The Manager Message
The Manager's Message is his/her opportunity to speak with the entire community each month. These guidelines will point you in the correct direction; the message always needs to be warm, positive, supportive, and appreciative. Mark's November message shown above is an excellent example of how to incorporate all of these attributes into your message.
What to Do
To break it down, the first paragraph is a hearty welcome to residents returning for the winter. He lets them know they were missed and that he is looking forward to (i.e. expects) everyone in the commuity to enjoy themselves. This is an excellent example of the "Assumptive Close" and sets the tone for the balance of the message.
The next paragraph reinforces one of the many reasons they may have chosen to purchase at Heartland Estates - many activities to experience with each other, including a Thanksgiving Dinner for the whole community. And, most important, he shows gratitude to the resident who is hosting. Do you think that little mention might guide her to be inclined to help with other events in the future? He has planted a seed that will prosper as long as he waters it with continued gratitude. He repeats this again in the following paragraph by promoting Christmas decorations. I'm sure his words will inspire many of his residents to decorate for the holidays, even if they may not have been planning to. Enthusiasm is contagious when it's genuine! And those of you that know Mark, know how much he loves the holidays.
His closing is also one of positive reinforcement by mentioning gratitude, laughter, joy and friendship. Thoughout this entire message, he has brought such pleasant images to mind, that most of his residents will greet him with a smile the next time they see him. Well done, Mark!
Now.....What Not to Do
After seeing a great example of what to do, let's take a look at how all of this positivity would be reversed with just a few sentences.
"Just a friendly reminder, please carry bags with you when walking your animals; we've had several complaints lately about pet owners not picking up behind their dogs."
What images come to mind with this little diddy? Reminders, bags, animals (not pleasant for everyone), complaints, the word not, and the words that aren't even mentioned, but the images still pop up in our minds. Dog poop and angry neighbors. Some people could even become triggered by what you thought would be a simple little reminder. Dog owners will start wondering who is complaining about them, even if they carry bags and pick up. If you are having an issue with residents about something, the monthly eblast is not the place to address it.
I hope this example demonstrates why we follow these guidelines for the Manager's Message section:
- Nothing about rules and regulations
- Nothing about forced mows or trimming
- Nothing about lot rental increases or any kind of fees
- Nothing about house washing or home maintenance
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