6 - How to manage High Maintenance Tenants (HMT's)

HMT's sounds like a new brand of designer underwear. Maybe so, just maybe so for some tenants may have their's all caught up in a wad, and nothing is more irritating, mostly to you.

Some tenants just like to talk a lot. They love to talk about this and that and discuss life as we know it on social media.  This isn’t all bad, unless it is Friday at 5:30 pm and you are heading out the door.  The best way to manage the madness is to do just that, manage it.  

Set strict “office hours” and remind them (as you did when you signed the lease) of policies and procedures.

Don't allow randomness, such as the last minute before the rent is due. Suddenly an HMT calls to say there is a laundry list of "everything is broken"  and needs to be fixed "right, right now!"  The other game within the game is for an HMT to say "no one EVER fixes ANYTHING EVER!"  The words "never" and "ever" needs to be your automatic switch to shut down and not react to any more words from that HMT.  It is a game that involves a bus and dragging you under it...at 5:35 PM or whatever is the time after your official office hours.

Tenant management – shoo fly…getting rid of bad tenants

You are not a bank.  When a tenant says “can I give you “X’” dollars over “x” time? The answer is simple.  Say after me:

“Do you see <insert whatever is the local or big bank in your area> bank tattooed to my forehead? I don’t think so.” 

Then pause for 10 seconds, and look at them straight in the eyes.   This approach is steady, stern and leaves them wondering, "What is my landlord person thinking right now? Are they going to evict me? Are they going to change my locks? Will they ruin my credit? Will they ruin my day?" Your goal in the process is to say a million words in one expression.  Let your expression or lack of thereof become your number one communicating tool.

Be steady, be firm, be on time.

Tenants usually get rid of themselves once they realize you are sticking to your written rules.

When they don’t, file an eviction promptly.  Do not wait.  This is the number one pet peeve one hears judges say when they ask a landlord during an eviction hearing, they ask, “Why did you wait so long?” 

Never get in an argument with the tenant.  That is time wasted for all parties.  Always stay calm and put whatever you wanted to say in writing, take a picture of it and email it to a few people.  Always refer back to that 10 second pause.  Be consistent, clear and concise always.

Tenant management – the psychology of a non-paying tenant and how to manage the madness. 

We are all human and want to control our destiny.  If the tenant truly cannot pay their bills for reasons beyond themselves, such as lost their contract/job/other income, offer them the ability to move out by “x” date, and a recommendation if they are going somewhere less expensive.  Offer HELP first, firm and steady.

As a non-paying tenant, something has happened in their life.  It is not for you to judge, just you to try and work out within a specific period of time and tolerance.

Once that established date and time of tolerance has ended, you alert the tenant of exactly the process of what you are going to do.

Diffuse any and all arguments with “on that point you are right”, then pause.  It is in that pause, pain is diffused and the feeling of control falls back to the complainer.

HMT's are part of the real estate experience, as is dealing with plumbing issues and other less desirable tails of woe.  As a client who was a salesman for over 30 years used to tell me "Don't let the bastards beat you down!"  In this case, don't let the HMT's beat you down or waste your time.