Stop Bending Over Backwards for People

Okay, I do this.  I am a people pleaser... at least in my career.  It's in my nature.  I make things happen.  Things other people would throw their hands up at because maybe they are not people pleasers or maybe they realize what is being asked of them in absurd.  I once pressure washed a screened in porch because the Tenants and Owner were concerned the porch had not been cleaned between tenants.  I was a Bookkeeper at the time... At some point the bending has to stop.

The problem with a people pleaser is your answer is always Yes.  People like to hear yes.  People become reliant on the constant yeses.  You become a dormat to whatever the other person wants... and heaven forbid you say No... sit back and wait for the world to coming crashing down around you.  The person you always said Yes to turns on you the second you say No because that's not how the relationship is supposed to go. 

...So how do you respond in business where if you say No to someone they can hop online and write a bad review about your business?  In property management there are a lot of scenarios where we have to tell people No... and then sit back and wait for it.  Especially when it comes to security deposits and rental applications.

Some people want what they want when they want it.  At times I have felt like responding "How high would you like me to jump for you?"  I am sure every professional in the Real Estate industry, Sales, or any Customer Service position knows this feeling.  I find that working with people is good because it reminds me how I want to be treated and in turn how I treat others.

I have also learned to stop bending over backwards for people.  This has been especially hard starting a business.  I want to keep everyone happy.  I NEED to keep everyone happy so they will refer me more business. 

I have found that when a prospect calls and asks me to meet them at a property immediately they rarely become a tenant.  They want the immediate gratification of touring the property whether or not they are ready to make a move renting the house.  People usually plan their moves.  Serious tenants will schedule their showings ahead of time.  I had an inquiry recently at lunch time on a Sunday about touring a home.  I work Monday- Friday and handle emergency calls after hours and on weekends.  I don't work on Sundays unless there is an emergency.  I listened to the voicemail and decided I would call them first thing on Monday.  While shopping I received two phone calls and a text message from the Owner of that property.  The prospects had knocked on the door and asked to see the home.  He called me to tell me how pleasant they were, etc. etc.  NOTE... now I am working on a Sunday.  He was so sure they were going to rent the property.  Then the Owner told me what neighborhood they lived in.  Red Flag... Houses in their neighborhood were not comparable to his home.  They probably loved the home and then realized they could not afford it.  The Owner gave them the instant gratification of touring the house.  I called them the next morning and got sent to voicemail.  We never heard from them again.

The more you bend over backwards for people the more they expect it.  As much as possible I only contact clients and tenants during business hours.  I may read or compose an email at 8:00pm but I wait until the next morning to send it.  I am always reliable but I had to find a way to stop jumping for people.  

In another scenario I got a single mom with bad credit approved for a home with an additional security deposit.  In this case my personal feelings clouded my professional judgment and I sympathized with the applicant.  I had the property painted and professionally cleaned.  The tenant moved in and immediately called me screaming about the oven not working, a bathtub drain being clogged, how the property was filthy, and nothing had been done.  I was a little confused... maybe she was at the wrong home.  I immediately got in my car and drove out to the property while she was still heated.  This was a bad idea... one of the worst I have ever done as a Property Manager.  When I arrived at the property sure enough it had been painted and was clean.  The oven was off due to a tripped breaker.  One of the contractors had left a towel in the bathtub... oops.  I was a little annoyed that one or two minor issues had been blown up into "this place is a dump."  The lady went on to be a fairly unreasonable tenant.  Some people will blast you no matter how hard you work for them.  These people aren't worth your time.  

I had one instance where an impulsive showing proved successful.  I managed a cute bungalow house close to Downtown Charleston but it was hard to rent because of the neighborhood you drove through to get to the home.  I listed the home and had to schedule an Open House due to the number of inquiries.  I had twelve (12) showings lined up.  Eight (8) of the prospects never showed.  The ones who viewed the house liked the house but not the neighborhood.  I left discouraged.  When I got to the office the phone rang.  A guy wanted to see the house.  He was outside of the house and wanted to see it.  HOLD UP.  I drove back out to the property and the guy rented the house.  He lived alone with his dog and the location and back yard for his dog was ideal.  He lived in the house for several years and was one of the best tenants I have had.

... so my logic of not jumping for people is not full proof.  From experience I can tell you if you constantly bend over backwards for people they are going to expect it and you are going to get burnt out.  You were given a job in Real Estate, Sales, or Customer Service because someone believes you will be good at it.  Take care of your clients but also take care of yourself.  Place boundaries.  Unless it is a true emergency most things can wait until office hours.  Reasonable people understand you have a life outside of your career.

This is the kind of jumping I prefer...