FOUR SKILLS
THAT HELP MOVE OUR INDUSTRY FORWARD By Scott Ford
T
here are benefits to having team members with diverse backgrounds. When we say “diverse” we’re not only referring to race or gender; diversity also comes in the form of skills that team members bring to the table. This includes everything from their unique professional background to their personal attributes. A good community manager, for example, wears many hats and plays a crucial role in keeping residential communities safe and sound. Community managers work closely on tasks and decisions with HOA boards, making sure those tasks are completed and that everything is done in accordance with our state laws. People who have gained skills from several experiences may know how to handle more difficult circumstances—and as any of us know, working with HOAs has its share of challenges and difficult situations at times. Having a team of exceptional customer service managers who are all diverse will make a difference in helping both customers and the company see all the options available to them. As the President of California Builders Services, I work closely with community managers and developers as well as the state of California. We see this industry from a unique lens and realize the complex, nuanced role that a community manager plays. Here are four skills that can come from diverse backgrounds and help in community management: 42
Vision Winter 2021 | cacm.org
1.
CUSTOMER SERVICE
Relationships mean everything in our industry— we must be great with customer service to meet the demands of the HOAs that we work with. Customer service skills can be refined in many ways. For example, someone with a retail background who has learned to deal with customers or demanding managers will learn valuable skills which can carry over and apply to overcoming hiccups or challenges as they navigate HOAs and community members. A big part of customer service is learning how to be patient, show empathy, and listen. These are three crucial components of being a great community manager. Customer service entails being relational and building relationships. Knowledge and expertise can be refined with time in the industry, but a successful career starts with the ability to connect at a human level. Providing great customer service and finding people with these skill sets—whether it is from
retail, sales, marketing, or other areas—helps your organization grow lasting relationships with the communities you serve and develop future communities. When thinking about finding people with great customer service, broaden your horizons and look outside the box. You may be surprised at what you discover. For example, you may find your next great community manager from the aviation industry. Flight attendants must adapt to different locations when traveling, as all passengers come from different countries where they have their own rules, cultures, and lifestyles. They also need to be extremely patient—as viewing one of those viral videos online of an unruly passenger would showcase. The transition from flight attendant to a community manager of an HOA may not be obvious up front, but people with great customer service can learn the industry, adapt, and leverage their previous experience to bring about a stronger industry moving forward.
