Great Service: Does Your Community Manager Have What It Takes?
Even the best community managers can’t do everything! The right support is critical for a manager to succeed in delivering the exceptional service your board and residents expect and deserve. Good managers are only as capable as the support they have. That support should include:
In addition, an experienced regional director with a pulse on the community provides important support. The most capable managers leverage their regional directors. Having that structure in place helps maintain institutional knowledge and consistency in management if the community manager leaves for any reason. The regional director should know the building or community well enough to help replace a beloved manager with the right person.
Caring can’t be taught. People who are naturally caring go above and beyond for the people around them and in the work they do. Caring managers take ownership of the communities and buildings they work in, doing their very best to serve the board and residents.
Great community managers have a high emotional intelligence quotient (EQ), too, meaning they have an ability to read and assist people – including members of your condo corporation or HOA. Their empathy enables them to put themselves in others’ shoes and understand their perspective. Other traits of managers with high EQ is that they are forward-thinking, adaptive, resourceful, hospitality-minded, flexible, self-motivated and able to communicate clearly. As a result, they are trusted advisors to your board.
Emotional intelligence should extend to regional directors. The regional director is the person who needs to match up the right manager to each community or building. This requires understanding the personality of the property and choosing a manager whose personality meshes with it. Even the most stellar manager won’t succeed if they aren’t the right fit.
Residents’ awareness and understanding of the role of a manager can affect how they perceive their manager. The most incredible manager ever won’t be seen as capable if residents have expectations that are outside a manager’s responsibility.
The board is responsible for creating policies based on their vision for the community, while the management team simply executes those policies. However, a lot of residents mistakenly believe that the manager sets policy for the community. Therefore, when they are unhappy with a policy or rule, they respond by voicing dissatisfaction with the manager.
Sometimes residents don’t understand what they are responsible for in the community. Does the community pressure wash their front walkway, or is that the residents’ responsibility? Is management responsible for helping with storm preparation or snow removal in their driveways? Who pressure washes and cleans balconies on high-rises? New residents need to be walked through the roles and responsibilities of everyone in the community so they have the right expectations of their management team. It doesn’t hurt to remind long-term residents of those responsibilities from time to time either!
Great management and exceptional service are essential to the harmony and success of your community. To ensure that you get what you expect, you need a manager with the right support and the right personality. And, of course, you need to set the right expectations with residents about the role of management in your community.
To learn more about what makes an excellent community manager, download our guide, Dream Team: The Key to Service Excellence, today!