Sharper Rolls Out Client Care Center
Earlier this month, Sharper Management rolled out a new department designed to streamline communication efforts and increase customer service, and thus increase client satisfaction. The Client Care Center is a “call center” like setup where every call from homeowners, vendors, realtors, insurance agents, etc will receive a live body in the Sharper office. Perhaps more importantly, those staff members answering calls and emails are equipped with the information and tools to satisfy even the most difficult of questions, and to help facilitate resolution on just about any matter.
The reality is an overwhelming majority of the 75 calls received on average each day are very basic questions. Are pets allowed? What is garbage pickup day? How much are my monthly dues? Can you send me a certificate of insurance? All of these questions can be handled by the team of individuals making up Client Care. Such calls and emails need not be sent to a Community Manager or an Assistant Community Manager, interrupting their workflow, or worse, going to voicemail because they are unavailable to take the call or unable to respond to the email quickly. Even more difficult inquires such as maintenance requests (ex: a piece siding blows off) and even vendor service issues (ex: they missed my driveway when they plowed) can be facilitated directly by a Client Care team member.
Finally, another focus and purpose of the Client Care Center is to more thoroughly document communications. Actionable items such as maintenance requests can be put into a Task and our Task system can be better utilized. Call logs can be generated for association reporting purposes – and for important historical documentation record keeping. Overall, better administrative tracking will result from the Client Care system.
“At the end of the day, we recognize this is a customer service industry. We also realize that our overall goal is to help enhance property values for the clients that entrust us with management services for their association,” said Matt Froehlich, owner and chief operating officer. “Our goals with the Client Care Center is two-fold. First, it clearly provides an enhanced customer service experience for the nearly 13,000 homes we are responsible for assisting. Secondly, it frees up our Community Managers and Assistant Managers to be working on bigger picture things like building budgets, getting bids, contract negotiations, and enables them to spend more time “in the field” focusing on things such as vendor and project management, site inspections and rule enforcement efforts. The Client Care Center will be a win-win for everybody and we are extremely excited about it.”
Client Care is staffed by Sam Crowther, previously having spent the past year as the receptionist at Sharper and comes with a vast background in customer service positions – and Grant Peterson, having spent over a year as an assistant community manager at Sharper and whom also has significant background in communications and customer service.
Summer Vacation
August is vacation month in Minnesota. Our best weather of the season is upon us, the kids are still out of school, and the time is just right to get away for some R&R. Unfortunately, your perfect vacation could be ruined upon your arrival back home when you find your home has been broken into while you were away. As your thoughts are racing through this scene, you wonder what you could have done to prevent this?
While there is no foolproof way to ensure your home will not be burglarized while you’re away, there are smart precautions to take that could help to minimize your home becoming a target for thieves.
Just like a well-planned list of activities for a nice vacation can help make things go smoothly, so can a well-planned vacation security checklist. Some simple suggestions include:
- Stop the mail. An overflowing mailbox or newspapers on the doorstep are great indicators that no one is home.
- Leave your blinds open. One of the first thing a thief is likely to do is close the blinds while they are inside your home. If you arrive back and the blinds are closed, it’s a great early tip that something is amiss.
- Be aware of what you are posting on social media. Post your vacation photos after your return and don’t announce to the world that you’re at the airport awaiting take off. If you must post such things, check your security settings and be sure only those you’ve invited to your networks can see what you’re writing. Set them to private and not public.
- Lock up. This seems so simple, but it’s easy to forget the flip the front door lock especially if you don’t use that entrance very often. Also check windows and side doors to your garage. Be sure they are all secure before leaving.
- Do not leave a spare key on the porch under the potted plants. Burglars know the tricks and will likely find your extra, hidden key!
- Mind your trash. Leaving your cans out when no other neighbors do is another tipoff that you’re not home.
We hope you enjoy your vacation time!
Summer Living in an HOA – The Pool
Living in Minnesota we know all too well how much our temperatures swing between summer to winter. We go from one cold extreme to a very hot extreme within a few short months. That makes having a pool in your HOA very attractive in the summertime. It’s important to keep in mind some of the most basic pool safety tips while enjoying our beautiful warm weather.
Every HOA will have their own set of rules to be aware of, but the common ones we see most often include:
- No pushing, running, or excessive horseplay in the pool area. Pools decks can be slippery.
- No swimming under the influence.
- No glass in the pool area.
- No swimming during a rain or thunderstorm.
Lifeguards are not on duty in a HOA pool. It is swim at your own risk which means you and the children the accompany you. Please be sure closely watch children while they are in the pool. Young children who are not fully potty trained must wear swim diapers to avoid contamination of the pool.
Be reasonable about the amount of noise you and your family are making while in the pool common area.
Teach children basic water safety tips and enroll them in swimming lessons.
Keep children away from pool drains, pipes, and other openings to avoid entrapments.
Don’t rely on fun toys such as water wings or noodles to keep your children safe. If your child can’t swim, fit them with an appropriate personal floatation device (PFD).
Learn how to swim and teach your child how to swim.
Summer Storms
If you’ve grown up in the Midwest, you’re already adept at being “sky aware” on sticky, hot, humid days. Our modern lives and cell phone make getting weather updates and notifications easier than ever to stay current on your local weather conditions. But, do you know what the alerts mean?
Severe Thunderstorm Watches – Atmospheric conditions are favorable for the development of severe thunderstorms capable of producing hail at least 1″ in diameter and/or 50 know (58 mph) or great wind speeds.
Warnings – A tornado is occurring or is imminent for the warning area.
- Go to a windowless interior room on lowest level of your house. Go to a storm cellar or basement if your house has one. If there is no basement, go to an inner hallway or a smaller inner room without windows, such as a bathroom or closet.
- Get away from the windows.
- Go to the center of the room. Stay away from corners because they tend to attract debris.
- Bring your pets with you if time allows.
What to do if damage occurs during non-business hours? The Sharper Management team has a 24/7 emergency line in place just for situations like this. We are in touch with our own maintenance teams and vetted contractors who will respond to triage the situation to prevent further damage.
Your governing documents will explain who is responsible for repairs to exterior damage. Common roofs and generally items that are “studs out” are covered by the insurance policy of the HOA. That would include exterior items such as a damaged roof, siding, gutters, and windows. If a tree, for example, crashes into your condo complex and damages the roof and breaks windows, the “studs out” clause would put responsibility in the court of the HOA. However, if the fallen tree creates a hole in the roof and your unit floods, this damage is “studs in” and your homeowner’s policy would come into play. Again, it’s best to check your association’s documents for the details. If you find your individual home policy needs updating, now is a good time to do this.
Board Tips: Three Pitfalls to Excessive and Unproductive Meetings
So, What Goes in Meeting Minutes, Anyways?
- Correct legal name of the Association
- Type of Meeting
- Board Members in attendance and absent
- Date, location and time meeting was called to order and adjourned.
- Names of homeowners formally addressing the Board (example: those requesting, in advance, to be on the Agenda)
- A generalized listing of topics discussed (short bullet points recommended)
- A detailed statement of motions and resolutions proposed. Names do not need to be identified for “Yes” and “No” votes. The vote count, however, should be shown. Example: “Johnson moved to approve the Minutes from the June 15th meeting. Bartlett seconded. Minutes were approved unanimously.”
- Finally, the date, time and location of the next meeting.
Sharper Offers Board Training Opportunities
* Roles & Responsibilities of the Board
* Financial Fundamentals
* An Overview to Governing Documents & State Statutes
* How to Run Effective Board Meetings
* Insurance Basics
* Property Management Practices
* Insurance Claims & How They are Handled
* Market Place Update
* Understanding Operating Cashflow & Reserve Savings
* Budgeting Process & Methods
Mill Pond Condominium No. 1 & 2 Added to Growing Sharper Client List
Mill Pond Condominium Numbers 1 & 2 are now part of Sharper Management’s continually growing list of properties under management. Located in Chaska, MN, each condominium complex has 32 units.
A locally owned, mid-sized property management company located in Eden Prairie, MN, Sharper Management’s exceptional financial software and reporting capabilities coupled with their experienced managers made Sharper the clear choice for Copper Ridge.
“As we continue to expand our presence in the southwest metro, we welcome Mill Pond Condominiums 1 & 2 and look forward to wonderful future together”, states Dan Cunningham, Sharper’s CEO and Partner.
Known for their reliable and committed approach to services for condominium and townhome associations in Minnesota, Sharper Management specializes in providing exceptional property management solutions. Offering a full-suite of premier services to the Minneapolis-St. Paul seven-county area, Sharper Management continues to expand their service area and look forward to building more new relationships throughout the Twin Cities.
Copper Ridge Townhome Association in Chaska Joins the Sharper Family
The Copper Ridge Townhome Association in Chaska has recently joined the growing family of Sharper Management clients.
A locally owned, mid-sized property management company located in Eden Prairie, MN, Sharper Management’s exceptional financial software and reporting capabilities coupled with their experienced managers made Sharper the clear choice for Copper Ridge.
“We look forward to adding another southwest metro property to our portfolio. Their board is educated and forward thinking”, states Dan Cunningham, Sharper’s CEO and Partner.
Known for their reliable and committed approach to services for condominium and townhome associations in Minnesota, Sharper Management specializes in providing exceptional property management solutions. Offering a full-suite of premier services to the Minneapolis-St. Paul seven-county area, Sharper Management continues to expand their service area and look forward to building more new relationships throughout the Twin Cities.
Sharper Management Expands Service in Jordan, MN
Sharper Management, a locally owned, mid-sized property management company located in Eden Prairie, MN has recently been brought to manage the Bridle Creek Townhome Association in Jordan, MN. Sharper Management’s vast experience in both association financial management and community development and expansion were all key factors in the decision to bring Sharper on board. Known for their professionalism and transparency, Sharper Management also manages Wexford Square in the Jordan area.
“We’ve been fortunate to earn the business of growing communities in the area and we look forward to working with the Bridle Creek Board, states Dan Cunningham, Sharper’s CEO and Partner.”
Known for their reliable and committed approach to services for condominium and townhome associations in Minnesota, Sharper Management specializes in providing exceptional property management solutions. Offering a full-suite of premier services to the Minneapolis-St. Paul seven-county area, Sharper Management continues to expand their service area and look forward to building more new relationships throughout the Twin Cities.
Recent Comments