In this issue of CM magazine we are addressing the RCM designation including a variety of requirements for condominium managers from hard education skills to soft skills. We asked Shane Haskell, RCM, CEO of Lionheart Property Management in London, Ontario, an ACMO2000 Certified company, to help us determine what role creativity plays in managing a condominium? Is there room for entrepreneurship when working for a management firm or more as an independent manager? Here are the questions we posed and Shane’s responses.
Q: What role can creativity (e.g., in problem solving; innovation) play for an RCM?
A: Creativity plays a key role in the day to day life of an RCM. As we all know, every day we face new and exciting opportunities and challenges. Some of these events we’ve never encountered before, or it has a unique twist, that even the most procedural/ process based RCM will need to put on their creativity hat and react quickly to deal with the task to be the most effective and without great impact to all the stakeholders.
Q: Do you have an example of creative problem solving from your own experience?
A: We’ve all heard the term ‘duty to accommodate’. It’s not all about what we’re required to do to be compliant with the law, but thinking about how you would react if it was you on the other side of the situation. How would you want to be treated? What tools do we have in place or at our exposal to make processes more efficient? What can we do to provide superior customer service? What makes us standout amongst our peers?
Challenge:
A new Condominium Corporation we manage is currently under construction and mailboxes have not been placed yet onsite by the developer and therefore owners/residents need to go to the mail depot to pick up their mail. Contact information for the owner was never received from the Builder, nor the lawyer, nor the owner/resident to the management company. We have no way of contacting the owners. The problem is that the Builder/Developer never informed us that they couldn’t put mailboxes on the property and we were mailing welcome letters and arrears letters to the owner but It was going unreceived because the owners weren’t told where to go to pick up their mail. In the end, owners never paid their fees and their homes were facing pre-lien/lien.
Outcome:
- Notice was added to the Status certificate for Lawyers to communicate the location of the mail depot and to provide us with Buyer contact information.
- Welcome packages for new owners are being hand delivered that include where mail is to be picked up, obligation on paying fees and how to pay them and for owners to provide Management with contact information
- First arrears notice to be hand delivered
- The Builder is now communicating this mail depot location and directing them to our office.
The process is now running seamlessly.
Q: What do you do to help yourself think creatively or outside the box?
A: Curiosity gets the best of me… what if? I’m results driven, taking ownership and responsibility, but challenging the norm, and working smarter not harder fuels my drive to succeed. I thrive on getting involved, contributing and being at the forefront wherever possible to help shape and advance our industry.
Q: How do you encourage managers to be innovative when managing their communities?
A: Managers are encouraged to also get involved, attend industry events, talk to their peers and collaborate. It’s about learning and evolving. Managers should bring innovative ideas forward to me for discussion and analysis. How does it impact the Corporate Culture? How does it tie into our Core Values? What is the impact on our stakeholder? Creativity is a highly regarded component during a Performance Appraisal.
Q: Entrepreneurs are action-oriented. What are your views on entrepreneurial thinking for RCMs?
A: It is key to have a number of these action oriented individuals in the organization; they make ideas happen and willingly embrace change. It is however important to recognize you need the counter balance of other types of personalities in the organization for a well-rounded diverse business model.
Q: Do you know about ‘intrapreneurs’, managers that foster an entrepreneurial mindset while working for an organization?
A: I admire this philosophy and I promote this strategy amongst my Senior Property Managers in the organization. They have the mindset and the overall direction of the company and can seamlessly integrate this with our processes, technologies, and our industry requirements.
Q: Can any RCM be more creative in their outcomes?
A: Definitely! With the right mindset, the strong desire to excel and with strong management support, anything is possible. Have faith, exude confidence and let the ideas flow. Not all outcomes will be favourable, but learn from those experiences and get back on your feet and try and try again.
