The Act of Apologizing (in the HOA Board)
We already know what you are thinking. The “act of apologizing” is a redundant topic and you have read numerous posts on wellness sites from some of the most renowned gurus out there…
….But now let’s apply this to real life: You are a board member of an HOA – one of the most “thankless” jobs out there.
HOA meetings can be intimidating. Even the most reasonable homeowner or board member can have a bad day or a strong (sometimes unpopular or misunderstood) opinion. Let’s make an example with meetings including special assessments on the agenda. This board worked hard on collecting the special assessment information. They researched, met with vendors, and compiled all relevant information into a concise letter explaining why the assessment was necessary. The letter is sent to every homeowner, with the date of the meeting listed.
A group of homeowners show up to the meeting and are visibly upset that a special assessment was even being considered. To their memory, the reserve account had more than enough money to use for the project!!
The board, understandably, gets frustrated. Not only did they work proactively to provide facts to the homeowners, but even more importantly, reserve funds could not lawfully be used for the project (which was clearly stated).
Sound Familiar? Have you been in this HOA Board meeting before?
Quickly the meeting escalates, the tone changes, voices raise, and the homeowners leave angry. After the meeting, and a few one-on-one conversations later, it becomes evident that the homeowners had read the letter, but some of the terms, such as “reserve account” and “special assessment,” and the rules surrounding them were not defined clearly enough for them.
This is when the HOA board needs to carefully practice the art of apologizing. Don’t attack, or instigate, or get revenge. Get the “told-you-so” attitude far, far away from your mind.
Why? Because one disgruntled homeowner can cast a negative light on the HOA board for the whole community.
Apologize for the confusion and not explaining the situation more clearly. Offer some education about the rules and terms to your homeowners maybe don’t understand. Be the leader in these scenarios. Choose a helpful form of communication: be resourceful to your homeowners and apologize.
Giving your homeowners the tools to learn, coupled with a positive attitude, will create an environment that illustrates your board is there to educate, inform, and provide a forum for the community to make decisions.
You may never be able to please everyone. But you can start establishing a reputation of an HOA board that at least tries to.
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