Raising the Bar: How Owners Corporation Managers Can Truly Serve Their Communities

Owners Corporation Managers (OCMs) are responsible for ensuring the smooth operation, financial stability, and overall wellbeing of strata communities. Yet, in many buildings, a consistent issue arises: dissatisfaction. Owners and committee members frequently feel ignored, dismissed, or poorly served. It’s time for OCMs to step up and deliver the service they’re paid to provide—without defensiveness, deflection, or outsourcing conflict resolution. If they can’t meet expectations, termination of their contract becomes a justified course of action.

This often results in another manager having to step in and clean up issues that were never too complex to handle in the first place. In many cases, simply listening to the owner or committee would have resolved the matter. But instead, this basic expectation continues to be neglected across numerous Owners Corporations—allowing problems to escalate unnecessarily. Perhaps it’s time for Owners Corporation Managers to step into their clients’ shoes for a month. Experiencing the frustration firsthand might finally push them to deliver the level of customer service that’s consistently lacking.

1. Listen First, Defend Later

One of the most common complaints from owners is that their concerns are brushed aside or met with defensiveness. Whether it's a leaking roof, a noisy neighbor, or a budget dispute, these issues matter deeply to the people living with them daily. When owners follow up and receive no response, they are often met with a defensive manager who either refuses to engage or abruptly terminates the call—then fails to respond to the Owner or Committee altogether. While ending a call may sometimes be justified, it must be preceded by a clear warning. The manager should state that the behavior is inappropriate, explain that the call will be terminated, and confirm that updates will be provided through other means. Completely cutting off communication without explanation is unacceptable.

Improvement Tip: OCMs should adopt active listening techniques. This means:

• Letting the owner speak without interruption.

• Acknowledging the emotion behind the complaint.

• Repeating back what was heard to confirm understanding.

  
  

Even angry owners deserve to be heard. Often, anger stems from feeling ignored. A calm, empathetic response can defuse tension and build trust.

2. Customer Service Is Not Optional

Owners Corporation Management is a service industry. Yet, many managers forget that their role is not just administrative—it’s relational. Emails should be answered promptly, calls returned, and updates provided regularly.

Improvement Tip: Invest in customer service training. Managers should learn how to:

• Communicate clearly and respectfully.

• Handle difficult conversations.

• Follow through on promises.

  
  

A manager who treats owners like valued clients will stand out in a crowded field.

3. Transparency Builds Confidence

Owners want to know where their money is going, why decisions are made, and what’s happening in their building. Lack of transparency breeds suspicion and conflict.

Improvement Tip: Provide clear, accessible reports and updates. Use plain language, not jargon. Hold regular meetings or send newsletters to keep everyone informed. Transparency isn’t just ethical—it’s strategic.

4. Embrace Feedback, Even When It Hurts

Negative feedback is uncomfortable, but it’s also a gift. It shows where improvement is needed and gives managers a chance to grow.

Improvement Tip: Create formal channels for feedback. Anonymous surveys, suggestion boxes, or regular check-ins with committee members can reveal valuable insights. Most importantly, act on the feedback.

5. Know the Law, But Lead with Humanity

Yes, OCMs must follow legislation and regulations. But quoting the law isn’t a substitute for compassion. Owners want solutions, not just rules.

Improvement Tip: Balance legal compliance with practical empathy. If a rule must be enforced, explain why and explore alternatives. Be a problem-solver, not a gatekeeper.

6. Build Relationships, Not Just Reports

The best managers are those who build genuine relationships with their communities. They know the names of committee members, understand the unique dynamics of each building, and are proactive rather than reactive.

Improvement Tip: Spend time on-site. Attend meetings in person. Get to know the community. A visible, engaged manager is a respected manager.

Final Thoughts

Owners Corporation Managers have the power to transform communities—for better or worse. By listening more, serving better, and leading with empathy, they can elevate their role from administrator to trusted partner. The result? Happier owners, smoother operations, and a reputation that speaks for itself.