Wait… what?
Complaints are usually regarded as the biggest boil on the neck of every HOA manager. Nobody likes dealing with angry homeowners — even if their gripes are justified.
But what if a simple change in attitude could change everything?
While dealing with complaints isn’t the most pleasant part of your day, it’s still a critical part of your business. The way you handle those grievances can either make or break your success.
When you regard complaints as a nuisance, that attitude projects itself onto the people making them. Your perspective becomes reality — with everyone annoyed and defensive before the conversation even begins. And we all know what happens then.
Try a more positive approach
When someone comes in with negative feedback or suggestions, try seeing it as an opportunity. Open a sincere dialogue, and you’re sure to accomplish more. Here’s your chance to build a relationship, resolve issues, and show yourself and the HOA in a more positive, human light.
If you look at complaints as a contest over who’s right or wrong, they’ll be little more than a source of contention. So how do you adjust your attitude to turn the tides when a steamed homeowner starts grumbling?
- Listen — Hear them out and try to understand what they’re really saying. Interrupting with a memorized set of rules only makes you look like a tyrant on a power trip, not an advocate who wants to help.
- Educate — Help homeowners understand the issues. You might need to re-state and explain the reasons behind certain bylaws, but do so with an ear to the homeowner’s feelings.
- Reassure — Let people see that while you’re there to enforce the rules, your objective is to make sure they are justly applied to everyone. Nobody should be made a scapegoat — even you.
We’re pretty sure the old adage, “attitude is everything” was written for the bedraggled HOA manager. So when you’re ready to bristle at the next complaint, take a breath and see the silver lining of opportunity before you. It’ll make you a happier, more effective leader.
- Walking the “Fine Line”: Imposing Fines in Your HOA - July 31, 2019
- HOA Meetings That Don’t Stink - January 23, 2019
- Setting Up Your HOA Record Keeping System - November 28, 2018
Help
I started a 25 year high pressure sales position with no good advice like this to guide me. I had to learn as I went and made lots of mistakes. People in general tend to be generous with complaints and stingy with compliments. Some experience led me to categorize each complaint as either legitimate or bogus. Best strategy is to fix the legitimate complaints that day even if there is some cost to one’s pride or pocketbook. There’s nothing worse than letting a valid complaint fester. There are many attorneys looking for this kind of trouble. Regarding the bogus complaints, this may require backup help from peers or higher to help manage any emotional overload. Sometimes people need to be told “no”. I have had a customer in this situation who later reconciled and became one of my best customers and friend.
Good points, John. Thanks for the comment.
There are definitely times when we need to say “no”. Doing it tactfully but confidently is the key. We can’t please everyone and if we try we’ll end up pleasing no one and killing ourselves with the stress.
I would take a slightly different approach when it comes to the “bogus” complaints. Even they need to be addressed quickly. Even if all we’re doing is to call, tell the “no” and then explain why — It still needs to be done quickly and tactfully. If they hate you after that… that’s on them.