By Julie Adamen

(Note: This article was originally written for and published by New England Condominium Magazine. It is intended to be read by all in the industry: service providers - including managers - and Board members alike. )

Board members and service providers are intrinsically tied to each other, having the symbiotic relationship of need and need fulfillment.  Everyone working towards the betterment of community associations while making a reasonable living providing that service. Seems like a match made in heaven, right? Well…In our business, sometimes it doesn't work out that way. Although things may start out just fine where everyone is on the same page, the relationship between service providers and Board members can grow contentious as time goes on because Board members don't realize how their actions (or lack thereof) affect their relationship with their vendors. Make no mistake, a good working relationship with a service provider is not confined to the fact that you pay your bill on time (though that helps), but is predicated upon trust and mutual respect.

When there is a loss of that trust mutual respect the relationship begins a natural progression downward. Each party becomes suspicious of the other, their motivations and their abilities.  The relationship then settles in to an "Us v. Them" attitude. This attitude is what I call The Great Divide. Board Members v. Service Providers.

If you have been a Board member or a service provider you probably know exactly what I am talking about. So, let me take a moment to examine some of the most prevalent reasons The Great Divide happens. Our review in this article will be focused on some of the breakdowns that occur within the operations of the Board of Directors.  And lest you think I am writing strictly from a service provider stand point - I am also a Board member on my homeowner's association and have seen all of these first hand from both sides of the fence.  We will focus on the break down within the realm of the service provider in a subsequent article.

Lack of Civility

Although a lack if civility seems to permeate our society at every level (note this past Presidential election), most of us wouldn't dream of treating the people we work with, live with or socialize with in the manner that many Board members treat their service providers (and, at times, their homeowners). For some reason, many Board members feel that acting towards others in a less than civil manner - which sometimes deteriorates in to downright rudeness, or even slander or libel, is an acceptable practice.

I have experienced Board members yell, pound the table, put the service provider on the spot with inappropriate questions, publicly denigrate a staff member or another Board member (or homeowner), revisit dead issues just for the fun of nitpicking and generally making a hobby out of making others miserable.  I never have figured out the "why" of this behavior, but I have seen it up close and personal as a manager and as a Board member. Experience tells us that this type of behavior doesn't work in the long run, and that problems need to be reviewed and discussed in a civil manner for there to be any hope of rectifying those problems. Conducting business in this fashion also earns respect - and authority - for the Board.

Let's stop, take a breath and treat each other the way we would like to be treated. A lack of civility is often the first step in creating The Great Divide between Board members and service providers.

Maintain Business Hours

Let's face it: neither Board members nor service providers are at their best when, after a long day at the office or in the field, they must attend a Board meeting that may go on past 10 or 11 pm. And the fact that Boards continue to insist on meeting at night (instead of meeting at, say, 4pm) is detrimental to the Board, the service providers, and ultimately, the homeowners.

Can holding Board Meetings during regular business hours foster better relations with your service providers? The answer is a resounding YES, because it shows that you respect your service providers as business people. Business hours are when business should be conducted. It shows respect for your service provider's time, which is respect for them as a professional in their field. Plan your meetings earlier -  Think late afternoon or early morning.  

(I do not lay the blame for this practice this solely at the feet of Board members. Management companies that continue the practice of allowing clients to keep their staff out till 10 or 11pm several nights per month are just as much, if not more, to blame for than Board members.)

Professional Recognition

Another creator of The Great Divide is the fact that service providers - and especially management service providers - are often not given credit by their Boards for being professionals in their field (and you would be surprised to find how many service providers - from landscape contractors to management staff -  are degreed individuals, and/or are considered forensic experts by the court).   Board members often treat these individuals as nothing more than a glorified secretary or gopher who's opinion means little and just gets in the way of the direction the Board wants to head.

People who provide services to associations, especially if they have been around awhile, do this job because they good at it and they know their stuff. You wouldn't attempt to tell your dentist that you knew what was better for your teeth - because, well, you've had teeth all your life so you must know as much about them as he or she does.  So, respect your service provider's professional ability and think twice before telling them their job, or dismissing their recommendations out of hand.   To quote a friend of mine, "You don't know what you don't know." Giving your service providers credit where credit is due - in recognition of their professional ability, is another way to keep The Great Divide from forming in the first place. If you find you cannot respect them as professionals, then you may need find different service providers that meet your expectations.

(And a word to service providers: Remember, as you present yourself and your services, so shall your client treat you.)

Accept of the cost of doing business.

Another maker of the Great Divide is the continual harping by Board members about the cost of their service provider's contracts and extras after contracts have been negotiated and signed. Now, Board members asking good questions in a polite manner about expenses and the causes thereof are one thing.  But sending angry and emotional emails, making nasty phone calls, or being personally confrontational about sprinkler parts, copy charges, time sheets, hourly rates or what have you - are not going to change those costs. Fuel costs rise, insurance costs rise, labor costs rise - and if you think your service providers are not going to have to pass it on to their clients, you are living in a fantasy world.   And after months of this type of insidious behavior, your staff or service providers start becoming defensive because the message you are sending to them is this: YOU DON'T TRUST THEM.

People don't want to work for people who don't trust them. They become resentful.   And the Board member(s) become even more distrustful. The only end to the cycle is both a review and adjustment of the association's oversight system, or installation of a new Board or new service provider or staff member. What a waste of time and energy on everyone's part. Let's bridge the gap by fixing the real problem, and move on.

Be Productive!

Your service providers work very hard for your community, and probably many others. They have several other Board meetings to attend besides yours in the coming month. So, let's respect everyone's time, work and contribution and by being when we come to meetings. Let's have our agendas, prioritize our issues and diligently get to business, all the while moving forward and following our agenda.  Board meetings are for making decisions on behalf of the corporation, not for venting, socializing or philosophizing. Being productive at those meetings shows respect for your service providers, yourselves and your community and goes a very long way towards bridging The Great Divide.

These are just a few of the things Boards can do the Bridge The Divide that can form between them and their service providers. Most of them are really quite simple, and to be fair, most Board members probably don't realize the impact of these seemingly small ways to keep relations from souring. The pool of service providers is not infinite, and they do talk to one another. If your association becomes undesirable to work for, pretty soon everyone knows about it, and no one really wants to work with you anymore, no matter how much money you have. 

Your service providers are there to do just that, provide a service. And though your association is non-profit, the service provider is not, nor do you want them to be. When Board of Directors recognize that their service providers are professionals, with many years of experience in many associations, and treat them as such through civil discourse, acceptance of the normal cost of doing business, mutual trust and respect, those service providers will be there for you and your community through thick and thin. 

And again…. In case you think I'm going to only focus on the Board member end of things, think again. Check in the coming months for how service providers can Bridge the Great Divide.

To see part 2 of this article, click here.