If you really want to know how your building runs, ask the people who keep it running.
Superintendents. Porters. Front desk staff. These are the folks who handle resident needs, vendor coordination, everyday emergencies—and all the invisible work in between.
So what do they wish boards understood better? We work hand-in-hand with supers, porters, and front desk staff across our NYC buildings. When we onboard a new building, we hear a lot of consistent themes, about what makes board-staff relationships thrive, and where they sometimes fall short. Here’s what supers and onsite team members have shared with us.
1. “We know your building inside and out—use that”
“Sometimes boards bring in outside consultants before even asking us what’s going on. We’re here every day. We know what’s broken, what’s been patched five times, and what’s just overdue.”
Your building staff have deep, hands-on knowledge. Tapping into that before making decisions—especially for capital projects or maintenance upgrades—saves time, avoids rework, and builds trust.
👉 Related: What to know before hiring an engineer for your building’s next capital project
2. “Clear communication saves everyone stress”
“One day we’re told the lobby is getting redone. The next, a resident is upset about the noise and we didn’t even know what to say. It makes us look unprepared.”
Keeping staff in the loop—especially on timing, policy changes, or resident-facing projects—helps them manage resident expectations and keeps operations running smoothly. A quick update goes a long way.
👉 Related: Top 10 things to do when joining the board
3. “Respect goes both ways”
“We get that boards are under pressure. But when decisions are made without context, or people talk down to us—it’s hard to stay motivated.”
Building staff are professionals. A culture of mutual respect—saying thank you, acknowledging good work, addressing issues privately—can lift morale and lower turnover.
4. “Ask for our input before making new rules”
“There was a new policy about bulk trash with no heads-up. We could’ve told them it wasn’t going to work the way they planned.”
From package rooms to recycling policies to Local Law 11 prep, staff often have real-world feedback that can help boards make better, more practical decisions.
5. “We care about the building—help us keep caring”
“The best boards are the ones that see us as part of the team. When they support us, we go above and beyond.”
Small things matter: fair scheduling, proper staffing, chances for training or growth, and just checking in once in a while. When staff feel supported, they show up for the building in a big way.
Checklist: How boards can build better relationships with building staff
Use this as a reference for your next board meeting or building walkthrough:
- Schedule regular check-ins
- Set up monthly or quarterly meetings with the super to discuss priorities, updates, and any issues.
- Define roles clearly
- Make sure everyone—from board members to supers to porters—understands their scope of work to avoid confusion.
- Provide access to resources
- Ensure staff have the tools and training they need to do their jobs well.
- Establish open communication channels
- Make space for staff to share feedback or raise concerns—without fear of being overlooked.
- Acknowledge great work
- Whether it’s a thank you or a building-wide shoutout, small gestures build long-term goodwill.
Better buildings start with stronger teams
Great boards and great staff have something in common: they care about the community. When those relationships are built on communication, trust, and shared purpose, the entire building feels the difference.
Want help building stronger, more collaborative operations? Daisy has an entire team dedicated to working with onsite teams, making sure they get the support they need to do their jobs well.
