Powered by MOMENTUM MEDIA
realestatebusiness logo

Breaking news and updates daily. Subscribe to our Newsletter!

Home of the REB Top 100 Agents
Breaking news and updates daily. Subscribe to our newsletter

Website Notifications

Get notifications in real-time for staying up to date with content that matters to you.

rpm logo latest

Keep your emotions under wraps

By Tina Case
30 March 2016 | 1 minute read

Recently I had to deal with one of the hardest cases I have ever seen. A situation that had a tenant upset, a landlord upset and one of my tradies upset.

My tradie wanted to involve his solicitor and sue my tenant; my landlord still wants me to remove the tenant from the property; and the tenant accused me of only looking out for the landlord’s interests and not thinking of them.

To go into the entire story would take more space than I have here. Suffice to say, it's important to always remember that we work for our landlords first, but the rights of our tenants must also be at the forefront of our minds. Our tradies are also a vital part of our businesses and we must make sure that they are protected as well.

Advertisement
Advertisement

After many months, involvement of our local council, the Tenants Union, and advice from REI Helpline, the outcome of my case was fantastic to say the least. What was looking like a $6,500 bill for someone, was reduced to zero and I felt like a superhero!

And there was my biggest downfall – rather than just remaining detached from the whole thing, allowing myself to be the conduit through which the work was done, I got emotionally involved in the outcome and was looking for praise for my amazing work.

I went way above and beyond in this case, standing up for a tenant in a situation where the tenant inhibited every single move I made. They held me personally responsible for a situation over which I had absolutely no control. But it wouldn't have been right in my eyes to not do the right thing, in spite of their efforts to hamper that.

Then when the situation was resolved, with what was an amazing outcome, I wanted the tenant to acknowledge that. Needless to say, things did not go as planned and I ended up very unprofessionally hanging up on a ranting tenant who couldn't say ‘thank you’ to save their life! 

So what did I learn from this? Firstly, that I need to remain a little more detached. I did my job. I knew I did a great job and that should have been enough. I need to learn to keep my ego in check and not go searching for praise. Not everyone is going to understand how hard we have worked on their behalf – that's just a fact of life.

The second thing I took from this was that doing things face to face is the best way to deal with difficult situations. People cannot see empathy on the phone or via an email. Don't give in and allow people to tell you they are too busy for a meeting; insist on it for difficult cases. When things in this case began to head south with my landlord, who lived overseas and was communicating with me via email, I stayed up late and Skyped him, which turned the whole situation around.

I had requested a face-to-face meeting with my tenant from the start, but they insisted on doing things over the phone and by email since they were too busy. I shouldn't have given in; I should have stuck to my gut instinct, because I feel the outcome may have been different if we had been able to start that way.

So there you have it. Check your ego at the door. Do your job. Follow your gut. Even when it is hard, do the right thing – you will be a better agent for it!

Keep your emotions under wraps
Tina Case 2016 cropped
lawyersweekly logo

ABOUT THE AUTHOR


Tina Case

Tina Case

Having extensive knowledge about the property market, integrity, commitment, understanding and achieving outstanding results has seen Tina and her husband Rod open the office of Professionals Office in Lithgow. Tina has recently been rewarded for her efforts in the area of property management as she was awarded Property Manager of the Year 2015 for the eastern states and International Property Manager of the Year 2015 by Professionals Group. She was awarded Regional Property Manager of the Year in 2015 at the Real Estate Business Awards. She was also a finalist for Property Manager of the Year 2014 with the Real Estate Institute of Australia. Professionals Lithgow has also won the Property Management Star Award for the east coast in March 2015, December 2014, June 2014, May 2014 and May 2013.

Listen to other installment of the Real Estate Business Podcast
Rankings
rankings
JUST RELEASED
May 09, 2022

REB Top 50 Women in Real Estate 2022

REB is thrilled to present the Top 50 Women in Real Estate 2022 ranking, which sets t ... LEARN MORE

rankings
JUST RELEASED
May 04, 2022

REB Top 100 Agents 2022

Now in its second decade, the REB Top 100 Agents 2022 rankings are the most revered s ... LEARN MORE

rankings
JUST RELEASED
May 02, 2022

REB Top 50 Agents NSW 2022

Even a pandemic has not put the brakes on the unstoppable property market in NSW, whi ... LEARN MORE

rankings
JUST RELEASED
April 27, 2022

REB Top 50 Agents VIC 2022

The COVID-19 crisis has not deterred the property market in Victoria, which has been ... LEARN MORE

rankings
JUST RELEASED
April 25, 2022

REB Top 50 Agents QLD 2022

As the property market continues to roar in Brisbane and Queensland, the REB Top 50 A ... LEARN MORE

Coming up

rankings rankings
Do you have an industry update?

top suburbs

12 month growth
Mirador
103.33%
Bawley Point
98.13%
Walla Walla
90.7%
Byron Bay
86.67%
Kiama Heights
85.93%
Greta
84.14%
Nulkaba
81%
South Hobart
78.78%
Diddillibah
76.25%
Lennox Head
73.98%
SEE AREA REPORTS ON SMART PROPERTY INVESTMENT WEBSITE
Subscribe to Newsletter

Ensure you never miss an issue of the Real Estate Business Bulletin.
Enter your email to receive the latest real estate advice and tools to help you sell.