SOLUTION: Immediately Communicate How You Will Solve The Problems

Immediately Communicate How You Will Solve The Problems

The Board of Directors Love This:

When the Board comes to you with a question, you need to respond to them eventually – so you might as well respond to them immediately! That’s one of the reasons why Precision Management has been so successful when interviewing for potential properties. We believe that all concerns need to be responded to right away.

At a Board meeting, the Board of Directors will give the management company a list of things to be done between that meeting and the monthly meeting that follows. If you’re good at what you do, you will get most of what’s on that list done in the first week after that meeting, and get back to them with as many answers as you can before the week is up. They like to see that kind of quick response time. Be sure to create a spreadsheet to keep track of the things they expect to get done soon.

When management comes out of a Board meeting, the very next day they should start working on that laundry list of things to do, and not wait. Board members want to see that they’re being attended to with their questions and concerns within a week’s time, or two weeks at the most. If there are questions that are being asked that you don’t have immediate answers to, it’s perfectly fine to tell the Board, “I don’t have the response for that now, however give me a few days, and I will get back to you.” They love that, and at least you’re keeping communication open to help resolve the issue.

How To Keep Residents Happy:
A good, proactive management company will immediately assign a resident’s problem to a manager, or to one of the account executives that are overseeing managers for that particular building. If it cannot be addressed that day, the manager should at least get back to the resident to explain why they can’t get to it that day. The manager should also promise them that they will get back to them at 8:00 in the morning, and that their problem will be the first one addressed that day.

When the manager calls them in the morning, they should reiterate that they want to be able to address the problem. Very often if it’s a roof problem or brick point problem, you can’t address it that day (because it’s too cold to do brick work, or you can’t fix a roof in the rain). But at least get contractors to look at it, find out the source of the leak, get prices, get the Board of Directors to approve the contractors, and then fix their leak within a reasonable period of time.

If the resident has a heating complaint, have your superintendent go in immediately with a thermometer and take a measurement of temperature in that apartment. That resident might have some drafts from air conditioners that weren’t removed in the winter, or they have a window that’s not closing properly and drafts are coming through. Maybe the radiator valve isn’t operating properly or the radiator has been shut off from a previous season. All of these things need to be looked at by the superintendent.

Never ignore a complaint. When a complaint comes to our office, Precision Management will email the manager in charge, or even the account executive or a principal, and make sure they’re aware of the severity of the complaint. If it is a resident without heat, and the manager is having difficulties resolving it then one of our executives will be alerted to that fact. A principle will use their expertise or resources to assist their managers in an effort to resolve the problem.

Never should complaints go unanswered. At Precision Management we answer every call. Calls don’t get lost in some voice mail, because after hours we have an emergency hotline that goes to one of the principals at our company. Precision Management will contact that individual at night if needed, but no call goes answered and no call is ignored.

Keeping The Peace Between Residents:

When residents have a conflict with each other, it’s important for the manager, or the account executive in charge of the manager, to mediate between the two residents. Both residents must be contacted about having a mediation meeting at the office. Ask them if there’s a convenient time for both of them and get them to talk to try to resolve this issue. Once it’s resolved, they can go on with their quality of life.