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THE OFFICIAL NEWSLETTER OF THE FIRST COAST APARTMENT ASSOCIATION

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www.fcaaonline.com November/December 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

Credit Card Counseling

BRIAN DAVIES, Immediate Past President WRH Realty Services

Empowerment + Accountability = Achievement

Real Heroes Don’t Wear Spandex

Oktoberfest Pictures

What Renters Want: Providing a Great Multifamily Living Experience

RICK BIERMANN, Associate Vice President Redi Carpet

COMMUNITY DIRECTORS BRIAN CRON Atlantic Crossing at Deerwood Park KEN FURTAW WRH Realty Services

November Dinner Meeting Pictues

LAURA HULSEY

Earn Your CAMT

BRANDY MORRIS Olympus Property

Surviving the Social Swirl During the Holiday Season

DOROTHY PALMER Autumn Cove SHARON STEFFEN Mission Springs

19-22 Industry Resource Guide 24

Legal or Not?

2016 Premier Sponsors

HOLLY FOX ET&T Distributors

FOR IMMEDIATE RELEASE

JEFF JACKSON Sherwin-Williams

Multicultural Marketing and Leasing vs. Fair Housing

TERRI JEFFRIES Cutting Edge Carpet

Personal Computing: Nerds Vs. Geeks

ASSOCIATE DIRECTORS

MELISSA LOHMEYER Apartments.com STEVE THOMAS Maintenance Supply Headquarters

Calendar of Events! December 8:

FCAA Holiday Party

December 12:

Angel Tree gift drop off deadline

December 15:

All Day Maintenance Class- Hand-on HVAC

KRIS MILLERSCHONE Lakeside Apartments

January 11:

CAMT Begins

February 9:

Maintenance Mania

DIRECTORS EMERITUS

March 9:

Peggy’s Retirement Party at the OMNI

DARLA ERDELYI Giglio Signs

March 15-16:

Certified Pool Operators Class

April 13:

FCAA 2017 Tradeshow

ERIN TRIAY For Rent Media Solutions

MAINTENANCE LIAISON

JOHN GRAY NCC Business Services DALE PRITCHARD A Greener Image JILL WRIGHT Horizon Realty Management

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.

FCAA STAFF PEGGY QUEEN Executive Vice President LINDSEY McCLAIN Associate Director MALLORY KEE 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

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 MFS Supply Mitchell S. Ritchie Attorney at Law NAA Click & Lease Industry Resource Guide Poolsure Sherwin Williams Sky Towing & Recovery Tobacco-Free St. Johns

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Credit Card Counseling By Steven Foster, Three Rivers Consulting

Accepting credit card payments helps business owners build their business. Credit card payments are convenient for everyone, but processing the card payments can be expensive. Luckily, there are ways for business owners to enjoy cheap credit card processing. Many companies are competing with one another to gain the most credit card clients. This means they offer competitive rates for credit card processing. A merchant account is needed to accept payments from credit and debit cards. Over time, the expense and effort put into accepting credit card payments is sure to pay off. However, you will need to do some initial research to ensure you are getting the best cheap credit card processing rate.

Cost of Processing A transaction fee is the fee paid for processing a credit or debit card payment. Each swipe of a credit or debit card racks up a fee which goes back to the bank. Discount rates are percentages which are drawn from the total amount of the sale. For example, if a sale is $100 and the discount rate is 2.2% then $2.20 is taken from the merchantâ€™s earnings. In addition, if a transaction fee is 25 cents, an additional quarter will be taken from each sale. The total taken from the merchant s earnings is $2.45. Discount rates vary and depend on the amount of money that needs to be processed. It might also vary from time to time. The card can also affect the discount rate. Personal credit and debit cards usually cost a low fee, but business, government, corporate, international, and rewards cards have their own discount rate. Discount rates on cards like these usually range from 1% to 2%.

NOVEMBER / DECEMBER 2016

How the card is processed also affects the discount rate. For instance, swiping a credit card is usually less than processing a credit card through a virtual process. Finding cheap credit card processing helps business owners save money and avoid passing on costs to customers.

Look for a deal Online businesses usually pay high rates on processing credit cards. When customers want to make a credit card purchase, there are certain steps they would have to go through first. 1 Submit a secure form to you by way of the website 2 Submit and verify card information 3 Process the payment and delivery the money to the merchants Low cost credit card processing affects your bottom line. Small businesses and online stores need a virtual card merchant to successfully sell products and services. Without this the business fails. Business owners can find cheap credit card processing companies online, but it is important to do your research. Searching for cheap credit card processing takes time, but you can find reputable companies that offer discounts, especially to new companies. Search for special deals and never be afraid to make changes if you think you can find a better rate elsewhere.

Three Rivers Consulting specializes in servicing the multifamily property industry. We help multifamily property managers decrease vacancies, close more leases, and collect rent on time. Three Rivers Consulting provides property managers the ability to collect rents, application fees, and deposits electronically through more avenues than any other system on the market today. Steven Foster is the CEO of Three Rivers Consulting and has been in the payment industry for over sixteen years.

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Empowerment + Accountability = Achievement If we tie our employees’ hands, can we be disappointed when they let us down? by Rich George, NOI Coach

Throughout my years as a speaker for the multifamily audience, I have asked thousands of students in my classes a simple question: “How many of you have ever said – out loud or internally – ‘I might as well do it myself, because I need it done right’?” Without fail I get nearly everyone in the room to raise his or her hand. What this says to me is that as an industry and as a society, we have a problem with delegation. We make a significant mistake when we don’t leverage the manpower, creativity and enthusiasm of others out of fear that they will let us down. This is why we have so many stressed-out managers and supervisors in our workforce. These are the people who proved that they got things done, and then they were promoted to supervise and lead others, but they continue to be the productive worker-bee with a new title.

MICROMANAGEMENT vs. ENGAGEMENT In my career, I have interviewed thousands of potential employees, and when I asked the question of “Why did you leave your last employer?” I found a disturbing commonality in responses. More than 90 percent of the interviewees stated or alluded to the fact that they worked for a micromanager. Over the years this caused me to question why there are so many micromanagers. As I was growing in my own personal career, I worked for people whom I would label as micromanagers. I felt as though I was not trusted by them when they treated me like a 5-year-old, so I understand why people want to escape it. Effective delegation as a leader is one of the hardest skills to master. Many leaders have difficulty with delegation because they forget about one of the most important steps: holding others accountable. As leaders, we must remember that our followers crave trust and empowerment from us. This is what inspires them to be engaged employees and expend the discretionary effort needed to elevate their performance to the highest standard. We must give trust and grant authority to the people around us before we can hold them accountable – this is how we achieve an engaged workforce.

In the American workplace, less than 30 percent of employees feel engaged in their jobs. That means that more than seven out of 10 employees feel disengaged or are actively disengaged. Imagine you are on a 10-person rowing team: In your boat three are rowing, five are just making the motions but not contributing, and two are actively trying to sink the boat. This is the typical American workplace, according to consistent data from Gallup polls over the last decade. A few defining moments in my career stand out as I think about accountability. I remember distinctly when my supervisor (I call her a supervisor because she could never be confused with a leader) held me accountable for a task that I was not empowered to do. What made this incident even worse was that I was used as a scapegoat to the regional manager. I left that job two days later. The funny part of the story is that I continued to grow in my career and received that supervisor’s resume multiple times as she was looking for employment. Her resume always went to the bottom of the pile and got the “Thanks but no thanks” letter because I knew first-hand about her leadership style.

CREATE OPPORTUNITIES FOR ACHIEVEMENT A key component to moving the needle in the right direction is a team that is actively engaged. Empower your team members by giving them opportunities to perform at an extraordinary level. When it seems as though the shortest way to a solution is to find it ourselves, we are not creating a team of people who will find their own solutions. Remember the saying, “Give a man a fish and he eats for a day, but teach a man to fish and he eats for a lifetime.” Tying the hands of our followers inhibits our personal growth as well, as it is extraordinarily difficult to promote and replace someone who has a team that completely relies upon them to tell them how and when to do everything. Case in point: My former supervisor that I referred to earlier is still a community manager, while I went on to become a CEO and then own my own company. Continued on page 31

NOVEMBER / DECEMBER 2016

Real Heroes Don’t Wear Spandex By Charles Marshall Humorous Motivational Speaker When I was a kid, I loved super heroes so much that I even became one myself. One summer morning, when I was about 9 years old, I put on a mask, a cape, and my swimsuit and ran into the woods behind my house to begin my life as Jungle Boy. I wish I were just kidding. There I engaged in super hero-type activities such as climbing trees (very painful in a swimsuit) and running through the woods (also painful because of briar patches). I also engaged in other super hero activities such as spying on the neighbors in search of crime and practicing throwing sticks, which I thought might come in handy in case I encountered any bad guys. Rumors soon abounded in my neighborhood about a skinny, albino monkey that had apparently escaped from the local zoo and was now terrorizing the local woods. While vigilante teams were organized, debate raged from yard to yard about whether the monkey should be shot on sight or whether an effort should be made to capture the poor beast. After skulking around in the woods for a couple of days, I decided that my neighborhood was crime-free and it was time to hang up my cape, lest I find myself in the hospital or locked up at the zoo.

Eventually, I grew up and realized that heroes aren’t folks who fly through the air wearing capes and 80‘s band spandex. I also came to realize that the great majority of the time heroes aren’t rock stars, sports stars or movie stars either. In real life, heroes are almost always people who use their time, talent, and abilities to improve the lives of the people around them. It usually isn’t some grandiose, one-time gesture that makes someone a hero either. The things that make the most difference in our lives are those small, barely-noticed, seemingly insignificant actions that are performed without thought of recognition or reward. It’s the teacher who praises or encourages his student. It’s the lunchroom lady who smiles at a kid. It’s the bank teller who bothers to greet her customers by name and ask them about their lives. It’s the administrative assistant who goes the extra mile for her team. It’s the nurse or healthcare professional who treats her patients with compassion. It’s the person who cares about the people around her and finds a way to be of service to the people in her community. So, make it your goal to find some small way to be a hero to the folks in your community today. And if you happen to see a pale, hairless monkey in the woods behind your house, don’t shoot! It may be that Jungle Boy climbs again! © 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.

NOVEMBER / DECEMBER 2016

What Renters Want: Providing a Great Multifamily Living Experience By Tim Blackwell

Your residents and prospects want a pool, closet space, decent fitness facility and a business center.When looking for an apartment, they’d rather walk in unannounced than set an appointment, and you can bet that any negative reviews will get a closer look.

While renter needs vary, managing the total resident experience should be throughout the entire journeytheir living experience from move-in to move-out. Property managers must understand the importance of connecting with residents throughout the lease process, not just at lease sign-up, to enhance lease As for technology, package locker systems are way cool, renewal opportunities. And as fast as trends change in and so are smart homes. Some would even pay $30-$50 multifamily, properties must keep up to fulfill the more a month to have them. Leasing and making pay- customer experience. ments online is convenient, but most want to maintain personal interaction with the leasing agent and staff. Joanna Ellis, CEO of Ellis Partners in Management Pets are the new amenity, and feeling safe and secure is Solutions, says property managers are losing ground critical. Seeing is believing; renting an apartment sight on fulfilling the ideal resident lifecycle. Industry data unseen isn’t always for everyone. compiled in the first quarter of 2016 by Ellis Surveys shows a steep decline in maintaining a connection And, oh, it would be nice if property management with residents in the last half of the cycle. occasionally asked what was on residents’ minds and acted upon it. Ellis says that by connecting with residents they will pay more, stay longer and refer friends. Renewals go So said a panel of 17 residents from California and much easier, too. Nevada who created a buzz at one of the most popular sessions at July’s RealWorld in Las Vegas. “Understanding the customer experience is critical to our success,” she said. “When we think about The panelists – from Millennials to Boomers – customer journey, we go in search of info, looking represented a diverse set of renters and properties. Their for all types of tools and details to help us make a rents ranged from $638-$3,500 per month from one decision. As we do that, we may end that relationship. REIT and four property management companies. Forty- This is the same journey that our renters are going three percent found their apartment online, and most through. We have opportunity to touch the customer had spent six months or less in their unit. Twenty-three through the journey.” percent moved to apartments within the same city. It’s a particularly pertinent subject, considering Their feedback was designed to give attendees and the latest news from Kingsley & Associates and property management executives clues on how to better Multifamily Executive indicates that renewal intentions fulfill the renter lifecycle, the critical period from lease have reached an all-time low. More renters are to renewal that can languish and push out a resident if thinking about shopping around rather than staying property managers aren’t careful. put − 51.4 percent of residents say they “probably would” or “definitely would” renew their lease, down Property managers must understand almost a percent from 2015. Why? Dissatisfaction importance of connecting with residents with rental rate and community management are the two leading factors. Industry professionals say the timeline of the customer journey includes the apartment search, move-in, While economics limit control of the former, the latter living in the community, renewing and moving out. relates to the customer experience and ultimately is in the hands of the property management team. Continued on page 16

NOVEMBER / DECEMBER 2016

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Continued from page 14

What Renters Want: Providing a Great Multifamily Living Experience By Tim Blackwell At RealWorld, Ellis and four other multifamily professionals agreed that residents typically have a strong customer experience during the first three months of the lease agreement but the mood wanes when the honeymoon is over. The front office and residents often lose touch, which can drive away residents hit the property’s pocket book. JVM Realty Corp. COO Greg O’Berry says an unhappy resident costs his company about $1,300, factoring move-in and turn costs, as well as vacancy loss.

O’Berry says high-level customer experience takes hard work. The race to renewal is no sprint and has to not only jump to a good start but sustain the intensity throughout the entire cycle.

Strong first impression should continue throughout the cycle

The customer experience has to be personal, Ellis says. People are impulse buyers and emotion drives a lot of the decision making process.

Ellis says property managers should be at their best when prospects come calling, and it’s their customer to lose. Her research shows that 85 percent of those who visit a community are interested in renting, and 61 percent want to sign a lease in the next 30 days. Most are looking for a better location or are moving because of a personal circumstance. The No. 3 reason residents look elsewhere, however, is they want a better customer experience. Translation: the community they are currently living at is dropping the baton.

“We focus on the customer lifecycle, not just the move-in process,” he said. “Every touch point needs to be positive interaction. You build a sustainable trust with residents, through move-in, work orders. Every interaction has to be a positive one.”

“A lot of that comes from interactions, impressions we’re making with customer all throughout their journey,” she said. Many resident panelists said apartment staff and communication weigh in their decision to renew. Some are motivated by financial incentives, but most said they won’t leave just to save $50 a month. Loyalty went out the window, however, when significant savings were involved as long as the community and amenities were comparable.

According to Gartner, Inc., a leading information technology research and advisory company, customer experience is the new competitive battlefield. Consumers are typically well-versed about a product before they buy, and service is the cherry on top. Ellis says it’s the multifamily industry’s job to figure out how to convey that to their customers.

Freebies are nice, said one resident, but a strong community connection and a good relationship with the front office is enough to re-up a lease. One even said she accepted an increase in rent because of friendships with neighbors.

“It’s a highly competitive environment,” she said. “The customer has so many options and they’ve got information available right there at their fingertips. They already come equipped knowing the rents, pricing, amenities, etc. With that information, they are trying to confirm their decision whether to move forward. It’s going to come down to that customer experience.”

Kimberly Lang, Senior Vice President of Consumer Solutions at RealPage, said resident expectations have changed dramatically in recent years and many amenities are assumed to be included in the living experience and rent. While panelists were willing to pay extra for things like package service, streaming and smart home technology, most felt that service and some basic amenities like a good pool, plenty of closet space, fitness facility and business center should be part of the deal.

Customer feedback is valuable information

Continued on page 26

NOVEMBER / DECEMBER 2016

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Surviving the Social Swirl During the Holiday Season By Jacqueline Whitmore

2. Don’t make a beeline for the food and drink It’s always a good idea to eat a little something before you go to a party. It’ll keep you from rushing in and heading for the bar or the buffet immediately upon arrival. Scope out the crowd first and the goodies second. Avoid piling hors d’oeuvres on your cocktail napkin or plate as each server passes, and resist the urge to talk with your mouth full of food. Carry your glass in your left hand so you can shake with your right. No one likes to receive a cold, wet handshake.

3. Mix and Mingle Workplace holiday parties are just around the comer. Time to let loose and let the good times roll, right? Wrong. Holiday parties are gestures of appreciation on behalf of the organization’s leadership. It’s a way of thanking employees for their hard work and dedication throughout the year, a chance to thank clients, and an opportunity to give vendors a pat on the back for good service. No matter how festive the occasion, it’s important to remember that a holiday party is an extension of the work environment, and, while it is okay to relax and have fun, professional demeanor is just as important then as it is nine-to-five, Monday through Friday. So before you indulge in the libations and become the life of the party, think about how your behavior could reflect on you as an employee or as a leader. To avoid a night of barefaced blunders, here are seven helpful etiquette tips for a holiday party at work that won’t leave you with a New Year full of regret.

1. Make an appearance Woody Allen once said, “Eighty percent of success is showing up.” When you make an effort to attend the office holiday party, even for just a half hour, you show interest in and support for your colleagues. If you are unable to attend, let the host or someone in charge know that you have another obligation and will not be attending. Simply not showing up shows a lack of respect and gratitude to your organization, your supervisor, and your co-workers.

First, do not bring a guest to an office party unless the invitation makes it clear outside guests are welcome. After all, it’s not an open house, and plans have been based on a specific number of attendees. A good place to meet and greet colleagues is near the entrance. This is also the best place to see and be seen. Circulate and introduce yourself and your guest to others. Avoid talking with only those you know well. If you can’t remember someone’s name, don’t fret. Simply say, “I’m sorry, it’s been one of those days and I’ve gone blank. Please tell me your name.” If there are those in your organization with whom you rarely interact, you might even want to prepare yourself by reviewing a staff list before such an event.

4. Don’t talk shop. For the sake of your guests and fellow workers who would prefer to keep the event social, refrain from “talking shop.” It will frustrate, and maybe alienate, those who don’t share your enthusiasm and understanding for your particular specialty. Engage in light, pleasant conversation instead of dialogue that focuses on office gossip or the stresses of everyday work.

5. No swinging from chandeliers. An open bar isn’t an open invitation to drink yourself into oblivion. Indulging in too much alcohol could have unfavorable repercussions if you ‘re not careful. Think of the old saying, “loose lips sink ships.” In other words, if you have a few too many, you may say or do something that could sink your career’s ship. To maintain your professionalism, limit your alcohol Continued on page 30

NOVEMBER / DECEMBER 2016

THE OFFICIAL RESOURCE GUIDE OF THE FIRST COAST APARTMENT ASSOCIATION

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twitter.com/fcaaonline facebook.com/FirstCoastApartment Association NOVEMBER / DECEMBER 2016

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 For Rent Media Solutions .....................(904) 296-7171 JOE Design, Inc. .......................................(904) 501-9526 RentJax.com ..................................................(904) 701-0302 RentPath ...............................................................(904) 262-0863 Zillow Rental Network............................... (541) 350-3620 AD TRACKING For Rent Media Solutions .....................(904) 296-7171 AIR CONDITIONING CONTRACTORS AllWeather Contractors ......................(904) 781-7060 Avalon Heating and Air ...........................(904) 245-1818 David Gray Plumbing, Heating & Air .......(904) 724-7211 InVent, Inc. ..............................................(904) 228-2263 AIR CONDITIONING EQUIPMENT AllWeather Contractors ......................(904)-781-7060 Avalon Heating and Air ...........................(904) 245-1818 ARD Distributors, Inc. ..............................(800) 654-7721 Chadwell Supply, Inc. ................................. (888) 341-2423 HD Supply....................................................... (800) 431-3000 InVent, Inc. ..............................................(904) 228-2263 Maintenance Supply Headquarters .........(866) 630-6747 Marcone Supply ......................................(314) 241-1946 MFS Supply .............................................(800)-607-0541 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 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 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters .........(866) 630-6747 MFS Supply .............................................(800)-607-0541 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

APPRAISAL SERVICES Complete General Contractors ................(850)-932-8720 AQUATIC MAINTENANCE BlueWater Environmental of FL...............(904) 880-1817 OneSource Water.....................................(904) 638-2941 BANKING SERVICES Colliers International Northeast Florida .(904) 861-1101 BATH & KITCHEN REFINISHING/REPAIRS AllWeather Contractors ......................(904) 379-4614 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 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 Maintenance Supply Headquarters .........(866) 630-6747 MFS Supply .............................................(800)-607-0541 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 Restoration ....................................(904) 683-6982 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 Aqua Restoration ....................................(904) 683-6982 City Wide Maintenance ............................(904) 737-4969 Jean’s Maid Services ................................(904) 463-5704 Krystal Klean ...........................................(904) 309-3877 Paul Davis Restoration of North Florida ..(904) 739-6047 Restore24 ................................................(904) 737-8673 You Got It Maid Cleaning Service ............904-290-1250 COLLECTIONS CoreLogic SafeRent .................................(855) 491-2696 National Credit Systems ..........................(407) 574-4927 NCC Business Services .............................(904) 733-3033 Professional Debt Mediation ...................(904) 398-0286

COMMUNICATIONS TextBox ..................................................(850) 205-1111 COMMERCIAL 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 CONCRETE REPAIRS AllWeather Contractors ......................(904) 379-4614 Baxter Restoration, LLC ..........................(407) 580-0167 Greenpoint, Inc. ......................................(904) 570-8323 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 CRIME-SCENE CLEANUP Slingshot Life ..........................................(251) 406-9257 CORPORATE / TEMPORARY HOUSING Leasing Jacksonville/Corp. Suite Shoppe .(904) 363-2346 COUNTERTOPS AllWeather Contractors ......................(904) 379-4614 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 CRIME-SCENE CLEANUP Bio-One...................................................(904) 910-8558 CREDIT CARD PROCESSING RentPaidOnline .......................................(904) 599-2794 Three Rivers Consulting Inc. ...................(855) 677-4048 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 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 Xtreme Solutions ....................................(904) 716-6843 DRYER VENT CLEANING Window Gang .........................................(904) 262-7300 ELECTRICAL CONTRACTORS 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 Law Offices of Heist, Weisse & Wolk..........(800) 253-8428 Mitchell Ritchie .......................................(904) 387-6100

INDUSTRY FENCING/STAIR/RAIL INSTALLATION & REPAIR AllWeather Contractors ......................(904) 379-4614 Frattle Stairs and Rails ............................(904) 384-3495 Greenpoint, Inc. ......................................(904) 570-8323 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 FIBER CEMENT SIDING Lloyd’s Construction & Consulting, LLC .(904) 683-4468 FIRE & SAFETY EQUIPMENT Agent Fire LLC .........................................(904) 687-3876 Aegis Fire & Integrated Services ..............(904) 233-7930 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 Wayne Automatic Fire Sprinklers ............(904) 268-3030 FIRE RESTORATION AllWeather Contractors ......................(904) 379-4614 Baxter Restoration, LLC ..........................(407) 580-0167 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) 437-6343 Commercial Fitness Products ..................(904) 392-6977 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 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 Southeast Floors ....................................(407) 888-8008 Urban Surfaces ........................................(800) 492-8722 Wilson Carpet Service .............................(904) 737-9593 Xtreme Solutions ....................................(904) 716-6843 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 Atlantic Coast Construction Group...........(904) 396-4005 Baxter Restoration, LLC ..........................(407) 580-0167 Building Innovations ..............................(904) 400-0421 Coastal Reconstruction Group, Inc. ........(407)-644-1800 Complete General Contractors ................(850) 932-8720 Fidus Roofing ..........................................(904)-230-5548 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

RESOURCE

GOLF CARTS Mid Florida Golf Cars ...............................(904) 731-1832 GUTTER INSTALLATION AND SERVICES AAPCO Florida .........................................(800) 728-2690 AllWeather Contractors ......................(904) 379-4614 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Ronin Contractors, LLC ...........................(904) 219-9447 Window Gang .........................................(904) 262-7300 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 INTERNET SERVICES Apartment Finder ...................................(904) 464-0709 Apartments.com..............................................(904) 778-5118 Finally – Fiber .........................................(904) 238-0123 For Rent Media Solutions .......................... (904) 296-7171 RentPath ...............................................................(904) 262-0863 IRRIGATION DM Koehn Landscaping ..........................(904) 716-0683 Duval Landscape Maintenance................(904) 233-3388 Greenpoint, Inc. ......................................(904) 570-8323 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 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 Greenpoint, Inc. ......................................(904) 570-8323 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 ValleyCrest Landscape Companies...........(904) 292-0716 LAUNDRY SERVICE & EQUIPMENT CSC Service Works ...................................(321) 696-1241 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 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

GUIDE

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 MARKETING Apartment Finder ...................................(904) 464-0709 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 RentPath ...............................................................(904) 262-0863 MARKETING & TEXT SERVICES TextBox ..................................................(850) 205-1111 MOLD REMEDIATION Baxter Restoration, LLC ..........................(407) 580-0167 Coastal Reconstruction Group, Inc. ........(407)-644-1800 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Paul Davis Restoration of North Florida ..(904) 445-0210 Property360, LLC .....................................(855) 932-3784 PuroClean Emergency Services ...............(904) 573-3566 Restore24 ...............................................(904) 737-8673 SweetWater Restoration ....................(904) 880-1919 MOSQUITO CONTROL BlueWater Environmental of FL...............(904) 880-1817 MOVING COMPANY Two Men and a Truck...............................(904) 580-2963 ODOR ELIMINATION Paul Davis Restoration of North Florida ..(904) 739-6047 PAINT SUPPLIES Behr Corp ..............................................(352) 219-4434 BLP Mobile Paints ...................................(904) 355-5678 Florida Paints ..........................................(904) 385-9242 PPG Paints...............................................(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 AllWeather Contractors ......................(904) 379-4614 Aqua Restoration ....................................(904) 683-6982 Baxter Restoration, LLC ..........................(407) 580-0167 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 SweetWater Restoration ....................(904) 880-1919 Xtreme Solutions ....................................(904) 716-6843 PARKING LOT MAINTENANCE All County Paving ...................................(407)-610-8069 Duval Asphalt..........................................(904) 296-2020 Fidus Roofing ..........................................(904)-230-5548 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 PET WASTE STATIONS First Coast Scoopers ................................(904) 338-4236

NOVEMBER / DECEMBER 2016

INDUSTRY 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 Terminix ..................................................(904) 945-4788 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 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 SERVICE, REPAIRS & RENOVATIONS 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 Frattle Stairs and Rails ............................(904) 384-3495 PRESSURE WASHING AAPCO Florida .........................................(800) 728-2690 AllWeather Contractors ......................(904) 379-4614 Krystal Klean ...........................................(904) 309-3877 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 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 ResMan ...................................................(972) 349-1406 PUBLIC RELATIONS mbpr ......................................................(904) 424-6641 PUMPS Rolland Reash Plumbing ........................(904) 260-7059 Weeks Utility Service, Inc. .......................(904) 726-5869 RECYCLING City Recycling Group ..............................(866) 732-5559 Conex Recycling ......................................(866) 879-2663 Residential Disposal Services, LLC ..........(904) 226-5191 Waste Management................................(904) 370-1907

NOVEMBER / DECEMBER 2016

Davis Restoration RPaul E S Oof North U Florida R ..(904) C 739-6047 E GUIDE RENOVATIONS AAPCO Florida .........................................(800) 728-2690 AllWeather Contractors ......................(904) 379-4614 Baxter Restoration, LLC ..........................(407) 580-0167 Fidus Roofing ..........................................(904)-230-5548 Integrity Restoration ...............................(904) 644-7878 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 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 Two Men and a Truck...............................(904) 580-2963 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 Fidus Roofing ..........................................(904)-230-5548 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 Excel Roofing Contractors........................(904) 631-7663 Fidus Roofing ..........................................(904)-230-5548 Paul Davis Restoration of North Florida...(904) 739-6047 Performance Roofing .........................(904) 224-3628 SRG Roofing ............................................(904) 377-0866 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 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 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 Roberts Tree Service, Inc. ........................(904) 777-4793 TURNKEY OPERATIONS All Renew Services, LLC ...........................(904) 386-1762 Aqua Restoration ....................................(904) 683-6982 AllWeather Contractors ......................(904) 379-4614 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 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 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 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 may also appear online.

NOVEMBER / DECEMBER 2016

LEGAL OR NOT?

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

I just moved to this area. I have been an apartment community manager in a number of different counties in Florida. My previous attorney told me that partial rent acceptance will cause us to lose a future eviction action. Last week, my new attorney told me that I am free to accept partial rent. He advised me that the law allows our community to accept partial rent. I am really very perplexed. Which attorney is correct?

For some time, a few judges throughout Florida took the position that if a partial rent payment was accepted, this meant the landlord waived the right to file an eviction in the month the partial payment was accepted, and that the remaining balance could not be pursued in a future eviction action. Most eviction attorneys, including us, felt that this was an incorrect interpretation of the law, but landlords were forced to abide by what particular judges wanted, as those judges were making decisions in given cases. A law change which took place three years ago clarifies that you CAN accept a partial payment and still proceed with an eviction that month if you follow ONE of three steps: (1) once you take the partial payment, you must give a receipt to the resident for the partial payment, OR (2) if an eviction is filed, you must place the partial payment you accepted into the court registry, OR (3) you can simply give the resident a new 3-day notice that shows the balance owed. We recommend that you simply serve a proper, new 3-day notice showing the balance owed. When it expires, if you have not received payment, you can file an eviction. Serving a new 3-day notice after a partial payment has been accepted is the same procedure we have advised in almost every county for years, but now it is very clear in the law. Should you accept partial rent at all? Well, that is up to your company policy. There are advantages and disadvantages of accepting a partial rent payment, and policy and circumstances will dictate what you should so. Lastly, just because the law has changed does NOT guarantee that a judge will strictly follow the law, so exercise caution and speak with your attorney.

Last month our office received a repair request from a resident who had a broken window screen. We take our maintenance obligations very seriously, as we want to be in full compliance with the law. We promptly repaired the window screen. Since that time this same resident has broken the screen on three other occasions. We suspect his children were playing football and broke the screen last week. The week it appears the residentâ€™s cat was chasing a dragonfly causing damage to the screen, but the resident denies this. Do we have to keep repairing these screens? The maintenance expense can run high, and this resident is driving us crazy with these repair requests!

Continued on Page 34

NOVEMBER / DECEMBER 2016

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Continued from page 16

What Renters Want: Providing a Great Multifamily Living Experience By Tim Blackwell One panelists shared he expects online payment to be on the portals, but many expressed concern over security of their personal information and preferred to sign leases in the office. They weren’t opposed to completing documentation online but wanted to be face-to-face with staff when signing the dotted line to get a better feel for how they will be treated as a resident. “I’d rather sign in the office and see how management supports me, if they have good customer service, that they are listening to my questions and concerns, and for what I’m looking for,” said one Baby Boomer. “It’s somebody I’m looking at and getting peace of mind, rather than a screen. I’d rather talk to a person.” A younger renter said the trust in doing business online may be a generational preference, and that Millennials are more likely to lease online from start to finish than Baby Boomers. However, one man who looked about 30 years old said he would be reluctant to make a deal with a property without sitting in front of someone first. One size does not fit all, Lang said, but more importantly the responses supported residents’ desire for strong customer service and relationships. Customer Service is very important in today’s world as technology and online services evolve. At the end of the day, we can’t lose the human touch of any solution or service, whether its online or in person. “People feel better when they can have that one-on-one contact at their fingertips and whenever it’s convenient for them. This is why customer service is so critical and must be boosted to support the busy and hectic lives we live today

“Customer feedback is valuable to us,” Ellis echoed. “What you’re doing through that process is earning the respect of the customer. When you fall short, you’re not meeting expectations. It’s setting those realistic expectations with those customers.” But getting resident feedback lacked at the resident panelists’ properties. Less than half raised their hands when asked if they’d filled out a survey where they lived. Some said they’d never gotten one, and another said he didn’t fill them out because it didn’t matter. “I don’t think they look at them,” he said. “A waste of time.” Not so, said another resident. She said having an opportunity to give feedback would improve communications with property management. Both sides would know where they stand with each other. “Ask for feedback and take action,” O’Berry said. “If you don’t take action, it’s worse than not having surveyed them in the first place.” Critical moment of interaction important to understanding the customer That critical moment of interaction, O’Berry says, is so important to understanding the customer experience. “Every time you have a touch point with a resident it’s an opportunity to meet or exceed their expectations or fall short,” he said. “The perfect customer experience, every time you have interaction, is they leave that knowing you met their expectations.” And renewal day becomes a lot more enjoyable.

Prometheus Real Estate Group Vice President of Marketing Stephanie Versin says it’s important to take the pulse of residents throughout their rent cycle in order to improve and maintain acceptable retention numbers. Prometheus surveys residents twice a year.

NOVEMBER / DECEMBER 2016

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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Continued from page 18

Surviving the Social Swirl During the Holiday Season By Jacqueline Whitmore

intake to one or two drinks. If you make a bad impression at a party, worse things may happen than becoming the topic of discussion around the water cooler on Monday morning. Also, drinking or not, some people perceive parties as the time to drop the normal standards; this is not the time for off-color jokes, rude remarks or sexual innuendo.

6. Dress appropriately for the occasion. For ladies, micro-mini skirts, see-through blouses, and plunging necklines should be avoided when you attend a work-related holiday party. Festive attire can be fashionable without being too sexy, offensive or inappropriate. Wearing revealing clothing may alter the perception of you as a competent professional among those you supervise, your co-workers and your boss. Wear an outfit that is fun and in good taste. Displaying your “assets” at the company holiday party could lead to long-term career liabilities and send signals that might prompt unwanted attention from others. Likewise, for men, the holiday party is not the time to leave shirt buttons undone to show off more of the “real you.” If there are any questions about dress, check with the person organizing the event. Even if daily attire is business casual, party planners may be suggesting a dressier wardrobe because of the special occasion.

7. Give thanks to those who helped. Saying thank you is not only cordial behavior, but will make you stand out from those who don’t express their gratitude. Send a thank-you note to key persons who helped organize the event and to those who made the event possible.

Jacqueline Whitmore is the founder and director of The Protocol School of Palm Beach and is the wireless phone etiquette spokesperson for Sprint. She offers seminars in business etiquette, dining etiquette and international protocol. Jacqueline has been featured on CNN, The Travel Channel, and in USA Today and The New York Times. To receive her free, electronic newsletter, The Protocol Post, visit her Web site at http://www.etiquette expert.com, or contact her at (561) 586- 9026

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Empowerment + Accountability = Achievement by Rich George, NOI Coach

Empowerment absent of accountability is just as bad. While delegating the task, we must simultaneously delegate the authority and articulate the consequences and accountability. We must celebrate wins and look at failures as opportunities to grow. We have all failed in our careers, but those are the experiences and stories that have made us into the super human beings that we are today. Why would we steal those opportunities from the people we are leading? One note of caution about empowering your employees: Beware of “over-empowering” or “dumping on” people. I have been guilty of over-delegating to my employees, and I was able to do that because they were so capable, but there needs to be a purpose that serves the desired career path and goals of your employee. If not, it can be or at least appear to be the dumping of your own workload. There is a saying that goes, “If you want something done, give it to a busy person.” The truth in that statement is that 30 percent of our workforce is engaged – the rest are just making the motions and doing the minimum amount of work to avoid being fired.

MAKE ROOM for GROWTH As leaders, coaches and mentors, it is our job to shepherd our followers to contribute the discretionary effort that separates good teams from great teams. As leaders, our first job is serving our followers and insisting that they have everything they need to succeed. By demonstrating a sincere desire to see them evolve and grow, we can overcome the No. 1 obstacle that stands in the way of engagement. Most people desire one thing at work, and that is autonomy – the ability to grow without restrictions, the ability to leverage what they do best and the comfort that they work in an environment that embraces failures as the opportunities that they are. One thing that I know with absolute certainty is that of the thousands of people I have worked with over the years, no one has ever made a mistake that we did not recover from. I attribute 90 percent of my success to the people I have worked with, because they provided a solid foundation upon which a tremendous career was built. I say “thank you” to all of them because they all played a part in the symphony of my life.

Rich George, CAPS, CHPE, HOM, aka The NOI Coach and Apartmentor, is a national business consultant, coach, author and trainer. Rich is the founder and CEO of The Apartmentors, a talent development firm that includes many of the multifamily industry’s thought leaders. He is a member of the NAAEI and MHLI faculties and an in-demand speaker for the apartment industry. To learn more about employee engagement and talent development, contact Rich at www.noicoach.com or email rich@noicoach.com.

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Multicultural Marketing and Leasing vs. Fair Housing by Leah Brewer, NALP, CAM

Metropolitan areas throughout our United States are great example of cultural and ethnic diversity and its advantages and challenges. Indeed, many apartment communities throughout Michigan appeal to a cross section of ethnicities and nationalities. In grade school during the 60’s, I was taught that America was a melting pot where different cultures melded together into a hybrid of commonalities. Today students are taught that America is a salad bowl, full of different cultures and nationalities, each maintaining its own uniqueness, tastes and traditions while living in harmony with the other ingredients. I believe in personalized selling. A good sales person customizes their presentation based on the client’s needs and wants as well as the client’s personality, body language and values. Understanding a client’s cultural background helps us understand generalities in their values and ideals that will assist us in compelling them to action. So many leasing professionals are afraid to embrace these

unique cultural cues because they feel it may be a violationof Fair Housing laws. Personalized selling and servicing involves celebrating and understanding someone’s uniqueness due to their cultural diversity to gather and use this information on how you can best serve them. Fair Housing Laws remind us to be inclusive rather than exclusive. Everyone should be given the opportunity to live in the housing of their choice for which they qualify. More importantly, each prospect and resident should feel that you care about them with your helpful, friendly attitude and your attempts to understand their needs and include them in your community. Learning more about your prospects and residents’ cultural values shows you care about them. Take time to learn about the things that are important to those you serve; you may be surprised at what you already know!

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.

FOR IMMEDIATE RELEASE Marietta Drapery Announces 70th Year Anniversary MARIETTA, Ga., Nov. 1, 2016 -- It isn’t often you come across a company that has been at the same location for 70 years, especially in this industry. Marietta has completed just that.

About Marietta Marietta Hosiery Company opened their doors in the fall of 1946 after the demand of nylon grew from the onset of WWII. In 1955 after the war, nylon stockings were out and shirt manufacturing began. The 1960’s consisted mainly of shirt manufacturing until 1970 when the initial production of draperies began. The baby boomer generation began moving into apartments, growing the multi-family housing industry and creating the demand for commercial apartment draperies. In the 1980’s tastes changed and blinds were added to our commercial entity. Throughout several name changes and four Bentley family generations Marietta Drapery & Window Coverings Co., Inc. remains at our manufacturing plant just off the square on Trammell Street in Marietta, Ga.

NOVEMBER / DECEMBER 2016

Moving forward Marietta Drapery &Window Coverings Co., Inc. is currently a leading window and bed coverings supplier for the multifamily housing, hospitality, commercial, education and senior living markets. We manufacture, install, and distribute custom, made-to-measure or stock blinds, draperies, bed coverings and shades to suit these different markets – while focusing on scale, budget and delivery needs of our customers. Representatives throughout the continental United States are available to measure your property and discuss your needs. We house an inventory larger than any maintenance supplier, warranty all our products, and provide superior window coverings and competitive rates. Visit us at www.mariettadrapery.com or call 800-241-7974 to get started. 70 years young! SOURCE: MARIETTA DRAPERY PERY Y

Connect With NAA " $ #$"!$ " # " # $ # " " ! $ ! $" #$ $ " ! $ ! # # #$ $ ! " ! $ ! $ # By Marc Ross, Bob Ross Realty 2016 National Apartment Association Chairman of the Board

tâ€™s time to Apartmentalize, which means taking your career, your team and your business to the next level. You can do it all at the apartment housing industryâ€™s largest, most important annual gatheringâ€”the NAA Education Conference & Expositionâ€” convening June 21-24 at the Georgia World Congress Center in Atlanta. Registration is now open at www.naahq.org/educonf Join nearly 10,000 of your peers in Atlanta for powerful education sessions, cutting-edge solutions and valuable networking. So get focused, get inspired and get going to #NAAEDU17. The biggest discounts go to those who register early, so donâ€™t delay and register today! And remember, you can save up to $375 when you register as a group.

+@A.<0@7A->:A<A.@<?A<?A?4@A @<7A> A?4@A'3<99* @289?@;A">7<!A >;A?4@A &/ A 66) 7:5<?8>= '>= @;@=5@A ) $1>98?8>= Everything student housing insiders need to succeed is at the 10th annual 2017 NAA Student Housing Conference & Exposition, Feb. 14-15, 2017, at the Hyatt Regency in Chicago. . Get in on the latest trends, industry expertise, top suppliers and networking opportunitiesâ€”all to take your success to the next level. Attendees include student housing marketers, leasing and sales specialists, property and portfolio managers, developers and suppliers. Registration is now available at shce-naa.naahq.org. The ďŹ rst early-bird deadlineâ€”offering $150 off the registration investmentâ€” ends Dec. 16. Be sure to consider group registrations to take advantage of even further discounts.

<0@A->:A"< @=A->:;A 89?>A"@9?A ;80@A-@? The National Apartment Association Education Institute (NAAEI) is partnering with Grace Hillâ€”the leading provider of online training for the property management industry and NAAâ€™s nearly 170 afďŹ liated apartment associationsâ€”to deliver online training to its members, Grace Hill customers and the broader property management industry. Helping to elevate the performance of the entire property management industry is a key driver behind Grace Hill and NAAEI joining forces to co-develop and support the launch of Vistoâ€”a new eLearning resource designed speciďŹ cally to help property management professionals build and strengthen their careers through outstanding credential programs and continuing education courses. Take a test drive today at www.gowithvisto.org.

->:A+>:37= ?A(:837A+8?4>:?A(3:@1;8=?9 A.>A+4! (:72@?A+8?4>:?A(@=54%<; 9 Achieving success tomorrow requires one to take care of business todayâ€”that's why leading communities turn to the 2016 NAA Income & Expense Survey in Rental Apartment Communities (IES). Results of the 28th annual IES are available at www.naahq.org/16IES. The report presents data from garden and mid-rise/high-rise properties further segmented by individually metered and master-metered utilities allowing for deďŹ nitive benchmarking. Survey data is presented in three forms: dollars per unit; dollars per square foot of rentable area; and dollars as a percentage of gross potential rent (GPR). The survey includes an executive summary, detailed data, reports and charts about rental communities. More than 100 single markets are available. Each report provides comprehensive data and economic analysis including: market rent, metro area income and expenses, subsidized properties and utilities. Data for the 2016 survey is based on ďŹ scal year 2015 data. The NAA member price is $175 for a single market and $625 for the full report. The price for non-members is $350 for a single market and $1,050 for the full report.

6==>:=58=2A =@ .?>1A.4>118=2A >;A633A->:; <0>;8?@A61<;?%@=?A,;>7:5?9A<=7A.@;085@9 NAA is pleased to announce the all-new NAA Resource Center, available at www.NAAResourceCenter.org, a site for one-stop shopping for new products and services from suppliers who know the apartment market. At the Resource Center, you can: â€˘ Browse a searchable directory of supplier companies; â€˘ Catch up on the latest industry news; and â€˘ Let NAA help you achieve success. Donâ€™t delayâ€”Start shopping (and learning) today!

6%>=2A =7:9?;!A $@59 A 66 9A'385 A ) @<9@ ,;>2;<%A @<79A6 >0@A?4@A @9? The NAA Click & Lease is a web-based leasing program offered exclusively to members of the NAA. This powerful, easy-to-use leasing program allows an apartment community to save time and money by speeding up preparation and printing of legal documents. In addition to providing greater efďŹ ciency to the onsite leasing process, prospective residents may ďŹ ll out a rental application online, and property managers may audit and edit entire portfolios of leases with a few clicks of a mouse. Top industry executives representing numerous leading companies operating throughout the U.S. and abroad choose to use the NAA Click & Lease Program. But don't take our word for itâ€”hear it straight from them at bit.ly/ExecTestimony To learn more about how the NAA Click & Lease program can beneďŹ t your business please visit www.naahq.org/lease. NOVEMBER / DECEMBER 2016

LEGAL OR NOT?

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

Continued C d from Page 24

Pr to July 1, 2013, you were required to make sure that screens were always maintained Prior throughout the tenancy. This meant that even if you suspected that the resident was the th cause of the damage, it was your obligation to repair or replace the screens unless you ca could prove the resident caused the damage. With the new law change, you are only co required to make sure that at the beginning of the tenancy, screens are “installed in a reare sonable condition”, and you are only required to repair screen damage once annually. Now so certainly you do not want to have a property where there are damaged screens, but the ce law now has lessened your legal requirements. Does this mean code enforcement will not la cite your property if they find damaged screens? We are quite certain they still will, but ci the new law may cut down on you having to repair screens caused by recurring resident damage, and the new law makes it easier to require the resident to either have the screens repaired or force them to pay for the screen repair. Speak to your maintenance tech as soon as possible, and make sure that from now on, you have a specific spot on your move-in inspection form or logs you use to notate that the screens are all installed and in excellent shape at the beginning of any tenancy. If during the tenancy you must repair or replace a screen, we advise taking photos before and after the repair, and of course, notate all repairs in the file.

A few days ago I served a notice of non-renewal to Ashley, a resident who has been constantly arguing with her boyfriend inside the apartment home. My assistant manager said he heard that a new law about this is now in place, but he could not remember much about this new law. Our lease requires the resident to give us 60 days’ notice in writing prior to the end of the lease. If the resident fails to give 60 days’ notice but moves out, we charge an “insufficient notice penalty” of one month’s rent. We also follow the requirement that we “remind” the resident of the notice requirement within 15 days of the beginning of the 60-day notice period and the applicable penalties. Just to play it safe, I gave Ashley 60 days’ notice that the tenancy would not be renewed. Are we required to give the resident 60 days’ notice prior to the end of the lease if we choose to non-renew the tenancy, or can we simply expect the resident to leave at the end of the lease and begin an eviction action iff the resident does not vacate?

Th law your manager is referring to is really not new. As of July 1, 2013 management must The no now list on the lease the same amount of notice to non-renew a lease as you require from the re resident to non-renew the lease if you wish to charge any penalties in the event the resident do does not provide proper notice. This law is an attempt to make it fairer to the resident by re requiring this “reciprocity”. In addition, the reciprocity language must be within the same le lease provision as the lease section that deals with the applicable penalties for not providing tim timely notice. Either you or the resident now MUST give notice in order to terminate the lease ag agreement if your lease contains the required clause. It is imperative that you examine the of offer to renew letters or notices that you send out to your residents, and carefully look at the timing issues. If your lease does not have a reciprocity provision, many judges will impose a reciprocal obligation on the landlord to give notice of an intent not to renew, particularly in light of the new law. Therefore, do not expect to evict a resident for holding over past the lease term unless you have properly non-renewed that resident.

NOVEMBER / DECEMBER 2016

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JANUARY / FEBRUARY 2016

PERSONAL COMPUTING:

Nerds Vs. Geeks By Reid Goldsborough A new survey shows how devoted we are to our gadgets. Nearly three out of four Americans – 74 percent – say they would rather have their house broken into than their smartphone hacked, according to a survey by MiMedia (www. mimedia.com), a personal cloud company. Other findings of the nationwide survey of 1,120 cell phone users are equally revealing. More than half of all people – 56 percent – admit to using their phones while driving a car, a dangerous form of distracted driving that leads to as many car crashes each year as drunken driving. We can’t keep away from our phones in other settings as well. About one in five people say they use their phones on dates (21 percent) or at church, temple, or other place of worship (18 percent). Fortunately, we’re more respectful at funerals. Only 8 percent of us admit to using our phones here. Being a gadget geek isn’t new. Many of us have been “addicted” to our personal computers, whether laptops or desktops, since we were first introduced to them. Then there are the plethora of other distractions, including tablets, ereaders, game consoles, media players, digital cameras, and more. PCs and Macs deserve special recognition, since they launched the personal digital revolution in the 1970s and 1980s. It’s easy to see why personal computers are so enticing. Through their versatility, power, and customizability, in the minds of many, PCs transcend mere machinehood. Personal computers allow you to communicate with far more people than a phone or letter. They help you write far more efficiently than a typewriter or pen and paper. They make it possible to keep track of people and things

NOVEMBER / DECEMBER 2016

far more easily than a roster or list. They let you budget, forecast, and plan far more effectively than a calculator or table. And they make education far more compelling than words and pictures on paper. Now with portable digital devices you can take much of this power with you wherever you go. Hardcore devotees of digital technology are sometimes called “geeks,” sometimes “dweebs,” sometimes “wonks.” But probably the most common term is “nerd,” at least the most disparaging. The stereotypical image of a nerd is a stiff, humorless, socially inept male with thick eyeglasses and buck teeth and carrying a big assortment of pens and pencils in his plasticprotected shirt pocket. A geek is typically seen as more like a wonk, an expert in a particular field who may or may not be able to engage in small talk smoothly at a cocktail party. Nerds “get their nerd on” while geeks “geek out.” The origins of both words are interesting. The word “nerd” was coined by Dr. Seuss in his 1950 book If I Ran the Zoo to refer to a small humanoid creature. “Geek” has an older, and weirder, origin. It was first used to refer to carnival performers whose act involved biting the heads off a live chicken, bat, or snake. Before this, “geck” in nineteenth century England meant fool, and today a related word in Dutch, “gek,” means mad or silly.

The word “nerd” received major boosts in popularity when it was used frequently in 1970s in the sitcom Happy Days and by the 1984 film Revenge of the Nerds. By this time, in the minds of some anyway, “nerd” had come to mean not just socially awkward but intelligent as well. The word “geek” also took time to evolve to its present, albeit hazily defined, meaning. The 1976 edition of the American Heritage Dictionary included only the carnival definition. By the 1980s geeks were regarded as people deeply involved with such interests as computers, science fiction, or comic books. The 2004 documentary film Geeks dealt with people devoted to narrow, “geeky” subjects such as Star Trek. Today, Best Buy’s Geek Squad will try to cure whatever ails your digital device. However you use the words “nerd” and “geek,” if you recognize aspects of either in yourself, you can choose to celebrate the your “nerd pride” and to participate in “geek culture.” 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.

Language evolves, and so have these two words. According to the American Heritage Dictionary of the English Language, “nerd” was being used as slang meaning drip or square later in the 1950s, perhaps by older siblings of the five- and six-yearolds who had read Dr. Zeus.

NOVEMBER / DECEMBER 2016

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