Some may say the Owners?  Others may say, “No, the residents being comprised of Owners and Non-owners”.  Unless Management understands just who their clients are, how can they possibly serve them well?

It has taken us many years and much thought. Observation shows us that People are always in transition.  Non-Owners purchase and become New Owners.  New Owners often become Longtime Owners or have children and become Absentee Owners.

Each of these persons is at a different station in life.  They are all integral to one community, but each has different needs. In as much as we can meet some of these needs in our capacity as Manager, we see these persons as our clients…

• New Owners
• Longtime Owners
• Absentee Owners
• Seasonal Owners
• Socially oriented Owners
• Goal Directed Owners
• Elderly and Infirm Owners
• Non-Owner Residents and Guests
• New Board Members
• Seasoned Board Members
• New Committee Persons
• Seasoned Committee Persons

Now that we have identified our clients, how do we serve them well?

• First we must recognize the needs of each
• Provide communications and services specific to the needs of each

New Owner Needs

• Recognize both excitement and/or stress in any kind of relocation
• Welcoming literature and invitations to community meetings.
• Provide them with every chance to fit in easily
• Explain the community concept if needed

New Board Member Needs

• Recognize that people come with pre-conceived ideas, goals and objectives
• Acclimation and training to reduce the learning curve
• Written guidelines and community information to create effective leadership promptly
• Drive focus to "big picture" objectives

Communication is the backbone to our management style.  As you look through the information provided, you will notice this recurring theme.  We recognize the needs of each and strive to communicate in ways to meet those needs.

Another example deals with financial information.  It is not enough to provide clear and concise financial reports each month.  We want to make sure that all interested parties are able to learn how to read them.  If the Board desires, we will hold workshops before regularly scheduled meetings to educate those desiring greater knowledge or insight.

Violation letters have always been a necessary evil.  It probably has to do that no one likes to have their mistakes pointed out to them.  It may also be that the letters increase in harshness until the issue is resolved.  In any event, they cause ire, anger and frustration to those receiving them.  Many of our communities have allowed us to take a more liberal approach.  The recipient now receives a compliance request rather than a violation letter.  The letter’s format is informational rather than condescending.  It is geared to remind and inform to minimize future offences, related or not.

Our Inspection Reports are detailed.  You will know what we are looking at.  Our Inspection Reports point out the problems that we observe, how and when we anticipate their resolution.  The Report will poll the Board for resolution of all matters beyond the scope of our contract. Monthly meetings are for “big picture” matters, we handle the day-to-day each day!

On-line options may be another item the Board may wish to some day consider.  If one gets a late notice, they can check their account that night at home to show if their last check has been posted.  Did the Manager forget about my work order?  Owners can go on-line and see.  One may post meeting notices, agendas, rules, you name it; it is really quite amazing how many options are available.  Our point is that this is one more way that Vanguard Management has recognized needs and provided a vehicle to meet those needs.

In closing, Vanguard Management knows what sets us apart from other Management Companies.  We hope that you are also beginning to know it to.  Give us the opportunity to serve your community.  You will not be disappointed.

 Communications

“How can we express this better”?  To provide significant and meaningful service, we must be vigilant in recognizing the individualism, the differences of those we serve.  People are always in transition. We must be attuned to their perceptions as well as their misconceptions.  We must be able to identify those needs specific to each.  We must care enough to empathize, because without empathy, we will never understand as well as we might. This is only the beginning of “how can we express this better”.