Homeowner communication How soon are calls returned? How soon are emails returned?
Due to our focus on customer care, we have a same-business-day email and phone call response policy. This standard ensures all of our associations get the responsive attention they each deserve.
How are after-hours calls handled (i.e. pager, answering service, etc.)? As part of the dedication we feel towards our associations, Seabreeze Management provides an after-hour emergency service with reasonable response time outside regular business hours for the purpose of handling emergencies in the common areas of the association. How are emergency calls handled? When a homeowner requires assistance with an after-hours common area emergency, they will be directed to call Seabreeze Management Company. Our automated phone attendant will connect them directly with our answering service where they can report the emergency. If it is a true common area emergency, the team member on-call will be connected immediately and respond to the homeowner. If vendor assistance is required, the team member will contact the vendor to request assistance. The homeowner will receive a second call stating the action to be taken. The team member on-call will prepare a written report with all vital information. The following day, a copy of the report will be given to the Community Manager for follow up and the request will be input into our computer system. The Community Manager will follow up the next morning to ensure the request was handled in a professional manner and completed. What are preferred methods of communicating with homeowners? One of the most crucial factors in a successful relationship between management, the Board, and their homeowners is communication. Through our 34 years of experience, Seabreeze has found that there are several successful communication tools which can be utilized when communicating with community members. Some examples of these communication tools are; community newsletters, the dedicated community website, special mailers, email blasts, bulletin board postings, and more.
It is important for the Community Manager and the Board to understand which communication tools are most effective for your community. Seabreeze will work with the association to create an effective personalized plan, catered to your association.
How is correspondence with homeowners logged and filed? Any homeowner concern or complaint is logged into the company’s management software. Ongoing notes of the issue and any action taken can be provided to the Board and reviewed by the Manager by generating a report of the notes through the software.
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