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New Solution to Pond Erosion Problem 

Lone Star Ranch HOA in Frisco has an expansive common area that includes ponds. Manager Rhonda Van Tassell reports that one of their their ponds had begun having shore erosion.  Their contractor recommended flex-a-mat as a great alternative to the conventional options. Bermuda seed is laid beneath the mat along the shoreline, part of the mat is under water and part is along upper shoreline. Grass will eventually grow through the mat and it will become part of the topography of the pond.  Installing this will prevent the shore from further erosion and will help with silt build-up, resulting in extending the interval between necessary pond dredging.


Why Survey Our Customers?

CMA is a small business. We are not ranked among Fortune 500 companies such as like Apple, Amazon and Marriott—If we were, our clients’ consistent ratings over the years would place us among the top-ranked icons of customer satisfaction. Here are some of CMA’s business values and choices that drive our commitment to survey customers. 

  • Go “from good to great” in delivering excellent service to community associations
  • Set the bar high and keep measuring how we’re doing. 
  • Listen to customers and ingrain the perspective of “making their day” in our values
  • Achieve a high performance culture by identifying and rewarding consistent high performers
  • Ask for feedback to help us improve our customer experience
  • Identify areas and procedures where we can improve the quality of services performed by our accountants, managers, compliance coordinators and other department staff
  • Emulate the best-in-class, by implementing best practices gleaned from great small businesses as well as Fortune 500 giants
  • Focus on building a great reputation, day by day, customer by customer.

Thanks to our association board members who once again exceeded our expectations with the volume of positive feedback and comments.  We appreciate your insightful responses about areas where we can improve our services and also better educate and support you as leaders.

See the related article, Satisfying Clients, One Customer at a Time, (right column) for results from the annual CMA Customer Satisfaction Survey

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Food Drive Supports Allen Community Outreach

For the second year, CMA donated the following to the 2017 ACO Kids Fighting Hunger Campaign!
During the school year, the Free and Reduced Lunch Program offers meals each school day to students of low income families. BUT, where do they eat in the summertime? We have neighbors who are struggling just to feed their children.
The CMA staff donated $2605 and 250 pounds of food and delivered it to Allen Community Outreach. This contribution will help approximately 115 children from being hungry this summer.  We helped an additional 40 kids this year over last year! 
Our staff met a Charity Challenge by supplying food for specially packed bags of healthy, kid-friendly groceries for kids in need. Each bag contained shelf-stable, easy-to-prepare breakfast and lunch food items.  A group of employee volunteers recently worked in the warehouse to stuff the food bags for the children.

Satisfying Clients, One Customer at a Time

Have any of you watched Halt and Catch Fire—a TV series about the personal computer revolution of the 80’s?  Coincidentally CMA was founded in 1983 and ultimately aided by many of the technologies birthed in that revolution.

If you’ve seen the program or just lived it, you’re aware of how technology and business have been transformed. What has not changed since our founding —our commitment to serve our clients!  We’re proud that we’ve expanded our client base, implemented sophisticated business procedures, streamlined operations, upgraded several generations of technology, and innovated with numerous best practices and firsts in our industry. 

Results of the 2016 Customer Satisfaction Survey

It’s with that perspective that we report the results of our 2016 Client Satisfaction Survey.  Nearly 50% of our client associations gave us feedback. The overall satisfaction rating from respondents was a very positive ninety-two percent (92%) being Satisfied or Very Satisfied!  That’s pretty good.  Still, we continually strive to improve our services.

“We’re so appreciative that nearly a quarter of our board members took the time to respond and make comments,” said Judi Phares, President and CEO. “We appreciate their candid feedback on our performance in the many roles we play in the day-to-day operations and professional oversight of their communities. We rely on board members’ feedback to improve our service and provide a positive customer experience.”

For example, based on the input from community leaders, we will produce education videos and webinars to address topics that most interest them. Segments about how to spend wisely to maintain and manage association assets and another featuring expert advice on how to practice effective architectural control are on the drawing board.

What Board Members Say:   

  • (Our Manager’s) "organizational skills and attention to detail are impeccable! He works hard to find creative solutions to challenges facing our community."
  • “He is responsive and most importantly, proactive, in addressing issues for us …and always follows thru with requests.”
  • “We are extremely pleased with our partnership with CMA. Our on-site manager and admin. assistant are invaluable in all they do on so many levels. They take pride in the success of our HOA.”
  • “…many good recommendations based on her extensive experience.” 
  • “…excellent budgetary information and guidance.”
  • “The entire CMA staff has provided excellent customer service…. incredibly helpful in their support and guidance.”

Why We Survey Our Board Members

An annual formal online survey enables us to analyze and respond to your feedback in a methodical way.  While we talk with board members and owners on a daily basis, we use the survey results to identify trends, compare year-over-year data and zero in on your key concerns. That's why we talk with our clients and listen to their feedback. We want to understand your needs and to serve you better.
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