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Niles’ seasoned staff also understands the importance of reviewing the documents of the properties it manages. Says Sandra Berkowitz, assistant to the president and marketing manager at Niles, “When we take over a property, we look over all the contracts and see where we can save — for example, on insurance.” And that means not only looking for ways to lower insurance rates, but also making sure the client has the right coverage. “The policy might be missing an important component,” Mallon says. “We want to make sure that, if a unit owner has a claim, it gets paid.” Creative Innovation There’s more to Niles than just its depth of professional expertise, however. Ragosa, is quick to point out that, in a competitive business like property management, a company doesn’t celebrate its 100-year anniversary by miring itself in the past. On the contrary, Niles owes its longevity to its ability to keep pace with the times — and even stay a step ahead. “We have a strong footing in innovation,” he says. For one thing, Niles has a history of “ushering in fresh talent,” as he puts it; that is, welcoming new ideas and perspectives while training young property managers in the skills they’ll need over the long term. Niles management also seeks outsidethe-box solutions to problems. An example may be found at Thomas Graves Landing, a 167-unit condominium in Cambridge, Mass., that Niles has managed since it was constructed in 1988. Chairman of the Board of Trustees Bob Brown explains that when the time came to replace the roof on one of the buildings, an engineer and several contractors informed them that the HVAC units on top of the building would have to be removed in order to replace the roof underneath them. Niles determined, however, that simply raising up the units would save the association tens of thousands of dollars. “Not only did they save us at least 20 percent of the cost, they also shortened the amount of time the process took and eliminated any interruption in HVAC services,” Brown says. “It was a very pragmatic solution that helped us a lot.” James T. Collins, CPM, executive vice president of Niles, remembers another instance where innovative thinking saved a significant expense. “We had to replace a large window in an upper story of a Boston high-rise,” he recalls. “It was going to cost $8,000 to hoist it up there — until we determined that we could put the window on top of the elevator car to move it upstairs and cut the cost to $1,500.” At Niles, the concept of innovation isn’t confined to ideas. The company is also a leader in implementing new management technology. Currently, after careful vetting of several national firms, Niles is putting the finishing touches on an interactive Web site. “The trend is to provide online services, and our goal is to provide the most efficient Web site, so we don’t confuse the client with a lot of superfluous information,” Ragosa says. Once the Niles Web site is up and running, users will be able to review their own account, submit maintenance requests and view condo documents, board meeting minutes and other documents. The site will be password-protected for security, and trustees will control “who sees what,” as he puts it, so that the privacy of sensitive topics, such as financial reporting, are always protected. “We try to make the trustees’ life easier,” says Berkowitz. “Being a trustee shouldn’t be another full-time job. We take on a lot of responsibility.” Collins adds, “After all, they’re trustees. We’re the managers.” It’s All About People It’s that kind of concern for their clients that is a hallmark of Niles. “This is a people business,” Ragosa shares. “It’s all about making people happy.” Collins notes that Niles staff is always aware that they are entrusted with people’s homes, and they take that responsibility seriously. For example, Niles has been able to keep its costs down, which is important in the current economy. “We’re always thinking about our clients,” he says. Richard Mutrie, trustee of Lakeview Gardens in Natick, Mass., reveals that his nine-building, 179-unit complex dates to the mid-1960s, “which presents problems on its own,” as he puts it — problems such as asbestos and lead paint removal, and making the complex more energy efficient. “Niles has hired good vendors who have gotten the work done efficiently, quickly and with minimal disruption to the residents,” he says. “And the quotes for landscaping and painting have been quite competitive. We’re very happy with them.” Niles has been known to provide valuable services to clients even before signing on the dotted line. For example, when they were in negotiation with a 200-unit complex in Plymouth, Mass., Niles learned that the association was in need of proposals for snow plowing. Niles assisted in providing three additional proposals, which reduced the cost per storm by 30 percent. Needless to say, Niles was awarded the account. Quality customer service is a key component of Niles’ commitment to its clients. According to Ragosa, “You can call the Niles office day or night and speak to someone who can direct you to the person who can solve your problem. You can’t even do that with Comcast, Sears or Walmart. You’ve got to be able to speak to a real person, and we’re geared up to do that. That takes quite a bit of work when you’re responsible for more than 50 properties throughout greater Boston.” No wonder The Niles Company has been in business for more than a century — and is still going strong! For more information about how The Niles Company can serve you, call (877) 877-4537, or visit www.nilesco.com. ADVERTISEMENT

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Condo Media - February 2010

Table of Contents for the Digital Edition of Condo Media - February 2010