Board members of community associations and condominiums are always seeking for a property management company that will provide the best service for their community.  But what does that really mean?
 
How do you choose the property management company that is the best fit for your community’s needs? Surely, different types of communities define “best service” in different ways.
 
Actually, they don’t. Research conducted among dozens of condo, co-op, lifestyle, high-rise, apartment and multi-family communities throughout the US and Canada has shown that board members’ primary concerns are fairly universal. While each type of community may have unique aspects in terms of their maintenance requirements, for the most part they all agree on what defines “great service” from a property management company.
 
Board members say that while systems such as state-of-the-art technology are a great value-added offering, excellent service really comes down to one thing – the right people. And when it comes to property management, the right people should be masters of the following:
 
Good communication
The most common factor causing  board members to switch professional property management companies is that their old manager lacked “people-skills.” A manager that is the right fit for your community will work to develop a great working relationship with the community leaders. They know they need to make a personal connection on a one-to-one basis. That means not only being able to provide advice and accurate information about the property, it means knowing how to listen really, really well.  In addition, the right management company knows how to develop and enhance these skills in their associates. It will offer state-of-the-art management and communication software – an exclusive benefit that will enhance connections and operational efficiency throughout any community.
 
Attention to detail
Each type of residential community is different – from the physical building(s) to the landscaping to the on-site amenities to the residents. 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. A property manager that values attention to detail will proactively evaluate conditions to ensure proper maintenance. They will respond promptly and accurately to service requests and will also be able monitor, manage and evaluate vendors to ensure they pay close attention to details as well. 
 
Quick & efficient follow up
The best residential management companies employ managers that make responsiveness their top priority. How do you know? Look for a company that has a 24/7 customer care center, a place where you can talk to a real person about any property-related issues, from emergencies to routine maintenance. Sometimes, even just a few hours can make a huge impact on an urgent situation. And waiting for days for a response on a minor issue can be highly frustrating. . Whether in person, over the phone or through social media, the right company for you will have multiple channels of communication and provide quick and efficient follow-up to all your board or resident concerns.
 
 
Never giving up
You have seen it happen - a small problem snowballs into a much bigger one. Property improvements or beautification projects can unveil hidden structural issues. A single resident’s concern can turn into a seemingly never-ending stream of complaints. You know you are getting the best service from your property management company when they continue to attempt resolution to a problem with a positive attitude at all times. They go the extra mile to make sure it is resolved to your complete satisfaction. 
 
Understanding the value of a dollar
The recession has hit most residents hard, and communities across North America are looking to get more value for their dollar. In this case, a property manager can provide the best service by being sensitive to the Board’s budgetary concerns, sharing recommendations and advice and bringing deals and cost-saving solutions to the board. They should be actively evaluating your vendors, renegotiating your existing contracts and using their collective buying power to get your community the best deals. They should take the view that their job is to enhance your quality of life, improve your property values and save you money whenever they can.
 
They have bench depth
What happens when the property manager you love gets sick, moves on, or is promoted? The best property management companies should have a strong “bench” and will be able to provide you with a suitable replacement that is the right fit for your community. Look for a company that has a low turnover rate to ensure manager experience and expertise, as well as one 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.
 
They do what they say they will do
Of all the qualities that make up “great service,” board members say that this one is perhaps the most important. Great service means following through on all matters - big and small good monitoring from upper management, support services and technology help to ensure great follow-through. Regardless of supervision, when a property manager consistently does what he or she says they are going to do, it proves that they value homeowners, respect their concerns and understand that they are working in a community that residents call home.  If you have a manager that fits this description, he or she is truly the right fit for your community.
 
So, how do you choose the residential management company that has the best service? Make sure they have the right people in place: managers you can relate to, communication you can count on, and service that will respond to your needs. One property management company you can count on to meet these requirements is FirstService Residential, North America’s leading residential property management company. Complete this simple form to contact them today.
Thursday June 19, 2014