For the most part, human nature is fearful of change, and that’s why people are more likely to stick with what they have and what they know, rather than explore new possibilities.
That’s definitely the case with community associations in regards to their management companies. Most of the time, a building will enjoy a long partnership with their company and individual manager, never even thinking about making a move. However, things do come up to warrant change.
“The number one issue we hear when being interviewed by a new community is lack of customer service from their existing company is what’s prompting them to make a change,” says Nancy S. Hastings, CEO of MAMCO Property Management in Mount Laurel, New Jersey. “The number two issue is follow-up by management staff. There may always be some additional conflicts or expectation issues relating to facility maintenance but those are generally overcome with additional action.”
Bonnie Bertan, president of Association Advisors in Freehold, New Jersey, agrees. “There are various reasons that boards seek new management companies. The one thing we hear a lot about on interviews is customer service,” she adds. “Boards are becoming more conscientious about the needs of the homeowners and the need for open communication between the board and the owners via the management company.”
Also, if problem after problem arises and the building is no longer running smoothly, it might be time to consider making a change.