Understanding the True Desires of HOA Board Members: Top 7 Service Essentials

Community association or homeowner association (HOA) board members strive to find property management companies that deliver outstanding service tailored to their community. But what exactly does this entail?

Choosing the ideal property management company might seem to vary between communities, yet research indicates that the major concerns remain largely uniform. While different communities have distinct needs, they commonly share specific expectations for top-notch service from property management.

Despite the allure of modern technology as a valuable addition, excellent service boils down to a few core issues. When managing a high-rise or community, the best property management companies excel in the following areas:

Good communication

Effective communication is crucial for the success of any association. The right management company employs professionals adept at building strong working relationships with the board members, prioritizing personalized connections. Beyond offering sound advice and precise information about the property, they excel in attentive listening. Moreover, they possess tools that facilitate seamless communication with residents and provide expertise in crafting a robust communication strategy.

Bench depth

What if the beloved property manager becomes unavailable due to illness, relocation, or promotion? Top-tier property management firms offer a solid “bench” ready to provide a competent replacement when needed. Seek a company that invests in regular training and continuing education for employees, keeping all managers current with the latest skills, laws, policies, and procedures.

Attention to detail

Every community is unique, from its physical structures and landscaping to on-site amenities and residents. Understanding every aspect of the property is vital to maintaining value and delivering exceptional service. A property manager who prioritizes attention to detail ensures that requests are handled accurately and oversees vendors to maintain those meticulous standards.

Quick & efficient follow-up

Effective communication also involves timely responses to residents’ needs. The best management companies prioritize responsiveness. Opt for a company offering 24/7 customer care, allowing direct communication with a real person for any property-related concerns—from emergencies to routine maintenance. Multiple communication channels and a commitment to swift follow-up can greatly impact any situation.

Persistence

Minor issues can escalate into significant problems. Property upgrades might reveal hidden structural challenges, while a single resident’s complaint could lead to an ongoing series of grievances. A property management company offering exceptional service tackles problems with a positive attitude, going the extra mile to ensure they are resolved correctly.

Understanding the value of a dollar

Maximizing value for money is a universal desire. A proactive property management team brings cost-saving solutions and valuable advice to the board. They audit vendors, renegotiate existing contracts, and leverage collective buying power to secure the best deals for the community. Their role extends to enhancing quality of life, raising property values, and optimizing budget utilization.

Competent, reliable follow-through

Among all the attributes defining great service, competent follow-through is arguably the most critical. It involves fulfilling promises on matters both big and small, often supported by meticulous oversight from upper management. Consistent follow-through demonstrates respect for residents and understanding of working in people’s homes. A manager who embodies these qualities is undoubtedly a perfect match for the community.

In summary, what defines a property management company with exceptional service? It is characterized by dependable managers, reliable communication, and consistent responsiveness to the community’s needs.