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5 Star Champions | September 2020

Each month we feature five winners and connect their stories to the 5 Star principle they best represent. 

Tim Connolly, MRCM (Canada)

Nomination by Craig McMillan: The following email was sent to me from the president of a community MRCM has managed for more than 3 decades: 

Hi Craig,

In today's environment, people will complain when things are not going their way but fail to acknowledge a job well done. You did the right thing when you hired Tim and his colleagues from MEW. I have known Tim ever since I joined the Board of Directors in 2009. He is a very reliable and conscious worker. Here is what he did that encouraged me to email you. We have a 90-year-old woman who is fragile and has difficulties leaving her house or going in backyard because of prefab steps. Tim suggested that we buy a more suitable step and install a handle bar at the front and back of her unit. This woman is very happy that she can now move in and out of her unit without the fear of falling. Her daughter emailed me from overseas to express her gratitude that her mom can leave her house at her own will without any fear of endangering herself. Please advise Tim's supervisor of his great work that help prevent any injuries to one of our elderly seniors.

5 Star Principle: Demonstrate Care

Chris Hancock, Kramer-Triad (Michigan)

Nomination by Reva Kramer: Chris Hancock is the complete package. With COVID-19, many associations were concerned about annual meetings. Chris was one of the main people to spearhead a solution. After finding a solution, he trained the team in the new program and process. Even once the process was underway, he never gave up. I personally called him, skyped him and emailed dozens of times. He was always willing to stop and walk me through the process until I was comfortable. It can be difficult learning while working remotely and he made sure we all understood it. He shows care when I might not get it the first time (or second). He makes me feel like we can all get through this. Because of this, I continue to feel safe to go to him with my questions. He always reaches back out to me to see how things worked out. Chris makes things are done right from the begging to the end. I truly don' t know what this company would be like without him, and I am glad we don't need to find out.

5 Star Principle: Communicate Effectively

Chris Sandoval, Canyon Gate (New Mexico)

Nomination by Melissa Chavez: Chris Sandoval, our AOC Tech at Canyon Gate, consistently demonstrates what it is to be a 5-star champion daily. I am an Onsite Manager and he is instrumental in helping maintain the high expectations we hold for our community and he does it effortlessly. His ability to immediately connect with the boards, residents and staff is incredible to witness. After each job, big or small, I receive pleasant phone calls about his work ethic, attention to detail, quality of work, and his ability to connect on a personal level with each homeowner. I even have a homeowner who calls to check on him when she hasn't seen him in a while to make sure he and his family are doing well. She always says how special he is because he genuinely cares about their needs, takes pride in his work, and makes sure that the job is complete down to the last detail. It is rare that you find employees who connect on this level and deliver such a well-rounded, high-quality service. He makes our jobs easier knowing we don’t have to worry about the quality of workmanship, accountability, and effortless follow though. I am proud to have him on our team!!

5 Star Principle: Build Relationships

Liz Engelken, PMG North Texas 

Nomination by Mike Thomas and Shawn Fazekas: Liz embodies the spirit of “team work makes the dream work”. She wears multiple hats and with her wealth of industry knowledge, is always ready to step in and lend any department a hand. Her dedication to her job, helping others, and the overall success of PMG North Texas truly motivates her team. Liz has been pivotal in the restructuring of the AOC department; she processes monthly management fees, reimbursables, property billables, manages our AR list, processes credit memos and handles AP invoice submissions. The list goes on and on. Thank you, Liz, for your tireless effort and dedication to making PMG North Texas the successful branch it is today.

5 Star Principle: Exercise Leadership

Cordelia Cronen, Associa Minnesota

Nomination by JoAnn Borden: Cordelia was instrumental in safely getting a community pool open for the summer. A homeowner sent this gracious email.

Hello Cordelia,

Please pass on our heartfelt appreciation to all of the staff who worked so hard to open our pool and keep it open this summer!  Our family was so thankful to utilize it this summer and have that one piece of normal to look forward to.  It amazed me how much the kids all played with each other, obviously having missed each other.  We appreciate the great lengths you all went to organize signups, develop new policies, and adjust along the way to keep it a safe and fun experience for all of us. 

Thank you also for changing up the summer routine: the food trucks, movie nights, scavenger hunts were fantastic.  It is nice to know that you all have continued to put something out there for all to enjoy.

We are so lucky to have such a great community and staff that continues to put out great events in the midst of this pandemic.


Amy Strong (and the Strong Family)

Cordelia and her team did a fantastic job of owning the resolution! Pictured above left-to-right back: Shiney Vang – Community Manager, Nathan Cornelius – Facilities Manager, Sofia Niaz – Events Director; Front: Cordelia Cronen – General Manager

5 Star Principle: Own the Resolution