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Tell us about a time when you had to deal with a difficult tenant. How did you handle their demands while maintaining professionalism?

Commercial Property Manager Interview Questions
Tell us about a time when you had to deal with a difficult tenant. How did you handle their demands while maintaining professionalism?

Sample answer to the question

I once had a difficult tenant who was constantly making demands and being unreasonable. However, I remained calm and professional throughout the entire situation. I actively listened to their concerns and addressed them to the best of my ability. I maintained open and transparent communication with the tenant, keeping them updated on any progress or changes. Additionally, I worked closely with our maintenance team to ensure that any necessary repairs or maintenance issues were promptly resolved. Overall, I was able to handle the demands of the difficult tenant by maintaining professionalism, effective communication, and collaborating with the necessary teams.

A more solid answer

There was a challenging tenant who frequently had demands and was difficult to work with. To handle their demands while maintaining professionalism, I first took the time to actively listen and understand their concerns. I empathized with their frustrations, and then proceeded to address each issue one by one. For example, they had ongoing maintenance problems, so I coordinated with our maintenance team to schedule prompt repairs and ensured they were completed to the tenant's satisfaction. I also communicated regularly with the tenant, keeping them informed of progress and any necessary updates. To maintain professionalism, I remained calm and composed, even in difficult situations. I made sure to document all interactions and actions taken to refer back to if needed. Through this approach, I was able to successfully meet the demands of the tenant while maintaining professionalism.

Why this is a more solid answer:

The solid answer provides specific details and examples to effectively demonstrate the candidate's skills and abilities in line with the job description. It showcases their customer service orientation, problem-solving skills, attention to detail, adaptability, and teamwork and collaboration.

An exceptional answer

I encountered a difficult tenant who consistently made unreasonable demands and exhibited challenging behavior. To handle their demands professionally, I took a proactive approach. First, I scheduled a face-to-face meeting to understand their concerns and build rapport. I empathized with their frustrations and assured them that I would do my best to address their issues. I immediately conducted a thorough inspection of their leased space to identify areas for improvement. I collaborated with the maintenance team to develop a comprehensive plan to resolve the tenant's maintenance issues promptly. To maintain open communication, I scheduled weekly progress meetings to provide updates and address any additional concerns. In order to ensure transparency and accountability, I documented all interactions, agreements, and actions taken. By approaching the situation with empathy, active listening, and effective problem-solving, I was able to successfully address the tenant's demands while maintaining professionalism and fostering a positive landlord-tenant relationship.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by providing a more detailed and comprehensive response. It demonstrates exceptional customer service orientation, problem-solving skills, attention to detail, adaptability, and teamwork and collaboration. The candidate showcased their ability to build rapport, conduct thorough inspections, collaborate with the maintenance team, and ensure open communication throughout the process.

How to prepare for this question

  • Prepare specific examples of dealing with difficult individuals and how you resolved conflicts while maintaining professionalism.
  • Highlight your ability to actively listen and empathize with the concerns of others.
  • Demonstrate your problem-solving skills by discussing instances where you successfully resolved challenging situations.
  • Discuss your experience working with teams and your ability to collaborate effectively.
  • Emphasize your attention to detail in documenting interactions and actions taken to ensure transparency and support accountability.

What interviewers are evaluating

  • Customer service orientation
  • Problem solving
  • Attention to detail
  • Adaptability
  • Teamwork and collaboration

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