Scenario:

You are the owner of a small 4-Unit apartment building.  One of the tenants, Mr. & Mrs. Smith, reported a stopped-up sink and commode in their 2-bedroom, 1 bathroom apartment. You immediately dispatched Chris, your top Maintenance Man to conduct repairs.  Chris called you to report that he is standing at the front door and that Mr. Smith will not allow him inside the unit.  Chris has you on speakerphone.  You can hear Mrs. Smith’s screaming:  “I don’t want that man in my house.  He is very rude.”

Mr. Smith, turns around and says, “Jada, let me handle this.  We need our sink and toilet repaired.”  Mrs. Smith, who is not aware that she is on speakerphone can be heard yelling, “You need to be a man and tell that Landlord to get somebody else over here.  Do I need to call the Landlord and handle this?  That man is not coming in this house!”

Mr. Smith, turns to Chris and says, “I’m sorry.  This is not a good time,” as he closes the door shut. 

Chris says, “Boss, did you hear that?”

What do you do?

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