HOW TO PUT THE HAPPY IN YOUR HOA

By Carl Weise, CAMEx, CCAM-HR.AA and Grace Paluck, CAMEx, CCAM

The temperature of our communities has increased and therefore, we have been on the receiving end of some less than desirable attitudes from the members.

As community managers, we provide a wide array of management services and leadership to our communities and boards of directors. As CCAMs, we are well educated in many aspects of the CID industry. This, along with experience and work ethic, individually and collectively, allow us to provide a great, professional service to our homeowners.

So why is there a relatively high level of homeowners who have a negative view of their homeowners association? Why is there a relatively high level of contempt or disregard for community managers?

Could it be that most managers are extremely limited in the time that they can spend with each community? Could it also be that managers are limited in what their boards may want them to communicate to the membership?

This leads us to another question, “How do you put the happy in your HOA, and what are the benefits to this?”

Let’s start with the second part of that question. If the board and homeowners are “happier” about their HOA experience, how does that help? It’s clear that we all enjoy everything more if the people we encounter are more polite, respectful, open minded and friendly. Don’t we all want peace in our lives?

2020 and 2021 have been some of the most challenging years for society in general. It’s safe to say that the temperature of our communities has increased and therefore, we have been on the receiving end of some less than desirable attitudes from the members. Have we thought about what we can do as the paid professionals to bring a kinder, more empathetic attitude to the equation?

We believe that we CAN become part of the change we’d like to see. The Management Trust believes that supporting team members is job No. 1. Along with CACM education, certification and our in-house training programs, we empower top-notch employee-owners to put the happy in their HOAs.

By implementing daily huddles, we check in with managers and support staff to see what the current challenges are and what can be done. We brainstorm solutions and focus on making win-win outcomes. We also engage our teams to focus on one of our cultural values. They tell the team how they integrate these into their daily work habits. For our newer members, this helps them see our culture in action and gain a better understanding of how we walk our talk.

Ultimately, by taking the time to care for our employees’ needs, they are better prepared to take care of our client’s needs. This is foundational to having happier employees and therefore, happier HOAs.

One of the strongest tools in a community manager’s tool chest is communication. Communication must be open, honest, fair, and always a two-way street. Opening up this communication takes time and effort, but once it is opened, you will be able to build trust and respect within your communities.

You will communicate many things beyond when tree trimming is taking place or when the next meeting is being held…you can use this communication to educate your membership. You’ll be able to tell the story of WHY things are done the way they are. You will empower the membership and create positive engagement with them.

To us, these are building blocks and foundations of putting the happy in your HOA.

As Employee Happiness increases, so will the number of positive homeowner interactions, therefore, Increasing the Quotient of “Happy in your HOA”

Carl Weise, CAMEx, CCAM-HR.AA. is General Manager at K. Hovnanian’s Four Seasons at Terra Lago, a community managed by The Management Trust –California Desert, ACMC.

Grace Paluck, CAMEx, CCAM is the Division Executive Vice President at The Management Trust – California Desert, ACMC.