By Rafael Aquino

Published April 12, 2023  


As a community association board member, one of the challenges you may face is dealing with difficult residents. Whether it's a resident who constantly violates community rules or continually complains about everything, it's important to know how to handle these situations effectively.


Here are some tips for dealing with difficult residents:


  1. Listen actively: When a resident approaches you with a complaint or concern, listen actively and make sure you understand their perspective. It's important to show empathy and let them know you hear their concerns.

  2. Be respectful: Even if a resident is being difficult, it's important to maintain a respectful tone and demeanor. This will help de-escalate the situation and keep things from getting heated.

  3. Be clear about community rules: If a resident is violating community rules, it's important to be clear about what those rules are and why they exist. Remind the resident that these rules are in place to ensure the safety and well-being of everyone in the community.

  4. Enforce consequences: If a resident continues to violate community rules or is causing a disturbance, it may be necessary to enforce consequences. This could include fines, legal action, or even eviction.


In addition to dealing with difficult residents, it's also important for board members to communicate the board's vision for the community. This includes explaining why certain decisions have been made and how they align with the overall vision.


When residents understand the board's vision and the reasons behind certain decisions, they are more likely to be supportive and engaged in the community. This can help create a sense of unity and make it easier to address any difficult situations that may arise.


In conclusion, dealing with difficult residents can be a challenge, but it's important to approach these situations with empathy, respect, and clear communication. Additionally, communicating the board's vision for the community is crucial for creating a sense of unity and support among residents. As the great American author Stephen Covey once said, "Seek first to understand, then to be understood." By listening to residents and communicating effectively, board members can help build a solid and thriving community.

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As the Co-Founder and CEO of Affinity Management Services, Rafael P. Aquino leads his team to redefine excellence. They serve community   associations   efficiently

and effectively with dedication and passion. Rafael’s energy and positive spirit is the foundation of Affinity Management Services’ company culture, which instills enthusiasm and excitement when providing expert advice to its board members and relieving the day-to-day burdens of running a community association.


Since 2007, Rafael has developed a work culture that values responsive and high-quality services. He has led his team by following a proactive vs reactive philosophy. The same approach Rafael instills in the day to day operations of each association. Today, Affinity Management Services maintains its success and benefits as a result of the foundation Rafael has built and continues to foster by providing educational seminars, continuing education classes for association managers and board members alike.

Rafael and his team help condominium and homeowners’ associations save money and improve their communities. His calm, personable, and service-oriented nature helps him to establish strong relationships with ease. Rafael is known as a sincere and honest leader who looks out for the best interests of his clients and communities, and he strongly advocates for their needs. His role requires coordination and communication, as such he takes logical and intelligent steps to approach challenges head-on.

As a graduate of Florida International University’s electrical engineering program and a licensed community association manager, Rafael’s education and skills equip him with unique insights to tackle complex problems through critical thinking. He understands how each component within a system works together in order to effectively arrive at solutions, techniques, and conclusions. Therefore, as he manages the multiple challenges of running a community association management company, he understands how each property is its own unique system and tailors’ specific services to assure that all their needs are met.

For more information about Rafael P. Aquino and Affinity Management Services please visit or call 1-800-977-6279

Doral Office: 8200 NW 41st ST

Suite 200

Doral, FL 33166

Broward Office: 150 S Pine Island RD Suite 300

Plantation, FL 33324

O: 800-977-6279 ● F: 305-325-4053

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