Where is the Customer Service?

By Darlys Walker

Published July 18, 2012

   

This week’s topic is one that, as a professional, makes my blood boil. I have made it clear how I feel about those CAM’s who put the almighty dollar before professionalism and good customer service.

 

In most cases the HOA Board will act on the recommendation of the CAM and as such every homeowner has a right to review the Association Documents if requested in the processed outlined in the state statute and community documents. So why is it made  so inconvenient for the homeowners?

   

I believe in most cases it is one of 3 reason:

  

1)    The CAM is not providing proper recommendation to the board on allowing such review, maybe because they don't feel they can stand behind the accuracy of the reports and records they are in charge of ?

   

2)    The Board has made poor decisions and feels they can not justify them to the general populations of homeowners?

 

3)    The Association is being run as a dictatorship by either the CAM, the Board or Both and they feel they have the right to control everything?

   

Not only should the records, as allowed by the declaration, be made available to all homeowners upon request, but also at NO charge. The expense is so minimal and the process is so easy that this should be used as an opportunity to work with homeowners and strengthen their faith in the Board and for the CAM to build great customer relations with the Homeowners.

  

Somewhere along the way many CAM’s forgot that great customer service is the key to retaining accounts and the person (homeowner) you fail to serve today, will be your Board member tomorrow. When this happens, what do you think will be first on their agenda? Bidding out Management Services!

 
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Darlys Walker

Darlys Walker, Founder and CEO of Condominium Concepts Management, Inc. (CCM), is recognized for her straight talk, subject matter expertise, and valued insights regarding real

state management, leasing, and HOAs. Her company serves a diverse portfolio of properties, from 16-units up to 600 as well as large mixed-use developments.  

 

   From its beginnings in 2000, CCM has become a well-respected asset manager and now works with over 100 associations with 16,000 units served by over 300 employees. Darlys and her team deliver resources and responsiveness through six regional offices - in Orlando, Miami, Jacksonville, Charleston, Nashville and Atlanta.

  

   Darlys Walker is best known for her passion and precision, understanding that the only difference that matters in today's demanding marketplace is service delivery ... doing what is promised and what is right. She knows that every community serves two masters ... the property owner/developer and the resident/homeowner. "If we are not equally responsive to both, we are not doing our job," she states.  

 

   Her clients say it best: "Darlys really knows her stuff" ... "at the top of her profession and it shows in the caliber of her clients" ... "delivers quality resources that match up well with needs and expectations that are really rigorous."  

 

   She is a licensed Real Estate Broker in four states, holds an Associate's Degree in Marketing and has earned the Accredited Real Estate Manager designation from the Georgia Institute of Real Estate Management. Also she is one of few certified as a Lead-Based Paint Abatement & Removal Trainer in Georgia.

  

   Darlys Walker and her team have been selected to manage the condominium conversion process and day-to-day operations for many of the Southeast's most high-profile condominium communities including luxury high-rises, mid-rises and garden-style homes. Most recently she has been recognized as an expert in 're-versions' of communities from condominiums to leased homes, as well as repositioning projects. A visionary and a tireless perfectionist, Darlys demonstrates hands-on leadership, working individually with each client and staff associate to achieve defined business outcomes and satisfaction.  

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For more information about Darlys Walker and Condominium Concepts Management, Inc. please visit www.condominiumconcepts.com.

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