Coastlines

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THE OFFICIAL NEWSLETTER OF THE FIRST COAST APARTMENT ASSOCIATION

www.fcaaonline.com July / August 2017

What Happened to “You’re Welcome”?

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CoastLINES

CONTENT

DOROTHY PALMER, Secretary Parkland at Orange Park KATIE WRENN, Immediate Past President Milestone Management

6

Transformational Thinking – Same Old Stuff, New Approach

COMMUNITY DIRECTORS

8

Strategic Questions Increase Sales

BRIAN CRON American Management Group

10

AVAILABLE FOR RENT - FCAA Training Rooms oo oms

BRIAN DAVIES WRH Realty Services

12

What Happened to “You’re Welcome”!

BETH LAKIN 220 Riverside

17-20 Industry Resource Guide

JODY MAYOR Fort Family Investments

22-23 July Dinner Meeting Pictures

SHARON STEFFEN Mission Springs

24

Legal or Not?

ASSOCIATE DIRECTORS

25

FCAA 22nd Annual Golf Tournament entt

HOLLY FOX ET&T Distributors

26-27 Summer Sizzler Pictures

JASON FROTTEN HD Supply

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2017 Premier Sponsors

DUSTIN HAWLEY RentPath

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RICK BIERMANN, Assoc. Vice President Redi Carpet

JEFF JACKSON Sherwin-Williams TERRI JEFFRIES Cutting Edge Carpet MELISSA LOHMEYER Apartments.com

Calendar of Events!

August 9

Emergency Preparedness & Paint and Repair

August 10

Bowl-A-Palooza - Join us on Thursday,

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KRIS MILLERSCHONE Lakeside DIRECTORS EMERITUS DARLA ERDELYI Giglio Signs JOHN GRAY NCC Business Services DALE PRITCHARD A Greener Image STEVE THOMAS Maintenance Supply Headquarters ERIN TRIAY For Rent Media Solutions JILL WRIGHT Horizon Realty Management FCAA STAFF LINDSEY McCLAIN Executive Vice President TAYLOR TUCKER Director of Special Events CRYSTAL VERASTEGUI Director of Education & Membership

August 17

Reverse Trade Show

September 14

Sept. Dinner Meeting

September 20-21

CPO Class

September 22

Golf Tournament

October 10-14

FAA Education Conference

October 19

Oktoberfest

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.

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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 J U LY / A U G U S T 2 0 1 7

5

Transformational Thinking – Same Old Stuff, New Approach

By Mindy McCorkle

How often do you ask someone ‘how are things going?’ and get ‘same stuff, new day’ or something similar? Well, we’ve all heard it before; heck, we’ve probably all said it. Some of us have probably said it using more colorful words. Maybe it’s time we transform how we think. Maybe we can turn that phrase into ‘same old stuff, new solution!’

There’s a buzzword I keep hearing: Transformational Thinking. Isn’t that really just a fancy way to say ‘thinking outside the box’? It doesn’t really matter what you call it. Transformational thinking; thinking outside the box, unthinking – whatever you choose; regardless though, the concept is valid. Think of it this way: transformational thinking is essentially letting go of old ways of thinking and embracing new or different ways of thinking and behaving in order to achieve better, more productive results. Successful transformational thinking depends on the willingness to take risks, and to make decisions based not on past experience, or how we’ve always done it, but on the possibility of a better, or at least different, outcome.

So, to help myself transform my thinking, I came up with a list of 6 ideas, action items if you will, to help me transform the way I think about solutions to the problems I face on a regular basis. You won’t like all of these ideas – and that’s OK. Not all of these will fit into your life. And that’s OK, too.

That’s what makes us unique individuals. But I’m betting one or two of these will speak to you in some way. And if this list doesn’t do anything but get you to start thinking about thinking differently, then the time spent reading this article will be time well spent in my opinion.

So here goes!

11.

Forget what you know. Knowledge alone won’t lead to a big break-through or ground-breaking resolutions. In fact, the more experienced and knowledgeable we become; the more dependent we become on doing things based on what we know (or what we think we know) and we often take action without really thinking about it.

Think about how you drove to work today. Do you recall unlocking your doors, starting the engine, changing gears, applying the brakes? Likely not, because you are so experienced at diving that you didn’t really have to think about it – you just did it.

We get like that in our daily lives as well – at work and at home. When we become seriously seasoned, even when a new challenge presents itself, we think we know what to do based on our experience, and that can lead to sub-par solutions. So forget what you know and approach the challenge as if it’s your first day on the job.

22.

Turn it upside down. Turning something upsidedown, whether physically by flipping a report around, or metaphorically by re-imagining it, can help you see patterns or details that wouldn’t otherwise be apparent. The brain has a bunch of pattern-making habits that often obscure other, more subtle patterns; changing the orientation of things can help hidden patterns or details emerge. If it’s an intangible problem, ask yourself what the solution would look like if the least important outcome were the most important.

In an effort to transform my own thinking, I reached out to some of the most innovative people I know and asked them for help. I spent significant time researching the companies who consistently go beyond the ordinary solutions; and I followed a number of thought leaders on the subject. And after all that, I learned three things: 1

There isn’t a one-size-fits all solution.

2

It takes real courage and dedication to truly transform anything, including thinking; and

3

6

‘Business as usual’ is no longer sufficient.

And we need to develop the tools to help us transform our thinking, to put our ‘outside the box’ concept into overdrive.

J U LY / A U G U S T 2 0 1 7

33.

Look outside our industry. Expand your network to include people in other businesses, join LinkedIn groups that focus on other industries or are primarily made up of other industry professionals. Pick up a trade magazine in an industry other than yours, follow leaders from other verticals, and learn about how things are done in other industries. You might find that many of the problems people in other industries face are similar to the problems in your own, but they may have developed quite different ways of dealing with them.

44.

Create an inspirational workspace. I realize sometimes we are given an office or workspace that we just have to accept. Workplaces are typically designed to make the most efficient use of space. And sometimes companies have strict rules on what you can and cannot do in our workspace. So please don’t take this as my suggestion that you violate company policy. A professional atmosphere, especially in an environment where customers are present, is important. I firmly agree with that. However, in our properties, I think we get so tied to making sure that we leave things just as the decorator designed them, and rarely does the decorator consult with the people that will actually be working in the space, that we forget that it’s not just a place to “wow” the customer or get work done. It’s a space where our associates will spend a great deal of their time. As much as you can, incorporate items that inspire you. Make sure the lighting is conducive to productivity and inspiration; where you can choose colors that you love. Keep the clutter to a bare minimum. Use office supplies and tools that make you happy. Vibrant colors make me happy. I don’t use manila folders and black or blue pens (except when signing legal documents). My folders are bright and colorful, I use colored Sharpies for writing, I have a chalk board in my office with colored chalk where I write my wish list or note how many days it is to something I’m really excited about. Anything you can do to incorporate items that ‘speak’ to you will help with daily inspiration. Think about the really creative, innovators you know. What do their office spaces look like?

Mark Twain had a billiards table as his desk. Google has sofas made out of boats. Inspirational workspaces help foster innovative, creative, transformational thinking.

“Loyalty to petrified opinions never yet broke a chain or freed a human soul in this world – and never will.”

– Mark Twain

5

5.

6

6.

If you manage a team, hand out Magic wands. Give a ‘magic wand’ to a team member that normally doesn’t deal with the types of situation you are currently dealing with. Give them the magic wand and then let them use it. Ask them to decide what magic spell they’ll cast.

How would they tackle the problem at hand? If they had real magic, what would the solution look like? This one takes real courage because you can’t always override the magic, but it will be a learning experience for both of you. And who knows, they may just come up with the best solution yet!

Act like a kid. Before tackling a bigger challenge, take a few minutes to play. Color in a coloring book; build a Lego building, sculpt something with Play-Doh; whatever sounds like fun to you. There are a few rules but they are simple: it must be easy to start so have the ‘toys’ easily accessible; and you must not think about the problem while you’re playing. There aren’t enough hours in the day as it is and now I’m asking you to spend some of it playing? I must be crazy, right?! Well, maybe not. There are tons of studies and stats on how doing something that reminds us of our childhood helps clear our mind, ease our stress, and jump starts our creativity. I won’t take up our time with all the statistics but think about this. Have you ever seen a child figure out how to get something open that was meant to keep the out? Or figure out how to get the cookies off the top shelf in the cupboard? They can do things like that because they don’t know they can’t. They have a durable tenacity that prevents them from quitting until they get what they want.

According to British researcher, Jackie Andrade, in a study published in the Applied Cognitive Psychology Journal, doodling not only helps with memory, but it creates more productive, creative employees. Companies like Google, SAS, and Intuit let employees have playtime on the clock. Why? When you color or doodle, or play with clay or Legos, you feel calmer, more clear-minded, more creative, and can more easily see a broader range of options.

With Play-Doh and crayons, you get an added benefit of the smell. A smell can bring on a flood of memories, influence people’s moods, and even affect their work performance. If the challenge you are facing is a fairly simple one, just smelling the crayons or the Play-Doh and taking a minute or two to relish that smell may do the trick!

Give a few of these a try and you may just transform your thinking!

Mindy McCorkle, owner and Chief Enhancement Officer of Enhancement Talent Development, LLC, has decades of experience in management, sales, operations, and leadership, but don’t let that fool you - she’s refreshing and original. Colleagues, students, and team members frequently comment on Mindy’s approachability and openness, and view her as a leader and inspiring mentor. She’s fun, smart, motivating, and genuine. For more information on Mindy or Enhancement Talent Development, visit www.enhancementTD.com or email her at mindy@enhancementTD.com.

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Strategic Questions Increase Sales

By Leah Brewer, NALP, CAM, The Leasing Queen

“What do you like best so far?”, the leasing consultant asked her client halfway through the tour of an available apartment.

M a ny leasing consultants click onto autopilot during a tour. They know their property, product and prepared presentation. When it is time to show the common areas and the apartment or model, the babble begins. Often it reminds me of a wind-up doll taking off in a patterned movement and pace each time their key is wound up and released. While this technique is easy and safe for beginner consultants, it is ineffective in creating the necessary relationships that lead to increased sales.

Leasing consultants who know their product and presentation can now concentrate on new skills including customized, personalized tours and planned interaction with their prospect. Ask questions that get the client involved with the process and thinking how the apartment fits their needs.

What do you like best so far?

How would you arrange your furniture in this room?

Who gets the larger bedroom?

Additionally, questions that show you understand the moving process, including the related stress and disruption of routines, helps bond and build rapport with your prospect.

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How are you feeling about the move...are you excited, nervous, anxious….?

Which of your friends offered first to help you move?

Will you have to take any time off work to get yourself moved in here?

Strategic questions help build strong sales relationships. Relationship selling involves focusing on the personalized features and benefits of your apartments, customized leasing information and an involved prospect who feels safe sharing their thoughts with you. Relationship selling helps your prospect feel at home. Superstar leasing consultants spend quality time creating relationships with true enthusiasm and conviction.

Enhance and advance your leasing presentation to include strategic questions and relationship-building dialogue and you will show your prospect that you understand and care about their situation. This FREE technique will increase your occupancy through increased sales and retention.

Leah Brewer, NALP, CAM, is known as The Leasing Queen for the creative and compelling leasing techniques she employs to fill apartment vacancies, with 30 years of battlefield experience in multifamily housing, from a leasing consultant to a consultant for leasing.

Leah is an industry leader with results-oriented training and marketing solutions to apartment occupancy challenges. She presents fun, interactive and informational workshops nationally, designed to get immediate results. www.FullHouseMarketing.com.

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What Happened to “You’re Welcome”?

By Doug Chasick, CPM®, CAPS, CAS, Adv. RAM, CLP, SLE, CDEI The Apartment Doctor™

I indulged myself in a little retail therapy today, and at various establishments, in response to me saying “thank you” to the salesperson at the completion of the transaction, I received the following responses:

2.

2

“Because that’s our policy”: This is just another way of saying “You wouldn’t understand - you’re not worth explaining it to – go away”. While I do not advocate anarchy, I do advocate having a minimum of “absolute” policies – most of the decisions that have to made each day should be made locally, based on the particular circumstances. This requires hiring competent people, training them well, and letting them make frontline decisions (AND holding them accountable for those decisions) that please our customers.

3.

3

“That’s not my job” Please add the following sentences to all the job descriptions used by your company: “Ultimately, your job is get whatever needs to be handled, handled - in a prompt, professional and responsible way. If you cannot handle it, then it is your job to make certain that the person who can handle gets involved at the earliest possible moment, and that you assist them in any way possible, as opposed to dumping it on them. In short, there is no such thing in our company as “It’s not my job.”

4.

4

“I’m too busy right now” Really? How much busier will you be when, in addition to everything else you’re doing, you also have to re-lease my apartment, schedule the extra, unexpected turn, etc.? If we are TRULY too busy to take care of our customers, then we have a training, scheduling or staffing issue – otherwise, we need to ALWAYS remember who pays our salaries and bonuses.

5

“I’ll have to get back to you” Sometimes, we just don’t have the answer – and when we don’t, we should check it out instead of making something up. The problem here is not what we are saying; it’s how we say this. First of all, I like to ask someone if it’s OK to get back to them, not tell them. I also like to tell them WHEN I will get back to them – day and time – so they have some certainty. And finally, I GET BACK TO THEM when I say I will (or sooner) even if I still don’t have the answer, because I know they are expecting my call, and will appreciate an update if I can’t finalize the issue at that moment.

“No prob.”

“No problem.”

“Sure.”

“No worries.”

And my personal favorite: a head nod with no words.

Not once did someone say “you’re welcome”. Have I turned into a Wazzer?

I don’t know about you, and I have found that “Wazzers” annoy me – you know, those guys who walk around talking about “Oh, I loved it when this WAS like that”, and “Gee, I really wish this place WAS more like it used to be”, and “Wow, it WAS a lot nicer when people were more polite” – those guys! Well, I guess there is some truth to the saying that you become what you can’t stand, because I find that when it comes to customer service and manners, I’m becoming a Wazzer myself!

I know that there is no free lunch, and that I can’t get something for nothing, and I am therefore fully prepared to pay good money for good products and services. So, what’s the problem? Well, I am convinced, after countless customer service-less encounters, that many people working at many businesses just don’t care about MY customer experience.

And so, as a public service, to try and curb my customer rage and to channel all of that energy into something positive, I offer the following suggestions to minimize customer rage: Eleven Things NOT To Say To A Customer: 1.

1

12

Nothing: It’s better to say just about anything (professionally and politely, of course) than to say NOTHING! How much more can you show someone how little you care about their business than to say nothing? “Oh, you want to move at the end of your lease? Fine.”

J U LY / A U G U S T 2 0 1 7

5.

Continued on Page 14

MARCH / APRIL 2017

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Continued from Page 12

What Happened to “You’re Welcome”?

By Doug Chasick, CPM®, CAPS, CAS, Adv. RAM, CLP, SLE, CDEI The Apartment Doctor™

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8

8.

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“Hello . . . hold, please” This is the incoming equivalent of calling someone and launching into our conversation without ever asking them if this is a convenient time to talk, or if they have a minute. I know our phones get crazy, and we feel like we have to handle a bunch of stuff at once and yet, when we do this, how many times do we end up going back and RE-DOING things because we were not focused enough to get it right the first time? If you are going to answer multiple calls, at least ASK someone if they mind if you put them on hold – and if you ask them if it’s OK to put them on hold for a minute, PLEASE, make it ONLY a minute (or less!)

“Didn’t you read your lease?” Excuse me, you’ve been in the property management business HOW LONG? Most residents DON’T read their lease (or the Rules & Regulations, or pretty much anything else you gave them at move-in or during the term of their lease), even though you sat down and read it to them, and highlighted it with a thick yellow marker, and had them initial it and then attached it to them with duct tape.

Or, maybe they read their lease and just don’t understand it. And even if they DID read it, and DID understand it, so what? How would you feel if a brand-new, just purchased something of yours blows up, and, when you take it back into the store, they say, “Didn’t you read your warranty?” Sure, the conversation may get to the warranty eventually, and it sure shouldn’t START there. I’d start with a polite greeting and explain the problem, mentioning that it is addressed in their lease, and take it from there.

“I was too busy to call you back” (See number 4 above) Well, that’s just great – I’m glad to know that there are far more important things to do, people to see and places to go than handling little ol’ me. I can just ask one of my neighbors where to drop off this Notice to Vacate . . .

J U LY / A U G U S T 2 0 1 7

9.

9

“Well, I told ____ to take care of that” (see number 3 above). While it is completely appropriate to delegate things, there is a HUGE difference between delegating and dumping. Once you are aware of and/or involved in a customer service issue, it’s yours through completion, even if someone else ultimately takes care of it. That means that we communicate.

10.

10

“If I do this for you, I’ll have to do it for everybody” Well, we certainly don’t want anyone to feel TOO special, do we? While part of our job is to practice fair housing, observe all laws, rules, and regulations and to offer equal treatment to everyone, that doesn’t mean that we can’t make everyone feel SPECIAL in the process. And, so what if you have to do it for everybody, if it makes financial sense and makes everybody feel SPECIAL – why not?

11.

11

“THIS is what you’re so upset about?” Perception is reality, reality is perception. Regardless of how important (or not important, or trite or ridiculous or dumb or . . . well, you get the idea) we think their problem is, it is the MOST IMPORTANT thing in their life at the moment and we need to treat them like it is the MOST IMPORTANT thing in our life – unless, of course, we don’t want them as a customer anymore.

Oh, and please remember these two phrases you SHOULD say: “Thank you” and “You’re welcome”. People still like to hear these!

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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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 Ronin Contractors, LLC ...........................(904) 219-9447 Steve’s Painting & Maintenance ............. (904) 332-6805 BIOHAZARD WASTE CLEANUP Bio-One...................................................(904) 910-8558 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 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 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 Jean’s Maid Services ................................(904) 463-5704 Krystal Klean ...........................................(904) 309-3877 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 Ronin Contractors, LLC ...........................(904) 219-9447 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 Green Built Construction .........................(904) 683-0879 Homee On Demand.................................(904) 705-4575 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 EMERGENCY RESPONSE Paul Davis Restoration of North Florida ..(904) 445-0210 Restore24 ...............................................(904) 737-8673 EVICTION SERVICES 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 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 First Choice Luxury Vinyl Plank Flooring ..(706) 271-8023 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 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 Building Innovations ..............................(904) 400-0421 Coastal Reconstruction Group, Inc. ........(407)-644-1800 Complete General Contractors ................(850) 932-8720 FSI Construction ......................................(904) 703-3762 Green Built Construction .........................(904) 683-0879 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Paul Davis Restoration of North Florida ..(904) 739-6047 Rescue Construction Solutions, Inc..........(919) 615-1759 Ronin Contractors, LLC.............................(904) 219-9447 SweetWater Restoration ....................(904) 880-1919 GOLF CARTS Mid Florida Golf Cars ...............................(904) 731-1832 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 Ronin Contractors, LLC ...........................(904) 219-9447 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 For Rent Media Solutions .......................... (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 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 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 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 For Rent Media Solutions .......................... (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 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 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 Ronin Contractors, LLC.............................(904) 219-9447 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

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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 Green Built Construction .........................(904) 683-0879 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 The B.A.P Company, Inc...........................(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 Krystal Klean ...........................................(904) 309-3877 Jax Elite Home Services ..........................(904) 484-8288 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Rescue Construction Solutions, Inc..........(919) 615-1759 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 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 Ronin Contractors, LLC ...........................(904) 219-9447 SweetWater Restoration ....................(904) 880-1919 RENTAL RELOCATION Apartment Finder ...................................(904) 464-0709 Apartments.com ....................................(904) 778-5118 For Rent Media Solutions......................(904) 296-7171 RentPath .................................................(904) 262-0863 Ronin Contractors, LLC ...........................(904) 219-9447 RESEARCH/PLANNING Real Data.................................................(704) 369-2345 RESTORATION/REHAB AllWeather Contractors ......................(904) 379-4614 AAPCO Florida .........................................(800) 728-2690 Coastal Reconstruction Group, Inc. ........(407)-644-1800 Green Built Construction .........................(904) 683-0879 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 Ronin Contractors, LLC ...........................(904) 219-9447 SweetWater Restoration ....................(904) 880-1919 ROOFING AAPCO Florida .........................................(800) 728-2690 All Pro Roofing ........................................(904) 337-1082 AllWeather Contractors ......................(904) 379-4614 Green Built Construction .........................(904) 683-0879 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 S3 Security .............................................(904) 449-6104 SIDING AAPCO Florida .........................................(800) 728-2690 AllWeather Contractors ......................(904) 379-4614 Green Built Construction .........................(904) 683-0879 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Rescue Construction Solutions, Inc..........(919) 615-1759 Ronin Contractors, LLC ...........................(904) 219-9447 SIGNS, BANNERS & FLAGS Giglio Signs .............................................(904) 396-9046

STAFFING 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 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 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 Ronin Contractors, LLC ...........................(904) 219-9447 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 Paul Davis Restoration of North Florida ..(904) 445-0210 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.

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LEGAL OR NOT?

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

Due to some recent business closings in our city, our apartment community served a large number of 3-day notices this month. The rent is due on the first of the month, and according to our lease, the late fee is triggered on the fifth of the month. One of our residents is playing loud music late at night. Residents also report drug activity at this apartment home, but the police have neither been called out, nor have any arrests been made, so we are unable to serve the resident with a termination notice for the criminal activity. We decided to catch the resident off guard and serve him a 3-day notice on the fourth of the month, instead of waiting until the sixth of the month like we did with all our other residents behind on the rent. We did not include a late fee in the amount demanded. Just as we thought, the resident did not pay the rent prior to the expiration of the 3-day notice. Will we have any issues if we attempt to evict the resident for nonpayment of rent?

It is never a good idea to attempt to evict for nonpayment of rent if your real reason for filing an eviction action is unrelated to the nonpayment of rent. Serving the resident a 3-day day notice very early in the month is an easy clue to a judge that the nonpayment of rent eviction may be a seven-day notice eviction case in disguise.

Judges will be less than happy if that is the case. Judges require property managers to use the seven-day notice process if evicting for reasons other than nonpayment of rent. Also, since you are treating the resident differently by serving the 3-day notice earlier than normal, your company may become vulnerable in an eviction lawsuit for not following normal default procedures, and if the resident is a member of a protected class, there could even be fair housing law ramifications. Even though the lease requires rent to be paid on the first of the month, it also states that the late fee will not be assessed if the rent is paid before the fifth of the month. Some judges may believe the lease language means that rent is not truly late until after the fourth of the month. If the resident obtains an attorney, contests the eviction and prevails in court, your company could be liable for the resident’s attorney’s fees, an amount which could be significant.

Several months ago our office processed an application, accepted the applicant, and the applicant moved into the apartment home. Yesterday we received phone call from our courtesy security officer that this resident had been arrested before for a serious crime, and that the judge withheld adjudication. Our staff is very upset about this situation. We feel misled, as the resident never told us about this. On the application the resident indicated that he had no criminal convictions. We only ask if the applicant has any criminal convictions. Can we evict this resident for misrepresenting facts on his application?

Continued on Page 30

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FIRST COAST APARTMENT ASSOCIATION

Annual

Golf Tournament Friday, September 22, 2017 7 St. Johns Golf & Country Club

205 St. Johns Golf Drive, St. Augustine, FL 32092 (Located off Interstate 95, Exit 329 or CR210, go west, entrance will be 1 mile on the left)

7:15 am: Registration & Continental Breakfast

8:30 am: Shotgun Start (Captain’s Choice)

$109 Per Member $139 Non-Members Registration Fee Includes: Continental Breakfast, Lunch & Prizes

Register online at www.fcaaonline.com

FCAA 22nd Annual Golf Tournament – REGISTRATION FORM Fax to FCAA at (904) 292-1291 • or Return Registration with Payment to: FCAA, 9456 Philips Highway, Suite 4, Jacksonville, FL 32256 Primary Golfer’s Name: _________________________________Handicap_____________________ Company: ____________________________________________Phone Number: _______________ Others in Foursome (if applicable) Name: ____________________________ Company: ______________________ Handicap: ______ Name: ____________________________ Company: ______________________ Handicap: ______ Name: ____________________________ Company: ______________________ Handicap: ______ R Primary Golfer/Company will pay for foursome R Each player will pay separately R Mulligans $5.00 ea. OR 3 for $10.00 (Maximum 3 per golfer) R Lunch Only $30 per person TOTAL $________

SPONSORSHIP OPPORTUNITIES AVAILABLE! Sponsorships sell quickly, so don’t miss out! Contact Taylor Tucker at 904-292-1345 or e-mail her at Taylor@fcaaonline.com for more information.

Billing Information: R VISA R MC R AMEX # EXP: ________ Card Number: ______________________________________________________________________ Billing Address: _____________________________________________________________________ Card Holder Signature: _______________________________________________________________ M AY / J U N E 2 0 1 5

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r e l z z i S

Sponsoredd By B

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SMOKE-FREE HOUSING IS

76% of renters prefer

88.1% of adults in St. Johns County do NOT smoke

Only 11.9% of adults in St. Johns County smoke

Smoke-free housing reduces the risk of fires, and reduces insurance premiums

Smokers cost more money Source: Smoke-Free Environments Law w Project

Average cost to clean a smoker’s apartment: $3,509 A

Most residents do NOT smoke

Average cost fo clean a non-smoker’s apartment: $558

smoke-free housing

Smoke-free

GOOD FOR BUSINESS

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For more information on smoke-free housing, visit www.tobaccofreestjohns.com J U LY / A U G U S T 2 0 1 6

LEGAL OR NOT?

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

Continued Co C d from Page 24

Yo did not ask enough qualifying questions on your application. Many arrests do not You actually result in convictions, even if it is undisputed that the criminal act took place. Sadly, ac this resident can easily argue that he was completely truthful when he filled out the th application, since there has in fact been no conviction. An important question to also ap ask is whether there has been an adjudication withheld or adjudication deferred on the as applicant’s record. This question is more inclusive, and if the resident answered “no” to this, ap it would have allowed you to evict based upon the resident giving false or misleading information, if this right was listed on the application or lease. Our office has reviewed in hundreds of applications on which blanks are not filled in, information is hard to read or hu completely illegible, or phone numbers given turn out to be disconnected, and yet these applications are approved. An applicant who is desperate to become a resident will go out of his way to misrepresent or distort background information. It is imperative that a property manager carefully examine an application before accepting an applicant.

I received a long email from a former resident last night. The resident is threatening to sue the owner of our apartment community, because she believes we have violated Florida law with regard to our handling of her security deposit disposition. I am not at all clear whether I did something wrong. We inspected the apartment home after the resident vacated and found no property damage at all. The resident left the apartment home in almost perfect condition. We sent out a Statement of Deposit Accounts letter (“SODA”) within 15 days by certified mail, and stated that there were no amounts deducted from the security deposit. Our management company is located in Arkansas, and it takes about three weeks from the move-out date to process the final disposition paperwork, so this resident should receive her full deposit refund soon. I am under the impression that our management company has at least 30 days to refund the security deposit. Did our company comply with the Florida Statutes?

Yo company failed to comply with the law. Unfortunately, this mistake is often made by Your property managers throughout Florida. It is crucial that your corporate office understand pr that if you are returning the full security deposit, you must do so within 15 days of the th resident vacating the apartment home, according to Florida Statute 83.49. You should also re be aware that a full refund technically does not have to be sent by certified mail. Many property managers mistakenly believe they have 30 days to send a full refund. However, if pr th the apartment community is making some claim against the security deposit, the property m manager must send out the “SODA” by certified mail within 30 days of the move-out date, an and has another 30 days from the time the claim letter is sent to send the portion intended to be refunded. If the resident in her email is making a fair offer to settle the matter, it would be advisable to settle the matter quickly, because if the resident litigates this matter and hires an attorney, the owner could be held liable for the resident’s attorney’s fees and courts cost under Florida law, and those amounts could be substantial.

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PERSONAL COMPUTING:

The Increasing Threat of

Ransomware

By Reid Goldsborough Can you imagine a worse fate, digitally? A bad guy has taken control of your PC, Mac, or company network, and the only way to get it back and begin doing work again is to pay him. Except if you do, you may not get it back.

Welcome to the world of ransomware, which many experts today regard as the worst of the dangers on the Internet that a typical individual or small business has any reasonable likelihood of encountering.

Ransomware is increasing. Over the past two months tthe worldwide computing community has been the vvictim of two big ransomware attacks, dubbed WannaCry and Petya. The number of ransomware W aattacks jumped from 3.8 million in 2015 to 638 million in 2016, an increase of 167 times, according to Sonicwall, a security provider. More than 400 different ttypes of ransomware exist, according to Intel Security, aand this number is also increasing.

Ransomware has been around since 1989. It’s becoming much more common because the bad guys are figuring out more effective ways to monetize it. o Individuals as well as organizations can fall victim of ransomware, with organizations typically getting hit by larger ransom demands.

Organizations that have been victims include schools, O ccity councils, and churches. Ransoms paid include $17,000, $8,500, and $2,300. The sum of $300 is common for individuals.

With ransomware attacks no one seems immune, whether users of Microsoft Windows PCs, Macs, Linux, or other platforms. Because acknowledging a attack involves owning up to vulnerabilities or mistakes, it’s believed that only a small fraction of them are reported.

But it’s not all doom and gloom. You can take steps to prevent ransomware attacks, and you can take other steps now to recover later if you’re attacked. None are guaranteed, but they can significantly reduce the risks.

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Practice i safe f computing. i Ransomware is commonly introduced through email attachments, rogue websites that install software on your system without your consent, “dark web” file-sharing services, or breaches in networks.

You should never click on an email attachment unless you know the sender, and you should be careful even if you do. If anything seems strange, phone the sender ensure he or she actually sent the attachment.

Clicking on such attachments can launch a ransomware program.

Keep up to date.

Older operating systems and programs are more vulnerable to attack. Enable automatic updates if available. With programs that don’t offer this option, periodically check for updates, which can often be done through the Help menu.

Use good security software.

Top consumer security suites include Symantec’s Norton Security (www.symantec.com) and Kapersky Internet Security (usa.kaspersky.com/ internet-security). Fee-based security suites are typically more robust than free tools, including those that come with operating systems such as Windows or Mac OS. If you connect using public wi-fi at places such as coffee shops or airports, use virtual private network (VPN) software such as Hotspot Shield (www. hotspotshield.com) or TunnelBear (www.tunnelbear.com).

Use a password manager. Typing in the same password at multiple sites means that if one site is breached, all of the sites you visit, for you, are breached. Instead of using a different password for each site, you can use a password manager.

A password management program lets you use one password for it, then it fills in your passwords for sites you visit automatically and behind the scenes. Two recommended password managers are Lastpass (www.lastpass.com) and KeePass (www.keepass.info).

Dispense with extras if not needed.

Two commonly mentioned vulnerabilities are Adobe Flash in your browser and macros in Microsoft Word. Google Chrome automatically turns off Adobe Flash, and you can turn it off manually. You can turn off macros through Microsoft Word’s Trust Center.

Back up critical files.

Data, whether it’s your family photos or your customer database, can be much more valuable than your hardware or software. The often repeated solution is to back up irreplaceable files.

Options include using a cloud backup service such as Mozy (www.mozy.com), a cloud storage service such as Dropbox (www.dropbox.com) , an external hard drive, a USB flash drive, a rewritable optical disc, or a backup tape.

If you’ve been hit with a ransomware attack, sometimes the best recovery option is to start afresh.

You simply wipe your hard drive clean, reinstall your operating system and programs, and restore your data from your most recent, usable backup. If everything works as planned, all you’ll have lost is time.

The FBI and other government organizations around the world are trying to combat ransomware. In the meantime, you need to be vigilant.

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.

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