Wednesday, November 16, 2005

Dear Board of Directors:

As Board Members you are well aware that the public is a hard animal to please.  When I am one of the public, I am the same way – hopefully not too demanding but I, too, realize that I am not particularly easy to please.

In 1999 we took a step toward what we believed would offer our clients faster and more effective service.  So we stepped into incorporating a voicemail system into our offices.  For your amusement and review, I have included a memo written at that time (1999) explaining our reasons for going to voicemail.  Many of you were with us then and may even recall it.

 The long and short of that memo was that persons calling in were frustrated because other callers interrupted their calls.  We were informed that we did not have enough personnel to handle the call volume. So we implemented voicemail.

It is now six years later and we are ready to take another step.

Currently, the “concern” that we hear most often from the residents focuses on our voicemail system.  “I always get voicemail.  “There is never a “live” person to talk to.  Don’t you have anybody working there?”  After you read the 1999 letter you will smile!

Compared to the voicemail “concern”, there really is no second or third or even fourth concern, but somewhere down the line and some how related is the “they never return my call “concern”. (But I know we do return calls because we have systems in place to monitor this. I mention this because I will tie it in shortly).

Since board members and vendors have their manager’s extension, we seldom hear these concerns from you.  The immediate thought is to add more admin or telephone support, but, of course, these costs would have to be passed along.  So we sought professional assistance to help us understand how to better serve your needs.  Here is the determination.

Listening and extensively analyzing resident feedback in addition to discussing their needs and questioning their concerns allows us to offer this translation with complete confidence.

I always get voicemail = I never get immediate help or answers.

You never return my calls = No help is available when I call – I get voicemail.

It follows that if we are to be successful we must restructure our service platform to meet the needs of the public, which is basically instant gratification or NOW technology.

So we understand what the residents’ want, but what about the Board or what the Board believes best meets the needs of their community. Just how many people would we have to hire to provide the residents the service and attention that they crave? How many Boards would opt for additional staffing and increased management fees to generate that level of service?

I don’t think we have to discuss this matter long. Most of you have off-site management because saving $$$ is important to you. So this is the plan….

We are now implementing Customer Care Powered By InterTele.  This is a comprehensive management and voice messaging information system.  Studies indicate that a substantial majority of the public does not rely on or turn to the Internet to meet their needs.  Customer Care Powered by InterTele is geared to this significant majority who still relies on the telephone, fax and automobile to get what they need and handle their affairs. 

·         The customer care system will provide both real customer care personnel and informational messaging.

·         Almost on every level, the customer will have an option to receive information, applications and forms by fax immediately….. or by mail or email within 48 hours.

·         For example, a resident from your community will be able to phone our offices and immediately have an architectural request form, screening application or any other form we offer faxed to them right then and there whether they reach a customer care member or not. 

·         If they prefer email or mail; that will be handled quickly and professionally.

·         If they want to report a repair or check on the status of one; a complete system is in place.

·          Emergency services when needed are available 24/7 as always but are supplemented with additional options to provide help, information and peace of mind.

By year-end, we will have systems in place for the upcoming majority

¨       Web capabilities at our site will be complete

¨       All forms, processes, procedures and information needed by your association will be available by email or download

¨       A searchable data base will allow owners to review the docs, rules and Florida Statutes at their leisure

¨       Prospective buyers will have all that they need to know at their fingertips before they buy

¨       The website will also be searchable with well over 500 different topics and situations

¨       There will be links for those interested in advancing the well being of their community

¨       There will be links geared to help the Board in their administration.

In closing, forms, clubhouse reservations, reporting maintenance issues, discussing violation letters, simple rules, and distributing general procedural information will now be handled by a customer care team member.  These personnel are less specialized than a manager, but are able to easily and efficiently handle routine recurring requests and provide information that has until now, strangled much of the time of the Manager.

The Customer Care department will now free up the manager to:

·         Work with the Board

·         Handle inspections and better direct contract personnel

·         Focus on the financial aspects of the community

·         Deal with technical issues too complicated for Customer Care

·         Provide dispute resolution on issues that  Customer Care is unable to resolve

One more thing…we will be changing our main menu that one hears when they call our offices. If you are in a hurry, at the main menu you can always dial your manager’s extension just like before.  The residents are encouraged to make selections that best fit their need at the time of the call.  We will be coordinating the launching of the system with informational mailings and feature cards to enhance ease of use.  Once you hear the main message, you will not need to listen to it again.  In fact, you don’t even need to listen to the message at all. 

Within 90 days after the system is up and running we will be sending out a survey.  We hope you try the system out because we really value your input.  At that time, you may either respond to your survey in writing or utilize a voicemail box to do the same.  This system has been tailored specifically to our client base.  At this point, InterTele is the best that it can possibly be to start.  After this, the responsible feedback from our users will allow us to make it even more useful. 

The other part of the big picture is you – the Board.  I believe that in short order, the residents will be much happier with their efficient and real-time service. It follows that if the residents are happier; so will the Board be.

Sincerely

Bob Moyer
The Vanguard Management Group Inc.