Needs and expectation of residential clients
- start renovation
- move in asap
- defects rectified asap
- Updates of progress of works
ways to ensure client satisfaction/good relations
- smooth handover
- welcome package
- feedback platform
- follow up on rectifications
- prompt replies
- update & inform them
conflict resolution lead to what
dispute resolution
What is the most common way people deal with conflict?
Avoid it :)
What does conflict mean?
Exist when one person has a need of another that is not met
Steps of conflict resolution
- Express Need
- Find out if need can be met
If yes, than resolution!!! :D
What if need cannot be met? (conflict resolution)
Negotiate/ management of conflict.
if serious enough, may need third party to mediate the situation
what does knowing life-time value of a customer mean?
- customer (especially like the dude in the vid who holds an important position in his company) can come back to their hotel for further events
- make them feel special
What does MC mean?
Management Corporations
What does SP mean?
Subsidiary Proprietors
What does MA mean?
(Council members) and Managing agents
Common types of disputes between what parties
- SP vs MA
- MC vs MA
- SP vs MC
- SP vs SP
- SP vs Upper Unit Owner
What is SP also known as
Condo Owner
What do SPs do in a SP vs MC/MA on poor maintenance of common property
- SP bring up matter to MC
- If e SP has an issue relating to the exercise or performance of the MC’s power, duty or function, they may apply to the Strata Titles Boards for a resolution
what do MC do in disputes between SP and MC/MA on obstruction of common property
- Approach SP to remove obstruction
- send circular(s) to remind SPs that prescribed by-laws should be complied with
- Apply for Court Order to enforce by-laws
- Inform SCDF if there is a contravention of Fire Safety Act
What can SP do in Dispute between SP and SP on inconvenience/ nuisance
- Talk to neighbour and try to arrive at an amicable solution
- If does not help then can bring matter to MC
What can MC do in Dispute between SP and SP on inconvenience/ nuisance?
- Approach SP to comply with by-laws
- Send circular(s) to remind SPs that by-laws should be complied with
- Apply for Court Order to enforce by-laws
- Make additional by-laws to control & manage the estate
What do MC do when
Dispute between SP and SP on inter-floor water seepage
- Assist to write to upper floor unit SP & request for a joint investigation with lower floor SP
- Assist both parties to resolve the issue amicably
- Inform parties that they may need to apply to STB to make an order to settle disputes or rectify complaints it they cannot resolve issue themselves
How to approach MC?
- e-mail/letter to Management
- raise motion to be included in the next AGM
- Speak to MA or Council in person
- Call management office
Common disputes brought before STB
- Inter-floor water leaks
- Performance or failure to perform certain duties under the BMSMA or by-laws
- Applications to convene meetings or invalidate resolutions passed by the MCs
- Car parking woes
- Complaints with regard to alterations to common property
- Applications to revoke or invalidate certain by-laws
- Supply of information by management corporation
- Management corporation requesting to enter an apartment to carry out particular work.
Solutions to disputes(SP, MC, MA stuff)
- Negotiations
- Mediation
- Apply to Strat Titles Board (STB)
- Civil Actions
Mediators
- a neutral, independent third party
- not the ones who made the decision
- just facilitate a discussion
