What HOA Board Members Want: Top Property Management Service
Communication Best Practices
Board members of condos, townhomes, and HOAs want a property management partner to meet their community's needs. But what does that really mean?
How do you choose the property management company that provides the best service? You may think that concerns vary from community to community, but extensive research says they are actually pretty universal.
Of course, no two groups of residents and homeowners are exactly the same. They will have some unique distinctions in their needs, but for the most part, they all agree on what great service from a property management company looks like.
We often hear board members say that while offerings like state-of-the-art technology are a great value-add, excellent property management service really comes down a few key traits. When it comes to managing your association, the right property management company will focus on:
Good communication
Your association cannot succeed without effective communication. A professional property management company looks for a specific skillset in their team.
These skills include the ability to build strong relationships with board members, vendors, and residents. That means not only being able to provide advice and accurate information about the property, but it also means knowing how to listen really, really well.
The right property management company will help you develop a strong communication plan that allows your board to communicate easily and effectively with residents.
Bench depth
What happens when the property manager you love gets sick, moves on, or is promoted? This is where "bench depth" comes in. Having a great property manager is only the start, you need to make sure they have support behind the scenes. Having a team of industry experts they can rely on, your property manager has the time to focus on doing what they do best.
A property management company with a strong bench can help ensure a smooth transition period, making sure you don't miss a beat. Look for a company that provides regular training and continuing education to their employees to ensure all managers are up-to-date on the latest skills, laws, policies and procedures.
Attention to detail
Every community is different – from the physical structures to the landscaping needs to the amenities offered. Knowing every aspect of the property is essential to being able to maintain its value and provide the best service to the residents who live there. Does your community have a pool? Make sure your property manager has the support they need to keep it up and running.
Attention to detail means more than just being aware of your surroundings. A property manager with keen attention to details ensures requests are handled correctly, issues are monitored and managed effectively, and sets a high level of quality control from all vendors.
Quick & efficient follow up
Is responsiveness a priority for your property management company? Good communication includes responding to residents, not just sending messages to them. Look for a company that has a 24/7 customer care center and a team dedicated to finding solutions, fast!
Whether it is an emergency or routine maintenance it's important to have a direct line of access to your property management partner. The right company will have multiple communication channels and follow up quickly for all board or resident concerns.
Persistence
It's no secret that taking on a new project will often unveil issues you didn't even know about. Ask any homeowner about unforeseen issues during a renovation. If your association is undergoing a capital project, major renovation or even a beautification project, you want to make sure your property manager has persistence.
A concern from a resident can turn into a seemingly never-ending stream of complaints. a great property management company will attack a problem with a positive attitude and go above and beyond to make sure it is handled the right way, every time.
Understanding the value of a dollar
Who doesn't want to get the most from their money? Your property management team should be proactive, sharing recommendations and advice and bringing deals and cost-saving solutions to the board. Residents should have transparent communication about the association budget.
Auditing vendors, renegotiating contracts, and using collective buying power to get the best deal possible, is all part of being an expert property management company. Property management companies should aim to increase your property values and make the most of your budget.
Competent, reliable follow-through
Follow-through is often considered the most important quality that makes up great property management service. It does not matter how big or small the issue is. Your property manager and the experts that support them should work together to provide great follow-through.
So, how do you choose the property management company that has the best service? Make sure they have reliable managers, communication you can count on and consistent service that will respond to your needs.