My article, Self Service, Customer Service, and Community Service was featured in the May, 2015 issue of Quorum Magazine, the magazine of the Washington Metropolitan Chapter of the Community Associations Institute, which focused on Customer Service. (You have to be a WMCCAI member to log in and download the issue.)
When I was asked to write this article about customer service, with respect to board expectations of management and owners expectations of the board, I immediately realized that disconnects in expectations with regard to customer service lie at the root of many of the problems in the community association world. Who exactly is the customer, and who is supposed to be serving that customer? What expectations do these customers have?
I shared some true stories to illustrate the disconnects, and presented the relationships as they ideally should operate.
Achieving excellence in the Community Service model requires partnering. Ultimately, the vote of ONE person on a board may tip a critical board decision affecting all owners for years! The management companies operate within the terms of their contracts and their commitment to a perceived level of service. I challenge boards and management companies to provide a greater level of excellence, to:
- Improve the condition and value of the property over the longer term
- Raise the quality of live at the property, through education, communication, and better customer service
- Improve the financial soundness of the association for the long haul.
This requires breaking out of the box of business as usual, to include consideration of partnering and commitment of the board and management to shared goals, improved training, and improved communication across diverse groups. One of the reasons why our community has been successful is that its board cares. Let's discuss how to expect and achieve more!
My prior articles in Quorum include:
- June, 2014, A Wonderful State of Being, reviewing the 2013 Community Association of the Year winners
- July, 2011, Hard Work Rewarded, when we were recognized as 2010 Community Association of the Year winner
In addition, I was introduced in the January 2015 issue as a new member of the WMCCAI Board of Directors.