Many homeowners association managers and board members don’t think that customer service is worth prioritising. The truth is, it’s crucial for any type of organisation, even residential communities. Like with companies that sell products, reliable is just as important to your HOA.

If you aren’t already, think of your properties, programs, policies, and projects as your products. This makes your existing and prospective residents your target audience or clients. The interactions between you and homeowners require proper customer service.

Residents have good reason to expect quality service from their association. This is because it involves one of their most valuable assets–their home. They hope that their board or will help them to preserve and improve their property values for reselling and other purposes.

Tips for better HOA customer service

Thanks to technology, customer service is no longer limited to over the phone. You may now engage with people through direct messages on Instagram or in the comments section of your Facebook post. The pandemic has led clients to behave more dramatically too.

Having to juggle multiple platforms, you might be wondering how to meet the needs of homeowners so here are some suggestions:

Create inclusive connections

The moment you have a new resident, aim to create an inclusive and friendly environment. Make a welcome packet that states more than just the necessary legal information. These details may be about regular gatherings or smaller organisations amongst the homeowners.

Ask any of the nearby salons, laundromats, or restaurants if they have any promotions for new residents. Solicit suggestions from your board members on how you may do better when hosting social events, especially for major holidays like Christmas or Easter.

Boost board transparency

It’s frustrating for the HOA board when they are unable to access information when they need it. Maybe they have to contact the HOA manager to view financial reports or invoices. This leads to communication issues, delays in projects, and eventually client dissatisfaction.

There are plenty of software where you’re able to centralise information. Everyone who is part of the team is able to see changes to documents in real-time and distributing memorandums becomes as easy as sharing a link. Should residents have questions, anyone on the board will be able to answer.

Improve your communications

Remember that the residents are the constituents of the association. The HOA board is dependent on them to pay their fees and fines for the proper maintenance of the community. They will want to know how the money they contributed is being used.

Inform them when you’re making major decisions regarding common spaces and how it will affect them, be it positively or negatively. There has to be open communication lines for this to happen. Reach out to homeowners through social media, physical notices, or emails and let them know they’re free to contact you first too.

Provide necessary tools

In the event that you hire a virtual HOA manager to help you with your customer service, make sure that you allocate the right software and maybe even equipment for them. It will be hard for them to field any questions or create graphics without the tools.

You don’t have to force your board to use only one application or program for everything, but it does help for staying organised. There are project management tools like Trello that allows you to track things like site inspections, renovations, permit processing, and so on.

Offer payment options

Collection is always a significant issue amongst residential associations, regardless if it’s in condominium buildings or suburban neighbourhoods. Typically, residents are expected to pay in full before a certain date or may pay in increments. You have to send reminders through proper channels and provide official receipts.

Homeowners are always going to have questions when it comes to money but, when you make it easy for them to pay, they are less likely to raise any concerns. Rather than demand them to pay directly, allow for bank transfers on typical payday schedules, for instance.

Teach them technology

Does your association have its own website or mobile app for communicating with maintenance, making requests, checking for violations, or tracking payments? Be sure to teach all of the board members and homeowners how to use them properly then.

If possible, schedule a time when everyone is able to meet so you may show them how to do stuff in person. A slideshow presentation also works if gathering everyone is difficult. Remember to include it in the welcome packet for any new residents.

Hire a virtual specialist for help

Sometimes, the issue isn’t that you don’t have the technology or the willingness to offer excellent customer service. It may be that you simply don’t have the time to respond to messages on different platforms or research the best tools for the needs of your HOA.

If you think that’s you, we at Remote Workmate can help you find a virtual assistant to help in managing your homeowners association. We have a talent pool that you may choose candidates from, or you may request that we screen more people for you to evaluate.