Unfortunately, we see this same mindset among some HOA
Boards, and among some community association managers. While these agents are tasked with
representing a corporation (the homeowners association), not individual
homeowners, it is easy to 'take it personal' when a homeowner challenges
them. Perhaps the homeowner doesn't have
all the facts, or perhaps he has facts the agent needs to know. As long as the homeowner isn't being abusive
or using strong language, Board members and managers should hear him out.
Time not taken now becomes time & money taken next, under mandated arbitration. Also, the views of future challengers are colored by how they see you treating the current ones. You can expect respect when first you have shown it. Not every person understands or agrees with a governing decision, but shutting the door on discussion should be your second or third action, not your first.
By the same token, everyone (homeowners, Board members, and managers) should start from the assumption that there is some validity to each assertion. After thoughtful deliberation, you may discover that a person's expectations can't be reconciled with those of the community. That doesn't make his position wrong, only wrong for the community.
Sometimes you will find yourself in an endless loop with an upset homeowner. Your attempts to bridge the gap failed. Time to redirect your efforts to more productive Association business: It is okay to end the conversation. Just be sure it ends in a way that you would be proud to see reported in the news.