant wants you to mow the lawn, but it’s their responsibility under the lease, suggest local companies that provide that service. A tenant who’s always late on rent might appreciate a deadline that falls after he receives his monthly paycheck. A flexible, creative approach could significantly improve interactions with your problematic renter.
Prepare for difficult conversations. When handling an issue with a challenging renter, prepare for the conversation beforehand. Think through potential questions or objections and be ready with well-thought-out responses. If a law, lease provision, or stated rule is relevant, have it available for reference.
Keep documentation. Demanding tenants are the most likely to threaten legal action, so be prepared for that possibility. Save any correspondence between you and your tenant. Document the date, time, and nature of any issues, as well as your resolution. Detailed records can make all the difference if a dispute escalates to a legal claim.
Stay professional. Adopt a confident, non-threatening stance; make eye contact; and keep your tone even when discussing an issue with a renter. No matter how justified your stress or annoyance may be, giving in to anger or personal attacks will never move the situation in a positive direction. When necessary, part ways with an agreed-upon time to resume the conversation. Remaining calm and professional is the best approach to resolving problems and protecting your investment.
Even the most demanding tenants can benefit your rental business if you learn from your experiences. More thorough screenings, maintenance request rules, or more specific lease provisions may enhance your landlord-renter relationships and streamline the management of your rental properties.
About Rentals America
Rentals America provides full-service property management for residential rental properties. Our team is completely dedicated to property management, and we’re here to help landlords navigate the rental market.
