Page 1

MARCH APRIL 2010

Tough Economic Times?

Take Action to “Winning the Game” In This Issue: Multi-Housing Recycling


INSIGHT

MARCH APRIL 2010

News & Updates 4 President’s Message 5 Vegas Insight Occupancy Trends 8 Tenant Screening: The Key to a Profitable

Southern Nevada Multi-Housing Association 2775 South Rainbow Boulevard, Suite #101-C, Las Vegas, NV 89146 T: 702-436-7662 • F: 702-446-8445 Email: snma@snmaonline.org • Web Site: snmaonline.org Executive Director: Michael Fazio, mfazio@snmaonline.org Executive Assistant: Aysha Park, apark@snmaonline.org

Investment 5 Free Ways to Boost Resident Satisfaction and Retention Rates SNMA Education Series Classes

9 

11 20 Spotlight on Platinum Sponsor:

Western Risk Insurance Rental Application Trends: 3 Things to Watch For In 2010

21 

WHO WE ARE The Southern Nevada Multi-Housing Association (SNMA) is a nonprofit organization that provides the local multi-housing industry with legislative support, education and community outreach to benefit our membership and the community. The SNMA is devoted to supporting the diversity, integrity and ever-changing environment of the multifamily industry. We are devoted to you.

25 2010 SNMA Events Calendar Feature Articles 6 W  hile Marketing In Tough Economic Times - Take

WHY WE EXIST

Action! “Winning the Game”

2 Legal Section: Did You Know? 1 14 Multi-Housing Recycling: 5 F.R.E.S.H. Steps to Success 16 Maintenance Corner 18 SNMA Sizzling Stars 22 Increasing Performance In A Challenging Economy

The Southern Nevada Multi-Housing Association exists to support the multi-housing industry and its professionals with proactive legislative efforts, by promoting career development through education and by offering entertaining social opportunities. The SNMA also strives to promote the highest level of professionalism with established standards and practices throughout every segment of the multi-family industry, including management, marketing, maintenance and suppliers. Bottom line… we exist for you, because of you.

SNMA 2010 Board of Directors President Bret Holmes....................... 702.699.9261 Advanced Management Group

Director Francie Stocking................ 702.368.4217 Western Risk Insurance

President Elect Paula Lane.......................... 702.362.6444 Pinnacle AMS West

Director Maria Avellana................... 702.227.0444 Stout Management Company

Past President Amanda Hahn.................... 702.671.6000 Signature Management

Director Martin Estrada.................... 702.336.7877 Fairfield Properties

Vice President Debra Peterson.................. 702.255.3700 For Rent Media Solutions

Director Misty Justice....................... 702.798.8955 Alliance Residential

Treasurer Doug Sartain...................... 702.873.5995 Certified Fire Protection

Director Rhonda Sikes...................... 702.438.7678 Avion at Sunrise Mountain

Secretary Barbara Kirk........................ 702.436.2048 Camden Property Trust

Director Robert Groucutt................. 702.895.8887 Sherwin Williams

Director Christopher A. Karsaz, ESQ... 702.952.9227 Karsaz & Associates

Director Steven Olmos..................... 702.459.3192 Silver Lands, Inc.

Director Christopher Hinojos.......... 702.939.1494 Apartment Guide

Director Teresa Jackson................... 702.873.5995 Certified Fire Protection

Director Dana Murrah...................... 702.395.1523 AMC

Property Alternate Laura Parada...................... 702.476.8997 Greystar

Director Deborah O’Keefe.............. 702.436.9293 The Prime Group

Vendor Alternate Chandra Vail....................... 702.798.4511 Apartment Finder

Platinum Sponsors: Certified Fire Protection Western Risk Insurance Sherwin Williams Paint and Floorcovering Cox Communications

SNMA welcomes our newest members! Stonegate Apartments The Venue Roy D. Becker Allanza at The Lakes Diamond Vista Homes Rancho Vista Apartments Wynn Palm Apartments The Boulders at Lone Mountain The Reserve at Arrow Canyon Rose Garden Townhouses

NEW MEMBERS VENDORS Clear A & B Printing & Mailing Environmental Fire Protection Terminix Commercial Mohawk Industries

Director Donna Gill.......................... 702.362.6444 Pinnacle AMS West

www.snmaonline.org

Silver Lands, Inc. Quality Towing Apartments.com Fire-N-Ice Heating & Air Conditioning

3

Property Property IROC Property Property Property Property Property Property Property Vendor Vendor Vendor Vendor Vendor


MARCH APRIL 2010

President’s Message By Bret Holmes

Aparment Insight Committee: Brandi Cooley Committee Chair/Editor Michael Fazio Front Cover Art Maria Avellana Board Representative Photos courtesy of Michael Fazio (SNMA) For Advertising Information, Contact:

Dani Gorden 509.301.4858 dani@newslinkpps.com

Apartment Insight is published by the Southern Nevada Multi-Housing Association. Apartment Insight is the official trade publication of the Southern Nevada Multi-Housing Association, a professional association of multi-housing professionals and industry partners. The materials contained in this publication are general in nature; the applicability to one’s particular situation should be reviewed with a professional who has all the facts pertaining to the situation being considered. The publisher disclaims any liability for published articles. Advertising Policy: Southern Nevada Multi-Housing Association accepts no responsibility for unsolicited materials. Advertisements contained in this magazine do not constitute endorsement. With the exception of those products and services directly under the control and supervision of SNMA, it is the policy of the SNMA, its officers and Board of Directors, not to endorse any products or services.

We have added some new features, which will not only add value to this wonderful publication but ensure you are getting the best content possible each issue.

T Pa

he S N M A A pa r t ment I n sig ht committee decided to add the following features:

• V e g a s I n s i g h t – T h i s f e a t u r e highlights Occupancy and Rent Trends at a glance. Owners will appreciate this information along with potential bu yer s , a s t he y ge t a g l i mp s e of potential opportunities and strengths. In the future we hope to add more detail to these charts. •S  NMA Sizzling Stars – The SNMA wa nt s to spot l ig ht t he wonder f u l employees who serve in our industry. This new feature allows one property, one maintenance and one corporate employee to be recognized for the incredible job they do, day in and day out. We will pose three questions to our Sizzling candidates and choose the best one in each category. We will be looking towards you for candidates, so send them to Brandi Cooley (brandi@

4

rwselby.com). Brandi is the Apartment Insight Committee Chair. •L  egal Section: “Did You Know?” Fact – EVERYONE wants to ensure they are legally doing the right thing on their sites. We have a call to action for anyone who wants to supply the SNMA with a “Did You Know?” Fact. Every month we will feature a pressing issue which continually comes up in conversation at the SNMA. Remember, we always recommend legal advice regardless of the circumstances and encourage you to utilize one of our many SNMA members who specialize in these services. This issue is packed with great articles, information and the NEW features listed above. If you have any ideas which can make this publication even better, e-mail me at bholmes@amgnevada.com. We are always looking to improve this magazine to better your knowledge and business in Las Vegas. Enjoy this issue!!!

www.snmaonline.org


MARCH APRIL 2010

www.snmaonline.org

5


MARCH APRIL 2010

While marketing in tough economic times - Take Action!

“Winning the Game” By Deborah O’Keefe, Regional Director of Marketing and Training, The Prime Group

With vacancy rates at one of the highest levels in 22 years, “how to survive” is at the forefront of everyone’s mind.

F

inding the answers to what works NOW has seasoned professionals in the multi-family housing industry working harder than ever to find and keep the customer. But the question is what are companies doing proactively to adjust and change the way they do business in order to capture and keep their customer? Reactive tactics lead to a black hole of lost revenue and no sense of control. A broker recently told me that the current market condition will change the way we do business in our industry forever. And while 70% of industry leaders polled about this do not agree on the “forever” part of that, they do agree that we must look at new ways to stay ahead of the curve and be prepared with a plan to make up for the tremendous dip in revenue growth.

“Focus and Attention to every last detail as well as customer service has proven to be successful for us,” stated Kris Bloom, Senior Vice President of Operations for Prime Group, who currently oversees the Las Vegas, Denver and Reno markets. “The reality of most markets everywhere, allowed myself and my Team to re-think our renovation and rent acceleration approach that all of us in the industry were focused on. We stopped the rehab process quickly during second quarter of 2008, and shifted our focus and attention to maintaining a solid renewal approach as well as a stronger occupancy push. Renewals have been the hot button for us since the second quarter of 2008 when we saw this economy starting to change.” From redirecting renovations, which were reliable ways to increase value and add to

6

the bottom line, to seemingly unlimited marketing dollars promoting newly built communities geared to a savvy customer looking for it all, both competed well with the condo-conversion crazed market. Those that had the foresight to see what was headed our way, acted quickly to find ways to cut spending and refocus on the basics of customer service and offering a solid product to the consumer. Initially before the big turn, many became optimistic that the number of people foreclosing on homes would help drive people into our communities. We prepared ourselves to be ready for the increased number of prospects and predicted that we could potentially bounce back from the shadow market that had been affecting many communities during the condoconversion craze (despite claims by a few that the “shadow” market actually existed.) In turn, the economic downturn created more disaster with job loss and over half of the foreclosures turned out to be from investors who were renting out their homes, and those who had foreclosed on their primary home would not meet www.snmaonline.org


MARCH APRIL 2010 When asked how his teams have proactively managed through the tough times, Kris Bloom also stated, “I think we were a little quicker to the reality before the world was really acknowledging it or before others saw it coming in the industry, not to say others weren’t ahead of us as well; but that really allowed our core focus shift to gain some momentum in the turbulent economic times. This approach has proven to be very beneficial to us in this downward cycle of rent compression, higher concessions and turnover that we continue to experience here in Las Vegas and in our other markets as well.”

the qualifying criteria to move into our communities; as well as many who simply moved out of town. The woes of this economic turn have hit our industry, but it doesn’t have to break us. We have survived this many times in the past, and we can survive it again-if we plan our way through it. While there are no magic answers, there are steps ever y company can take to prepare for and conquer even in these tough times. But, prosperity is more than dollars-its sense! We cannot have apathy toward our customers, our employees or how we do our job.

Recently while browsing around the library for books to help motivate my teams to take action, an interesting title caught my eye. “Kaizen: The key to Japan’s Competitive Success” by Masaaki Imai. I have an interest in catchy words and phrases and remembered this phrase “Kaizen” from something I read years ago. It was a Japanese term used by General MacArthur that means “making small continuous improvements”. MacArthur’s occupation forces took it to Japan after WWII to rebuild the devastated country.

l The first place to start is the first line of business developmentyour employees. l I advise my teams: be smart, be thrifty, and don’t panic. l Remember that marketing is muscle, not fat, so be careful about cutting it.

The cycle of Kaizen activity includes:

lDon’t lose focus and make sure you have a clear plan of action in place.

P –Plan

l Make sure your people keep their eye on the goal.

C –Check

A -Act

The theory is to prepare a strategy, put it into action, check it and act on what is working or not working. To accomplish positive results, we must make sure our employees know what is important to the company in order to improve performance, revenue growth and goals.

lEmployees must be informed, involved and focus on the customer. Bret Holmes, President of Advanced Management Group and current President of SNMA said, “Keeping employees focused on the same goal is the key to a successful property. Whether their individual responsibility is occupancy, revenue or expense control, it is important to keep them pointed in the same direction as a team. That will ensure continued success and results for their property as well as themselves.”

The 5 key elements of Kaizen make sense to promote to your team and strategize for success: l Teamwork l Personal discipline

You may not have the budget or management buy-in for a new campaign, but making 10, 20 or 100 easy little changes to existing marketing campaigns and initiatives can dramatically improve their message and response rates. Some actions that will give steadfast results during tough times:

l Improved moral l Quality circles l Suggestions for improvement Get them involved in the process and the results will be there.

l Edit copy on your website(s) so it motivates visitors to take action.

Great change is made through even small steps and in the tough times, small steps may be all you have. But those small changes have very large impact. The goal is to make a plan and take action with your teams. Think ahead and stay consistent. This economic crisis has hurt many people in our community and our goal is to provide housing for as many individuals and their families as we can, while also maintaining stability for our business owners who employ us. It is time to take ACTION!

lFollow up with your prospects and residents-and thank them for their business! lTraining your teams and giving them the tools to go the extra mile in customer service. lStaying focused on keeping the residents you have And DON’T discount! We all know at best -a short-term solution. And in reality it is a step forward with two steps back for a single property and our industry. A focus on the basics and pricing units competitively, but wisely to meet the needs of the consumer, will help the market stay competitive but eliminate the real loss that occurs with “specials” for everyone. The more experienced professionals in this industr y understand thoroughly the destructive results from ridiculous specials. I assure you they are not necessary if you give your teams the right tools to succeed.

www.snmaonline.org

D –Do

Article submitted by Deborah O’ Keefe, Regional Marketing and Training Director for The Prime Group With over 16 years in Property Management, Deborah O’Keefe joined Prime Group in July 2007, first as a Regional Asset Manager, and now as the Director of Marketing and Training for the 20,000+ Multi-family unit company, covering 6 states. In her role she oversees training on all levels of sales to Fair Housing and Sexual Harassment, as well as implementing marketing ideas companywide. Her passion is supporting and educating the multi-family industry to ensure successful results for ownership, as well as career growth for all associates.

7


MARCH APRIL 2010 Choosing the right company to verify an applicant’s worthiness is imperative to the success of a landlord. Here are some factors to consider when selecting a tenant screening company: lD  o e s t he c omp a n y pr o v id e l i v e customer service and are customer service representatives knowledgeable about tenant issues? l I s criminal history conducted by a data base, in-court same-day searches or both?

Tenant Screening: The Key to a Profitable Investment

A

t least once or twice a year, la nd lord s a nd apa r t ment ow ner s a r e r em i nde d of t he h ig h c o s t of a l it t le exaggeration, a material omission, or an outright lie on a rental application and how a tangled web concerning one’s background can lead to a catastrophe. A credible background check by a reputable could be the most important decision a landlord can make during the entire applicant screening process. Consider the case of an apartment owner who, in the state of Utah, didn’t bother to conduct a criminal history on an applicant because, as the owner stated afterward, “he looked so nice and his credit was impeccable.” Three months later, the new tenant was cited by the police for operating a clandestine laboratory (meth lab) which was his third offense in as many years. The cost of clean up to the owner was over $8,000.00.

Or how about t he ow ner of a 300 unit apartment complex in the state of Washington who chose to rent to single male applicant and neglected to run a 50-state sexual registry check. The result was not only tragic, but costly. The tenant was a sex offender from another state and committed a serious crime against another

tenant. The liability of that offense was squarely upon the owner. The law is simple: “if you could have known it, you should have known it.” Most of the negligent tenancy lawsuits are handled out of court. However, the result is usually extremely expensive and can cost a landlord his entire investment. Many landlords have made the mistake of relying on personal references, and in some cases, even a simple talk on the phone to determine whether a person would be a good tenant or not. Some landlords never take into consideration such things as debt to income ratios, employment verification, criminal history, social security verification and more. In these cases those results can be disastrous. Ten years ago, an applicant for an apartment would be evaluated on one criterion: credit worthiness. Today, the pendulum has moved more to other activities such as eviction records, criminal behavior and work history since most people’s credit nowadays is poor. Because of this phenomenon, many prospective tenants attempt to mislead landlords and lie on applications in order to be approved for tenancy. Given the alarming levels to which applicants attempt to mislead, there is a constant reminder to landlords that it is critical to verify that information is correct.

8

l I s t h e c omp a n y F C R A ( Fe d e r a l Credit Reporting Agency) compliant? (i.e. do e s t he c ompa ny not on ly understand the laws, but also adhere to credit regulations) l D oes the company provide on-going t r a i n i n g a nd i n f o r m at io n w h e n changes in court or credit procedures change? Obviously, there are a number of other issues to consider when deciding on a background screening company, and the previous suggestions are provided as a starting point. However, the most important decision a landlord needs to make is to secure that each and every applicant is evaluated with a thorough search conducted by a reputable screening company. This decision alone will save a landlord thousands of dollars down the road and hopefully, provide a more profitable investment.

Did you know??? The Southern Nevada MultiHousing Association can screen your tenants for you. Powered by Western Reporting, the SNMA can help you reduce your turnover by allowing a low-cost solution for tenant screening. To understand more visit www.snmaonline.org or call 1.800.466.1996. Article submitted by Brian Mower, President of Western Reporting, Inc. Western Repor ting, Inc. is a full-ser vice background screening company offering a wide array of services catering specifically to the employment and property management industries. Starting out in 1995, as a Credit Reporting Agency, Western Reporting has evolved through the years subsequent to its inception to become one of the largest and most respected background screening companies in the country. Service is primary and foremost the central objective of the company and services thousands of clients (small to large) on all facets of employment and tenant screening needs.

www.snmaonline.org


MARCH APRIL 2010

5

Free Ways

Y

to Boost Resident Satisfaction and Retention Rates

ou don’t have to spend a lot to make a big impression with your new residents. In fact, here are five simple but effective ways to start building lasting tenant relationships that won’t cost you a dime:

 Ease the Pain of the Moving Process. Show your new residents you genuinely care about them. Start by offering them www.snmaonline.org

sets the tone for the other 364 days leading up to a potential lease renewal, so start on the right foot by making sure the apartment is in the condition you would want to see if it was your new home. Call or stop by the day after the move to see how it went, and ask if the resident needs anything from you. While these gestures may seem small to you, they’ll mean a lot to your new tenants, and will help foster a positive, caring image for your property – the type that makes residents more apt to stay longer.

 Keep the apartment community a moving checklist that can help them stay organized through this stressful event. Be sure to include important i n for mat ion, such a s you r rent a l office, maintenance, and after-hours emergency numbers. Before moving day, take one final walk through the apartment to ensure all appliances work properly, and that the property looks clean and inviting. Moving day

9

clean. Residents want to be proud of

where they live. They don’t want to see trash when they return home after a long day at work, or be embarrassed when they have company. Simply put, a clean property that’s free of debris makes a difference in how residents feel about their complex. And, don’t forget to post friendly reminders to residents who are not keeping their


MARCH APRIL 2010 balconies neat. After all, it’s hard for your residents to enjoy their morning coffee on their balcony while having to look at their neighbor’s junk.

By employing these five simple tips, you can increase resident satisfaction and retention rates, and watch your costs drop while your profits grow.

 Return calls and e-mails the same day. Did you know that a lack of responsiveness is a big reason residents choose not to renew? Waiting endlessly to hear back from the apartment manager is a sticking point with many residents; prompt and effective communications can be the deciding factor between staying put and leaving a complex. Fortunately, you can easily handle this problem by routing voicemails and emails to a designated folder in your inbox, and setting a time each day

Justin Henson is the Director of Business Development for Resident Rewards (www.residentreward.com), a free, leading national tenant attraction and retention program. Contact Justin at jhenson@residentreward.com or (866)798-4450 (ext. 704) to learn more about these tips, or to discover other ways to increase resident retention rates.

Just call your residents and let them know you’re working on resolving their issues. By taking such action, your residents understand they’re not being ignored – which can help stem any frustration they may be feeling.

to return the messages. If you’re waiting to hear from a staff member to see when they can address a specific problem, that’s fine. But, just call your residents and let them know you’re working on resolving their issues. By taking such action, your residents understand they’re not being ignored – which can help stem any frustration they may be feeling.

 Be nice to guests.

Residents that love where they live have friends. That means potential new residents are stopping by your property every day, so it’s important to capitalize on this opportunity. Don’t force guests to park blocks away or prevent them from parking overnight, which creates an unfavorable impression of your complex. Instead, provide a couple of daily guest passes for your residents to use when they have friends over. Just have your tenants send you a request email a day or two ahead of time. Use a template email so you can quickly type the necessary information and promptly email the permit to your resident. It’s an easy and effective way for your complex to be seen as tenant-friendly, and it also supplies you with qualified leads by capturing the guests’ information for follow-up calls and lease incentives.

 Call to say hello.

Keep the lines of communication open. Residents often report the only times they hear from the leasing agent is when they sign the lease and when renewal is fast approaching. This leaves a large block of time where there is a void of communication. Periodically touching base with your residents during this time develops goodwill, and provides an opportunity to address any small problems now that could fester into bigger ones months down the road.

10

www.snmaonline.org


MARCH APRIL 2010

SNMA Education Series Classes* “Shortchange your education now and you may be short of change the rest of your life.” March 19, 2010

August 25, 2010 FREE CLASS

SNMA Legal Series: Premises Liability Speaker: Christopher A. Karsaz of Karsaz & Associates

SNMA Appreciation Series: Understanding Bio-Hazards Speaker and Sponsor: Ian Simon; Odor Masters

March 24, 2010 FREE CLASS SNMA Appreciation Series: Saving Thousands on Your Parking Lot Maintenance Speaker and Sponsor: Sunland Asphalt

April 9, 2010 SNMA Property Management Series: Increasing Productivity through Leadership Speaker: To Be Announced

September 15, 2010 FREE CLASS SNMA Appreciation Series: Fire Safety, OSHA and You Speaker and Sponsor: Certified Fire Protection

September 29, 2010 FREE CLASS SNMA Appreciation Series: Paint Basics - Getting the Best Value Speaker and Sponsor: Dunn Edwards

October 15, 2010 SNMA Legal Series: Truly Understanding Evictions Speaker: Christopher A. Karsaz of Karsaz & Associates

April 27, 2010 FREE CLASS SNMA Property Management Series: Fair Housing Speaker and Sponsor: Nadeen Green; For Rent Media Solutions

May 19, 2010 FREE CLASS SNMA Appreciation Series: How to Get the Most Out of Your Paint & Floor Covering Speaker and Sponsor: Sherwin Williams

CLASS PRICING

June 11, 2010

Individual Class Cost $35 members / $70 non-members

SNMA Property Management Series: Property Management Tips To Live By Speaker: To Be Announced

SNMA Leasing Series: Same pricing as individual class cost

June 22, 2010 FREE CLASS

SNMA Legal Series: $60 members (2 classes) / $120 non-members (2 classes)

SNMA Appreciation Series: Understanding Risk Management Speaker and Sponsor: Western Risk Insurance

SNMA Property Management Series: $115 members (4 classes) / $230 non-members (4 classes)

July 23, 2010 SNMA Leasing Series: Leasing Boot Camp Speaker: Paula Lane

Note: Any SNMA Appreciation Series or FREE classes offered would be FREE for members and $25 for non-members

August 13, 2010

* CLASSES SUBJECT TO CHANGE

SNMA Property Management Series: Walking the Line - Human Resources Best Practices Speaker: To Be Announced

www.snmaonline.org

11

FOR CLASS TIMES AND LOCATIONS VISIT WWW.SNMAONLINE.ORG


MARCH APRIL 2010

Legal Section:

D

Did You Know?

By Penny Irvin & Barbara Keyl, ESQ., Karsaz & Associates, APC

ue to the horrible economic times, residents have sometimes claimed that they have placed their rent payment into the property’s night drop box, yet property managers never receive their check. Do these residents have a legal defense in a hearing for Summary Eviction? Judges may find that residents have a strong legal defense to the Summary Eviction and deny the property’s request for the following reasons: 1. the lease agreement provides the residents the option of paying rent by using the drop box; 2. there may be sufficient evidence to support the residents’ allegations that they did place their payments into the drop box; and 3. the property managers could not provide documentation proving that the Residents did not drop off their check in the night drop box. What can Property Managers do to protect themselves? Property Mangers should find ways to secure the drop payments, for example, by installing a video camera that visibly records the residents dropping off the payments which can then be shown in court. The alternative solution may be to remove the option of drop payments in the lease agreements (please contact an attorney to determine whether this is a viable option).

I

n today’s horrible economy, tenants may be f iling for Bankruptcy protection under Chapters 7, 11, or 13. If a tenant files under Chapter 7, currently the most common form of Bankruptcy filing, the case is a liquidation proceeding in which the debtor’s assets are sold to pay off a portion of the debt, while rest of the debt is discharged. The main purpose is to provide the debtor a new start. If a tenant files under Chapter 11, the tenant may continue conducting business or continue in possession of property as a fiduciary, but there is a reorganization of how creditors will be paid, either in whole or in part by the tenant. Under Chapter 13, the tenant’s debts will be repaid in installment plan to creditors using future earnings over three to five years.

How does t his af fect creditors? If a tenant f iles for Bankruptcy protection, there is an automatic stay on litigation which bars creditors from collecting debts without the permission of the Bankruptcy Court. This provides immediate protection for the tenant from eviction proceedings. However, a landlord can file a motion to lift the stay with the Bankruptcy Court, which is generally granted.

If you have further inquiries, please feel free to email: info@karsaz-law.com.

12

www.snmaonline.org


MARCH APRIL 2010

When You Think Commercial Property, Think...

Now Serving the Southwest: Nevada • Arizona • California • Utah

Apartment • Condo-Conversions • Builders Risk • Workers Compensation • Fidelity • Local Claim Service

CompetitivePricingandSame-dayQuotesAvailable To review your current policy coverage call us today 866-604-3800 or email: youragent@westernrisk.com 3140S.RainbowBlvd.,Suite400•LasVegas,NV89146 (702)368-4217•(702)368-4129fax•www.westernrisk.com www.snmaonline.org

13


MARCH APRIL 2010

Multi-Housing Recycling:

5 F.R.E.S.H. Steps to Success By Michael Fazio

R

ecycling and recycling programs have advanced in the last decade from a excellent idea to, in many cases, a regulatory requirement. Institutional and commercial facilities now regularly collect and recycle electronic waste (like cell phones), fluorescent lamps and batteries, in addition to long-time staples of recycling, paper, cardboard, aluminum and plastic. Regardless of the items to recycle property managers can help their property, and potentially their bottom line, by regularly revisiting programs for handling recyclable materials. Does your property or property management company have a recycling program? If not, potentially delivering recycling benefits means paying close attention to key tactics and a line of attack for efficiently and cost-effectively managing a recycling program. Below are 5 F.R.E.S.H. (Feasible, Realistic, Explained, Selected, Hurdles) steps to recycling success.

 Review Feasibility Are your potential recycling efforts capable of being accomplished or brought about? Programs should collect items that are easy to recycle. The largest expenses in recycling efforts often are labor costs (normally your maintenance team’s time). Here is an example of a “simple” recycling program, the Southern Nevada Multi-Housing Association (SNMA) has teamed up with EnviroInks.com and has begun collecting inkjet printer cartridges. It’s simple, SNMA asks that all properties SAVE and BRING their empty inkjet cartridges to its 2010 events so they can recycle them for you. In return the SNMA will get credit for recycling the cartridges and PURCHASE its own ink with the credits. Your property can do something that is similar. Remember, every little bit counts and helps reduce your property’s carbon footprint. These types of commodities can generate revenue with little or no effort.

14

www.snmaonline.org


MARCH APRIL 2010

 Set Realistic Goals Do not bite off more than you can chew. For instance, programs should start SIMPLE by focusing on products that are easier to collect and represent a significant diversion from the waste stream. If a property manager analyzes the trash flow and determines that 50 percent of the waste stream consists of paper and only 5 percent is polystyrene, start by recycling the paper. Several college campuses learned this lesson the hard way. They started recycling batteries, such as those from cell phones and cordless power tools, but they eventually stopped because batteries represented a small portion of the waste stream. The need to recycle paper products often overshadowed collecting the additional items. At the start, property managers should plan to recycle the maximum amount of a product generated at a facility that requires minimum effort. A classic example of this is waste paper generated at printing plants. Concentrate on the off-cuts of waste paper that cannot be reused, rather than on a lesser item.

to search the market area for reputable companies that can handle recycled products. Selected companies should be professional and offer a fair market value for the product based upon the way the facility prepares it. If a facility packages or bales the product as required with minimal contamination, then the price should be higher than the price paid for loose or unsorted products. Property managers also should check the price received for end products. Competition is very healthy, so request price quotes from several recycling companies in the area and compare that price. Take into consideration the amount of preparation each company expects to accept the product. Is it multifaceted? Or is it simple? In order to survive future economics of the marketplace, properties will be required to recycle more. The best time to start is now. Develop a strategy which over the next 10 years or so will minimize material disposed of into the landfill. There is no doubt most materials facilities and properties discard today will have to be, unfortunately, recycled tomorrow.

 Educate, Educate Some More and Then Re-Educate

Simply put, education is the MOST difficult part of trying to recycle on your property … PERIOD!!! Most property managers, regional managers and owner’s state residents, regardless of education, will comingle true waste with recyclables. This makes it more difficult to begin a successful recycling program. For the most part these property managers and owners could be right, but if everyone had that mindset then NOTHING would get accomplished, ever. Education has to also start SIMPLE. Distribute an e-mail flyer (we do not suggest flyers to all doors, this does not reduce your carbon footprint) or post some flyers throughout the community describing what you want to accomplish as a property and have the residents help accomplish. You can hold a contest, whoever brings the most printer cartridges gets $25 off next month’s rent or a $25 Starbucks card. Again, every little bit helps … this cannot be stressed enough. You can also hold a class in your clubhouse on a weekend. Purchase some donuts, serve some coffee, talk about reducing everyone’s carbon footprint and BINGO … you are educating residents about your recycling plans for your community.

 Tackle Potential Hurdles With all new programs comes the potential for hurdles. These hurdles, of course, need to be addressed carefully and BEFORE any successful recycling program can being at your community. In general, property managers must be aware that pressure to reduce solid waste will continue to increase. These pressures include escalating costs for disposal, including hauling and environmental fees, landfill bans on certain categories of items and litigation, which might change the definition of an item from acceptable in a landfill to no longer being acceptable, or that might redefine a non-hazardous commodity to a hazardous commodity. Either way recycling is not going away and will eventually become mandatory in southern Nevada. The best way to prepare for it is to begin a small, yet simple recycling program at your property. At first, there may be some resistance, but persistence will pay off in the long run and help us all reduce our carbon footprint.

 Select Recycling Partners Wisely Unlike southern Nevada’s waste collection, there is NO monopoly on choosing a recycling company (for now). Carefully select local companies that collect or purchase recycled products. It is worthwhile

www.snmaonline.org

15

Michael Fazio, the Southern Nevada Multi-Housing Association’s (SNMA) Executive Director, is ensuring the focus of recycling is prevalent throughout 2010 and beyond in southern Nevada’s multi-housing communities. The SNMA believes in recycling and wants to ensure recycling does not, in effect, wind up costing our properties and residents more in the long run. To recycle is to preserve and we should benefit from saving the environment … NOT be penalized for it.


MARCH APRIL 2010

Maintenance Corner Eliminating Leaks Can Save You Money

I

f you have seen a sudden spike in water usage but you haven’t used more water, or if you hear your toilet filling up even though no one has used it, you may have a leak.

Leaks can waste several gallons of water per day. By eliminating leaks you could save up to 10 percent on your water bill – and as much as 11,000 gallons a year. The Southern Nevada Water Authority (SNWA) offers the following tips on finding and eliminating leaks. Remember, locating a leak is a process of elimination.

Locate your water meter: Most water meters are located in the front sidewalk. First, check your water meter for movement. Look at the top of the meter. You’ll notice a small, red triangle called a flow indicator. It’ll move whenever water is passing through it. If your meter doesn’t have a flow indicator, you can use the sweep hand on the register to indicate water loss. If either the flow indicator or the sweep hand is moving, you may have a leak or malfunction.

By eliminating leaks you could save up to 10 percent on your water bill – and as much as 11,000 gallons a year.

Check your toilets: Shut off one toilet at a time at the wall. In between each shutoff, go to the water meter and check your flow indicator. If the flow indicator‘s red triangle is moving, that toilet is not the problem. If flow indicator stopped moving, that toilet is the culprit.

Check your main service line:

Shut off the anti-siphon valve that serves your sprinkler system. Check the f low indicator at the water meter. If it has stopped moving, the sprinkler system is the problem.

First, you need to find your water shutoff valve. This is usually in your front yard near the sewer riser cap, in your garage, or near your water softener unit. Shut off the valve, cutting off all water to your home, and go in the house and turn on a faucet to make sure the water is off. Check the f low indicator triangle at the meter. If the red triangle is moving, the leak is between the shutoff valve and the water meter.

Check your water softener:

Now what?

Most softeners have a bypass lever. Turn the lever to allow water to bypass the softener. Check the f low indicator at the meter. If the red triangle is not moving, you have isolated the leak to your softener. (You also can check for leaking swamp coolers, water-cooled air conditioners and reverse osmosis units by turning the bypass lever on each and checking the meter).

Close the water meter cap and replace the meter box lid. If you are not able to find the leak, call a professional plumber to locate and fix the leak(s). If it’s a simple leak like your toilet flapper or kitchen faucet, you may want to fix the problem yourself.

Check your sprinkler system:

For more information, call the SNWA’s Conservation Helpline at 258-SAVE or visit SNWA.com

16

www.snmaonline.org


MARCH APRIL 2010

www.snmaonline.org

17


MARCH APRIL 2010

SNMA Sizzling Stars Maintenance Sizzling Star

communicate with them everyday make it a point to remind that I am here for support and to provide alternative solutions for any maintenance issue we come across.

Name: Larry Pilar Company: Stout Management Company

What do you find most rewarding in your job?

Position: Regional Maintenance Supervisor Years: 10 years

What challenges do you currently face in your position and how have you overcome them? With the current economy and cash f low issues at some properties, it is hard to keep the staff motivated and focused. I

Property Sizzling Star

The best aspect about my job is seeing that our properties are performing well. Because I oversee 8 properties with each having its own set of issues, seeing not only my staff motivated but also hearing positive feedback from residents I come in contact with.

What is your favorite movie and why? “Old Yeller”, it’s just an all-time classic!

my community is a team effort and my success is because I have a talented team that makes me look good every day!

Name: Troy Perkins

It’s important to give everyone expectations by letting them know exactly what you need and then follow up and make sure those expectations are being met. Set goals and do your best to achieve your business and personal goals. I truly believe a goal that’s not written down is nothing but a wish. Were just leasing apartments not doing rocket science … LOL

Company: Pinnacle AMS West Property: The Boulders at Lone Mountain Position: Community Manager Years: 17 years; 20 years in Property Management

What do you find most rewarding in your job? What challenges do you currently face in your position and how have you overcome them? Great question, I think in today’s market we have to work harder for less pay, harder to get rentals and harder to keep up with resident demands. With that being said the best way to overcome anything is to go back to the basics and give not just great customer service but FANTASTIC customer service. Whether my community is 85% occupied or 95% occupied it’s important to be consistent in everything I do. I also recognize that the success of

I love that every day I have opportunities to be active in life changing decisions both “good and bad” in people’s lives. You come in contact with people for a reason and I love listening to people’s life stories.

What is your favorite movie and why? Ok ... don’t laugh “Pretty Woman”. I think it’s great that whatever is happening in your life, no matter who you are, you always have dreams, goals and want better until you get that fairytale ending I think everyone deserves.

18

www.snmaonline.org


MARCH APRIL 2010

Corporate Sizzling Star

Reach your target audience

Name: Martin Estrada Company: Fairfield Properties Position: Regional Outreach Marketing Years: 15 years in Property Management

Advertise and get results

What challenges do you currently face in your position and how have you overcome them? In today’s current market, property managers are faced with a multitude of challenges. As industry professionals we must be able to address them with a clear, consistent philosophy. One of the most challenging would be to consistently drive qualified traffic to our properties. With all the new media platforms it is important to always be informed of where our target market is obtaining their information. The internet has allowed our consumers to gather detailed positive and negative information much quicker and thoroughly. The branding message we send at Fairfield Properties is always branded to the properties and our consumers. Personally, I have made it a main objective to educate myself on all new avenues of advertising (i.e. social media & networking). No matter how foreign an idea may sound, I always try to keep an open mind on every platform that I come across.

Dani Gorden, Project Manager 509-301-4858 Media Communications Group dani@newslinkpps.com

What do you find most rewarding in your job? The thing that I find most rewarding about my job is that it is not a job but a career. As a California transplant, I find myself consistently growing as a Nevada property management professional. I would state this; there is not a day that goes by where I have not learned something new about our industry or how the business industries in Las Vegas operate. I can honestly say that I go to work every day with a smile. Plus, in what other city can you get an unbelievable steak at 3 AM, I am proud to be a part of our wonderful community.

What is your favorite movie and why? I would have to say my favorite movie to date is still “Forrest Gump”. Tom Hanks’ acting was superb, but that was not why I place it at the top of my list. I loved the ingenuity that the creators & director put into this film. Other films have mimicked the blueprint, but I feel have not quite exceeded the film’s success with character development or storyline. And those that know me have all heard my business analogies in regards to Forest Gump!

www.snmaonline.org

19


MARCH APRIL 2010

Spotlight on Platinum Sponsor...

Western Risk Insurance

W

estern Risk Insurance is a Proud Platinum Sponsor and Founding Member of the Southern Nevada Multi-housing Association. In addition to sponsoring the association, Western Risk Insurance has devoted numerous hours to supporting the multi-housing industry by volunterring on the Board of Directors and various commotee over the past 18 years. Our dedication to providing quality services and products to our clients has enabled us to earn business deom apartment community owners and management firms. Our priority is to make insurance a “non-issue” for our clients to advise them of the best alternatives in protecting their assets. Having over a dozen carriers enables us to deliver the best product and product and price to our clent. Not only do we have “same-day” quotes available, we have an in-house claims department, loss control services, workers’ compensation and health plans for the multihousing industry. We are much appreciative to all the SNMA members who have made Wester n R isk Insurance the largest multi-housing insurance provider in Nevada. As we celebrate over 25 Years of Dedicated Service, we thank you! For more information or to obtain insurance ser v ices, call Francie Stocking, National Association of Insurance Women’s 2009 Region VII Member of the Year, at (702) 284-7907 or email us at youragent@westernrisk.com.

20

www.snmaonline.org


MARCH APRIL 2010

Rental Application Trends:

3 Things to Watch For In 2010

A

fter a turbulent 2009 filled with enormous job losses, record high foreclosures and a sluggish apartment market, members of the multifamily housing industry are wondering what to expect in the New Year. While economic recovery is far from complete, there are several interesting trends developing in the multifamily applicant pool. In 2010, based on analysis of a variety of external and internal data, RentGrow anticipates three key trends in the national applicant pool: • National applicant traffic will increase 8-16% • The credit quality of applicants will decline • There will be an increase in applicants with no credit history

Applicant Traffic Expected to Increase While applicant traffic may slow during winter months as it typically does, RentGrow expects applicant traffic to increase 8-16% over the course of the year compared to 2009. In early 2009, monthly traffic at apartment communities was off by as much as 20%, driven primarily by potential applicants either staying put or moving in with family. In 2010, The Wall Street Journal has forecasted that the United States will add approximately 1.2 million jobs. This job growth will drive an increase in applicant traffic as household formation picks up.

Decline in Credit Quality of Applicants With job losses and home foreclosures at record highs in 2008 and 2009, the credit worthiness of the average American declined significantly. According to data from TransUnion, the average TransUnion credit score dropped by 6 points to 651 from Q3 2008 to Q1 2009. In addition, the Federal Reserve reported record high credit card delinquencies of 6.5% in Q1 2009, and this will continue to be seen throughout the multifamily applicant pool. With economic recovery, individuals and families will be trying to re-enter the traditional rental market, but their credit scores won’t be as quick to recover.

existing credit history. Currently, 20% of applicants screened by RentGrow have no credit history available from the three major credit bureaus. This percentage is expected to increase in 2010 due to a growing rental population of young adults and major legislative reform effecting credit card companies. The young adult population (ages 20-29) is the greatest source of rental growth in U.S. markets, with millions of young adults living at home. This demographic also represents the majority of those with no established credit history. With new consumer protections being implemented by the Credit Card Accountability, Responsibility, and Disclosure (CARD) Act in February, including restrictions on issuing credit cards to people under 21 and marketing to college students, the number of young adults with no credit history will increase due to redirected lending policies for most credit card issuers. This legislation incents credit card companies to change their business model to target more established customers that will pay their bills on time, while shying away from riskier, new customers with no existing credit.

Conclusion While applicant traffic will increase, property managers will be faced with a challenging applicant pool to qualify, due to changes in household formation patterns and the economic difficulty of the past few years. Understanding the economic and social trends affecting your current and prospective residents will allow you to better adjust your marketing and screening practices to best select tenants from the available applicants. In 2010, it will be crucial to work closely with your screening company to get the most out of this larger but challenging applicant pool.

Dontae Johnson is the local sales consultant of RentGrow, Inc., the resident screening experts (www.rentgrow.com). He can be reached at johnsond@rentgrow.com or call (800)736-8476 ext. 245.

Increase in Applicants with No Credit History During the U.S. economic recovery, credit has been hard to acquire, and it’s not going to get easier for most, specifically people with no

www.snmaonline.org

21

Dontae Johnson


MARCH APRIL 2010

Increasing Performance in a Challenging Economy By Susan Stickelmeier, Regional Sales Executive, First Advantage SafeRent

A

s t he mu lt i fa m i ly hou si ng industr y continues to confront the current economic conditions, owners and operators need to identif y ever y opportunity in which they can improve occupancy and impact revenue. One of these areas is managing property per for ma nce w it h a comprehensive resident screening strategy. Today, properties in the U.S. employ either a customizable rule-of-thumb (ROT) scoring model to screen their apartment applications or they use a statistical lease screening (SLS) method that is a scientific, risk-based, approach to applicant screening. Both ROT and SLS screening methods attempt to rate the likelihood of successful residency. ROT methods have evolved over time by using generalized landlord observations regarding specific applicant attributes (i.e., credit prof iles, public records and income-to-rent). These methods commonly rely upon intuition or opinions of what is expected to inf luence lease performance but are not based on any

In these challenging times with applicant volume down and a shrinking applicant pool, your resident screening strategy is a critical business process.

scientific research. Additionally, ROT methods commonly “trump� or decline applications that fail to meet a single hard rule such as an income-to-rent ratio less than three. The immediate operational implication of trump rules is a potential reduction in the number of otherwise qualified applications right off the top. SLS methods, unlike ROT methods, are based on quantitative decision science techniques which have been deployed in a wide variety of industries for over 50 ye a r s to m a n a ge c on su mer a nd business credit risk. In the development of multifamily SLS methods, millions of ac t u a l h i stor ie s or p er for ma nc e outcomes representing the aggregate U.S. renter population have been rigorously sampled and analyzed.

22

The relative power of this method lies in its abilit y to assess all applicant credit character istics and prov ide a score that considers all variables and the interaction and interdependency of those var iables. The SLS method incrementally rank orders leases using a risk scale, so the landlord can expect that on average selecting a lease score of 395 will outperform a lease score of 385. Hence, all traffic will be incrementally risk-ordered – especially important with those challenging borderline applicants. The current environment of increasing vacancies and declining traf f ic puts proper ties in a position where t hey must take on more risk to meet business objectives. How can the landlord be confident in know ing that they have relaxed their criteria enough to increase www.snmaonline.org


MARCH APRIL 2010

occupancy, but not so much that they are overwhelmed with higher risk residents and increasing levels of bad debt? The two screening methods described above have very different implications to this question. With ROT methods, the landlord must make a decision to change the rules being used to screen and measure applicant credit quality. This leaves landlords in the position of having to chose which information attribute to adjust and by how much – potentially driving unnecessary volatility in their accept, conditional and decline (A/C/D) ratios and ultimately revenue and bad debt performance. Changing the rules, or weighting of these rules, as a means to change acceptance criteria also means that regional and portfolio managers lose the opportunity to consistently benchmark changes across their portfolio in resident credit quality and relative property performance. Conversely, with the SLS method the property changes their acceptance criteria by adjusting their decisions points and either raising or lowering the upper bounds (UB) and lower bounds (LB) criteria (see Traffic Renter Quality Distribution Graphic on page 2). With the SLS method, the landlord has the choice of setting separate decision points to accept the necessary quantity of leases to fill vacancies or to consistently maintain a community’s renter credit quality standards at a specified level. Additionally, this consistent measurement of applicant credit quality provided by the SLS method enables landlords to operationally benchmark traffic and resident credit quality against financial and other measures of operational performance. www.snmaonline.org

Given the current market challenges, following are some general recommendations that can help meet occupancy and revenue goals while minimizing bad debt. • Actively manage acceptance criteria on a property by property basis. Each property draws a unique pool of applicants with varying levels of renter credit quality. Therefore, acceptance criteria should be unique to each property and subject to traffic demand and unit supply or vacancy. • A ggressively use a conditional accept range. Use conditional accept ranges to assess increased deposits, add co-signers, or of fer shor ter lea se ter ms – a l l of which have been empirically shown to reduce the likelihood of lease default among more risky applicants and improve property level lease completion rates. • Accurately benchmark your marketing efforts. Compare your marketing and its impact on applicant credit quality scores; accept, conditional and decline ratios; and marketing sources to determine your optimal media share and channel spend. At the end of the day, the landlord’s objective is to use the respective screening method to efficiently harvest the best available leases from the available applicant pool. In these challenging times with applicant volume down and a shrinking applicant pool, your resident screening strategy is a critical business process. Forward thinking and strategic property owners will take advantage of current market conditions to look at all the factors that will help drive efficiency and profitability. Adjusting applicant risk tolerance smartly is certainly one of those factors.

23


MARCH APRIL 2010

SNMA 2010 COMMITTEE ROSTER Apartment Insight Committee Maria Avellana (Board Liaison) Stout Management Company Brandi Cooley (Committee Chair) RW Selby

702.227.0444 mavellana@smc-lv.com 702.320.8500 brandi@rwselby.com

Bowling Committee Steven Olmos (Board Liaison) Silver Lands, Inc.

702.459.3192 steveno@silverlandsinc.com

Community Outreach Committee Rhonda Sikes (Board Liaison) Avion at Sunrise Mountain Jennifer Pendleton (Committee Chair) Sherwin Williams

702.438.7678 avionsunrisemtn@lvcoxmail.com 702.895.8887 jpendletonswrep@yahoo.com

Dinner Meeting Committee Christopher Hinojos (Board Liaison) Apartment Guide Doug Sartain (Committee Chair) Certified Fire Protection

702.939.1494 chinojos@apartmentguide.com 702.873.5995 fireone@lvcoxmail.com

Education Committee Dana Murrah (Board Liaison) AMC, LLC

702.395.1523 d.murrah@amcllc.net

Golf Committee Robert Groucutt (Board Liaison) Sherwin Williams Ricky DeTagle (Committee Chair) Apartment Guide

702.895.8887 swrep5905@sherwin.com 702.939.1494 rdetagle@apartmentguide.com

Jewel Awards Committee Teresa Jackson (Board Liaison) Certified Fire Protection Misty Justice (Committee Chair) Alliance Residential

702.873.5995 tlj@lvcoxmail.com 702.682.0188 ibsmjustice@cox.net

Legislative Committee

“Member participation is vital to the growth of our industry. SMNA committees

Barbara Kirk (Board Liaison) Camden Property Trust Christopher A. Karsaz, ESQ. (Committee Chair) Karsaz & Associates

Maintenance Mania Committee Donna Gill (Board Liaison) Pinnacle AMS West

are the perfect venue to meet with your

Membership (IROC) Committee

colleagues and exchange ideas. You can help

Francie Stocking (Board Liaison) Western Risk Insurance

contribute to our association’s objectives

Membership Picnic Committee

by volunteering to serve on a committee. To sign up for one or more of the following committees, call the SNMA at 702.446.8445.

Debra Peterson (Board Liaison) For Rent Media Solutions Deborah O’Keefe (Board Liaison) The Prime Group

702.368.4217 francie@westernrisk.com 702.255.3700 debra.peterson@forrent.com 702. 436.9293 deborah.okeefe@primegrp.com

Poker Committee

Committee Chair listed with your contact information and which committee or

Reverse Trade Show Committee

committees you would like to join.”

702.362.6444 dgill@prmc.com

Public Relations Committee

Amanda Hahn (Board Liaison) Signature Management Susan Buksa (Committee Chair) Apartment Finder

Or you can e-mail the Board Liaison or

702.435.9800 bkirk@camdenliving.com 702.952.9227 ckarsaz@karsaz-law.com

Martin Estrada (Board Liaison) Fairfield Properties

702.671.6000 amandahahn@signaturehomes.com 702.798.4511 Buksa@cox.net 702.336.7877 mestrada2@ffres.com

For information regarding the SNMA website, articles which appear on the website and advertising on the website please contact Michael Fazio at 702.436.7662.

24

www.snmaonline.org


MARCH APRIL 2010

3.19 3.18 3.24 4.09 4.15 4.29 5.14 5.19 5.22 6.11 6.17 6.22 7.16 7.16

EDUCATION SERIES—Premises Liability SNMA Educational Dinner— Bed Bugs EDUCATION APPRECIATION SERIES sponsored by Sunland Asphalt EDUCATION SERIES—Increasing Productivity Through Leadership SNMA Social at Blue Martini EDUCATION SERIES—Fair Housing with For Rent Media Solutions “Get on the Green” 2010 SNMA Golf and Putting Classic at Angel Park EDUCATION APPRECIATION SERIES—How to Get the Most Out of Your Paint and Floor Covering sponsored by Sherwin Williams SNMA Membership Picnic EDUCATION SERIES—Property Management Tips to Live By SNMA Educational Dinner EDUCATION APPRECIATION SERIES—Understanding Risk Management sponsored by Western Risk Insurance NEW SNMA Reverse Trade Show “Deal Me In” SNMA Texas Hold ‘Em Poker Tournament

www.snmaonline.org

25

7.23 8.13 8.19 8.25 9.15 9.17 9.29 10.08 10.14 10.21 12.06

EDUCATION SERIES—Leasing Boot Camp EDUCATION SERIES—Walking the Line (HR Best Practices) SNMA Educational Dinner EDUCATION APPRECIATION SERIES sponsored by Odor Masters EDUCATION APPRECIATION SERIES sponsored by Certified Fire Protection SNMA Bowling Special EDUCATION APPRECIATION SERIES sponsored by Dunn Edwards Maintenance Mania EDUCATION SERIES—Truly Understanding Evictions SNMA Educational Dinner 4th Annual Jewel Awards “Holiday Heroes” Celebration

GREEN SNMA Social Event RED SNMA Education Event BLUE SNMA Educational Dinner Event


MARCH APRIL 2010

PRODUCTS & SERVICES GUIDE AdvertisING 702 West 2470 Denholme St. Henderson, NV 89044 troy@702west.com P: (702) 278-8905 F: (702) 202-4513 Apartment Finder 6330 McLeod Dr. Ste. 5 Las Vegas, NV 89120 cvail@apartmentfinder.com P: (702) 604-2351 F: (702) 798-8311 Apartment Guide, The 8298 Arville Street, Suite #104 Las Vegas, NV 89139 johnsigman@apartmentguide.com P: (702) 939-1494 F: (702) 939-1551 Apartments.com 175 W. Jackson Blvd., 8th floor Chicago, IL 60604 ltimko@apartments.com P: (312) 601-5391 F: (312) 601-6256 For Rent Media Solutions 5740 S. Arville St., Ste 209 Las Vegas, NV 89118 debra.peterson@forrent.com P: (702) 255-3700 F: (702) 255-4901 Move.com 30700 Russell Ranch Rd. Westlake Village, CA 91362 P: (805) 557-2300 F: (480) 556-4623 Rent Grow Inc. (Internet) 307 Waverley Oaks Rd. Ste. 301 Waltham, MA 02452 haolem@rentgrow.com P: (800) 736-8476 F: (800) 819-5182

Law Office of Hayes & Welsh 199 N. Arroyo Grande Blvd, #200 Henderson, NV 89074 ghayes@lvlaw.com P: (702) 434-3444 F: (702) 434-3739 Awards/Trophies Awards West 1957 North Decatur Boulevard Las Vegas, NV 89108 awardswestlv@lvcoxmail.com P: (702) 648-1661 F: (702) 648-1602

Cleaning services (mold/disaster) Genie Services 4300 N. Pecos Rd. #22 Las Vegas, NV 89115 njeancheff@genieservices.com P: (702) 452-1111 F: (702) 452-1179

Fire and Safety Certified Fire Protection 3400 W Desert Inn, Ste 20 Las Vegas, NV 89102-8354 fireone@lvcm.com P: (702) 873-5995 F: (702) 251-1972

Odor Masters 4616 W. Sahara Avenue #178 Las Vegas, NV 89102 isimon@odormasters.com P: (702) 253-5030 F: (702) 242-9238

Diversified Protection Systems Inc. 4435 Wagon Trail Ave. Las Vegas, NV 89118 tmilton@dpsi.biz P: (702) 307-3473 F: (702) 307-3472

ServiceMaster 1st Response 451 Mirror Court, Suite #105 Henderson, NV 89011 smrep1@drylasvegas.com P: (702) 896-4197 F: (702) 896-3559

Environmental Fire Protection 3576 E. Russell Road Las Vegas, NV 89120 jonas@environmentalfire.com P: (702) 212-6556 F: (702) 925-2412

Collections Clark County Collection Service 8860 W. Sunset Road Las Vegas, NV 89148 tjackson@cccscollect.com P: (702) 940-5120 F: (702) 365-7927

Boulevard Trophy & Engraving, Inc. 5007 S. Tamarus St. Las Vegas, NV 89119 blvdtrophy@aol.com P: (702) 736-3130 F: (702) 736-3526

Rent Collect Global 1010 Southeast Everett Mall Way, Suite #100 Everett, WA 98208 jill@rentcollectglobal.com P: (425) 238-3752 F: (425) 609-1120

Balcony Repair Nevada Gypsum Floors 3588 South Valley View Boulevard Las Vegas, NV 89103 rick@nvgypsum.com P: (702)871.3330 F: (702) 871-7597

Concrete Repair & Resurfacing Precision Concrete Cutting 3191 North Canyon Road Provo, UT 84604 matt@safesidewalks.com P: (801) 830-4060 F: (801) 224-0062

Blinds/Windows/Doors/Glass Cherokee Blind & Door 4350 S Arville, C-21 Las Vegas, NV 89103 P: (702) 432-3244 F: (702) 432-3341

County/City Offices Constable’s Office Las Vegas Township 309 S. Third Street, P.O. Box 552110 Las Vegas, NV 89155 gronaura@co.clark.nv.us P: (702) 455-4099 F: (702) 385-2436

Brokers (Real Estate) Marcus & Millichap 3993 Howard Hughes Pkwy, Ste 300 Las Vegas, NV 89109 jvelazquez1@marcusmillichap.com P: (702) 215-7100 F: (702) 215-7110

NAI Alliance 6995 Sierra Center Pkwy., Ste 100 Reno, NV 89551 Appliances (Sales/Rental/Parts/Repair) mwalsh@naialliance.com Pinnacle Appliance Distributors P: (775) 336-4646 5585 South Valley View Boulevard, Suite #4 The Sauter Companies Las Vegas, NV 89118 10161 Park Run Dr., Ste. 140 stacy@pinnacleappliances.com Las Vegas, NV 89145 P: (702) 567-1688 F: (702) 565-1680 info@thesautercompanies.com Universal Service & Supply P: (702)383-3383 F: (702)252-0139 3605 W. Twain Carpet Cleaning/Restoration/Dyeing Las Vegas, NV 89103 Solar Contract Carpet of Las Vegas, Inc. universalsvc@earthlink.net 4280 Wagon Trail Ave. #C P: (702) 876-0333 F: (702) 876-5994 Las Vegas, NV 89118 Asphalt (Paving/Repair) P: (702) 798-7100 F: (702) 798-1982 Lamb Asphalt Maintenance, Inc. Ultimate Choice Carpet Cleaning 3280 Coleman St. 4320 West Reno Avenue, Suite I N. Las Vegas, NV 89032 Las Vegas, NV 89118 jandres@lambasphalt.com suhailyr@ultimatechoicerestoration.com P: (702) 647-1600 F: (702) 647-5969 P: (702) 515-1485 F: (702) 515-1486 Stripe-A-Lot Universal Carpet Care, Inc. 5128 Longridge Avenue 3111 S. Valley View, Ste. N-102 Las Vegas, NV 89146 Las Vegas, NV 89102 t.j.@stripe-a-lot.com stevec@universalcarpetcare.com P: (702) 870-3585 F: (702) 870-8784 P: (702) 220-9003 F: (702) 220-4818 Sunland Asphalt Child Abuse Prevention P.O. Box 50409 CAN Prevent Task Force Inc. Henderson, NV 89016 PO Box 6274 stevem@sunlandasphalt.com Reno, NV 89513 P: (702) 563-6872 F: (702) 563-6875 pulibarri@washoecounty.us Attorneys/Legal Services P: (775) 328-2448 Karsaz & Associates Cleaning Services 375 Warm Springs Ave., Ste 104 Genie Services Las Vegas, NV 89119 4300 N. Pecos Rd. #22 ckarsaz@karsaz-law.com Las Vegas, NV 89115 P: (702) 952-9321 F: (702) 933-5077 njeancheff@genieservices.com P: (702) 452-1111 F: (702) 452-1179

Developers (Real Estate) & General Contractors Basch Construction Company 6226 Sandhill Road Las Vegas, NV 89120 mark.baraga@baschco.net P: (702) 314-4545 F: (702) 314-4547 Kalb Industries of Nevada Ltd. 5670 Wynn Rd. Las Vegas, NV 89118 rickh@kalblv.com P: (702) 365-5252 F: (702) 365-5257

Flooring - Covering/Carpet Criterion Brock, Inc. 1660 Helm Dr. Ste 1000 Las Vegas, NV 89119-3845 jason@brockinteriors.com P: (702) 458-6550 F: (702) 458-6584 Sherwin Williams Paint & Floor Covering 7470 S. Dean Martin Drive. #105 Las Vegas, NV 89139 swrep5905@sherwin.com P: (702) 895-8887 F: (702) 895-8892 Furniture (Rental/Sales) CORT Furniture Rental 6625 Arroyo Springs St. Ste. 130 Las Vegas, NV 89113 tricia.bernard@cort.com P: (702) 822-7368 F: (702) 822-7324 Sundrella Casual Furniture 2740 W. Deer Valley Rd. Phoenix, AZ 85027 kreiha@cox.net P: (702) 369-0878 Winston Contract 603 SE Fort King Street Ocala, FL 34471 jrega@brownjordaninternational.com P: (800) 327-1541 F: (352) 368-2471 Handyman Genie Services 4300 N. Pecos Rd. #22 Las Vegas, NV 89115 njeancheff@genieservices.com P: (702) 452-1111 F: (702) 452-1179

Western Pride Construction LLC 3924 Silvestri Lane Las Vegas, NV 89120 aimee@westernpride.com P: (702) 362-2800 F: (702) 362-1376

HVAC Fire-N-Ice Heating & Air Conditioning 2912 S. Highland Dr., Ste E Las Vegas, NV 89109 fire-n-icehvac@earthlink.net P: (702) 395-0071 F: (702) 395-0253

Drywall - Contractors Genie Services 4300 N. Pecos Rd. #22 Las Vegas, NV 89115 njeancheff@genieservices.com P: (702) 452-1111 F: (702) 452-1179

Insurance Kaercher & Associates Insurance Brokerage 2500 N. Buffalo Dr., Ste. 230 Las Vegas, NV 89128 P: (702) 384-2813 F: (702) 304-7860

Employment Screening Western Reporting, Inc 1787 East Fort Union Blvd #107 Salt Lake City, UT 84121 brianh@westernreporting.com P: (801) 281-2000 F: (801) 281-2005

Renters Legal Liability LLC 466 South 400 East #103 Salt Lake City, UT 84111 gus@rllinsure.com P: (801) 994-0237 F: (801) 521-4452

Exercise Equipment Advanced Exercise Equipment 861 SouthPark Dr., Suite #200 Littleton, CO 80120 kschlagel@advancedexercise.com P: (702) 270-0241 F: (303) 996-0063 Equip Fitness 4760 South Pecos Road, Suite #103 Las Vegas, NV 89121 teperkins.tpa@gmail.com P: (702) 309-4198 F: (702) 974-0893

26

Sterling Grant & Associates, LLC 2200 East Camelback Road, Suite #222 Phoenix, AZ 85016 loliva@sterling-grant.com P: (602) 954-7200 F: (602) 954-9624 Western Risk Insurance 3140 S. Rainbow Blvd., Suite 400 Las Vegas, NV 89146 francie@westernrisk.com P: (702) 368-4217 F: (702) 368-4219

www.snmaonline.org


MARCH APRIL 2010 INTERNET SERVICES/ACCESS Clear 7455 Arroyo Crossing Parkway, Suite #100 Las Vegas, NV 89113 marisa.bilkiss@clear.com P: (702) 479-4100 F: (702) 270-2710

Office Supplies Advance Office & Janitorial Supplies 3261 S Highland, Ste. 603 Las Vegas, NV 89109 lisaburchard@advanceoffice.com P: (702) 735-0213 F: (702) 735-0147

Pool Furniture Total Patio Accessories 3275 S. Jones Blvd., Ste 106 Las Vegas, NV 89146 admin@tpa-lasvegas.com P: (702) 309-4198 F: (702) 974-0893

Telecommunications Cox Communications 121 S. Martin Luther King Blvd. Las Vegas, NV 89106 Nick.kendle@cox.com P: (702) 384-8084 F: (702) 545-2375

Inspire WiFi 1550 NE Miami Gardens Drive #507 Miami, FL 33179 gebbert@inspirewifi.com P: (407) 620-6478

Outdoor Furniture Renu Casual Furniture 975 American Pacific Drive, Suite #105 Henderson, NV 89014 fred@renucfr.com P: (702) 568-9004 F: (702) 568-9007

Printing & Graphics A & B Printing and Mailing 2900 South Highland Drive #18-B Las Vegas, NV 89109 anthony@abprint.com P: (702) 731-5888 F: (702) 731-2272

Tenant Screening First Advantage SafeRent, Inc. 7500 W. Lake Mead Blvd., #9-542 Las Vegas, NV 89128 tsedminik@fadvsaferent.com P: (702) 839-1736 F: (702) 839-1738

Key control/access management Able Lock & Key 1913 East Charleston Road Las Vegas, NV 89104 ablekeylock@yahoo.com P: (702) 382-2822 HandyTrac, Inc. 510 Staghorn Ct. Alpharetta, GA 30004 eoverhage@handytrac.com P: (678) 990-2305 F: (678) 990-2311 Landscaping Integrated Landscape Management 4555 Dean Martin Drive Las Vegas, NV 89103 mdifabbio@ilm-llc.com P: (702) 283-9904 F: (702) 537-2294 Silver Lands Inc. 2901 S. Highland Drive, Suite 15-A Las Vegas, NV 89109 pacoh@silverlandsinc.com P: (702) 459-3192 F: (702) 459-4372 Worldscape 8410 Eldora, Suite #1003 Las Vegas, NV 89117 worldscape@cox.net P: (702) 871-7027 F: (702) 731-1611 Laundry Equipment Coinmach Laundry Service 501 North 37th Dr., Suite 102 Phoenix, AZ 85009 dwahlers@coinmachcorp.com P: (602) 722-6959 F: (602) 340-8907 Maintenance Supplies HD Supply 320 Lava Beds Way Las Vegas , NV 89031 Max.G.Christie@hdsupply.com, ty.kilpatrick@hdsupply.com P: (702) 917-5746 F: (702) 622-7222 Johnstone Supply 2319 S. Western Ave. Las Vegas , NV 89102 P: (702) 387-6940 F: (702) 387-7866

Total Patio Accesories 4760 South Pecos Road, Suite #103 Las Vegas, NV 89121 teperkins.tpa@gmail.com P: (702) 309-4198 F: (702) 974-0893 Paint (Sales/Service) Dunn-Edwards Paints 4300 E. Tropicana Ave Las Vegas, NV 89121 sharon.brenner@dunnedwards.com P: (702) 845-7539 F: (702) 243-8131 Empire Community Painting 2756 N. Green Valley Pkwy., Ste. 149 dwhitaker@empirepainting.com P: (888) 278-8200 F: (702) 939-9940 Frazee Paints 5280 South Valley View Las Vegas, NV 89118 rgreensfelder@frazee.com P: (702) 895-9800 F: (702) 597-5200 Genie Services 4300 N. Pecos Rd. #22 Las Vegas, NV 89115 njeancheff@genieservices.com P: (702) 452-1111 F: (702) 452-1179 PPG Pittsburgh Paints 5475 S Valley View Las Vegas, NV 89118 sbennecke@cox.net P: (702) 736-2929 F: (702) 736-3151 Sherwin Williams Paint & Floor Covering 7470 S. Dean Martin Drive. #105 Las Vegas, NV 89139 swrep5905@sherwin.com P: (702) 895-8887 F: (702) 895-8892 Pest Control Terminix Commercial 3147 West Post Road Las Vegas, NV 89118 svach@terminix.com P: (702) 837-6520 F: (702) 837-5980

Property Management Software RealPage Inc. 4000 International Pkwy Carrollton, TX 75007 stacey.blackwell@realpage.com P: (972) 820-3015 F: (972) 820-3383 RentPayment 505 Sansome, 8th Floor San Francisco, CA 94111 cnelson@rentpayment.com P: (866) 289-5977 F: (866) 786-4775 REWARDS PROGRAMS Blackledger 12 West 100 North, Suite #100 American Fork, UT 84003 nvidrine@blackledger.com P: (801) 763-9064 F: (801) 437-3686 SECURITY DEPOSIT ALTERNATIVES Sure Deposit 293 Eisenhower Pkwy., Ste 320 Livingston, NJ 07039-1783 brian@suredeposit.com P: (973) 992-8440 F: (973) 992-8770 SECURITY SERVICES Sky Security Services 2400 S. Cimarron Rd. Ste. 140 Las Vegas, NV 89117 marissa@skysecurityservices.com P: (702) 304-2185 F: (702) 304-2184 SIGNAGE Motivational Systems, Inc. 1120 Palms Airport Drive Las Vegas, NV 89119 rtait@motivational.com P: (702) 310-8501 F: (702) 270-8228 National Signs, LLC 3830 Rockbottom Street North Las Vegas, NV 89030 rick@nationalsignslv.com P: (702) 645-6444 F: (702) 645-1178

Wilmar 4119 Bola Drive North Las Vegas, NV 89032 bcrofford@wilmar.com P: (702) 296-0664 F: (702) 643-5948 MAKE-READY Genie Services 4300 N. Pecos Rd. #22 Las Vegas, NV 89115 njeancheff@genieservices.com P: (702) 452-1111 F: (702) 452-1179 Non-Profit Organization American Red Cross 1771 East Flamingo Road #206-B Las Vegas, NV 89119 krisd@redcrosslasvegas.org P: (702) 791-3311 F: (702) 791-3372 ODOR CONTROL Envirosweep, LLC 892 East Sweeping Vine Avenue Las Vegas, NV 89183 ivan@envirosweep.com P: (702) 738-4247 F: (702) 982-1277

www.snmaonline.org

27

Western Reporting, Inc 1787 East Fort Union Blvd #107 Salt Lake City< UT 84121 brianh@westernreporting.com P: (801) 281-2000 F: (801) 281-2005 Towing AA Action Towing 3035 Westwood Dr. Las Vegas, NV 89109 bobbyhowell@actiontowing.net P: (702) 737-9100 F: (702) 737-8567 Expedite Towing 228 W. Owens Ave. N. Las Vegas, NV 89030 P: (702) 633-8850 F: (702) 633-8892 Fast Towing Inc. 3850 Losee Rd Las Vegas, NV 89030 P: (702) 380-3278 F: (702) 380-9513 LVVI Towing 4375 North Las Vegas Boulevard, Suite #4 Las Vegas, NV 89115 mworkman@yahoo.com P: (702) 795-1700 F: (702) 367-0945 North Star Towing 2201 N. Commerce North Las Vegas, NV 89030 clark@northstartow.com P: (702) 473-1111 F: (702) 399-3632 Quality Towing 4100 E. Cheyenne Ave. Las Vegas, NV 89115 jberry@unitedroadtowing.com P: (702) 649-5711 F: (702) 633-4447 Waste Collection Republic Services 770 East Sahara Avenue Las Vegas, NV 89104 feinbergk@repsrv.com P: (702) 280-0051 F: (702) 599-5585


PRSRT STD U.S. POSTAGE PAID SALT LAKE CITY, UT PERMIT NO. 508

2775 South Rainbow Boulevard, Suite #101-C Las Vegas, NV 89139

This magazine is designed and published by Media Communications Group. | 1.888.745.4003

Apartment Insight March | April 2010  

Tough Economic Times? Take action to "winning the Game"