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www.fcaaonline.com • March / April 2016
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OFFICERS KATIE WRENN, President Milestone Management SHANNON GREGORY, President Elect WRH Realty Services
CoastLINES
CONTENT
APRIL HUDSON, Treasurer Milestone Management
COMMUNITY DIRECTORS
KEN FURTAW WRH Realty Services
BRANDY MORRIS Olympus Property DOROTHY PALMER SHARON STEFFEN JMG Realty
ASSOCIATE DIRECTORS HOLLY FOX ET&T Distributors JEFF JACKSON Sherwin-Williams BRITT GUTIERREZ RentPath
Calendar of Events! April 7:
Fair Housing Seminar
April 14:
FCAA Trade Show
April 19:
R410A & Advanced HVAC Troubleshooting
April 26:
Hands-On Appliance Repair
May 3:
SPANISH 608 EPA Review & Exam
May 4 – 5:
Certified Pool Operator (CPO)
May 10:
Leasing 101
May 12:
Circle of Excellence Awards
May 17:
608 EPA Review & Exam
May 18:
Lunch & Learn
DARLA ERDELYI Giglio Signs
May 24:
Roofing & Exterior Maintenance
JOHN GRAY TRACERENT
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.
TERRI JEFFRIES Cutting Edge Carpet MELISSA LOHMEYER Apartments.com STEVE THOMAS Maintenance Supply Headquarters ERIN TRIAY For Rent Media Solutions
MAINTENANCE LIAISON KRIS MILLERSCHONE Lakeside Apartments
DIRECTORS EMERITUS
DALE PRITCHARD A Greener Image JILL WRIGHT Horizon Realty Management
FCAA STAFF PEGGY QUEEN Executive Vice President LINDSEY McCLAIN Associate Director KATHY DESHAZER Director of Education & Membership
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: Peggy Queen
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Thinking Outside the Box “Well I Didn’t Know I Couldn’t Do That” Six Cardinal Rules of Customer Service Maintenance Mania Winners What Went Wrong with Your Budget and How Can You Improve it? 19-22 Industry Resource Guide 24 Earn your CAMT 26 Legal or Not? 28 March Dinner Meeting Pictures 30 Your Customer Service Checkup 32 2016 Premier Sponsors 33 Circle of Excellence Tickets 36 Personal Computing: Microsoft Pushing Windows 10 Hard
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BRIAN DAVIES, Immediate Past President WRH Realty Services
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TRACY WILLIAMS, Secretary Carroll Management Group
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Advertisers: AllWeather Contractors Arbor Contract Carpet Bluewater Environmental of Florida, Inc. BG Staffing Crown Pest Control CSi Career Strategies Cutting Edge Carpet D.M. Koehn Landscaping House of Floors Jean’s Maid Service Law Offices of Heist, Weisse & Wolk, P.A. Lloyd’s Construction & Consulting, LLC Maintenance Supply Headquarters Mitchell S. Ritchie Attorney at Law NAA Click & Lease Industry Resource Guide Poolsure RentPaidOnline Sherwin Williams Sky Towing & Recovery Tobacco Free Florida
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Thinking Outside the Box By Steven Foster, RentPaidOnline
In the Multi Family industry using the right tool for the job is very important. Specialism is what sets apart the pros from the novices and makes sure you are getting the very best solution for your needs. Below are the top five reasons why you should utilize a dedicated payment vendor versus your property management software.
1. Limited Options for Payments
Payment modules inside property management software provide the basics for getting the job done. It works on a basic level, but wouldn’t you like to offer your residents the best solution with the most options for paying rent? A true payment processor can offer your resident the most choices while giving you the best rate for credit cards and separating the debit cards per the Durbin Amendment for an even better rates.
2. Hidden Cost
Most Property Management software companies use a conventional bank (i.e. Wells Fargo or Bank of America) to manage their processing of payments. When this happens, hidden costs such as statement fees, compliance fees, and monthly minimum fees are very common. This all leads to the one thing you don’t want when you see your bill, surprises in the form of nickel and dime fees. Payment providers that focus exclusively on payments, working with payments, oriented banks to manage the entire payment process rather than passing it off.
3. Customer Service
A dedicated payment service provides assistance to your renters. Property management software vendors provide customer support, but only at the corporate and apartment community level. Payment processors know that providing support to renters is crucial. This also allows you to focus on more important items like filling vacancies.
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4. Security
Security is the most important item to understand when processing payments online. Payment providers that do not meet guidelines may expose property management firms to fraud and penalties resulting in significant fines. When it comes to security, it is your responsibility as a merchant to mitigate these liabilities. Simply working with an online rent payment processor does not guarantee your safety. When securing someone for payments, select them after investigating that they are PCI Compliant and SSAE 16 compliant. A secure payment provider can reduce risks and can satisfy all related regulations, allowing you to focus on securing more leases.
5. Integrations
Property Management software vendors suggest they have the only truly integrated solution. Simply put, this is wrong. A dedicated payment provider can provide seamless and real time integration to all leading accounting software solutions such as Yardi, MRI, RealPage, AMSI, and many more.
RentPaidOnline’s technology includes a real time web-based and mobile platform for electronic check, credit cards, and cash payments for the property management industry. RentPaidOnline’s parent company EFX Financial Services Inc. was founded in 2006 and processes billions in transaction volume annually throughout the United States and Canada. The key advantages of the RentPaidOnline service are our multiple,innovative, one of a kind payment channels and our “think outside the box” mentalityto ensure our clients are always heard first and foremost. – Steven Foster is the Chief Business Development Officer ~ EVP for RentPaidOnline a service of EFX Corp. He has been in the payment industry for eleven years. Steven can be reached at sfoster@ rentpaidonline.com or by phone at 904-599-2794 or1.855.PMY.RENT
RentPaidOnline
“Well I Didn’t Know I Couldn’t Do That” (and Other Famous Fair Housing Last Words. . .)
Doug Chasick, CPM®, CAPS, CAS, Adv. RAM, CLP, SLE, CDEI The Apartment Doctor™ The old cliché holds true here: “Reality is perception and perception is reality,” When people perceive being treated differently, they will usually make up their own reason for why they are being treated differently – and that reason could be “Because I’m a member of a “Protected Class.” That different treatment includes attitude, body language and overall demeanor; if the Service Technician seems to be friendly and outgoing to everyone EXCEPT Mrs. Smith, then in the absence of an explanation to the contrary, Mrs. Smith may think it’s because she is a member of a protected class.
Since most multifamily professionals agree that our Service Professionals have the most contact with our Residents, but get the least amount of fair housing training, I herein present the most common situations that Service Team members should be aware of to make certain they are fair housing compliant:
1.
2.
3.
4. 8
Just Say “Know”: As in, “I don’t know, let’s go over to the office and find out . . .” This should be the standard response to ANY inquiry about availability, rental rates, renewal terms, specials, concessions, and anything else having to do with the rental or renewal of an apartment. It’s also a great answer to the “What kind of people live here” question, however an even better answer to that question is, “Anyone who meets our qualifying standards lives here!” There is no such thing as “Oops” in Fair Housing: Just because someone didn’t mean to discriminate doesn’t mean they are automatically off the hook, because the discriminatory act does not need to be intentional. Many fair housing complaints are the result of someone trying to “be nice” or be helpful. While “being nice” is standard operating procedure for most companies, the key to compliance is treating everyone equally and consistently. Some examples of what NOT to do are suggesting which building someone would like because “there are/are not lots of kids in that building”, or because “there are/ are not lots of THOSE people in that building,” and talking about other Residents or Employees. FIFO = First In, First Out: While this term is from the retail industry, it also applies to the apartment business, meaning service requests should be completed in the order they are received, unless it is an emergency. (Speaking of emergencies, is there a written list of exactly what constitutes an emergency, and does each Resident have a copy of that list?) While it may be tempting to do certain service requests first, because the Resident is polite, pleasant, pays their rent early and tips well, it is also an invitation to a complaint . (“You did their work order before mine, even though I called mine in first, because I am a “Protected Class”). Attitude Is Everything: Since most Service Team members don’t get much (any?) Customer Service training either, let’s talk about attitude for a moment.
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5.
6.
Do As I Say AND As I Do: The Service Team Manager has a special responsibility as the Supervisor to comply with all fair housing laws and ensure that each of the Team members complies. That means everyone looks to the Manager for guidance, and people will automatically assume that if the Manager says or does something, then THEY can say or do it too. This includes being proactive by not tolerating offcolor or racially insensitive jokes, sexual harassment in ANY form, being aware of what the team is looking at if they have Internet access (jokes sent by email, inappropriate web sites), EVERYTHING. Remember, not leading by example regarding fair housing can have very expensive consequences. Finally, it’s important for each employee to remember that every person living in the United States is a member of at least four of the federally protected classes (race, color, sex and national origin), so compliance with fair housing laws should be easy! Just treat everyone equally, with respect and professionalism, and apply and enforce all policies and procedures with consistency.
So, what can be done about making certain your Service Team is playing fair? There are plenty of quality classroom, computer-based and web-based training programs available that are designed specifically for Service Employees. Isn’t it about time we get EVERYONE at our properties trained (or, is it time for a refresher class?). Remember, play nice and PLAY FAIR!
Doug Chasick, CPM®, CAPS, CAS, Adv. RAM, CLP, SLE, CDEI, is The Apartment Doctor™, restoring rental health to multifamily professionals for the past 38 years. A licensed real estate broker in Florida and Georgia and a Licensed Fair Housing Expert Instructor in Virginia, he’s based in Melbourne Beach, FL and can be reached by writing to DChasick@ Aptdoctor.com or by visiting www.Aptdoctor.com, www.Twitter.com/Aptdoctor and www.Facebook.com/TheApartmentDoctor
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Six Cardinal Rules of Customer Service By Nancy Friedman
FACT: The best weapon for a small business against the BIG guys is Customer Service. It’s that simple. We will pay more for better service! So if you’re a small business owner and if you’re looking for ways to improve, read on. Telephone Doctor, an international customer service training company headquartered in St. Louis, Missouri, believes in helping small businesses get better at communicating with their customers.
To get off on the right foot with your customers, whether you’re a large or small retailer, whether your customers come to you via the phone or in person, here are the Telephone Doctor’s Six Cardinal Rules of Customer Service. Adapting these easy steps will make your day, and more importantly, make the customer’s day a better experience for you and your company.
Cardinal Rule # 1 – People Before Paperwork
Cardinal Rule # 4 – Don’t Be Too Busy To Be Nice
When someone walks into your place of business, or calls you while you’re working on something, drop everything for that person. Remember, paper can wait, people should not. We’ve all been abused when we go shopping and been ignored and we know how that feels. Let’s not abuse our own customers. Remember: People before paperwork.
Hey, everyone’s busy! That’s what it’s all about. Being busy does not give you carte blanche to be rude. Remember, you meet the same people coming down, as you do going up. They’ll remember you. (What’s worse than being busy? NOT being busy.)
Cardinal Rule # 2 – Rushing Threatens Customers Sure, you may understand something real quick, but rushing the customer along will only lead to them feeling intimidated and you won’t see them coming back to you. Take it easy. Remember, speed is not success! Trying to be “done” with a customer as quickly as possible is seen as being rude and uncaring. Take your time with each and every contact.
Cardinal Rule # 3 – Company Jargon Ever get a report from a company and not understand it? Some companies have company jargon that makes the CIA wonder what’s up. Be very careful not to use your own company jargon on your customers. You and your employees may understand it very well, but the customer may not. And you’ll only cause a lot of unnecessary confusion. Spell things out for your customers. Don’t abbreviate. Remember, don’t use military language on civilians.
Cardinal Rule # 5 – “Uh huh” is not ‘Thank You’ — “There ya go” is not ‘You’re Welcome’ How often do you hear these slang phrases? We need to remember ‘Thank you’ and ‘You’re welcome’ are beautiful words. The customer cannot hear them too often. However, if you’re telling your customers to “have a nice day,” please say it with meaning! I recently had a checkout clerk tell the FLOOR to have a nice day. She wouldn’t look at me. Make eye contact when you’re saying something nice.
Cardinal Rule # 6 – Be Friendly BEFORE You Know Who It Is There’s a good lesson to be learned here. The Telephone Doctor motto is: SMILE BEFORE you know who it is. It will earn you many classic customer service points. The customer needs to know you want to work with them, no matter who they are. Remember, sometimes it’s way too late to smile and be friendly after you know who it is. Any one of these tips will boost your customer service! Nancy Friedman, The Telephone Doctor, Keynote Speaker and Customer Service Expert at NancyFriedman.com.
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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, ooring, 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 Š2014 The Sherwin-Williams Company
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Kyle Slagle Jimmy Garcia Sean McMaster Vance Prince Jose Serrano Lee Caudill Jeff Masse Rodrigo Charry Carlos Valentin Greg Moore
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AO SMITH WATER HEATER INSTALLATION 1st Place Jose Alvarez Holly Cove 2nd Place Vance Prince Avesta Mandarin 3rd Place Jose Serrano St. Johns Pointe
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CFG FAUCET REPAIR 1st Place Vance Prince Avesta Mandarin 2nd Place Sean McMaster Avesta Mandarin 3rd Place Kyle Slagle Avesta Mandarin
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FRIGIDAIRE ICEMAKER INSTALLATION 1st Place Jimmy Garcia Brooklyn Riverside 2nd Place Rodrigo Charry Arium St. Johns 3rd Place Sean McMaster Avesta Mandarin
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KIDDE FIRE & CARBON MONOXIDE SAFETY INSTALLATION Vance Prince Avesta Mandarin Avesta Homes 2nd Place Jonnie Monger Arelia James Island Greystar 3rd Place Jose Serrano St. Johns Pointe WRH Realty Services 1st Place
KIWKSET KEY CONTROL DEADBOLT TEST 1st Place Kyle Slagle Avesta Mandarin Avesta Homes 2nd Place Lee Caudill WRH Realty Services WRH Realty Services 3rd Place Jimmy Garcia Brooklyn Riverside Matrix Residential SEASONS CEILING FAN ASSEMBLY 1st Place Jimmy Garcia Brooklyn Riverside 2nd Place Sean McMaster Avesta Mandarin 3rd Place Kyle Slagle Avesta Mandarin
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SPONSORS ONSORS 2016 Presenting Sponsors
Event Sponsors Sky Towing PoolSure Sherwin-Williams ASAP Towing and Storage Avesta Cutting Edge Carpet Milestone Management AllWeather Contractors Horizon Realty Management Olympus Management PPG Paints Blue Rock Premier San Miguel Management The Flying Locksmiths Invisible Waste
Supporting Sponsors Wilmar All Installation of Jax JMG Realty BG Staffing Maintenance Supply Headquarters First Place Fitness Turnz
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Premier Sponsors Sherwin-Williams AllWeather Contractors REDI Carpet House of Floors Law Offices of Heist, Weisse & Wolk, P.A. 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 Apartments.com For Rent Media Solutions Adkison Towing Career Strategies Lifestyle Flooring Sky Towing Rolland Reash Ronin Contractors Behr Paint
MARCH / APRIL 2016
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What Went Wrong with Your Budget and How Can You Improve it? Charles Marshall Humorous Motivational Speaker
By Tim Blackwell
Your budget year has just begun and already it’s out of whack. Even though occupancy is trending with the national average or better, expenses are unexplainably showing variances that need to be explained. How could this happen? Examining your Budgeting Process One way is that your managers were not mentored on how to read and understand financials before they began the budgeting process. Or, even worse, the managers didn’t know what to look for and were seemingly pulling numbers out of thin air. Results from the previous quarter or year, or those anomalies that typically hit the ledgers, weren’t factored.
When Bright headed budgeting as a property manager, she included everyone at the site level, even the maintenance staff. Anybody held accountable for purchases had to understand how their decisions impacted the property’s operating income. “It’s breaking it into pieces so they can relate how their job impacts each section of the financials,” she said. “If you relate the numbers to what they do every day, then it makes sense. It creates that visual for them to make their purchases and their decisions. Bright offers four steps to help property management companies get better control of their budgets so they can improve forecasting and arrive at a plan that is more accurate and drives better financial success, right down to the details:
1. Learn to read the financials
and understand the numbers
Christine Bright, Director, One-Site Budgeting and Commercial for RealPage, Inc., has heard the stories during her 21 years in property management. “Most property management companies say their managers are great at running properties and terrible doing budgets,” said Bright, who has taught CAPS and property management certification. “PMCs invest a lot of time and training into how to run the operational aspect of the property and very little time really teaching managers how to understand the financials, how to forecast and how to tick and tie to key performance indicators to the bottom line.” Budgeting and forecasting are about property management’s circle of life Budgeting and forecasting are all about the circle of life of property management. As residents move in and out, there is cause and effect to expense lines and income, Bright says. For someone who is not familiar with a financial sheet, the experience can be a little overwhelming. That’s why helping all budget stakeholders navigate one of the most critical pieces to property management is important.
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The first step to creating a successful plan starts well before budgeting season. It’s important to spend time with managers and show them how to properly read financial statements, what elements impact the success and even the fatal flaws in generating income. Use that information to predict forward trends for forecasting and re-forecasting. “My first question when training senior managers is, “How much time do you spend training your first-level managers?” Bright says. “Then I ask them how much time they spend teaching leasing consultants how to lease versus how much time they mentor property managers on reading and understanding financials, then the light bulb always goes on.” Reinforce through financial reviews and documenting anomalies. Continued on Page 25
The industry lives here. If you’re an apartment housing professional, this is your event. Welcome home. The apartment industry is heading to San Francisco for the 2016 NAA Education Conference & Exposition, and the excitement is growing. It’s an event that delivers value like no other. 1. New: Living Room Learning Education Session 2. An impressive lineup of Game Changers, including Netflix Co-Founder and Former CEO Marc Randolph 3. Daily networking events to build your connections 4. Cutting-edge products and services from 450+ exhibiting companies 5. Meals, snack breaks and other amenities to keep you energized
Try your luck at the NAA Prize Vaults for two chances to win $500,000! NAA Prize Vaults Sponsored by Diamond and Platinum Sponsors
Mix business and pleasure with daily tours of the city and its beautiful surrounding areas.
REGISTER NOW! To learn more, visit www.naahq.org/edu-earlyrate June 15-18, 2016 | Moscone Convention Center | San Francisco JANUARY / FEBRUARY 2016
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INDUSTRY ACCESS/CONTROL GATES 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 Folio Weekly ............................................(904) 260-9770 For Rent Media Solutions .....................(904) 296-7171 JOE Design, Inc. .......................................(904) 501-9526 Realtor.com Rentals ................................(800) 978-7368 RentJax.com ..................................................(904) 701-0302 RentPath ...............................................................(904) 262-0863 Zillow Rental Network............................... (541) 350-3620 AD TRACKING For Rent Media Solutions .....................(904) 296-7171 AIR CONDITIONING CONTRACTORS AllWeather Contractors ......................(904) 781-7060 Avalon Heating and Air ...........................(904) 245-1818 Carlson Enterprises, LLC ..........................(904) 503-5375 David Gray Plumbing, Heating & Air .......(904) 724-7211 DBK, Inc. .................................................(386) 860-0020 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 Ferguson Enterprises ...............................(904) 398-0660 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 IDS Alarm Services, Inc. ...........................(912) 882-6789 SAFE-Security And Fire Electronics, Inc....(904) 824-8553 ANSWERING SERVICE/ON HOLD MESSAGING Audio Images ..........................................(904) 247-8600 APARTMENT LOCATORS Apartment Finder ...................................(904) 464-0709 Apartments.com ..................................(904) 778-5118 For Rent Media Solutions .....................(904) 296-7171 RentJax.com ..................................................(904) 701-0302 RentPath...............................................(904) 262-0863 APPLIANCES Appliance Warehouse..............................(904) 610-4351 ARD Distributors, Inc. ..............................(800) 654-7721 Chadwell Supply, Inc...............................(888) 341-2423 Ferguson Enterprises ...............................(904) 398-0660 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters .........(866) 630-6747 Wilmar Supply ........................................(800) 345-3000 APPLIANCES (LEASING) Appliance Warehouse..............................(904) 610-4351 Azuma Leasing........................................(800) 707-1188 APPLIANCES (USED) Appliance Warehouse..............................(904) 610-4351 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
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RESOURCE
GUIDE
AQUATIC MAINTENANCE BlueWater Environmental of FL...............(904) 880-1817 Estate Management Services .................(912) 466-9800 BANKING SERVICES Colliers International Northeast Florida .(904) 861-1101 BATH & KITCHEN REFINISHING/REPAIRS AllWeather Contractors ......................(904) 379-4614 Atlantic Powder Coating..........................(904) 724-2422 Creative Multi Care, Inc. ........................(904) 384-1047 Integrity Restoration ...............................(904) 644-7878 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Paul Davis Restoration of North Florida ..(904) 739-6047 Restore24 ................................................(904) 737-8673 Ronin Contractors, LLC ...........................(904) 219-9447 Steve’s Painting & Maintenance ............. (904) 332-6805 BIOHAZARD WASTE CLEANUP PuroClean Emergency Services ...............(904) 573-3566 BROKERAGE Colliers International Northeast Florida ..(904) 861-1101 CABINET REFACING Northern Contours .................................(904) 449-4527 CABINETS AllWeather Contractors ......................(904) 379-4614 Chadwell Supply, Inc...............................(888) 341-2423 HD Supply....................................................... (800) 431-3000 Integrity Restoration ...............................(904) 644-7878 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 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 Turnz .......................................................(904) 445-9573 CARPET CLEANING, DYEING, RESTORATION Aqua-Clean .............................................(904) 291-4252 Aqua Restoration ....................................(904) 683-6982 Creative Multi Care, Inc. ........................(904) 384-1047 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 Integrity Restoration ...............................(904) 644-7878 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Rolland Reash Plumbing .........................(904) 260-7059 Ronin Contractors, LLC ...........................(904) 219-9447 Steve’s Painting & Maintenance ............. (904) 332-6805 CLEANING SERVICE AllWeather Contractors ......................(904) 379-4614 All Renew Services, LLC ...........................(904) 386-1762 Aqua Restoration ....................................(904) 683-6982 City Wide Maintenance ............................(904) 737-4969 Clean It All Maintenance Services LLC .....(904) 382-7056 Jean’s Maid Services ................................(904) 463-5704 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Leonard’s Painting and Maintenance ......(904) 377-0961 Paul Davis Restoration of North Florida ..(904) 739-6047 Restore24 ................................................(904) 737-8673 COLLECTIONS CoreLogic SafeRent .................................(855) 491-2696 National Credit Systems ..........................(407) 574-4927 National Processing Corp. ........................(904) 338-3592 Tracerent .................................................(904) 733-3033 Professional Debt Mediation ...................(904) 398-0286 Stellar Recovery, Inc. ..............................(904) 438-2500
COMMERCIAL POOL & PATIO FURNITURE Admiral Outdoor Furniture ......................(800) 999-2589 Atlantic Powder Coating..........................(904) 724-2422 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 CONCRETE REPAIRS AllWeather Contractors ......................(904) 379-4614 Baxter Restoration, LLC ..........................(407) 580-0167 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Paul Davis Restoration of North Florida ..(904) 739-6047 Precision Sidewalk Safety Corp................(352) 401-9090 SweetWater Restoration ....................(904) 880-1919 CORPORATE / TEMPORARY HOUSING Leasing Jacksonville/Corp. Suite Shoppe .(904) 363-2346 PaySmart USA .........................................(904) 864-5011 COUNTERTOPS AllWeather Contractors ......................(904) 379-4614 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Oxley Cabinet Warehouse Inc ..................(904) 693-5554 Paul Davis Restoration of North Florida ..(904) 739-6047 Turnz .......................................................(904) 445-9573 Steve’s Painting & Maintenance ............. (904) 332-6805 CREDIT CARD PROCESSING RentPaidOnline....................................(904) 599-2794 DESIGN/GRAPHICS JOE Design, Inc. .......................................(904) 501-9526 DISC JOCKEY DJ Mario Entertainment ..........................(904) 655-2518 DOG PARKS ET&T Distributors ....................................(888) 642-2226 DRY WALL REPAIR All Installation of Jax, Inc. .......................(904) 514-8750 All Renew Services, LLC ...........................(904) 386-1762 AllWeather Contractors ......................(904) 379-4614 Aqua Restoration ....................................(904) 683-6982 Creative Multi Care, Inc. ........................(904) 384-1047 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Leonard’s Painting and Maintenance ......(904) 377-0961 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 Ronin Contractors, LLC ...........................(904) 219-9447 Steve’s Painting & Maintenance ............. (904) 332-6805 Sunshine State Coating, Inc. ...................(407) 933-8002 SweetWater Restoration ....................(904) 880-1919 DRYER VENT CLEANING Window Gang .........................................(904) 262-7300 ECOMMERCE Buyers Access .........................................(407) 409-3085 ELECTRICAL CONTRACTORS All Service Electric ...................................(904) 744-5050 DBK, Inc. .................................................(386) 860-0020 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 EMERGENCY RESPONSE Baxter Restoration, LLC ..........................(407) 580-0167 Paul Davis Restoration of North Florida ..(904) 445-0210 Restore24 ...............................................(904) 737-8673 EVICTION SERVICES Dale G. Westling, Sr., P.A..........................(904) 356-2341 Edwards & Edwards ................................(904) 222-0829 Law Offices of Heist, Weisse & Wolk..........(800) 253-8428 Mitchell Ritchie .......................................(904) 387-6100
INDUSTRY FENCING/STAIR/RAIL INSTALLATION & REPAIR Atlantic Powder Coating..........................(904) 724-2422 AllWeather Contractors ......................(904) 379-4614 Frattle Stairs and Rails ............................(904) 384-3495 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 FIBER CEMENT SIDING Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 FINANCIAL SERVICES Primerica Financial Services ................... (904) 673-1211 FIRE & SAFETY EQUIPMENT Able Fire Prevention ...............................(904) 233-0260 Agent Fire LLC .........................................(904) 687-3876 Apartment Fire Extinguisher Service.............. (904) 398-2030 Cintas Fire Protection ..............................(904) 562-7000 First Coast Fire & Safety........................... (904) 346-0111 Pye-Barker Fire & Safety, Inc. .................(904) 553-4222 SAFE-Security And Fire Electronics, Inc....(904) 824-8553 Wayne Automatic Fire Sprinklers ............(904) 268-3030 FIRE RESTORATION AllWeather Contractors ......................(904) 379-4614 Baxter Restoration, LLC ..........................(407) 580-0167 Integrity Restoration ...............................(904) 644-7878 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Paul Davis Restoration of North Florida ..(904) 445-0210 PuroClean Emergency Services ...............(904) 573-3566 Restore24 ...............................................(904) 737-8673 Steve’s Painting & Maintenance ............. (904) 332-6805 SweetWater Restoration ....................(904) 880-1919 FITNESS & EXERCISE EQUIPMENT Advantage Sport & Fitness, Inc. ..............(904) 451-1702 Commercial Fitness Products ..................(904) 392-6977 First Place Fitness Equipment..................(904) 998-0738 Fitnessmith .............................................(561) 529-5590 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 First Choice Luxury Vinyl Plank Flooring ..(706) 271-8023 Fitnessmith .............................................(561) 529-5590 House of Floors ....................................(904) 262-6989 Integrity Restoration ...............................(904) 644-7878 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 Urban Surfaces ........................................(800) 492-8722 Wilson Carpet Service .............................(904) 737-9593 FOUNTAINS BlueWater Environmental of FL...............(904) 880-1817 Estate Management Services .................(912) 466-9800 FURNITURE Brook Furniture Rental ............................(904) 730-8511 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, LLC ..........................(407) 580-0167 Building Innovations ..............................(904) 400-0421 Carlson Enterprises, LLC ..........................(904) 527-1662 Coastal Reconstruction Group, Inc. ........(407)-644-1800 DBK, Inc. .................................................(386) 860-0020 Integrity Restoration ...............................(904) 644-7878 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Lloyd’s Construction & Consulting, LLC .(904) 683-4468
RESOURCE
Paul Davis Restoration of North Florida ..(904) 739-6047 Ronin Contractors, LLC.............................(904) 219-9447 SweetWater Restoration ....................(904) 880-1919 The Renovation Group.............................(866) 417-7350 Xtreme Solutions ....................................(904) 716-6843 GOLF CARTS Golf & Electric Vehicles ............................(904) 730-3395 Mid Florida Golf Cars ...............................(904) 731-1832 GUTTER INSTALLATION AND SERVICES AAPCO Florida .........................................(800) 728-2690 AllWeather Contractors ......................(904) 379-4614 Gutter Masters ........................................(904) 813-4388 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Ronin Contractors, LLC ...........................(904) 219-9447 Window Gang .........................................(904) 262-7300 HAZARDOUS WASTE CLEANUP Airsafe ....................................................(904) 387-9399 HOUSEWARES Cort Furniture Rental...............................(904) 396-9000 Southern Furniture Leasing.....................(866) 736-8481 INSURANCE Brown & Brown Insurance ......................(904) 565-8304 Fortegra ..................................................(614) 439-9071 INTERNET SERVICES Apartment Finder ...................................(904) 464-0709 Apartments.com..............................................(904) 778-5118 Finally – Fiber .........................................(904) 238-0123 For Rent Media Solutions .......................... (904) 296-7171 realtor.com..............................................(800) 978-7368 RentPath ...............................................................(904) 262-0863 IRRIGATION DM Koehn Landscaping ..........................(904) 716-0683 Duval Landscape Maintenance................(904) 233-3388 Greenpoint ..............................................(904) 635-6223 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 Estate Management Services .................(912) 466-9800 LANDSCAPE MAINTENANCE Ameriscapes Landscape Management ....(770) 242-8180 City Wide Maintenance ............................(904) 737-4969 Davey Commercial Grounds Maintenance.....(904) 768-8733 DM Koehn Landscaping ..........................(904) 716-0683 Duval Landscape Maintenance................(904) 233-3388 Elliotts Landscape Group LLC...................(904) 718-2160 Envision Management Group ..................(904) 342-2091 Estate Management Services .................(912) 466-9800 Bass Companies ......................................(904) 635-6223 Landscape Professionals .........................(904) 880-6165 Mulch Masters, LLC .................................(904) 727-1100 Southern Cross Total Lawn Care ..............(904) 477-1230 TLC Total Lawn Care.................................(904) 699-0046 Turf Pros Landscaping, LLC ......................(904) 554-5173 ValleyCrest Landscape Companies...........(904) 292-0716 LAUNDRY SERVICE & EQUIPMENT CoinMach Corporation.............................(407) 937-9345 GA Barber ...............................................(904) 683-3647 Mac•Gray.................................................(800) 622-4729 Washco Laundry Equipment ...................(904) 724-2622 LEAK DETECTION American Leak Detection ........................(904) 519-5700 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 LEGAL SERVICES Dale G. Westling, Sr., P.A............................ (904) 356-2341 Edwards & Edwards ................................(904) 222-0829 Law Offices of Heist, Weisse & Wolk..........(800) 253-8428 Mitchell S. Ritchie, PA .............................(904) 387-6100
GUIDES
LIGHTING & LIGHTING SUPPLIES Chadwell Supply, Inc...............................(888) 341-2423 Ferguson Enterprises ...............................(904) 398-0660 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 Ferguson Enterprises ...............................(904) 398-0660 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 MARKETING Apartment & Condo Selector .................(904) 564-5622 Apartment Finder ...................................(904) 464-0709 Folio Weekly ............................................(904) 260-9770 For Rent Media Solutions .......................... (904) 296-7171 JOE Design, Inc. .......................................(904) 501-9526 Leasing Jacksonville/Corp. Suite Shoppe .(904) 363-2346 mbpr ......................................................(904) 424-6641 RealPage ................................................(972) 820-3000 RentPath ...............................................................(904) 262-0863 MOLD REMEDIATION Airsafe Inc. .............................................. (904) 387-9399 Baxter Restoration, LLC ..........................(407) 580-0167 Coastal Reconstruction Group, Inc. ........(407)-644-1800 Integrity Restoration ...............................(904) 644-7878 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Paul Davis Restoration of North Florida ..(904) 445-0210 Property360, LLC .....................................(855) 932-3784 PuroClean Emergency Services ...............(904) 573-3566 Restore24 ...............................................(904) 737-8673 SweetWater Restoration ....................(904) 880-1919 MOSQUITO CONTROL BlueWater Environmental of FL...............(904) 880-1817 ODOR ELIMINATION Paul Davis Restoration of North Florida ..(904) 739-6047 PAINT SUPPLIES Behr Corp ..............................................(352) 219-4434 Color Wheel Paint ...................................(904) 928-0600 PPG Architectural Coatings......................(904) 737-6474 Sherwin Williams ................................(904) 448-8109 Valspar Pro Solutions. ............................(904) 328-5492 PAINTING CONTRACTORS AAPCO Florida .........................................(800) 728-2690 All Installation of Jax, Inc.........................(904) 514-8750 All Renew Services, LLC ...........................(904) 386-1762 AllWeather Contractors ......................(904) 379-4614 Aqua Restoration ....................................(904) 683-6982 Baxter Restoration, LLC ..........................(407) 580-0167 Building Innovations ..............................(904) 400-0421 Creative Multi Care, Inc. ........................(904) 384-1047 Clean It All Maintenance Services LLC ....(904) 382-7056 Integrity Restoration ...............................(904) 644-7878 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Leonard’s Painting and Maintenance ......(904) 377-0961 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Paul Davis Restoration of North Florida ..(904) 739-6047 Restore24 ................................................(904) 737-8673 Ronin Contractors, LLC.............................(904) 219-9447 Steve’s Painting & Maintenance ............. (904) 332-6805 Sunshine State Coating, Inc. ...................(407) 933-8002 SweetWater Restoration ....................(904) 880-1919 MARCH / APRIL 2016
21
INDUSTRY PARKING LOT MAINTENANCE All County Paving ...................................(407)-610-8069 Duval Asphalt..........................................(904) 296-2020 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 PEST CONTROL/TERMITES A Greener Image ....................................(904) 739-8090 A.R.T Pest Control....................................(888) 926-6488 Crown Pest Control ..................................(904) 743-1132 DM Koehn Landscaping ..........................(904) 716-0683 Massey Services Inc.................................(800) 881-8861 Property360, LLC .....................................(855) 932-3784 PHOTOGRAPHY Art & Alex Photography ..........................(904) 273-4442 PLAYGROUNDS Advanced Recreational Concepts.............(866) 957-2355 ET&T Distributors ....................................(888) 642-2226 PLUMBERS AllWeather Contractors ......................(904) 379-4614 David Gray Plumbing, Heating & Air .......(904) 724-7211 DBK, Inc. .................................................(386) 860-0020 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Rolland Reash Plumbing ......................(904) 260-7059 Roto-Rooter..........................................(904) 354-7321 PLUMBING SUPPLIES Ferguson Enterprises ............................... (904) 398-0660 Moen Inc. ................................................ (407) 340-3249 POOL SERVICE, REPAIRS & RENOVATIONS Bass Companies ......................................(904) 635-6223 Certified Pool Consultants .......................(904) 997-6679 Crown Pools Inc. ......................................(904) 858-4300 Crystal Clean Pool Service .......................(904) 855-8884 Henderson Pool Services, Inc. .................(904) 241-7665 Poolsure ..................................................(800) 858-7665 Rolland Reash Plumbing ......................(904) 260-7059 POOL SUPPLIES Certified Pool Consultants .......................(904) 997-6679 Chadwell Supply, Inc...............................(888) 341-2423 Crystal Clean Pool Service .......................(904) 855-8884 Henderson Pool Services, Inc. .................(904) 241-7665 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters .........(866) 630-6747 Poolsure ..................................................(800) 858-7665 POWDER COATING Atlantic Powder Coating..........................(904) 724-2422 Frattle Stairs and Rails ............................(904) 384-3495 PRESSURE WASHING AAPCO Florida .........................................(800) 728-2690 Atlantic Powder Coating..........................(904) 724-2422 AllWeather Contractors ......................(904) 379-4614 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Reflections Pressure Washing..................(904) 322-8900 Ronin Contractors, LLC ...........................(904) 219-9447 Window Gang .........................................(904) 262-7300 Window Washing & Pressure Washing ....(904) 885-7840 PRINTING JOE Design, Inc. .......................................(904) 501-9526 PROMOTIONAL PRODUCTS Professional Business Systems, Inc. .........(904) 705-6382 PROPERTY MANAGEMENT SOFTWARE Property Solutions International, Inc. ............ (801) 375-5522 RealPage ................................................(972) 820-3000 ResMan ...................................................(972) 349-1406 PUBLIC RELATIONS mbpr ......................................................(904) 424-6641
Davis Restoration RPaul E S Oof North U Florida R ..(904) C 739-6047 E GUIDE PUMPS Ferguson Enterprises ...............................(904) 398-0660 Rolland Reash Plumbing ........................(904) 260-7059 Weeks Utility Service, Inc. .......................(904) 726-5869 RECYCLING Conex Recycling ......................................(866) 879-2663 Residential Disposal Services, LLC ..........(904) 226-5191 Southland Waste/Republic ......................(904) 443-2000 Waste Management................................(904) 370-1907 RENOVATIONS AAPCO Florida .........................................(800) 728-2690 AllWeather Contractors ......................(904) 379-4614 Baxter Restoration, LLC ..........................(407) 580-0167 Building Innovations ..............................(904) 400-0421 Integrity Restoration ...............................(904) 644-7878 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Paul Davis Restoration of North Florida ..(904) 739-6047 Ronin Contractors, LLC ...........................(904) 219-9447 SweetWater Restoration ....................(904) 880-1919 The Renovation Group.............................(866) 417-7350 Turnz .......................................................(904) 445-9573 RENTAL RELOCATION Apartment Finder ...................................(904) 464-0709 Apartments.com ....................................(904) 778-5118 For Rent Media Solutions......................(904) 296-7171 Leasing Jacksonville/Corp. Suite Shoppe .(904) 363-2346 RentPath .................................................(904) 262-0863 Ronin Contractors, LLC ...........................(904) 219-9447 RESEARCH/PLANNING Real Data.................................................(704) 369-2345 RESIDENT SCREENING CoreLogic SafeRent .................................(855) 491-2696 RESTORATION/REHAB AllWeather Contractors ......................(904) 379-4614 AAPCO Florida .........................................(800) 728-2690 Aqua Restoration ....................................(904) 683-6982 Baxter Restoration, LLC ..........................(407) 580-0167 Coastal Reconstruction Group, Inc. ........(407)-644-1800 Integrity Restoration ...............................(904) 644-7878 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Paul Davis Restoration of North Florida ..(904) 739-6047 Moen Inc. ................................................(407) 340-3249 Ronin Contractors, LLC ...........................(904) 219-9447 SweetWater Restoration ....................(904) 880-1919 ROOFING CLEANING Reflections Pressure Washing..................(904) 322-8900 ROOFING AAPCO Florida .........................................(800) 728-2690 AllWeather Contractors ......................(904) 379-4614 Excel Roofing Contractors........................(904) 631-7663 Paul Davis Restoration of North Florida...(904) 739-6047 Performance Roofing .........................(904) 224-3628 SRG Roofing ............................................(904) 377-0866 Sunshine State Coating, Inc. ...................(407) 933-8002 SweetWater Restoration ....................(904) 880-1919 Tillman Building Services ........................(904) 845-8280 SECURE ON-LINE RENTAL PAY RentPaidOnline .......................................(904) 599-2794 SECURITY, COURTESY OFFICER Signal 88 North Florida ...........................(904) 449-6104 SIDING AAPCO Florida .........................................(800) 728-2690 AllWeather Contractors ......................(904) 379-4614 Gutter Masters ........................................(904) 813-4388 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Ronin Contractors, LLC ...........................(904) 219-9447
SIGNS, BANNERS & FLAGS Atlantic Powder Coating..........................(904) 724-2422 Giglio Signs .............................................(904) 396-9046 STAFFING Agility HR Group .....................................(904) 281-2105 BG Staffing .............................................(904) 224-5000 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 For Rent Media Solutions .....................(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 Roberts Tree Service, Inc. ........................(904) 777-4793 TURNKEY OPERATIONS All Renew Services, LLC ...........................(904) 386-1762 Aqua Restoration ....................................(904) 683-6982 Bradburn Group, Inc. ..............................(407) 908-8001 AllWeather Contractors ......................(904) 379-4614 Creative Multi Care, Inc. ........................(904) 384-1047 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Leonard’s Painting and Maintenance ......(904) 377-0961 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Paul Davis Restoration of North Florida ..(904) 739-6047 Restore24 ...............................................(904) 737-8673 Ronin Contractors, LLC ...........................(904) 219-9447 Steve’s Painting & Maintenance ............. (904) 332-6805 Turnz .......................................................(904) 445-9573 Xtreme Solutions ....................................(904) 716-6843 UTILITY SUBMETERING Minol USA ...............................................(972) 386-6611 NWP Services ..........................................(678) 612-8094 VALET TRASH SERVICE 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 Residential Disposal Services, LLC ..........(904) 226-5191 Skinner Waste Solutions .........................(904) 239-7222 Southland Waste/Republic ......................(904) 443-2000 Sunshine Recycling Inc............................(904) 838-2852 Tide Valet Waste, LLC...............................(803) 216-0063 Waste Management Inc. of Florida .........(904) 894-4516 WATER MITIGATION Baxter Restoration, LLC ..........................(407) 580-0167 Paul Davis Restoration of North Florida ..(904) 445-0210 PuroClean Emergency Services ...............(904) 573-3566 SweetWater Restoration ....................(904) 880-1919 WEB SITE DESIGN JOE Design, Inc ........................................(904) 501-9526 RealPage ................................................(972) 820-3000 WINDOW CLEANING 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 our online Resource Guide at www.fcaaonline.com
MARCH / APRIL 2016
23
Earn your
CAMT
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What Went Wrong with 3. Plan for the budget process meetings help develop a strategy to Your Budget and How Can Planning ensure a better budget. Budget meetings, workshops – even a short retreat involving a fun activity You Improve it? – helps staff get in the habit of reading and underContinued from Page 16
2. Reinforce through
financial reviews and documenting anomalies Ensuring historical data through reinforcing financial reviews and documentation of anomalies and variances – unanticipated expenses or changes in income that affect the budget – is critical. Review financial variances, and track and identify anomalies of historical numbers, she says. Once anomalies and reasons for them are identified, avoid repeating the peaks and dips they had on the general ledger. For example, if the historical value for July vacant electric was half of what it normally should be because the invoices came after the normal billing period, you should not repeat the same trend for the following budget year. Perhaps the reason for the later postings was because someone was on vacation, the bill was lost or human error. “Timing issues occur and without tracking these issues, it’s natural to look at historical trends and just assume, ‘The financial trend was this last year, so we might as well budget the same this year because it’s probably going to happen again.’” Bright said. “If it’s a timing issue, it may not happen again. Also, don’t take the annualized number, divide by 12 and call that the monthly budget. It sounds like common sense but that’s the worst thing you can possibly do because in our industry there’s seasonality. Factoring in that seasonality is critical.” Some things are hard to budget, like when a boiler system unexpectedly blows. But Bright says budgeters need to be aware of unpredictable expenses and factor them in as much as possible. Capital walks, inventories to identify potential r eplacements or major repairs in advance of the budget season, reduce surprises in the coming year.
standing financial elements. Distributing templates or the budgeting program ahead of time and requiring a strategic approach, rather than just filling in the blanks, helps achieve true numbers. Also, automate data entry as much as possible to reduce manual typing and typos. “Spending time in budget workshops or prep sessions ultimately will reduce your time spent budgeting and get you a better base budget,” Bright says
4. Audit your budget by looking at the detail
It’s easy to review budget reports and look at variances at a high level, but you may miss the details, Bright says. For example, plugging in rental income from the previous year without looking at what drove that number, like vacancy losses and concessions, can be risky. “You can miss quite a few of the numbers because you haven’t reviewed them at a deeper level,” she said. “The devil is in the details. It’s not just looking at the highest level, but actually looking at the details once you get past that. That’s how you catch budgeting mistakes. The detail level review is critical.” Budgets are game plans that drive success, Bright says. A strategic approach to budgeting is just as important as the best marketing plan aimed at maintaining high occupancy and competitive rents in the rental housing industry. A thoroughly planned and audited budget based on historical performances, seasonality and those anomalies and good forecasting will help ensure a winning bottom line. “Budget planning. It’s a learned process.” Tim Blackwell, Contributing Editor, Property Management Insider; President, Ballpark Impressions, LLC Tim Blackwell is a long-time publishing and printing executive in the Dallas/Fort Worth area who writes about the multifamily housing and transportation industries. He has contributed numerous articles to Property Management Insider, and worked as a newspaper reporter in the D/FW area. Blackwell is president of Ballpark Impressions, and publishes the Cowcatcher Magazine. He is a member of the Fort Worth Chapter/Society of Professional Journalists.
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by Brian Wolk, The Law Offices of Heist, Weisse & Wolk, PA b
LEGAL OR NOT? Our management staff is often perplexed about procedures with regard to security deposits. For example, we are confused as to what should be done when we are returning the full security deposit and no claim is being made. How much time do we have to return the deposit in that case? Also, in the event we do make a claim, how many days does the resident have to respond? We are also unsure as to what happens if the resident does not respond to our notice to impose the claim on the security deposit. We emailed the notice to the resident’s last known address in an effort to reduce expenses, as certified mail is so expensive now.
F 83.49(3) gives the propertyy manager 30 days from the time the resident vacates the FS aapartment partment to make a claim upon the resident’s securityy deposit. In your case you made a critical error. The statute requires you to send the notice byy certified mail to the last kknown address off the resident. You should not have onlyy emailed the notice. Also keep in n mind that the propertyy manager has only 15 days from the date the resident vacates to o return the securityy deposit iff the manager is not making anyy claim on the security deposit; however, the full refund does not have to be sent byy certified mail. Iff a proper d cclaim laim is made on the securityy deposit, then the resident has 15 days to respond in writing. in ng. The apartment communityy mayy disburse the securityy deposit iff the resident fails to dispute the claims within 15 days off receipt off the securityy deposit claim letter. The propd ertyy manager must keep in mind even in that instance that the resident still has five years to bring suit for the return off the securityy deposit. Iff you find yourselff taking more than 15 days and a resident or resident’s attorneyy accuses you off violating 83.49(3), do not respond to the resident or the attorney, and call your attorneyy at once. Remember that if the securityy deposit claim is contested, and the resident hires an attorneyy and is awarded at least some part off the retained deposit, the apartment communityy will usuallyy be liable to the resident for significant attorney’s fees. The stakes are high, so make sure you complyy with the statute in full.
We are hoping to non-renew two of our residents, due to problems we continually have with their children. During the last none months, we have received multiple complaints from residents who have witnessed vandalism and outlandish conduct by the children. Our courtesy officer has had to escort the children from the club room late one night, the children are often left unsupervised, and they generate excessive guest traffic due to all of their friends who come and join them in the common areas, often creating a ruckus in the process. Our lease requires 30 days’ notice to non-renew, and the time to do so is getting close. We are concerned that these residents will claim fair housing violations, because they accuse us of not welcoming children into our apartment community. Should we non-renew? Are we required to give a reason to non-renew? We need to do something, as we have good residents leaving because of this resident and her children. Continued on Page 34
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Your Customer Service Checkup By Charles Marshall, Humorous Motivational Speaker
Wouldn’t it be a great idea if we all could get a customer service checkup every now and then? But getting a checkup isn’t always a pleasant experience, is it? Sometimes you hear things you don’t want to hear. I went to the doctor for my annual checkup the other day and the first thing the nurse did was have me hop on the scale. Man, I hate that. The doctor’s scale always says I weigh more than my bathroom scale does. At home, I know exactly where and how to stand on my bathroom scale to coax the best number out of it. I know that if I lean way forward with my toes hanging over the edge I can shave at least two pounds off my total weight. Also, at home, I can prepare for my weigh-in by shedding every bit of extra baggage before I get on that scale. I’m not talking about just taking off my shoes and wrist watch. I’m way beyond that. I blow my nose, trim my nails, take out my contacts, shave, swab out my ears--whatever I can do--to nudge that scale down just a little bit. I can tell you from first-hand experience, though, that the doctor’s staff really frowns on this type of behavior. Start peeling off a couple clothing items, and you can bet they’ll freak out and say things like, “You’re scaring the other patients” or “We’re calling the police.” All because I’m just trying to wrangle the best weight out of one of those dang doctor’s scales. Getting a checkup turned out to be a real good thing for me, though, because I found out a couple of things that I need to take care of, and as a result, I’m healthier for the trip. So, that experience made me wonder what a customer service checkup might look like. I’m pretty sure it would have a few questions that would help us measure our own performance. Some of those questions might be:
1
30
When was the last time that you went above and beyond the call of duty? When was the last time you did something for somebody that was clearly not in your job description? Maybe you stayed behind at a corporate event and helped clean up and stack chairs. Maybe you volunteered to give people rides. Maybe you called a customer with a helpful bit of information that might make their life easier.
MARCH / APRIL 2016
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How would most people describe their experience interacting with you? Would they say they always come away energized and encouraged? Would they say you were pleasant and helpful? Would they say you seemed to genuinely care about them? When was the last time somebody went out of their way to thank you for helping them? People normally don’t offer praise unless they have experienced service that was truly remarkable. Are people bragging about what you’ve done for them?
The great thing about any checkup is that the results are confidential. They are meant for your eyes only. So, if you were able to answer all of those questions in the positive, and you came out looking great, well, good for you. Keep up the good work! However, if you found yourself tipping the scales in the other direction, then remember that it’s never too late to start getting your customer service skills in shape. And before you know it, people will be weighing in with praise about your great service. © 2016 Charles Marshall. Charles Marshall is a nationally known humorous motivational speaker and author. Visit his Web site at www.CharlesMarshall.net or contact him via e-mail at charles@charlesmarshall.net.
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Order Tickets NOW at FCAAONLINE.COM 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 R $____________Check (enclosed) R Invoice R Credit Card Name on Card: _______________________________________________________ CC#: ____________________________________________________Exp. ________
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.
Billing Address: _______________________________________________________ ____________________________________________________________________ Signature: ___________________________________________________________ MARCH / APRIL 2016
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by Brian Wolk, The Law Offices of Heist, Weisse & Wolk, PA b
LEGAL OR NOT? Continued from Page26
Th There is no requirement under Florida law that you have a reason when you decide to non-renew a resident of a conventional apartment community. In the same way the resident no can non-renew the lease, you can as well, as long as legally proper notice is given according to ca the terms of your lease, and provided that your lease complies with the Florida Statutes. Howth ever, huge problems may arise if an apartment community manager decides to non-renew ev a resident in a retaliatory or discriminatory manner. Non-renewing residents who complain about habitability issues or non-renewing a particular type of individual in a discriminatory ab manner is a violation of both Florida law and federal law. In your particular case, the resident m may claim that you are discriminating against her because of the children, which would fall unm der familial status discrimination. If a fair housing complaint were filed against you, you would de have to prove that you had independent reasons for the non-renewal and that your reasons were not discriminatory in nature. This is when your records that the children have caused significant problems will help your case. Situations like this highlight the need for detailed record keeping and complete incident and phone logs. You should have your attorney review all your proof to evaluate whether you have enough independent reasons for non-renewal before you actually decide to non-renew.
On occasion, we receive a security deposit refund check sent to a former resident back in the mail, because the resident moved and left no forwarding address, or refused to accept the certified letter. We continue to follow Florida law and have maintained these monies in a separate trust account on behalf of those residents. Now there are thousands of unclaimed dollars in this account, and this is driving our finance department crazy. Our vice-president of finance would like to remove these funds from our trust account and place them into our general operating account. Is that legal? We really doubt that the former residents will ever be located.
There are millions of dollars in unclaimed funds sitting in trust accounts throughout Florida. Th As tempting as it may be, you may not use these funds, but rather must turn them over to the State of Florida after a specified time period. There are also reporting requirements for holders St of these funds which must be followed, or penalties will be imposed. The reports can be filed by mail or online. After holding an unclaimed security deposit for 5 years, the money must be turned over to the Florida Department of Financial Services office. The State of Florida has a website for all the forms and instructions. Prior to filing the report, it may be advisable to attempt to locate the former resident using information found on the application. Many at residents often refuse to accept certified mail, thinking that somehow they are in trouble. re Please keep in mind that while a property manager is required to send the Notice of Intention to Impose Claim on Security Deposit to the resident by certified mail, there is no requirement that you send the refund money to the resident that way. Sending the refund money by first class mail is not prohibited by the statute.
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PERSONAL COMPUTING:
Microsoft Pushing Windows 10 Hard By Reid Goldsborough
Do you like Windows 7? Many people do. In organizational settings, some custom programs are customized for Windows 7. A small percentage of printers and other peripherals work with it but not its successors. With some people, it’s just inertia. If it ain’t broke, why fix it? But Microsoft doesn’t want you to use it anymore. It wants you to upgrade your Windows 7 and Windows 8 systems to Windows 10, and it’s pushing hard. Despite its lush profit margins and storehouse of cash, Microsoft wants to save money by not having to support earlier operating systems. First, it broke precedent by announcing that for consumers wanting to upgrade their existing Windows 8 or Windows 7 machine, the cost during the first year after its release would be nothing. This is a good thing. Not so good is Microsoft bugging you with periodic nag pop-ups that this upgrade is available. Even worse is Microsoft’s recent announcement that it will automatically upgrade Windows 7 and Windows 8 systems through Windows Update over the next months unless you tell it otherwise. Telling it otherwise isn’t completely straightforward.
To prevent Microsoft from automatically installing Windows 10 on your Windows 7 computer, you should do these things:
Prevent Automatic Install
1. 2. 3. 4. 5.
Open Windows Update through your Start Menu. Click Change Settings Under Important Updates, choose “Check for updates but let me choose whether or not to download and install them” Under Recommended Updates, check “Give me recommended updates the same way I receive important updates” Click OK
Step number four above is the one that’s not intuitive since Windows 10 will become a recommended update. Microsoft is being so aggressive that even after you do this, it will indicate you have a problem with Windows Update through its Taskbar icon “Solve PC issues.” Just ignore this. Microsoft previously stopped “mainstream support” of Windows 7, in January 2015. This means that Windows 7 doesn’t benefit from new features, and you can’t call Microsoft for free help. But Windows 7 still receives all-important security fixes. Microsoft plans to maintain Windows 7 “extended support” until January 2020, when security fixes will no longer be provided.
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With Windows 8, Microsoft made one of the biggest business miscalculations in history. By putting a tablet and smartphone interface on its PC operating system, it sought to boost sales of its own tablets and smartphones, which lagged far behind competitors. But the result was sabotaging sales of PCs made by others while doing nothing for the sale of Microsoft’s tablets and smartphones. Before Windows 7, the darling of Windows aficionados was Windows XP. But Microsoft stopped supporting XP in April 2014, which meant it stopped releasing bug fixes, including those related to security. For a large number of people, particularly those in the corporate world, this eliminated XP as a viable product. In a marketing contrivance, Microsoft named the successor to Windows 8 not Windows 9 but Windows 10. Windows 7 follows Windows Vista, Windows XP, Windows 2000, Windows NT, Windows Me, Windows 98, Windows 95, Windows 3.0 and 3.1, Windows 2.0 and 2.1, and Windows 1.0. Windows 10 was released in July 2015, Windows 8 in October 2012, and Windows 7 in October 2009. Microsoft seems to alternately release a brilliant major version of Windows followed by a brain-dead version.
Windows 95 was good, Windows ME bad, Windows XP good, Windows Vista bad, Windows 7 good, Windows 8 bad, and Windows 10 good. Microsoft learned from its mistakes with Windows 8. It brought back the much missed Start menu, where you can start programs from the bottom left of your screen. Additionally, Microsoft’s “modern apps” no longer try to take over, letting you use them in a desktop window if you like, which makes sense because the product is named and has always been named Windows. With Windows 10, Microsoft isn’t abandoning its wishes that everyone use Windows on smartphones and tablets as well as desktop and laptop PCs. Window 10 switches interfaces depending on the type of device it’s used on. It looks one way on devices in which users primarily use a keyboard and mouse or other pointing device, such as a desktop or laptop PC. And it looks another way on devices in which users primarily use a touchscreen, such as a tablet or smartphone. With convertible laptops/ tablets, it asks users what they want. Microsoft should follow the spirit of this by making it easy, not difficult, for users to use what they want, Windows 7, Windows 8, or Windows 10. Reid Goldsborough is a syndicated columnist and author of the book Straight Talk About the Information Superhighway. He can be reachedza at reidgold@gmail.com or www.reidgoldsborough.com.
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