Metro (Portland) Rental Housing Journal June 2014 by Professional Publishing, Inc

Rental Housing Journal Metro

June 2014

2. Fair Housing = Great Customer Service

10. 4 Ways to Make Your New Home More Eco-Friendly

3. 7 Fun Tenets of Business that You Can Apply to Life

11. The Coach by Ernest Orient 15. Experts on… The Ultimate Set of Property Management Tools

4. Insight Into a Successful Apartment Management Company

16. Rate of Same-Sex Housing Discrimination Studied

6. Shoptalk

17. What Americans Want in Apartment Landscaping

8. How Financial Spring Cleaning Can Lead to a Richer Long-Term Outlook 9. Dear Maintenance Men:

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PORTLAND/VANCOUVER

Published in association with: METRO Multifamily Housing Association; Rental Housing Association of Oregon; IREM & Clark County Rental Association

LED Lighting Will Help You Save Money

and Give You Better Lighting at the Same Time

ne important place to find savings is in your electrical/ lighting Budget. Every year we waste over 57% of the energy we import or generate in the form of leaks and unused heat. Inefficient lighting, especially the incandescent kind, greatly contributes to this while providing poor lighting quality. Both incandescent and fluorescent bulbs, in a variety of applications, give off more energy in heat than they do in lumens, effectively draining power while trying to do their job. Commercial owners, especially those in the office and retail sectors, spend over 34% of their energy cost on simply powering their lights, and this does not account for the repair and replacement of the fixtures and ballasts. As energy costs continue to rise, even in the Pacific Northwest where we enjoy cheap energy, small increases in the cost per kWh can mean hundreds more on your energy bill. Switching to a more efficient and durable light source, like LED lighting, will reduce energy consumption, increase the lifetime of your lighting assets, and reduce your environmental impact so your property can run smoother, simpler and brighter. Longevity: Longevity is the first category to explore when comparing lighting methods. In a test reported in the 2011 Energy Efficiency Annual Report by the New England Gas Company, the Phillips Ambient LED continued on page 7 Professional Publishing Inc. PO Box 6244 Beaverton, OR 97007

Four Tips to Plan and Maintain a Waterwise Multifamily Lawn

ell-maintained lawns create a sense of community pride and add value for tenants as an oasis for outdoor recreation. With water use often doubling in the dry summer months due to outdoor watering, lawns also offer great potential for landlords and property managers to save time, money and water by making simple and easy improvements. Grass typically uses two to three times more water than other plants. What’s more, up to 30 percent of the water used on lawns can be lost to evaporation, run off, overspray and overwatering. With forecasters predicting a particularly hot and dry summer this year—and with national Smart Irrigation Month coming up in July— now is a great time to focus on making your property’s lawn more waterwise. “Thoughtful planning, smart watering and routine maintenance keeps lawns waterwise and attractive, even in 90 degree temperatures,” said Lindsey Berman, Conservation Program Manager for the Regional Water Providers Consortium. The Regional Water Providers Consortium—a group of 20+ local water providers plus Metro—offers the following four tips for creating and maintaining waterwise lawns for multifamily properties. 1. Analyze residents’ needs. Whether installing a new lawn or redoing a portion of an existing lawn, it’s important to

Current Resident or

PRSRT STD US Postage PAID Portland, OR Permit #5460

analyze residents’ needs and expectations. Does the community need a large recreational area for kids and pets, or is the outdoor space primarily ornamental? Are existing lawn areas easy to water and maintain? For example, is grass the best choice for narrow borders or parking strips? 2. Select the right grass. If you’re planting a new lawn, select a grass type that best meets desired aesthetic and maintenance needs. Cool season grasses are ideal for the Portland area because they are adapted to our region’s climate. An “ecolawn” is an alternative to conventional lawn grass, combining grasses with selected broadleaf plants such as herbs or flowers to produce an ecologically stable mixture of plants that require

less maintenance than a typical lawn. Download the Consortium’s “Planting & Maintaining Your Lawn” brochure (conserveh2o.org) for more information to help identify which lawn type best meets the property’s needs. 3. Water wisely. The most common landscape problem is overwatering. Overwatering can lead to shallow-rooted lawns, increased leaching of fertilizers and nutrients, and increased potential for disease problems. A well-planned, well-designed and well-timed irrigation system saves money, saves water and promotes lawn health. Water before 10 a.m. or after 6 p.m. to minimize evaporation. As a rule of thumb, an established lawn requires about one inch continued on page 3

Advertise in Rental Housing Journal Metro Circulated to over 6,000 Apartment owners, On-site, and Maintenance personnel monthly.

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RENTAL HOUSING JOURNAL METRO 16083 SW Upper Boones Ferry Road, Suite 105, Tigard, OR 97224 503-213-1281, 503-213-1288 Fax www.multifamilynw.org

Pam McKenna Multifamily NW President

Fair Housing = Great Customer Service

Multifamily professionals understand the basics of fair housing and adhere to fair housing practices. An increasing number of property management firms now require fair housing training before a new employee is allowed to start leasing. Mandatory training for office and maintenance employees is a good start but it only scratches the surface. Ongoing and consistent training is required to ensure employees are fully aware and are compliant with all fair housing laws. The bigger challenge is the execution of consistency in every communication, in the way each person is treated and with what pricing is offered. Do you complete an online guest card for EVERY person that calls or visits the community? Do you respond to every lead that comes through email? Do you jump up for every prospect that walks through the door? Do you treat every phone call in the same manner and with the same respect? Chances are the

answer is unfortunately “Not every time”. If you are having a busy day or a bad day and you rush through the tour instead of taking the time to tour the prospect through all the amenities, you could be sending the wrong message. If you are distracted on a phone call and don’t ask all your questions off of your guest card, you could be sending the wrong message. Sometimes the prospect that comes through the door is someone you really connect with. Getting to know them and building rapport comes easy and you are willing to go above and beyond to find them a home in your community. But what happens when the next prospect comes in and they are not friendly, a bit on edge and argumentative? You don’t build rapport with them and quite frankly aren’t excited about having them as a future resident because they appear to be a handful. Are you willing to go above and beyond for that prospect too? Do you judge people based on the way they talk, the kind of car they drive, the way they are dressed or

perhaps where they work? Do you treat someone who is highly educated differently than someone with a GED? Perceived social status can profoundly influence the way people interact. How can you remedy your unfavorable subjective perception of others? Everyone has a personal outlook based on how you were raised and what you were exposed to. Anais Nin said “We don’t see things as they are; we see things as we are”. Challenge your perspectives, and work towards seeing things from others viewpoint. Taking a higher level or big picture view of things can have a positive impact on us and those around us. Great customer service is making everyone feel welcome at your community. We are all human and the pressures of life affect us such as family life, financial stress, being tired or sick and pressures to perform. This makes it all the more important to develop policies to create consistency in documentation, leasing calls, tours and follow up, and resident rules and regulations. Educate and

develop your teams to have a big picture view and to remove personal perspective. Create the same experience for every person that comes in contact with your community, not simply to protect from a Fair Housing claim but because it is good customer service and it’s the right thing to do. Discrimination on any level is unacceptable and in the housing industry we have a moral and legal obligation to use the same policies and offer the same opportunities for everyone. Fair Housing education has never been more important and Multifamily NW has increased course offerings with over 21 classes in multiple regions. You can download the Multifamily NW Fair Housing Best Practices document from our webpage at multifamilynw.org. Multifamily NW also offers rental forms to help all landlords operate within the law. Take advantage of all the rental forms and course offerings and make education a priority for your organization.

Multifamily NW

Events Calendar May 2, 2014 8:00 AM - 10:00 AM Spectrum Exhibitor Early Registration (Portland, OR)

June 26, 2014 8:00 AM PST - 12:30 PM PST CAMT: Heating Systems Part II (Portland, OR)

June 12, 2014 6:30 PM PST - 8:00 PM PST June Landlord Study Hall Understanding Notices - Proper Drafting & Proper Delivery (Portland, OR)

June 27, 2014 9:00 AM PST - 1:00 PM PST New Hire Training (Portland, OR)

June 13, 2014 12:00 PM PST - 1:00 PM PST It's the Law Lunch Time Series: The Tenant Is Gone - Final Accountings and Abandonments (Portland, OR) June 17, 2014 8:00 AM PST - 12:30 PM PST CAMT: Heating Systems Part I (Portland, OR)

The rumors are true — our golf spots are all sold out! Don’t worry, you can still get in on the action! Don’t miss your chance to spend the day golfing with Property Management decision makers and representatives from local housing charities. Bidding is now open for our 2014 Charity Foursomes featuring: Clyde Holland, CEO of Holland Partner Group on behalf of HopeLift Shane Wallack, Project Manager for Riverstone Residential on behalf of the Salvation Army White Shield Center Lynn Blankenship, Director of Maintenance for Guardian Management on behalf of NW Housing Alternatives Visit our Charity Auction page at www.biddingowl.com/multifamilynw for more information and to place your bid!

June 19, 2014 8:00 AM PST - 12:00 PM PST Basic Electrical for Spanish Speakers (Portland, OR) June 23, 2014 9:00 AM PST - 11:00 AM PST Section 8 Forum with Home Forward (Portland, OR)

July 1, 2014 8:00 AM PST - 9:30 AM PST New OSHA Requirements (Portland, OR) July 8, 2014 9:00 AM PST - 11:00 AM PST Fair Housing for Maintenance (Portland, OR) July 10, 2014 1:00 AM PST - 1:00 AM PST PDX Charity Golf Tournament (Portland, OR) July 11, 2014 12:00 PM PST - 1:00 PM PST It's the Law Lunch Time Series: Dealing With Non-Tenants - Unauthorized Occupants, Trespassers & Ejectments (Portland, OR)

June 25, 2014 1:00 PM PST - 4:00 PM PST LARRC - Law and Rule Required Course (Portland, OR)

Oregon Parking/Carport Agreement M158 OR

This form allows the legal disclosures necessary to enforce the landlord’s rules of the parking lot. Keep track of vehicles that belong to residents, show the monthly cost plus the deposits and late fee applicable for the parking space, and take advantage of the printed rules and regulations that keep the lot orderly. The form also gives options for guest parking and has a template for distributing parking tags/stickers or other identification. This informs residents that violations of these rules can result in towing of vehicles. Rental Housing Journal Metro • June 2014

RENTAL HOUSING JOURNAL METRO

7 Fun Tenets of Business that You Can Apply to Life Straight-Talking Texas Entrepreneur Offers Principles that Transcend Industry

ithin the first five years of a small-business venture, about half do not survive, according to the government’s Small Business Administration. And after 10 years, only a third are still around. “Successful entrepreneurship hits the bull’s eye of the American dream, but most simply do not make it,” says veteran Texas businessman David M. Smith, author of “The Texas Spirit.” “You don’t have to have extravagant wealth or a degree from Harvard to make it; a successful business requires essentially the same thing for a successful life – perspective.” Smith reviews some common denominators for success. 1. Aim at nothing and you always hit it. “If you’re like me – perhaps with a touch of ADD and someone who wants to do too many things than you have time for – this is a helpful aphorism,” Smith says. Not every idea that comes to mind should be pursued; be very selective with your time, and when you go after something, go full-throttle. 2. You cannot win on the defensive in business or any other endeavor. Don’t think in terms of defense; instead, think of counterattack. To take a defensive position on anything means that you have conceded at least some of your position. 3. Work toward optimal employment for everyone in your company. “At least once a year, I have a one-on-one discussion with every person in our companies – a renegotiation to hopefully renew employment for a longer period,” he says. “This adds an important personal touch and attention to detail.” Of course, the same approach will offer an excellent return in your personal relationships, too. 4. Keep in mind Union Pacific’s motto: “Safety is my responsibility.” Safety should always rank high in your priorities; it’s easy to take it for granted until a catastrophe happens. Texmark celebrates

more than 25 years without a production-halting accident – a remarkable record in the industry. 5. Organize projects, planning and profit action with at least three people, but never more than five. You need a point person for the meeting and at least two compatible partners – more than five people gums up the process. Meet weekly; the point man should set priorities and is most responsible for action. 6. People chemistry is more important than process chemistry. Just as you must have a process for making chemicals built around operating conditions that are best

for the desired chemical products, so too should you have the right chemistry of people working together. The right chemistry is trickier than you think. 7. Promote voluntary participation regarding medical benefits and thrift and savings plans. It’s always best to put individuals in charge of their health and financial destiny – to let people consciously choose their plans. Monolithic systems arbitrarily imposed by institutions are the beginning of stagnated individual responsibility. About David M. Smith David M. Smith is the author of

www .R entalH ousi n g J o u rn a l . c o m

The multi-family industry continues to grow in the Northwest, and one of its leaders is Becki Beusch, President and owner of Apartment Advantage Staffing and Seattle Apartment Finders. “No one wakes up planning a career in the apartment industry,” Beusch jokes with her colleagues. “But I fell into it through a friend, and love working in all areas of the housing market.” Beusch – whose college training in marketing and Becki Beusch branding led to an early career in retail as a personal shopper for major department stores including Nordstrom -- has been in the property management industry 25 years. In this interview, we asked her to focus on starting Apartment Advantage Staffing, a temporary staffing agency which began in 2003. Becki, what made you decide to start Apartment Advantage Staffing? Apartment Advantage Staffing grew from a need we experienced at my other business, Seattle Apartment Finders, a corporate rental agency. During the recession following September 11, 2001, many apartment communities scaled back their staff, and we found it hard to get an appointment to take our clients to look at apartments. I met with one of our clients, a property management VP, and asked what she saw as a solution. She said she wished there was a temp agency that trained leasing agents who could be hired to supplement their staffs as needed. The idea of Apartment Advantage Staffing was born in 2003 in Seattle, and in 2007 we opened our Portland/Vancouver office. We were amazed at our overnight success. We listened to what our clients wanted and needed, and structured our plans based on that. Quality service is always at the forefront of our mission. It’s one thing to be the largest in the industry, but another to be the best. We like to think we are both. But there are many employment agencies. What makes Apartment Advantage different? Because we’re specific to the apartment industry, we consider our Team to be career counselors, promoting the great opportunities of our industry. Our focus is on education, quality training, and career advancement. We have a program, Career Advantage Academy, we started in 2007. We consider this one of our greatest achievements. Since the recession happened shortly after, it allowed us to train and employ individuals who were unemployed, and helped people support their families during those uncertain years. Many wonderful property management professionals graduated from this program, and now have a career in the apartment industry, including several who have been recognized by the Ace Awards in Portland and the Emerald Awards in Seattle. At the Emerald Awards in February, a manager in Seattle noted in her winning acceptance speech that she could not have won without the help of Apartment Advantage at her community. We were absolutely humbled by her recognition of our services as a contributor to her success.

Becki, tell us how you got into this business. That is the one thing we all laugh about…how we came to be in apartment industry. Most happened upon this great industry completely by accident. I worked in retail, and was referred by one of my associates who had a friend in the property management industry. I started out as an outside sales rep for a large supplier. Many of my former on-site clients are now

running the property management companies with whom I work today. Those partnerships have been invaluable to our success. A nice thing about our industry is that it is recession-proof! There will always be a need for renters, and there will always be a need for people to work in the rental industry. Did you have a mentor? Yes. It was our Vice-President at Archstone Communities, Mike Bissell. Mike always said, “Do the right things, and everything else will follow.” By that he meant getting back to the basics of good smart business; always be fair, diligent, and transparent in your business practices. That’s Property Management 101: take care of your clients, both internal and external. Mike’s background – like mine -- is marketing, so we tended to approach strategies in the same way. He was big on branding and protecting your brand. It sounds like you learned a lot during your time at Archstone. Yes, they were growing nationwide -- and then globally -- in the 1990’s. Most of our Apartment Advantage corporate and training staff were associates who came from Archstone Communities. Archstone had exceptional training, and both our Seattle and Portland trainers came from this program after long careers in property management. We are very proud of our excellent Team and their passion for training and education. As I look back on my early years in retail, I have to say that working at Nordstrom provided great training in customer service. They really were the leaders in that field, and I was able to learn many valuable skills that remain relevant today. Can you share some unusual stories from your company? We are often called into emergency and unforeseen situations. Several years ago, one of our maintenance technicians went out to the community of a new client. He called us to say that everyone at the site was carrying a gun. He asked, could he go home and get his gun? Needless to say, we pulled him off the assignment immediately! Another time, we sent out a new agent for a concierge assignment. When we asked her how things went, she said it was great fun. She said she picked up the manager’s dry-cleaning, bought wine for her dinner party for later that evening, and picked up the manager’s dog from the groomer. Then, later we found out that the manager had also asked our maintenance tech to pick up her children from day care during a previous assignment. I had to have a chat with that manager. She laughed, and said maybe she was taking too many liberties with the concierge position! I understand your company is very active in charitable and professional activities in Seattle and Portland. Yes, we are very dedicated to giving back to the community through several ambitious charitable organizations. We have raised many tons-literally--of food for the local food banks each year. Both offices participate in the local apartment association service committees and are active in fundraising and volunteer work. This year I am also the chair for the Washington Multi-Family Housing Association (WMFHA) Service Committee in Seattle. We are looking forward to establishing a set of charities and volunteer opportunities for our state members to participate in, and to expand our reach through service to the community. I believe we also have a responsibility to support our industry and mentor our new members. I was on the WMFHA Board of Directors for 6 years, and I have been on the Pacific Northwest Relocation Council Board of Directors for 12 years. How did you feel when Apartment Advantage won the Emerald Award in 2012? To be recognized by your industry peers is the absolute greatest honor of all. Our Team was so thrilled to have received the WMFHA Emerald Award in Seattle for Industry Partner of the Year in 2012.

www.apartmentadvantage.com Greater Seattle/Tacoma .........................................425-456-3663 Greater Portland/Vancouver................................503-644-8233 Rental Housing Journal Metro • June 2014

Becki Beusch’s Apartment Advantage Staffing provides temporary staffing to the industry

Can you tell us more about the Academy? At this time of year in particular, we are excited to have a fresh new group of college graduates join us in our Academy. Once our new graduates complete their formal classroom program, they are partnered with one of our Star Trainers -- our senior leasing and maintenance agents -- at the site level for hands-on training. Here’s an interesting statistic: our average “temp” employee has been with us for three years or longer, and many have been with us seven or eight years.

V i s i t u s at

“The Texas Spirit,” www.TheTexasSpiritBook.com (2014; Halcyon Press). He’s the founder and owner of Chemical Exchange, Inc. and Texmark Chemicals of Galena Park, Texas. An El Paso native, he attended the University of Texas in Austin. Early in his career, he moved east to Houston and established himself in the petrochemical industry. His new book, “The Texas Spirit,” features a series of essays about the ways in which the United States can benefit from Texas’ example, including economic models and moral fiber.

RENTAL HOUSING JOURNAL METRO

Insight Into a Successful Apartment Management Company

What Really Makes it Work! impression which leads to good results no matter where you are.

recently had the opportunity to visit with Dick James, the owner of Dick James & Assoc., a wellrespected apartment management company currently managing more than 6,000 units in three States. In life, there are individuals that you meet that you appreciate for their enthusiasm about their work, treating everyone in their company as “family” and taking a sincere interest in every employee. Dick’s web site (www.djaproperties.com) notes that “they care for every property like they own it”. He attributes his success to this mandate – plus some very basic philosophies. His answers to my questions provide insight on how a successful company works. Jim Kasten: How did you get into managing apartments? Dick James: I was a very active apartment broker in the Sacramento area for many years, and then I started putting together a large number of partnerships that invested in and purchased apartments. I had worked with a number of management companies with mixed results, leading my wife and me to the decision that we thought we could do a better job managing apartments than what we had experienced. In 1994, we decided to start our own management company. The first property we started with was a 52 unit property that had about $15,000 in unpaid bills. We were told by the management company that it was a difficult property and that we should sell it. I did not agree as I always thought it was a good property with a lot of potential. We took it over without knowing much of anything about the management business. However, by making reasonable decisions and dealing with issues based on our ownership experience, we had all of the bills paid within a few months and a substantial amount in savings by the end of the year. The approach we used was simple and very basic which laid the foundation for our philosophy to managing apartments. Based on the success

JK: When you were in our office, you noted that you typically manage “B” and “C” quality properties across the Valley and currently manage communities from 52 to 336 units in size. With the increase in new “A” quality apartment construction, do you think there will be significant influence on your properties?

of this one property, we acquired more properties and turned them around rather quickly. Our business has continued to grow, mostly from repeat clients and referrals. JK: How many units do you currently manage and where are they? How many in metro Phoenix? DJ: We manage close to 6,000 units located in the Sacramento area, Phoenix, Tucson and Reno, of which proximately 2,000 units are in Arizona. Flying my own airplane allows me to visit the properties on a regular basis, as well as respond quickly if the need arises. JK: What makes your company special? DJ: The thing that makes our company most special is our approach to managing. Not only do we keep a simple and basic approach, we manage as if we owned the properties, as if it were our money to spend or not spend. This concept is embraced by our managers, maintenance personnel, and all of our supervisors. Our employees have the authority to

make decisions and they know I will back them up if they make a mistake. I have made many mistakes, so I know how important mistakes are in the learning process. As Dale Carnegie said, “The successful man will profit from his mistakes and try again in a different way”. I want our employees to build confidence and self-esteem so they have the tools they need to run their properties as if they own them. Additionally, we are a family based company and seven years ago we brought in my daughter, Michele, who has worked as a CPA. She has embraced the management business and has become an integral part of our company. Her background in business and accounting makes her an asset to our company. Also, I am personally involved in every property we manage bringing my years of experience to our business. JK: You manage apartments in a number of cities in California, Arizona and Nevada. Is there anything unique to metro Phoenix? DJ: While each area may have some unique characteristics, our basic approach to managing enables us to effectively run a property no matter where it is located. We also encourage our employees to be warm and friendly and leave a positive first

DJ: I believe the increase in “A” quality apartments will have a positive effect on “B” and “C” quality properties. With the cost of new units being high (approximately $150,000 per unit in Phoenix and $200,000 in Sacramento), the rents of these new units will have to be much higher to accommodate the higher cost of construction. We have a huge back log of people that are living at home due to the current economic conditions and once those start improving and we see meaningful job growth, we will see a greater demand for rentals. So in effect, the new units are like a new Mercedes Benz but not everyone can afford a Mercedes. This will lead to more renters being interested in “B” and “C” properties. Also, many of these new properties are being built in the outlying areas, thus, making infill properties, particularly those that have been improved, more desirable with the ability to get higher rents. JK: Since 2010, vacancy rates have dropped every quarter. Have you had a similar increase in occupancy and if so, have you been able to decrease concessions and been able to raise rents? DJ: We have definitely seen improved occupancy and we have been able to reduce concessions, as well as raise rents. However, you have to take into consideration the micromarkets and the specifics of the property you are managing. If the property is a bit run down, it will take longer to respond to an improving market. With the lack of meaningful job growth in the higher paying jobs, we have done a good job of monitoring rents to maintain good occupancy while maximizing the cash flow of Continued on page 14

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RENTAL HOUSING JOURNAL METRO

Four Tips ...continued from front page of water per week—more during the peak of summer and less during spring and fall. Check out the Weekly Watering Number at www.conserveh2o.org to see how much to water your plants and lawn each week. 4. Maintain. Routine maintenance such as mowing, fertilization, moss control, weeding, aerating and dethatching will keep lawns healthy. Make every drop count by checking your irrigation system regularly; even small leaks can waste hundreds of gallons of water. Conserving water makes economic and environmental sense, and helps our region meet our long-term water supply needs. Property managers care for much of the region’s landscape; by creating and maintain-

ing a waterwise lawn, you will create a beautiful landscape for your tenants and help to preserve a valuable community resource. About the Regional Water Providers Consortium The Regional Water Providers Consortium (a group of 20+ local water providers plus the regional government Metro) is committed to good stewardship of our region’s water through conservation, emergency preparedness planning, and water supply coordination. The Consortium provides resources and information to help individual and commercial customers save water. www.conserveh2o.org

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he telephone is your single most important leasing tool and it’s probably the easiest “tool” to operate at your community, but is everyone answering it when it rings? Many apartment communities are spending time and money on designing creative, effective ads and signage to make their phones ring. Yet, believe it or not, many leasing people are still choosing not to answer their telephones. Worse yet, those who are relying on voice mail to take messages, are not always returning calls in a timely manner or even at all. I cannot tell you how many shopping reports I received last month with remarks like this: “If I had really been looking for a new home, I would have given up trying to reach someone here. The phone went unanswered as I attempted to make contact numerous times, and no one returned my call when I left a message.” For those property management companies who regularly evaluate their employees with a shopping program in order to “perfect their performance,” they are also testing to make sure someone is simply answering the phone and returning calls! Of course having difficulty making contact with the leasing office is merely an inconvenience for the Secret Shopper, as I am only PRETENDING to need an apartment. What about REAL renters out there? What do you suppose happens to them? My guess is they are living in your neighborhood, perhaps in an apartment at the community next door because someone answered the phone on the day they were looking for a new home. The question that keeps coming up over and over again from property managers and owners is this: Q: How can I get my leasing Jan, Mar, May, people to convert more of their telephone traffic into actual visits and

then rentals? Then there’s the question from the leasing consultants and managers who primarily work alone due to budget constraints and the size of their communities: Q: I know my supervisor is concerned about the office coverage and my ability to always answer the phone, but since I work by myself I have to take care of everything out on the property and also run all the errands. I just can’t be in the office all day, every day. What can I do?

managers forwarding calls to a cell phone, but are not seeing a high percentage of callers being converted into visitors, maybe your employees need an “incentive” as extra motivation to work harder on setting appointments, rather than just answering questions and giving out information when the phone rings. It could be something as simple as a Starbucks gift card in the dollar amount of the number of callers turned into visitors and something more for every visitor who becomes a resident. (Of course a guest card system and/or telephone log would have to be in place for verification purposes. . . .)

as it is to pick up when the calls are routed through an ad source or you see your supervisor’s phone number come up on your caller ID! – It just may be the Secret Shopper calling . . . Are you dealing with a unique challenge or unusual situation at your community that you would like to see addressed next month? The Secret Shopper would like to invite you to send in your questions, as other people may be dealing with the same or similar issues. - You will remain as anonymous as the Secret Shopper! Please ASK THE SECRET SHOPPER by making contact via e-mail. Your questions, comments and suggestions are ALWAYS welcome! ASK THE SECRET SHOPPER Provided by: Joyce Kirby SHOPTALK SERVICE EVALUATIONS Phone: 425-424-8870 E-mail: joyce@shoptalkservice.com Web site: www.shoptalkservice.com Copyright – Shoptalk Service Evaluations

A: It sounds like the people behind these questions/concerns all have the same goal in mind, but have yet to devise a plan in order to If the day-to-day responsibilities achieve their objective. While the day to day operations of caring for each of managing your community make community and its residents must you repeatedly absent from your be carried out, there will be no new leasing office, consider forwarding residents to take care of without ac- your calls to a cell phone. This will tive leasing. The most obvious solu- minimize the inconvenience to your tion is as simple as forwarding your prospective renters and anyone else p office calls to a cell phone. By having that might be trying to get a hold calls forwarded and being prepared of you, as well as make you readily to quote information about your available in the event of an emergenavailable apartments, you can eas- cy. By the way: It’s just as important ily set appointments while you are to answer the calls marked “private” out walking a vacant apartment or running a bank deposit. Of course you will have to always be prepared with something to write on and possibly take a message if a call comes through when you are unable to talk. However, in receiving a “live voice,” rather than a message, your callers are more likely to give you their name and number for a call back rather than leave you a voice mail. Of Attorney Drawn Forms for all VALLEY, METRO, ARIZONA APT. NEWS course if you aren’t in a position to Your Rental Needs! answer your phone, how about regularly checking for messages AND returning calls? While you’re at it, how Now 4 Convenient Ways to Get Forms about also checking for e-mails from prospective renters. – Most of you 1. Visit www.rhaoregon.org, go to the “tools” page can do that with your phone too!

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LED Lighting ...continued from front page 12.5 watt A19 indoor bulb, a common LED light, was tested against the CFL GE Energy Smart 13 watt bulb. Although the two bulbs compared favorably in energy efficiency, the LED lasted 17,000 hours longer than the CFL. You would need three CLF bulbs to match the longevity of the 25,000 hour lifetime of the LED. When factoring in replacement cost, which can mean hiring a professional at $30-$60 an hour, the CLF become much more costly than advertised. LEDs range from 25,000 hrs. – 90,000 hours in lifetime, no other single lighting method comes close. Energy Savings: The primary reason for switching to LEDs is to save on your daily energy consumption and cost. According to the U.S. Commercial Buildings Energy Consumption and Intensity Trends report retail locations using over 40% of their energy consumption on lighting, business and building owners need to make a change. However many commercial owners have yet to make a switch because of the relamping cost, especially since many owners just switched from incandescent to florescent bulbs in the last five years. The reduction in consumption can reduce the utility bill while increasing the value of the building. Let’s take a large department store, which uses 300 250 watt halide high-bay fixtures. In one hour this store will use 75,000 watts on these lights. If these were replaced with 400 24 watt LED high bays, the store would use 10,000 watts in that hour. If these lights are on 14 hours a day, with a cost of $0.10/watt the store would be saving $32,000 on energy every year. LEDs are 80% efficient, which means they convert more energy into light, reducing waste and consumption. Control systems can also be put in place so the lights can be dimmed, brightened, or turned off based on specific preferences. In addition an asset boost is possible. In a 200,000-square foot office building that pays $2 per square foot in energy costs, a 10% reduction in energy consumption could be an additional $40,000 of NOI. At a cap rate of 8% this could mean an asset value boost of $500,000. The energy savings don’t stop at the lighting when LEDs are installed. Because less heat is generated, HVAC systems don’t have to compensate for the heat generated by light bulbs in your office and have more power available to deal with the 90 degree summer heat.

i.e. retail lighting, kitchen lighting, classroom lighting etc, and CRI determines if the enlightened colors will appear correctly to the human eye. LED lights have an advantage in both of these areas because they are adjustable and can be manufactured for specific color temperature while also ensuring colors are well lit. With increased control over temperature and CRI owners can provide better lighting for each application they need. These applications can range from office and parking lot lighting to retail and restaurant lighting, yet each needs different intensity and temperature to create an atmosphere or to improve safety and visibility. Tax and Government Incentives: Most owners are still worried about initial implementation cost. However, there are a number of programs offering incentives and rebates for making important lighting up1 8/30/2013 9:46:48 AM grades. PGE_SpectrumAd_BW_5.pdf Lightingtaxdeductions.com

and Energy Trust of Oregon’s Lighting Incentives Sheet, allows owners to supplement the cost of their upgrades either upfront or through tax deductions. In addition The Energy Policy Act of 2005 provided energy

efficient commercial buildings a tax reduction program for lighting systems that exceeded lighting code standards (Energy Policy Act Tax Deduction Information). Each of these continued on page 12

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Lighting is Better and Brighter Although the lighting debate focuses on the environment, cost, and energy efficiency it’s important to include quality of lighting. Quality of light is often determined by the color temperature, measured in kelvins, and the color rendering index (CRI), which indicates how accurately the light renders colors. These are important because color temperature changes based on the application, Rental Housing Journal Metro • June 2014

RENTAL HOUSING JOURNAL METRO

How Financial Spring Cleaning Can Lead to a Richer Long-Term Outlook 3 Areas to Consider for Increased Savings

ne lesson the average American should have learned from the recent financial crisis and gradual recovery is that putting more money into savings is, in general, good, says veteran financial expert Jeff Gorton. “When things are fine, most of us are prone to commit less of our money to savings; when the economy is down, however, we realize that having money is far more important than spending it on things we don’t need,” says Gorton, a veteran Certified Public Accountant and Certified Financial Planner™, and head of Gorton Financial Group. The personal savings rate in July 2005 hit an all-time low at just 2 percent, according to the Bureau of Labor Statistics. But in May 2009, near the beginning of the recession, the average American’s savings rate hit a high of 8 percent. “That rate dwindled as the economy recovered, which is unfortunate because you can do more with accumulated money, including benefit from investments yielding compound interest, which means that interest also earns interest in an

investment,” says Gorton, who suggests practical ways to trim spending in the short term in order to get your financial house in order and accumulate more money in the long term. • Car buying says plenty about how a consumer views their money. For most Americans, the question is whether to buy new or used. The

moment you drive a brand new car off the lot after the purchase, the car’s value drastically drops. Many of the benefits you may enjoy in buying a new car can be had with a certified pre-owned car: low miles, good-asnew functionality and, usually, that new-car smell. And, a given model will have a history, so you can avoid

cars that have been recalled. Buying a certified pre-owned car will save you several thousands of dollars versus buying new. • Summer vacation is an important lifestyle enhancer for many couples, but consider replacing the $400-per-night hotel with a condo continued on page 15

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Dear Maintenance Men: By Jerry L'Ecuyer & Frank Alvarez

Dear Maintenance Men: I am about to undertake a landscape rehab project at my building. My problem is that I have a 25-foot King Palm in the way. Can this palm be moved? I’ve also heard that landscape companies will pay for good-sized palms or at least remove the tree for free. Is this true? John Dear John: Good question. We contacted a couple of local tree and palm experts in our area. They said King Palms do not travel well and if they are laid down on their sides for transport, they have a low survival rate. For that reason most tree companies will not pay for or remove a King Palms for free. The cost of hiring a crane truck and crew for transplant, most likely will be more than the palm is worth. If it were us, we would try to find a way to include the palm in our new landscape plans or pay for a tree removal service. Dear Maintenance Men: I have a funny problem with the au-

tomatic vehicle gate at an apartment building we manage. It gets stuck open at odd times for no reason. I have sent the handyman to repair the gate, but he found nothing wrong with it. Manual Dear Manual: Double check all the gate systems are working properly. Chances are the problem might be a stuck remote control unit in one of the resident’s car. What happens is the control button is stuck on and when the resident comes home, the gate opens automatically and chances are they are parking close to the gate. When they leave the property and get out of range of the gate receiver, the gate returns to normal operation. Finding the defective remote control unit will require a bit of detective work. You will want to determine the range of the controller, and then talk to the owners of the cars parked within the range. Another possibility may be that the remote receiver is failing. The gate will open when cars exit by driving over the gate “loops”, but will be unable to re-enter with their remote control units. The receiver is located near the gate motor assembly and can easily be replaced.

Dear Maintenance Men: I am in the process of installing new dead bolt locks on a number of doors at my building. These doors have never been drilled for dead bolts before. The problem I’m running into is how to line up where to drill for the latch plate in the doorframe. Do you have any good tricks for getting this done? Ken

Dear Ken: Indeed we do. Lip stick or shoe polish is the answer. After the dead bolt lock is installed in the door and with the door open, extend the bolt. Now, dab the end of the bolt with lip stick or shoe polish and return the bolt to the unlocked position. Close the door and attempt to lock or extend the bolt into the frame. Open the ... continued on page 19

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4 Ways to Make Your New Home More Eco-Friendly environmentally responsible and sustainable way. Other materials, such as flooring and counters, are available in renewable and sustainable sources such as cork and bamboo, as well as recycled rubber and stone.

our new house might have a pretty big environmental footprint. Buildings, including homes, account for nearly 40 percent of all energy consumed in the U.S., according to the Environmental Protection Agency. Now that you own your home, you can plan remodeling and renovation projects to make your living space more environmentally conscious. Insulate Your Walls Insulate your home and use less energy to heat and cool it. Newer homes tend to come with insulation, but they might benefit from more. Older homes tend to have less insulation. The Department of Energy recommends a home inspection to learn the R-value of the insulation before you add more. R-value is the resistance to heat; the job of insulation is to keep heat on the correct side of the wall (out in summer, in during winter). First check with your local utility company to see if it offers free home inspections for heating efficiency. If not, they might have a list of recommended contractors whom you can pay to inspect your home.

Window treatments can also help you reduce your heating and cooling costs, while making your home look a bit more stylish. Hang roman blinds or a pair of thick curtains in your windows to block the heat in the summer and keep cold air from seeping in through the windows in winter. Keep the shades or blinds lowered or the curtains drawn in the summer to efficiently reduce heat gain. Drapes with a white backing can reduce heat gain in the summer up to 33 percent, according to the Department of Energy.

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Dispose of Appliances Properly Upgrading the older appliances found in your new home is a simple way to improve your home’s interior and cut the amount of energy it uses. Look for new appliances that have the Energy Star label, because they use around 15 percent less energy than non-labeled appliances. When you get new appliances, don’t just chuck the old model out with the garbage. Find out the proper disposal procedures for your area. Older appliances, such as refrigerators, can contain hazardous materials, including mercury and oil. Some stores will pick up and dispose of old appliances for you, or you might be able to recycle them with your municipality. by Aimee Miller in Greener Properties from PropertyManager.com a Service of AppFolio

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Three Important Steps for Welcoming New Property Management SuperStars! by Ernest F. Oriente, The Coach

nce you have hired a new property management SuperStar, the next step is critical. It’s now time to welcome this SuperStar into your property management company in a way that will accelerate their success and make a lasting first impression. Read the three steps outlined in this article to learn special tips for welcoming a new SuperStar and how to organize a positive and productive first week. Organizing their arrival: When organizing the arrival of a new SuperStar, preparation must begin at least one week before their first day of employment with your property management company. This preparation might include gathering the following: a company directory/handbook, a telephone/fax/address/Email list, a cell phone with fresh batteries, personalized business cards, a computer with all the necessary software already loaded for them, a folder with any corporate or medical/health forms they will need to complete on their first day and any property management forms or special business tools they will need. Here are some additional ideas: stock

Rental Housing Journal Metro • June 2014

their office/desk with enough office supplies for a full month, a company credit card, easy-to-follow directions for common office tools like the telephone, fax machine, computer scanner, E-mail and the copy machine, a day planner or new calendar logged with important events or meetings, and maybe a nice company mug to say “welcome aboard”. Tip From The Coach: Remember, the preparation that is done prior to the arrival of your new property management SuperStar will make for a smooth first day and ensure that training can continue on the second day, with no interruptions. To ensure that each SuperStar receives the best welcome aboard, review each of the items listed in the above paragraph and create an internal checklist specifically customized for your property management company. The format and flow of this first week will make a big impact with new SuperStars, but you only get one chance to make a first impression—so make it count! Planning their first day: Wow! What a great plan to welcome your new SuperStar, right? So what’s

missing? Assign a person in your property management company who will be fully responsible for welcoming each new SuperStar in a way that is consistent with your company culture and high standards. Start by selecting a SuperStar on your current team and assign him or her to be a welcome mentor for your new SuperStar during their first week. This person can show your new SuperStar around your property management company, make introductions to your residents, go to lunch with them the first few days, and explain the company hierarchy and procedures. Most importantly, this mentor can answer the many questions all new SuperStars will have. Tip From The Coach: On the first day you can help your new SuperStar gain acceptance among the team by quoting him or her about a new idea or suggestion they shared with you. This demonstrates that you value their feedback and will be quick to give them credit. This also shows your current team that the new SuperStar on their team can make valuable contributions to the success of your property management compa-

ny and will accelerate the acceptance process. Scheduling the first week: As the hiring manager you are also responsible for meeting with your new SuperStar at the start of their first day to share with them the written plan you have for their first week. This written plan should include a specific agenda, detailing their exact training steps and who will be assisting them in their learning. In addition, this plan must include a space for each of you to sign and date every step in their training plan as they are being accomplished. This is an important check-and-balance, because it communicates to your new SuperStar that they are responsible for the success of their training and you are equally responsible for the completion of a comprehensive training program. Tip From The Coach: At least for the first week, meet with your new SuperStar for fifteen minutes at the end of each day. Make sure they are settling in, answer their questions, review their responsibilities and ask how their transition into your prop... continued on page 14

RENTAL HOUSING JOURNAL METRO

LED Lighting ...continued from page 7 programs are very specific, depending on the type of building, the lighting applications, and the costs they will cover, but they are incredibly helpful is getting your project off the ground despite high costs. With the Energy Independence & Security Act of 2007 the U.S. began to implement stringent lighting standards aimed at efficiency. The bill called for certain inefficient lighting to be phased out by manufacturers and suppliers. As of Jan. 1st, 2014, 75 watt and 100 watt incandescent bulbs were cut from manufacturing, thus, forcing consumers to find more energy efficient options. Rebates still remain to make retrofitting easier but as energy efficient lights become standard these rebates will be phased out as well, so don’t miss your chance.

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Many hardware stores and manufacturers have recycling programs especially for these lights. According to the U.S. Energy Information Administration most of the nation, 70% of our electricity is generated through coal or natural gas switching to energy efficient lighting will reduce our need for these environmentally harmful energy sources. In Oregon our power is generated through hydro-electric and natural gas, with some of slack picked up by Coal and Biomass, meaning that ... continued on page 13

Environmental Plus: Although saving energy is a plus for the environment, efficient light bulbs are not made out of thin air. Many light bulbs( including florescent bulbs) are produced with and contain harmful chemicals like mercury and lead. Sophisticated recycling techniques are needed to make sure these metals don’t enter our water ways, where they could be very harmful. LED bulbs on the other hand, contain no mercury and aren’t considered a hazardous product, making them far easier to recycle.

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LED Lighting ...continued from page 12 even little changes can remove coal from our consumption profile. Conclusion For commercial owners, energy efficient lighting upgrades, specifically LED lighting, improve your property in many ways. LED are comprehensively more energy and cost effective than comparable lighting methods, saving on cost, energy consumption, and maintenance, while also reducing stress on other operations like HVAC. The cost of labor, including installing, replacing and repairing, will reduced, saving owners time and money that would otherwise be used to organize and pay technicians. In addition these

savings increase the value of your asset, making your property more desirable for owners. Lighting that’s up to the highest efficiency standards will be a great selling point for potential tenants, who are looking to save on energy costs with top of the line operations. Time is running out to take advantage of the programs and rebates that will make your LED transition easier. However, if it happens today or in a year LED lights are still the best all-around lighting value and just may be the brightest idea for improving your property. By Ari Goodblatt of Bluestone and Hockley and Jim House of LED Trail ARIZONA, ALASKA, CALIFORNIA, COLORADO, DELAWARE, FLORIDA, GEORGIA, ILLINOIS, INDIANA, KANSAS, KENTUCKY, MASSACHUSETTS, NEVADA, NEW JERSEY, NEW YORK, NORTH CAROLINA, OHIO, OREGON, PENNSYLVANIA, TEXAS, UTAH, WASHINGTON, WASHINGTON D.C., WEST VIRGINIA & MORE.

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Pursuant to RCW 59.18.150, this is your 48 hour notice that the dwelling unit and your landlord or their premises located at agents will be (Address) ______________________ WA-RTG-20 ___________ Washington ______________________ _ between the hours of (Date)K-OUT CONDIT and ION(Time) REPORT(Time) . The entry will occur for __________Doors/Woodwork __________ the following purpose: __________ ADDRESS: __________ ___________ Doors/Woodwork _____________________ ____________________ Counter Tops __________ Additional Security Deposit Required:$ ___________ ____________________ Locks ______________________ ___________ ______ CITY: __________ ___________ Locks ________UN ____________________ ______________________ IT: _____________________ Cabinets ____________ AGREEMENT _____ STATE: ________ ____ Ceilings ______________________ Rating Scale = (E)Excellent ZIP: _________________ Ceilings ____________ Tenant(s) certify that the above pet(s) are the only pet(s) on the premises. Tenant(s) Sink (VG) Very Good Electric Outlets (G)Good understands that the additional pet(s) are not permitted unless the landlord gives ten (F)Fair (P)Poor Electrical Outlets IN Out ant(s) written permission. Tenant(s) agree to keep the above-listedFloor pets in theLIVING premises In Landlord AREAS Out Garbage subject to the following terms and Cans conditions: KITCHEN In Windows Out Walls BEDROOM Phone Windows

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- Owners and 5. Value - Large property management Color forand National Tenant Networkthat Logouse Rentegration.com for companies managers can Standards track income expense for each • unit, property and company. Per- only forms generation will save time and Logos are provided on the CD in all three forms: all black, reversed to white, or inproperty PMS 280 Blue/PMS 7543 Gray spot money or 4/color applications. over other methods. Mid and small fect for mid and small size managPlease see below for specific use examples. ers and independent rental owners, who size property managers and independent • No other colors are acceptable for use for the logo. neither have the need or budget for larger, rental owners can manage their entire busi• No altering of the logo is allowed. If you have a special circumstance that requires something not ness at aforfraction more expensive provided on software. the CD, please call NTN NA TIO NAL HEADQUAR TERS 1.800.228.0989 assistance. of the cost of other soft• Logos should not be put over a busy background. ware and forms. 4. Management Database - Rentegration. BLACK com is an easy to use, database driven soft- WHITE (with 40% gray circle)

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Sucessful Mgmt. Co....continued from page 4 the property. JK: . Since we broker apartment communities in metro Phoenix, if I wanted to suggest that a buyer consider Dick James & Assoc. for management - what main points should I tell the buyer?

to lessen the expenses and increase the owner’s cash flow. Can you shed some light as to how you are able to do this?

DJ: We have a management team that embraces our philosophy of managing everything as if we owned it. We do our best to spend money in smart ways by controlling costs, yet still effectively maintaining the property. We put a big emphasis on responding to clients and customers promptly and truthfully. Also, we get a lot of compliments on our monthly operating statement as it is very simple and easy to understand. If a client has a specific need, we are happy to go out of our way to accommodate their wishes. We tend to hire managers with good people skills and willingness and a desire to be successful, not necessarily with a great deal of managing experience. If we hire someone with a good attitude and a desire to succeed and train them using our philosophies, we will almost always be very successful.

DJ: One of the ways we control costs is to control our use of outside vendors. We hire a variety of maintenance personnel who can do a lot of the work in-house. As an example, my maintenance supervisor in Phoenix and Tucson is a licensed electrical contractor. Anything having to do with electrical issues, he can troubleshoot, and with the assistance of his maintenance staff, solve a problem without spending much money. We recently had a fire alarm issue in one of our properties and because it was about 40 years old, the alarm company wanted to install a new system claiming they could not fix the old one which would cost about $90,000. The maintenance supervisor did research on the system and figured out how to fix it which ended up costing only about $5,000. Now the system works well and the fire department is more than satisfied. When faced with a problem, we are always focused on going the extra mile to make the best financial decisions for our clients to maximize their cash flow.

JK: You said that every time that you have taken over a property, as best you could recall, you were always able

JK: At the end of our conversation – you mentioned that over the years you had developed Five Philosophies that

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have now come to be your guideline for management. DJ: When we started our management company, my wife was putting together the employee handbook and suggested I put something personal in the handbook from me to the employees. After thinking about it, I came up with what I call my “Five Philosophies" in apartment management. Little did I realize that these philosophies would become an integral part of our management company as it developed. The Five Philosophies have become the base we work from in managing our many apartment complexes. Whenever we take over the management a property that was managed by another company, there are always a few of these basic philosophies that are overlooked. One of the reasons it works so well is that the management team only has five basic things they have to remember. Rather than loading my management team with a lot of meaningless reports and things to do, they are able to focus on what produces results. This keeps things simple and, if things are kept simple, things get done.

Kasten Long Commercial Group Dick James & Assoc., Inc. 2821 E Camelback Road, Ste. 600 4849 Manzanita Avenue, Ste. 91 Phoenix, AZ 85016 Carmichael, CA 95608 602 677 0655 916 332 7459 Jim@KLCommercialGroup.com Dick@DJAProperties.com www.KLCommercialGroup.com www.DJAProperties.com The Kasten Long Commercial Group has specialized in apartment brokerage in metro Phoenix since 1998. Agents have brokerage more than 1,000 communities with gross sales in excess of 1 billion dollars. The company also provides weekly updates (by e-mail) on apartment sales and publishes an

Jim Kasten, CCIM Dick James, CCIM

Oriente, The Coach ...continued from page 11 erty management company is going. Remember, whenever someone new joins your company they bring fresh eyes and new ideas—so listen and watch closely to see what you can learn. Want to hear more about this important topic or ask some additional questions about how to welcome a new SuperStar? Send an E-mail to ernest@powerhour.com and The Coach will E-mail you a free PowerHour invitation. Author’s note: Ernest F. Oriente, a business coach/trainer since 1995 [32,050 hours], serving property management industry professional since 1988--the author of SmartMatch Alliances™, the founder of PowerHour® [ www.powerhour.com ], the founder of PowerHour SEO [ www.powerhourseo. com ], the live weekly PowerHour Leadership Academy [ www.powerhourleadershipacademy.com/pm ] and Power Insurance & Risk Management Group [ www.pirmg.com ], has a passion for coaching his clients on executive leadership, hiring and motivating property management SuperStars, traditional and Internet SEO/SEM marketing, competitive sales strategies, and high leverage alliances for property management teams and their leaders. He provides private and group coaching for property management companies around North America, executive recruiting, investment banking, national utility bill

auditing, national real estate and apartment building insurance, SEO/SEM web strategies, national WiFi solutions [ www.powerhour.com/propertymanagement/nationalwifi.html ], powerful tools for hiring property management SuperStars and building dynamic teams, employee policy manuals [ www.powerhour.com/propertymanagement/employeepolicymanuals.html ] and social media strategic solutions [ http://www.powerhour.com/propertymanagement/socialmedialeadership.html ]. Ernest worked for Motorola, Primedia and is certified in the Xerox sales methodologies. Recent interviews and articles have appeared more than 8000+ times in business and trade publications and in a wide variety of leading magazines and newspapers, including Smart Money, Inc., Business 2.0, The New York Times, Fast Company, The LA Times, Fortune, Business Week, Self Employed America and The Financial Times. Since 1995, Ernest has written 225+ articles for the property management industry and created 400+ property management forms, business and marketing checklists, sales letters and presentation tools. To subscribe to his free property management newsletter go to: www.powerhour.com. PowerHour® is based in Olympic-town…Park City, Utah, at 435-615-8486, by E-mail ernest@powerhour.com or visit their website: www.powerhour.com

Rental Housing Journal Metro • June 2014

RENTAL HOUSING JOURNAL METRO

Experts on… The Ultimate Set of Property Management Tools

ental Housing Journal posed this question independently to four industry experts: “If you were to look into the toolbox of a successful property manager, what 3 tools would you expect to see?” Here’s what they all had to say… Kate Good: Flexibility - Due to the fact that there is a lot about the role of a manager you cannot control, flexibility will keep you on a successful path. I have encountered people who are too rigid to be flexible and they end up being rather miserable to be around. This has lasting effects on the people around you and will show up in their attitude. A manager must demonstrate their ability to do a great job no matter what lands in your lap. Awareness - All problems can be solved. Sometimes you will need to think through the problem and other times you will go around the problem. Having an awareness that others have encountered what you have, there are resources and expertise at your fingertips, will help you be a standout. Step up to help so that you can standout as a superstar. Expertise – Never stop learning because nothing stays the same. Even the most seasoned people know that they don't know everything. Being an expert means that you are always in a state of growth even for the things you have mastered. Greg Knakal: The ability to multitask and prioritize. -- There’s always a lot to do and not enough time, so you have to know what to do, what’s important

and when things need to get done. Make it happen. The 4 Ps – People, product, price and promotions. Understanding the goals of the investor – Know what your owners want and want to get out of their properties and operate the property with those goals in mind. Katie Poole-Hussa: A Working Advertisement – Potential renters are faced with weeding through hundreds of property ads online to find the perfect place to move. Not only should your advertisements for vacant units "sell" the properties, your ads should also be selling you and your company. The property amenities, pictures, and monthly costs speak for themselves. So why not elaborate on what you as a landlord, and your company, can and will do for them as a renter. List items such as your length of experience, quick turnaround times in making repairs, available 24/7, etc. You're applying for a job just as potential renters are applying to rent. IPhone or Like Device -- Staying connected these days has become a way of life. The new culture of tenants expect quick responses from their landlords. Acting quickly in most situations is pertinent. Whether you receive maintenance requests, vacancy inquiries, or your clients simply need information, responding to any and all communications quickly can make or break your business. Compassion – Even if we can't count it, we all know compassion is real. We've all felt its power and in-

fluence. We also know there is more to achieving business success than market strategy and financial objectives. Where do these paths cross? People. Everyone has a story, and I make it a point in my business to both listen to a persons story, and take that story into consideration as the business relationship develops. Will Johnson: Winning Customer Service The property management career

is largely about serving customers. On one hand, you have the property owners. They’re paying you to manage their business efficiently, maintain their real estate investments and earn a nice return on them. On the other hand, there are your residents. They pay you to provide them with a safe, well-maintained and enjoyable place to call home. The problem with this picture is that the wants and needs of these two separate customcontinued on page 18

Finacial Spring Cleaning ...continued from page 8 rented through a private owner, especially if your vacation will last for an extended period. A condo rental should cost you in the ballpark of $200 per night, which totals $2,800 savings for two weeks. • Your home is probably your most significant asset if you’re like most Americans. But with that grand house on the hill comes plenty of costs, many of which you may not need. As with a luxury car, rethinking the amount of luxury for a home can save you big on taxes, insurance and maintenance. The cost of maintaining a large home can be put toward lifestyle activities, such as travel and hobbies. “Of course, these are all simply suggestions; money plays a major role in how we achieve happiness, and I’ve found through years of working with clients, a few tweaks here and there frequently yields greater satisfaction with their money,” Gorton says. “You don’t have to be on autopilot with your expenses.” Rental Housing Journal Metro • June 2014

About Jeff Gorton, CPA, CFP® Jeff Gorton is a Certified Public Accountant and a Certified Financial Planner™ specializing in individual tax and retirement planning as head of Gorton Financial Group, (www.gortonfinancialgroup. com). He is also an Investment Advisor Representative under Alphastar Capital Management, an SEC Registered Investment Advisor, and has a life and health insurance license. Gorton works with individuals and their families to create and protect their financial legacies. He specializes in working with retirees in the areas of tax planning, benefits, retirement planning, estate planning and safe money techniques. He received his BBA in Accounting from the University of Oklahoma. Gorton previously worked for 10 years as the Chief Financial Officer for a large retail organization, overseeing their accounting, benefits and 401(k) retirement plans.

RENTAL HOUSING JOURNAL METRO

Rate of Same-Sex Housing Discrimination Studied By Jo Becker, Education/Outreach Specialist, Fair Housing Council of Oregon

HUD survey released in 2013 involving 6,833 tests in 50 different metropolitan areas found that same-sex couples were over 15% more likely to experience discrimination than heterosexual couples. Sexual orientation and gender identity are not, as of yet, covered by the federal Fair Housing Act, but they are protected under state law in Oregon. Shanna Smith of the National Fair Housing Alliance responded to the study by saying, “This study serves as evidence that there is a dire need to include protections for the LGBT community in the federal Fair Housing Act. More enforcement of these laws is also necessary as discrimination continues at high rates even in states that have these protections for the LGBT community. The HUD study is groundbreaking in both its scope and magnitude. While the discrimination statistics are no surprise, the study itself was a crucial first step that needed to be taken to bet-

ter understand the extent of housing discrimination.” In another report released a year earlier, the National Coalition of Anti-Violence Programs (NCAVP) found that multi-year trends in antiLGBTQ hate violence and homicides continue . In fact, 2012 had the distinction of having the fourth highest yearly total of anti-LGBTQ violence ever recorded. The report details that transgender women, people of color, and gay men face the most severe violence. For more information about fair housing visit: www.FHCO.org/ sexualorient.htm. Here we offer a variety of tools – such as the Self-Assessment Compliance Checklist and Suggested Best Practices for Various Housing Transactions created by our colleagues at the Washington State Human Rights Commission – as well as a myriad of assessments and statements from HUD on the issues, as well as other relevant resources. If you or someone you know suspects their civil rights in housing have been violated, please contact our free and confidential Fair Housing Hotline today at 800/424-3247 ext. 2.

This article brought to you by the Fair Housing Council; a civil rights organization. All rights reserved © 2014. Write jbecker@FHCO.org to reprint articles or inquire about ongoing content for your own publication. To learn more… Learn more about fair housing and / or sign up for our free, periodic newsletter at www. FHCO.org. Qs about this article? ‘Interested in articles for your company or trade association? Contact Jo Becker at jbecker@FHCO.org or 800/424-3247 Ext. 150 Want to schedule an in-office fair housing training program or speaker for corporate or association func-

tions? Visit www.FHCO.org/pdfs/ classlist.pdf Federally protected classes under the Fair Housing Act include: race, color, national origin, religion, sex, familial status (children), and disability. Oregon law also protects marital status, source of income, sexual orientation, and domestic violence survivors. Additional protected classes have been added in particular geographic areas; visit FHCO.org/mission.htm and read the section entitled “View Local Protected Classes” for more information.

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Rental Housing Journal Metro • June 2014

RENTAL HOUSING JOURNAL METRO

What Americans Want in Apartment Landscaping

s you determine ways to make your apartment complex more appealing to tenants, you should pay attention to the latest trends when it comes to outdoor spaces. More specifically, take note of what the American Society of Landscape Architects found when they conducted their Residential Landscape Architecture Trends survey for 2013. Then consider using these findings to your advantage as you work to improve your property. Opportunities to Cook and Entertain Outdoors Top the List A whopping 96% of Americans surveyed said they wanted grills outside. This was closely followed by complete outdoor living spaces, including outdoor kitchens and areas to entertain guests. If your apartment complex does not yet have a built-in barbecue area, or grills at the very least, you might be missing out on tenants who value livable outdoor spaces. Seating is equally important according to the survey results, so make sure you have tables, chairs, or even basic picnic tables set up around the apartment complex. Installing some fire pits or outdoor fireplaces may also be the key to satisfying your tenants, according to 97% of the survey respondents. Sustainability Matters When It Comes to Apartment Landscaping More people care about sustain-

able outdoor spaces than you might have thought, and that includes landscaping. In fact, about 94% of people surveyed said they liked low-maintenance landscapes. Of course, in an apartment complex, the amount of maintenance might not directly affect the tenants, but it may affect your landscaping bill. Choosing plants that are native to the area can reduce the amount of work required to keep them healthy, and this move

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would please 87% of the survey respondents, too. Nearly as many people also like the idea of having gardens that grow fruits and vegetables. In fact, more apartment landscaping plans these days are featuring gardens as a major part of their sustainable outdoor spaces. You can offer one or even a few courtyard gardens, or even window boxes for tenants to grow their own food. Either way, this apartment landscaping can improve the quality of life in your complex. It often even increases the length of each tenant’s stay, since many people grow quite attached to their gardens after putting in hours of work to grow food. Lighting and Installed Seating Are Also on the Minds of Many Tenants About 95% of those surveyed claimed lighting was important to them in an outdoor space. After all, this makes it possible for tenants to cook dinner outside as the sun goes down or even simply feel safer taking walks at night. Considering how much people now value sustainable outdoor spaces, you should be sure to use energy-efficient or even solar lighting with timers and sensors to help keep light pollution to a minimum. Another common desire for outdoor space is the presence of installed seating. This ranges from simple ledges and boulders to installed benches. You can install what

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you think would look best in your apartment complex, again paying attention to sustainability by using eco-friendly materials that can stand up to your city’s climate for years. Outdoor Recreation Amenities Are Appreciated in Modern Apartments You might be surprised to find that outdoor recreation amenities, such as pools and tennis courts, garnered only 76% of the vote in this survey. In fact, more people – about 82% – thought having weatherized chairs outside was more important. That means the ability to cook outside and sit comfortably, perhaps in front of a fire pit, is more important to many Americans than access to a pool. Of course, many apartment complexes are still expected to have such fun amenities, especially in warmer areas. However, apparently you should focus on getting grills and seating set up first if your apartment landscaping is missing these features. After all, sustainable outdoor spaces are of great importance to many tenants. By Tara Armbruster in Greener Properties from PropertyManager.com a Service of AppFolio

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Experts on ...continued from page 15 ers are different, and at times seemingly diametrically opposed. The best property managers I know are able to deftly balance these opposing forces by managing expectations and selling the win/win/win. Without owners, there are no homes for your tenants and you’re out of a job. Without residents, there is no business for your owners and you’re out of a job. Your winning attitude and ability to bring balance and quality service to both, everyone’s needs are met and you not only have a job, you have a career. Organizational Tools - No matter how big or small your portfolio

is, there’s a lot to juggle. Between finances and maintenance and marketing and day-today management duties, this is a bog job and one that requires an ability to organize your time and tasks. These tools aren’t a one-size-fits-all situation. For some folks a day-planner notebook, a manila folder or three and a check registry might be enough. For others, a simple out-of-the box computer program will do the trick. Still others require big powerful enterprise software that allows you to track multiple properties across multiple owners and states while doing budgets, financial projections and guiding a

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satellite. The bottom line is you need organizational tools to be successful in this industry, or any other really. Know what you need to organize, find a tool or tools that do the job and then use them every time. It’s that simple. Quality Forms – Your property may have a foundation made of concrete, but a good property management business has a foundation made of rental applications, lease agreements and other legal forms that are compliant with national, state and local laws. Very little can cost you and your owners more money, more quickly than legal issues with a disgruntled tenant. Perhaps the most common cause for drawn out legal matters are bad forms. If you’re using bad forms to begin with, your business is shaky from the ground up and no matter what you do after you’re at risk. To build a strong foundation, start with forms from a reliable source. A local rental housing association is a great source for quality forms, also there are a number of sources on-line that offer state specific forms. If you have any question whatsoever, consult a local attorney specializing in landlord / tenant laws.

has recently added Apartment Developer to her resume with the ground breaking of 800 apartments in Houston, TX. She can be reached at Kate@ KateGood.com Greg Knackal has been in the Property Management industry for the last 20 years. He was the 2009 President of Multifamily NW and has been a member of the board for the last seven years. For the last 12 years he has worked for one of the largest apartment management companies in the state of Oregon, Princeton Property Management . Katie Poole – Hussa is a Licensed Property Manager, Syndicated Columnist in the Rental Housing Industry, Continuing Education Provider and Principal at Smart Property Management in Portland, OR. She can be reached with questions or comments at Katie@SmartPM.co. Will Johnson has been publishing in and providing services to the multifamily and residential real estate industries throughout the West for over a decade. He has over 20 years experience in sales, sales management and training.

Kate Good is one of the most recognized and in demand speakers in the industry. She is one of the founding partners of the Apartment All Stars and

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Dear Maintenance ...continued from page 9

Portland Apartment Properties Group

door and on the frame should be the money in the time and frustration it exact location of the latch bolt hole. saves. Using a one-inch wood bit; bore a hole 1.5 inches deep to complete the Please send us your Maintenance installation. Questions!!! To see your maintenance Another method is to cut a onequestion in the “Dear Maintenance inch thick dowel rod three inches Men:” column, please send submission long, insert a small finish nail into to: Questions@BuffaloMaintenance. the end of the dowel rod, and be com Please “Like” us on Facebook.com/ sure to center the nail. Cut the head BuffaloMaintenance Bio: Please call: of the nail off. With the dead bolt Buffalo Maintenance, Inc for maintelock removed from the door, insert nance work or consultation. JLE Propthe dowel rod into the latch hole in erty Management, Inc for management the door with the nail end facing out. Close the door and with your service or consultation Frankie Alvarez at 714 956-8371 Jerry L’Ecuyer at 714 finger, push the dowel rod into the 778-0480 CA contractor lic: #797645, doorframe. Pull the rod out and your drilling site is marked exactly. One EPA Real Estate lic. #: 01460075 Certified Renovation Company Websites: last item, if you are doing a number www.BuffaloMaintenance.com & www. of doors, it may be worth purchasing ARIZONA, ALASKA, CALIFORNIA, COLORADO, DELAWARE, GEORGIA, ILLINOIS, INDIANA, KANSAS, KENTUCKY, www.Facebook.com/ a doorknob drilling jig. It will con- FLORIDA,ContactJLE.com NEVADA, NEW JERSEY, NEW YORK, NORTH BuffaloMaintenance tain all the tools needed for profes- MASSACHUSETTS, CAROLINA, OHIO, OREGON, PENNSYLVANIA, TEXAS, UTAH, sional door lock drilling and installa- WASHINGTON, WASHINGTON D.C., WEST VIRGINIA & MORE. p tion. The kit typically costs between $50 for a home improvement store is a web based, - Owners and 5. Value - Large property management kit1. Access and- Rentegration.com up to $400 for a professional Color forand National Tenant Networkthat Logouse Rentegration.com for companies managers can Standards track income expense for each unit, property and company. Per- only forms generation will save time and access to forms generation, archives, propkit. The $50 kit if fine if only have a fect for mid and small size property manag- money over other methods. Mid and small erty management database, basic accounters and independent ing, vendorof ordering and other couple doors toservices. drill, however, if rental owners, who size property managers and independent neither have the need or budget for larger, rental owners can manage their entire busiyou have a Forms lot of dead to inness at a fraction of the cost of other softmore expensive software. 2. Rental and Lease - Unlimited use bolts ware and forms. stall, professional worth theDatabase - Rentegration. forms. the All Rentegration.com forms arekit cre- is 4. Management

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BEDROOM 3

Walls

Pursuant to RCW 59.18.150, this is your 48 hour notice that the dwelling unit and your landlord or their premises located at agents will be (Address) ______________________ WA-RTG-20 ___________ Washington ______________________ _ between the hours 2) Type _______________ Breed _______________ Size ______ Age __ Weight ___ Color ____ Name ________ of (Date)K-OUT CONDIT and Vaccinations: Yes____ No____ Carpet/Vinyl/Wood License Number: ______________ ION(Time) Disposal REPORT(Time) . Light Fixtures 3) Type _______________ Breed _______________ ________ Light Fixtures Size ______ Age __ Weight ___ Color ____ Name DishwasherTENANT(S): __________ The entry will occur Vaccinations: Yes____ No____ License Number: ______________ for the following purpose: Doors/Woodwork ____________________ ADDRESS: __________ ___________ Doors/Woodwork _____________________ ____________________ Counter Tops __________ Additional Security Deposit Required:$ ___________ ____________________ Locks ___________ ___________ ______ CITY: __________ ___________ ______________________ Locks ________UNIT: ________________________________ ____________________ Cabinets ______________________ ____ AGREEMENT _____ STATE: ________ Ceilings Rating Scale = (E)Excellent ______________________ _ ZIP: _________________ Ceilings Tenant(s) certify that the above pet(s) are the only pet(s) on the premises. Tenant(s) Sink _ (VG) Very Good Electric Outlets (G)Good (F)Fair understands that the additional pet(s) are not permitted unless the landlord gives ten Electrical Outlets (P)Poor IN Out ant(s) written permission. Tenant(s) agree to keep the above-listedFloor pets in theLIVING premises In Landlord AREAS Out Garbage subject to the following terms and Cans conditions: KITCHEN In Windows Out Walls BEDROOM Phone Windows

Stove/Racks

DESCRIPTION OF PET(S)Blinds/Drapes

Windows entering

Refrigerator

Rods 1) Type _______________ Breed _______________ Size ______ Age __ Weight ___ Color ____ Name ________ Ice Trays Vaccinations: Yes____ No____ License Number: ______________ Floor

Shelves/Drawer

TV Antenna/Cable

______________________ Blinds/Drapes

Rods

on CHECK-IN/CHEC Floor

MethodStove/Racks of Service: Refrigerator

Personal Service:

additional day for

Ice Trays

Shelves/Drawer

Floor

Electrical Outlets

______________________________ Garbage Cans Light Fixtures Tenant TV Antenna/Cable ______________________________ Doors/Woodwork Tenant Fireplace

and Mail:

Rods

by post and mail.

Floor Light Fixtures Doors/Woodwork

Counter Tops

Locks

Electric Outlets Cabinets

Ceilings

Sink Light Fixtures

www.Rentegration.com

Electric Outlets

Floor

Smoke Detectors

Windows Essential Services

sales@rentegration.com Doors/Woodwork

Locks

Ceilings

Blinds/Drapes Plumbing

BATH ROOM

Heating

Cleanliness

Towel Bars

Electricity

Electric Outlets

BEDROOM 1

Sink & Vanity

Hot Water

Walls

Detectors

Walls

Windows

Toilet

of this form may

Tub/Shower

be reproduced without

written permission.

CHECK-IN/CHECK-OUT CONDITION

REPORT

Scale = (E)Excellent (VG) Very Good PET AGREEMENT

WA-RTG-40 Washington

48-HOUR NOTICE OF ENTRY

BEDROOM 3

Walls

Pursuant to RCW 59.18.150, this is your 48 hour notice that the dwelling unit and your landlord or their premises located at agents will be (Address) ______________________ WA-RTG-20 ___________ Washington ______________________ _ between the hours of (Date)K-OUT CONDIT and ION(Time) REPORT(Time) . Light Fixtures 3) Type _______________ Breed _______________ ________ Light Fixtures Size ______ Age __ Weight ___ Color ____ Name DishwasherTENANT(S): __________ The entry will occur Vaccinations: Yes____ No____ License Number: ______________ for the following purpose: Doors/Woodwork ____________________ ADDRESS: __________ ___________ Doors/Woodwork __________ ______________________ ____________________ Counter Tops __________ Additional Security Deposit Required:$ ____________________ Locks ___________ ___________ ______ CITY: __________ ______________________ Locks ________UNIT:___________ ____________________ Cabinets _____________________ ____________ ______________________ AGREEMENT _____ STATE: ________ ____ Ceilings Rating Scale = (E)Excellent ______________________ ZIP: _________________ Ceilings Tenant(s) certify that the above pet(s) are the only pet(s) on the premises. Tenant(s) Sink _ (VG) Very Good Electric Outlets (G)Good (F)Fair understands that the additional pet(s) are not permitted unless the landlord gives ten Electrical Outlets (P)Poor IN Out ant(s) written permission. Tenant(s) agree to keep the above-listedFloor pets in theLIVING premises In Landlord AREAS Out Garbage subject to the following terms and Cans conditions: KITCHEN In Windows Out Walls BEDROOM Phone Windows

DESCRIPTION OF PET(S)Blinds/Drapes

Stove/Racks

Refrigerator

Rods 1) Type _______________ Breed _______________ Size ______ Age __ Weight ___ Color ____ Name ________ Ice Trays Vaccinations: Yes____ No____ License Number: ______________ Floor

Shelves/Drawer

2) Type _______________ Breed _______________ Size ______ Age __ Weight ___ Color ____ Name ________ Vaccinations: Yes____ No____ Carpet/Vinyl/Wood License Number: ______________

Disposal

TV Antenna/Cable

_____________________________ Light Fixtures Landlord

Floor

Electrical Outlets

______________________________ Garbage Cans Light Fixtures Tenant TV Antenna/Cable ______________________________ Doors/Woodwork Tenant Fireplace

Windows entering

______________________ Blinds/Drapes

Doors/Woodwork

Locks

Ceilings

Locks

Cleanliness

Electric Outlets

BEDROOM 1

Walls

Windows

Rods

BlueIndustry PMS 280/Gray PMS Partner 7543 Exclusive of:

BATH ROOM

MethodStove/Racks of Service:

Towel Bars

Refrigerator

* Add one Sink & Vanity

Personal Service:

additional day for

Ice Trays

Toilet

Shelves/Drawer

Walls Windows Post

and Mail:

Blinds/Drapes

compliance if served

Tub/Shower Disposal

Rods

by post and mail.

Floor Light Fixtures

Fan (Exhaust) Dishwasher Counter Tops

Electric Outlets Cabinets

Doors/Woodwork Locks Ceilings

Sink Light Fixtures

Electric Outlets

Floor Windows Essential Services

Blinds/Drapes Plumbing

Smoke Detectors

BATH ROOM

Heating

Towel Bars

Electricity

Sink & Vanity

Hot Water

Walls

PMS 280/PMS 7543 over color

Walls

Floor

503-933-6437

- Owners and 5. Value - Large property management Color forand National Tenant Networkthat Logouse Rentegration.com for companies managers can Standards track income expense for each • unit, property and company. Per- only forms generation will save time and Logos are provided on the CD in all three forms: all black, reversed to white, or in PMS 280 Blue/PMS 7543 Gray spot or 4/color applications. fect for mid and small size property manag- money over other methods. Mid and small Please see below for specific use examples. ers and independent rental owners, who size property managers and independent • No other colors are acceptable for use for the logo. neither have the need or budget for larger, rental owners can manage their entire busi• No altering of the logo is allowed. If you have a special circumstance that requires something not ness at aforfraction more expensive provided on software. the CD, please call NTN NA TIO NAL HEADQUAR TERS 1.800.228.0989 assistance. of the cost of other soft• Logos should not be put over a busy background. ware and forms. 4. Management Database - Rentegration. BLACK com is an easy to use, database driven soft- WHITE (with 40% gray circle)

on CHECK-IN/CHEC Floor

sales@rentegration.com

MASSACHUSETTS, NEVADA, NEW JERSEY, NEW YORK, NORTH CAROLINA, OHIO, OREGON, PENNSYLVANIA, TEXAS, UTAH, WASHINGTON, WASHINGTON D.C., WEST VIRGINIA & MORE.

5 REASONS TO USE RENTEGRATION

Floor

_____________________________ Light Fixtures Landlord

Floor

BlueIndustry PMS 280/Gray PMS Partner 7543 PMS 280/PMS 7543 over color Exclusive of: FLORIDA, GEORGIA, ILLINOIS, INDIANA, KANSAS, KENTUCKY,

Walls Windows Post

Blinds/Drapes

compliance if served

Tub/Shower Disposal Fan (Exhaust) Dishwasher

WHITE (with 40% gray circle)

Walls

BATH ROOM Towel Bars

* Add one Sink & Vanity Toilet

BLACK com is an easy to use, database driven soft-

Toilet

of this form may

Tub/Shower

be reproduced without

written permission.

www.Rentegration.com

503-933-6437

Call 503-953-0672 or register at www.PortlandApartmentProperties.com www.PortlandApartmentProperties.com Keller Williams Commercial 700 Multnomah, Ste 950 Portland, OR 97232 915 Broadway, Ste. 100 Vancouver, WA 98660 Division of Keller Williams Realty Portland Central Each Office Independently Owned and Operated

Patrick Ormiston Multi Family Specialist 503-953-0672 PatrickOrmiston@hotmail.com OR#200901167 WA#0104496

Your Multi-Family and Commercial Specialists Painting Wood Repairs & Replacement Wrought Iron Fabrication & Welding Repairs Decks & Waterproo�ing Stucco Repairs & Application Fence Repairs & Installation Property Inspections & Scope of Work Creation

www. rentalhousin g journal.com

www.empirepainting.com 1-888-278-8200 Rental Housing Journal Metro • June 2014

RENTAL HOUSING JOURNAL METRO

Rental Housing Journal Metro • June 2014