Customer service and communications are essential for effective management. At Cooper Square Realty, we pride ourselves on our working relationships with both
the boards and residents of buildings we manage. Our staffs, systems and procedures are focused on providing the best in customer service. In coordination with our
communications efforts, we:
- Provide comprehensive monthly activity, financial and status reports.
- Respond to calls with courtesy, respect and patience. Training in communications is an essential part of our Learning Center curriculum.
- Exploit technology to improve our response; with CooperSquare Connect, we maintain a community website for properties we manage.
- Operate a round-the-clock “team response” system to handle emergencies at any hour.
- Prepare for boards The Board Book, a business plan for the property and compendium of general information. The customized book provides current and recent years’ financial
information, lists of pending projects, goals and achievements, insurance information and schedules, and regulatory compliance descriptions. It also contains information about
serving on a board with laws and rules involving board responsibilities and conduct and a description of Cooper Square Realty and its relationship with boards. Building specific
information includes a complete copy of the bylaws, the proprietary lease and house rules.
- Cooper Square encourages properties to develop two guides – one for residents and the other for employees.
- The written handbook for residents contains the association’s policies and procedures, provides forms used in the building, and describes such details as apartment access
and holding of keys, garage usage and deliveries.
- The employee manual tells the staff what is expected of them. It lists specific duties and responsibilities and includes work schedules. We have found that clearly written
directions help employees understand their responsibilities.
We Wrote the Book
There’s an old expression, “He’s written the book on that subject.” Well, David Kuperberg actually has. His book, Residential Property Management, Principles and Practices,
was published by the National Association of Home Builders and today is required in all accreditation courses of the Institute of Real Estate Management (IREM), the main national
association providing leadership, support and education for managing agents. The book covers a wide range of topics from the expanding role of property managers and their duties
to marketing of units, risk management and laws and licensing requirements for managers.
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