CoastLINES

http://twitter.com/fcaaonline http://facebook.com/FirstCoastApartmentAssociation

THE OFFICIAL NEWSLETTER OF THE FIRST COAST APARTMENT ASSOCIATION

www.fcaaonline.com March / April 2018

MAYHEM PICTURES PAGE 6-9

PAGE 13

MARCH DINNER MEETING PICTURES PAGE 28

PLUS…

ONLINE PAPERLESS EVICTION PROCESS – Input and Go!

1.800.253.8428

FAX 1.800.367.9038 info@evict.com

EVICT.COM

Serving the Property Management Professional Since 1989 “The hiring of a lawyer is an important decision that should not be based solely on advertising. Before you decide, ask us to send you free written information about our qualifications and experience.” Available by Appointment: 37 N. Orange Avenue, Ste. 500, Orlando, FL 32801 • 17264 San Carlos Blvd., Ste. 308, Fort Myers Beach, FL 33931 – Principal Office

351 NEEDS NEW CARPET. 517 NEEDS A REPAINT. AND 644 NEEDS, WELL, EVERYTHING. ALL YOU NEED IS THIS. We know managing a multifamily community isn’t easy. That’s why we’ve become a trusted partner to so many property managers who demand quality and value. Only Sherwin-Williams offers innovative coatings, flooring, color services, painting equipment and supplies backed by over 3,900 North American stores and 2,200 representatives. So we can help solve your challenges just as quickly as they arise.

Call 800-524-5979 to have a representative contact you or visit sherwin-williams.com ©2014 The Sherwin-Williams Company

No matter the season... @MSupplyHQ

Call 866-630-6747 • Español 888-281-0255 Fax 866-631-6747 • supplyHQ.com

we are always ready to serve you!

OFFICERS SHANNON GREGORY, President WRH Realty Services APRIL HUDSON, President Elect Milestone Management KEN FURTAW, Treasurer WRH Realty Services KATIE WRENN, Immediate Past President Finlay Management MELISSA LOHMEYER, Assoc. Vice President Apartments.com COMMUNITY DIRECTORS BRIAN CRON Oaks at Normandy BRIAN DAVIES WRH Realty Services BETH LAKIN Terraces at Town Center JODY MAYOR Fort Family Investments MICHELLE MURPHY MAA SHARON STEFFEN Mission Springs BRENDA SHERRILL 5 Thousand Town ASSOCIATE DIRECTORS RICK BIERMANN Redi Carpet HOLLY FOX ET&T Distributors JASON FROTTEN HD Supply DUSTIN HAWLEY RentPath JEFF JACKSON Sherwin-Williams TERRI JEFFRIES Cutting Edge Carpet

CoastLINES

CON­TENT

6-9

Maintenance Mania Mayhem Winners & Pics

10

4 Ways that Marketing Automation and Artificial Intelligence Can Help Your Property Thrive

13

Circle of Excellence Tickets Sales

17-20 Industry Resource Guide 22

Legal or Not?

23

2018 Premier Sponsors

24

Want to Retain Employees?

It Starts on Their First Day

26

Who Do You Serve?

The Investor or the Resident?

28

March Dinner Meeting Pictures

31

FCAA Graduates

32

A Quarter Century of the Graphical Web

Calendar of Events!

4/12 FCAA Trade Show 4/18

CAM (DAY 3)

4/19

Lunch N Learn

4/24

Fair Housing Seminar

4/25

CAM (DAY 4)

4/26

EPA Class

DIRECTORS EMERITUS

5/2

CAM (DAY 5)

DARLA ERDELYI Giglio Signs

5/10

Circle of Excellence Awards Ceremony

5/15

Maintenance Hands-On

5/19

Poker Run

5/24

Intro to Leasing Class

GRACE MCCORD J&J Flooring MAINTENANCE LIAISON KRIS MILLERSCHONE Lakeside

JOHN GRAY Restore24 DALE PRITCHARD A Greener Image STEVE THOMAS Maintenance Supply Headquarters ERIN TRIAY ForRent.com JILL WRIGHT Villages of Baymeadows FCAA STAFF LINDSEY McCLAIN Executive Vice President TAYLOR TUCKER Director of Special Events CRYSTAL VERASTEGUI Director of Education & Membership

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

CoastLINES: The Official Publication of

The First Coast Apartment Association 9456 Philips Highway, Suite 4 Jacksonville, Florida 32256 Phone: (904) 292-1345 • Fax: (904) 292-1291 E-Mail: info@fcaaonline.com Website: www.fcaaonline.com Executive Vice President & Editor: Lindsey McClain

MAYHEM

Advertisers: AllWeather Contractors 16 Arbor Contract Carpet 21 Avalon Heating and Air 15 Bluewater Environmental of Florida, Inc. 34 BG Multifamily 14 Cutting Edge Carpet 36 D.M. Koehn Landscaping 34 House of Floors 4 Industry Resource Guide 17-20 Law Offices of Heist, Weisse & Wolk, P.A. 2 Lloyd’s Construction & Consulting, LLC 9 Maintenance Supply Headquarters 3 Mitchell S. Ritchie Attorney at Law 34 NAA Click & Lease 14 Poolsure 35 Purple Heart Pools 27 Sherwin Williams 3 SOFITCO 25 Tobacco-Free St. Johns 29

MARCH / APRIL 2018

5

MAINTENANCE MANIA PICTURES!

COMPETITION WINNERS! Overall Winners!

1st Place

2nd Place

3rd Place

M E H Y A M

Event Sponsors PPG Paint ARD Distributors Sherwin-Williams ASAP Towing & Storage Oak Crest Roofing Cutting Edge Carpet BG Multifamily Zenpura Pest Solutions Creative Multicare, Inc. AllWeather Contractors Career Strategies, Inc. Lifestyle Flooring Extinguisher Services, Inc.

Supporting Sponsors Wilmar All Installation of Jax PoolSure Mister Sparky First Place Fitness Giglio Signs Apartment Fire Extinguisher Services, Inc.

MARCH / APRIL 2018

JONATHAN MONGER

Arelia James Island

JOSE SERRANO

St Johns Pointe

4th Place THOMAS HENSLER

Presenting Sponsors:

6

JIMMY GARCIA

Integra Landing

Lake Lofts

5th Place EMANUAEL MILLS

St. Johns Pointe

Premier Sponsors Sherwin-Williams AllWeather Contractors REDI Carpet House of Floors Performance Roofing ASAP Towing & Storage Roto-Rooter Plumbing Services Steve’s Painting & Maintenance Sweetwater Restoration A Greener Image RentPath Chadwell Supply Arbor Contract Carpet Lloyd’s Construction & Consulting Expressions Carpet & Flooring Creative Multicare HD Supply For Rent Media Solutions Apartments.com Career Strategies Lifestyle Flooring Rolland Reash Plumbing PPG Paints SouthEast Floors Mid Florida Golf Cars Skinner Waste Solutions

AO Smith Water Heater Installation 1st Place

2nd Place

3rd Place

CHRIS POLK Brookwood Club JOSE SERRANO St Johns Pointe EMANUAEL MILLS St. Johns Pointe

Frigidaire Icemaker Installation 1st Place

2nd Place

3rd Place

JONATHAN MONGER Arelia James Island JOSE SERRANO St Johns Pointe JIMMY GARCIA Integra Landing

Race Car Competition 1st Place

2nd Place

3rd Place

James Frangella Peyton Ridge Roberto Reyes-Rodriguez Mission Springs Barry King Grande Court Blanding

Fluidmaster Duo Flush Toilet Conversion 1st Place

2nd Place

3rd Place

JIMMY GARCIA Integra Landing JEFF MASSE Pointe Parc at St. Johns LEE CAUDILL Addison Landing

Kidde Fire & Carbon Monoxide Safety Installation 1st Place

2nd Place

3rd Place

MUSTAFA MARTIN Westland Park Apt JONATHAN MONGER Arelia James Island JOSE SERRANO St Johns Pointe

Seasons Ceiling Fan Installation 1st Place THOMAS HENSLER

Lake Lofts 2nd Place BRIAN BUSSJAGER Sola 3rd Place CHARLES HARDY

Gregory Cove

Smart Comfort Air Conditioner Repair 1st Place

2nd Place

3rd Place

JOSE ALVAREZ Holly Cove JOSE SERRANO St Johns Pointe JIMMY GARCIA Integra Landing

Kwikset Key Control Deadbolt Test 1st Place

2nd Place

3rd Place

JIMMY GARCIA Integra Landing THOMAS HENSLER Lake Lofts EMANUAEL MILLS St. Johns Pointe

MARCH / APRIL 2018

7

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MARCH / APRIL 2018

MARCH / APRIL 2018

9

Ways that Marketing Automation and Artificial Intelligence Can Help Your Property Thrive

By Katie Glaser, ForRent.com

From digital automation to smart home devices and artificial intelligence, the technology landscape is changing at a rapid pace. And while these technologies may seem futuristic, far-fetched, or at minimum, difficult to implement, we were curious about some reasonable and realistic ways that these advanced technologies could benefit apartment communities.

Additionally, innovative systems can be established to take pre-emptive action by “monitor[ing] a nearly infinite amount of website and in-app activity for distress indicators, identifying customers experiencing issues and what those issues are. The system can respond in real-time offering support through FAQs or virtual service agents across platforms and devices.”

During a panel discussion at the 2017 National Multifamily Housing Council OPTECH Conference, Don Davidoff, President of D2 Demand Solutions, shared that in the multifamily housing industry, “services or areas that he views as ripe for technological change [include] service requests, SEO marketing, PPC optimization, email campaigns, customer segmentation, smart home controls, pricing, concierge, call scoring, smart search, parking/security.”

Will AI disrupt multifamily housing? The panel at NMHC proposed that AI may not be a looming threat at all: “Instead of being met with fear or apprehension, multifamily leaders should instead consider the problems they face and then consider whether AI may be a tool that helps them solve that problem.”

Let’s take a deep dive into those areas to see how implementing high tech solutions can help your business thrive.

1

CUSTOMER INTERACTIONS: Integrating Artificial Intelligence In the same panel discussion, Neil Sahota, who works on IBM’s Watson project, explains artificial intelligence (AI) this way: “First, AI learns from experience; second, to some degree, it needs to understand semantics and concepts.”

In your apartment community, AI can be used for prospect inquiries, resident service requests, and even offering an AI concierge.

Increasingly, artificial intelligence is used for customer service interactions, and IBM predicts that “by 2020, 85% of all customer interactions will be handled without a human agent.” With AI-powered messaging apps, you would be providing residents with always-on customer service that responds quickly and reliably.

2

MARKETING: Streamlining With Automation We’ve previously written about how you should use automation in your marketing whenever possible. Whether you’re working on SEO, PPC optimization, or targeted email campaigns, automation has the potential to create marketing touchpoints that are more targeted and more personalized. “In practice, this means the death of the ‘email blast’ and the rise of better segmentation and messaging designed to appeal to specific customer sets,” said Forbes.

Marketing automation is not just for emails or contact lists. It integrates into all marketing channels to create systems for scalability, prioritization and increased effectiveness. “The most effective marketing automation not only collects data from multiple channels, but uses those various channels to send their marketing messages as well.” says Hubspot. “Using behavioral inputs from multiple channels such as social clicks, viewing a pricing page or consuming a particular piece of content gives marketers the context they need to fully understand a lead’s challenges and how to guide them down the funnel.”

Continued on Page 12

10

MARCH / APRIL 2018

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4 Ways that Marketing Automation and Artificial Intelligence Can Help Your Property Thrive

By Katie Glaser, ForRent.com Continued from Page 10

“Without automated marketing, multifamily companies are missing leads and missing the opportunity to keep in touch with prospects,” said NMHC .

3

APARTMENT FACILITIES: Smart Tech Infrastructure In order to stay up to date with any rental trends, you have to start planning now. So if apartment residents of the future are going to expect smarthome technology integrated into their unit, it’s worth considering any future infrastructure you would need, and how you can start to position your community as being on the cutting edge of available technology.

Elements to consider are smart-home controls for within apartments, smart security cameras for public areas, smart parking technology, and more. “Even if apartment owners aren’t sold on adding these technologies now, [businesses are] at least upgrading their properties’ infrastructure with site-wide Internet connectivity and excess wiring,” said Multifamily Executive. “It may seem excessive to install it now, but if this smart home technology trend hits and a property isn’t equipped to handle the update, owners could be losing out to the competition across the street.”

Smart locks and smart thermostats are two examples of early ways to implement smart home technology before it becomes mainstream. Plus, apartment managers are “seeing a quick return on investment” for these items, and one company reports that the ROI for high-tech access management like smart locks is under three years.

4

BUSINESS INTELLIGENCE: Making Data-Based Decisions While “going with your gut” has been a longstanding way to make business decisions, today’s data-rich environment provides an opportunity for a more scientifically structured way to make business decisions.

In an interview with the National Apartment Association, Jay Kenney of Lincoln Property Co. says that in his company, business intelligence “allow[s] you to view the profitability of a property or portfolio of properties. From an executive perspective, you can easily see the outliers, properties that are not hitting their KPIs, and drill into the details to get to the root cause.”

This ability to look at overview analytics and then micro-segmentation can provide useful insights that cannot be gleaned without a rich set of data. Kenney recommends that companies looking to implement a BI program first identify who their power users are. “Those would be the people who are creating their own KPIs and their own business metrics to manage their portfolio of properties,” he says. This gives you an initial baseline so that you can set some companywide standards for which KPIs you’re interested in and how they should be calculated.

Since the intelligence about your business will be gathered and analyzed via a piece of software, it’s critical to choose the best software for your apartment community. MultiFamily Executive provides a list of key software considerations as you begin your journey to making data-based decisions through BI. ForRent.com’s marketing solutions are designed to help your apartment community drive leads, build your brand, and retain residents. Learn more at https://www.forrent.com/solutions/.

About Katie Glaser Katie Glaser has been a marketing communications professional for over 15 years. Specializing in real estate marketing, she has overseen the digital marketing and editorial content initiatives for residential and multifamily property listing sites, Homes.com and ForRent.com. A Virginia Beach local, Katie holds a B.S. Communications degree from Old Dominion University and previously held a Virginia real estate license.

12

MARCH / APRIL 2018

CIRCLE OF EXCELLENCE AWA R D S C E R E M O N Y

WHEN: Thursday, May 12th, 2018 WHERE: The Florida Theatre

TIME:

128 E. Forsyth Street

Cocktail Reception &

Heavy Hors D’Oeuvres: 6:30 pm Ceremony: 8:00 pm

COST:

$60 member ticket $90 non-member ticket

ORDER TICKETS NOW AT FCAAONLINE.COM The Circle of Excellence Awards Ceremony requires advance reservations.

NO TICKETS WILL BE SOLD AT THE DOOR THE NIGHT OF THE EVENT. Circle of Excellence Awards Ceremony - Registration Form Fax to FCAA at (904) 292-1291 or e-mail to info@fcaaonline.com or Return Registration with Payment to: FCAA, 9456 Philips Highway, Suite 4, Jacksonville, FL 32256 Company/Property:_____________________________________________ Name of Person Ordering:________________________________________ Number of Tickets Requested:_____________________________________ Email Address:_________________________________________________ _____________________________________________________________ Phone:________________________________________________________ Fax:__________________________________________________________ FEE: Please Check Box & Return o $____________Check (enclosed) o Invoice o Credit Card Name on Card:_________________________________________________ CC#:_______________________________________________Exp._______ Billing Address:_________________________________________________ _____________________________________________________________

DIRECTIONS: The Florida Theatre 128 E. Forsyth Street Jacksonville, Florida 32202 From Jacksonville’s Northside, Amelia Island, and Georgia Take I-95 south to the Union Street exit, then go east 12 blocks to Newnan Street. Turn right, then go eight blocks to the corner of Forsyth Street. The Theatre is right in front of you.

From Jacksonville’s Westside Take I-10 east to I-95 north. Use the Forsyth Street exit; follow Forsyth for 15 blocks to the Theatre. Alternately, take the Union Street exit and follow the directions as from the Northside.

From Arlington Take the Arlington Expressway across the Matthews Bridge. At the end of the Matthews expressway, turn left at the third stoplight onto Newnan Street.

Go eight blocks to the corner of Forsyth Street. The Theatre is right in front of you.

From Jacksonville’s Southside and St. Augustine Take I-95 north to the “Downtown” exit, and use one of the right two lanes to cross the Main Street Bridge (the blue drawbridge).

Both lanes of the bridge continue onto Ocean Street at its foot; go one block to Forsyth Street and turn right. Half a block down, you’re in front of the Theatre.

Signature:_____________________________________________________

MARCH / APRIL 2018

13

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THE OFFICIAL RESOURCE GUIDE OF THE FIRST COAST APARTMENT ASSOCIATION

www.fcaaonline.com

twitter.com/fcaaonline facebook.com/FirstCoastApartment Association MARCH / APRIL 2018

17

INDUSTRY ACCESS/CONTROL GATES Access Control Systems ...........................(904) 570-1695 Frattle Stairs and Rails.............................(904) 384-3495 ADVERTISING AGENCY mbpr .......................................................(904) 424-6641 JOE Design, Inc.........................................(904) 501-9526 ADVERTISING Apartment Finder....................................(904) 464-0709 Apartments.com...................................(904) 778-5118 ForRent.com.........................................(904) 296-7171 JOE Design, Inc.........................................(904) 501-9526 RentJax.com...................................................(904) 701-0302 RentPath................................................................(904) 262-0863 Zillow Rental Network................................ (541) 350-3620 AD TRACKING Apartment List......................................(985) 640-7703 ForRent.com.........................................(904) 296-7171 AIR CONDITIONING CONTRACTORS AllWeather Contractors.......................(904) 781-7060 Avalon Heating and Air............................(904) 245-1818 David Gray Plumbing, Heating & Air........(904) 724-7211 Homee On Demand..................................(904) 705-4575 InVent, Inc................................................(904) 228-2263 AIR CONDITIONING EQUIPMENT AllWeather Contractors.......................(904)-781-7060 Avalon Heating and Air............................(904) 245-1818 ARD Distributors, Inc................................(800) 654-7721 Chadwell Supply, Inc................................... (888) 341-2423 HD Supply....................................................... (800) 431-3000 InVent, Inc................................................(904) 228-2263 Maintenance Supply Headquarters..........(866) 630-6747 Marcone Supply.......................................(314) 241-1946 Rapco Supply...........................................(407) 933-4102 Wilmar Supply.........................................(800) 345-3000 ALARM SYSTEMS Agent Fire LLC..........................................(904) 687-3876 ANSWERING SERVICE/ON HOLD MESSAGING Audio Images...........................................(904) 247-8600 APARTMENT LOCATORS Apartment Finder....................................(904) 464-0709 Apartments.com...................................(904) 778-5118 ForRent.com.........................................(904) 296-7171 RentJax.com...................................................(904) 701-0302 RentPath................................................(904) 262-0863 APPLIANCES ARD Distributors, Inc................................(800) 654-7721 Chadwell Supply, Inc................................(888) 341-2423 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters..........(866) 630-6747 Wilmar Supply.........................................(800) 345-3000 APPLIANCES (LEASING) Azuma Leasing.........................................(800) 707-1188 APPLIANCE PARTS Chadwell Supply, Inc................................(888) 341-2423 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters..........(866) 630-6747 Marcone Supply.......................................(314) 241-1946 Rapco Supply...........................................(407) 933-4102 APPRAISAL SERVICES Complete General Contractors .................(850)-932-8720 AQUATIC MAINTENANCE BlueWater Environmental of FL...............(904) 880-1817 OneSource Water......................................(904) 638-2941

18 18

MARCH / APRIL 2018

RESOURCE

GUIDE

BANKING SERVICES Colliers International Northeast Florida ..(904) 861-1101 BATH & KITCHEN REFINISHING/REPAIRS AllWeather Contractors.......................(904) 379-4614 Carter & Associates of NE FL.....................(904) 730-7440 Creative Multi Care, Inc. .........................(904) 384-1047 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Paul Davis Restoration of North Florida ...(904) 739-6047 Restore24.................................................(904) 737-8673 Contractors, LLC......................................(904) 219-9447 Steve’s Painting & Maintenance.............. (904) 332-6805 BIOHAZARD WASTE CLEANUP Baxter Restoration...................................(904) 662-0675 Bio-One....................................................(904) 910-8558 PuroClean.................................................(904) 716-6716 BROKERAGE Colliers International Northeast Florida...(904) 861-1101 CABINET REFACING Northern Contours ..................................(904) 449-4527 CABINETS AllWeather Contractors.......................(904) 379-4614 Central Renovation Solutions ..................(469)-567-2400 Chadwell Supply, Inc................................(888) 341-2423 CRS Cabinets ...........................................(469) 567-2400 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters..........(866) 630-6747 Oxley Cabinet Warehouse Inc...................(904) 981-3011 Paul Davis Restoration of North Florida ...(904) 739-6047 Steve’s Painting & Maintenance.............. (904) 332-6805 CARPET CLEANING, DYEING, RESTORATION Aqua Restorations....................................(904) 683-6982 Baxter Restoration...................................(904) 662-0675 Creative Multi Care, Inc. .........................(904) 384-1047 MM Turnkey Services ...............................(904) 998-3608 Paul Davis Restoration of North Florida ...(904) 739-6047 Restore24.................................................(904) 737-8673 Steve’s Painting & Maintenance.............. (904) 332-6805 CEILING FANS Chadwell Supply, Inc................................(888) 341-2423 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters..........(866) 630-6747 Wilmar Supply.........................................(800) 345-3000 CERAMIC TILES AllWeather Contractors.......................(904) 379-4614 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Rolland Reash Plumbing..........................(904) 260-7059 Steve’s Painting & Maintenance.............. (904) 332-6805 CLEANING SERVICE AllWeather Contractors.......................(904) 379-4614 All Renew Services, LLC............................(904) 386-1762 Jean’s Maid Services.................................(904) 463-5704 Paul Davis Restoration of North Florida ...(904) 739-6047 Precision Cleaning Services .....................(904) 440-57 18 Restore24.................................................(904) 737-8673 Two Girls and a Sponge............................(904) 502-1460 You Got It Maid Cleaning Service.............(904) 290-1250 COLLECTIONS Arial Business Services Inc.......................(877) 231-6410 National Credit Systems...........................(407) 574-4927 NCC Business Services..............................(904) 733-3033 Professional Debt Mediation....................(904) 398-0286 COMMUNICATIONS TextBox ...................................................(850) 205-1111 CONCIERGE SERVICE Slingshot Life...........................................(251) 406-9257

CONCRETE REPAIRS AllWeather Contractors.......................(904) 379-4614 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Paul Davis Restoration of North Florida ...(904) 739-6047 Precision Sidewalk Safety Corp................(352) 401-9090 Rescue Construction Solutions, Inc...........(919) 615-1759 SweetWater Restoration.....................(904) 880-1919 COUNTERTOPS AllWeather Contractors.......................(904) 379-4614 Central Renovation Solutions ..................(469)-567-2400 CRS Cabinets ...........................................(469) 567-2400 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Oxley Cabinet Warehouse Inc...................(904) 693-5554 Paul Davis Restoration of North Florida ...(904) 739-6047 Steve’s Painting & Maintenance.............. (904) 332-6805 CREDIT CARD PROCESSING RentPaidOnline........................................(904) 599-2794 Three Rivers Consulting Inc. ....................(855) 677-4048 CRIME-SCENE CLEANUP Bio-One....................................................(904) 910-8558 DESIGN/GRAPHICS JOE Design, Inc.........................................(904) 501-9526 DISC JOCKEY DJ Mario Entertainment...........................(904) 655-2518 DOG PARKS ET&T Distributors.....................................(888) 642-2226 Rescue Construction Solutions, Inc...........(919) 615-1759 DRY WALL REPAIR All Installation of Jax, Inc.........................(904) 514-8750 All Renew Services, LLC............................(904) 386-1762 AllWeather Contractors.......................(904) 379-4614 Carter & Associates of NE FL.....................(904) 730-7440 Creative Multi Care, Inc. .........................(904) 384-1047 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Paul Davis Restoration of North Florida ...(904) 739-6047 Restore24.................................................(904) 737-8673 Rolland Reash Plumbing........................(904) 260-7059 Steve’s Painting & Maintenance.............. (904) 332-6805 SweetWater Restoration.....................(904) 880-1919 DRYER VENT CLEANING Jax Elite Home Services ...........................(904) 484-8288 Window Gang..........................................(904) 262-7300 ELECTRICAL CONTRACTORS Homee On Demand..................................(904) 705-4575 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 EMERGENCY RESPONSE Baxter Restoration...................................(904) 662-0675 Paul Davis Restoration of North Florida ...(904) 445-0210 PuroClean.................................................(904) 716-6716 Restore24 ................................................(904) 737-8673 EQUIPMENT RENTAL Compact Power Equipment Rental ..........(904) 451-7585 EVICTION SERVICES Click Notices.............................................(443) 878-1500 Dale G. Westling, Sr., P.A...........................(904) 356-2341 Law Offices of Heist, Weisse & Wolk...........(800) 253-8428 Mitchell Ritchie........................................(904) 387-6100 FENCING/STAIR/RAIL INSTALLATION & REPAIR AllWeather Contractors.......................(904) 379-4614 Frattle Stairs and Rails.............................(904) 384-3495 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Rescue Construction Solutions, Inc...........(919) 615-1759 FIBER CEMENT SIDING Lloyd’s Construction & Consulting, LLC ..(904) 683-4468

INDUSTRY FIRE & SAFETY EQUIPMENT Agent Fire LLC..........................................(904) 687-3876 Aegis Fire & Integrated Services...............(904) 233-7930 Apartment Fire Extinguisher Service............... (904) 398-2030 Boyle Hydrant & Utilities..........................(904) 386-2881 Cintas Fire Protection...............................(904) 562-7000 Cox Fire Protection...................................(904) 781-8227 First Coast Fire & Safety...........................(904) 346-0111 Pye-Barker Fire & Safety, Inc. ..................(904) 553-4222 Wayne Automatic Fire Sprinklers.............(904) 268-3030 FIRE HYDRANT SERVICE Boyle Hydrant & Utilities..........................(904) 386-2881 FIRE RESTORATION AllWeather Contractors.......................(904) 379-4614 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Paul Davis Restoration of North Florida ...(904) 445-0210 Restore24 ................................................(904) 737-8673 Steve’s Painting & Maintenance.............. (904) 332-6805 SweetWater Restoration.....................(904) 880-1919 FITNESS & EXERCISE EQUIPMENT Advantage Sport & Fitness, Inc................(904) 437-6343 First Place Fitness Equipment...................(904) 998-0738 Fitness Pro ...............................................(850) 523-8882 SOFITCO....................................................(850) 259-5946 FLOORING Arbor Contract Carpet............................(904) 781-2003 Cutting Edge Carpet.................................(904) 475-9300 Expressions Carpet and Flooring.........(904) 739-2885 House of Floors.....................................(904) 262-6989 Integrity Restoration................................(904) 644-7878 J+J Flooring Group .................................(800) 241-4586 Lifestyle Flooring...................................(877) 383-1062 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Mohawk Industries..................................(321) 287-3572 Redi Carpet............................................(904) 781-4300 Sherwin Williams.................................(904) 448-8109 Southeast Floors ................................(407) 888-8008 FOUNTAINS BlueWater Environmental of FL...............(904) 880-1817 FURNITURE Cort Furniture Rental...............................(904) 396-9000 Southern Furniture Leasing......................(866) 736-8481 GENERAL CONTRACTORS AAPCO Florida..........................................(800) 728-2690 AllWeather Contractors.......................(904) 379-4614 Baxter Restoration...................................(904) 662-0675 Building Innovations ...............................(904) 400-0421 Coastal Reconstruction Group, Inc. .........(407)-644-1800 Complete General Contractors .................(850) 932-8720 FSI Construction.......................................(904) 703-3762 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Paul Davis Restoration of North Florida ...(904) 739-6047 PuroClean.................................................(904) 716-6716 Rescue Construction Solutions, Inc...........(919) 615-1759 SweetWater Restoration.....................(904) 880-1919 GOLF CARTS Mid Florida Golf Cars..........................(800) 803-8420 GUTTER INSTALLATION AND SERVICES AAPCO Florida..........................................(800) 728-2690 AllWeather Contractors.......................(904) 379-4614 Jax Elite Home Services ...........................(904) 484-8288 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Rescue Construction Solutions, Inc...........(919) 615-1759 Window Gang..........................................(904) 262-7300

RESOURCE

HOUSEWARES Cort Furniture Rental...............................(904) 396-9000 Southern Furniture Leasing......................(866) 736-8481 HOARDING SERVICES Bio-One....................................................(904) 910-8558 INSURANCE Brown & Brown Insurance.......................(904) 565-8304 Roderick Crabbe Insurance, Inc................(904) 215-2121 INTERNET SERVICES Apartment Finder....................................(904) 464-0709 Apartments.com..............................................(904) 778-5118 ForRent.com.........................................(904) 296-7171 RentPath................................................................(904) 262-0863 IRRIGATION DM Koehn Landscaping...........................(904) 716-0683 Duval Landscape Maintenance.................(904) 233-3388 Trimac Outdoor........................................(904) 589-8768 JANITORIAL SUPPLIES Chadwell Supply, Inc................................(888) 341-2423 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters..........(866) 630-6747 Wilmar Supply.........................................(800) 345-3000 LAKE MAINTENANCE BlueWater Environmental of FL...............(904) 880-1817 LANDSCAPE MAINTENANCE Ameriscapes Landscape Management.......(443) 878-1500 Beach River Landscapes ............................(904) 962-8721 Core Outdoor, Inc .......................................(904) 215-6866 Davey Commercial Grounds Maintenance......(904) 768-8733 DM Koehn Landscaping...........................(904) 716-0683 Duval Landscape Maintenance.................(904) 233-3388 Landscape Professionals..........................(904) 880-6165 Mulch Masters, LLC ..................................(904) 727-1100 TLC Total Lawn Care..................................(904) 699-0046 Trimac Outdoor........................................(904) 589-8768 ValleyCrest Landscape Companies...........(904) 292-0716 Yellowstone Landscape............................(904) 268.2626 LAUNDRY SERVICE & EQUIPMENT CSC Service Works....................................(321) 696-1241 Southeastern Laundry .............................(904) 524-0088 Washco Laundry Equipment....................(904) 724-2622 LEAK DETECTION American Leak Detection.........................(904) 519-5700 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 LEGAL SERVICES Click Notices.............................................(443) 878-1500 Dale G. Westling, Sr., P.A...........................(904) 356-2341

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

GUIDE

MARKETING Apartment Finder....................................(904) 464-0709 ForRent.com.........................................(904) 296-7171 JOE Design, Inc.........................................(904) 501-9526 mbpr .......................................................(904) 424-6641 RentPath................................................................(904) 262-0863 MARKETING & TEXT SERVICES TextBox ...................................................(850) 205-1111 MOLD REMEDIATION Baxter Restoration...................................(904) 662-0675 Coastal Reconstruction Group, Inc. .........(407)-644-1800 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Paul Davis Restoration of North Florida ...(904) 445-0210 Property360, LLC......................................(855) 932-3784 PuroClean.................................................(904) 716-6716 Restore24 ................................................(904) 737-8673 SweetWater Restoration.....................(904) 880-1919 MOSQUITO CONTROL BlueWater Environmental of FL...............(904) 880-1817 NEWSLETTERS / RESIDENT NEWS Resident News.........................................(800) 961-1916 ODOR ELIMINATION Paul Davis Restoration of North Florida ...(904) 739-6047 PAINT SUPPLIES Ace Painting ............................................(904) 714-3717 BLP Mobile Paints....................................(904) 355-5678 Florida Paints...........................................(904) 385-9242 PPG Paints..............................................(904) 737-6474 Sherwin Williams.................................(904) 448-8109 PAINTING CONTRACTORS AAPCO Florida..........................................(800) 728-2690 Ace Painting ............................................(904) 714-3717 All Installation of Jax, Inc.........................(904) 514-8750 AllWeather Contractors.......................(904) 379-4614 Carter & Associates of NE FL.....................(904) 730-7440 Creative Multi Care, Inc. .........................(904) 384-1047 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 MM Turnkey Services ...............................(904) 998-3608 Paul Davis Restoration of North Florida ...(904) 739-6047 Precision Cleaning Services .....................(904) 440-5718 Restore24.................................................(904) 737-8673 Rescue Construction Solutions, Inc...........(919) 615-1759 Steve’s Painting & Maintenance.............. (904) 332-6805 SweetWater Restoration.....................(904) 880-1919 PARKING LOT MAINTENANCE Duval Asphalt...........................................(904) 296-2020 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Rescue Construction Solutions, Inc...........(919) 615-1759 PET WASTE STATIONS ET&T Distributors.....................................(888) 642-2226 First Coast Scoopers.................................(904) 338-4236 PEST CONTROL/TERMITES A Greener Image.....................................(904) 739-8090 A.R.T Pest Control.....................................(888) 926-6488 DM Koehn Landscaping...........................(904) 716-0683 Massey Services Inc..................................(800) 881-8861 Property360, LLC......................................(855) 932-3784 Terminix...................................................(904) 945-4788 Zenpura Pest Solutions............................(904) 257-0090 MARCH / APRIL 2018

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INDUSTRY PHOTOGRAPHY Art & Alex Photography...........................(904) 273-4442 PLAYGROUNDS ET&T Distributors.....................................(888) 642-2226 PLUMBERS AllWeather Contractors.......................(904) 379-4614 David Gray Plumbing, Heating & Air........(904) 724-7211 Homee On Demand..................................(904) 705-4575 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Rolland Reash Plumbing.......................(904) 260-7059 Roto-Rooter...........................................(904) 354-7321 PLUMBING SUPPLIES Moen Inc.................................................. (407) 340-3249 POOL & PATIO FURNITURE Admiral Outdoor Furniture.......................(800) 999-2589 ET&T Distributors.....................................(888) 642-2226 Frattle Stairs and Rails.............................(904) 384-3495 Horizon Casual, Inc...................................(866) 657-8731 Taylor & Associates Pool and Patio Furniture, Inc. ...............................................................(855) 734-3580 POOL SERVICE, REPAIRS & RENOVATIONS ASP of Jax America’s Swimming Pool Co. .(904) 710-4204 Henderson Pool Services, Inc. ..................(904) 241-7665 Poolsure...................................................(800) 858-7665 Rolland Reash Plumbing.......................(904) 260-7059 BAP Pools.................................................(904) 614-1879 POOL SUPPLIES Chadwell Supply, Inc................................(888) 341-2423 Henderson Pool Services, Inc. ..................(904) 241-7665 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters..........(866) 630-6747 Poolsure...................................................(800) 858-7665 Professional Pool Care..............................(904) 312-4828 POWDER COATING Frattle Stairs and Rails.............................(904) 384-3495 PRESSURE WASHING AAPCO Florida..........................................(800) 728-2690 AllWeather Contractors.......................(904) 379-4614 American Softwash..................................(386) 761-2987 Jax Elite Home Services ...........................(904) 484-8288 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Rescue Construction Solutions, Inc...........(919) 615-1759 Window Gang..........................................(904) 262-7300 Window Washing & Pressure Washing.....(904) 885-7840 PRINTING JOE Design, Inc.........................................(904) 501-9526 PROPERTY MANAGEMENT SOFTWARE Property Solutions International, Inc. ............. (801) 375-5522 PUBLIC RELATIONS mbpr .......................................................(904) 424-6641 PUMPS Rolland Reash Plumbing .........................(904) 260-7059 Weeks Utility Service, Inc.........................(904) 726-5869 REALTOR SERVICES Florida Homes Realty & Mortgage ..........(904) 732-7053 RECRUITMENT, JOB LISTINGS MSB Resources.........................................(215) 661-8834 RECYCLING City Recycling Group ...............................(866) 732-5559 Conex Recycling.......................................(866) 879-2663 Residential Disposal Services, LLC ...........(904) 226-5191 Waste Management.................................(904) 370-1907

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RPaul Davis E Restoration S Oof North UFlorida R...(904) C 739-6047 E GUIDE RENOVATIONS AAPCO Florida..........................................(800) 728-2690 AllWeather Contractors.......................(904) 379-4614 Integrity Restoration................................(904) 644-7878 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Paul Davis Restoration of North Florida ...(904) 739-6047 Rescue Construction Solutions, Inc...........(919) 615-1759 SweetWater Restoration.....................(904) 880-1919 RENTAL RELOCATION Apartment Finder....................................(904) 464-0709 Apartments.com.....................................(904) 778-5118 ForRent.com.........................................(904) 296-7171 RentPath..................................................(904) 262-0863 RESEARCH/PLANNING Real Data.................................................(704) 369-2345 RESTORATION/REHAB AllWeather Contractors.......................(904) 379-4614 Aqua Restorations....................................(904) 683-6982 AAPCO Florida..........................................(800) 728-2690 Coastal Reconstruction Group, Inc. .........(407)-644-1800 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Oxbuilt Construction................................(678) 702-7308 Paul Davis Restoration of North Florida ...(904) 739-6047 Moen Inc..................................................(407) 340-3249 SweetWater Restoration.....................(904) 880-1919 ROOFING AAPCO Florida..........................................(800) 728-2690 All Pro Roofing.........................................(904) 337-1082 AllWeather Contractors.......................(904) 379-4614 Oak Crest Roofing.....................................(913) 205-6849 Paul Davis Restoration of North Florida....(904) 739-6047 Performance Roofing..........................(904) 224-3628 Rescue Construction Solutions, Inc...........(919) 615-1759 SRG Roofing.............................................(904) 377-0866 Superior Roofing & Restoration, Inc.........(904) 250-5053 SweetWater Restoration.....................(904) 880-1919 Tillman Building Services.........................(904) 845-8280 SECURE ON-LINE RENTAL PAY RentPaidOnline........................................(904) 599-2794 SECURITY, COURTESY OFFICER Arrow Security.........................................(904) 945-2769 S3 Security ..............................................(904) 449-6104 SIDING AAPCO Florida..........................................(800) 728-2690 AllWeather Contractors.......................(904) 379-4614 Lloyd’s Construction & Consulting, LLC ..(904) 683-4468 Rescue Construction Solutions, Inc...........(919) 615-1759 SIGNS, BANNERS & FLAGS Giglio Signs..............................................(904) 396-9046 STAFFING Apartner..................................................(904) 537-7494 BG Staffing ..............................................(904) 224-5000 MSB Resources.........................................(215) 661-8834 Career Strategies....................................(904) 757-3456 TOWING Adkison Towing........................................(904) 260-3000 ASAP Towing & Storage Co., Inc.................(904) 771-7111 Sky Towing and Recovery.........................(904) 695-0202

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

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

MARCH / APRIL 2018

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LEGAL OR NOT?

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

In January we filed an eviction, and the resident filed an answer requesting that our case be dismissed. Her only defense to the eviction is that she has a receipt from our assistant community manager which notes, “January Rent”. The resident had not paid December rent and came in first thing in the morning on January 4 and gave the assistant community manager a check telling her it was for January rent. The following day, I posted the payment to December, and the computer then showed a balance due for January rent plus some late fees. We then prepared a 3-day notice and posted it on the premises, as her January rent was late on the 2nd according to our lease. The 3-day notice referenced, “January rent $695.00”. This resident attached with her response to the court the receipt our assistant community manager gave her, has not deposited any money into the court registry, and is claiming we cannot evict her for nonpayment of January rent because of the receipt. We feel like we are being ripped off. Will this delinquent resident prevail in court?

There is a substantial risk that you can lose the eviction case based on the receipt which was given to the resident by the assistant community manager, particularly in conjunction with the way rent was demanded on the 3-day notice. An experienced eviction attorney will argue that a month’s rent was due and owing when the 3-day notice was served, but the inaccurate receipt given will still be problematic. You cannot evict a resident for not paying January rent, if the resident in fact paid January rent, and the receipt indicates this clearly in writing, even though both you and the resident know this is not the full story. Unfortunately, errors like this often lead to a judge denying an eviction. In the future, you may wish to limit extra details like this on the receipt and on your 3-day notices. Simply listing on the receipt that $695.00 was accepted would have been sufficient. By getting specific, it creates the opportunity for confusion and mistakes, which now your resident is trying to exploit. It is also crucial to write the receipt out clearly and spell out the amount received and the check or money order number, and the manner in which payment was received.

Residents have been known to forge receipts, and occasionally the receipt in the resident’s possession is the only one in existence. Always use a receipt book for which a numbered carbon copy can be retained.

Our resident Debbie walked into our management office and handed us a “Temporary Injunction for Protection against Repeat Violence”. It stated that Debbie’s roommate, Gregory, the other resident listed on the lease, is not to have any contact with Debbie and is to stay at least 500 feet away from her, her car, and her home at all times, or be subject to arrest. Debbie informed us that Gregory has physically harmed her and continues to threaten her, forcing her to attend court and obtain the injunction, as she was in fear for her life. As a result, Debbie requested that we change the locks on the apartment to deny Gregory access. We are not sure if we should do that. Also, if we change the locks, and Gregory enters the management office asking for a key to the apartment home, should we provide it to him?

Continued on Page 30

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MARCH / APRIL 2018

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Want to Retain Employees? It Starts on Their First Day

By Les Shaver, NAA Onboarding plays a surprisingly pivotal role in a staffer’s job satisfaction. Find out how to make your process a success.

Having a problem keeping onsite or corporate staffers in the job? Jared Miller, Principal & Managing Director, Asset Management & Operations at Homestead Development Partners, says the problems could start on an employee’s first day.

Whether it is not having their computers set up, finding their desk lacking basic office supplies or not getting a chance to meet their coworkers, 54 percent of all new hires reported a “mishap” on their first day, according to Miller.

“The first day sets the tone for everything moving forward,” Miller said at CampusConnex in Orlando.

Even more startling, 4 percent of new hires leave the job after an awful experience on their first day.

Tammy Chivers Baker, Talent Development Consultant for TCB Talent Solutions, agrees. “Employee satisfaction is linked to them leaving that first day feeling like they made an impact,” she says.

Part of the problem is perception, according to Miller. While companies may perceive their onboarding process one way, a team member’s actual experience could be something completely different.

Citing a survey from Bamboo Human Resources, Kara Rice, Owner of Experiment Learning & Talent Development, says that employers lose one of every six hires in the first 90 days. More than 32 percent of those new hires say they barely received any onboarding, or none at all.

One way to fix that is to develop a stakeholder—a person on the team who coordinates with IT, the office manager and anyone that else that touches an employee’s first day.

“Somebody needs to take responsibility for contacting all of the people involved in the onboarding process and coordinating the process,” Rice says.

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A big part of success is introducing new employees to people throughout the organization early on. Let them meet other people, make connections and develop friendships. That increases their chances of staying, according to Rice.

“We want them to stay as long as possible so we don’t have to go through the hiring process again,” she says. Successful orientations can extend beyond the first day.

“Some companies have week-long orientations to get people jazzed up about working for them,” Baker says. Baker says employers should either start a new-hire early on their first day or wait a few hours after the workday begins. “If you cannot start early, start later to give yourself a chance to get work done before they [the new hire] come in,” she says.

It is also a good idea to start on a Wednesday or Thursday. And when they start, someone should be at the front door to greet them.

Some firms employ creative onboarding process, such as connecting all new team members via social media or video chat.

“Some companies hold scavenger hunts where new team members get a list of questions and have to seek out people to get answers,” Baker says.

Gifts can also make people feel welcome. Miller pointed out the “swag” he received earlier at his career at Red Peak in Denver, while Baker pointed to an even more inventive approach.

“At one company, after the first week, they present the new hire with a gift to give to a confidante that helped with their job search,” Baker says.

Baker advises company’s to also make a list of small, manageable goals for the new employee to accomplish early on.

“Also, remember to check in when they leave at the end of the first day,” she says.

JANUARY / FEBRUARY 2018

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Who Do You Serve?

The Investor or the Resident?

By Petra Marquart, Author and Customer-Service Expert

Have you ever asked someone an either-or question and had them answer: Yes? For instance: Would you like to go to a movie or out to dinner for your birthday?

Their response: Yes! Most of the time this is playful with the implication being “I would like them both!” But it makes it hard for the person doing the planning when you can’t do both so you need to choose.

The same is true for the property management professional: Do I serve the investor or the resident first? To whom do I remain loyal?

For example, a resident tells you they need new carpeting. They’ve lived in the apartment for several years and the carpet was quite worn when they moved in. Now they have a baby and they’re concerned about the baby crawling on carpet that’s thread bare and stained in several spots.

But, you also know that the property has just gone through a rough patch financially with several high-end repairs and replacements. The investors added capital funds to cover the costs but right now the budget is dry.

What do you do?

Many times, the on-site team finds it challenging to deliver bad news to the residents they see and live with every day.

It’s hard when you know the woman with the new baby struggled through her pregnancy and you agree that the carpet is old and worn.

But you also know that the owners have done everything in their power to maintain the property well and going to them to ask for more money now just doesn’t seem fair.

Every person who has ever worked and lived on site knows how hard this can be. On one side someone is pleading: “I need new carpet!” and on the other, someone is lamenting: “We can’t afford it!” And guess who’s caught in the middle!

As hard as that dynamic can be, there is no question your loyalty belongs to the investor.

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Does this mean that you don’t ever fight for your residents?

No! That’s part of your job. You need to bring issues and ideas to the investors telling them - from your professional opinion - what may or may not help their investment grow. You are their eyes and ears on the ground and you are the closest to the customer.

However, once you have gone to the mat to argue for something that you think will matter to the resident and the answer is “no,” then you have to represent the decision in such a way that shines the best light on the decision makers.

The choice is yours. Once the decision has been made – whether you agree with it or not – it’s up to you to represent the decision in a positive way.

Responding to the resident with: “Mary, I regret to say we aren’t able to replace your carpet at this time but we can take a look at it again in 6 months…” is far different from “They said no! It doesn’t surprise me! I don’t blame you if you want to move out.”

Many times, the negative message isn’t as direct as that but through your tone of voice or facial expressions - like the rolling of eyes – the resident gets the message loud and clear!

You might think you’re bonding with the resident when you negatively share information that will disappoint them. But what you’re really doing is shining a bad light on the entire organization and, in the end, no one wins.

The property management professional serves the investor through serving the resident. But when conflicts arise, loyalty to the organization and its investors are representative of your level of professionalism and your understanding of exactly how the multi-housing business runs.

Petra Marquart, CAM, is an international keynote speaker and author of the best seller, The Power of Service: Keeping Customers for Life. For 16 years, she managed over 1,100 apartment units within 21 properties and now owns rental property in Santa Fe, New Mexico. She wrote the ‘Management’ section for Minnesota Multi Housing’s Certified Resident Manager (CRM) program and ‘Introduction to Property Management’ for Hennepin Technical College’s Associates Degree. She has a BA in Communication.

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PROJECT: Service A Swimming Pool For Opening Or Closing AFTER

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MARCH / APRIL 2018

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29

LEGAL OR NOT?

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

Continued from Page 22

Injunctions and restraining orders are court orders prohibiting a party from a specific course of action. As a property manager, you have nothing to do with this conflict, other than the fact that you are renting an apartment home to both parties. While we recommend that you call your attorney in each situation, we generally advise that your company not change the locks. By doing so, you are denying access to one of your residents, which could be considered a prohibited practice. If the person obtaining the injunction changes the locks on her own, and provides your office with a key, we do not believe you have an obligation to provide the other roommate with key access, and in fact recommend against doing so in this type of situation.

Four months ago our office processed an application, approved the applicant, and our new resident moved into the apartment. A few days ago, we received information that our resident had been evicted before. We verified this information by phoning the previous apartment community that was listed on the eviction complaint. That property manager confirmed that she had filed an eviction on the resident, but the resident had vacated the premises prior to the eviction being completed. We ask the question on our application, “Have you ever been evicted?”, and the resident answered, “No”. Can we evict this resident for misrepresentation on the application?

You have neglected to ask the correct question on your application. Most eviction filings do not actually result in the resident being evicted. Most residents vacate prior to being forcibly evicted by the sheriff from the premises; the property manager notifies the attorney that the resident has in fact vacated, and the eviction does not continue. If this occurs, an applicant arguably can answer without being dishonest that she has not been evicted.

The right question to ask is, “Have you ever had an eviction action filed against you?” This question is much more inclusive, and if the resident answered, “No” to this, it would have allowed you to evict based upon the resident giving false or misleading information, if this right was preserved on the application or lease. Our office views high numbers of applications where blanks are not filled in, information is illegible, phone numbers turn out to be disconnected, and yet applications are approved. An applicant who is desperate to move into your apartment community will intentionally misrepresent, omit or distort information.

A property manager needs to carefully review an application before accepting an applicant.

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MARCH / APRIL 2018

FCAA GRADUATES CAM

(Certified Apartment Manager) Tanya Chinn Elissa Gonzales Deshai Robinson Rafael Salgado

Eastport Apartments Arium Deerwood The Strand Park Place

CAMT

(Certificate for Apartment Maintenance Technician) Dale Fuller Mike Garcia Joe Glover John Higgins Thomas Keyes Jason Lamia Abdiel Perez Corey Platts Dwayne Richie Sidney Seals Vadim Shegelski

Sable Palms Broxton Bay Lindsey Terrace Arbors at Orange Park The Dunes Cabana Club Grande Court Canopy Place Palm Bay Club Landmark at Crescent Ridge Lofts at LaVilla

CAS

(Certified Apartment Supplier)

Scott Boyce

MARCH / APRIL 2018

31

PERSONAL COMPUTING:

A Quarter Century of the Graphical Web

By Reid Goldsborough

Twenty-five years ago, the world as we know it changed. In 1993 Mosaic was released.

This was the first useful, and first widely used, program that let people more easily navigate this newfangled Internet service called the World Wide Web. Most important, you could see images on the same page as text. This caused the Web to explode in popularity.

Mosaic was developed by two graduate students with the National Center for Supercomputing Applications at the University of Illinois at Urbana-Champaign, Marc Andreessen and Eric Bina.

With Mosaic, not only could you see text and graphics on the same page and click your way from one site to another, you could do so ad infinitum.

Mosaic was free for noncommercial use, with public funding provided by programs initiated by then Senator Al Gore of Tennessee, future U.S. vice president, future presidential candidate, and future Nobel Prize winner for his work on climate change.

The Web itself came into existence four years earlier.

It was invented in 1989 by Tim Berners-Lee, a British physicist and computer scientist who was working at the time for CERN, the European Organization for Nuclear Research. CERN currently operates the Large Hadron Collider, the world’s largest subatomic particle accelerator, which sits underground along the border between Switzerland and France. The first Web browser, text based, was released to the public in 1991.

And the Internet preexisted the Web, with the U.S. government building connected computer networks in the 1960s to support its research activities. This included ARPANET, the Advanced Research Projects Agency Network, created in 1969 and considered to be the founding of the Internet.

The Web was predicted earlier, by the science fiction writer Arthur C. Clarke in his groundbreaking novel 2001: A Space Odyssey, published in 1968. Much earlier than this, another science fiction writer, H. G. Wells, predicted a “World Brain” in a collection of essays between 1936 and 1938.

The year after Mosaic was released, in 1994, the World Wide Web Consortium was created at the Massachusetts Institute of Technology. It received funding from the U.S. Defense Advanced Research Projects Agency, an agency of the U.S. Department of Defense responsible for the development of new technology for use by the military and which had

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MARCH / APRIL 2018

pioneered the Internet in the 1960s. The World Wide Web Consortium’s purpose was and still is to create standards and recommendations to improve the quality of the Web. In 1994 Marc Andreessen moved on and cofounded the for-profit Netscape Communications (originally known as Mosaic Communications Corporation), which released an improved version of Mosaic, Netscape, also in 1994.

Netscape dominated the Web browser market through the 1990s, and Mosaic, which originated it all, was discontinued in 1997. Netscape was eventually swept aside by Microsoft’s Internet Explorer, and Internet Explorer was later swept aside by Google Chrome.

Netscape used original programming code, though Microsoft licensed Mosaic’s code to create Internet Explorer. Microsoft’s bundling of Internet Explorer with Windows, later determined by courts in the U.S. and Europe to be an illegal monopolistic practice, is what doomed Netscape. After being acquired by America Online in 1999, Netscape was discontinued in 2008. Mozilla Firefox, released in 2002 and still in existence, also used programming code from Mosaic.

Private companies began realizing the profit potential of having a Web presence beginning in 1996, and the commercialization of the Web kicked in between 1996 and 1998. This led to the dot-com boom and bust of 1999 to 2001 when trillions of dollars were made and lost as a result of what Federal Reserve Chairman Alan Greenspan at the time accurately termed “irrational exuberance.”

Nonetheless, the Web transformed the business landscape. It eventually did in previous online services such as CompuServe, America Online, Prodigy, and Genie, forced many newspapers and several prominent encyclopedias out of business, and dramatically changed the television, music, radio, film, and travel industries, among others.

Multimedia offerings through the Web have been made possible with the popularization since 2000 of high-speed cable, fiber-optic, and satellite access to the Internet. The Web has also become even more interactive during these years with the introduction of social networking sites such as Facebook and Twitter, blogs at sites such as Blogspot, wikis such as Wikipedia, video-sharing sites such as YouTube, and photosharing sites such as Instagram, available now not only through computers but also smartphones and other devices.

The World Wide Web was key to the development of the Information Age, and Mosaic, released a quarter century ago, was key to the development of the Web.

Reid Goldsborough is a syndicated columnist and author of the book Straight Talk About the Information Superhighway. He can be reached at reidgoldsborough@gmail.com or reidgold.com.

MARCH / APRIL 2018

33

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