Having too much of a backbone?

[Denise Pauzano]

I have pretty good tenants but when issues arise, how stern is too stern? I try to never become too friendly with my tenants but after stern emails, I often feel like I come off too harsh and then feel bad afterwards. It's always very professional but instead of using our names to be more personal, we use landlord vs tenant to keep it professional. Most times the tenants think we're upset bc we keep it at that level vs being on a personal level. Thoughts on this?