Condo Media - November 2019 - v2 - 5

INTERVIEWING
PROSPECTIVE MANAGERS
The information managers and management companies submit in response to your requests for proposals (RFPs)
will describe the services they will provide and the compensation they will receive for their work. The interview process should drill down below the surface of the RFPs to explore not only what prospective managers will do, but
how they will do it. We've identified some of the questions that will elicit the detail and depth you need from the
managers and management company representatives you interview.

HOW MUCH TIME WILL THE MANAGER
ASSIGNED TO YOUR PROPERTY SPEND IN YOUR
COMMUNITY? This is a critical question for a portfolio
manager responsible for multiple properties, because it will
determine how much (or how little) personal attention you
should reasonably expect.

WHAT SERVICES ARE INCLUDED IN THE BASE FEE
AND WHAT SERVICES ARE CONSIDERED "NONRECURRING" OR "NON-ROUTINE," FOR WHICH THE
ASSOCIATION WILL BE BILLED SEPARATELY?
Examples of non-routine services would include oversight
of a major construction project and litigation management.
You want to know how much a manager will charge for
work outside the scope of the manager's defined duties.

WHAT EXPERIENCE DO THE MANAGERS HAVE?
WHAT TRAINING HAVE THEY HAD AND WHAT
CONTINUING TRAINING DO THEY RECEIVE? WHAT
PROFESSIONAL DESIGNATIONS HAVE THEY EARNED?
You want to be sure the manager or management company
you select has the experience and skills necessary to do
what the contract requires. While professional designations
don't necessarily reflect a manager's skills or expertise, they
do indicate a level of professional commitment that you
want a manager or a management company to have.

WHAT IS THEIR POLICY ON RESPONDING
TO EMAILS AND PHONE MESSAGES? It isn't
reasonable to expect instant replies, but you want a
manager for whom communication-with board members
and owners-is a priority.

WHAT BACK-OFFICE ADMINISTRATIVE SUPPORT
DOES THE MANAGER HAVE? The larger your
community, the more important this will be.

WHAT VENDORS DOES THE MANAGER OR
MANAGEMENT COMPANY USE? You want a
manager who has a long list of trusted vendors who will
respond quickly to requests for service.

HOW WILL THE MANAGER HANDLE A SPECIFIC
PROBLEM OR ISSUE THE ASSOCIATION IS CURRENTLY CONFRONTING OR HAS CONFRONTED IN
THE PAST? This will give you a general sense of the
management style and whether it is a good fit for your
board and your community.

HOW DOES THE MANAGER DEAL WITH DISPUTES-BETWEEN THE BOARD AND UNIT
OWNERS AND BETWEEN OWNERS? Unless your
community is completely dispute-free (in which case, we'd
like to live there, too) you want a manager who has the
experience and skills to manage conflicts when they arise.

WHAT STRENGTHS AND WEAKNESSES DOES
THE MANAGER PERCEIVE IN YOUR COMMUNITY?
You are looking for honesty and insights, not flattery. You
want to select a manager you can trust to tell you what you
need to know, not what you want to hear.

GUIDE TO MANAGEMENT COMPANY SERVICES // 2019/2020

Condo Media - November 2019 - v2

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