How is your Property Management's Customer Service?

Krystal, you did not mention if you are on the "new" board. If you are (or are not for that matter), the PM takes direction FROM the board. If the board instructs the PM to respond to letters, etc - then the PM is to do so. I would think that it would be a good idea (since the tone of your post/suggestion was personal) that the board President would draft the letter to the community. It may be too time consuming to address each individual owner, so a general letter might suffice. If you have a community website, this would be a good medium to communicate what you have suggested. Not in "defense" of the PM, however if she has been working with a "bad" board and doing what they instructed for that period of time (7yrs) it may take a little "prod" from the new board on any new measures. Be patient, but be FIRM with the PM and the new board, there are many things for all to learn in those new roles.

Also, there was another recent thread here concerning surveys and how they are useful tools in communication with/between board, MC - PC, and members. I read an article recently about "failure of expectations" where the terms of a PM contract were not fully voiced by a board/community, and how that lead to a breakdown in communications/expectations, etc. Keeping a healthy line of communication open to the community by both the board and the PM is critical to successful HOA's.

"Say what you mean, and mean what you say..."

Krystal, the PM works for the HOA by way of the board. If you are not the President or the designated liaison, you may not have the authority to "order" the PM to do much of anything, unless it is by a board vote. While the PM is an "employee" of the association (some use the term agent, hired hand, etc), the PM works for the community, and SHOULD be following the board's directives.

By virtual of my screen name here (Jaded One) I do not have an issue with being direct. However there are times when tact is required. Dealing with contractor, of which your PM most likely is, requires a firm, balanced and direct approach. If the relationship is such that it is no longer effective in serving the community, by no means, end it. If it is salvageable by a "changing of the guard" you are half the way there (board changing), why not pursue changing the site manager, and possibly not the company? Use the current relationship as a springboard of educating your board and yourself of what you do NOT want in the way of a PM, and also for what you do seek (for the community's needs) in the way of a good PM.

If all else fails, someone quoted here to "toss out all the bums....!"

JM, I agree with everything that you stated in your post, except the parting and last line, about the board "paying for customer service that they want."

It is my belief, and not even limited to HOA's (but to my personal business), that "customer service" is included in what I am paying a person, or company to do on my behalf.

What I think that you meant was that if the Board wants a PM to respond to every email, letter, and phonecall within 24hrs, etc - that they need to be cognizant of how much of the PM's time will be consumed by that, and not handling other issues in the community (might need additional office help, etc).

If the community, or the Board have (unhealthy) unreasonable expectations - then the PM and MC have the right to set forth guidelines for how much "service" is required under the contract. If the board/community does not agree, then each can part, and go on their merry way.

I think that there needs to be a "standard" of service that is provided as part of "customer service." And I abhor having to have it stated in a contract that my PM/MC is required to respond to the community/board within 24/48 hours when an issue is raised. I believe that it should be part of the "customer service" component that the PM/MC respond as such for those events which are prioritized appropriately. And I believe that the community/board should have fair and balanced expectations of allowing the PM/MC the appropriate time to respond to the event/situation. It happens too often that communities will hear "that is not in my contract," from a PM/MC. And PM/MC's have to deal with multiple community "personaliities" with regards to expectations of services (and from some boards as well).

Service contracts are some of the hardest to "quantify" because the customer does not always "see, feel, taste, etc" the preformance criteria. And sometimes those providing the services fail to "show" the customer just how much work is involved in a particular service (back/front end, prep-work, etc).