2012 May AIM by louis kotsinis

May 2012

Connect with the Multi-Family Industry at NJAAâ&#x20AC;&#x2122;s Conference & Expo May 21 - 23 at the Atlantic City Convention Center

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Consulting Engineers

Table of Contents May 2012 n Issue 3 THE OFFICIAL PUBLICATION OF THE NEW JERSEY APARTMENT ASSOCIATION

F E A T U R E S

14 16 18 22

Customer Service

Customer Service is Dying And I’m Not Feeling So Good Myself

Road to Success

Use Your Intuition to Enhance Your Professional Success

Maintenance Mania

NJAA’s 4th Annual Maintenance Mania Showcases Skills of Maintenance Professionals from Across the State

2012 Conference & Expo

Keynotes & Awards Schedule Sponsorship Exhibitors Education Registration Forms

36 38 40 I N

6 7 8 10 11 12 21 45

Higher Learning

Protect Your Reputation: Lessons in Crisis Management

In the Courts

Cyberaccesibility: Making Your Website ADA Compliant

Tools of the Trade

Max Out Your Investment: Financing Energy Efficiency Retrofits

E V E R Y

EXECUTIVE DIRECTOR Jean Maddalon jean@njaa.com VP OF GOVERNMENT AFFAIRS Legislative Editor Conor G. Fennessy conor@njaa.com DIRECTOR OF COMMUNICATIONS Editor Christine Haber christine@njaa.com DIRECTOR OF REGULATORY AFFAIRS & RESEARCH Fast Facts Editor Nicholas Kikis nicholas@njaa.com ACCOUNTING & OFFICE MANAGER Eileen Corbett eileen@njaa.com EDUCATION COORDINATOR Jaclyn Olszewski jaclyn@njaa.com New Jersey Apartment Association - HQ 104 Interchange Plaza, Suite 201 Monroe Township, NJ 08831 Tel: (732) 992-0600 Fax: (609) 860-0060

I S S U E Directors & Officers President’s Message

Legislative Office 172 West State Street, Suite 304 Trenton, NJ 08608 Tel: (609) 393-5200 Fax: (609) 393-5222 www.njaa.com

New Members Members in the News Committee Corner Fast Facts PAC Contributors Education & Event Calendar

Cover photo by: Brad Hamilton, Brad Hamilton Photography Trademarks, name brands and other copyrighted items used in this publication are the property of the respective owners. AIM Advertising Contact Christine Haber at christine@njaa.com or 732-992-0603 for rates and deadlines.

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Utility Issues BPU/Submetering Real Estate Land Use Law Code Compliance COAH

Real Estate, Land Use and Alternative & Renewable Energy Law Archer & Greiner, P.C. is a full-service, regional law firm with more than 200 attorneys, a network of eight offices and a well-earned reputation for providing high-quality, results-driven legal services in a broad range of disciplines and industries. Archer & Greiner attorneys have been meeting the needs of Fortune 100 companies and small to medium-sized businesses for more than 80 years. The Real Estate and Land Use Groups at Archer & Greiner concentrate on the real estate and land use issues of the multi-family industry, builders, real estate developers, construction contractors, banks, and business owners in New Jersey, Pennsylvania, New York and Delaware. Our Alternative & Renewable Energy Group advises clients in all aspects of renewable energy projects, including: regulatory and permitting matters; real estate issues; land use approvals; corporate and financing matters, such as power purchase agreements and debt and equity financing; structuring of transactions to maximize tax benefits and other incentives; and local property tax assessment and exemption issues. To learn more about how our firm can assist you, contact NJAA Board Member, John D. Cranmer, Esquire, at 856.616.2686 or visit www.archerlaw.com.

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Directors & Officers 2012 Board of Directors Matt Adler, Adler Residential Michael Barry, Applied Development Company Michael Beirne, The Kamson Corporation Andrew Cohen, Rock Properties Joseph Collins, CALECO Vincent Comperatore, Comperatore Associates, Inc. George Cowden, Multi-Housing Depot by ARI Sue Dâ&#x20AC;&#x2122;Angiolillo Apartment Finder William Diggs, Renaissance Equity, LLC Ann Emerson, Equity Residential Larry Falkow, The APTS Jonathan S. Gershen, The Gershen Group Andrew Goldberg, RestoreCore Michael Goldberg, Goldberg Realty Associates Alan R. Hammer, Esq., Brach Eichler LLC George Jacobs, JK Management, LLC Joseph Kazarnovsky, Fieldstone Properties, LLC Tom Kretsch Segal & Segal Ronald S. Ladell, AvalonBay Communities, Inc. Anthony E. Lauro, Affiliated Management, Inc. David Legow, Legow Management Company Jerome J. Lombardo, C.J. Lombardo Company Scott Machlovitz, Hilton Realty Jim McGrath, PRD Management Michael Oâ&#x20AC;&#x2122;Dea, Hekemian & Company, Inc. Diana Penn, JMG Realty, Inc. Marshall Rosen, Solomon Organization Steve Rudolph AFR Furniture Rentals David Siegel, Coinmach Corporation Jeff Smith, Kriegman & Smith, Inc. Larry Stein, Appliance Brokers, LTD Meg Viezbicke, Apartments.com John Zoetjes, American Architectural Window & Door

NJAA Board Officers

President

1st Vice President

Brent Kohere

Michael Haydinger

Home Properties

First Montgomery Group

2nd Vice President

Vice President

William Dailey

Joseph Spadaccini

CIS Management Inc.

The Kamson Corporation

Vice President

Vice President of Associate Affairs

Jack Linefsky

John Cranmer

Value Companies, Inc.

Archer & Greiner

Secretary

Treasurer

Steve Waters

Lynne Aber

Morgan Propeties

Bertram Associates

Past Presidents Jeff Smith, Kriegman & Smith, Inc. Tom Kretsch, Segal & Segal Jonathan S. Gershen, Esq., The Gershen Group David Legow, Esq., Legow Management Company Peter J. Weidhorn Michael Goldberg, Goldberg Realty Associates Paul Kaliades, Renters Legal Liability Insurance Mark S. Rosen, Esq., Solomon Organization Norman A. Feinstein, Esq., The Hampshire Companies Herbert Brien, Lismarc Management Corp. Donald M. Legow, Esq., Legow Management Company Robert Goldberg, Goldberg Realty Associates Andrew B. Abramson, The Value Group, Inc. Richard Segal, Segal & Segal Sam Herzog, S.A.M. Holding Company Alfred Sanzari, Alfred Sanzari Enterprises (1932-2005)

Executive Director Jean Maddalon NJAA

May 2012 | AIM

President’s Message

Connect with the Multi-Family Industry at the NJAA Conference & Expo by Brent Kohere Home Properties

ttending a conference can help you achieve professional goals and connect you to other people who share your concerns; it’s a place where you can learn more about what’s new in your industry and be inspired. These are only some of the reasons you should join us for this year’s 23rd Annual Conference & Expo (May 21-23). We will be returning to the Atlantic City Convention Center where we will have a full slate of educational programs, two keynote presentations, over 200 exhibitors offering the latest in products and services as well as several networking opportunities. Monday morning we will kick off the 23rd Annual NJAA Conference and Expo with our traditional Conference Golf Outing at Ballamor Golf Club in Egg Harbor Township; proceeds from the outing will benefit the NJAA Charitable Fund. Don’t forget to join us for the Keynote and Awards Presentation on Tuesday at 9:15am as we honor those who do good work for our industry. The Association will hear from The Honorable Richard E. Constable, III, Department of Community Affairs Commissioner; we will also recognize the Legislator of the Year, Senator Steven V. Oroho and Housing Champion of the Year, Assemblywoman L. Grace Spencer. Hear from our Keynote, Garrison Wynn as he presents, “How to Win an Unfair Fight: What The Most AIM | May 2012

Influential People Do Differently.” New this year, we will be holding another Keynote presentation on Wednesday morning at 9:45am featuring Jon Stetson as he presents, “The Stetson Experience.” You won’t want to miss a minute of this year’s conference with educational sessions covering hot topics such as Fair Housing, Hands on Maintenance, Recycling and Sustainability, Leasing, Dealing with Hoarding and more. With 19 educational programs there is sure to be something for everyone in our industry. Take a look at the extensive list of industry speakers and presentations on pages 28-31 for details about each session. Flip through this issue to see articles from several of our conference speakers such as Tuesday Keynote, Garrison Wynn’s “Customer Service is Dying and I’m Not Feeling So Good Myself!” on page 14; Wednesday Keynote, Jon Stetson’s “Use Your Intuition to Enhance Your Professional Success” on page 16; Karen Friedman’s “Protect Your Reputation: Lessons in Crisis Management” on page 36; Paul Jay Cohen and Jenel Marraccini’s “Cyberaccesibility: Making Your Website ADA Compliant” on page 38 and Patrick Bunn’s “Financing Energy Efficiency Retrofits” on page 40. Pass these articles on to your staff

so that they can take advantage of this opportunity to receive valuable training from industry experts. After a day in the classroom and on the expo floor, don’t forget to relax and unwind at our After Hours Party at the Borgata’s Mixx nightclub on Tuesday evening. Tickets (provided with your conference registration) will be required for this event so don’t forget to bring yours! The NJAA Conference and Expo is a great opportunity for Owners, Managers, Leasing Agents, Property Staff and Associate members alike to better their existing skills and learn new ones. It’s the one time each year where together we can gain industry knowledge, and time surely is of the essence for your participation in this year’s conference. Take a minute today to register yourself and your team (see page 33). Between the education you will receive, the new products and services you can view firsthand, and the contacts that you will make in the two days, you will truly be glad that you took the time to attend. Get a head start and make a list of the associate members you’d like to connect with at the conference by looking through the exhibitor list and floor plan on pages 30 and 31. For those of you who I do not see before the conference, I look forward to seeing you at the Presidents Opening Reception on Monday evening. n

New Members

Welcome New Members The New Jersey Apartment Association is proud to welcome the following new members. If you know of anyone who might be interested in membership please contact NJAA at 732-992-0600 and help strengthen your Association and the multi-family housing industry.

Owners The M at Englewood South Apartments 103 W. Sheffield Ave. Englewood, NJ 07631 Phone: (201) 569-3002 Fax: (201)569-3008

Northern Waterproofing & Restoration Mr. Meg DiAntonio 144 Fairville Road Chadds Ford, PA 19317 Phone: (610) 497-2038 Fax: (484) 887-1652 Waterproofing & Restoration

Pincus Elevator Co. Inc. Mr. Matt Pincus 510 East Barnard Street, Suite 100 West Chester, PA 19382 Phone: (610) 738-4350 Fax: (610)738-4377 Elevator Service and Maintenance

Paul Davis Restoration Ms. Cheryl Perkins 6 William Demarest Place Waldwick, NJ 07463 Phone: (201) 689-8073 Fax: (201) 389-6064 Fire and Water Damage Restoration General Construction, Design / Build & Develop Mold Remediation

Niagara Conservation Mr. Matt Voorhees 4200 Diplomacy Road Fort Worth, TX 76155 Phone: (800) 831-8383 Fax: (973) 829-1400 Water Conservation

Associates Behr Process Corporation Mr. Mike Cabrera 3400 West Segerstrom Avenue Santa Ana, CA 92704 Phone: (973) 392-8727 Fax: (714) 241-1002 Paint Supplies and Contractors Gorman Roofing Services Mr. John Koziol 72 Grays Bridge Road, Suite K Brookfield, CT 06804 Phone: (203) 546-7301 Fax: (203) 546-7302 Roofing Contractors

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Member News

Member News Mullen Manor Honored with NAHMA National Communities of Quality® Award At the National Affordable Housing Management Association (NAHMA) Awards Ceremony, the management team of Mullen Manor, in Sicklerville, was recognized for “Exemplary Development for Residents with Special Needs.” For the 19th consecutive year, NAHMA has recognized the best multifamily affordable housing communities across the country for excellence in the way they manage the physical, financial and social condition of the properties. Mullen Manor is a 25-unit complex built in 1999 under the direction of the Multiple Sclerosis Association of American and with the assistance and under the management of PRD Management. Many of Mullen Manor’s residents are severely handicapped, and the staff affords them a sense of independence they would not otherwise have. Congratulations! Walters Group Plans Construction of Whispering Hills Apartments The Walters Group expects to begin construction this month on the affordable rental apartment component of Whispering Hills in Barnegat. Totaling 52 units, the affordable housing community will be located off Rose Hill Road, between Barnegat Boulevard and Route 9. The first phase is slated to open in late fall of 2012. The new LEED-certified residences will consist of six twostory and one one-story buildings, featuring 52 spacious one-, two-, and three-bedroom units. The entire 10

Whispering Hills development is being built to LEED standards, a green rating system started by the U.S. Green Building Council. LEEDcertified homes are more energy efficient than conventional non-green homes, translating into savings for homeowners. In addition, Walters’ residential developments are Energy Star-certified, saving residents as much as 35 percent on gas, electric and water costs. Community Investment Strategies Garners Three Fame Awards Community Investment Strategies (CIS), Inc. received three Fabulous Achievement in Marketing Excellence (FAME) awards from the Shore Builders Association of Central New Jersey (SBACNJ). Whitney Crescent, an affordable apartment-rental community in Glassboro, received the award for Best Redevelopment of a Residential Project. Winning in this category illustrates how CIS has raised the standards for building sustainable, modern housing for low-to-moderate income families. Additionally, CIS was presented with the Best Sales Office for a MultiFamily/Multi-Unit Rental and for Best Color Ad for Heritage Village at Seabreeze, an affordable apartmentrental community in Lacey Township. “We’re honored to receive these awards which recognize the hard work and dedication that our sales, construction and marketing staff show all year long,” said Christiana Foglio, founder/owner and chief executive officer of CIS.

Value Companies, Inc. Prepares to Introduce New West Caldwell Active Adult Rental Community Value Companies, Inc. is expected to break ground this spring on The Villas at West Caldwell, a collection of 30 age restricted homes located in this sought-after Essex County township. Leasing is scheduled to begin in the Fall/Winter of 2013 for the initial phase of two-bedroom homes with oversized floorplans ranging from 1,200 to 1,500 square-feet. Initial monthly rents are expected to begin in the mid-$2,000s. The Villas at West Caldwell will accept active adults aged 55 and better. Apartments will be lined with the latest designer finishes and appointments. Homes will be situated in a two-story elevator building with covered parking. Segal and Segal Announces New & Improved Website Thanks to some help from NJAA member, BCS Interactive, Segal & Segal launched their new and improved website. BSC worked with Segal & Segal on the design and message of the new website, visit segalandsegal.com to take a look. n DO YOU HAVE NEWS YOU’D LIKE TO SHARE WITH US? We’re always looking for interesting news about our members to publish in this section. You can send press releases with photos and other member news items such as new hires, promotions, company successes, milestones etc. to Christine Haber at christine@njaa.com. May 2012 | AIM

Committee Corner

Committee Corner Board of Directors The next Board of Directors meeting will be held on April 26 at the Crowne Plaza in Monroe. NJAA members are welcome to attend all board meetings and listen in on discussions focusing on the current state of the Association, legislative efforts and finances. The board meeting will begin at 3pm sharp. Board members and guests will have the opportunity to mingle at a no host bar located within the Crowne Plaza following the meeting. If you plan to attend, please register via the events calendar at njaa.com. Garden State Awards Committee Committee Chair, Matt Adler will convene this committee shortly with the goal of finalizing the nomination forms for distribution at the NJAA Conference and Expo in May. The application and nomination process will remain much the same with specific categories members can enter and entries then screened and judged. The judge’s scores will identify not a winner, but honorees who will receive Awards of Excellence. All honorees will be announced in advance, allowing event attendees to be chosen based on who will be honored. At the event, all efforts will be made to make honorees feel special with each of them having a moment on stage. Please note that not all entries will be finalists, and not all finalists will be winners. We will be focusing the attention on the honorees. Legislative / PAC Committee The Legislative/PAC Committee conducted a special meeting on April 2 to address two priority issues: NJAA’s ongoing efforts to secure approval of legislation to eliminate duplicative registration AIM | May 2012

Your fellow members at work

and inspection of apartments by local governments and the NJAA’s opposition to a bill that would reduce future construction of senior housing by removing 55+ senior rental from the statewide exemption from rent control designed to encourage new rental construction. The State Legislature is currently on their annual “Budget Break,” but is expected to return to the State House in late-April and will meet weekly until the end of June. Strategic Planning Committee The Association is still forming this committee and we would like to thank all those who have submitted their names for consideration. We are pleased to announce Paul Novick of Assurant will chair this committee. Paul has extensive experience in this area and is a Six Sigma Black Belt. The candidates will be reviewed by the Executive Committee at the next meeting and members will be notified shortly after. Convention Committee The Convention Committee participated via e-mail in the creation of a mobile web app to support the Annual Conference & Expo. Keep an eye out for more details as to when the app will be released and how to obtain it. Program and Education Committee The Program and Education Committee is pleased to announce that convention education has been completed. They have designed a program with something for everyone. Please see pages 28-31 of this issue for complete programming. The 19 sessions and 2 keynotes cover topics for everyone on your team

and contain a range of learning for all experience levels and business models. Charitable Fund Committee The NJAA Charitable Fund created a Fundraising Committee chaired by April Betau of Candlebrook Property Management. The committee will meet shortly to begin discussing and planning the next fundraising activity. The Charitable Fund is also pleased to announce the addition of a golf outing to support the scholarship program. The NJAA Charitable Golf Outing will be held on September 10th at Fiddlers Elbow Country Club in Bedminster, NJ. Sponsorships and golf registrations are now available. Visit njaa.com/charitablefund for more information. n

Looking for a Vendor? Be sure to check out the Classified Section at njaa.com. With just one click you will be directed to a list of our vendor members sorted by the services they provide. Vendors: Does your company fall under more than one classified heading? You can purchase additional headings for $50 each, contact Eileen Corbett at eileen@njaa.com for more information. 11

Local Property Taxes

Fast Factss Sussex $463M 89 $28,928

Passaic Bergen

$3.364B 1,685 $76,059

Morris

Warren

$1.814B 389 $126,909

$289M 128 $45,188

May 2012

Essex

Passaicc $1.319B Essex $2.181B Union $1.655B Hudson n $2.288B

1,089 $38,972 2,658 $38,034 1,156 $36,039 3,954 $24,615

Hudson

Union

Somerset Middlesex Hunterdon

STATISTICS KEY Total Local Property Tax Levy

$477M 117 $25,990

Number of Apartment (Class 4C) Parcels Average Property Tax Bill Per Class 4C Parcel

$1.153B 248 $83,969

$2.227B 833 $128,583

Monmouth $2.028B 968 $36,596

Mercer

$1.075B 508 $57,826

New Jerseyâ&#x20AC;&#x2122;s 566 municipal governments (soon to be 565 with the merger of the Princetons) are funded entirely through a combination of property taxes, state appropriations, and fees. The multifamily housing sector is a significant Burlington contributor to local property tax rolls. The NJ $1.113B Treasury estimates that 18% of each residentâ&#x20AC;&#x2122;s 331 rent goes towards paying property taxes and $91,588 Camden a soon to be released study by the Bloustein $1.171B School of Planning and Public Policy at 555 $69,708 Rutgers University will show that the Gloucester apartment industry contributes $727M more than $1 billion in local 185 $57,826 property tax revenues.

Source: 2011 Property Tax Data New Jersey Department of Community Affairs Division of Local Government Services

$1.509B 347 $66,388

Atlantic

Salem

The map at right highlights this $140M 57 contribution. It shows the property $40,714 tax liability of each county, the number of apartment parcels (5+ unit apartment buildings) in each county, and the average property tax burden per apartment parcel. This is not a comparative ranking; population, composition of ratables, and the unit size of each apartment community varies between different counties making such comparisons invalid.

Ocean

$999M 345 $34,751

Cumberland $217M 162 $21,931

Cape May $437M 548 $7,279

COUNTY KEY percentage of total housing units that are rental units 33% or greater 26 - 32% 25% or less

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C u s t o mer Service

Customer Service is Dying and I’m Not Feeling So Good Myself! by Garrison Wynn, CSP Wynn Solutions

ave you ever called a company and been greeted with the phrase “Hold, please”? How do they know you can hold? They don’t even know who you are. Maybe you can’t hold; maybe you have 10 seconds of juice left on your cell phone and your hair is on fire! Then you finally get someone on the phone, only to be told, “I can’t actually help you; I’m just paid to apologize, and I’m really sorry about that.” Being frustrated by a lack of customer service is nothing new. In recent years, it certainly seems companies have become more innovative when it comes to not helping you solve your problems. I recently asked a hotel employee to help me with my luggage. He told me to hold on and said he would have someone look into it. I thought, “Hey, you’re someone – why can’t you look into it?” I realize we are as busy as we have ever been and many younger people were not brought up in the culture of customer service. But none of these excuses will protect your business in today’s challenging economy, where customers are questioning value with companies they have known for years. You might have the best service, product or skills in your area, yet for some reason you still aren’t getting the results you know you deserve. It seems to make no sense! We’ve all been conditioned to believe that if you are the best, you are supposed to eventually win. Let’s address the reality of why your products, services or leadership styles – or those of your competitors – are selected. Think of the top-selling hamburgers in the world. Are they the best hamburgers? No! And is that special sauce really special? It’s actually pretty gross! I’m not trying to criticize the fast food industry; it has combined two of the most desired things on the planet: Fast and Food. This convenient pairing results in top-selling burgers, but few people would argue that they’re the best. So why are they chosen? Because there is more to success than being the best. The point is, success is more than being really good at what you do; it’s about being consistently chosen to do it. We like fast food because it meets a specific need. Some people under certain 14

circumstances will trade quality for speed, and if you can put a little special sauce on it – even better! Here’s an idea I’d like you to consider: There is no such thing as The Best! If the world agreed on what’s best, everybody would choose the best and nothing else would even be considered. Decision-making doesn’t work that way! People don’t necessarily choose what’s best; they choose what they are the most comfortable with, whether it’s the best or not. They don’t choose the best idea, the best strategy, or the best place to live. They choose the experience. That experience usually involves humans (unless your customers are dealing with robots, where being stiff, cold, and uncaring and speaking in a spooky sci-fi voice is pretty much expected). Maybe it’s time to get back to basics and make service a real priority. Sure, plenty of companies claim to offer great customer care. But raising your service standards requires more than a promise; you need to set concrete goals and establish effective procedures to meet them. Whether you own the company, handle key accounts or just accidentally encounter your customers, you’ll reap huge benefits by applying the following customer service goals: On the Phone • Be friendly! No one wants to send a check to people who seem to be bothered by their call. • Ask permission before putting a caller on hold. If a customer is greeted with “Hold, please,” what the customer really hears is “Hang on! Someone much more important than you just called in.” • Keep it professional. Smoking cigarettes, slurping a drink, and playing the drums on your desk can make callers feel like they are getting advice from a guy in a bar. • Make sure that callers don’t have to repeat themselves. Someone who has explained a problem three times to three different people hangs up angry, whether or not the problem is solved. May 2012 | AIM

Customer Service All the Time • Create a positive image to attract business. Remember that squirrels are just rats with good publicity. • Display compassion for people who are upset. People who don’t think you care won’t value your solution. • Be very clear when you explain a process. When customers don’t know what you’re talking about, they assume you don’t either. • Do what you say you’re going to do. When you don’t follow through, people don’t think you have forgotten. They think you don’t care. • Know when to bring in someone else. When it becomes clear that the customer thinks you are the problem, set your ego aside and send in a fresh face. • Establish a simple, easy-to-implement customer service plan. When something is really complicated, it’s hard to tell if it’s working. Well, I think will survive – and I feel better now that I’ve written this article – but it’s important that we help nurse that ailing customer-service approach to a full recovery, ensuring a healthy prognosis for today’s businesses. The companies that attract and keep the best customers are usually the most effective at managing expectations

and emotions. Successful companies train their people to anticipate customer needs and to solve problems before the customer knows they exist. But before you can do any of this, you have to start with the basics. If you really want customers, set goals. Remember, if you don’t know where you’re going, any road will take you there. n As a speaker, advisor, author, and entertainer, Garrison has worked with some of the world’s most effective corporate leaders and business developers, from multibillion-dollar manufacturers to top New York Stock Exchange wirehouses. He has a background in manufacturing, entertainment, telecommunications, and financial services. By age 27, he became the youngest department head in a Fortune 500 company’s history. Hear more from Garrison Wynn, CSP at NJAA’s 23rd Annual Conference & Expo in Atlantic City as he presents the Tuesday Keynote Address. ”How to Win an Unfair Fight - What the Most Influential People Do Differently” on Tuesday, May 22 at 9:15am and “Being the Best vs. Being Consistently Chosen” on Tuesday, May 22 at 4:00pm. Check out the full schedule of Educational Seminars on pages 28-31 of this issue.

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Morgan Properties. We can do the same for you.

R o a d to Success

Use Your Intuition to Enhance Your Professional Success by Jon Stetson

sk any successful person what process he or she uses when making decisions, creating new ideas and strategies, or knowing what to say to get people to take action, and the answer you’ll hear most often is “intuition.” Called by other names, such as “gut feeling,” “a hunch,” or even “a guess that seems to come out of nowhere,” intuition is usually the real explanation for all those “educated guesses” that almost always seem right. Unfortunately, many people are afraid to trust their intuition. After all, people perceive the business world as being black or white, and “hunches” and “guesses” fall into that fuzzy gray area. In reality, though, you use your intuition every day in matters you likely take for granted, such as what tone of voice to use in a particular situation or how close to stand when meeting someone new. Your subconscious processes these decisions at a speed much quicker than any supercomputer ever could. They are your intuition at work. In the business world, using your intuition is most important when you’re communicating with others, whether you’re addressing your department at a staff meeting, talking one-on-one with a co-worker or employee, or delivering an important message from the podium. Those you’re communicating with need to feel that you understand where they’re coming from and what challenges they face. If you go into the interaction with a planned “script” of what you’re going to say or how you’re going to deliver a certain piece of news, you’re making yourself vulnerable. Sure, you may think that going from point A to point B to point C seems safe, but the moment someone throws you a curve ball with an unexpected question or statement, you’re likely to say the wrong thing and hurt your credibility. It’s during those times that you need to listen to and trust your intuition most. Of course, this notion of intuition means you need to throw away the management 101 textbook and go with your gut feelings during interactions. Doing so can be scary—there’s a risk when you stretch yourself, but the rewards are enormous. Those you are talking with get more out of the interaction because they don’t have their guard up and are “in the zone” with you. They can sense that you’re in touch with their 16

needs, creating a synergy between them and you that enables them to truly understand your message and apply it. When you’re able to communicate in a way that gets people to take action, your professional status is greatly elevated. Intuition Honing Techniques All rewards in life require an investment. As is often said, “You don’t get anything for nothing.” When it comes to optimizing your intuition, the same holds true. If you are willing to keep an open mind and put forth the time and energy to hone your intuitive skills, you’ll find your life to be more focused and successful. The following suggestions will help you tap into your inherent intuition so you can reap all its rewards. Focus On What You Hear Using your intuition means paying attention to the things that go on around you. Unfortunately, many people today are over-stressed and over-extended, and as such they simply don’t listen. Their minds are racing with so many thoughts that they never really focus on what’s going on around them, much less the person or audience they’re speaking to. To train yourself to stay focused and aware of what’s going on around you, in your mind repeat what other people are saying. Echo their exact words mentally. Doing so will bring you right into the moment and force you to really listen. After a short while, staying present will become second nature and you’ll be one step closer to better utilizing your intuition. Focus On What You Don’t Hear Science has established that only about 19 percent of communication between people is what they say. And while words are certainly important, more often the tone, accent, or timbre of someone’s speech, as well as a person’s body language, is a better gauge of what’s really going on. Elite gamblers know this fact well. Even if they’re dealt a bad hand, after observing their opponents’ body language, they often decide to stay in the game. They tap into their intuition to assess just how bad their cards really are as opposed to their opponents’ hand. By doing so, the odds are on their side. Therefore, watch the people you’re talking with and observe May 2012 | AIM

Road to Success the subtle clues their body language gives you. How are they standing or sitting? Are they looking at you or are they focused on something else? Are they yawning or fidgeting in their seat? All these are clues—signals to your intuition—of how to respond.

you when you practice these intuition-honing exercises. The more you invest in your intuition, the more you’ll trust yourself in any situation. Only then will you become confident in every decision you make and interaction you have, both in your personal and professional life. n

Become a People Watcher Observe people standing on street corners, when they are stopped from crossing due to traffic. Look at everything about them: their clothes, their demeanor, what they’re carrying, etc. Then, try and predict which way they will continue, will they go straight across the street, or are they about to turn and change directions? Also attempt to anticipate what stores or buildings they will enter. Often, people give clues as to their destination, and your intuition can help you pick up on them.

Internationally acclaimed magician, mentalist and comedian, Jon Stetson has an intelligent, interactive approach to entertaining which places him in on an exclusive list of corporate America’s most sought after performers. Jon Stetson claims no psychic powers. But he is a champion player of mind games. Jon began as a magician, but moved beyond the traditional tricks and props of magic to explore the real mysteries of the human mind.

Use Every Day as an Intuitive Challenge Intuition is definitely not a “foo-foo” soft topic that has no place in the business world. In fact, intuition is one the most powerful tools you have to get ahead, gain credibility, and motivate others to take action. Remember that other people can be a rich source of “hidden” information. Just as gamblers have learned that poker isn’t a card game but rather a people game, you, too, can increase your awareness of things around

Hear more from Jon Stetson at NJAA’s 23rd Annual Conference & Expo in Atlantic City as he presents the Wednesday Keynote Address, “The Stetson Experience” on May 23 at 9:45am. Check out the full schedule of Educational Seminars on pages 28-31 of this issue for details.

Full Service Supplier More Than 25 Years of Satisfied Customer Service Deal Directly With Company Owners Customize To Your Specific Needs Free Management Consulting Service Free Technical Support Competitive Pricing Customized Bill Coding Closet Systems Our Own Fleet of Commerical Trucks Free Delivery Ask About Our Additional Products and Services

Visit us at booths 411 & 424 at the NJAA Conference! 17

M a i n t e nance Mania

NJAA’s Fourth Annual Maintenance Mania Showcases Skills of Maintenance Professionals From Across the State by Marjorie Kaplan Axiom Communications

hile March 13th, 2012 was known to many as the start of the NCAA’s March Madness, for 88 of New Jersey’s residential maintenance technicians, the competition started much earlier in the day at the New Jersey Apartment Association’s (NJAA) Fourth Annual Maintenance Mania at the New Jersey Convention & Expo Center in Edison. Many of the competitors came prepared to represent their companies in matching team shirts, showing off their cars created with building maintenance materials and an energy that was almost palpable—some even brought their own cheering sections. While the atmosphere remained fun and full of camaraderie, it was clear that everyone came to win and took the nine tasks very seriously. Top-seeded, Dave Berryman of The Kamson Corporation continued his streak by winning the competition for the fourth year in a row, earning one of the top three spots in six of the nine competitions that included the Dual Flush Retrofit, Appliance Repair, Fire & Carbon Monoxide Safety Installation, Key Control Deadbolt Test, Faucet Repair, Ceiling Fan Installation, Lamp & Ballast Retrofit, and a crowd favorite, the Race Car Competition on a pinewood derby style track where the cars are made out of maintenance supplies. Fellow maintenance technicians at The Kamson Corporation, Steve Guzman and 18

May 2012 | AIM

HARD WORK AND APPRECIATION ARE A WINNING COMBINATION

At HD Supply, providing quality maintenance products at affordable prices is only part of our commitment to the apartment industry. As Presenting Sponsor of Maintenance Mania we partner with the National Apartment Association and its affiliates to recognize maintenance technicians nationwide. When your skilled technicians team up with HD Supply, you can’t lose!

Delivered by professionals. For professionals.

FREE. Jose Torreblanca, 2011 National Champion

Show your support. Visit hdsupplysolutions.com and type “WINNER” in the search field for the sponsors’ special discounts! hdsupplysolutions.com | 1-800-431-3000 ADV-11-5674

M a i n t e nance Mania

Bryan Brennan came in second and third place respectively. Maintenance Mania is a fun event but it was clear that the competitors take it, and their jobs, very seriously. It is rarely necessary for a maintenance professional to have to beat the clock in their daily work but the competition highlights their commitment and ability to keep homes safe and comfortable for the more than two million New Jersey residents that live in apartments. Berrymanâ&#x20AC;&#x2122;s next move is the National Apartment Associationâ&#x20AC;&#x2122;s national competition in Boston this June where he will represent the Northeast in the competition for the title of National Maintenance Mania Champion. n

THANK YOU TO... :: Brent Kohere, Home Properties for being our Master of Ceremonies :: Our national sponsors: National Apartment Association and HD Supply :: Our judges: Jonathan Cohen, Goldberg Realty Associates; Debbie Colasanto, Central Wholesalers; Doug Dickman, Wilmar; Fred Kimak, Segal & Segal; Caz Kowalczyk, Segal & Segal; Tom Kretsch, Segal & Segal; Scott Layman, Direct Supplies Warehouse; Jack Linefsky, Value Companies; Jamie Lugiano, Roto-Rooter; Walt Rheinheimer, City Fire Equipment Company; Jeff Smith, Kriegman & Smith; Tim Smith, Morgan Properties; Stan Szafranski, Morgan Properties; Steve Waters, Morgan Properties.

photos by Larry Falkow, The Apts Magazine

:: Larry Falkow, The Apts Magazine for photographing the event :: Walter Litwin and Steve Zahirny (pictured at right) of Hilton Realty for building and painting a Maintenance Mania themed podium for our winners. 20

May 2012 | AIM

PA C C o n t r i b u t o r s

Thank You to Our Maintenance Mania Sponsors Dual Flush Retrofit

Key Control Deadbolt

THANK YOU TO OUR 2012 PAC CONTRIBUTORS Deposited as of April 3, 2012

Lynne Aber Bertram Associates $1,000

Thomas Kretsch Segal & Segal $1,000

The Barry Family Applied Development Co. $10,000

Richard Kurtz, & Jeff Kurtz The Kamson Corporation $1,000

Michael J. Beirne The Kamson Corporation $1,000 Vincent C. Comperatore Comperatore Associates, Inc. $1,000 George D. Cowden Multi-Housing Depot by ARI $1,000

Fire & Carbon Monoxide Safety Supplies Warehouse

Page:

Date:

Prepared:

0 .22.07

Matsumoto Incorporated

John D. Cranmer, Esq. Archer & Greiner, P.C. $1,000 William Diggs Renaissance Equity, LLC $1,000

Faucet Repair

Race Car Competition

Spirit Sponsors

Larry Falkow The Apts $1,000 First PAC Contributor in 2012

Jack R. Linefsky Value Companies $1,000 Jerome J. Lombardo C.J. Lombardo Company $2,000 Michael Oâ&#x20AC;&#x2122;Dea Hekemian & Company, Inc. $1,000 Marshall A. Rosen Solomon Organization $1,000 Steve Rudolph AFR Furniture Rental $1,000

Jonathan S. Gershen, Esq. The Gershen Group, LLC $1,000

David A. Siegel Coinmach Corporation $1,000

Michael W. Goldberg Goldberg Realty Associates $1,000

Jeffrey Smith Kriegman & Smith, Inc. $1,000

Michael C. Haydinger First Montgomery Group $1,000

Joseph Spadaccini, Richard Kurtz & Jeff Kurtz The Kamson Corporation $1,000

George Jacobs JK Management, LLC $1,000 Brent Kohere Home Properties $1,000

AIM | May 2012

David L. Legow, Esq., CPM Legow Management Co. $2,000

Larry Stein Appliance Brokers, LTD $1,000

Join Us for the 23rd Annual NJAA Conference & Expo May 21 - 23, 2012 :: Atlantic City Convention Center The NJAA Annual Conference & Expo is the ultimate industry showcase for New Jersey’s multifamily housing professionals to connect and learn how to navigate today’s rapidly changing marketplace for success. This year’s show will give you access to: - More than 1,300 New Jersey apartment industry professionals ready to learn, network, and build partnerships - A packed show floor loaded with the latest products and services - A conference program filled with the latest information on the topics concerning you and your team such as, hoarding, leasing, maintenance for managers, managing your reputation, recycling, sustainability and more! - More networking than ever—from the golf outing to show floor to the After Hours Party Don’t miss out on your opportunity to stock your business toolkit with the invaluable opportunities the NJAA Conference & Expo offers—visit njaa.com/annual-conference-and-expo-2012 today to view the latest show information and register!

Thank You to Our Signature Sponsors

23rd ANNUAL NJAA CONFERENCE & EXPO / MAY 21-23 / ATLANTIC CITY KEYNOTE & AWARDS PRESENTATIONS

NJAA is pleased to announce our 2012 Keynote Speakers: T U E S D AY Garrison Wynn How to Win an Unfair Fight: What The Most Influential People Do Differently 9:15am – 10:30am This entertaining (that means funny) research-based keynote reveals how top performers harness the power of their advantages, even when the odds are not in their favor. Business relationship expert and Amazon.com bestselling author Garrison Wynn delivers a high-impact program that answers two monumental questions: How do you get people to do what you want them to do? And how can you get better results from the difficult people you encounter along the way? With an emphasis on what you can actually walk out of the session with and achieve tomorrow; this program shows you how to weather the perfect storm while still looking really good in a raincoat!

Update from the Department of Community Affairs The Honorable Richard E. Constable, III Commissioner

Legislative Awards

Legislator of the Year Senator Steven V. Oroho (R-Sussex, Warren & Morris)

Want to be the exclusive sponsor of these two keynotes & the awards presentation? See page 25 for more information!

Housing Champion Asw. L. Grace Spencer Chair, Assembly Environment Cmte (D-Essex)

W E D N E S D AY Jon Stetson The Stetson Experience 9:45am – 10:45am America’s master mentalist—mind reading has never been this much fun! The Stetson experience is intelligent, interactive and sophisticated fun. Injecting uproarious comedy into each show, Jon creates a hilarious and unique performance that never fails to blow the audience away. By combining the art of mystery with the science of psychology, the power of intuition, the predictability of human nature and a disarming sense of humor, Jon creates the impression that anything is possible. It’s a show packed with audience participation where thoughts are revealed, minds are read, reality bends and imagination is stretched to the outer limit. He knows what you’re thinking…no, really, he does.

President’s Reception Sponsor 22nd ANNUAL NJAA CONFERENCE & EXPO / MAY 23-25 / ATLANTIC CITY CONFERENCE SCHEDULE

CONFERENCE SCHEDULE (All events to take place at Atlantic City Convention Center unless otherwise noted)

Monday, May 21 8:30am 11:00am-3:00pm 11:00am-7:00pm 5:30pm-7:00pm 5:30pm-7:00pm 7:00pm-9:00pm

Recharge Station & Lounge Sponsors

Golf Outing - Ballamor Golf Course (separate reg form required - see page 34) Registration Open Exhibitor Set-up Satellite Registration - Borgata Hotel Diamond Reception - Borgata Hotel (by invitation only) President’s Reception - Borgata Hotel (ticketed event)

Lunch Sponsors

Tuesday, May 22 7:00am-5:00pm 7:30am-9:00am 9:15am-10:30am 10:30am-2:45pm 12:00pm-1:30pm 2:45pm-3:45pm 2:45pm-5:00pm 4:00pm-5:00pm 9:00pm-1:00am

Registration Open Networking Breakfast Keynote Address & Legislative Awards How to Win an Unfair Fight Expo Floor Open Networking Lunch (on the Expo floor) Educational Sessions Never Say No Comment Online Concerns Time Isn’t On Your Side Hands On Maintenance Tips & Tricks Educational Session Hot Topics in Fair Housing Educational Sessions Legislative Update 2012 Maintenance For Managers Leasing: The New SHEconomy Being the Best vs. Being Consistently Chosen After Hours Party - MIXX at the Borgata (ticketed event)

Wednesday, May 23 7:30am-1:00pm 7:30am-8:30am 8:30am-9:30am 9:45am-10:45am 10:45am-1:30pm 12:00pm-1:30pm 1:30pm-2:30pm

Registration Open Grab and Go Breakfast (outside of Education Sessions) Education Sessions Recycling and Sustainability Satisfaction vs. Loyalty Maintaining Your Commercial Boiler What Am I Saying? The Power of First Impressions JAHMA – REAC Inspection Preparation Keynote Address The Stetson Experience Expo Floor Open Networking Lunch (on the Expo floor) Educational Sessions How to Fund Retrofits Understanding and Dealing With Hoarding Leasing: Closing is a Process, Not an Event JAHMA – How to Appeal Your REAC Inspection

To register, see the registration form on page 33 or visit njaa.com/annual-conference-and-expo-2012.

Breakfast Sponsors

Education Coffee Break Sponsors

as of 4/12/12

23rd ANNUAL NJAA CONFERENCE & EXPO / MAY 21-23 / ATLANTIC CITY SPONSORSHIPS & HOTEL INFORMATION

Put Your Best Brand Forward at the NJAA Expo! The NJAA Conference & Expo offers a range of invaluable opportunities—to fit all budgets—that will get your company on the business radars of more than 1,300 apartment industry professionals, including (following sponsorships available as of April 12, 2012): Keynote Speaker Sponsorships Recharge Station & Lounge Sponsorships Signature Sponsorships Breakfast Sponsorships After Hours Reception Sponsorships Education Coffee Break Sponsorships President’s Reception Sponsorships Opportunities are selling out! To learn more, visit njaa.com/annual-conference-and-expo-2012, or contact Jean Maddalon at (732) 992-0600 or jean@njaa.com.

Thank You to Our Signature Sponsors

Hotel and Shuttle Bus Information The Borgata Hotel & Casino is offering a $119.00 room rate for Conference attendees. You can reserve your hotel rooms by contacting the hotel at (866) 692-6742 and referencing the NJAA group code GNJAA12. The Borgata is located one mile from the Convention Center, shuttle buses Hotel Room Key Sponsor will be provided to and from the hotel at scheduled times (see below). Hotel discounted rates at the Borgata will only be available until May 4, 2012 or until sold out. After this date, you will receive the rack rate for rooms reserved. If you have questions regarding the NJAA Conference & Expo, please contact NJAA headquarters at events@njaa.com or at (732) 992-0600. Please note that the Borgata Hotel and Casino is the official hotel of the 2012 NJAA Conference and Expo. All other hotel properties and third-party reservation agencies are not endorsed by the NJAA and the NJAA Conference and Expo. For your convenience four Academy Coach shuttle buses will be provided between the Borgata Hotel and the AC Convention Center on a continual loop during the conference. Tuesday, May 22:

7:00am - 5:30pm

Wednesday, May 23:

7:15am - 3:00pm

Badge Lanyard Sponsor

23rd ANNUAL NJAA CONFERENCE & EXPO / May 21-23 / ATLANTIC CITY EXHIBITOR INFORMATION

More Than 1,300 Prospects Await You at the NJAA Expo

From owners to maintenance technicians, New Jersey’s apartment professionals know that the NJAA Expo floor will bring them the latest solutions and products they need for their business. The show floor is filling up fast—don’t miss out on the opportunity to meet a range of more than 1,300 apartment industry decision makers under one roof! NJAA Expo Floor as of April 11, 2012

Seating Area

Ferguson Enterprises

NJAA & Recharge Lounge

134

133

122

123 121

Liberty Elevator

220

324

221

218

219 Spin Cycle

217

216

329

432

428

327

426

Direct Ista Supplies North America Warehouse

325

424

322

323

National Tenant Network

Wilmar

320

321

SEBCO Laundry Services

319

318

317

316

IREM

530

Carfaro Inc.

429

Rent Payment

528

Lead LeaseTerm Tracking Solutions Solutions

427

526

Garden Butler Engineering State Gutter

425 UGI Energy

Cleaning

524

422

423

Young Energy Adjustment Squared

420

421

Jewel Electric Supply

Restore Core

418 416

531

Kipcon

AppFolio

Elias B. Sax Macy Cohen Fromm

Gebroe Hammer

533

RWC Windows, Doors & More

430

Falcon Suburban Morris Engineering Water

535

634

635

Woodruff

allRisk Property Damage

JAHMA Energy US

532

Karl’s Appliances A&S Boiler

534

Entech MaGrann Digital Associates Controls

Advanced Gutter Pavement Master, LLC

M. Miller Arrow & Son Steel, Inc.

117

Griffin Alexander

223

222

Sign-ARama

119

326

EAM Rent.com Associates

Planned Companies

120

227 225

TransUnion

HighTech Landscapes

328 Falcon Engineering

435

522

Apartment Guide

529 527

626 624

728

627

726

NJ Smart PSE&G Cool Customer Start Buildings Program CPR Services

625

621

For Rent Media Solutions

519

731

730

629

623

620

Acadia Windows & Doors

733

732

724

Supreme Hercules Metro Corp. Corp

518

834

832 Belfor USA

830

Bath Fitter

722

619

828

727

826

725

824

723

822

721

720

719

718

829 827

823 Fowler Route Co.

821

820

RealPage

819

818

AFR Furniture Rental

617

Roto Rooter

825

Oil Tank Martin Services Greenbaum

Verizon Enhanced Communities

517

Valcourt Building Services

Amco Kenneth Pest Jaffe Advertising Services

Lewis J. Rapaport Chester Flooring Assoc.

618

Exterminating

729

2012

835

Corbett

622

Appliance Brokers

Kohler Company

Goodman Bader MFG Company

Feinstein CallSource Raiss Kelin & Booker

Insurent

735

734

Equipment Marketers

Aaron & Co.

516

631

Property Solutions

Down to Executive Credit Earth Mgmt Landscaping

521

NWP Services

628

Berkadia

525

Gorman Roofing Services

630

Mike’s Floor Coverings

Commercial

Mortgage

633

NVE Bank

Worldwide L.I.S. Custom Wholesale Designs Flooring

523

520

632

419

417

Aldo Design

800 AISLE

224

331

330

Green Tech Waldor Energy Schulman

Standard Elevator

700 AISLE

226

229

333

332

434

Investors CALECO Bank

Seating Area

737

637

600 AISLE

125

NJ Builders Association

228

231

American Boiler Co. CHP

335

537

Food Area

Central Wholesalers

Alliance Distributors

437

500 AISLE

124

233

230 American Boiler Co. Inc. Rentals .com

127

Professional On-Site. com Carpet Co.

334

400 AISLE

BCS Interactive

Dogwood Delaware Building County Fire Supply Restoration

300 AISLE

126

129

232

200 AISLE

128

Cure Breast Cancer Foundation

131

100 AISLE

Landscape Maint Services

JGS Insurance

235

Northern

Waterproofing & Restoration

Avco Supply

Yardi Technologies Systems, Inc. Venturi

Seating Area

Food Area

Multi-Housing Depot by ARI

SecureWatch24

337

237

135

Seating Area

Food Area

P. Cooper Roofing

717

817

Entrance to Keynote & Breakfast City Fire Archer Equipment & Greiner

Brickman Manhattan Group Welding

111 PC Richard

Withum Smith & Brown

103

204 202

Sherwin Williams

101

207

306

Rifkin Western Pest Services & Rosen

205 Pincus Elevator

203

304 Valet Waste

Onorati Chute Master Construction Environmental

307

406

General MSB Resources Plumbing Supply

305

404

Integrated Business Move.com Solutions

303

302

HD Supply

408

402

Kislak Company

301

201

Indatus

409

510

LEW Corp.

Eastern Contractor Services

JEM Appliance

Bargold Storage

407 405

Emlin Group

403

506 504

SureDeposit

502

Coinmach

401

ENTRANCE

Premium Booth Available

Booth Unavailable

NJAA & Conv. Roulette

Standard Booth Available

Seating/Food Areas

Column/ Fire Equipment

Levy, Ehrlich & Petriello

The Home Depot

511

Handy Trac Systems

508

Mitchell Supreme Fuel Oil

509

LexisNexis

507

608

Property Owners Assoc.

606

Champion Lawns by Utility Yorkshire

505

604

CB Richard CMQ Floor Ellis Coverings

503

602

ServPro of NJ

501

Window & Door

711

611

Regal Bank

609

Window City

607

Screening Reports

605

Capture the Market

706

Pierce Eislen

704

Lundt Legacy Combustion Energy Systems

603

702

Frankford Umbrellas

601

NJHMFA

NAA

708

All b unle

American Architectural

709 707

American Carpet South

808

806

Convention Roulette

705 Tenant Safe

703

804 A-L Services

802

CORT Furniture Rental

701

RESTROOMS

All booths are 10’ x 10’ unless otherwise noted. All aisles are 10’ unless otherwise noted. Floor plan and expo floor hours subject to change

800 AISLE

100

105

National Marcus & Restoration Millichap Services

309

411

BH Security

Meridian Capital Group

700 AISLE

Mohawk Industries

206

Columbia Mac-Gray Bank

308

410

Finder

600 AISLE

102

107

Axiom

209

HESS

Warehouse

500 AISLE

Aegis Energy

Wilson, Elser & Moskowitz

208

Pilera Software

Direct Supplies Apartment

400 AISLE

104

109

311

310

300 AISLE

NJAA Giveaway

Design East

200 AISLE

106

100 AISLE

108

211

210

Conservice

Apartments. CoreLogic com SafeRent

All a oth

Floo floo cha

E X H I B I T O R L I S T as of 4/11/12 428 519 517 219 102 717 802 635 633 537 820 711 229 228 808 510 529 311 420 516 310 216 434 206 832 504 722 830 545 408 111 425 534 521 706 429 503 637 505 406 211 602 401 105 208 828 410 701 126 332 209 411 424 233 523 223 506 509 317 403 520 323

A & S Boiler Aaron & Company Acadia Windows & Doors Advanced Pavement Technologies Aegis Energy Services AFR Furniture Rental A-L Services Aldo Design Group All Risk Property Damage Experts Alliance Distributors & Services LLC AMCO Pest Services American Architectural Windows & Doors American Boiler Company CHP American Boiler Company Inc. American Carpet South Apartment Finder Apartment Guide Apartments.com AppFolio Appliance Brokers Ltd. Archer & Greiner P.C. Arrow Steel Inc. AVCO Supply Inc. Axiom Communications Bader Company Bargold Storage Systems, LLC Bath Saver Commercial, LLC Belfor USA Berkadia Commercial Mortgage BH Security The Brickman Group Butler Engineering Associates, Inc. CALECO CallSource Capture The Market Carfaro Inc. CB Richard Ellis Central Wholesalers Inc Champion Utility Sub-Metering Chute Master Environmental Inc. City Fire Equiptment Co. CMQ Floor Covering Coinmach Corporation Columbia Bank ConService Corbett Exterminators CoreLogic SafeRent CORT Furniture Rental Cure Breast Cancer Foundation Delaware County Fire Restoration Design East Direct Supplies Warehouse Direct Supplies Warehouse Dogwood Building Supply Down to Earth Landscaping EAM Associates Eastern Contractor Services Ehrlich, Petriello, Gudin & Plaza Elias B. Cohen & Associates Emlin Group, Ltd. Energy Squared LLC EnTech Digital Controls

623 622 326 327 620 237 618 821 601 532 524 316 404 733 435 324 318 508 201 720 309 120 609 409 417 303 435 531 325 718 533 405 419 335 430 721 522 301 835 128 604 427 526 603 407 619 507 221 626 702 117 204 422 210 306 818 511 628 611 100 402 305

Equipment Marketers Executive Credit Management Falcon Engineering Falcon Engineering Feinstein, Raiss, Kelin & Booker LLC Ferguson Enterprises For Rent Media Solutions Fowler Route Company Frankford Umbrellas G5 Garden State Gutter Cleaning Gebroe Hammer General Plumbing Supply Goodman MFG. GreenTech Engery Services Griffin Alexander, PC Gutter Master LLC Handy Trac Systems HD Supply Hercules Corporation HESS Corporation High Tech Landscaping The Home Depot Indatus Insurent Lease Guaranty Integrated Business Solutions Investors Bank IREM New Jersey ista North America J. Rapaport Flooring JAHMA JEM Appliance Jewel Electric Supply Co. JGS Insurance Karlâ&#x20AC;&#x2122;s Appliances Kenneth Jaffe Advertising Kipcon, Inc. Kislak Company, Inc. Kohler Landscape Maintenance Services Lawns By Yorkshire Lead Tracking Solutions LeaseTerm Solutions Legacy Energy LEW Corporation Lewis Chester Associates, Inc LexisNexis Resident Screening Liberty Elevator Corporation LIS Custom Designs Inc Lundt Combustion Systems M. Miller and Son Mac-Gray Services, Inc. MaGrann Associates Manhattan Welding Company Inc. Marcus & Millichap Martin Greenbaum Meridian Capital Group Mikeâ&#x20AC;&#x2122;s Flooring Companies Mitchell Supreme Fuel Oil Mohawk Industries Move.com MSB Resources

437 708 207 320 122 709 627 232 518 719 307 432 817 108 704 308 203 220 333 606 734 626 819 608 322 226 528 418 304 829 530 416 605 319 337 501 101 218 217 737 426 621 502 703 222 423 727 302 235 617 634 205 321 107 607 103 632 527 334 421

Multi-Housing Depot by ARI National Apartment Association National Restoration National Tenant Network New Jersey Builders Association NJ Housing & Mortage Finance Agency NJ Smart Start Buildings Northern Waterproofing & Restoration NWP Services Corporation Oil Tank Services Onorati Construction Co. Inc. On-Site.com P. Cooper Roofing PC Richard Pierce - Eislen Pilera Software, LLC Pincus Elevator Planned Companies Professional Carpet Company Property Owners Association Property Solutions PSE&G Cool Customer Program RealPage, Inc Regal Bank Rent.com Rentals.com RentPayment, Inc. RestoreCore Rifkin & Rosen UPLC Roto-Rooter RWC Windows, Doors & More Sax Macy Fromm & Co., PC Screening Reports Inc. SEBCO Laundry Services SecureWatch 24 SERVPRO of New Jersey Sherwin Williams Sign-a-Rama of Cherry Hill Spin Cycle Standard Elevator Suburban Morris Water Conditioning Supreme Metro Corp. SureDeposit TenantSafe TransUnion UGI Energy Services, Inc. Valcout Exterior Building Services Valet Waste Venturi Technologies Verizon Enhanced Communities Waldor Schulman Western Pest Services WILMAR Wilson, Elser, & Moskowitz Window City Withum Smith & Brown Pc Woodruff Energy US, LLC World Wide Wholesale Floor Covering Yardi Systems Inc Young Adjustment Company

23rd ANNUAL NJAA CONFERENCE & EXPO / MAY 21-23 / ATLANTIC CITY EDUCATION

T U E S D AY , M AY 2 2

9:15 am to 10:30 am

SESSION KEY :: Who should attend? O - Owner

PM - Property Manager

L - Leasing Agent

M - Maintenance

A - Affordable

OS - Office Staff

Keynote Address - How to Win an Unfair Fight: What the Most Influential People Do Differently [ALL] Garrison Wynn, Wynn Solutions This entertaining (that means funny) research-based keynote reveals how top performers harness the power of their advantages, even when the odds are not in their favor. Business relationship expert and Amazon.com bestselling author Garrison Wynn delivers a high-impact program that answers two monumental questions: How do you get people to do what you want them to do? And how can you get better results from the difficult people you encounter along the way? With an emphasis on what you can actually walk out of the session with and achieve tomorrow; this program shows you how to weather the perfect storm while still looking really good in a raincoat!

2:45 pm to 3:45 pm Never Say No Comment: How to Protect Your Reputation and Shine in the Media Spotlight [O, PM, A] Karen Friedman, Karen Friedman Enterprises Imagine a TV camera, microphone or print reporter recording your every word. You blank out, say the wrong thing or maybe you don’t understand what the media really wants. Whether you’re live at five, quoted in a newspaper or appear on You Tube, how your organization manages and delivers media messages often drives public perception. In this eye opening session, international communications coach and best-selling author Karen Friedman will show you how to confidently turn negatives into positives and maximize results during the toughest of times. Learn how to think like a reporter to anticipate questions and help them help you tell your story, condense complicated information into bite-sized nuggets that are easily quoted and understood, the do’s and don’ts of effective interviews to minimize mistakes and maximize results, and how to control information even when you can’t comment. Online Concerns - Ensuring your website is ADA Compliant [O, PM, A] & Managing Your Online Reputation Paul Jay Cohen & Jenel Marraccini, Cohen & Willwerth and Eric Barbour, G5 Websites of private entities that offer public accommodations (which include apartments) are covered by the Americans with Disabilities Act (ADA) and must be fully accessible to individuals with disabilities. This course will examine the standards and guidelines to help you understand what is required to comply with the ADA laws and make sure your site is compliant. Today, ratings and reviews can be shared and distributed to the masses within seconds. Most properties would see this as a liability, but for those who know how to manage the resident experience it’s an opportunity to grow business in a powerful way. In this session you will learn to manage your online reputation and digital experience in a way that ultimately results in increased occupancy and revenue, while converting prospects into leads and leads into residents. Time Isn’t On Your Side [PM, L, OS, A] Andrew Botieri, Total Peak Performance Do you know how much time we waste every day? The numbers will amaze you. Putting our lives into perspective, assessing what is and isn’t important is an on-going battle. In this session, learn five “time saving” tips to increase productivity and other proven time management techniques. Through simple goal setting exercises you’ll put a plan of action together to help you prioritize your “out of control” life. It’s all about balance. There is a direct correlation between managing our time and our stress level, learn to identify the causes of stress and reduce that stress at work and at home. If you’re not managing your time, you’re not managing your life! Hands On Maintenance Tips & Tricks [M] Mark Cukro, Service Team Training This seminar is for all technicians but technicians with experience will benefit the most. We will go over a few tips and tricks that will save time diagnosing components in appliances and a few HVAC tips that are sure to save time in the field. We will also show you a quick way to diagnose a refrigerator that you are sure to appreciate and put to work immediately. (you won’t even have to turn one screw)

2:45 pm to 5:00 pm

23rd ANNUAL NJAA CONFERENCE & EXPO / MAY 21-23 / ATLANTIC CITY EDUCATION

Hot Topics in Fair Housing [ALL] Tracey Goldstein, Esq., Feinstein, Raiss, Kelin & Booker, L.L.C. This session will cover everything you wanted to know, but were afraid to ask about Fair Housing. The first half of the session will focus on what is a reasonable accommodation and when it must be granted. Attendees will learn how to distinguish a pet from a service animal, when a parking space must be assigned to a disabled resident and whether an owner must adjust his/her financial criteria when evaluating a disabled or Section 8 applicant. For the second half of the session, attendees will participate in an interactive game show, “Are You a Fair Housing Expert?” Modeled after the television quiz show, Who Wants to be a Millionaire, participants will answer multiple choice questions on hot topics in Fair Housing. Contestants can phone a friend, poll the audience or participate in the 50/50 to choose the correct answer.

4:00 pm to 5:00 pm Legislative Update 2012: Latest News & Rumors from Trenton and Washington [O, PM, A] Conor G. Fennessy and Nicholas Kikis, NJAA and Cindy Chetti, National Multi Housing Council (NMHC) (invited) When it comes to multi-family rental housing policy, there is always breaking news from Trenton and Washington that impacts your business. With a Republican governor and a Democratic legislature, is divided State government working or are we seeing more roadblocks? What about news from Washington? What issues are moving on Capitol Hill? What policy initiatives from the Obama administration will impact multifamily housing? Learn about the hottest policy and political news that might affect you, your residents, your employees, and your bottom line. Maintenance For Managers: Improve the Service Department and Run It Like a Business [PM, M, A] Mark Cukro, Service Team Training This seminar is recommended for all Service Team members at all experience levels and anyone that want to learn better ways to run a service department. In this session you will learn new ways to improve the overall quality of your service department, how to manage a service team more effectively, and how to deliver better service to your residents. We will give you the tools to build a team that performs at higher standards, discuss how to implement new ideas successfully as well as gain buy in from everyone on the team. You will also learn the most common mistakes Leaders and Service Managers make and how to avoid them. The new techniques you will learn are proven ways to motivate team members and we’ll even discuss how to really get the shops organized and why it is so important to the success of an organization. Leasing: The New SHEconomy: (Selling to women) [L, PM] Lisa Trosien, The Apartment Expert If you ‘THINK PINK’ when marketing to women, you’re way off. You should be thinking ‘GREEN’ as in ecofriendly. Women not only make more decisions, they have more jobs, as 80% of the millions of lost jobs were held by men in male dominated industries. Do you have what it takes to market to the NEW majority? In this session you’ll learn how to: craft advertising campaigns that appeal to women’s values, ‘work’ social media (where women are the fastest growing group), speak in terms that relate to women, understand how to sell more effectively to women than ever before, create models that ‘speak’ to women, and craft collateral materials that resonate with women prospects Being the Best vs. Being Consistently Chosen [ALL] Garrison Wynn, Wynn Solutions Success is more than being good at what you do; it’s about being consistently chosen to do it. Garrison Wynn helps people to understand why their products, services or management styles or those of their competitors are selected. People don’t necessarily choose what’s best; they choose what they are most comfortable with, whether it’s the best or not. We’ve all heard the importance of best practices and customer service, but why are some people so good at attracting and retaining customers with minimal effort, while others struggle? This interactive researchbased (surveyed hundreds of successful multifamily housing properties across the country) session shows how behavior drives customer perception and simple repeatable service processes create a culture of loyalty.

23rd ANNUAL NJAA CONFERENCE & EXPO / MAY 21-23 / ATLANTIC CITY CONFERENCE PROGRAM & EDUCATION

W E D N E S D AY , M AY 2 3

8:30 am to 9:30 am Recycling and Sustainability [O, PM, M, A] Rob Campbell, Waste Management This panel will discuss recycling and sustainability as it pertains to the multi-family housing industry. The panel will discuss how to implement a recycling and sustainability program at your property, some of the challenges properties face and how to overcome them.” Satisfaction Vs. Loyalty [O, PM, A, OS] Michael Mendillo, Wentworth Management This session will discuss the significant difference between satisfaction and loyalty with both clients and internal associate – and what is required to create loyalty within your client-base and workforce. Maintaining Your Commercial Boiler Throughout The Year [PM, M] Gary Frank, American Boiler Company, Inc. Proper maintenance of a commercial boiler is a year round process. In this session, you will learn tips to properly maintain your boiler and your entire heating system. There will be an emphasis on identifying warning signs before a serious problem develops that can result in unscheduled system downtime and costly repairs. What Am I Saying? The Power of First Impressions, Body Language, and Dress For Success [PM, L, M, OS] Andrew Botieri, Total Peak Performance To ensure your success in property management you must go beyond just simple communication. The power of communication lies in not so much what you say verbally but what you say in your non-verbal communication. In this session we’ll explore how to create a powerful first impression with your prospects, residents and your own team. You’ll learn how to interpret your prospects body language during a tour and how to get them back on track and learn how you can use your body language to your advantage during the leasing process. We’ll also share the 5 tips to dressing for success. Whether you’re leasing apartments, leading an onsite team or providing customer service to your residents learn the powerful tools of communication to help achieve your property goals. JAHMA – REAC Inspection Preparation [A, M] David Buchwalter, NAHP-e, Adv. RAM When the Real Estate Assessment Center comes to your door, will you be prepared for their inspection? Join us for a session which will focus on proven strategies for maximizing your REAC inspection scores. This session assumes a basic knowledge of REAC deficiencies, and will concentrate on how best to approach your project and your staff as you prepare for your inspection. Time will be provided for Q&A.

9:45 am to 10:45 am Keynote Address :: The Stetson Experience [ALL] Jon Stetson America’s master mentalist—mind reading has never been this much fun! The Stetson experience is intelligent, interactive and sophisticated fun. Along with hundreds of corporate performances, Jon has performed for three U.S. Presidents, The King of Sweden, The Royal Family of Monaco, and has appeared on countless major television networks. Injecting uproarious comedy into each show, Jon creates a hilarious and unique performance that never fails to blow the audience away. By combining the art of mystery with the science of psychology, the power of intuition, the predictability of human nature and a disarming sense of humor, Jon creates the impression that anything is possible. It’s a show packed with audience participation where thoughts are revealed, minds are read, reality bends and imagination is stretched to the outer limit. He knows what you’re thinking…no, really, he does.

23rd ANNUAL NJAA CONFERENCE & EXPO / MAY 21-23 / ATLANTIC CITY CONFERENCE PROGRAM & EDUCATION

1:30 pm to 2:30 pm How To Fund Retrofits [O, PM] Pat Bunn, MaGrann Associates With many grant programs expiring, multifamily energy efficiency improvement programs will move from grants to program-subsidized financing. Without grants, participants will have to ask, “Is the program worth the investment?” This places added importance on the accuracy of audits’ projected costs and savings. Property owners will have to decide how to address soft costs. Will these costs make loans prohibitively expensive? Will programs cover or discount these costs, or will soft costs need to be covered by energy savings. Will the list of recommended improvements change dramatically when all soft costs are absorbed into the overall cost-effectiveness calculations? How will replacement of aged equipment be factored in, once property owners are absorbing all costs? Because program participants will need to decide “How good a deal is this?” programs will need to ask “What motivates owners to take this loan?” Will programs buy down the cost of financing? Will they cover the soft costs of the project?

Understanding and Dealing With Hoarding [O, PM, L, M] Deborah M. Gershen Gennello, CPM, The Gershen Group and Bruce E. Gudin, Esq., Ehrlich, Petriello, Gudin & Plaza Explore the problems caused by hoarding for your operations and your residents. Our experts will provide ideas on policies to catch the issue early, as well as discuss the resources available to you and your residents, they will also explore your legal options and obligations. After the presentation there will be an open forum for questions and answers.

Leasing: Closing is a Process, Not An Event [L, PM] Lisa Trosien, The Apartment Expert One of the reasons Leasing Professionals fail to close is that they treat ‘the close’ like an event – putting tremendous pressure upon themselves! When Leasing Pros learn to treat the close as an ‘event’, the pressure goes away and the close becomes the obvious outcome to a well-planned leasing presentation. In this session you’ll learn how to: open with the close, set yourself up for success, use psychology and body language to help you close your prospects, and create memory points in your model/leasing office/tour path to create greater impact in your presentation.

JAHMA – How to Appeal Your REAC Inspection [A, M] David Buchwalter, NAHP-e, Adv. RAM Now that you have had your REAC inspection, this session will provide detailed information on what you can appeal, and how to go about doing so.

Thank You to Our Education Sponsors

23rd ANNUAL NJAA CONFERENCE & EXPO / MAY 21-23 / ATLANTIC CITY GOLF OUTING & AFTER HOURS PARTY

Kick Off Your Expo Experience by Hitting the Links and Networking with Fellow NJAA Members at the NJAA Charitable Fund Golf Outing* Monday, May 21 - Shotgun at 9am Ballamor Golf Club – 6171 English Creek Avenue – Egg Harbor Township, NJ Registration fees: $700 per foursome / $175 per golfer To register, visit njaa.com/annual-conference-and-expo-2012 or contact Jean Maddalon at jean@njaa.com or (732) 992-0600. Sponsored by

Thank You to Hole Sponsors: Acadia Windows & Doors; AFR Furniture Rentals; Archer & Greiner P.C.; BELFOR USA; Click Pay Services Inc; Delaware County Fire Restoration; Genova, Burns, Giantomasi & Webster; Gorman Roofing Services; Griffin Alexander, P.C.; HD Supply; Hess Corporation; LEW Corporation; Northern Waterproofing & Restoration; Renters Legal Liability; LLC; Sign-A-Rama of Cherry Hill; Standard Elevator; Segal & Segal; Wilmar * Your registration and/or sponsorship less the cost of goods and services received is considered tax- deductible to the fullest extent of the law, please consult a tax expert. NJAA Charitable Fund tax id: 22-3593491. You will receive a letter for your taxes prior to the event.

Join us for the After Hours Party at MIXX at the Borgata Tuesday, May 22 from 9pm to 1am

Join hundreds of fellow attendees and unwind in an evening of fun, music, and networking at the After Hours Party, to be held at MIXX nightclub at the Borgata.

sponsored by

Event Day Timeline Breakfast 8:00am Registration 8:30am Shotgun Start 9:00am BBQ Lunch 1:30pm

GOLFER REGISTRATION Player 1: Name ______________________________________ Player 2: Name ______________________________________ Player 3: Name ______________________________________ Player 4: Name ______________________________________

Fees $700 per foursome $175 per golfer SOLD OUT $175 hole sponsorships

Company ___________________________________ Company ___________________________________ Company ___________________________________ Company ___________________________________

GROUP CONTACT PERSON Information regarding the outing will be emailed to the contact person below. Name ______________________________________ Email Address_______________________________________ Cell Phone (day of event) ______________________________________ PAYMENT INFORMATION

Payment must be received by May 7

Please make checks payable to NJAA Charitable Fund or authorize Credit Card payment as:

Visa

MasterCard

American Express

Card Number ________________________________________ Security Code ________________ Exp ___________ Cardholder Name _____________________________________ Company __________________________________ Address ________________________________ City ______________________ State _________ Zip ____________ Phone ______________________________________________ E-mail _____________________________________ Signature ___________________________________________ Date ____________ TOTAL AMOUNT $_________ Please note: As this is a charitable event, all registration fees are non-refundable but changes to players can be made at any time. Thank You to Our Hole Sponsors: Acadia Windows & Doors; AFR Furniture Rentals; Archer & Greiner P.C.; BELFOR USA; Click Pay Services Inc; Delaware County Fire Restoration; Genova, Burns, Giantomasi & Webster; Gorman Roofing Services; Griffin Alexander, P.C.; HD Supply; Hess Corporation; LEW Corporation; Northern Waterproofing & Restoration; Renters Legal Liability; LLC; Sign-A-Rama of Cherry Hill; Standard Elevator; Segal & Segal; Wilmar Fax your completed registration form to (609) 860-0060. A limited number of singles are available. You will receive a confirmation via e-mail within 24 hours.

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Higher Learning

Protect Your Reputation: Lessons in Crisis Management by Karen Friedman Karen Friedman Enterprises

iven the enormous amount of reporting and opining on the Penn State scandal, this proud alumnus will refrain from contributing to the already overcrowded conversation. However, there are some essential crisis management lessons every business should follow to protect their reputations and communicate effectively during tough times. None of us are immune to the unexpected. Yet it’s often what we do know about that we fail to prepare for. As a former reporter who covered my fair share of highly publicized scandals, the first two questions I always asked are the same questions you would ask. 1. 2.

When did you know about it? What did you do about it?

As any card carrying journalist will tell you, people will forgive a screw up, but they won’t forgive a cover up. And no matter how many times that lesson is screamed from the rooftops, even the most seasoned spokespeople continue to underestimate the emotional reaction of their audiences. The single most effective way to control the chaos is to be as open as possible by telling people as much as you can as often as you can. In the absence of information, rumor and innuendo will fill the gap like quicksand and you will struggle trying to claw your way out. Tell the Truth and Tell It Fast The media will report the story with or without you. If you’re not talking, someone else is. Remember Tiger Woods? He didn’t talk for three months, but plenty of women did. By not speaking quickly, he fueled resentment, speculation and kept the story alive. Even if you don’t know what happened, tell people what you’re doing to find out. You have a better chance of controlling the message if people hear it from you first. Prioritize People Stories are about victims or perceived victims. Without them, the story often goes away. Your comments should 36

be directed to those affected. When former BP CEO Tony Hayward told reporters “I’d like my life back”, public sentiment turned against him. He made it about him. If he had spoken about those who died or the thousands affected, he would have been perceived differently. Clean the Closet If there is even a shred of truth to what’s being reported, come clean. Locking away the dust balls you don’t want discovered will eventually be exposed painting you as deceitful and untrustworthy. Transparency should be your mantra. While things may get worse before they get better, the way you manage your problem can actually enhance your reputation with stakeholders. Social Media is Not Your Friend In today’s technology driven world, what might have gone unreported can now hit the web at lightning speed making you and your company an overnight sensation. Look what happened to California campus police Lt. John Pike. He’s the guy who pepper-sprayed students at a non-violent Occupy protest. Caught on video, then posted to You Tube, not only did it go viral but thanks to Photoshop and other digital imaging sites, Pike’s likeness was manipulated into a pepper spraying maniac who is seen going after babies, football players and even religious figures. It’s more critical than ever to pay attention to what’s being said about your business to determine if you want to add to the conversation by asking customers to share concerns and ask questions so it’s no longer a one way dialogue. If you ask however, make sure you answer. Speak Comfortable Words You may be used to speaking to financial analysts or perhaps to a judge in a court of law, but those words don’t apply. People want to know how you feel. If you’re outraged, say so. If you’re horrified, say that too. In difficult situations, people sometimes forget to empathize and show concern. While you don’t want to purposely fall May 2012 | AIM

Higher Learning to pieces when you speak, real words from real people make messages more believable. I Don’t Know Just because you’re the boss or leading expert doesn’t mean you have to have all the answers. It’s okay not to know what you don’t know. So add these 3 little words back into your vocabulary: “I don’t know.” Your credibility may get a boost. When Mike Wallace of “60 Minutes” was once asked what he would do if he were at a company that got a call from his news show, he said “If I were running a company that got a call from ’60 Minutes,’ I’d say come in. Ask me anything you want.” While you can’t give journalists, employees or anyone else unescorted access to the executive suite, Wallace’s message is dead on. If you get a phone call, return it. If you’re asked a question, answer it. If you’re not available, provide someone who can help the reporter meet his deadline. If you receive an e-mail, respond. If the truth hurts, tell it anyway. The fear of not communicating should be greater than the fear of communicating. n Karen Friedman is a professional communication coach, speaker and chief improvement officer at Karen Friedman Enterprises (karenfriedman.com). She is the author of the best-selling book “Shut Up and Say Something: Business Communication Strategies to Overcome Challenges and Influence Listeners” and winner of the Enterprising Woman of the Year Award. Hear more from Karen Friedman at NJAA’s 23rd Annual Conference & Expo in Atlantic City. “Never Say No Comment” will be presented on Tuesday, May 22 at 2:45pm. See pages 28-31 of this issue for details.

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In the Courts

Cyberaccessibility: Making Your Website ADA Compliant by Paul Jay Cohen and Jénel R. Marraccini Cohen and Willwerth P.C.

he Obama Administration has made it a top priority to enforce civil rights. During his term, it was announced at a Congressional hearing that the websites of private entities that offer public accommodations (including apartments) fall within the purview of the Americans with Disabilities Act (ADA) and therefore must be fully accessible to individuals with disabilities. In the past few years, major companies such as AOL, Target, Hilton and Ramada Inns were sued because their websites were not compliant with ADA standards.1 In the Hilton case, the Department of Justice accused Hilton of not providing individuals with disabilities the same opportunity to make reservations using its website which is available for reserving other hotel rooms. The apartment industry could be the next big target.2 The United States Department of Justice is aggressively enforcing the ADA and has begun to focus on hotels, retailers and even apartment complexes in furthering “cyberaccessibility” for individuals with disabilities. Section 508 of the ADA (commonly referred to as Section 508 standards) sets forth the types of technology covered and the provisions that establish a minimum level of accessibility. Primarily, it provides accessibility standards for all information technology, not necessarily just web accessibility, the focus of this article. In order for a website to be accessible to individuals with disabilities, it has to be as functional to them as it is for someone without a disability. The Section 508 Standards mandate that the website has to satisfy sixteen (16) specific items for the web site to be considered “accessible” (for example, to a person who is blind). Failure to comply with the ADA can mean a company could face criminal or civil actions (or both). A disabled individual could report the noncompliant website to the Department of Justice. The Department of Justice can authorize up to a $50,000.00 fine for the first offense alone. 38

Additionally, it is well known that disabled advocates have a long history with lawsuits against inaccessible public places, and multi-million dollar judgments are not uncommon. For instance, in the class action lawsuit against Target, the National Federation for the Blind was able to secure more than $6 million in a settlement in 2008 in additional to Target agreeing to bring the website into compliance. Ramada paid New York State $40,000 in a settlement to make their website compliant. There are many companies that will, for a fee, check to see if a company’s website is ADA compliant. Software is also available to aid in finding what on a company’s website is noncompliant. Some of the requirements for being cyberaccessible include (but are not limited to): 1. Provide an Access Instruction Page for Visitors (which should include an email hyperlink to allow for the communication of problems with web page accessibility); 2. Provide support for text browsers; 3. Provide text equivalents for all graphics; 4. Be sure that changes from text to advertisements are clearly identified; 5. Provide closed captioning for all audio and video clips; 6. Provide alternative mechanisms for on-line forms (such as email or voice/TTY phone numbers).3 7. Make content available to assistive technologies; 8. Use sufficient contrast to make things easy to see and hear and/or use black and white coloring; and 9. Do not use content that causes seizures. Even websites that meet the highest level of conformity will not be accessible to all disabled individuals. As web technologies evolve, creating new challenges and solutions, the webmasters are encouraged to keep up with current best practices to ensure the company’s website is “cyberaccessible.” Ensuring that a website is complaint with the ADA will protect a company from liability under May 2012 | AIM

In the Courts the ADA from criminal penalties as well potential civil lawsuits. n A case has yet to be heard by the courts as each one of the abovementioned cases has settled prior to an actual trial. 2 In fact, in 2010, the Department of Justice did a geographical sweep of apartment complexes in Louisville, Kentucky as part of a comprehensive ADA Investigation 3 Companies should be wary of allowing residents to rent or reserve apartments online if it is not accessible for a disabled individual to do so as well. 1

Paul Jay Cohen is one of the founding partners of Cohen and Willwerth. He joined with Robert J. Willwerth in 1998 to develop a new firm that would specialize in the areas of real estate, landlord-tenant law, commercial litigation and collections. As a licensed Real Estate Broker himself, Mr. Cohen has positioned himself as a truly unique real estate law expert in the industry. Jénel R. Marraccini is a junior partner at the law firm of Cohen and Willwerth. She is a member of the Pennsylvania and New Jersey Bar Associations. Ms. Marraccini graduated from Lycoming College in 2001. In 2004 Ms. Marraccini earned her J.D. from the Widener University School of Law, graduating CUM LAUDE. Hear more from Paul Jay Cohen and Jenel R. Marraccini at NJAA’s 23rd Annual Conference & Expo in Atlantic City. “Online Concerns - Ensuring Your Website is ADA Compliant” will be presented on Tuesday, May 22 at 2:45pm.

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Tools of the Trade

Max Out Your Investment: Financing Energy Efficiency Retrofits By Patrick Bunn MaGrann Associates

anagers of multifamily properties know that making energy efficiency improvements will pay for themselves over time. The question is, where will the money come from right now to pay for the upfront costs? Whether the improvement is new lighting, new boilers furnaces or water heaters, or more complex measures like ventilation improvements or air sealing, the hard costs of construction are only the beginning. Also to be considered is the cost of an energy audit; engineering and bid specifications; construction management and quality assurance controls; and in-house administration. Finally, there is the cost of financing depending on whether funds are budgeted from internal sources or borrowed from a lender. While multifamily properties have often been the forgotten stepchild in the world of energy efficiency funding, there have been a few programs in the past few years that have helped to defray some of the costs for those managers who paid attention. Many of the funding opportunities in New Jersey were focused on affordable projects, including NJHMFA’s Multifamily WAP program and PSE&G’s Energy Efficiency and Economic Stimulus Multifamily Program. However, New Jersey’s Clean Energy Program’s Pay for Performance for Existing Buildings has been open to market rate projects, as well. Recent changes to PSE&G’s EEE Multifamily Program has opened applications to include market rate multifamily projects. The program targets larger properties in good standing as PSE&G customers and provides significant funding in the form of grants and 0% interest loans through the project owner’s utility bill. This program is designed to provide funding that will make installation of energy conservation measures with a payback of less than 15 years possible and reduce out-of-pocket expenses for project owners.

PSE&G “buys down” the cost of the energy conservation measures by a maximum of 7 years to a minimum of 2 years and lends the remaining costs at 0% repayment over 5 years through utility bills. The energy costs savings are expected to cover the additional loan repayment costs. A typical project may achieve 50-65% funding in grants, depending on the projected payback period. Much of the funding for the other programs originated from either ARRA stimulus funds or from societal benefits tariffs charged to ratepayers on utility bills. As we look ahead, it is doubtful that significant new funding in the form of grants will replace the ARRA funds. And while New Jersey’s Clean Energy Program and PSE&G will continue to make incentives available, the nature of future energy efficiency programs is likely to move to an emphasis on loans --- where revolving funding can be utilized to make the same money available over and over again. For multifamily property managers who would like to consider energy efficiency improvements to their properties and need to borrow funds to do so, it is imperative that upfront costs be minimized and a funding package that maintains a positive cash flow be incorporated into the plan. Through an analysis of whole building energy analysis projects that MaGrann Associates has worked on, it is apparent that the term of the loan is the most critical factor in assuring that the energy savings exceed the monthly loan payment and make the project viable. So what will be the critical factors to entice multifamily properties to participate in energy efficiency programs in the future if those programs are based more on loans than grants? Of greatest importance will be a program design that offers loans of a specific duration with the ability to maintain a positive cash flow for the life of the loan. The continued on page 42

May 2012 | AIM

S a ve t h e D a t e

Our Experience Has Brought Us to New Heights in Landlord/Tenant Law!

Contact Jennifer L. Alexander, Esq. 415 Route 10, Suites 6-8 Randolph, NJ 07869 Tel: (973) 366-1188 Fax: (973) 366-4848

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AIM | May 2012

Tools of the Trade Max Out Your Investment: Financing Energy Efficiency Retrofits continued from page 40 term has more impact than the rate in achieving this objective. Also, in order to retain a viable payback period with a positive cash flow, future programs should consider subsidizing some of the necessary soft costs that should not be ignored, such as audits; engineering; commissioning and quality control inspections; and supervision. Energy savings will not be realized without the continued participation of energy consultants through the life of the project. Finally, future programs need to find a way to provide a backstop for lenders by collateralizing the loans from possible default. If the lender is not the mortgage holder, there is often unacceptable risk for making loans. And whether participating in an energy conservation program or simply planning for energy conservation measures internally, multifamily property owners should be logging, tracking and benchmarking utility usage and costs. EPA now offers a benchmarking program called Portfolio Manager that can be used by property owners or their energy consultants to track energy usage and compare similar buildings to clarify the need for energy projects. n NJAA 2008 Color Ad-AIM.qxp:Layout 1

3/11/09

1:52 PM

Patrick Bunn is the Existing Multifamily/Commercial Operations Manager at MaGrann Associates. He coordinates MaGrann’s growing multifamily/light commercial services division and has over 30 years of experience as a construction manager in New Jersey. MaGrann Associates is an energy efficiency/green building consulting and engineering firm with operations in New Jersey; Philadelphia; Pittsburgh; Kentucky; and Ohio. For more information, visit www.MaGrann.com.

Hear more from Patrick Bunn at NJAA’s 23rd Annual Conference & Expo in Atlantic City. “How to Fund Retrofits” will be presented on Wednesday, May 23 at 1:30pm. Check out the full schedule of Educational Seminars on pages 28-31 of this issue.

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May 2012 | AIM

2012

NJAA DIAMOND SPONSORS

Visit the Diamond Sponsor Booths at NJAA’s 23rd Annual Conference & Expo

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ELIAS B. COHEN & ASSOCIATES INSURANCE AGENTS n BROKERS n CONSULTANTS

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Thank You

Ad Directory

Advertisers Please take a look at the following members who support NJAA with their advertisement in this issue of AIM. 5

Archer & Greiner P.C.

Bargold Storage Systems

Columbia Bank

Direct Supplies Warehouse

Falcon Engineering

Feinstein, Raiss, Kelin & Booker

Fowler Companies

Griffin Alexander, P.C.

HD Supply

Jacobson, Goldfarb & Scott

Kipcon

Manhattan Welding Company, Inc.

Mitchell Supreme

Multi-Housing Depot by ARI

NAA - National Lease Program

NJ Smart Start Buildings

Oritani Savings Bank

P. Cooper Roofing

Back Cover

P.C. Richard & Son

The Provident Bank

photos by Jaclyn Olszewski, NJAA

On March 23, we held our first Government Affairs Breakfast, at the Sheraton Edison Hotel, Raritan Center. With over 29 members in attendance, it was a successful event. Members heard the latest legislative, political, regulatory and legal news from the State House. Thank you to our panel: Philip J. Morin III, Esq., Partner - Florio, Perrucci, Steinhardt & Fader, LLC. Conor Fennessy, NJAA’s VP of Government Affairs, and Nicholas Kikis, NJAA’s Director of Regulatory Affairs & Research. Missed this session? Join us for a similar panel session entitled “Legislative Update 2012: Latest News & Rumors from Trenton and Washington” at the upcoming conference & expo in May, see page 28 for details. May 2012 | AIM

2012 Education and Event Calendar OCTOBER

MAY 9 FREE

Employment Law: A Workshop for Apartment Owners by Dena Calo, Esq., Genova, Burns and Giantomasi, to be held at the offices of Genova, Burns and Giantomasi, Newark

21 $175

Annual Convention Golf Outing Ballamor Golf Course, Egg Harbor Township

21-23

23rd Annual Conference & Expo Atlantic City Convention Center & Borgata Hotel

JUN E 5-6 CAMT Electric $800/series by Mike Goldberg, RestoreCore $100/module

3 FREE

Board of Directors Meeting Crestmont Country Club, West Orange

3 $500

9th Annual NJAA PAC Reception Crestmont Country Club, West Orange

9-11 $995

CAM Slam (Certified Apartment Manager)

Garden State Awards Hyatt Regency, New Brunswick

23-25 $995

CAM Slam (Certified Apartment Manager)

NALP 12-13 National Apartment Leasing Professional $375/member by Marla Posey

20 FREE

Interactive Multifamily Marketing by Apartments.com

SEPT E M B E R 5-6 $800/series CAMT HVAC $100/module

10 $380

NJAA Charitable Fund Golf Outing Fiddler’s Elbow Country Club, Bedminster

12 FREE

Capture and Retain Residents through Popular New Media Channels by Apartments.com

19-21 $995

CAM Slam (Certified Apartment Manager)

Unless otherwise noted, all sessions are held at NJAA Headquarters. For more information and non-member rates contact us at 732-992-0600 or visit the Events Calendar at njaa.com.

Can’t Find a Registration Form for a Session or Event You’d Like to Attend?

Register Online via njaa.com Visit njaa.com and navigate to the Calendar via the Education and Events tab. Once at the calendar, click on the date of the session or event you’d like to attend (you may be prompted to log in to the site) and continue with the registration process. If you need assistance or are having trouble logging in to the site, feel free to call us at 732-992-0600.

Continuing Education Credits (CECs) and Designation Renewal Information All CEC’s required for the renewal period should be earned the previous year. Example: for 2012 you will report CECs earned during 2011. One contact hour or 50 minutes of education programming (excluding breaks/ meals) is equivalent to one CEC. Individuals who hold multiple NAAEI designations may use the same CECs for renewal of all designations. One half of your required CECs per renewal period must be attained by participating in NAA, NAAEI or NAA Affiliate courses, seminars, programs or activities. For more information visit: www.naahq.org and search for Designation Renewal Requirements.

ARE YOU COVERED? More than 13,000 communities use the National Lease Program.

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Financial Incentives for Energy Efficiency

Energy Benchmarking All over the state, facility managers, business owners and local government officials are wisely taking advantage of FREE Energy Benchmarking from New Jersey’s Clean Energy Program™. The report costs nothing, but what you learn is priceless. We’ll analyze how energy is used in your building and prepare a guide that can save you money down the road. Organizations that benchmark end up reducing their energy use by an average of 20%, and with this profile, you’ll be able to identify the most cost-effective upgrades in your building and the sources for financing and additional incentives.

FINANCIAL INCENTIVES AVAILABLE New Jersey’s Clean Energy Program™ provides a comprehensive package of initiatives that make energy efficiency a reality for business owners, local government officials and residents. Save up front with sizeable financial incentives and down the line with dramatically reduced utility bills.

To learn more about benchmarking for buildings in the public and private sectors, visit NJCleanEnergy.com/BENCHMARKING or call 866-NJSMART to speak with a program representative. NJ SmartStart Buildings® is a registered trademark. Use of the trademark without permission of the NJ Board of Public Utilities is prohibited.

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