I think if you use this tactic and do it enough, you will find an empathetic soul out there that is willing to work with you and your daughter.

I want to find the right balance between being human and empathetic and not being taken advantage of or controlled.

However, I’d still be empathetic (since she obviously perceives the encounter as a problem) and handle it as follows. 

We've been explaining to tenants in a very empathetic way that the banks are still very much open and they are expecting their mortgage payments every month!

Just want to say thank you all for replying to this question, I want to be as equitable and empathetic to tenants as possible because I understand the state we're all in.

My point is that we should be empathetic to the people that are really struggling. 

I have money, paying tenants and am not losing anything - my GRATITUDE is why I am empathetic for those getting played for suckers by Wall st rather than being a smug joker telling people they should've been smarter.

You get to be empathetic.

Your approach puts the person on defense and may not feel the need to call you and may even get them upset.I would lean to being more compassionate and empathetic to the person's situation and then offer a solution to their issue.Once you make them feel like you are there to help them then they may be inclined to call you.

This is a business, I'm not saying you can't be empathetic but you have to cover your cost.