Get in the Relationship Groove

BY SCOTT SWINTON

Get in the Relationship Groove

The interactions between service providers and community managers should be like a well-rehearsed dance. Each person understands the next move and together you create a workable rhythm.

■WHAT WOULD YOU THINK IF YOU SHOWED UP AT THE SALON AND FOUND YOUR SAGGYPANTS-WEARING PLUMBER IN AN APRON, TWIRLING A HAIR DRYER? YOU WOULD PROBABLY RECOGNIZE THAT IT'S BEST IF PEOPLE FIND THEIR CORE COMPETENCY AND STICK TO IT.

In the CID industry, the core competency of your service relationship between these partners providers is likely the ability to understand the needs of you and should be personal and sincere, based your communities. The service providers that you call on a daily on collaboration – not competition. basis should have one objective as their primary focus: making you In the end you share a common look good. They may be good at cutting grass and washing windows, but they are customer and a common goal: keep probably just as good or better at understanding your needs. Why? Because they that customer happy. have figured out that you, the community manager, hold the gate keys to the work So what should you look for in stockpile. a supplier? What are some traits that

Yet, often when I talk to community managers I realize they don’t understand indicate a collaborative partner? their steps in the dance. Instead they remind me of the typical Internet image for Honesty – If the provider you multitasking – a man or woman with multiple arms and hands emerging from choose doesn’t have integrity, he or their shoulders, flailing the various tools of their trade, “doing it all.” In spite of she will eventually make you look being just a little creepy – the images are effective. They visually demonstrate bad. the unnatural state of one person taking on too much. You need your service Availability – Will they work providers. according to the timetable of your

But, like your service providers, community? Do they perform you also have a core competency – community management. You are not What are emergency service work? Can they finance their jobs through the typical often expected to change a pool filter, pull out a dead bush or replace a patio door. How often, though, are you made to look some traits that delay period between board meetings? Consistency – Do they pick up the phone every time you call? Do they bad because bushes, pools or patio doors are not dealt with correctly? Or, how often have you breathed a sigh of relief indicate a collaborative turn down jobs seemingly arbitrarily? Shared expectations – Do you and your service providers have the same when a service provider comes through for you at the last minute, making heroes partner? expectations about what a “job well done” looks like? of you both? Understanding of the industry –

You need seamless collaboration with Does your supplier know what the good partners in order to dance well. Open Meeting Act means? Do they “chat” with the homeowners and supply Successful collaboration comes when each problematic opinions? Do they understand that you have no choice but to provide understands the needs of the other, and the board with three bids? then looks out not only for his or her Willingness to learn – No service provider comes into the CID industry own success, but also for the success of understanding all of the nuances. You may need to instruct them. One that refuses others. Ideally a symbiosis emerges. Each to learn should not be on your short list. needs the other, and each helps the other. The relationship between you and your supplier will inarguably impact your But don’t expect to feel the symbiotic performance and image. It takes two to tango, so cultivate a teamwork relationship flow wash over you if you don’t put in the in order to make your partner look good. Soon enough you will find that you are work to build relationships. Both service literally getting more for less from your service providers. providers and community managers alike want to feel appreciated. The Scott Swinton is the CEO of Unlimited Property Service, Inc. in Richmond.

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