Jamie Cooperstein J. Cooperstein Hospitality Consulng, LLC


Normally when a customer has a poor experience, they are quick to take their business elsewhere. Expert Global Solutions says this happens 89% of the time. However, in a community association upset residents don’t just vacate their homes when dissatisfied with a new policy or a difficult interaction with a neighbor. They come to you, the community manager, looking for a solution. Big feelings can linger and if a community manager isn’t equipped to provide timely service recovery the relationship with that resident can be tarnished permanently. So how can managers remain calm, earn the trust of their residents, and quickly de-escalate situations when their residents are upset? It takes practice and repetition, but the following 6 steps are essential to follow to have your residents thinking of you as a hero, rather than a villain.


STOP WHAT YOU ARE DOING There is no greater “To Do” list item than giving your undivided attention to a resident who is upset about something that has taken place in their community. If you are unexpectedly approached by a resident, remember to make them feel that they are your top priority. Whatever else you were working on can wait. Your lunch can wait. If approached in a common space, usher them back to a more private location and resume the conversation there. If you genuinely cannot engage in a conversation right then due to a previous commitment, please let the resident know how much you value their feedback and that they came directly to you and promptly set-up a time to resume the conversation, ideally the same day.


12 September | October 2021


TREAT THE EMOTION We live in a solution driven society. Therefore, most of us are quick to want to provide a reasonable solution and move onto the next fire that we need to put out. Unfortunately, this doesn’t adequately validate the big feelings that someone has. It is critical that we make the time to listen first before we begin to take action. We actively listen by nodding along and letting the resident feel heard. Allow them to take all the time they need to explain their dissatisfaction or position on a particular topic before you start to chime in. Expressing empathy and showing that you care is the next critical piece. Here are some examples of


empathetic phrases that work extremely well when delivered in a genuine way. This might require practice for some.


• I understand •


I would feel the same way


• I appreciate how difficult/ frustrating this must be


• If I were in your position I’d be X


CLARIFY NEEDS Once you’ve properly treated the emotion, it’s time to make sure you have all the facts straight so you can begin to initiate a solution. This may mean pulling out a notebook and taking some notes.


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