fund the project, but this also provides your homeowners with helpful contact information for services and amenities – another plus for the association and its image!
An additional means of keeping the community in a positive light is allowing for flexibility in the way board meetings are run. While it is recommended that boards follow Robert’s Rules of Order or their governing documents in regard to running a meeting, allowing homeowners an opportunity to interact and ask questions of board members goes a long way towards fostering a solid relationship between homeowners and the board. Of course, much of this will be dictated by the individual personalities of the board members and/or the current topic of discussion. But all in all, a more informal approach allowing give-and-take between owners and board members can help move the association from the D-list to an A+ rating.
Further, on the topic of meetings, the board should take into consideration that some homeowners in attendance may be new to the process; this could be their very first homeowners’ or condominium association meeting. We all know the importance of first impressions. A brief overview of the meeting process and board member introductions could help create a positive experience for those new to the community. It would give them an understanding of the structure of the proceedings and stress that a portion of
the meeting will be devoted to homeowner concerns and questions. People want to know that someone is listening.
Also essential in keeping up a good reputation is responsive customer service. Respond back to all homeowner messages in a timely manner. Even if you may not have an immediate answer to a request, it is better to let the homeowner know that you’re looking into something than to not respond back at all. While some calls from homeowners may be more challenging than others, the overall goal in communications should be to remain professional, patient and respectful at all times. This can help set the standard and be a reflection of how all people within the community should communicate.
To homeowners, the management company and association are interchangeable, so adhering to the above practices and advising your boards of these recommended measures can help establish and solidify a positive tone for your community. While you may not please all of the people all of the time, keeping the lines of communication open with your homeowners will surely go a long way toward putting your community in a better light.
www.cai-illinois.org • 847.301.7505 | 23
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