Failure to Communicate Can Lead to a Manager’s Failure

By Bob Gourley

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.

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.

As originally appeared in CondoManagement Magazine

Condominium Newsletters are Useful and Necessary Communication Tools

By Bob Gourley

Condominium newsletters are useful and necessary communication tools for condominiums everywhere. Condominium unit owners require they be kept informed and aware. With a great condominium newsletter, a condominium association Board of Directors will spend more time governing and less time explaining.

Creating a good-looking and effective condominium newsletter is no simple task and should not be left to a condominium association volunteer. In addition to writing, editing, and graphic design skills, a successful newsletter editor must be adept at ferreting out the important news of the condominium and then have the time to compile that news into an effective newsletter. In my many years of producing condominium newsletters, I have seen some beautifully produced newsletters produced by volunteers. However, the beauty of that newsletter fades quickly when the volunteer leaves the community or decides that the time required to produce the newsletter is not worth the reward.

MyEZCondo is the correct choice for expert production of your condominium association’s newsletter. Our skilled writing staff and talented graphic designers work together to produce great-looking condominium association newsletters for condominium association all across the country. Contact us today to see how much better we can make your condominium newsletter.

Condominium Newsletters from MyEZCondo Keep Condominium Unit Owners Informed and Involved in Their Communities

By Bob Gourley

Frequent and open communications are often indications that a condominium association is being run by leaders who strive to create a connection between the Board of Directors, the Property Management Company, and the condominium unit owners who reside in the condominium association. These leaders are not just building properties. They are building strong, well-connected, and vibrant communities. They have learned the secret power of the condominium newsletter to be more than a throw-away piece of paper with warnings and fines and violation notices. They have embraced the power of the condominium newsletter to unite their communities and foster a bond that encourages neighborly behavior and can even call volunteers to action from projects as simple as a Spring Planting Day to as important to finding new community members to serve on the Board of Directors.

Why is it important to provide information and connectivity to condominium unit owners? Quite simply, the stronger the bond between condominium residents to their community and to each other, the more likely they are to behave in ways that are positive for themselves and the community. A positive and vibrant community carries other benefits as well, including increased property values and a strong sense of civic duty and awareness. When condominium unit owners take pride in their community, they are much more likely to report problems, suspicious activity, and other problems that might otherwise go unnoticed.

Printed condominium newsletters are a simple solution. However, more and more condominium associations are embracing technology such as email and websites to distribute their materials. Whichever method of newsletter distribution you choose the challenge of creating a top-notch, good-looking newsletter remains. That’s where MyEZCondo comes in. Our talented writing and graphic design team members will work hard to make your condominium newsletter look fantastic. It takes a fantastic-looking newsletter to get your readers’ attention. A MyEZCondo condominium newsletter will be well-read and well-received by your condominium association members. Since 2004, we’ve been “building better communities through better communication”. Contact us today and we’ll produce a great-looking newsletter for your condominium association.

Informing Unit Owners About Painting Projects: A Colorful Story!

By Bob Gourley

Five years ago, my HOA decided to take on the project of changing colors and painting all 20 units in the association. We are a modest community consisting of four buildings built back in the late 1970’s. Brown on brown was the original color palette and the board decided that those colors were not truly reflective of the nautical nature of our Long Island Sound shore side community. The challenge of changing color palettes was tricky but with a proper action plan to aid us, we were able to win over most residents and pull off a smooth transition.

The first order of business was involving the unit owners. Over the years, owners had seen their buildings painted several times. For a brief time, before I was a member of this community, the buildings were painted a shade of brown and grey that I can only describe as the color of an army barracks. Apparently, the painting contractor “got a deal” on some surplus paint that the sitting board agreed to let him apply for a discounted price. That was a bad idea that cost a few board members their seats and a mistake the current board would not repeat. We set out an action plan to assure success. Here’s what it looked like:

  • Announce the building painting project
  • Inform unit owners
  • Select colors
  • Inform unit owners
  • Send out bids for work
  • Inform unit owners
  • Hire contractor
  • Inform unit owners
  • Plan the work with the contractor
  • Inform unit owners
  • Get status reports from contractor
  • Inform unit owners
  • Finish job and Celebrate!
  • Inform unit owners

You may have noticed a step that was repeated throughout the project. Informing the unit owners is the single most important step to assuring a successful painting project. While the contractor was only on property three days applying the paint, more than 12 months went into the plan and execution of the painting project.

Thrusting a painting project upon owners without their consent and involvement is a sure way to thwart your painting project’s success. Even if every other aspect of the project goes smoothly and as planned, if you fail to inform and involve unit owners, you will very likely have freshly painted buildings and freshly minted animosity towards the board and manager for not properly communicating all aspects of the project.

I should point out that this painting project was a major financial undertaking for the community, as I expect a project of this scope would be for any community. We took a potentially divisive issue and used it to unite the unit owners. We also purchased a new entry way sign to reflect the new colors and nautical theme of the buildings. Painting buildings gave us better curb appeal; communication and involvement between board and unit owners gave us a better community.

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.

As originally appeared in CondoManagement Magazine

Condo Residents Demand – Show Me The Money!

By Bob Gourley

The image of Cuba Gooding, Jr. as Rod Tidwell screaming at Tom Cruise as the titular character in the 1996 movie “Jerry McGuire” is a powerful cinematic moment that launched the catchphrase, “Show Me The Money”! All these later, I barely remember the movie but the catchphrase lingers as virtually everyone I know has said “Show Me The Money” at one time or another. While it is taken entirely out of context here, you had better believe that condominium residents expect you to show them where their money is going. How well you tell that story can be the difference between ending your story with “…and they all lived happily ever after” and “… and so the hull of theTitanic lies sunken on the ocean floor”!

Let’s begin with the state your community’s finances are currently in. Hopefully, they are in good order with all of your residents paying their fees and assessments, all of your vendors being paid on time, a healthy reserve fund, and no lingering financial clouds of doom. That is an easy story to tell – everything is just fine – happy beginning, very little drama in the middle, and a happy ending. While I wish such an ending for each and every community, the reality of hard times has jumped from the national headlines and landed in many communities across the country. If your community is experiencing financial challenges like so many, may I suggest that you get in front of the story and use your communication skills to keep residents informed and avoid adding to the problems by not telling your financial story.

The good news is that there is light at the end of the tunnel. The bad news is that light may be further away than most of us would care for. Many economists are convinced that the days of bailouts, Bernie Madoff scandals, high unemployment, etc. are set to scale back, meaning a lull in the bad news which may allow the economy to stabilize before rebounding. Many associations find themselves facing the unenviable task of taking action against residents – late fees, liens against property, even foreclosure. While these actions may seem harsh or drastic, many BODs find they are bound by their governing documents to take these actions in order to protect the rest of the citizenry. This is a great time to explain to residents how the system works. They can read the full details in the condominium documents but it is a great idea to reiterate the basic concepts so they can fully appreciate what actions are taken against their neighbors. This can go a long way to alleviate fears that the association finances are about to collapse or that some homeowners are being unfairly targeted by the Board.

Many associations are opting to borrow money to meet their financial responsibilities. Again, there is a very positive story to tell about such action. Borrowed monies ensure that the business of the association continues, even though the current economy appears sluggish. Borrowed monies are repaid over a period of years. Surely, all of us have lived through the ups and downs of the American economy before. There is no reason to think that things are not going to get better. A loan is simply an investment in tomorrow being a better day.

Finally, it is a great time to talk about your community’s accounting efforts. Bookkeepers, auditors, CPAs and others are constantly working to assess and manage your association’s finances. Choose a few selected items from your balance sheet and see if there isn’t a positive story to be told. In my community, our insurance premiums DIDN’T go up this year. After several years of increases, I thought this was a story worth telling. We locked in a two year agreement with our property management company so those fees won’t be going up this year either. These may not seem like big deals but for me they were the difference between ending our last newsletter with a listing of delinquent commons fees (where we sink to the ocean floor) and a happy ending (where we all live happily ever after). Look for your happy ending when telling your community’s financial story. And don’t be afraid when they say “Show Me The Money”. Offer them your thanks for continuing to pay their fees and assessments and look forward to your own happy ending.

When a Community Has No Newsletter…

By Bob Gourley

A colleague recently asked for comments on a communication issue within an HOA. A non-Board Member volunteer offered to create an electronic newsletter for the community. Here are my comments.

I have been publishing community newsletters since 2004, paper and electronic. May I assume that part of this person’s request comes from a lack of an existing community newsletter? If so, I would suggest that the Board begin producing regularly scheduled newsletters either on their own or (pardon the plug) via an outside firm, such as MyEZCondo.

Whether the newsletter is hard copy and/or electronic is secondary to the importance of keeping residents informed of the important decisions being made on behalf of their community.

As a BOD president, I would like to echo Ruth’s sentiments of accepting volunteer help any day. In fact, there are very few BOD members that didn’t begin their service as volunteers for their communities. Today’s volunteer is likely to be tomorrow’s active BOD member, maybe even the future president. I wrote an article for Condo Management magazine that addresses much of the issue. If anyone is interested, the full PDF is on my website – http://www.myezcondo.com/News-Feb05.pdf

Using Better Communications to Attract Community Leaders

By Bob Gourley

Excellent community governance is the difference between a good community and a great one. Poor community governance can lead to the downfall or outright collapse of a community association. Finding and keeping qualified and interested volunteers within your community is a real challenge. Are you using your communication tools to help with this daunting task?

Is there a more difficult story to share with your fellow homeowners than the story of governance? How many times have you heard about the Board needing volunteers for this project or that committee? How often have you heard about a seat on the BOD going vacant for lack of interest? Used properly, your community newsletter and website can be a crucial tool in finding and developing your community’s future leaders.

Rarely, have I heard stories about an outstanding BOD President whose first involvement with community leadership was serving as BOD President. While there are instances where a community seems to “magically” find new leaders, it has been my experience that the best-run communities actually “grow their own” leaders. They involve community members in projects and cultivate their residents to become their future community leaders. In more vital communities, Board Members are tasked with finding future leaders from the moment they join the Board themselves. This is an excellent strategy for long term governance success.

Altruism aside, public recognition for a job well done is very motivational for most individuals. While it may not be the same as making the front page of the New York Times, being written about in the pages of a community newsletter is rewarding to those being written about. It also inspires others to contribute as they seek the same recognition for themselves. It’s just human nature to want to do well and be recognized for a job well done.

The uninformed remain the uninvolved. If you are not using the resources available to you to tell your story well, you will likely have poor results in finding new leaders. If you find that your community is lacking in leadership prospects, take a look at how you are communicating with those potential leaders. If the only communication with the typical homeowner is to remind them to send in their common fees, pick up their pet’s waste, and stop parking in the fire zones, you can’t be too surprised when they don’t volunteer to be a part of the community leadership efforts.

The well informed become the most involved. If you learn how to project a positive image within your community, you are much more likely to succeed in finding volunteers who want to be a part of that success. Most communities take on tremendous challenges and they do so in the form of volunteer efforts on the parts of Board Members and Committee volunteers. You need to tell their story and celebrate their achievements.

Your regularly scheduled communications should have at least one volunteer success story each and every issue. You should also routinely ask for new volunteers for existing and future projects. The worst thing that could happen is that you will have told a positive story and rewarded a volunteer for their efforts. The best thing that could happen is that you will find success has inspired another volunteer to come forward. That new volunteer is likely to get active and stay active. That may just be how you find your next Landscape Committee member, who also joins the Board and two years later becomes Board President. At least, that’s how it happened for me…