Property management staff members are burnt out. We hear your concerns: addressing financial issues, public safety and frustrated residents have added additional stresses to an already demanding job. As property management leadership, you play an essential role in preventing burnout for yourself and others. Leasing agents are discouraged and need your support Social distancing is dragging on and very, very few people are happy about it. Property management must decide how to reopen multifamily amenities and enforce social distancing policies—decisions that are bound to upset people. Additionally, while many employers are grasping for business as normal, others are closed or operating on a skeleton crew. This financial uncertainty is challenging for residents and the staff that tries to assist them. Your staff members need your support and insights. Perhaps once a week at the end of the day, host a meeting that allows staff to share the challenges that they’re facing. This is an especially important time for you to listen as listening reduces the frustration of conflict. To help you get started, we’ve identified a few common pain points that might arise and how to address them: Help staff communicate a fair, consistent message for residents Agents are receiving lots of calls and emails. Many are from residents who want refunds for amenities and services that they haven’t been able to use as expected. Encourage staff to listen and mirror residents’ concerns. Then ensure your staff knows how to address residents’ concerns and offer a fair response. If you will be offering concessions, create consistent guidelines that staff can use. If you are not offering concessions, help staff craft the verbiage needed to explain why. When agents understand your expectations and know what to say, you can reduce the frustration of communicating with...