How to Deal with Tough Tenants

CJ Amodo CMCA ®, AMS®, Director of Community Association Management, Associa Hawai’i was recently doing a common area site inspection at one of his properties.  CJ was accompanied by two board members and a driver from a tow company that the association had been using for years. During the site inspection, a tenant happened to be outside of his unit, saw the group and confronted the tow company driver.  The tenant’s car had been previously towed by the tow company for being parked in an area which blocked emergency access. The situation between the tenant and the tow company driver escalated and nearly became physical.

How did you deal with these persons?   

I maintained my professionalism and stayed cool and calm.

How was the problem resolved?

I treated both parties with respect, I listened to both sides and in a soft voice, encouraged both parties to calm down. I called the tenant a couple of days after the incident to apologize for the tow company driver’s attitude and actions and checked to see if the tenant was okay.

What is your advice for other managers with a similar problem?

It depends on the circumstances and a judgment call by the manager.  I have heard of similar situations when the police have been called.  In this case, I tried my best to calm both parties down and, fortunately, was successful.  I would have called 911 had the incident become physical.