YOU GOT THIS!
You’re certified. You’re experienced. You’re qualified. Be confident in your abilities and knowledge as a professional association manager to handle the most difficult situation. By Kathleen Waite, CCAM
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Vision Spring 2021 | cacm.org
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e’ve all been there. You’re on a call with an upset owner who is an “expert” in everything related to their association. They’re furious that you are not helping them with a toilet leak, even though their toilet is their responsibility as a homeowner living in a singlefamily house. You try to get a word in, but they continue to talk over you. Or they’re upset that the HOA didn’t give them something they feel they deserve or are owed, but you as the manager know it’s well outside of your scope or duties to perform whatever work it is they are demanding. You think to yourself, “Time to call in back-up.” While back-up is always great, as a manager, you should feel strong enough in your knowledge to know that sometimes, you’ve got this on your own. There are ways you can remain calm, professional, and also stand your ground and explain why maybe they are mistaken or even flat out wrong in their position.
manager who has spent years in the field, thousands of hours on mastery of their profession and in many cases, has special certifications like the CCAM certification to prove it. Still, this manager sometimes lacks the confidence to stand up alone to bullies or antagonistic homeowners and board members. All experienced managers should feel empowered to stand up for what they know is right and have the tools to handle those difficult members.
TAKE TIME TO EDUCATE THEM
This issue of Vision Magazine is focused on the next generation of managers, management, and what the future of our industry looks like. During our discussion of all of these facets of this multifaceted industry, a common theme emerged about either homeowners becoming younger, managers becoming younger, and how that dynamic could shift our industry.
In my experience, the first line of defense is education. Teach that difficult owner what you know! You have spent hours upon hours poring over governing documents, attending classes to keep you up to date on HOA law, and in 99% of the cases, that owner yelling at you has not had even a fraction of experience with their own association as you have.
The hypothetical above plays out frequently where an owner who is “wiser” than a young manager is confident they know more than this
They need to understand what you understand so that you can communicate with them effectively. Explaining the pertinent sections of the
