How to Choose the Perfect Management Company

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There are many choices when it comes to association management companies.  While finding the right company for your community may seem challenging, we’re here to make it easier. Here are the main aspects you should look at when considering a management company:

How long has the company been in business?

The management of your association can directly impact the property values in your community so it is important to engage a qualified and experienced management company. If a company has been in the business for a while, they will be able to provide more references, quality vendors, and a high level of confidence in their abilities.

What is the average tenure of the Community Association Managers?

Experienced managers that hold professional designations bring a higher level of professionalism to the position.  They have the knowledge, dedication, and commitment to their industry and will be both a benefit to community and a resource to the boards in which they serve.

Does the company participate in education for both employees and board members? 

Reputable management companies invest in and provide education and training for both their employees and the board members in which they serve.  It should be the management company’s priority to provide educated, professional and accurate training, advice and guidance on important issues relating to Association Management to their board members.

What services does the company offer? 

It is important that the management company offers the services needed for your community.  Understand what type of company, their mission and values and make sure you know what services are included prior to signing the contract.

Can you visit their office?

Being able to visit your community association management can be a relief. It provides a higher level of connection and allows you to gather insight about the company and how they are able to meet your community’s needs.  Your management company will effectively be part of your team and getting to know them and the culture of the company can make the difference between a decent experience and a great one.

How do they manage associations similar to yours?

Any management company should be able to provide names of HOA and condo associations they manage as well as specific references you can contact.  These communities should be well-run and similar in size and type as your community. If your community is unique in many ways, find out what they will be able to do specifically for the quirks in your community.

What is their communication style?

Clear communications between the board and the management company is the basis for a productive and successful relationship.  Ask about responsiveness, find out if they have any additional support teams, and how the management company typically communicates with the board to determine if this will meet your expectations. Make sure to get any necessary contact information to make it easy for your residents to know who to call.

Final Thoughts

Finding a good fit for your community can be a rewarding venture. Make sure to go into the meeting expressing the expectations and priorities of the board and any and all requirements you will have.  In your initial meeting, have these main aspects in mind and you will have an easier time determining the capabilities as well as the “personality” of the management company and identify if they would be a good choice for your community.

Your Stress-Free Holiday Hosting Guide … With an HOA

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Planning a party for the holidays is stressful enough without the added concern of HOA guidelines and policies to add to the mix. Before you throw in the towel, here’s our tips to stress free hosting for the holidays.

Decorations

Does your HOA have guidelines on when you can put up holiday decorations and when you need to have them down by? Are there policies on lawn ornaments, inflatables, or lights? As a community member, keeping safety in mind and decorating to the enjoyment of all residents is part of the responsibility. Knowing these regulations will also prevent any Holiday mishaps from happening and prevent violations from the HOA.

For more HOA friendly tips, check out our article on Holiday decorating here.

Parking

When guests start arriving, cars will start adding up in front of your house. Is street parking an option in your community or is there a designated visitor lot for non-residents? Talk to your neighbors ahead of time so traffic doesn’t come as a surprise. Some communities make special exceptions for Holiday parking, make sure to ask your main office about any details.

Noise

Keep in mind that most communities have a noise ordinance one made by the HOA and another by the city. Nothing disrupts a party like someone knocking on your door with a noise complaint but luckily most HOA’s have a guideline on what types of noise and – how much – is acceptable.

Location

Does your community have a Clubhouse that would fit your guests more appropriately? It may be easier to coordinate, provide more room for guests and parking, and a buffer for noise between your party and your community. Each community will have their own set of Clubhouse policies so make sure you take a look at those in advance and keep an eye on how long you have the room booked for. Always book for a little longer than expected for adequate clean up time.

Pool & Outdoor Amenities

Not all Holiday parties have to be Winter Wonderland themed. If you’re planning on a tropical theme and it includes pool access, coordinate with your main office to let them know how many guests will be attending to make sure there won’t be any code violations. Each community has their own pool area max capacity and food and drink policies so make sure you’re well aware of those before planning. It’s always good to give your community a head’s up on any parties to ensure everything goes more smoothly.

Keep the Community Aware

Whatever party you are planning to have, regardless of theme, keep your community board in the know. This can make it easier for you to plan and can even help you organize your resources better. They may have specified parking areas you weren’t aware of or ways to reserve certain amenities to guarantee they will be available for your party.

Decorating with Flair… While Keeping it Fair

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Decorating is one of the most fun aspects of the holidays. It’s the time of the year when your lawn goes from the same everyday style to a winter wonderland. If you’re in a community with an HOA or are looking to keep everyone in your neighborhood happy, this one’s for you.

Keep it Tasteful

It’s very easy to get carried away with holiday decorations, Christmas and Halloween especially. Keep in mind, that while it’s on your own lawn, everyone in the neighborhood will be subjected to anything you place on display. If your Holiday lights create too much light pollution, you may need to keep them off during respectable hours so as to not wake any of your neighbors up. Lights that blink or are too bright can be subject to local ordinances as well. These rules vary by city or county and violations could result in ticketing and fining.

As tempting as going extreme Holiday decorating is, it’s not worth giving yourself a record.

Talk With Your Neighbors

If you’re new to the area or want to start decorating this year, try asking a community member about decorating policies for your community. Talking with the people who live around you creates a sense of Holiday cheer and helps you stay in good graces with people you could be living next to for a while. It’s not always possible to please everyone but stick with a good balance of your own tastes with your communities.

Community Policies

Does your community have an HOA? Does that HOA prohibit year round decorations, lights, or signage? Some communities are more lenient for the Holidays and are worth the quick chat with your association members to find out. Keep in mind that these rules and regulations are contractually enforceable in your neighborhood.

Keeping the Peace

There are a multitude of ways to celebrate this Holiday season. It may be Christmas, Hanukkah, Kwanzaa, or maybe nothing at all. Many neighborhoods are multi-cultural, and part of being a good neighbor is to respect everyone’s right to celebrate how they choose.

This is the time of year to think about each other.

If you have a theme for your front yard, be polite and kind about your presentation and do your part to keep peace in your neighborhood for the Holiday season.

Bottom Line

The best way to keep your Holiday Decorating stress-free is to research, talk with your neighbors and community members, and to be thoughtful in your planning.

 

Customer Service Importance & Tips

IMG_5074Excellent customer service is vital when it comes to operating a successful association management company. Why? Because our customers are ultimately the people who are keeping the business going, if they are not content then business will suffer. Customers are natural word-of-mouth marketers.

Supporting customers goes beyond having an email or phone number with people on the other end to respond. It is a mentality of how we want customers to experience our customer-centric product and services. We always want to ensure that we are guiding our customers every step of the way. Therefore, we want to make sure that all our interactions are always polite and cordial.

Creating an amazing customer experience is imperative to fostering an excellent reputation.  Here are some steps that can help increase customer satisfaction.

Be Clear with Rules

If there is something you want your residents to know, be sure to lay it out for them. Have a handbook available for everyone to access so they can reference it at all times. We do a great job of that here at Leland Management being able to provide all needed documents to the customers through what we call a resident portal. If you are straightforward from the beginning, there will be less chance for confusion, and less confusion means happier customers.

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Ensure Effective Communication with your Customer

It’s important your customers feel that if they need you, you are easy to reach and communicate with. Always respond to any outreach in a reasonable amount of time (preferably as soon as possible), no matter how big or small the concern. The response time should be within a few hours on a normal basis and if you know that it is taking longer to respond, you should make sure your customers are aware. Show your customers that you keep them in mind by letting them know when you’ll be out of town. Often customers need contact information for how to reach you in case of an emergency. At Leland, we ensure that we can be reached in normal business hours as well as have an emergency 24/7 hotline. We answer on average 5000+ calls per month and about 2500 emails and voicemails reach our resident support line.

Spend Time Building Relationships.

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Treat all of your customers as you would like to be treated.  Having a congenial business relationship with every customer is an integral part of successful association management. Be firm and fair, and don’t compromise on your responsibilities for the sake of avoiding unpleasantness. If you’re attentive, responsible and congenial in your customer relations, you’re set to build lasting relationships that will be valuable. Leland Management has been in business for over 20 years; building of relationships with all of our communities, treating all residents equally and fairly.

When it comes down to it, the best way to keep your customer satisfied is by maintaining a sense of order and organization. At Leland, we strive always offer the highest quality customer service to all of the board members and residents we serve.  We are continuously reviewing our standard and training so that we are able to develop our customer service program to be the best in the industry.
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