Frequently Asked Questions
Here we answer some of the most common questions we hear from associations that are seeking a new management firm:
"What truly makes you different from your competitors?"
Our clients tell us that it's our passion and dedication to excellence in everything we do. We go above and beyond because each and every employee is held to the highest standards. We provide a level of service to boards and owners that is unsurpassed by any other property management company in Chicago.
In addition to our "obsession" with excellence, other key factors that make us different include our:
- experienced and dedicated management personnel
- innovative cost saving programs
- 24/7/365 accessibility
- unique and accredited training programs
- leadership in technology development
- very low turnover of leaders and managers
- emergency preparedness and response
- exclusive insurance program
Our superior service has led us to being named Management Company Of The Year by IREM® (Institute for Real Estate Management) in 2006, 2007 and 2011.
"Can you explain how you would save our association money?"
We are always looking for ways to reduce our clients' operating expenses while maintaining excellence. One of the ways we do this is by leveraging all of our properties citywide to take advantage of group buying discounts. Associations that take advantage of our group buying discounts save thousands and sometimes tens of thousands of dollars; they work with some of the most prestigious vendors/contractors in the city who also provide the best quality work and service to our clients. We also have an insurance program, which will reduce your premiums while providing higher limits and coverage than your association could obtain on its own.
"Outside of your management fees, what other fees are there?"
None! The management fee is all inclusive. Unlike many of our competitors, who have additional fees that are often hidden, we feel that a flat fee eliminates client surprises and builds trust. There are standard charges (i.e. lock-box service, photocopying, postage, general office supplies, and an annual software license fee) that are simply passed through to the association.
"What controls do you have in place to ensure there is no mishandling/co-mingling of association funds?"
We have a number of controls in place to handle this. Every association has a separate operating account and if appropriate, a separate reserve account.
We also have strict guidelines when it comes to paying vendors. Any checks written over $1,000 requires two signatures. All checks are mailed to vendors; they are not allowed to pick up a check from the Corporate Office.
"If we hire Sudler, how will you ensure there's a smooth transition between our current management company and yours?"
Your Sudler Property Supervisor will create and institute a 30/60/90 day transition plan which addresses all facets of your association's operation. This plan includes contract reviews, insurance coverage, emergency procedures, financial and collection policies, inspection of the property, etc. The supervisor will spend as much time on site as necessary to ensure that the transition goes as smoothly as possible.
"How experienced are you in handling emergency situations?"
We have received accolades from city officials and clients for how we've handled emergencies, which could have been catastrophic. Our ability to respond to emergencies is unmatched by any other property management company in Chicago because of the unique, comprehensive team approach that we devote to every emergency. Whether a situation occurs at 3:00 am on New Year's Day or at noon on an average weekday, you can expect the same high level of responsiveness.
Sudler Supervisors, Managers and Engineers carry pagers and cell phones with them at all times and are on call 24/7/365. Back up coverage is scheduled when a Manager or Supervisor is on vacation. Our 24/7 Online Call Sheet (which lists every vendor a property uses) is available to every Supervisor, providing call procedures for both staff and management. Our 24-Hour Emergency Response Call center is staffed with humans, not voicemail, so you are guaranteed a response from the on-call Sudler staff within 20 minutes of your call.
"How long have been managing other properties?"
We are very proud of the long-term partnerships we have with our clients.
- About 55% of clients have been with Sudler between 10 and 80 years.
- The other 45% have been our clients from 5 to 9 years.
We believe our long partnerships help us better understand the needs of the property and lets us work collaboratively to come up with the best solutions to the challenges they face.
"How can you help us determine if our replacement reserves are adequate?"
We work with reserve study specialists who can provide cost information for the replacement of major components. If your association has not conducted a reserve study in the past, we will recommend companies that can conduct a study for you. These professionals will provide a complete analysis of your association's reserves to determine the adequacy of current reserves and the required annual funding. The Supervisor and Manager review all reserve calculations annually during the budget preparation process and provide recommendations to the property.
"What kind of technology do you use that can better help both our Board and our residents?"
Among all the property management companies in Chicago, Sudler is the leader in technological development and its utilization. Boards and associations enjoy our comprehensive, up-to-the minute reporting capabilities on all financial matters related to the property. Residents benefit by accessing Sudler@Home our virtual account summary and communications platform available exclusively to residents of properties we manage.
"You state that Sudler creates the best possible living environment for owners and residents. How do you manage and motivate your employees to do that?"
The most important thing is that we hire and retain the best employees in the business… and they love what they do! We motivate our staff and offer recognition programs where excellent customer service is rewarded. This helps ensure that with Sudler, you're always coming home to excellence.
If you have additional other questions, please feel free to contact us any time.