New Solution to Pond Erosion Problem Lone Star Ranch HOA in Frisco has an expansive common area that includes ponds. Manager Rhonda Van Tassell reports that one of their their ponds had begun having shore erosion. Their contractor recommended flex-a-mat as a great alternative to the conventional options. Bermuda seed is laid beneath the mat along the shoreline, part of the mat is under water and part is along upper shoreline. Grass will eventually grow through the mat and it will become part of the topography of the pond. Installing this will prevent the shore from further erosion and will help with silt build-up, resulting in extending the interval between necessary pond dredging.
Why Survey Our Customers?
CMA is a small business. We are not ranked among Fortune 500 companies such as like Apple, Amazon and Marriott—If we were, our clients’ consistent ratings over the years would place us among the top-ranked icons of customer satisfaction. Here are some of CMA’s business values and choices that drive our commitment to survey customers.
Go “from good to great” in delivering excellent service to community associations
Set the bar high and keep measuring how we’re doing.
Listen to customers and ingrain the perspective of “making their day” in our values
Achieve a high performance culture by identifying and rewarding consistent high performers
Ask for feedback to help us improve our customer experience
Identify areas and procedures where we can improve the quality of services performed by our accountants, managers, compliance coordinators and other department staff
Emulate the best-in-class, by implementing best practices gleaned from great small businesses as well as Fortune 500 giants
Focus on building a great reputation, day by day, customer by customer.
Thanks to our association board members who once again exceeded our expectations with the volume of positive feedback and comments. We appreciate your insightful responses about areas where we can improve our services and also better educate and support you as leaders.
See the related article, Satisfying Clients, One Customer at a Time, (right column) for results from the annual CMA Customer Satisfaction Survey
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CMA Executive Chosen for ULI Leadership Program
Plano, TX, August 9, 2017 —CMA Allen Region Vice President Rob Koop has been accepted to the inaugural class of the ULI (Urban Land Institute) North Texas Center for Leadership.
ULI North Texas Center for Leadership is designed to help build tomorrow’s community leaders who are dedicated to the ULI mission of responsible land-use and creating and sustaining thriving communities.
As a professional community management company, CMA partners with community leaders and developers to create and maintain flourishing residential and mixed-use developments and master-planned communities.
“This is an exciting development opportunity for Rob, one of our key executive team members,” said Judi Phares, President and CEO of CMA. “Engaging in this arena, he’ll gain insight into issues and address challenges to sustain our region’s continued growth and success. This is a unique opportunity to learn from top industry leaders and apply these experiences to bring more value to our clients and business partners.”
Have any of you watched Halt and Catch Fire—a TV series about the personal computer revolution of the 80’s? Coincidentally CMA was founded in 1983 and ultimately aided by many of the technologies birthed in that revolution.
If you’ve seen the program or just lived it, you’re aware of how technology and business have been transformed. What has not changed since our founding —our commitment to serve our clients! We’re proud that we’ve expanded our client base, implemented sophisticated business procedures, streamlined operations, upgraded several generations of technology, and innovated with numerous best practices and firsts in our industry.
Results of the 2016 Customer Satisfaction Survey
It’s with that perspective that we report the results of our 2016 Client Satisfaction Survey. Nearly 50% of our client associations gave us feedback. The overall satisfaction rating from respondents was a very positive ninety-two percent (92%) being Satisfied or Very Satisfied! That’s pretty good. Still, we continually strive to improve our services.
“We’re so appreciative that nearly a quarter of our board members took the time to respond and make comments,” said Judi Phares, President and CEO. “We appreciate their candid feedback on our performance in the many roles we play in the day-to-day operations and professional oversight of their communities. We rely on board members’ feedback to improve our service and provide a positive customer experience.”
For example, based on the input from community leaders, we will produce education videos and webinars to address topics that most interest them. Segments about how to spend wisely to maintain and manage association assets and another featuring expert advice on how to practice effective architectural control are on the drawing board.
What Board Members Say:
(Our Manager’s) "organizational skills and attention to detail are impeccable! He works hard to find creative solutions to challenges facing our community."
“He is responsive and most importantly, proactive, in addressing issues for us …and always follows thru with requests.”
“We are extremely pleased with our partnership with CMA. Our on-site manager and admin. assistant are invaluable in all they do on so many levels. They take pride in the success of our HOA.”
“…many good recommendations based on her extensive experience.”
“…excellent budgetary information and guidance.”
“The entire CMA staff has provided excellent customer service…. incredibly helpful in their support and guidance.”
Why We Survey Our Board Members
An annual formal online survey enables us to analyze and respond to your feedback in a methodical way. While we talk with board members and owners on a daily basis, we use the survey results to identify trends, compare year-over-year data and zero in on your key concerns. That's why we talk with our clients and listen to their feedback. We want to understand your needs and to serve you better.
30 Years of Community. Well Served.
Celebrating 30 years of LEADERSHIP setting benchmarks and professional standards in the community association management industry. Find out more
EXCELLENT SERVICE and attention to detail in consulting, financial and operations management, education, and customized services. Find out more