updated on 2025-01-30
Say Sorry When You Are Wrong
Honesty is always the best policy
Recently, we encountered a situation with a newly installed dishwasher. The tenant called requesting a repair. We informed her that the machine was relatively new, and if any damage was found that went beyond normal wear, the cost would be her responsibility. She had no issue with that, so we sent our maintenance team.
It turned out that some nut shell debris had lodged in the bottom of the machine, causing the issue. The total cost of the repair was approximately $170, which was charged back to the tenant. Unfortunately, we made a mistake when charging this back to her via our invoicing system, and the charge was applied twice.
The following day, the tenant called, understandably upset, asking for an explanation. While she had no issue paying the amount, she was confused about the double charge. We reviewed the invoices and realized that an error had occurred in this particular case.
To resolve the situation, I immediately called her first thing the next morning once the issue was identified, sincerely apologized, and explained what had gone wrong. I took full responsibility for the mistake and reassured her that we would correct it in the next day or two. I also acknowledged that nobody is perfect, and while we strive to do a great job, mistakes do happen. She appreciated the prompt response, especially since we prioritized the matter, and gladly accepted the correction.
This experience underscores a fundamental principle when dealing with long-term, A+ tenants: honesty and decency are key. Everyone makes mistakes, and as an A+ landlord, even if you’re committed to providing excellent service, mistakes will happen. The best course of action is to own up to them. When mistakes occur, explain what went wrong, outline the steps you’re taking to correct the issue, and let the tenant know how you will prevent it from happening again.
While it’s natural for some to overlook mistakes or offer explanations, addressing them head-on in a positive manner strengthens relationships. The most effective approach is to take responsibility, offer a sincere apology, correct the mistake, and move forward with a solution. This not only fosters trust but also reinforces a solid and respectful relationship with your tenants.
In conclusion, if you’re on the journey to becoming the best landlord you can be, remember: mistakes will happen. When they do, take ownership, say sorry, fix it, and learn from it. This simple principle will guide you in building a strong, long-lasting relationship with your A+ tenants.
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