TL;DR
- Common sense is a liability: Relying on employees to use “common sense” without formal customer service training is a risk; service standards vary based on personal backgrounds, leading to inconsistent treatment that can trigger Fair Housing complaints.
- The TREAT Model: To standardize service and handle difficult requests (like reasonable accommodations) gracefully, teams should use the TREAT framework: Tune in, Respond with empathy, Explore solutions, Add extra, and Thank the customer.
- Relationship building buffers risk: Exceptional customer service acts as a “buffer” for operational errors; when residents feel heard and valued, minor mistakes are less likely to be perceived as personal or discriminatory, protecting assets from legal escalation.
Table of Contents
In property management, a simple misunderstanding can quickly spiral into a formal Fair Housing complaint. Many leaders assume that high-quality customer service interactions are a matter of “common sense.” However, relying on intuition over intentional training is a significant liability. True risk mitigation begins with developing a team that understands how exceptional customer service functions as a shield against legal challenges.
Common Sense vs. Compliance
The core disconnect in many organizations is the belief that employees inherently know how to handle difficult residents or sensitive requests. People are shaped by different backgrounds, generations, and family dynamics. What feels like “common sense” to a supervisor might be completely foreign to a new hire. Without a standardized approach, consistency disappears, and the perception of unfair treatment grows, increasing your risks of a Fair Housing complaint.
Remember, Fair Housing compliance is not just about following the letter of the law; it is about the resident’s experience. When a resident feels heard and respected, they are more likely to view an operational mistake or a necessary refusal as a simple error. Conversely, if every interaction is negative, a denied request for a reasonable accommodation feels personal. In housing, the perception of discrimination is often the trigger for a formal investigation
Implementing the TREAT Framework
To ensure consistency, teams should adopt a clear communication model like the TREAT framework:
Tune In: Listen quietly to the “why” behind a resident’s request.
Respond with Empathy: Validate their feelings, even if the final answer is “no.”
Explore Solutions: Engage in the interactive process to find practical alternatives.
Add Extra: Follow up with a thank-you note or a check-in call to maintain the relationship.
Thank the Customer: Always appreciate the opportunity to resolve issues together.
Operational Risk Mitigation
Think of your property operations like a high-end restaurant. A “dirty fork” (a minor maintenance or operational issue) is easily forgiven if the service has been stellar. However, if the staff is off-putting, that same dirty fork becomes a major point of contention. Relationship building is the buffer that keeps minor disagreements from becoming major liabilities. By investing in customer service training on the front end, property owners save significant time and money on the back end by avoiding fair housing disputes and improving overall operational harmony.
