By Rochelle Ceballos, CMCA
For homeowners, returning to a warm and welcoming environment after a long day’s work is a cherished and vital part of finding solace and comfort. For community managers of Community Associations, it is our responsibility to cultivate an atmosphere that embraces this notion wholeheartedly. The key lies not only in maintaining well-manicured landscapes and pristine facilities but also in ensuring that the interactions within the community are characterized by understanding, respect, and a commitment to de-escalation. This article explores effective techniques for defusing tense situations with angry homeowners, offers insights into creating a harmonious and inclusive community where residents feel heard and valued, and provides valuable tips for staying in the good graces of the Board and the homeowner’s association, enabling you to foster a positive relationship that supports the vision and well-being of your community.
How many times has a homeowner called you or come into your office frustrated, angry and demanding to speak to the manager. If you’re like me, you likely waited to see how your team handled it first because empowerment and leadership are important for the entire team. Once you realize the situation may need additional finesse, leaning into assist the team and address the situation swiftly and calmly its key. Or perhaps you’re a portfolio manager, juggling multiple communities without onsite support. Either way, it’s important to take yourself out of the equation. Most likely you didn’t do anything to upset homeowner so it’s important to understand what is driving this energy. As you can imagine, we all have very long days and fall short when it comes to showing grace at times; thus, it’s important for us to exercise such grace and demonstrate this to our teams to provide that exceptional energy to homeowners, when they need it most.