Why Listening is Better than Demanding.

When it comes to property management, not all tenant relationships are smooth sailing. 

At some point, every property manager will face a difficult tenant — someone behind on rent, consistently complaining, or refusing to comply with rules. Your natural reaction is often to become firm and demanding, After all, rules are rules, and as property managers, we have a responsibility to protect the property, our owners, and other tenants.

Over the years, I’ve learned a valuable lesson: listening is far more effective than demanding or sending letters of demand.

The Power of Listening
When dealing with a difficult tenant, it’s easy to jump straight into aggressive mode by laying down the rules. While this might bring a short-term resolution, in the long run it tends to break down trust.

Listening, on the other hand, changes the dynamic completely:

1. It shows respect: Tenants, like anyone else, want to be heard and understood. They need problem solvers to help them, not sargent majors to point fingers.
2. It uncovers the real issue: What seems like defiance may actually be a symptom of something deeper — financial stress, family issues, or simply a misunderstanding.
3. It opens doors for resolutions: Once you understand a tenant’s situation, you can work together to find practical ways forward that benefit everyone.

I used to approach every difficult tenant head-on, guns blazing. Over time, I’ve learned that there are better ways to handle conflict. By simply listening and taking the time to understand the problem, a calm and genuine conversation can often shift their attitude completely — just because they felt truly heard.

Demands Create Resistance
When a property manager approaches a difficult situation with demands or threats, it can quickly escalate.

1. Tenants feel attacked and respond defensively.
2. Breaks down trust, making future interactions more challenging.
3. Small issues snowball into major disputes — often leading to conflict.

Demands may enforce compliance temporarily, but they rarely foster goodwill or cooperation.

Why This Approach Works 

At Nano Living we manage a diverse range of properties — from student accommodation to city apartments. Our tenants come from all walks of life, and each brings unique circumstances and challenges.

By leading with empathy and listening first, we can:-

1. Reduced tenant turnover.
2. Minimized legal disputes and evictions.
3. Built a stronger community where tenants feel valued.
4. Build long term relationships.

As property managers, our job isn’t just to collect rent and enforce rules — it’s to create living environments where both tenants and owners can thrive. By choosing to listen first and demand later, we not only solve problems more effectively but also build trust and relationships that last.

Sometimes, the most powerful thing you can say to a difficult tenant is simply: I hear you. Let’s find a way forward together.