The Resident is NOT the Problem!

 How to Handle Resident Problems and Problem Residents....and Know the Difference!

Sure, the customer is always right . . . but what about when the customer is not right? The interaction with Residents is one of the biggest stress inducers of many apartment personnel. Demanding Residents cause much grief and sometimes burn out our on-site teams.

This four-hour presentation teaches the property management professional how to identify Resident "problems" and "Problem Residents" and provides creative and effective techniques for dealing with both. Proper response to all Residents not only increases Resident retention but also enhances the on-site person's effectiveness while reducing employee turnover due to so-called "Resident abuse."

• Apartment Management: A "People" Business!
• Onsite Team's #1 Priority - Keep Residents Longer!
• What is a Resident?
• "Resident" Problems or "Problem" Residents - Know the Difference
• 3 Rules of Resident Service...and Retention!
• Deadly Resident Attitudes and Perceptions
• FOUNDATIONS... For Dealing with Resident Problems & Problem Residents
• Cultivating Resident Complaints - A Secret Retention Tool!
• Getting Into the Right Mind Frame
• Creative Tips for Dealing with Resident Problems
• Five Levels of Active Listening and Responding Skills
• Listening and Responding to the Excessive Talker
• Handling an Irate Resident on the Phone
• And More...