How to Work With a Difficult Tenant

As a property manager, a landlord, real estate agent and/or broker, there will be times when you need to deal with a demanding, even difficult tenant.   I personally have come across a few.  If you find yourself in a situation where you have to deal with a difficult tenant here are some things to keep in mind:

1.     Be an effective communicator: Many of the misunderstandings that can occur with tenants, can be avoided with clear communication.  If a tenant is unhappy and seems to be acting in an unreasonable manner, take a minute to really understand the problem, before becoming defensive or reactive.  Listen to what they have to say, and then repeat back what it is you heard and make sure you are both on the same page from the beginning.  Someone that feels listened to and understood is less likely to remain or become angry. 

2.     Remain calm: When someone is really upset or seems angry or defensive, try not to take it personally and respond without emotion or irritation.  Two emotional people are more likely to add to the problem, rather than diffuse it.  Sometimes the tenant is really upset about something that has nothing to do with the issue at hand, and you reacting in a calm, or even kind manner, can help them to calm them down. 

3.     Don’t be dismissive: Sometimes what is important to the tenant may seem like a trivial thing to you, but it was important enough to them to let you know about.  Hear the tenant out and if it not something you can do anything about, explain to them why and if necessary, bring the lease or the law into it. 

 4.     Think Before you Act or React:  Sometimes a tenant can be really difficult and you feel frustrated, especially if you have the law on your side.  For example: If you would like to show a property that is tenant occupied, and the tenant will not allow showings, you could point out that their lease requires that they cooperate with showings in the last thirty days of their lease.  If they still will not cooperate, you can post a 24 hour notice and bring your buyers to see the property then.  Sure you could do that, but do you really think it will be a good showing with a really angry tenant, who doesn’t want to let them in? 

5.     Know the law:  Sometimes there will be situations that you cannot diffuse, and tenants that are beyond all reason.  Then it is up to you as the property manager or the landlord to know how you can legally remedy the situation.  There are things that you cannot do legally, like change the locks or enter the property without notice, doing something that is not legal will only put you in a more difficult situation. 

6. Don’t let the issue get clouded: I have had issues with some tenants who were masters at skirting the issue, or turning the issue around.  They want to blame you, the bank, post office and who ever else they can, if their rent is late, instead of accepting the responsibility themselves.  You could spend a lot of time defending yourself or explaining things to this tenant, but sometimes you just have to pause the conversation, state the obvious: your rent is late, it is no ones fault but your own, you owe a late fee, end of discussion.