Susan's Scoop

Economic Chaos = Emotional Chaos. What Can We Do?

There’s a phenomenon I’ve seen play out in every career I’ve had - across airports, government, coaching, and investing. When the world feels chaotic, people latch onto something tangible to direct their frustration, even if it doesn’t make logical sense.

Back when I worked as an airport planner, I noticed a strange pattern: whenever there was heightened news about war, economic downturns, or political upheaval, our office would suddenly be flooded with airplane noise complaints.

It didn’t matter that flight patterns hadn’t changed. People were already mentally on edge from the headlines, and airplane noise was one of the few things they felt like they could “fight.” They couldn’t stop a war - but they could call our airport office and yell at us about noise.

I’ve also seen the same dynamic in our real estate business.

During the height of COVID, tenant complaints skyrocketed. People were isolated, scared, and deeply uncertain about the future - and we were suddenly fielding requests about things we’d never heard about before. One tenant, completely unraveling under the pressure, smeared poop all over the walls of his unit and tore a large hole in the front of the refrigerator.

And now? It’s happening again.

We’re in a season of economic and social uncertainty, and it’s showing up in our rentals. A tenant recently insisted that her unit had toxic mold, despite no visible signs. She spread her fear to the other tenants in the building - classic psychological contagion - and soon almost all of the tenants were demanding expensive remediation.

We responded with empathy and thoroughness: duct cleanings, drywall samples, and third-party air testing. Every test came back clean - no mold. But the fear had taken root, and logic couldn’t fix it. We ended up offering early lease terminations, losing half our tenants and spending over $5,000 addressing an issue that was never real.

It’s a reminder that real estate - and really, any work that intersects with human behavior - isn’t just about numbers and leases. It’s about emotion, psychology, and the complicated ways people respond to stress.

And I’m certainly not immune to this kind of thing either. Just a couple of days ago, I had a totally out-of-proportion meltdown because my library app wasn’t working. 🤦‍♀️ Objectively, not a big deal - but with everything else going on, my daily walks listening to audiobooks are one of the main things that help me stay sane. So when that small comfort got disrupted, all the stress I’d been holding onto came rushing out in a way that didn’t really match the situation.

That said, what can we do?

✅ Be prepared for irrational behavior in irrational times. When people feel powerless, they’ll cling to whatever small thing they can influence - even if it’s not grounded in reality.

✅ Lead with empathy, but protect your boundaries. Just because someone is struggling doesn’t mean you have to be their punching bag. Find the line between compassion and self-preservation.

✅ Buffer your financials. This is why we always talk about emergency funds for both individuals and landlords. Unexpected costs will arise - especially in turbulent times.

✅ Don't take it personally. This is hard, especially when someone is accusing you of something that isn’t true. But 90% of the time, it’s not about you. It’s about what’s happening in their own lives.

✅ Be aware of your own reactions. When you're under stress, pause and ask whether your emotional response is truly about the issue in front of you - or if it's part of something bigger that's weighing on you.

Whether you’re investing in real estate, running a business, or just navigating life right now - remember that not everything people throw at you is yours to catch. Turbulent times create turbulent minds. The best you can do is stay grounded in reality, build resilience into your systems, and keep moving forward.

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