managing and maintaining the communities they serve, and industry partners provide the products and services to support both boards and management. Let’s get down to how each relationship works.
Manager and Industry Partners: Tips to Consider
The manager and industry partner generally work together to perform certain tasks to maintain a community at its optimum level. Industry partners need to understand that managers are working with non-profit organizations with tight margins. If the industry partner needs to perform work beyond the original scope, explain why.
Unanticipated items do come up and are often discovered during the repair phase. Explain what was discovered and the best, most cost-effective way to solve the problem. Don’t just perform the work and present a bill with no explanation. No one likes to be surprised or feel taken advantage of. Open communication and transparency are always the best practices.
Managers need to be fair, reasonable, and hold business partners accountable for doing the work within their proposed scope. Realize that change orders do happen. How do each of you handle them? Always have a back-up plan. Don’t make assumptions, and if you don’t know or understand why, ASK!
When choosing an industry partner, the manager should understand the nature of what the community needs. Does the company have the correct license for the scope of work proposed? Have you checked their references? Have you seen their work? Have other communities in the area used them before? Are they involved with the industry?
Insurance is always a big issue and even more so today. Does your industry partner have the correct insurance and worker’s compensation? Some insurance policies EXCLUDE condominiums. Hiring a contractor with an exclusion is like hiring one with NO insurance coverage at all.
When dealing with warranties, remember, warranties are only as good as the company is in business. Check the company’s track record, the number of years in business, and their work history. You want to make sure the company is in business in the event a future problem arises. I’m sure you are familiar with pound foolish and penny wise. Don’t be fooled by price. Cheaper may not be better, just cheaper!
The most important thing a manager can do for their
community when dealing with contracts is to have a lawyer review the proposed contract. Most contracts are written and designed to protect the entity for which it was drafted. Do your due diligence. Don’t be afraid to ask questions and make modifications when necessary. Many contracts are boilerplate and not specific to your job. Read the fine print.
Manager and Board Members: Get to Know Your Team and Communities
Managers work closely with boards to maintain the
communities they serve. To better understand the different management styles and personalities, it’s best to have an introductory meeting to get to know each of the players within this team. Everyone works at a different pace, so knowing the different management styles can save time in the long run.
It’s a very good idea to establish one point person on the board who can speak on behalf of the board with the manager. This
should streamline communication, boost efficiency.
Managers need to establish and be familiar with the scope of work and contracts that are proposed. Be prepared to explain to the board what is involved. Make sure you paint a clear and concise picture for them. Most board members look to you for guidance. Don’t always select an industry partner because it is easy. Guide the board towards the best fit for the current situation. Cheapest isn’t always the best nor is outpricing your community towards bankruptcy.
Industry Partners and Board Members: Communicate
Industry partners are dealing with the same inflation issues as the associations they service, except their employees are not volunteers or non-profit organizations. Staffing issues do come up and can cause delays as well as supply chain issues. Make it a point to have regular check-ins to cut down on the “surprises,” so they do not become catastrophic.
Relationships can be tricky. You never get a second chance to make a first impression, which most often is the most lasting. Gauge your audience, be professional, and put your best self forward. You wouldn’t show up to a formal luncheon in flip flops or a society ball in a bikini. Dress for the occasion.
In this fast-paced world we live in manners, integrity, and
professionalism go a long way. A thank you and a follow-up can contribute to building strong, respectful relationships. Don’t forget to thank those who have helped you along the way because you never know, they might just be the ones you need a favor from!
— Katy Krupp has more than 25 years of experience in the legal industry focusing on HOA law and construction defect litigation. She is a Paralegal and the Director of Client Relations for Fenton Grant Kaneda & Litt, LLP.
—With more than 30 years in the legal industry, Elaine Gower is the Director of Business Development at the Naumann Law Firm.
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