November-December Key Magazine

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November/december 2014

6:oo p.m., Saturday, November 8th, 2014 Hilton Orlando International Drive

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The Key www.aago.org

CONTENTS November/december 2014 • Volume 40, No. 6

Follow us on...

http://www.facebook.com/AAGOPage http://www.linkedin.com/groups/Apartment-Association-Greater-Orlando https://twitter.com/aagoeducate

On The Cover: AAGO’s

November 8th, 2014

Published By Apartment Association of Greater Orlando (AAGO) 340 N. Maitland Ave. Maitland, Florida 32751-4724 (407) 644-0539 • (800) 770-2246 FAX (407) 644-6288 www.aago.org Printed By American Heritage Press Cover copyright © 2014 AAGO and its licensors.

All rights reserved.

6 AAGO’s 7th Annual Golden Key Awards 7 AAGO’s 2014 Holiday Luncheon 10 Committee Reports 12 Save The Date!

14 Thank You Volunteer Instructors!

16 Connect With NAA 19 Professional Designations 20 Educational Opportunities 22 Capitol Update 24 The Key Yellow Pages

The KEY is published monthly 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.

(703) 518-6141

1

(407) 960-2910

Support your fellow members

29 CAMnesty: Get Back In The Game 30 Where Have All The Great Candidates Gone?

31 Market Beat 32 How Enforceable Is An Early Termination Fee In A Residential Rental Agreement?

34 The National Apartment Association’s Position On Ebola 36 5 Things New Community Managers Should Do 37 AAGO Online 39 For Your Residents, What Is best Service?

40 Softening The Blow Of Sub-Metering 44 And So It Was...Business Exchange 46 And So It Was...Lease-A-Palooza 48 And So It Was...Live Event 49 And So It Was...Dinner Meeting

Check out our website at www.aago.org

Cel Exc ebra elle ting nce

6:oo p.m., Saturday, November 8th, 2014 Hilton Orlando International Drive

RSVP Cynthia@aago.org P:407.644.0539, F:407.644.6288 6

The Key www.aago.org

The Apartment Association of Greater Orlando Cordially Invites You to the

Holiday Luncheon

December 9th, 2014 • 11:30 am to 2:00 pm Citrus Club — Downtown Orlando 255 South Orange Avenue, Suite 1800 Orlando, FL 32801

Our Keynote Speaker is Dennis Head $55 per person/member $75 per person/non member $540 table of ten/member

Please bring a new & unwrapped toy and brighten up an underprivileged child’s holiday!

Thank you to our Past President Sponsor, Redi Carpet!

Please R.S.V.P. by December 6 to Julie Smith at Julie@aago.org or call (407) 644-0539 extension 207.

AAGO Officers and Directors 2014 Officers

President Lauren Kerby, CAPS, CAM CPS Property Management

vice-president Kimberly Hackett, CAPS Royal American Management

treasurer Ricardo Alicea, CAPS, CAM The Bainbridge Companies

secretary Lee Rogers JMG Realty, Inc.

Associates Vice President Paula Trent Massey Services

immediate PAST President Lisa Porter, CAPS, CAM The Klein Company

Directors

Chad Wood, CAPS, CAMT I & II, CPOI, EPAI Richman Property Services

Oliver King King Management Services

Teresa Unrue, CAPS, CAM National Property Management

Natalie Cavaliere Cambridge Management Services

Ralph “Chuck” Burt Castle Properties

Barbara Burns Riverstone Residential

Rachelle Hundley, ARM, HCCP, CPO Royal American Management

Debbie Gentry, CAPS, HCCP Concord Management

Kathy Hensley Finlay Management

Tracy Lesse, CAM The Bainbridge Companies

Diana Gaus The Liberty Group

Reuben Parker Roto Rooter Services Company

Pete Zimek, CAS 407apartments.com

Amanda Weber Real Floors

Association Staff

Chip Tatum, CAM, NALP Executive Vice President

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Victoria Torman Vice President of Member Services

The Key www.aago.org

Desiree Starr, CAPS Vice President of Education and Development

Julie Smith, CAM Executive Assistant

Cynthia Cruz Education Coordinator

Lydia Rodriguez

New Associate Members

New Community Members

Accident Cleaners P.O. Box 945 • Williston, FL 32696 407-438-9699 • Crystal Pinkston Crime Scene Cleaning / Restoration - Fire, Water & Wind-Insurance

Nona Park Village Epoch Management 9100 Dowen Road • Orlando, FL 32832 407-888-1028 • 302 Units

BST - Armorcon 1200 Hillcrest Street, #305 • Orlando, FL 32803 407-999-5054 • Ahmed Elbatrawy Air Conditioning / Rehab / Remodeling BuildingLink.com 85 Fifth Avenue, 3rd Floor • New York, NY 10003 407-529-6063 • Richard Worth Computer Software / Hardware and Key Control Systems CoStar Group, The 618 E. South Street • Orlando, FL 32801 321-558-4061 • Suzanne Hastings Market Research Globiser, Inc. 455 Randon Terrace • Lake Mary, FL 32746 407-341-7651 • Catalina Nipe Cleaning Services / Pressure Washing, Exterior Building Cleaning Greater Outdoors Lawn Care P.O. Box 621445 • Orlando, FL 32862 407-438-1601 • Howard Schwartz Landscaping / Lawn Maintenance / Plants / Planting Supplies Orlando Utilities Commission 100 W. Anderson Street • Orlando, FL 32802 407-434-2248 • Kevin Burns Energy Conservation / Utilities / Water Conservation Petersen Dean Roofing & Solar 7517 Currency Drive • Orlando, FL 32809 407-857-1757 • Crystal Satterfield Roofing Contractors / Consultants / Roof & Exterior Cleaning Premier Security 100 W. Lucerne Circle, #100-U • Orlando, FL 32801 321-206-3881 • Michael St. Andre Patrol Services / Security Services On-Site / Security Systems, Services, Installation & Monitoring Southern Furniture Leasing 1600 Capital Circle SW • Tallahassee, FL 32310 407-867-7347 • Christopher Mullen Furniture / Housewares Sales & Leasing Ving Card Elsafe 837 Grovesmere Loop • Ocoee, FL 34761 214-789-5340 • Trish Haynes Access Control / Hardware / Key Control Systems Yardi Systems 500 Colonial Center Parkway • Roswell, GA 30076 407-921-8526 • Alan Adams Computer Software, Hardware / Insurance Services, Risk Management / Resident Screening

Sand Lake Private Residences - National Rental Services NRS 8927 Latrec Avenue • Orlando, FL 32813 917-692-2248 • 141 Units ANS Global, LLC Property Management 100 E. New York Avenue, #350 • Deland, FL 32724 407-367-9283 Auvers Village Apartments Bridge Property Management 5800 Auvers Village Apartments • Orlando, FL 32807 407-678-3098 • 480 Units Signal Pointe Apartments Greystar 2500 Howell Branch Road • Winter Park, FL 32792 407-671-6170 • 368 Units Dean Woods Place Concord Management Limited 9871 Dean Wood Place • Orlando, FL 32825 321-316-4857 • 48 Units CitiLakes Luxe Apartments Flourney Properties 11981 International Drive, #C3 • Orlando,, FL 32827 407-778-4338 • 346 Units Wood Forest Apartments BH Management 500 Jimmy Ann Drive • Daytona Beach, FL 32114 386-257-5929 • 144 Units Eagle Briar Apartments Self Managed 200 Robert Street • New Smyrna Beach, FL 32168 386-402-7904 • 100 Units Willow Bend Apartments Self Managed 4457 Silver Star Road • Orlando, FL 32808 407-294-3716 • 192 Units Beacon Hill Apartments Property Management Solutions Management Group 6493 Beacon Hill Loop • Orlando, FL 32818 407-299-6803 • 192 Units Collegiate Village Inn Demetree Global 11850 University Boulevard • Orlando, FL 32817 407-380-6000 • 310 Units Signature Management 1117 Perimeter Center West, #N301 • Atlanta, GA 30338 770-368-1519

AAGO’S MISSION STATEMENT To serve the membership by furthering the common interests of the multi-housing industry through education, legislative action, leadership development and the promotion of networking opportunities. november/december 2014

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Committee REPORTS TRADE SHOW COMMITTEE

unwrapped toy for Toys for Tots! Last year we were able to bring smiles to so many kids (and their families) and would love to spread that joy even more this year.

By Noel “The Carpet Guy” Myatt Carpets & Blinds Beautiful, Inc. 2014 Committee Chair

Hello Gamer’s, Role Player’s, Super Hero’s and anyone else that likes to dress up. At this years, totally awesome, Leasapalooza we let all of the attendee’s vote to determine the theme for AAGO’s 2015 Trade Show. Drum roll please and the theme for AAGO’s 2015 Trade Show is: AAGO- CON. This is an awesome theme that lets you dress up like just about anyone you want to be. Make sure to save your Halloween costume and wear it again at the Trade Show.

We are always looking for some new people to give us a hand and new ideas. Please come and join our committee, we want vendors and especially management people. If you have any questions, please talk to me “The Carpet Guy” at any event. I am usually the only one wearing a hat..

Special Events Committee

By Amanda Weber Real Floors 2014 Committee Chair

theme… The 80’s!!!

LEASE-A-PALOOZA 2014 was our best yet!! We sold out a month in advance, had 244 total attendees and, not to mention, the amazing speakers! It was definitely a very glamorous event! We have had great feedback about this year’s location, The Enzian Theater, so guess what?!? We will host it there again with a tentative date of Sept 17, 2015. So pencil this in and start planning your outfit for next year’s

GOLDEN KEY AWARDS are November 8th at the Hilton Orlando!!

Have you picked out your dress or suit yet?? We have received the most nominations ever this year, 250 total! It will definitely be a magical night. We only have 50 tickets left, so if you have not yet bought your tickets, please contact Cynthia at Cynthia@AAGO.org.

I want to congratulate all of this year’s nominees and can’t wait to celebrate your excellence with you on November 8th! And a HUGE thank you to all of our sponsors for making this event an amazing one!!

HOLIDAY LUNCHEON is December 9th at the Citrus Club. This is a wonderful time to share with your team, AAGO staff and fellow members. Tickets are $55. Remember to bring canned food and an

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The Key www.aago.org

MAINTENANCE MANIA will be March 24, 2015 at the Bahia Shrine in Maitland. Mark your calendars and get your maintenance teams pumped up!

Membership Committee

By Amy Risinger Retreat at Windermere 2014 Committee Chair

Hard to believe we are approaching a new year!

The Membership Committee would like to say THANK YOU, to each and every one of you for making this such a successful organization!

Whether you attend educational classes, attend one of the many fabulous events, make a difference attending Legislative Days, volunteer on a Committee, volunteer at an event, or do all the above; YOU make AAGO successful! Without each person’s contributions and attendance, the organization would never be as strong as it is. We have experienced an amazing 2014 and our committee is excited to ring in the New Year and support each committee and member in any way we can. We would like to send out a congratulations to all our Golden Key winners! A special welcome to all our new members! And a thank you to all our long standing members! Here is to the great memories of 2014 and the new and exciting challenges for 2015!

Business Exchange Committee

By Justin Frost Premier Valet Waste Services 2014 Committee Chair

Our 2014 Business Exchange was a great success!

We are now in an improved venue that will support more growth and should easily accommodate our future needs. Our attendance and support from both property management and suppliers has never been better and we will continue to try to improve this event for the benefit of all that attend. We implemented a “VIP” time which was well attended and will continue to be featured in this event moving forward. We will also continue to a job fair held in conjunction with the Business Exchange as it lends added value to the event for those companies wanting to hire.

www.aago.org

For the 2015 Business Exchange we will be focused more on building up the number of exhibitors and the number of attendees. If you would like to be a part of the AAGO Business Exchange Committee please feel free to stop by one of our meeting to join the fun! We usually meet the 3rd Tuesday of every month at 10:15 AM at the AAGO offices. Hope to see you there!!

Helping Hands Committee

By Stephany Roepke Luminous Painting & Renovating 2014 Committee Chair

There are two charities that really need volunteers and/or help getting the word out for their events.

Harbor House is in need of volunteers for their It Takes Courage Volunteer Door-Hanging Event to Stop Abuse. They will be meeting at ValenciaWest Campus and UCF-Knights Plaza on Saturday, November 15th, 8:00 a.m. - 12:00 p.m. For more information contact Shannon Batten with Harbor House at 407-886-2856. Community Based Care of Central Florida need volunteers to help build the children of Idyllwilde Elementary’s dream playground on Saturday, October 25th, 2014 based on their ideas! Help them make their dreams a reality, and email Danielle.Abbey@cbccfl.org to learn how to get involved.

All it takes is one hour, once a month to join us in helping those in need and making a difference in people’s lives. For more information please contact Julie at 407-644-0539 or Julie@aago.org.

Young Professionals COMMITTEE

By Kevin Shannon Dwell 2014 Committee Chair

I would like to say thank you to everyone attended an AAGO Live event this year. To the team of Young Professionals that helped coordinate the Live events; your support for AAGO goes above & beyond and mere words can’t thank you enough. Our most recent AAGO Live was held in Lake Mary at Liam Fitzpatrick’s and was one of the largest turn outs we have seen! Around 60 industry professionals came out to enjoy some drinks, food and social interaction without the “business” feel. We are planning next year’s calendar so be on the lookout for upcoming events.

2015 will be a great year as the Young Professionals are growing strong. With a strategic plan going into place, we are heading in the right direction to be the future leaders of the association. If you are interested in joining the Young Professionals Group and being a part of this dynamic team, please email Julie Smith at Julie@aago.org.

I will leave you with this; “It is not in the stars that hold our destiny but in ourselves.”

—William Shakespeare

Thank You... ...to all of our committee chairs, vice chairs and dedicated volunteers for their time effort and hard work in 2014. Because of you… AAGO continues to be a leader in the multi-family industry. Your commitment to excellence within your Association is very much appreciated by the AAGO staff and the thousands of members who have attended and enjoyed all the many functions and events you have helped to bring forth throughout 2014.

Look out

2015… Here we come! november/december 2014

11

Save The Date

Installation Dinner Event Wednesday, January 21st, 2015 Hilton Orlando, Altamonte Springs 350 North Lake Blvd., Altamonte Springs, FL 32701

Members - $45 — Non-members - $90 To Register Call, Email OR Visit our Website!!! ~ (407) 644-0539 phone ~ julie@aago.org ~ www.aago.org ~

Associate Member of the Month - September

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The Key www.aago.org

Wednesday, November 5, 2014 - 8:00am-9:00am Guest Speaker Lisa Robinson, Regional Vice President RAM Partners LLC

No meeting in DECEMBER. We’ll see you in January!

Hilton Orlando / Altamonte Springs 350 North Lake Boulevard Altamonte Springs, FL 32701 Please call to register! $25.00 Members/Guest $50.00 Non Members

Congratulations

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

Certified Apartment Manager

Marie Lynn Jackson, CAM Carey Miller, CAM Jeanette Moya, CAM Certified Apartment Portfolio Surpervisor

Rachelle Hundley, CAPS

Certified Apartment Supplier

Stephanie Mary Lynn Buchanan, NALP Ashley Dawn Land, NALP Jacqueline Ann Travaline, NALP Anthony P. Salinas, NALP

If you are interested in enrolling in an upcoming designation program, please contact Cynthia Cruz at (407) 644-0539 or cynthia@aago.org.

Associate Member of the Month - October

november/december 2014

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Thank You! “An investment in knowledge pays the best interest.�

Benjamin Franklin The Apartment Association of Greater Orlando would like to thank all of our volunteer instructors!

We know that your time is valuable and we would like to extend our heartfelt thanks to each and every one of you!

Alan Adams Amy Risinger Arturo Acevedo Chad Wood Dave Sanders Derwin Bradley Doris Granger Doug Chasick Eric Sangster George Alvarado Greg Malinowski Greg Starr

Heather Powell James Barron Jolie Holloman Karen Brandell Kathy Hensley Khalil Kabbourim Lee Rogers Lisa Porter Lori Trainer Louis Gross Maria Filippone

Melisa Richie Monica Ramsey Pete Zimek Reuben Parker Ricardo Alicea Ron Wenzel Sasha Samsudean Shad Bookout Tom Moore Tracy Lesse Vann Flippen

HEY, Look for me!

Look for

‘No Brainer’ next to the

course descriptions to see

what classes you get for FREE with the APASS program!”

“You can obtain a quality education at an affordable price” With over 45 qualifying courses, subscribers may attend as many APASS classes as they wish! Qualifing APASS subscriptions begin at the low price of $65 per month per community or $49 per month per Associate Member.

Call 407-644-0539 or email education@aago.org for more information

Connect with NAA

The Smart Money is on the Maximize: 2014 Multifamily Asset Management Conference

By Brad Williams, CPM 2014 National Apartment Association Chairman of the Board Lincoln Property Company

T

he emerging field of business intelligence holds incredible promise for multifamily housing owners and operators, especially with regard to new methods of marketing and improved sales models. Be a part of this rental housing revolution and join professionals dedicated to extracting total value and return from multifamily real estate assets and portfolios at the Maximize: 2014 Multifamily Asset Management Conference, Oct. 13-15 at the Omni Amelia Island Plantation Resort in Amelia Island, Fla..

The emerging field of business intelligence holds incredible promise for multifamily housing owners and operators, especially with regard to new methods of marketing and improved sales models. Be a part of this rental housing revolution and join professionals dedicated to extracting total value and return from multifamily real estate assets and portfolios at the Maximize: 2014 Multifamily Asset Management Conference, Oct. 13-15 at the Omni Amelia Island Plantation Resort in Amelia Island, Fla. Unifying marketing and revenue management practices offers owners the ability to better understand the nuances of demand, as well as how to generate greater demand that can be converted at a higher price. Join presenters Devin Merrill, Vice President, Revenue Management, Property Solutions; Josh McDonald, Director of Marketing, Holland Partner Group; Bryan Pierce, Director of Revenue Management, Holland Residential, LLC during the panel: “Integrating Marketing, Revenue Management and Customer Analytics.”

In this panel, the presenters will illustrate how knowledge of customers and segmentation—including social media—can reveal simple, clear areas where operators can better grasp today’s buying process and leverage superior data to generate a significantly improved buying experience that makes it easer to lease a home in your community.

Register today at mamconf.naahq.org and be part of the industry’s exclusive forum for connections, strategies, best practices and tactical innovations focused on accelerating real returns on real properties.

The 2014 NAA Education Conference & Exposition: Social Media + Content Marketing = Killer SEO The relationship between social, search and content marketing has radically changed: Content is now consumed and distributed across multiple devices and in multiple formats, leading to an 16

The Key www.aago.org

abundance of material online.

The session, “Understanding the Trio: Social Media + Content Marketing = Killer SEO”—one of more than 50 offered in Denver during the 2014 NAA Education Conference & Exposition— reinforced how social engagement is becoming increasingly dependent on high-quality content, and search engines have begun to take social signals into account.

Seeking to better understand how content and social media drive SEO rank, as well as how to develop a framework for creative and efficient content creation and learn which types of content generate better marketing results? You’re in luck: “Understanding the Trio: Social Media + Content Marketing = Killer SEO”— as well as other unparalleled education sessions focused on Marketing and Leasing such as “Practical, Actionable Ideas for Mastering Digital marketing”—are now available to you as part of the NAA Education Institute’s (NAAEI) “REWIND” program, offering 20 video recorded sessions and 22 audio-synched PowerPoint sessions from the 2014 NAA Education Conference & Exposition. Order your sessions today by visiting www.naahq.org/learn/education/ take-a-class-online/rewind-video-audio-recordings.

Take the ‘Guess’ Out of Your Work Results of the 26th annual NAA Survey of Operating Income and Expenses in Rental Apartment Communities are now available.

Read the Executive Summary of the survey at www.naahq. org/sites/default/files/naa-documents/income-expensessurvey/2014-Income-Expenses-Summary.pdf.

The report presents data from garden and mid-rise/high-rise properties, and is further segmented by individually metered and master-metered utilities. Survey data is presented in three forms: Dollars per unit, dollars per square foot of rentable area and as a percentage of gross potential rent (GPR). The survey includes an executive summary, detailed data, reports and charts about rental communities. A total of 3,698 properties containing 966,296 units are represented in this year’s report. Data was reported for 3,366 market-rent properties containing 906,562 units and 332 subsidized properties containing 59,734 units. Data for the 2014 survey is based on data for fiscal year 2013. To order your copy of the survey, contact NAA’s David Edwards at davide@naahq.org.

2015 NAA Education Conference & Exposition Seeking Your Presentation Convinced you have a fantastic session idea for the 2015 NAA Education Conference & Exposition? Don’t keep it to yourself!

The online Call for Presentations for the 2015 NAA Education Conference, June 24-27, 2015 in Las Vegas, is now open for education session submissions.

As the submission process and requirements have changed for the 2015 planning cycle, it is strongly encouraged to review the instructions for submitting prior to offering up your idea.

The deadline to submit is October 10, 2014—visit bit.ly/15Edu_ Proposal for more information and to submit your proposal.

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Employers Navigate through unqualified candidates and target the industry’s best ° Broadcast your job to thousands of professionals ° Sign-up for resume alerts ° Save time and money ° Hire talented candidates

Visit the AAGO Career Center www.aago.org

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DISCOVER DISCOVER a diverse media solution a diverse media solution CREATED FOR YOU & DESIGNED CREATED FOR YOU & DESIGNED WITH YOUR PROSPECT IN MIND. WITH YOUR PROSPECT IN MIND.

FRPrint eted Print FR FRVideo Video FRWeb FRWeb FRMobile FRMobile FRSocial FRSocial FRTarg FRTarg eted After Afterall, all,It’s All About YOU! Your Yoursolutions, solutions,your yourcommunity, community,your yourbudget budgetand and your yourleads. leads.Diversify Diversifyyour yourmedia mediasolutions solutionswith with innovative innovativeproducts productsand andsimplified simplifiedpackages packagesthat thatare are easy easyto touse, use,and andeasy easytotosee seeresults. results.

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PROFESSIONAL DESIGNATIONS 2014 COURSE SCHEDULE OVERVIEW

DATE

Take your career to the next level with even more ease! Enhance your professional growth in the Apartment Industry by becoming a National Apartment Leasing Professional! NALP training helps you lease apartments, satisfy your residents and increase retention.

NALP Scheduled for May 2015

Achieve the nation’s most prestigious designation for apartment managers. Become a Certified Apartment Manager!

CAM Scheduled for March 2015

The Certified Apartment Supplier designation is an opportunity for suppliers to experience the everyday challenges that face the multifamily industry.

CAS Scheduled for March 2015

The Certificate for Apartment Maintenance Technician designation provides you with skills and knowledge to service your apartment community with ease and expertise.

November 12. . Appliance Maintenance and Repair

Take the next step in your professional development and become a certified success by earning your Certified Apartment Portfolio Supervisor.

COURSE DESCRIPTION

CAMT Scheduled for August 2015 February 19th - 22nd, 2015 CAPS Express Legal Responsibilities Financial Management Property Performance Management Property Evaluation & Due Diligence Effective Leadership

APASS Subscribers receive 10% off designations!

To register or for more information, please contact AAGO at: (407) 644-0539 or email: education@aago.org november/december 2014

19

Educational Opportunities at AAGO

The Apartment Association of Greater Orlando introduces the APASS: 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 classes as your wish every month! The APASS is our way of saying “Thank You” to our loyal members while offering quality education at an affordable price.

• The APASS enables you to obtain quality education at an affordable price.

• Only $65 per month per community!

• All team members can attend as many courses as that want!

• There are over 50 qualifying courses for only one low price!

• Our NEW A-APASS is only $49 for supplier members.

For more information contact: education@aago.org or call: 407-644-0539

CAMT: Appliance Maintenance & Repair Wednesday, November 12 9:00 am – 5:00 pm

Greg Malinowski, Rapco Supply 6 Cec’s Enhance your professional growth in the apartment industry by earning your Certificate for Apartment Maintenance Technician (CAMT) and take your career to the next level. CAMT is the only Apartment Maintenance program to be nationally accredited by (ANSI) the American National Standards Institute (ANSI). CAMT training helps you preserve the value of your apartment community and increase resident satisfaction 10% off for APASS Subscribers!

Cost: $960 for Members

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The Key www.aago.org

Landlord/Tenant Law Thursday, November 13 9:00 am – 12:00 pm With James Barron 3 Cec’s

Want to know how to get the real “LEGAL EDGE” over your residents?

Reduce evictions and legal problems?

Learn how to navigate the legal streets of Landlord and Tenant Law in this comprehensive seminar facilitated by landlord tenant legal expert, James Barron.

FREE for APASS Subscribers!

Cost: $69 for Members This class is sponsored by 407 Apartments!

EPA Certification

Tuesday, November 14 8:30 am – 5:00 pm

With Chad Wood, Richman Property Services 6 Cec’s The Federal Clean Air Act, Section 608, requires that persons who services, maintains, repairs or disposes of appliances and equipment that contain regulated refrigerants be certified in proper refrigerant handling techniques. The EPA has also placed a sales restriction on refrigerants. This restriction limits the sale of refrigerants to certified technicians only.

10% off for APASS Subscribers!

Cost: $149 for Members

R 410 A Certification Thursday, December 4 8:30am – 5:00pm With Vann Flippen 6 Cec’s

The HVAC industry has chosen to use R-410A equipment to replace R-22 equipment as the industry’s primary residential refrigerant. R-410A has been in commercial production for quite some time and has been available in residential air conditioning equipment for close to 10 years. It is more efficient at transferring heat than R-22 and will not damage the ozone layer.

Technicians will need to be trained in the use of R-410A equipment for safety and because it has some characteristics that R-22 does not. The oil in R-410A is not hydroscopic so installation techniques are more regimented.

A deep vacuum must be pulled to ensure that all moisture is removed and destructive acid is not formed. The HVAC industry will undergo big changes this year. It is important to plan accordingly and train appropriately to meet these challenges.

CPO-Certified Pool Operator in SPANISH

Leasing 101

Wednesday, December 18 9:00 am – 5:00 pm

Tuesday & Wednesday, December 9 & 10 8:00 am – 5:00 pm

With Desiree Starr, AAGO 6 Cec’s

With Arturo Acevedo 6 Cec’s

According to Florida Law 64E-9.018: An Individual who services a public pool by maintaining the cleanliness, water quality and chemical balance of public pools shall be certified. To be certified an individual must demonstrate knowledge of public pools…(and) shall attend a training course of national recognition that is approved by the department of at least 16 hours in length and shall pass a test acceptable to the department.

10% off for APASS Subscribers!

Cost: $299 for Members

This class is for EPA certified technicians only.

Are you new to the industry? Do you have a staff member needing a refresher?

Course topics include: • Introduction to the Apartment Industry • Vital key terms • Learning to identify your competition • Fundamentals of Fair Housing • Using your telephone as a tool • Greetings, Demonstrations and Closings • Effective Followup • Online Marketing Techniques • BRAND NEW LIVE LEASING DEMONSTRATION!!!!

FREE for APASS Subscribers!

Cost: $65 for Members This class is sponsored by 407 Apartments!

10% off for APASS Subscribers!

Cost: $199 for Members

$299 Non-Members

TIME TIM E ME TI

E TIME T TIM TO IM

REINVEST

IME TIME T I ET

TIME TIME ME

Time to Reinvest In Your Membership!

2015 Membership Dues will be mailed the end of November. Make sure you submit your dues invoice for payment ASAP so you won’t have to pay a re-instatement fee or miss a beat of your membership benefits which include: 4 Membership in your local, state and national apartment associations.

4 Advocacy on your behalf at a local, state and national level.

4 Access to the Florida lease, complete with updates as they occur!

4 Access to educational seminars to help grow your business and keep it in compliance with local, state & federal regulations.

4 Access to networking events to put you in contact with other industry professionals to help your business & career grow.

4 And much, much more!

What are you waiting for? Renew your membership with AAGO TODAY!

november/december 2014

21

Capitol Update Apartment Industry Colleagues

L

et me begin this month by thanking those affiliated associations and owners who participated in our apartment community tour program over the August recess. You spent time, resources and patience organizing tours of apartment communities with elected officials, including members of Congress, candidates for the House of Representatives and even state legislators. The reports were overwhelmingly positive as these current and potential policymakers learned some things they did not know about our industry while building relationships with their constituents. At the same time, our case for reauthorizing the Terrorism Risk Insurance Act and stopping EPA’s proposed clean water act rule was made.

A hat-trick of grassroots advocacy wins. Nice work, team!

As summer yields to fall, all eyes in the political world are turning to the handful of Senate races which will determine whether Republicans take over management from Democrats. For those of you in these states, gird your loins for an onslaught of advertisements (as opposed to the mere blitzkrieg you have enjoyed to this point) that candidates and third-party groups will run between now and Nov. 4.

For a state-by-state breakdown of these races, I refer you to www.cookpolitical.com and Charlie Cook, one of the best prognosticators in the business and with whom we partner to brief NAAPAC donors on campaigns and elections.

I would sum up the state of play by saying that most if not all of the Senate battleground races are still toss-ups.

This is much to everyone’s surprise based upon how these races looked on paper six months ago. Republicans are not pulling ahead as was anticipated so these races will go down to – and in the case of Louisiana potentially past – the wire. There is even a scenario where we end up with a 50-50 tie. Who would be the tie-breaker? Vice President Joe Biden!

Being that many of you are probably working on your budgets for next year or at the very least plotting out travel on your calendars, I am going to make an early pitch for the 2015 Capitol Conference, which takes place on Tuesday, March 17 and Wednesday, March 18. More of you participated in the conference this year than ever before

22

The Key www.aago.org

and we are committed to drawing even more next year.

We’re enhancing the content for this conference with more advocacy education and even better speakers. Perhaps most importantly, doing your part to help the apartment industry only takes two days and nights out of your schedule. There will be a new Congress and as always lots of issues to discuss with the members of the House and Senate. More information will follow soon. I hope you will make it a priority.

I’ll close with a request (please keep reading…I promise you it’s mostly painless). Everyone in the multifamily industry knows the value of information and rarely proceeds on any transaction without having as much as they can. NAA believes this as well and seeks to fill in some gaps with our annual Income and Expense Survey which provides a wealth of information on property operation expenses and revenue. We’re now working to expand the resources devoted to research that will benefit you and your business. Certainly, we in government affairs have a long list of policy issues into which we would like to dive deeper. But we won’t go into this assuming we know what research would serve you best – we need you to tell us that.

Here’s my request: If the great and powerful Oz could grant you one piece of information (e.g. market data, best practice), answer one policy question or in some other way fill in a gap in information, what would that be?

Send your research wishes as well as any other comments on this column to greg@naahq.org. As always, thanks for reading.

— Gregory S. Brown NAA Vice President of Government Affairs gregorysbrown@naahq.org P.S. The opinions expressed here are mine and do not necessary represent the views of the National Apartment Association.

Fortunately, Mr. Jones is ready for his big interview. Unfortunately, he didn’t get your scheduled water shut-off message.

HOW DO YOU REACH RESIDENTS WITH IMPORTANT INFORMATION? With the One Call Now communication system you can be absolutely sure residents get important alerts. Effective, simple and versatile, One Call Now delivers messages quickly, reliably and effortlessly via phone, email or text. Launch alerts anytime, anywhere via our mobile app.

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937.573.2302 | onecallnow.com

november/december 2014

23

THE KEY YELLOW PAGES Seminole Asphalt Paving.................................407-323-0111 Sunray Paving and Construction.....................407-202-0716

ACCESS CONTROL SYSTEMS

A.C.T. Access Control Technologies, Inc.........407-422-8850 Complete Access Control of Central Florida, Inc.......................................407-381-3995 Performance Gate Systems..............................407-948-9516 VingCard Elsafe...............................................214-789-5340

ADVERTISING/MARKETING

ATTORNEY/COURT SERVICES Law Offices of heist, weisse & Wolk, P.A. Ph: 407/872-1995 FAX: 407/872-1725

Out of area: Ph: 1-800-253-8428 Fax: 1-800-367-9038

World Advertising of Florida advertising Specialties • 813/835-9500 Promotional Items • Clothing • Incentives

407apartments.................................................407-505-4332 Apartment-Condominium Vendor Guide (The)..................................................407-677-8075 Apartment Finder Magazine...................407-894-3847 X 120 Apartment List.................................................770-617-8812 Apartmentjobs.com.........................................877-682-6200 Apartments.com..............................................813-504-0507 Blue Book (The)...............................................800-431-2584 Condo Experts USA Inc...................................305-502-7888 D. Sink, Inc......................................................407-474-8274 For Rent Media Solutions................................800-882-5659 Greater Orlando Apartment Guide....................407-888-0745 Move.Com.......................................................805-557-2942 Rent.com.........................................................310-828-8866 Resite Online...................................................888-289-2016 Scent Air Technologies....................................407-375-1959 The Bradburn Group, Inc.................................321-299-5927 World Advertising of Florida............................813-835-9500 UCF Off Campus Housing-Powered

by Off Campus Partners...............................877-895-1234 ARD Distributors, Inc...........800-282-3377 or 800-654-7721 BST-Armorcon.................................................407-999-5054 HD Supply.......................................................407-232-0097 ISS Supply, LLC..............................................407-296-5211 RAPCO Supply................................................800-678-0023 US Heating and Air Conditioning, Inc.............407-774-9850

ABC Paving and Sealcoating..........................407-880-6ABC All County Pavement Management Solutions an M&M Asphalt Co.....................407-610-8069 All Terrain Tractor Service, Inc.........................386-218-6969 B & L Investments of Orlando, Inc...................407-344-1194 Buck Haven, LLC.............................................770-263-0616 Coastal Reconstruction, Inc.............................407-644-1800 Driveway Maintenance, Inc..............................407-298-8558 Florida Sealcoat Supply...................................407-579-1060 Hall Company, Inc...........................................407-327-4930 Miller Sealcoating & Striping..........................407-864-6220 MRC Contracting.............................................321-527-8801 Seal Master.....................................................407-299-5373

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Honesty

Advantage Integration Technology...................407-816-9101 American Backflow Testing..............................877-393-5544 Coastal Backflow, LLC.....................................386-837-2027 Fire and Life Safety America............................407-688-1949 Firetronics, Inc................................................407-774-6900 Harvey Baker Plumbing, Inc............................407-859-3572 Jim’s Plumbing & Irrigation, Inc......................407-679-4173 Roto Rooter.....................................................407-855-7900 Service Master Plumbing Services..................407-671-6494 Unifour Fire & Safety.......................................813-283-1801 Korkat Inc........................................................770-214-9322 Seal Master.....................................................407-299-5373

Bestway Care Carpet Cleaning........................407-854-5331 C & B Carpet and Upholstery Cleaning, .........407-354-1769 Creative Multicare, Inc....................................407-241-8998 Elite Steam, Inc................................................407-209-9843 G & H Carpet Care Inc.....................................407-671-7877

CARPET & BLINDS BEAUTIFUL, INC. 407-578-6000 “FLOORING CENTRAL FLORIDA SINCE 1981”

Tub, Tile and Counter Refinishing

Absolute Magic Refinishing, Inc......................407-774-8781 Absolutely Amazing Refinishing, Inc...............407-444-9000 Amerikote Enterprises, Inc...............................407-884-5900 Atlantic Renovation and Contracting Services....................................352-726-2041 Intellectual Designs, Inc..................................407-847-2330 Mr. Fix It All, Inc..............................................678-891-7704

cutting edge carpet 407/244-5588 “Your Complete Flooring Source”

BLINDS/DRAPERIES SALES/INSTALLATION

Carpet & Blinds Beautiful Inc..........................407-578-6000 Marietta Drapery & Window Coverings Co...............................................800-852-8769 RAPCO Supply................................................800-678-0023

BULK WASTE REMOVAL

Standard Waste Reduction...............................407-399-4286

BUSINESS DEVELOPMENT

Absolute Magic Refinishing, Inc......................407-774-8781 Absolutely Amazing Refinishing, Inc...............407-444-9000 All-N-1 Repair & Maintenance, Inc.................407-786-2171 Atlantic Renovation and Contracting Services....................................352-726-2041 Buck Haven, LLC.............................................770-263-0616 Custom Klosets and Cabinets.........................813-246-4806 Spraggins, Inc.................................................407-295-4150 Wilsonart International....................................407-363-7121

CAMERAS/CCTV

A.C.T. Access Control Technologies, Inc.........407-422-8850 Critical Intervention Services...........................407-420-7945

Arbor Contract Carpet.....................................407-438-1129 Carpet & Blinds Beautiful Inc..........................407-578-6000 Cutting Edge Carpet, Inc..................................407-244-5588 House of Floors, Inc........................................407-830-6999 Lifestyle Flooring, Inc......................................407-293-8334 Real Floors......................................................407-960-1752 Redi Carpet......................................................407-855-4700 Rite Rug...........................................................407-792-4064 Sherwin Williams Company (The)...................407-843-6020 Southeast Floors.............................................888-233-2745 Spraggins, Inc.................................................407-295-4150

CHEMICALS/SUPPLIES/CLEANING

HD Supply.......................................................407-232-0097 RAPCO Supply................................................800-678-0023

CLEANING SERVICES

The Bradburn Group, Inc.................................321-299-5927

CABINET/KITCHEN/BATH/DOORS

Service

CARPET SALES/INSTALLATION

Amerikote enterprises, inc.

407/884-5900

Quality

Arahull Services, Inc.......................................954-850-1480 Bestway Care Carpet Cleaning........................407-854-5331 C & B Carpet and Upholstery Cleaning...........407-354-1769 Carpet Valle, Inc..............................................407-889-7111 Creative Multicare, Inc....................................407-241-8998 Elite Steam, Inc................................................407-209-9843 G & H Carpet Care Inc.....................................407-671-7877 JIMS Property Services, LLC..........................888-222-6013 Lynch’s CCC & Restorations, Inc.....................407-366-0010

CARPET DYEING

BATHTUB REPAIRS & REFINISHING

ASPHALT PAVING/REPAIRS

G & H CARPET CARE, INC. 407/671-7877

BASKETBALL/SPORTS EQUIPMENT

C & B Carpet and Upholstery Cleaning, .........407-354-1769 Criste Enterprises Inc......................................407-324-2222 ECS.................................................................407-859-8378 Appliance Warehouse......................................407-782-9380 ARD Distributors, Inc...........800-282-3377 or 800-654-7721 Azuma Leasing................................................800-707-1188 Chadwell Supply............................................888-341-2423 Coin-O-Matic..................................................800-642-9525 Commercial Laundries of West Florida, Inc.....800-876-1477 Creative Outdoor Kitchens...............................813-374-9264 HD Supply ......................................................407-232-0097 Home Depot Supply........................................407-467-3216 ISS Supply, LLC..............................................407-296-5211 Lowe’s Companies...........................................336-232-4816 RAPCO Supply................................................800-678-0023

AAPCO Florida-A Division of AAPCO Group...800-728-2690 All-N-1 Repair & Maintenance, Inc.................407-786-2171 Atlantic Renovation and Contracting Services....................................352-726-2041 Buck Haven, LLC.............................................770-263-0616 Jim Cary Painting............................................407-468-6057 Statewide Construction ...................................407-282-2809 Thomas Construction Services, Inc.................904-669-3126 ZMG Construction, Inc....................................407-865-5771

CARPET CLEANING SERVICES

We Specialize in Testing, Repairing, Rebuilding & Replacing Backflow Devices

APPLIANCES

A.C.T. Access Control Technologies, Inc.........407-422-8850 Performance Gate Systems..............................407-948-9516

American Backflow Testing 877-393-5544

ISS Supply, LLC..............................................407-296-5211 Marcone Supply..............................................407-422-8381 RAPCO Supply................................................800-678-0023

AIR QUALITY SERVICE/INDOOR

Davis Air-Vac & Carwash, Inc.........................407-673-2777

CARPENTRY & REFURBISHING

BACKFLOW TESTING & REPAIR

AIR CONDITIONING/FILTERS/FILTER MATERIALS

Debeaubien, Knight, Simmons, Mantzaris & Neal, LLP..................................407-422-2454 Law Office of James I. Barron, III, P.A..............407-865-5621 Law Office of Lowenhaupt, Sawyers, & Spinale.................................. 1-800-232-0558 Law Offices of Heist, Weisse & Wolk, P. A.......800-253-8428 McArthur Law Firm (The)................................407-556-7078 Reisch Consulting Group, Inc..........................407-628-2742

AUTOMATIC ACCESS SYSTEMS

AIR CONDITIONING

Performance Gate Systems..............................407-948-9516

CAR WASH/COIN OPERATED/VAC & WATER MACHINES

Globiserv, Inc..................................................407-341-7651 Hydroswift Cleaning Inc..................................407-568-9096 Sparkling Clean...............................................407-247-0333

CLOSETS

Custom Klosets and Cabinets.........................813-246-4806

COIN OPERATED LAUNDRY EQUIPMENT COINMACH 800/432-1541 Coin & Smart-Card Operated Laundry Equipment

ARD Distributors, Inc...........800-282-3377 or 800-654-7721 Coinmach....................................... 407-365-9595 ext 50512

THE KEY YELLOW PAGES Southern Management....................................800-229-4531

Coin-O-Matic..................................................800-642-9525 Commercial Laundries of West Florida, Inc.....800-876-1477 Mac-Gray Services, Inc...................................800-662-4729 Washco Laundry Equipment, Inc.....................800-342-9683

BIOHAZARD RESPONSE, INC. 407/277-0006

Olympic Compactor Rentals............................401-556-1588 Waste Pro of Florida........................................321-377-5391

Accident, Blood & Trauma Scene Clean Up

COMPUTER SOFTWARE/HARDWARE BuildingLink.com............................................407-529-6063 CoreLogic SafeRent.........................................800-877-1223 First Advantage................................................800-590-8535 On-Site.com....................................................407-370-4648 R.A. Cassel & Associates................................407-599-5890 RealPage Inc....................................................972-820-3015 SightPlan.........................................................407-230-3594 Slopejet...........................................................303-532-5751 US Postal Solutions Companies.....................866-378-8157 Yardi Systems, Inc...........................................407-921-8526

Gold Medal Products.......................................407-970-3844

CONCRETE COATINGS/POOL DECKS/ENTRIES

Atlantic Renovation and Contracting Services....................................352-726-2041 Behr Paint Corporation....................................407-341-2759 Miller Sealcoating & Striping..........................407-864-6220 Porter/PPG Paints...........................................407-947-8570 Shayne Systems, Inc.......................................407-299-2552 AAPCO Florida-A Division of AAPCO Group...800-728-2690 All N 1 Repair & Maintenance, Inc..................407-786-2171 All Terrain Tractor Service, Inc.........................386-218-6969 Allsouth Renovations, Inc................................888-323-8601 Atlantic Renovation and Contracting Services....................................352-726-2041 Buck Haven, LLC.............................................770-263-0616 Coastal Reconstruction, Inc.............................407-644-1800 Criste Enterprises Inc......................................407-324-2222 DBK Construction Group, Inc..........................386-860-2050 ECS.................................................................407-859-8378 Florida Sealcoat Supply...................................407-579-1060 Gulf Western Roofing......................................321-443-8096 Harrison Brown Construction..........................407-637-2985 JIMS Property Services, LLC..........................888-222-6013 Ox-Built Construction, LLC.............................770-485-3698 Paramount Drywall, Inc...................................305-828-4757 SWET Construction Group..............................321-594-5569 Thomas Construction Services, Inc.................904-669-3216 Watermark Restoration....................................770-853-8641 ZMG Construction...........................................407-865-5771

CONSTRUCTION CONSULTANT

AUM................................................................205-283-1831 Duke Energy....................................................866-843-6546 Energy Management Systems, Inc...... 800-965-9642 ext 403 Orlando Utilities Commission.........................407-434-2248

Law Offices of James I Barron III, P.A..............407-865-5621 Law Office of Lowenhaupt, Sawyers, & Spinale................................................. 1-800-232-0558 Law Offices of Heist, Weisse & Wolk, P. A.......800-253-8428 McArthur Law Firm (The)................................407-556-7078 Exercise Systems, Inc......................................407-996-8890 First Place Fitness Equipment.........................904-998-0738 FitRev..............................................................813-810-2966 Korkat Inc........................................................770-214-9322 Pet and Playground Products..........................334-318-5448 ProMaxima Strength & Conditioning..............407-429-9972

EXTERMINATORS PREVAIL! Pest Control 800/432-6547 Florida Bed Bug & multi-Unit Specialists

A.R.T. Pest Control Services Inc......................888-926-6488 Elite Pest Systems...........................................407-331-0030 Florida Pest Control........................................407-896-6601 Massey Services.............................................407-645-2500 Prevail Pest Control.........................................800-432-6547 Sterling Pest Control, Inc................................407-277-7378

American Backflow & Fire Services, LLC........877-393-5544 Fire and Life Safety America............................407-688-1949 Firetronics, Inc................................................407-774-6900 Service Master Plumbing Services..................407-671-6494 Unifour Fire & Safety.......................................813-283-1801

FLOOR COVERING

EXERCISE EQUIPMENT

Integrated Merchant Services..........................305-633-6303 Contemporary Information Corp......................888-825-1575 Core Logic SafeRent........................................800-877-1223 First Advantage................................................800-590-8535 Leading Edge Solutions, LLC..........................407-708-1901 National Credit Systems..................................800-530-0676 On-Site.com....................................................407-370-4648 RentPaidOnline................................................904-599-2794 Resident Check................................................800-491-2580

Out of area: Ph: 1-800-253-8428 Fax: 1-800-367-9038

Behr Paint Corporation....................................407-341-2759 Bestway Care Carpet Cleaning........................407-854-5331 BRC Restoration Specialist’s, Inc.....................800-404-4481 Coastal Reconstruction....................................407-644-1800 Criste Enterprises Inc......................................407-324-2222 Fire and Life Safety America............................407-688-1949 Ox-Built Construction, LLC.............................770-485-3698 Statewide Construction....................................407-282-2809 Watermark Restoration....................................770-853-8641

FIRE SPRINKLER INSTALLATION/INSPECTION/ BACKFLOW/HYDRANTS

Law Offices of heist, weisse & Wolk, P.A. Ph: 407/872-1995 FAX: 407/872-1725

CREDIT/COLLECTION INFORMATION

American Audio Visual....................................407-888-8300 Aarrow Sign Spinners......................................301-221-4752 CRB Entertainment DJ & Promotion Services......................................407-351-0955 Don’t Stop Believing Entertainment, Inc...........404-840-4484 Gold Medal Products........................................ 407-9703844

EVICTIONS

Academy Fire Life Safety.................................714-402-6334 Fire and Life Safety America............................407-688-1949 Firetronics, Inc................................................407-774-6900 Glidden Paint...................................................407-335-2557 Systems Group, The........................................407-532-6021 Unifour Fire & Safety.......................................813-283-1801 Wayne Automatic Fire Sprinklers.....................321-332-4599

FIRE RESTORATION

ENTERTAINMENT

Academy Fire Life Safety.................................714-402-6334 Advantage Integration Technology...................407-816-9101 Fire and Life Safety America............................407-688-1949 Firetronics, Inc................................................407-774-6900 Systems Group, The........................................407-532-6021 Wayne Automatic Fire Sprinklers.....................321-332-4599

FIRE EXTINGUISHERS

ENERGY CONSERVATION

Credit Card merchant services

ELECTRONIC PAYMENT SERVICE

Broadband Consulting Group..........................407-342-0186 Thomas Construction Services, Inc.................904-669-3126 Zee’s Construction, Inc....................................407-878-2225 Absolute Magic Refinishing, Inc......................407-774-8781 Absolutely Amazing Refinishing, Inc...............407-444-9000 Amerikote Enterprises, Inc...............................407-884-5900 Intellectual Designs, Inc..................................407-847-2330 Mr. Fix It All, Inc..............................................678-891-7704

Criste Enterprises Inc......................................407-324-2222 Orlando Utilities Commission.........................407-434-2248 RAPCO Supply................................................800-678-0023 Switch Electric LLC.........................................800-929-5035 Wilmar Industries............................................954-815-0800

Academy Fire Life Safety.................................714-402-6334 Fire and Life Safety America............................407-688-1949 Firetronics, Inc................................................407-774-6900 Systems Group, The........................................407-532-6021 Unifour Fire & Safety.......................................813-283-1801 Wayne Automatic Fire Sprinklers.....................321-332-4599

FIRE ALARM INSTALLATION, MONITORING & SERVICE

RentPaidOnline................................................904-599-2794

COUNTER REPAIRS & REFINISHING

ABC Paving and Sealcoating..........................407-880-6ABC All County Pavement Management Solutions an M&M Asphalt Co.....................407-610-8069 Hall Company, Inc...........................................407-327-4930 Miller Sealcoating & Striping..........................407-864-6220 MRC Contracting.............................................321-527-8801 Shayne Systems..............................................407-299-2552 Sunray Paving and Construction.....................407-202-0716

Elevation Financial Group, LLC.......................407-215-1353 NorthMarq Capital...........................................407-843-4004

FIRE ALARM CERTIFICATION AND CONSULTING

ELECTRICAL SUPPLIES/SERVICES

CONSTRUCTION

Accident Cleaners............................................407-438-9699 Baxter Restoration...........................................407-423-5553 Biohazard Response, Inc.................................407-277-0006 C & B Carpet and Upholstery Cleaning, .........407-354-1769 Lynch’s CCC & Restorations, Inc.....................407-366-0010

A. C. T. Access Control Technologies, Inc.......407-422-8850 Complete Access Control of Central Florida, Inc...................................................407-381-3995

FINANCING

CURB REPAIR/PAINTING

CONCESSION SUPPLIES/POPCORN/COOKIES/ BELGIAN WAFFLES

FENCING

COMPACTOR RENTALS

ValleyCrest Landscape Maintenance...............407-702-4929

CRIME SCENE CLEANING

Arbor Contract Carpet ....................................407-438-1129 Carpet & Blinds Beautiful................................407-578-6000 Chadwell Supply.............................................888-341-2423 Commercial Flooring Distributors...................386-668-0121 Cutting Edge Carpet, Inc..................................407-244-5588 FitRev..............................................................813-810-2966 Home Depot Supply........................................407-467-3216 House of Floors...............................................407-830-6999 Lifestyle Flooring, Inc......................................407-293-8334 Real Floors......................................................407-960-1752 Redi Carpet......................................................407-855-4700 Rite Rug...........................................................407-792-4064 Sherwin Williams Company (The)...................407-843-6020

FOUNTAINS/SALES & SERVICE

American Ecosystems Inc............................... 888-639-LAKE Vermana..........................................................888-599-2477

FURNITURE/HOUSEWARES SALES/LEASING

Admiral’s Casual Furniture..............................800-999-2589 AFR Furniture Rental.......................................407-608-5141 Cort.................................................................407-678-2677

november/december 2014

25

THE KEY YELLOW PAGES ET & T Distributors, Inc...................................888-642-2226 Florida Patio Furniture & Restrapping, LLC....407-483-7922 Southern Furniture Leasing.............................407-867-7347 Sunbrite Outdoor Furniture..............................407-294-9041

GENERAL CONTRACTORS

AAPCO Florida-A Division of AAPCO Group..............................................800-728-2690 ABC Paving and Sealcoating..........................407-880-6ABC All-N-1 Repair & Maintenance, Inc.................407-786-2171 Allsouth Renovations, Inc................................888-323-8601 BRC Restoration Specialist’s, Inc.....................800-404-4481 Buck Haven, LLC.............................................770-263-0616 Coastal Reconstruction....................................407-644-1800 Criste Enterprises Inc......................................407-324-2222 DBK Construction Group, Inc..........................386-860-2050 EDC Services Group........................................407-771-4442 G & F Renovations, Inc....................................407-732-7911 Harrison Brown Construction..........................407-637-2985 Ox-Built Construction, LLC.............................770-485-3698 Paramount Drywall, Inc...................................305-828-4757 Randazzo Builders, Inc....................................352-385-4783 Renovation Group, Inc (The)............................866-417-7350 Statewide Construction....................................407-282-2809 SWET Construction Group..............................321-594-5569 Thomas Construction Services, Inc.................407-409-4859 THS National...................................................813-241-7069 Windsor Redevelopment Corp.........................813-854-3800 Zee’s Construction, Inc....................................407-878-2225

gift baskets

Apartment Insurance Specialists

Advantage Golf Cars........................................407-440-2804 Golf & Electric Vehicles...................................407-568-2122 Orlando Golf Cars............................................407-426-9727

RAPCO Supply................................................800-678-0023 VingCard Elsafe...............................................214-789-5340

KEY CONTROL SYSTEMS

Aarrow Sign Spinners......................................301-221-4752

HIG INSURANCE GROUP 407/920-1116 Apartment Insurance Specialists Apartment Insurance of Florida.......................407-920-1116 HIG Insurance Group.......................................407-920-1116 Marsh & McLennan Agency............................407-849-0333

Habitational Insurance Specialists

26

The Key www.aago.org

B&M Landscape Concepts..............................407-677-7799 Florida Pest Control........................................407-896-6601 Luke Brothers Landscape Services... 727-937-6448 ext 2045 Massey Services.............................................407-645-2500 Servello & Son, Inc.........................................386-753-1100 Sterling Pest Control, Inc................................407-277-7378 Condo Experts USA Inc...................................305-502-7888

Satisfacts Research.........................................866-655-1490

MARKET RESEARCH 407apartments.................................................407-505-4332 AC Commercial Property Management...........407-647-9800 ALN Apartment Data, Inc.................... 800-643-6416 Ext 205 CoStar Group, The...........................................321-558-4061 MyRentComps.com ........................................407-206-3791 NorthMarq Capital...........................................407-843-4004

MICROWAVE OVEN PARTS

RAPCO Supply................................................800-678-0023

MOLD/ASBESTOS/LEAD REMEDIATION/ RESTORATION & CONSULTING

Baxter Restoration...........................................407-423-5553 C & B Carpet and Upholstery Cleaning, .........407-354-1769 Coastal Reconstruction....................................407-644-1800 G & H Carpet Care, Inc....................................407-671-7877 Lynch’s CCC & Restorations, Inc.....................407-366-0010

MULCH

Royal Landscape Nursery................................407-296-3042

MULtifamily market research & analysis

ALN Apartment Data, Inc.................... 800-643-6416 Ext 205

ONLINE MARKET SURVEY MyRentComps.com ........................................407-206-3791

ORNAMENTAL IRON WORKS

A.C.T. Access Control Technologies, Inc.........407-422-8850 Performance Gate Systems..............................407-948-9516

OUTDOOR/INDOOR FURNITURE/REFINISHING SUNBRITE OUTDOOR FURNITURE 407/294-9041 New • Re-Finish • Re-Strap

Admiral’s Casual Furniture..............................800-999-2589 Creative Outdoor Kitchens...............................813-374-9264 ET & T Distributors, Inc...................................888-642-2226 Florida Patio Furniture & Restrapping, LLC....407-483-7922 Sunbrite Outdoor Furniture..............................407-294-9041

OUTDOOR KITCHENS

LEASING COMPANY

Chadwell Supply.............................................888-341-2423 EDC Services Group........................................407-771-4442 HD Supply.......................................................407-232-0097 Lowe’s Companies...........................................336-232-4816 Maintenance Supply Headquarters..................813-299-9338 Marcone Supply..............................................407-422-8381 RAPCO Supply................................................800-678-0023 Wilmar Industries............................................954-815-0800

MANAGEMENT CONSULTANT

LAWN/SHRUB SPRAYING

INSURANCE SERVICES/RISK MANAGEMENT

APARTMENT INSURANCE OF FLORIDA 407/920-1116

Innovations Design Group...............................407-440-3574

Ackman Brothers Landscaping, Inc.................407-929-3062 AmeriScape Florida, Inc..................................813-789-3554 B&M Landscape Concepts..............................407-677-7799 Budd Group (The)............................................407-823-8188 Florida Pest Control........................................407-896-6601 Greater Outdoors Lawn Care...........................407-438-1601 Innovations Design Group...............................407-440-3574 Luke Brothers Landscape Services... 727-937-6448 ext 2045 Preferred Maintenance....................................904-217-3196 Royal Landscape Nursery................................407-296-3042 Servello & Son, Inc.........................................386-753-1100 Superior Ideas, Inc..........................................407-416-7755 US Lawns........................................................407-319-9044 ValleyCrest Landscape Maintenance...............407-702-4929

EPIC Home Services, Inc.................................407-415-3588

MAINTENANCE SUPPLIES

LANDSCAPING/LAWN MAINTENANCE/ CONSULTING

Habitational Insurance Specialists

LANDSCAPE ARCHITECT

INSURANCE SALES

APARTMENT INSURANCE OF FLORIDA 407/920-1116

American Ecosystems Inc............................... 888-639-LAKE Southern Aquatic Management, Inc.................407-416-3482

US Postal Solutions Companies.....................866-378-8157

MAINTENANCE REPAIRS

LAKE MAINTENANCE

HUMAN DIRECTIONAL/SPINNERS

American Backflow Testing..............................877-393-5544 B&M Landscape Concepts..............................407-677-7799 Harvey Baker Plumbing, Inc............................407-859-3572 Innovations Design Group...............................407-440-3574 Jim’s Plumbing & Irrigation, Inc......................407-679-4173 Luke Brothers Landscape Services... 727-937-6448 ext 2045 Servello & Son, Inc.........................................386-753-1100 Service Master Plumbing Services..................407-671-6494

Law Office of James I Barron, III, P.A...............407-865-5621 Law Office of Lowenhaupt, Sawyers, & Spinale................................................. 1-800-232-0558 Law Offices of Heist, Weisse & Wolk, P. A.......800-253-8428 Reisch Consulting Group, Inc..........................407-628-2742

mail delivery

Kay Green Design, Inc.....................................407-246-7155 Koncept Design Studio....................................404-888-0198

BuildingLink.com............................................407-529-6063 VingCard Elsafe...............................................214-789-5340

Hardware

Apartment List.................................................770-617-8812 Apartments.com..............................................813-504-0507 Bright House Networks....................................813-436-2214 Koncept Design Studio....................................404-888-0198 0pinions Vary..................................................407-733-4351 R.A. Cassel & Associates................................407-599-5890 Resite Online...................................................888-289-2016 SightPlan.........................................................407-230-3594 UCF Off Campus Housing-Powered

by Off Campus Partners...............................877-895-1234

IRRIGATION REPAIRS/PARTS

Baskets by Nancy............................................407-658-7724

AAPCO Florida-A Division of AAPCO Group...800-728-2690 Mallard Systems..............................................321-804-4907

Apartment Insurance of Florida.......................407-920-1116 HIG Insurance Group.......................................407-920-1116 Marsh & McLennan Agency............................407-849-0333 Yardi Systems, Inc...........................................407-921-8526

INTERIOR DESIGN

GUTTERS/PROTECTION/CLEANING

Law Offices of heist, weisse & Wolk, P.A. Ph: 407/872-1995 FAX: 407/872-1725

Out of area: Ph: 1-800-253-8428 Fax: 1-800-367-9038

INTERNET SERVICES AND DESIGN

GOLF CAR/trikes/LEASING/SALES/SERVICES

LEGAL

HIG INSURANCE GROUP 407/920-1116

Creative Outdoor Kitchens...............................813-374-9264

THE KEY YELLOW PAGES R-Tistic Interiors, inc.

407/677-6197

AAPCO Florida-A Division of AAPCO Group...800-728-2690 All-N-1 Repair & Maintenance, Inc.................407-786-2171 Art Design Group, Inc......................................407-367-9996 B & L Investments of Orlando, Inc...................407-344-1194 Buck Haven, LLC.............................................770-263-0616 Clean Spray Corporation.................................321-207-6574 Criste Enterprises Inc......................................407-324-2222 DRS Inc...........................................................407-367-9022 EPIC Home Services, Inc.................................407-415-3588 GDE Renovations, Inc......................................407-321-8886 Hydroswift Cleaning Inc..................................407-568-9096 Intellectual Designs, Inc..................................407-847-2330 Jim Cary Painting............................................407-468-6057 JIMS Property Services, LLC..........................888-222-6013 Luminous Painting & Renovating, LLC...........407-542-3514 Ox-Built Construction, LLC.............................770-485-3698 Porter/PPG Paints...........................................407-947-8570 Preferred Maintenance....................................904-217-3196 R-Tistic Interiors..............................................407-677-6197 Statewide Construction....................................407-282-2809 ZMG Construction, Inc....................................407-865-5771

Behr Paint Corporation....................................407-341-2759 Color Wheel Paints..........................................407-293-6810 Glidden Paint...................................................407-335-2557 Lowe’s Companies...........................................336-232-4816 Paint Drop by Valspar (The).......407-816-9146 Porter/PPG Paints...........................................407-947-8570 RAPCO Supply................................................800-678-0023 Sherwin Williams Company (The)...................407-468-9671 Valspar Corporation........................................512-820-4328

ABC Paving and Sealcoating..........................407-880-6ABC Action Plus Pressure Cleaning, Inc.................386-756-0630 All County Pavement Management Solutions an M&M Asphalt Co.....................407-610-8069 All Terrain Tractor Service, Inc.........................386-218-6969 B & L Investments of Orlando, Inc...................407-344-1194 Coastal Reconstruction, Inc.............................407-644-1800 Criste Enterprises Inc......................................407-324-2222 Driveway Maintenance, Inc..............................407-298-8558 Florida Sealcoat Supply...................................407-579-1060 Hall Company, Inc...........................................407-327-4930 Miller Sealcoating & Striping..........................407-864-6220 MRC Contracting, LLC....................................321-527-8801 Seal Master.....................................................407-299-5373 Sunray Paving and Construction.....................407-202-0716

Agility Staffing, Inc..........................................813-549-9109 Apartmentjobs.com.........................................877-682-6200 BG Staffing......................................................813-314-2069 HH Staffing......................................................407-401-9496 Liberty Group, The...........................................407-512-6408

Contemporary Information Corp......................888-825-1575 CoreLogic SafeRent.........................................855-491-2696 First Advantage................................................800-590-8535 On-Site.com....................................................407-370-4648 RealPage Inc....................................................972-820-3015 Resident Check................................................800-491-2580 Vital Security & Investigations........................770-500-7476 Yardi Systems, Inc...........................................407-921-8526

Action Plus Pressure Cleaning, Inc.................386-756-0630 All Florida Roof & Exterior Cleaning...............407-438-4195 Art Design Group, Inc......................................407-367-9996 B & L Investments of Orlando, Inc...................407-344-1194 Buck Haven, LLC.............................................770-263-0616 Clean Spray Corporation.................................321-207-6574 DRS Inc...........................................................407-367-9022 Elite Pest Systems...........................................407-331-0030 Globiserv, Inc..................................................407-341-7651 Jim Cary Painting............................................407-468-6057 Mallard Systems..............................................321-804-4907 4907Ox-Built Construction, LLC.....................770-485-3698 Sparkling Clean...............................................407-247-0333 Squeegee Squad..............................................407-921-0072

Print • banners & signs • promotional • design • Marketing

Apartment Finder Magazine................ 407-894-3847 ext 120 For Rent Media Solutions................................800-882-5659 Greater Orlando Apartment Guide....................407-888-0745 Koncept Design Studio....................................404-888-0198

PROMOTIONAL PRODUCTS/EVENTS

American Audio Visual....................................407-888-8300 Koncept Design Studio....................................404-888-0198 0pinions Vary..................................................407-733-4351 World Advertising of Florida............................813-835-9500

Public Relations

0pinions Vary..................................................407-733-4351

PUBLISHERS 407apartments.................................................407-505-4332

Apartment List.................................................770-617-8812

REMODELING

Sir Speedy printing and marketing services Office 407-423-2051 / direct 407-832-8173

AAPCO Florida-A Division of AAPCO Group..............................................800-728-2690 All-N-1 Repair & Maintenance, Inc.................407-786-2171 Allsouth Renovations, Inc................................888-323-8601 BST-Armorcon.................................................407-999-5054 Buck Haven, LLC.............................................770-263-0616 Coastal Reconstruction....................................407-644-1800 Commercial Flooring Distributors...................386-668-0121 Criste Enterprises Inc......................................407-324-2222 Custom Klosets and Cabinets.........................813-246-4806 DBK.................................................................386-860-2050 EDC Services Group........................................407-771-4442 G & F Renovations, Inc.......................407-732-7911realpage GDE Renovations, Inc......................................407-321-8886 Kay Green Design, Inc.....................................407-246-7155 Randazzo Builders, Inc....................................352-385-4783 Renovation Group, Inc (The)............................866-417-7350 Service Master Plumbing Services..................407-671-6494 Spraggins, Inc.................................................407-295-4150 Statewide Construction....................................407-282-2809 Switch Electric LLC.........................................800-929-5035 Windsor Redevelopment Corp.........................813-854-3800 ZMG Construction, Inc....................................407-865-5771

RELOCATION SERVICES

PRINTING/TYPESETTING/GRAPHIC ARTS

From Regional Managers to Grounds Maintenance – Give us a call

Multi-Family Renovation Specialist

PRESSURE WASHING/EXTERIOR BUILDING CLEANING

PERSONNEL/TEMPORARY SERVICES

HH Staffing Services, Inc 407/401-9496

G & F Renovations, Inc. 407-732-7911

PRE-EMPLOYMENT/RESIDENT SCREENING

AAPCO Florida-A Division of AAPCO Group...800-728-2690 Critical Intervention Services...........................407-420-7945 Palm Security Services....................................877-824-4025 Patrol Services International............................407-351-6565 Premier Security..............................................321-206-3881 Veterans Security Corps of America, Inc..........954-731-5161 Vital Security & Investigations........................770-500-7476

American Backflow Testing..............................877-393-5544 Coastal Backflow, LLC.....................................386-837-2027 Flo-Tec Pin Hole Leak Prevention Div..............727-531-8796 Harvey Baker Plumbing, Inc............................407-859-3572 Jim’s Plumbing & Irrigation, Inc......................407-679-4173 Moen...............................................................813-394-0363 Mercury Plumbing..........................................407-898-6960 RAPCO Supply................................................800-678-0023 Reliance Plumbing..........................................407-831-4459 Roto Rooter.....................................................407-855-7900 Service Master Plumbing Services..................407-671-6494 Wilmar Industries............................................954-815-0800

AC Commercial Property Management...........407-647-9800 Condo Experts USA Inc...................................305-502-7888 eSupply Systems.............................................210-979-6670 Marcus & Millichap.........................................407-557-3800 NorthMarq Capital...........................................407-843-4004 Reisch Consulting Group, Inc..........................407-628-2742

REHAB

Now You Can Call A Name You Can Trust

PATROL SERVICES

service master plumbing 407/671-6494

PATIO/PORCH/RAILING

ET & T Distributors, Inc...................................888-642-2226 Korkat Inc........................................................770-214-9322 Pet and Playground Products..........................334-318-5448 Top Line Recreation.........................................800-921-4509

Buyers Access.................................................303-991-5580 eSupply Systems.............................................210-979-6670

REAL ESTATE BROKERAGE/MULTI-FAMILY/ APPRAISAL/developer

PLUMBING PARTS/SUPPLIES/SERVICES

PARKING LOT MAINTENANCE

Greater Outdoors Lawn Care...........................407-438-1601 Royal Landscape Nursery................................407-296-3042

Purchasing Services

PLAYGROUND/SHADE & PARK EQUIPMENT

PAINTS & SUPPLIES

Pet and Playground Products..........................334-318-5448 PooPrints Central Florida................................407-496-3133

PLANTS/PLANTING SUPPLIES

• Interior Painting • Drywall Repair • Texturing • TILE

Apartment Finder Magazine...................407-894-3847 X 120 For Rent Media Solutions................................800-882-5659 Greater Orlando Apartment Guide....................407-888-0745

Pet services/sitting

PAINTING (APPLICATORS)

AJS Building & Renovations...........................407-298-9700 All-N-1 Repair & Maintenance, Inc.................407-786-2171 Amerikote Enterprises, Inc...............................407-884-5900 BST-Armorcon.................................................407-999-5054 Buck Haven, LLC.............................................770-263-0616 Coastal Reconstruction, Inc.............................407-644-1800 Criste Enterprises Inc......................................407-324-2222 DRS Inc...........................................................407-367-9022 Harrison Brown Construction..........................407-637-2985 Home Depot Supply........................................407-467-3216 Kay Green Design, Inc.....................................407-246-7155 Luminous Painting & Renovating, LLC...........407-542-3514 Moen...............................................................813-394-0363 Mr. Fix It All, Inc..............................................678-891-7704 Ox-Built Construction, LLC.............................770-485-3698 Paramount Drywall, Inc...................................305-828-4757 Switch Electric LLC.........................................800-929-5035

Resident retention

Cares By Apartment Life..................................407-408-4245 Satisfacts Research.........................................866-655-1490 US Postal Solutions Companies.....................866-378-8157

Resident SURVEYS

Satisfacts Research.........................................866-655-1490

RESIDENTIAL PRODUCTS/SERVICES Apartments.com..............................................813-504-0507 One Call Now..................................................937-573-2346 Palm Security Services....................................877-824-4025

november/december 2014

27

THE KEY YELLOW PAGES

PooPrints Central Florida................................407-496-3133

RESTORATION - FIRE, WATER, & WIND INSURANCE

Accident Cleaners...........................................407-438-9699 AJS Building & Renovations...........................407-298-9700 Baxter Restoration...........................................407-835-7999 BRC Restoration Specialist’s, Inc.....................800-404-4481 C & B Carpet and Upholstery Cleaning,..........407-654-1769 Coastal Reconstruction, Inc.............................407-644-1800 Criste Enterprises Inc......................................407-324-2222 DRS Inc...........................................................407-367-9022 Elite Steam, Inc...............................................407-209-9843 Ox-Built Construction, LLC.............................770-485-3698 Renovation Group, Inc. (The)..........................866-417-7350 SWET Construction Group..............................321-594-5569 Windsor Redevelopment Corp.........................813-854-3800

Harvey Baker Plumbing, Inc........................... 407-859-3572 Jim’s Plumbing & Irrigation, Inc......................407-679-4173 Service Master Plumbing Services..................407-671-6494

SIDING/INSTALLATION

AAPCO Florida-A Division of AAPCO Group..............................................800-728-2690 James Hardie..................................................678-637-6299 Ox-Built Construction, LLC.............................770-485-3698

AAPCO Florida-A Division of AAPCO Group............................................ 800-728-2690 All Florida Roof & Exterior Cleaning...............407-438-4195 Buck Haven, LLC.............................................770-263-0616 Collis Roofing, Inc..........................................321-441-2300 DRS Inc...........................................................407-367-9022 ECS.................................................................407-859-8378 G & F Renovations, Inc...................................407-732-7911 GDE Renovations, Inc......................................407-321-8886 Gulf Western Roofing......................................321-443-8096 Ox-Built Construction, LLC.............................770-485-3698 Performance Roofing.......................................407-210-1503 Petersen Dean Roofing & Solar.......................407-857-1757 Quality Roofing of Florida, Inc.........................813-620-4797 Randazzo Builders, Inc....................................352-385-4783 Rhyne Restoration, Inc....................................407-556-3997 Watermark Restoration....................................770-853-8641 Zee’s Construction, Inc....................................407-878-2225 ZMG Construction, Inc....................................407-865-5771

SECURITY SERVICES/ON-SITE

CRITICAL INTERVENTION SERVICES SPECIALIZING IN SECURITY AND PATROL SERVICES

SPA & POOL HEATERS

SECURITY SYSTEMS/SERVICE, INSTALLATION & MONITORING

Advantage Integration Technology...................407-816-9101 Critical Intervention Services..........................407-447-0451 Firetronics, Inc................................................407-774-6900 Premier Security..............................................321-206-3881 Systems Group, The........................................407-532-6021

28

The Key www.aago.org

Service Master Plumbing Services..................407-671-6494 ValleyCrest Landscape Maintenance...............407-702-4929

SWIMMING POOL CHEMICALS/SUPPLIES/ CLEANING

UTILITIES

voicemail/messaging CallMaX..........................................................770-919-9771 One Call Now..................................................937-573-2346 SightPlan........................................................407-230-3594

WASTE/RECYCLING/SPECIALTY/CONSULTING

American Audio Visual....................................407-888-8300 Bright House Networks....................................813-436-2214 Broadstar.........................................................800-943-3381 Century Link MDU..........................................407-889-6269 Indatus............................................................800-727-4246 One Call Now..................................................937-573-2346 Summit Broadband.........................................407-996-8900

Telephone Answering Services/ pay telephones

A Courteous Communications Corporation.....407-896-4800 CallMaX..........................................................770-919-9771 Indatus............................................................800-727-4246 RealPage Inc...................................................972-820-3015 Slopejet...........................................................303-532-5751

invisible waste services 407/251-1552 www.invisiblewasteservices.com

WATER CONSERVATION

WATERPROOFING

Art Design Group, Inc......................................407-367-9996 Buck Haven, LLC.............................................770-263-0616 Criste Enterprises Inc......................................407-324-2222 DRS Inc...........................................................407-367-9022 Ox-Built Construction, LLC.............................770-485-3698

WATER/SEWER SUB-METERING

UCF Off Campus Housing-Powered

by Off Campus Partners...............................877-895-1234

TENNIS COURTS

Invisible Waste Services..................................407-251-1552 Premier Valet Waste Services, Inc...................407-936-1303 Standard Waste Reduction..............................407-788-8120 Valet Waste, Inc...............................................877-574-2587 Waste Pro of Florida........................................321-377-5391

Moen...............................................................813-394-0363 NWP Services Corporation..............................949-253-2512 Orlando Utilities Commission.........................407-434-2248 Service Master Plumbing Services..................407-671-6494

TEMPORARY HOUSING

Conex Recycling Corporation..........................866-879-2663 Invisible Waste Services..................................407-251-1552 Premier Valet Waste Services, Inc...................407-936-1303 Recycling Textile Management (RTM).............404-557-1234 Sunshine Recycling Group..............................407-843-7990 Valet Waste, Inc...............................................877-574-2587 Waste Pro of Florida........................................321-377-5391

WASTE REMOVAL/CONSULTING

Telecommunications & Entertainment Services

Bright House Networks....................................813-436-2214 Communications Consulting Group................407-902-7358 Summit Broadband.........................................407-996-8900

AUM................................................................205-283-1831 Conservice......................................................904-415-3963 Duke Energy....................................................866-843-6546 Energy Management Systems, Inc...... 800-965-9642 ext 403 NWP Services Corporation..............................949-253-2512

SWIMMING POOL REPAIRS & RENOVATION Poolsure............................................. 800-858-7665 ext 147 RAPCO Supply................................................800-678-0023 Spies Pool, LLC..............................................407-847-2771 Tropical Breeze Pool Service...........................407-333-0148 Vermana..........................................................888-599-2477

All-N-1 Repair & Maintenance, Inc.................407-786-2171 DRS Inc...........................................................407-367-9022 EPIC Home Services, Inc.................................407-415-3588 Hydroswift Cleaning Inc..................................407-568-9096 Luminous Painting & Renovating, LLC...........407-542-3514 Preferred Maintenance....................................904-217-3196 Sparkling Clean...............................................407-247-0333

TV/cable

Poolsure............................................. 800-858-7665 ext 147 Spies Pool, LLC..............................................407-847-2771 Tropical Breeze Pool Service....407-333-0148 Vermana..........................................................888-599-2477

jeff.ezell@kkpsecuritygroup.com Complete Access Control of Central Florida, Inc...................................................407-381-3995 Critical Intervention Services..........................407-447-0451 Paladin Global Corporation.............................321-239-5992 Palm Security Services....................................877-824-4025 Patrol Services International............................407-351-6565 Patrol Services International............................407-351-6565 Premier Security..............................................321-206-3881 Systems Group, The........................................407-532-6021 Veterans Security Corps of America, Inc.........954-731-5161 Vital Security & Investigations........................770-500-7476

Spies Pool, LLC..............................................407-847-2771 Tropical Breeze Pool Service...........................407-333-0148

SPRINKLER SYSTEMS (IRRIGATION)

407/447-0451

ABC Paving and Sealcoating..........................407-880-6ABC D. Sink, Inc.....................................................407-474-8274 DeNyse Companies.........................................727-366-9267 Oakhurst Signs................................................407-982-5494

Superior Ideas, Inc..........................................407-416-7755

TURN KEY

D. Sink, Inc. 321/231-5804 Flags • Banners • Signs • Weekend Directionals

Biohazard Response, Inc.................................407-277-0006

TREE SERVICES

Coastal Reconstruction, Inc.............................407-644-1800 MRC Contracting, LLC....................................321-527-8801 Shayne Systems, Inc.......................................407-299-2552

SIGNS/FLAGS/BANNERS

Action Plus Pressure Cleaning, Inc.................386-756-0630 All Florida Roof & Exterior Cleaning...............407-438-4195 Clean Spray Corporation.................................321-207-6574 DRS Inc...........................................................407-367-9022 Mallard Systems.........................877-382-5620 Petersen Dean Roofing & Solar.......................407-857-1757 Squeegee Squad.............................................407-921-0072

ROOFING CONTRACTORS/CONSULTANTS

SIDEWALK REPAIRS/GRINDING

ROOF AND EXTERIOR CLEANING

TRAINING/EDUCATION

SEWER/SEPTIC

American Metering Services, Inc.....................941-358-1253 Energy Management Systems, Inc...... 800-965-9642 ext 403 NWP Services Corporation..............................949-253-2512 Service Master Plumbing Services..................407-671-6494

WINDOW CLEANING

MRC Contracting............................................321-527-8801

Squeegee Squad.............................................407-921-0072

WINDOW/SCREEN/DOOR REPLACEMENT PARTS

Collis Roofing, Inc..........................................321-441-2300

GET BACK in the GAME! THE RULES HAVE CHANGED. COME BACK AND GET YOUR CERTIFIED APARTMENT MANAGER DESIGNATION. YOU’RE ALMOST THERE. HAVE YOU COMPLETED THE CAM COURSEWORK BUT NOT THE COMMUNITY ANALYSIS AND/OR EXAM? COMPLETE THE NEW ONLINE PROCTORED EXAM AND YOU’LL BE AT THE FINISH LINE! 3 STEPS TO YOUR CAM DESIGNATION:

sign up

pass exam

earn designation

FIND OUT HOW AT NAAHQ.ORG/CAMNESTY

Don’t ! t e g r o F

Please bring a new & unwrapped toy to AAGO’s 2014

Holiday Luncheon and brighten up an underprivileged child’s holiday!

See Page 7 for details

november/december 2014

29

Where Have All the

Great Candidates Gone?

A

s I visit with my clients, I am constantly asked, “Where are the great candidates?” I talk with clients from coast to coast on a daily basis, and the demand for the next round of talent to lead them into the future has never been greater. Keep in mind; you are competing with top companies like Apple and Chevron and not just your competitors in the Multi-Family industry. The harsh reality is more options exist today than have been available in the last 3 years. As employers, it is more important than ever to be prepared to hire fast and hire right. National averages suggest only 10% of resumes received for a job posting are actually a match for the position or meet the minimum hiring criteria to warrant an interview. Put that into perspective: If 100 applicants respond to your ad, only 10 of those resumes will meet the minimum standards you have listed in your ad. Out of those 10, you will likely only identify 2-3 of those candidates as someone you would like to hire. Eye-opening, isn’t it!

Take a deep breath, however, and know your competition is fighting the same battle. We all want and need the top talent.

It is time for you to create a plan that gets you to these candidates first:

1 2 3

Know what you really want. Yes, you have an opening, but what has changed since you last filled this position? Why is it open?

Know your current staff’s condition. Identify your strengths and weaknesses, and adjust your hiring criteria to fill your weaknesses.

Look to the future! Don’t just hire for what you need today. Hire candidates that can adapt and grow with your company. Invest in the long-term future of your company with each new hire.

4 5

Know how you compare to others hiring in your market and not just companies in the Multi-Family Industry.

Look at the overall package you are able to offer, and make sure it is competitive. The truly great candidates will have multiple options.

Follow these guidelines and all the great candidates will be drawn to you!

Matthew Smith Senior Vice President - Personnel Services THE LIBERTY GROUP www.thelibertygroup.com

30

The Key www.aago.org

MARKET BEAT Multi-Family Market Vital Signs

Get Free Comp Reports Now & Comprehensive Analysis Reports Soon!

By Geoff Harlan, MyRentComps.com / AAGO Market Survey

AMSTR Trends For those of you who have not reviewed the 3rd Quarter Central Florida Area – Apartment Market Survey & Trend Report “AMSTR”, we wanted to give you an abridged, “bird’s eye view” of the markets in the AAGO region. The AMSTR covers the entire AAGO market and features Regional, County, and Submarket Level reporting. The report contains an Aging Analysis of the inventory, analysis of Rents and Occupancies for “all units” as well as all of the individual unit types within each of the reportable areas (includes region, county, and submarket), and much, much more.

To Order AMSTR… Call Julie at AAGO (407-644-0539 ext. 207) or email her at (julie@aago.org)!

exception; Osceola County, were occupancies have consistently grown each report cycle since 1st Quarter 2012.

As the above chart would suggest, the Overall Occupancy of the entire 5-county AAGO Area continues to rise as well. The overall occupancy for the 5-county AAGO area has climbed from 93.69% in 1st Quarter 2012 to 95.78% in 3rd Quarter 2014.

We will see what happens in the next AMSTR, but the elevated occupancy experienced in our market appears to have allowed for the continued rent growth all counties have experienced.

We would like to remind you that by participating in the AAGO Online Market Survey, you not only get Free Access to your Comps information whenever you need it, but it also supports our ability to produce the AMSTR and provide it to you at such an affordable price. You cannot find this level and quality of market data at such an affordable price anywhere else. Thank You for your past and future participation in support of this Great Association Service.

For us to continue to provide our membership current statistical market information in this article, it requires all members go to the “Market Survey” tab at www.aago. org and log in weekly to update rents, occupancies and concession activity. The more often you participate in the AAGO Online Market Survey, the better and more detailed our reporting can become.

Historical Trends in AAGO Areas The Average Rent Trends shown in the table below are for “All Units” in their respective counties. Since the 1st Quarter of 2012, the trend continues to show rent growth in all AAGO area counties.

At the macro level, analysis of the historical trends from the 3rd Quarter 2014 Central Florida Area AMSTR showed that the overall average market rent for the whole 5-County AAGO area increased significantly in both the short and long term: $27 in the last six months and $60 1st Quarter 2012. You will be able to see these same type of statistics in the full AMSTR report for your submarkets.

In the graph below, it can be seen that the Overall Occupancies rebounded from their 1st Quarter 2014 lows with one

Contact us at Support@MyRentComps.com if you need any assistance or would like to learn more.

Source: MyRentComps.com november/december 2014

31

How Enforceable Is An Early Termination Fee In A Residential Rental Agreement?

A recent Florida appellate case dealt with the issue of whether a landlord’s early termination fee addendum was enforceable. This case will review the case of Wilson v Terwillinger, 39 Fla. L. Weekly D1313a (Fla. 5th DCA June 20, 2014).

The Wilson Facts: In the Wilson case, the landlord had the tenant sign a separate addendum to a lease which provided for a fee to be paid if the tenant terminated the lease early. The trial court ruled that the provision was not enforceable if the same provision that was in the addendum was not also in the lease.

The trial court certified the following question to the appellate court as an issue of great importance: [w]hether an addendum, providing for liquidated damages or an early termination fee, as provided in the rental agreement, in the form set forth in § 83.595(4), Fla. Stat., constitutes a valid, binding obligation, where the parties’ lease, in the form approved by the Florida Supreme Court and The Florida Bar, omits any reference to liquidated damages or an early termination fee.

The landlord and tenant in the case had used the lease form approved by the Florida Supreme Court which did not contain an early termination fee. The Court pointed out the following key facts from the case:

1

At the time the lease agreement was signed by the parties, they also executed an addendum to the lease entitled “Early Termination Fee/Liquidated Damages Addendum,” which provided two options: acceptance of the liquidated damages or early termination fee provision; or disagreement with the liquidated damages or early termination fee provision and acknowledgement that the landlord may seek damages as provided by law in the 32

The Key www.aago.org

By: Kevin Knight

event of a breach. Terwillinger (and Wilson) chose the first option, which specifically provides: I agree, as provided in the rental agreement, to pay $4,500 (an amount that does not exceed two months’ rent) as liquidated damages or an early termination fee if I elect to terminate the rental agreement and the landlord waives the right to seek additional rent beyond the month in which the landlord retakes possession.

Although the provisions in the body of the lease do not include this remedy, the addendum is attached to the lease.

2

Terwillinger sent Wilson a notice stating that “[w]e will be exercising the termination clause per the current, and legally binding, lease, as well as the current tenant/landlordlaws and statutes.” The notice further stated that payment would be made on the last day of the lease and not as specified by Wilson.

3

Terwillinger did not pay the liquidated damages fee, so Wilson filed suit alleging that Terwillinger vacated the premises in violation of the provisions of the lease.

She sought the remedy of liquidated damages pursuant to the addendum and asked that the security deposit held by her be applied as partial satisfaction of the liquidated damages amount.

4

The trial court held that the remedy of liquidated damages was not available to Wilson for the reasons previously explained and entered judgment in favor of Terwillinger.

The appellate court noted that Section 83.595, Florida Statutes (2012), provides that the landlord may: Charge liquidated damages, as provided in the rental agreement, or an early termination fee to the tenant if the landlord and tenant have agreed to liquidated damages or an early termination fee, if the amount does not exceed 2 months’ rent, and if, in the case of an early termination fee, the tenant is required to give no more than 60 days’ notice, as provided in the rental agreement, prior to the proposed date of early termination. This remedy is available only if the tenant and the landlord, at the time the rental Legal News

agreement was made, indicated acceptance of liquidated damages or an early termination fee. The tenant must indicate acceptance of liquidated damages or an early termination fee by signing a separate addendum to the rental agreement containing a provision in substantially the following form: [ ] I agree, as provided in the rental agreement, to pay $____ (an amount that does not exceed 2 months’ rent) as liquidated damages or an early termination fee if I elect to terminate the rental agreement, and the landlord waives the right to seek additional rent beyond the month in which the landlord retakes possession.

Learn about

[ ] I do not agree to liquidated damages or an early termination fee, and I acknowledge that the landlord may seek damages as provided by law.

The Court found that since the addendum and lease were signed at the same time, they both formed the rental agreement and Terwillinger was bound: Terwillinger chose his remedy with his eyes wide open and his gaze intently fixed upon the liquidated damages provision in the addendum he signed. He should not be relieved of the consequences of his choice because he did not gaze upon it twice when there is nothing to indicate that once was not enough. We, therefore, reverse the judgment under review and remand this case to the county court to enter judgment in favor of Wilson in the amount of $4,500, minus the amount of the security deposit Terwillinger previously paid Wilson.

CONCLUSION/TAKE AWAY: The bottom line is that a landlord can have an early termination fee provided that it’s contained either in the lease or an addendum that is signed at the same time as the lease.

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Legal News

november/december 2014

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The National Apartment Association’s Position On Ebola The outbreak of the Ebola virus is an unprecedented health situation for the United States due to the severity of the disease, even though officials have said there is an extremely low likelihood of contracting Ebola unless there is direct and unprotected contact with the bodily fluids of a person who is sick with Ebola.

The National Apartment Association recognizes that both members and residents have concerns over how apartment communities are dealing with it and in an effort to provide you with some guidance and information you should know to be prepared, we have compiled the following material from official sources.

It is important to recognize that NAA, its affiliates and individual members are not health care professionals.

The CDC and other qualified health officials should continue to be the main source of the most-current information and guidance. However, we are comfortable sharing some general precautionary guidance from officials, and also adding some common-sense guidelines for our industry in the interest of promoting a proper amount of caution at this time.

We are staying on top of this developing situation. We are continuing to try to obtain very specific guidance unique to our industry from health officials and will also continue to monitor and update our website www.naahq.org with new information, as it becomes available.

CHECKLIST OF ACTION ITEMS:

1

When you learn a resident has been diagnosed with Ebola (or any infectious disease), do not direct janitorial or maintenance staff to the apartment. Immediately notify the local health department for guidance regarding appropriate measures to be taken by maintenance staff.

2 34

If you find you are involved in an Ebola case with a resident, please contact NAA’s Vice President of

The Key www.aago.org

Communications and Marketing Becky Sullivan at becky@ naahq.org for further guidance.

3

Remain mindful that health concerns are not a reason to violate fair housing laws. If you have any concerns, contact your local health officials.

4

If you receive media calls, we recommend referring them to local health officials and the CDC, who are better qualified to answer their questions at this time.

• Make sure your office has the proper contact information of the local health authority and/or the best CDC resources, to direct inquiries from local stakeholders.

• We recommend a statement such as: “We appreciate your call. It is wise for everyone to stay safe and to remain current with the most-recent guidance provided by health officials. That is why we ask that you direct your question to [LOCAL HEALTH OFFICIAL] or the CDC, who are on top of this situation.”

• In an effort to better service our members, NAA would like to monitor media coverage. Please contact NAA’s Vice President of Communications and Marketing Becky Sullivan at becky@naahq.org if you get any inquiries.

For any other issues notify your local health officials and contact NAA.

CURRENT CDC GUIDANCE ON COMMON QUESTIONS: 1. Q. If someone in an apartment building is diagnosed with Ebola, will other residents become infected as well?

What are the real risks?

At the present time, the risk appears to be contained to people with direct contact with a symptomatic patient, or that person’s bodily fluids including saliva, mucus, vomit, feces, sweat, tears, breast milk, urine, and semen.

We encourage you to visit the CDC website for updated information and safety precaution tips and we will update our website with any new information as it becomes available to us.

symptoms of Ebola, if a symptomatic patient with Ebola coughs or sneezes on someone, and saliva or mucus come into contact with that person’s eyes, nose or mouth, these fluids may transmit the disease.

2. Q. Is Ebola transmissible through contact with contaminated surfaces like elevator buttons, stair railings and door knobs?

According to the latest information from the CDC, Ebola on dry surfaces such as doorknobs and countertops can survive for several hours. If you have any belief that your apartment has symptomatic people, try to avoid “common touch” areas by using a tissue or handkerchief. Also, wash your hands frequently and have bleach-based hand wipes available.

6. Q. Does bleach kill the virus?

Ebola is killed with hospital-grade disinfectants (such as household bleach). Ebola on dry surfaces such as doorknobs and countertops can survive for several hours; however, virus in body fluids (such as blood) can survive up to several days at room temperature.

3. Q. What guidance should I offer custodial, janitorial and maintenance staff, who sometimes have to clean up vomit or urine?

We echo the public health officials by recommending an abundance of caution on these tasks. Ebola is most commonly transmitted through bodily fluids including saliva, mucus, vomit, feces, sweat, tears, breast milk, urine, and semen. Out of caution they should wear gloves, booties, protective glasses and surgical masks, but please note these are not official CDC guidelines. We encourage you to visit the CDC website for updated information and safety precaution tips and we will provide you with any new information, as it becomes available to us. If you suspect a resident has Ebola, contact your local health officials and the CDC for further guidance before advising staff on clean-up procedures.

4. Q. Is the Ebola virus spread through the air? Can Ebola spread by coughing? By sneezing?

Unlike respiratory illnesses like measles or chickenpox, which can be transmitted by virus particles that remain suspended in the air after an infected person coughs or sneezes, Ebola is transmitted by direct contact with body fluids of a person who has symptoms of Ebola disease.

Although coughing and sneezing are not common

5. Q. What does “direct contact” mean?

Direct contact means that body fluids (saliva, mucus, vomit, feces, sweat, tears, breast milk, urine, and semen) from an infected person (alive or dead) have touched someone’s eyes, nose, or mouth or an open cut, wound, or abrasion.

7. Q. How long does the Ebola virus remain contagious when in contact with an inanimate surface? How long does Ebola live outside the body?

Ebola is killed with hospital-grade disinfectants (such as household bleach). Ebola on dry surfaces such as doorknobs and countertops can survive for several hours; however, virus in body fluids (such as blood) can survive up to several days at room temperature.

8. Q. Is sweat contagious? What about other bodily fluids?

Ebola has been detected in blood and many body fluids.

Body fluids include saliva, mucus, vomit, feces, sweat, tears, breast milk, urine, and semen.

9. Should gyms and fitness centers be closed?

(Dallas health officials answered this question directly) No, regular cleaning that all gyms and fitness centers undergo to prevent other infections and transmissions is more than sufficient.

We will regularly update our website www.naahq.org as new information becomes available.

For the latest guidance from national health officials, please visit: CDC World Health Organization Please also contact your local health department. If your community is in the Dallas area please visit: Dallas County Health and Human Services

november/december 2014

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Submitted by Grace Hill - Sondrah Laden

Making the jump to Community Manager for the first time is certainly an exciting event. The thrill is often quickly followed by the realization that you are responsible for a multi-million dollar asset. This is when nerves and fears can find their way into your thoughts and bring about doubts. But you don’t have to let the nervousness of this new adventure keep you from getting off on the right foot. The best tools you have are preparation and a plan. Let’s take a look at what we think are five great first steps for your first day as Community Manager.

1

Look the part. Whether you’ve been promoted at your current community or are stepping into a new office, it is important that you are neatly and properly dressed for the job. You don’t need to go buy a new wardrobe, but you will however be more confident if you are dressed for success. Do not over do it with an expensive suit, but certainly adhere to dress code and make sure your clothes are clean and pressed; as the chief community representative, residents will appreciate your dressed for business look and the on-site team will be more likely to follow your example.

2

Respect your team. A leader knows it is a team effort that attains the goals and objectives for the community. One of the first actions you should take on day one is genuinely introduce yourself to everyone and take the time to listen to each and every employee equally. Let your team know how excited you are to be working with each of them. Finally, get to know their strengths, interests and what motivates them; this will serve you well in the future.

3

Perform a quick situational analysis. Even though you are new, you’re still the one in charge and in property management that usually means you start off running. So quickly assess the basics – service requests, leasing/availability, renewals, delinquents and property condition. While you won’t be able to fix all problems immediately, it is important to know right off the bat the top challenges that need addressing. Be prepared to call your supervisor for any major issues discovered day one.

4 5

Listen. This is often a hard step for newbie managers. While you’ve earned your spot at the top, you need to understand that it is better to listen than to start off by giving orders for things you want changed. You may have great plans and ideas, but in order to fully understand the situation you need to just listen.

Listen to your team, listen to the residents and listen to the vendors and you’ll be a better leader.

Ask for help. This is another rookie mistake for new managers; trying to solve all the issues on their own. Don’t tackle every trial as you’re the only player on the team. An excellent leader pulls in their best players for the tough calls. Rely on your team to assist and you’ll build a sense of pride and ownership in them for even the roughest challenges.

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The Key www.aago.org

AAGO ONLINE EDUCATION Online training is now available!!!

Online training is now available!!! The Apartment Association of Greater Orlando in partnership with Grace Hill and The Training Factor are proud to provide the highest quality online educational offerings in the industry. These courses offer a unique interactive learning experience aimed at enhancing the quality of work at all levels in our industry.

There are classes that are offered in both English and Spanish.

Gracehill-as an added bonus, 50% of required annual CEC credits may come from these online courses! From site-level to corporate personnel and everyone in between, 24/7 educations is now available to you with the click of a mouse.

The Training Factor offers a comprehensive catalog of classes for Leasing, Management and Maintenance.

Learning has never been so easy! Training is available when YOU want it! 24/7!

AAGO is excited to partner with Multifamily Insiders to bring you Webinar Wednesdays!!!

November/December 2014 november/december

37

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The Key www.aago.org

For leading trends about property management, surf www.powerhour.com

For Your Residents, What Is Best Service? ©

by Ernest F. Oriente, The Coach {Article #222...since 1995} “Best” service, especially in the property management industry, can be deceiving because the needs and expectations of your residents are changing and evolving rapidly. In addition, your residents are comparing your apartment communities to both your competition and to best service with every company, product or service they experience. By reading this article, you will learn the steps for developing a system so your residents can tell you exactly what best service means to them!

Developing resident surveys: Start by gathering the leasing teams at the properties you manage and discuss the current level of resident service being given. Also, ask for any feedback or suggestions they have heard or received from their residents. Next, prepare a resident survey that might include some of the following questions: Tell us about the best service you have ever received while living in any apartment community. Tell us about the best service you have ever received from any company or individual and why this was the best. Tell us how we can improve your living experience with our apartment community. Lastly, ask your leasing teams for suggestions on how these surveys might best be presented to their residents. Many of our property management clients ask their leasing teams to hand deliver these surveys to their residents on Saturday morning for a personalized touch while others give out small prizes to the first 25 survey responses.

Tip From The Coach: Do you want to experience best service? Take a few hours and visit a high-end retail location like Nordstrom, a Ritz-Carlton hotel or Tiffany’s. When visiting these world-class locations, observe how they greet you, the words they select when assisting you, the types and variety of products or services they provide, the colors and fabrics they use and the quality of their brochures and printed materials. As a side note, any employee of a RitzCarlton can fix a guest service problem instantly, for up to $2,000!

Implementing resident surveys: Once you and your leasing teams have received the responses to these resident surveys you can now set your service standards at or above the level of your resident’ expectations. As a next step, summarize the results from these resident surveys and look for any repeated

suggestions or recommendations.

Then, design an action-plan with your leasing teams based on the suggestions they are going to implement over the next 30-60 days. Lastly, have your leasing teams share with their residents a written summary of exactly what they will be doing as a result of these resident surveys. Remember, surveys are a great way to get feedback, but these residents will want to know what your leasing teams are going to do with their responses.

Tip From The Coach: Once this first resident survey has been completed, ask your leasing teams to schedule additional surveys every 90 to 120 days for the next 36 months. These future surveys will allow you and your leasing teams to stay current with the ever-changing needs and requests of your residents. In addition, by having your leasing teams ask for this ongoing feedback their residents will know that service at their apartment communities will continue to evolve as a reflection of their expectations.

Learning from your residents: An additional benefit to implementing surveys will be the great new ideas or services you and your leasing team will learn from your residents’ feedback. Many of the responses to these surveys will include requests to receive something faster, something easier to use, something easier to read/understand or something that is causing a problem or frustration. Take each of these requests and look for ways to easily and inexpensively implement all of them. In addition, look at each of these survey ideas and see if your property management company can earn new income from any of these suggestions. A great example of this concept is the way many apartment communities are adding a fee-based business center where their workat-home residents can access computers, scanners, copy machines and web access.

Tip From The Coach: Remember, make it easy to listen and learn from the residents of the properties you manage because their suggestions and recommendations will uncover great new ideas and a variety of ways to set your apartment communities well ahead of the rest. Are you ready to raise service to a world-class level?

Want to hear more about this important topic or ask some additional questions? Send an E-mail to ernest@powerhour. com and The Coach will E-mail back to you a free invitation to be a participant on a PowerHour conference call.

On this call we will discuss the tips from this article.

November/december november/december2013 2014

39 39

Softening the Blow of Sub-Metering

By Tami Siewruk

L

ike most industry consultants, I’m often asked about water sub-metering. A couple of years ago, the question was usually “should we or shouldn’t we?”

Lately, the most common questions are “how do we do it without driving our residents away?” In my experience, implementing a sub-metering program creates a lot of unique challenges where resident satisfaction is concerned, but the fundamental key to sub-metering success doesn’t start with resident buy-in… it starts with convincing your on site team!

As any experienced manager or trainer will attest, earning team buy-in is an educational process. When it comes to sub-metering, that means educating literally everyone.

Every person on site from Manager to Porter must understand WHY sub-metering is being implemented -- and not just told, “We are going to do this because we have to”. The educational process includes, but is by no means limited to, a complete market study to determine which other communities in your market have already implemented the program and which (if any) are considering doing so – do this for lots of reasons, but use this information to let your team know that they’re not alone, that they’re not being asked to pave the way for some awful new campaign to extort residents, and that lots of communities are doing this because it makes sense not only for the community’s bottom line, but for residents too.

This is a golden opportunity to train your team members to understand that the management company has a financial responsibility to the owner(s) of the community, and that when we say “bottom line” it equates to the fact that we’re all running a business together. It’s easy for an on-site team to become “married” to their community -- and I agree that’s a good thing -- BUT it can keep us from remembering that every apartment community is also a business entity with a moneymaking mission!

What your team needs to know about sub-metering in plain language: • Water is something most people take for granted whether it’s for bathing, dishwashing, laundering, or brushing teeth. But water is a necessary resource that must be conserved. Availability of water in apartment living now and in the future should be everyone’s concern. Water is readily available, but the situation is changing with constant new demands on our water supply.

• Water conservation in apartment homes can help control pollution and diminishing water levels.

• Practicing wise water-use methods in our apartments 40 40

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

will benefit both the residents and our community. Using less groundwater and surface water lessens the need for waste-water disposal and helps improve water quality and the environment.

• A typical resident uses from 50 to 75 gallons of water daily.

• Sub-metering makes great sense as a loss prevention measure. When we pay our residents’ utilities out of their rent, there is tremendous potential for that cost to bite into profit. Sub-metering eliminates that particular risk.

• Sub-metering makes preventive maintenance sense.

When residents are responsible for their own water consumption, they’re far more likely to report potentially damaging leaks and malfunctions.

• Sub-metering helps keep us competitive. When we eliminate utility costs from the profit equation and factor in the benefits of better preventive maintenance, we’re able to stay competitive for a longer period of time without implementing major rental increases.

• Sub-metering is fair to residents. They pay only for what they actually use. No more, no less.

Submeter Strategically Beyond educating our team, the second key to sub-metering success is in how the program is actually implemented.

Of course, this comes with an understanding that no matter what we do, some residents are always going to be unhappy. So, the question is: Do I rush right in and place the whole community on the program at once and get everybody ticked off at the same time? In my experience, no. This creates that old “us versus them” mentality that we work so hard in everything else that we do just to avoid. When a choice is allowed, I recommend that you implement the program upon lease renewal and at move-in. Remember the Boston Tea Party -- there are good and bad ways to achieve a desired result, and forcing everyone to comply with something at once without an option is a surefire way to bring about a rebellion. When you take something that’s not an option, in this case sub-metering, and couch it within an option like signing a lease or renewing, it softens the blow considerably.

What if you can’t wait for renewal time?

Now, if you HAVE to implement the program all at once and can’t wait for renewal time, then brace yourself for

what’s going to come and do everything that you can to lessen the impact. Prepare your team AND prepare your residents... otherwise, you’re in for a world of unhappy residents who are going to let loose on your team and you might as well just sit back and watch retention and employee morale unravel before your very eyes. Once you’ve tackled issue one and earned team buy-in, it’s time to get resident buy-in. Do it in your newsletter, send out a memo, call them personally -- whatever it takes. Of course, you’re not going to approach your residents with the same NOI message you gave to your team -- instead, you’re going to start by introducing them to the positives of water conservation and to sub-metering as a personalization of their rental experience. I don’t think I need to convince you of why this pre-education is important -- I’m sure you can imagine well enough what it would be like to have to field all of those disgruntled calls and service requests at once, and maybe have to handle them all within 24-hours, plus the horrible buzz that’s going to be humming outside of your office doors.

Okay, so you know that you have to educate your residents... here are some ideas for HOW. First of all, start as soon as possible before implementation. Lots of communities have successfully implemented “We’re Looking For Drips” campaigns that encourage residents to report leaky faucets, running toilets, etc. It’s a sensible and easy to implement way to pave the way for sub-metering.

Use your newsletter and any other communications medium available to you -- post articles on the bulletin boards and on your community intranet. Every week, send out a new message that relates to water conservation... what are other people doing to save water? What’s the country doing to save water? Did you know that if you leave the water running while you brush your teeth, you waste an average of three gallons? Continue your education efforts for at least THREE MONTHS after implementation. Here are some tools and tips to get your sub-metering program off on the right foot: More Water Saving Facts for Your Awareness Campaign • Fixing leaky faucets and plumbing joints can save 20 gallons per day for every leak stopped!

• Running only full loads in the washer or dishwasher can save 300 to 800 gallons of water per month! Normal dishwasher loads require at least 15 gallons of water, and each load of laundry normally requires about 50 gallons or more of water.

• Shorten your showers! Even a one or two minute reduction can save up to 700 gallons per month.

Unrestricted showerheads run at 5 to 10 gallons a minute, and a five-minute shower uses 25 to 50 gallons of water.

• Use tap water creatively! While you’re waiting for hot water to flow, catch the cold water in a watering can to water household plants!

• Turn off the water while shaving or brushing your teeth!

It can save up to three gallons a day! A normal faucet runs at the rate of 3 to 5 gallons a minute.

• When washing dishes by hand, use the least amount of detergent possible. This minimizes rinse water needed and saves 50 to 150 gallons per month!

• Don’t let the faucet run while you clean vegetables.

Instead, rinse them in a filled sink or pan to save 150 to 250 gallons of water a month.

• Since the earth’s surface is over 70% water, our water supply may seem abundant. The truth is that only 1% of this water is available for human use. 97% is salty, and 3% is fresh, but the majority of earth’s water is frozen at the polar ice caps. The 1% that we use comes from lakes, streams and rivers, or from deep underground aquifers, all of which are finite supplies.

• For the price of a single can of soda — an average 50 cents — many communities deliver up to 1,000 gallons of fresh, clean drinking water to homes.

• Public water suppliers in the US process nearly 34 billion gallons of water per day for domestic and public use.

• The toilet is the biggest household water bandit; the average toilet uses 4 to 7 gallons per flush!

Be prepared – be VERY prepared.

While you’re softening the blow for your residents, remember that you’re just softening... you’re not eliminating the possibility of resident dissent. Get your team prepared, and this goes double for your Maintenance team because as I mentioned earlier, they’re your daily front line of communication with residents. They’re the ones that are going to be presented with the most opportunities to turn your residents’ negative perceptions into a positive one. If they aren’t trained to do so -- and I’m not going to mince words here -- the dialogue is probably going to go something like this, and you know that it will: Resident: “...and on top of this mess, I have to pay for my own water now just so you guys can get more money out of me!”

Service Technician: “Yep, that’s a rotten thing alright.”

Not that your Service Techs would ever deliberately undermine your efforts to maintain a positive relationship with your residents... they just aren’t typically trained to handle a buzzing resident. Wouldn’t it be great if your Service Tech turned to that angry resident and said: “Yes, I understand how that might make you feel, especially right now, but saving water is more important now than most people realize. Besides, since you’re in control now, you only pay for what you actually use instead of getting stuck footing the bill for everyone else who uses more water than you do.”

That almost sounds like a thoughtful personalization, and that’s exactly the idea! Sub-metering IS a thoughtful process! It’s one that should be undertaken with much thought and careful planning. If you think the process through from the perspective of your team members and residents, take every possible opportunity to educate all involved, and then implement with forethought and care, your sub-metering program will be as successful as it can be. You can bet your bottom line on it! november/december 2014

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and careful planning. If you think the process through from the perspective of your team members and residents, take every possible opportunity to educate all involved, and then implement with forethought and care, your sub-metering program will be as successful as it can be. You can bet your bottom line on it!

We’re Looking for Drips!

They waste water, cause damage to your apartment home, and they might even be keeping you awake at night! If you have a drip in your apartment home, we’re here to help! Please complete this card and return it to the leasing office at your earliest convenience. We’ll send one of our expert Service Technicians to make your apartment as drip free as it should be!

I HAVE A DRIP! (Please tell us where – i.e. kitchen sink, upstairs bathroom sink, master bathtub, etc.) ______________________________________________________________________________ _________________________________________________________________________________ HELP! MY TOILET IS RUNNING! (Please tell us which, if applicable) ________________________ _________________________________________________________________________________ A SERVICE TECHNICIAN MAY / MAY NOT ENTER MY HOME WHEN I AM NOT PRESENT. NAME:________________________APT #__________DAYTIME PHONE: _____________________ Please drop this completed card at the leasing center at your earliest convenience. Thanks!

This great bit of comic relief comes to us courtesy of the APT List* where Steve Matre, VP of Asset Management at Benjamin Sherman & Sons in Chicago recently posted: “I was just on a property tour last week of one of our Florida communities which has implemented water & sewer chargebacks over the last two years. My property manager had put together this great Top Twenty list of her favorite comments she has heard from the residents as they pay their water & sewer invoices. Keep in mind as you implement that this is what you need to be ready for: 20.) This is the last dime you’ll ever get from me (said at move-out)!

19.) I don’t even use water!

18.) I drink bottled water!

17.) It’s STILL not fair (several months into the lease).

16.) How do you figure out these charges anyway?

15.) You people are all a bunch of idiots!

14.) You raised my rent twice!

13.) Nobody else charges for water (in Florida, of all places).

12.) I see you have new uniforms. Is that paid for by my water payment??

11.) Where does that money go anyway?

10.) I thought my roommate paid it!

9.) I was abducted by aliens and was not home all month!

8.) I won’t pay and you can’t make me! (they don’t live at our community anymore).

7.) I am always out of town and shouldn’t have to pay.

6.) I already paid it (last month’s bill).

5.) You are going to give me another heart attack by putting these notices on my door!

4.) I was told I did not have to pay!

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3.) You’ve made me pay this ten times this year (said in October, the 10th month).

2.) I thought I could pay every three months!

1.) I forgot! *APT is a free e-mail based discussion forum moderated by Lisa Trosien. To subscribe, address an e-mail message to APT-subscribe@onelist.com, or contact Lisa directly at APT-owner@onelist.com with questions or concerns.

Resources: • http://monolake.org/socalwater/wctips.htm • http://www.water.denver.co.gov/ • http://www.americanwater.com/ • With a little modification the City of Houston, Department of Public Works and Engineering, Water Conservation Branch and Co-Op America provide a Checklist for Water Conservation that would be an excellent addition to your community newsletter. You will find the checklist and many other great tools and resources online at http://frugalliving.about.com/ msubutilwater.htm.

Tami L. Siewruk began leasing apartments more than 20 years ago, and has since held positions up to and including Vice President of Marketing. Now founder and Chief Imagination Officer of the Sales & Marketing Magic Companies, Inc., Tami specializes in solutions that increase occupancy, rents and traffic while reducing resident turnover. For more information on Sales & Marketing Magic’s acclaimed newsletter and product line, Tami’s new book: 101 Secrets of Relationship Leasing, The Brainstorming Sessions™, and more, visit www.

SMMOnline.com or call 800.363.7384.

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

And So It Was...

AGPM

AAGO’s annual Business Exchange for 2014, according to many of the attendees, was “the best one yet”. We would like to thank all of the exhibiting Management Companies for their time and their support of AAGO. There were fabulous bargains to be had at the Auction like a stainless steel grill, Coach Purse, fit bit, man’s Seiko watch and much much more. The bidding was hot and heavy when the auction of the management companies began and this year all proceeds from the management auction was donated to the AAGO Foundation.

Concord Management Limited

Epoch Management

u Winning Bidder JMG Realty, Inc.

MAA

PRG

p U.S. Congressman John Mica, District 7 44

The Key www.aago.org

p Melvin Sosa Receives his CAMT

Robbins Property Management

Bainbridge

Cambridge Management

Contravest

CPS

Fairfield Residential

Greystar and Friends

Klein Company, The

Landmark

Matrix

National Property Management

Richman Property Services

Riverstone Residential

Royal American Management

UDR november/december 2014

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And So It Was... ’S ’S TH TH AAGO AAGO AAGO 6TH’SANNUAL 6 6ANNUAL ANNUAL

Our 6th annual Lease A Palooza took place on Sept 18 and this was the biggest and best yet!

We brought back crowd favorite Lisa Trosien and new to the event, Don Sanders! Attendees enjoyed our Hollywood Glam theme in our new venue and took home tons of new ideas and marketing tips and tricks! A few of the most popular items of the day was “Jump! Shake! And Perculate! And the KARDASHIAN game.

Special thank you to our presenting sponsors - 407 Apartments, Indatus and Greater Orlando Apartment Guide.

And thanks to our event sponsors Apartment Finder, Gracehill and For Rent.

Mark your calendars now for Thursday, September 17, 2015 for Lease-A-Palooza VII!!

Our theme is the 80’s!!!

p Presenting Sponsor: Greater Orlando Apartment Guide

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p Presenting Sponsor: Indatus

p Lisa Troisien And Don Sanders

p Presenting Sponsor: 407Apartments

p Apartment Finder

u Shanovia and Tim

q Rock Management

p Bainbridge

p Costume Contest

p Grace Hill

p Prg Management

p Greater Orlando Apartment Guide november/december 2014

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And So It Was...

AAGO’s

AAGO Live Event A good time was had by all at the last AAGO Live event of 2014! Liam Fitzpatricks in Lake Mary provided the background for an excellent evening in the company of good fun and good friends. Don’t miss the good times in 2015, join us!

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And So It Was...

September AAGO’s

Dinner Meeting Our panel of experts were engaging and informative as they shared tips and techniques for Protecting Your Online Reputation. And WOW, look at all the NAA Designates who received their NALP, CAM and CAPS Designations‌

p Our Illustrious Panel, Maria Filippone, Dana Pate and Nicole Salmieri with Moderator Sasha Samsudean

Way to Go Designates, congratulations! q Cam Designate Jeanette Moya

q Rachelle Hundley Receives Her Caps p Ashley Land And Anthony Salinas Receives Their Nalp

p Cam Designate Nikki Cannatelli

p Cam Designate Brandi Cole

u Natalie Gretzinger Winner Of The 50/50

november/december 2014

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Apartment Association of Greater Orlando 340 N. MAITLAND AVENUE MAITLAND, FLORIDA 32751

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