March 13, 2019    Jamie Gould    Education

CH Principle #11: Setting Clear Expectations


Many things can go wrong inside of an HOA Property Management business; prospects fall through, community transitions aren't as smooth as they could be, co-workers get frustrated, and clients upset. While some of these situations play out as a result of outside circumstances, there’s often another culprit to blame: lack of clarity.  How does one go out and create transparency and avoid misunderstandings? As part of the Crummack Huseby Property Management Leadership Team, this company principal resonated with me. Here are a few tips to set expectations for projects, during HOA board meetings, and among peers. (Effective Board Meeting Tips


Getting clear on expectations stresses the importance of the "whys" behind what we do every day. Let's say you are asked to initiate a work order. Okay, most of us know how to do that; but what is the problem that the manager is trying to solve? Getting clear on expectations means asking questions to fill in the WHAT, WHEN, WHERE, HOW, and WHY to find a personalized resolution. Managers should convey what needs to happen and be clear about the issue, resolution, and deadline.  If this information isn't conveyed, then ask more questions to get clarity.  Proper communication seems so simple; and yet people frequently make assumptions, which can result in miscommunications as well as wasted energy and resources.



Managers and the board should be clear on expectations, which is why it is so important to review the action list after every Board meeting. Getting clear on expectations means action items must include everything the Board expects will be done after the meeting, or before the next meeting. Carefully review your minutes and annual calendar to see what is coming down the pipeline to ensure you take the necessary steps to prepare. Drill down into the details behind long-term projects to ensure all steps going forward are on your action list. Anticipating the Board’s questions and understanding their priorities is a great way of getting clear on expectations, and always knowing you are ready with answers. You can get there with purposeful verbal and written communication, and good listening.



All the above also relates to collaborating with co-workers. Let’s say your co-worker needs a report from you. Did you get clarity on when the report is due? Do you know who the audience is for the report? For example, if it’s for business-to-business than perhaps you can be loose with industry jargon. Or maybe you submit a report but are awaiting feedback from several co-workers. Then you should have a definite date on the workflow of your report so that all parties involved know what to expect. It’s helpful to ask co-workers questions from a place of collaboration. All involved in any project should be clear on expectations to fulfill the ultimate needs of the company and the client.

All it takes is a few extra minutes to repeat and practice clarity and implement them until they become second nature. This week, I’d like to encourage you to enhance your workday by taking the time to ask more clarity questions for yourself and to others. Set yourself up for success!



Effective Board Meeting Tips

Tax Time HOA Deadlines


Born in San Diego and raised in Mission Viejo, Jamie is a Southern California native. She began with Crummack Huseby in 2015 as Senior Community Association Manager and was soon promoted to Director of New Project Development. In her current role, she oversees the Baker Ranch Community and manages governance transitions from developers to homeowners. Jamie has performed on stage in rock bands for 20 years at such venues as the Orange County Fair, House of Blues, Coach House and The Grove of Anaheim. She enjoys volunteering and spending time with her husband and 9-year-old son. 




Orange County, California, based Crummack Huseby Property Management, Inc., manages many diverse HOA’s and master planned communities in Southern California. They have added value to communities by working with HOAs, homebuilders, and land developers through their collaborative and customized approach. Crummack Huseby’s personalized philosophy to community management has allowed them to successfully discover and develop one-of-a-kind programs for new and existing communities.  They offer professional business planning, governance, community management, financial only management, planning and forecasting services for community associations. They also have been recognized as One of the Best Places to Work by the Orange County Business Journal in 2015, 2016 and 2017. Founders Sandy Huseby and Margo Crummack each have more than 30 years of experience in Common Interest Development (CDI) managementCrummack Huseby Property Management obtained an AAMC® Accreditation status which highlights their focus and commitment to deliver total customer satisfaction.  If you would like to learn more about Crummack Huseby Property Management Inc., they look forward to learning about your community and understanding your needs and how they can best support your community. For more information - Start a Conversation, email, or call 949-367-9431.

Our associates add value to your association.

Ready for a change?

Professional Affiliations

Building Industry Associaiton of Southern California
Member of Community Associations Institute
California Associations of Community Managers