CoastLINES

http://twitter.com/fcaaonline

THE OFFICIAL NEWSLETTER OF THE FIRST COAST APARTMENT ASSOCIATION

www.fcaaonline.com July / August 2018

Summer r e l z Siz FCAA

FCAA

http://facebook.com/FirstCoastApartmentAssociation

PAGES 6-7

JULY DINNER MEETING PAGES 24-25

SEPT. 21, 2018 ST. JOHNS GOLF & COUNTRY CLUB

PAGES 32

PLUS…

ONLINE PAPERLESS EVICTION PROCESS – Input and Go!

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FAX 1.800.367.9038 info@evict.com

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OFFICERS SHANNON GREGORY, President WRH Realty Services APRIL HUDSON, President Elect Milestone Management KEN FURTAW, Treasurer WRH Realty Services KATIE WRENN, Immediate Past President WRH Realty Services

CoastLINES

CON­TENT

6-7

Summer Sizzler Pictures

COMMUNITY DIRECTORS

8

Checking Customer Satisfaction: Rare or Well Done?

BRIAN CRON Oaks at Normandy

12-13 An Analytical Approach to Interior Design

BRIAN DAVIES WRH Realty Services

17-20 Industry Resource Guide

BETH LAKIN The Loree

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Legal or Not?

JODY MAYOR Fort Family Investments

23

2018 Premier Sponsors

MICHELLE MURPHY MAA

24-25 July Dinner Meeting Pictures

SHARON STEFFEN Mission Springs

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CRE Investing - $100 Is Worth It - Energy Audit/Upgrade

31

FCAA Graduates

32

Investigating Search-to-Lease Time-frames

33

Annual Golf Tournament Registration Page

MELISSA WENGER, Assoc. Vice President Affinity Waste Solutions

BRENDA SHERRILL 5 Thousand Town ASSOCIATE DIRECTORS HOLLY FOX ET&T Distributors JASON FROTTEN HD Supply

Summer Sizzler FCAA

JULY

DINNER

MEETING

FCAA

SEPT. 21, 2018 ST. JOHNS GOLF & COUNTRY CLUB

DUSTIN HAWLEY RentPath JEFF JACKSON Sherwin-Williams TERRI JEFFRIES Cutting Edge Carpet MAINTENANCE LIAISON KRIS MILLERSCHONE Lakeside DIRECTORS EMERITUS DARLA ERDELYI Giglio Signs JOHN GRAY Restore24 DALE PRITCHARD A Greener Image

Calendar of Events!

8/9 Bowl-A-Palooza 8/14

Next Gen Committe Meeting

8/16

“Swing into Action” Reverse Tradeshow

8/20

Special Events Committee Meeting

8/20

Hospitality Committee Meeting

8/30

Communications Committee Meeting

8/21

Lunch & Learn

9/11 FCAA 101 9/13

September Dinner Meeting

9/17

Canned Food Drive Kick-off

STEVE THOMAS Maintenance Supply Headquarters

9/18

All Day Fair Housing Class

ERIN TRIAY Apartments.com

9/19

CPO Class Begins

9/21

Annual Golf Tournament

JILL WRIGHT Villages of Baymeadows FCAA STAFF LINDSEY McCLAIN Executive Vice President TAYLOR TUCKER Director of Special Events CRYSTAL VERASTEGUI Director of Education & Membership

CoastLINES is published by the First Coast Apartment As­so­ci­a­tion (FCAA) in the in­ter­est of all seg­ments of the apart­ment industry. Copies of the news­let­ter are in­clud­ed free with each mem­ber­ship. Dues, con­tri­bu­tions or gifts to the First Coast Apart­ment As­so­ci­a­tion (FCAA) are not deductible as charitable con­tri­bu­tions. For Federal Tax pur­pos­es how­ev­er, such dues, con­tri­bu­tions or gifts may be deductible under other sec­tions of the In­ter­nal Rev­e­nue Code. Please consult your tax ad­vi­sor. Opin­ions ex­pressed are those of the au­thors and do not reflect the opin­ions of the pub­lish­ers.

CoastLINES: The Official Publication of The First Coast Apartment Association 9456 Philips Highway, Suite 4 Jacksonville, Florida 32256 Phone: (904) 292-1345 • Fax: (904) 292-1291

E-Mail: info@fcaaonline.com Website: www.fcaaonline.com Executive Vice President & Editor: Lindsey McClain

Advertisers: AllWeather Contractors 16 Arbor Contract Carpet 21 Avalon Heating and Air 15 Bluewater Environmental of Florida, Inc. 34 BG Multifamily 14 Cutting Edge Carpet 36 Sheriff’s Watch - Apartments 34 House of Floors 4 Industry Resource Guide 17-20 Law Offices of Heist, Weisse & Wolk, P.A. 2 Lloyd’s Construction & Consulting, LLC 11 Maintenance Supply Headquarters 3 Mitchell S. Ritchie Attorney at Law 34 NAA Click & Lease 14 Poolsure 35 Purple Heart Pools 27 Rotech Pest Services 10 Sherwin Williams 3 SOFITCO 28 Tobacco-Free St. Johns 29

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Summer r e l z z i S FCAA

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Sponsored By:

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Checking Customer Satisfaction: Rare or Well Done?

By Leah Brewer,NALP, CAM, The Leasing Queen, Full House Marketing®, Inc.

I eat my steak rare. Actually, I order my steak medium; it is just rare that I eat steak. Yet the mouth-watering photos in the menu at the steakhouse showing meltin-your-mouth beef persuaded me to order the filet mignon, imagining my experience would meet my expectations.

Instead, I remembered why it is so rare I eat steak...I know my experience will not match my expectations.

The steak was good. Not great. Just good. Perhaps it was my fault expecting awesome greatness, believing my heightened expectations would actually be satisfied. So when the manager came by our table as is customary in many restaurants, asking the standard “everything OK tonight folks?” he got what he expected to get, a weak nod of acceptance from a patron with a mouthful of food. Yet his customer was unsatisfied. His system of checking customer satisfaction failed.

He failed to get good information. He does not know I expected great and only received good. He does not know I will not return. He does not know I will not refer this steak house. He is happy in his thoughts that “everything is OK”.

Successful marketing of our apartments attracts prospects, and then great sales skills turn prospects into residents. These new residents expect the level of service we touted in our advertising and boasted in our sales presentations. The photos and verbiage in OUR menu (brochure) defines our customer’s level of expectation.

Do we have a system in place to check our customers’ satisfaction, or have we failed to discover that our residents expected great, and received good? We often discover we have lost their patronage and their referrals only upon receiving their move-out notice,

8

which is too late. We were happy in our thoughts that “everything is OK”.

I am a typical consumer. Unless extremely dissatisfied, I simply accept my unfulfilled expectations and say nothing. Although I wasn’t totally satisfied with my steak and had decided not to patronize or refer this steak house, it wasn’t a horrid experience worth verbalizing my disappointment to management.

But what about the management system that failed to discover customer dissatisfaction? “The question” asked was formulated to get a positive response rather than a truthful answer. To report “95% of our guests said everything was okay” doesn’t mean you truly have satisfied customers who love your service and who will return and bring friends.

Small changes would have gathered better information. The manager, walking by our table, asked “the question” mid-stride. His feet were pointed in the direction he was walking, not toward our table; his body was turned away from us; he did not make eye contact or engage us conversationally; he asked “the question” designed to get agreement; he nodded and went on; he only asked once.

Small changes could have made the difference.

Suppose he walked up to our table as if we were his destination rather than just passing-by, introduced himself and stated his appreciation that we chose to dine in his establishment, giving us time to swallow our food and engage in the conversation. Suppose he asked a question designed to get factual information: “Did the food meet your expectations?”

Suppose he asked a second question: “Would anything improve your dining experience tonight?”

J U LY / A U G U S T 2 0 1 8

FA

FAA-FL01 Illuminate Flyer 2018.indd 1

6/7/18 8:55 AM

Checking Customer Satisfaction: Rare or Well Done?

Continued from Page 8

In contemplating how easily small changes would have provided truthful and complete information, I understood how we make these same mistakes.

A resident drops off rent and we say, with body language still focused on the project in our hands and still seated behind our desk, “everything OK in your apartment?” and we get the answer we expected… a weak nod of acceptance or a standard answer of “fine”. We will hear about the major concerns, yet it is often the small dissatisfactions that eventually cause a resident to move out.

Small changes will impact retention and referrals.

Stand up and engage a resident when they give you the opportunity. Make time for them and you will let them know how important they really are. Ask questions designed to get truthful and complete information that you can use to raise your level of service: “Are we meeting your housing expectations?”

Ask a second question in a different way: “Is there anything we could be doing to improve our level of service to you?” or “Can you think of one thing in your apartment that our maintenance team could service this month?”

Design your system to check customer satisfaction and get honest feedback and information that will help meet and exceed your residents’ expectations.

Once you know you have satisfied residents, you can honestly and easily ask for continued residency and referrals….and know that everything is WELL DONE. Leah Brewer, NALP, CAM, is known as The Leasing Queen for the creative and compelling leasing techniques she employs to fill apartment vacancies, with 30 years of battlefield experience in multifamily housing, from a leasing consultant to a consultant for leasing. Leah is an industry leader with results-oriented training and marketing solutions to apartment occupancy challenges. She presents fun, interactive and informational workshops nationally, designed to get immediate results. www.FullHouseMarketing.com.

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An Analytical Approach to Interior Design

By Derrick Hawthorne

A comparison of this nature should be made with properties of similar vintage, or with similar upgrades if any prior renovations have been completed. Rarely can a community recoup its investment by trying to match up to a brand-new property, so striking a balance between style and affordability is essential to the success of any capital improvement program.

Draper and Kramer aims to identify ways it can enhance the design to exceed that of its competition.

Interior design is typically considered a creative process, influenced by factors ranging from personal aesthetic to the surrounding location to emerging trends featured in magazines and on television.

But for rental housing developers and operators who undertake a value-add renovation project, interior design selections are driven by much more than just the styles of the day. Instead, they’re part of a careful analysis that takes into account comparable properties, the ultimate positioning of the property and trends that can be implemented in an impactful yet economical way.

“With any value-add investment, we start by benchmarking our property against comparable assets in the market,” Derrick Hawthorne, Vice President of Asset Management and Acquisitions with Chicagobased Draper and Kramer, says.

“Our goal is to identify ways we can enhance the design to not only meet but exceed that of the competition. If they are on a level playing field in terms of curb appeal and amenity offerings, we then start to look at unit interiors and identify ways we can drive rents – be it through floor plan adjustments to create a more open layout; updates to finishes, including cabinetry and flooring; cosmetic changes, such as fresh paint in modern colors; and other improvements, such as replacing appliances.”

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J U LY / A U G U S T 2 0 1 8

“The goal is to achieve a new-construction look at a price point that, while higher than rents at the time of acquisition, is still palatable to cost-conscious consumers,” Hawthorne says.

Taking a Position

The ultimate positioning of the community is also important in planning interior design updates. The class of the building often determines how much can be invested before it is in danger of over-improving.

Hawthorne says he always keeps that in mind when setting interiors budget.

“Additionally, we consider where specific floor plans might fall within individual markets,” Hawthorne says.

He says an example is Draper and Kramer’s recent renovation of a Chicago high-rise with a mix of studio, one- and two-bedroom units. The project entailed a high-end interior remodel on all apartment homes.

“But as competition in the local rental market got fierce and neighboring properties lowered rents to increase occupancy, our upgraded studio units were suddenly close in price to one-bedrooms in nearby older buildings,” Hawthorne says. “In this scenario, we saw some potential studio renters – who are typically more value-driven – prioritize space over finish level and stretch their budget a bit to get a one-bedroom.

This goes to show why it’s important to understand the specific target audience for each unit and the demographic spread it will appeal to, plus the price motivation for those potential renters – all of which should be considered when planning an interior finish budget.”

Setting a Plan and a Budget

Once the investment team has reviewed the comps and agreed to the ultimate positioning of the property, they call in the design team to review the building’s current unit interiors line item by line item.

Another strategy Hawthorne uses is to look for low-cost interpretations of the luxury finishes seen at new apartment communities, similar to the way fashion retailers sell offprice merchandise.

“With each element, we are looking at what changes we can make – and at what cost – to achieve our desired look,” Hawthorne says. “If, for example, kitchen cabinets can be refinished instead of replaced, we will go with the more cost-effective option as long as it doesn’t compromise the overall quality or design. There are also interior improvements we make in almost every renovation because they are low-cost but high-impact. Paint color is a great example.

You’re going to paint as part of a renovation no matter what, and the unit will be repainted regularly as part of ongoing upkeep and turnover, so it makes sense to choose an on-trend color, such as a modern gray, that can instantly change the entire feel of the unit.”

“For example, in the past several years, we’ve seen new developments switching to wide-plank engineered wood flooring in tones of slate gray,” he says. “We can replicate that style with a more budget-friendly laminate product that also offers durability.”

With any renovation budget, Hawthorne says there is no magic formula for the numbers, as each market varies in what properties offer at different price points.

“While there are software products that claim to show how much specific interior upgrades will recoup in rent in a given market, I believe the analytics behind these decisions are very property- and market-specific and are as much an art as a science,” Hawthorne says. “Experience and familiarity with the local landscape are key, and that’s why it’s so important to tour product and dive into the data to determine what improvements will deliver the best returns.”

Maximizing Bang for the Design Buck

While working with his design team to come up with a project plan and budget, Hawthorne looks to implement design trends that are appropriate both aesthetically and financially.

“Typically, we start with updates that are the most noticeable to residents and easiest to execute,” he says. “These include updated lighting and hardware; new electrical plates that replace standard outlets with USB; and a fresh coat of paint.”

Also popular today in high-end rental communities is a sleek, clean kitchen design with white or gray cabinetry and countertops, and either paneled or stainless-steel appliances, Hawthorne says.

“Our renovation and repositioning of The Clayson, a rental community in Palatine, Ill., illustrates how we can mimic that look within a renovation budget,” Hawthorne says.

“We kept each unit’s existing white cabinets, but refaced them with new doors and hardware for a modern update.

We also brought in light gray laminate countertops that don’t try to compete with a stone product, but have a similar fresh, crisp aesthetic. New stainless steel appliances were the final touch. The end result is a kitchen design with the essence of what we see in high-end rentals today.”

Hawthorne cautions that just because a company can afford to make certain enhancements doesn’t mean it always should.

“Sometimes, an all-or-nothing approach is the only way to make a design work,” he says. “If your budget does not allow for a complete kitchen rehab, for example, you might be better served going with a more classic look that blends with the original finishes you are keeping, rather than pulling in one or two trendy elements that will stand out for the wrong reasons.”

Interior design is just one aspect of a successful value-add renovation, Hawthorne says, “but it’s an element where it’s possible to achieve a high impact with just a few changes.”

Derrick Hawthorne is Vice President of Asset Management and Acquisitions with Chicago-based Draper and Kramer.

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The Official Resource Guide of the First Coast Apartment Association

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INDUSTRY ADVERTISING AGENCY mbpr .......................................................(904) 424-6641 JOE Design, Inc.........................................(904) 501-9526 ADVERTISING Apartment Finder....................................(904) 464-0709 Apartments.com...................................(904) 778-5118 ForRent.com.........................................(904) 296-7171 JOE Design, Inc.........................................(904) 501-9526 RentJax.com...................................................(904) 701-0302 RentPath................................................................(904) 262-0863 Zillow Rental Network................................ (541) 350-3620 AD TRACKING Apartment List......................................(985) 640-7703 ForRent.com.........................................(904) 296-7171 AIR CONDITIONING CONTRACTORS AllWeather Contractors.......................(904) 781-7060 Avalon Heating and Air............................(904) 245-1818 InVent, Inc................................................(904) 228-2263 AIR CONDITIONING EQUIPMENT AllWeather Contractors.......................(904)-781-7060 Avalon Heating and Air............................(904) 245-1818 ARD Distributors, Inc................................(800) 654-7721 Chadwell Supply, Inc................................... (888) 341-2423 HD Supply....................................................... (800) 431-3000 InVent, Inc................................................(904) 228-2263 Maintenance Supply Headquarters..........(866) 630-6747 Marcone Supply.......................................(314) 241-1946 Rapco Supply...........................................(407) 933-4102 Wilmar Supply.........................................(800) 345-3000 ALARM SYSTEMS Agent Fire LLC..........................................(904) 687-3876 ANSWERING SERVICE/ON HOLD MESSAGING Audio Images...........................................(904) 247-8600 APARTMENT LOCATORS Apartment Finder....................................(904) 464-0709 Apartments.com...................................(904) 778-5118 ForRent.com.........................................(904) 296-7171 RentJax.com...................................................(904) 701-0302 RentPath................................................(904) 262-0863 APPLIANCES ARD Distributors, Inc................................(800) 654-7721 Chadwell Supply, Inc................................(888) 341-2423 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters..........(866) 630-6747 Wilmar Supply.........................................(800) 345-3000 APPLIANCES (LEASING) Azuma Leasing.........................................(800) 707-1188 APPLIANCE PARTS Chadwell Supply, Inc................................(888) 341-2423 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters..........(866) 630-6747 Marcone Supply.......................................(314) 241-1946 Rapco Supply...........................................(407) 933-4102 APPRAISAL SERVICES Complete General Contractors .................(850)-932-8720 AQUATIC MAINTENANCE BlueWater Environmental of FL...............(904) 880-1817 OneSource Water......................................(904) 638-2941 BANKING SERVICES Colliers International Northeast Florida ..(904) 861-1101

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RESOURCE

GUIDE

BATH & KITCHEN REFINISHING/REPAIRS AllWeather Contractors.......................(904) 379-4614 Carter & Associates of NE FL.....................(904) 730-7440 Creative Multi Care, Inc. .........................(904) 384-1047 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Paul Davis Restoration of North Florida ...(904) 739-6047 Restore24.................................................(904) 737-8673 Contractors, LLC......................................(904) 219-9447 Steve’s Painting & Maintenance.............. (904) 332-6805 BIOHAZARD WASTE CLEANUP Baxter Restoration...................................(904) 662-0675 Bio-One....................................................(904) 910-8558 PuroClean.................................................(904) 716-6716 BROKERAGE Colliers International Northeast Florida...(904) 861-1101 CABINET REFACING Northern Contours ..................................(904) 449-4527 CABINETS AllWeather Contractors.......................(904) 379-4614 Central Renovation Solutions ..................(469)-567-2400 Chadwell Supply, Inc................................(888) 341-2423 CRS Cabinets ...........................................(469) 567-2400 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters..........(866) 630-6747 Oxley Cabinet Warehouse Inc...................(904) 981-3011 Paul Davis Restoration of North Florida ...(904) 739-6047 Steve’s Painting & Maintenance.............. (904) 332-6805 CARPET CLEANING, DYEING, RESTORATION Aqua Restorations....................................(904) 683-6982 Baxter Restoration...................................(904) 662-0675 Creative Multi Care, Inc. .........................(904) 384-1047 MM Turnkey Services ...............................(904) 998-3608 Paul Davis Restoration of North Florida ...(904) 739-6047 Restore24.................................................(904) 737-8673 Steve’s Painting & Maintenance.............. (904) 332-6805 CEILING FANS Chadwell Supply, Inc................................(888) 341-2423 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters..........(866) 630-6747 Wilmar Supply.........................................(800) 345-3000 CERAMIC TILES AllWeather Contractors.......................(904) 379-4614 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Rolland Reash Plumbing..........................(904) 260-7059 Steve’s Painting & Maintenance.............. (904) 332-6805 CLEANING SERVICE AllWeather Contractors.......................(904) 379-4614 All Renew Services, LLC............................(904) 386-1762 Career Strategies....................................(904) 757-3456 Jean’s Maid Services.................................(904) 463-5704 Paul Davis Restoration of North Florida ...(904) 739-6047 Precision Cleaning Services .....................(904) 440-57 18 Restore24.................................................(904) 737-8673 You Got It Maid Cleaning Service.............(904) 290-1250 COLLECTIONS National Credit Systems...........................(407) 574-4927 NCC Business Services..............................(904) 733-3033 Professional Debt Mediation....................(904) 398-0286 COMMUNICATIONS TextBox ...................................................(850) 205-1111 CONCIERGE SERVICE Career Strategies....................................(904) 757-3456 Slingshot Life...........................................(251) 406-9257

CONCRETE REPAIRS AllWeather Contractors.......................(904) 379-4614 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Paul Davis Restoration of North Florida ...(904) 739-6047 Precision Sidewalk Safety Corp................(352) 401-9090 Rescue Construction Solutions, Inc...........(919) 615-1759 SweetWater Restoration.....................(904) 880-1919 COUNTERTOPS AllWeather Contractors.......................(904) 379-4614 Central Renovation Solutions ..................(469)-567-2400 CRS Cabinets ...........................................(469) 567-2400 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Oxley Cabinet Warehouse Inc...................(904) 693-5554 Paul Davis Restoration of North Florida ...(904) 739-6047 Steve’s Painting & Maintenance.............. (904) 332-6805 CREDIT CARD PROCESSING RentPaidOnline........................................(904) 599-2794 Three Rivers Consulting Inc. ....................(855) 677-4048 CRIME-SCENE CLEANUP Bio-One....................................................(904) 910-8558 DESIGN/GRAPHICS JOE Design, Inc.........................................(904) 501-9526 DISC JOCKEY DJ Mario Entertainment...........................(904) 655-2518 DOG PARKS ET&T Distributors.....................................(888) 642-2226 Rescue Construction Solutions, Inc...........(919) 615-1759 DRY WALL REPAIR All Installation of Jax, Inc.........................(904) 514-8750 All Renew Services, LLC............................(904) 386-1762 AllWeather Contractors.......................(904) 379-4614 Carter & Associates of NE FL.....................(904) 730-7440 Creative Multi Care, Inc. .........................(904) 384-1047 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Paul Davis Restoration of North Florida ...(904) 739-6047 Restore24.................................................(904) 737-8673 Rolland Reash Plumbing........................(904) 260-7059 Steve’s Painting & Maintenance.............. (904) 332-6805 SweetWater Restoration.....................(904) 880-1919 DRYER VENT CLEANING Jax Elite Home Services ...........................(904) 484-8288 Window Gang..........................................(904) 262-7300 ELECTRICAL CONTRACTORS Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 EMERGENCY RESPONSE Baxter Restoration...................................(904) 662-0675 Paul Davis Restoration of North Florida ...(904) 445-0210 PuroClean.................................................(904) 716-6716 Restore24 ................................................(904) 737-8673 EVICTION SERVICES Click Notices.............................................(443) 878-1500 Dale G. Westling, Sr., P.A...........................(904) 356-2341 Law Offices of Heist, Weisse & Wolk...........(800) 253-8428 Mitchell Ritchie........................................(904) 387-6100 FENCING/STAIR/RAIL INSTALLATION & REPAIR AllWeather Contractors.......................(904) 379-4614 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Rescue Construction Solutions, Inc...........(919) 615-1759 FIBER CEMENT SIDING Lloyd’s Construction & Consulting, LLC ..(904) 683-4468

INDUSTRY FIRE & SAFETY EQUIPMENT Agent Fire LLC..........................................(904) 687-3876 Aegis Fire & Integrated Services...............(904) 233-7930 Apartment Fire Extinguisher Service............... (904) 398-2030 Cintas Fire Protection...............................(904) 562-7000 Cox Fire Protection...................................(904) 781-8227 First Coast Fire & Safety...........................(904) 346-0111 Pye-Barker Fire & Safety, Inc. ..................(904) 553-4222 Wayne Automatic Fire Sprinklers.............(904) 268-3030 FIRE RESTORATION AllWeather Contractors.......................(904) 379-4614 Belfor USA, Jacksonville...........................(904) 240-0082 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Paul Davis Restoration of North Florida ...(904) 445-0210 Restore24 ................................................(904) 737-8673 Steve’s Painting & Maintenance.............. (904) 332-6805 SweetWater Restoration.....................(904) 880-1919 FITNESS & EXERCISE EQUIPMENT Advantage Sport & Fitness, Inc................(904) 437-6343 First Place Fitness Equipment...................(904) 998-0738 Fitness Pro ...............................................(850) 523-8882 SOFITCO....................................................(850) 259-5946 FLOORING Arbor Contract Carpet............................(904) 781-2003 Cutting Edge Carpet.................................(904) 475-9300 Expressions Carpet and Flooring.........(904) 739-2885 House of Floors.....................................(904) 262-6989 Integrity Restoration................................(904) 644-7878 Lifestyle Flooring...................................(877) 383-1062 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Mohawk Industries..................................(321) 287-3572 Redi Carpet............................................(904) 781-4300 Sherwin Williams.................................(904) 448-8109 Southeast Floors ................................(407) 888-8008 FOUNTAINS BlueWater Environmental of FL...............(904) 880-1817 FURNITURE Cort Furniture Rental...............................(904) 396-9000 Southern Furniture Leasing......................(866) 736-8481 GENERAL CONTRACTORS AAPCO Florida..........................................(800) 728-2690 AllWeather Contractors.......................(904) 379-4614 Baxter Restoration...................................(904) 662-0675 Building Innovations ...............................(904) 400-0421 Coastal Reconstruction Group, Inc. .........(407)-644-1800 Complete General Contractors .................(850) 932-8720 FSI Construction.......................................(904) 703-3762 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Paul Davis Restoration of North Florida ...(904) 739-6047 PuroClean.................................................(904) 716-6716 Rescue Construction Solutions, Inc...........(919) 615-1759 SweetWater Restoration.....................(904) 880-1919 GOLF CARTS Mid Florida Golf Cars..........................(800) 803-8420 GUTTER INSTALLATION AND SERVICES AAPCO Florida..........................................(800) 728-2690 AllWeather Contractors.......................(904) 379-4614 Jax Elite Home Services ...........................(904) 484-8288 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Rescue Construction Solutions, Inc...........(919) 615-1759 Window Gang..........................................(904) 262-7300 HOUSEWARES Cort Furniture Rental...............................(904) 396-9000 Southern Furniture Leasing......................(866) 736-8481

RESOURCE

HOARDING SERVICES Bio-One....................................................(904) 910-8558 INSURANCE Brown & Brown Insurance.......................(904) 565-8304 Hunt Insurance Group, LLC.......................(850) 241-7030 Liberty National.......................................(850) 661-0494 Roderick Crabbe Insurance, Inc................(904) 215-2121 INTERNET SERVICES Apartment Finder....................................(904) 464-0709 Apartments.com..............................................(904) 778-5118 ForRent.com.........................................(904) 296-7171 RentPath................................................................(904) 262-0863 IRRIGATION Duval Landscape Maintenance.................(904) 233-3388 Trimac Outdoor........................................(904) 589-8768 JANITORIAL SUPPLIES Chadwell Supply, Inc................................(888) 341-2423 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters..........(866) 630-6747 Wilmar Supply.........................................(800) 345-3000 JOB LISTINGS Career Strategies....................................(904) 757-3456 LAKE MAINTENANCE BlueWater Environmental of FL...............(904) 880-1817 LANDSCAPE MAINTENANCE Ameriscapes Landscape Management.......(443) 878-1500 Core Outdoor, Inc .......................................(904) 215-6866 Davey Commercial Grounds Maintenance......(904) 768-8733 Duval Landscape Maintenance.................(904) 233-3388 Landscape Professionals..........................(904) 880-6165 Mulch Masters, LLC ..................................(904) 727-1100 TLC Total Lawn Care..................................(904) 699-0046 Trimac Outdoor........................................(904) 589-8768 ValleyCrest Landscape Companies...........(904) 292-0716 Yellowstone Landscape............................(904) 268.2626 LAUNDRY SERVICE & EQUIPMENT CSC Service Works....................................(321) 696-1241 Southeastern Laundry .............................(904) 524-0088 Washco Laundry Equipment....................(904) 724-2622 LEAK DETECTION American Leak Detection.........................(904) 519-5700 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 LEGAL SERVICES Click Notices.............................................(443) 878-1500 Dale G. Westling, Sr., P.A...........................(904) 356-2341

Law Offices of Heist, Weisse & Wolk...........(800) 253-8428 Mitchell S. Ritchie, PA..............................(904) 387-6100 Wilkins Law Firm......................................(904) 374-9430 LIGHTING & LIGHTING SUPPLIES Chadwell Supply, Inc................................(888) 341-2423 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters..........(866) 630-6747 Wilmar Supply.........................................(800) 345-3000 LOCKSMITHS The Flying Locksmiths .............................(904) 512-0699 LODGING/MEETING FACILITY Four Points by Sheraton...........................(904) 562-4920 Sherton of Jacksonville............................(904) 564-4772 MAINTENANCE SUPPLIES Chadwell Supply, Inc................................(888) 341-2423 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters..........(866) 630-6747 Marcone Supply.......................................(341) 241-1946 Rapco Supply...........................................(407) 933-4102 Wilmar Supply.........................................(800) 345-3000

GUIDE

MARKETING Apartment Finder....................................(904) 464-0709 ForRent.com.........................................(904) 296-7171 JOE Design, Inc.........................................(904) 501-9526 mbpr .......................................................(904) 424-6641 RentPath................................................................(904) 262-0863 MARKETING & TEXT SERVICES TextBox ...................................................(850) 205-1111 MOLD REMEDIATION Baxter Restoration...................................(904) 662-0675 Belfor USA, Jacksonville...........................(904) 240-0082 Coastal Reconstruction Group, Inc. .........(407)-644-1800 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Paul Davis Restoration of North Florida ...(904) 445-0210 Property360, LLC......................................(855) 932-3784 PuroClean.................................................(904) 716-6716 Restore24 ................................................(904) 737-8673 SweetWater Restoration.....................(904) 880-1919 MOSQUITO CONTROL BlueWater Environmental of FL...............(904) 880-1817 NEWSLETTERS / RESIDENT NEWS Resident News.........................................(800) 961-1916 ODOR ELIMINATION Paul Davis Restoration of North Florida ...(904) 739-6047 PAINT SUPPLIES Ace Painting ............................................(904) 714-3717 BLP Mobile Paints....................................(904) 355-5678 Florida Paints...........................................(904) 385-9242 PPG Paints..............................................(904) 737-6474 Sherwin Williams.................................(904) 448-8109 PAINTING CONTRACTORS AAPCO Florida..........................................(800) 728-2690 Ace Painting ............................................(904) 714-3717 All Installation of Jax, Inc.........................(904) 514-8750 AllWeather Contractors.......................(904) 379-4614 Carter & Associates of NE FL.....................(904) 730-7440 Creative Multi Care, Inc. .........................(904) 384-1047 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 MM Turnkey Services ...............................(904) 998-3608 Paul Davis Restoration of North Florida ...(904) 739-6047 Precision Cleaning Services .....................(904) 440-5718 Restore24.................................................(904) 737-8673 Rescue Construction Solutions, Inc...........(919) 615-1759 Steve’s Painting & Maintenance.............. (904) 332-6805 SweetWater Restoration.....................(904) 880-1919 PARKING LOT MAINTENANCE Duval Asphalt...........................................(904) 296-2020 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Rescue Construction Solutions, Inc...........(919) 615-1759 PET WASTE STATIONS ET&T Distributors.....................................(888) 642-2226 First Coast Scoopers.................................(904) 338-4236 PEST CONTROL/TERMITES A Greener Image.....................................(904) 739-8090 A.R.T Pest Control.....................................(888) 926-6488 DM Koehn Landscaping...........................(904) 716-0683 Massey Services Inc..................................(800) 881-8861 Property360, LLC......................................(855) 932-3784 Rotech Pest Services................................(904) 485-0903 Terminix...................................................(904) 945-4788 Zenpura Pest Solutions............................(904) 257-0090

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INDUSTRY PHOTOGRAPHY Art & Alex Photography...........................(904) 273-4442 PLAYGROUNDS ET&T Distributors.....................................(888) 642-2226 PLUMBERS AllWeather Contractors.......................(904) 379-4614 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Rolland Reash Plumbing.......................(904) 260-7059 Roto-Rooter...........................................(904) 354-7321 POOL & PATIO FURNITURE Admiral Outdoor Furniture.......................(800) 999-2589 ET&T Distributors.....................................(888) 642-2226 Horizon Casual, Inc...................................(866) 657-8731 Taylor & Associates Pool and Patio Furniture, Inc. ...............................................................(855) 734-3580 POOL SERVICE, REPAIRS & RENOVATIONS ASP of Jax America’s Swimming Pool Co. .(904) 710-4204 Henderson Pool Services, Inc. ..................(904) 241-7665 Poolsure...................................................(800) 858-7665 Rolland Reash Plumbing.......................(904) 260-7059 BAP Pools.................................................(904) 614-1879 POOL SUPPLIES Chadwell Supply, Inc................................(888) 341-2423 Henderson Pool Services, Inc. ..................(904) 241-7665 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters..........(866) 630-6747 Pool Care Pros..........................................(904) 334-0124 Poolsure...................................................(800) 858-7665 Professional Pool Care..............................(904) 312-4828 PRESSURE WASHING AAPCO Florida..........................................(800) 728-2690 AllWeather Contractors.......................(904) 379-4614 American Softwash..................................(386) 761-2987 Jax Elite Home Services ...........................(904) 484-8288 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Rescue Construction Solutions, Inc...........(919) 615-1759 Window Gang..........................................(904) 262-7300 Window Washing & Pressure Washing.....(904) 885-7840 PRINTING JOE Design, Inc.........................................(904) 501-9526 PROPERTY MANAGEMENT SOFTWARE Property Solutions International, Inc. ............. (801) 375-5522 PUBLIC RELATIONS mbpr .......................................................(904) 424-6641 PUMPS Rolland Reash Plumbing .........................(904) 260-7059 Weeks Utility Service, Inc.........................(904) 726-5869 REALTOR SERVICES Florida Homes Realty & Mortgage ..........(904) 732-7053 RECRUITMENT, JOB LISTINGS Career Strategies....................................(904) 757-3456 MSB Resources.........................................(215) 661-8834 RECYCLING City Recycling Group ...............................(866) 732-5559 Conex Recycling.......................................(866) 879-2663 Residential Disposal Services, LLC ...........(904) 226-5191 River City Trash Valet LLC..........................(904) 535-6016 Waste Management.................................(904) 370-1907

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RPaul Davis E Restoration S Oof North UFlorida R...(904) C 739-6047 E GUIDE RENOVATIONS AAPCO Florida..........................................(800) 728-2690 AllWeather Contractors.......................(904) 379-4614 Integrity Restoration................................(904) 644-7878 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Paul Davis Restoration of North Florida ...(904) 739-6047 Rescue Construction Solutions, Inc...........(919) 615-1759 SweetWater Restoration.....................(904) 880-1919 RENTAL RELOCATION Apartment Condo & Home Selector.........(904) 739-6683 Apartment Finder....................................(904) 464-0709 Apartments.com.....................................(904) 778-5118 ForRent.com.........................................(904) 296-7171 RentPath..................................................(904) 262-0863 RESEARCH/PLANNING Real Data.................................................(704) 369-2345 RESTORATION/REHAB AllWeather Contractors.......................(904) 379-4614 Aqua Restorations....................................(904) 683-6982 AAPCO Florida..........................................(800) 728-2690 Belfor USA, Jacksonville...........................(904) 240-0082 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Oxbuilt Construction................................(678) 702-7308 Paul Davis Restoration of North Florida ...(904) 739-6047 SweetWater Restoration.....................(904) 880-1919 ROOFING AAPCO Florida..........................................(800) 728-2690 All Pro Roofing.........................................(904) 337-1082 AllWeather Contractors.......................(904) 379-4614 Oak Crest Roofing.....................................(913) 205-6849 Paul Davis Restoration of North Florida....(904) 739-6047 Performance Roofing..........................(904) 224-3628 Rescue Construction Solutions, Inc...........(919) 615-1759 SRG Roofing.............................................(904) 377-0866 Superior Roofing & Restoration, Inc.........(904) 250-5053 SweetWater Restoration.....................(904) 880-1919 Tillman Building Services.........................(904) 845-8280 SECURE ON-LINE RENTAL PAY RentPaidOnline........................................(904) 599-2794 SECURITY, COURTESY OFFICER Arrow Security.........................................(904) 945-2769 S3 Security ..............................................(904) 449-6104 SIDING AAPCO Florida..........................................(800) 728-2690 AllWeather Contractors.......................(904) 379-4614 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Rescue Construction Solutions, Inc...........(919) 615-1759 SIGNS, BANNERS & FLAGS Giglio Signs..............................................(904) 396-9046 STAFFING Apartner..................................................(904) 537-7494 BG Staffing ..............................................(904) 224-5000 MSB Resources.........................................(215) 661-8834 Career Strategies....................................(904) 757-3456 TOWING ASAP Towing & Storage Co., Inc.................(904) 771-7111

TRADESHOW EVENT SERVICES Cort Furniture Rental...............................(904) 396-9000 TRAINING / EDUCATION ForRent.com.........................................(904) 296-7171 TREE TRIMMING & REMOVAL Bold City Tree Service...............................(904) 285-1417 Davey Commercial Grounds Maintenance......(904) 768-8733 Duval Landscape Maintenance.................(904) 233-3388 Rescue Construction Solutions, Inc...........(919) 615-1759 Roberts Tree Service, Inc..........................(904) 777-4793 Trimac Outdoor........................................(904) 589-8768 TURNKEY OPERATIONS All Renew Services, LLC............................(904) 386-1762 AllWeather Contractors.......................(904) 379-4614 Career Strategies....................................(904) 757-3456 Carter & Associates of NE FL.....................(904) 730-7440 Creative Multi Care, Inc. .........................(904) 384-1047 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 MM Turnkey Services ...............................(904) 998-3608 Paul Davis Restoration of North Florida ...(904) 739-6047 Restore24 ................................................(904) 737-8673 Steve’s Painting & Maintenance.............. (904) 332-6805 UTILITY SUBMETERING Minol USA................................................(972) 386-6611 NWP Services...........................................(678) 612-8094 VALET TRASH SERVICE Affinity Waste Solutions...........................(407) 808-0550 Invisible Waste Services...........................(407) 509-1293 River City Trash Valet LLC..........................(904) 535-6016 Skinner Waste Solutions ...................(904) 239-7222 Tide Valet Waste, LLC................................(803) 216-0063 Valet Waste..............................................(813) 248-1327 WASTE REMOVAL Advanced Disposal Services.....................(904) 783-7000 Affinity Waste Solutions...........................(404) 808-0550 Residential Disposal Services, LLC ...........(904) 226-5191 Skinner Waste Solutions ...................(904) 239-7222 Tide Valet Waste, LLC................................(803) 216-0063 Waste Management Inc. of Florida..........(904) 894-4516 WATER MITIGATION Aqua Restorations....................................(904) 683-6982 Baxter Restoration...................................(904) 662-0675 Belfor USA, Jacksonville...........................(904) 240-0082 Paul Davis Restoration of North Florida ...(904) 445-0210 PuroClean.................................................(904) 716-6716 SweetWater Restoration.....................(904) 880-1919 WEB SITE DESIGN JOE Design, Inc.........................................(904) 501-9526 WINDOW CLEANING Jax Elite Home Services ...........................(904) 484-8288 Window Gang..........................................(904) 262-7300

Please contact FCAA at 904-292-1345 to make any changes to your company information that appears in this Guide and may also appear online.

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LEGAL OR NOT?

by Brian Wolk, The Law Offices of Heist, Weisse & Wolk, PA

Last month one of our residents moved out of our apartment community after living in her unit for the past four years. The carpet was a year old when she moved in.

She left mildew stains all over the tub and sink. Trash was scattered throughout the apartment home, and the carpet is stained due to her labradoodle. Our housekeeper charged us $175.00 (when the charge would normally be $100.00), and it cost us $600.00 to replace the carpet. We usually change our carpeting out every five years.

I made sure that we sent out our Notice of Intention to Impose Claim on Security Deposit as required by law, and we charged the resident $775.00, our true cost to restore the apartment to its proper condition. Yesterday I received a nasty email from the resident’s attorney, demanding return of the $775.00 within 5 days. I called the attorney, but was placed into her voice mail. Do you think that we need to return the $775.00 to the resident? Did we charge the correct amount for the damage to the apartment?

The first error you made was attempting to talk to the resident’s attorney. You need to remember that the attorney works for the resident. You could end up jeopardizing your case if this case ends up in litigation, and you unwittingly divulge information to the resident’s attorney. Make sure that your attorney contacts the resident’s attorney. Next, the resident will usually not be held responsible for damages due to ordinary wear and tear. If the usual housekeeping charge is $100.00, then the resident should have only been charged $75.00, the amount above ordinary wear and tear.

With regard to the carpet charge, if you end up replacing the carpet every five years as part of your normal practices, then you should not have charged the resident anything for the stains on the carpet, because the carpet was approximately five years old at move-out, and it was your normal time to replace the carpet anyway. You need to strongly consider returning the deposit in order to avoid losing your case in court and exposing your company to a potentially high attorney fee award.

This month one of our residents was delinquent with her rent. She was served with a 3-day notice and subsequently sent to eviction. Today in the mail we received a copy of the answer filed at court by the resident’s attorney, who claimed that the rent was indeed paid by the resident, and that the money orders were placed in our drop box.

The resident’s attorney admits that the resident did not retain the receipts for the money orders. Our drop box is very similar to a mail slot, and there is a box on the floor below the slot. We have a sign posted which states that the drop box should only be used during non-business hours. Will we win this case?

Continued on Page 30

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CRE Investing - $100 Is Worth It Energy Audit/Upgrade By: Jake Ammon Reduce expenses with upgrades and fine-tuning existing equipment. Being green and energy efficient can help your bottom line, especially when someone else helps you pay for it. Find your local partners that can help you uncover the potential your property has for reduced utility bills. Remember that every $100 earned or saved in NOI translates to $1,428 in value.

The usual method for having the utility company pay for upgrades is in the form of reimbursement. Promotions will typically be a partial contribution towards the cost of replacement with the incentive of selecting a more energy efficient model. The initial cost might be the same but the equipment will be a more efficient model.

Local utility providers typically promote energy saving upgrades to both residential and commercial that property owners can take advantage of. Utility companies enjoy charging us all for use of their goods and services so the message of saving energy can come across sketchy. The benefit to them is the reduced peak usage of electricity at the various times throughout the day.

Existing Equipment

The utility providers partner with local engineering firms and contractors to become pre-approved to streamline the promotion process. These are the partners that you will want to reach out to. If you are unaware of who they might be, contact your local utility providers to find out who to contact.

Where to begin

The process typically requires a formal audit to be completed to document the baseline operations. The cost of the audit will vary depending on your property, amount of systems, and promotions provided by the partners. A representative walks through the property documenting all of the equipment and the conditions.

A report will show the recommendations to save money with estimated costs and savings. Recommendations can be as little as servicing existing equipment all the way up to system and building material replacement.

It is key to have the audit completed prior to any changes to the property to take full advantage of any promotion.

Upgrades

Examples of upgrades would be windows, insulation, lighting, switches, appliances, and heating/cooling systems. Upgrades influence more than just utility bills, workforce performance can improve with better lighting and an optimal work environmental. So whoever occupies your property has more potential for doing more business.

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The consumption of existing energy systems can be improved with proper maintenance and tweaking settings. Ensuring that the gears are greased, levels topped off, and malfunctioning parts can make systems work harder than they have to leading to bigger utility bills.

Some funding from the utility company may be available to have maintenance completed on an existing equipment. The improvement on system efficiency can be worth the cost. Regardless of who pays for the servicing, the audit should calculate the estimated savings if completed so decisions can be made.

Changing the timing and settings for systems to be utilized has huge potential for savings to better match usage with operations. Engineering firms can analyze operations and provide how to best utilize the settings to minimize energy needed.

Bottom line

Reduce utility bills, improve productivity, and increase the value of the property. Amplify the value-added by re-investing the savings in other non-utility improvements. The amount of potential will highly vary but remember that every $100 earned or saved in NOI translates to $1,428 in value.

Make sure to check out the other posts in this $100 Is Worth It series.

Jake Ammon is a CRE Advisor who specializes in Multifamily and Investment properties. Email him at Jake.Ammon@SVN.com.

Continured on Page 31

www.purpleheartpools.com

Veteran Owned & Operated After September 11th, I felt an obligation to serve my country and fight to protect our country’s, freedoms, flag and everything the United States stands for.

I joined the United States Army in August of 2002, After two years of training to become an Airborne MP (Military Policeman).

During my first tour duty I was stationed in Iraq where I received multiple medals and awards, among them; the Army Commendation Medal with Valor and the Purple Heart.

The things I saw, learned and experienced from my time in the US Military and Iraq shaped me into the man I am today.

Honest, hardworking and dedicated. I am grateful to be alive and to be an American. The pride, discipline, work ethic and values I learned in the military are the same traits I bring to my business today.

I am proud to serve my country, and I will be just as proud to serve you.

Chad

BEFORE

SERVICES u u u u u

Pool Maintenance Pool Repairs Acid Washes Chemical Delivery Pool School

(We can teach your maintenance personal tips and tricks from the trade)

u Pool Maintenance Advisor(A complete support system for communities that do in house pool maintenance)

u Free estimates for FCAA Members Contact : Chad (904)-312-4828 purpleheartpools@gmail.com www.purpleheartpools.com

TESTIMONIALS Chad did a great job cleaning the pool out I was very satisfied with it. I would recommend him to my friends.

PROJECT: Clean Or Maintain A Swimming Pool MARGARET B Came same day I called to give estimate and came to do job three days later. Completed job fast and left no mess.

PROJECT: Service A Swimming Pool For Opening Or Closing AFTER

JACK D Chad is THE BEST. I’ve used other pool companies and the acted like they were doing me a favor to service the pool. Chad cares about his customers, is easy to work with, very honest, does great work, explains things clearly and is reasonable in his charges.

PROJECT: Service A Swimming Pool For Opening Or Closing SUSAN S

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MARCH / APRIL 2018

SMOKE-FREE HOUSING IS

76% of renters prefer

88.1% of adults in St. Johns County do NOT smoke

Only 11.9% of adults in St. Johns County smoke

Smoke-free housing reduces the risk of fires, and reduces insurance premiums

Smokers cost more money Source: Smoke-Free Environments Law Project

Average cost to clean a smoker’s apartment: $3,509

Most residents do NOT smoke

Average cost fo clean a non-smoker’s apartment: $558

smoke-free housing

Smoke-free

GOOD FOR BUSINESS

For more information on smoke-free housing, visit www.tobaccofreestjohns.com J U LY / A U G U S T 2 0 1 6

29

LEGAL OR NOT?

by Brian Wolk, The Law Offices of Heist, Weisse & Wolk, PA

Continued from Page 22

The outcome of your case may or may not be dependent upon the controls that you have in place with respect to the security of your drop box. Your attorney should request that the court require the resident to produce receipts for the money orders, but if the resident’s attorney convinces the judge that the money orders were left in your drop box by the resident, expect to lose the case, receipts or no receipts. The resident’s attorney may also attempt to persuade the judge that your drop box was accessible to many people in your office, which would also hurt your case even if the resident could not produce receipts.

You should review all procedures with regard to your drop box system, including security procedures, and evaluate how the drop box is emptied. Our office recommends that you not use them. If the eviction is denied for any reason, your company will be required to pay the resident’s attorney’s fees, an amount that could easily run in the thousands of dollars.

We have three teenage children living in our apartment community who have been causing multiple unreasonable disturbances over the past six months. They have thrown lounge chairs into the common area pool, played football in our parking lot, and often use profane language when addressing other residents. Many of our residents want out of here and are non-renewing! I have talked to the parents of the children at least five times over the past six months. They always deny that the children are causing any problems. Although there are no witnesses, we suspect that these kids are breaking into other residents’ storage units. I am at my wit’s end! Can I force the residents to vacate?

From the beginning, you should have served the parents with Seven-Day Notices instead of only talking with them. You can chitchat with the residents all day long; however, you will not be moving any closer to starting an eviction action; your talks with the residents have no real, beneficial, legal effect. If the lease violation is one that is curable, then the property manager should issue a Seven Day Notice to Cure. If the resident is still out of compliance after being served with the Seven Day Notice to Cure, and rent has not been accepted, the resident should receive a Seven Day Notice of Termination. For more serious violations, such as felony criminal acts which occur on the premises, cure notices need not be issued, and the resident should instead be promptly served with a Seven Day Termination Notice.

Failure to timely deliver the proper legal notices prolongs the process and adversely impacts your resident retention rate. With regard to the suspected criminal conduct in this case, do not hesitate to contact the police if need be. One last point: it is crucial that you do not discriminate based on familial status. You should be very careful and consult with your attorney to make sure your notices have the proper wording.

30

J U LY / A U G U S T 2 0 1 8

FCAA GRADUATES NALP

(National Apartment Leasing Professional)

Mariah King – Ravella at Town Center

CAMT

(Certificate for Apartment Maintenance Technician)

Mike Ashley – Wimberly at Deerwood Evan Bingham – Eagle Landing Jeff Collins – Bentley Green Jason Johns – Seagrass Apartments Rodney Reagan – Wimberly at Deerwood Wayne Seals – Crescent Ridge Sam Smith – Bay Club

CAM

(Certificate for Apartment Manager)

Valerie Brock – Ocean Park John Commons – Oakleaf Plantation Apartments Mailena Oliva Garcia – Palm Bay Club Julie Palumbo – Arbors at Orange Park Shannon Russell – Hacienda Club

CAS

(Certified Apartment Supplier)

Sarah Bearden – Audio Images J U LY / A U G U S T 2 0 1 8

31

Investigating Search-to-Lease Time-frames Provided by RentPath According to a RentPath survey of individuals who recently signed a lease, renters fall into three broad categories when it comes to how long they take from the start of their apartment search to their final decision.

• •

•

Last-minute leasers – Those who make a decision in less than one month. (30%) Thoughtful searchers – The largest category – those who make a decision within the first three months of their search. (50%) Long-term planners – Those who a make a decision anywhere from three months to more than six months after starting their search. (20%)

It is important to note that the survey results show little variation across age groups, with a relatively equal number of respondents across generations (Millennials, Generation Xers and Baby Boomers) in each of the three categories. Any marketing strategy targeting these categories must have a broad appeal.

Last-minute leasers This group of prospects can help you fill vacancies on a rotating basis. There are many reasons why last-minute leasers need to find a new home in a short period. Your property can take steps to accommodate their wishes while benefitting from their need for immediacy.

To best capture the last-minute leasers, promote your leasing specials and ensure they are kept current at all times. It is also critical that your online listings show accurate availability information to reach these prospects. You can identify a last-minute leaser who comes in for a tour based on their answers to your intake survey in terms of timeframe. Acknowledge their need to finalize the process quickly (without pressure) and work with them to meet their requirements. You may walk away from that meeting with a signed lease.

Thoughtful searchers These prospects take an average of one to three months to sign a lease. Thoughtful searchers have the time to take a tour before finalizing their decision, so keep them in mind when developing your on-site, in-person experience.

When a thoughtful searcher visits your property, be sure to collect detailed contact information (and permission to use it) so that you can follow up with them. A triple-touch approach will work well with these prospects: Contact them via three different channels (such as email, phone and text) to keep them engaged over the short timeframe in which they will make their choice.

Long-term planners Long-term planners will take anywhere from three to six months or more to sign a lease. (Those taking more than six months represent the smallest—but still valuable—segment of all renters, at 5%) These renters can help you create a longer-term forecast of your property based on your lease cycles.

Cultivate the leads from long-term planners with a steady multi-touch approach beginning after they have submitted an initial inquiry or visited for a tour.

Schedule follow-up calls, emails or texts over time so that your property remains top of mind.

While you should always update your online listings on a consistent basis to showcase any new upgrades or changes you have made to your units, this strategy is of particular importance to the long-term planner. This category of prospects will likely look at your property listings several times over the course of their search, giving you multiple chances to make an impression.

By understanding each of the three categories, you can adjust your marketing strategy to direct the leads in your pipeline appropriately. Whether the next person through your door is ready to move in or needs a few months to make a decision, you’ll have the tools available to identify their category and close the deal.

32

J U LY / A U G U S T 2 0 1 8

FCAA 7:15 am:

Registration & Continental Breakfast

8:30 am:

Shotgun Start (Captain’s Choice)

$109 Per Member $139 Non-Members SEPT. 21, 2018 ST. JOHNS GOLF & COUNTRY CLUB

Registration Fee Includes: Continental Breakfast, Lunch & Prizes

FRIDAY, SEPTEMBER 21, 2018

FCAA Annual Golf Tournament St. Johns Golf & Country Club FCAA 23rd Annual Golf Tournament – REGISTRATION FORM Email to Taylor at taylor@fcaaonline.com • or Return Registration with Payment to: FCAA, 9456 Philips Highway, Suite 4, Jacksonville, FL 32256 Primary Golfer’s Name: __________________________________Handicap______________________ Company: _____________________________________________Phone Number:________________ Others in Foursome (if applicable) Name:_____________________________ Company:_______________________ Handicap: _______ Name:_____________________________ Company:_______________________ Handicap:_______ Name:_____________________________ Company:_______________________ Handicap:_______ o o o o

Primary Golfer/Company will pay for foursome Each player will pay separately Mulligans $5.00 ea. OR 3 for $10.00 (Maximum 3 per golfer) Lunch Only $30 per person TOTAL $________

SPONSORSHIP OPPORTUNITIES AVAILABLE! Sponsorships sell quickly, so don’t miss out! Contact Taylor Tucker at 904-292-1345 or e-mail her at Taylor@fcaaonline.com for more information.

Billing Information: o VISA o MC o AMEX # EXP: _________________CVV:_______ Card Number:_______________________________________________________________________ Billing Address:______________________________________________________________________ Card Holder Signature:________________________________________________________________

Providing Lake & Pond Management Services for Over 25 Years COMPETITIVE PRICING • ENVIRONMENTALLY SAFE • FREE ESTIMATES

After

Before

904-880-1817 www.bluewaterponds.com 11341 Distribution Avenue, Suite 6 Jacksonville, Florida 32256 Locally Owned and Operated

Call Today for Free Estimates

APARTMENTS

The Sheriff’s Watch – Apartments program is a voluntary partnership between the Jacksonville Sheriff’s Office, property managers, owners, staff and residents.

If you are a property manager or owner interested in learning more about this program please call the substation in your area to talk to a Coordinator.

Zone 1 (Downtown / Springfield / Eastside): (904) 924-5361 Zone 2 (Arlington / Mayport): (904) 726-5100 Zone 3 (Southside / Mandarin / San Marco): (904) 538-9902 Zone 4 (Riverside / Avondale / Ortega / Westside): (904) 573-3165 Zone 5 (Northwest / New Town / Baldwin): (904) 470-8900 Zone 6 (Northside / San Mateo / Oceanway): (904) 696-4335 Jacksonville Sheriff’s Office 501 E. Bay Street, Jacksonville, FL 32202

• Aquatic Vegetation & Algae Management • Nutrient Reduction • Pollution Reduction • Water Quality Improvement • Trash Management • Fountain / Aeration System Repair and Replacement • Ornamental Aquascaping • Game Fish Stocking

PRSRT STD U.S. POSTAGE PAID SAN ANTONIO, TX PERMIT #244