Very professional and courteous.

Very courteous and experienced professional

Very matter of fact, courteous, timely responses that don’t get you caught up in their drama.

The contractor was professional, courteous, licensed, insured, etc.  

Be courteous and respectful, but firm at the same time.  

Also include in the letter that she needs to be courteous to your repair people and to you at all times.

This aberrational situation is causing them to believe that they're doing things ok when they are not by normal standards.....The business model that will put things back to normal is easy...it's the old tried and true way of doing things that has been with us forever: 1) Show Up every time, on time. 2) Be courteous, be honest, have manners. 3) Be well trained or better. 4) Expect and demand excellent workmanship from your crew and all the crews under your control and on your jobsite. 5) Run your business like a business. 6) Expect and demand the same from your customers.Easy peasy.

I would suggest that you bring a highly reputable witness with you during your inspection. 3) Make sure you check your lease regarding how much advance notice you must give the tenant. 4) Be courteous to the tenant or the mother but don't get into any discussion at all about anything. 5) If the mother is there, notice is she appears to have any obvious disability.

If a tenant is respectful and courteous, I'm much more receptive/lenient on what they're asking for. 

Also remember to be courteous to them and if you do get full, tell them that as well.