Failure to Communicate can Lead to a Managers Downfall

Since I work closely with management professionals, one of the more difficult questions I routinely face from community association leaders is how the community should go about the process of selecting a new community association manager. It causes me great concern when I first hear that a community is thinking of changing managers as most of them I know are conscientious and hard-working individuals who truly give their all for their clients. My first reaction is to ask the board members why they are even considering changing managers. Among the more common answers I hear are:

  • “Too many residents complain of the manager not getting back to them after an issue is reported.”
  • “Projects aren’t getting done on time!”
  • “This manager is charging us too much for the service provided!”
  • “It just isn’t working out.”

The follow-up comment I usually get is to “please do not tell the manager” that we are looking to replace him. While I understand this sentiment, the secrecy between board and community association manager highlights the much larger problem to me. Quite simply, there has been a failure of communication between all parties involved. Unfortunately, it is often the association manager who becomes the scapegoat for this communication failure and will lose not only a client but also valuable income for years to come. That is why it is in every association manager’s best interest to be proactive in his managed communities’ communication efforts. A well-informed client is a happy client.

Communicating with board members is simple enough. Association managers already attend numerous board meetings, annual meetings and even committee meetings. However, with the exception of those homeowners who attend the annual meeting, most residents are largely unaware of the professional who manages their association. Worse still is that the only communication some residents ever receive from their association manager is a notice of a rules violation or a fine. That is why communication tools such as letters, e-mails, newsletters, community websites and even social media are vital to helping association managers properly communicate with the vast numbers of residents whose communities they manage.

Of course, there are numerous other advantages to establishing and maintaining great communications within the communities you manage. Better informed residents tend to be better behaved residents. You can use your communication efforts to build civic pride and create a better sense of community. Perhaps, most importantly, successful communication efforts create loyal clients. Wouldn’t you rather have the board come to you to discuss management shortcomings such as those listed above instead of going out shopping for a new manager behind your back? Of course, you would!

Taking the time to produce great communications is not always at the top of a busy manager’s “To Do” list. Understandably, there are numerous distractions and emergent matters to deal with. However, if you neglect a community’s communication needs, don’t be surprised to learn your clients have been secretly looking to replace you. You can avoid that disappointment by making communications a top priority. If you need help telling your story, don’t be afraid to seek out an expert. Communicating with your clients is the best way to assure they will stay loyal to you for years to come.

Written by Bob Gourley is founder of MyEZCondo, a communications firm that produces newsletter and website content material for condominiums and homeowner associations throughout the USA. He also serves as board president of his local HOA.  This article originally appeared in Condo Management Magazine.

Keeping it Legal: The Story of your Community Association’s Attorney

 

Comedian Milton Berle is quoted as saying “Attorneys practice law because it gives them a grand and glorious feeling. You give them a grand and they feel glorious”.

While attorneys may be on the receiving end of many jokes, the contribution they make to your community is no laughing matter. Depending on the size of your association and the challenges you are facing, chances are you have one or more attorneys performing crucial work on behalf of your association. Telling the story of the important work these professionals perform on behalf of your association is crucial to helping your community cope and thrive in the face of legal challenges.

Attorneys that specialize in the legal issues and challenges facing community associations are relatively abundant. The attorney you have chosen to represent your community is an important member of your team and a vital asset to promoting a healthy and harmonious community for your residents to enjoy. If you’ve ever taken the time to read through your community’s covenant, declaration, by-laws, and rule and regulations documentation, you have a first-hand appreciation of how complex those documents can be. In the litigious society in which we live, can you imagine having to stand by your own interpretation of those documents in a court of law?

Since 1993, Community Associations Institute has recognized excellence in the practice of Community Association Law. That is when the College of Community Association Lawyers, more commonly known as CCAL, was founded. Membership in CCAL is quite exclusive. Of the thousands of attorneys that practice community association law, less than 150 have been granted membership.You can learn more about the College of Community Association Lawyers at the CAI website –http://www.caionline.org/career/designations/ccal/Pages/default.aspx

What will your typical homeowner want to know about the attorney you have chosen to do the important legal work of the Board? Ideally, you will want to provide a biography from the attorney that details his or her involvement in the world of community association law. Many of these attorneys will be happy to provide articles of legal interest that can be included in your newsletters or posted on your website. Quite often, it is beneficial to have the attorney appear before the membership at an HOA meeting to address legal concerns held by members of the association.

In describing lawyers, John Quincy Adams said “Whoever tells the best story wins”. I couldn’t agree more. Choose your community association attorney wisely if you want to be the winner when your community’s story is told.

Written by Bob Gourley Originally posted at MyEzCondo