10 minute read
Doing More With Less
BY EMILY YOST
■ INSIDER TIPS FROM TOP EXECUTIVES AND COMMUNITY MANAGERS
Doing more with
It is highly probable that you’ve been “blessed” with hearing the words, “Do more with less!” Perhaps it was a directive from one of your boards, the executive you work for or it was you – on a quest to lead your business and community managers to greater success. Recently, CACM polled members of the organization to find out how you are answering the call to do more with less. After all, knowledge is power and CACM members are leaders in the industry! (To those executives and community managers who took part in the recent survey, CACM wants to thank you. We look forward to more opportunities to share your wisdom in the future!)
The Executives Speak
Communication
Internal: Effective executives communicate the company’s goals and clearly define employee expectations. They empower their team to achieve those goals and listen to their team. Employees are on the front lines of a business. They know what works and what makes their jobs more difficult. Ask for solutions and act on them.
External: Effective companies make responsiveness a priority. Many executives shared they have a live person answering calls. It ensures the right person handles the call and provides a personal experience for customers. When team members are unavailable to answer a call, getting back to a customer in a timely fashion can make the difference in keeping or losing a client. Although not every call requires an immediate returned call, communicating your vision for the customer’s experience is vital to the reputation of the business. Continued on page 10
Doing More with Less
Continued from page 9
Education
Successful executives understand that knowledge is power! Effective management teams have education on their side. Of the executives polled, 91% shared that new employees were provided a mentor within the company, and 55% said new hires receive more than six months’ training. From ongoing certifications to in-house mentors, educated employees become trusted advisors at board meetings, resulting in happy customers who sing your business’s praises.
Technology
Providing your team with the technology they need is imperative. Purchasing or developing software that eliminates the paper trail and provides all departments with the ability to share information increases productivity and eliminates unnecessary conversations. Providing a central server means employees have easy access to important shared documents. Instead of individual printers in offices, provide one central printer that all computers are networked to. It provides the team with a faster and more comprehensive tool while saving you money. iPads are a great resource for community managers in board meetings. They provide
a quick way to snap pictures of on-site issues, take notes and share visual aids in a meeting.
Outsource When Appropriate
Outsourcing can be a great way to save time and money. It gives the team the time to focus on servicing and growing the business, while giving you a great way to control expenses. From mailers and statements to financial services, finding an outsource solution that is ready to support your company’s vision can positively impact the bottom line.
The Community Managers Speak
Of the managers polled, 39% shared that they handle 10+ associations. That’s a hefty responsibility. Unless you can stay on top of the work, you’ll never be effective. Here are some great tips from highly effective community managers.
Build Trust
Make it abundantly clear that you strive to enhance the lives of homeowners. Genuinely listen to them. They deserve to be heard. Let them know you are never too busy for them. Remember, they don’t know (or care) how many other accounts you have. One manager shared, “Always remember that a home is one of your homeowners’ largest financial and emotional investments. Interact empathetically. Keep your relationship with your boards professional and businesslike. If they make a decision that is contrary to your advice, remember, it’s their community.” Another manager shared, “Talk with them, over the phone or in person. Facetime is a valuable tool. Take time to explain why and how ‘the proper way’ works. This solidifies your expertise and your value. Don’t lie and don’t guess. Research the correct answer if you need to.” Still, another shared, “Listen to what is important to your client boards, as their needs change. Don’t just assume you know what they want. Deliver what you promise. Don’t say you can have something done by tomorrow if it is
not practical. Give realistic time frames. Be prepared for board meetings so that business can be conducted in a timely fashion. Many board members are business professionals too, and their time is as valuable as yours.”
Manage the Client
Walk the clients through the process of how you will manage their account, and be specific! It’s okay to share when you are available and when you are not. And, it’s okay to ask that they send all requests via email in lieu of calling or leaving a voicemail. This sets clear expectations, eliminates confusion, prevents support staff from being overrun with unexpected tasks and makes certain you won’t forget a single request.
Take Advantage of Technology
Utilize Microsoft Outlook to schedule tasks and meetings. You can quickly and easily loop other team members in on those tasks. It ensures everyone is “in the know” and you’ll never forget a task.
Declutter
Your office space is truly a reflection of your efficiency. Immediately scan or file documents and place items on your Outlook task list. Keep current projects in a temp file in an incline file sorter on your desk. At the end of every day, take the time to clean your desk and add unfinished items to an action list, review the calendar for the next day and write up the next day’s plan.
Focus
Focus is critical to success! Time management allows you time to focus on all that you need to do. One community manager shared, “Taking the time to plan is key. Focus on one project at a time. Interruptions are inevitable, but focus on the task at hand. Don’t wait until the last minute. Budget you time wisely to give your full attention to your client’s needs.” Another shared, “I keep a ‘cheat sheet’ [spreadsheet] on my desktop for all my communities that lists annual meeting mailers, budget mailers, etc. It is a quick, at-a-glance reminder of what I have to do for that entire month to ensure that nothing is overlooked or falls through the cracks.”
Be Proactive
Stay ahead of the game. Don’t procrastinate. The work won’t disappear … It will multiply.
Seek Wise Counsel
Understand and respect when something is over your head. Consider it a learning opportunity and go to the experts. It is ridiculous to assume that everyone knows everything about everything. If this is your career, you’ll take pride in allowing yourself the opportunity to learn from others. Pretty soon, you’ll be the “wise counsel” others will be seeking!
Communication
Internal: Schedule or request a weekly “check in” meeting with the office team. Share your challenges and triumphs. For every challenge, offer a solution. Create the office environment you want to work in. Be the change that you and your company deserves!
External: One manager said it best: “It’s great to be able to communicate with your clients, but if you’re not getting anything done, it doesn’t do you much good. I share action lists with my clients so that we’re both aware of what the other needs to get things done – and then we do it!”
Career-Minded Approach
Is this a job or a career to you? Although the question seems harsh, it’s an important one. Your choice impacts the company you work for and the industry as a whole. When you take pride in your work and the service you provide, you are helping build this important industry, while simultaneously ensuring your growth in the business and that of your company. This way of thinking will positively impact each detail and decision you make. Your board packets will be superior, your response time will be impeccable and your customer service will be unmatched! Continued on page 12
The Bottom Line: Quality Customer Service is Key to Success
Understanding, utilizing and offering great customer service keeps you on top. People by nature want to work with people they trust. Boards want to work with (and trust) a manager who is educated, connected to the resources they need, good at getting back to them quickly and able to lead them to being a more selfsufficient entity. Executives want to work with (and trust) a manager who is reliable, driven, ready to adapt to any situation, has a sense of humor, is great at multi-tasking and, in general, sees the glass “half full.” Community managers want to work with (and trust) executives who create a team environment, are fun to work with, celebrate the accomplishments of their employees and provide opportunities for growth and education. It’s been said that, “Your customers sign your paycheck!” Want to do more with less? Offering excellent customer service is the cheapest, yet most effective way to grow.
Do you have tips and ideas to share with other CACM members? We’d like to invite you to continue the conversation on CACM’s Facebook page (www.facebook.com/CACMchat).
Emily Yost is the Marketing Director for MPS Financial, LLC in Rancho Santa Margarita.
Teresa Powell, Executive Vice President HOA Specialty Banking
Service • Payment Solutions • Loans Revenue Generation • Local Remittance
Kimberly Bohn
Senior Vice President, Manager kimberly.bohn@focusbusinessbank.com 408.200.8730
Geri Kennedy
Vice President, Relationship Manager geri.kennedy@focusbusinessbank.com 408.200.8721
Karl Lofthouse
Vice President, HOA Specialty Lender karl.lofthouse@focusbusinessbank.com 408.200.8744
focusbusinessbank.com
10 Almaden Blvd, Suite 150, San Jose, CA 95113
408.288.5900
Consider the many advancements that have transpired at CACM over the past couple of years – rebranding, specialty certificate programs, master-level certification, public awareness campaign – the list goes on. However, while the changes are considerable, one basic tenet remains constant, CACM’s Global Ends Statement. That simple statement, “CACM exists so that Members Enjoy an Environment Necessary for Professional Success (with results optimizing value for members’ dues and fees)” is what defines our organization and its ever-evolving direction.
Your elected Board of Directors articulated this Ends Statement several years ago as a basis for all policy decisions. Now, as the Board sets policy, achieving the desired outcomes to support that policy comes from our President and CEO, Dave Zepponi. Broadly speaking, Dave views community managers as community facilitators – bringing together neighbors for the common interest of the community while balancing the needs of individuals. Managers with the skills to achieve this bring a high degree of value to their clients. To achieve success in this area takes professionally trained and committed community managers and a healthy, vibrant industry to support professionalism. While we hear much rhetoric of commoditization, one fact remains clear: Price may be important to our clients, but they will not accept marginal service. They are more sophisticated than ever and are insisting on professionals who are educated, well versed in all aspects of community management, creative and, perhaps most important, genuinely concerned for the well-being of their members. In fact, many are willing to pay higher management fees in exchange for higher quality service. However, they must see value. CACM recognizes this trend and continues to introduce new course offerings, programs and initiatives to help ensure your professional success. Take, for example, two new courses developed and launched by CACM: Commercial & Industrial CID Management and New Development Community Management. These courses dovetail nicely with the rigorous master-level certification program (MCAM) and provide levels of professional development to suit the demands of our industry and your clients.
CACM will continue to focus on your needs as professionals. We remain fully committed to value and supporting your professional success so you can be well equipped to focus on your business and meeting the high expectations of your clients.
In closing, I lost a very close personal friend recently. Many of you who had the privilege to know Dan Kocal feel the same. Regardless of whether you knew Dan or not, we all benefited from his dedication to family, friends, our industry and CACM. His memory will live on as he On behalf of the CACM Board, continues to inspire. Gordon Goetz, CCAM, Board Chair
