Greater Expectations How community management has evolved from contract fulfillment to providing outstanding customer experience and engagement.
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By Frank Jauregui, CCAM
ommunity management is going through a paradigm shift–we are moving away from simply managing our communities to providing concierge/hospitality-type service experiences to our clients.
And over those many years, community management firms have been happy to function and thrive under the confines of this classification–simply existing to fulfill their contractual obligations to their clients doing these very things listed above.
It is not an overstatement to say that the association management industry has undergone a tectonic shift over this past decade in how we interact and fulfill the obligations of our management contracts.
But as we all know, things can never stay the same– stuck as it were in a cryogenic freeze–but the irrefutable truth is that much like life itself, everything changes!
For many years, association management companies seemed to have existed outside of the collective consciousness of the general populace. A profession that was often misunderstood and shrouded in mystery as simply an administrative obligation of the association to collect monthly assessments, create violation letters and help the board of directors’ function in their board duties.
No created thing can ever stay the same. It either evolves by consistent progression or devolves into utter uselessness, ultimately being cast aside.
Vision Summer 2021 | cacm.org
So too, the nature of our industry is always in the process of transformation. Gone are the days of typewriters, fax machines, carbon paper and large filing cabinets. Gone are the days of tape recorders,
