December 2019 GNAA News & Events

2019 Board of Directors Chairman Stephanie Burns, CAM®, NALP®, CAPS®

Vice-Chairman Stacey Holt, CAM® Secretary/Treasurer Tracey Crowe, CAM® Immediate Past Chairman Andrew Klahn, CAPS®, NALP®, HCCP®, CAM® Managers Representative Gia Suastegui, CAM® Maintenance Representative Ron Koman Supplier Representative JD Wright Management Directors Anne Adams, CAM®, NALP® Melanie Brink, CAM® Chloé Evans Tina Hamor Sully Lemmons, CAM®, CPM® Stephanie Liston, CAM®, CAPS® Katherine Morrow, CAM® Jenn Mulholland Lori Torres, CAM® Dee Wilson Maintenance Directors Diane Mason, CAMT®, CPO® Dale Smith, CAMT®, CPO® Supplier Directors Valerie Hirsbrunner Jennifer McCoy, Esq. Loyd Owen Dwayne Rawls Lacey Smithson, NALP® IREM Representative Richard Wright, CPM® MDHA Representative Norman Deep Legal Advisor M. Wesley Hall President Diane Carter

GNAA News & Events / December 2019

Contents

Chairman-Elect Zac Ward, CPM®

Features 5

6

7

8

21

27

2019 Awards & Installation Banquet Metal Sponsors 2019 Awards & Installation Banquet Chairman’s Award 2019 Awards & Installation Banquet Lifetime Achievement 2019 Awards & Installation Banquet Beautification Awards 2019 Awards & Installation Banquet Diamond Awards 2019 Awards & Installation Banquet Trade Show Awards

Association News 4

30

30

32

General Membership Meeting Branding in the Digital Age NALP Registration Make that career commitment today CAMT Registration Be a jack-of-all-trades and a master of maintenance It’s the Law Noise Complaints

Vice President Scott Meert

34 December Networking Opportunities

Director of Education & Events Ginny Johnson

36

Finance Connie Morris

Statistics Bobbi Turner, ARM® Marketing Design Specialist Vickilynn Diaz Member Services Jenny McWhorter Active Past Chairmen Mary Bradley Brad Cather, CPM®, HCCP®, SHCM® Kirby Davis Faye Ellis, CPM® Diana English Andy Gass, ARM® Barbara Haynes Shelley James, CAM®, CAPS®, CPM® Tammy Lee, CAM® Chari Lewis, CAM®, CAPS®, CPM® Stacy L. Molen, CAM® Nancy Morris Linda Page, CPM®, ARM® Ellen Parker Susan Sherfield, CPM® Lisa Swick, CAPS® Rita Wilkinson, CPM®, ARM® Joyce Wolfe

@nashaptassoc

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About the Cover Thank you to our generous sponsors for helping make our Awards Gala possible!

Cover photo by John Albani Photos

Managers, Maintenance, & General Membership Luncheons 2020 GNAA Education Conference Educate, Inspire, Motivate Calendar Something Special Noted on the Calendar

Speaker: Mila Grigg, CEO MODA Image and Brand Consulting, LLC Mila Grigg is passionate about brand, leadership and image.

Mila is an 18 year brand builder that coaches, teaches and speaks on individual and corporate brand management.

General Membership Meeting Thursday, January 23, 2020 Registration: 11:00 am Lunch: 11:30 am Location: Gaylord Springhouse Links

18 Springhouse Lane | Nashville, TN 37214

RESERVATIONS ARE REQUIRED. SPACE IS LIMITED.

Register at www.gnaa.org or email to ginnyjohnson@gnaa.org.

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person

All reservations not cancelled three working days prior to the event will be billed to your account.

Featured Management Companies: Thank You Sponsors: Nashville Plywood | Rose Paving | Sharp Lines Painting USS – United Structural Systems | Wheeler, Inc.

Greater Nashville Apartment Association | 2 International Plaza Drive, Suite 201 | Nashville, TN 37217 p: 615.365.3047 | f: 615.365.3571 | www.gnaa.org

5 GNAA

2019 GALA

Metal Sponsors

DIAMOND SPONSOR Summit Roofing

PLATINUM SPONSOR L.I.C.R.A.-Nashville

GOLD SPONSORS

AT&T • CSC ServiceWorks, Inc. • Lincoln Property Company Signal 88 Security • Timberland Partners • Volunteer Properties Windsor Redevelopment Corporation

GNAA 6

2019 Chairman’s Award

Katherine Morrow

NextGen Co-Chair

7 GNAA

Stephanie Burns NTS Development 2019 Chairman

Andrew Klahn NextGen Co-Chair

2019 Lifetime Achievement DIANE CARTER b y j i m g ortm a k er

It is my great honor to present, on behalf of everyone in our industry, the 2019 Lifetime Achievement Award to our beloved Diane Carter!

This award is given to the person who has dedicated her entire career to making the Greater Nashville Apartment Association the best association in the country!

To understand Diane Carter’s enormous contributions to our apartment association, we need to look back to 1990 when she first took the reins.

I have been in the apartment business for 40 years and the last decade has been the best run of good news for our industry in my lifetime. The rental business is booming, the economy is booming, and Nashville is booming! But today’s encouraging environment is nothing like the beginning of Diane’s 30-year career.

Multifamily housing in the 1980s was devastated by the federal government taking away tax incentives. This destroyed apartment values, drove management companies into bankruptcy, and put hundreds of financial institutions out of business. Foreclosures were everywhere and apartment vacancy was high. Our industry was a mess and it took years to overcome.

Diane Carter became our Association president at the beginning of this recovery with many properties and management companies still struggling. In her first year, I was Chairman of our Association Board, and we faced declining membership, weak participation in meetings, and $20,000 of unpaid bills that the Association owed to local businesses. Our annual budget was only $100,000 (compared to our 2020 $2 million budget). Times were tough! For a brief time, we even had to drop our membership with the National Apartment Association. At this time, Diane was our only employee – making just over minimum wage.

By the end of the first year, under Diane’s careful management, we had settled all our past due bills, re-established our membership with NAA, and had a surplus of $27,000. For the next 29 years, we had an exceptional, creative, hard-working, well-organized, never-complaining Association President who made this organization better and stronger every single year while following the leadership of 29 different Association Chairmen.

Diane was nationally recognized as the Executive Director of the Year by the National Apartment Association just three years after she began her role as Executive Director and was a key player in hosting the National Apartment Conference in Nashville in 1995. continued on p. 31

Congratulations Diane!

From your friends at the Law Offices of Hall & Associates

GNAA 8

2019 Beautification Awards NEW - 5 YEARS

First Place

Vertis Green Hills

Second Place

Grand Oak at Town Park

9 GNAA

Third Place

Whetstone Flats

2019 Beautification Awards 6 - 10 YEARS

First Place

Venue at Cool Springs

Second Place

The Fountains at Meadow Wood

Third Place

The Everly at Historic Franklin

GNAA 10

2019 Beautification Awards 11 - 18 YEARS

First Place

Avondale at Kennesaw Farms

Second Place

Dwell at McEwen

11 GNAA

Third Place

Lakes of Columbia

2019 Beautification Awards 19 - 25 YEARS

First Place

The Grove Whitworth

Second Place

IMT Cool Springs

Third Place

The Lexington

GNAA 12

2019 Beautification Awards 26 - 39 YEARS

First Place The Knolls

Second Place South Wind

13 GNAA

Third Place

Park at Hermitage

2019 Beautification Awards 40+ YEARS

First Place

Chelsea Place

Second Place

Alder Terrace Apartments

Third Place

Royal Arms of Green Hills

GNAA 14

2019 Beautification Awards BEST RENOVATION

First Place

The Grove Richland

Second Place Chelsea Place

15 GNAA

Third Place

The Grove Whitworth

2019 Beautification Awards BEST FLOWERS

First Place

Avondale at Kennesaw Farms

Second Place

IMT Cool Springs

Third Place The Knolls

GNAA 16

2019 Beautification Awards BEST CLUBHOUSE

First Place The Shay

Second Place 505 Nashville

17 GNAA

Third Place

Residences at Capitol View

2019 Beautification Awards BEST MAINTENANCE SHOP

First Place

The Retreat at Arden Village

Second Place

Eastside Heights

Third Place

Lenox Village Town Center

GNAA 18

2019 Beautification Awards BEST MODEL

First Place The Shay

Second Place

Vertis Green Hills

19 GNAA

Third Place 505 Nashville

2019 Beautification Awards BEST POOL

First Place

Eastside Heights

Second Place

The Retreat at Indian Lake

Third Place

Brandywine Apartment Homes

GNAA 20

2019 Beautification Awards BEST OF THE BEST

The Shay

21 GNAA

2019 2019 Diamond Awards PROFESSIONAL OF THE YEAR

Management

Annette Waterman

Assistant Manager Meredith Dixon

Presented by Jill Krantz, AMI Construction

Leasing

Nicole DellaRusso

Supplier

Dwayne Rawls, CAS and JD Wright Presented by Stephanie Burns, NTS Development

GNAA 22

2019 2019 Diamond Awards PROFESSIONAL OF THE YEAR

Multifamily Executive Denise Belt

Presented by Summit Roofing

Service Technician Branon Saldana

Maintenance Manager Diane Mason

Presented by Terron & Dana Mercer, L.I.C.R.A.-Nashville

23 GNAA

2019 2019 Diamond Awards VOLUNTEER OF THE YEAR

Management

Tracey Crowe & Jason Sargent

Supplier

Maintenance

Presented by Tracey Crowe, Related Property Management

Presented by Stephanie Liston, Lighthouse Property Management

Jill Krantz

Jeremy Byrd

GNAA 24

2019 2019 Diamond Awards COMPANY OF THE YEAR

Management

Freeman Webb Companies Presented by Dwayne Rawls, Wheeler, Inc.

Supplier

Wheeler, Inc.

25 GNAA

2019 2019 Diamond Awards GO-GETTERS

Management ChloĂŠ Evans

Supplier

Andy King

Maintenance

Rusty Guilliams, CAMT, CPO

GNAA 26

2019 2019 Diamond Awards MAINTENANCE MANIA

Lincoln Property Management Presented by Jannell Luffman, HD Supply

27 GNAA

2019 Trade Show Awards LOCAL COMPANY

Best In Show

BREEZY Power Wash, LLC

Best Participation Dynamark Group

Best Use of Theme

MarKraft Cabinets of Nashville

GNAA 28

2019 2019 Trade Show Awards NATIONAL COMPANY

Best In Show CORT

Best Participation

Apartments.com/CoStar Group

29 GNAA

Best Use of Theme Contractors Inc.

2019 Trade Show Awards TEAM SPIRIT

Freeman Webb Companies

GNAA 30

Make that career Make that careertoday. commitment

Make that career commitment today.

January 14-16, 2020 commitment today.

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National Apartment Leasing Professional concierges, and career changers with hospitality, retail, or customer service experience.

Earning the NALP credential, manyfor people’s industry credential, WE RECOMMEND THIS COURSE leasingfirst consultants,

shows your employer that you’re committed to a career in residential concierges, and career changers with hospitality, retail, or customer property management. service experience.

Earning the NALP credential, many people’s first industry credential, Thankto Youa2020 Education Sponsors! shows your employer that you’re committed career in residential $ Brookside Properties • Bug Solutions •CORT YOU’LL /personLEARN ABOUT: Elmington Property Management • Ferguson Facilities Supply GNAA Policy: Payment must be made by property management.

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course date. Absolutely no refunds will to generate traffic • Using technology be issued. If for any reason you cannot • Measuring and attend the course, you or your companymanaging your community’s may send someone reputation in your place.

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SPACE IS LIMITED! SIGN UP TODAY. Fax to GNAA at 615.365.3571, YOU’LL LEARN ABOUT: units, and vacant apartments • Preparing and reviewing leases with new residents email to ginnyjohnson@gnaa.org or register online at gnaa.org.

• Researching the competition • Using technology to generate traffic and building relationships with competitors • Measuring and managing your community’s

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• Move-in processes • Applying fair housing law and communicating rental• criteria Responding to resident issues and maintenance requests • Qualifying prospective residents according to rental• policy Building relationships with residents and creating a sense community • Preparing and of reviewing leases with new residents

• Compiling a comprehensive community reputation resource tool Inspecting the leasing center, tour route, model • effective marketing plans units, andCreating vacant apartments • Relationship sales processes and evaluating your • Reporting incidents, maintaining documentation, Researching the competition and building • Move-in processes personal sales performance and taking corrective action relationships with competitors • Responding to resident issues and maintenance • Evaluating a prospect’s commitment level and • Maximizing revenue and operational efficiency Compiling a comprehensive community requests overcoming objections • Securing and processing lease renewals resource tool • Building relationships with residents and creating • Preparing prospects for the next steps in the • Conducting a market survey Creating effective marketing plans a sense of community rental process Relationship sales processes and evaluating your • Reporting incidents, maintaining documentation, personal sales performance and taking corrective action

Be a jack-of-all-trades and a master of maintenance.

• Evaluating a prospect’s commitment level and • Maximizing revenue and operational efficiency For more information, visit www.naahq.org/NALP. overcoming objections Available in person and online • Securing and processing lease renewals Online member price: $319 To locate an affiliate offering this course near you, visit • Preparing prospects for the next steps in the • Conducting a market survey www.GoWithVisto.org www.naahq.org/education-careers/find-a-course. rental process

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Earning your CAMT boosts your knowledge and skills, Thank You 2020 Education Sponsors! your reputation, and your confidence.

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GNAA Policy: Payment must be made by course date. Absolutely no refunds will be issued. If for any reason you cannot attend the course, you or your company may send someone in your place.

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SPACE IS LIMITED! SIGN UP TODAY. Fax to GNAA at 615.365.3571,

31

• Processing work orders efficiently and to •or Documenting reporting maintenance email to ginnyjohnson@gnaa.org register online atand gnaa.org. residents’ satisfaction activities in compliance with company GNAA policy and regulation • Electrical, plumbing, HVAC, mechanical, appliance, construction, and lock and key

• Curb appeal, property inspection, and daily

Lifetime Achievement, cont. from p. 7

NATURAL DOG PARK PRODUCTS

Nashville has obviously grown from a secondtier city to a first-tier/destination city and our Apartment Association has grown with it. Our industry now has a strong legislative voice, membership has quadrupled, and we are dedicated to offering gold standard education.

Our Statistics/Market Survey (GIS) Global Information System provides an unbiased voice for regional market conditions. Community Service activities also play a significant role in our association. Diane’s accomplishments are far too many to list and we are grateful for each of them.

If there was a GNAA bonus attendance award, Diane would have earned it! Over the past 29 years, the association has had 348 board meetings, and get this – she has not missed a single one! That’s amazing!

Congratulations, Diane!

GymsForDogs.com sales@GymsForDogs.com 800-931-1562

GNAA 32

It’s the Law

Noise Complaints “Oh, it was just a small party. Only two police officers showed up.”

Some evictions are more complicated than others. In nonpayment cases, we can rely on management’s testimony and records to support the eviction case. However, there are many lease violations that will require more proof than just the manager’s testimony and the resident’s file. Gathering this additional proof, documenting the complaints we receive, and solidifying our grounds for termination are a necessity before the eviction process begins. Even relatively minor infractions, like noise complaints, are no exception.

All tenants have a common law right to quiet enjoyment of their premises, and more importantly, all tenants have a duty not to disturb the peaceful enjoyment of others. When the apartment upstairs is playing loud music until 4:00 a.m., we can all agree that there is a lease violation and eviction is appropriate. The question is, “How do we prove this violation in court?”

Generally speaking, management will not be a witness to the noise that’s causing the complaint, either because it’s happening late at night, or because as soon as the tenants see an authority figure, they will decrease the volume. If site management does witness the noise, how much weight will their testimony carry?

Since we’re in court, the Judge realizes that our goal is to remove the tenant. Therefore, the assumption is we will do whatever necessary to achieve this goal; the Court will need more than our word to justify evicting the “party hosts” from their home.

Our chances will improve if we use a resident’s or third-party’s testimony. Often, that could be the complaining resident, or it could be a responding police or courtesy officer. Without this third-party testimony, there is less chance of succeeding in court.

Documentation is also vital in any eviction process. When resident complaints come in, ask that they be submitted in writing (email is acceptable). The statement will be more accurate and more convincing to the Court if it is written soon after the incident occurred.

Explain to the resident that you’ll be happy to investigate the written complaint and address the matter

by Wes Hall, Esq., Law Office of Hall & Associates

33 GNAA

with the offending resident. Also, explain that without their cooperation, you are limited as to the action you can take.

If there is police involvement, collecting as much contact information as you can is imperative, especially if the police response does not result in any citations, charges, or arrests.

If the responding officers can testify that upon their arrival they discovered loud music, party noise, etc. coming from the apartment, their testimony will assist in proving that the lease was breached by disturbance of the peaceful enjoyment of others, even if there were no citations or charges brought.

If you have on-site courtesy officers, make sure they are taking good notes during all patrols and confirming complaints that occur during their shift. These notes are very valuable. If the courtesy officers are required to be in court, they will be able to specifically recall the circumstances that are your grounds for eviction. The Court will allow witnesses to refer to their own, handwritten notes; these notes will greatly increase the credibility of the testimony if they have been made at or near the time of the incident.

Audio and video recordings of the situations can be helpful as well, but there are limits to their usefulness. The witnesses will still need to appear in court to testify that they personally heard or saw the incident that was recorded. Recordings rarely exemplify the severity of a noise disturbance; the audio recordings could hurt your case more than help. A recording leaves the question of the volume unanswered. Therefore, specific testimony as to the volume is necessary.

There’s never a guarantee in eviction cases, but having good notes, records, and other factual evidence will give you the best chance of success. Always remember, if the evidence gathered for this particular breach is not strong enough for eviction, it will usually be strong enough for a curable notice of default. This notice of a curable breach will be very helpful if another breach occurs. When these notices of breach are used together, the resident’s continuing habit of causing disturbances will indicate a pattern of disregard of other residents’ rights. Having proper documentation of both violations will carry great weight in support of your case.

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GNAA 34

GNAA’s Upcoming

It’s a

Win,Win, WIN! YOU WIN by staying

up-to-date with all things GNAA.

WE WIN by having an

accurate and robust data source.

IT’S YOUR CHANCE TO

WIN a 50 $

gift card

Entering is as easy as 1-2-3!

1. Visit gnaa.org 2. Click on LOGIN 3. Check your information and update as needed.

Not registered? no problem!

Click on the register now text and follow the prompts.

ENTER TODAY!

On December 31, 2019 we will draw the winner from the list of registered users.

NETWORKING OPPORTUNITIES

MANAGERS LUNCHEON December 11, 2019 GNAA Offices @ 12:00 pm

Tacky Sweater Party!

Thank you to our sponsors!

A-1 Concrete Leveling • The Law Office of Hall & Associates Pro-Spec Refinishing • Music City Removal Xfinity Communities

MAINTENANCE LUNCHEON December 18, 2019 Hermitage Smorgasbord @ 11:30 pm

Disaster Planning Speakers: Dale Sharp & Andy Holt SRP Contractors

Thank you to our sponsors!

Nashville Plywood • Reliable Roofing • Chadwell Supply USS-United Structural Systems • SRP Contractors

GENERAL MEMBERSHIP LUNCHEON

January 23, 2020

The Clubhouse at Gaylord Springs 8 Springhouse Lane, Nashville, TN 37214

Branding in the Digital Age Speaker: Mila Grigg, CEO MODA Image & Brand Consulting

Thank you to our sponsors!

Nashville Plywood • Sharp Lines Painting • Wheeler, Inc.

www.gnaa.org Having trouble registering?

Call one of our helpful team members @ 615.365.3047.

35 GNAA

Reserve your spot today! www.gnaa.org

Professional Service with a Personal Touch Dwayne Rawls

(615) 860-5411 • Mobile 533-8474 Fax 860-1004 Wheeler, Inc.

3868 Dickerson Pike, Suite 200 • Nashville, TN 37207

GNAA 36

Inspire Educate Inspire Motivate EducateMarch 26, 2020

Inspire 2020 EDUCATION

Omni Hotel

250 Fifth Avenue South Nashville, TN 37203

Registration 8:30 am

CONFERENCE Motivate

Coffee Break and Lunch Included

6 Continuing Education Credits

Educate

Inspire

Motivate Keynote Speaker

closing Speaker

Thank you 2020 GNAA Education Sponsors!

Brookside Properties Bug Solutions Elmington Property Management Ferguson Facilities Supply FirstCall Claims

lindsey pollak

dave rendall

Freeman Webb Companies

MANAGING IN THE MULTIGENERATIONAL WORKPLACE

DAVE RENDALL BRINGS THE FREAK FACTOR!

Law Office of Hall & Associates

For the first time in history, five generations now share the workplace. Many organizations are trying to balance a generation gap of multiple decades between the oldest and youngest employees and clients. To lead in this environment, you must empathize with all generations’ perspectives and learn to mix the best of each era’s practices to achieve your shared goals.

Dave Rendall believes that amplifying your weakness is crucial for your success, and he encourages you to do the same. Your greatest weakness is also your greatest strength. Find out how maximizing your freak factor can transform your life, work, and relationships.

Take advantage of Early Bird registration!

Law Office of Jennifer McCoy Lighthouse Property Management Lincoln Property Company

Register now until January 31st for only $299 per person.

Universal Media Group

Register February 1st through February 29th for $325 per person.

March 1st until the conference - registrations for $349 per person.

Valet Living Wheeler, Inc.

Greater Nashville Apartment Association | 2 International Plaza Drive, Suite 201 | Nashville, TN 37217 p: 615.365.3047 | f: 615.365.3571 | www.gnaa.org

37 GNAA

Remember a Member

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PROFESSIONAL SERVICE WITH A PERSONAL TOUCH

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GNAA 38

Sunday

December

1

Monday

Tuesday Wednesday Thursday

2

3

News & Events Committee*

4

8:45am

Kings Daughter Wrapping Party*

Friday

5

Saturday

6

7

13

14

20

21

27

28

11:30am

Legislative Committee* 9:30am

8

9

Membership Committee*

10

9:30am

Managers Luncheon*

11

12

12pm

Leadership Lyceum Committee*

9am

3:30pm Invitation Only

15

16

Maintenance Committee*

17

8:30am

22

29

23

30

GNAA OFFICE CLOSED

GNAA OFFICE CLOSED at 12pm

Maintenance Luncheon

18

Hermitage House 12pm

24

Kings Daughter Child Development Center 25th Annual Holiday Event

Christmas Day

Board of Directors*

19

9am

25

Statistics Committee* 9am

26

GNAA OFFICE CLOSED

31

*at GNAA office

39 GNAA

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