Just about every self-storage operator has endured a heated discussion with an upset tenant, and the pandemic has certainly fueled the fire. Not only are people now more impatient, the ongoing isolation and restrictions are certainly taking their toll on everyone’s temper. Facility managers might be caught off guard by customers who yell, spew profanities or resort to name-calling. How do you neutralize the situation and avoid being sucked into someone’s emotional vortex?

In this thread on Self-Storage Talk, the industry’s largest online community, a member describes a recent phone encounter with a tenant that devolved into a spat of vile words. Others are sharing similar situations and advice on how to handle these stressful interactions. Have you tangled with an unhappy customer in the past year? How did you manage it?