Creating Great Customer Service Experiences

We all know it’s more cost-effective to retain a current client than to try to acquire a new one; however, customer churn is a struggle for many association management companies. How do you turn a current customer into a lifelong client? By offering an unmatched level of service. Creating great customer service experiences is one way to differentiate your business, keep existing clients and win new referrals. Here are a few tips to help you get started:

  • Communication is crucial. Communication is essential to any customer service strategy. Homeowners are demanding transparency now more than ever. Communication is the key to this transparency. It’s frustrating for homeowners to not know what’s going on in the Association they are a part of. Communicate to your clients often so that no one is left in the dark.

 

  • Use Technology to improve customer service—not replace it. There are several technology tools that you can use to enhance your customer service. Online account access and mobile apps are excellent supplements to a sound customer service strategy. Offer technology as a way for residents to help themselves and always be ready to answer questions when needed.

 

  • Listen to Feedback. It’s not always easy to listen to criticism, but it is important to listen – and respond – to feedback from your clients. Customers want their voices to be heard. Customer comments, and even complaints, give you an opportunity to improve your services.

 

  • Deliver Value. Don’t let Association Boards forget why they pay for your services. Look for ways to demonstrate the skills and knowledge you bring to the table. When contract renewal time comes around, the Boards you work with will see you as an indispensable asset.

 

  • Get Personal. Show that you are working for each and every individual association. Instead of only issuing portfolio-wide announcements, also share relevant information to each community. News such a road closures or pool hours are perfect examples of association-specific information. Homeowners will appreciate the level of care and attention.

 

Are you looking for ways to incorporate technology into your customer service strategy? Contact Nabr Network and let’s talk about the possibilities.

API Easy as ABC

API is a short acronym, but many people find it is not short on confusion. APIs don’t need to be intimidating; in fact, they can greatly improve customer service and operational efficiencies.

API stands for application program interface. In a nutshell, an API is a set of code and specifications that software programs use to communicate with each other. The API works as an interface between different software programs and enables their interaction with each other. Basically, the way a user-interface provides the framework for our interaction with computers, an API provides for software programs.

Put the power of APIs to work in your company. Here a few ways your company will benefit from integrating accounting management software with your communications platform.

Resident self-service. When your accounting software can “talk” to your communications software, there is a tremendous synergy. Depending on the depth of the API, residents can view their account status, payments, work order and/or violation notices from within the communications platform. There is no need for residents to login to two different portals when they can access account information plus association news and information all in one place.

Quick access to account status for managers. If your team is working out of a communication platform most of the day to post association resources, news and events, integrating your accounting software makes a lot of sense. With an API in place, managers can view resident account balances and payment history without having to toggle between systems. This empowers managers to work more efficiently.

No dual database management. Integrating your accounting software with your communications software saves managers time. Instead of maintaining an account database and a communications contact list, APIs allow changes made on the accounting side to be pulled over by the communications platform. Having an integrated database also helps maintain clean and current contact information. Some APIs include the ability to push data back to the accounting software, instead of just pulling it over. This means residents can update their contact information one time in the communications system and those changes will automatically be pushed back to the accounting software: both systems stay up-to-date.

APIs are a powerful tool that can be used to create self-service opportunities, maximize your team’s productivity and maintain the integrity of your data. Do you have any questions about how an API can work for your business? Sign up for a Nabr Network webinar and let’s discuss the possibilities!


This article was originally published in Nabr Notes: Nabr Network’s e-newsletter. Each month Nabr Notes brings you fresh, helpful articles written with management company executives in mind, plus a curation of blog posts on the community association management industry. We think you’ll find Nabr Notes informative and entertaining! If you’d like to sign up to receive Nabr Notes, please send an email to melody.fritz@nabrnetwork.com with the word subscribe in the subject line.

Meeting Mobile App Expectations

Think about the mobile apps on your smartphone. You probably have a banking app, utilities apps, retail apps, etc. There’s an app for almost everything. We have come to expect the ease of mobile apps, but what makes them so indispensable? Here are three primary expectations we have from our mobile apps and why they matter to your community association management business.

  1. Apps empower us with DIY, self-service technology. We can help ourselves using mobile apps. No one wants to make a phone call and sit on hold just to have a question answered. We’re accustomed to finding the information we need, quickly and easily, from mobile apps. Association information shouldn’t be any different. Meet this expectation by offering valuable information and account details via a mobile app. This not only helps the homeowner; your bottom-line will also benefit from improved productivity and fewer phone calls to community managers.

 

  1. Apps are Accessible 24/7. Thanks to Google, we are all accustomed to getting information we need at any time. Just think about how many times you’ve accessed your banking information after business hours. Homeowners expect this level of availability. Offer the convenience of Association account access around the clock to meet these expectations and keep owners happy.

 

  1. Apps are Portable. We are never without our mobile devices. We rely on them to keep us connected on-the-go. Mobile apps are accessible when you’re away from your computer and are out living life! Meet the expectation for portable information by offering a mobile app that provides homeowners essential information—no matter where they are.

 

Meet your customers where they are by making the move to mobile. Don’t know where to start? Contact Nabr Network! We would be happy to help show you how a mobile app can improve homeowner satisfaction and productivity in your company.

New Year’s Resolutions that will Advance Your CAM Company in 2018

We often think of New Year’s resolutions as a way to define personal goals for the coming year; however, your business will also benefit when you clearly identify future objectives.

How do you set a company New Year’s resolution? First, decide on an area of your business that you want to improve, develop a plan for execution and take action.

Here are some New Year’s Resolutions to consider for you community association management company.

Resolution: Improve customer service

Here’s the plan:

  • Anticipate customer needs. Stay one step ahead of residents and proactively offer helpful information before they have to ask for it.
  • Improve self-service options. Empower residents to easily help themselves with access to personal account details and HOA info — anytime anywhere.
  • Listen to customer feedback and adjust accordingly. Conduct online surveys and graciously thank residents for taking the time to help improve your business.

 

Resolution: Increase sales

Here’s the plan:

  • Invest in tech offerings that community associations want. Today’s associations need to manage amenities, schedule events and support social groups in the community. Make sure your business uses software that meets these demands.
  • Boost brand recognition. Make your brand a priority — promote your company with branded print and digital materials to differentiate yourself from the competition.
  • Earn repeat and referral business. Providing excellent customer service to existing customers may be the best sales tool of all. Happy communities renew contracts. Satisfied Board Members are more likely to recommend your business to friends or leave positive reviews of your company online.

 

Resolution: Increase employee satisfaction and retention

Here’s the plan:

  • Give community managers the tools they need to do their job efficiently. Look for technology solutions that can automate some of the managers’ tasks and improve their productivity.
  • Ask what you can do to make managers’ jobs easier and/or less stressful. It’s better to ask now (when you can make changes) than at an exit interview.
  • Provide training and support to new and existing team members. Be sure that employees have access to support from within your organization and from outside vendors.

 

Resolution: Improve communication

Here’s the plan:

  • Give residents the choice of how and where they interact with your company. Today’s customers expect the convenience of accessing information in the format of their preference — whether on a mobile website, mobile app, tablet or desktop website.
  • Harness the power of notifications. Use technology to push timely association news out to owners via text message, mobile app notifications and email.
  • Make communications a part of your company’s culture. Lead by example and demonstrate effective and professional communications every day.

 

Now you have the goals and the steps to get you there- you just need to act! We’d be delighted to speak with you about how Nabr Network can turn these resolutions into reality. Give us a call or sign up for a webinar and let’s make 2018 your best year yet!

 

The definitive version of this article was published in Community Association Living 4th Quarter, 2017.

Holiday Communications Checklist for Community Associations

Plan community associations communications in advance for a more enjoyable holiday

Holidays can be a stressful time of year for many people. There are work parties…shopping…family visits…it’s a lot to keep track of. Let’s face it, no one is taking time out of their busy holiday schedule to review associations rules and regulations. Give the homeowners in the communities you manage the gift of timely, helpful association information. Here is a checklist of holiday communications to schedule in advance that will educate residents and save you time.

  • Holiday decoration violations land HOAs in the press each year—and not in a good way. Stop controversial violations before they start by proactively reiterating the association’s policy on holiday lights, flags and religious imagery.
  • Holiday guests mean more cars in the neighborhood. Remind owners of the parking policies in their community before their guests arrive.
  • Trash and recycling pick up days may change due to the holiday. Inform owners of these changes. Notify owners know when bulk trash pickup will occur and when it is appropriate to set Christmas trees by the curb.
  • Many associations have rules against short-term rentals. Remind owners in these associations that they cannot rent out their home while they are traveling for the holidays.
  • Holidays and out-of-town owners increase the rate of home break-ins. Share valuable home security information to help keep the community safe.
  • Tell owners know when the management offices will be closed for the holidays. If this affects dues collections, let owners know the deadline for payment.
  • Give owners after-hours emergency or maintenance contact information. Be sure this is easily accessible to prevent delays in service.
  • Promote upcoming HOA-sponsored holiday events. Boost event attendance and community spirit by getting the word out early and often.

 

Reminding owners of Association rules and notifying them of holiday closures demonstrates your value to the community. If you’re looking for a communications platform that can help schedule and distribute communications, give Nabr Network a call. We’d love to be part of your proactive communications strategy.

Happy holidays from everyone at Nabr Network!

Make Managing Reservations More Manageable!

A look at how online amenities and reservations software will simplify your operations.

Community developers are always looking to make their developments stand out with unique amenities. As such, the expectation level for exclusive community facilities is increasing. Managing these amenities across multiple communities can be a challenge for community association managers. Using an online amenities and reservation system can make this job easier.

Resident self-service. Amenities and reservation systems empower residents to manage their own reservations. This saves community managers a great deal of time. Reservation systems with a mobile component also provide owners with the convenience of making reservations anytime, anywhere.

Easy organization. Online reservation systems help managers stay organized. Your staff can easily track which reservations are approved and which are pending approval. Instead of keeping up with paper reservation forms or a printed calendar, which can be misplaced, managers can approve and add reservations directly to an impossible-to-lose online calendar.

Central location. Using an online amenities and reservation system gives your team the ability to view and manage all the amenities for all the associations they manage. If the reservation system is integrated with the accounting software, your staff can quickly check owners’ account balances before approving their reservation request. This saves time logging in and out of different systems.

If you are considering purchasing and online amenities and reservations system, give Nabr Network a call first. We’d be delighted to show you how using an integrated communications platform with a built-in amenities and reservations management can save your team time and save you money!


This article was originally published in Nabr Notes: Nabr Network’s e-newsletter. Each month Nabr Notes brings you fresh, helpful articles written with management company executives in mind, plus a curation of blog posts on the community association management industry. We think you’ll find Nabr Notes informative and entertaining! If you’d like to sign up to receive Nabr Notes, please send an email to melody.fritz@nabrnetwork.com with the word subscribe in the subject line.

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Mobile Apps and Mobile Websites: What’s the Difference?

Communications have gone mobile, but what exactly does that mean?

Members of the CAM industry – like yourself – are stepping up their communication game. You know you need to go mobile, but maybe you aren’t sure which mobile technology is right for the communities you manage. Both mobile apps and mobile websites give residents the convenience of accessing association information on-the-go, but they are not the same thing.

Here are a few key differences that will help you decide if a mobile app or mobile website is right for your clients:

  1. Apps allow for push notifications and mobile websites do not. Residents using a mobile app will benefit from these automated notifications and reminders.

 

  1. A mobile application (app) is a program specifically developed to be installed on the user’s mobile device. A mobile website is a simply a website reformatted to fit on tablet and phone screens.

 

  1. Mobile apps must be approved for release by Apple and Google’s respective review teams. Mobile websites do not require use of an app marketplace and they do not need to be reviewed and may be deployed more quickly.

 

  1. Mobile apps need to be installed on the user’s mobile device. Mobile websites can be accessed using a device’s mobile browser (e.g., Safari or Chrome) with no installation needed.

 

  1. Mobile apps offer convenient access to information with just a press of the app button. Homeowners must enter the URL of the website to access mobile web content.

 

  1. Residents have to register for access to a mobile app. Mobile websites can be accessed by anyone with the site’s URL.

 

The primary advantage of mobile apps lies in the control and technology they offer. Mobile apps can run in the background when not in use. This allows for push notifications to be sent to the user’s smart phone- even when the app is closed. Since homeowners must register for access to the mobile app, you have control over who is accessing potentially sensitive association information.

The main benefit of a mobile website is that it makes an existing desktop website accessible to users on their mobile devices. A mobile website can retain the look and feel of the desktop website, but should offer improved readability and usability on mobile screens. Mobile websites give homeowners easy access to their association’s website anytime, anywhere.

Overall, both mobile apps and mobile websites can serve significant roles in your communications efforts. Instead of limiting your communications on one mobile platform, look for a communications tool that can do both! Nabr Network may be just the mobile communications solution you need. Sign up for a webinar to learn more!

News Release: Nabr Network to Debut New Features at Community Association Institute National CEO-MC Retreat

Lewisville, Texas (October 11, 2017) – Nabr Network is excited to announce our newest feature— architectural review committee (ARC) and work order import.

Nabr Network can now pull Architectural Requests from Caliber and VMS. Nabr Network can also pull Architectural Requests for companies that use SmartWebs for ARC.

Work orders can be pulled from Caliber, TOPS and VMS.

The work order and ARC software integration empowers residents to check the status of their request on Nabr Network’s mobile and web platform. Residents using Nabr Network now have access to their payments and balances, important association communication, payment links and work order and ARC requests all in one place.

“This is a powerful new feature,” remarked James Garner, vice president of Nabr Network. “Owners can now use Nabr Network as a one stop shop for all of their Association needs. Information that once required a separate portal login is now available with a single sign on to Nabr Network.”

The Nabr Network team will be demonstrating this powerful new feature at our information table at the Community Associations Institute (CAI) CEO-MC Retreat. The CEO-MC Retreat is the premier executive education program for CEOs and senior executives in the community association industry.

Nabr Network is a Platinum Sponsor of the CAI CEO-MC Retreat.

Nabr Network is the industry’s most comprehensive private communication platform and web presence– specifically developed for community associations. Nabr Network goes beyond traditional websites and email blasts to deliver time-sensitive alerts, reminders and event notifications on the devices that residents prefer to use. Nabr Network’s one-touch communication platform provides management companies and associations the ability to push news through mobile app, text, email, Community Feed and automated web updates. Nabr Network’s integrations with leading industry accounting software companies allow homeowners seamless account access with a single login to their Nabr Network application.

About Nabr Network

Nabr Network is a comprehensive web and mobile communication tool, specifically developed for managers and residents of Community Associations. Nabr Network’s software platform is used by community association management companies across the country. Nabr Network is headquartered in Lewisville, Texas. Additional information is available at www.nabrnetwork.com.

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News Release: Nabr Network Partners With Steward Property Services, Inc. to Connect California HOAs With A Web Presence and Mobile App

The new mobile and web application, SPS GO, is improving communication in the associations they manage

Lewisville, Texas (October 6, 2017) –Nabr Network, the leading mobile and web communication system built specifically for community management companies and their associations, announced that they are working with Steward Property Services, Inc. (Steward) to bring superior mobile and web communication to Steward’s community association clients.

The California-based association management company is using SPS GO to improve communication and boost community engagement in the associations they manage.

“Bringing our local communities together is the reason I chose to get into this business, said Steward President and CEO Jeff Farnsworth. “Nabr Network has truly changed the game when it comes to association websites. ‘Website’ isn’t even the right term for this product. It is truly a communication tool. With our relationship with Nabr, we can offer more transparency and open up communication within the communities we manage.”

“The mobile app helps the members of the community communicate maintenance issues more quickly, which lowers costs for the association and gives the owners the confidence that their concerns are being heard,” Farnsworth continued. “Now our members can browse relevant information while in line at the grocery store, receive important alerts instantly and even request a reservation at the clubhouse or participate in their weekend sports group at the tap of an icon. We are excited to see how our communities will use Nabr Network and look forward to helping our associations use technology to improve their communication.”

“At Nabr Network, we share Steward’s vision for more connected and better-informed communities,” remarked James Garner, vice president of business development at Nabr Network. “We’re excited to watch Steward use our technology to improve the resident experience.”

Nabr Network is the industry’s most comprehensive private communication platform and web presence– specifically developed for community associations. Nabr Network goes beyond traditional websites and email blasts to deliver time-sensitive alerts, reminders and event notifications on the devices that residents prefer to use. Nabr Network’s one-touch communication platform provides management companies and associations the ability to push news through mobile app, text, email, Community Feed and automated web updates. Nabr Network’s integrations with leading industry accounting software companies allow homeowners seamless account access with a single login to their Nabr Network application.

SPS GO is operated and supported by Nabr Network and the Nabr Network software platform.

About Steward Property Services, Inc.

Steward Property Services, Inc. was founded in 1991 by Ms. Helen M. Loorya on the belief that our local communities and businesses need competent and experienced leaders to assist them in managing their most valuable asset.  Twenty-five years later, the company still honors its commitment to excellence. Steward is members of the Community Associations Institute (CAI), Educational Community for Homeowners (ECHO) and California Association of Community Managers (CACM). Learn more at www.stewardprop.com.

About Nabr Network

Nabr Network is a comprehensive web and mobile communication tool, specifically developed for managers and residents of Community Associations. Nabr Network’s software platform is used by community association management companies across the country. Nabr Network is headquartered in Lewisville, Texas. Additional information is available at www.nabrnetwork.com.

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News Release: Nabr Network Announces New Partnership with Houston-Based Preferred Management Services, AAMC®

The new mobile and web application Preferred Link is improving communication in the associations they manage

Lewisville, Texas (October 3, 2017) –Nabr Network, the leading mobile and web communication system built specifically for community management companies and their associations, announced that Preferred Management Services, AAMC® (Preferred) has joined their growing client list. Nabr Network is providing Preferred and the communities they manage with a branded mobile app and web presence: Preferred Link.

The Houston-based association management company is using Preferred Link to improve communication in the associations they manage.

“Preferred Management Services, AAMC® is excited about working with Nabr Network to provide a fresh new way of communicating with our homeowners. Our homeowners enjoy the ease of using the Preferred Link App to quickly see their account information, Association documents, news and the ability to communicate with neighbors. Working with Nabr Network has been stress free and they have implemented several of our suggestions,” said Preferred President, Patti Tine Moody.

“One of our goals is to increase resident self-service opportunities,” remarked James Garner, vice president of business development at Nabr Network. “Preferred Link puts the power in the hands of the homeowners to access HOA news and account information.”

“We listen to feedback from our clients. Preferred brought some great suggestions and I’m glad we were able to develop solutions that could meet their needs.”

Nabr Network is the industry’s most comprehensive private communication platform and web presence– specifically developed for community associations. Nabr Network goes beyond traditional websites and email blasts to deliver time-sensitive alerts, reminders and event notifications on the devices that residents prefer to use. Nabr Network’s one-touch communication platform provides management companies and associations the ability to push news through mobile app, text, email, Community Feed and automated web updates. Nabr Network’s integrations with leading industry accounting software companies allow homeowners seamless account access with a single login to their Nabr Network application.

Preferred Link is operated and supported by Nabr Network and the Nabr Network software platform.

About Preferred Management Services, AAMC®

Founded in 2008, Preferred Management Services, AAMC® is part of an elite group of community association management companies that have earned the Accredited Association Management Company (AAMC®) credential from Community Associations Institute (CAI). Learn more at www.preferredmgt.com.

About Nabr Network

Nabr Network is a comprehensive web and mobile communication tool, specifically developed for managers and residents of Community Associations. Nabr Network’s software platform is used by community association management companies across the country. Nabr Network is headquartered in Lewisville, Texas. Additional information is available at www.nabrnetwork.com.

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Homeowners Affected by Hurricanes Share Information and Support with Nabr Network Platform

Residents in Texas and Florida used Nabr Network’s association communication platform to share vital information and help others in their community during Hurricanes Harvey and Irma and their aftermath

These are real posts made by residents of homeowners’ associations in Houston, Texas to their association communication application as the devastation of Hurricane Harvey swept through their communities. As flooding and power outages struck their neighborhoods, many homeowners took to the Nabr Network mobile application to find and share important information.

Similar posts would be seen by residents affected by Hurricane Irma in Florida.

Nabr Network is a comprehensive mobile communication platform and web presence– specifically developed for community associations.

Community Association Managers relied on the application to deliver important safety information to homeowners. They used Nabr Network’s push technology to send out notifications of postponed HOA meetings, canceled city services, reservoir status and evacuation protocols. Homeowners received this information across multiple channels – email, text message and mobile app notifications – providing maximum communication reach.

One Houston community doubled their previous week’s post count in one day. Overall, the event increased notification delivery from Nabr Network’s system by 70% with millions of notifications sent out.

“The Nabr Network team has close ties to the affected areas.” commented Nabr Network president and CEO Jeff Miles. “We watched the situation unfold with each post made to our platform.”

“You always want to do what you can to help others during times of crisis. It was rewarding to see our technology used to its full capacity to help our family, friends and clients in the Houston area during the storm.”

Nabr Network employees monitored the posts to provide any owners in unsafe situations with the contact numbers they needed for rescue and evacuation.

“We were deeply saddened to watch photos of the destruction come across our platform, but we were also inspired by the way homeowners rallied together to make it through the storm,” said vice president of business development James Garner. “It was moving to see residents from all walks of life sharing and helping their neighbors in a time of need.”

Providing an avenue for residents to help each other was not enough. Miles and Garner wanted to do more to help. Nabr Network held a company-wide cleaning supply drive to provide needed materials to the Houston residents who are returning to their homes.

“I’m proud that our software was a source of connection and support during the flooding, but I’m truly proud of our team. From providing emergency relief numbers on our platform to donating to our cleaning supply drive, every team member played some part in the relief efforts,” Miles said.

“They really demonstrated the dedication to service that is the cornerstone of how we do business.”

Some words from our clients:

“Nabr Network has been very useful in keeping the community informed about what is happening. We used it to get the word out about the hurricane warning notice, and using it to make sure that current information is getting out.”

Hugh Lochrane,
Rainbow Springs POA, Florida

“I wish all my communities were using Nabr Network and communicating through Harvey is a perfect example why.  I was flooded in for 5 days not able to get out yet I had board members communicating with me from their flooded community and I was able to send out informative and very timely notices to the community (of course to those that had internet or phone service). Using the Association News Post makes it so easy. You just type in or copy and paste your message and appropriate title, preview it and then send it.

I have received so many thank you’s from residents in this flooded out community for keeping them informed and up to date through the website posts. 

Because of the ease of pushing out these posts and all the other features, I have a very large master planned community ready to sign up for a Nabr Network website and I am very happy about that.”

Christi Keller,
Creative Management Company, Texas

 



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