{"id":2607,"date":"2020-09-11T17:05:46","date_gmt":"2020-09-11T17:05:46","guid":{"rendered":"https:\/\/www.pdsaz.com\/?p=2607"},"modified":"2020-10-02T19:00:38","modified_gmt":"2020-10-02T19:00:38","slug":"looking-back-on-the-evolution-of-pds-25-years-strong","status":"publish","type":"post","link":"https:\/\/www.pdsaz.com\/wp\/looking-back-on-the-evolution-of-pds-25-years-strong\/","title":{"rendered":"Looking Back on the Evolution of PDS. 25 Years Strong!"},"content":{"rendered":"

Planned Development Services (PDS) is celebrating 25 years in HOA Management this month!\u00a0 We thought we would turn the mic to our Founder & President, Lori Rutledge….who is also our leader, coach, mentor, and friend. Let’s dive in and spend some time to learn more about her journey and how PDS has evolved.<\/span><\/p>\n

 <\/p>\n

Let’s start with an easy question that many people don\u2019t actually understand, <\/span>What<\/span> is an HOA?<\/span><\/span><\/h5>\n

Lori: An HOA<\/span> generally, <\/span>with the help of a management company, <\/span>oversees the management of <\/span>various types of <\/span>communities. <\/span>Ie<\/span>;<\/span> townhouses, master planned communities, planned communities and condos.<\/span> \u00a0<\/span>HOA\u2019s were formed to assist cities with the managing of common areas as well as to protect the overall equity of the homeowner\u2019s property.<\/span><\/p>\n

 <\/p>\n

Why did you decide to take over PDS? What was your inspiration?<\/span><\/h5>\n

Lori: I really like<\/span>d<\/span> the idea of HOAs, <\/span>it is my belief that they <\/span>are essential <\/span>as <\/span>they protect the equity of, <\/span>and aesthetics in a community. \u00a0<\/span> The whole idea is to make sure that a person\u2019s largest (in most cases) investment is protected and increases over time. \u00a0An HOA is also to create a harmonious \u201ccommunity\u201d for families to live in. <\/span><\/p>\n

I\u2019ve been in real estate at some level or another for thirty years, and this was an organic evolution for me.<\/span><\/p>\n

 <\/p>\n

How many HOA communities does PDS manage?<\/span><\/h5>\n

Lori: We have approximately 130 communities that we manage, <\/span>with a total of abo<\/span>ut 35,000 doors.\u00a0<\/span><\/p>\n

 <\/p>\n

How has PDS evolved since you founded it? What <\/span>drove<\/span> your evolution?<\/span><\/h5>\n

Lori: I think it (our evolution) happened organically\u2026.there was a need and we filled it. Most of our new business comes from referrals, so I like to think it\u2019s because we are doing a great job. <\/span>We know what we\u2019re doing. We\u2019ve created programs and plans that really work <\/span>to<\/span> help associations do better<\/span> both financially and aesthetically.<\/span><\/p>\n

 <\/p>\n

What are some of the biggest lessons you have <\/span>learned in HOA Management,<\/span> that you would like to share?<\/span><\/h5>\n

Lori: I think the biggest lesson I\u2019ve learned in the 20 plus years I\u2019ve been running PDS is surrendering to the change! (Laughs). Things are going to change, and we really <\/span>have to<\/span> adapt. Nearly every year there are legislative changes that require us to <\/span>adjust how we manage properties while still accomplishing our goal of making them great<\/span>.<\/span><\/p>\n

 <\/p>\n

PDS has a lot of women in leadership, including yourself. Was that a conscious decision? If so, why? (we think it is remarkable).<\/span><\/h5>\n

Lori: Not really. This industry when I got into it was very male dominated. Most managers were men, most of the people in leadership were men.<\/span><\/p>\n

I was raised by a very strong woman, so it\u2019s just who I am. I don\u2019t think there was a possibility for me to be anybody different.<\/span><\/p>\n

I believe in working with people who want to make change<\/span>, it doesn\u2019t matter to me whether they are male or female. <\/span>We\u2019re a very philanthropic organization<\/span>, which tends to be a big part of who we are and who we hire to work with us.<\/span><\/p>\n

We were very small when I first purchased the company. I think there were seven of us, total. Now there are more than fifty of us! <\/span>So<\/span> we did everything back then. We would have mailing parties when a mailing<\/span> had to go out, <\/span>as <\/span>we didn\u2019t have fancy machines that did it for us<\/span> back<\/span> then. <\/span>We had to stuff and lick envelopes. Really it was about people who respect<\/span>ed <\/span>that, that stayed with me. I\u2019ve had people that have been with PDS the entire time, since the beginning. Our Chief Financial Officer worked for PDS when I bought the company and she\u2019s still with us to this day.<\/span><\/p>\n

I have no preference one way or the other – it (PDS) has just become what it has become. It\u2019s just <\/span>happened naturally that we have many women in leadership<\/span>. <\/span>It\u2019s about being the type of employee that is willing to do whatever it takes. \u00a0<\/span>I hire to <\/span>team work<\/span>, maybe even more than qualifications. \u00a0We only hire people that are willing to do whatever it takes to<\/span> get the job done. \u00a0Sometimes that means doing something that\u2019s not in your job description, like emptying the trash or helping clean up after an event. \u00a0We all work together to get whatever needs to be done, done.<\/span><\/p>\n

 <\/p>\n

How would you describe being a woman business owner today versus 25 years ago? Has anything changed?<\/span><\/h5>\n

Lori: It has changed so much! When I first started working it didn\u2019t matter what position you held\u2026 back then it was absolutely a man\u2019s world. There were very few women in charge.<\/span><\/p>\n

I worked for a developer. I was the only woman on the management team of about 20 people. It never failed in any of those meetings that at least one or two men would ask me to get them a cup of coffee.<\/span><\/p>\n

It was just the world we lived in. If you got pregnant, which I did 30 years ago, the fear was that you just couldn\u2019t handle the job, so you worked twice as hard to prove yourself. I hope that the people who work for me, whether they are male or female, don\u2019t feel like they <\/span>have to<\/span> do that.<\/span><\/p>\n

It feels different (now). Sexual harassment back then was crazy! You just had to ignore it for the most part. There is less of that (sexual harassment) now. The glass ceiling has shattered, a bit. It\u2019s still there <\/span>but not in my company <\/span>\ud83d\ude0a<\/span><\/p>\n

It certainly isn\u2019t perfect, but it is a thousand times better than it used to be.<\/span><\/p>\n

 <\/p>\n

Why is this work important?<\/span><\/h5>\n

Lori: I<\/span> think we are protecting people\u2019s property values. People matter to me, so the business matters. This is the largest investment for most people, so I do believe we make a difference.<\/span><\/p>\n

 <\/p>\n

What do you think most people misunderstand about HOAs?<\/span><\/h5>\n

Lori: I think there is a <\/span>communication <\/span>problem in the industry. I\u2019ve fired my share of HOA Board<\/span>s due to a lack of communication. \u00a0<\/span>I believe we\u2019re a partnership, the HOA Board, the homeowners, and the entire community. If I have a Board<\/span> that wants to consider our relationship adversarial and not in partnership, we just cannot continue to work with them. I also have worked with many HOA Boards that believe they are the trash can police and want to rule their communities, rather than work with their homeowners as a team. \u00a0This never ends up well, so I strive to encourage partnership above all else.<\/span><\/p>\n

That\u2019s the goal of all of this. We work with HOA Boards, we educate them<\/span>. \u00a0<\/span>We do bi-monthly Board classes where we talk about having a more reasonable perspective, as opposed to being <\/span>the big bad <\/span>HOA. <\/span>That\u2019s not what we\u2019re out there to do.<\/span><\/p>\n

We\u2019re not the police. We\u2019re not there to solve every problem, but we are there to <\/span>work with them to create a<\/span> great community.<\/span><\/p>\n

 <\/p>\n

How is PDS different from other Arizona HOA Management Companies?<\/span><\/h5>\n

Lori: We <\/span>have<\/span> an employee-driven culture. That sounds kind of <\/span>strange<\/span>, because we should be thinking of our bottom line for our community associations, right? But when I take care of my employees – this is a <\/span>really difficult<\/span> business<\/span> (<\/span>people don\u2019t usually call to thank us<\/span>)<\/span>. If I focus on my employees, they have a great life with this company, and their experience is excellent, they will pass that on<\/span> to our customers<\/span>. Therefore, I focus on my employees, I focus on the experience that they have, I encourage them to pass that on to our clients and to our customers, as well as giving back<\/span> to our community<\/span><\/p>\n

We look at it as a whole picture. When somebody calls us and has a problem, for example they aren\u2019t working because of the pandemic, we\u2019re going to work with them.<\/span><\/p>\n

(Our clients) don\u2019t get a recording when they call. They get live people who transfer them to live people, not a<\/span> voicemai<\/span>l. <\/span>This is essential to our business model<\/span>. We call it \u201cSolution Hotline,\u201d because we want to be providing solutions. One of the most challenging things about the HOA industry is communication.<\/span><\/p>\n

It makes sense, if I\u2019m a manager – I\u2019m out in the field a lot. I\u2019m not sitting at my desk waiting for the phone to ring. Our solution to that is that each of our employees dedicates a certain amount of time to the phones. We have very experienced managers in this industry, so if someone calls and has a standard question, anyone answering the phone here is very well-versed in answering those questions.<\/span><\/p>\n

What I take the most pride in is, when people are ready to get off the phone, and they ask, \u201cIs there anything else I can help you with?\u201d Eighty-five percent of the time the answer is \u201cno, thank you, I really appreciate that I could talk to a live person and get my question answered.\u201d<\/span><\/p>\n

We put that in place about ten years ago. I\u2019m so proud of that.<\/span><\/p>\n

We have a huge database of all the HOAs and their policies so that anyone answering the phone can answer just about any question.<\/span><\/p>\n

 <\/p>\n

It sounds so simple! Not simple to implement, I\u2019m sure\u2026\u00a0<\/span><\/h5>\n

Lori: It is simple. You answer the phones, you answer the questions.<\/span><\/p>\n

 <\/p>\n

What would you like to evolve in the industry and with PDS in the next 25 years?<\/span><\/h5>\n

Lori: The biggest thing I want to see continue to evolve and grow is education, because when managers, board members and homeowners are educated, the more they understand what they can and cannot do, and the more they understand why we do what we do. I think that\u2019s <\/span>really essential<\/span>.<\/span><\/p>\n

We offer frequent educational opportunities for our Board members, but usually the same 40 to 50 people show up, and we have 500 in our portfolio. So we\u2019re looking to do more quick learning opportunities, more YouTube videos and what not, about the Arizona HOA laws, federal laws, the documents that were created, so people can understand why we do what we do and how we do it. Then the Board members can educate the homeowners, and there\u2019s less frustration.<\/span><\/p>\n

Education is a good thing. I\u2019d like to see a lot more of that.<\/span><\/p>\n

I would also like to see more education for policymakers, so they understand how new and changing <\/span>legislation <\/span>impact<\/span>s<\/span> homeowners and associations in Arizona.<\/span><\/p>\n

 <\/p>\n

Is there anything else we should know?<\/span><\/h5>\n

Lori: I<\/span> really feel honored to be a part of something bigger, because this is something bigger. I want to continue our philanthropic work, like feeding the hungry and donating water in the Summer…. Etc. For me, it\u2019s not enough to be a company. We <\/span>have to<\/span> do, and be something bigger. That\u2019s something we always strive for and I want to continue to do that.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Planned Development Services (PDS) is celebrating 25 years in HOA Management this month!\u00a0 We thought we would turn the mic to our Founder & President, Lori Rutledge….who is also our leader, coach, mentor, and friend. Let’s dive in and spend some time to learn more about her journey and how PDS has evolved.   Let’s […]<\/p>\n","protected":false},"author":2,"featured_media":2613,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[52,60,4],"tags":[1555],"class_list":["post-2607","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-building-community","category-certified-association-managers","category-news","tag-pds-anniversary"],"acf":[],"yoast_head":"\nLooking Back on the Evolution of PDS. 25 Years Strong! - Planned Development Services<\/title>\n<meta name=\"description\" content=\"Planned Development Services is celebrating 25 years in HOA Management this month!\u00a0 We thought we would turn the mic to our Founder & President, Lori Rutledge....who is also our leader, coach, mentor, and friend. 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