Not sure what is the best way to say this without sounding offensive, but the brother is "slow".

I also do not charge tenants a late fee, for a first offense, we all have made mistakes, are forgetful and things happen, it is out of courtesy.My prior and current business is/was driven by poor landlords, when tenants understand you appreciate them and care for them, it does wonders!  

@Kyle J.Please don't take an offense, but they are so standard and non revisable and offer a very limited contract.  

No issues.Upon speaking with him on the phone, he seemed generally disinterested and at times slightly offensive.

https://www.biggerpockets.com/blogs/8070/53186-dont-delay-be-offensive-todaySee my new blog post about low-ball offers, and how not even the SELLERS always know when they are about to accept an offer.  

In terms of enforcing..I don't usually enforce it until the 2nd offense.

I do not mean to sound offensive either.

No offense but I assume you don't have any loss prevention training or experience, and I assume you won't want to take on liability if something in my house does go missing while you show it. 

No offense meant but your job sounds a bit like a MLM gig.

When I ask granny to down size it's almost offensive to her.