Association management, to many, is another term
for property management. These two words, property management,
actually create a misnomer in terms of attempting to adequately
describe the demands placed upon managing homeowner associations
each and every day. The term property management, or property manager,
leads one to believe that the industry, and thus the individual
toiling within this industry, is focused on the management of things...
buildings, elevators, pool areas, roadways, landscaping, etc. But
these are merely inanimate objects that are monitored, maintained
and, yes, managed. However, there is one aspect of association
management, though sometimes overlooked, that is ultimately so
much more essential to the success of an operation. Simply put,
it is the art of taking care of the most valuable asset that exists.
The reality is that our managed associations, without
this most valuable asset, are simply brick and mortar. They have
no life, no energy, they are structures or expanses of buildings
that occupy space. It is only with the involvement of our most
valuable asset that these structures and buildings begin to grow
as an identifiable entity... where we can begin to breathe life
into this brick and mortar…to actually make it come alive. And
what is the asset that accomplishes this formidable task... it
is people.
It is people who embody the spirit, passion and vitality
that create the sense of community for our associations. It is
people who take the structures that have been built and turn these
structures into a network of woven lives that form a cohesive and
cogent community. It is people who provide the caring and nurturing
that creates a sense of comfort, a sense of safety, a sense of
being “associated” with each and every homeowner.
And the management team, as well as the Board of
Directors, play a major role in the effectiveness of its people.
Just like the equipment spoken of earlier, people also require
ongoing monitoring and maintenance. Whether it is feedback from
a homeowner, discussion with Board members or management's first
hand encounter with staff's performance, people need to be recognized
and informed on their performance. The phrase “to inspect what
we expect” is so vitally true when it comes to safeguarding, and
improving, our most valuable asset. We train ourselves to routinely
inspect “things”... pumps, motors, belts and any number of pieces
of machinery and equipment that require care and attention. But
we must also ensure that we are inspecting, “repairing” and improving
our people. To maintain the operation and provide the level of
service our homeowners expect, and deserve, means that we must
provide as much support and attention to people as we do the inanimate
objects that we also manage. This attention, in the form of praise,
constructive criticism and preventive maintenance (i.e., training)
is paramount to building a successful team. This type of attention
is not something that is done monthly, quarterly or annually. It
is an ongoing process that exists minute by minute.
The prompt answering of the phone, the courteous
smile and opening of the door, the timely response to a homeowner
request... these are all functions that determine the success of
our community. And it is crucial to recognize these minute by minute “triumphs” as
they happen!! People need to know that their efforts, whether “above
and beyond the call of duty” or simply doing the basics of their
job flawlessly, were appreciated. It is only with this focused
and relentless attention to our most valuable asset that we can
develop and retain a superior staff... and deliver the type of
experience within our communities that our homeowners deserve.
And this concept of people making a difference is
not limited to staff members of your community. It includes the
Board members who have volunteered their personal time and efforts.
They have selflessly offered their expertise and experience to
infuse guidance, direction and support for the continued growth
of the community. This support fosters not only the ongoing improvements
made for the property, but it also fosters a sense of camaraderie
and bonding between all homeowners and staff members. This effort
on the part of volunteer Board members plays a major role in defining
the identity of the association and the positive path of the community
as a whole. As we do with our staff members, we need to take the
time to recognize and thank those individuals for their efforts
and to let them know that we appreciate them being part of the
team.
The definition of our most valuable asset also includes
those people who may be viewed as being on the periphery of the
association. But, how absolutely invaluable an asset is the individual
that provides service to a community in its time of need? How many
of us have breathed a sigh of relief when the elevator repair man
has finally arrived, when the plumber enters our home with a confident “no
problem” attitude, when the cable TV repair truck pulls in front
of our home or even simply when our dry cleaning has been quietly
and efficiently delivered to our door. The most important asset
to a successful community is not limited to the players directly
involved in the day to day operation... it also includes a myriad
of role players... role players that, without their participation,
would leave us with an incomplete performance!
The workings of every person involved in your community
are not dramatically different from the workings of a piece of
equipment, but when people fail, the results are typically far
worse than when we experience mechanical failure. As members of
a community whose success is directly related to the efforts of
its people, let's take a moment each day to remind ourselves of
our most valuable asset.
Dustan Goodell,
President
Somerset Association Management, Inc.
Dallas, TX
