ABODE May 2019

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THE HOUSTON APARTMENT ASSOCIATION MAGAZINE

www.haaonline.org

May 2019

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CONTENTS May 2019

ON THE COVER

FEATURES & PHOTOS

36

30 On the Scene – Photos from Maintenance Mania.

Radiate – Join 2019 HAA Education Conference and Expo Chairs Laura Lestus, The Liberty Group, and Stephanie Graves, Q10 Property Advisors, and let your career radiate at the best multifamily expo in the country at NRG Center, Hall C on Thursday, May 16.

Cover Image by Deborah Nix, HAA Staff Expo Committee photos by Mark Hiebert, Hiebert Photography See Page 6 to find out who’s who on our cover.

36 EXPO – Information for the 2019 HAA Education Conference and Expo starts here.

COLUMNS & MONTHLY UPDATES 7 President’s Corner – Find out the latest on industry legislative efforts and learn more about recent and upcoming HAA events.

44 Words and Phrases Matter – HAA Education Conference and Expo Keynote Speaker Judson Laipply talks about the power of words and phrases with your colleagues and residents.

8 Patron of the Month – Meet and support Craven Carpet.

48 Creating Emotional Brand Connections – HAA Education Conference speaker Marla Posey gets to the heart of branding.

11 It’s The Law – Avoid unnecessary problems with corporate housing leases with these tips.

52 Using Big Data to Screen Applicants – HAA Education Conference speaker Maitri Johnson explains how to use big data in property management.

56 Influencing Company Culture from the Inside Out – HAA Education Conference speaker Jen Piccotti encourages leadership amongst all positions.

58 Customer Service in the Age of Disruption – HAA Education Conference speaker Donna Hickey presents customer service in an age of technology.

60 Expo Exhibitors: Radiate Your Expo Experience – Tips and tricks for a successful expo.

64 On the Scene – Photos from the HAA Mental Health Symposium in March.

9 Legislative Update – HAA supports Harris County’s efforts to end prostitution in the “Bissonnet Track.”

14 Resident Relations – A resident disputes reletting fees.

19 Upcoming Education – Find out what education courses the Houston Apartment Foundation is offering in May and June.

20 Calendar – HAA’s schedule of events for the next coming months.

26 NAA Update – Learn how to effectively manage package acceptance.

28 On the Road with HAA – Photos from the Montgomery County Region Meeting.

29 On the Road with HAA – Photos from the Fort Bend Region Meeting.

72 Welcome Mat – Meet the newest HAA members.

74 Go-Getters – Celebrate HAA’s membership recruiters.

70 On the Scene – Photos from the HAAPAC Luncheon.

78 The Ambassador ONE Society – Photos from the crawfish boil hosted

by The Ambassadors.

86 On the Scene – Photos from NAA Advocate Conference.

82 Portfolio Changes – Property updates and changes.

88 On Site with ABODE – Take a closer look at one of HAA’s member properties.

84 In the News – Industry news from HAA members.

90 Index of Advertisers – See the supplier members who support this publication.

91 MarketLine – The latest area market numbers.

92 BackPage – News from around the community.

We welcome your comments. Email us at comm@haaonline.org.

www.haaonline.org

May 2019

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OFFICERS AND ASSOCIATION LEADERSHIP CLAY HICKS President-Elect

TINA CAVACO Vice President at Large

STARLA TURNBO President

IAN DOUGLAS Vice President at Large

STEPHANIE GRAVES Vice President at Large JOHN BORIACK Secretary/Treasurer

CHRISTY RODRIGUEZ Vice President at Large

HOWARD BOOKSTAFF General Counsel

JEFF HALL Executive VP BOARD OF DIRECTORS Michelle Pawelek Immediate Past President Swapnil Agarwal Mack Armstrong Jeff Blevins Jill Bounds Kyle Brown Joseph Bryson Terri Clifton Michelle Croasmun Grant Crowell Derek DeVries Scott Douglas John Fedorko Gina Erwin Israel Garza Diane Gilbert Ira Gross Alison Hall Bryan Head Melissa Herrera Deborah Holcombe Jacob Kunath Barby Lake Laura Lestus David Lindley Robert Lopes Sonia Lopez Kristin McLaughlin Carlos Neto Dean O’Kelley Michelle Pahl Jenifer Paneral Mark Park Velissa Parmer Jackie Rhone Kelly Scott Kurt Seidel Roman Stephens Debbie Sulzer Dana Tucker Shelley Watson Quintina Willis Tracie Yoder

DIRECTORS EMERITUS Josh Allen Gary Blumberg Ken Bohan Kathy Clem Jack Dinerstein Jenard Gross Darlene Guidry David Hargrove Larry Hill Stacy Hunt Hap Hunnicutt David Jones Mike Koch Dick LaMarche Tim Myers P David Onanian John Ridgway Kim Small Eileen Subinsky Steve Sweet Kirk Tate Suan Tinsley H J Tollett Jr. Pat Tollett Vic Vacek Jr. Beth Van Winkle Jerry Winograd ADVISORY DIRECTORS Tamara Foster Billy Griffin, CAS Monica Gracia Debbie Kelm Cesar Lima Mary Lawler Patrick Magnuson Betsy Marshall Bruce McClenny Nikki Sekunda Penny Sprang Laura Van Dyck Tony Whitaker GENERAL COUNSEL EMERITUS Joe Bax HONORARY LIFE MEMBERS Claude Arnold Kenn Brown Tina Cavaco Kevin Fenn Diane Gilbert

Anita Harrison Dwayne Henson Mike Koch Merry Mount Monette Reynolds Sherry Stevenson Kirk Tate Suan Tinsley Sonny Unverzagt Del Walmsley Nancé Wells H.P. Paul Young Jeanne Marie Zublin Dicks PRODUCT SERVICE COUNCIL OFFICERS Jacob Kunath, CAS, President Century A/C Supply Laura Lestus, CAS, Vice President The Liberty Group David Lindley, CAS, Secretary FSI Construction Derek DeVries, CAS, Treasurer Camp Construction Services Grant Crowell, CAS, Immediate Past President The Urban Foresters MEMBERS Marivel Bownds, CAS, Valet Living Dixie Caldwell-Greer, CAS, The Liberty Group Shaun Callaway, CAS, Earthworks Peggy Charles, CASE, Fidus Construction Services Dylan Coleman, CAS Sean Cunningham, CAS, Flooring Warehouse Deborah DeRouen, CAS, Zumper

Dan James, CAS, Redevelopment Services Debra Knight, CAS, Valet Living Stephanie Krop, CASE, Poolsure Liz Levins, CAS, Rasa Floors Candis Mohr, CAS, AAA Plumbers Tracey Moore, CAS, Flooring Warehouse Doug Oehl, CAS. Flooring Warehouse Joseph Rodriguez, CAS, The Urban Foresters Blaise Spitaleri, CAS, Rasa Floors Mat Tilley, CAS, WeDoTrash PATRON MEMBERS 1961 CSC ServiceWorks 1986 Craven Carpet 1994 AAA Plumbers Presto Maintenance Supply 1996 Houston Planned Energy Systems 1997 RentPath 1999 FSI Construction Inc. 2003 Cotton Commercial USA Inc. Dixie Carpet Installations 2009 Camp Construction Services 2013 Interior Logic Group Property Services 2018 Apartments.com

SPONSOR MEMBERS 1968 Century A/C Supply Hoover Slovacek LLP Reliant 1973 Brady Chapman Holland & Assoc CORT Furniture 1974 Mueller Water Conditioning 1976 Great American Business Products 1977 Webb Pest Control 1978 Houston Metro Electrical Corp The Liberty Group 1981 AmRent Marvin F Poer & Company 1983 Namco Mfg Co Inc Sherwin Williams Company 1984 RENCON 1985 Gemstar Construction Development Inc 1986 ApartmentData.com 1988 W Partnership 1992 Alexander-Rose Associates Saint Clair & Sons Inc 1998 AAA Staffing Ltd CoreLogic Rental Property Solutions 2000 Moveforfree.com Inc Pura Flo Corporation 2001 Apartment Life Inc 2002 American Fire Systems Direct Energy LP Southwest Painting Contractors Inc 2003 Sign-Ups & Banners 2005 Swain & Baldwin Insurance & Risk Management United Protective Services 2006 Bell’s Laundries CAD Restoration Services DoodyCalls Lopez Carpet Care & Painting Masonry Solutions Inc Roto-Rooter Services Co TXU Energy Multifamily Services Valet Living 2008 ARE Business Solutions LLC Flavor Finish Resurfacing HARCO Insurance Services Texas Turf Management 2009 Contractors Inc Moen Inc Redevelopment Services Storm Maintenance & Monitoring 2010 ALN Apartment Data Inc BAC Products Belfor Property Restoration Certified Termite and Pest Control FTK Construction Services 2011 Fantastic Floors Infinite Energy Inc Parking Management Company/PMC Towing 2012 ABC Supply Co Inc Accent Sign & Awning Co BGE/Brown & Gay Engineers Cantrell McCulloch Inc EnviroSmart Multifamily Pest Solutions Giordano Construction Inc Go-Staff, Inc Maldonado Nursery & Landscaping Inc Nationwide Eviction Texas Concrete Professional Company 2013 ACTIV Answer by Audio Images Arbor Contract Carpet Inc ASAP Steamers Carpet Cleaning Comcast Gambit Construction Outdoor Elements Pool Works LLC Tidal Renovations LLC 2014 Adventure Playground Systems Inc Chadwell Supply Classic Same Day Blinds J National Jonah Digital Agency MX2 Commercial Paving Pathfinder Insurance Group Ram Jack Foundation Solutions Texas Apartment Pool

Services WCA Waste Corporation Zillow Group 2015 Air Pro Systems America Outdoor Furniture ASAP Personnel Inc BSI Cameras Onsite Competitive Choice Inc DeNyse Companies Division-9 Inc Fix My Slab Foundation Repair Gateman Inc Greater Houston Pool Management Holder's Pest Solutions Infinity Power Partners Kathy Andrews Interiors Notifii LLC Pace Mechanical Services The Allshouse Group LLC The Lane Law Firm Wilsonart 2016 Action Window Coverings Allied Fire Protection LP Bath Fitter Cinch – Cabinet Refacing Kits Citi Fence & Concrete E-Systems Pest Management Inc Ecolo Environmental Inc Embark Services Fidus Construction Services Fun Abounds Green City Security LLC Guardian Chimney Sweep Halo Doors Inc JLL Johnstone Supply KONE Leah McVeigh Design and Consulting Liquid Waste Solutions Paul Davis Restoration North Houston RAM Construction Sparkle Wash Pressure Washing Texas Southwest Floors Inc The Home Depot WASH Multifamily Laundry Systems WellKept Whitmans Contracting and Roofing 2017 ACT Security Group All About Doody Pet Solutions LLC All American Mailboxes of Houston Inc Allegion American Fire Protection Group Apartment Total Services APTexx Inc BioTechs Crime & Trauma Scene Cleaning South Houston Buddy's Roofing & Construction Co Cano Electric Inc Continental Adjusters Inc Creative Surface Cypress Landscaping & Irrigation, Inc D&C Painting Designs by Holmes Disaster Restore 365 Fast Forward Services LLC Frost Insurance Agency Gage Multifamily Services General Recon, LLC Lithotech Printed Products/Forms Center McMahan's Flooring Inc MPS Direct Norman Construction NorthMarq Capital On Site Towing LLC Pack-It Movers Paul Ryan Windows Rent Accelerator SEAL Security Solutions LLC Secure Insurance Swiff-Train Company Symmons Industries Texas Engineered Roofing & General Contracting USA Patrol Division Vima Decor Willbanks & Associates Inc 2018 12 Stones Roofing A Homestead Specialist LLC AAdvantage Laundry Systems AirAide LLC Allura Apartment Lines Apex Lighting LLC Archcon Arizona Tile Assa Abloy Astros Carpet & Painting Inc Bank Financial BBO Professional Carpet Cleaning Bee Man Dan Benefits 4 Rent Brannan Designs LLC Architecture & Interior Design C&D Towing LLC Capital Sign Associates CashFlow Pros LLC

Centex Construction CenturyLink CG Sorelle Group LLC ClearView Landscape Management Construction ECO Services Durastone Corporation Featherston Sign Partners Finish Factory Inc Good Guys of Texas Green Garbology Greenseen Guardian Gutters H&H Fire and Security H&R Operator Services Inc Higginbotham HMS LLC Jet Wrecker Service K-Simon Construction Kastle Systems Ledge Lounger Lockmer Collins Roofing LLC DBA Roof Repair Squad Lone Star General Matrix Construction Services Merricks Company MirrorMate Frames Mosquito Scott Pest Control NGC Renovation O'Conor, Mason & Bone PC OnDemand Cabinet Solutions Penco Access Control PERQ LLC Phoenix Roofing & Construction Inc Platinum Enterprises LLC Power Design Inc Preventive Pest Control Quatro Tax LLC Red Dog Dumpsters Red Nova Energy Rent Debt Automated Collections RG Miller Engineers Royalty Landscape Saifee Signs & Graphics Signal 88 Security Smart Shield Security Spray and Play Surface Designers Remodeling Inc Swadley Roof Systems LLC Tanza Granite Inc TDECU Insurance Agency Texas Premier Builders/Designs Texas Steam - Laars Heating Systems Tropical Roofing Products Turn2 Solutions LLC USI Southwest Vistex Graphics LLC Westlake Home & Commercial Services Wholewood Cabinets Wildlife Removal Experts Windstorm Restoration Wonder Wall Wraps Inc WS National Construction Services LLC 2019 Absolute Construction LLC Action Towing, Inc Advance LED Solution Al Hicks & Associates / Allstate Anchor Roofing Inc Andrews Myers PC Atom4 Security Camera & Electronics August & Suttles Contractors Beekman Company LLC Beyond Contractors LLC Builders Direct Depot Classic Touch Painting CLS Technology Inc Consolidated Communications DNM Contracting Inc Enforce Security Services Epic Air Conditioning Green Faubourg Lawn & Landscaping LLC Harding & Carbone Inc IGD Plumbing LLC In Service Security LLC Ledtech LP Building Solutions: Louisiana-Pacific Corporation LSR Multifamily Morris Contracting NSJ Painting & Flooring Odor-DeFence/BugDeFence One Hour Air Conditioning & Heating PHR A/C & Heating Pool Knights Prime Texas Metal Roofs Prime Texas Surveys LLC Rainey Richardson Interiors, Signal 88 Security of The Woodlands & East Houston Strata Roofing and Construction LLC Target Restoration Services Texas Management Group Three Amigos Texas LLC Total Renovation Services Window World Woodlands Water Restoration

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ABODE MAY 2019 I VOLUME 42, ISSUE 5 Executive Vice President and Publisher JEFF HALL, CAE jhall@haaonline.org EDITORIAL AND DESIGN STAFF Director of Publications and Design DEBORAH NIX dnix@haaonline.org Writer/Editor MORGAN TAYLOR mtaylor@haaonline.org ADVERTISING Vice President of Membership and Marketing AMANDA SHERBONDY, CAE asherbondy@haaonline.org CONTRIBUTING STAFF Vice President and General Manager SUSAN HINKLEY, CAE shinkley@haaonline.org Vice President of Professional Development EMILY HILTON, CPP, CAE ehilton@haaonline.org Vice President of Public Affairs ANDY TEAS, CAE ateas@haaonline.org Vice President of Finance NANCY LI LO, CPA nlo@haaonline.org Director of Information Technology ART EIDMAN aeidman@haaonline.org Director of Resident Relations MATILDE LUNA mluna@haaonline.org Director of Events and Meetings LAUREN WOLFSON, CMP lwolfson@haaonline.org Director of Rental Credit Reporting TINA DEFIORE tdefiore@haaonline.org Director of Outreach LAUREN TURNER, CMP lturner@haaonline.org Public Affairs Specialist ALPA PATEL apatel@haaonline.org Education and Meetings Coordinator KAREN MITCHELL kmitchell@haaonline.org Membership and Marketing Manager KAYLON NEWCOMB knewcomb@haaonline.org Membership Engagement Assist. MONSERRAT BUFFINGTON mbuffington@haaonline.org Webmaster and IT Specialist WILL ALFARO walfaro@haaonline.org PRINTER TGI PRINTED www.tgiprinted.com

HOUSTON APARTMENT ASSOCIATION COMMITTEES COMMITTEE CHAIR STAFF ADVISOR Executive . . . . . . . . . . . . . . . . . . . . . .STARLA TURNBO . . . . . . . . . . .JEFF HALL Program & Budget . . . . . . . . . . . .CLAY HICKS . . . . . . . . . . . . . . . . .JEFF HALL Nominating . . . . . . . . . . . . . . . . . . .MICHELLE PAWELEK . . . . . . .JEFF HALL Ethics . . . . . . . . . . . . . . . . . . . . . . . . . .BETH VAN WINKLE . . . . . . . . .JEFF HALL Investment . . . . . . . . . . . . . . . . . . . .JOHN BORIACK . . . . . . . . . . . . .JEFF HALL Fair Housing . . . . . . . . . . . . . . . . . . .MICHELLE PAWELEK . . . . . . .JEFF HALL By-Laws . . . . . . . . . . . . . . . . . . . . . . . .KYLE BROWN . . . . . . . . . . . . . . .JEFF HALL Past Presidents Council . . . . . . .ALISON HALL . . . . . . . . . . . . . . . .JEFF HALL Strategic Outreach . . . . . . . . . . . .JOHN BORIACK . . . . . . . . . . . . .LAUREN TURNER Legislative . . . . . . . . . . . . . . . . . . . . .CLAY HICKS . . . . . . . . . . . . . . . . .ANDY TEAS HAA Political Action Committee . . . . . . . . . . . . . . . . . . . .STACY HUNT . . . . . . . . . . . . . . . .ANDY TEAS Multifamily Fire Safety Alliance . . . . . . . . . . . . . . . . . . . . . . . . .JOHN FEDORKO . . . . . . . . . . . .ANDY TEAS Developers . . . . . . . . . . . . . . . . . . . . .TODD TRIGGS . . . . . . . . . . . . . . .ANDY TEAS Century Club . . . . . . . . . . . . . . . . . . .DEREK DEVRIES . . . . . . . . . . . .ALPA PATEL PAC Fundraising . . . . . . . . . . . . . .DAVID JONES . . . . . . . . . . . . . . .ALPA PATEL Media Relations . . . . . . . . . . . . . . .NORMA ALVEAR . . . . . . . . . . . .ALPA PATEL Golf . . . . . . . . . . . . . . . . . . . . . . . . . . . .KIM SMALL . . . . . . . . . . . . . . . . . .ALPA PATEL Leadership Development . . . . .JACKIE RHONE . . . . . . . . . . . . .SUSAN HINKLEY Product Service Council . . . . . . .JACOB KUNATH . . . . . . . . . . . .SUSAN HINKLEY Community Outreach . . . . . . . .TRACIE YODER . . . . . . . . . . . . . .SUSAN HINKLEY Resident Relations Appeals . . .DARLENE GUIDRY . . . . . . . . . .MATILDE LUNA Resident Relations A . . . . . . . . . .ELAINE LEEPER . . . . . . . . . . . . .MATILDE LUNA Resident Relations B . . . . . . . . . .KATHY MOTIS . . . . . . . . . . . . . . .MATILDE LUNA Membership . . . . . . . . . . . . . . . . . .CRYSTAL JACKSON . . . . . . . .AMANDA SHERBONDY Ambassador ONE Society . . . .MARIVEL BOWNDS/ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .RYAN WEIS . . . . . . . . . . . . . . . . . .AMANDA SHERBONDY 2019 Expo . . . . . . . . . . . . . . . . . . . . .LAURA LESTUS . . . . . . . . . . . . . .AMANDA SHERBONDY Education Advisory Council . . .STEPHANIE GRAVES . . . . . . .EMILY HILTON Career/Community Development . . . . . . . . . . . . . . . . . .KELLY SUESS . . . . . . . . . . . . . . . .EMILY HILTON NEXT . . . . . . . . . . . . . . . . . . . . . . . . . . .PATRICK MAGNUSON/ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .NIKKI SEKUNDA . . . . . . . . . . . .EMILY HILTON ACES Task Force . . . . . . . . . . . . . . .DIANE GILBERT . . . . . . . . . . . . .EMILY HILTON HAF Fundraiser . . . . . . . . . . . . . . . .MICHELLE PAHL/ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .DAN JAMES . . . . . . . . . . . . . . . . .LAUREN WOLFSON HAA Street Team . . . . . . . . . . . . . .BRANDON THOMAS . . . . . . . .LAUREN WOLFSON Property Awards . . . . . . . . . . . . . .RICHARD WALL/ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .PENNY SPRANG . . . . . . . . . . . .TINA DEFIORE IT Task Force . . . . . . . . . . . . . . . . . . .JOE BRYSON . . . . . . . . . . . . . . . .ART EIDMAN HOUSTON APARTMENT ASSOCIATION MISSION AND VISION: HAA is the leading advocate, resource and community partner for quality rental housing providers in the Houston and surrounding area. HAA develops leadership in the multifamily industry by engaging broadly diverse membership, embracing effective technology and advocating for a geographically inclusive association. ABODE IS THE OFFICIAL PUBLICATION OF THE HOUSTON APARTMENT ASSOCIATION serving the multihousing industry in Austin, Brazoria, Chambers, Colorado, Fort Bend, Harris, Liberty, Matagorda, Montgomery, San Jacinto, Waller and Wharton counties.

ABODE, MAY 2019 VOLUME 42 ISSUE 5 ABODE (USPS 024-962) is published monthly by the Houston Multi Housing Corporation. Publishing, editorial and advertising offices are located at 4810 Westway Park Blvd., Houston, Texas 77041. Telephone 713-595-0300. The $50 annual ABODE subscription rate is included in all member dues and additional subscriptions are available. The annual subscription rate is $50 for members, $65 for non-members.

Advertising rates are available upon request. Contributed material does not necessarily reflect the views and opinions of the Houston Apartment Association. Copyright © 2019 by HAA. Periodicals Postage Paid at Houston, Texas.

POSTMASTER: Send address changes to ABODE, 4810 Westway Park Blvd., Houston, Texas 77041.

www.haaonline.org

May 2019

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Expo nce and re y fe n o C he Libert Join Lestus, T ra u , a s L e s v Chair nie Gra d Stepha nd let Group, an dvisors, a A y rt e p best Q10 Pro te at the ia d ra r e try your care the coun in o p x e y il multifam nter. e C G at NR

education conference &

2019 Expo Committee Members Anita Alberger Grant Almquist Marivel Bownds Michelle Bridges Carina Bryars Shaun Callaway Peggy Charles Dylan Coleman Sean Cunningham John Dang Deborah DeRouen Derek DeVries Israel Garza Amber Hyde Crystal Jackson Nina Kirtley Debra Knight Jacob Kunath Angie Lavrack Shera Lehman Liz Levins David Lindley Chuck Littlepage Liz Macias Kristin McLaughlin Michala Mindiola Candis Mohr Doug Oehl Chelsea Quinteros Jennifer Ramos Christy Rodriguez Joseph Rodriguez Merideth Savoie Blaise Spitaleri Natalie Spratt Kyle Turney Courtney Vitek April Wilkin

ACTIV Answer by Audio Images Texas Apartment Pool Services Valet Living Century A/C Supply Greystar Earthworks Inc. Fidus Construction Services Flooring Warehouse Capstone Real Estate Services Inc. Zumper Inc. Camp Construction Services Maintenance Supply Headquarters CWS Apartment Homes LLC The Dinerstein Companies/ TDC Management Co. American Realty Investors Valet Living Century A/C Supply The Liberty Group Texscape Services Rasa Floors FSI Construction Ice Blue Advertising Inc. Tarantino Properties Inc. Mohawk Industries Dixie Carpet Installations Inc. AAA Plumbers Flooring Warehouse Gail Construction Services LLC ZRS Management LLC Greystar The Urban Foresters LLC The Dinerstein Companies/ TDC Management Co. Rasa Floors Better World Properties, LLC – Sumar Impact Floors MLDC Management LLC HD Supply

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Letter from the President

By STARLA TURNBO, 2019 HAA President

HOUSTON’S ECONOMY IS RADIATING POSITIVE JOB GROWTH AND OIL AND FUEL PRICES, TWO FACTORS THAT POSITIVELY INFLUENCE THE MULTIFAMILY INDUSTRY. Houston’s apartment industry is radiating this year too. It only makes sense that radiate is the theme for the 2019 Houston Apartment Association Education Conference and Expo on Thursday, May 16 at the NRG Center, Hall C. Everything you need to know about the HAA Education Conference and Expo, from the conference schedule to exhibitor resources, can be found at www.haaexpo.org. Thank you to expo chairs Laura Lestus, The Liberty Group, and Stephanie Graves, Q10 Property Advisors, and the entire expo committee for your hard work and dedication.

For exhibitors, Beth Rohani, owner and president of Ameritex Movers, and Kimberly D. Scott, brand ambassador for Reliant, answered a number of questions that will help suppliers radiate this year at the HAA expo. Whether you are a fairly new exhibitor or a veteran, there are a number of helpful tips in this Q&A starting on Page 60.

Comedian Judson Laipply is the keynote speaker this year, who you might remember as the YouTube sensation whose dance routine titled “The Evolution of Dance” went viral in 2006 before going viral was a common trend. For the last seven years, he has entertained and educated audiences all over the world as a motivational speaker. He will surely make you think and laugh during his session titled “The 5 Ls for Living” in Rooms 302-306 at 8:30 a.m.

See Page 37 for more information on his session, and see Laipply’s article titled “Words and Phrases Matter”on Page 44.

The HAA Education Conference Breakout Everything you need to know about the HAA Sessions will focus on productivity, fraud, social Education Conference and Expo, from the media and online reputation management and conference schedule to exhibitor resources, customer service. Learn more about each session can be found at www.haaexpo.org. on Pages 36 and 37 or by visiting http://www.haaexpo.org/seminars.html. You can get a feel for each speaker by reading their articles starting on Page 48.

Legislative Issues In local industry news, the late fee bill passed the Texas Senate and is awaiting action in the House of Representatives. As far as the trespassing bill, which would allow officers to write citations for trespassing, we anticipate it to move through the Texas Senate and then to the House. (Please note, this information was put together at press time in mid-April.)

Recently, Harris County Attorney Vince Ryan came to HAA seeking help. The “Bissonnet Track” in Southwest Houston, located on Bissonnet between the Southwest Freeway and the Sam Houston Tollway, is nationally known for prostitution, and county attorney Ryan wants to propose an anti-prostitution zone. What will this change considering prostitution is already illegal? What would this mean for the rather small area that holds about 5,000 multifamily units? HAA President-elect Clay Hicks weighs in on the issue in his monthly column on Page 9.

More HAA Events I was pleased to see the room fill up with 152 property management professionals for the Mental Health Symposium held at HAA in March. We learned about common mental illnesses, how to address and handle residents who are suffering, what to do in an emergency situation and how we as property management professionals can look after our own overall well-being. Thank you to all of our speakers and guests, as well as those who took time out of their day to learn more about mental health.

I would also like to thank everyone who came out and competed in HAA’s Maintenance Mania and those who encouraged their maintenance teams to participate. It was a record year with 341 competitors and 323 spectators, totaling 664 in attendance.

One last matter of business: The deadline for HAA Honors Awards Individual Awards is May 15. Nominate an employee, a colleague, your boss or even yourself for an HAA Honors Award this year.

See you at the HAA Education Conference and Expo.

www.haaonline.org

May 2019

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These companies have generously supported the Houston Apartment Association with their patron membership. Please give them careful consideration, whenever possible, in your business.

Houston Planned Energy Systems

Apartments.com

HAA Member since 1978

HAA Member since 1997

Cotton Commercial USA Inc.

Interior Logic Group Property Services

HAA Member since 1982

Presto Maintenance Supply HAA Member since 1983

CSC ServiceWorks HAA Member since 1961

Craven Carpet HAA Member since 1986

Camp Construction Services HAA Member since 1994

May Patron of the Month

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May 2019

HAA Member since 1985

AAA Plumbers HAA Member since 1984

FSI Construction Inc. HAA Member since 1999

Dixie Carpet Installations HAA Member since 1987

RentPath HAA Member since 1979

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Legislative Update

By CLAY HICKS, HAA Legislative Chair, with ANDY TEAS, CAE, Vice President of Public Affairs

INJUNCTIVE RELIEF

HAA supports Harris County’s efforts to stop prostitution and human trafficking.

HARRIS COUNTY ATTORNEY Vince Ryan recently asked the Houston Apartment Association for help with a problem that has plagued many U.S. cities, but Houston more than many others.

Houston has been known for many great things in our colorful history, from the Battle of San Jacinto to NASA to the world’s first air-conditioned indoor stadium. Sadly, our city is also known for human trafficking. "People see Houston as a hub for human trafficking because of its proximity to the border," FBI special agent Suzanne Bradley told CNN last year. "It also has access to the I-10 highway corridor, which goes across the country, so if they're smuggling people in and trying to get them into human trafficking in other areas of the country, it's very easy to get them on that I-10 route and disperse them throughout the country."

The problem is not limited to Houston. A 2016 study by the University of Texas estimated more than 79,000 victims of sex trafficking throughout Texas, and California is estimated to have even more.

Through a coordinated effort involving law enforcement agencies, social workers and many others, though, Houston is starting to turn things around. Officials from around the country visited Houston in March to learn about our success combatting human trafficking, which has involved using health inspectors and cab companies, as well as other local businesses and organizations.

Last year, U.S. Secretary of State Mike Pompeo recognized Houston as a national model for fighting sex trafficking at a meeting of the President’s Interagency Task Force to Monitor and Combat Trafficking in Persons.

“The city now boasts one of the most comprehensive and forward-leaning anti-trafficking programs anywhere in the United States,” Pompeo said.

Despite everyone’s best efforts, a constant headache for our city and county, local busi-

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nesses, residents and apartment professionals has been the “Bissonnet Track” in Southwest Houston. The area around Bissonnet between the Southwest Freeway and the Sam Houston Tollway is nationally known for prostitution. The Houston Police Department received reports of nearly 4,000 individual crimes in this small area between January 2016 and July 2018 – one-fourth of which involved prostitution. It’s important to emphasize that the 4,000 crimes are only the ones reported to the police.

The police have tried zero-tolerance efforts, surveillance cameras, additional car patrols, bicycle patrols – nothing seems to make any lasting impact. Furthermore, the crime doesn’t seem to be random. Many of the same criminals have been arrested for the same crimes in this area again and again.

Our county’s reluctance to impose high bail amounts, combined with light sentences, has done little to keep career criminals off the streets in this area.

Now, the county attorney’s office wants to try something new, an “anti-prostitution zone.”

Prostitution is illegal everywhere, right?

Here’s what would be different.

The county’s lawsuit names 86 (at least initially) individual defendants – people with long, well-established histories of promoting, engaging in or paying for prostitution in the area. The civil suit would enjoin those people from engaging in any of a long list of specific activities within a designated area along the Bissonnet Track. Activities that would include walking in the street, waving at cars, using a cell phone, etc. A named defendant could be arrested by police for simply waving at a car within the designated area.

Does this go too far? Reportedly, the American Civil Liberties Union is considering a challenge to the lawsuit that would prevent some citizens from engaging in actions that are not necessarily crimes themselves.

On the other hand, how much are the lawabiding citizens of this area supposed to tolerate? Included in the zone is Betty Roberts Best Elementary school, where the teachers can tell you horror stories about what their students see in broad daylight going to and from school.

To help assuage civil liberties concerns, the county’s lawsuit will provide an opt out provision that would permit a defendant who has been a victim of sexual assault or human trafficking to receive social services and opt out of the injunction.

The Houston Apartment Association Board of Directors voted in March to support county attorney Ryan’s lawsuit. Apartment owners, managers and – most importantly – residents in the many apartment communities along Bissonnet have frankly had enough. HAA will be asking the trial court judge for permission to file a brief in support of the county’s efforts.

There’s little else we can do on the lawsuit besides root for the good guys, but there are other steps we can take. It’s become a cliché, but – if you see something, say something. Onsite apartment personnel can be a tremendous force multiplier for local law enforcement officers. Our managers and maintenance staff may see and hear things that seem troubling, such as unusual traffic to and from a unit, unauthorized occupants or occupants who never seem to leave the property unaccompanied, unauthorized additional door locks.

Make sure your onsite team members know that reporting suspected trafficking is a responsibility we all share.

If you have a regulatory problem or question, call the HAA main line at 713-595-0300 and ask for Public Affairs.

If a particular code requirement or issue concerns you, let us know by emailing Andy at ateas@haaonline.org.

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It’s the Law

By HOWARD BOOKSTAFF, Hoover Slovacek LLP , HAA General Counsel

CORPORATE HOUSING 101 Avoid unnecessary problems with corporate leases with these 10 tips.

YOU HAVE 20 corporate leases with Awesome Housing, one of the greatest corporate housing providers in town. Several complaints have been made against occupants of these units, including excessive noise and traffic and drug use. Oh yeah, Awesome Housing also failed to pay rent last month on half of its units.

You have residents complaining about the occupants and they have been asking why they can’t sublease their units on a short-term basis like Awesome Housing.

You tried to contact Awesome Housing, but all communication has stopped! The owner of Awesome Housing lives in one of the units but won’t answer the door or return calls. Should you send a notice to vacate? If so, to whom? Can you evict? Who can you collect the rent from?

You have many questions!

Corporate housing can be a valuable way to lease a number of units in a short period of time. Corporate housing also provides flexibility and services that you may not be able to provide. Many corporate housing programs are successful, however, there also may be problems. By following some relatively simple rules, you might be able to avoid some of these issues.

1. Know who you’re dealing with.

Seems simple, but you’d be surprised! We often enter into a contract without really knowing who we are allowing to occupy our units.

When things are going well, your contract doesn’t really matter, but when there are issues, you need to be prepared.

Corporate housing providers can either be legally organized entities or individually owned businesses. There are a number of types of legal entities. These include corporations, limited liability companies and limited partnerships.

Each has a separate designation under the law and requires certain steps to be taken before the entity can do business. www.haaonline.org

Although corporate housing arrangements can be made with individually owned businesses, one would wonder why the individual who owns the business would not simply sign each lease as a resident or a guarantor (if the business owner was not going to reside in the unit). For many reasons (stated below), you may want to restrict your corporate transactions to legally authorized entities.

Corporate housing can be a valuable way to lease a number of units in a short period of time.

Corporate housing also provides flexibility and services that you may not be able to provide.

Many corporate housing programs are successful, however, there also may be problems.

By following some relatively simple rules, you might be able to avoid some of these issues.

2. Only deal with a company that is authorized to do business in Texas.

Companies can either be domestic (organized in Texas) or foreign (organized outside of Texas), however, most types of companies (other than individually owned companies like general partnerships or sole proprietorships) must be registered to do business in Texas.

Most companies that are organized in Texas need to file documents with the Texas secretary of state’s office when they are organized. Foreign companies are required to register before doing business in Texas. Any company registering with the state is also required to identify a registered agent and address where communications can be sent. You can find out what type of company an entity is, whether it is properly registered and the name and address of the registered agent by checking the secretary of state’s website at http://www.sos.state.tx.us/ corp/sosda/index.hstml.

If a company is not required to be organized by filing a document with the secretary of state (such as individually owned businesses), the company would not be required to register with the secretary of state’s office.

3. If a company is using an assumed name, be sure you know the legal entity behind the assumed name.

It is imperative that you know the entity or individual behind the assumed name. Awesome Housing is not the name of a legally authorized entity. It is an assumed name. If Awesome Housing is an entity authorized to do business in Texas, the entity behind the assumed name will be registered with the secretary of state’s office. If Awesome Housing is an individually owned business, the person who does business under this name would file with the applicable county clerk’s website.

Companies that are properly registered to do business in Texas (by filing documents with the secretary of state’s office), that are doing business in something other than their official legal name, are required to file an assumed name certificate within the secretary of state’s office as well as in the county in which they do business.

The secretary of state’s website will also have assumed names of companies authorized to do business in Texas.

4. Avoid trading somebody’s individual liability for corporate liability.

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provider, who would then bring you occupants.

If a prospect tells you they want to have the lease in a company’s name, you should know the reasons why. A red flag should be raised when a prospect wants to trade individual responsibility for the responsibility of an entity.

Recovery under that lease may be difficult if the entity is dissolved or goes out of business. Be careful to avoid this situation by understanding the goal of the company tenant.

5. Have the lease signed by someone other than the principle occupant.

A red flag should also go up if the occupant of the unit is the same person that signs the lease for the company-tenant. Why is the person signing the lease on behalf of a company as opposed to signing it individually? If the company is an entity involved in some type of corporate housing program, chances are the person signing the lease on behalf of the entity would be an authorized representative who is involved in the corporate housing program, not an individual who wants to live in the unit.

6. Know who is occupying your unit.

Remember, you can’t have unauthorized occupants unless you know who the authorized

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occupants are. Every corporate housing lease should outline a procedure for identifying, screening and approving all occupants residing in a unit. Adult occupants should undergo the same non-monetary checks that residents undergo. If the company-tenant is responsible for paying rent and all other charges under the lease, monetary checks (such as employment or income screening) may not be necessary. This policy and procedure should also extend to occupants that may move in during the term of the corporate housing lease.

Although the TAA lease is not designed to be a corporate housing contract, it would be beneficial to hold the occupants responsible for the conduct provisions of the lease. By using an addendum to the lease, the provisions that would apply to the corporate entity could be properly identified. In other words, you do not have to recreate the wheel. Just add an addendum to the TAA lease that can be signed by the corporate entity and make sense of the fact that the corporate entity is identified as the “resident” under the lease.

7. Use a contract that makes sense.

The standard TAA apartment lease contract is not designed to be a corporate housing lease.

For example, Paragraph 2 of the standard lease provides that the apartment will be occupied only by “you” (meaning the resident) and the occupants listed in this paragraph. Paragraph 20 prohibits certain conduct including behaving in a loud or obnoxious manner.

The TAA lease is designed to be signed by an individual resident who will occupy the unit with the other authorized occupants. A business entity is not an individual (does not eat, sleep nor breath). A business entity cannot reside in a unit.

8. Check the criminal history of your occupants.

A corporate lease arrangement should not allow occupants to be screened for criminal history on a less stringent basis than all other residents. The corporate lease addendum (see above) can be used to outline a procedure whereby occupants who move in and out of the unit during the lease term are properly screened for criminal history.

/ See Law, Page 85

www.haaonline.org

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Resident Relations from the RESIDENT RELATIONS COMMITTEE

I TOLD MY MANAGER A resident disputes reletting fees.

A RESIDENT FILED a complaint with

HAA to dispute charges.

This resident claimed she supplied management with proper notice to vacate. She requested the reletting fees be waived, and she agreed to pay the final month’s rent and late fees.

The resident’s lease ended on Dec. 31, and the notice to vacate was submitted on Oct. 10.

In the notice to vacate, the resident included she would vacate the premises on Dec. 3, which was 28 days before her lease contract expired. The resident also acknowledged that she informed the manager she would be moving out before Dec. 31 in her complaint to HAA. Management responded to HAA and that

The HAA Resident Relations Committees provide response was forwarded an impartial review of resident complaints using to the resident. Management felt the resident the documentation provided by both the resident was charged accordingly, and management. as she did not properly fulfill her lease obligation.

Enclosed were copies of the match what was included in the resident’s final account statement, notice to vacate, reslease. ident ledger, lease, application form and the After the adjustments were made, the resimove-in and move-out condition forms. dent owes the property $898.26. The resident After reviewing the case, the committee may pursue this complaint in small claims decided in favor of management, stating she court. did not fulfill her lease obligation, but made some adjustments to her final bill. The comIf you are a manager with a resident mittee adjusted the reletting fee from $535.50 relations issue, call HAA at 713-595-0300 to $534.65 and late fees from $110 to $100 to for direct assistance.

I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job done or get it right, I’m satisfied with that. I don’t need recognition. As long as my resident and my management and the owner are happy, I’m happy. It was a good experience, though, feeling that way. I didn’t know that someone was watching!”

I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job done or get it right, I’m satisfied with that. I don’t need recognition. As long as my resident and my management and the owner are happy, I’m happy. It was a good experience, though, feeling that way. I didn’t know that someone was watching!”

I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job done or get it right, I’m satisfied with that. I don’t need recognition. As long as my resident and my management and the owner are happy, I’m happy. It was a good experience, though, feeling that way. I didn’t know that someone was watching!”

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I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job done or get it right, I’m satisfied with that. I don’t need recognition. As long as my resident and my management and the owner are happy, I’m happy. It was a good experience, though, feeling that way. I didn’t know that someone was watching!”

I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job done or get it right, I’m satisfied with that. I don’t need recognition. As long as my resident and my management and the owner are happy, I’m happy. It was a good experience, though, feeling that way. I didn’t know that someone was watching!”

www.haaonline.org

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Nominate Then Celebrate!

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Don’t miss our annual toast to the best and brightest in multifamily. Join us for the 2019 Houston Apartment Association Honors Awards Ceremony.

Thursday, June 13 6 p.m. to 9 p.m.

Hilton Americas 1600 Lamar St., Houston, Texas 77010

Don’t Forget!

Recognize your on-site super stars with a nomination.

The deadline for individual nominations is May 15.

$115/person Don’t miss the Early Bird Discount: Save $20 – Only $95 if payment is received

by June 6

See www.haaonline.org/ nominations for details.

For further questions, contact HAA at 713-595-0300.

Tables of 10 may be reserved by company name when paid in full.

Requests for refunds must be received in writing by the end of business day on June 6 and will be subject to a $50 cancellation fee. No refunds will be granted after June 6 or for no shows. No refunds will be given for individual tickets, but tickets are fully transferable.

For reservations and information, contact events@haaonline.org or register online at www.haaonline.org/honors.

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education conference & Thanks to our HAA Education Conference & Expo

SPONSORS Lanyards Guardian Construction Grand Entrance Sponsor Ameritex Movers Radiate Showcase Sponsor Brandt Electrical A/C & Heating Services Contractors Inc. Keynote Breakfast Contractors Inc. McMahan's Flooring Texas Southwest Floors Education Conference Luncheon Craven Carpet Break-Out Sessions Ameritex Movers Fidus Construction Services FSI Construction Secure Insurance Bar Sponsors Flooring Warehouse McMahan’s Flooring Expo Mobile Device Charging Station Ferguson Facility Supply Green Mountain Energy Expo Aisle Sign Sponsors Action Buggies Brook Furniture Rental Century A/C Supply CORT Furniture Guardian Construction Maintenance Supply Headquarters McMahan’s Flooring Wonder Wall Wraps Hand Sanitizer Stations Brandt Electrical A/C & Heating Services Rasa Floors

HAA 2019 Education Conference & Expo Thursday, May 16 8 a.m. to 6 p.m.

NRG Center, Hall C Registration opens at 8 a.m.

Keynote Breakfast with Judson Laipply, inspirational comedian and Evolution of Dance creator! 8:30 a.m. to 10 a.m.

Four Concurrent

Education Breakout Sessions (Choice of 4 topics each round) Round one: 10:15 a.m to 11:30 a.m.

Round two: 11:45 a.m. to 1 p.m.

Conference Luncheon and

RAVE!

with DJs, dancing and more!

1 p.m. to 2 p.m.

Early Bird pricing available until May 6: $125

rad iate !

&

! e v ra

$165 after May 6 Special pricing for NAA Credential holders (must be current): $95

Visit www.haaexpo.org for more information and to register

Expo Show Hours 1 p.m. to 6 p.m.

Over 250 Exhibitors!

$3,000 in Cash Prizes!

Expo only is FREE for all management personnel. No registration required.

Non-exhibiting suppliers are not admitted.

NRG Parking: $15 CASH ONLY

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Upcoming Education

MAY It’s the Law Luncheon Friday, May 3 11:30 a.m. to 1 p.m.

Program fee: $35 Sponsored by FSI Construction Join HAA's Legal Counsel Howard Bookstaff for lunch and a legal discussion in a casual environment allowing for questions and answers.

Blue Star Class Thursday, May 9 7:30 a.m. to 4 p.m.

Sponsored by SentriForce and The Lane Law Firm The Blue Star Certification Program is a joint effort by the Houston Police Department and the Houston Apartment Association. Created for rental properties of all sizes, the program's goal is to help law enforcement officials and the multifamily housing industry work together to effectively reduce criminal activity in rental properties. Register online at www.houstontx.gov/police/multi_ family. Please direct questions to officer Donna Clark at donna.clark@houstonpolice.org.

2019 HAA Education Conference & Expo Thursday, May 16 8 a.m. to 6 p.m.

Program fee: $95 per credential holder; $125 prior to event; $165 onsite NRG Center Hall C 1 NRG Park, 77054 Registration and payment are required for the education conference. Expo is free. Nonexhibiting supplier partners are not permitted to attend. See Page 36 for more information.

SCHEDULE AND FEES

From the HAA EDUCATION DEPARTMENT

Leasing 101 (Day and a half) Tuesday, May 21 8:30 a.m. to 4 p.m.

An in-depth introduction to the apartment industry for new leasing professionals as well as those individuals looking to learn more about the industry as a career. This one-day program covers topics including: greeting and qualifying the customer; executing the lease contract; overcoming objections and closing techniques; an overview of Fair Housing and more.

Students who complete the course will receive a certificate, as well as a listing of placement agencies and management companies that are members of HAA. If you are not working for a member company of HAA, download the registration form at http://www.haaonline.org/ images/programs/pdf/leasing101_ 2018.pdf.

EDUCATION OUTREACH: The Woodlands Legal Seminar: The Woodlands Wednesday, May 22 8:30 a.m. to noon Hilton Gardens Inn The Woodlands 9301 Six Pines Dr., 77380 Program fee: $65 if prepaid; $80 onsite Sponsored by Brook Furniture and The Liberty Group Join HAA Legal Counsel Howard Bookstaff and your fellow HAA members for our Outlying Legal Seminar. The Legal Seminar will fulfill the NAA CEC requirement of fair housing training required of all CAM, CAPS, NALP and CAMT credential holders and is worth three CEC credits.

Register at www.haaonline.org/ 2019legalseminar.

are subject to change without prior notification. Notice of cancellation is required two days in advance to receive a refund, less a $25 administrative fee. Seats are guaranteed on a first-come, first-served basis when payment and registration are received in advance of the program. Unless otherwise indicated, courses are held in either the Camden and Michael Stevens Interests Room or the Direct Energy and Liberty Personnel & Executive Search Room at the Dinerstein Reed Prokop Education Center, 4810 Westway Park Blvd. on the second floor of the HAA Office www.haaonline.org

Certified Pool Operator Course – in Spanish (Two days) Wednesday, May 22 and Thursday, May 23 8:30 a.m. to 5 p.m.

Program fee: $299 Successful completion of this two-day course will result in a five-year certification from the National Swimming Pool Foundation and ensures pool chemicals are being used properly and when appropriate.

We will dispel the myths in pool care and tremendously reduce chemical expenses and extend the life of your pool. This is recommended for anyone working with pools, as well as property managers, in order to be up-to-date regarding local codes.

The course fee includes textbook, exam fees and meals both days.

Avenues: Marketing – Session 1 “What is Your Special?

Managing the Concession Obsession” with Mary Gwyn Wednesday, May 29 8:30 a.m. to noon Sponsored by ALN Apartment Data Inc. Consumers are conditioned to look for deals in every aspect of life. They go online and get discounted airline tickets, vacation rentals, hotel deals – you name it. This course teaches participants the cost of concessions and how to lease without them. See Page 22 for more details.

EDUCATION OUTREACH: Lake Jackson Lake Jackson Education Outreach – Marketing “Marketing to Small Towns and Suburbs” with Mary Gwyn Thursday, May 30 8:30 a.m. to noon

Lake Jackson Civic Center 333 TX-332, 77566 Sponsored by Brook Furniture What does marketing apartments in a small town or suburban location have in common with big city marketing? Nothing and everything! Walk away with unique themes that will serve as a catalyst for your own marketing programs. Join us for a fast-paced and highly interactive session that will equip you with the ideas and energy to market your community for best results.

Register at www.haaonline.org/ educationoutreach.

IROP (Three days) Thursday, May 30; Friday, May 31; and Saturday, June 1 8:30 a.m. to 4:30 p.m.

Sponsored by Gemstar Construction Development and Presto Maintenance Supply A three-day course authored by NAA specially designed to provide the knowledge and skills necessary for new independent owner and/or manager of rental properties of about 200 units or less. Topics covered include: Employees, Preparing the Property, Rent, Marketing, Handling Objections Applications, Screening, Rental Agreements & Lease Forms, Move-In, End of Lease Term, When Resident Problems Arise, Evictions, Resident Retention, Maintaining Property Value, Maintenance, Code of Enforcement, Financial Management, Taxes, Protecting the Investment, Section 8 Programs. Please note: Notice of cancellation is required two days prior to the event for a refund, less any administrative fees. / See Education, Page 68

Building. Seating is limited. You must pre-register. For more information and to register, go online at www.haaonline.org.

Notice to Attendees: All pre-registered no-shows will be billed. For admittance into HAA/HAF events, payments will be required at the door if not received prior to the event. Start times listed above include a 30-minute registration period. Notice of cancellation is required two days prior to the event for a refund, less a $15 administrative fee.

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MAY S M

Calendar HAA Education, Events and Meetings SCHEDULE

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F 3 10 17 24 31

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MAY 1

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New Supplier Member Orientation Wednesday, May 1 3 p.m.

Craft Republic 11470 Westheimer Road, 77077 All new supplier members welcome.

Contact Amanda at asherbondy@haaonline.org for details.

Board Meeting Thursday, May 16 11: 30 a.m. to 1 p.m.

NRG Center 1 NRG Park, 77054 Following the meeting, board members are encouraged to attend the HAA Expo, located in Hall C. Sponsored by CoreLogic Rental Property Solutions

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Ambassador ONE Society Meeting Wednesday, May 1 4 p.m. to 5:30 p.m.

Craft Republic 11470 Westheimer Road, 77077 Contact Amanda at asherbondy@haaonline.org for details.

All Stars Sports Challenge Friday, May 10 8 a.m. to 3 p.m.

Houston Sportsplex 12631 South Main Street, 77035 All event proceeds benefit Crime Stoppers of Houston. Each team must consist of three men and three women with an option of one male and one female alternate. Each team will compete in six events, and the top three teams will be awarded medals after the competition. You may contact Susan at 713-595-0313 or at shinkley@haaonline.org for more information.

Please see Page 92 for a list of sponsors.

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Education Advisory Council Meeting Thursday, May 2 10 a.m.

It’s the Law Luncheon Friday, May 3 11:30 a.m. to 1 p.m.

Sponsored by FSI Construction

HAAPAC Luncheon Tuesday, May 14 11:30 a.m. to 1 p.m.

Program fee: $30 per HAAPAC member; $40 per non-HAAPAC member Contact Alpa at apatel@haaonline.org for details.

Sponsored by ICONstrux Design + Build

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15

HAA NEXT Committee Meeting Monday, May 6 6 p.m.

HAA Honors Awards Individual Nominations Deadline Wednesday, May 15 Nominations are due by 5 p.m.

See Page 16 for more information.

3

8 Resident Relations Committee B Wednesday, May 8 2 p.m.

Expo Committee Meeting Wednesday, May 8 3:30 p.m.

Open to committee members only.

9 Blue Star Class Thursday, May 9 7:30 a.m. to 4 p.m.

Sponsored by SentriForce and The Lane Law Firm

16 2019 HAA Education Conference & Expo Thursday, May 16 8 a.m. to 6 p.m.

NRG Center Hall C 1 NRG Park, 77054 Registration and payment are required for the education conference. Expo is free. Exhibition space is sold out. Non-exhibiting supplier partners are not permitted to attend.

See Pages 36-42 for sponsors and more information.

HAA Offices Closed Monday, May 27 The HAA Offices will be closed for Memorial Day.

Leasing 101 (Day and a half) Tuesday, May 21 8:30 a.m. to 4 p.m.

Avenues: Marketing – Session 1 “What is Your Special? Managing the Concession Obsession” with Mary Gwyn Wednesday, May 29 8:30 a.m. to noon See Page 22 for details.

Sponsored by ALN Apartment Data Inc.

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Legal Seminar: The Woodlands May 22 8:30 a.m. to noon Hilton Gardens Inn The Woodlands 9301 Six Pines Dr., 77380 See Page 24 for details.

Sponsored by Brook Furniture and The Liberty Group

23 Certified Pool Operator Course – in Spanish (Two days) Wednesday, May 22 and Thursday, May 23 8:30 a.m. to 5 p.m.

Onsite-Goes-Offsite: Baytown Thursday, May 23 4 p.m. to 6 p.m.

Location: TBA Due to limited seating, this meeting is open to on-site personnel only.

"Networking means the act of exchanging information with people who can help you professionally, " author Michele Jennae said. Calling all Katy and surrounding-area onsite personnel. Please join us for a little networking and fun! Come meet your fellow industry peers. Your first drink is on us! Please contact the HAA Outreach department at outreach@haaonline.org if you have any questions.

Sponsored by HD Supply

Lake Jackson Education Outreach – Marketing “Marketing to Small Towns and Suburbs” with Mary Gwyn Thursday, May 30 8:30 a.m. to noon Lake Jackson Civic Center 333 Hwy. 332 E Lake Jackson, TX 77566 Sponsored by Brook Furniture

30-31, 1 IROP (Three days) Thursday, May 30; Friday, May 31; and Saturday, June 1 8:30 a.m. to 4:30 p.m.

Sponsored by Gemstar Construction Development and Presto Maintenance Supply

UNLESS OTHERWISE NOTED, all events meet at our Dinerstein Reed Prokop Education Center, 4810 Westway Park Blvd., second floor, in either the Direct Energy and Liberty Personnel & Executive Search or the Camden and Michael Stevens Interests Room. Meetings located at the HAA Offices, 4810 Westway Park Blvd., first floor, will be held in the Redi Carpet and Winograd Families/Judwin Properties Conference Room. See www.haaonline.org for an interactive calendar.

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Please note that dates and times are subject to change. Check the calendars at www.haaonline.org for the most up-to-date information.

JUNE 3

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18

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CAS: Supplier Success Monday, June 3 10 a.m. to 3 p.m.

Legal Seminar: Baytown Tuesday, June 11 8:30 a.m. to noon Location TBA Sponsored by Brook Furniture and The Liberty Group

Industry Math Tuesday, June 18 8:30 a.m. to noon Sponsored by Brook Furniture Rental

Leasing 101 (Day and a half) Tuesday, June 11 8:30 a.m. to 4 p.m.

Introduction to Microsoft Excel Wednesday, June 19 8:30 a.m. to noon

12

Go-Getters Happy Hour Wednesday, June 19 3:30 p.m. to 5:30 p.m.

Cadillac Bar 1802 Shepherd Drive, 77007 Join the Go-Getters and help strengthen your association with new members and new involvement. New and prospective members are welcome! Visit the GoGetters Corner at www.haaonline.org/gogetters for tips and tools for recruiting.

Sponsored by Crestmark Construction Services and Rasa Floors

Onsite-Goes-Offsite: Lake Jackson Thursday, June 20 4 p.m. to 6 p.m.

Due to limited seating, this meeting is open to on-site personnel only.

"Networking means the act of exchanging information with people who can help you professionally, " author Michele Jennae said. Calling all Lake Jackson and surroundingarea onsite personnel, come meet your fellow industry peers by joining us for a little networking and fun.

Your first drink is on us! Please contact the HAA Outreach department at outreach@haaonline.org if you have any questions.

Sponsored by Rasa Floors

4 HAA Blood Drive Tuesday, June 4 9 a.m. to 1 p.m.

5 Introduction to Microsoft Excel Wednesday, June 5 8:30 a.m. to noon Leadership Lyceum Session Four Wednesday, June 5 9 a.m. to 1 p.m.

This session will cover professional development programs and career promotion along with operational and governance items for HAA, TAA and NAA. New Supplier Member Orientation Wednesday, June 5 3 p.m.

Craft Republic 11470 Westheimer, 77042 All new supplier members welcome.

Contact Amanda at asherbondy@haaonline.org for details.

Ambassador ONE Society Meeting Wednesday, June 5 4 p.m. to 5:30 p.m.

Craft Republic 11470 Westheimer, 77042 Contact Amanda at asherbondy@haaonline.org for details.

6 HAAPAC Luncheon Thursday, June 6 11:30 a.m. to 1 p.m.

Program fee: $30 per HAAPAC member; $40 per non-HAAPAC member Contact Alpa at apatel@haaonline.org for details.

Sponsored by Hoffer Furniture

Resident Relations Committee A Wednesday, June 12 2 p.m.

13 2019 Honors Awards Thursday, June 13 Hilton Americas 1600 Lamar Street Houston, 77010 The Honors Awards recognizes the industry's finest multifamily professionals and properties, as well as recent NAA credential holders.

See Page 16 for more information.

Individual Awards presented by FSI Construction and The Liberty Group Property Awards presented by Ameritex Movers and Texscape Services Reception presented by AAA Plumbers

17 Avenues: Supplier Circle – Session 2 “You’re Here … You’re There … You Can’t be Everywhere! Dealing with Distraction in a Distractible World” with Lori Snider Monday, June 17 8:30 a.m. to noon See Page 22 for more information.

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20 Biscuits and Business Sponsorship Auction Thursday, June 20 3 p.m. to 5 p.m.

Join us for the June Sponsorship Auction! Sponsoring an event in 2019 is a great way to gain recognition for your company. Over 70 events will be up for auction, and drawings and proxy bidding will be available. If this is your first time, arrive early at 2:30 pm for the Auction 101 to learn how the auction works and what events up for bid.

Contact Amanda Sherbondy at asherbondy @haaonline.org or 713-595-0316 and see Page 24.

21 ACES June Manager Appreciation Luncheon Friday, June 21 11:30 a.m. to 1:30 p.m.

Firehouse Saloon 5930 Southwest Freeway, 77057 Sponsored by Prime Texas Metal Roofs and Texscape Services

24 Meet Up Monday Monday, June 24 8 a.m. to 5 p.m.

Do you work from home? Need a break from working alone? Come network and work with your fellow members and industry peers.

Supplier Education Program Thursday, June 6 2 p.m. to 4:30 p.m.

See Page 62 for details.

7 HAA NEXT Professional Development Breakfast Friday, June 7 8 a.m. to 10 a.m.

Sponsored by ICONstrux Design + Build

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Avenues: Marketing Place – 1 May 29 WHAT'S YOUR SPECIAL? Managing the Concession Obsession with Mary Gwyn Is this one of the first questions the prospect asks? WHAT’S YOUR ANSWER? Consumers are conditioned to look for “deals” in every aspect of life. They go online and get discounted airline tickets, vacation rentals, hotel deals – you name it. From grocery store coupons to the BOGO “buy one get one,” the consumer rule. This course teaches participants the cost of concessions and how to lease without them. Instead of falling into the trap of giving free rent, make sure your team has all the techniques you need to maximize your revenue. After all, free rent is anything but cheap.

Leadership

Follow a road that fits you career journey with Avenues. The Avenues series of seminars feature some of the best nationally-acclaimed speakers in the industry with learning sessions for every level of multifamily professional. There are five Avenues to choose from, Main Street, Maintenance Boulevard, Leadership Lane, Marketing Place and Supplier Circle. Follow just one path or pick and choose from all of the 15 great sessions.

Supplier

Don’t miss the next three sessions:

Avenues: Supplier Circle – 2 June 17 You’re Here…You’re There…You Can’t Be Everywhere! Dealing with Distraction in a Distractible World with Lori Snider Learn how to deal with the distractions in your day-to-day world by focusing on prioritization and understanding the importance of timing.

Take away 10 steps you can take to improve your productivity... and sanity!

LN

Avenues: Leadership Lane – 2 July 16 Don’t Call Me the “B” Word: The Loss of the Boss and Love of the Leader with Leah Brewer In today’s competition to recruit and retain top talent, having the right supervisor is key to a successful organization.

Supervisors choose to be either a boss or a leader and this choice has a monumental impact. Leaders look to constantly improve and help others to do the same. Bosses care very little about self-improvement and are more focused on their own motivational drivers. If you are interested in motivating and inspiring those you lead, and encouraging a positive work atmosphere for maximum results, make the right choice.

CIR

Need

Individua just one se per perso l sessions are pri minar? n, a real s c teal for q ed at only $50 uality edu cation!

Sponsored by Annual Property Subscriptions are available with unlimited attendance for all on-site property staff to all sessions at discounted prices: • Only $199 per year per property for properties with fewer than 200 units • Only $399 per year per property for properties with 200 to 350 units.

• Only $450 per year per property for properties with more than 350 units.

If you need a single workshop, individual sessions are priced at only $50 per person, a real steal for quality education.

Enroll today. Contact the HAA Education Department at education@haaonline.org or register online at www.haaonline.org.

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I do declare p i h s r o s n o p S ’s t i ! e m i t n o i t c u A Sponsorsh ip Auction ness with great t and your busi Bless your hear e over yonder portunities. Com tion and get networking op ocia Apartment Ass to the Houston ! your bidding on with southern be full as a tick I reckon you’ll business and ions. Mind your snacks and libat ic with HAA. me have a picn your biscuits, co miss it! a wet hen if you You’ll be mad as

Thursday, June 21

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If you have never attended one of our auctions before, come early to Auction 101 session at 2:30 p.m. to find out how to bid, what's for sale and tips on how to improve your sponsorship.

Can’t make it? If you can't make the live auction,

proxy bidding is available until the end of the day Monday, June 17! Email Amanda Sherbondy at asherbondy@haaonline.org for information.

Visit www.haaonline.org /sponsor

for more details.

Auction program available on June 1.

Events on the itinerary include the Dinerstein Golf Tournament, Annual Business Meeting, Chili Fest, Installation Gala, State of the Industry Breakfast, Avenue Programs, Lifetime Achievement Award Program and a whole line-up of education sessions and seminars.

HAF Dinerstein Reed Prokop Education Center, 4810 Westway Park Blvd. off Clay Road just east of Beltway 8

Auction 101: 2:30 p.m.

Registration/Drawing Lots Open: 3 p.m.

%

Drawing Lots close: 3:45 p.m.

Live Auction begins: 4 p.m.

RSVP to Amanda Sherbondy at asherbondy@haaonline.org

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Industry Update from the NATIONAL APARTMENT ASSOCIATION and the NATIONAL MULTIHOUSING COUNCIL

A NEW WHITE PAPER Learn how to effectively manage package acceptance.

THE NATIONAL APARTMENT Association has released the first in a forthcoming suite of new white papers, “How to Effectively Manage Package Acceptance: Best Practices for Owners and Managers,” which outlines tried-and-true tactics and evaluates various management systems to help operators reduce administrative time, increase revenue and protect liability.

As e-commerce continues to enjoy runaway growth, package delivery has become a centerpiece issue among rental housing operators across the country. With resident satisfaction a top priority for management companies, a smooth process from package acceptance through delivery to residents is more critical than ever.

Free to members of NAA, the white paper takes the guesswork out of decision-making with its inclusion of questions to aid in determining the best solutions for a wide range of property types as well as supporting documents that can be implemented within management policy.

The paper can be downloaded at https://www.naahq.org/how-effectivelymanage-package-acceptance.

NAA will continue to release white papers throughout 2019 to share best practices and

practical knowledge that members can apply to their businesses.

2019 NMHC 50 Shows Industry is Strong WASHINGTON, D.C. — The multifamily industry remained strong last year, as demonstrated in the National Multifamily Housing Council’s (NMHC) newly released 2019 NMHC 50—the definitive ranking of the nation’s largest apartment owners, managers, developers, builders and syndicators.

MAA (headquartered in Memphis, Tenn.) remained the country’s largest apartment owner, breaking the 100,000-unit mark, with 100,864 apartment homes owned.

Greystar Real Estate Partners (headquartered in Charleston, S.C.) also retained its place as the largest apartment manager, with 451,180 apartments under management.

Alliance Residential (headquartered in Phoenix, Ariz.) rose three spots to become the top developer this year with 6,935 apartments started in 2018 — that's over 1,000 more units started than the next developer on the list.

Summit Contracting Group, Inc. (headquartered in Jacksonville, Fla.) stayed on top as the nation’s highest-producing apartment builder, starting 8,828 apartments in 2018, up

more than 2,000 units from last year.

PNC Real Estate (headquartered in Portland, Ore.) became the country’s largest apartment tax credit syndicator with 136,447 apartments syndicated.

“Industry performance in 2018 was quite similar to that of the prior year—and the newest NMHC 50 rankings reflect that,” said Caitlin Walter, Vice President of Research.

“For years, the increase in demand for apartments outstripped the growth in supply.

The recent pickup in the annual pace of apartment production has brought new supply roughly in line with demand, at least nationally.”

Additional industry and NMHC 50 highlights: 2,122,748 – Number of units collectively owned by the firms on the NMHC 50 top owners list, representing 9.9 percent of the total apartment stock in the U.S. 3,405,227 – Number of total units managed by the firms on the NMHC 50 top managers list, an all-time high, representing 15.9 percent of the total apartment stock.

95.4 percent – Apartment occupancy rate in 2018, according to RealPage; this is slightly higher than last year’s rate and the highest on record since 2000.

Did you know you have access to more member benefits than just the lease contracts and forms?

If you’re receiving this magazine, your company has joined and made your company and YOU part of the largest local apartment association in the nation!

Every employee of your team is a member of HAA and also a member of the TAA and NAA. Check us out online at www.haaonline.org. This is YOUR HAA!

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338,300 – Number of apartments completed in 2018 according to the Census Bureau—just slightly lower than last year.

323,290 – Net absorptions of apartments in 2018, indicating strong demand for apartment homes. $172.6 billion – Total multifamily transaction volume for 2018 according to Real Capital Analytics, another record high.

This is the 30th year NMHC has released its top 50 rankings. NMHC partners with Kingsley Associates, a leading real estate research and consulting firm, to conduct the research for the NMHC 50. All apartment owners, managers, developers, builders and syndicators are invited to answer a survey questionnaire that asks about their prior year’s activities. Apartment owners, managers and syndicators are ranked based on their portfolio holdings (either owned, managed or syndicated) as of January 1, 2019, while developers and builders are ranked based on the number of apartment units started in 2018.

For more details about the NMHC 50, including historical information, visit www.nmhc.org/the-nmhc-50 View this release online at nmhc.org/2019nmhc-50-shows-industry-is-strong.

– By Les Shaver Just in! Thursday NAA Apartmentalize Speaker Confirmed Come Together in Denver June 26-28!

With 10,000+ attendees, 550+ cutting-edge suppliers and 85+ breakout sessions and events, Apartmentalize is the ultimate careerboosting opportunity for rental housing pros!

There will be plenty of time to network with your peers through the course of the week.

Upbeat, intelligent and entertaining, Mindy Kaling will set an enjoyable tone for Apartmentalize by speaking at our Thursday General Session.

Mindy came to fame as an Emmynominated writer and the portrayer of character Kelly Kapoor on NBC’s “The Office,” and went on to earn critical acclaim as the star, writer and executive producer of “The Mindy Project.” She can currently be seen in NBC’s “Champions,” for which she is also cocreator, writer and executive producer.

Make sure you get to see Mindy by registering for your full conference pass today!

Register now online at the NAA website: https://www.naahq.org/apartmentalize.

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On the Road with HAA

1

Montgomery County Region Meeting Wednesday, March 20 at Black Walnut Cafe Sponsored by 1 Action Buggies HAA is on the road again, this time in Montgomery County. Area managers heard from their local justices of the peace in a discussion led by HAA General Counsel Howard Bookstaff. Topics included evictions, filing in their courts, appeals and much more.

HAA IS REACHING OUT to better serve our members by bringing targeted networking and educational events to different parts of our 12-county service area. Contact Director of Outreach Lauren Turner at lturner@haaonline.org to sign up for these FREE, management-only events where you can learn about issues affecting your area and network with your fellow managers. Want to host an event?

We are looking for member properties to host a Region Meeting. Contact lturner@haaonline.org.

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Fort Bend Region Meeting Tuesday, March 26 at NOAH’s Event Venue Sponsored by 1 Century A/C Supply

1

HAA General Counsel Howard Bookstaff led a discussion with local Fort Bend Justices of the Peace for area managers. Topics discussed included court filings, appeals, evictions and more.

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On the Scene Photos by MARK HIEBERT, Hiebert Photography Maintenance Mania Thursday, March 28 at Sam Houston Race Park Maintenance technicians and supervisors from across the area competed in skill tests and race car building for both bragging rights and a chance to win a trip to compete in the Maintenance Mania National Championships at the NAA Conference.

National Championship Qualifying Program sponsored by HD Supply First Place, Overall - Johani Villanueva, Radco Residential Second Place, Overall - Scott Heffernan, Greystar Third Place, Overall - Jose Rodriguez, Roscoe Properties Smart Comfort Air Conditioner Repair sponsored by Johnstone Supply First Place: Johani Villanueva, Radco Residential Second Place: Jose Rodriguez, Roscoe Properties Third Place: Juan Vazquez, Progress Residential Fluidmaster Toilet Repair sponsored

by Presto Maintenance Supply First Place: Michael Pate, MAA Second Place: Jose Rodriguez, Roscoe Properties Third Place: Johani Villanueva, Radco Residential Kidde Fire & Carbon Monoxide Safety Installation sponsored by Century A/C Supply First Place: Johani Villanueva, Radco Residential Second Place: Juan Vazquez, Progress Residential Third Place: Rolando Valdez, WRH Realty Frigidaire Icemaker Installation sponsored by Maintenance Supply Headquarters First Place: Roberto Perez, Roscoe Properties Second Place: Johani Villanueva, Radco Residential Third Place: Rolando Valdez, WRH Realty Kidde Fire & Carbon Monoxide Safety Installation sponsored by Presto Maintenance Supply First Place: Johani Villanueva, Radco Residential Second Place: Jose Rodriguez, Roscoe Properties Third Place: Juan Vazquez, Progress Residential SmartBurner Heating Element sponsored by Century A/C Supply First Place: Walter Baires, AMLI Second Place: Juan Vazquez, Progress Residential Third Place: Jose Alvarado, Rockstar Capital Kwikset Key Control Deadbolt Test sponsored by Dixie Carpet Installations First Place: Luis Martinez, Gables Second Place: Jorge Gonzalez, Greystar Third Place: Johani Villanueva, Radco Residential AO Smith Water Heater Installation sponsored by AAA Plumbers First Place: Milton Contreras, Gables Second Place: Luis Martinez, Gables Third Place: Jose Torres, Gables Race Car Competition sponsored by Brandt Electrical A/C & Heating Services LLC and PPG Paints First Place: Johani Villanueva, Radco Residential Second Place: Jared Mansell, Roscoe Properties Third Place: Juan Vazquez, Progress Residential People’s Choice Car Marvin Alfaro, The Hanover Company Lunch/Awards Ceremony sponsored by Hire Priority Staffing & Executive Search, Johnstone Supply and The Liberty Group

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On the Scene Photos by MARK HIEBERT, Hiebert Photography Maintenance Mania

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The Breakout Sessions Sponsored by Ameritex Movers, Fidus Construction Services, FSI Construction and Secure Insurance Round one: 10:15 a.m to 11:30 a.m.

Round two: 11:45 a.m. to 1 p.m.

Rooms 202, 204, 206 and 300 Choose among these four industry-related concurrent sessions each hour:

Productivity Powerhouse: 7 Hacks To Accomplishing More, In Less Time with Marla Posey Room 204 Factoring in all we’re expected to accomplish in this fast-paced, competitive and consumptionbased society, it’s no wonder that at times we may feel completely overwhelmed and defeated.

Consequently, this diminishes our efficiency and effectiveness, leading to further feelings of overwhelm. Between texts, emails, phone calls, social media updates, meetings, volunteer work, planning, errands, appointments, dinner, and a term I coined “lifeing,” it can be exhausting. How are we supposed to get it all done?

If this sounds like you, I can relate. For years I struggled with feelings of being overwhelmed and exhausted until I went on a mission to find tools to help me better manage my time, my tasks and those around me. If you’re looking for new and contemporary ways to combat this growing problem i.e: this isn’t your mothers time management class, join me as I share the seven greatest productivity hacks that have helped me accomplish more and feel less stressed in my work, and in life.

Learning Objectives: • Explore what causes productivity burn-out.

• Share Marla Posey’s struggle with productivity burn-out and the tipping point that led her to seek new tools to combat this problem.

• Share seven productivity hacks that will transform your daily routine and take back your power. This isn’t your mothers time management class.

The Invisible Resident: When Fraud Impacts Your Business with Maitri Johnson Room 300 For most property managers, fraud is an invisible resident which goes unrealized until it is too late.

In a recent study conducted by Forrester Consulting, 95 percent of property management companies acknowledged struggles with identifying, mitigating or preventing fraud. Fraudulent activity has become a growing issue in the rental industry, especially with the increase of online applications versus in-person.

As such, property managers are increasingly faced with new challenges in verifying identities and detecting potentially fraudulent applicants.

These applicants can be hiding criminal records or may be likely to “skip,” putting property managers at risk for identity misuse. In fact, most property managers believe over half of bad renter outcomes are tied to some sort of fraud. While companies may believe they already have fraud detection tools in place during the screening process, fraudulent activity is typically not identified until after move-in.

Integration of a more robust fraud solution would allow potential fraudsters to be flagged at the time of application, rather than during the lease cycle, which could significantly boost the company’s bottom line.

As a primary learning objective, session attendees will learn how to combat online fraud, make smarter and better decisions on leasing to prospective residents, and better protect their business.

Attendees will also gain valuable insights from the Forrester Fraud Consulting Study, which will shed light on the prevalence of different types of fraud in the residential property industry.

Learning Objectives: • Upon completion, participants will be able to identify types of fraud in property management and combat online fraud through new tools and tactics.

• Following the session, participants will be able to utilize valuable insights to lease to REAL people and not fraudsters.

• Participants will be able to proactively mitigate fraud through awareness of the issue and the solutions available to protect their business and bottom line.

Managing Your Digital Curb Appeal with Jen Piccotti Room 202 You respond to resident reviews with grace, your social media presence has flair, so your online reputation is solid, right? Maybe not. The evolution of our industry and our increasing reliance on smartphones brings a new set of measures for your reputation. In addition to creating relevant and useful social media content and managing reviews generated by residents, you also need to be aware of – and engaged with – reviews generated by your employees and the degree to which your organization supports the community-at-large. As the scope of “reputation” gets broader it may be time for a reputation evaluation. In this session, learn three key steps to take to ensure your digital curb appeal is best in class.

Learning Outcomes: • Understand the full scope of your online reputation and who your true audience is.

• Apply updated strategies to managing residentgenerated reviews.

• Discover how to incorporate reputation management lessons learned to all aspects of your “digital curb.”

Customer Service in the Age of Disruption with Donna Hickey Room 206 Today, more now than ever, customer service skills must be sharp. Just as much as you, the attendee of this session wants great customer service when they spend their money. So does the resident, prospect and co-worker from you. We have all attended customer service sessions before, so why is this one any different? It’s different because for the first time ever, we have five different generations in the work place, five different generations living at our communities and five different generations as prospects. This is a highly-interactive session that draws on real life experiences and shows, through hands on learning, the differences and the outcomes both positive and negative of poor and GREAT customer service.

Learning Outcomes: · Knowing the different generations and how customer service is applied. · Your position with the company doesn’t dictate poor customer service. · The 10 different personalities and how to manage them. · Generational slang: What does it all mean. · Just doing enough to get by isn’t good enough. · Bringing back GREAT customer service and how it increases renewals, rentals and stabilizes employee revolving doors.

Some things to consider when reviewing this session: Tiffany’s, Mercedes Benz, The Ritz Carlton, Walt Disney and Southwest Airlines all know a secret, and, in this session, you will learn them too.

may 16 #haaexpo2019 #haaradiate www.haaexpo.org

Keynote Breakfast with

Judson Laipply HAA Education Conference & Expo

inspirational comedian and Evolution of Dance creator!

Rooms 302-306 8:30 a.m. to 10 a.m. Registration opens at 8 a.m.

Sponsored by Contractors Inc., McMahan's Flooring and Texas Southwest Floors

ONE LOW PRICE! Your all-inclusive Education Conference Ticket will include Keynote Speaker Judson Laipply and four Breakout Sessions.

Early Bird Pricing available until May 6: Only $125 $165 after May 6 Special pricing for NAA credential holders (must be current): $95 Conference fee includes admittance to all education programming as well as lunch, RAVE! and Expo!

Register online at

www.haaexpo.org

Education Breakout Sessions Sponsored by Ameritex Movers, Fidus Construction Services, FSI Construction and Secure Insurance

may 16

Round one: 10:15 a.m to 11:30 a.m.

Round two: 11:45 a.m. to 1 p.m.

Rooms 202, 204, 206 and 300

#haaexpo2019

Choose among these four industry-related concurrent sessions each hour:

1

Productivity Powerhouse: 7 Hacks To Accomplishing More, In Less Time with Marla Posey Room 204

2

The Invisible Resident: When Fraud Impacts Your Business with Maitri Johnson Room 300

3 4

Managing Your Digital Curb Appeal with Jen Piccotti Room 202

#haaradiate

Customer Service in the Age of Disruption with Donna Hickey Room 206

1

2

3

4

HAA Education Conference & Expo

nd Expo ference a Liberty Join Con stus, The e L a r u a aves, Chairs L hanie Gr p te S d n let Group, a isors, and v d A ty r e the best Q10 Prop adiate at r r e e r a c e country your xpo in th e y il m a multif enter. at NRG C

Keynote Breakfast with Judson Laipply, inspirational comedian and Evolution of Dance creator! 8:30 a.m. to 10 a.m. Rooms 302-306 Four Concurrent

Education Breakout Sessions

1 p.m. to 2 p.m. Rooms 302-306

Early Bird pricing available until May 6: $125 $165 after May 6 Special pricing for NAA Credential holders (must be current): $95

Visit www.haaexpo.org for more information and to register

Expo Show Hours 1 p.m. to 6 p.m.

Over 250 Exhibitors!

$3,000 in Cash Prizes!

Expo only is FREE for all management personnel. No registration required.

Non-exhibiting suppliers are not admitted.

NRG Parking: $15 CASH ONLY

Lanyards Guardian Construction Grand Entrance Sponsor Ameritex Movers

Keynote Breakfast Contractors Inc. McMahan's Flooring Texas Southwest Floors

8 a.m. to 6 p.m.

NRG Center, Hall C Registration opens at 8 a.m.

Conference Luncheon and RAVE!

SPONSORS

Radiate Showcase Sponsor Brandt Electrical A/C & Heating Services Contractors Inc.

HAA 2019 Education Conference & Expo Thursday, May 16

(Choice of 4 topics each round) Rooms 202, 204, 206 and 300 Round one: 10:15 a.m to 11:30 a.m.

Round two: 11:45 a.m. to 1 p.m.

Thanks to our

rad iate !

&

! e v ra

Education Conference Luncheon Craven Carpet Break-Out Sessions Ameritex Movers Fidus Construction Services FSI Construction Secure Insurance Bar Sponsors Flooring Warehouse McMahan’s Flooring Expo Mobile Device Charging Station Ferguson Facility Supply Green Mountain Energy Expo Aisle Sign Sponsors Action Buggies Brook Furniture Rental Century A/C Supply CORT Furniture Guardian Construction Maintenance Supply Headquarters McMahan’s Flooring Wonder Wall Wraps Hand Sanitizer Stations Brandt Electrical A/C & Heating Services Rasa Floors

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Keynote Breakfast with

Judson Laipply inspirational comedian and Evolution of Dance creator!

Rooms 302-306 8:30 a.m. to 10 a.m. Registration opens at 8 a.m.

Judson Laipply promises to do two things: make you laugh and make you think. And for the last seven years, his passion for both has entertained and educated audiences all over the world. Judson is an awardwinning speaker and performer who utilizes a phenomenon labeled “Inspirational Comedy� to blend the realities of life with side-splitting humor.

The 5 L's for Living Laugh, Listen, Learn, Live and Love. They are five simple words that have many definitions and many uses. Alone each of them covers an important aspect of life but together they can be a powerful mantra for living.

education conference &

We will explore the internal and external facet of these words in relations to others and self. Listen to yourself, Laugh with yourself, Learn from yourself, Live for yourself and Love yourself and the internal explorations of personal power. Once you have a grasp on these areas you can move onto the external areas.

Listen to others, Laugh with others, Learn from others, Live for others and Love all others. These areas lend themselves to multiple ideas concerning leadership and success. Take away skills: Communication, selfexploration, laughter, service leadership, diversity, understanding, motivation and self-esteem

Sponsored by Contractors Inc., McMahan's Flooring and Texas Southwest Floors

may 16 #haaexpo2019 #haaradiate

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education conference &

radiate

with cash!

Visit just five Featured Suppliers at the Expo for a chance to win $500 at 3:45 p.m. Or, visit 10 companies and get a chance to win $1,000 at 4:45 p.m. Or, visit more than 10 to get a chance to win $1,500 at 5:45 p.m.

The more you visit, the more you shine, the more you can win!

Pick up a game card at the Expo entrance and visit the indicated Featured Suppliers, who will stamp your card for a chance to win! All booths will have distinct signage to help designate them as a participating supplier. Once you have completed your visits, bring your completed game card to the HAA booth at the back center of the hall to receive your entry ticket. Winners must be present to win and will be announced over the PA system at the HAA booth located at the back center of the hall. No purchase is necessary.

Only one entry per person.

Winners drawing times and prizes: • Five Visits for $500 at 3:45 p.m.

• Ten Visits for $1,000 at 4:45 p.m.

• Over Ten Visits for $1,500 at 5:45 p.m.

• Runner-up prize $500!

(Winner will be drawn from all entries)

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Look for this logo in advertising and at participating exhibitor booths at the Expo

Featured Suppliers include: CoreLogic Rental Property Solutions Ram Jack Foundation Solutions MPS Direct Gemstar Construction Development Inc. Maintenance Supply Headquarters Horisons Roof & Exterior Solutions Ameritex Movers Ideal Towing Texscape Services Cotton Commercial USA Inc. Best Plumbing Guardian Construction Affordable Quality Electric Johnstone Supply Century A/C Supply Outdoor Elements Scott Equipment Brandt Electrical A/C & Heating Services LLC Ameristar Screen & Glass FSI Construction Camp Construction Crestmark Construction Sentriforce AAA Plumbers La Salle Landscaping & Tree Service

141 309 336 409 415 422 437 503 509 603 711 739 815 905 211,310 333,335 338,340 429,431 438,436 439,441 539,541 615,714 632,634 914,915 13,14,15

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The 2019 Expo exhibitors cordially invite all owner/management company $ personnel to attend the FREE exhibition Advertisers listed in bold are Featured Suppliers for the HAA Expo May 16 in Hall C of NRG Center.

Giveaway. See Page 40 for details.

COMPANY .................................................Booth 911 Pest Solutions.......................................809 AAA Plumbers............................914/915 AAA Staffing Ltd...........................................741 AAdvantage Laundry Systems.....................224 Action Buggies ....................................831/833 Action Window Coverings Inc ......................534 ACTIV Answer by Audio Images...................321 Advance LED Solution..................................735 Advanced Exercise .......................................716 Advant Solutions .........................................323 Adventure Playground Systems Inc.............700 Affordable Quality Electric ..........815 Alarmtechs Inc.............................................601 All About Doody Pet Solutions LLC ..............829 ALN Apartment Data Inc ..............................119 America Outdoor Furniture............................19 American Wrecker Service ...........................130 Ameristar Screen & Glass ..436/438 Ameritex Movers Inc .....................437 Amtex Associated Contractors Inc ................216 Apartment Life Inc.......................................732 Apartmentcarts.com ...........................332/334 ApartmentData.com.....................................410 Apartmentideas Inc.............................725/824 Apartments.com .................................404/406 Apple Termite & Pest Control Inc.........314/316 Arbor Contract Carpet Inc ...................623/625 BAC Products ...............................................434 Bath Fitter....................................................120 Behr Process Corporation.............................111 Belfor Property Restoration.........................134 Bell’s Laundries...........................................205 Best Plumbing LLC ...........................711 BetterNOI.....................................................131 Beyond General Construction LLC.......305/307 BG Staffing.........................................702/704 BioSweep of West Houston..........................830 BioTechs Crime & Trauma Scene Cleaning South Houston...........................103 Blackmon Mooring/BMS CAT ......................715 Brandt Electrical A/C & Heating Services LLC..........429/431 Brook Furniture Rental Inc..........................328 Busy Body ...................................................236 Camp Construction Services.....................................539/541 Central Renovation Solutions.......................717 Century A/C Supply................211/310 Chadwell Supply .........................................5/6 Chero-Key Piping Co....................................902 Church Foundation Repair...........................920 Church Pest & Pool Service .........................839 Cinch – Cabinet Refacing Kits......................101 CKI Wholesale Lock Supply .........................900 Classic Protection Systems Inc .....................808 Classic Towing .............................................733 Coastal Valet Trash Services LLC..................232 Comcast.......................................................521 Comm-Fit.....................................................532 Concrete Raising Corp..................................801 ConService Energy..............................736/738 Construction Concepts..................................740 Construction ECO Services ...........................533 Contractors Inc....................................729/828

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Core Landscape Group ................................820 CoreLogic Rental Property Solutions ...........................................141 CORT Furniture ...................................428/430 Cotton Commercial USA Inc ........603 Craven Carpet Inc ...............................908/909 Crestmark Construction Services......................................615/714 CSC Serviceworks.................................414/416 Cypress Signs ..............................................837 Desert One LLC............................................202 Designs by Holmes......................................731 DirecSupply Inc ...........................................706 Division-9 Inc ......................................207/209 Dixie Carpet Installations Inc.......................403 DNM Contracting Inc ...................................825 Dog Paws - DNA Pet Waste Solutions...........611 Done Deal Cosign........................................330 DoodyCalls ..........................................100/102 Earthworks Inc ............................................840 Emergency Services Restoration of Texas Inc..............................................921 Entrata®....................................................440 Featherston Sign Partners...........................922 Ferguson Facility Supply.....................104/106 Fetch Package..............................................107 Fidus Construction Services .........................707 Fit Supply LLC..............................................803 Flagship Property Tax Consulting.................117 Flooring Warehouse....................................838 Fort Bend Battery & Golf Carts ...................233 FSI Construction.........................439/441 FTK Construction Services.............................118 Fulton Law Group PLLC..................................12 Fun Abounds................................................818 G & G Steelworks & Services.......................234 G & H Trash Valet Inc...................................126 Gail Construction Services LLC .....................917 Gambit Construction....................................724 Gateman Inc................................................122 Gemstar Construction Development Inc..........................409 Genesis Credit Management .......................223 GPS Roof Leak Repair..................................819 Green Faubourg Lawn & Landscaping LLC..318 Green Mountain Energy ..............................217 Greenlogic Lighting & Electric.............208/210 Guardian Construction..................739 Hahn Equipment..........................................241 HandyTrac Key Control................................324 HARCO Insurance Services...........................635 Hardman Signs ...........................................322 HD Supply...........................................719/721 Helix Media 360 .........................................806 Hire Priority Staffing & Executive Search....540 Hoffer Furniture Rental & Sales ....................16 Horisons Roof & Exterior Solutions LLC ..................................422 Houston Furniture Rental & Sales ...............137 Ice Blue Advertising Inc...............................609 Ideal Towing.......................................503 Impact Floors ..............................................1/2 Interior Logic Group Property Services.............................201/203 J National ....................................................813

Jet Waste Services .......................................807 JM Sales & Service Inc.....................................3 JMI Contractors/Jim's Maintenance Inc.......319 Johnstone Supply.............................905 King's Valet..................................................135 La Salle Landscaping & Tree Service.....................13/14/15 Laundry Genie ............................................903 Lawson Construction & Builders Inc....129/228 Lee & Barrier Builders LLC...................108/110 Leisure Creations .........................................810 Lincoln Security Systems Inc........................240 LP Building Solutions: LouisianaPacific Corporation ...................................811 LSR Multifamily..................................800/802 Luxer One-Locker Solutions.........................722 MAC Mechanical Inc.....................................841 Maintenance Supply Headquarters.................................415 Major League Gutter Cleaning ....................225 Mathis Iron Works Inc .................................530 Matrix Construction Services .......................835 McKenna Contracting ..................................906 McMahan’s Flooring Inc......................329/331 Meyer Smith LLC..........................................424 Moen Inc......................................................301 Mohawk Industries.......................................116 Mooring USA .................................................10 MPS Direct............................................336 MultiFamily Services Inc..............................633 Namco Mfg Co Inc ..............................834/836 National Credit Systems Inc.........................701 Nationwide Eviction .....................................315 Nationwide Trash and Janitorial Services LLC..............................................737 Norman Construction ..................................222 Omega Builders Group LP .............................11 On Guard Inc ...............................................916 Outdoor Elements...................333/335 Pavecon LTD................................................528 Pavement Services Corporation...................432 Penco Access Control ...................................907 Perfect Surface LLC..............................418/420 PMI Sales & Marketing Services..................804 Pool Knights ................................................133 Poolsure ......................................................636 PooPrints.....................................................300 PPG Paints ..........................................535/537 Presto Maintenance Supply.................619/621 ProCollect Inc...............................................325 Proforma Angelini + Diamond Solutions ....435 ProMaxima Fitness......................................320 Property Cost Systems.................................408 Rainey Richardson Interiors, Inc..................832 RAM Construction ....................................17/18 Ram Jack Foundation Solutions...........................................309 Rasa Floors ..................................................515 RealPage Inc ...............................................723 realtor.com ® rentals ................................728 Red Hawk Fire & Security LLC .....................139 Redevelopment Services..............................901 Redi Carpet Sales of Houston Ltd ................421 Reliant ................................................306/308 RENCON..............................................400/402

Rent Accelerator ..........................................230 Rent Debt Automated Collections ................206 Rent Recovery Solutions..............................709 Rentler.........................................................136 RentPath......................................................710 RentVision....................................................631 Republic Services.........................................337 Resman .......................................................705 Respage.......................................................734 Roto-Rooter Services Co...............................7/8 Scott Equipment Inc................338/340 Secure Insurance.........................................238 SentriForce...................................632/634 Shaw Industries...........................................303 Sherwin Williams Company................605/607 SightPlan.....................................................629 Signal 88 Security .......................................105 Sign-Ups & Banners.........................................4 Smart Apartment Data................................708 SouthCross Security......................................124 Sprout Marketing, Inc..................................109 SR Striping LLC.............................................214 Star Personnel Inc ...............................138/140 Storm Maintenance & Monitoring................115 Summer Energy...........................................132 Summit Floors.................................................9 Super Carpet Steamers .......................218/220 Swiff-Train Company...................................805 Symmons Industries....................................221 Texacraft.............................................536/538 Texas Apartment Pool Services....................433 Texas Apartment Supply Inc ........................112 Texas Coast / Lone Star..............................239 Texas Southwest Floors Inc .................229/231 Texscape Services.............................509 TextByChoice................................................219 The Cweren Law Firm.........................235/237 The Lane Law Firm......................................128 The Liberty Group...............................638/640 The Package Center.....................................821 The Urban Foresters LLC.....................637/639 TPI Construction & Painting Inc...................923 TransUnion Rental Screening Solutions .......311 Triple Seal Insulation LLC.............................125 TXU Energy Multifamily Services.................531 United Protective Services ...................718/720 Valet Living.........................................628/630 Value Windows and Doors Company ..........304 Vima Decor..................................................204 WASH Multifamily Laundry Systems ...814/816 Watchtower Security Inc ..............................823 WaterLogic Inc.............................................529 WCA Waste Corporation ..............................302 WeDoTrash...................................................918 WellKept......................................................339 Willbanks & Associates Inc...........................817 Wilmar Industries Inc ..........................121/123 Window World.............................................822 Wonder Wall Wraps Inc...............................703 Yardi Systems Inc........................................200 Zillow Group................................................215 Zumper Inc..................................................730

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Words and Phrases Matter

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STOP!

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Choose your words carefully with your colleagues, employees and residents.

By

JUDSON LAIPPLY, Get A Let Up Inc.

W

hen we are young, we are taught to say please and thank you, and over time, these phrases become part of our regular vocabulary.

They help us convey gratitude and common courtesy, and most people can pretty much agree that they’re good phrases to use and have an overall positive affect on social interactions.

Yet, how often do we explore the usage of other phrases, dissect them to see what the effect certain phrases have on our interactions with others and in some cases how those phrases influence our perceptions of the world around us?

Here are some phrases that maybe we should stop using to help make our relationships with residents, coworkers, friends, significant others and even ourselves better. They will require some introspection, attentive listening and intentional conversation, but these phrases will help increase your emotional intelligence.

“I know how you feel.”

When someone tells us “I know how you feel,” what’s the first thing that pops into your head?

Probably, “No you don’t. You have no idea how I feel.” Most likely your intention is not to be dismissive, but the phrase “I know how you feel” is. It’s dismissive. What it conveys is that your level of empathy is lacking. You’re attaching your life and experiences with theirs, even though you really can’t ever know what someone else is feeling.

My guess is, your intention was genuine, you were trying to create common ground and wanted to empathize with them. Instead, try something along the lines of, “I can’t imagine what you’re feeling. I know I’ve gone through some similar emotional experiences and just want to let you know that I’m hear for you. Let me know if there’s anything I can do to help.”

“You’ll get over it,” or “Get over it.”

Similar to the previous phrase, these phrases are also dismissive and lack empathy. Emotions are complex and while you may know that your colleague or resident will eventually get over it, it doesn’t mean their feelings should be dismissed in that moment.

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Even when you personally believe that whatever is causing an emotional reaction is not creditable or silly and small, it’s their emotional reaction. Usage of these phrases often puts people on defense, and once a person gets defensive, communication becomes much more difficult and resolution even harder. Instead, acknowledge this person’s feelings and help them begin the process of getting over it by engaging their pre-frontal cortex, the area of our brain that does problem solving. A great way to do this is by using a phrase such as “It must be tough having to deal with that. What steps do you think you might be able to take to help make this situation more tolerable?” Or, “Wow, that’s difficult. Can you think of any choices you can make to help resolve what’s causing that difficulty?” (Note: Sometimes there’s nothing that can be done other then let a person be and know you’re there to support them.

Being dumped, cheated on, losing a loved one to death or something similar. There are some things people never get over and instead learn to live with.)

Always and never During some of my presentations I’ll say, “You’ll never hear me use an absolute,” and wait for people to get it. Absolute phrases are a drain on relationships. One of our natural drives in life is the drive to defend. We defend our choices and actions whenever they’re attack. Have you ever been in an argument, knew you were wrong and still continued to argue? That’s your drive to defend. So, when we use absolutes (such as always, never) in our communications with others, it often instantly puts them into a defensive mindset.

Telling a resident “You are always late with rent,” or “You never pay on time,” will most likely result in them reminding you of the one time they were not late with rent. Instead, if you’re trying get someone to see your point or perspective, try using words such a pattern or regular occurrence. Say, “We’ve noticed a pattern of late payments for rent that needs to be addressed,” or “It seems to be a regular occurrence that rent is late and we’d like to find a way to resolve that.” It still might lead to a defensive mindset, but the use of absolutes will always lead to that. (See what I did there?)

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In personal relationships, the use of absolutes is sure to make things more difficult. Anyone who has ever been told in a relationship, “You never do …” or “You always …” knows how those phrases feel. See if you can remove them from both personal and professional conversations.

The words we use both to others and to ourselves are a vital part of how we perceive the world.

Want to work on making your world better? Work on your words and phrases.

“I don’t have time for that.”

This one is for you. This is a common phrase used all the time because we often feel that we don’t have time. You do. You have the same time that everyone else has. You get the same hours in a day, days in a week, weeks in a month. What you, and everyone else, are really saying is “That’s not a priority for me.” Of course, this often won’t make others happy to hear but it’s the truth. Try for a week to replace the phrase “I don’t have time for that” to “That’s not a priority for me at this time.”

It will be difficult, but it will help you to see what is a priority to you. Every day, we make thousands of choices about where we spend our time, and if we look, we can see patterns emerge from where we spend our time. Using the phrase, that’s not a priority at this time for me, will help you figure out what are the priorities in your life.

If you hear someone else say “I don’t have time for that,” and you really want them to engage in whatever they’re avoiding, ask them, “What can I do to help make this a priority for you?" For them, it helps when another person acknowledges they are not making whatever it is a priority, and maybe you’ll find out what you can to help make it a priority.

The words we use both to others and to ourselves are a vital part of how we perceive the world. Want to work on making your world better? Work on your words and phrases. These are just a few examples that you can immediately see how they can help your relationships both with residents and everyone else.

Judson Laipply, inspirational comedian and Evolution of Dance creater, is a professional speaker and considered the world’s first YouTube celebrity. He believes in lifelong learning, enjoying life to the fullest and leaving space to evolve. You can learn more at www.judsonlaipply.com.

Laipply is the Keynote Speaker at the HAA Education Conference & Expo. Don’t miss the Keynote Breakfast with his session titled “The 5 L’s for Living” held in Room 302-306 at 8:30 to 10 a.m. at the NRG Center, Hall C.

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Creating Emotional Brand Connections

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Create vocal, engaged ambassadors for your community’s brand.

By

MARLA POSEY, CPM, SPARK Multifamily Learning + Consulting

I

am a huge promoter of technology and innovation; they really do make life better, faster and more efficient, however, I believe that it’s vital not to underestimate the need to strike a balance between innovation and a personal emotional connection.

For instance, it wasn’t too long ago that my daughter had us drive over an hour to simply have breakfast at a small diner along the New Jersey shore. While the food at Meg’s Grill is undeniably tasty and the vibe quirky and fun, the real draw is the way they make you feel, the way they know your name, chat with you at your table, bring you coffee while you wait in line and make you feel like you are the most important person who walked through the doorway that morning. In my mind, they have irrefutably created an emotional brand connection through their personal touch and stellar customer service, which I see is validated by the parade of loyal customers that creates a long line that extends out the door every weekend, waiting for their turn to share in the experience.

Sociologists say that humans relate to a brand based on the last, most extreme experience they had with the brand or the last most extreme experience they heard someone had with a brand.

So, creating a positive emotional brand connection with customers creates more than just traditional customer loyalty, it creates vocal, engaged ambassadors for your brand.

Much like me, those who have a positive connection with a brand share their experience with their network – family, friends and colleagues.

For us in the multifamily space, this translates to improved lease renewals and resident referrals as well as extended reach through engagement on social media posts and promotion of the brand by the residents themselves.

Here are four ways you can create a positive emotional brand connection through extraordinary service and by taking a genuine interest in your customer base.

1. Listen.

As you talk and connect, really listen to the things residents tell you about their interests and life. Too often we tend to listen to be able to respond, rather than listen with the intent to really hear; don’t let this be you. Jot down those nuggets that they share with you so you’re sure to ask for an update when you follow up with them, tour them again or see them in the parking lot as they’re bringing in groceries.

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For instance, if you learn a resident’s son is a little nervous about joining Little League, be sure to ask how he likes his new team, practice and his new friends. And, if you’ve had a similar experience, share it. This simple exchange of a common experience between the two of you can really create the spark that starts a connection. Most people want to feel they’re important enough to be remembered and that people genuinely care, so by you remembering specifics about your conversation demonstrates your interest in them as a person.

2. Focus on The Experience, Not on the Transaction. We’ve probably all heard prospective residents referred to as “prospects,” “traffic” or “pieces of traffic.” In addition to that being an offensive way to describe a prospective resident, using that type of language reinforces the idea that the transaction or lease is the goal.

While most property management companies establish goals for leasing teams as a metric to achieve overall financial goals, it’s important to focus not just on the transaction or closing of a lease or application but what type of experience you want to provide for prospective residents.

Keep in mind, people remember not just what you say but more importantly how you make them feel. Emotions play a large role in leasing decisions, so be sure to create an exceptional leasing experience; one that your prospective residents will remember, and they’ll remember you when they’re ready to make their leasing decision.

3. Court Your Prospective Residents.

Leasing is a lot like dating. You must woo prospective residents and hope they return the attention. You wouldn’t go out to one dinner and then ask your date to get married, would you? We know most prospective residents don’t make their decision about renting on the “first date” and prefer to keep their options open. One way to sway them in your direction is to court them. Check in on their search progress, send them useful moving and packing tips, a calendar of local events and invite them to an upcoming resident gathering so they can experience the vibe of your community. Believe me, this extra effort is noticed.

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Using Big Data to Screen Applicants

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Big data can be used to estimate the risk of individual residents.

By

MAITRI JOHNSON, TransUnion

A

side from the monetary losses, evictions can often be a tough process emotionally for property managers, apartment communities and renters alike. Residents who are evicted are not happy about it, and every veteran property manager can tell a story about a resident who retaliated against their eviction by vandalizing the property or who became a nuisance to their neighboring renters.

Because of the difficulties associated with evictions, property managers need better insight and information that can help identify renters who are the best match for their property. Fortunately, big data custom analytics are now available to help property managers better understand their renter portfolios, even as they change over the months and years.

Big data analytics provide insights and intelligence on existing renters, in addition to new applications, helping protect and mitigate property managers’ risk through real knowledge.

Property managers have traditionally done upfront applicant background checks yet have lacked access to deep data and predictive analysis. Using both can help significantly reduce risk.

The process of assessing prospective residents using a basic background check and references provide only a limited view of the applicant. Credit-based data can provide a score for an individual resident that estimates how much of an eviction risk they carry. On the other hand, it can also identify potential residents who are diamonds in the rough, meaning they may appear unqualified at first but may actually have potential to be great residents.

Big data offers two kinds of opportunities to optimize the portfolio of renters, descriptive analyses and predictive analyses. Descriptive data means looking at the rent roll and determining who is late on their payments and if there are any problem units. Big data can be deployed to compare eviction rates on differing properties or even to evaluate a website to see where applicants are quitting in the rental process.

Prescriptive analysis uses a combination of data to form models and predict future behaviors. Fraud and evictions are two of the biggest problem that big data analytics can help solve. With the data at hand, predictive models can be created to make actionable recommendations on new applicants by evaluating criteria

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that may make them increased risks, such as a history of negative credit behavior weighed alongside other data points.

A low-end rental property could attract mostly people with spotty records and evictions. Property management might need to accept a larger number of residents with apparent question marks in their past credit history. In this situation, going deeper than a credit score is necessary in order to evaluate if there is a good risk versus a bad one. If there is a history of financial losses, the primary question is: Can a property manager reduce bad debt to the tune of tens of thousands of dollars? The cost savings could be possible by moving from a rule-based system to one that has models driven by big data. Rule-based approaches were the traditional way to do things, but compared to big data, this method lacks a dynamic and in-depth way to make evaluations or predict the future.

Achieving just a 2.2 percent reduction of evictions could mean savings in the hundreds of thousands, if the rental operation is large enough. “Business intelligence can be particularly useful in identifying the causes and trends around bad debt.

Tools that compare year-over-year data allow you to see the big picture and dig deeper where needed. For example, we wanted to determine how many moveouts were due to financials, evictions, rent skipping, etc. Because we had data to compare, we were able to identify that people were not moving out because of those reasons, but because they were allowed to stay in their apartment longer. It was taking longer to get residents out of their units, which made that bad debt number go up. Those two data pieces really can make a difference on our NOI,� Stephanie Brock, president at U.S. Residential, said.

In addition to the problem of evictions, there is also the risk that some renters arrive with from day one with the intention of never paying. This often comes in the form of either identity theft or through the emerging trend of synthetic fraud, where a fake identity is created using a mix of existing and fictitious data elements, and a newly minted credit history is used for an identity that really does not exist. Using this scheme, the renter occupies a unit by applying with a false credit history and a fake name, never paying any rent and then disappearing to pursue their next victim after a few months of free rent.

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By using big data to add critical intelligence to renter portfolios, property managers can decrease expenses associated with evictions and add favorable residents to their revenue stream.

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To catch fraudsters early in the application process, risk factors can be measured to provide a risk score. Identity verification tools with cues from big data sources can identify potentially fraudulent applicants who require an additional review, especially considering that they may be only making contact online rather than in person. Higher risk could be due to the origin of their location, the demographic data they provide or even the device they used to make contact. If an applicant turns out to be highly risky, they can be asked for further proof of their identity.

By using big data to add critical intelligence to renter portfolios, property managers can decrease expenses associated with evictions and add favorable residents to their revenue stream. With the use of big data, renter portfolio modeling can effectively help identify the right renter, while also minimizing exposure to risk from both fraud and evictions to help reduce the painful process of evictions.

Maitri Johnson is the vice president of multifamily business at TransUnion. Johnson has spent more than 20 years as a multifamily operator, including 13 years with Riverstone Residential Group as executive vice president of property services. After serving on the executive committee of the National Apartment Association’s Board of Directors, Johnson was appointed president of the NAA Education Institute. She also chaired the NAA Lease Advisory Committee, which oversees lease document activities for the multifamily industry.

Johnson will be speaking at the HAA Education Conference & Expo.

Don’t miss her session titled “The Invisible Resident: When Fraud Impacts Your Business” held in Room 300 at the NRG Center, Hall C.

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Influencing Company Culture from the Inside Out

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You don’t have to be in a leadership position to be a leader.

By

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JEN PICCOTTI, ManagInc

T

his one time …

“There were nine A/C units down but he met with each of the residents and walked them through everything the team was doing to get the new units in as quickly as possible. The residents actually thanked him!”

“My regional was so grateful that I covered for my assistant manager’s unexpected family emergency, that she delivered a gift certificate for a one-hour massage in time for my first day off in over a week! It made me feel so appreciated.”

“I look forward to her smile every morning. She brings sunshine into the office every day and shifts the mood to total positivity, no matter what craziness the team is facing that day.”

When RedPeak invited me to the mountains outside of Denver, Colorado to be camp counselor for Lori Snider’s Culture Camp, I was beyond thrilled. Her goal, along with the executive team’s, was to reinforce the impact a group of nominated individuals have on their fellow team members as “culture carriers,” no matter what their official job title might be. Among the 30 participants, there were managers, housekeepers, maintenance technicians, assistants, leasing consultants, construction leads, accountants, service managers and IT representatives.

In the “service standard” camp competition, a Redpeak Service Standard would be read, and a team could win points by giving specific, personalized examples of a team member, putting that service standard into action with a focus on the end result. I wanted to hear these culture carriers bragging about their team members in the field. I wanted them to practice recognizing, verbalizing and reinforcing company culture in action. For each example shared, the team received a coveted pine cone. As the competition for pine cones heated up, the volume of stories increased. The result was beautiful and impactful. These were stories that hadn’t been heard before, yet from the smiles and nods around the picnic tables, the individuals being bragged about, and their actions, were very familiar. There was no surprise about the team members acting the way they did in the stories shared. Their actions were an expected behavior. It was who they are. The difference is that it was being verbally acknowledged and celebrated. And this was exactly the point.

Tell me who you are.

My current favorite definition of culture is the response an employee can expect from the company in any given situation.

While it’s easy to define the company as the executive or regional team, the reality is that each employee represents the company and has the power to carry on the cultural response they would like to see. In other words, “Be the change you want to see in the world.” In the competition at Culture Camp, we reinforced each participant’s power to carry on the company’s culture through their words and actions.

In today’s marketplace, there’s a lot of emphasis on being purpose-driven, demonstrating that the company is not just about making money. It is now easier than ever to search on a company’s

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website and see a dedicated page to their stance on sustainability, volunteerism or social activism. The reason it’s easier to find this information is that more people are looking for it in order to make decisions on who they want to do business with – whether as a customer or as an employee.

With the rise of company reviews on websites such as Glassdoor and Indeed, marketing a socially responsible or purpose-driven culture isn’t enough. These reviews allow potential customers, as well as potential employees, to see if what is promoted externally on websites and social media is what is experienced internally by actual employees. Transparency and authenticity can make or break an organization, because those companies who do not walk the talk are soon exposed.

Company culture is inspired by executive leadership but it is nurtured and reinforced from the inside out. The decisions made by each employee every day on how they respond to questions, problems, successes or crises sets the tone for how company culture is experienced.

Who do you think you are?

So, what if you’re not a community manager or maintenance supervisor or regional manager or department head? How can you make any impact on changing or influencing company culture?

If you want to be recognized for your problem-solving skills, your willingness to stay late or arrive early, your can-do attitude, your never-failing follow through, recognize those characteristics in your team members. Recognize them in your supervisors. Recognize them in your residents, your suppliers, your prospects! Leading by example doesn’t mean you have to be a designated leader. Being a leader and showing leadership can be two very different things. Show leadership toward your peers by saying words of recognition and thanks, and watch them multiply among your team.

There goes my hero …

While it’s critical for company culture to be defined, communicated and reinforced from the top down, it’s equally critical, and often more effective, when culture is supported and demonstrated from the inside out. Best case scenario? Do both.

Jen Piccotti is the chief operating officer and partner for ManagInc. She is a leading, multifamily educator and an authority on resident retention, employee retention and reputation management. A noted author and highly followed blogger, Piccotti has spoken at industry events such as NAA Apartmentalize, NMHC OpTech, AIM, Multifamily Social Media Summit, Multifamily Leadership Summit and Canada's Landlord WebCon. She will be speaking at the HAA Education Conference & Expo. Don’t miss her session titled “Managing Your Digital Curb Appeal” held in Room 202 at the NRG Center, Hall C.

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Customer Service in the Age of Disruption How can we be better about customer service?

By

DONNA HICKEY, CAM, www.donnahickey.com

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n the apartment industry, we are assaulted by a myriad of complicated communications that are more often than not hostile. It’s our frontline staff, our leasing team, who takes the hits day in and day out.

In today’s age of disruption, customer service is a challenge.

Innovation has transformed the way we do business in the multifamily industry for the better in many ways, but the convenience of the internet has spurred intolerance toward human connection.

Whether you are a leasing professional, an assistant manager, property manager or a maintenance professional, when a resident comes into the leasing office, we either lean into the conversation or avoid it.

We often choose to avoid the tough conversations in difficult times such as those when you’re in deferred maintenance, waiting on insurance, dealing with renovation delays and funding procrastinations.

We have access to solutions, the stepping stones, for emotional intelligence in the age of disruption. Instead of running from uncomfortable or challenging conversations, step into the conversation authentically.

I teach a technique known as Neuro-Linguistic Programming (NLP).

NLP, in simple terms, focuses on learning the language of your own mind to overcome generational and cultural demands. Customer service in the age of disruption demands that we pivot our minds to a more benevolent customer service expert, thus creating an atmosphere of excellence.

Recently, I was in a situation where I witnessed a manager interact with a resident in which the resident asked about a policy and the manager said “No, I can’t do that.” The manager didn’t listen to the question and jumped to conclusions when the request being asked was really simple. After the resident left, the manager proceeded to gossip about the resident, which is completely out of line. (Teaching moment: Has it ever occurred to you, that when you leave a group or a room, perhaps you are the topic of gossip? How would that make you feel? So, why would you participate in that with others?)

What a whacky, unprofessional way to handle a simple question, which went on for 40 minutes. (Teaching moment: Who mentors our new managers? Just because you have a title doesn’t mean you have the skill – it must be developed, nurtured and trained all the time.)

In property management, we are customer service providers. Once we step over the threshold of our offices, we are no longer the recipient of customer service, we are simply the provider. You’re not in that position to demand anything.

If you have a resident or prospective resident who is upset about something, it is our job to calm them down and solve the problem.

Sometimes, it isn’t easy. Let me share another story.

Last year I was deployed to a community to solve a problem. When I

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get onsite, I typically want managers and regional managers to learn how to solve customer service issues, not only because it’s good for the property but it’s good training, too. Years ago, I worked for a great executive vice president who to this day is my greatest mentor. When he went onsite or if I ever had a question, he would allow me, no matter how uncomfortable, to solve my own problems, sweat rings and all. To learn is to be uncomfortable, sometimes.

When I got onsite to this community in particular, it was truly a disaster. The regional manager never mentored her team, she struggled with dimensional management and thus left the manager to figure things out on her own. Suffice to say, invoices were a mess, supplies weren’t ordered, corporate blamed the onsite team, the onsite team blamed corporate and everyone was in earshot. Walking into a hostile environment is really never fun.

Customer Service Example #1 – In this example, the move-in went off the rails – the resident moved in without new flooring, they were demanding and passive aggressive. The manager didn’t really know what to do, even though she was the reason the problem existed.

Argh! This did not go well for anyone. Moral to the story: Better offense, leads to a better defense – don’t wait till the move-in day to walk a unit.

Customer Service Example #2 – No matter what, the customer is the customer. It is trying when a resident says have bedbugs and if they are not let out of their lease, they will blow up social media.

(Teaching moment: You can’t operate from a place of fear, residents can post on social media no matter what, whatever they want and chances are they will anyway.)

The age of disruption has shaped the outcome of a negative customer service experience. When a resident experiences poor customer service, it can be detrimental. That experience very well may end up on the internet for a very large audience to witness secondhand.

Because we have access to a large amount of data, 24/7, 365 days a week, the age of disruption has created a transparent culture and we can’t hide from dismissive customer service.

Donna Hickey specializes in shifting organizational directions, staffing, training, marketing and business development and implementation.

Over the past three decades, Hickey Presents has conducted seminars, workshops and keynotes for small clients as well as Fortune 500 companies in North America and around the world. She will be speaking at the HAA Education Conference & Expo. Don’t miss her session titled “Customer Service in the Age of Disruption” held in Room 206 at the NRG Center, Hall C.

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Expo Exhibitors: Radiate Your Expo Experience

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xhibiting at the HAA Education Conference and Expo is an incredible investment for supplier partner companies to market their business, promote their products and cultivate new client relationships within the multifamily ROHANI industry. With access to about 2,300 apartment professionals each year, exhibiting at the expo can produce a lot of business, however, proper execution is required to reap the bountiful benefits.

If you’re exhibiting at the expo this year, here are tips and tricks from expo experts SCOTT Beth Rohani, owner and president of Ameritex Movers and Kimberly D. Scott, brand ambassador for Reliant, inspired from the HAA Product Service Council’s Supplier Education Program in March titled “Do’s & Don’ts – Tips for a Successful Expo.”

Who should exhibitors bring to the expo?

Bring the employees who interact with your clients the most or who need the most exposure to your clients. Bring your sales team to the show, especially those who service the vast Houston-area. Bringing your marketing team along for the ride is always helpful. It gets them out of the office and interacting with the people they market to on a daily basis.

Scott: For small business owners exhibiting at the expo, bring a friend or family member who is smart and outgoing to help you. Expo reminders to show attendees can also be sent out via social media using apps such as Canva to promote booth. Set up five-minute booth meetings with clients whenever possible.

Booth meetings (n): 1. A term used internally amongst supplier professionals. A mini meeting, more like a hello.

Exhibitors can set up booth meetings by casually inviting clients and future clients in passing, during site visits or at an HAA event. You can also invite clients to stop by your booth for a mini meeting by posting your booth number on social media.

Before the expo: First and foremost, in order to have a successful expo, you need a booth. So often suppliers miss out because they didn’t purchase a booth in time. When should suppliers lock down a booth?

Kimberly D. Scott: Book your booth as early as the day before expo at 4 p.m. on Wednesday, May 15 during exhibitor move in and badge pick-up at the loading dock behind Hall C of NRG. On expo day, Thursday, May 16, booth pre-sale starts at 9 a.m.

Beth Rohani: On expo day!! Reserve your booth and reserve your booth fast because each year the show has been selling out faster than ever.

Please note: Exhibitors have until 4:30 p.m. to reserve their booth space, all unreserved booths will then be sold by lottery.

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Let’s talk giveaways. When should exhibitors start thinking about and purchasing giveaways? What are some ways exhibitors can offer unique, but costeffective giveaways?

Scott: A head start is important! Starting early will keep costs low, you’ll avoid any rush charges and starting early will give you the time to create both a well-thought-out giveaway and one that will be in line with the show theme, making your giveaway even more memorable. Exhibitors should offer a giveaway because: 1. Brand awareness 2. It will bring attendees to your booth 3. It promotes attendee engagement with you and your team directly 4. Everyone likes free stuff.

What you spend on a giveaway is tricky, but a branded giveaway that can also be used all year long is a cost-effective giveaway. Get with a promotional company to get quotes on different products and then decide. Everyday

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Learn how to successfully execute the HAA Education Conference and Expo this year in a Q&A with two expo veterans.

By

MORGAN TAYLOR, ABODE Writer/Editor

giveaways are perfect, such as good pens, a computer mouse, sticky notepads, chargers, mirrors and bags.

Rohani: Giveaways should be purposeful. You need to ask yourself, what can I give-a-way that people will remember me by? Sounds simple, right? Well, it might be harder than you think if you don’t prepare in advance. Giveaways are sensitive because most take time to set up, process and deliver, so you want to get a head start. Think practicality, uniqueness and value. Ultimately, the reason for your giveaway and what can you offer as a supplier partner differentiate you from your competition. It doesn’t necessarily have to be expensive, you can instead create an experience for the three to five minutes your customer(s) will spend at your booth. Instead of offering a lot of small giveaways, giveaway one medium-sized product, which helps to create more excitement. Build a fun game, contest or visual around it to make it fun and memorable. Plus, you can use social media as a clever strategy to create more excitement and expose your brand to a wider audience.

What should suppliers do the week before expo?

Rohani: Make sure everyone is on the same page with the details: show times, where to park, hotel reservations, what to wear, who will be going and who will be doing what.

These are all things, but with a little communication, help goes a long way. Create a checklist and make sure you have everything you need on hand. Set it aside so it’s all in one place when it’s time for exhibitor move-in. Know move-in and move-out hours. (There is nothing worse than rushing before the show and starting the expo sweating profusely.)

Be prepared and take the time to communicate with your team and organize yourself.

At the expo: Who should I network with?

Scott: You should network with other suppliers, current clients, potential clients and anyone who smiles at you.

Your team should not hang out with each other (their comfortable circle) the entire event. Tip: Require your team to bring back a certain number of new business cards.

Rohani: Deciding who your target audience is will help you better engage with qualified leads. Understand the attendee badge coloring system. There are different colors for different positions within property management from leadership to support staff. Most importantly, understand

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what it is you want to talk about. Mentally organizing yourself is key, having a thought-out plan will keep you focused and help build the right connections.

Tip: Don’t hard sell at expo! This is not the place. Focus on cultivating new relationships and current clients.

What are some tips on networking etiquette and proper body language?

Scott: Smile and shake everyone’s hand. Talk to attendees about the show, their day, their week, the weather, ask about their likes. Once you feel them out, give them a business card or ask for one of theirs if it’s appropriate in your conversation with them. Do not hard sell at the expo, get to know the client by asking questions. Do your research and don’t assume. Lastly, if competition comes up, avoid bashing and talk about the positives ways your company is different and what benefits you bring to the table.

Rohani: Bring out your best to the show. To get the most out of your experience here are a few do’s and don’ts: • Do make eye contact and listen • Do have your business cards • Do be respectful of people’s time • Do introduce yourself and refer to people by their names • Don’t talk or text on your phone • Don’t talk negatively about others • Don’t stay seated in a corner of your booth or leave your booth unattended • Don’t eat or drink at your booth Your respect for others shows, so be sure to do your part in maintaining the proper etiquette to develop the trust and confidence needed in establishing the relationship.

How can suppliers introduce themselves to attendees?

Scott: Walk up to the person with a smile and shake their hand. Tip: Say something like, “Hi, Jackie, just wanted to put a name/email to a smiling face. My name is Kimberly Scott and I am with Reliant.” Then, if you have a question, ask, or talk to about them, get to know them and do not talk about yourself.

Rohani: Think about how you can drive your audience into your booth organically. Don’t try aggressive tactics, / See Exhibit, Page 89

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Management Companies Suppliers Products & Services

2019

HOUSTON APARTMENT ASSOCIATION

DIRECTORY & BUYER’S GUIDE

Search online for Property and Address listings. Go to:

www.haaonline.org/directory Searchable by zip, street address and more!

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On the Scene Photos by MORGAN TAYLOR, HAA Staff HAA Mental Health Symposium Thursday, March 31 at the HAF Dinerstein Reed Prokop Education Center Sponsored by 1 ApartmentData.com and Ideal Towing HAA members learned from experienced mental health professionals, their fellow members and HAA General Counsel Howard Bookstaff at the first ever Houston Apartment Association Mental Health Symposium. This day-long program offered a deep dive into the legal and societal ramifications of today’s world as it relates to the mental health of multifamily professionals and residents. Attendees also walked away with tools and resources for managing their own self-care.

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On the Scene Photos by MORGAN TAYLOR, HAA Staff HAA Mental Health Symposium

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JUNE CAS: Supplier Success Monday, June 3 10 a.m. to 3 p.m.

Program fee: $695 Class participants will learn the economic impact of the multifamily housing industry along with the understanding the types of ownership, management and financing. Learn how to identify decision makers and how to utilize resources, timing and opportunities to boost your success.

Introduction to Microsoft Excel Wednesday, June 5 8:30 a.m. to noon Program fee: $75 Learn to conquer your fear of the spreadsheet! This great-forbeginners course offers a detailed look into this multi-faceted, often daunting program.

HAA NEXT Professional Development Breakfast Friday, June 7 8 a.m. to 10 a.m.

Program fee: $10 Sponsored by ICONstrux Design + Build This niche group within HAA is dedicated to the networking and professional development needs of HAA members 40 and younger. Network with your peers

at this low-cost breakfast and grow your career together among the next generation of HAA leadership. This month's topic is to be announced.

EDUCATION OUTREACH: Baytown Legal Seminar: Baytown Tuesday, June 11 8:30 a.m. to noon Location TBA Program fee: $65 prior to June 9; $80 onsite Sponsored by Brook Furniture and The Liberty Group Join HAA Legal Counsel Howard Bookstaff and your fellow HAA members for our Outlying Legal Seminar. This seminar fulfills the NAA Continuing Education Course requirement of fair housing training required of all CAM, CAPS, NALP and CAMT credentials. This course is worth three CEC credits. Topics include: Fair housing, evictions and a legislative update. Register at www.haaonline.org/2019legal seminar Leasing 101 (Day and a half) Tuesday, June 11 8:30 a.m. to 4 p.m.

An in-depth introduction to the apartment industry for new leasing professionals as well as those individuals looking to learn more about the industry as a career. This one-day program covers topics including: greeting and qualifying the customer; executing the lease contract; overcoming objections and

closing techniques; an overview of Fair Housing and more.

Students who complete the course will receive a certificate, as well as a listing of placement agencies and management companies that are members of HAA. If you are not working for a member company of HAA, download the registration form at http://www.haaonline.org /images/programs/pdf/leasing101 _2018.pdf.

Avenues: Supplier Circle – Session 2 “You’re Here … You’re There … You Can’t be Everywhere! Dealing with Distraction in a Distractible World” with Lori Snider Monday, June 17 8:30 a.m. to noon Program fee: $50 Learn how to deal with the distractions in your day-to-day world by focusing on prioritization and understanding the importance of timing. Take away 10 steps to improve your productivity and sanity.

See Page 22 for more information.

Industry Math Tuesday, June 18 8:30 a.m. to noon Program fee: $99 Sponsored by Brook Furniture Rental A new curriculum authored by the National Apartment Association, this half-day workshop is an excellent opportunity to sharpen your

mathematical skills in preparation for attending any of the credential programs. From calculating percentages, to converting fractions (remember those?) and understanding averages and more, this is your chance to “go back to school” in a relaxed and low-stakes environment. Learn how various mathematical calculations influence operations and get introduced to the more advanced concepts you’ll need to know to advance in your industry career.

Introduction to Microsoft Excel Wednesday, June 19 8:30 a.m. to noon Program fee: $75 Learn to conquer your fear of the spreadsheet! This great-forbeginners course offers a detailed look into this multifaceted, often daunting program.

ACES June Luncheon Friday, June 21 11:30 a.m. to 1:30 p.m.

Program fee: $55 Sponsored by Prime Texas Metal Roofs and Texscape Services Please note that this program is open only to executives in property management (owners, presidents, regionals, supervisors, marketing/training directors, etc.).

Eligible attendees to ACES luncheons are permitted to invite any of their staff to the programs, provided the registration also includes at least one person at the supervisor level or above.

No credit card or HAA login?

No problem!

We do not accept registrations over the phone. However, if you do not have access to a credit card, just use our “Express Registration” page (no login required) at www.haaonline.org/expressregistration.

This simple form generates an email to us with your registration request. This is a binding transaction, and all cancellation policies still apply. NOTE: For your own individual HAA login ID and password, please email us at ebreg@haaonline.org.

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On the Scene with the HAAPAC 1

HAAPAC Luncheon Tuesday, March 26 at the HAF Dinerstein Reed Prokop Education Center Sponsored by 1 Texscape Services The March HAA Political Action Committee luncheon featured speaker Amy Peck, Candidate for Houston City Council – District A.

WE’RE ALL ABOUT BETTER GOVERNMENT Threats from government are coming at the apartment industry at a rapid pace. The HAAPAC, the political action committee of the Houston Apartment Association, needs your help to fight bad legislation. HAA members can participate in the PAC on several levels. 2019 registration forms are now available! To join, renew or learn how to become involved with the PAC, see online at www.haaonline.org/haapac or contact apatel@haaonline.org.

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Welcome Mat

Introducing HAA’s NEW MEMBERS

OWNERS Bello Rayle Investments David Rayle 594 Sawdust Road #347 The Woodlands, TX 77380 281-512-0956 Semands Townhomes BlackHawk Ventures Latisha Klentz 8787 Shenandoah Park Drive Shenandoah, TX 77385 936-321-8787 Park at Woodmoor/Broadway Hampton Court

BPX Holdings LLC Pauline Chomba 3118 FM 528 #344 Webster, TX 77598 281-545-7411 Raystone Apartment Homes

Mark & Nicole Early Mark Early 816 E Green Belt Drive Sugar Land, TX 77498 281-313-5920 Referred by Joe Flanigan

Sandpiper Management LLC Shelly Newman P.O. Box 736 Matagorda, TX 77457 940-453-9976 Sandpiper Apartments

Talent Management LLC Andrew Heber 16127 Castlegrove Court Tomball, TX 77377 765-414-8054 La Casita Homes II Referred by Randa Dick

SUPPLIERS

Accel Carpet Services Omar Hernandez 10934 Woodwind Shadows Drive Cypress, TX 77433 832-588-7350 Air Duct Cleaning, Carpet Cleaning Referred by Vivian Huang

Action Towing Inc Billie Vance Sr 827 W. League City Parkway League City, TX 77573-6301 281-338-2036 Towing Service, Wrecker Service

Beyond General Construction LLC Patricia Garcia 1008 Shaver St. Pasadena, TX 77506 713-920-1777 General Contractors, TurnkeyComplete Referred by Fernando Gomez Bond Restoration Inc Scott Kupferberg 4808 Gibson St. Houston, TX 77007 713-457-5555 Construction Mgmt-Consultants, General Contractors Referred by Terri Clifton Builders Direct Depot Chung Khuong 7830 Westglen Drive Houston, TX 77063 832-384-7272 Appliances - Dealers, Cabinets, Millwork, Stone, Stone - Granite/ Natural, Tile - non-ceramic, Vinyl Flooring

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Find Me A Vendor Aaron Potier 13504 Schroeder Road #4312 Houston, TX 77070 281-630-1875 Advertising-Directory & Guide, Marketing Consultants & Services Referred by Aaron Potier Frame My Mirror Caley Crawford 4062 Peachtree Road NE #A Atlanta, GA 30319 800-331-6414 Bath - Equipment & Supplies, Mirrors, Mirror Framing Kits Garbage Pros LLC Garbage Pros LLC 7676 Hillmont St. #2902 Houston, TX 77040 832-867-9370 Trash Containers, Trash Service Valet Referred by Terri Clifton

Gulf Coast Flooring & Services David Dresner 9703 Plainfield Houston, TX 77036 713-666-9704 Carpet Installation, Concrete Stain & Sealer Materials, Floor Laying, Refinishing & Resurfacing, Granite, Tile Installation, Vinyl Flooring Referred by Kristin McLaughlin, CASE

Certa Pro Painters of League City Diana Burney 2925 Gulf Frwy S. #239 Liberty, TX 77575 281-724-9569 Drywall Contractors, Painting Contractors Referred by Codi Stepanski

Harding & Carbone Inc Michael Guardiola 1235 North Loop W. # 205 Houston, TX 77008 713-664-1215 Tax Consultants-Ad Valorem, Taxes - Consultants & Representatives

Champion Security Agency LLC Rick Flakes P.O. Box 680203 Houston, TX 77268 281-440-1916 Security Guard/Patrol Service, Private Investigators

Ledtech Mahendi Thobhani 7119 S.W. Freeway Houston, TX 77074 713-270-4500 Lighting Consultants, Lighting Fixtures & Supplies

ALL SUPPLIER MEMBERS are listed online at haabuyersguide.com, searchable by product/service category or company name.

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Consolidated Communications Megan Olson 340 Oehlke Ave. Enderlin, ND 58027 701-809-2605 Cable Service, Internet Service Provider, Telecommunications Services, Telephone Companies, Video Products & Services

Madison Title Agency LLC Beck Miller 4801 Woodway Drive #250E Houston, TX 77056 713-300-8600 Title Companies McElvy Media Group Corey Turner 2020 N. Loop W. #220 Houston, TX 77018 713-454-7909 Advertising-Newspaper, Newspapers PM Workforce LLC PM Workforce LLC 10497 Town & Country Way #710 Houston, TX 77024 832-699-2378 Temporary Personnel, Personnel Agency Select Choice Security Services LLC Latasha M. Saylor 430 Highway 6 #213 Houston, TX 77079 713-783-1283 Safety Consultants, Security Guard/Patrol Service Structure Roof & Wall Solutions Brittany Thacker 19511 Wied Road #A Spring, TX 77388 832-663-5225 Cleaning Systems - Pressure, Roofing Contractors Referred by Terri Clifton Total Renovation Services Inc John Lawrence 17711 E. Stack Drive Spring, TX 77379-5215 281-257-0233 Building Materials, Chat Service, Concrete Contractors, Lighting Fixtures & Supplies, Masonry Contractor, Remodeling & RepairBuilding Contractors, TurnkeyComplete Referred by Joseph Rodriguez Woodlands Water Restoration A.G. Booker 25275 Budde Road #20 Spring, TX 77380 281-795-5736 Disaster Recovery/Relief, Fire/ Water Damage Restoration, Mold Remediation I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job done or get it right, I’m satisfied with that. I don’t need recognition. As long as my resident and my management and the owner are happy, I’m happy. It was a good experience, though, feeling that way. I didn’t know that someone was watching!”

I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job done or get it right, I’m satisfied with that. I don’t need recognition. As long as my resident and my management and the owner are happy, I’m happy. It was a good experience, though, feeling that way. I didn’t know that someone was watching!”

I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job done or get it right, I’m satisfied with that. I don’t need recognition. As long as my resident and my management and the owner are happy, I’m happy. It was a good experience, though, feeling that way. I didn’t know that someone was watching!”

I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job done or get it right, I’m satisfied with that. I don’t need recognition. As long as my resident and my management and the owner are happy, I’m happy. It was a good experience, though, feeling that way. I didn’t know that someone was watching!”

I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job done or get it right, I’m satisfied with that. I don’t need recognition. As long as my resident and my management and the owner are happy, I’m happy. It was a good experience, though, feeling that way. I didn’t know that someone was watching!”

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The Go-Getters HAA’s MEMBERSHIP RECRUITERS

GO-GETTERS CELEBRATE Recruit for HAA and become part of the Go-Getter Club.

Mark your calendars! Recruit all year long!

Go-Getter meetings are quarterly: June 19 • September 25 • December 4 at Cadillac Bar & Grill, 1802 Shepherd Drive, 77007.

Visit www.haaonline.org/gogetters for details

Join our Quarterly Meetings!

Be the top recruiter for each quarter and win one of four fabulous prizes!

1st Quarter: 2-nights at the Hotel San Luis 2nd Quarter: Portal Package from Facebook 3rd Quarter: Ring Doorbell 4th Quarter: $500 Holiday Cash Plus, for each new member you recruit, you’ll earn a chance to win gift cards ranging from $25 to $250!

JOIN A TEAM and build relationships with like-minded members.

Get involved with Go-Getters and make lasting industry connections.

Visit www.haaonline.org/gogetters to get all the information you need.

HONORARY LIFE MEMBERS Members who have recruited more than 100 companies Claude Arnold Monette Reynolds Kenn Brown Sherry Stevenson Tina Cavaco Kirk Tate Kevin Fenn Suan Tinsley Diane Gilbert Sonny Unverzagt Anita Harrison Del Walmsley Dwayne Henson Nancé Wells Mike Koch H.P. Paul Young Merry Mount Jeanne Marie Zublin Dicks

THE GO-GETTERS ARE THE BACKBONE of the Houston Apartment Association. By recruiting new members, the Go-Getter Club helps both new management and supplier companies and the association grow for the future.

To join the club and get going on recruitment, see online at www.haaonline.org or contact Amanda and Kaylon in the Membership Department at members@haaonline.org.

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1. Top Team of the quarter for recruiting, The Better Getters, with 16 new members.. A total of 36 new members were recruited this quarter. 2. Top Recruiter of the quarter Aaron Potier with nine recruits.

3. Event co-sponsors Hire Priority Staffing & Executive Search and 4. Target Restoration Services

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The Ambassador ONE Society HAA’s WELCOMING COMMITTEE

MUD BUGS AND MINGLING

The Ambassadors host HAA Board members and management professionals for a Rajun Cajun Crawfish Boil.

THE AMBASSADOR ONE SOCIETY is an organized network exchange that helps supplier partners build their business contacts within HAA. It’s the perfect way for new suppliers to get started with the association. Group members share leads, make introductions and support HAA and its members. For details, attend an orientation and one of the meetings listed here, or contact Amanda in the Membership Department at 713-595-0316, or email asherbondy@haaonline.org.

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Booth #336

$

prop news pg 82,84.qxp_Layout 1 4/18/19 11:25 AM Page 1

Portfolio Changes The following owner/management companies have added the listed properties to their portfolios: • Adara Communities: Legacy Park Apartments, 304 units at 10801 Legacy Park Drive.

• Adora Group: Braes Hollow, 254 units at 8701 S. Braeswood Blvd.

• Allied Orion Group: Provision at West Bellfort, 116 units at 13701 W. Bellfort St. in Sugar Land and Gala at Four Corners, 90 units at 15010 Old Richmond Road in Sugar Land.

• American Landmark: Aspire at 610, 282 units at 8900 Lakes at 610 Drive.

• Asset Plus Corporation: Vanderbilt Apartments, 288 units at 101 Hackberry St. in Clute; Villages of Lake Jackson, 174 units at 504 Highway 332 in Lake Jackson; Aria at Rollingbrook, 240 units at 1700 Rollingbrook Drive in Baytown.

• Bello Rayle Investments: Semands Townhomes, 6 units at 407-417 W. Semands St. in Conroe.

• Better World Properties LLC – Sumar: La Vida at Spring, 372 units at 16112 North Freeway.

• BPX Holdings LLC: Raystone Apartment Homes, 12 units at 2604 Avenue K in Bay City.

• Creative Property Management: La Bella Vista Apartments, 153 units at 3600 S. Shaver Street S.; Collingwood Gardens Apartments, 197 units at 838 Greens Road; Hidden Pines Apartments, 46 units at 7611 Jalna St.; Braeswood Plaza Apartments, 66 units at 5430 Birdwood Road; Redstone Apartments, 66 units at 5401 Werner St.

• Cypressbrook Multifamily Management LP: Hunters Cove, 330 units at 1901 Palm Village Blvd. in Bay City.

• Galilee Equity Management LLC: Angelton Townhomes, 6 units at 200210 E. Ash St. in Angleton.

• Haven Assets #1 LLC: Rios De Vida, 28 units at 21403 Timber Ridge Drive in Magnolia and Hershe Street Apartments, 24 units at 5312 & 5314 Hershe.

• Latitude Capital Management: 1500 S. 3rd St., 10 units at 1500 S. 3rd St. in Conroe.

• Lurin Property Management: Monte Carlo, 593 units at 10950 Briar Forest Drive.

• Marquis Management Company: Cullen Park Apartments, 240 units at 4700 Wenda St. • Portico Property Management: Limestone Apartments, 438 units at 14723 W. Oaks Plaza Drive.

• Sandpiper Management LLC: Sandpiper Apartments, 16 units at 1005 Burton in Matagorda.

• Talent Management LLC: La Casita Homes II, 32 units at 3357 & 3359 Frick Road.

• Vidalta Property Management: Champions Park Apartments, 246 units at 13050 Champions Park Drive and Champions Centre Apartments, 192 units at 13222 Champions Centre Drive.

• William Dalton: Willowbend Apartments, 33 units at 1910 Willowbend in Conroe.

• Worthwhile Capital: Pine Village Apartments, 24 units at 9733 Neuens.

PSC Supplier Education Program Sponsored by the HAA Product Service Council

The Product Service Council presents programs annually to help new supplier companies and new representatives to companies gain a better understanding of the opportunities available in the multifamily industry and HAA. The council is available to speak with any new member.

Guest Speaker: Joshua M. Evans Joshua M. Evans will be sharing his insight on building relationships.

He has worked with 100s of companies from global firms to small businesses including Hilton, ReMax, ConocoPhillips, Sheraton, and The University of Houston. With 10+ years of sales experience, Josh marries his experience, knowledge and passion to help people enjoy and engage in work again. The program is free of charge so do not miss out!

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Thursday, June 6 2 p.m. to 2:30 p.m. – Registration/ Meet & Greet 2:30 p.m. to 4 p.m. – Program Houston Apartment Association HAF Training Center 4810 Westway Park Blvd. off Clay Road and Beltway 8

FREE for Supplier Members Register online at www.haaonline.org/supplierprogram

www.haaonline.org

rcr pg 83.qxp_Layout 1 4/18/19 9:12 AM Page 1

Rental Credit Reporting provides Houston’s

apartment industry with the most effective rental credit reporting tool available.

RCR gives your leasing staff immediate access to information about which prospects have fulfilled their leases and who have been residents in good standing. RCR also tells you who hasn’t paid rent, who has broken leases and who has received their deposit refund.

Rental Credit Reporting (RCR) was established in 1977 to solve screening problems the Houston Apartment Association founders felt plagued the local apartment industry. RCR has unsurpassed data on resident rental histories in the Houston region. The Houston Apartment Association and CoreLogic are partnered to expand RCR and include the following searches in one bundled report with immediate and unlimited inquiry access.

National Landlord-Tenant Data – Searches more than 34 million landlord-tenant court records including filings, judgments and liens. Local resident rental history including evictions, amount owed at move-out, broken lease information, NSF checks, deposit disposition.

Texas Criminal Data – Instant delivery of available felony and misdemeanor records from Texas statewide and 18+ supplemental counties including Harris, Montgomery and Fort Bend.

Terrorist Check – Automated search tool that identifies known or suspected terrorists and fugitives from various data sources, including the FBI, other federal agencies as well as state and local law enforcement agencies.

Sex Offender Search – Instantly informs your staff if a prospective or current resident is a registered sex offender.

Move-in/Move-out Entry – Submit your property’s rental history data online through RCR's familiar and easy-to-use tools.

Eviction Entry – Protect yourself and other properties by registering your evictions with RCR. Inquiry History – Know where else your applicant is applying.

Quick and Easy – Information is entered into an easy-to-use Web application and a decision is delivered instantly.

Cost Effective – Automated decisions save your staff time.

Immediate Access – Inquiries concerning prospective residents can be made online, 24/7.

Monthly Activity Report – No need to guess if you’re getting what you are paying for – each owner/management company can access a monthly report showing their properties system use.

Subscribe Today – For approximately 32 cents per unit per month, RCR can help make sure you know just who your prospective residents are. * For properties 49 units or less, you have unlimited inquiries for $10 per month.

e at th s u ring e see Com ooth du o!

B HAA HAA Exp the

a service of

in partnership with

To subscribe or to learn more, call RCR at 713-595-0300, email rcr@haaonline.org or visit www.haaonline.org.

prop news pg 82,84.qxp_Layout 1 4/18/19 11:26 AM Page 2

In the News

Wall

Congratulations to Richard Wall, Mosaic Residential, for his selection as the 2019 Texas Apartment Association Rita Kirby Regional Manager of the Year Award winner.

SentriForce is excited to announce Paul Garcia as its new account manager for the Houston area.

Garcia

Brandon Coleman, NALP, CAM, CAPS, joins Point Reyes Residential.

Coleman

Dang

John Dang, CAM, CAPS, is now with Capstone Real Estate as a regional manager.

Pavement Services Corporation is pleased to welcome Kevin Fenn, CAS, to its Houston division as senior project manager.

Liz Berglund, CAS, has joined Outdoor Elements.

Asset Plus Companies and Asset Campus Housing has a new brand and a new name – Asset Living – that better reflects where the company has been, where it is going, and why its clients continue to turn to it when looking for a third-party Berglund management company.

“Our new name, Asset Living, encompasses everything about who we are and where we are going,” said Ryan McGrath, Chief Executive Officer of Asset Living. “The name reflects how the properties we manage serve residents through all of their stages of life—from student housing to multi-family communities to senior living centers.”

Fenn

Allied Orion Group acquires its first property, Ashford Apartments, in more than 19 years as part of its growth plan.

Have something to report from your company or for yourself?

Email us your news at comm@haaonline.org.

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Boardwalk Lofts, the first phase of Sueba USA’s suburban mixed-use product located near the Katy Mills mall, broke ground in early March.

www.haaonline.org

law pg 11,12,85.qxp_Layout 1 4/18/19 10:37 AM Page 3

Law, continued from Page 12 9. Deal with complaints from other residents about your corporate housing program.

Other residents would love to sublet their unit to bring in some extra money when they are out of town. There are a number of social media sites that are happy to help! When you tell residents they can’t because it violates their lease, they may bring up the fact that you are regularly allowing your corporate housing providers to sublease. How is that fair?

Paragraph 30.1 of the TAA lease provides that replacing a resident, subletting, licensing or assigning a resident’s rights is allowed only when the owner has consented in writing. Owners would have the right to consent to subletting if the owner determines that it is in the owner’s best interest to do so. As long as the owner does not provide or decline its consent on a discriminatory basis, the owner may do what it considers to be in its best business interest.

If you have a corporate housing program, you may invariably be faced with questions from other residents upset that they see units being occupied on a temporary basis. You should be prepared to respond to those residents by indicating that some units may be involved in a corporate housing program, but that does not require you to open your entire property up to temporary housing.

10. If you lease more than one unit to a corporate entity, you may want to take some precautions.

You may want to consider a number of issues when entering into a corporate housing agreement for multiple units at your property. Should you require additional insurance from what is required from individual residents? Will the corporate housing provider indemnify you from all claims or damages relating to or arising out of the conduct of occupants? Will there be restrictions on the corporate housing provider’s ability to terminate leases? You may not want to have more than a certain number of leases being able to be terminated in any one month. You also may want to consider a cross default provision which would provide that a default under one lease would be considered a default under all leases. This may give you more leverage when negotiating a resolution to a default.

Corporate housing can be rewarding, but also may be complicated. By taking a few simple steps at the beginning of the arrangement, you will be better prepared to avoid unnecessary problems.

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On the Scene with the HAAPAC NAA Advocate Conference Tuesday, March 5 through Friday, March 8 in Washington DC HAA visited 12 members of Congress, including three new members from Houston for the National Apartment Association day on the hill advocating on behalf of the apartment industry. Houston showed up big with 26 members. This year's legislative priorities center around housing affordability, including: Transforming the Section 8 Housing Choice Voucher Program to maximize its impact for residents and increase participation by private owners; removing barriers to new housing creation through infrastructure incentives for local governments; and protecting existing rental housing stock through reforming and reauthorization of the National Flood Insurance Program.

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Connections, continued from Page 49 4. Date Your Residents.

I don’t mean literally date your residents, just don’t stop courting them once they become a resident. Apply the same wooing fundamentals you used when they were a prospective resident to establish a longterm resident relationship. Be keen to the things that are important to them, be thoughtful, be kind and take pride in providing an experience that is superior to your competitors.

You don’t need a brand-new apartment community, an extensive list of amenities or a big budget to provide your customers what they really want – a connection that is both meaningful and memorable. If you accomplish that, you’ll create loyalty through emotional branding that rises above the tide and stands the test of time.

Marla Posey, CPM is the founder and Chief Executive Officer of SPARK Multifamily Learning + Consulting and the host of SPARKed TV, a weekly learning production focused exclusively on the multifamily industry. She is a respected national speaker, author, NAAEI Faculty Member and a regular contributor to national and regional industry publications. She believes in exciting innovation, modern ideas and technology-driven education, and has built the SPARK Multifamily brands around these core elements. Posey will be speaking at the HAA Education Conference & Expo.

Don’t miss her session titled “Productivity Powerhouse: Seven Hacks to Accomplishing More in Less Time” held in Room 204 at the NRG Center, Hall C.

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On Site with ABODE

Photos by MORGAN TAYLOR, HAA Staff

2100 WOODHEAD A chic community in an eclectic neighborhood.

Property: 2100 Woodhead Owner/Management: Woodhead Residential LLC/Q10 Property Advisors Location: 2100 Woodhead St. Units: 14 Built: 1964, rennovated 2015 Web: www.2100woodhead.com Interesting features: This chic community sits on the corner of Woodhead and Indiana Street in the center of Montrose, Houston’s most eclectic neighborhood.

In Montrose fashion, this boutique apartment features 18 studios and one-bedroom apartment homes. Renovated in 2015, each apartment home features contemporary designer cabinetry, quartz countertops, up-to-date and energy efficient stainless-steel appliances, dishwashers, wood-style flooring, washer and dryers in each apartment home and more. Select apartment homes even have a patio or balcony. Unlike many Montrose communities of this size, both cats and dogs are welcomed, and you will find many residents of the area walking their pets all through the day in this neighborhood.

For the neighborhood and its class, 2100 Woodhead has a lot to offer its residents, and the management team at 2100 Woodhead strives to build a community of camaraderie with monthly resident events. The most recent resident event was a paint party and upcoming is a community barbecue.

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I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job done or get it right, I’m satisfied with that. I don’t need recognition. As long as my resident and my management and the owner are happy, I’m happy. It was a good experience, though, feeling that way. I didn’t know that someone was watching!”

I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job done or get it right, I’m satisfied with that. I don’t need recognition. As long as my resident and my management and the owner are happy, I’m happy. It was a good experience, though, feeling that way. I didn’t know that someone was watching!”

I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job done or get it right, I’m satisfied with that. I don’t need recognition. As long as my resident and my management and the owner are happy, I’m happy. It was a good experience, though, feeling that way. I didn’t know that someone was watching!”

www.haaonline.org

I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job done or get it right, I’m satisfied with that. I don’t need recognition. As long as my resident and my management and the owner are happy, I’m happy. It was a

I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job done or get it right, I’m satisfied with that. I don’t need recognition. As long as my resident and my management and the owner are happy, I’m happy. It was a

expo q and a pg 60,61,89.qxp_Layout 1 4/18/19 11:17 AM Page 3

Exhibit, continued from Page 61 rather focus on methods to make yourself stand out to where the attendees walk up to you out of shear curiosity, which then triggers the opportunity for engagement. Referring to people by their names with a smile also goes a long way. None of the above? Well, then think back to when we discussed giveaways or comfy chairs. Find a way to drive your audience in to spark conversations and start the path to new relationships.

What should exhibitors do right before an attendee leaves their booth?

Scott: If an attendee requested information in conversation, ask them when the best time to follow up would be or where you can send that information to. Then do it.

Rohani: Before an attendee leaves your booth, make sure you get their contact information and don’t forget to follow-up. You can go traditional and get their business cards or you can use apps that will scan and store their business cards or badge information. My favorite apps for this are CamCard or EverNote. Just in case they don’t have their business cards on them, be sure to have a notepad or digital device to store their details for later.

www.haaonline.org

Make sure they have participated in your giveaway or contest!

What are some tips on breakdown?

Scott: Don’t break down early and make sure your entire team helps breakdown together. If you can afford it, pay for breakdown onsite, so you and your team can leave. What is your time worth?

Rohani: Don’t breakdown early. It’s unprofessional and portrays the image of disengagement. Stay after the show. You never know, you might even catch a customer or two hanging out after the show. If you do, take advantage of the opportunity to visit with them without any distractions.

come up with a plan of action to move forward on the generated leads. Don’t forget to post or announce your contest or giveaway winners.

Again, social media is a great tool for this that will continue the expo excitement for a few more days after the show.

Visit http://www.haaexpo.org/documents/ exhibitors/6-Expo-Tips.pdf for a full list of expo tips courtesy of the HAA Membership and Marketing Department. You can find general information about the expo at www.haaexpo.org.

education conference &

What should exhibitors do when the expo ends?

Scott: Follow up, follow up, follow up. Post photos on social media channels based on the audience and in context to the channel.

Set a debriefing meeting with your team and create a plan for newsletters or emails.

Rohani: Follow-ups are important, but setting the best time to send your follow-ups is just as important. Do a debriefing with your team and

may 16 #haaexpo2019 #haaradiate www.haaexpo.org

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ad index pg 90.qxp_Ad Index pg 74 4/18/19 11:37 AM Page 1

Index of Advertisers By CATEGORY A/C Supplies

Glass – Plate, Window, Etc.

Roofing Contractors

Century A/C Supply . . . . . . . . . . . . . . . . . . . . . . . . . .43 281-530-2859 . . . . . . . . . . . . . . . . . .www.centuryac.com

Ameristar Screen and Glass . . . . . . . . . . . . . . . . . .17 713-683-6767 . . . . . . . . . . . . .www.ameristarglass.com

Horisons Roof & Exterior Solutions . . . . . . . . . .73 713-782-7663 . . . . . . . . . . . . . . . . .www.horisonsllc.com

Answering Service

Insurance

Security Control Equipment/Systems

Apartment Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84 800-583-7769 . . . . . . . . . .www.apartmentlines.com

Harco Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87 713-681-2500 . . . . . . . . . . . . . . . . . . .www.harco-ins.com

SentriForce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50-51 888-671-2202 . . . . . . . . . . . . . . . . .www.sentriforce.com

On Hold USA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21 800-755-4142 . . . . . . . . . . . . . . . . .www.onholdusa.com

Landscape Contractors

Trash Hauling

Careers

La Salle Landscaping . . . . . . . . . . . . . . . . . . . . . . . . .67 713-657-0875 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Waste Management . . . . . . . . . . . . . . . . . . . . . . . . .84 713-354-5230 . . . . . . . . . . . . . . . . .www.thinkgreen.com

Landmark Management . . . . . . . . . . . . . . . . . . . . .89 713-855-3814 . . . . . . . . . . . . . . . . . . . . .www.LMhomes.net

Outdoor Elements . . . . . . . . . . . . . . . . . . . . . . . . . . .59 713-955-0990 . . . . . .www.outdoorelementstx.com Texscape Services . . . . . . . . . . . . . . . . . . . . . . . . . . . .39 281-846-3779 . . . . . . . . . .www.texscapeservices.com

Carpet Installation Dixie Carpet Installations . . . . . . . . . . . . . . . . . . . .46 281-261-6334 . . . . . . . . . . . . . . . . .www.dixiecarpet.com

Laundry Equipment & Supplies Scott Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69 713-686-7268 . . . . . . . . .www.scott-equipment.com

Collection Agencies Alexander-Rose Associates Inc. . . . . . . . . . . . . . .87 713-644-4441 . . . . . . . . . . .www.alexanderrose-inc.com

Towing Companies Ideal Towing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71 281-787-1401 . . . . . . . . . . . . . . . . . .www.idealtowing.net HAA Products & Services Rental Credit Reporting . . . . . . . . . . . . . . . . . . . . . .83 713-595-0330 . . . . . . . . . . . . . . . . . . . .www.haaonline.org

WASH Multifamily Laundry Systems . . . . . . . . . .5 281-967-9507 . . . . . . . . . . . . . .www.washlaundry.com Locks & Locksmiths

Electric Contractors Affordable Quality Electric . . . . . . . . . . . . . . . . . . .13 713-695-5992 . . . . . . . . . . . . . . . . .www.acuityelectric.com Brandt Electrical A/C & Heating Services . . . .35 281-693-3383 . . . . . . . . . . .www.brandtelectrical.com

Energy Providers Ambit Energy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87 713-489-9365 . . . . . . . . . . . .www.bizenergysaver.com

CKI Wholesale Lock Supply . . . . . . . . . . . . . . . . . .26 713-462-0704 . . . . . . . . . . . . . . . . . . . . .www.ckilock.com Maintenance Supplies Johnstone Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . .63 713-803-6231 . . . . . . . . . .www.johnstonesupply.com Maintenance Supply Headquarters . . . . . . . . . .47 281-530-6300 . . . . . . . . . . . . . . . . . .www.supplyhq.com Movers

Foundation Repair

Ameritex Movers . . . . . . . . . . . . . . . . . . . . . . . . . . . .25 713-484-MOVE . . . . . . . . . .www.stressfreemove.com

Church Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 713-468-8400 . . .www.churchfoundationrepair.com Ram Jack Foundation Solutions . . . . . . . . . . . . .77 800-969-2255 . . . . . . . . . . . .www.ramjacksystems.com

Paving Contractors Pavement Services . . . . . . . . . . . . . . . . . . . . . . . . . . .54 281-758-8434 . . . . . . . . . . . . . . . . .www.nopothole.com

$

Conte t Advertisers listed in red are Featured Suppliers for the Expo “Elevate Your Winnings” Contest.

See Page 40 for details.

Furniture – Outdoor MPS Direct . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81 877-954-2002 . . . . . . . . . . . .www.mpsbuydirect.com Texacraft . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14 800-231-9790 . . . . . . . . . . . . . . . . . . .www.texacraft.com

Personnel Agency ASAP Personnel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84 972-432-6667 . . . . . . . . . . . . . . . . . . . . .www.asapdo.com

Plumbing Contractors General Contractors Camp Construction Services . . . . . . . .Back Cover 713-413-2267 . . . . . . . .www.campconstruction.com Cotton Commercial USA Inc. . . . . . . . . . . . . . . . . .10 877-900-8030 . . . . . . . . . . . . . . . . . .www.cottongds.com Crestmark Construction Services . . . . . . . . . . . . .1 713-426-6161 . . . . . . . . . . .www.crestmarkservices.com FSI Construction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15 832-767-1115 . . . . . . . . . . . . .www.fsiconstruction.com

AAA Plumbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 713-462-4753 . . . . . . . . . . . . . . . . . .www.aaaplumbers.com Best Plumbing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55 713-697-4400 . . . . . . . . . . . . . . . . .www.bestplumbing.net Swimming Pool Service Poolsure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85 800-858-POOL . . . . . . . . . . . . . . . . .www.poolsure.com

Gemstar Construction & Development . . . . . .23 281-821-1195 . . . . . .www.gemstarconstruction.com

Resident Screening Service

Guardian Construction . . . . . . . . . . . . . . . . . . . . . . .41 832-672-4196 . . . . . . . . . . . .www.guardianconst.com

CoreLogic Rental Property Solutions . . . . . . . . . . . . . . . . . . . . .Inside Front Cover 888-297-8821 . . . . . . . . . . . . . . . . . . .www.corelogic.com

MultiFamily Services . . . . . . . . . . . . . . . . . . . . . . . . .89 713-266-9100 RENCON . . . . . . . . . . . . . . . . . . . . . .Inside Back Cover 713-666-3636 . . . . . . . . . . . . . . . . . . . . . .www.rencon.com

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Resurfacing Perfect Surface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27 713-952-0202 . . . . . . . .www.perfectsurfaceinc.com

HAA reserves the right to reject any advertising if its content is inappropriate or inconsistent with HAA’s standards for publication or HAA’s business interests, in HAA’s sole opinion.

www.haaonline.org

Marketline pg 91.qxp_Layout 1 4/18/19 9:13 AM Page 1

MarketLine By BRUCE MCCLENNY, President, ApartmentData.com

HOUSTON

115.0 –

Snapshot 89.8% $1,027/mo. $1.16/sq.ft./mo.

883 sq.ft.

Past 12 Months: -0.5% rental rate growth 9,182 units absorbed

• • • •

– 90.0

– 89.0 100.0 – – 88.0

•

Recently Opened (12 months): 45 communities 10,215 units

110.0 – •

•

Under Construction: 61 communities 18,585 units

– 87.0 Mar 19

Feb 19

Jan 19

Dec 18

Nov 18

Oct 18

Sep 18

Jul 18

Aug 18

Jun 18

May 18

Apr 18

Mar 18

Feb 18

Jan 18

Dec 17

Oct 17

Nov 17

Sep 17

Aug 17

Jul 17

Jun 17

May 17

Apr 17

90.0 –

Proposed Construction: 97 communities 28,053 units

Occupancy (%)

Operating Supply: 2,778 communities 651,096 units

Rental Rate (¢/sq.ft./mo.)

Occupancy: Price: Rental Rate: Size:

• • • • • • • • • • • • • • • • • •

History of Effective Rental Rate & Occupancy for All Units

Hottest Submarkets Over the Past Three Months

Concessions

Annualized % of Market Rank Submarket Absorbed 1 Baytown 12.0% 2 Friendswood/Pearland East 9.0% 3 I-10 East/Woodforest/Channelview 10.4% 4 Energy Corridor/CityCentre/Briar Forest 7.9% 5 Hwy 288 South/Pearland West 12.7%

Rental Rate Growth % 2.4% 2.3% 1.9% 2.0% 1.4%

Total Units Class w/Concessions All 287,806 A 76,895 B 112,062 C 86,046 D 12,803

% of Total Units 44% 51% 44% 436% 29%

Average Special -3.2% -4.7% -2.5% -2.3% -1.5%

Citywide Effect -6.9% -8.8% -5.8% -5.5% -5.1%

One Month Free = -8.33%

THE FIRST TABLE ABOVE GIVES A SNAPSHOT of the current market conditions. The graph displays the overall occupancy and effective rental rates over the past 24 months. These statistics are derived from a continuous survey of all apartment communities in the Houston region. The effective rental rates are the calculated net of concessions and utility adjustments. The second table lists the five hottest submarkets in the Greater Houston area. There are a total of 42 submarkets, and the ranking is based on the best combination of rental rate growth and absorption over the past three months. The third table distributes and analyzes concessions (specials) by classification. Concessions generally are represented by three types of specials: move-in, months free or floor plans. The effect of these specials is captured and prorated over a lease term to arrive at a percentage reduction in market or street rents.

TEXAS

Dallas/Ft. Worth

San Antonio

Austin

Occupancy: Price: Rental Rate: Size:

Occupancy: Price: Rental Rate: Size:

Occupancy: Price: Rental Rate: Size:

91.3% $1,118/mo. $1.28/sq.ft./mo.

874 sq.ft.

90.2% $957/mo. $1.13/sq.ft./mo.

851 sq.ft.

91.5% $1,249/mo. $1.43¢/sq.ft./mo.

874 sq.ft.

Past 12 Months: 2.2% rental rate growth 21,180 units absorbed

Past 12 Months: 3.0% rental rate growth 6,696 units absorbed

Past 12 Months: 4.0% rental rate growth 11,129 units absorbed

Operating Supply: 3,073 communities 722,292 units

Operating Supply: 906 communities 191,941 units

Operating Supply: 981 communities 228,216 units

www.haaonline.org

ApartmentData.com has been providing apartment data and marketing products since 1986.

ApartmentData.com provides real-time access for property specific information, market surveys and historic submarket data for more than 3.5 million apartment units in Texas, Florida, Georgia, Arizona, North Carolina and Tennessee.

For more information, contact Bruce McClenny at 800-595-8730. © 2019 ApartmentData.com May 2019

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with News from around the COMMUNITY

Join the Houston Apartment Association to raise funds for Crimestoppers. The event returns to the Houston Sportsplex, 12631 South Main (just south of Post Oak).

Recruit and register your team today. Each team consists of three men and three women with an option of one male and one female alternate. Each team will compete in six field events, and team players must work for HAA member companies. The top three teams, based on scores for the field events, will be awarded medals after the final competition.

Friday, May 10 9 a.m. – Registration 10 a.m. – Tug of War/Kickoff 10:30 a.m. to 1 p.m. – Competition 1 p.m. – Lunch 1:30 p.m. – Medal Presentations Team of Six: $400 (includes lunch) $20 Spectator fee (includes lunch) Advance registration and payment are required. The deadline is Tuesday, May 7.

Register online at www.haaonline.org/sportschallenge. For more information, contact Susan at shinkley@haaonline.org.

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Thanks to our 2019 All Stars Sponsors: Apartments.com Corn Hole Games – all six team members will have six chances to throw the bag in the hole.

BG Staffing Giant Pong – all six team members will throw five large plastic balls into large trash can size containers.

HD Supply Football Toss – all six team members will throw five footballs at a stationary target.

Arbor Carpet Care Buddy Walk – all six team members will walk in unison 10 yards forwards and 10 yards backwards on a pair of wooden tracks with strap handles.

The Liberty Group Soccer Ball Blitz – all six team members will kick five soccer balls into a goal.

Hire Priority Basketball Shoot-Out – all six team members will shoot five basketball shots from various spots.

AAA Plumbers Tug of War – a competition between suppliers and property management players.

Apple Termite and Pest Control Lunch Sponsor Rasa Floors Wristband Sponsor Camp Construction Services Medals Sponsor CORT Furniture Rental Equipment Sponsor

www.haaonline.org

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Houston Apartment Association 4810 Westway Park Blvd.

Houston, Texas 77041

Return Service Requested

Booth

#539/541

$