Managers of NC/SC HOA Management Company, Association Management Group, Learn Winning Communications Tactics to Improve Customer Experience

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Greensboro/Winston-Salem-based Homeowners Association Management Group, AMG, Boosts HOA Customer Satisfaction with Tactics on Authentic Communication From Dr. Lori Baker-Schena During Recent Four-Day Retreat.

Dr. Lori Baker-Schena of Baker Schena Communications recently presented a four-day training event on effective communications to community managers of AMG, Association Management Group.

“Good communication is good for business. Dr. Baker-Schena taught us the most effective way to express ourselves so we can be more successful in helping the communities we work with stay healthy, attractive and connected.” –Sylvia Elizondo

(NC/SC) Community managers of AMG, Association Management Group, one of the Carolinas’ largest professional homeowner association managers with five offices in North and South Carolina, learned how to improve customer satisfaction through better communications at a recent staff retreat. The four-day training event featured Dr. Lori Baker-Schena of Baker Schena Communications, a California leadership consulting firm. Dr. Baker-Schena united the expertise of an MBA and doctorate in organizational leadership with the motivational power of more than 20 years as a university professor in her dynamic workshop on effective communications for AMG managers. The team explored topics including approaching difficult topics with empathy, tactics for staying on point during challenges and tips for remembering common goals and staying focused on the end game: a positive customer experience.

“Good communication is good for business,” said Sylvia Elizondo, Community Manager with the AMG Greensboro office. AMG community managers work with homeowners associations in NC and SC to support governance–from liaising with volunteer boards and helping with negotiating contracts and ratifying budgets to assisting with maintenance issues and improving community communications. “Our job is to represent the community and keep their best interests at heart,” Elizondo explained. “People make decisions based on what you say and how you say it, so it’s important to present yourself in a positive and appropriate way. Dr. Baker-Schena taught us the most effective way to express ourselves so we can be more successful in helping the communities we work with stay healthy, attractive and connected.”

According to AMG founder and President, Paul Mengert, the workshop focus was centered on managing expectations–and then exceeding them. “AMG has an ongoing mission and proven track record of being the industry leader in satisfaction,” he stated. “Our role as managers of HOAs is to get the right, professional help to handle the day-to-day work as well as the challenges for our clients. We support customers by bringing the best minds and solutions to issues which, ultimately, result in satisfaction. This training session helps us accomplish that.”

About AMG: AMG is a professional community association management company dedicated to building effective community associations. AMG guides and assists executive boards to help protect the association's interests, enhance the lives of community members and improve the property values in the community. With offices throughout the Carolinas in Greensboro, Winston-Salem, Charlotte and Raleigh, NC, and Greenville and Aiken, SC, AMG is a knowledgeable partner in enforcing community governing documents with a proven set of processes and techniques, and supporting communities with a broad range of services which can be tailored to individual community needs. Association Management Group, Inc. is a locally Accredited Business by the BBB and is a nationally Accredited Association Management Company (AAMC) by the Community Associations Institute. For more about AMG, visit

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Nikki Warhurst

Dacy Flynt
Association Management Group - Carolinas
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