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What not to say: sample scripts and language landlords should avoid, instructor says
Summary
Felton provided sample phrasing to avoid inflammatory or dismissive language and offered substitute scripts—acknowledge, propose times, request photos—so communications remain neutral and defensible in court.
Felton identified common harmful responses (e.g., "You're exaggerating," "Pay it or we will evict," or "We are coming in whether you like it or not") and presented alternative, neutral scripts that acknowledge the report, set an inspection window, and request supporting photos. She said neutral wording and documented action plans reduce litigation risk and preserve credibility in court.
Her recommended script for a repair claim was: "We received your report of water intrusion near the bedroom window. We're sending a vendor tomorrow between 10 and 12 to inspect. Please send any additional before photos before then." She emphasized documenting each step and avoiding emotional or accusatory wording.
