the ApartMentor 2020 | Issue 3 1
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Triangle Apartment Association 7920 ACC Blvd., Suite 220 Raleigh, NC 27617 919.782.1165 • 919.782.1169 FAX www.triangleaptassn.org
CONTENTS
TAA Office Hours Monday through Friday 8:30am-5:00pm
4
President’s Pen
11 Pool Guidance
7
Legal Issues
14 New Members
TAA Mission Statement The leading resource committed to the advancement of the rental housing industry through advocacy, engagement, and innovation.
8-9 Upcoming Education
@TriangleAptAssn
18 Calendar of Events
OFFICERS President
Vice President
Treasurer
Secretary
Rita Zepeda CPM, CAPS, CAM, ARM PRG Real Estate Management, Inc.
Craig Nardi CPM, CAPS Willow Creek Properties, LLC
Rob Boggs CAM Berkshire Cameron Village
Immediate Past President
@nctaa
Affiliated with:
Kelli Lea CAM, NAAEI Faculty Greystar
April Vasta CAPS, CAM Blue Ridge Companies
DIRECTORS TAA STAFF MEMBERS Josie H. Eatmon, Executive Director jeatmon@triangleaptassn.org Suzanne Pratt, Director of Professional Development spratt@triangleaptassn.org
Katy Boone CAPS, CAM Amberwood at Lochmere
Berry Craven CAMT Ginkgo Residential, LLC
Cindy Nitschke CAS Venturi Restoration
Franklin Rodriguez CAPS, CAMT Blue Ridge Companies
Chris Fortune Rachel Garavito Young Becki Hale CAS CAS CAM Red Rhino Group Loebsack & Camden Carolinian Brownlee, PLLC
Natalie Hart CAS The Liberty Group
Vicki Franciosi, Meetings & Events Director vfranciosi@triangleaptassn.org Dustin Engelken, Government Affairs Director dengelken@triangleaptassn.org Susan Williams, Finance Director swilliams@triangleaptassn.org Meg Palumbo, Communications Manager mpalumbo@triangleaptassn.org Jennifer Creech, Membership & Marketing Manager jcreech@triangleaptassn.org Dan Pauley, Staff Accountant dpauley@triangleaptassn.org
Amy Timocko CAPS Hawthorne Residential Partners, Inc.
Judy Wade CAPS, CAM TradeMark Property Services, Inc.
Norm Praet General Counsel Brownlee Whitlow & Praet, PLLC
COMMITTEE CO-CHAIRS Education:
GiGi Ghanayem Tara Gerberich
Government Affairs:
Alyssa Clair, Education Coordinator aclair@triangleaptassn.org
Katy Boone Kelly Goehl
Jessica Esposito, Events Coordinator jesposito@triangleaptassn.org
Dena Daniels
IRO:
Membership:
Chelsea Bell Natalie Cook-Wooters
This issue of the ApartMentor is designed and published by Moonstone Studio, LLC, proud member of the Triangle Apartment Association.
Chris Smith Greystar
PR & Community Outreach:
Jessica Lei Akeshia Thomas
Products & Services: Chris Fortune Rachel Garavito Young
Special Events: Cindy Nitschke Judy Wade
XCEL:
Heather Arndt Carson Woodell
Total Members: 1,136 Total Units: 146,498 Apartment Communities: 638 Suppliers: 271 Management Companie s: 165 IRO: 62
TAA Snapshot as of 6/23/2020 the ApartMentor 2020 | Issue 3 3
President’s Pen We are more than halfway through 2020! Where in the world did the time go? If you’re like me, then March-April felt like it was a whole year long while May and June completely flew by! Just when we think we might be getting “used to” our new normal, the world throws more at us. I’m not going to lie – the last four months have been crazy. I don’t know if crazy is the best word, but what else summarizes busy, exhausting, emotional, strange, sad, mad, and challenged? We’ll go with crazy. Did you know that alongside our mission, the TAA has a vision statement? The Board of Directors adopted this statement as part of our Strategic Planning process in 2019.
To be recognized in the community as the leader in supporting and advancing the rental housing industry.
I look at these words now and am not only proud of our Board for coming up with them, but also empowered by them more than ever. Supporting and Advancing. For those of you that may not have seen the statement made by Executive Director Josie Eatmon and myself please allow me to summarize. We are proud of our diverse membership, which represents varying property types, from small to large communities, to supplier companies
offering a wide variety of products and services. All are essential and valued, and we stand strong in our resolve to treat all member types equally and equitably. Supporting and Advancing means this extends to how we treat the employees who make these businesses run and the residents whom they serve, and we are equally resolved to treat all of these individuals with dignity and respect. Supporting and Advancing by committing to create a Diversity & Inclusion Committee that will proactively work on initiatives reflecting fundamental ideas that all people are created equal and can contribute to the greater good. You’ll now notice a Diversity & Inclusion (D&I) Resources page which provides resources that help jumpstart the difficult conversations, leading to greater understanding, acceptance, and hopefully positive change. Now in our 36th year, the TAA wouldn’t have made it this far without the generosity and support of you, our members. Although 2020 looks quite different than we anticipated, we continue to provide various opportunities to get involved and give back to our association via networking events, committee meetings, and advocacy efforts. Dare I say we have advanced our opportunities to those we never would have thought of several months ago. Town Hall meetings for our suppliers,
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multiple FREE webinars including Regional Roundtables, State of the Market, and Eviction updates – heck, we even found out how to break out into rooms and discuss sports during a virtual Happy Hour! I say this to say – YES! It has been crazy and time is flying! But this Association and its team members have done an amazing job of supporting our members and seeking out their needs while advancing the Association and industry through strategic planned opportunities and resources. Please know that while I still haven’t yet found that crystal ball, I will continue to honor our vision and mission. My hope is that these next few months of 2020 are healthy, impactful, and productive. Please reach out if there is anything I can do for you! I hope you’ll join me on July 7 for our next Member (Virtual) Meet-Up!
Kelli Lea CAM, NAAEI Faculty TAA President Greystar taapresident@triangleaptassn.org
Live Webinar Training Now Available
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S o c i a l
D i s t a n c i n g:
5 Ways to Create a Memorable Resident Experience
With all the considerations related to the impacts of the COVID-19 pandemic on the rental housing industry, it may be difficult to focus on just one particular area. In fact, that fire alarm feeling of trying to address all the daily adjustments and challenges likely lingers. It is a constant struggle to keep up with growing resident expectations, especially as they are amplified by our present circumstances. Residents will remember their experience at your apartment community during this time. Will that memory will be positive, negative or indifferent? There are many opportunities for apartment operators to enhance their resident experiences during this trying time. In fact, many of these opportunities are focused less on costs and more on attention to detail. The time taken to plan experiences for residents will equate to positive resident reviews, increased renewals and the opportunity for higher rental rates.
1. Personalize experiences Residents are yearning for communication and an easy way to make an impact is by merely personalizing communications where possible. Avoid assuming that all residents are keeping up with the news or that they are fully engaged with events happening in the community. Take time to connect to ask how they are doing and then update them on recent changes by setting expectations. This can be about amenity hours, occupancy guidelines, lease renewals and everything in between. Make the connection as interactive as possible.
2. It is all about the details As office and amenity spaces re-open, find ways to bring a smile to your residents’ faces. Branded masks that feature your community name or funny expressions are a start. Incorporate fun into necessary signage to include bright colors and quirky sayings. Think about what people are missing most and try to find ways to deliver it. Small examples include drive-by birthday celebrations, graduation acknowledgments, inspiration-chalked sidewalks and teddy bear hunts. No idea is to small to create a large impact on the lives of residents. Continue to find ways to engage others.
3. Offer digital experiences Make it easy for residents to digitally reach you. Develop a presence for online community events, virtual leasing, online payments, submitting service requests and communication platforms for neighbors to connect. Timely customer responses are also critical. When developing or reshaping the digital customer journey, making the experience as lowtouch and seamless as possible is crucial. One highly effective strategy for meeting customer demands and creating a sense of loyalty is to meet customers where they are.
4. Go the extra mile This is more important than ever. How you choose to respond to resident concerns and provide acceptable solutions will separate you from your competitors. Overcome challenges such as package delivery; deliver packages to residents’ doors so they do not have to leave their home. Offer multiple ways to contact onsite team members and then quickly respond. Your physical office may not be the ApartMentor 2020 | Issue 3 6
open, but your virtual office should be and your ability to quickly respond will make a significant difference in staying connected with your residents. If unable to complete service requests, provide instructional videos to assist residents with minor fixes. Set up a request line for residents that need assistance during this time. If your office is unable to help, you can provide resources such as grocery delivery, food bank, local financial assistance, dog-walkers and other services that may be needed like creating a pantry with canned goods on-hand for those who may need it.
5. Leverage technology Embrace new forms of technology that will assist in reallocating employee time, allowing for greater focus on priorities such as resident retention. Utilize automation and self-service channels for lower priority items. Program fobs or create platforms to reserve amenity spaces and assist with enforcing occupancy guidelines. Self-guided tours and on-demand virtual tours to include online mechanisms for prospects to reserve an apartment, submit an application and easily pay fees. How you choose to respond and the time you allocate toward enhancing the resident experience during social distancing will significantly influence your residents’ attitudes and the community as a whole. This article was written by Stephanie Anderson and originally posted on the National Apartment Assocation’s website. (https://www.naahq.org/news-publications/social-distancing-5-ways-create-memorable-resident-experience)
Message from TAA Executive Director and TAA President The Triangle Apartment Association (TAA) was formed over 35 years ago with a mission to represent the needs of its members in the rental housing industry. We are proud of our diverse membership, which represents varying property types, from small to large communities, to supplier companies offering a wide variety of products and services. All are essential and valued, and we stand strong in our resolve to treat all member types equally and equitably. As our nation navigates the challenges of this moment in history, we also understand our responsibility transcends how we treat our member companies. It extends to how we treat the employees who make these businesses run and the residents whom they serve, and we are equally resolved to treat all of these individuals with dignity and respect. In its current strategic plan, the Association is scheduled to create a Diversity & Inclusion Committee in 2021 to proactively
work on initiatives that reflect the fundamental ideas that all people are created equal and can contribute to the greater good. In light of recent events in our nation, TAA leadership is moving forward to start the process earlier—beginning with a Diversity & Inclusion (D&I) Resources webpage. The goal being to provide resources that help jumpstart the difficult conversations, leading to greater understanding, acceptance, and hopefully positive change. As we continue our journey of inclusion and launch this new initiative, we would like to thank you for embracing the opportunity to lead in this regard. We hear you. We see you. We stand with you.
TAA Executive Director
TAA 2020 President
Legallegal Issues Issues Sex Discrimination Protections Extended to Sexual Orientation and Gender Identity By Brownlee Whitlow & Praet, PLLC On June 15, 2020, in a 172-page opinion for Bostock v. Clayton County, the U.S. Supreme Court ruled that it is illegal for an employer to discriminate on the basis of sexual orientation or gender identity. The Supreme Court based this ruling on the prohibition against discriminating in employment on the basis of sex that is provided for in Title VII of the Civil Rights Act of 1964. Because this finding was based on an interpretation of an existing law, this ruling does not create a new protected category as of June 15, 2020, but instead, it allows for the filing of claims for discriminatory acts within the statute of limitations from June 15, 2020. Up until this point, it was generally understood that discrimination on the basis of sex only protected individuals on the basis of their gender as male or female. Some states and municipalities already had laws in place that protected against
discrimination based on sexual orientation or gender identity; however, North Carolina did not. Beyond the affects this case will have on employers, it is likely that these same protections against discrimination based on sexual orientation or gender identity will be applied under the Fair Housing Act as well. The Civil Rights Act of 1968, more prominently known as the Fair Housing Act, prohibits discrimination in the rental, sale, or financing of a dwelling based on race, color, national origin, religion, and sex. The protections in the Fair Housing law are identical to those under Title IV. So, it is almost unimaginable that discrimination based on sex under the Fair Housing Act will not be found to include sexual orientation and gender identity as well. We are confident that our apartment association members do not engage in the ApartMentor 2020 | Issue 3 7
discrimination due to gender identity or sexual orientation, but it is important to be aware that it is now likely prohibited by federal law. Taking the implications of the Fair Housing Act a step further— a community owner or manager could face legal liability resulting from insufficient responses to discriminatory acts taken by residents against other residents in their community. So, although the Supreme Court has not yet ruled on the extension of protections under the Fair Housing Act to gender identity or sexual orientation, it would prudent to treat them as if they are already part of the Fair Housing Act. This information is not intended as legal advice and should not be relied on as such. You should contact an attorney directly with your specific facts if you have any legal questions.
education classes Please visit TAA’s website for full details about each class and to register online for courses and seminars: www.TriangleAptAssn.org
Mastering Your Maintenance Routine
Worried about how you’re going to handle your backlog of work-orders? Not sure how to tackle your mounting to-do list? Routines are difficult to keep in this industry and in this course, we will prepare you for the upcoming busy season with everything you will need to tackle those work-orders!
July 23, 2020 9:00 AM – 10:00 AM Interactive Webinar $39 Members 1 CEC Instructor: Mark Cukro, NAAEI Faculty, CAPS, CAMT I, CAMT II
CFC/EPA Certification & Testing
This certification course will include 5 hours of instruction followed by testing for certification in one or all of the following: Type I, Type II, Type III and Universal certification in the use of EPA regulated refrigerant gases. Attendees will be instructed in the rules and regulations that meet compliance with the EPA refrigerant recycle rules. All instruction materials will be provided.
July 28, 2020 9:00 AM – 4:30 PM In-Person at TAA’s Office $259 Members Instructor: David Cameron, CM, RSES, Owner of HVACR Training, LLC
Certified Pool Operator (CPO) Course
This is a two-day course and certification program offering instruction in swimming pool/spa maintenance and safety.
September 11 – 12, 2020 8:30 AM – 4:30 PM In-Person at TAA’s Office $300 Members Instructor: Mark Peele, CAMT, Director of Maintenance and Construction with PRG Real Estate
Through the Eyes of an Asset Manager – Property Manager Level Course
September 17, 2020 9:00 AM – 4:00 PM In-Person at TAA’s Office $129 Members 6 CECs
Instructor: Leslie Mathis, Owner of Streamline Multifamily Group
As defined, an Asset Manager oversees a portfolio of assets and ensures the objectives of the ownership group are being met. Don’t have an asset manager – no worries! All industry professionals welcomed! During “Through the Eyes of an Asset Manager” we will take a deep dive into financials, operational strategy, and branding for your property. Everyone will take away tools to implement once back onsite or in their office. The class is geared to managers, aspiring managers, new regionals, and any multifamily professionals looking to enhance their operational skills. the ApartMentor 2020 | Issue 3 8
Marketing Tips & Tricks September 18, 2020 9:00 AM – 11:00 AM Interactive Webinar $29 Members 2 CECs Instructor: Stephanie Lloyd, NAAEI Faculty, CAM, CAS
Legal Issues
Outreach marketing is still a “must do” for all apartment communities in order to be competitive. While technology is ever-changing in today’s world, grassroots marketing and old-school visits are nonetheless vital in terms of how we attract renters to our apartment communities. Let’s explore the steps to set up a plan that will effectively market your community through outreach relationships, scheduling, and follow-up. You will learn how to conduct outreach marketing for established communities and lease-ups whether you have a marketing budget or not! Join us for this informative seminar to learn all the legalities of operating your property within the law in the state of NC. Get up to speed on the NC landlord-tenant law changes. In addition to learning about the laws, you will learn the legal aspects of property management as well as the eviction process and how to avoid pitfalls.
September 22, 2020 9:00 AM – 4:00 PM In-Person at TAA’s Office $209 Members 6 CECs Instructor: Todd Whitlow, Partner with Brownlee Whitlow & Praet, PLLC
Microsoft Excel (Intermediate Course)
This course is designed for individuals who have foundational knowledge and skills in Excel and are ready to advance their data analysis skills and abilities through the application of Excel techniques such as advanced formula creation, tables, charts, PivotTables and PivotCharts. You should attend if you are comfortable with the basics of Excel and are looking to take your market surveys, owner reports, budgets, make-ready schedules, and sales reports to the next level.
September 24, 2020 8:30 AM – 4:00 PM In-Person at the McKimmon Center Lab $209 Members 6 CECs Instructor: Ken Carmack, NCSU Instructor
DOWNLOAD
THE AANC MOBILE APP TODAY! Search AANC in your mobile app store.
It's busy season. Don't go understaffed. Visit TAA's Career Center today! Careers.TriangleAptAssn.org
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Housing and Rent Assistance Programs Do you have vacant rental units in Durham or Wake County? Would you like to save time and money, and get help finding residents? “Operation Move-In”
Wake Housing Navigation and Landlord Engagement Program
Supporting Durham County
Supporting Wake County You have an opportunity to positively impact the lives of those who are currently experiencing homelessness while also ensuring your business needs are met through participating in the House Wake! program. The House Wake! program is offering benefits to landlords for participating in their program including financial support such as a sign-on bonus. Program Benefits for Participating Landlords: • • • • • •
Financial Support (Sign-on bonus, turn costs, damage reimbursement) Resident Case-Management & Support Reduced Vacancy Limited Turnover Risk-Mitigation Funds Regular Unit Inspections
Interested in learning more? Contact: Monika Gauthier, Housing Navigation Unit Manager, mgauthier@endhomelessnesswake.org Jasmin Volkel, Coordinated Access System Director, jvolkel@endhomelessnesswake.org
“OPERATION MOVE-IN” is a community-based collaboration participating in the housing connections initiative that aims to expand housing opportunities for people experiencing homelessness through active partnerships with landlords and human service agencies. “OPERATION MOVE-IN” provides an array of incentives and supports to landlords and property owners to help connect prospective tenants with safe, permanent, and affordable housing. How They Can Help You • Eliminate vacancy with a steady stream of prospective tenants • Accelerate unit turnover timeline with up-front financial assistance • Provide prospective tenants with financial supports that reduce barriers to lease-up What They Can Offer You • Flexible funding to upfit units and expedite lease-up timelines • Flexible funding to ease the financial burden of leasing for landlord and tenant and assist with any needed repairs after move-in • A single point of contact for tenant/landlord related issues Interested in learning more? Contact: Kevin Atkins, Housing Access Coordinator, 919-410-8481 or kevina@communityempowermentfund.org
Rent Support For Current Residents – Wake Prevent! In response to the COVID-19 pandemic, the Wake County Commissioners have allocated millions of dollars to fund the Wake Prevent! rental assistance program. If some of your residents, or someone you know, in Wake County is having trouble paying rent, this program may be available to help. Wake Prevent! is referral-based and accessible through the Coordinated Entry System. To access Wake Prevent! as well as shelter and support services, individuals can contact any Coordinated Entry Access Sites to set up an appointment. Visit our website for a full list of sites and to download a PDF flyer of information. www.triangleaptassn.org/wakeprevent
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Pool Guidelines
Pool Guidelines Over the past few months, there have been numerous updates to stay-at-home and safer-at-home orders that impact not just your office and working space, but your community’s common spaces and amenities as well. The State has restrictions and offers guidance, but there are local orders and restrictions too. All of this, along with trying to keep up with restrictions on other areas of your business, can make it very confusing and challenging when deciding what steps you need to take to re-open your pool and then safely keep it open. We’ve put together a checklist, quick list of ideas, and some FAQs regarding opening apartment community pools. Another resource are your fellow TAA Members! Join one of our virtual networking events and ask around. Remember, you are not alone in this! Before making any decisions regarding your amenities and common areas, please check for state or local updates and keep in mind under the Governor’s order, your local government may add more restrictive guidelines than those outlined by the state.
Pool Re-Opening Checklist q Post the reduced “Emergency Maximum Capacity” of both the pool enclosure and the water in a noticeable place. q Post signage reminding people about social distancing q Have all chairs and lounges designated for use spaced at least 6 feet apart. q Mark the pool decks so chairs and lounges can be maintained at proper distances and your team can reset the furniture easily. q Remove extra seating from the pool deck. q Remove pool toys, shared exercise equipment, and other items from the pool area.
Ideas to Consider q Utilize an amenity scheduling system to allow residents to reserve their pool time. q Shorten your pool hours to allow extra time for your team to clean and reset pool furniture. q Hire a temporarily ‘pool attendant’ to monitor the number of people in the pool area. q Temporarily allow only residents to use the pool. If you don’t allow guests, you’ll have more room for current residents.
Frequently Asked Questions Q. How do I determine my pool’s maximum capacity? A. In Phase 2 of NC’s Safer at Home order, max occupancy for the whole pool area is 50% of the max occupancy as determined by fire code. Max occupancy in the water is 10 people per 1,000 sq ft. Q. What signage should I keep posted? A. It is recommended you post the “Emergency Maximum Capacity” sign and the “Know Your Ws” sign. Both templates are available on NC DHHS COVID-19 response webpage. This information is as of June 12, 2020. Please visit our website for the full guidance surrounding these recommendations and for any new guidance. We will keep our COVID-19 resource page updated as we receive more information. www.triangleaptassn.org/covid19
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AANC/NAA Lease Program Merger The Apartment Association of North Carolina (AANC) Lease will
What does transition mean?
ment Association (NAA) is here to help with the transition to
NAA will assist in setting up your properties’ information within the Blue Moon platform so that they will smoothly transition from the AANC Lease to NAA Click & Lease by July 11. Your properties will have access to both the AANC Lease and the NAA Click & Lease program during this transition period. The properties can continue working in the AANC Lease from now through July 11 when the transition to the NAA Click & Lease will be completed. Blue Moon is automatically provisioning new NAA accounts for the AANC accounts that are active in the system.
be unavailable after July 11. But not to worry, the National ApartNAA Click & Lease.
The transition to NAA Click & Lease offers current AANC Lease users like you the best features of both products, including
legal compliance, the same cutting-edge Blue Moon technology, and now NAA’s enhanced Litigation Defender Insurance that is available to all NAA Click & Lease users.
AANC/NAA Lease Program FAQs n
Are the NAA Click & Lease forms of the same quality as AANC forms? What are some other benefits of NAA Click & Lease?
Yes! The NAA Click & Lease is the most widely used lease in the United States. The lease and accompanying addenda cover every aspect of the rental process and are reviewed by expert attorneys to ensure legal compliance. The language of the lease is constantly monitored and modified to reflect new legislation or jurisprudence. NAA has also been adding enhancements to NAA Click & Lease since January and several will be rolling out through 2021 including: • Litigation Defender Insurance: triggered whenever a plaintiff challenges a provision of the NAA Click & Lease Form. • Online State Legal Guide: NAA is working on a new NC legal guide that will be available no later than Q1 2021. • Local Forms Review: this process has been ongoing to ensure accuracy and compliance across all local jurisdictions. To date, more than 1,300 of 3,155 jurisdictions have been reviewed across the country. • New Online Portal: currently redesigning and redeveloping the portal, where users can access their account information and pay invoices. The portal is still slated to be ready by Jan 2021. NAA has also released a new compliance solution, NAA Click & Comply, that NC members have access to. This performance management and compliance software allows property management companies to consolidate processes and systems into one place for ease of use and transparency. Automate, save time and trust that your properties are remaining compliant. More information can be found at comply.naahq.org.
n
When is my NAA Click & Lease invoice due?
NAA sends invoices for the NAA Click & Lease program 60-days in advance of when payment is due. As an AANC legacy lease user, your billing is annual and based on the calendar year. You can expect to receive an invoice by November 1. The invoice will be sent via e-mail. Please login to (portal or community hub) to ensure NAA has the correct contact information for your properties. n
Can I pay my lease invoice online?
NAA is pleased to offer flexible options to pay NAA Click & Lease invoices. You can make a payment via phone by contacting the Client Solutions Center at 833-86-MYNAA, pay online by credit card, and also may mail a check if that is preferred. Online Credit Instructions: You may log into the NAA Click & Lease Ordering Portal; select invoices; and pay now. Mail payments to: NAA Services LLC PO Box 76450 Baltimore, MD 21275-6450
n
What is the price of the NAA Click & Lease Program?
Below is a price comparison for the two programs. NAA offers different pricing options to meet the needs of all properties. Small Owner Units License Fee
n
Apartment Package
Price Per Unit
Units
License Fee
Price Per Unit
AANC Pricing
< 75
$50
$5 (includes 10)
>76
$350
$2.87
NAA Pricing
< 50
$100
$5 (includes 20)
>51
$325
$2.99
Does the NAA Click & Lease program offer e-signature and other valuable tools?
The NAA Click & Lease program includes e-signature, online applications as well as online renewals to support a completely electronic leasing process. n What changes should I expect in leasing language once the NAA
transition is complete?
AANC and NAA currently retain the same North Carolina law firm to review its lease packages. As such, you can expect the same high-quality legal review and due diligence that you have grown accustomed to as an AANC Lease user. Style and formatting differences aside, the lease language will remain in compliance with the North Carolina Landlord Tenant Code. n Who should I reach out to when I need to update account information?
Lease users may contact the NAA Client Solutions Center by phone or email to update account information. E-mail: clientsolutions@naahq.org or Phone: 833-86-MYNAA n How do I place orders for the NAA Click & Lease?
NAA has an easy-to-use online portal for you to order new lease packages and manage existing packages. Please visit naahq.org/lease to begin. n Are there webinars available to help familiarize me with the lease?
Yes, NAA is preparing webinars and other materials to familiarize with our lease program. Specifics include: • Webinars on the new product, its new and unique features • In-person education held at local affiliates with NAA Click & Lease staff and the legal counsel for the lease in North Carolina We anticipate these education programs to begin in May 2020.
If you are ready to start the transition today, please contact Nicholas Tovar, ntovar@naahq.org or 703-328-6543. the ApartMentor 2020 | Issue 3 12
Virtual Tours: The Best Way to Do This By Paul Bergeron Apartment operators spend thousands of dollars and thousands of hours training their onsite leasing professionals. Faced with the new (temporary) normal of reliance on virtual leasing tours, there’s no reason to rely on guesswork and your agent’s smartphone to get this right. Virtual tours are not the same as self-guided tours and certainly aren’t the same as walking tours. Those points were made by Apartment Expert Lisa Trosien during a recent 40-minute webinar on the topic as part of her Speedy Solutions program hosted by the Triangle Apartment Association. And while recent statistical data from RealPage, CoStar and Zillow each show that traffic is picking up again, this doesn’t mean that virtual tours are winding down. These types of tours will remain a desired alternative in the future for out-of-town prospects, or for those who might still be hesitant to relax social distancing.
Practice, Practice, Practice
There are many commonsense points that apartment communities might be overlooking if they haven’t adequately thought this through. “It’s not just walking around with your phone taking video,” Trosien says. “You need to plan. Storyboard it. Practice it.” Virtual tours can be recorded or be conducted as live walk-throughs with the leasing professional communicating to the prospect every step of the way. That’s the ideal situation, Trosien says. The tour can include walking the prospect through your website or a pre-recorded video, if it’s feasible. “With a live virtual tour, go out of your way to show them that during these challenging times you are doing it for them,” she says. “They will appreciate it and remember you for it.” For in-person virtual tours, always ask the prospect: How much time do you have? And be sure to honor that. (Recorded tours should not go beyond two minutes. Really, about 1 minute, 45 seconds is the sweet spot, she says.) Ask the prospect ahead of time what type of device they will be using to view the tour so you can plan accordingly. “Remember, the tour is about them; not you,” Trosien says. “They need to feel comfortable about what device they want to use. For a lot of people, taking part in a virtual tour is a real shift for them. Think about how awkward it might have been for you the first time you joined a Zoom call. You don’t know what buttons to click and when. You don’t how to turn on and off the video or audio.” Accessibility and accommodation are other components to address when delivering a well-executed virtual tour. By customizing a live virtual tour, persons with disabilities can be shown accommodations such as ramps, parking spaces and interior fixtures such as accessible apartment homes.
For persons with hearing disabilities, audio can be replaced by captioning. Live tours are more authentic because they are more interactive and conversational, she says. It starts with a warm welcome where the prospect can see the leasing professional’s face. “Let them see who you are,” she says. “Make that personal connection at the start.” Trosien says introverts and even extroverts really need to ramp up the personality while giving the tours. Yes, extroverts, too. “You must by ‘on’ the entire time,” she says. “Ask questions throughout the tour after your points are being made: ‘What do you think of this?’ “Are you okay with that?’ ‘What do you think so far?’ ‘Do you have any questions?’ Keep it moving. “Having this interaction is so important because you cannot see them; you are not getting your usual body-language cues and facial expressions to help you gauge their interest or displeasure. “However, don’t turn your virtual tours into a creativity contest for your staff. This is not the place for this. Be creative about how to market it, such as on social media. But if you try to be clever during the tour, it can become a distraction for the prospect.” Before the tour, Trosien says to list things that the prospect has shared that they are interested in seeing and be sure to include them. “If they want a ‘western view’ then give them one,” she says. “And right now, balconies are hugely popular, especially for prospects who didn’t have one before. During shelter-at-home, this might be there only (or primary) window to the world. “And even if they didn’t emphasize the kitchen, you should. Spend extra time in the kitchen. During this pandemic, people are doing more cooking and baking from home. Highlight that.” Hundreds of Dollars, Thousands of Dollars Remember, Trosien says, “whether they will be leasing for a few hundred dollars a month in rent – or a few thousand – signing a lease is a major investment. You need to treat it like that no matter what Class property you work at.” Even though your amenities are closed, show them. They will be using them at some point. If it’s difficult to do, make sure you have a recorded video that highlights the amenities to show them or to send to them. (For recorded tours, make sure to do them shoeless. There is nothing worse than the distracting echo of footsteps. And please: Put the toilet seat down), she says. Finally, it’s tough, Trosien says, but at the end of the tour, you must ask the prospective resident: Was there anything you didn’t like?” This is mandatory because, “again, you have no idea what they are thinking because you weren’t able to see their reactions to things,” she
says. “And if they say something was not right, be ready to respond to it.” A Word About Privacy Privacy for leasing professionals is an important aspect of this process. Onsite staff do not want their personal cell phone numbers made available to the public. One benefit to Zoom is that it doesn’t capture or display cell phone numbers or other contact information. Technical Difficulties Most technology needed to do a strong virtual tour is surprisingly affordable. Communities should absolutely buy tablets or smart phones for their properties specifically for this use, Trosien says. “Matterport (cameras) are great, great products, but you don’t absolutely need one to do these tours well.” Virtual leasing must be accessible across all types of devices, browsers, operating systems, and technologies so as to not alienate anyone from joining those experiences because of the device that they do or do not have. Leading virtual tour companies include Tour24, SmartRent, Rently, Power Pro, Virtual APT, LCP360, Show My Property and Engrain. Following is more advice from Trosien: • Some older devices don’t have webcams. But you do need one. They are about $25. • Get a gimbal and attach it to your camera. It will improve the production of your video, such as allowing you to zoom in. (not Zoom, lol). A gimbal is a pivoted point that allows videographers to rotate an object along a single axis and helps it to capture incredible images from various angles. They are priced from approximately $40 to $160 and are mostly used while making videos, but also can help to capture amazing still photos. • Make sure the battery on your phone, tablet or laptop is charged. • Don’t fail the Wi-Fi strength test. Make sure the connection will be there at all points on the tour. You can determine this during practice runs. • Add a My-Fi device to help improve your signal, especially in high-rise buildings where the connection could be susceptible to thick walls or while you are in an elevator or a stairwell. You don’t want the connection to fail. What does that tell the resident about your Wi-Fi abilities onsite? • Don’t go out on a windy day, if you can possibly avoid it. Ideally, these tours should take place on sunny days (for recorded tours, there’s no excuse), but that’s not always possible. Buy extra floor lamps to use to help light the apartment home if you must conduct the tour on a cloudy day.
Paul Bergeron is a freelance reporter who covers the apartment industry. Reach him at pbergeron333@gmail.com or 703-434-0280.
New Members MANAGEMENT COMPANIES
Houndswood Village
Arlington Properties
102 Spaniel Drive Durham, NC 27703 Contact: Azalea Perkins Chriss aperkins@allresco.com (919)213-7711 Units: 93
2 North 20th Street Suite 700 Birmingham, AL 35203 Contact: Tammy Wyble twyble@arlingtonproperties.net (205)328-9600
Knightvest Residential 5400 LBJ Freeway Suite 450 Dallas, TX 75240 Contact: Chelsea Williamson chelsea@knightvest.com (214)989-7061
The Hanover Company 1780 South Post Oak Lane Houston, TX 77056 Contact: Hannah Solsky hsolsky@hanoverco.com (919)636-4886
COMMUNITIES 800 St Marys 800 St Marys Street Raleigh, NC 27605 Contact: Denise Thompson 800stmarys-cm@pegasusresidential.com (678)347-2802 Units: 65
Independence Park 215 William Penn Plaza Durham, NC 27704 Contact: Heather Punch hpunch@pinnacleliving.com (919)246-0800 Units: 312
Overture Cary 1055 Hatches Pond Lane Cary, NC 27519 Contact: Christine Sammons overturecarymgr@greystar.com (919)653-7400 Units: 189
Solis Alston 5110 Alston Glen Drive Cary, NC 27519 Contact: Ashley Paulovits solisalston@greystar.com (919)649-7033 Units: 240
Hanover at Lake Boone 4131 Briargrove Circle Raleigh, NC 27607 Contact: Hannah Solsky hsolsky@hanoverco.com (919)883-4056 Units: 315
Ace Towing & Recovery 1533 South Blount Street Raleigh, NC 27603 Contact: Reuben Massey info@acetowingraleigh.com (919)821-2121 Parking Lot Contractors | Towing
Apartment Flooring Solutions 546 Woodlake Drive Suite 130 Chesapeake, VA 23320 Contact: Troy Eller teller@afshr.com (757)500-7736 Flooring Contractors & Carpet/ Vinyl Installation
CareMaster 2804 Major Smith Road Greenville, NC 27858 Contact: Gregory Fleming gfleming@caremasterclean.com (252)702-7520 Air Duct/Chimney/Fireplace Cleaning Services | Carpentry Contractors Carpet Cleaning Services | Cleaning: Interior Cleaner Services | Emergency Service/Restoration Contractors | Mold Remediation Contractors
Multifamily Insiders
Briar Green Apartment Homes 1155 Briar Rose Lane Durham, NC 27704 Contact: Lisa Hernandez lhernandez@pedcor.net (984)329-8142 Units: 200
SUPPLIERS
INDEPENDENT RENTAL OWNERS Rishon REI, LLC 50 Tillou Road West South Orange, NJ 07079 Contact: Dave Spiler dave@rishoninvestments.com (201)341-2978
Thousand Keys, LLC 11603 Forest Hill Court Fairfax, VA 22030 Contact: Tra Bui mstrabui@gmail.com (571)921-6069
Welcome the ApartMentor 2020 | Issue 3 14
438 Foster Road Wellford, SC 29385 Contact: Brent Foster bfoster@multifamilyinsiders.com (864)497-8188 Training
Reico Kitchen & Bath 2728 Capital Boulevard Suite 100 Raleigh, NC 27604 Contact: Perry Patton ppatton@reico.com (919)917-8600 Building & Construction Supplier Cabinetry: Repairs, Resurfacing, and Refinishing | Painting Contractors
NEW DATE!
' 2020 Trade Show TAA's November 18, 2020
4:00-8:30pm
NC State Fairgrounds - Jim Graham Building
REGISTRATION IS OPEN - REGISTER ONLINE AT: www.TriangleAptAssn.org/2020TradeShow BOOTH SPACE STILL AVAILABLE!
Owner/Operator Registration: Members $25 Non-Members $35
Only Exhibiting Supplier Members may attend the Trade Show so reserve your Booth today!
the ApartMentor 2020 | Issue 3 15
Join a Committee!
Our volunteers are our HEROES and we rely on them to help make our association a success. With eight different committees, you’re sure to find one that suits your interests. Please read the descriptions to decide where your skills can best be utilized and where your interests lie and then feel free to attend a meeting before committing to join. Once you’ve decided on a committee (or two) to try, check out the committee meeting calendar online to view upcoming meeting dates. EDU C ATIO N C OMMIT TEE The Education Committee provides proactive oversight of TAA’s education programs including planning roundtables, providing input on classes, seminars, workshops, and oversees TAA’s Leadership of Excellence Program. This committee promotes the TAA Education Scholarship Fund and conducts annual fundraisers. Committee Co-Chairs: Tara Gerberich and GiGi Ghanayem Email staff liaison, Suzanne Pratt at spratt@triangleaptassn.org for more information.
G OVERN ME N T AFFAIRS C OMMIT TEE The Government Affairs Committee monitors municipal, county, state, and national legislation that impacts the rental housing industry. The Committee frequently hosts elected officials and senior municipal staff at their meetings. Members of this committee help identify and set the advocacy agenda for the year, while developing a strong network with industry leaders and policy makers. Committee Co-Chairs: Katy Boone and Kelly Goehl Email staff liaison, Dustin Engelken at dengelken@triangleaptassn.org for more information.
IN D EP E N D E N T RE N TA L O W N ERS P LAN N IN G C OMMIT TEE The IRO Planning Committee (IRO-PC) meets quarterly to plan the meetings of the independent rental owners. The Independent Rental Owners meetings focus on helping independent owners better manage their properties through education, networking, and sharing of technical knowledge. Committee Chairperson: Dena Daniels Email staff liaison, Josie Eatmon at jeatmon@triangleaptassn.org for more information.
MEMB ERS HIP C OMMIT TEE The Membership Committee is responsible for recruiting, rewarding and retaining the association’s members. This committee plans, promotes and leads an annual Membership Drive campaign, including selecting a theme, establishing goals, and creating teams to participate in community visits. The Membership Committee hosts a Volunteer Appreciation event to reward our active volunteers for all their hard work. The Ambassador Program is run from this committee and serves to focus on new member orientation efforts by serving as “buddies” throughout the year to members who may want guidance on using association benefits. Committee Co-Chairs: Chelsea Bell and Natalie Cook-Wooters Email staff liaison, Jennifer Creech at jcreech@triangleaptassn.org for more information.
P RODU C TS AN D S ERV IC ES C OMMIT TEE The Products & Services Committee (PSC) is comprised of Supplier Members. This committee shares industry news among peers, promotes important Trade Show related information for vendors/suppliers via online videos and Trade Show 101, and is overall committed to partnering with Owner/Operator Members for joint success. PSC works to find ways to bring both sides of the membership together such as their seminar: Inside the Multifamily Mind. Committee Co-Chairs: Chris Fortune and Rachel Garavito Young Email staff liaison, Jennifer Creech at jcreech@triangleaptassn.org for more information.
P R AN D C OMMU N ITY O UTRE AC H C OMMIT TEE The Public Relations and Community Outreach Committee is responsible for promoting TAA to the general public and creating brand recognition of our Association and industry. The committee spearheads the Association’s ongoing outreach and community service projects. They also oversee and manage TAA’s Community Event Sharing Facebook group. Committee Co-Chairs: Jessica Lei and Akeshia Thomas Email staff liaison, Meg Palumbo at mpalumbo@triangleaptassn.org for more information.
SP E C IA L E VE N TS C OMMIT TEE The Special Events Committee fosters networking forums for the TAA membership through the development, planning and execution of various Association events. In 2020, events will include After Work Networking, Drive Shack and Trade Show. Committee Co-Chairs: Cindy Nitschke and Judy Wade Email staff liaison, Vicki Franciosi at vfranciosi@triangleaptassn.org for more information.
XC E L C OMMIT TEE By building tomorrow’s leaders through social engagement, professional development, and community service, the XCEL Committee strives to unite new professionals in the Multifamily Housing Industry. XCEL’s goal is to serve as a medium for continued involvement and growth within the industry. Committee Co-Chairs: Heather Arndt and Carson Woodell Email staff liaison, Alyssa Clair at aclair@triangleaptassn.org for more information.
the ApartMentor 2020 | Issue 3 17
July 3
Please visit our website for the most up-to-date listing of TAA classes, events, and meetings including times, locations, and details.
TAA Closed Independence Day
7
Member Meet-Up (Virtual Networking)
28
17-18
CPO
August
CFC/EPA Certification & Exam
14-15
September
7
11-12
2020
23
Mastering Your Maintenance (Virtual Seminar)
25
CPO
Executive/Board of Directors Meeting
17
17
TAA Closed Labor Day
CPO
Golf Outing at Drive Shack
Through the Eyes of an Asset Manager Seminar Property Manager Level
18
22
22
24
Marketing Tips & Tricks Seminar
25
TAA-PAC Membership Breakfast
Executive/Board of Directors Meeting
Legal Issues Seminar
Advertiser’s Index
Microsoft Excel Intermediate Course
PAGE
Apartment Association of North Carolina ___________________________________________9 Brownlee Whitlow & Praet, PLLC __________________________________________________2 Full House Marketing ____________________________________________________________5 Loebsack & Brownlee, PLLC ______________________________________________________20
the ApartMentor 2020 | Issue 3 18
Strategic Spotlight
Venturi Restoration, formerly Response Team 1, is excited to announce their name and brand change! Venturi Restoration is an award-winning national leader in the emergency response, property reconstruction and renovation industries serving thousands of residential, commercial and multi-family customers from their 21 locations across 15 U.S. states including the Greater Triangle area. Local experts in fire emergency response and restoration, they are most known for their services including water damage, fire & smoke damage, mold remediation, wind & storm damage, reconstruction & renovation, and cleaning services. You might be surprised to learn that their services extend beyond these broad scopes, as they also provide carpet cleaning, repair services, and extractions. Venturi Restoration responds to emergencies 24 hours a day, 7 days a week, 365 days a year. Their highly trained technicians are always ready to respond to your call. Plus, their services don’t end when the emergency is over. After ensuring your property is secure and dry, they will help you file your insurance claim, work with you to restore everything to its pre-damage condition, and return your belongings to get you back to normal quickly.
Once per year, employees gather together to work with Activate Good on various charitable projects. Employees are also encouraged to volunteer with local charities that are meaningful to them. Each year, Crawford Contractor Connection recognizes a very small subset of their contractors for excellence in “customer service scores, professionalism in communication, and cooperation.” In 2019, RT1 (Now Venturi Restoration) was once again recognized with notice of “Contractor Connection Top Performer for 2019” awards for multiple branches including the Raleigh branch.
Core Values: Do what’s right. Always.
TAA Member Since: 2008 Local Areas Served: Greater Triangle Area Hashtags: #callventuri
Want more info? Contact: Cindy Nitschke, Business Development | cindy.nitschke@callventuri.com | 919-500-1845 the ApartMentor 2020 | Issue 3 19
7920 ACC Blvd, Suite 220 Raleigh, NC 27617