Ok, so, does anyone have stories about unrealistic expectations of tenants? I have a dozey! I have a customer come in while my husband was out to the bank. I took him up to see the units, and I set the door clock to say I'd be back in 10 minutes - 11am. Seems reasonable, right? So apparently while I'm out, a current customer comes to the door. At 11:03, he calls our office, and reaches our call center (apparently he thought he was talking to our District Manager) to file a complaint because we weren't in the office 'when we said we would be' because - get this - he needs to use the restroom! He wants to know how we will be disciplined for not 'keeping our promises' to be back when we said we would!! He says that since he's overlocked when he doesn't pay his rent, he wants to know what will happen to discipline us for not having the office open so he can use the john!!! I was flabbergasted! I mean, honest to pete!
I have had customers complain because we 'didn't come in to tidy their unit and clean up' up for them while they were out of the country for 3 years, (of course, only they had the keys!) and similar nonsense, but this one took the cake! This guy was really, really angry! The recording from the call center was pretty amazing, and I really felt sorry for the poor guy who fielded this one!
We're so nice to folks, we regularly get feedback to our company about our excellent customer service and kindness! I'm stunned that anybody would even remotely think this was a valid complaint! I'm thinking this guy needs a major increase in his rent! Comments?
We did have a guy phone our emergency contact phone number and left a message complaining about why we have an emergency phone# if he had to leave a message and was upset because his gate code did not work - He was past due !
Oh - and the weirdo of the year goes to a guy who saw a tenant driving down the road and got enamored and followed her into the property tailgating thru the gate. He then followed her to her unit and got out and told her she was very pretty. She told him to go away and he drove up to the gate expecting it to automatically open. We went out and made him come into the office and copied his ID and then filed a police report and gave him a no trespass warning.
I'm thinking this guy needs a major increase in his rent! Comments?
Keep each months' rent increase to 10% or a tad under.
There are always the ones who don't think the rules apply to them Deb. Their stuff don't stink, they're very self-important etc. Sometimes I think we all have a propensity to treat people TOO NICE, and it backfires on us. Let it be known in no uncertain terms the next time you see him that you will NOT TOLERATE ABUSIVE BEHAVIOR to yourself, your staff or your call center. Nice but firm at all times is best when dealing with the public.
If you want to be a bit of a snip, just look at him in a very sincere way and tell him you're extremely sorry he never learned how to read an analog clock face when he was in school. You were doing what you are paid to do and securing the office when you have to leave to show a unit is included in your responsibilities.
If he's real obnoxious, pull out a first month free coupon for your nasty competitor and pass it to him. I don't care if you make a half million a year net, you don't deserve to be abused by anyone, ever. Hang in there and good luck when you see him next. Honestly, I hope when you see him next, you're collecting rent plus a fee or two.
Thank goodness we can always count on James to handle the potty humor.
You only live once, but if you do it right, once is enough!
I am not an attorney, just an experienced manager who is willing to share what I have learned. Your thoughts, practices or opinions may vary and neither of us may be right.
I'm sorry Deb, but it would be about this time that I would tell him "we have no public restroom available"--then I would point to the porta-potty across the street from my office and tell him he can get in there 24-7! I would do it politely and with an ever-so-sweet smile on my face.
Have you ever stopped to think and forgotten to start again?
Sadly, I wasn't aware that he had pulled this while he was in the office, or he would have gotten an earful! Our restrooms, like everyone's, are a courtesy, and available to those who are courteous! I'm pointing that rascal to the nearest bush next time I seem him, and then I'll call the police about the scary man in the bushes!
![/B] He says that since he's overlocked when he doesn't pay his rent, he wants to know what will happen to discipline us for not having the office open so he can use the john!!! I was flabbergasted! I mean, honest to pete!
Sorry, can't help it...when I read above, I thought you said "I mean, honest to pee!"
We had a tenant who would complain because the padlock he bought was too tight and his wife had a hard time turning the key in it. His wife wasn't happy so he wasn't happy and.....what did we plan to do about it? I planned to do nothing but advise him to buy a new lock.
I had a lady ask if I could pick her up (literally lift her) and put her on top of the pile of junk that she is storing so she could crawl around up there to find what she was looking for. This after she complained that the door to her unit was broken, when it was just her stuff that had piled against it to prevent it from opening.
I don't know where it says in our lease that it is my responsibility to physically lift our customers...would be less weird if I was a guy, but why would a woman ever ask another woman to do that? Talk about unrealistic expectations lol.