Goodwill is hard to measure, but it is easy to see. In some communities, owners support the board, vendors go a step beyond the contract, and projects move forward with little friction. In others, every decision is questioned and every task becomes a struggle. The difference is often the level of trust that has been built over time.
Why Goodwill Matters
A condominium association depends on sound budgets, steady assessments, and good financial management. Goodwill is another resource that should not be ignored. It makes daily interactions smoother, helps the board make progress on difficult issues, and makes the community a more pleasant place to live.
When goodwill is missing, simple tasks become hard. Owners assume the worst, volunteers stop coming forward, and vendors do only what the contract requires. Self-managed associations feel this most, because so much of the work depends on volunteers who are willing to help.
Building Goodwill With Owners
Many owners have little direct contact with the board beyond the occasional notice or email. Trust is therefore earned mostly through the way the association is run.
- Good stewardship. Owners care about the community even when they do not follow board business closely. A financially stable, well-maintained, safe, and compliant association is the strongest foundation for trust.
- Transparency. Budgets, financial reports, meeting minutes, and the reasons behind decisions should be easy to find. Requests for official records should be answered promptly and completely.
- Clear communication. Projects, assessment changes, and new rules should be explained before they take effect, with the reasons and the expected timeline. A regular newsletter, website, or owner portal keeps information flowing.
- Open meetings. Owners who attend meetings should be welcomed, allowed to speak on agenda items under the association's rules, and treated with respect.
- Even-handed enforcement. Some rules will not be popular. When they are applied the same way to every owner, through a fair and documented process, trust is maintained even by those who disagree.
- Responsiveness. Calls and emails should be acknowledged quickly, even when a full answer will take time.
Maintaining Goodwill With Vendors
Contracts define the roles of the association and its service providers, but the relationship goes beyond the paperwork.
- Invoices should be paid on time and as agreed.
- Expectations should be stated clearly in the contract and in writing when they change.
- A single point of contact should be named, so vendors are not given conflicting directions by different board members.
- Good work should be acknowledged, and problems should be raised promptly and professionally.
- Bids should be requested fairly, and vendors should be told the outcome.
Vendors who are treated well are more likely to respond quickly in an emergency, offer helpful advice, and do small extras without being asked. A long working relationship can also bring better pricing and more reliable performance when contracts are renewed. More on working relationships can be found in our post on
the role of the board of directors.
Building Goodwill Among Board Members
Directors do not have to agree on everything, but disagreements should be handled respectfully and in the open. Board members should come prepared, share information with one another, and support decisions once they are made by a vote. Owners notice when a board works as a team. Tips for productive sessions can be found in
6 HOA board meeting best practices.
How Goodwill Pays Off
Goodwill is the foundation of a strong condominium community. Residents come home to a property that is safer, cleaner, and better maintained, often without added expense. When a major project or assessment is needed, owners who trust the board are more likely to support it, and vendors who value the relationship are more likely to work hard on the association's behalf. Goodwill built in ordinary times is what carries a community through difficult ones.
Help Building Trust in Your Community
Clear communication, timely records, and dependable vendor relationships are part of the service provided to the associations managed by Condominium Associates. To learn more,
contact us.
