Building Management Hawaii December/January 2014 - (Page 46)

On Site Say What You Mean, and Mean It In real estate it is 'location, location, location,' but in property management it's 'communication, communication, communication.' C ommunication is the key to my success. Having a set schedule, and posted office hours, will give your tenants and owners a feeling of commitment on your part. If you are going to be out of the office, placing a notice on the door to inform your visitors (homeowners, residents or vendors) of your absence and your expected return, along with a cell phone number for emergencies, goes a long way with providing support as a resident manager. Communication is the key. Setting up the same information on the office voicemail with consistent information will also assist your owners and tenants during emergency situations. Resident managers play an important role as a liaison between the board of directors and owners of your AOAO. Acting as liaison is an important communication bridge. For example, when you receive a complaint or concern from your community, asking to put the issue in writing or in an email so that you can share this matter with the board using the owners' own words cuts down on miscommunication or misinterpretation. Communication is the key, but a resident manager's word is just as important. You have to say what you mean, and mean what you say, in order to earn the trust and respect from the owners and tenants. Being honest and up-front, saying that you don't know the answer to their question but you will research the issue and get back to them, is acceptable. The important thing is to always get back to them in a timely manner. Everyone wants to feel as if they matter, and that their concerns are being heard and addressed. Achieving Goals Working in property management can be a difficult task, but if you 46 December 2014-January 2015 BMH On Site is dedicated to the many BMH readers who are residential and commercial building managers in Hawaii. This page is your forum to address common problems and share insights that might help you in your profession. This issue's guest columnist is Melody Pai, ARM®, of Cliffside Villages at Waipio AOAO, where she has been since 2010. She came to Hawaii from Taiwan and speaks both English and Chinese (Cantonese and Mandarin). She recently was honored as 2014 Resident Manager Member of the Year by the Institute of Real Estate Management (IREM) Hawaii Chapter in the category "Low Rise Between 181 and 249 Units." She also has served for 15 years as a social service counselor for new immigrants from China. are a female manager, it can be even harder. Many people have the misperception that a female manager can't handle the responsibility of property management, and that they are not as strong as their male counterparts. That may be true when it comes to brute strength, but studies have shown that women are great multitaskers, detail-oriented, have stronger organizational skills, are better listeners and show greater compassion for people. Being a female manager doesn't mean you have to be stronger, just smarter at what you do. I feel it is important to set goals and work at achieving those goals, through personal and employee development. As a female resident manager, I rely on my education, credentials and life experiences to manage this property containing a diversified group of tenants and owners at Cliffside Villages Waipio AOAO. Since 2010, I have managed this 184-unit townhouse complex. We have 95 percent owners, Melody Pai and residents are registered with my office. I also developed and maintained a website for the AOAO, where the owners are able to access AOAO documents, newsletter and modification forms. We have replaced our aging lanai railings and stairs to the second-floor units, replaced the wooden fencing with vinyl fencing and worked with Team Going Green to retrofit our parking area lights with LEDs to save energy and improve our property's safety and security. Our board is looking into working with Team Going Green again to retrofit our walkway bollards and replace them with LED lighting to conserve additional energy. Since 2011, the complex has supported the blue recycling bins for bottles and cans, generating additional funds for petty cash. Let's protect our planet by saving energy and recycling, and ensure Hawaii will always be a paradise. www.buildingmanagementhawaii.com http://www.buildingmanagementhawaii.com

Table of Contents for the Digital Edition of Building Management Hawaii December/January 2014

Editor’s Note: Cost of Rubbish
Oahu Trash Pickups Curbed
How To Select Interior Paint
No Haven for Hoarders
Embracing the Silver Tsunami
Industry News
On Site: Say What You Mean, and Mean It
The Pillars of Asphalt Protection
Waterproofing Protection
4 Tips to Prevent Leaking Roofs
Smart Systems Stymie Utility Fees
Adopting Water-savvy Habits Pays Off
Install Controllers in the Right Order
ADA Standards on Braille, Colors
The Importance of Chute Maintenance
Demolition versus Deconstruction
Tips on Sustaining Recycling

Building Management Hawaii December/January 2014