A Condo owner yells at Me, the Property Manager: “GET OUT OF HERE OR I’LL BREAK YOUR F***ING FACE.” Me, the Condo Manager: “Well, nice to meet you too!”.

I called for staff to join me at the location, not to confront the threatening bodybuilder, but as witnesses. We all left the scene, and I reported the incident to the police. That day, the police arrived, and I spoke with them before they went to talk with the owner. They then asked me if I wanted him charged or just given a warning. The next morning, the owner came to the management office and politely thanked me for not charging him and for just having the police issue him a warning. Problem resolved. 

For the next ten years, we maintained a very professional and even friendly relationship. However, none of this was covered when I studied for my R.C.M. or when I earned my HVAC Mechanic Certificate. 

Years earlier, I had studied General Social Sciences, which included introductory courses in Psychology, Sociology, philosophy, and Anthropology. At the time, these courses seemed irrelevant for job seeking, but within the community aspect of condo management, they have proven indispensable. American lawyer Angie Zinzilieta recently shared how her early philosophy studies helped her legal career: "I majored in philosophy before law. People used to joke that I'd never use it. But I use it every single day." So don't underestimate your previous career or area of study. 

No technical book or course can fully prepare you for the challenges of attitude, culture, misunderstanding, or prejudice you may encounter in condo management. 

For years, I have enjoyed the “soft” side of condo operations and have been active with Toastmasters International, speaking and sharing various leadership and public speaking roles. 

We may never know if we’ve prepared too much, but we will quickly realize if we are not sufficiently prepared for a situation. 

In the evolving landscape of AI, cultural shifts, and social changes, condo managers and their colleagues face increasing challenges in managing what are often simple misunderstandings. 

Many new Canadians are unfamiliar with our winters and may assume that their unit should match the climate of “back home.” This is not their fault; everyone has their comfort level. 

What has always been "normal" for them may not be culturally normal for their neighbours (or manager). I've seen two very nice owners, from two warring countries, argue over noise that is arguably typical in multi-unit residential building (MURB) living; both ladies had two-year-old daughters. 

However, when summer came, they were happily enjoying the playground with their girls together! The two children had every potential to grow up as friends. Building relationships fosters acceptance. 

The point I'm making is that a condo manager could go years without a major breakdown while simultaneously managing the community. 

Years ago, a person would have to handwrite, deliver, or post a letter and then wait. Now, many people find it too easy to send a grievance at their convenience, and for some, this serves as therapy; it's how they express their anxiety. 

There is often no one for them to talk to, but the manager is accessible and cannot ignore their communication or grievances, regardless of how positive or misinformed they may be. 

If you’re like me, you can entertain others with stories of unique encounters in condo life. As long as we are discreet and avoid names or specific locations, we have opportunities for stress relief as well. People in condominiums are not better or worse than anyone else—just more compact. 

For the technical side of condo management, AI can be a great resource; however, it does not always align with the reality of condo life. We know from other technology rollouts that AI will improve over time, likely more profoundly than any previous innovations. But currently, AI has limitations. 

When testing its limits, I’ve presented situations and received simple responses stating that a particular owner’s action “may be against the rules.” This response usually doesn’t satisfy most owners, as they tend to focus on their objective rather than on a rule with which they may not necessarily agree. 

Whenever possible, we should explain the reasoning behind any rule, by-law, or prohibition in the declaration or law. Often, the action is not outright prohibited but must follow a specific legal procedure. 

I have encountered several owners wanting to change the layout of their suite. Once, I observed a very capable and dedicated manager trying to explain to a couple why they couldn’t simply add a bedroom. All he needed to do was inform them that they would have to provide a Section 98 Agreement as per the Condominium Act of 1998. Once they realized the cost of the agreement, they might have reconsidered. If they chose to proceed, the S.98 would have gone to the Board of Directors for a decision. Managers too often try to resolve battles that are not theirs to fight. 

The cornerstone of effective condo management is the cultivation of strong, meaningful relationships among residents. By emphasizing empathy and open, constructive communication, we can significantly enhance the living experience for everyone in our community. Let's work together to create a vibrant and supportive environment that truly feels like home.

William (Bill) Colucci, RCM spent three decades in condominium management with additional experience in security, cleaning, and mechanics. Now he’s giving back to the condo management industry by serving as content administrator for an online community focused on best practices for harmonious condo living.
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