The Problem Beneath

Recently, a very vocal landlord escalated concerns about a lack of response.

After digging in, the reality looked different: the landlord liaison had been actively emailing and responding for days.

The real issue?
𝐓𝐡𝐞 𝐥𝐚𝐧𝐝𝐥𝐨𝐫𝐝 𝐝𝐢𝐝𝐧’𝐭 𝐥𝐢𝐤𝐞 𝐭𝐡𝐞 𝐚𝐧𝐬𝐰𝐞𝐫𝐬.

It wasn’t access.
It was alignment.

Not every communication breakdown is a communication problem.

𝐒𝐨𝐦𝐞𝐭𝐢𝐦𝐞𝐬 𝐢𝐭’𝐬 𝐚 𝐫𝐞𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧 𝐩𝐫𝐨𝐛𝐥𝐞𝐦.

And resolution only works when both sides are willing to engage with what’s true - not just what’s preferred.

When a person says they “can’t reach your team,” it sometimes means there is a problem underneath the problem.

Before reacting, start by getting curious and asking:
- Was there an access point that failed?
- What outcome were they expecting?
- Are any details missing?
- Is intervention needed?
- What’s a path to resolution?

Asking better questions leads to better outcomes - whether the issue is perceived or real.