July-September 2020 Key Magazine

july/august/september 2020

Serving Orange, Seminole, Osceola, Volusia and Lake Counties

We’re Here for You, Like We Always Are.

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alet Living is your trusted partner, so you can rely on us to be there for you

and your residents in the good times and the rough times. You can trust us because our W2 associates — who you and your residents already know — are the same people who are standing by to help your community now. And we’re your partner because our rates are the same, too!

Valet Living Has Always Offered

One Time or Recurring Cleans for

Additional Services

• Clubhouse

• Pet waste clean-up

• Leasing/management office/break room

• Dog walking area/park clean-up

• Model homes

• Pet washing area deep clean

• Fitness center

• Community grounds trash pick-up

• Common areas and bathrooms

• Barbecue area clean-up

• Elevators, handrails and more • Package locker/mail box areas • All cleans are currently to the Center for Disease and Control’s (CDC) standards

#WeveGotYouCovered

We’re here to offer any assistance that your community or your team needs outside of what’s listed. Just contact us for a free quote today at 888-321-8834.

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CONTENTS Follow us on...

july/august/september 2020 Volume 46, No. 3

www.facebook.com/AAGOPage www.linkedin.com/groups/Apartment-Association-Greater-Orlando https://twitter.com/aagoeducate www.pinterest.com/aagorocks/ Instagram Username: _AAGO_

One of our member communities recently suffered a devastating fire.

AAGO Foundation volunteers sprung into action to deliver Hatching Hope relief kits to more than 40 displaced families filled with the essentials they need! We are proud to support this amazing organization and doubly proud of our selfless and giving volunteers. Thank you Sean, Renae, Meredith, Ashlee (and company) Ross, Carl and Bryce! #WeAreAAGO #AAGOFoundation Published By Direct One Print and Mail 7213 Sandscove Court, Suite 1 Winter Park, FL 32792 (407) 679-2000 FAX (407) 673-4501 www.directoneinc.com and

Apartment Association of Greater Orlando (AAGO) 340 N. Maitland Ave. Maitland, Florida 32751-4724 (407) 644-0539 • (800) 770-2246 FAX (407) 644-6288

The KEY is published quarterly in the interest of all segments of the multi-housing industry.

One copy per member is included in the membership dues.

AAGO digests information from a wide variety of sources to keep you informed, but is not in the business of rendering legal, accounting or financial advice. You should discuss legal, tax and financial matters with your own attorney, accountant or other professional advisor.

Byline articles and columns express the opinions of the writers and do not necessarily reflect AAGO’s policies or sentiments.

5 From Our President 6 AAGO New Members 7 AAGO Member Census 8 AAGO Premier Partners Education: 10 AAGO Education Calendar/Schedule 11 AAGO - Future Leader Program 12 CAM - Invest In Your Career!

13 Managing Your Professional Development 14 APASS - Get In The Fast Lane 15 Desiree Starr - Speaker/Trainer 18 Defining Moments 20 Congratulations 21 Education Advisory Council events: 22 AAGO Events Calendar/Schedule 23 Save-The-Date 2020 AAGO Trade Show 24 Save-The-Date AAGO Golden Key Awards 26 Save-The-Date AAGO Back To Business Virtual Conference foundation: 27 Industry Relief Fund 28 AAGO’s Rock & Bowl advocacy: 29 AAGO Advocacy At Work legal: 30 Three Verdicts For Landlords To Consider market trends: 32 Connect With NAA 34 The Top Benefits Of Templated Web Desgin + Top Providers For Multifamily Properties 36 Market Beat

(703) 518-6141

www.aago.org

1

Cover copyright © 2020 AAGO and its licensors.

All rights reserved.

(407) 960-2910

july/august/september 2020

3

Chip Tatum, CAM, NAAEI Faculty Chief Executive Officer

President Lee Rogers, CAM JMG Realty, Inc.

Vice President Rachelle Hundley ARM, HCCP, CPO, CAPS Royal American Management

treasurer Debby Gentry Concord Management

Desiree Starr, CAPS, NAAEI Faculty Senior VP of Training & Development

Monica Ramsey, Vice President, Member Relations

Secretary Kathy Hensley, CPM Greystar

ASSOCIATE VICE PRESIDENT Alex Mauro Ross CAS Info Tycoon

Immediate PAST PRESIDENT Ricardo Alicea, CPM, CAPS, CAM, NAAEI Faculty Collier Companies

Cynthia Cruz Events Manager

Trinity Kutschinski Public Affairs Director Beverly Duda NALP, ARM Highmark Residential

Carina Pfeiffer CAS 407apartments

Doris Granger CPM, CAPS, CAMT Carroll Management

Gregg Girard CAPS Greystar

Heather Alzate CAPS, CAM Sawgrass Apartments

Jeffrey Bey Education & Membership Manager

Jennifer Eid CAPS First Communities

Justin Frost CAS Affinity Waste Solutions

Leslie Moubray ARM, CPM Candidate

Maurice Williams OnCall Parking Manager

Melissa Dugas CAPS Royal American Management

Lee Steinhauer Government Affairs & General Counsel

Dominica Hurst Bookkeeper Michele Brice Lincoln Property Company

4

Renae Gates HCCP Dalcor Companies

The Key www.aago.org

Tami Swanson Massey Services

Tracy Lesse CAPS, CAM Rangewater Real Estate

Wendy Manning ContraVest

Lee Rogers, CPM® Candidate 2019 & 2020 AAGO President Area Vice President, JMG Realty, Inc. I think I can speak for all of us when I say that 2020 has tested our companies, our teams, our supplier partners, and our residents in ways unimaginable. The last three months of this pandemic have been particularly challenging as we all learned how to operate in a new virtual, limited contact, high-stress environment. Through all of this, it was once again made clear, our people and our industry are compassionate, innovative, and resilient.

Our industry has heart. We have heard stories of apartment owners paying rent out of their own pocket for residents who lost their jobs. Onsite teams delivering food or gift cards to vulnerable residents sheltered in place. Management companies renting laptops for their unemployed residents to use to fill out unemployment forms. Supplier partners, themselves impacted by the pandemic, dropping off care packages to our teams to show we are all in this together.

The AAGO Foundation, AAGO, and BAAA raising over $60,000 in donations for the Industry Relief Fund (IRF) to provide financial support to our colleagues who were laid off and furloughed. Although these may not be the stories grabbing headlines, they are clear demonstrations of just how many “everyday heroes” we have in our ranks!

Our industry is innovative. As restrictions, curfews, moratoriums, and “safer at home” orders were put in place, our industry quickly adapted. To curtail the spread of this nasty virus, our teams were no longer able to be in physical contact with prospects, residents, or even each other. Yet, as discussed during May’s Virtual State of the Market, leasing numbers were on par, some even better than last year. Our onsite teams became virtual leasing rock stars!

Not to be outdone, our maintenance professionals, unable to perform routine work orders, used video chats and recorded “how-to” videos to walk residents through some basic repairs they could perform on their own. In the face of eviction moratoriums, we communicated more effectively and connected with our impacted residents, implementing unprecedented solutions. All while maintaining rent collection numbers that far exceeded expert predictions!

Our industry is resilient. We do not have a playbook for the current situation we find ourselves in, but we have the “right stuff” to create new rules. Never before has our industry been so engaged and so connected. Competitors are sharing best practices, what is working, what is not, and collaborating in new ways as we continue to weather this storm together. Our teams have endured extreme working conditions, a tumultuous market, and personal hardships as a result of the pandemic. We may have some bumps and bruises, with tough times still ahead, but in all that is uncertain, one thing is for sure; our industry will emerge stronger than ever before.

Through it all AAGO, and our partners at the Florida Apartment Association (FAA) and National Apartment Association (NAA) have been proud to work alongside each of you, and to provide access to all of the ever-changing information you and your teams need to be successful. Thank you for your input, for participating in virtual town halls, for continuing to pursue professional development, and most importantly for sticking with us in the face of so much uncertainty. I am proud of you, I am proud to be a part of this industry, and I am proud to represent you through the association. Let us continue to defy the odds and not just survive but THRIVE! JULY/AUGUST/SEPTEMBER 2020

5

Welcome To All Our New Members New Community & Management Company Members Calirosa 2920 Flora Ridge Circle Kissimmee, FL 34741 152 Units

Quest Village 12799 Robin Cherney Way Orlando, FL 32828 48 Units

The Jamison 315 East Robinson Street • Suite 555 Orlando, FL 32801 315 Units

Mercury 3100 Apartments 3100 Alafaya Club Drive Orlando, FL 32817 228 Units

Reserve at Orange City 2500 Junior Street Orange City, FL 32763 105 Units

The Julian 462 Terry Avenue Orlando, FL 32805 409 Units

Parc Hill Apartments 1010 Skyline Loop Orange City, FL 32763 158 Units

Sanctuary at Centerpointe 486 Center Pointe Circle Altamonte Springs, FL 32701 300 Units

The Promenade 1240 Winter Garden Vineland Road Winter Garden, FL 34787 200 Units

Parc Hill Senior Living 1010 Skyline Loop Orange City, FL 32763 88 Units

Sentosa Reunion 400 Hidden Palm Circle Kissimmee, FL 34747 288 Units

Thrive by Watermark 141 Thrive Road Davenport, FL 33896 328 Units

Parkside at East Village 13765 NE 136th Loop Lady Lake, FL 32159 282 Units

The Beacon 2500 Florida 44 New Smyrna Beach, FL 32168 253 Units

New Associate Members All American Water Restoration 3660 Old Cheney Highway Orlando, FL 32807 Mold/Asbestos/Lead Remedeation/Restration & Consulting | Water Restoration Clean Tec Services LLC. 4625 Old Winter Garden Road • Suite A-5 Orlando FL 32811 Cleaning Services | Water Restoration | Carpet Cleaning Services | COVID-19 | Window Cleaning | Pressure Washing/Ext. Building Cleaning Creative Playthings 3000 West S.R. 426 Oviedo FL 32765 Playground & Park Equipment | Playground/Shade & Park Equipment Fair Collections & Outsourcing 12304 Baltimore Avenue Beltsville, MD 20705 Credit | Collection Services

Left Coast Construction Inc. 5001 S. MacDill Avenue, Suite 100 Tampa FL 33611 Renovations | Construction Reynolds Painting Group FL 4701 Reece Road Plant City FL 33566 Painting Rose Paving LLC 5718 E Columbus Drive Tampa, FL 33619 Parking Lot Maintenance | Asphalt Paving/Repairs | Sidewalk Repairs/ Grinding | Curb Repair/Painting Soto AAAA INC Flooring 6220 All American Boulevard Orlando, FL 32810 Floor Covering | Carpet Sales

AAGO’S MISSION STATEMENT The Source of advocacy, education, and networking opportunities for the apartment industry in central Florida.

Census AAGO MEMBER

ensus C2020 AAGO MEMBER

2020

Update your member profile by visiting, Â https://www.aago.org/membercompass

Every member counts!

Update your member profile by visiting,

AAGO

A PA R T M E N T A S S O C I AT I O N O F G R E AT E R O R L A N D O est. 1972

Thank you to our 2020 Premier Partners!

Providing Professional Cleaning Services since 1992

Roofs • Exteriors • Breezeways • Walkways • Common Areas • Detailed project plans and communication throughout the project • Fully compliant with third party groups • Licensed and insured and bonded • Uniformed work crews • Flexible scheduling with multiple crews to minimize impact on residents “Your team did a fantastic job cleaning the roofs - they look brand new! They were professional and cleaned up after themselves, and they weren’t in the way or otherwise disruptive to the property’s residents.”

Regional Manager – Orlando

AAGO education

Education Calendar 3RD quarter 2020

08 09-10 15 17

j u l y

21 22

CAMT Interior/Exterior CPO Day 1 and Day 2 EPA Maintenance for Managers Selling the Experience CAMT Plumbing

7 a u g u s t

AAGO Member Orientation Webinar CAMT Appliance Repair 12 CAM and CAS Industry 13 Essentials Landlord/Tenant Law 14 Advanced Leasing 18 Techniques 25-26 CAMT-HVAC Day 1 and 2 CAM and CAS Marketing 27

s e p t e m b e r 10

The Key www.aago.org

09-11

Futures Leaders Training

11 16 17

Eat the Frog

24-25

Future Leaders Training

CAMT Electrical CAM and CAS Property Maintenance

AAGO education

FUTURE LEADER PROGRAM

Lead, Follow, or Get out of the Way! Do you want to learn the skills to become a Manager or Maintenance Supervisor? Are you motivated to accelerate your career development?

Too often, individuals are looked over for leadership roles due to lack of training and skill development. No longer! AAGO is introducing our brand new Future Leader Program for Assistant Managers and Assistant Maintenance Technicians. Attendees will learn essential skills and techniques to gain the knowledge and understanding to become tomorrow’s leaders.

September 12th-Leadership Skills/Traits with Workshop. Meet your Mentor!

September 13th-Eat the Frog; Hiring; Development Plans; Decision Making September 26th-Financial Management and Bootcamp September 27th-Brainstorming Workshop; Going from Peer to Boss; Mentorship Updates All sessions will be at the AAGO Office from 9:00 am until 5:00 pm $179 APASS Subscribers/$199 for Members

To register or for more information please visit www.aago.org.

Note: There will be no cancellations accepted after September 7, 2019. Any cancellations received after this time will be charged the full amount of the program. No Shows will be charged for the entire class, including APASS Subscribers

The Apartment Association of Greater Orlando 340 N. Maitland Ave., Maitland, FL 32751 july/august/september 2020

11

AAGO education UPDATED CURRICULUM!

Invest in your career!

CERTIFIED APARTMENT MANAGER Earning your CAM allows you to demonstrate that you have the knowledge and ability to manage an apartment community and achieve owners’ investment goals.

If you’re a community manager or experienced assistant manager we recommend this course!

You’ll learn about: • Occupancy rates

• Contractors and vendors

• Comprehensive marketing plans

• Recruitment, hiring, orientation, and training of high-caliber employees

• Sales team management and product readiness • Equitable treatment of current and potential residents

Class Schedule August 13th - Industry Experience & Financial Management August 27th- Marketing September 17th- Property Maintenance October 8th- Human Resources October 29th- Risk Management & Legal November 12th- Resident Experience & Review

• Resident retention and the maintenance of a positive company image • Consistent and ongoing resident communication • Positive resident service and issue resolution • Enforcement of company policy in compliance with laws and regulations

• Systematic employee evaluation • Employment regulations and record keeping • Analysis of the property’s financial operations with corrective actions for underperformance • Monitoring of property performance to achieve the owner’s investment goals • Accounting principles and practices

• Property inspections

• Maximizing net operating income

• Preventive maintenance programs

• Reporting property performance honestly and accurately

• Service request process • Apartment turnover process

To register or for more information please visit www.aago.org or contact Jeffrey Bey at jeffrey@aago.org

*All classes start at 9 am at the AAGO office

$875 APASS $975 Members $1,275 Non Members

Apartment Association of Greater Orlando AAGO Headquarters 340 N. Maitland Ave Maitland, Florida 32751

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The Key www.aago.org

AAGO education

MANAGING YOUR PROFESSIONAL DEVELOPMENT Keep track of all your professional development needs right from your AAGO member compass! Review the latest news, double-check your registration for that upcoming class or event, and even run your own continuing education credit (CEC) report!

Simply log on to https://www.aago.org/, go to your member compass and click on the "My Events" tab.

Once on the My Events tab, you can view previously attended programming and in the upper right-hand corner, by clicking "Continuing Education Report" run, view, and download an exportable list of all your education credits. july/august/september 2020

13

AAGO education

APASS APASS APASS

APASS: APASS: APASS: ...Get in the Fast Lane to Education ! ...Getin inthe the Fast Fast Lane ! ! ...Get LanetotoEducation Education

The APASS program was designed to offer our standard seminars at a discount to our members. Simply pay a low monthly fee and send as many team members on your community as you wish to as many The APASS program was designed to Apartment offer our standard seminars a members discount to members.

Simply classes asprogram your wish every month! to communities that at areat of our AAGO enroll forSimply The pay APASS was designed offer ourmembers standard seminars a discount to ourtomay members. a low monthly fee and send as many team on your community as you wish as many $795 prepaid OR $69 a month for 12team months to send as many onsite team members to astomany pay only a low monthly fee and send as many members on your community as you wish as many classes as your wish everywould month!

Apartmentthe communities that are members of AAGO may enroll for APASS your seminars they like throughout year. classes wishas every thatonsite are members of AAGO only as $795 prepaid OR $69month! a month forApartment 12 months communities to send as many team members to as may manyenroll for onlyAPASS $795 prepaid OR $69 awould month for 12 months to send as many onsite team members to as many seminars as they like throughout the year.

APASS subscribers also will receive 10% off all NAA designation classes such as NALP, CAM, CAMT,

APASS seminars as they would like throughout the year.

CAPS as well as 10% off certification classes such as CPO, EPA, and 410 A Certification. APASS

APASS subscribers also will receive 10% off all NAA designation classes such and as NALP, CAMT, subscribers receive 10% off Leadership Development, Fair Housing & Beyond FutureCAM, Leaders too!

CAPS as well as 10% off certification classes such as CPO, EPA, and 410 A Certification.

APASS APASS subscribers also will receive 10% off all NAA designation classes such as NALP, CAM, CAMT, subscribers receive off Leadership Development, Housing Beyond Future Leaders too!

CAPS as well as 10% 10% off certification classes such as Fair CPO, EPA, &and 410 Aand Certification.

APASS

subscribers receive 10% off Leadership Development, Fair Housing & Beyond and Future Leaders too!

You get all these classes for FREE! You get all these classes for FREE!

Marketing to The Hispanic Customer Building your Dream Team You get all these classes for FREE! Leasing 101 Excel Marketing to The Hispanic Customer Building your Dream Team Landlord Tenant Law Maintenance For Managers Leasing 101 Excel Renewal Strategy Workshop Advanced Leasing Marketing The Hispanic Customer Building your Dream Team Landlordto Tenant Law Maintenance ForTechniques Managers Intro to101 the Apartment Industry Eat the FrogLeasing Time Management Leasing Renewal Strategy Workshop Advanced TechniquesExcel AAGO Membership Orientation Tracey's Telephone Techniques Landlord Law Industry For Managers Intro to Tenant the Apartment Eat theMaintenance Frog Time Management Preventative Maintenance Supervisory Skills Renewal Strategy Workshop Advanced Leasing Techniques AAGO Membership Orientation Tracey's Telephone Techniques Selling the Experience Coaching For Peak Performance Intro to the Apartment Industry Preventative Maintenance Eat the Frog Time Management Supervisory Skills Are youthe theExperience One Marketing Solutions Fair Housing Workshop Selling Coaching ForTelephone Peak Performance AAGO Membership Orientation Tracey's Techniques Customer Selling Solutions Fundamentals of Leasing Are you theCentric One Marketing Fair Housing Workshop Preventative Maintenance Supervisory Skills Selling without Concessions Building your Brand Customer Centric Selling Fundamentals of Leasing

Selling the Experience without AreSelling you the One Concessions Marketing Solutions Customer Centric Selling Selling without Concessions

Coaching For Peak Performance Building your Workshop Brand Fair Housing Fundamentals of Leasing Building your Brand

The APASS is our way of saying "Thank You" to our loyal members while is offering quality education at You" an affordable price.

The APASS our way of saying "Thank to our loyal members while offering quality education at an affordable price.

It really is a NO BRAINER! The APASS isItour wayis of asaying "Thank You" to our loyal really NO BRAINER!

members while offering quality education at an affordable price.

14

It really is a NO BRAINER!

The Key www.aago.org

AAGO education

Desiree DesireeStarr Starr SPEAKER/TRAINER SPEAKER/TRAINER

PASSION, PASSION, EXPERIENCE, EXPERIENCE, INNOVATION, INNOVATION, EXPERTISE EXPERTISE

SEMINAR SEMINAR TOPICS TOPICS CHOOSE CHOOSE FROM FROM LEASING, LEASING, SALES, SALES, MARKETING, MARKETING, LEADERSHIP, LEADERSHIP, TEAM TEAM BUILDING, BUILDING, CUSTOMER CUSTOMER SERVICE SERVICE OROR GENERAL GENERAL MOTIVATION MOTIVATION SEMINARS SEMINARS

HotHot Leasing Leasing Techniques Techniques AreAre You You TheThe One? One? Marketing Marketing Strategies Strategies Marketing Marketing to the to the Generations Generations Customer Customer Centric Centric Selling Selling Coaching Coaching forfor Peak Peak Performance Performance 212212 Degrees Degrees Essential Essential Supervisory Supervisory Skills Skills Every Every Leader Leader Needs Needs Building Building Your Your Dream Dream Team Team Many, Many, Many Many More!

More!

Desiree Desiree hashas an an unparalleled unparalleled enthusiasm enthusiasm and and talent talent for for developing developing people. people.

As As SVPSVP of Training of Training & & Development Development for for thethe Apartment Apartment Association Association of of Greater Greater Orlando Orlando sheshe hashas thethe unique unique opportunity opportunity to to develop develop timely, timely, relevant, relevant, customized customized and and innovative innovative programming programming for for AAGO AAGO members. Mrs. members. Mrs. Starr Starr hashas been been instrumental instrumental in the in the development development of of nationally nationally recognized recognized AAGO AAGO programming programming such such as as Lease-A-Palooza, Lease-A-Palooza, and and thethe leadership leadership development development program program LEAP® LEAP® (Lead.

(Lead.

Engage.

Engage.

Apply.

Apply.

Perform).

Perform).

SheShe hashas presented presented for for management management companies companies and and associations associations throughout throughout thethe country, country, and and consistently consistently receives receives rave rave reviews reviews and and attendee attendee feedback. feedback.

SeeSee below below for for a few a few examples! examples!

TESTIMONIALS TESTIMONIALS

FOR FOR BOOKING BOOKING INQUIRIES INQUIRIES OROR MORE MORE INFORMATION INFORMATION Phone: Phone: (407) (407) 473-2640 473-2640 Email: Email: desiree@aago.org desiree@aago.org

THANK THANK YOUYOU FORFOR SPEAKING SPEAKING AT OUR AT OUR MANAGER'S MANAGER'S CONFERENCE! CONFERENCE! THETHE GROUP GROUP KEEPS KEEPS TALKING TALKING ABOUT ABOUT HOW HOW MUCH MUCH THEY THEY ENJOYED ENJOYED YOU, YOU, THETHE CLASS, CLASS, ANDAND THETHE ENERGY ENERGY YOUR YOUR BROUGHT! BROUGHT! LYNN LYNN E, REGIONAL E, REGIONAL VICE VICE PRESIDENT PRESIDENT

LEASING LEASING 101 101 WAS WAS INCREDIBLY INCREDIBLY INTERESTING INTERESTING AND AND INFORMATIVE, INFORMATIVE, AND AND THERE THERE HONESTLY HONESTLY WASN'T WASN'T A SINGLE A SINGLE THING THING ABOUT ABOUT IT THAT IT THAT I I DIDN'T DIDN'T LIKE! LIKE! YOUYOU GAVE GAVE ME ME A NUMBER A NUMBER OF VERY OF VERY GOOD GOOD TOOLS TOOLS FORFOR DEALING DEALING WITH WITH RESIDENTS RESIDENTS AND AND PROSPECTS, PROSPECTS, SUCH SUCH AS NOT AS NOT ALLOWING ALLOWING POSITIVE POSITIVE OR OR NEGATIVE NEGATIVE REACTIONS REACTIONS FROM FROM PEOPLE PEOPLE TO TO CHANGE CHANGE OUROUR BEHAVIOR. BEHAVIOR. I LOVED I LOVED THETHE TIPSTIPS FORFOR DEMONSTRATING DEMONSTRATING FEATURES FEATURES IN THE IN THE APARTMENTS,!

APARTMENTS,!

I WOULD I WOULD ABSOLUTELY ABSOLUTELY RECOMMEND RECOMMEND THIS THIS CLASS CLASS TO TO OTHERS OTHERS AS MEANS AS MEANS OF IMPROVING OF IMPROVING THEIR THEIR PERFORMANCE, PERFORMANCE, AND AND ON ON A SCALE A SCALE OF ONE OF ONE TO TO TEN,TEN, I'D RATE I'D RATE DESIREE DESIREE STARR STARR A TWENTY! A TWENTY!

Warren Warren M, M, Assistant Assistant Manager Manager

july/august/september 2020

15

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AAGO education

By David R. Bales, CPM Executive Vice President, Green National

H

ave you experienced yours? The moment that the switch was flipped for me and I set my first steps on the path that led me to where I am today occurred in 1992, in the months following Hurricane Andrew. October 1992 to be exact. I lived in Kendall, a suburb of Miami. In 1992, I managed a community at that time that was a sportsoriented community with 6 tennis courts, a tennis pro, an active resident profile and a beautiful community.

My occupancy stayed high, and I reveled in the weekly calls that had me atop the lists, and the reports that came out, had me atop the list. Just 8 months before Andrew I had won the Manager of the Year award, and I placed this trophy in my window at the office to make sure all could see it. I had a team, yes, but they were there before me and weren’t very successful. I made them successful. My hard work and my drive and constant pushing made us successful. I didn’t hold meetings. We just came in, I gave out assignments, and I walked around inspecting those assignments. Yet, we were successful.

Until we weren’t. Until Andrew reminded me of how small my role had become. Suddenly the market was devastated.

People were homeless. At my community, we lost a few roofs. People moved out. They went back home with family. My “team”, which was really a bunch of individuals, including me, was at a loss and weren’t sure how to work in this new reality. We couldn’t find our ground for any type of recovery. It became very clear to me later, that I certainly didn’t know how to lead them out of this position we found ourselves in. We struggled with steps, as we were victims too, and even though we knew we had to work and we wanted to work, we could not help feeling a little sorry for ourselves all the while.

The people who reported to me would ask me things, seeking answers or direction and instead of thinking first, many times I would reply with an answer that may have “felt right” but would often be misunderstood, or would not be on the mark, or would simply be white noise. I was lost, and so were they. It was clear I had some growing up to do. As I went with my gut, I decided to take control of everything myself. I would handle the collections. I would handle computer input. I would handle expense control. I 18 18

The The Key Key www.aago.org www.aago.org

would handle inspections. I wanted it done right. So, I did it myself, believing I was the only one capable. The team was fine with it, because they were off the hook for the results.

As I did this, the performance of the community continued to erode. After all, how could it not? The leadership of the company would check on me, give me a pep talk, encourage me and offer some support which I took as assurance that they had my back. The performance continued to erode.

In October, the SVP for the entire Eastern Region came to visit me. I had known this gentleman a long time. We had a history of many years working together prior to this company we were working now. He and I sat in my office one night in the weeks after Andrew, talking about the issues, and suddenly, I felt the mood change, the tension rose and inside me as I could tell that Steve had something on his mind. He began to ask me a series of questions.

Who is handling the collections? Answer: I am Who is handling resident follow up? Answer: I am Who is leasing and showing the apartments? Answer: I am Who is taking responsibility that we market and advertise?

Answer: I am At that point Steve stopped and said to me in a stern tone, surprising me, that “we may as well let everyone go and save the payroll,” since I wasn’t letting them help me anyway. I was not taking advantage of my resources. He told me that what I was doing was not sustainable, and it has to change, and it had better change. He told me, “I’m not sure you can even handle this job. It may be too big for you. You don’t seem to even know how to guide this team”. These words stung.

Having enjoyed nothing but accolades my entire career to that point, the reality of what was just said hit me. Had I been wrong about myself? Was I just “lucky”? That night, I went home and thought about it all. I really did. I realized that over the years no one that I’d worked with before at any site ever told me I was a good leader. No one had really stayed in touch with me anywhere I managed to see

AAGO education

how I was doing. Had I selfishly convinced myself that I was the glue and magic of my own success?

Steve’s words hung around in my head for several days, and eventually he reached out to suggest some leadership resources for me which I took to heart. As a result, I began a new chapter in my life. Very soon thereafter I had a meeting with the team and apologized for letting them down. I let them know I needed them, and we needed each other to be successful. We began to turn things around. As a team where collaboration became the centerpiece we began to find traction. Without going through every step, I can summarize all of this by saying we met regularly. I shared our economic progress and results. I created graphs to show our successes and displayed them. I let different people lead the meetings as we gathered. We met daily to celebrate any win. Every win. No matter how small. Everyone counts. Everyone matters. There is no right or wrong way to gel as a team, as long as you create the opportunity to bond.

I found the magic of leading the team by encouraging their many talents, strengths and contributions, then recognizing those regularly in front of the group, as well as privately. I won the team over by staying strong enough to ask them to help me plan the next steps and offer input along the way. In October 1992, I changed my life. Steve changed my life. Since that time, I have remained focused on developing people, recognizing people, appreciating people and truly realizing my life’s calling of service. Serving others by being a good coach, a good listener, a good resource, and a loyal supporter of the people on my team. This period now lives in my mind with enthusiasm and pride of how we came together.

So today, as we go through the most significant challenge

in our lives with COVID19 impacting us all in so many ways, it would be easy to slip into a funk that can carry you away before you know it. It would be easy as we even stay further apart, to not make that personal reconnection with the people that matter most and the teams that make us successful. No one needs to go through a Hurricane or a Pandemic to experience an epiphany. We only need to open our eyes to see that we need each other. The difference in the outcome rests with you. You can only control what you have physical strength over, and your attitude is one you certainly do have strength over. Don’t miss the window before you to make a huge change and come through these things better and stronger than you were when you went in.

Be a good leader, by being someone people can trust and count on. Don’t break your arm trying to pat yourself on the back. Instead reach out to people who follow you and let them know you value them, and if they need coaching or course correction, do it. But do it in a manner that leaves people energized, not broken. Do it in a manner that says they can trust you, not fear you. So, as you deal with your own version of life in this new reality, remember, you need the team. It is a privilege to lead. Give people a vote of confidence by leaning into each other , instead of just leaning on each other. Everyone has something vital to contribute. Everyone counts. Everyone matters.

I hope this story inspires you to tell your story somehow.

The people I lead today now know this about me. I evolved over the years and in many ways. It’s important that we change and grow, as we are all still evolving. Let people in ,and trust them, so they can also trust you.

Be the difference. My special thanks to Steve F. Hallsey. He was certainly the difference maker for me.

july/august/september 2020

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AAGO education

Congratulations

to the following individuals for successfully completing their prestigious NAAEI Professional Designations.

Certified Apartment Manager

Cali Anthony, CAM Angelica Carey, CAM David Lobsinger, CAM Tiffiney Nevels, CAM Priscila Urena Rios, CAM

Certified Apartment Portfolio Supervisor

Rose Alcala, CAPS Amber Barrett, CAPS Norma Dean, CAPS

Certified Apartment Maintenance Technician

Victor Colon, CAMT Greg Pullen, CAMT

If you are interested in enrolling in an upcoming designation program, please visit www.aago.org or email Jeffrey Bey at Jeffrey@aago.org.

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Maintenance Supply Headquarters has joined forces with Lowe’s to bring you one-stop shopping for facility maintenance and renovation supplies for the multifamily housing and hospitality industries. This new partnership means some positive changes — like more inventory and a greater product selection — but what hasn’t changed is our dedication to serving you. As a valued customer, you will still experience the same loyalty and customer service you have come to expect.

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DON'T WAIT ON US. WE WAIT ON YOU Our team of focused, passionate, knowledgeable professionals provide world-class service to our multifamily housing industry customers.

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supplyHQ.com Phone: 888.632.6747 Fax: 877.636.6747 Bilingual: 888.281.0255 © 2020 Lowe’s. LOWE’S, the Gable Mansard Design and MSH and Design are registered trademarks of LF, LLC. All rights reserved.

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AAGO education

HEATHER ALZATE HEATHER ALZATE HEATHER CHAI R O F E D UCALZATE A T I O N A D VI S O R Y

Ce O UN C IuLc at i o n C h aiCHAI r o f t h e d R O FEDUC E D U CAT I O N AD V I SO RY CHAIR OF ATION ADVISORY adv i s o ry CO U Nc CIo L uncil C OUNC IL Our communities, residents and teams are depending on our Industry for support, Our communities, residents and teams are depending on our Industry for support, understanding and guidance as we ride through uncharted waters of a pandemic. understanding and guidance as we ride through uncharted waters of a pandemic. residents teams depending on our Industry for support, WeOur arecommunities, essential.

AAGO hasand found it are even more important than even to ensure we We are essential. AAGO has found it even more important than even to ensure we understanding and guidance as through waters of aorders, pandemic. have all resources available towe our peers as weuncharted navigate through stay orders, have all resources available toride our peers as we allall navigate through stay We are essential.

AAGO found it even more important than even to ensure we social distancing, job loss and uncertainty. social distancing, job losshas and uncertainty. have all resources available to our peers as we all navigate through stay orders, social distancing, job loss and uncertainty.

Education has always been a top priority at AAGO. This new challenge only

empowered ourbeen Education Advisory Council AAGO This leadersnew to find new ways only Education has always a top priority atand AAGO. challenge to bring education to our members. As stay at home orders became the new empowered ouralways Education Council and AAGO leaders to only find new ways Educationnormal has been aAdvisory topAAGO, priority atwith AAGO. This new challenge in Central Florida along the Bay Area Apartment Association to empowered bring education to our members.

As stay at home orders became the new hosted webinars. Advisory Our instructors and Association facilitated variety our 32 Education Council and AAGOleaders leaders to finda new ways of webinars and online courses including social media, leasing, fair housing and to bring to our members.

As stay at home orders became the new Association normal ineducation Central Florida AAGO, along with the Bay Area Apartment COVID-19 and continue to provide new information and courses to us almost normal Central Florida AAGO, along with the Bay Area Apartment Association hosted 32inwebinars.

Our instructors and Association leaders facilitated a variety daily. hosted 32 webinars.

Our instructors and Association leaders facilitated a variety of webinars and online courses including social media, leasing, fair housing and of webinars and online courses including media, leasing, fair housing COVID-19 and continue to provide newsocial information and courses to us and almost COVID-19 and continue to provide new information and courses to us almost Continuing with our APASS promise, our APASS members were able to take daily. daily.

advantage of many free webinars and will continue to do so in the future. We are not only focusing on our leasing teams and have developed several webinars for maintenance team members.

Continuing APASSpromise, promise, our APASS members able to take Continuingwith with our our APASS our APASS members werewere able to take Our CAM designation class was quickly converted from aso classroom toWe areWe are advantageof ofmany many free webinars and will continue to doto theinsetting future. advantage free webinars and will continue doinso the future. online zoom meetings.

We teams have 20and students fromseveral AAGO and another 18 onlyfocusing focusing on our leasing have developed webinars for notnot only on our leasing teamsCAM/CAS and have developed several webinars for students from FCAA, BAAA, NCFAA. Both students and instructors have been very maintenance team members. maintenance team members. flexible while a zoom based program was quickly developed.

Our CAM designation class was quickly converted from a classroom setting to

We will continue to provide education services to our members with fluidity in Our CAM designation class was20 quickly converted from a classroom setting online zoom We have CAM/CAS students from AAGO another 18to ourmeetings. processes. More uncertainties and changes are bound to occur in and the future online zoom meetings.

We have 20 CAM/CAS students from AAGO and another 18 months; however AAGO’s commitment to education will remain strong andbeen as students from FCAA, BAAA, NCFAA. Both students and instructors have very education has no boundaries. students from FCAA, BAAA, NCFAA. Both students and instructors have been very flexible while a zoom based program was quickly developed. flexible while a zoom based program was quickly developed.

We will continue to provide education services to our members with fluidity in our processes. More uncertainties and changes are bound to occur in the future Wemonths; will continue to provide education services to our members with fluidity in however AAGO’s commitment to education will remain strong and as our processes. uncertainties and changes are bound to occur in the future education hasMore no boundaries.

months; however AAGO’s commitment to education will remain strong and as education has no boundaries.

july/august/september 2020

21

AAGO events

EVENTS EVENTS CALENDAR CALENDAR 3RD 3RD QUARTER QUARTER 20202020

JULYJULY 6 – 17 6 –VIRTUAL 17 VIRTUAL

JULY 6 – 17EXCHANGE VIRTUAL BUSINESS BUSINESS EXCHANGE BUSINESS EXCHANGE JULYJULY 2020 2020 ROCK-N-BOWL ROCK-N-BOWL JULY 2020 ROCK-N-BOWL AAGO AAGO FOUNDATION FOUNDATION AAGO FOUNDATION JULYJULY 28 WAR WAR 28 WAR ON ON JULY 28 ON I4 I4 I4 LIP SYNC SYNC LIP SYNC BATTLE BATTLE LIP BATTLE

SEPTEMBER SEPTEMBER 22 22 "GAME ON" ON" SEPTEMBER 22"GAME “GAME ON” TRADE TRADE SHOW SHOW TRADE SHOW DATES DATES ARESUBJECT ARE SUBJECT SUBJECT TO CHANGE CHANGE TO CHANGE DATES ARE TO COMING COMING SOON.......

SOON.......

COMING SOON.......

MID-FLORIDA HOUSING SUMMIT MID-FLORIDA MID-FLORIDA HOUSING HOUSING SUMMIT SUMMIT – –– OCTOBER OCTOBER 9,9, 2020 9, 2020 OCTOBER 2020 MAINTENANCE MAINTENANCE APPRECIATION APPRECIATION -– MAINTENANCE APPRECIATION FALLFALL 20202020 October 29, 2020 GOLDEN GOLDEN KEY KEY AWARDS– AWARDS– DECEMBER 5, 5, GOLDEN KEY AWARDS – DECEMBER 20202020 DECEMBER 5, 2020 22

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AAGO events

TRADE SHOW SEPTEMBER 22, 2020 THE CENTRAL FLORIDA FAIRGROUNDS

For additional trade show info check out, www.aago.org/events/2020-trade-show

july/august/september 2020

23

AAGO events

GOLDEN KEY AWARDS Save the Date !

Saturday, 6:oo p.m.

December 2nd 2020

Hilton Orlando International Drive

Online nominations now open www.GoldenKeyNominee.com 24

The Key www.aago.org

AAGO events APARTMENT ASSOCIATION OF GREATER ORLANDO PRESENTS:

GOLDEN KEY AWARDS N O M I N AT I O N P R O C E S S To submit a nomination, simply log onto www.goldenkeynominee.com and complete one form for each nomination.

There is no limit to the number of entries in a category. All members of AAGO are eligible to enter.

Each nomination must be submitted with the following: jpeg photo; summary of accomplishments; letter (s) of recommendation; entry fee of $25 for Individual Award or $25 Team/Property Award based on Community Size: Small (0-250 Units) Medium (251-399 Units) Large (400+ Units)

Individual Achievement Awards

Team/Property Awards

Maintenance Supervisor of the Year

Community of the Year

Property Manager of the Year

Best Lease-Up Community of the Year

Assistant Manager of the Year Leasing Manager of the Year

Service Team of the Year

Service Tech of the Year

Affordable Community of the Year

Porter/Groundskeeper/Housekeeper of the Year

Luxury Community of the Year

Management Company Rookie of the Year Leasing Consultant of the Year Regional Supervisor of the Year Corporate Support Person of the Year (Management) Corporate Support Person of the Year (Supplier)

Renovated Community of the Year Student Housing Community of the Year Best Curb Appeal Best Social Media Campaign of the Year Interior Design: Clubhouse, Model, Leasing Office

Account Executive of the Year (Supplier)

Best Marketing Campaign

Supplier Company Rookie of the Year

Supplier Company of the Year JULY/AUGUST/SEPTEMBER july/august/september 2020

25

AAGO events

A virtual experience like no other, the Business Exchange Virtual Conference has been completely reimagined and transformed.

Featuring live interviews with management company leaders, property portfolio insights, operation and CapEx needs, as well as, bidding and compliance requirements.

Dates Monday, July 6, 2020 through Friday, July 17, 2020 MEMBER PRICING Property Management Companies- FREE for members Supplier Companies & Professional Services FirmsIndividual- $99.00Â Company (Up to 6 Participants)- $399.00

Learn more at, https://www.aago.org/events/be20200 26

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AAGO FOUNDATION

july/august/september 2020

27

AAGO Foundation

Join other Join other industry industry leaders leaders

in making a in making a difference

difference

K C RO

&Â

BOW Date: To Be Announced Where: AMF Altamonte Lanes 280 Douglas Ave, Altamonte Springs, FL 32714 Time: 6pm- 8pm

28

The Key www.aago.org

L

AAGO ADVOCACY

In an effort to reopen the economy, federal, state, and local lawmakers continue to fire on all cylinders, putting parameters in place to help us get back on "track."

Between the press conferences, briefings, and seemingly ever-changing policies, procedures, and protocols, it may be difficult to keep up track of what's what.

Don't Don'tworry, worry, has youcovered. covered. has you GETTING BACK TO BUSINESS, TOGETHER.

We're staying up-to-date on the latest, so you don't have to. Visit, https://www.aago.org/news/ and, https://www.aago.org/news/COVID-19 For all of the latest industry-related news and resources.Â

july/august/september 2020

29

AAGO legal LEGAL NEWS by KEVIN KNIGHT

THREE VERDICTS FOR LANDLORDS TO CONSIDER This article will examine three verdicts that involve commonly encountered situations in apartment complexes.

McMahon vs. Pollo Operations, Palm Beach County Circuit Court Case No: 17­8489 (Judge Janis Keyser 6/21/19):

Case No: 13­14981 (Judge Thomas Rebull 8/16/19):

FACTS: McMahon tripped and fell in a hole in a landscaping island located on Pollo’s property. McMahon asserted that Pollo failed to warn people of the dangerous condition and failed to properly maintain the area.

FACTS: Jackson asserted that she By: Kevin Knight slipped and fell in an apartment building as a result of water that had leaked on to the floor in the hallway outside of her unit from faulty plumbing. The building owner countered by claiming that Jackson was negligent and her negligence caused her fall.

As a result of her fall, McMahon suffered a complex tear of her right medial meniscus and underwent knee surgery.

Pollo noted that McMahon had no witnesses to support her fall and she couldn’t locate the exact location where she fell. Pollo also noted that the general area where McMahon claimed she fell was not intended to be a “walking area.”

Pollo also contended that its employees inspected the area and found no hole or depression that could have caused McMahon to trip and fall. Finally, Pollo noted that McMahon chose to step off a designated walking area and walked in a landscaped area surrounded by a concrete curb.

With regard to her injuries, Pollo pointed out that McMahon was cleared by her doctors 3 weeks after the fall.

VERDICT: The jury found Pollo 100% at fault and awarded McMahon $55,181, which included $25,181 in medical expenses, $15k for past pain and suffering and $15k for for future pain and suffering.

Jackson vs. Ken 21 St., Miami-Dade County Circuit Court

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The Key www.aago.org

As a result of the fall, Jackson claimed that she had cervical and lumbar disc herniations and underwent two back surgeries as well as a neck surgery. She also claims that she now occasionally has to use a cane and has trouble walking.

The owner also asserted that she had pre existing issues which caused her neck issues.

There was an interesting “side issue” that ended up spelling the outcome of the case. Two days prior to Jackson’s slip and fall the apartment building had been sold. The new owner being sued by Jackson contended that they had a pre sale inspection of the property which had revealed no leaky pipes.

VERDICT: The jury found that the new owner of the property sued by Jackson was NOT negligent.

Reyes vs. Big Lots, Broward County Circuit Court Case No:

AAGO legal 16-9235 (Judge Jeffrey Levenson 4/18/19): FACTS: Reyes claims that she slipped and fell as a result of a “foreign transitory substance” on the floor. In particular, she asserted that there was a substance on the floor that had “track marks” through it. She suggested that the track marks confirmed that the substance had been on the ground for some time.

As a result of the fall, Reyes claimed that she she suffered injuries to both her knees and had to undergo two surgeries to one knee and one surgery to the other knee. Her past bills were $150k+ and her doctors testified that she would likely need two knee replacement surgeries in the future.

At trial, Defendant’s employees testified after the fall they saw what appeared to be some very minor indications of ice cream where she fell but there was no way of saying how long it had been on the floor. Defendant also claimed that the type of sandals worn by Reyes contributed to her fall.

VERDICT: The jury found no negligence on Defendant.

CLOSING: These three verdicts indicate the type of activity that could easily be present in an apartment building and could result in “landlord exposure.” Landlords must train their employees to maintain a “keen eye” to leaks and substances that could create a slip and fall hazard.

Industry Ad_Greater Orlando.qxp_Layout 1 5/22/20 7:50 AM Page 1

july/august/september 2020

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AAGO market trends

CONNECT WITH NAA CONNECT WITH NAA CONNECT WITH CONNECT WITH NAA NAA

By Mike Holmes, Easlan Management Company By Mike Holmes, Easlan Management Company of the Board 2020 National Apartment Association Chairman By Mike Holmes, Easlan Management Company of the Board 2020 National Apartment Association Chairman By Mike Holmes, Easlan Management Company of the Board 2020 National Apartment Association Chairman 2020 National Apartment Association Chairman of the Board

NAA Launches Click & Comply

NAAis Launches Click & NAA excited to announce theComply launch NAA Launches Click & NAA excited to management announce theComply launch of its is newest risk and NAAnewest Launches Click & NAA excited to management announce theComply launch of its is risk compliance solution, NAA Clickand & Comply.

NAA excited to management announce theand launch of its is newest risk compliance solution, NAA Click & Comply.

Because companies are always seeking of its newest risk management and compliance solution,are NAA Click seeking & Comply.

Because companies always to enhance onsite operations to avoid compliance solution,are NAA Click seeking & Comply.

Because companies always to enhance onsite operations to avoid unbudgeted expenses and increase asset Because companies are always seeking to enhance onsite operations to avoid unbudgeted and increase asset performance,expenses NAA’s newest performance to enhance onsite operations to avoid unbudgeted expenses and increase asset performance, NAA’s newest performance management and compliance software does just that by creating unbudgeted expenses and increase asset performance, NAA’s newest performance management and compliance does just that by creating actionable intelligence for yoursoftware asset’s life cycle: performance, NAA’s newest performance management and compliance software does just that by creating actionable intelligence for your life with cycle: • Ensure consistency andasset’s efficiency property-level management and compliance softwarelife does just that by creating actionable intelligence for your cycle: • Ensure consistency andasset’s efficiency with property-level operations actionable intelligence for your life with cycle: • Ensure consistency andasset’s efficiency property-level operations • Mitigate risk by staying code compliant • Ensure consistency and efficiency with property-level operations •• Mitigate risk by staying code compliant Move from reactive to proactive management •• operations Mitigate riskreactive by staying code compliant from to with proactive management • Move Improve transparency custom reporting/ •• Mitigate riskreactive by staying code compliant Move from to proactive management • dashboards Improve transparency with custom reporting/ •• Move from reactive to with proactive management Improve transparency custom reporting/ dashboards • Execute, monitor, store and report on tasks • Improve transparency with custom reporting/ dashboards • Execute, monitor, store and report on tasks and inspections • dashboards Execute, monitor, store and report on tasks and inspections • Execute, monitor, store and report on tasks and inspections Learn more about NAA Click & Comply, including how and inspections Learn more NAA Click & Comply, including you can haveabout this software implemented within 60how days, Learn more NAA Click & Comply, including younaahq.org/operation-solutions/naa-click-comply. can haveabout this software implemented within 60how days, at Learn more NAA Click & Comply, including you can haveabout this software implemented within 60how days, at naahq.org/operation-solutions/naa-click-comply. you can have this software implemented within 60 days, at naahq.org/operation-solutions/naa-click-comply. at naahq.org/operation-solutions/naa-click-comply.

Apartmentalize to Be Held Nov. 4-6 in Dallas Apartmentalize to Be Held Nov. 4-6 Dallas NAA’s priority is to ensure a safe experience for allinevent Apartmentalize to Be Held Nov. 4-6 in Dallas NAA’s priority is to ensure a safe experience for all event attendees, and has announced Apartmentalize, the rental housing Apartmentalize to Be Held Nov. 4-6 inevent Dallas NAA’s priority toannounced ensure a safe experience for attendees, and is has Apartmentalize, theallrental housing

industry’s largest, most powerful annual event, has moved to NAA’s priority toannounced ensure a safe experience for event attendees, and is has Apartmentalize, theallrental housing industry’s most powerful annual to of Nov. 4-6 inlargest, Dallas in conjunction with theevent, 2020 has NAAmoved Assembly attendees, and has most announced Apartmentalize, the rental housing industry’s largest, powerful annual event, has moved to of Nov. 4-6 inmeeting.

Dallas inEvent conjunction the 2020 NAA Assembly Delegates detailswith will follow in the coming weeks, industry’s most powerful with annual has moved to of Nov. 4-6 inlargest, Dallas in conjunction theevent, 2020 NAA Assembly Delegates meeting.

Event details will follow in the coming weeks, but you can continue to expect top-notch educational sessions, Nov. 4-6 in Dallas in conjunction with the 2020 NAA Assembly of Delegates meeting.

Event detailstop-notch will follow in the coming weeks, but you can continue to expect educational sessions, exciting keynote speakers and robust opportunities to network Delegates meeting.

Event details will follow in the coming weeks, but you can continue to expect top-notch educational sessions, exciting keynote speakers and robust opportunities to network at Apartmentalize. but you can continue to expect top-notch educational sessions, exciting keynote speakers and robust opportunities to network at Apartmentalize. exciting keynote speakers and robust opportunities to network at Apartmentalize.

In recognition that education and professional development at Apartmentalize.

In recognitiondedicated that education and professional opportunities to overcoming businessdevelopment and operational In recognitiondedicated that education and professional opportunities to overcoming businessdevelopment andindustry operational challenges post-pandemic is critical in keeping the In recognitiondedicated that education and professional opportunities to overcoming businessdevelopment andindustry operational challenges post-pandemic is critical in keeping the strong, NAA is also excited for the opportunity to bring to life opportunities dedicated to overcoming business the andindustry operational challenges post-pandemic isforcritical in keeping strong, NAA is also excited the opportunity to bring to life our first ever remote event, APTvirtual, enabling us to offer this challenges post-pandemic is critical in keeping the industry strong, NAA isremote also excited for the opportunity tousbring to life our first ever event, APTvirtual, enabling to offer this best-in-class event to our members regardless of their locations. strong, also excited for the opportunity tousbring to life our firstNAA ever is remote APTvirtual, enablingof to offer this best-in-class event toevent, our members regardless their locations. our first ever event remotetoevent, APTvirtual, enablingofustheir to offer this best-in-class our members regardless locations.

Learn more and register at naahq.org/apartmentalize. best-in-class event to our members regardless of their locations.

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National Apartment Association National Apartment Association National Apartment Association Apartment Association 32 National The Key www.aago.org

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COVID-19 Guidance and Resources Available COVID-19 Guidance and of Resources NAA has made available a litany resources forAvailable apartment COVID-19 Guidance and of Resources NAA hasand made available a litany resources forAvailable apartment owners operators contending with the unique challenges COVID-19 Guidance and of Resources NAA hasand made available a litany resources forAvailable apartment owners operators contending with the unique challenges created by the COVID-19 pandemic.

NAA has made available a litany ofwith resources for apartment owners operators contending the unique challenges created and by the COVID-19 pandemic. owners and operators contending with the unique challenges created by the COVID-19 pandemic.

Visit naahq.org/coronavirus-guidance to gain insight into: created by the COVID-19 pandemic.

Visit naahq.org/coronavirus-guidance to gain insight into: • Operational best practices Visit naahq.org/coronavirus-guidance to gain insight into: •• Operational best practices Advocacy, legal and regulatory concerns Visit naahq.org/coronavirus-guidance to gain insight into: •• Operational bestand practices Advocacy, legal regulatory concerns • Over 40 new, on-demand Webinars on a host •• Operational bestand practices Advocacy, legal regulatory concerns • of Over 40 new, on-demand industry-related topics Webinars on a host •• Advocacy, legal and regulatory concerns Over 40 new, on-demand on a host of industry-related topics Webinars • COVID-19-specific property management training • Over 40 new, on-demand on a host industry-related topics Webinars • of COVID-19-specific property management training and coursework of industry-related topics • COVID-19-specific property management training and coursework • Economic and industry reports • COVID-19-specific property management training and coursework •• Economic and industry reports Media guidance coursework •• and Economic and industry reports guidance • Media Supplier partner resources •• Economic and industry reports Media guidance • Supplier partner resources Media guidance •• Supplier partner resources • Supplier partner resources

Stay in the Know: Sign Up for NAA Newsletters Stay in the Know: Up for NAA Newsletters From operations insightsSign to leading-edge marketing strategies, Stay in the Know: Sign Up for NAA Newsletters From operations insights to leading-edge marketing NAA’s suite of weekly and monthly e-newsletters arestrategies, designed Stay in the Know: Sign Up e-newsletters for NAA Newsletters From insights leading-edge marketing NAA’soperations suite of weekly andtomonthly arestrategies, designed to leave readers with the business intelligence needed to be From operations insights tomonthly leading-edge marketing NAA’s suite of weekly andbusiness e-newsletters arestrategies, designed to leave readers with the intelligence to be more efficient, effective and profitable in their needed rental housing NAA’s suite of weekly andbusiness monthlyintelligence e-newsletters are designed to leave readers with the needed to be more efficient, effective and profitable their rental housing operations.

To start receiving your free in e-newsletters, email to leave readerseffective with theand business intelligence to be more efficient, profitable in their needed rental housing operations.

To start receiving your free e-newsletters, email newsletters@naahq.org and request receipt of any or all more efficient, effective and profitable in their rental housing operations.

To start receiving your freereceipt e-newsletters, newsletters@naahq.org and request of any oremail all of the following: operations.

To start receiving your freereceipt e-newsletters, newsletters@naahq.org and request of any oremail all of the•following: Industry Insider newsletters@naahq.org and request receipt of any or all of the•following: Industry Insider • Apartment Innovation of the•following: Insider •• Industry Apartment Apartment Innovation Advocate •• Industry Insider Apartment Apartment Innovation Advocate •• CampusConnex •• Apartment Innovation Apartment Advocate CampusConnex •• Marketing Buzz •• Apartment Advocate CampusConnex •• Marketing Buzz Operations Insights •• CampusConnex Marketing Buzz •• Operations Insights Update Apartment Business •• Marketing OperationsBuzz Insights Update • Apartment Business •• Operations Insights Update Apartment Business • Apartment Business Update

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4300 Wilson Blvd., Suite 800, Arlington, VA 22203 4300 Wilson Blvd., Suite 800, Arlington, VA 22203 4300 Wilson Blvd., Suite 800, Arlington, VA 22203 4300 Wilson Blvd., Suite 800, Arlington, VA 22203

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Multi-Family Specialists

AAGO market trends

EC-13005690

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AAGO market trends

The Top Benefits of Templated Web Design + Top Providers for Multifamily Properties

By Ashley Tyndall

The task of keeping your apartment website running and up to date with a modern design and trending features is practically a full-time job. However, as a property professional, you already have a full-time job managing your business and there are just not enough hours in the day to maintain a lead-generating website.

This is the chief reason why templated web design is a gamechanger for multifamily properties and why we recommend it to our multifamily clients.

Currently, more than 30 percent of all websites are powered by WordPress — a templated web design. While that isn’t to say that WordPress is the go-to provider for multifamily websites, it’s a powerful example of the growth of the templated website design trend.

Here are a few among the many advantages of templated web design: 1. Built-In SEO With SEO, specifically, local search, being so important for increasing apartment website traffic, driving new leads, and increasing lease rate, having a website template with built-in SEO is a huge benefit.

With your focus on your property, you may not know, or have the time to figure out, the best way to optimize your site. A template takes away that drain on your efforts and instead of bringing you frustration, it delivers you an SEO-friendly website.

This is done through ample pre-designed pages and three times the amount of copy per page with local terms and keywords artfully placed to help your apartment’s website rank higher in search results.

2. Customization Without Hassle In the past, the idea of a website template has been associated with a lack of customizability — where the user must stick to all the guidelines of the template. However, that is no longer the case, with advanced technology and innovative designers, templates can now be customized with just a few clicks of your mouse.

For example, in a website design template, you can easily alter:

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• • • •

Menu options Pages and page order FAQ Headlines The Key www.aago.org

• • • • •

Copy/descriptions Images Contact Information Floorplans Blogs

A templated web design allows you to change while keeping the components and design that skilled marketers know residents appreciate.

3. Skilled 24/7 Support For properties that do not have a marketing team on-staff, the ability to reach out and access the knowledge-base of marketers for website support is invaluable.

As creators of the website template you choose, your website designers will be able quickly help you with integration and updates as well as fix bugs before you are even aware that one existed.

Additionally, they will be available and ready to answer any additional questions you have — for that is specifically their job.

4. Low-Cost While a regular monthly subscription fee might not immediately sound like the most budget-friendly option, in comparison to the cost of a custom website design — which takes countless hours of work by developers, designers and marketers — it is significantly less strain on your budget.

In addition, you will not have to pay anyone to manage it for it is simple enough for you or anyone on your team to oversee it and make changes as they are needed.

All that being said, as a property manager, you do not want lowcost and speed to overcome quality.

Here are the top templated website design creators to offer quality and efficient service: 1. Swifty Meeting the need for affordable apartment websites that provide more than the bare minimum, Swifty offers high-quality apartment websites that achieve high standards despite a lower price.

The main aspect that makes Swifty stand out is the fact that each template is designed specifically for multifamily properties by skilled marketers and imbued with SEO and conversion optimization on every page.

AAGO market trends

In addition and in parallel with their bee-branding, Swifty is known for its speediness when it comes to launching or updating an apartment website and fixing bugs. As an example, one Swifty’s clients was able to have their website upgraded to the “Colony” website design theme within two days.

Swifty is also proud of their straightforward, monthly subscription fee of $199 per month, which includes:

• • • • •

Website hosting Dedicated support desk Website monitoring and maintenance Security updates and ongoing backups Priority issue resolution

• • • •

Content management Website reporting Unlimited text and image updates SEO support

2. Jonah Focused on providing properties with websites that both look beautiful and work beautifully, Jonah has been at the top of the game for apartment websites for a few years.

With premium and exclusive themes to choose from, properties can achieve modern and fresh-looking websites that match the caliber of the property itself.

A product offering that helps Jonah stand out is its extensive list of website add-ons. This is a blessing for many property managers who do not have it in their budget for an entire website refresh. These add-ons allow properties to enhance their current website with features such as copywriting, neighborhood map, MailChimp/Instagram integration, and a reviews manager.

3. LeaseLabs Based on their unique GoDirect marketing approach — a single strategy equipped with vital marketing products — LeaseLabs’ Website Essentials templates are the solution for modern property websites. With the ability to go up online within 10 days, you can count on an efficient turnaround.

Another benefit with LeaseLabs’ website templates is the ability to choose from a variety of themes, styles and color palettes to best match your property.

LeaseLabs is committed to providing visitors with positive user experience and supporting conversion rates. This is done through every marketing touchpoint being in-sync with a prospective residents’ journey on the website.

Website Templates for the Win It’s rare for property managers to get a “break” in anything when it comes to their job, but integrating a templated website design is one of the best ways to increase your leads while decreasing both the cost and strain on your property.

Above all, a templated web design can have a quicker turnaround time, higher SEO, lower cost and a beautiful, engaging design. ____________________________________________________

july/august/september 2020

35

AAGO market trends

MARKET BEAT Multi-Family Market Vital Signs

By MyRentComps.com

Market Beat – Downtown Orlando Development Activity Although the economy has been shut most of the 2nd quarter due to the Pandemic, it hasn’t slowed construction on Apartments in Downtown Orlando. Many of the projects that were in the planning stages outlined in the July 2019 Market Beat have started construction. As of May 2020, there are 1,648 units that have either been approved or are in the process of being approved by the Municipal Planning Board “MPB” in all 7 areas of downtown that are illustrated in Figure 1. !"#$%&'&

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36

The Key www.aago.org

As shown in Table 1, of the 2,223 Apartments currently under construction in Downtown Orlando, 682 market rate units are being added to the Parramore area which until now has been mostly affordable units. The northeast area of Parramore is known as Creative Village which includes the new downtown Valencia/UCF Campus that opened in August of 2019 and brought 7,700 new students to downtown Orlando. The majority of the other units under construction are in three deals in the North Central Business district consisting of MAAC’s Robinson and Orange (325 Units/9 Floors), Radius (389 Units, 13 Floors) and Society Orlando (1st 2 of 3 phases with 464 total units-2 towers 19 and 25 floors).

Surprisingly, there are now 2,223 residential units in the entire downtown area under construction which, when complete, will bring the total units available to 13,171. Obviously, if you’re an operator in downtown, you can pull the latest market rent and occupancy data from the AAGO/MyRentComps Online Market Survey.

Even if all 1,382 units that are in the approval stage were built, Downtown Orlando would still only

AAGO market trends

have a total of 14,553 residential units. This doesnâ&#x20AC;&#x2122;t seem to be enough rental units to support a downtown employee base of over 88,000 jobs with over 11 million SF of Office Space in the Downtown Coreâ&#x20AC;Ś which explains the rapid lease-ups observed in this market.

!9+"$&Q9R3+9R3&S8$"349&I%C*4%3K"$&,3*+C& !9+"$&Q9R3+9R3&S8$"349&I%C*4%3K"$&,3*+C& @0AB52&-7C'D!EF=?=?'!5%77#&<9$$":8#&G& @0AB52&-7C'D!EF=?=?'!5%77#&<9$$":8#&G& !9+"$&Q9R3+9R3&S8$"349&I%C*4%3K"$&,3*+C& @0AB52&-7C'D!EF=?=?'!5%77#&<9$$":8#&G&

67"8+B%3+C&0& 67"8+B%3+C&0& -9349C&0&NO*CK3P&()*$+& -9349C&0&NO*CK3P&()*$+& 6D984"#$%&()*$+& 6D984"#$%&()*$+& &@<2>?&& &==>&& 67"8+B%3+C&0& &@<2>?&& &==>&& Interesting 5-Year Downtown Apartment Growth -9349C&0&NO*CK3P&()*$+& 12F=G& EF?G& 6D984"#$%&()*$+& 12F=G& EF?G& Summary - From 2013 to 2020, Downtown Orlando averaged 67"8+B%3+C&0&."8H%+& -9349&I%:%8C*93& &@<2>?&& &==>&& 67"8+B%3+C&0&."8H%+& -9349&I%:%8C*93& I"+%&()*$+& approximately 651 new units completed per year which is 67"8+B%3+C&0&."8H%+& 12F=G& EF?G& I"+%&()*$+& 67"8+B%3+C&0&."8H%+& &@<A2=&& I"+%&()*$+& 67"8+B%3+C&0&."8H%+& arguably far less than what this market can absorb with its -9349&I%:%8C*93&I"+%&()*$+& &@<A2=&& 1>F'G& &=@M&& I"+%&()*$+& 1>F'G& &=@M&& job base. Prior to 2013, the Downtown Orlando residential67"8+B%3+C&0&."8H%+& EF>G& &@<A2=&& I"+%&()*$+& EF>G& areas consisted of mainly Condos and Senior Apartments.

1>F'G& &=@M&& 67"8+B%3+C&0&L+)4%3+& 67"8+B%3+C&0&L+)4%3+& EF>G& Since 2013, rental apartments lead the new construction ()*$+& 67"8+B%3+C&0&L%3*98& ()*$+& 67"8+B%3+C&0&."8H%+& 67"8+B%3+C&0&L%3*98& activity as we saw the rental inventory grow from 3,573 to &122&& 67"8+B%3+C&0&L+)4%3+&&122&& 67"8+B%3+C&0&."8H%+& ()*$+& I"+%&,34%8& ()*$+& 'F>G& 6,963 as of today (Excluding Condos and Senior Housing). ()*$+& 67"8+B%3+C&0&L%3*98& I"+%&,34%8& 'F>G& &1<1E2&& -93C+8)JK93& &1<1E2&& 67"8+B%3+C&0&."8H%+& &122&& -93C+8)JK93& ()*$+&'AFAG& 'AFAG& 67"8+B%3+C&0&."8H%+& &1<11@&& I"+%&,34%8& 67"8+B%3+C&0&."8H%+& &1<11@&& The Pie Chart below gives a visual of the Downtown Orlando 'F>G& &1<1E2&& I"+%&./(&01212&-93C+8)JK93& I"+%&./(&01212& 'AF@G& 'AF@G& 'AFAG& /$"33%4567789:%4& Multifamily Residential make-up. Where do you see the 67"8+B%3+C&0&."8H%+& &1<11@&& /$"33%4567789:%4& &'<@?1&& I"+%&./(&01212& opportunity? &'<@?1&&'AF@G& =FAG& /$"33%4567789:%4& =FAG& &'<@?1&& Source: MyRentComps.com - Real Capital Analytics - Smith Equities =FAG& T'2<=>?&,3*+C&($+&U&&1<11@&,3*+C&,-&U&'@<'M'&!9+"$&,3*+CV&

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july/august/september 2020

37

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Mid-Florida Housing Summit Hosted by The Apartment Association of Greater Orlando & The Bay Area Apartment Association

Friday, October 9th, 2020 Omni Resort at ChampionsGate Apartment market overview, housing affordability, trends, opportunities, threats and more.

Registration opens soon.

MidFloridaHousingSummit.com