The Detractors of Association Management

By Jessica Melvin, CCAM

The property management industry has always had higher turnover rates than the national average. Community managers have an average of 33% turnover, which back in 2019 was higher than the national average of 25%. What is it today in the thick of all the changes? Glassdoor says 57.3%.

While we all love our roles as managers, how can you combat the negative aspects that come with it? Let us look at the detractors for what we do and how we can make them work for us.

Time Management & Stress

This industry has always been stressful. We all know that from the first day in as an assistant or even starting in customer service. Laws are moving faster than the second hand on the clock. Homeowner issues are now daily occurrences as most people are home to witness that annoying neighbor (or eventually become them).

Also, contractors have jam-packed schedules. USPS cannot guarantee delivery within a week. And despite Zoom making all our lives a little easier, it also added a lot more to our already cramped schedules.

What can we do to alleviate that extra helping of stress? If you are working from home, this might sound crazy but get a desk hobby. Something as simple as origami or journaling helps relieve the stress and keeps the brain ticking.

Into a more active approach? Under the desk cycle machines and standing desks are good options too. Though coffee may be the savior for many of us, you might find that consuming less and opting for water will be more beneficial.

Time management takes on an additional importance in these times. Now is the time to read that book on organization or ask one of your peers who seems to have it figured out just what they do to manage their work lives. Investing in yourself will pay off in the long run.

Pay/Benefits/Compensation

Pay has always been an issue amongst managers and management companies. I have yet to find a manager who believes their salary adequately covers all that they do. Can this longstanding issue be fixed? Absolutely!

Managers should be supported in charging clients for those extra, outside-the-base management fees. Many managers do things for their communities for free either out of kindness or because they (or their companies) believe that if they start charging for everything, the clients will leave for greener pastures.

That one harmless extra run to the property you did to post that committee flier will soon turn into being part of your expected management duties. Do not be afraid to advocate for your value and put into place professional boundaries.

If your company does not have an à la carte system or commission split with extra billables, speak to HR or upper management about it. Your time is money, and the contract is there to solidify that.

Lack of Growth

The most common complaint I hear from other managers is that there is a lack of growth potential in the industry. According to LinkedIn, it is the main cause of the increased turnover rates.

Larger companies have the capacity to create regional management positions, executive management roles, and even upper management positions. These companies can create training programs for these positions to show a clear path to development and promotion, but what if you are not in a large corporate situation?

In a smaller company, there may be a very limited or even non-existent growth potential. That doesn’t mean you can’t create growth! If you are in this situation, suggest an education plan to learn new skills. Scheduled pay increase plans, or additional benefits can also be enacted.

Being vocal and suggesting improvements or action plans show that you are invested in the company and its growth potential. Put together a job description of your desired position and show management how it benefits the company.

Where is the Appreciation?

Despite best efforts and having the best managers ever, appreciation for managers and staff is often overlooked. HOA management can be a thankless job.

So, how do you get positivity flowing throughout the team? Ask your clients for feedback. Sending a simple survey will get those positive comments in and maybe some valuable constructive feedback as well.

Companies can run campaigns amongst the staff and include a segment where employees can give each other kudos on jobs well done. Receiving a pat on the back from your team is uplifting. After all, they know best what it is like on the client-facing front.

It is also important that senior managers and regionals have an open line of communication to staff and share when they feel their employee has done something stellar. A little bit of recognition can go a long way in keeping managers and staff happy in their companies and within the HOA management realm of employment.

Missed Opportunities in Education & Networking

The last couple of years have been tough on the usual get-togethers that we relied on for camaraderie, information, and fun, but the world of in-person gatherings is slowly starting to open back up.

If you are not attending events (even via Zoom), you are missing out on a wealth of information from speakers, management veterans, and attorneys. Education and networking are crucial to what we do, because the more educated a manager is, the more information and perspective they can give to their clients and staff.

If you are provided the opportunities to attend a seminar or networking event, I encourage you to attend as many as you can. Vendors and industry experts are happy to share what they know, what is coming soon, and ways to work through your problems.

In the end, this knowledge will make your job much easier and take away some of that stress. Now, go make some origami cranes while you listen to those voicemails. It may not solve all your challenges, but you will end up with some beautiful additions to your desk!

Jessica L. Melvin, CCAM

Jessica L. Melvin, CCAM, is the Portfolio Community Manager for The Management Trust, Nor-Cal division, serving Yolo, Solano, and Contra Costa counties since 2016.