Peter Lohmann and a colleague discuss why property management companies stop answering phones and emails. When someone actually reaches a person, they're often reasonable and human. Curiosity beats defensiveness in tense conversations.
So I think the inevitable, like, last third of every property management company's life is just like close down the phones and emails and just do the bare minimum.
Well, what's unique is that when you do get that person on the phone and they can't generate these tirading emails to you, they're actually like a lot of times pretty reasonable. What do you really want? Like, I understand that you went on this diet trip. Okay, cool. I just wanna have a conversation with you. Like, what's up? Like, what do you want? And all of a sudden they're like, oh, they're actually a human being again. They're not this like tyrannical, awful person. They actually can be really reasonable. But when they get so— human nature, when people attack you and get really aggressive, you have no other choice but to become defensive. If you're really mature, you can get really curious.
