Recently, my wife and I (Yes, I am married and to a beautiful, caring, sensitive woman to boot!  It just shows that there's hope for everyone.) purchased a home in an exquisite, well-managed condominium association.  We purchased our home from the developer as it was completing the final phase of the condominium.  My experience over the last four months has brought home to me the critical importance of adequate and prompt communications. 

            Fortunately for us, our Condominium is populated by a substantial number of dedicated volunteers, not the least of which are those that produce our excellent monthly news letter.  This provides our residents with a continual source of information about what is happening.  This, equally unfortunately, is to be contrasted with the developer who fails to keep us informed about what is happening on our cul-de-sac (the complex is free standing single family homes or two attached homes grouped in cluster of 8-10 on cul-de-sacs off spine roads).  The frustration of not knowing why the sprinklers aren't working as our landscaping (just installed by the developer) turns brown, or when our roads will be paved or why a mound of dirt has been left at the rear of our units for months, etc., etc.

            Similarly, I, as many, unit owners sent in a request to make a modification to my unit.  By some happenstance, the quick and timely response reasonably requesting additional information never reached us.  Thus, as time went by my frustration began to mount.  However, once I learned that a response had been issued promptly, I had little issue.

            All of this brings home to me the need for adequate and timely communications.  All too often we hear complaints about "them" - the board and/or the manager.  "They don't listen" "They don't tell us".  "They don't respond."  We have come to expect this from our government.  We have not when its closer to home.  What we who serve in this industry must realize is that we are, in a very regal sense, controlling people's homes and in certain respects how they live.  It is critical to doing this successfully, that we communicate often and well.  We're quick enough to send out violation notices.  But how often do we acknowledge it when a unit owner corrects a violation?  Which association thanks owners for curing a common area fee arrearage?  How many associations acknowledge correspondence when received?  How many boards routinely let the owner's know the various issues they are considering?  No, the answer is not to say board meetings are open (though they certainly should be), just come and listen.  Rather, I suggest mailing the board minutes is more appropriate.  True envelopes and stamps are expensive.  However, folded and stapled minutes with address labels aren't particularly where machines exist to do this.  Similarly, personally crafted acknowledgements aren't routinely required.  However, a pre-printed postcard "acknowledging receipt of your correspondence of ____________" at least lets an owner or resident know that their letter was received. 

            Yes there are problem residents, chronic complainers, angry old men, etc., etc.  By and large, however, most residents are reasonable people with reasonable issues.  We need to take the time and make the effort to respond to and keep them informed, thanking when appropriate.