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2013 Vision Awards — Business Partner Excellence in Service Nominees
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Business Partner Excellence in Service Nominees

Nominee Number

C1

Describe the accomplishment(s) related to the award category and include the activities that lead up to the accomplishment(s). Please include the actual and measurable results achieved.

Our Association's unique characteristic is: each of our 26 owner units (homes) as defined in our governing documents, includes the interior, the exterior and the lot that it sits on. None of these characteristics are defined as common property. The trees, the shrubs, the bushes and the lawn are owned, if you will, by the unit owner. Nominee, our account manager from Company, has been serving us since we started our relationship with them January 1, 2008.She has been exemplary in her role as our property manager, advisor to the board, participant in board meetings, as well as our annual meeting, and in her daily availability for advice and information.

  1. Nominee guided us through the very expensive, time consuming and complex process of updating our bylaws. Our goal was to make sure we were compliant with the changes in law regarding the application of reserve fund monies, to ensure we were transparent to owners rights and needs, and to simplify the rules of governance given the fact that we really were not a true common interest property.
  2. Nominee has guided and counseled several boards of directors during the five plus years she has worked with us. Specifically, she has called upon her own companies financial management to provide advice and workshops to familiarize owners with the financial reporting, bill paying and budgeting tools and understanding, which was especially helpful to owners who may not have had financial backgrounds.
  3. Nominee is cool under fire, if you will, and in the few times there have been discussions with no clear common ground for decision making, she has been able to stay balanced, calm, and ultimately responsible for helping us to come together and make the decisions we were struggling with.

What were the measurable benefits from this accomplishment? Examples include large capital improvements, savings to the association, etc. Please include any recognition you received from a board, homeowners, and developers, if applicable.

  1. New Bylaws: our goals were clear. We needed to find legal guidance, we needed to define a budget, we needed to agree on a time line, and we needed to include all stakeholders in the process. Nominee was able to recommend an experienced law firm and a specific lawyer with experience. We arranged an all owner meeting to introducethe lawyer, heard him describe the task, and gave all owners a chance to ask questions. We completed this project on time, exactly on budget, and had owners express their needs in open forums to include ideas and recommendations that the board alone might not have done.
  2. Financial reporting is a core value that Company offers us. Prior to them coming on board, we struggled with temporary accountants, QuickBooks, and other variations including owner/volunteers. We rarely had financial statements on time, we rarely knew our outstanding dues, we struggled to balance a checkbook to pay vendors on time. Nominee has been instrumental in ALL planning and budget discussions to stay focused on the task, anwering questions, sometimes repeatedly about the same topic, and always without offending anyone while getting us to the goal line. Our vendors are better served with timely bill payment, we better understand our monthly cash vs. obligations situation, and she always informs us when we may need to react quickly to an unusual event to protect our bottom line. Our most recent financial statement workshop was very helpful in getting the needs of the board defined, and finding a way to provide support and information to enhance everyone's financial savvy.
  3. Nothing seems to get owners interest more than a vendor who is either loved, or disliked or doesn't perform to that owners specific perceptions of what is best for their plant, their shrub, their tree, their lawns, or their snow on the driveway and walkway. In our case, where we have little common interest property, and the owner is deemed to have an interest in the very specific needs of that owners unit - there is always the potential for conflict.

Was there anything about the accomplishment(s) that exceeded the normal course of everyday responsibilities/services?

Nominee, and the customer service people who answer phone calls on a daily basis, have the challenge of rationalizing specific needs they listen to on the phone within the more general terms of a contract for snow removal, lawn mowing etc. We decided that we needed to evaluate the market for price and service. Nominee helped us to survey owners to get their input, which we did. She helped us compare services of competing vendors, obtain references from other of their customers, and advise us on 'best practices' from their viewpoint as property managers with a wide range of properties and vendors. Lawn care and summer trimming are very personal requirements to all owners - there is pride, there is an investment of work on their own, and they want what they think is best for their plant, tree or shrub. Nominee helps us to walk that line where we strive to keep our property green and neat while staying within the budget and sometimes having to explain to an owner that what they want simply isn't in either the scope of service of the contractor or in the budget. That's never fun. Nominee is a skilled and pleasant customer service expert.

Why does this individual deserve recognition? Please include any additional considerations.

I think Nominee deserves recognition for these reasons:

  1. Most owners here are retired, and of course there are many different backgrounds and professions represented. But most people know how rare it is find someone with this maturity and consistency who can balance all of these varied situations over time. Five years is a long time have this kind of comfort - people change, people lose interest - not Nominee. She is tenacious but kind - smart but never condescending - flexible but never careless.
  2. She has grown with us, and in doing so has worked with the total cross section of personalities in the owner population here. She is genuinely appcreciated and respected across the diversity of owners we have.
  3. We are more transparent, we are more able to transition board members, officers and tasks because she provides that core strength of credible continuity. My own background was with GE, and in the culture I worked in, she would be highly valued for her ability to bridge the needs of an organization with the needs of a wide variety of customers. I think she does exactly that for Company.
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Nominee Number

C2

Describe the accomplishment(s) related to the award category and include the activities that lead up to the accomplishment(s). Please include the actual and measurable results achieved.

Right from the start of the roofing bid project, this company did the very best in providing bid breakdowns, photos of what was done incorrectly when the units were built and what they would do to correct the situation. They always communicated quickly questions raised by the Assoication. They personally came to Board meetings to tell about their business. They provided samples of their materials and discussed their workmanship in detail. Their giving of time to the project was first rate. The were also aware of the Associations litigation issues with their insurance company and were still willing to take on the project.

What were the measurable benefits from this accomplishment? Examples include large capital improvements, savings to the association, etc. Please include any recognition you received from a board, homeowners, and developers, if applicable.

Because of their hands on philosophy, this company worked closely with our Association to keep the project (98 units) on time.

Was there anything about the accomplishment(s) that exceeded the normal course of everyday responsibilities/services?

Due to continuing litigation issues with the Associations Insurance company on roof damage, this firm had to stop the re-roofing project in mid stream. At great inconvience to their business, they remained very professional and did everything necessary to retain crews and materials availability until the project was started again. They professionally handled homeowners questions and concerns when the project was progressing.

Why does this individual deserve recognition? Please include any additional considerations.

Nominee was asked and accepted the Assoications request to present roofing expertise and information to an appraisal board in the on going litigation of Company v their insurance company. He did this with facts and a solid presentation.
Complete Judging Form for this Nominee

Nominee Number

C3

Describe the accomplishment(s) related to the award category and include the activities that lead up to the accomplishment(s). Please include the actual and measurable results achieved.

Company has consistently proven themselves to be dedicated to client satisfaction. After a major water line break at a high-rise building they were on scene helping diagnose the issue and contacting various other vendors to contain the problem. We called them out because we originally thought this was a clogged water pipe and when they found the break they quickly began troubleshooting and managing the problem.

What were the measurable benefits from this accomplishment? Please include any recognition the nominee received from a board, homeowners, and developers, if applicable. Feel free to attach any letters, e-mails, or memos.

Due to their quick response and dispatching the city water dept. and other vendors we were able to minimize damages to the building while also continuously communicating to the Property Manager. This allowed me to then keep the residents and Board informed every step of the way. The Board was extremely grateful to Company for their extraordinary service.

How did this service provider exceed everyday expectations?

They exceeded expectations by going beyond their scope of work by providing 24 hour fire watch until the fire sprinkler system was able to be turned back on. The owner, Nominee who was on site immediately after the break occurred contacted me and walked me through what was done and what I needed to complete the following business day. The way they handled this entire project was far beyond what we called them out for which was to unclog a pipe.

Why does this individual deserve recognition? Please include any additional considerations.

Nominee and his employees truly go above and beyond their client expectations. Even when projects are out of their scope of work they always help find other resources to recommend. I am amazed at the dedication and hard work they put into every job.
Complete Judging Form for this Nominee

 

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