Buried in Email Part II

Last February I wrote an article about staff being buried in email and WOW! I haven’t hit that big a nerve with the readers in some time! You all ARE buried in email! But here’s an interesting aside: In the two months since I wrote that article, I have noticed that… more companies have started using auto-response for everyday email. I know this as when our publication goes out, the auto-responses come directly back to my inbox. Another bit of intel: I’d say that well over 50% indicate they will return email in 48 hours or more. For those managers or companies that aren’t yet using auto-response to help manage… Read More

Continue Reading

Top 5 Memes for New Managers…. In no particular order…

For the creation and development of our online classes for entry level community managers (and others), Community Association Management 101, I’ve been afforded a wonderful opportunity to discuss line manager issues with people new to the industry and the executives who hire and manage them. It’s been a lot of fun getting back to the basics of managing communities, and for me a hop in the Way Back Machine to become reacquainted with all those things I learned in the beginning days, weeks and months as a new manager – you know, back when we had to ride horses to work(!). While dusting off my cowgirl boots I got to… Read More

Continue Reading

Buried in Email

From a management executive: “Hi Julie! … I’m wondering if you have come across any companies that are having the same problem we are: Too many emails, and not enough time to answer them! Our managers are literally buried in emails! This is a big problem as our contract states emails will be answered in 24 business hours – which we strive to do but honestly there just aren’t enough hours in the day! What are other companies doing about this? Any help you can give will be greatly appreciated…” (Name withheld to protect the innocent) Sound familiar? Of course it does. Let’s say a manager receives 60 emails per… Read More

Continue Reading

Fight Night or Fight Nice?

To state the obvious: There is a lot of incivility and conflict in community associations. Why? Long ago, I recall a senior manager/exec telling me something like this: “Condo meetings almost always lend themselves to arguments because, just like a marriage, money is involved.” Ha! Well, that’s true, but a lot of conflict between Board members and owners has to do with a lack of policy on association communications. Add to that inadequate advocacy skills, no repercussions for bad behavior, the social media environment, ego, frustration and certain psychological disorders and you have all the ingredients for the average unpleasant association meeting. Amiright or amiright?! Let’s look at what can… Read More

Continue Reading

Mirror Mirror

Mirror, Mirror on the Wall We have become a nation of very casual dressers. For some people, “casual” has come to mean that the clothes you wear to clean out the garage are ok to be worn to work. True, in some work environments that is acceptable. In ours it is not. What you wear, or how you present yourself, is crucial to how you are perceived by the client. Many of you out there may say it shouldn’t matter how we dress as long as we are good at what we do (a notion from 1960’s that should be as long gone as those years). The reality is –… Read More

Continue Reading

Dealing with Difficult People

Dealing with Difficult People Few new community managers walking in on their first day have the slightest inkling what is in store for them unless they have extensive customer-service experience. Without scaring everyone too much let me say in no uncertain terms that some of the people with whom you will deal will be very difficult. Why is that? Largely it is because of three things: ·         We deal in situations that affect people’s living arrangements, making even the smallest of issues seem very, very personal to the resident. ·         People find community associations a perfect place to enact personal agendas. ·         There are no repercussions for bad behavior. The… Read More

Continue Reading

The No-Decision Decision

Managerial life is full of problems that need to be solve either by us directly or by others making decisions and tasking us to carry out those decisions.  As much as this happens, many is the time we as employees of management companies and agents for our Boards have to rely on others who don’t want to make decisions, so they don’t. This is the no-decision decision. All right, the “no-decision decision” is a misnomer because no-decision is a decision. 1 Here’s how it goes: As either the agent of the Board or as an employee you take a problem or policy issue you genuinely do not have the authority and/or knowledge to… Read More

Continue Reading

Conflict Management

I know it’s a shock, but, there’s a lot of conflict in community management. Some of the most difficult, from a manager’s point of view, is that which arises between Board members. That conflict can be very stressful, particularly when the members try to drag the manager in to their internal spats.  Truth be told, when it comes to  Board member conflict there are only a few places the manager can, or should,  be proactive in resolving it.   The vast majority of Board conflict is  not only rife with danger for the average manager, but irresolvable by them anyway. First, let’s identify why the Board conflict arises. It’s important to… Read More

Continue Reading

Leadership by Example

Leadership by Example A short treatise for managers and others By Julie Adamen There is a spectrum of leadership ability, and most of us will be in the middle of that spectrum, between truly great and abysmally poor.  What does this have to do with you? Each one of you reading this is a leader, whether you want to be or not. We are in the leadership business because leadership is influence and you must agree that as part of our job we continually influence people and events.1 Working in our industry means you are in a position of leadership on the front lines with staff, vendors, Boards, owners and… Read More

Continue Reading

Team Management Train them, support them, empower them

Team Management Train them, support them, empower them by Julie Adamen julie@adamen-inc.com “Developing new managers in-house is an investment you must make if you are going to have the right staff to grow and thrive. In house-training is going to be an absolute must for management firms.”1 Most management companies still don’t have the time nor the resources to truly provide effective in house training and development of new (or existing) staff. As promised,  I’m going to give you a training method that is, proven, easy to set up and virtually free, offers the added benefits of providing manager support and empowerment, and moves senior staff away from managing day-to-day… Read More

Continue Reading