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Being a better property manager means knowing what clients want in order to empathize with and provide for those needs, according to corporate behaviorist and consultant Phil Owens.
Challenging clients, in particular, can be handled with the four A's, he tells Australia's Residential Property Manager—awareness, acknowledgement, admiration and apology.
First is knowing what the problem is, he says, because people often try to solve a problem that isn't actually a problem. Second is hearing out the client, third is saying things you appreciate about the client to put them in a better mood, and then finally, to apologize and get on with finding a resolution. [RPM]
