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September 12, 2005
Dealing with the "Anonymous" owner(s)
How do you deal with the stealth attack? That's the flyer that pops up alleging all sorts of shenanigans on the part of the board and/or manager. It's rarely signed, but you have some suspects in mind. You find yourself accused of mismanagement, hiding conflicts of interest, paying people too much, spending like Congress, and worst of all - keeping the assessments higher than neighboring associations. The attacks are often defamatory and sometimes libelous. And everybody in the association got a copy.
People not mentioned in the communication generally recommend taking the "high road" and ignoring it, while those directly attacked are looking for ways to include use of a guillotine in the enforcement section of the documents. You can be sure that the legal expense line item in the budget is going to get a workout, which can add to the problem. But it has to be dealt with - unfounded rumors, left unchecked, are like crabgrass. They have a life of their own, and get harder and harder to get rid of unless taken care of immediately.
The best way to deal with it is with facts, related calmly, and leaving the attackers with little to attack. This probably won't stop them immediately, but it will make sure that the majority of the owners will look at future flyers from them with a slightly more jaundiced eye, or decide to ignore tham all together.
Accused of financial mismanagement - show the auditors report and let the owners know that the finances are independently check every year. Paying too much for staff or management - show the bids or a salary survey for the position. If you're on the high side of either, then take the time to explain why. Higher assessments - there's almost always a legitimate reason, i.e. level of reserve funding, amenities, different utility payment structure or something. I've never seen an association that keeps assessments high just for the heck of it.
How you respond depends on how the association is reacting to the attack flyer. Using the unproven, but oft-quoted formula that 10% or the owners love you, 10% hate you and 80% don't know they're living in an association, you will want to sound out that large group in the center. If they're ignoring it, then you can simply put the responses into the next newsletter in the form of a general information article. If they're starting to talk about it, then it may need a more direct response. Here, you may want to talk with someone who knows how to communicate thoughts and ideas well. This is basic public relations. Bad writing can cause more problems than it solves. Keep it simple, use visual aids and don't mention the attackers directly. You're simply responding to some unfounded rumors by providing accurate, factual information.
And remember, in the future, that rumors start in the absence of solid information.
Posted by joewest at September 12, 2005 10:37 PM