We recently featured one of our Property Administrators in a blog/social media post, and when asked what she loved about working with Onyx, she said she loved how there is no micro-managing or finger-pointing; something she is not used to, coming from other property management firms. We are proud of the culture we have created at Onyx, which is one of empowering and supporting one another, cheering on each other’s wins and regularly sharing struggles, so that the entire team can contribute to problem-solving and in turn, learn from one another. So how do we do that?
1. After initial training, we let property managers dive in (with training wheels on)
At Onyx, we have found that Property Managers (PMs) learn best while doing. This is a fast-paced, people-centric business, so the best way to learn is to jump in and start doing. Our property managers are encouraged to take ownership of their properties from Day 1 and ask questions as they need direction. Not only does this approach show new property managers that we believe in their abilities, it gets them comfortable with being outside their comfort zone – a skill that they need to adapt in order to grow in their role.
2. We have systems and structure in place that supports them in their role
“How do I..” is a common question for property managers, especially those new to the company. At Onyx, we are continually adding to our library of Standard Operating Procedures, so that PMs are empowered to head to our SOP library and find the answers they are looking for. Our SOPs explain the overall goal and detail the process, so they can be followed step-by-step. SOPs are not only written; we have also created video tutorials for some of the more detailed processes, like how to write a Status Certificate, so that people with different learning types feel supported.
Additionally, Onyx has created a Condo Summary for each property we manage, so a new property manager has all the information they need at their fingertips, in one living document. If they want to know, "Who are the Board Members of WSCC ### and when does each position expire?" Check the Condo Summary Quick Summary Tab. "When does insurance expire?" Check the Calendar tab. "Who do we call for landscaping at this property?" Check the Vendors tab. By not gate-keeping knowledge and freely giving property managers access to the information they need to do their jobs efficiently and effectively, PMs feeling supported and empowered.
Of course, if property managers have a question we encourage them to ask. Often it's a quick message in the Onyx Teams group chat, where the answer may not come from the leadership team, but another property manager or administrator. Encouraging the team to share their knowledge and contribute is just another way the individuals on our team can feel valued.
3. Mistakes and negative outcomes; learn instead of blame
While we strive for 100% success in everything we do, sometimes mistakes happen (we’re human!) and negative outcomes can be out of our control. One of the most effective practices we have each week, is to come together as a team and talk about them. Each Friday we hold a Peak and Pit meeting, where we celebrate each other’s wins for the week and discuss what didn’t go well. By opening up about our “Pits” each week, not only do we foster a sense of safety amongst the team, but discussing ways to approach and solve the issue helps each of us to develop a growth mindset, where we can all learn and improve, so that EVERY condo community we manage benefits.
At Onyx Condo Management, our commitment to a supportive and empowering work culture is more than just an internal practice—it’s the cornerstone of how we deliver exceptional service to our clients. By fostering an environment where our team members are encouraged to grow, learn, and support each other, we ensure that every challenge is met with collective expertise and creativity. This culture of collaboration translates directly into better management for condominium communities, as our team is both highly skilled and deeply invested in success. Condo Boards that choose Onyx as their management partner values team cohesion and client satisfaction equally: we love a win-win scenario!
Contribution made by Jenn Bowdring
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