Contributed by David J. Schuknecht, PCAM
Most conversations about customer service in community associations center on management companies and managers. Yet one of the most overlooked aspects is the role of board members. Board actions and attitudes are interwoven with customer service and community culture.
Improving communication is a big issue. Boards often believe emailing meeting minutes once a month meets their obligation, but residents want real updates. They want to know why that pool repair is taking forever or the reason behind the new landscaping rules. Ignoring questions or giving vague answers builds frustration.
Being open and transparent builds a high level of trust. Selectively sharing details breeds resentment fast. If there is a question or concern, consider putting out a broadcast email or memo to address it. Proactive communication will always triumph over reactive communication.
Homeowner forums are a good place to start. The questions being raised are important. If one person is asking, many others may have the same concern.
Consider putting a process in place that allows the board to answer questions at the end of a forum or send out Q&A’s following the meeting. Boards need to develop a process that keeps meetings on track without looking like it is avoiding questions.
Volunteer board members must communicate effectively. When residents have questions, board members can become defensive. This can turn a simple disagreement into a feud. Displaying empathy, actively listening, and earnestly engaging in discourse demonstrate a level of care and interest in the association and the homeowner.
How can we do better? Think of residents as neighbors. Customer service is about mutual respect. The standard and examples set by the board trickle down. As leaders, board members set the tone.
Transparency is key. Post decisions online with explanations. Listen actively. When a resident complains, repeat back what you heard to show you understand. That makes them feel valued.
Don’t forget self-care. Burnout leads to short tempers and bad service. If residents see the board being fair and approachable, it rubs off.
In the end, great customer service builds trust and makes the community stronger. It takes effort, but the payoff is a happier place to live. Remember: Boards are not just enforcing rules, they are serving communities. Let’s lead by example and make customer service a board priority.
A great way for boards to quickly implement approachability and discourse is to arrange townhall meetings that focus on open dialogue between homeowners and board members. You can even make it a social event. I know of a community that serves coffee and doughnuts when holding forums. It fosters a sense of community, and homeowner complaints plummeted.
David J. Schuknecht is with Personalized Property Management in Cathedral City, Calif.
One of the problems we encounter is that past board presidents want to try to show the current board up by writing remarks in the forum. When meeting in person, they are also disruptive. It gotten so bad, our attorney wrote a cease and desist with calm the person down for about three months before they started up again. The problem is that she lost in the election and no one has voted her back in due to the person attitude. We eventually had to ban them from the general forum online. The board is viewed as the enemy sometimes because of board governance order which we try to follow, While the board want to foster good neighbors, this can also be
One of the most important principles in community leadership: governance and service are not competing responsibilities.
Boards have a fiduciary obligation to make sound decisions, enforce governing documents and protect the long-term interests of the association. But how those responsibilities are carried out matters tremendously.
Transparency, proactive communication, active listening and respect build something that policies alone cannot create—trust.
The strongest communities emerge when boards and management recognize that every decision has both a governance component and a human one. When residents understand not only what is being decided, but why, even difficult decisions can become opportunities to strengthen confidence in the community.
Good governance protects the association. Exceptional leadership also strengthens the relationships within