Dealing with rude, upset, belligerent "customers" are part of running a business. Now, to be clear, I didn't say you should seek them out or create extra reasons to interact with them, but bottom line you will need a strategy to deal with them.

I used to get some arguing and passive-aggressive rudeness when I did my move out process, so I had to change that. Now I'm just there to take pictures and take notes. We do not discuss whether or not they will be charged, nor do we discuss how quickly the security deposit will be returned: those were the two biggest things we'd get into arguments about.

The key I've found was the same lesson I learned in Elementary School when dealing with bullies on the playground. Do not play their game. When they try to suck you into their drama with rude comments and/or gestures, just smile and press on.

With tenants, sometimes you say nothing other than:

"Mmmm... I'll look into that."

"I'll have to ask my manager."

And one of my old favorite standybs... "We'll see."

Now to be clear, if they are dangerous or physically threatening, leave immediately and make a note of it. Do not get into back-n-forths with them. If it escalates and they lay hands on anyone, immediately call the police.

Stay strong. Bullies on pick on people whom they perceive to be weaker than themselves, but demonstrate strength of will and often they will back off.

My property, my rules. From the start I set tone that I don’t say “how high” when the tenant says “jump”.

You also set the time for the final move-out inspection - which is always after the tenants are out and after the locks have been changed; the time is not up to the tenant.

Mick,

CA has it's own laws on the pre-inspect and inspect.

Yes, for YOUR sake the agent needs to go back at after move out (no one else around) to take 100 photos and verify the home has been cleaned, PLUS damage and dirt from the move out process.

AND your lease needs to define cleanliness.

My lease is clear: Res is responsible to clean to "hotel clean", same condition as when they moved in as shown in the move in photos, with NOTHING for management to do to prepare for the next resident.

Management will give the exiting res a $100 for their cooperation if the home is rented before they leave.

Management will give another $100 bonus if the home is totally spotless at move out.

Works for me.

(I hope your agent took 100 photos at move IN to prove condition.)

BRAD