Reduction in rent request

[Louise Robaina]

First time posting anything....We have one new tenant.  She is requesting a reduction in rent because we had a heater (vent)  problem that we quickly resolved, but now the unit above hers may have a sink/tub leak that is staining her bedroom ceiling... how do people handle this...?  We got her permission so that next week we can get get the Plummer in the unit and the handyman to repair ceiling or walls.  She finds this stressful and inconvenient.  
looking for some guidance and words of wisdom.  How would an experienced landlord deal with this?  Clearly we are new kids on the block...thanks!

[Kyle J.]

Not sure what a "heater vent problem" means, but for minor issues (like a stained ceiling) that are quickly resolved where the house is otherwise habitable, I would not get into the habit of reducing the rent.  Especially for a new tenant.  

Whatever you do now is going to set the tone for the entire rest of the tenancy.  Believe me, things are going to happen from time-to-time.  It's inevitable.  All you can do is respond to them quickly and professionally and get them resolved in a timely manner.  Just doing that will cost you.  But if you also get in the habit of issuing the tenant a rent reduction on top of that every time some minor thing happens at the house simply because she finds it "inconvenient", well you're never going to make any money in this business.