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By - Maria Pietroforte, CPM, NAAEI Faculty
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In today’s professional landscape, it’s not uncommon to face moments of frustration or irritation at work. Whether it’s a one-off occurrence or a recurring pattern, dealing with angry tempers is crucial to maintaining a positive reputation and resident loyalty. Knowing what to say to angry residents can turn a tense situation into an opportunity.
When customers are mad, seize the opportunity to go above and beyond. Understanding how to deal with difficult residents and providing exceptional customer service can turn an angry resident into a brand champion. So, how do you deal with irate residents in a way that allows you to provide an exceptional customer experience (CX) without feeling wounded in the process? Let’s find out.
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Maria Pietroforte, CPM, NAAEI Faculty
With three decades in various sectors of multifamily, Maria offers a distinctive combination of leadership and expertise. She has held influential positions as President of Tribute Properties, Move.com, Kettler, and E&S Ring, successfully elevating these companies to the forefront of their industries. Her achievements include establishing strong brand identities, fostering stellar reputations and driving substantial revenue growth. Maria loves continuous learning which inspired her to work not only in conventional housing, but affordable, military, senior and student. She is renowned within multifamily not only for her infectious positive energy but also for her unwavering commitment to prioritizing people. Maria holds a Bachelor of Science in Business Administration from Arizona State University. She boasts an impressive list of certifications, including IREM Certified Property Manager, Certified Defense Property Manager, Advanced Facilitator, and NAAEI faculty member.
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