Upon learning of an unpleasant incident reported by a resident, what should the leasing professional do first?

Upon learning of an unpleasant incident reported by a resident, the first step a leasing professional should take is to express concern and/or sympathy. This approach is crucial as it helps to establish rapport and trust with the resident, confirming that their feelings and experiences are taken seriously. By acknowledging their discomfort or distress, the leasing professional demonstrates empathy, which can defuse any immediate tension and fosters an environment of open communication.

Making the resident feel heard and understood is paramount in maintaining a positive relationship and ensuring they feel valued within the community. This initial response sets the tone for any further actions, such as investigating the incident or seeking management intervention. Addressing the emotional aspect first creates a supportive atmosphere, allowing the leasing professional to handle the situation more effectively in subsequent steps.