Loose Lips Sink Ships – and Co-ops and Condos
Sept. 17, 2018 — Board members should direct all whispers to the property manager.
As a property manager, one of the things I like to do when I meet with new board members – aside from the very basic things of giving written material to help the newcomers become familiar with the building – is to bring their attention to the fact that they might be put in delicate situations with the staff, particularly the super, the doormen, the porters, and the handymen. There may be situations where either a staff member is testing a new board member and might confide in him, or ask him for particular direction about a problem and/or a building matter.
One of the things I like to make sure that board members understand is that when approached by a staff member about any matters relating to the operations of the building, it is in the board members’ best interests to direct that staff member to the management company, particularly the managing agent. A new board member should not get into any personal discussions, because when a new board member speaks, it can be perceived as speaking on behalf of the entire board. Messages can be mixed and confused. Loose lips have been known to sink ships.
Also, if board members have particular problems – if the garbage hasn’t been picked up by a certain time, for instance, or the doorman hasn’t alerted someone about a package – I try to counsel them not to get into a direct discussion with the staff member about the problem. Bring it to our attention as the management company so that we can better handle the situation and speak with one voice.
It’s easy to get caught up in unnecessary conversations – about gripes, gossip, rumors, perceived slights, desired favors. I would say the same thing to a new board member about their fellow shareholders or unit-owners who live in the building. If they have problems, don’t try to solve them. Direct the residents to the management company. It’s much more efficient if everything is communicated through us, so we have a paper trail, we have the information, and we can follow up and be hands-on.
Ellen Kornfeld is vice president of The Lovett Group.