Key takeaways
Lessons from 45 years of condo management
- Answer every message, even before you have the answer. Marty’s father taught him to say he got the question and would look into it, then always follow up.
- Match each manager to the right buildings. Connelly & Company assigns properties based on the building’s personality and lightens a manager’s portfolio when they take on a large high-rise.
- People still want a live person on the phone. The company kept its receptionist, and Jared shares that callers hung up on the AI receptionist Picture Perfect Cleaning tested.
- Condo management takes a thick skin, the ability to switch off after work, and the backbone to hold the line on bylaws and the Condominium Property Act.
- Marty values janitorial partners who respond fast and help with on-site tasks outside their contract, like hanging elevator pads and programming intercoms.
About the guest
MC
Marty Connelly
Broker and Owner, Connelly & Company Management
Marty runs the Calgary condo management company his parents, Al and Colleen, started in 1980. He trained in SAIT’s professional cooking program and ran restaurants before returning to the family business, which he has led day to day for 10 to 15 years.
Episode summary
In this episode
Jared Sarbit talks with Marty Connelly, broker and owner of Connelly & Company Management, a Calgary condominium management company his parents started in 1980. The firm now manages more than 100 properties, from 4-unit townhomes to 200-unit high-rises.
Marty shares how he grew up in the family business, why responsiveness and transparency define the company, and what managing a timeshare in Maui taught him about working on local timelines. He also explains how reserve fund studies guide repair planning, why his IT lead is telling him to wait on AI, and how the book Traction shapes his leadership team.
A good listen for condo board members, newer property managers, and anyone thinking about a career in condo management.
Chapters
- 0:00Episode preview
- 1:43Introducing Marty Connelly
- 3:01How Al and Colleen started the company
- 4:36From professional cooking to condo management
- 8:00Getting back to every customer
- 11:51Managing 4-unit townhomes to 200-unit high-rises
- 13:11Managing a timeshare in Maui
- 18:05Keeping a live receptionist
- 21:51What Marty looks for when hiring
- 26:17Planning repairs with reserve fund studies
- 29:30Choosing a janitorial partner
- 33:38Book pick: Traction
Jump to a chapter (12)
- 0:00Episode preview
- 1:43Introducing Marty Connelly
- 3:01How Al and Colleen started the company
- 4:36From professional cooking to condo management
- 8:00Getting back to every customer
- 11:51Managing 4-unit townhomes to 200-unit high-rises
- 13:11Managing a timeshare in Maui
- 18:05Keeping a live receptionist
- 21:51What Marty looks for when hiring
- 26:17Planning repairs with reserve fund studies
- 29:30Choosing a janitorial partner
- 33:38Book pick: Traction
From the conversation
Transcript excerpts
…when customers are asking questions about work being done, you may not have the answer, but at the very least, you can at least say, “I got your question. Let me look into it. I’m going to get back to you.”
Marty ConnellyPlay from 8:00
A lot of times this is the biggest investment that these people will make and so they take it very seriously and we have to as well.
Marty ConnellyPlay from 0:14
Still to this day we have a receptionist and when you phone our office, you get a live person.
Marty ConnellyPlay from 18:13
Looking for a cleaning partner that answers fast?
Picture Perfect Cleaning works with condo and property managers across Calgary and Edmonton. We’ll walk the building and send a written scope and price. Free, no obligation.
Read the conversation
Full episode transcript
Show transcript
Paste the edited transcript here.
FAQ
Condo management questions
What does Connelly & Company Management do?
Connelly & Company Management is a family-owned condominium management company in Calgary, founded in 1980. It manages more than 100 properties, from 4-unit townhomes to 200-unit high-rises, across Calgary and nearby communities like Strathmore, Cochrane, and High River.
What makes a good condo property manager?
Marty Connelly looks for people who don’t take complaints personally, can switch off after work, and will hold firm on the bylaws and the Condominium Property Act. He says someone who agrees to everything won’t last in condo management.
What do condo managers look for in a janitorial company?
Responsiveness. Marty relies on janitorial teams that answer quickly and help with on-site tasks outside their contract, like hanging elevator pads and programming intercoms. His company pays those partners quickly in return.
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