How a Toxic Employee Can Sink a Business or Team

July 13, 2021

How a Toxic Employee Can Sink Your Business

There are many underlying causes that can lead to the failure of a business or team. While many may be obvious to the business owner, there are some that might not catch their eye as an issue that could derail the success of the entire company. Toxic employees are one of the detrimental aspects of a business that an owner may not see as a catalyst for their failure until it is too late. Toxic employees create a bad atmosphere for the entire business by lowering morale, creating tension between workers and their boss, and reducing employee productivity. Business owners need to make sure their managers are aware of toxic employees and report their behavior so it can be dealt with in a timely manner.

There are different types of toxic employees, and each should be dealt with in a different way. Below is a list of common types and how they should be handled.

The Grumpy Nay-Sayer

This is an employee that you must watch out for because they are hot-tempered and completely detrimental to the morale of everyone in your company. Even though they spend most of their time trying to find something to complain to their co-workers about, they get extremely defensive when management questions their productivity. If you notice an employee exhibiting these behaviors, you may also notice a decline in effort and job enjoyment from the people around them. If you wait too long, this employee will try to get others on their side and taint the good employees that you once had.

The best way to handle this employee is have a meeting with them as soon as this behavior is noticed. Make it clear that this behavior is intolerable and put them on probation. If the behavior continues, this type of employee must be terminated. If they are terminated quick enough, you should notice an almost immediate improvement of morale.

The Gossiper

To get through the day, this employee spreads scandals throughout the workplace to her colleagues. Everyone knows they can’t be trusted with secrets, but they always seem to find them out anyways. This employee is usually harmless but can be dangerous if they spread rumors that lead to conflict in the office. Most gossipers are trying to pass the time and don’t spread anything with malicious intent, the ones who do are terrible for the company.

A good way to handle a gossiper is to talk to them privately and let them know that they can talk, but they also need to spend more time worrying about their work rather than their colleagues personal lives. This should improve the work of the harmless gossiper. If the gossiper has other toxic traits and is malicious, there might have to be a conversation about termination if it affects those around them. Malicious gossipers will say anything they hear and even make up rumors for their enjoyment, this can negatively affect everyone involved in their time-passing game.

The Overachiever

You may think that having an overachiever on your staff is a good thing, but it can negatively affect your company if they are not handled correctly. This employee will take on every project that you have, meet deadlines, and does fantastic work. While they themselves are great employees, the other employees tend to have less workload and have a harder time learning new skills since the overachiever always takes them on. The other employees feel demotivated by their competitive attitude and tend to stop trying to keep up with them at all.

To offset the problems that come along with having this employee on your team, you need to make sure to be aware of the workloads that each employee is taking on and give everyone equal opportunities to progress. There are many strengths to having someone like this working for you, but the effect it has on the other employees needs to be taken into consideration as well for the success of your business.

The Excuse Making Procrastinator

The excuses for why their work is never done seem to pile up until you realize something can’t be right here. When they turn in their work, late as usual, it never seems like they spent much time on it at all. They are the “my dog ate my homework” of the workforce and after a while you stop giving them big projects because you know it will not get done on time or correctly.

While this employee doesn’t usually effect those around them, they have to be dealt with since they are still on your payroll. Schedule a performance review with them and talk to them about the expectations they aren’t meeting. If you don’t see improvements being made, this employee will most likely have to be terminated. Unless you are fine with giving someone a paycheck for nothing, these employees have got to go if they don’t change.

The Bully

Sometimes it is hard for management to spot a bully because they tend to hide their actions from those that can reprimand their behavior. Bullies will usually demean their coworkers and throw them under the bus so they can get promotions, they want to be in a position of power. These workers will make the other employees miserable and effect office morale. They are especially toxic when they get promoted and begin to bully the employees they now manage. The bully will diminish and insult everyone they can and get away with it if it isn’t stopped.

It is your responsibility to stop this behavior in its tracks if it is ever seen. If you witness a manager bullying employees, they must be reprimanded immediately. These employees can turn physically violent, so the behavior cannot continue, or it may reach that point. When dealing with a bully it is important to get HR involved, you do not want to handle this person alone if they are dangerous. Bullies will most likely have to be terminated, their conduct should not be tolerated, or you will have an unsafe working environment. However, on the lower end of the bullying scale, such as snide comments, this can be fixed by having a conversation about how to treat those they work with. Make them aware that you noticed this behavior and that they should be respectful of their colleagues’ ideas, this should stop this kind of bully from continuing this behavior.

Have a Positive Outlook

When you have one toxic employee, it is easy to start scrutinizing the behaviors of every employee you have. While it is good to recognize the toxic traits employees may exhibit, it is important to not be on the hunt for anything that can deem an employee toxic. This can lead to a bad work environment and cause the employees to have a negative view of you and your company. Dealing with toxic employees is very important, but don’t let it consume you to the point of driving out the good employees you have. The toxic employees usually show their true colors eventually, so stay positive and the good ones will stick with you.

Leasing Temporaries LLC

(614)986-7590

info@leasingtemps.com

www.leasingtemps.com

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Breaking Into Property Management: Top Skills and Traits for Millennials and Gen Z

By Shelly Gray • December 9, 2024

Breaking Into Property Management: Top Skills and Traits for Millennials and Gen Z

How Mystery Shopping Can Boost Leasing Performance

By Shelly Gray • December 9, 2024

The property management industry is evolving rapidly, and the expectations placed on leasing agents have never been higher. In an increasingly competitive market, providing excellent service is not just a goal—it’s a necessity. One of the most effective ways to ensure consistent performance and exceptional customer service is through mystery shopping. Whether you’re a property manager looking to enhance your team’s skills or a property management staffing company like LeasingTemps , mystery shopping offers invaluable insights to improve leasing performance. What Is Mystery Shopping? Mystery shopping is a tool used by businesses to evaluate the customer experience. In property management, a mystery shopper poses as a prospective tenant to assess leasing agents’ professionalism, knowledge, and ability to close deals. This service provides an unfiltered view of how your team interacts with prospects and highlights areas of improvement. The Benefits of Mystery Shopping in Property Management 1. Evaluate Customer Service Skills Leasing agents are the face of your property, and their ability to engage with potential tenants can make or break a lease agreement. Mystery shopping: Identifies strengths in communication and rapport-building. Pinpoints gaps in service, such as missed follow-ups or lack of enthusiasm. 2. Assess Leasing Skills A well-trained leasing agent knows how to highlight a property’s features and address tenant concerns effectively. Mystery shopping evaluates: How well agents promote the property. Their ability to handle objections and guide prospects toward signing a lease. 3. Ensure Policy Compliance From fair housing laws to company-specific guidelines, compliance is crucial. Mystery shopping ensures: Adherence to legal requirements during interactions. Consistent application of internal policies and procedures. 4. Boost Team Morale and Accountability When done constructively, mystery shopping isn’t just about identifying problems—it’s about celebrating successes. Sharing positive feedback can boost morale and motivate agents to maintain high standards. How Mystery Shopping Works The process typically involves these steps: Customized Evaluation Criteria : Define what you want to measure, such as communication skills, property knowledge, or sales techniques. Shopper Assignment : Mystery shoppers visit your property or conduct inquiries via phone or email, mimicking real prospect interactions. Detailed Reporting : After the visit, you’ll receive a report detailing the shopper’s experience, including areas of strength and opportunities for growth. Real-Life Success: The Impact of Mystery Shopping Consider this scenario: A property management company noticed their leasing rates were declining despite steady traffic. After implementing mystery shopping, they discovered: Leasing agents were not asking closing questions. Prospects were not being offered additional services, like virtual tours. With targeted training based on mystery shopping feedback, the team improved their lease conversion rate by 20% within three months. Why Choose LeasingTemps for Mystery Shopping? At LeasingTemps , we specialize in mystery shopping for the property management industry. Here’s why our clients trust us: Tailored Evaluations : We understand the nuances of leasing and create custom evaluations to fit your needs. Experienced Shoppers : Our team includes individuals familiar with the industry, ensuring detailed and accurate assessments. Actionable Feedback : Beyond reports, we offer training solutions to address specific challenges identified during mystery shops. Take Your Leasing Team to the Next Level Mystery shopping is more than just a performance review—it’s a tool for continuous growth. By identifying areas for improvement and celebrating successes, you can create a leasing team that excels at every interaction. If you’re ready to improve your leasing team’s performance and enhance your property’s reputation, check out our training and mystery shopping services . Together, we can make every tenant interaction a success.

The Future of Property Management: Embracing Technology

By Shelly Gray • December 5, 2024

The Future of Property Management: Embracing Technology

The Importance of Customer Service in Property Management Staffing

October 28, 2024

In property management, the success of any business is closely tied to tenant satisfaction. A positive relationship between tenants and property managers plays a pivotal role in ensuring long-term occupancy and reducing turnover, ultimately leading to higher profitability and fewer vacancies. One of the most effective ways to foster these relationships is through top-notch customer service. When property management staff are customer service-oriented, they create a welcoming, responsive, and supportive environment that significantly impacts tenants' experiences. This blog post explores why customer service is vital in property management staffing, how it contributes to tenant satisfaction, and the benefits it brings in reducing turnover. Why Customer Service Matters in Property Management Property management is unique compared to many other industries because it involves maintaining ongoing relationships with tenants, often over several years. These tenants rely on property managers not only to provide them with a functional and safe living environment but also to address concerns and needs quickly. Every interaction between tenants and property management staff impacts the overall experience, making customer service a central component of success. There are several key reasons why customer service plays a crucial role in property management: 1. First Impressions and Onboarding The first interaction a potential tenant has with a property management team sets the tone for the entire relationship. A friendly, informative, and helpful staff member can make a significant difference in whether a prospective tenant chooses to rent from that property. From answering questions to facilitating tours, customer service during the onboarding phase is crucial. A smooth and welcoming experience not only attracts tenants but also makes them feel confident in their decision, starting the relationship on a positive note. 2. Building Trust and Rapport Trust is the foundation of any successful relationship, including that between tenants and property management staff. When tenants trust their property managers to handle issues professionally and promptly, they are more likely to feel comfortable and satisfied with their living situation. Building trust comes from consistent, reliable communication and responsiveness. Staff who show empathy and understanding when handling tenant requests or complaints contribute significantly to the tenant's overall sense of well-being. 3. Effective Communication Communication is central to any relationship, and property management is no exception. Clear, respectful, and timely communication fosters a sense of trust and reliability. Property managers who take the time to explain procedures, update tenants on maintenance work, or provide information about property policies make tenants feel valued. Proactive communication—such as notifying tenants in advance of scheduled maintenance or changes in policies—demonstrates that the management is attentive to their needs. Tenants are more likely to stay when they feel informed and heard. 4. Resolving Issues and Handling Complaints In any rental situation, problems are inevitable—whether it's a maintenance issue, a billing question, or a noise complaint. What sets a great property management team apart is how they handle these problems. Tenants appreciate prompt, effective resolutions to their issues, and the speed and professionalism with which complaints are handled can either strengthen or weaken the tenant-manager relationship. Customer service-oriented staff understand the importance of listening to tenants' concerns and taking swift action, preventing small issues from escalating into larger disputes. 5. Creating a Sense of Community Properties are not just buildings; they are homes where people build their lives. Property management teams that focus on customer service contribute to creating a sense of community among tenants. Organizing events, communicating about community activities, and encouraging a respectful, harmonious living environment make tenants feel more connected. This connection often leads to higher satisfaction and a desire to stay within the community longer. How Customer Service-Oriented Property Managers Reduce Turnover One of the biggest challenges in property management is tenant turnover. Each time a tenant leaves, property managers must invest time and resources into preparing the unit for the next occupant, including marketing, cleaning, repairs, and screening potential tenants. High turnover can quickly drain resources, while tenant retention can lead to steady cash flow and lower operating costs. Here’s how customer service-oriented property management staff can significantly reduce turnover: 1. Enhancing Tenant Satisfaction Happy tenants are more likely to stay in their units. When property management teams provide excellent customer service, tenants feel appreciated and valued. This leads to higher levels of satisfaction and a lower likelihood of tenants leaving at the end of their lease. Studies show that tenants are more willing to overlook minor inconveniences or higher rental costs if they feel they are being treated well. In contrast, even a perfect property in terms of physical maintenance won’t hold onto tenants if the management staff is rude, unresponsive, or dismissive. 2. Addressing Problems Before They Lead to Turnover Often, tenants leave properties because their concerns are not addressed in a timely or satisfactory manner. It may be a chronic issue with maintenance, unresolved noise complaints, or general dissatisfaction with management's responsiveness. Customer service-oriented staff actively listen to tenant concerns and work to address them before they escalate. By staying proactive, they can resolve potential issues before they cause frustration and lead to a decision to move. 3. Fostering Long-Term Relationships Personal connections matter in any service industry, and property management is no different. When property managers know their tenants' names, remember important details about their living situation, and show genuine concern for their needs, tenants feel more attached to the property. This sense of connection fosters loyalty, making tenants more likely to renew their leases. Staff who go the extra mile to ensure tenants feel comfortable and appreciated make a lasting impact. 4. Creating a Stable Living Environment High tenant turnover disrupts the stability of a community. When tenants constantly come and go, it can create a transient feel, making it difficult for long-term residents to feel settled. Customer service-focused property managers help to maintain stability by cultivating a community atmosphere where tenants feel at home. This sense of continuity encourages tenants to stay longer, as they feel secure in their surroundings. 5. Positive Word-of-Mouth and Referrals Satisfied tenants are often the best advocates for a property. When tenants have positive experiences with management staff, they are more likely to refer friends or colleagues to the property. Word-of-mouth recommendations reduce marketing costs and attract quality tenants. Additionally, positive online reviews can enhance a property’s reputation, drawing in prospective renters who value excellent customer service. This referral cycle leads to lower vacancy rates and fewer resources spent on acquiring new tenants. Best Practices for Customer Service in Property Management Staffing To ensure property management teams provide excellent customer service, it is essential to implement best practices that promote tenant satisfaction and retention: 1. Training and Development Property management staff should receive regular training on customer service best practices. This includes communication skills, conflict resolution, empathy training, and problem-solving techniques. Investing in staff development ensures that they are well-equipped to handle the various challenges that arise in property management. 2. Creating a Customer-Centric Culture Management should foster a culture that prioritizes customer service at every level. From the front desk staff to maintenance teams, everyone should be aware of the impact they have on tenant satisfaction. Encouraging a customer-centric mindset ensures that staff consistently strive to exceed tenant expectations. 3. Implementing Feedback Systems Actively seeking feedback from tenants allows property management to understand what is working and what needs improvement. Implementing regular tenant surveys or providing easy ways for tenants to share their thoughts helps management teams stay proactive. Addressing feedback in a timely manner shows tenants that their opinions are valued and taken seriously. 4. Setting Clear Expectations Tenants should know what to expect from their property management team. Clear communication regarding maintenance schedules, office hours, and response times sets the standard for interactions. When tenants are aware of what to expect, they are less likely to feel frustrated by delays or misunderstandings. 5. Utilizing Technology for Better Service Technology can enhance customer service in property management. Online portals for rent payments, maintenance requests, and communication provide tenants with convenient and efficient ways to interact with management. Streamlining these processes improves the tenant experience and reduces frustration. Conclusion In property management, exceptional customer service is more than just a "nice-to-have"—it is a vital component of building lasting relationships with tenants and reducing turnover. Customer service-oriented property managers help create an environment where tenants feel valued, heard, and supported. These positive interactions lead to higher satisfaction levels, which directly translates into lower turnover rates, fewer vacancies, and a more stable community. By prioritizing customer service in property management staffing, businesses can not only improve tenant retention but also enhance their reputation and profitability in a competitive market. In the long run, the investment in building strong tenant-manager relationships pays off in the form of long-term loyalty and financial success.