After hitting the roof and having to calm myself down, I responded with:  "I understand you do not like our policies and procedures.  

Once I put a human face to their landlord and a true story about how they would break her and end up out of housing - and what they were asking for wasn't reasonable or necessary - they calmed down and became reasonable.At any rate, keep what you need in mind, too, while you're being nice, is my point. 

Then, maybe just raise the rents a little - but if that can wait, they'll calm down. 

Sounds like she's being threatening, and if there is no calming her down to talk reasonably, then I'd take a harder line. 

Back ground check showed that he had a drunk driving offense 15 years ago, otherwise clear.She’s a little high maintenance, but for the most part I can calm her down over the phone.  

Sometimes someone who is just so benign, so calm or even boring with perfect score and references - can be a man/woman really into dramatic lover relationships. 

No easy answer for this one, IMHO, this Corona will be contained quickly in USA... but with a 'global' economy freaking as it is, "you might feel a little pinch" the dentist says as the needle goes into your gum.Everyone:  hang in there, stay calm, be safe.

It's emotional and extremely disruptive for them, so I found it best to show them they're getting a good deal in a bad situation, and they always calmed down and it was over with soon.I'd also require renter's insurance. 

To the fearful person, it may be more calming for them to rent (i.e. it's easier to get out of a lease than to get out of a mortgage if all hell breaks loose in the world again).

We’ll take the weekend to think it over (and to calm down lol) and maybe we’ll call the city on Monday and ask them what they think of the situation.