BRIAN PAIGE RECEIVES BEACON AWARD
BRIAN PAIGE RECEIVES BEACON AWARD
significantly increasing prices for all their customers outside of HOAs.
“ That approach backfired,” Hayes says.“ Rather than solving our issues, the price hike created a negative perception in the marketplace. Clients who declined our services speculated about our motives, and those who stayed raised their expectations because of the higher rates. It was a lose-lose.”
Now, instead of forcing a fit, Sullivan’ s will gracefully decline opportunities that are not an ideal fit and refer these leads to other reputable companies better suited for their needs.
“ This shift has helped protect our reputation, improve client satisfaction, and focus our resources on the right relationships,” Hayes says.
Fliginger agrees providing other service provider recommendations is a good way to amicably part ways with a client who is no longer idea for your operations.
Advice for Others
Furtick says you should keep refining your processes, stay open to change, and use technology to adapt, but never lose sight of your core strengths.
“ Anyone can cut grass,” Hayes says.“ The game is to find something you can offer that no one else does and then invest everything you have to fine-tune your entire team to deliver in a way that separates you from the competition.”
While it can be tempting to consistently add on new services, Riddle says sometimes these can be more of a distraction for your team.
“ Do not give in to FOMO – the fear of missing out,” Riddle says.“ Make yourself and your team do the hard work to develop a business case that’ s defensible complete with a business plan. Get outside advice from people who are not emotionally attached to the idea and familiar with your industry.”
Riddle notes you also shouldn’ t reconfigure your business solely to attract private equity or M & A offers.
“ If you began the journey with the end / exit in mind then you will have younger leaders, partners to transition the business to,” Riddle says.“ In any case, rushing around to reconfigure the business just to sell it is never a good idea. The good news is the market values stable revenue, high customer reviews and healthy profit margins. If you have shown the ability to achieve this with your business model you will be attractive to the right buyer.”
Reprinted from NALP’ s The Edge Magazine, September 29, 2025.
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