Politics and personality do matter when you are working with people, especially when it affects where you live. The board of directors may be the most pivotal piece of the puzzle in any association. The board of a community association is part governing body, public relations department, financial advisor and serves as liaison between community members, management and employees. Personality, experience and talents of those who compose the board effect working and personal relationships and the quality of life and work for everyone.
Whether your community is composed of a few dozen units under one roof in a close knit, year round, urban "vertical neighborhood," or several hundred units spread over acres occupied by folks at various levels of commitment, there are organizational issues, personnel and common areas that require cooperation, care and guidance. Although there may be demographic similarities, each community is really a unique entity. While it is important to realize that uniqueness, the board should reflect the population and represent it fairly. Personalities and diplomatic skills are as important as practical know how in all situations. Building good relationships is what it is all about if you want to get anything done.
Leadership sets the tone and depending on the situation, it can make or break the relationships necessary for success. Listening skills, vision and the ability to communicate and delegate various investigative and service responsibilities and community enrichment activities allow the time and attention to detail for a board to oversee the care and direction of the shared aspects of living. Every person involved and each issue presents an opportunity to foster good relationships and harmonious living.
Inspire pride in community and exercise your humanity
This is your home, whether you occupy it full time, part time or none of the time. Any home requires care and upkeep to maintain and increase property values and quality of life. Most folks choose community associations to share resources and free up more time for living life rather than attending to the tasks of independent home ownership.
As a board member, it is important to leave your ego at the door. Volunteer service is about using your talents for the common good rather than individual recognition. Board leadership sets the stage for that in each meeting and interaction. A competent organizational structure is necessary to create a set of rules to live by. A set of guidelines is desirable so everyone is on the same page. Be sure the rules are available and live by them so there aren't any favorites or cliques that form, making some feel left out of the loop.
Every home requires attention and when you share space, the burden of maintenance and improvements is eased for individuals, but requires shared decision making based on rules everyone is aware of to decide on the quality of life desired and to serve the needs of everyone fairly. Volunteer and/or paid staff and governing personnel are required to see that needs are served.
Experience in areas such as business management/ownership, teaching, engineering, contracting, decorating, landscaping, communications and finance are valuable. The ability to delegate offers opportunities for enrichment, focus and for folks to get to know one another better. Subcommittees to oversee tasks such as landscaping, special projects, community social events and communications work when they are well organized and staffed by enthusiastic folks.
Good communication skills are vital
Know your audience. Listen well, observe from more than one perspective and communicate clearly. In dealing with maintenance and improvements many examples of difficulty and opposition come down to fear of the unknown. Board personnel must be willing to break things down into understandable increments to educate and enlighten on various levels. If a new roof is proposed, it will be beneficial to explain the cost structure ("Out of six estimates this one is the most promising because . . . " ) and the basis for need ("There are leaks in 42 units and patching is no longer an option.") for the expenditure to achieve the approval of board members and neighbors. Clarity and reasonably set goals are also necessary to highlight exactly what is required of the management to oversee a project and contractors such as landscapers to let everyone know exactly what is expected in a positive and encouraging way.
Treat people well and with respect
You get out what you put in. If you come from a positive mindset, you will inspire others in kind and achieve positive results. Make an effort to make each contact an opportunity for deepening relationships. Reward and recognize a job well done.
Semantics are important. Calling someone a neighbor rather than an owner or resident adds a completely different tone to an interaction, opening a window rather than creating a wall.
Reward good service. Many managers and boards realize that when you find a contractor who does a fine job at a fair price it pays to call them back for subsequent service and maintenance in loyalty and faster response time. If you want staff to care for your home as you would, act accordingly. A positive approach makes the difference in every endeavor and creates an environment of mutual respect and a congenial relationship. Let people who work for your community know when they do a great job by saying so and put your money where your mouth is at holiday time with a bonus for paid employees and other gestures of gratitude for those who serve voluntarily. Reward contractors by using them again and by recommending them to others.
Encourage community cohesiveness
Build trust. Getting to know one another removes fear. Provide opportunities for folks to meet and mingle with mixers, parties and newsletters. Newsletters are a wonderful opportunity to list activities, educate about maintenance issues, welcome new folks and mention momentous events such as weddings and births. One community even posts activities on a local public service television channel.
A social committee is fun for those who like to organize and entertain and for those who like to relax and attend. Be festive! You're all neighbors. Get to know each other!
Planning ahead with built in flexibility works
It is important to look over the history of a community's foundations to see what needs repair and to determine when and how much that may cost. Regular maintenance is the pathway to knowing your community and will allow for preventive and corrective measures to be discerned early so the financial plan can be crafted accordingly to include reserves for big projects and less of a need for surprise assessments.
Be realistic and clear
Practical know how, and the ability to set clear goals to get things done are key. Maintenance is like preventive medicine. It allows you to observe the health of a particular area on a regular basis and to know when restoration will be needed before a crisis. The proactive approach allows for ease in budgeting and for avoiding costly surprises with unforeseen repairs. Establishing long term relationships with management and maintenance personnel and seasoned board members can make history a key to planning for the future in this respect, allowing for adequate reserves as well as regular expense accounts.
The personal approach works best
Nothing says "I care" like a smile and a few words shared directly. While newsletters and memos are appropriate for general business announcements, face to face is important in matters of education and sharing larger news and fine details. While many board functions can involve matters of a private nature, sharing information on projects and offering neighbors the opportunity for presenting concerns to the board make an open forum of some kind valuable and important for morale by providing a manageable voice for everyone. Some communities have several open meetings a year and others allow the first 20 minutes for the presentation of items that concern the community that are not on the agenda.
Dealing with contractors and maintenance employees on a personal level is vital to communicating your needs clearly, especially with new personnel. It is worth spending the time to show someone what you mean so they know what is expected and to put in writing the aspects that are general to operations.
Regular gatherings are thought to be fun and dependable for getting to know folks, but for a real party held at a holiday or an annual event, nothing says "please come" like a personal invitation delivered to your home. It's also important to RSVP to let the planners know how much food to have!
Relationship building is an art and a science in business and pleasure. Common sense as well as common courtesy are simple ingredients to a successful community. A framework in which everyone knows the rules and is treated fairly sets the stage for equality and respect. Be creative and tailor the approach to your needs. Run your community with pride and a personable approach and you will find that people will want to work with your board and that will make things run more smoothly for neighbors, management and staff as well as contractors.
Get to know your neighbors and they can become friends. A sense of humor is often contagious. Above all, enjoy your home.
Susan Peik
Florida Community Association Journal