Where the Balance of Power Really Sits

In most industries the customer can switch providers. In strata, the usual dynamics don't apply.

Following on from my last post…

In most industries, the balance of power is clear. The customer:

chooses the service provider
expects a certain level of service
and if that service isn’t delivered, can simply elect to move to another provider

In this environment, it’s different.

Committees are volunteers, yet are expected to provide governance and oversight over building management performance, often with limited time, limited visibility, and little direct control.

Service arrangements are long term. They can change hands, with little, if any, input from owners. And switching providers isn’t simple or immediate.

All of this sits alongside a significant financial commitment from owners — thousands of dollars each year in body corporate fees.

So the usual dynamics don’t apply. The ability to influence performance, respond to changes, or act when something isn’t working isn’t as straightforward as it would be elsewhere.

And that’s where the real complexity sits.

That imbalance doesn’t just affect performance. It also impacts the experience of living in the building and, ultimately, can affect its value.

It changes what committees are expected to manage, as volunteers representing sometimes hundreds of other residents in what is often their most important asset, where the stakes are now high, both financially and emotionally.