Managing your properties is a business and requires some degree of impartiality. When you are a new landlord, or when you manage a small number of properties and are on a first name basis with your tenants, it can become easy to fall into the trap of saying yes to special requests or making exceptions for every appeal to your sympathy.
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We all want to be nice, but running a profitable business will ultimately require you to learn the art of saying no. It allows you to stay in control of the tone of the landlord-tenant relationship, prioritize the needs of your business, and focus on tasks and goals that are truly necessary to your success. It will also allow you the freedom to say ‘yes’ to other requests with the confidence that your decision is in the best interest of both you and your tenant and not the result of pressure.
Remember that you can say ‘no’ and be firm without being mean. Be firm, polite, and clear and use an even tone of voice and you can deliver an effective 'no' with ease. Be attentive to your body language, make eye contact, and explain your decision if you feel that you need to. Don’t be afraid to offer an apology, but don’t overdo it.As with anything, it will take practice. You may want to rehearse scenarios and come up with answers in your mind before conversations occur in the real world. The more that you do it, the easier it will get.
It’s easy to feel like saying no to a request is an attack on the person who asks for it. Being respectful to the concerns of the tenant making the request and providing a clear explanation can help to make it clear that you are making a business decision and not a personal one.
Remember to always stick to the terms of the lease. It is a written agreement between both parties that should clearly outline expectations and provide clear guidance in many situations. It can be a buffer between you and a tenant and help to give you the confidence to say ‘no’ to unreasonable requests.
Hiring a property manager or property management company can be an even more effective step. They will be able to serve as the impartial third party buffer and handle the day-to-day correspondence, freeing you from the burdens of managing people and your properties. Learn more about how to choose a property management company in our free guide!
