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This I



Bowling Committee

John Sigman, Board Liason Las Vegas Apartment Guide

SNMA - Apartment Insight (Magazine) John Sigman, Board Liason Las Vegas Apartment Guide Chris Schreiner, Chair Las Vegas Apartment Guide

News & Updates 5 President’s Message 7 A Note to the SNMA Membership 8 Coming Together 9 Train Your Brain! 16 Spotlight on Platinum Sponsors 17 Bowling Tournament Recap 19 2009 Calendar of Events 21 2009 Maintenance Mania Results 25 Clark County Fire Department Barbeque Grill

Community Outreach Committee Rhonda Sikes, Board Liason Avion at Sunrise Mountain Jennifer Pendleton, Chair For Rent Media Solutions

Dinner Meeting Committee

President Bret Holmes ...................... 702.699.9261 Advanced Management Group

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

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

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

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

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

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

Director Teresa Jackson .................. 702.940.5120 Clark County Collection Service

Director Debi O’Keefe .................... 702.436.9293 Prime Group

Director Rob Groucutt .................... 702.895.8887 Sherwin Williams

Director Brandi Cooley ................... 702.320.8500 RW Selby

Director Chris Karsaz ....................... 702.952.9227 Karsaz & Associates

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

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

Director Dana Murrah ..................... 702.395.1523 Apartment Management Consultants

Director Rellie Greensfelder ........... 702.371.2365 Frazee Paint & Wallcovering

Director John Sigman ..................... 702.939.1494 Las Vegas Apartment Guide

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

Barbara Kirk, Board Liason Camden Residential Management Christopher A. Karsaz, Board Liason Karsaz & Associates

Maintenance Mania/Membership Picnic Paula Lane, Board Liason Pinnacle American Management Donna Gill, Chair Pinnacle AMS West

Market Trends Committee Paula Lane, Board Liason Pinnacle American Management Susan Bauman, Chair Western Risk Insurance

Membership/IROC Committee Francie Stocking, Board Liason Western Risk Insurance

Poker Committee

Amanda Hahn, Board Liason Signature Management Company Susan Buksa, Chair Apartment Finder

Public Relations Committee Brandi Cooley, Board Liason RW Selby

Vendor Guide Committee Francie Stocking, Board Liason Western Risk Insurance Debra Peterson, Board Liason For Rent Media Solutions

Year End Event/Awards

Rellie Greensfelder, Board Liason Frazee Paint & Wallcovering

Director Maria Avellana .................. 702.227.0444 Stout Management Company 436-9293 395-1523 917-5746

Legislative Committee

SNMA 2009 Board of Directors

438-7678 255-3700

Education Committee

Rob Grocutt, Board Liason Sherwin Williams Ricky DeTagle, Chair Las Vegas Apartment Guide

Feature Articles 10 Don’t Replace! 12 Buying Your Brand 18 Deliver Service and You’ll Deliver Results 22 Bigger Profits with “No Risk”

939-1494 939-1494

940-5120 939-1494

Golf Committee

Products & Services Guide


Teresa Jackson, Board Liason Clark County Collection Service Chris Hinojos, Chair Las Vegas Apartment Guide Debi O’Keefe, Board Liason Prime Group Dana Murrah, Board Liason AMC, LLC Brian Loftus, Chair HD Supply




895-8887 939-1494 436-2048 952-9227 362-6444 702.362.6444 362-6444 368-4217 368-4217 671-6000 798-4511 320-8500 368-4217 702.255.3700 371-2365

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.



Magazine Committee: Chris Schreiner Committee Chair/Editor Allison Williams Front Cover Art John Sigman Board Representative

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: • Web Site: Executive Director: Michael Fazio, Executive Assistant: Aysha Park,

Photos courtesy of Michael Fazio (SNMA) For Advertising Information, Contact:


Apartment Insight is published by the Southern Nevada MultiHousing Association.

WHO WE ARE The Southern Nevada Multi-Housing Association (SNMA) is a non-profit organization who provides the local multi-housing industry with legislative support, education and community outreach to benefit our membership and the community.

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.

WHY WE EXIST The Southern Nevada Multi-Housing Association exists to support the multihousing industry and professionals with proactive legislative efforts and by promoting career development through educational and networking 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.

10 Reasons to be a Member n Legislative updates & representation o Frequent networking opportunities p Innovative education programs q Business & career referrals r Advertising & sponsorship opportunities s Bimonthly magazine – “Apartment Insight” t Website: u Forms & Landlord/Tenant Law Books v Legal Information & Updates w Support staff with industry experience....

Platinum Sponsors: For Rent Media Solutions Certified Fire Protection Western Risk Insurance The Bentley Group

Sherwin Williams Paint and Floorcovering Cox Communications Silver Lands Inc.

SNMA welcomes our newest members! New Vendors:

New Properties/Mgmt Groups:

Integrated Landscape Management Renu Casual Furniture Sterling Grant & Associates, LLC

Montego Bay Safari Apartments



President’s Message By Bret Holmes

Final Message of 2009


As this issue goes to press we are preparing for the 3rd anhat a great year this has been for the SNMA. nual Jewel Awards. It is shaping up to be a great event. We There have been so many new developments look forward to the who’s who of the apartment management and changes, time has just flown by. It is hard industry to show up and support all the nominees and make to believe the year is almost over. It has gone by this our best event yet. much too fast! I am also a little saddened by knowing my tenure as President is coming to an end. I am really looking forward to This has been one of the most re2010 as this year winds down. warding things I have done in my We have had great feedback on Not only because I want to put the property management career. economic turmoil of 2009 behind many things we did in 2009, and us, but because the SNMA is really I am so proud to know that over heading in the right direction. We the past year we have accomwill be sure to apply the lessons have had great feedback on many plished many of the goals we set learned to make the SNMA that things we did in 2009, and will be out for the association. We have sure to apply the lessons learned brought everything in house by much better in 2010!! to make the SNMA that much betemploying Michael Fazio and ter in 2010!! I am very confident Aysha Park. They have done a that our incoming President, Paula Lane, will put her own great job and are working hard for all of our members in many special touch on the SNMA and take us to the next level. different capacities. We have increased membership in a down economy. That is amazing and speaks volumes to the job the I want to send out a special thanks to everyone who supported board has done this year. We had many successes during this the SNMA in 2009. Without the support of all our Platinum year’s legislative session as well. The legislative committee mansponsors and everyone who sponsored SNMA sanctioned aged to defeat a number of bills that would have made our jobs events, things would not have been as great as they were. I harder and cost our owners a substantial amount of money. Big look forward to seeing everyone again in 2010!!! Q kudos to the legislative committee! Our education committee put together a lot of great sessions this year as well and next year looks to be even better.





SNMA Membership,

great work with the website. As the point of contact to all other committees, Michael will have the best insight and knowledge of the goings-on within SNMA and therefore, this will be my last issue as Committee Chair and editor of APARTMENT INSIGHT. I hope to continue contributing to it personally as well as finding good content to submit and it has been my pleasure to work on this project for SNMA. Thank you all for your valuable contributions to the magazine and please keep doing so. It’s a great resource to have at our disposal! It has been a privilege working on this for you and I thank you for the opportunity. Q

Since I took over as Chair of the magazine committee, I have worked hard to elevate the level of the magazine to enhance its appearance and ensure it’s filled with a good mix of fun looks-back at events and good, current content with information that is helpful to the membership. I think we have succeeded, as APARTMENT INSIGHT continues to improve and regularly offers the readers plenty of great information, keeping everyone in the loop on the SNMA past, present and future. Because so many things are now handled in-house with our Executive Director and Executive Assistant, I feel it will be more efficient to have the bulk of the magazine handled by that team, who is already doing

Sincerely, Chris Schreiner

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August 25th Networking Mixer Sponsored by Clark County Collection Service


he audience was treated to a night of comedy, music and comedic music as members of SNMA showed their talents for the first ever “SNMA’s Got Talent” competition. An American Idolesque panel of judges watched each performance and weighed in with a score ranging from 1–10. Al Miranda of Avion at Sunrise Mountain played drums Ashley Ferguson, Nancy Rodriguez, Lena Ruckman of Clark County Collection Service lip synced to “Scrubs” by TLC Julie Fick of Pinnacle performed a song by Faith Hill Rob Watson and Troy Perkins of The Boulders at Lone Mountain (Pinnacle) did a “Top 10 Things You Want to Say to Residents” comedy sketch

Chris Schreiner of Apartment Guide performed a song

Wesley Jackson and Isaiah Jackson of Wynn Palms (Pinnacle) performed an original piece with guitars and vocals

The “Randy Jackson” of the evening was Constable Bobby G, “Paula Abdul” was Stephanie Kirby of the Susan G. Komen Foundation and “Simon Cowell” was Chet Buchanan of 98.5 KLUC’s Morning Zoo.

Winners were: 1st Place—Chris Schreiner of The Apartment Guide won $500 (receiving a “better-than-perfect” score). 2nd Place—Julie Fick of Pinnacle won $250 (receiving a perfect score of all 10’s from the judges). 3rd Place—Ashley Ferguson, Nancy Rodriguez, and Lena Ruckman of Clark County Collection Service won $100 to split between them. Q




Getting Lucky With SNMA roceeds from sales for the 50/50 raffle went to benefit the Susan G. Komen Foundation. The cash winner was Amy Hjerpe of Pinnacle, who took home $164.

The mixer sponsor also raffled prizes that went to:

Jodie Bell (Advanced Management Group) won a DVD Chet Buchanan (The Morning Zoo) won Guitar Hero and DONATED it to his toy drive Tysen Bodewig (Empire Painting) won chocolates and later gave them to his lovely wife Troy Perkins (Boulders at Lone Mountain) won a picture frame Come try your luck at the next SNMA networking event!


Train Your


If you are interested in taking any of the courses or being on the Education Committee, please contact Q

Education Platinum Sponsor Opportunity Available!

2009 Education Calendar Date


December 10

MANAGEMENT/LEASING: Resident Retention





Angel Park

Debi O’Keefe


*Material and certification costs may apply **Full Day Class, Includes Continental Breakfast and Box Lunch; $59 Members, $99 Non-Members ***Special Education Pricing; $19 Members, $39 Non-Members 3 hour Leasing Classes: $35 members, $70 non-members (Education pass can be used) Maintenance classes are free, unless there are actual costs for certification or materials, which will be conveyed prior to the class. Legal Classes: $35 members, $70 non-members (Education pass can be used) Education Pass: $199 for 8 classes and $249 for 10 classes You must register for each class at least 48 hours in advance in order to be able to use your Education Pass for the class; this is required to obtain an accurate head count for our educators.



Don’t Replace! Refinish Bathtubs, Tile, Vanities and Countertops for a Fraction of the Cost! Replacing bathtubs, tile surrounds, vanities, and countertops is costly, messy, and time consuming. No apartment or property manager wants to deal with that combination. The cost saving solution to damaged and dated bathtubs, vanities and kitchen countertops is to have the existing surfaces refinished.


ith potential sav ings of up to 75% over the cost of replacement, refinishing makes good sense. Whether the economy is good or bad, saving money is always a good thing. As surface refinishing is done on site and in just a day, apartment owners and property managers can also appreciate the limited intrusion on tenants when their bathtubs or countertops are refi nished. In between tenants, with an empty unit is also an excellent time for refinishing and is best done after painting and carpet repairs. Is there a difference between refinishing, resurfacing, and reglazing? No, they all refer

to the process of restoring, or upgrading the existing porcelain, tile, fiberglass, or laminate surface to like-new. A professional refinisher can change colors, repair porcelain chips, fi x fiberglass cracks, and make knife cuts and burn marks disappear from laminate and even Corian® countertops. All surface refinishing, however, is not the same and cheaper isn’t always better. Like any maintenance “quick fi xes,” you often wind up paying more when the first attempt fails. Should you spend $200 or $300 to refinish a bathtub? You have to do the math. Spending $200 twice over a 12-month period because


the tub peeled costs a lot more than having it done right the first time for $300. In addition, if the new finish failed once, it will likely do so again. Should you hire a refinisher who uses hydrofluoric acid to etch the bathtub? While “acid-etching” porcelain is a common practice, your biggest concern will be whether the acid is properly neutralized before it is rinsed down the drain. If not properly neutralized, acid can cause damage to plumbing. Hydrofluoric acid is also dangerous to handle. If that’s the process the refinisher uses, make sure they are covered by their own Workman’s Compensation policy. An alternative to acid etching is the use of a bonding agent, which has proven to be more reliable and offer greater durability and longevity to the bathtub refi nishing process. The best bonding agents create a molecular bond between the old and new surfaces. Unlike hydrofluoric acid, bonding agents can and should be used on

NOVEMBER DECEMBER 2009 glass, acrylic, cultured marble, and laminate surfaces to ensure the new coating will stick.

Î Do they offer volume/commercial discounts?

What’s a realistic warranty? A five-year written warranty is fairly standard, and in most instances, if the refinished tub surface is going to fail, it will do so in less than a year. Remember, a warranty is only as good as the contractor giving the warranty. Be sure to check out the strength and reputation of the contractor!

Î Do they provide free estimates and explanations of their services?

Upgraded countertops can really add the WOW factor to an apartment kitchen. New stone-look finishes can provide the updated appearance of stone at a fraction of the cost. And, if damaged, a professional refinisher can repair the countertop. Best of all, apartment units with this upgrade are showing better, resulting in faster and higher monthly rates. Quality refinishing is a craft that requires the proper materials, extensive training, and experience to provide consistent, high quality results… and high quality results will save money in the long run. To compare refinishing companies, ask questions: Î Is the company licensed and insured?

Î Will they do a sample tub or countertop for you to examine?

Î How long has the company been in business? Î Are they members of your apartment association? Î Are they members of the Better Business Bureau? Î Also, ask for references and read the reviews on the company website. Refinishing vs. replacement saves you time and money, and using the right refinisher will save you the hassle and cost of callbacks. A quality refinisher is one who makes your project a priority and has the capacity to respond quickly to help reduce downtime allowing you to get your apartment rent ready quickly. You already know that surface refinishing can save money. The key is hiring a professional refinisher who will also save you headaches by providing you with both quality and value. Q

Î Are they covered under their own Worker’s Comp policy?

Miracle Method is the largest bath and kitchen refinishing company in the country. With over 120 domestic and international franchises, they specialize in repairing and restoring all types of tubs, ceramic tile, and countertops.

Î Do they offer a written warranty?



Buying Your Brand By Chris Schreiner, Account Executive, The Apartment Guide

So what is it worth to you to have your “brand” recognized and visible? There are different forms of advertising that serve different functions. Some advertising is basically in place to introduce you to the consumer and make them aware of your product/service. Some advertising is about positioning your brand (i.e. offering the best product/service.) But advertising is always one thing, an invitation to do business. You are inviting prospective customers to buy your brand and to subscribe to your philosophies. By extension, your customers become part of your brand. They are the backbone of it and they are the channels through which your message continually gets carried, good or bad. Your advertising message should always have the power to persuade, as after all, advertising IS persuasion. That doesn’t mean it should be untrue. The most basic function is to inform the consumer. How you impart that information is important. Your advertising should also focus on your unique features. Consider a unique selling proposition (USP) that makes you different than your competitors. Then, sell it! What is the problem for your consumer and how will you solve it? The easiest way to determine this is to ask your current residents when they renew with you, or upon their move in. Ask them, “Why did you rent with us?” That is invaluable information and part of what your advertising should focus on. What is your “wow?”

As this issue goes to press, you are likely deep into your budgets for 2010. As we’ve discussed in the past, your advertising is generally a major part of your operating budget. If not, it should be. There’s no denying that marketing and advertising are expensive when looked at as a line item cost.


s we’ve also discussed in the past, your advertising is an investment. We always hear about “the cost of doing business.” Costs buy you products and services. Investments potentially make you money and are verifiable and able to be tracked. Marketing at its core, determines who your customer is and why. Marketing is the re-

search into demographics, trends and stats that lead you to know your customer better, or to help you establish who you want your customer to be and the level of your brand. Advertising is how you convey your marketing message, to those potential customers. Advertising is usage of the media to get you exposure, build your brand, raise awareness and to inform. In short, advertising is exposure and visibility.


If you wish to compete, you must be willing to invest in that competition. Your competitors are using various forms of advertising, so how are you competing and what is your goal? You must consider the fact that you must at least have a basic presence, providing your information to your target consumer in the best media and in the best locations for that media to be seen. Beyond that initial presence, it’s up to you to determine where you want yourself positioned. Consider your initial advertising investment as “the cost of doing business” and then from there, the cost of excelling within your business which is where you want to position your brand. Obviously, the companies who spend more on effective advertising, reap the most benefits and have the most consumers. This is why air time during the Super Bowl is just about the most expensive. Consider it a necessary “evil” if you will, but it is necessary. Everyone knows Ford,

NOVEMBER DECEMBER 2009 Coca-Cola, Crest, etc. They still advertise, strongly and regularly. Why? To inform people what they are offering and to propel their brand higher than their competitors. Customers will not call or visit your property if they are unaware of your message. Referrals are strong and can be effective, but consider that the message being spread is out of your control. With advertising, you control the message. So you must consider in your budget, a few things. You must look at your presence in the market to ensure your message is out there and you’re in the game. Without advertising, you’re not even near the playing field. Matching others in the market, especially your competitors, is fundamental. You must then decide how you will position yourself within that market and what that position is worth to you. Again, it comes down to the type of media you are using, the reach of your message through that media and who that media reaches and how. We all want to save money and we all want to meet or beat our budgets. This is possible to do if you project your needs correctly, maintaining a strong, highly visible campaign and knowing that must be in place to effectively run your business. However, when it comes to positioning, do not underestimate the cost of “being the best”, or at least creating the perception in the market, that you are the best. Cutting your advertising is cutting your potential for greater success. Bare bones advertising will provide you with a bare bones response and advertising in the wrong media or to the wrong consumer is like throwing wads of cash out the window

while driving down the freeway. Again, your investment in the right advertising can have a tremendous effect on your NOI through higher occupancies. It truly does not matter that the cost is up front, if you’re earning back your initial investment and making money in addition. You must decide what kind of return is worth it to you. Advertising is just about the only measurable investment that directly impacts your bottom line and it is in terms of income, not expense. If you want to effectively advertise, you must change your perceptions this way. So, as you work on your 2010 budgets, keep all this in mind. Ask yourself, do I have a presence? How strong is that presence? What perceptions am I creating for the consumer and where am I positioning myself and my brand in their minds? Am I willing to invest in my brand and my business to make it successful? There are multitudes of options out there, different media and sources. You must consider carefully who you partner with and what that partnership can bring to your business. What can they do for me? I can solve the renter’s problems because of A, B and C. Now what is YOUR problem that advertising will solve? Who you choose to solve that for you is vital. It’s not just “what do I get for the money I spend?” It is also about the potential. Remember, advertising is an invitation to do business. It begins the process, but it will not “sell” your product/service, but merely open the door. You must determine how big of a door you want and how wide open you want it. Higher occupancy, more income and happy owners are all within reach, if you are making the right investment. Q

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Bowling Tournament Recap



Deliver Service and You’ll

Deliver Results By Valerie M. Sargent

I recently decided to jump on the bandwagon of addicts everywhere when the contract for my call dropping, battery dwindling, no-coverage-at-home cell phone finally expired. That’s right, it was time for me to (gasping inwardly) become a BlackBerry owner. What would become of me with so much technology at my fingertips? Would it indeed become my “crack”berry?


ike any good customer today, I went online and poured through all of my phone choices available with my chosen carrier beforehand, deciding upon the one I thought was the best deal with the options I needed. The experience that followed at the store with my salesperson, Zak, was nothing less than delightful. It really got me thinking about the importance of customer service in our industry, and how critical it is now more than ever to build a relationship with the prospect to ensure his or her comfort with the very personal decision to rent this new home, this new place to build a life. How we treat our prospects determines our likeability, and as a result, our “lease-ability.”


When I was in the store and my number was called, Zak greeted me warmly, giving me a genuine smile that instantly set me at ease as we exchanged introductions. I immediately felt he was someone who could help me based on his approachability and willingness to assist, because I had been in cell phone stores before where the salesperson seemed entirely focused on their sales goals or too busy or distracted to help me. Not Zak. He was eager and friendly from the start. It’s the same in our business. When someone is coming to see an apartment for the first time, the greeting you give your prospect sets the tone for the entire visit. I can’t tell you how many community lobbies I have walked into where a greeting was delayed, fake, or unfriendly. Those greetings do not help create faith in a leasing consultant; they simply make a prospect feel unwelcome, which makes them less likely to lease an apartment if they don’t feel comfortable from the beginning. When Zak asked how he could help me, I told him specifically what I was looking for, informed him of my research online and told him I had narrowed it down to a few options on which I hoped to get some feedback. Because I was adding a line with them due to another phone I had for a client (testing their service at home before porting my main number), I had concerns about a shared plan that would meet my requirements for both lines. This reminded me that back at our communities, we need to keep in mind that our prospects are more educated than ever before, researching us online and finding out about us beforehand. When you meet them in person, your conversations have to add value to what they have already learned and clarify any questions they might have. You then want to draw them out and engage them during the qualifying and leasing process, in order to guide the tour appropriately to ensure you show them exactly what they are looking for, based on what they’ve told you. The key is to listen effectively and be an expert communicator. Zak was phenomenal at explaining how things worked, pointing out critical differences, and giving his opinion on phone performance, all while making it very comfortable for me to ask questions. He used encouraging phrases such as, “Awesome.”

NOVEMBER DECEMBER 2009 “For sure.” “No problem.” Youthfully affirmative language that let me know everything would be taken care of as I needed. Zak didn’t have to “close” me—I closed myself once he showed me exactly what I needed and made sure I was content with my choice. That’s how a true sales process works, when you listen to the customer and deliver precisely what is wanted and needed. When prospects present you with qualities they are looking for in a new home, your positive affirmation of their needs gives them confidence in you as a leasing consultant. When you then remember those things onsite and point out solutions that matter to your customers, this is paramount to you getting the lease. Show them what they need, as well as the things you surprise them with by showcasing important features they might want based on things mentioned throughout the visit. Prospects know when you have truly cared and listened to them enough to figure out what they might like before they even realize it themselves. By showing them specifically what they are looking for and listening to their concerns, you create opportunities for the prospects to close the deal themselves, making the entire leasing process easier for everyone. Zak not only helped me get the right BlackBerry, he made sure the deal I found online was honored, and he upgraded my current client phone. Since I was adding a line, he assessed my usage on the first phone, determined how I would be using each one, and found a calling plan for both that ended up saving me money. I now had far more service and accessibility for much less money. Then, despite other customers waiting in the store to be called upon, he helped me convert my numbers from my other phones, set up my email accounts and gave me some basic lessons on how to work my new little “CrackBerry” since I was apprehensive. I never felt he was rushed or that he wasn’t completely dedicated to our sales interaction. By the time all was said and done, I was educated enough that I could walk out of there and confidently know what I was doing in a basic way. Zak was my hero. You have the opportunity to be someone’s hero every day when they come to see you about a new apartment. Taking the time to make someone feel instantly welcome and at ease in your office helps build trust and is the first step in making sure someone feels at ease in your community. When you then truly hear what your customer wants, care about what they need, and offer the solution they’ve been searching for, you have given excellent customer service. When you deliver service, you deliver results. Your likeability increases your lease-ability! In truth, Zak was a very well trained employee with admirable product knowledge and outstanding customer service skills. We need more people like Zak in the customer service world. You can choose to be one of them. This reminds me, I still need to mail my receipt for a rebate. I suppose his impeccable customer service only gets me so far... Q Valerie M. Sargent is Senior Associate at Yvette Poole & Associates, a consulting firm dedicated to unlocking the dynamic power of people through more well rounded training programs and integration into company cultures. For questions about this article or assistance with leasing and sales training, Valerie is based in Newport Beach, CA and can be reached on her new blackberry at (949) 637-0104, valeriesargent@yahoo. com or


SNMA 2009 Calendar of Events The dates and events are subject to change without notice. Please call the SNMA office at (702) 436-7662 with questions. November 7

Year End Dinner and Awards Ceremony

December 10

Management/Leasing Education: Resident Retention

• Subject to change•




Bigger Profits With

“No Risk” By Tim Zehring

The task of owning and managing an apartment building can seem overwhelming at times. A feeling of fear can be caused by the thought of all the things that could possibly go wrong with ownership of an apartment building. There are many risks associated with apartment buildings, and those risks can reduce or wipe out your profits! Eliminating your risks is one way to ensure bigger profits.


roper preventative maintenance and management can prevent most problems before they arise. This is especially true when it comes to the risks associated with criminal activity. A Corpus Christi, TX woman was raped in her apartment and she sued, receiving a $17.1 million dollar judgment. A former mayor of Beverly Hills, CA was sued because of a shooting at his apartment community. The Wall Street Journal reported a $12.6 million dollar judgment on that case. Recently, conducted a poll, asking apartment dwellers to share their thoughts about crime. Does it surprise you that 97% of the people who took the survey said that when they look for an apartment, crime plays a significant part in where they choose to live? Many surveys have been conducted over the years, and a simple Internet search shows that crime has been the number one concern in our country for many years. All across the United States, people are being robbed, raped, assaulted, murdered, battered, shot, stabbed, and maimed. The average arrest clearance rate for these offenses is about 26%, a number

that is not very encouraging. If criminals are not caught and jailed, they will usually continue to commit crimes. Crime knows no address and no one is immune from the numerous types of crime risks, but the presence of crime is not something most apartment owners or property managers are comfortable talking about with their residents. Ignoring the risk of crime will not make it go away. In fact, it is not uncommon to see criminal activity is increased when the awareness of crime is decreased. A quick scan of recent news stories on the Internet reveals that in Austin, Texas neighbors are saying, “Crime riddled apartments need a clean up.” In Virginia, residents living near a Virginia Beach apartment community were shaken by a police standoff at a neighboring apartment community. In Bethesda, Maryland a protest petition was signed by more than 40 local property owners who feared that a proposed rental housing development would depreciate their property values and bring crime into the neighborhood. This recent survey reported that apartments are eighty-five percent more likely to be victimized by burglaries


NOVEMBER DECEMBER 2009 than other types of housing. Surprisingly, 78% of the renters who responded to this survey said they feel extremely to moderately safe in their apartment. You could have a recipe for disaster when a crime risk is high, but the perceived risk of crime is low. Perhaps this is one of the reasons why apartments are reported to be eightyfive percent more likely to be victimized by burglaries than other types of housing. There are steps that renters should take to ensure their own safety and protect their personal property, but let’s focus on what rental property owners and property management can do to manage other crime risks in their rental communities. Block Watch or Apartment Watch programs have been recommended by police because they are generally successful in single family neighborhoods where homeowners have a large initial investment and plan to build equity in their home ownership through the years. Unfortunately, the Block Watch approach has not been as successful with renters. In apartment communities, move in specials and other concessions reduce move in costs and renters don’t build equity. Renters are not likely to fight crime in a community where they don’t realize a personal financial investment or long-term equity growth potential. In 1992, the Crime Free Multi-Housing Program was founded with the intention to involve those who did have a personal financial investment and a long-term equity growth potential—the rental property owners and their management staff.

Federal Fair Housing Laws prohibit unlawful discrimination against applicants and residents, but Federal Fair Housing Laws do not require that rental property owners and managers must turn their I.Q. down to zero or turn a blind eye to persons that pose a serious risk to the safety of existing residents or the security of the rental property. The United States Government, the largest domestic landlord, has also developed Rules and Regulations regarding screening and eviction for crimes as outlined in their Final Rule (24 CFR Parts 5 et al.) The Rule allows landlords to deny housing if any household member is currently engaging in, or has engaged in during a reasonable time before the admission decision: (1) Drug-related criminal activity; (2) Violent criminal activity; (3) Other criminal activity that would threaten the health, safety, or right to peaceful enjoyment of the premises by other residents…” The first phase of the three-phase Crime Free Multi-Housing Program entails free and comprehensive training about applicant screening, dealing with on-site criminal activity, eviction, and automated databases that provide free information on conviction history regarding various types

Crime primarily comes into rental properties in three ways: (1) The residents themselves; (2) Those affiliated with the residents; (3) The opportunistic criminal who spots what is perceived to be an easy crime target. A key strategy for combating the crimes being committed by residents was the establishment of good applicant screening measures. No one chooses their race, color, national origin, gender, handicap, or parents’ religion, so these and other classes are protected against direct or indirect discrimination. If a person chooses to commit crimes (e.g. sell drugs, engage in prostitution, assault neighbors, commit arson, etc.), that is a different matter. Persons convicted of violent crimes, especially felony crimes, have discovered they have lost many of their rights, such as the right to vote, hold public office, or to possess firearms. They are also denied some employment opportunities, to serve on a jury, and the right to live in the apartment community they prefer. If a prospective renter passes a background check, they should still be required to sign an addendum to their lease, acknowledging they will live a crime free lifestyle while on the premises, such as the restrictions in Drug Free Workplaces and Drug Free School Zones. The Crime Free Lease Addendum stipulates that residents, members of the resident’s household, and any person affiliated with the resident shall not engage in criminal activity on or near the rental property, and if they do they face immediate termination of their lease and eviction court.



bigger profits with “no risk”

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bigger profits with “no risk”

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of offenders, including registered sex offenders. Here are a few free links of many that you may learn about in your training class: (Primarily Clark County, Nevada) (Nevada State Prison Records) (Nationwide Sex Offender Database) (State by State Database) (National Database) Issues regarding what types of criminal convictions and how far back you should go into an applicant’s history are also discussed in length at Crime Free Multi-Housing Program training classes, but ultimately each property management company or property owner determines their own reasonable standards. (Check with your local police to see if and when classes are offered in your area.) The second phase of the Crime Free Multi-Housing Program is intended to reduce the likelihood that random, opportunistic criminals will be attracted to the rental property. The Crime Free Multi-Housing Program has implemented minimum standards regarding the strategies of C.P.T.E.D. (Crime Prevention Through Environmental Design). The third and final phase of the Crime Free Multi-Housing Program involves the residents and Safety Social events that are conducted at the rental property. The Safety Socials demonstrate that Crime

Free Programs are a concerted effort of law enforcement, property management and the residents of rental properties working together to prevent crime. Frequently renters call the police to get a Crime Free Program started, but the rental property owners won’t join the Crime Free Programs, figuring it will cost them too much money. The Crime Free Multi-Housing Program has achieved remarkable success throughout the United States and internationally as well at an average cost of less than $5.00 per rental unit for most apartment communities. Hundreds of independent police department and university studies have documented drops in crime up to 90% in the worst rental properties, and about 25% in some of the better properties that have joined the Crime Free Program.

Frequently renters call the police to get a Crime Free Program started, but the rental property owners won’t join the Crime Free Programs, figuring it will cost them too much money. A-Rated insurance companies have also taken note of the success of the Crime Free Multi-Housing Program and that no certified Crime Free Multi-Housing properties have been successfully sued after almost 17 years. This new risk management partnership between rental properties and insurance companies also provides owners and property management with free resources to move toward their “No Risk” goal. These free services include training, on-site security assessments of the property, a written report with specific observations and recommendations, a customized safety and security manual for the rental office, and free expert witness assistance in the unlikely event that there is a lawsuit for an assaultive crime that is committed on the premises. By avoiding and reducing the risks, not merely transferring them to the insurance company, many owners of rental properties are seeing up to a 40% discount on their insurance premiums. You don’t have to be fully certified in the Crime Free Program to receive credits, and you may not even have to switch from your existing insurance carrier. It’s a win-win for everyone involved! Q

Tim Zehring is the founder of the Crime Free Multi-Housing Program and the International Crime Free Association, Inc. He created the Crime Free Multi-Housing Program in 1992 and began working with various Nevada police agencies in 1994. In July of 2008, he retired after 22 years of service with the Mesa, Arizona Police Department. Now a security consultant and premises liability expert witness, Tim has been enticing national insurance companies to offer large insurance credits to Crime Free members. You can contact Tim at:





PRODUCTS & SERVICES GUIDE ADVERTISING 702 West 2470 Denholme St. Henderson, NV 89044 P: (702) 278-8905 F: (702) 202-4513 Apartment Finder 6330 McLeod Dr. Ste. 5 Las Vegas, NV 89120 P: (702) 604-2351 F: (702) 798-8311 Apartment Guide, The 8298 Arville Street, Suite #104 Las Vegas, NV 89139 P: (702) 939-1494 F: (702) 939-1551 175 W. Jackson Blvd., 8th floor Chicago, IL 60604 P: (312) 601-5391 F: (312) 601-6256 For Rent Media Solutions 5740 S. Arville St., Ste 209 Las Vegas, NV 89118 P: (702) 255-3700 F: (702) 255-4901 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 P: (800) 736-8476 F: (800) 819-5182 APPLIANCES (SALES/RENTAL/PARTS/ REPAIR) Universal Service & Supply 3605 W. Twain Las Vegas, NV 89103 P: (702) 876-0333 F: (702) 876-5994 ASPHALT (PAVING/REPAIR) Lamb Asphalt Maintenance, Inc. 3280 Coleman St. N. Las Vegas, NV 89032 P: (702) 647-1600 F: (702) 647-5969 Stripe-A-Lot 5128 Longridge Avenue Las Vegas, NV 89146 P: (702) 870-3585 F: (702) 870-8784 Sunland Asphalt P.O. Box 50409 Henderson, NV 89016 P: (702) 563-6872 F: (702) 563-6875 ATTORNEYS/LEGAL SERVICES Karsaz & Associates 375 Warm Springs Ave., Ste 104 Las Vegas, NV 89119 P: (702) 952-9321 F: (702) 933-5077

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CHILD ABUSE PREVENTION CAN Prevent Task Force Inc. PO Box 6274 Reno, NV 89513 P: (775) 328-2448

FIRE AND SAFETY Certified Fire Protection 3400 W Desert Inn, Ste 20 Las Vegas, NV 89102-8354 P: (702) 873-5995 F: (702) 251-1972

CLEANING SERVICES Genie Services 4300 N. Pecos Rd. #22 Las Vegas, NV 89115 P: (702) 452-1111 F: (702) 452-1179

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

CLEANING SERVICES (MOLD/DISASTER) Genie Services 4300 N. Pecos Rd. #22 Las Vegas, NV 89115 P: (702) 452-1111 F: (702) 452-1179 Odor Masters 4616 W. Sahara Avenue #178 Las Vegas, NV 89102 P: (702) 253-5030 F: (702) 242-9238 ServiceMaster 1st Response 451 Mirror Court, Suite #105 Henderson, NV 89011 P: (702) 896-4197 F: (702) 896-3559 COLLECTIONS Clark County Collection Service 8860 W. Sunset Road Las Vegas, NV 89148 P: (702) 940-5120 F: (702) 365-7927

FLOORING - COVERING/CARPET Criterion Brock, Inc. 1660 Helm Dr. Ste 1000 Las Vegas, NV 89119-3845 P: (702) 458-6550 F: (702) 458-6584 Sherwin Williams Paint & Floor Covering 7470 S. Dean Martin Drive. #105 Las Vegas, NV 89139 P: (702) 895-8887 F: (702) 895-8892 FURNITURE (RENTAL/SALES) CORT Furniture Rental 6625 Arroyo Springs St. Ste. 130 Las Vegas, NV 89113 P: (702) 822-7368 F: (702) 822-7324 Sundrella Casual Furniture 2740 W. Deer Valley Rd. Phoenix, AZ 85027 P: (702) 369-0878

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

Winston Contract 603 SE Fort King Street Ocala, FL 34471 P: (800) 327-1541 F: (352) 368-2471

COUNTY/CITY OFFICES Constable’s Office Las Vegas Township 309 S. Third Street, P.O. Box 552110 Las Vegas, NV 89155 P: (702) 455-4099 F: (702) 385-2436

HANDYMAN Genie Services 4300 N. Pecos Rd. #22 Las Vegas, NV 89115 P: (702) 452-1111 F: (702) 452-1179

DEVELOPERS (REAL ESTATE) & GENERAL CONTRACTORS Kalb Industries of Nevada Ltd. 5670 Wynn Rd. Las Vegas, NV 89118 P: (702) 365-5252 F: (702) 365-5257

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

Western Pride Construction LLC 3924 Silvestri Lane Las Vegas, NV 89120 P: (702) 362-2800 F: (702) 362-1376 DRYWALL - CONTRACTORS Genie Services 4300 N. Pecos Rd. #22 Las Vegas, NV 89115 P: (702) 452-1111 F: (702) 452-1179 EXERCISE EQUIPMENT Advanced Exercise Equipment 861 SouthPark Dr., Suite #200 Littleton, CO 80120 P: (702) 270-0241 F: (303) 996-0063 Equip Fitness 4760 South Pecos Road, Suite #103 Las Vegas, NV 89121 P: (702) 309-4198 F: (702) 974-0893


INSURANCE CIBA Insurance Services 655 N. Central Ave., Ste. 2100 Glendale, CA 91203 P: (818) 638-8525 F: (818) 638-8551 Kaercher & Associates Insurance Brokerage 2500 N. Buffalo Dr., Ste. 230 Las Vegas, NV 89128 P: (702) 384-2813 F: (702) 304-7860 Renters Legal Liability LLC 466 South 400 East #103 Salt Lake City, UT 84111 P: (801) 994-0237 F: (801) 521-4452 Sterling Grant & Associates, LLC 2200 East Camelback Road, Suite #222 Phoenix, AZ 85016 P: (602) 954-7200 F: (602) 954-9624 Western Risk Insurance 3140 S. Rainbow Blvd., Suite 400 Las Vegas, NV 89146 P: (702) 368-4217 F: (702) 368-4219


INTERNET SERVICES/ACCESS Inspire WiFi 1550 NE Miami Gardens Drive #507 Miami, FL 33179 P: (407) 620-6478 KEY CONTROL/ACCESS MANAGEMENT Able Lock & Key 1913 East Charleston Road Las Vegas, NV 89104 P: (702) 382-2822 HandyTrac, Inc. 510 Staghorn Ct. Alpharetta, GA 30004 P: (678) 990-2305 F: (678) 990-2311 LANDSCAPING Integrated Landscape Management 4555 Dean Martin Drive Las Vegas, NV 89103 P: (702) 283-9904 F: (702) 537-2294 Silver Lands Inc. 2901 S. Highland Drive, Suite 15-A Las Vegas, NV 89109 P: (702) 459-3192 F: (702) 459-4372

ODOR CONTROL Envirosweep, LLC 892 East Sweeping Vine Avenue Las Vegas, NV 89183 P: (702) 738-4247 F: (702) 982-1277

Sherwin Williams Paint & Floor Covering 7470 S. Dean Martin Drive. #105 Las Vegas, NV 89139 P: (702) 895-8887 F: (702) 895-8892

TELECOMMUNICATIONS Cox Communications 121 S. Martin Luther King Blvd. Las Vegas, NV 89106 P: (702) 384-8084 F: (702) 545-2375

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

POOL FURNITURE Total Patio Accessories 3275 S. Jones Blvd., Ste 106 Las Vegas, NV 89146 P: (702) 309-4198 F: (702) 974-0893

TENANT SCREENING First Advantage SafeRent, Inc. 7500 W. Lake Mead Blvd., #9-542 Las Vegas, NV 89128 P: (702) 839-1736 F: (702) 839-1738

OUTDOOR FURNITURE Renu Casual Furniture 975 American Pacific Drive, Suite #105 Henderson, NV 89014 P: (702) 568-9004 F: (702) 568-9007

PROPERTY MANAGEMENT SOFTWARE RealPage Inc. 4000 International Pkwy Carrollton, TX 75007 P: (972) 820-3015 F: (972) 820-3383

TOWING AA Action Towing 3035 Westwood Dr. Las Vegas, NV 89109 P: (702) 737-9100 F: (702) 737-8567

Total Patio Accesories 4760 South Pecos Road, Suite #103 Las Vegas, NV 89121 P: (702) 309-4198 F: (702) 974-0893

REWARDS PROGRAMS Blackledger 12 West 100 North, Suite #100 American Fork, UT 84003 P: (801) 763-9064 F: (801) 437-3686

Expedite Towing 228 W. Owens Ave. N. Las Vegas, NV 89030 P: (702) 633-8850 F: (702) 633-8892

PAINT (SALES/SERVICE) Dunn-Edwards Paints 4300 E. Tropicana Ave Las Vegas, NV 89121 P: (702) 845-7539 F: (702) 243-8131 Empire Community Painting 2756 N. Green Valley Pkwy., Ste. 149 P: (888) 278-8200 F: (702) 939-9940 Genie Services 4300 N. Pecos Rd. #22 Las Vegas, NV 89115 P: (702) 452-1111 F: (702) 452-1179 PPG Pittsburgh Paints 5475 S Valley View Las Vegas, NV 89118 P: (702) 736-2929 F: (702) 736-3151

Worldscape 8410 Eldora, Suite #1003 Las Vegas, NV 89117 P: (702) 871-7027 F: (702) 731-1611 LAUNDRY EQUIPMENT Coinmach Laundry Service 501 North 37th Dr., Suite 102 Phoenix, AZ 85009 P: (602) 722-6959 F: (602) 340-8907 MAINTENANCE SUPPLIES HD Supply 320 Lava Beds Way Las Vegas , NV 89031, 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 Wilmar 4119 Bola Drive North Las Vegas, NV 89032 P: (702) 296-0664 F: (702) 643-5948 MAKE-READY Genie Services 4300 N. Pecos Rd. #22 Las Vegas, NV 89115 P: (702) 452-1111 F: (702) 452-1179

SECURITY DEPOSIT ALTERNATIVES Sure Deposit 293 Eisenhower Pkwy., Ste 320 Livingston, NJ 07039-1783 P: (973) 992-8440 F: (973) 992-8770 SECURITY SERVICES Sky Security Services 2400 S. Cimarron Rd. Ste. 140 Las Vegas, NV 89117 P: (702) 304-2185 F: (702) 304-2184

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 P: (702) 795-1700 F: (702) 367-0945 North Star Towing 2201 N. Commerce North Las Vegas, NV 89030 P: (702) 473-1111 F: (702) 399-3632

SIGNAGE Motivational Systems, Inc. 1120 Palms Airport Drive Las Vegas, NV 89119 P: (702) 310-8501 F: (702) 270-8228

Quality Towing 4100 E. Cheyenne Ave. Las Vegas, NV 89115 P: (702) 649-5711 F: (702) 633-4447

Right-Way Signs 6291 Dean Martin Dr. Las Vegas, NV 89118 P: (702) 260-0374 F: (702) 260-1223

Southern NV Multi-Housing Association - Forms & Publications





5-Day Pay or Quit*** 5-Day Notice Breach of Contract*** 5-Day Unlawful Detainer*** 3-Day Nuisance*** 30-Day No Cause Termination*** 30-Day Notice to Change Terms*** Abandonment*** Security Deposit Disposition Community Inspection*** Notice to Vacate*** Roommate Relinquishment*** Application to Rent Lease*** (Available to Members Only) Lease Renewal*** (Available to Members Only) Move-In Inventory & Condition*** Salary Survey Landlord/Tenant Law Handbook (Members Only) Affidavit of Complaint Instructions to the Constable Order of Summary Eviction

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10.50 10.50 10.50 10.50 10.50 10.50 10.50 10.50 10.50 10.25 14.75 14.75 19.95 10.25 14.75 49.95 129.00

15.50 15.50 15.50 15.50 15.50 15.50 15.50 15.50 15.50 15.50 15.50 NO SALE NO SALE 15.50 19.75 99.90 NO SALE Available at Courthouse Available at Courthouse Available at Courthouse

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Apartment Insight November|December 2009  
Apartment Insight November|December 2009  

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