The Challenge
Homeowners Association board: outgoing president brought consultant Simon Markus building much-needed community website (vision = central hub for members: announcements/financial transparency/maintenance requests/community engagement). Project immediately met internal hostility—newly appointed secretary “totally against us getting website” questioning value/technical specifications/necessity creating resistance wall challenging every plan aspect creating toxic project environment. Situation so tense outgoing president warned consultant beforehand “this woman was going to be coming, and she’s a bitch, basically.” Project dead on arrival not due technical/financial issues but because single powerful internal detractor. Core pains: internal sabotage (key stakeholder actively working against project creating conflict stalling progress before could begin), lack unified vision (board fragmented: some saw clear digital platform value, others stuck in old thinking resisting change), over-complication + technology fear (initial proposal including advanced features like gamification/tokens too complex for non-technical board members, complexity fueled fear giving detractors ammunition arguing against project, target users older requiring simplicity “It has to be simple”).
The Approach
Twofold strategy: (1) Simplify project to essential components making accessible + non-threatening to board, (2) Patiently navigate political turmoil. Process: acknowledging political reality (listened to client’s internal conflict concerns, instead forcing confrontation adopted patience strategy understanding internal politics needed resolving themselves—unexpected dissenting secretary resignation cleared path for productive conversation), pivoting to simplicity (recognizing initial feature-rich demo overwhelming refocused discussion on core undeniable community needs: secure members’ portal for paying members accessing finances/private HOA documents, public-facing information hub for community-wide announcements/events/holiday calendar, streamlined maintenance ticketing system replacing inefficient email-based broken lights reporting, directory for local services replacing complex e-commerce shop providing resident value + potential advertising fee revenue stream), demonstrating value through phased approach (new plan “start with basics”—launching simplified but highly functional version first = demonstrate immediate community value building momentum encouraging members contributing ideas for future enhancements organically ensuring platform evolved based real user needs “Once they get it and see it, everybody’s going to come with ideas”).
The Results
Project relaunch + board alignment (simplified proposal easy understand + universally accepted, board now aligned on clear phased rollout addressing community’s most pressing needs without overwhelming users/administrators), increased efficiency + transparency (new website replaces scattered Facebook pages + emails system with single secure truth source, ticketing system alone saves board significant administrative time improving all residents service), foundation for future growth (while starting simple platform built on robust scalable foundation, features like gamification/e-commerce can be added later as community becomes more comfortable with technology ensuring website can grow/adapt for years). By navigating internal politics with patience + strategically simplifying technological solution successfully rescued failing project empowering HOA board with tool enhancing communication/improving efficiency/strengthening community long-term.
The more efficient system wins. Always.