h http://twitter.com/fcaaonline
T H E O F F I C I A L N E W S L E T T E R O F T H E F I R S T C O A S T A PA R T M E N T A S S O C I AT I O N
www.fcaaonline.com • September / October 2015
Pictures Pagess 1 14-15 4-1 15
SEPTEMBER DINNER MEETING http://facebook.com/FirstCoastApartmentAssociation
Pictures Page 29
GRADUATES Page 33
“The hiring of a lawyer is an important decision that should not be based solely on advertising. Before you decide, ask us to send you free written informationabout our qualiďŹ cations and experience.â€? 0GmDF MPDBUJPOT / .D.VMMFO #PPUI 3E 4VJUF $MFBSXBUFS '- t / 0SBOHF "WFOVF 4UF 0SMBOEP '- t 4BO $BSMPT #MWE 4UF 'PSU .ZFST #FBDI '- 1SJODJQBM 0GmDF
Officers KATIE WRENN, President Milestone Management
CoastLINES
CONTENT
SHANNON GREGORY, President-Elect WRH Realty Services
6
EMV
LAURA HULSEY, Secretary
8
Nine Things that Make Good Employees Quit
BRIAN DAVIES, Immediate Past President WRH Realty Services
10
10 Myths About Bed Bugs Property Managers Need to Know
12
What’s Hot: New Stovetop Technology to Prevent Kitchen Fires
APRIL HUDSON, Treasurer Milestone Management
ERIN TRIAY, Associate Vice President For Rent Media Solutions
Community Directors: JAN CARSON Horizon Realty Management
14-15
Pictures
BRANDY MORRIS Olympus Property Management
16
DOROTHY PALMER Landmark at Maple Glenn
19-22 Industry Resource Guide
NICKI ROMEO Morgan Group
24
50 Things to Tweet About at Your Community
26
Legal or Not?
29
September Dinner Meeting Pictures
30
Connect with NAA
33
CAM | CAMT | NALP Graduates
36
How Your Words Look
TRACY WILLIAMS Carroll Management BRIAN CRON Atlantic Crossing at Deerwood Park North KEN FURTAW WRH Realty Services
Associate Directors: RICK BIERMANN REDI Carpet LUCAS BOURGEOIS RentPath
A Dirty Dozen Ways to Turn Off Prospects
Calendar of Events! 36 Portable Devices Versus Laptop and Advertisers: Desktop PCs October 15
Oktoberfest
October 17
21st Komen North Florida Race for the Cure “Roni’s Race”
TERRI JEFFRIES Cutting Edge Carpet
October 28 – 29
Certified Pool Operator Course
HOLLY FOX ET&T Distributors, Inc.
November 12
November Dinner Meeting
November 13
Fair Housing Presented by Nadeen Green
December 2 – 3
Certified Pool Operator Course
Directors Emeritus:
December 8
EPA Certification Class and Exam
DARLA ERDELYI Giglio Signs
December 17
Holiday Party
MELISSA LOHMEYER Apartments.com JEFF JACKSON Sherwin-Williams
STEVE THOMAS Maintenance Supply Headquarters
JOHN GRAY TRACERENT DALE PRITCHARD A Greener Image JILL WRIGHT Perimeter Realty
Maintenance Liaison: MATT KARLE AllWeather Contractors
FCAA Staff PEGGY QUEEN Executive Vice President LINDSEY JAMISON Associate Director
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.
AllWeather Contractors Arbor Contract Carpet Bluewater Environmental of Florida, Inc. BG Staffing Crown Pest Control Cutting Edge Carpet D.M. Koehn Landscaping FAA Annual Conference and Tradeshow House of Floors Law Offices of Heist, Weisse & Wolk, P.A. Lloyd’s Construction & Consulting, LLC Mitchell S. Ritchie Attorney at Law Industry Resource Guide Poolsure RentPaidOnline Sherwin Williams Tobacco Free Florida
2 23 38 27 27 40 38 12 3 4 9 38 19-22 39 7 11 31
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
KATHY DESHAZER Director of Education & Membership SEPTEMBER / OCTOBER 2015
5
EMV By Steven Foster, RentPaidOnline
At the moment, those three letters are causing merchants many issues due to the EMV liability shift. Effective October 1, merchants began shouldering the costs associated with a data breach at the point of sale if they do not have the necessary terminals to accept chip cards. While big-box retailers have been ahead of the game for quite some time, the industry is concerned that many small and medium-size merchants will continue to drag their feet to upgrade well into next year. The U.S. is the last developed country in the world to move from the magnetic stripe card standard to EMV. It is also the largest and most complex market so far to make the switch, and we are finding that many merchants — especially medium-size ones — are not fully aware of what they need to do to get ready. Merchants who don’t transition to EMV are likely to be targeted by hackers. The crooks talk to each other. We’ve seen this in other countries. They know which merchants still use magstripe, and we’ve seen hacks quickly migrate to those targets. In fact, when countries implement EMV, there is a well-documented migration of credit card data theft toward countries (like the U.S.) that still use magstripe technology.
A recent Javelin study found that total mobile online retail payments are expected to grow from $75.8 billion to $217.4 billion at a 23 percent compounded annual growth rate between 2014 and 2019. It illustrates that mobile online retail commerce is the more mature market today and it’s expected to grow at a robust pace. At the other end of the spectrum, Gallup in July released a poll that found just 13 percent of more than 17,000 consumers surveyed have a digital wallet on their smartphone. Merchants ultimately should be planning for an integrated omni-channel solution that’s equipped for EMV, NFC and whatever’s next. Because one thing we can count on in the payments business is constant change.
RentPaidOnline’s technology includes a real time web-based and mobile platform for electronic check, credit cards, and cash payments for the property management industry. RentPaidOnline’s parent company EFX Financial Services Inc. was founded in 2006 and processes billions in transaction volume annually throughout the United States and Canada. The key advantages of the RentPaidOnline service are our multiple,innovative, one of a kind payment channels and our “think outside the box” mentalityto ensure our clients are always heard first and foremost. – Steven Foster is the Chief Business Development Officer ~ EVP for RentPaidOnline a service of EFX Corp. He has been in the payment industry for eleven years. Steven can be reached at sfoster@rentpaidonline.com or by phone at 904599-2794 or1.855.PMY.RENT
6
SEPTEMBER / OCTOBER 2015
RentPaidOnline
Nine Things that Make Good Employees Quit By Dr. Travis Bradberry It’s pretty incredible how often you hear managers complaining about their best employees leaving, and they really do have something to complain about—few things are as costly and disruptive as good people walking out the door. Managers tend to blame their turnover problems on everything under the sun, while ignoring the crux of the matter: people don’t leave jobs; they leave managers. The sad thing is that this can easily be avoided. All that’s required is a new perspective and some extra effort on the manager’s part. First, we need to understand the nine worst things that managers do that send good people packing.
1 They Overwork People Nothing burns good employees out quite like overworking them. It’s so tempting to work your best people hard that managers frequently fall into this trap. Overworking good employees is perplexing; it makes them feel as if they’re being punished for great performance. Overworking employees is also counterproductive. New research from Stanford shows that productivity per hour declines sharply when the workweek exceeds 50 hours, and productivity drops off so much after 55 hours that you don’t get anything out of working more. If you must increase how much work your talented employees are doing, you’d better increase their status as well. Talented employees will take on a bigger workload, but they won’t stay if their job suffocates them in the process. Raises, promotions, and title-changes are all acceptable ways to increase workload. If you simply increase workload because people are talented, without changing a thing, they will seek another job that gives them what they deserve.
8
M A R SCEHP /T EAMP BR EI LR 2/ 0O1 C 5 TOBER 2015
2 They Don’t Recognize Contributions and Reward Good Work It’s easy to underestimate the power of a pat on the back, especially with top performers who are intrinsically motivated. Everyone likes kudos, none more so than those who work hard and give their all. Managers need to communicate with their people to find out what makes them feel good (for some, it’s a raise; for others, it’s public recognition) and then to reward them for a job well done. With top performers, this will happen often if you’re doing it right.
3 They Don’t Care About Their Employees More than half of people who leave their jobs do so because of their relationship with their boss. Smart companies make certain their managers know how to balance being professional with being human. These are the bosses who celebrate an employee’s success, empathize with those going through hard times, and challenge people, even when it hurts. Bosses who fail to really care will always have high turnover rates. It’s impossible to work for someone eight-plus hours a day when they aren’t personally involved and don’t care about anything other than your production yield.
4 They Don’t Honor Their Commitments Making promises to people places you on the fine line that lies between making them very happy and watching them walk out the door. When you uphold a commitment, you grow in the eyes of your employees because you prove yourself to be trustworthy and honorable (two very important qualities in a boss). But when you disregard your commitment, you come across as slimy, uncaring, and disrespectful. After all, if the boss doesn’t honor his or her commitments, why should everyone else?
Continued on Page 28
A Full Service Contractor Providing Interior & Exterior Turnkey Construction Services. R R R R R R R R R R
New Construction Build Outs Renovation & Rehab Flood, Mold & Fire Remediation on Fascia, Siding & Soffit Amenities Rehab/Renovation Carpentry Drywall Interior/Exterior Painting Concrete
Construction & Consulting, LLC Providing First Class Construction Services
5771 M Mining Terrace, Suite 203 • Jacksonville, FL 32257
904.683.4468 WWW.LLOYDSCONSTRUCTIONANDCONSULTING.COM SEPTEMBER I OCTOBER 2013 M A R CCGC# H I A P R1520026 IL 2013
9 9 9 17
A UB G N O V E M B E R J/ UDLY E C /E M E RU S T2 0 1240 1 5
10 Myths About Bed Bugs Property Managers Need to Know By John Robinson As a professional with years of experience remediating bed bugs, I’ve seen and heard just about everything when it comes to these annoying little pests. This includes a number of myths and half-truths that cause unnecessary concern. To debunk some of those myths for property managers, here are my top 10 bed bug myths and the reality behind these statements.
1
4 Bed Bugs Only Infest Dirty
or Low Income Homes Not even remotely true. Bed Bugs can literally be found anywhere at any time regardless of class or cleanliness. However, they do tend to thrive anywhere that provides plenty of hiding places and they like clutter.
5 Bed Bugs are Too Small to See
with the Naked Eye
Bed Bugs Can Jump
While it is true that bed bug eggs and nymphs are extremely small and hard to see, the full grown adult can reach up to a quarter inch, about the size of an apple seed, and is dark reddish/brown. The reason why most people don’t see them is that they rarely come out in the daylight and spend 90 percent of their time in hiding.
Bed Bugs cannot fly or jump. They can only crawl, which could lead to crawling up walls and falling into or onto things they would not otherwise be able to access.
2
Bed Bugs Can Crawl from One Apartment to Another through 6 Bed Bugs Are Bath Tub Drain Pipes Only Found in Beds Bed bugs cannot climb on slick surfaces like glass, porcelain, or slick plastics like PVC or ABS. They have been found in bathtubs but only as a result of falling off a wall or ceiling or someone throwing an infested item into the tub. However, bed bugs can use the pipe chases, electrical runs, and floor joists to travel from one apartment or room to the next. They can also easily crawl under walls and doors.
3
If I Have Bites, I Must Have Bed Bugs Many insects produce a similar reaction to a bite (ants, spiders, etc.). The only proof of a bed bug infestation is to identify the bug and/or its eggs. Other signs of an infestation are blood spotting on linens and bedding and fecal staining on walls and furnishings.
10
SEPTEMBER / OCTOBER 2015
If only it were that easy! Alas, you simply can’t get rid of your bed to solve a bed bug infestation. Bed bugs can be found anywhere in the home, including in or under flooring, behind baseboards, in wall cavities, electronics, books, phones, clothes, as well as in any other furnishings. They can usually be found within 5-10 feet of the food source…YOU.
7
Bed Bugs Only Bite Women In reality, women are more likely to react to a bite than men. In fact 70% of men don’t react to a bite. Since you can’t initially feel a bed bug bite due to anesthetic in saliva, some men may feel like they are not being bitten when actually they are.
351 NEEDS NEW CARPET. 517 NEEDS A REPAINT. AND 644 NEEDS, WELL, EVERYTHING. ALL YOU NEED IS THIS.
We know managing a multifamily community isn’t easy. That’s why we’ve become a trusted partner to so many property managers who demand quality and value. Only Sherwin-Williams offers innovative coatings, flooring, color services, painting equipment and supplies backed by over 3,900 North American stores and 2,200 representatives. So we can help solve your challenges just as quickly as they arise. Call 800-524-5979 to have a representative contact you or visit sherwin-williams.com ©2014 The Sherwin-Williams Company
8 I Can Get Rid of Bed Bugs Myself 10 Bed Bugs Transmit Diseases A lot of “over the counter” items and home remedies will kill bed bugs (sprays, alcohol, kerosene, dusts, etc.). I’ve personally killed them with a soapy water spray. The problem (even for pest control companies) is finding them, especially their eggs. If you don’t get them all at once, you can’t hope to win the battle. Very few over the counter products leave any sort of residual to kill hatching eggs or hiding bugs. The best approach for property managers is to hire a pest management professional that specializes in bed bugs and follows an integrated pest management approach.
9 I Don’t Travel So I’m Not Likely to
Get Bed Bugs Traveling is a common way of picking up bed bugs but far from the only way. Bed bugs have perfected the art of hitchhiking. You can pick them up from public transit, public venues like movie theatres, friends and family, second-hand stores, gyms, clubrooms, neighbors, and the list goes on and on.
There is currently no evidence of a bed bug transmitting any disease. I hope I managed to debunk a few misconceptions you may have had about bed bugs. What else have you heard about bed bugs? Share them in the comments below and I’ll “fact check” them. The last thing you need to believe is an outlandish claim like bed bugs can fly. Or can they? Just kidding. John Robinson, Regional Manager, Venturi Technologies, gies, Inc. In nc. c. ultifamilyy industry. industryy. He He hass managed John has more than 22 years’ experience in the multifamily Venturi Clean in Denver for 19 years and more recently has served as regional manager, covering three states. He is certified in thermal imaging, including thermal remediation of bed bugs. John is also a certified carpet restorer, water restoration journeyman, and he has decades of experience in drying with the use of various forms of thermal drying systems.
SEPTEMBER / OCTOBER 2015
11
What’s Hot: New Stovetop Technology to Prevent Kitchen Fires By Tim Blackwell “It’s a huge breakthrough,” Almand said. “It’s designed to shut off before the oil ignites.” Cooking related fires are a leading cause of U.S. fire loss, according to NFPA. Based on 2007-2011 annual averages, two-thirds of home cooking fires started when food or cooking materials ignited. Unattended cooking was the leading contributing factor in these fires, which led to $853 million in direct property damage per year. A rollout date hasn’t been set for the new standard, recently approved by Underwriters Laboratories (UL).
Electric stovetops of the future will come with built-in sensors to help reduce kitchen fires Built-in sensory technology that shuts off electric coil burners to prevent kitchen cooking fires is about to become a hot commodity. The appliance industry and fire prevention officials are close to implementing a newly adopted standard that will require all new electric stovetops to shut off before cookware contents reach ignition temperatures associated with common cooking oils. Kathleen H. Almand, Vice President of research for the National Fire Protection Association(NFPA), said that research conducted by NFPA’s Fire Protection Research Foundation and funded by the National Institute of Standards and Technology and in conjunction with the appliance industry and the Consumer Product Safety Commission (CPSC) has resulted in the development of a built-in sensor that will shut off burners just before grease catches on fire. The sensor will be standard hardware on new stovetops soon, she said. Similar shutoffs are available that can be retrofitted to most stovetops, but this is a first to require new units to have the built-in technology straight from the factory. Other products that use motion sensors to turn off unattended stoves can also be added on, although none come with new stovetops.
12
SEPTEMBER / OCTOBER 2015
Types of cooking oils, pans and pan size considered in technology Almand said adoption of the standard comes after more than five years of research to find a solution to prevent cooking fires without impinging upon cooking performance demanded by consumers. In 2010, NFPA’s Fire Protection Research Foundation began reviewing the potential effectiveness of various technologies that could prevent fires. “We initiated this project with NIST funding to explore what the parameters would be for burner shutoff technology,” she said. “In others words, you couldn’t shut off a burner too early because you wouldn’t be able to cook anything.” NFPA worked closely with the cooking, appliance and insurance industries as well as NIST and CPSC. Types of cooking oils, pans and pan size were considered in determining the burner shutoff moment. The research project won the 2015 best project medal from the Fire Protection Research Foundation. “In the meantime the appliance industry was working side-by-side with us, and individual companies began to develop this proprietary technology,” Almand said. “It’s a very synergistic kind of effort.”
The research simmered in October, when the Association of Home Appliance Manufacturers (AHAM) announced a plan to help reduce the potential for unattended cooking fires that would maintain cooking performance expectations for consumers. Almand said some low-income apartment owners and operators showed interest as this was being developed.
Existing retrofit technology stimulates industry to upgrade new stovetops Retrofitting the technology won’t be mandatory for the more than 100 million existing ranges and cooktops estimated by AHAM to be in use today. And it only applies to electric coil cooktops. Radiant glass ceramic, induction, and gas cooktops and ranges are not included but could be in the future. Pioneering Technologies manufactures add-on electric coil stovetop fire prevention technology that until recently has only be available to multi-residential commercial customers. In May at the National Hardware Show in Las Vegas, the company rolled out its new SmartBurner, a plug-and-play consumer version of its Safe-T-Element temperature limiting control device. Unlike the Safe-TElement which has be hardwired into the stovetop, the SmartBurner is advertised as a product that can be installed by anyone.
“The fact the retrofit technology appeared on the market was further stimulus (to the appliance industry) to further work on having the technology integrated into the cooktop itself,” she said. “That is their preferred approach.”
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.
Almand says the appliance industry has never been in favor of retrofits but credits existing fire prevention sensory applications for stimulating the development and broad adoption of integrating sensors into new burners.
SEPTEMBER / OCTOBER 2015
13
14
SEPTEMBER / OCTOBER 2015
SEPTEMBER / OCTOBER 2015
15
A Dirty Dozen Ways to Turn Off Prospects By Rebecca Rosario, NALP, CAM, Visionary
2
Lack luster curb appeal
3
Lousy Landscaping L
As individuals, we all have our own little pet peeves. What may turn off one prospect may not bother another. As apartment professionals, we cannot afford to turn off a single customer and image is everything. Keeping our communities neat and clean is not only easy to do; it is generally an inexpensive way to attract customers and create a pleasant property atmosphere.
Keeping the driveways, walk ways and landscaping free of discarded items goes beyond creating a neat community appearance; it is also a good step towards crime prevention and risk management. Take a quick look for broken glass, rubbish, sharp items that may have accidentally fallen out of trash bags and cigarette butts. No matter how pretty the flowers may be, having litter and unsightly items in view will deter a potential renter. Ensure sidewalks are easily navigated and do not pose a trip hazard.
Take a look around your community. Do any of the following situations exist? Here are ten ways your apartment community may be turning off prospects:
1
Sad Signage If a monument sign looks scruffy, it creates an expectation that the rest of the community will be the same or worse. Poor signage includes worn and tattered signage, signage that is too small or difficult to read or just plain unattractive. Signage that directs prospects throughout the community can also prevent customers from walking in your door. A poorly designed directional will lead the driver to find the nearest exit instead of walking in your front door. Do your signs have an EHO logo on them? I am not an attorney; one does not need a law degree to know that we should welcome everyone, so why not add it to your sign? Don’t forget the parking signs either. This is the last thing prospects see before they get out of their car. Each visual that guides people in and out of your community should be in tip-top shape. It does not have to cost a fortune either. Better to be simple and well done, than extravagant and poorly executed.
16
SEPTEMBER / OCTOBER 2015
While some lump landscaping into curb appeal, I have a different viewpoint. Landscaping is more than just what is next to the curb, and can have a major impact on a property’s marketability. For the record, when I say marketability I also include the re-sell, or renewal of the lease. Do not make the mistake of thinking that your resident will not drive through the competition when considering their renewal. If the grounds look better next door than yours they may just decide to stop in and “look”; a deadly potential for your renewal. I see so many communities that pinch pennies on mulch and only place sparse flowers in front of the monument sign. This penny wise, pound foolish approach does not serve your property. Landscaping should be considered throughout all major thoroughfares when planning for flowers. Be sure and add color in front of the model as well.
4
5
6
Poor Parking Unkempt parking areas, parking areas that are uneven, cracked or unmarked are all turn offs. I still see parking areas that do not have designated handicapped parking. This is not only poor customer service; it is against the law in most places. Parking should be easily accessible, well marked and close to the front door for inclement weather conditions. Employees should never park in the closest spots, leaving the premium spots for residents and prospective residents. Vendors should be told to do the same.
Abhorrent Amenities A G Green swimming pools are one of my top turn offs. So are sagging tennis court nets, frayed and or sagging volleyball nets, wobbly slides, broken swings, and pool areas that have faded and cracked furniture. Pools covered in leaves, or uncovered during winter are tell tale signs of poor maintenance in my book. Your prospect will think the same. Interior amenities can also be a turn off. Placing a used computer running Microsoft Word 2000 is not impressive. Even worse is a “fitness center” where the half of the machinery is inoperable. Again, what the prospect sees creates an expectation of what to expect in their home. When viewing things that are in disrepair they may wonder if the icemaker or dishwasher will work when they move in. This doubt will cost you the lease.
Messy Models T There is never a good reason for a model to be dirty. Customers will not pay attention to the great features in your model when staring a dead bug in the antennae. When your prospect notices the toilet has been used as a public bathroom it can be repulsive. Toilets should be down and covered. Another personal pet peeve, toilet paper that has been clearly used and just hanging. IF toilet paper is there, it should be folded like an upscale hotel. Prospects do not wish to see sinks with drink stains and water stains. A dirty refrigerator will turn most
prospects away. If model refrigerators must serve double duty for resident functions or other office use (I suggest refraining from this), they must be cleaned regularly. Dirty carpet makes a model look tired, no matter how nice the furnishings may be. Discolored tubs and sinks are simply not acceptable.
7 NNot-so-neat Notices In this era of technology, there is no excuse for displaying handwritten notices (often penned in sloppy handwriting) on the office door or at the mailboxes. How many times have you approached a business with a handwritten note, reading: “Out to lunch” or “Be right back”? Not often, right? When you do see this, what is your impression of the establishment? I bet it is not very favorable. It is too simple to print a sign from our computers or use pre-printed signs. Printed signs simply look more professional and signs with hard-to-read handwriting can be a customer turn-off.
Bulbs 8 BBurned-out or poor lighting o Replace any burned out light bulbs as soon as possible. Make sure all customer areas of the clubhouse, amenities, model and parking areas have ample lighting, and take into consideration renters with aging or less than perfect eyesight. Your community should be well illuminated for all customers. This also includes signage. Nothing looks worse than a poorly lit sign at night. Continued on Page 18
SEPTEMBER / OCTOBER 2015
17
Continued from Page 17
A Dirty Dozen Ways to Turn Off Prospects
9
Offensive Odors O Customers understand if they visit a lawn and garden center they will have to deal with the smell of fertilizer. They may find the fresh paint smell of a newly renovated apartment a positive; although if the smell is overpowering, it could backfire. Certain odors are understandable and may even appeal to the prospect’s sense of smell. However, renters don’t want to smell an employee’s lunch drifting across the clubhouse. Smells can be helped by using neutralizers to combat any offensive odors. Avoid anything too strong-that includes deodorizers. Smokers beware! Many people who smoke cannot detect the smoke odor and therefore, may overlook a smell that is unpleasant to a prospect or resident.
11 UUnderstaffed/Inconvenient Hours H Taking time away from work is tough. There is so much to do and never enough time. So why make it hard for people to do business with you by limiting the hours you are open? Banks are now open later and on weekends because we live in a society where convenience is king: Those who make it convenient for people to buy from them, are king. As a rule, properties should offer a minimum of one late night close time. When open, be sure there is someone manning the store. It is a crying shame to spend $200 on advertisement to lure someone in the door, only to have them have to wait 20 minutes because the office is understaffed. It is worth spending $165 for a day of trained temporary help to ensure top notch sales and service, especially on peak days, such as Saturday and Sunday.
12 DDirty Diggs Desks 10 Disorganized o or work areas This is something that I personally struggle with, so for those creative geniuses who just don’t see the value in organizing and all the “minutia” of de-cluttering, listen up: Just do it! If your desk looks like a bomb went off, what should a prospect expect their apartment to look like on move in day? First impressions create an expectation; the prospect may wonder if you can keep track of their rent check if you are having problems putting your hands on a document you touch on a daily basis, such as a floor plan. Maintenance staffs are not off the hook either. A messy shop DOES get noticed. So does the golf cart with rubbish on the seats and work buckets with a mish-mash of items hanging out. Being messy is like having company come over and not cleaning-it sends a message that you do not take pride in your personal living space. You “live” at work for at least eight hours a day, so make it presentable.
18
SEPTEMBER / OCTOBER 2015
This customer pet peeve clearly deserves to be on the list. Office and clubhouse restrooms should always be sparkling clean, whether they are open for public use or not. Make sure to stock the bathrooms with plenty of paper products, soap, trash receptacles and clean it daily. My friend Steve Matre once said “Nothing sells like clean!” He is absolutely correct, and unfortunately, the opposite is true. Clean is different from messy or disorganized. One can surface clean, in other words, de-clutter, and still leave nasty stains on the floor. Clubhouse carpets should be cleaned on a regular basis; bathrooms mopped more than once a week, and please be sure to Windex or polish all furniture and surfaces. Keyboards can be very dirty, if not cleaned. I read one article that suggested keyboards and telephones spread more germs than door knobs! Your customers will notice the difference. Create a daily checklist and use it religiously. It is easy to overlook seemingly small details when you work in the same spaces day after day. Someone once said “The Devils is the details”. I say the dollar is in the details. Good luck and happy leasing! Rebecca Rosario, NALP, CAPS, is a national trainer with over 20 years of multifamily marketing, training, sales and management experience. Her programs are designed to achieve the highest potential rent through exceptional sales training along with strategic human resource selection and development. For more information email her at Rebecca@FullHouseMarketing.net, or call her at 1-888-29-TRAIN.
http://facebook.com/FirstCoastApartment Association
www.fcaaonline.com
http://twitter.com/fcaaonline
THE OFFICIAL RESOURCE GUIDE OF THE FIRST COAST APARTMENT ASSOCIATION
SEPTEMBER / OCTOBER 2015
19
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 & Condo Selector .................(904) 564-5622 Apartment Finder ...................................(904) 464-0709 Apartments.com ..................................(904) 778-5118 Folio Weekly ............................................(904) 260-9770 For Rent Media Solutions .....................(904) 296-7171 JOE Design, Inc. .......................................(904) 501-9526 Realtor.com Rentals ................................(800) 978-7368 RentJax.com ..................................................(904) 701-0302 RentPath ...............................................................(904) 262-0863 Zillow Rental Network............................... (541) 350-3620 AD TRACKING For Rent Media Solutions .....................(904) 296-7171 AIR CONDITIONING CONTRACTORS AllWeather Contractors ......................(904) 781-7060 Avalon Heating and Air ...........................(904) 245-1818 Carlson Enterprises, LLC ..........................(904) 503-5375 David Gray Plumbing, Heating & Air .......(904) 724-7211 DBK, Inc. .................................................(386) 860-0020 InVent, Inc. ..............................................(904) 228-2263 AIR CONDITIONING EQUIPMENT AllWeather Contractors ......................(904)-781-7060 Avalon Heating and Air ...........................(904) 245-1818 ARD Distributors, Inc. ..............................(800) 654-7721 Chadwell Supply, Inc. ................................. (888) 341-2423 Ferguson Enterprises ...............................(904) 398-0660 HD Supply....................................................... (800) 431-3000 InVent, Inc. ..............................................(904) 228-2263 Maintenance Supply Headquarters.........(866) 630-6747 Marcone Supply ......................................(314) 241-1946 Rapco Supply ..........................................(407) 933-4102 Wilmar Supply ........................................(800) 345-3000 ALARM SYSTEMS IDS Alarm Services, Inc. ...........................(912) 882-6789 SAFE-Security And Fire Electronics, Inc....(904) 824-8553 ANSWERING SERVICE/ON HOLD MESSAGING Audio Images ..........................................(904) 247-8600 APARTMENT LOCATORS Apartment & Condo Selector .................(904) 564-5622 Apartment Finder ...................................(904) 464-0709 Apartments.com ..................................(904) 778-5118 For Rent Media Solutions .....................(904) 296-7171 RentJax.com ..................................................(904) 701-0302 RentPath...............................................(904) 262-0863 APPLIANCES Appliance Warehouse..............................(904) 610-4351 ARD Distributors, Inc. ..............................(800) 654-7721 Chadwell Supply, Inc...............................(888) 341-2423 Ferguson Enterprises ...............................(904) 398-0660 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters.........(866) 630-6747 Wilmar Supply ........................................(800) 345-3000 APPLIANCES (LEASING) Appliance Warehouse..............................(904) 610-4351 Azuma Leasing........................................(800) 707-1188 APPLIANCES (USED) Appliance Warehouse..............................(904) 610-4351 APPLIANCE PARTS Chadwell Supply, Inc...............................(888) 341-2423 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters.........(866) 630-6747 Marcone Supply ......................................(314) 241-1946 Rapco Supply ..........................................(407) 933-4102
20 20
SEPTEMBER / OCTOBER 2015
RESOURCE
GUIDE
AQUATIC MAINTENANCE BlueWater Environmental of FL...............(904) 880-1817 Estate Management Services .................(912) 466-9800 BANKING SERVICES Colliers International Northeast Florida .(904) 861-1101 BATH & KITCHEN REFINISHING/REPAIRS AllWeather Contractors ......................(904) 379-4614 Atlantic Powder Coating..........................(904) 724-2422 Creative Multi Care, Inc. ........................(904) 384-1047 Integrity Restoration ...............................(904) 644-7878 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Restore24 ................................................(904) 737-8673 Ronin Contractors, LLC ............................(904) 219-9447 Steve’s Painting & Maintenance ............. (904) 332-6805 BIOHAZARD WASTE CLEANUP PuroClean Emergency Services ...............(904) 573-3566 BROKERAGE Colliers International Northeast Florida ..(904) 861-1101 CABINET REFACING Northern Contours .................................(904) 449-4527 CABINETS AllWeather Contractors ......................(904) 379-4614 Chadwell Supply, Inc...............................(888) 341-2423 HD Supply....................................................... (800) 431-3000 Integrity Restoration ...............................(904) 644-7878 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Maintenance Supply Headquarters.........(866) 630-6747 Oxley Cabinet Warehouse Inc ..................(904) 981-3011 Steve’s Painting & Maintenance ............. (904) 332-6805 Spraggins Inc. .........................................(407) 770-2200 CARPET CLEANING, DYEING, RESTORATION Aqua-Clean .............................................(904) 291-4252 Creative Multi Care, Inc. ........................(904) 384-1047 Restore24 ................................................(904) 737-8673 Steve’s Painting & Maintenance ............. (904) 332-6805 CEILING FANS Chadwell Supply, Inc...............................(888) 341-2423 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters.........(866) 630-6747 Wilmar Supply ........................................(800) 345-3000 CERAMIC TILES AllWeather Contractors ......................(904) 379-4614 Integrity Restoration ...............................(904) 644-7878 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Rolland Reash Plumbing .........................(904) 260-7059 Ronin Contractors, LLC ............................(904) 219-9447 Steve’s Painting & Maintenance ............. (904) 332-6805 CLEANING SERVICE AllWeather Contractors ......................(904) 379-4614 All Renew Services, LLC ...........................(904) 386-1762 Clean It All Maintenance Services LLC .....(904) 382-7056 Jean’s Maid Services ................................(904) 463-5704 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Leonard’s Painting and Maintenance ......(904) 377-0961 Restore24 ................................................(904) 737-8673 COLLECTIONS CoreLogic SafeRent .................................(855) 491-2696 National Credit Systems ..........................(407) 574-4927 National Processing Corp......................(904) 338-3592 NCC Business Services of America, Inc. ...(904) 352-2644 Professional Debt Mediation ...................(904) 398-0286 Stellar Recovery, Inc. ..............................(904) 438-2500 COMMERCIAL POOL & PATIO FURNITURE Taylor & Associates Pool and Patio Furniture, Inc. ..............................................................(855) 734-3580
CONCRETE REPAIRS AllWeather Contractors ......................(904) 379-4614 Baxter Restoration, LLC ..........................(407) 580-0167 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Precision Sidewalk Safety Corp................(352) 401-9090 SweetWater Restoration ....................(904) 880-1919 CORPORATE / TEMPORARY HOUSING Apartment & Condo Selector .................(904) 564-5622 PaySmart USA .........................................(904) 864-5011 COUNTERTOPS AllWeather Contractors ......................(904) 379-4614 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Oxley Cabinet Warehouse Inc ..................(904) 693-5554 Spraggins Inc. .........................................(407) 770-2200 Steve’s Painting & Maintenance ............. (904) 332-6805 CREDIT CARD PROCESSING RentPaidOnline....................................(904) 599-2794 DESIGN/GRAPHICS JOE Design, Inc. .......................................(904) 501-9526 DISC JOCKEY DJ Mario Entertainment ..........................(904) 655-2518 DOG PARKS ET&T Distributors ....................................(888) 642-2226 DRY WALL REPAIR All Installation of Jax, Inc. .......................(904) 514-8750 All Renew Services, LLC ...........................(904) 386-1762 AllWeather Contractors ......................(904) 379-4614 Creative Multi Care, Inc. ........................(904) 384-1047 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Leonard’s Painting and Maintenance ......(904) 377-0961 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Restore24 ................................................(904) 737-8673 Rolland Reash Plumbing .........................(904) 260-7059 Steve’s Painting & Maintenance ............. (904) 332-6805 Sunshine State Coating, Inc. ...................(407) 933-8002 SweetWater Restoration ....................(904) 880-1919 DRYER VENT CLEANING Window Gang .........................................(904) 262-7300 ECOMMERCE Buyers Access .........................................(407) 409-3085 ELECTRICAL CONTRACTORS All Service Electric ...................................(904) 744-5050 DBK, Inc. .................................................(386) 860-0020 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 EMERGENCY RESPONSE Baxter Restoration, LLC ..........................(407) 580-0167 Restore24 ...............................................(904) 737-8673 EVICTION SERVICES Dale G. Westling, Sr., P.A..........................(904) 356-2341 Edwards & Edwards ................................(904) 222-0829 Law Offices of Heist, Weisse & Wolk..........(800) 253-8428 Mitchell Ritchie .......................................(904) 387-6100 Renters Reference Services, Inc. ..............(904) 800-2288 SweetWater Restoration ....................(904) 880-1919 FENCING/STAIR/RAIL INSTALLATION & REPAIR Atlantic Powder Coating..........................(904) 724-2422 AllWeather Contractors ......................(904) 379-4614 Frattle Stairs and Rails ............................(904) 384-3495 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 FIBER CEMENT SIDING Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 FINANCIAL SERVICES Primerica Financial Services ................... (904) 673-1211
INDUSTRY FIRE & SAFETY EQUIPMENT Able Fire Prevention ...............................(904) 233-0260 Apartment Fire Extinguisher Service.............. (904) 398-2030 Cintas Fire Protection ..............................(904) 562-7000 First Coast Fire & Safety........................... (904) 346-0111 Pye-Barker Fire & Safety, Inc. .................(904) 553-4222 SAFE-Security And Fire Electronics, Inc....(904) 824-8553 Wayne Automatic Fire Sprinklers ............(904) 268-3030 FIRE RESTORATION AllWeather Contractors ......................(904) 379-4614 Baxter Restoration, LLC ..........................(407) 580-0167 Integrity Restoration ...............................(904) 644-7878 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 PuroClean Emergency Services ...............(904) 573-3566 Restore24 ...............................................(904) 737-8673 Steve’s Painting & Maintenance ............. (904) 332-6805 SweetWater Restoration ....................(904) 880-1919 FITNESS & EXERCISE EQUIPMENT Advantage Sport & Fitness, Inc. ..............(904) 451-1702 Commercial Fitness Products ..................(904) 392-6977 First Place Fitness Equipment..................(904) 998-0738 Fitnessmith .............................................(561) 529-5590 Fitness Pro ..............................................(850) 523-8882 SOFITCO ...................................................(850) 259-5946 FLOORING Arbor Contract Carpet ...........................(904) 781-2003 Cutting Edge Carpet ................................(904) 475-9300 Expressions Carpet and Flooring ........(904) 739-2885 First Choice Luxury Vinyl Plank Flooring ..(706) 271-8023 Fitnessmith .............................................(561) 529-5590 House of Floors ....................................(904) 262-6989 Integrity Restoration ...............................(904) 644-7878 Lifestyle Carpets Inc ................................(904) 332-9885 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Mohawk Industries .................................(321) 287-3572 Redi Carpet ...........................................(904) 781-4300 Sherwin Williams...........................(904) 448-8109 Spraggins Inc. .........................................(407) 770-2200 Urban Surfaces ........................................(800) 492-8722 Wilson Carpet Service .............................(904) 737-9593 FOUNTAINS BlueWater Environmental of FL...............(904) 880-1817 Estate Management Services .................(912) 466-9800 FURNITURE Brook Furniture Rental ............................(904) 730-8511 CORT Furniture Rental ...................(904) 396-9000 Southern Furniture Leasing.....................(866) 736-8481 GENERAL CONTRACTORS AAPCO Florida .........................................(800) 728-2690 AllWeather Contractors ......................(904) 379-4614 Baxter Restoration, LLC ..........................(407) 580-0167 Building Innovations ..............................(904) 400-0421 Carlson Enterprises, LLC ..........................(904) 527-1662 DBK, Inc. .................................................(386) 860-0020 Integrity Restoration ...............................(904) 644-7878 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Ronin Contractors, LLC ............................(904) 219-9447 SweetWater Restoration ....................(904) 880-1919 The Renovation Group.............................(866) 417-7350 GLASS REPLACEMENT & REPAIR Glass Doctor of Jacksonville ....................(904) 269-0777 GOLF CARTS Golf & Electric Vehicles ............................(904) 730-3395 Mid Florida Golf Cars ...............................(904) 731-1832
RESOURCE
GUTTER INSTALLATION AND SERVICES AAPCO Florida .........................................(800) 728-2690 AllWeather Contractors ......................(904) 379-4614 Gutter Masters ........................................(904) 813-4388 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Ronin Contractors, LLC ............................(904) 219-9447 Window Gang .........................................(904) 262-7300 HOUSEWARES Cort Furniture Rental...............................(904) 396-9000 Southern Furniture Leasing.....................(866) 736-8481 INSURANCE Brown & Brown Insurance ......................(904) 565-8304 Fortegra ..................................................(614) 439-9071 INTERNET SERVICES Apartment Finder ...................................(904) 464-0709 Apartments.com..............................................(904) 778-5118 For Rent Media Solutions .......................... (904) 296-7171 realtor.com..............................................(800) 978-7368 RentPath ...............................................................(904) 262-0863 IRRIGATION DM Koehn Landscaping ..........................(904) 716-0683 Duval Landscape Maintenance................(904) 233-3388 Greenpoint ..............................................(904) 635-6223 JANITORIAL SUPPLIES Chadwell Supply, Inc...............................(888) 341-2423 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters.........(866) 630-6747 Wilmar Supply ........................................(800) 345-3000 LAKE MAINTENANCE BlueWater Environmental of FL...............(904) 880-1817 Estate Management Services .................(912) 466-9800 LANDSCAPE MAINTENANCE Ameriscapes Landscape Management ....(770) 242-8180 The Brickman Group................................(904) 737-4077 City Wide Maintenance ............................(904) 737-4969 Davey Commercial Grounds Maintenance.....(904) 768-8733 DM Koehn Landscaping ..........................(904) 716-0683 Duval Landscape Maintenance................(904) 233-3388 Elliotts Landscape Group LLC...................(904) 718-2160 Envision Management Group ..................(904) 342-2091 Estate Management Services .................(912) 466-9800 Bass Companies ......................................(904) 635-6223 Landscape Professionals .........................(904) 880-6165 Mulch Masters, LLC .................................(904) 727-1100 TLC Total Lawn Care.................................(904) 699-0046 Turf Pros Landscaping, LLC ......................(904) 554-5173 ValleyCrest Landscape Companies...........(904) 292-0716 LAUNDRY SERVICE & EQUIPMENT CoinMach Corporation.............................(407) 937-9345 GA Barber ...............................................(904) 683-3647 Mac•Gray.................................................(800) 622-4729 Washco Laundry Equipment ...................(904) 724-2622 LEAK DETECTION American Leak Detection ........................(904) 519-5700 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 LEGAL SERVICES Dale G. Westling, Sr., P.A............................ (904) 356-2341 Edwards & Edwards ................................(904) 222-0829 Law Offices of Heist, Weisse & Wolk..........(800) 253-8428 Mitchell S. Ritchie, PA .............................(904) 387-6100 LIGHTING & LIGHTING SUPPLIES Chadwell Supply, Inc...............................(888) 341-2423 Ferguson Enterprises ...............................(904) 398-0660 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters.........(866) 630-6747 Wilmar Supply ........................................(800) 345-3000
GUIDE
LODGING/MEETING FACILITY Four Points by Sheraton ..........................(904) 562-4920 MAINTENANCE SUPPLIES Chadwell Supply, Inc...............................(888) 341-2423 Ferguson Enterprises ...............................(904) 398-0660 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters.........(866) 630-6747 Marcone Supply ......................................(341) 241-1946 Rapco Supply ..........................................(407) 933-4102 Wilmar Supply ........................................(800) 345-3000 MARKETING Apartment & Condo Selector .................(904) 564-5622 Apartment Finder ...................................(904) 464-0709 Folio Weekly ............................................(904) 260-9770 For Rent Media Solutions .......................... (904) 296-7171 JOE Design, Inc. .......................................(904) 501-9526 mbpr ......................................................(904) 424-6641 Occupancy Edge ......................................(508) 977-7570 RealPage ................................................(972) 820-3000 RentPath ...............................................................(904) 262-0863 T. Maks International ..............................(904) 855-4188 MOLD REMEDIATION Airsafe Inc. .............................................. (904) 387-9399 Baxter Restoration, LLC ..........................(407) 580-0167 Integrity Restoration ...............................(904) 644-7878 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Property360, LLC .....................................(855) 932-3784 PuroClean Emergency Services ...............(904) 573-3566 Restore24 ...............................................(904) 737-8673 SweetWater Restoration ....................(904) 880-1919 MOSQUITO CONTROL BlueWater Environmental of FL...............(904) 880-1817 ODOR ELIMINATION BioSweep of South Coast, LLC .................(904) 516-0250 OUTDOOR FURNITURE/RESTRAPPING Admiral Outdoor Furniture ......................(800) 999-2589 Atlantic Powder Coating..........................(904) 724-2422 ET&T Distributors ....................................(888) 642-2226 Frattle Stairs and Rails ............................(904) 384-3495 Horizon Casual, Inc. .................................(866) 657-8731 Taylor & Associates Pool and Patio Furniture, Inc. ..............................................................(855) 734-3580 PAINT SUPPLIES Color Wheel Paint ...................................(904) 928-0600 The Paint Drop by Valspar .......................(904) 328-5492 Sherwin Williams ................................(904) 448-8109 PAINTING CONTRACTORS AAPCO Florida .........................................(800) 728-2690 All Installation of Jax, Inc.........................(904) 514-8750 All Renew Services, LLC ...........................(904) 386-1762 AllWeather Contractors ......................(904) 379-4614 Baxter Restoration, LLC ..........................(407) 580-0167 Building Innovations ..............................(904) 400-0421 Creative Multi Care, Inc. ........................(904) 384-1047 Clean It All Maintenance Services LLC ....(904) 382-7056 Integrity Restoration ...............................(904) 644-7878 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Leonard’s Painting and Maintenance ......(904) 377-0961 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Restore24 ................................................(904) 737-8673 Ronin Contractors, LLC ............................(904) 219-9447 Steve’s Painting & Maintenance ............. (904) 332-6805 Sunshine State Coating, Inc. ...................(407) 933-8002 SweetWater Restoration ....................(904) 880-1919 SEPTEMBER / OCTOBER 2015
21
INDUSTRY PARKING LOT MAINTENANCE All County Paving ...................................(407)-610-8069 Duval Asphalt..........................................(904) 296-2020 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 PEST CONTROL/TERMITES A Greener Image ....................................(904) 739-8090 A.R.T Pest Control....................................(888) 926-6488 Bug Out Service ......................................(904) 743-8272 Crown Pest Control ..................................(904) 743-1132 DM Koehn Landscaping ..........................(904) 716-0683 Massey Services Inc.................................(800) 881-8861 Mosquito Joe...........................................(904) 236-4110 Property360, LLC .....................................(855) 932-3784 PHOTOGRAPHY Art & Alex Photography ..........................(904) 273-4442 PLUMBERS AllWeather Contractors ......................(904) 379-4614 David Gray Plumbing, Heating & Air .......(904) 724-7211 DBK, Inc. .................................................(386) 860-0020 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Rolland Reash Plumbing .........................(904) 260-7059 Roto-Rooter..........................................(904) 354-7321 PLUMBING SUPPLIES Ferguson Enterprises ............................... (904) 398-0660 Moen Inc. ................................................ (407) 340-3249 POOL SERVICE, REPAIRS & RENOVATIONS Bass Companies ......................................(904) 635-6223 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 Chadwell Supply, Inc...............................(888) 341-2423 Crystal Clean Pool Service .......................(904) 855-8884 Henderson Pool Services, Inc. .................(904) 241-7665 HD Supply....................................................... (800) 431-3000 Maintenance Supply Headquarters.........(866) 630-6747 Poolsure ..................................................(800) 858-7665 POWDER COATING Atlantic Powder Coating..........................(904) 724-2422 Frattle Stairs and Rails ............................(904) 384-3495 PRESSURE WASHING AAPCO Florida .........................................(800) 728-2690 Atlantic Powder Coating..........................(904) 724-2422 AllWeather Contractors ......................(904) 379-4614 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Reflections Pressure Washing..................(904) 322-8900 Ronin Contractors, LLC ............................(904) 219-9447 Window Gang .........................................(904) 262-7300 Window Washing & Pressure Washing ....(904) 885-7840 PRINTING JOE Design, Inc. .......................................(904) 501-9526 PROMOTIONAL PRODUCTS Professional Business Systems, Inc. .........(904) 705-6382 T. Maks International ..............................(904) 855-4188 PROPERTY MANAGEMENT SOFTWARE Property Solutions International, Inc. ............ (801) 375-5522 RealPage ................................................(972) 820-3000 ResMan ...................................................(972) 349-1406 PUBLIC RELATIONS Fancy Fox Designs ..................................(904) 537-5651 mbpr ......................................................(904) 424-6641
RESOURCE PUMPS Ferguson Enterprises ...............................(904) 398-0660 Rolland Reash Plumbing ........................(904) 260-7059 Weeks Utility Service, Inc. .......................(904) 726-5869 RECYCLING Conex Recycling ......................................(866) 879-2663 Residential Disposal Services, LLC ..........(904) 226-5191 Southland Waste/Republic ......................(904) 443-2000 Waste Management................................(904) 370-1907 RENOVATIONS AAPCO Florida .........................................(800) 728-2690 AllWeather Contractors ......................(904) 379-4614 Baxter Restoration, LLC ..........................(407) 580-0167 Building Innovations ..............................(904) 400-0421 Integrity Restoration ...............................(904) 644-7878 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Ronin Contractors, LLC. ........................... (904) 219-9447 Spraggins Inc. .........................................(407) 770-2200 SweetWater Restoration ....................(904) 880-1919 The Renovation Group.............................(866) 417-7350 RENTAL RELOCATION Apartment & Condo Selector .................(904) 564-5622 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 Occupancy Edge ......................................(508) 977-7570 Real Data.................................................(704) 369-2345 RESIDENT SCREENING CoreLogic SafeRent .................................(855) 491-2696 RESTORATION/REHAB AllWeather Contractors ......................(904) 379-4614 AAPCO Florida .........................................(800) 728-2690 Baxter Restoration, LLC ..........................(407) 580-0167 Integrity Restoration ...............................(904) 644-7878 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Moen Inc. ................................................(407) 340-3249 Ronin Contractors, LLC. ........................... (904) 219-9447 SweetWater Restoration ....................(904) 880-1919 ROOFING CLEANING Reflections Pressure Washing..................(904) 322-8900 ROOFING AAPCO Florida .........................................(800) 728-2690 AllWeather Contractors ......................(904) 379-4614 Excel Roofing Contractors........................(904) 631-7663 Performance Roofing .........................(904) 224-3628 SRG Roofing ............................................(904) 377-0866 Sunshine State Coating, Inc. ...................(407) 933-8002 SweetWater Restoration ....................(904) 880-1919 Tillman Building Services ........................(904) 845-8280 Townsend Roofing & Const. Svs., Inc ............(904) 645-5887 SECURE ON-LINE RENTAL PAY RentPaidOnline .......................................(904) 599-2794 SECURITY, COURTESY OFFICER Signal 88 North Florida ...........................(904) 449-6104 SIDING AAPCO Florida .........................................(800) 728-2690 AllWeather Contractors ......................(904) 379-4614 Gutter Masters ........................................(904) 813-4388 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Ronin Contractors, LLC. ........................... (904) 219-9447
GUIDE SIGNS, BANNERS & FLAGS Atlantic Powder Coating..........................(904) 724-2422 Giglio Signs .............................................(904) 396-9046 STAFFING Agility HR Group .....................................(904) 281-2105 BG Staffing .............................................(904) 224-5000 Career Strategies .....................................(904) 757-3456 TOWING Arlington Wrecker Service .......................(904) 695-0202 Adkison Towing ....................................(904) 260-3000 ASAP Towing & Storage Co., Inc................(904) 771-7111 TRADESHOW EVENT SERVICES Cort Furniture Rental...............................(904) 396-9000 TRAINING / EDUCATION Occupancy Edge ......................................(508) 977-7570 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 Bradburn Group, Inc. ..............................(407) 908-8001 AllWeather Contractors ......................(904) 379-4614 Creative Multi Care, Inc. ........................(904) 384-1047 Kevin’s Commercial / Residential Repairs, Inc. .. (904) 536-6566 Leonard’s Painting and Maintenance ......(904) 377-0961 Lloyd’s Construction & Consulting, LLC .(904) 683-4468 Restore24 ...............................................(904) 737-8673 Ronin Contractors, LLC ............................(904) 219-9447 Spraggins Inc. .........................................(407) 770-2200 Steve’s Painting & Maintenance ............. (904) 332-6805 UTILITY SUBMETERING NWP Services ..........................................(678) 612-8094 VALET TRASH SERVICE Invisible Waste Services ..........................(407) 509-1293 Skinner Waste Solutions .........................(904) 239-7222 Valet Waste .............................................(813) 248-1327 WASTE REMOVAL Advanced Disposal Services ....................(904) 783-7000 Residential Disposal Services, LLC ..........(904) 226-5191 Skinner Waste Solutions .........................(904) 239-7222 Southland Waste/Republic ......................(904) 443-2000 Sunshine Recycling Inc............................(904) 838-2852 Waste Management Inc. of Florida .........(904) 894-4516 WATER MITIGATION Baxter Restoration, LLC ..........................(407) 580-0167 PuroClean Emergency Services ...............(904) 573-3566 SweetWater Restoration ....................(904) 880-1919 United Water Restoration Group, Inc. ......(386) 492-6904 WEB SITE DESIGN JOE Design, Inc ........................................(904) 501-9526 RealPage ................................................(972) 820-3000 WINDOW CLEANING Reflections Window Washing ..................(904) 322-8900 Window Gang .........................................(904) 262-7300
Please contact FCAA at 904-292-1345 to make any changes to your company information that appears in this Guide and our online Resource Guide at www.fcaaonline.com
SEPTEMBER / OCTOBER 2015
23
50
Things to Tweet About at By Lindsey Schober
Whether your social media channels are managed through your corporate office, by you and your onsite team or a combination, coming up with quality content to fuel your strategy can pose a challenge — especially on Twitter. 140 characters doesn’t leave a ton of room to engage. However, with 316 million monthly active users, the social network is rich with opportunity for your community to connect one-on-one with your residents, your city, and with influencers and others in the multifamily industry by providing them with valuable and entertaining content.
ORIGINAL CONTENT 1.
Respond to comments and complaints.
2.
Answer questions.
3.
Share event announcements leading up to the event. Include a specific hashtag (#) so your residents can join the conversation or post their own comments.
4.
Post photos during events or as an event recap, again using the hashtag, and encourage your residents to do the same.
5.
Participate in well-established Twitter hashtags like #TBT (throwback Thursday). Post a photo of your community prior to a renovation or before the pool was built.
6.
Or, have your onsite team post childhood pictures of themselves for #TBT (if they’re game!).
7.
Give your residents a boost at the beginning of the week and share an inspirational quote, Vine video or image for #MotivationMonday.
8.
Share news about your community such as upcoming maintenance or outages.
9.
Remind residents of disruptions to nearby transportation routes or street closures.
RULE OF THIRDS Take a minute to think about why your community is on Twitter. What is your goal? Who are your audiences, and what are they interested in? What do they need, like, want, hate and talk about? And, most importantly, how can the content shared by your community help, entertain or inspire them? When deciding what type of content to share, consider a mix of the following:
1/3 1/3 1/3
ORIGINAL CONTENT: Post content that you create, like photos from events or community news. Respond to residents or other members of your larger community who tweet to you. 1/3 CURATED CONTENT: Share content from other sources that your audience cares about, such as your local newspaper, or cheer on the local sports teams. EDUCATIONAL CONTENT: Educate your audience about your product. Think about what makes your property unique, and let your community’s personality and lifestyle shine through. Focus more on giving your a udience a taste of what it’s like to live at your property than selling an empty apartment home.
So with that, here are 50 topics to get you sharing, engaging, helping and tweeting!
10. Remind residents about upcoming activities at your community. 11.
Welcome a new local business to town.
12. Share a local event, such as a street festival or farmers market. 13. Congratulate an onsite team member for an accomplishment. 14. Join a large or trending conversation to express support or celebration (if it’s appropriate for your brand). 15. Offer a sneak peek of a new construction project or renovation. 16. Make sure to show its progress throughout the project. 17.
24
SEPTEMBER / OCTOBER 2015
Ask questions or poll your audience.
Your Community
50
EDUCATIONAL CONTENT 18. Let residents know about a local restaurant week. 19. Wish your followers a happy holiday.
38. Share a blog post.
20. Use the National Day calendar to share silly or unique days with your residents and followers. (On that note, Happy Chocolate Chip Cookie day!)
40. Start a Pet-of-the-Month feature, and showcase Fido or Fluffy in a weekly photo around your community.
21. Remind residents about voting days (or to register to vote). 22. Talk about local running trails or parks when the weather warms up. 23. Set up a specific time for residents to ask questions.
39. Highlight a great apartment-decorating idea.
41. Start a Resident-of-the-Month feature (with the selected resident’s permission, of course), and share updates from them that show off your community’s lifestyle. 42. Hold a contest for the best holiday decorations and ask residents to tag their entries with a designated hashtag. Announce the winner via Twitter.
24. Partner with a local business to offer a discount at the shop or for a service. 25. Surprise residents with a pop-up activity, like hot chocolate in the lobby, and post photos.
CURATED CONTENT 26. Retweet an announcement about a new local business opening near your community. 27. Tweet about a design trend or seasonal decorating idea with a link to a respected blog. 28. Congratulate a local sports team. 29. Post an idea about hosting a barbeque with a link to the original article.
43. Host a guest tweeter: Give someone from the community or a local business the reins to show a day or even a week through their eyes. Make sure they fit with your brand, and provide content guidelines. 44. Post photos of everyday life, making sure to focus on what makes you unique, different or fun. 45. Post an update or a picture from your onsite team’s training or offsite event that could be interesting to a broader professional audience. 46. Host a Twitter scavenger hunt to showcase different amenities around your community or your larger neighborhood.
30. Share a video about organization tips for your home. 31. Talk about moving tips and tricks and share resources. 32. Share a story about your neighborhood.
47. Recognize a resident for an accomplishment like completing a triathlon, or wish them luck on the morning of the race. 48. Share an interesting nugget about your neighborhood or the history of the area.
33. Link to weather-safety tips for the season.
49. Set up a volunteer opportunity and share the day through photos.
34. Link to a story about the best restaurants in town.
50. Share photos of your amenities in use.
35. Provide information about renters insurance. 36. Share a local nursery’s advice about starting an herb garden. 37. Provide home-cleaning hacks.
ABOUT LINDSEY SCHOBER Lindsey Schober is a writer at Zillow focused on multifamily and rental real estate.
SEPTEMBER / OCTOBER 2015
25
by Brian Wolk, The Law Offices of Heist, Weisse & Wolk, PA b
LEGAL OR NOT? Our property managers seem to be confused about procedures related to security deposits. For example, we are confused as to what should be done when we are returning the entire security deposit with no claim being made. How much time do we have to return the deposit in that instance? Also, what if we do make a claim? How many days does the resident have to respond? My corporate office is also unclear as to what happens if the resident does not respond to our notice to impose the claim on the security deposit. We e-mailed the notice to the resident’s last known address as a cost cutting move, as certified mail is so expensive now.
FFS 83.49(3) gives the property manager 30 days from the time the resident vacates the aapartment to make a claim upon the resident’s security deposit. In your case you made a critical error. The statute requires you to send the notice by certified mail to the last kknown address of the resident. You should not have e-mailed the notice. Also keep in mind that the property manager has only 15 days from the date the resident vacates m to return the security deposit if the manager is not making any claim on the security deposit; however, the full refund does not have to be sent by certified mail. If a proper d cclaim is made on the security deposit, then the resident has 15 days to respond in writing. The apartment community may disburse the security deposit if the resident fails in to dispute the claims within 15 days of receipt of the security deposit claim letter. The property manager must keep in mind even in that instance that the resident still has five years to bring suit for the return of the security deposit. If you find yourself taking more than 15 days and a resident or resident’s attorney accuses you of violating FS 83.49(3), do not respond to the resident or the attorney, and call your attorney at once. Remember, if the security deposit deduction is contested and the resident obtains an attorney and wins in court, the apartment community will be liable to the resident for significant attorney’s fees. Often the risk of a lawsuit outweighs the reward of retaining the security deposit, so make sure you fully comply with the statute . We are trying to non-renew one of our residents, a young, single father, due to problems we continually have with his minor children. During the last 10 months, we have received a ton of complaints from residents throughout the apartment community who have witnessed destruction of apartment community property and loud yelling by these children in the common area pool. Our courtesy officer has had to escort the children from the business center late one night, the children are often left unsupervised, and they generate excessive guest traffic due to all of their buddies coming over to hang out with them. Our lease requires 30 days’ notice to non-renew, and that deadline is fast approaching. We are concerned that this resident will claim discrimination, because he accuses us of being “anti-family”. Should we non-renew? Are we required to give a reason to non-renew? We need to take action, as we have good residents vacating due to this resident and his children. Continued on Page 34
26
SEPTEMBER / OCTOBER 2015
Stressed and Understaffed?
Admin Support Leasing Class Graduates Bilingual Leasing Consultants Leasing Consultants Assistant Managers Managers
Make Ready Techs Assistant Maintenance Techs Certified Maintenance Techs Lead Maintenance Techs Porters/Groundskeepers Housekeepers
Call BG Staffing for Peace of Mind! Compliance Depot National Account - Fully Insured - On-Call 24/7
www.bgmultifamily.com
Jacksonville: (904) 224.5000
The Apartment Pest Control Specialist
CROWN
PESTT CONTROL CO. Better Because We Care
Professional Service Competitive Pricing Customized Programs Same Day Service
904-743-1132
Proudly Serving the Apartment Industry Since 1979
Nine Things that Make Good Employees Quit
By Dr. Travis Bradberry
Continued from Page 8
Management may have a beginning, but it certainly has no end. When you have a talented employee, it’s up to you to keep finding areas in which they can improve to expand their skill set. The most talented employees want feedback—more so than the less talented ones—and it’s your job to keep it coming. If you don’t, your best people will grow bored and complacent.
8 They Fail To Engage Their Creativity 5 They Hire and Promote the Wrong People Good, hard-working employees want to work with like-minded professionals. When managers don’t do the hard work of hiring good people, it’s a major demotivator for those stuck working alongside them. Promoting the wrong people is even worse. When you work your tail off only to get passed over for a promotion that’s given to someone who glad-handed their way to the top, it’s a massive insult. No wonder it makes good people leave.
6 They Don’t Let People Pursue Their Passions Talented employees are passionate. Providing opportunities for them to pursue their passions improves their productivity and job satisfaction. But many managers want people to work within a little box. These managers fear that productivity will decline if they let people expand their focus and pursue their passions. This fear is unfounded. Studies show that people who are able to pursue their passions at work experience flow, a euphoric state of mind that is five times more productive than the norm.
7 They Fail To Develop People’s Skills When managers are asked about their inattention to employees, they try to excuse themselves, using words such as “trust,” “autonomy,” and “empowerment.” This is complete nonsense. Good managers manage, no matter how talented the employee. They pay attention and are constantly listening and giving feedback.
28
SEPTEMBER / OCTOBER 2015
The most talented employees seek to improve everything they touch. If you take away their ability to change and improve things because you’re only comfortable with the status quo, this makes them hate their jobs. Caging up this innate desire to create not only limits them, it limits you.
9 They Fail To Challenge People Intellectually Great bosses challenge their employees to accomplish things that seem inconceivable at first. Instead of setting mundane, incremental goals, they set lofty goals that push people out of their comfort zones. Then, good managers do everything in their power to help them succeed. When talented and intelligent people find themselves doing things that are too easy or boring, they seek other jobs that will challenge their intellects.
Bringing It All Together If you want your best people to stay, you need to think carefully about how you treat them. While good employees are as tough as nails, their talent gives them an abundance of options. You need to make them want to work for you. About the Author: Dr. Travis Bradberry is the award-winning co-author of the #1 bestselling book, Emotional Intelligence 2.0, and the cofounder of TalentSmart, the world’s leading provider of emotional intelligence tests and training, serving more than 75% of Fortune 500 companies. His bestselling books have been translated into 25 languages and are available in more than 150 countries. Dr. Bradberry has written for, or been covered by, Newsweek, TIME, BusinessWeek, Fortune, Forbes, Fast Company, Inc., USA Today, The Wall Street Journal, The Washington Post, and The Harvard Business Review.
SEPTEMBER DINNER MEETING
M AY / J U N E 2 0 1 5
29
Connect With NAA $% % % $ %" % $ ! # % # " $% % $# $ % # $#! % ! $#!% " # ! $ % $ $ $% " % " % " % By Tom Beaton, CPM, The Dolben Company 2015 National Apartment Association Chairman of the Board
A
chieving success tomorrow requires one to take care of business today—that's why leading communities turn to the 2015 NAA Income & Expense Survey in Rental Apartment Communities (IES). Results of the 27th annual IES BSF available at www.naahq.org/15IES. 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 2015 survey is based on ďŹ scal year 2014 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 $1,050 for the full report. To reserve your copy of the survey, contact NAA’s Membership Department at membership@naahq.org. Prior versions of the Income & Expenses Survey are also available at www.naahq.org/learn/income-and-expenses-survey.
(0).B'88B+4:7;?<>@B#>@-A9A@7AB B+* >=<?<>@2 AA <@1B B <?%B6@?A9@A? ; /B&A=<4A@?=B The most critical phases of a lease cycle typically occur in the digital space, and myriad resources are devoted to managing these online platforms, but do they really meet your residents’ needs? The popular session, “Keeping Up With Internet-Savvy Renters: Online Trends Today and Tomorrow,â€? one of more than 65 presented in Las Vegas during the 2015 NAA Education Conference & Exposition—offers a primer for tailoring your online presence to suit current and future online behavior. The session outlines the pitfalls multifamily housing ďŹ rms face when managing their resident base online, with easy-to-follow instructions on overcoming these challenges. “Keeping Up With Internet-Savvy Renters: Online Trends Today and Tomorrow,â€? as well as other unparalleled education sessions, are now available to you as part of the NAA Education Institute’s (NAAEI) “REWINDâ€? program, offering over 50 video and audio-synced PowerPoint recorded sessions from the 2015 NAA Education Conference & Exposition. Order your sessions today at www.naahq.org/ learn/education/take-a-class-online/rewind-video-audiorecordings.
30
JSAENPUTAERMYB E/ RF E/ BORCUTAORBYE 2R 0 21 05 1 5
6@79A;=AB' 6 ,>4;/2 '>@ &A@?B6@7>$A &>:@4?; 3AB;?B58 656 +2B(0).B5:3?<-;$<3/ 8==A?B5;@;1A$A@?B#>@-A9A@7AB From cupcake trucks to pet-washing stations to hefty ďŹ nes for negative reviews on social media, industry players have attempted an incredible number of strategies to increase non-rent income. Register now at www.naahq.org/maximize for MAXIMIZE: 2015 Multifamily Asset Management Conference—October 12-14 at the Omni Amelia Island in Amelia Island, Fla.—for a look at over 20 years of initiatives ranked by the size of their impact and how scalable they can be for a small team. Join the panel of experts for a session focused on revenue-generating items spanning space-rental initiatives like storage lockers and parking to service fees and fee allocation programs, to referral fees for marketing third-party services and amenities. Register today to be ďŹ rst in line for the information, insight and answers to questions necessary to boost your bottom line.
A=?B<@B#3;==B&A=>:97A= B,%>9>:1%3/B A??A4B->9 >:9B!A;7AB>-B5<@4 B >:9=B+*73:=< A3/B 9>$B'88 Providing access to excellence at a reasonable price—that’s what NAA’s new Open Door program is all about. With Open Door as your purchasing partner, savvy NAA members are saving thousands of dollars on relevant, everyday products from suppliers they know and trust. Open Door provides valuable insider access to favorable terms on products and services provided by thoroughly researched and vetted Preferred Companies. Together, we put you in touch with top-of-the-line brands you’ll instantly recognize for their quality—and appreciate for their cost savings. But there’s no cost to you. Open Door is an NAA member beneďŹ t. For the latest information about Preferred Companies and the beneďŹ ts they offer, visit NAA’s Open Door at opendoor.naahq.org.
8@@>:@7<@1B5 ,6 856 B 6' 2B ,%AB+==A@?<;3B6@4:=?9/B,A*? MULTIFAMILY HOUSING: The Essential Industry Text has been developed as a deďŹ nitive reference and interactive guide aimed at expanding the knowledge of multifamily professionals. It serves as a complement to “on-the-jobâ€? experience for investors, developers, owners, managers, consultants and suppliers. College students pursuing degrees in property management or real estate can use this text as the single source with “best practices,â€? uniform guidelines and standardized operational procedures, complete with a comprehensive glossary and industry terminology. Order today at http://members.naahq.org/core/store/ default.aspx to take advantage of the introductory price of 69 (plus $25 shipping and handling), and email NAAEI at education@naahq.org to place bulk orders.
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
For more information on smoke-free housing, visit www.tobaccofreestjohns.com
FCAA is proud to offer nationally recognized certification courses through the National Apartment Association. These are the National Apartment Leasing Professional (NALP), Certified Apartment Manager (CAM) and Certified Apartment Maintenance Technician (CAMT). Comprehensive course work and successfully completing an exam are required
FCAA offers the “CAM CRAM,” which allows students to complete their course work in only six days. The CAM covers all aspects of property management, including Marketing, Risk Management, Human Resources, Fair Housing, Legal Responsibilities and Property Maintenance for Managers. A full day is allowed for both “Financial Management” and “Research, Analysis and Evaluation,” which teaches students critical thinking, how to conduct research, make assumptions and draw conclusions. The CAM certification requires 12 months of industry experience.
for each certification.
The NALP designation course was completely updated earlier this year, featuring new videos and PowerPoint presentations. Topics such as “Bringing in New Residents: Being Prepared,” “Effectively Meeting the Needs of Current Residents” and “Why Your Competition Matters” illustrate how important the Leasing Consultant position is to the community and the entire organization. The course includes 24 hours of instruction over a 3-day period, concluding with a Market Survey Presentation presented by each student. The NALP certification requires six months of industry experience.
The CAMT course is accredited by the American National Standards Institute (ANSI), and NAA must reapply every five years to maintain this accreditation. The first reaccreditation was just completed with two commendations: ANSI found that the program far exceeds the minimum requirements for curriculum design, development and delivery – an “excellent example of current state-of-the-art in adult learning and instructional design.” They also found that the program excelled by creating an industry-wide skill standard for apartment maintenance technicians. The CAMT certification also has a 12-month industry experience requirement. Successful completion of the CAMT course qualifies students for the PMC (Property Maintenance Craftsman) license, which is required by Duval County for maintenance personnel to perform certain maintenance tasks on their properties. Both CAM and NALP are offered at least once a year by FCAA; CAMT is offered twice a year in January and July. FCAA offers a variety of educational seminars for every level of property management professional. Watch our website - fcaaonline.com - for educational opportunities!
32
SEPTEMBER / OCTOBER 2015
Congratulations to our Most Recent Designates! Pauline Richards ATLANTIC CROSSING
GRADUATE GRADUATES
Brittany Morrison
Helena Johnson
Jennifer Kman
Michelle Murphy
Ignacio Breto Trotman
Kevin Stepherson
Juan Ricardo
Gary Cooper
ULTRIS WYNNFIELD LAKES
CAM GRADUATES
TPC MANDARIN
BANYAN BAY APARTMENTS
ST. AUGUSTINE AT THE LAKE
GRADUATES CREEKWOOD APARTMENTS
CAMT GRADUATES
GRAN BAY APARTMENTS
GRANDE COURT BLANDING
MICHELLE SANTIAGO-BASSITT ACCEPTING FOR GARY COOPER SEPTEMBER / OCTOBER 2015
33
by Brian Wolk, The Law Offices of Heist, Weisse & Wolk, PA b
LEGAL OR NOT? Continued from Page26
Th is surprisingly no requirement under Florida law to have a reason when you elect to nonThere renew a resident of a conventional apartment community. In the same way the resident can re non-renew the lease, you can as well, as long as legally proper notice is given according to the no terms of your lease, and provided that your lease complies with the Florida Statutes. However, te major problems may result if an apartment community manager decides to non-renew a m resident in a retaliatory or discriminatory manner. Non-renewing residents who complain about re habitability issues or non-renewing a particular type of individual in a discriminatory manner is ha a violation of both Florida law and federal law. In your particular case, the resident may claim that you are discriminating against him because of the children, which would fall under familial th status discrimination. If a fair housing complaint were filed against you, you would have to prove st that you had independent reasons for the non-renewal and that your reasons were not discriminatory in nature. This is when documentation of the children causing significant problems will help your case. Situations like this highlight the need for detailed record keeping and complete incident and phone logs. You should have your attorney review all your proof to evaluate whether you have enough independent reasons for non-renewal before issuing such a notice.
At least a few times per year, we have received security deposit refund checks we sent to our former residents back in the mail, because the resident moved and left no forwarding address or refused to accept the certified letter. We carefully follow Florida law and have maintained these monies in a separate bank account on behalf of our residents. Now our corporate office has over $10,000 of unclaimed dollars in this account, and this is making our accounting department nuts. Our corporate controller would like to remove these funds from our trust account and deposit them into our general operating account. Is she allowed to make that change? We really have no hope that most of these former residents will ever be found.
There are many millions of dollars in unclaimed funds sitting in escrow accounts throughout Th Florida. As enticing as it may be, you may not use these funds, but rather must turn them over Fl to the State of Florida after a specified time period. There are also reporting requirements for holders of these funds which must be complied with, or penalties will be imposed. The fo reports can be filed by mail or online. After holding an unclaimed security deposit for 5 years, re the money must be turned over to the Florida Department of Financial Services office. The th State of Florida has a website for all the forms and instructions. Prior to filing the report, it may St be advisable to attempt to locate the former resident using information found on the application. Many residents often refuse to accept certified mail, thinking that the certified mail pl sig g signals legal trouble. It is crucial to note that while a property manager is required to send the N Notice of Intention to Impose Claim on Security Deposit to the resident by certified mail, there is absolutely no requirement that you send the refund money to the resident that way. Sending the refund money by first class mail is in no way prohibited by the statute.
34
SEPTEMBER / OCTOBER 2015
ENT SER LL
C
IC
EX
MultiCare, Inc.
EL
ES
CE VI
EXC E
2015 PREMIER SPONSORS
LE NT PR
A Creative Commitment
PERSONAL COMPUTING:
How Your Words Look By Reid Goldsborough
Fonts can be fun, meaningful, and helpful, though if you’re like most you probably don’t think much about them. A font is a stylistically coordinated set of letters, numbers, and punctuation marks. Any given program on your computer or digital device may give you the option of using dozens of different fonts, though many people use only one, the default font that shows up initially. On the other hand, some people go overboard and use too many fonts or choose the wrong ones. The meaning of the word “font” has changed over the years, and in the digital world today it’s largely synonymous with “typeface.” Typography as a practical art has been around for far longer than personal computers, but PCs opened up typographic possibilities for many.
Se 36
SEPTEMBER / OCTOBER 2015
If you’re conscientious, you think carefully about the words you choose, whether it’s an e-mail message or a formal report. Making yourself clearly understood helps you get your message across and helps your readers benefit from what you’re saying. Similarly, the way your letters and words appear on screen or paper, the form they take, can make it easy for you and others to read what you write, or it can make you look like a serial killer. The choice of fonts can also have more subtle effects, reinforcing or conflicting with such conscious and subconscious variables as seriousness, playfulness, formality, imaginativeness, responsibility, and so on. When desktop publishing was introduced in 1985, the surfeit of font choices led many people to create documents that looked like ransom notes written by a sociopath. At the opposite extreme is always using the same font all the time, which isn’t much different from always wearing the same clothes every day. The most basic font distinctions are “serif” fonts, which have small designs at the ends of strokes within letters, and “sans serif” (“without serif”) fonts, which lacks such designs. Sans serif fonts, which are starker and bolder, are more commonly used for titles and headlines, while serif fonts can aid legibility and are more commonly used for the body of works.
Times
SansSerif Helvetica
People typically choose among the fonts that at their computer programs or operating systemss install for them, and these days they typicallly come with enough for the needs of all but ut professional designers. Desktop and laptop p personal computers typically give you the most latitude with fonts, smartphones the least. If you’re not satisfied with the fonts available to you, you can obtain additional ones online. There are literally tens of thousands available. Some cost, while others are free, including 1001 Free Fonts at www.1001freefonts.com.
Some people use Courier New because it’s a monospaced font, meaning each letter takes up the same amount of horizontal space, just as with a typewriter. It’s useful if you need to align numbers in a column. But Courier New can project conformist, unimaginative, and dull, according to the researchers. A better choice for a monospaced font is Consolas.
Choosing which font makes the most sense for any given work is much like choosing what clothes to wear to work, a formal party, an informal gathering of friends, or a workout at the gym.
Even though the Wichita State study looked at only twenty fonts, reading its results at psychology. wichita.edu/surl/usabilitynews/81/PersonalityofFonts.asp can give you a good feel for why type talks.
A study some years ago by researchers at the Software Research Laboratory of Wichita State University shed light on this. The researchers analyzed twenty of the more common fonts by asking more than five hundred people their views about the images the fonts projected.
Whatever you do, don’t overdo fonts. One rule of thumb is use at most three different fonts per page. You should also minimize the use of varying font sizes and styles, such as italic, bold, and underline. Too much variety can be jarring to the eye.
The best font for projecting flexible was Kristen, assertive was Impact, practical was Georgia, and creative was Gigi. But since there are usually two sides to a coin, Kristen to some also projects unstable and rebel, Impact rude and unattractive, and Gigi impractical and passive.
Also avoid long stretches of text in italic, bold, or uppercase, which can be more difficult to read than regular upright type. Similarly, make sure there’s enough contrast between the letters and their background, whether in print or online. Black on white is easier to read than white on black, and both are easier to read than green on blue. The most legible combination is black on cream. Reid Goldsborough is a syndicated columnist and author of the book Straight Talk About the Information Superhighway. He can be reachedza at reidgold@gmail.com or www.reidgoldsborough.com.
SEPTEMBER / OCTOBER 2015
37
Before
ATTORNEY AT L AW Serving Private and Subsidized Landlords a d o ds Including Section 8,, Ta T Tax ax x Credit C t and Rural Ru al Housing
After Toll Free Fax: (866) 642.6505
, tÊ£ÉÓÊ ÂœĂ•Ă€ĂŠ ÂœÂ˜ĂƒĂ•Â?ĂŒ>ĂŒÂˆÂœÂ˜ ÓÇÓäÊ*>ÀŽÊ-ĂŒĂ€iiĂŒ]ĂŠ-Ă•ÂˆĂŒiÊÓ£™ÊUĂŠ >VÂŽĂƒÂœÂ˜Ă›ÂˆÂ?Â?i]ĂŠ ÊÎÓÓäx
>ĂŒĂŒÂœĂ€Â˜ ĂžĂ€ÂˆĂŒV…ˆiJLiÂ?Â?ĂƒÂœĂ•ĂŒÂ…Â°Â˜iĂŒ >ĂŒĂŒÂœĂ€Â˜iĂžĂ€ÂˆĂŒV…ˆiJLiÂ?Â?ĂƒÂœĂ•ĂŒÂ…Â°Â˜iĂŒ
Lake and Pond Management Services Aquatic Vegetation and Algae Management Nutrient and Pollution Reduction Water Quality Improvement Trash Management Fountain Repair and Replacement Aeration Systems Ornamental Aquascaping Game Fish Stocking
904-880-1817
Competitive Pricing I Environmentally Safe I Free Estimates Locally Owned and Operated I Over 25 Years Experience 11341 Distribution Avenue, Suite 6 • Jacksonville, Florida 32256
www.bluewaterponds.com
PRSRT STD U.S. POSTAGE PAID SAN ANTONIO, TX PERMIT #244