NOVEMBER - DECEMBER 2010
A Magazine for Nevada’s Mulit-Housing Industry
If you own or manage smoke-free apartment homes and would like to be included in the Smoke-free Apartment House Registry on gethealthyclarkcounty.org, please contact us at (702) 759-1270 or email us at
Secondhand smoke seeping into apartments from neighboring units by shared ventilation systems makes playtime, and many other times, dangerous. But you can change all that. Nearly 80% of Nevada’s adult population is non-smoking, and many landlords and property managers in Clark County have acknowledged the growing demand for smoke-free living by restricting smoking in apartments and common areas. This simple act is not only legal, it provides health beneďŹ ts for employees and tenants and decreases maintenance and turnover costs. Remember, when one person smokes, everyone around them smokes too.
TobaccoProgram@snhdmail.org . Made possible by funding from the Department of Health and Human Services
IN THIS ISSUE News & Updates 4 President’s Message 8 Legal Corner: An Educa 21 22
on on Evic ons, Foreclosures
in Nevada 2011 NSAA Events Calendar Coming Soon
2775 South Rainbow Boulevard, Suite #101-C, Las Vegas, NV 89146 T: 702-436-7662 • F: 702-446-8445 Email: nsaa@nvsaa.org • Web Site: nvsaa.org Execu ve Director: Michael Fazio, mfazio@nvsaa.org Execu ve Assistant: Aysha Park, apark@nvsaa.org
Spotlight on Pla num Sponsors: Silverlands Inc. and Cer fied Fire Protec on (CFP)
23 2010 NSAA Commi ee Roster 25 Products and Services Guide Feature Ar cles 6 The Special Maintenance Requirements of
WHO WE ARE The Nevada State Apartment Associa on (NSAA) is a non-profit organiza on that provides the local mul -housing industry with legisla ve support, educa on and community outreach to benefit our membership and the community. The NSAA is devoted to suppor ng the diversity, integrity and ever-changing environment of the mul -family industry. We are devoted to you.
Mul -Family Housing
10 12 16 18 19
Eighteen Reasons to Volunteer Your Time Want to Convert More Leads to Leases and Improve ROI?
WHY WE EXIST
Maintenance Mania
The Nevada State Apartment Associa on exists to support the mul -housing industry and its professionals with proac ve legisla ve efforts, by promo ng career development through educa on and by offering entertaining social opportuni es. The NSAA also strives to promote the highest level of professionalism with established standards and prac ces throughout every segment of the mul -family industry, including management, marke ng, maintenance and suppliers.
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Bo om line… we exist for you, because of you.
NSAA 2010 Board of Directors President Bret Holmes .......................... 702.699.9261 Advanced Management Group
Director Donna Gill ............................. 702.362.6444 Pinnacle AMS West
President Elect Paula Lane ............................ 702.362.6444 Pinnacle AMS West
Director Francie Stocking ................... 702.368.4217 Western Risk Insurance
Past President Amanda Hahn ....................... 702.671.6000 Signature Management
Director Maria Avellana...................... 702.658.4006 AMC
Vice President Debra Peterson ..................... 702.255.3700 For Rent Media Solu ons
Director Mar n Estrada ...................... 702.336.7877 AMS West
Treasurer Doug Sartain ......................... 702.873.5995 Cer fied Fire Protec on
Director Rhonda Sikes ........................ 702.438.7678 Avion at Sunrise Mountain
Secretary Barbara Kirk .......................... 702.436.2048 Camden Property Trust
Director Robert Groucu ................... 702.895.8887 Sherwin Williams
Director Christopher A. Karsaz, ESQ..........702.952.9227 Karsaz & Associates
Director Steven Olmos ....................... 702.459.3192 Silver Lands, Inc.
Director Christopher Hinojos.............. 702.939.1494 Apartment Guide
Director Teresa Jackson ...................... 702.873.5995 Cer fied Fire Protec on
Director Dana Murrah ........................ 702.395.1523 AMC
Director Laura Parada ......................... 702.476.8997 Greystar
Director Deborah O’Keefe .................. 702.436.9293 The Prime Group
Vendor Alternate Chandra Vail ......................... 702.798.4511 Apartment Finder
Pla num Sponsors: Cer fied Fire Protec on Western Risk Insurance Sherwin Williams Paint and Floorcovering Cox Communica ons Silver Lands, Inc.
NSAA welcomes our newest members! NEW MEMBERS PROPERTIES ADP 1, LLC Tanglewood Village Apartments (Reno) Sharlands Terrace (Reno) Village of Santo Domingo
Oak Manor Apts Lantana Apartments Henderson Manor Orion 6 Property Investments
NEW MEMBERS VENDORS NEW Vendor Members Mylife Share Steama c Total Cleaning & Restora on Primo Pain ng Southern Nevada Health District
Property Alternate Misty Jus ce ....................... 702.269.5411 Fairfield Proper es
NOVEMBER | DECEMBER 2010
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PRESIDENT’S MESSAGE
By Bret Holmes
Apartment Insight Commi ee: Brandi Cooley Commi ee Chair Michael Fazio Front Cover Art/Editor Maria Avellana Board Representa ve Photos courtesy of Doug Sartain (Cer fied Fire Protec on)
There Is So Much to Talk About
Cover art courtesy of 702 West For Advertising Information, Contact:
Dani Gorden 509.301.4858 dani@newslinkpps.com
Apartment Insight is published by the Nevada State Apartment Associa on. Apartment Insight is the official trade publica on of the Nevada State Apartment Associa on, a professional associa on of mul -housing professionals and industry partners. The materials contained in this publica on are general in nature; the applicability to one’s par cular situa on should be reviewed with a professional who has all the facts pertaining to the situa on being considered. The publisher disclaims any liability for published ar cles. Adver tising Polic y: Nevada State Apar tment Associa on accepts no responsibility for unsolicited materials. Adver sements contained in this magazine do not cons tute endorsement. With the excep on of those products and services directly under the control and supervision of NSAA, it is the policy of the NSAA, its officers and Board of Directors, not to endorse any products or services.
Writing a Presidents Message is never an easy task, writing my final message is turning out to be even more difficult than I thought. It really shouldn’t be, at least not this time. There is so much to talk about when I look back over the last 2 years. We have come a long way and we have accomplished so much as an association since I was first elected to this position. Some of the highlights include: • Increased membership by almost 30% • Increased property member participation across the board • Launched our new website • Successful defeat of numerous legislative issues which would have had a detrimental impact on our industry • Brought our association management in house • Transitioned from a local association to a state association There are many other unspoken accomplishments, which could have been listed as a highlight above. Though unspoken, those accomplishments never went unnoticed and I want to thank those individuals who made it happen over and over again. Through my eyes, there were two things which stood out and really made the biggest difference over the past 24 months. The first thing is the great Board of Directors we have had in place. We have a great mix of new board members and seasoned board members. They have shown their dedication to the association by devoting their time and energy to different committees and events which has made a big difference! I would personally like to take this opportunity to thank all our board members to let them know how much I appreciate everything they have done and continue to do for the association. The second group that has made a big difference is you, our members. Without you we would not even have an association. With that being said, I would like to thank all of you for your support and participation over the past two years. It has been great to see new faces at our different events, both fun and educational. I would also throw out a challenge to all of you, get more involved! Run for the board, get on committees and participate in everything you can. You make our association great! In closing I just want to let all of you know that it has been a real pleasure serving as your President. I cannot wait to see where we will be in a few more years. Paula Lane, our incoming President, has a big job ahead of her and with everyone’s continued support I know we will continue to achieve great things.
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NOVEMBER | DECEMBER 2010
5
MAINTENANCE CORNER
The Special Maintenance Requirements
of Multi-Family Housing
All elements of life, including buildings, are affected by time. As building materials age, they weaken, deteriorate, and collapse prematurely unless they are supported by proper maintenance. And, of course, the forces of nature take a much quicker toll
A key role of any owner/manager is to sustain the facility and grounds so that current and future residents can enjoy a healthy, safe, and attractive living environment. Maintenance personnel also have a responsibility to document, report, and make recommendations when they see issues that merit attention. An organized, comprehensive preventive m a i nten a nc e s y s tem a nd ef fe c t ive communication are critical to proper maintenance of multi-family housing. Communication between management, maintenance personnel, and residents is paramount. Observed problems should be reported and addressed promptly. Residents should be informed routinely of their importance in keeping the facility functioning properly — whether they are condominium owners with a stake in the building as an asset, or renters who want to maintain high standards for their living space.
By John C. Maciha
Without a reliable system in place, maintaining an apartment community can cause a great deal of personal and budgetary stress — for management, owners, and occupants alike. The following assumptions are fundamental to the maintenance of any apartment community.
must. Some problems, such as mold and other water damage, would never exist if appropriate routine maintenance had been performed throughout the life of the asset.
when human caretakers fail to diligently maintain facilities. Discipline and care in management are essential for long life of the asset. Too often owners may cry “lack of funding,” when the root cause of a problem is more accurately a lack of maintenance discipline. Maintenance promptly addressed is a fraction of the cost of deferred maintenance.
W henever possible, ma intena nce personnel should be involved in the planning and design of renovations and new construction projects. During the design process, the input of the maintenance department can have the greatest effect on future maintenance costs for buildings and grounds. Once construction begins, it is possible to make changes that affect maintainability, but at a higher cost. Once the building is occupied, few, if any, opportunities exist to lessen maintenance requirements and costs. Apartment maintenance is no different than any other function in the sense that it is time-sensitive and must be approached assertively using the professional and physical tools available. This article was adapted from Preventive Maintenance for Multi-Family Housing by John C. Maciha.
Immediacy is critical in the life of a building. A management policy of “zero tolerance” for maintenance defects is a
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NOVEMBER | DECEMBER 2010
7
LEGAL CORNER
An Education on Evictions, Foreclosures in Nevada
for Unlawful Detainer can be filed, but is not meant to allow a tenant to stay rent-free. In situations where a tenant is remaining in the property under protection of a lease: if a notice of change of owner has been served (advising who the new owner is and where to send rent), and rent has come due but has not been paid by the tenant, then the current owner can serve a 5-day pay rent or quit notice and proceed with summary eviction, even during the 90 day PTFA notice period. Many banks and investors aren’t demanding rent because they figure it will affirm their duties as a landlord, which they don’t want to be.
Obliga ons of New Owner of PostForeclosure Property
This may not be regarding your mul -family community but these are important things you need to know about the “system,” especially when deciding whether to let a tenant in your community.
There are literally thousands of stories related to foreclosures and tenants being left out in the cold, no pun intended. You need to be educated on each situation and understand what is truly happening in the courts. There are now two dedicated Justices of the Peace in the Las Vegas Justice Court who hear all eviction matters after a foreclosure. Judge Sciscento and Judge Saragosa are the two judges appointed to these cases. These are the up-to-date current basics from the latest Judges/ Attorneys meetings.
fi ling a District Court action, the judges frequently will grant a 30 day stay without hearing whether the tenant has actual claims or weighing the allegations made by the tenant or former owner. The judges advised that they have coordinated with the District Court judges, and it has been agreed that 30 days is appropriate for the District Court judge to review an ex parte motion, and to set a Temporary Restraining Order or a Preliminary Injunction hearing if appropriate. This means that if the eviction is contested then it is likely that the writ may be issued that allows the eviction but the Constable cannot perform the lockout until 30 days after the writ is issued.
What will happen if I buy a foreclosure house or if I am a tenant in a foreclosed home in the Las Vegas Jus ce Court?
Can a foreclosure purchaser or a bank demand rent from a tenant during the 90 day PTFA no ce period?
If the former owner or tenant appears at the court hearing after being served with the date and allege that they are
The judges both agreed that the language in the statute and the legislative intent gives a tenant at least 90 days before a Complaint
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Nevada law provides that the new owners of property with tenants are subject to the same rights, obligations, and liabilities as the preceding owner. The new owner is considered a landlord despite not having entered into a lease agreement. The new owner steps into the shoes of the previous owner. This means the new owner may have to perform all maintenance/repairs to the property to keep it habitable, avoid disruption of essential services, and may even have to pay back the tenant’s deposit. The issue of the deposit is unsettled, but the judges seemed to agree that there would be a separate cause of action by the new owner against the old to recover any deposit amounts paid out.
No ce of Change of Ownership The Notice of Change of Ownership should be included with the filing, and it should be provided to the Court by the Plaintiff. If a deed isn’t available then there must be a receipt from the sale or some way to determine that the Plaintiff is actually entitled to evict.
Premature Filings Filing an unlawful detainer complaint before the cause of action is ripe where a tenant is in the property, before the PTFA 90 day notice period expires, is improper and is grounds for sanctions by these two judges. Essentially, an action for unlawful detainer has not accrued until the tenant is actually unlawfully detaining the property, which isn’t the case during the 90 day notice period.
www.nvsaa.org
Reasons to Volunteer Your Time We know volunteering a por on of our me is something we should do. There are reminders all around us that our help is needed, especially in our industry. At mes other people significantly benefit from any me we contribute. Some me those benefits are not recognized on the surface. Other mes they help move any industry, think legisla vely.
Have you thought about the benefits you will get from volunteering? If you consider the many benefits you will receive, you will be asking yourself why you are not more involved with helping a great cause, like the Nevada State Apartment Association. Consider these 18 reasons to volunteer some of your time: 1. 2. 3. 4. 5. 6. 7. 8. 9.
To make new industry friends To build personal and professional contacts To build your self-esteem and self-confidence To develop new job skills To make a difference in the world, or an industry To increase personal satisfaction To add experience to your resume To develop people skills To develop communication skills
10. 11. 12. 13. 14. 15. 16. 17. 18.
To do something as a team player To explore career possibilities To feel needed and appreciated To share your skills with others To be challenged To do something different To earn academic credit To improve your health To have fun!
You will get more out of your volunteer experience than you put into it. Do not hesitate to identify and donate some of your time to a worthy volunteer opportunity. There are many opportunities to volunteer in different ways at the Nevada State Apartment Association, from Community Outreach (helping less fortunate individuals / families in the community) to the Golf & Putting Classic (helping our industry have a day of fun in the sun). Contact Michael Fazio at the NSAA for more details at 702.436.7662. And if you cannot volunteer your time in your industry, volunteer your time to something you are passionate about … in the long run it will make you feel great and make others feel GREAT!!!
Some items excerpted from Roger Carr’s “18 Reasons To Volunteer Your Time.”Roger Carr is the founder of Everyday Giving. His life purpose is to help people help others. To learn more ways to give, sign up for their free e-zine at h p://www.everydaygiving.com.
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www.nvsaa.org
NOVEMBER | DECEMBER 2010
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• Leasing professionals mentioned features during 50% of calls, but benefits only 13% of the time. • A leasing professional’s primary goal, on a qualified leasing call, is to set an appointment, yet only 49% of callers were even asked to make one. • Of 79,570 calls reviewed, only 37% were converted to appointments. • 2,127 appointment-setting opportunities were missed resulting in 532 fewer leases written. • Total lease revenue lost by these communities: $6,278,904 (based on the industry average).
Every Call Counts
Want to Convert More Leads to Leases and Improve ROI? Embrace an Educational Training System that Produces Results by Doug Chasick, CPM®, CAPS, CAS, Adv. RAM, CLP, SLE
How is the average leasing professional doing? According to a recent CallSource Industry Report Card (IRC), the average performance is less than stellar. The IRC is an objective report on how effectively Leasing Professionals across the country handle telephone leads, set appointments, and close leases. After identifying and removing general business and personal calls, CallSource reviewed 79,570 calls from apartment seekers in 1,573 communities. Each call was scored using a survey of best practices
created by top industry professionals with a combined total of more than 150 years experience. Consider these findings: • Leasing professionals obtained the caller’s name only 62% of the time. • Leasing professionals asked only 10% of callers why they were moving, and only 17% for their specific needs and preferences.
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Successful leasing professionals get the caller’s name and contact information so they can follow-up. But as the study reveals, many leasing professionals often fail to get even the most basic information. Industr y stat ist ic s indic ate t hat top leasing performers convert 50%–60% of their qualif ied telephone leads to appoint ments. How c a n we improve the performance of the average leasing professional from just 37%?
Training: The Key to Closing Leases First of all, don’t kill your trainers. It’s not their fault. Far too often, they haven’t been formally trained as teachers. They have too many miles to cover, too much turnover, too many employees to train, and too few tools to reach and teach your entire team. And the rise of “Generation Y” in the workforce has only added to their challenges. Today’s Leasing Professionals encounter expectations and requirements very different from prior generations. To dramatically improve leasing results, the multifamily industry needs a complete and disciplined system of individualized training that includes full accountability. A comprehensive training system must play a significant role. When considering training, take the following into consideration: • All leasing calls must be tracked, recorded, and scored to: 1. Maximize return on marketing investment (ROI). 2. Identify true leasing opportunities vs. other types of calls. 3. Accurately evaluate leasing performance. www.nvsaa.org
• Each employee’s skills must be consistently and repeatedly evaluated and published within the organization, under a standardized system of scoring and ranking. • Training and education in all forms must be visible to management and to the employee, within a central database and reporting system. • Employees must know what training is available and when they are expected to complete it. This includes compliance as well as skills training. • One-size-fits-all training is utterly, thoroughly obsolete. Training must be individualized to address the specific skill gaps of each employee. • Classroom education must be supplemented by professionally designed eLearning programs. This should include instructorled and self-paced courses. • Training is most effective when it’s ongoing and offers continuous review and feedback. Training is not about passing ridiculously easy tests or “checking the box” on delivery of required courses. Real training is about providing valuable skills to Leasing Professionals that measurably improve results. Real results mean improved financial performance, compliance with laws and regulations, and improved retention of both residents and employees. At present, there is only one fully integrated system that satisfies and accomplishes all of these requirements and goals. CallSource calls it Results. Several modules make up the Results platform:
NOVEMBER | DECEMBER 2010
• Core to the system is CallTrack® reporting and recording. In addition to providing objective proof of whether training is being put into practice, this process improves ROI. • The next module is LeadScore®, an analysis of calls to remove non-leasing calls from the calculation of conversion ratios and to stop abuse of your tracking numbers by residents, employees, or vendors. • Next is Telephone Performance Analysis (TPA); TPA grades how well your staff is applying the skills and techniques you’ve taught them. Results and trends are charted by individual Leasing Professional, community, region, and company. • Key to the success of the Results system is Our University®; a central repository of courses offered and completed, job tools, etc. This Learning Management System can be accessed from and is branded to match your own corporate Website. Its content is entirely up to you. In addition to permission-based executive and administrative tools and views, each of your employees has his/her own “My Training” Web page showing courses of any type and source, along with due dates and completion dates. • CallSource’s groundbreaking Level 4® Training goes beyond simply training employees to managing and improving their performance. The real question is not whether your employees liked the training – or even whether they learned something from it. What you need to know is how it affected your
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IMPROVE ROI | continued on page 14
training plays a key role in your leasing personnel’s success. Want your leasing team to convert more leads to leases and improve ROI? Maybe it’s time to embrace a training system that produces results.
IMPROVE ROI | continued from page 13
business. Recognized as the gold standard throughout the training world, skills and knowledge are assessed before and after training and results are measured in terms of workplace performance. Level 4® Training is focused on business, and not simply learning outcomes. It’s the quintessential means by which to objectively measure true performance results. Need custom eLearning classes developed for you? Let CallSource® experts deliver them. Already subscribe to a third-party training program? Those courses and grades can be automatically imported into Our University®. Naturally, you can include your own courses as well. Need help converting your traditional training to effective eLearning? CallSource expert, Dr. Ann Kwinn, co-author of The New Virtual Classroom, can assist you with course development and design. According to the latest IRC, the erosion of revenue within the multifamily industry is directly related to training. Proper
Beginning in November 2010 the Nevada State Apartment Association will roll out CallSource’s groundbreaking Level 4® Training for FREE. While the Learning Management System is in a BETA test phase with the NSAA, all course content will be provided FREE to you. Visit www.nvsaa.org to learn more and to begin your online training today!
Doug Chasick is Senior Vice President of Mul family Professional Services at CallSource. CallSource’s Industry Report Card (IRC) is published quarterly and available free of charge. For a complete copy of the Q1, 2010 IRC, or for past issues, contact a CallSource advisor at (800) 500-4433 or, visit h p://www.callsource.com/research-reports/.
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The 2010 Annual Maintenance Mania was once again a success with a day filled of fun competitions dedicated to our hard working maintenance personnel from 14 different property management companies. The attendance was doubled from last year’s event, with over 80 competitors and the venue was one we know well … The All-American Sports Park. As an annual tradition awards and cash prizes were given to the talented Maintenance personnel that competed. Certificates were given for 1st, 2nd and 3rd place in each competition, as well as an overall completion winner.
BIG CONGRATULATIONS to all of our winners. Sponsored by
WINNERS SUMMARY (OFFICIAL RESULTS for LAS VEGAS) OVERALL
NaƟonal Championship Qualifying Program
INDIVIDUAL GAME
Door Jamb Armor InstallaƟon
Key Control Test
Faucet Repair
Appliance Repair
Toilet Repair
Ceiling Fan InstallaƟon
Fire & CO Safety InstallaƟon
Racecar CompeƟƟon
PLACE NAME
PROPERTY
TOTAL TIME
1st
Andres Gimenez
Sedona at Lone Mountain
02:42.869
2nd
Jesus Gomez
Pecos Terrace
02:51.299
3rd
David Rebovich
Mountain Gate
02:59.350
4th
Adrian Gimenez
Sedona at Lone Mountain
03:19.129
5th
Kurt Jones
Shadow Hills
03:20.069
PLACE NAME
PROPERTY
TIME
1st
Chris an Mayorga
Sedona at Lone Mountain
00:37.110
2nd
Jesus Gomez
Pecos Terrace
00:37.400
3rd
Quin n Trout
Arabella Apartments
00:38.720
1st
Andres Gimenez
Sedona at Lone Mountain
00:13.300
2nd
Adrian Gimenez
Sedona at Lone Mountain
00:15.030
3rd
Quin n Trout
Arabella Apartments
00:15.150
1st
Andres Gimenez
Sedona at Lone Mountain
00:16.220
2nd
Jesus Gomez
Pecos Terrace
00:17.680
3rd
Quin n Trout
Arabella Apartments
00:17.850
1st
Andres Gimenez
Sedona at Lone Mountain
00:16.520
2nd
Fernando Trejo
Somerset Commons
00:17.770
3rd
David Rebovich
Mountain Gate
00:18.280
1st
Luis Perez
Paradise Park
00:20.180
2nd
Gerardo Palacio
Des na ons at Valley View
00:32.430
3rd
David Rebovich
Mountain Gate
00:32.530
1st
David Rebovich
Mountain Gate
00:19.770
2nd
Kurt Jones
Shadow Hills
00:20.750
3rd
Andres Gimenez
Sedona at Lone Mountain
00:21.410
1st
Luis Ramirez
Rancho Vista Apartments
00:10.400
2nd
Jesus Gomez
Pecos Terrace
00:11.050
3rd
David Rebovich
Mountain Gate
00:11.080
1st
Kurt Jones
Shadow Hills
00:05.299
2nd
Terrance Jasper
Sierra Vista Apartments
00:05.437
3rd
Kenneth Bostad
Harbor Island Apartments
00:05.599
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NOVEMBER | DECEMBER 2010
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NSAA Bowling Social September 22nd, 2010 Sponsored by
The NSAA has done it again with another fun filled event. The NSAA Bowling Social held at South Pointe Casino had an immense turnout with over 30 bowling teams and 200 attendees. The day was filled with food and prizes for the best bowling team, worst bowling team, best dressed team and most spirited team. Raffle prizes consisted of a Blu-Ray player, Wii game system, flat screen TV and much more. We are already looking forward to the 2011 Bowling Social where the plan is to rent the ENTIRE bowling alley.
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www.nvsaa.org
Apartment Leasing Lease to Anyone!
Personality Conflict Sometimes you may just not click with someone. Your personalities don’t mesh, and it doesn’t look like you’ll be able to work together. In this situation, if you can make a graceful handoff to one of your colleagues with a “Why don’t I have Susie show you our model” or “John will be happy to take you through the paperwork,” go ahead and do it. If this isn’t possible, take a moment to read the person’s body language (such as crossing his arms, leaning forward, or standing at a distance) and see if you can mirror it. This is a diplomatic sign of respect that might help you ease the tension and move away from potential conflict. Of course, you can always grin and bear it. Put on a big smile and do your very best to serve this customer. That’s your job, and you just need to give it your best.
Disabled
It’s probably happened many mes – someone comes into your leasing office and you think, “No one could lease to that person!” Well, in today’s compe
ve apartment leasing
environment, you have to be able to lease to anyone.
When someone in a wheelchair visits your property and your models are on the second floor of a walk-up building, don’t immediately think that you won’t be able to lease to this individual. According to Muse and Trosien, it’s a good idea to have virtual tours available, either via a video in the office or on the Internet. Another option is to show the person a market-ready apartment on the first floor of the building. Yet, the most important approach is to discuss the person’s needs in detail, never assuming what the person can or cannot handle. From your prospective customer’s input, you will be able to tailor a presentation to his or her needs.
Blind or Hearing Impaired And, believe it or not, it can be done. All it takes is the right information and some resourceful techniques to turn a “no way” into an “okay!” Thanks to Wendy Muse, Vice President of Education at Tarragon Management, Inc., a nd L isa Trosien, President of ApartmentExpert.com, The “How to Lease to Anyone!” workshop at the Multifamily Brainstorming Sessions a few years ago where they shared, some of the most applicable tricks-of-trade when it comes to dealing with all types of customers. Here are just a few of the most familiar personalities they discussed and their original ideas for transforming these leasing challenges into signed leases, which apply everyday at your community … NOVEMBER | DECEMBER 2010
Recognizing Different Types Of Customers In A Hurry What do you do when a person doesn’t have an appointment and just wants to run through some models quickly? Or what if he or she doesn’t have time to fill out a guest card? It’s time to think on your feet. Complete the guest card as you’re walking through the models – this saves time and allows you to get the information you need. You also can offer to e-mail a brochure to the visitor and suggest that he or she makes an appointment for a later time. Of course, the key here is to tell the person that you know and understand how valuable his or her time is. Make the process a convenient and enjoyable one, and you’ll have a better shot at closing the deal.
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If a blind person visits your property, it is impor tant to introduce yourself immediately. This person wants to know who he or she is speaking to, and you don’t have time to play guessing games. Oftentimes, someone who is blind will have a lead dog or a companion. In these cases, refrain from touching the lead dog, and be sure to talk directly to your future renter – not through the companion. Furthermore, never touch a blind person without speaking first; you don’t want to startle him or her. Then, as you begin your tour, use the “sighted guide technique,” walking beside the person with your hand on his or her arm and giving explicit directions as you move through the apartment. APARTMENT LEASING | continued on page 20
APARTMENT LEASING | continued from page 19
For the hearing impaired, the rules of engagement are clear- cut. First and foremost, do not turn away from the person you are speaking to; that individual needs to read your lips. Therefore, also be sure that you don’t cover your mouth while you’re speaking. Keep the volume of your voice at a normal level – you don’t have to shout for a hearing impaired person to understand you. Finally, don’t over-enunciate, and don’t hesitate to rephrase what you or the potential customer has said to make sure that you’re on the same page. Looking Way Into the Future If you think that talking to or showing models to someone who doesn’t plan to sign a contract for at least six months is a waste of time, think again. These people are potential customers, and the best way
60 percent of your prospect base. However, if you are determined to operate a pet-free complex, be sure to talk to prospective renters about the consequences associated with a violation of your policy. You don’t want to anger a renter by delivering an unexpected penalty. From Out Of State Moving is a daunting experience, and moving from out of state is even worse. These renters face a higher level of anxiety than most customers. By letting them know that you are a true professional and that you have their best interests at heart, you’ll immediately create a comfort zone. It’s important to be willing to help these clients get acclimated to their new environment, so it’s good idea to have some information about the surrounding areas in the leasing office. Additionally, renters who are moving from an inexpensive area to a more pricey
fastest growing market segments for the multifamily housing industry. Therefore, it’s a great idea to have a bilingual person on your staff. If you’re not adding to your staff right now but need to be able to communicate with prospective renters for all different ethnic backgrounds, have a list of key phrases in a variety of languages handy (Berlitz Travel Guides are a good resource for this). But be careful – many languages have a number of dialects. Some of these vernaculars are not pure versions of a language; in fact, they’re often called “slanguage.” Because of this, don’t depend solely on Internet translation sites like w w w.freetranslation.com or www.babelfish.com. Members of our group suggested that you turn to local translators or even high school or college students to help with proper translations. Overcoming Objections Ultimately, there will be any number of
Whether it’s a bedroom that’s too small or appliances that are too old, your job is to help customers figure out which features mean the most to them and then show them how your property really does fulfill their requirements. to deal with them is to treat them like every other client. To start, don’t hesitate to show them a model. If they show interest, this is a great opportunity to put them on a waiting list – a skillful way to make sure that there is a unit waiting for them when they’re ready to make a move. You also should put them on your e-mail or newsletter list, as this is a quick and easy way to stay in touch over time. In addition, if you have planned a resident function for the near future, invite these potential residents to join in the festivities. This kind of personal service will keep your property in the forefront of their minds. Pet Owners People’s pets are often like their children. Most people will not move without their pets, so if your property accepts them, you’ve already earned points with pet owners. You can net even more points by catering to pets, keeping pet items in the model and making sure that the property is a welcoming place for someone’s precious pooch or frisky feline. If you don’t take pets, you might want to consider changing your position; a “no pets” policy can eliminate
location can experience a bit of a culture shock. In this case, promote the value of the apartment, not the price. Getting Divorced When dealing with someone who needs an apartment because he or she is getting divorced, it is crucial to be empathetic and flexible. This individual may have some unusual requests, such as asking you not to call him or her at home (maybe because the other person in the relationship doesn’t even know about the divorce yet). You must label your guest cards clearly to ensure that you don’t make a mistake. Then, let the renter know that his or her privacy is of the utmost importance, and that you will do everything in your power to make sure that the entire process is discreet. And for those people who don’t want to sign a lease right away because they are working on their marriage and might need to get out of a contract, you can discuss the different leases you offer, as well as any out clauses you may have.
different personalities walking through your door. Your job is to listen to the needs of everyone you meet and try to resolve any issues they may have. Some people undoubtedly will have objections, and you have to find ways to overcome them. Wendy Muse and Lisa Trosien suggest that you approach an objection with the following steps: • Be prepared • Present it first • Qualify it • Present the other side • Admit it and move on Whether it’s a bedroom that’s too small or appliances that are too old, your job is to help customers figure out which features mean the most to them and then show them how your property really does fulfill their requirements. You have to promote all of the great benefits your property offers and let renters know that they arrived home when they walked through your door.
Language Barrier The Hispanic population is one of the
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www.nvsaa.org
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Spotlight on Our Platinum Sponsors
Silverlands Inc.
Certified Fire Protection (CFP)
Silver Lands Inc. is a family owned and operated business that has been servicing the greater Las Vegas area since 1981. We strive for excellence in all that we do from the smallest residential maintenance account to our largest 500 unit commercial account. Every job is taken with great pride, attention to detail, and above all else meeting our customer’s needs.
Certified Fire Protection (CFP) was founded and incorporated in November 1977 with its main focus on the servicing of Portable Fire extinguishers by Larry Sartain, Sr. and Larry Sartain, Jr. After several years the company was sold to Howard T. Mann, a family friend. Howard took the company from two employees to four in a very short time. The additional staff was needed to help with the rapid growth that Howard enjoyed due to his hard work. He also offered more services to his customers, including D.O.T Hydro-testing and the availability of CO2 gas recharging. In 1988, Howard decided to move into land development and offered to sell the business to two of his employees, sales manager, Douglas Sartain and service manager, Michael Gazlay. They purchased the company on December 15, 1988 as equal partners.
Accountability With Silver Lands Inc. you never have to worry about a job being incomplete or hearing an excuse for something not being done properly. We have the resources and the manpower for any job. Flexibility If you have a special request or a last minute item that needs to be taken care of, Silver Lands Inc. will be there to provide you with that service. We will work with your needs and schedule. Dependability With Silver Lands Inc., you will always get an instant response to any problem. Silver Lands Inc. will respond to any concern you have seven days a week, 24 hours a day.
Due to demand and to better service their industry, the decision was made in 1993 for Douglas to get his Nevada State Contractor’s License. This enabled CFP to expand their services and offer Fire Sprinkler and Fire Alarm Installation, Inspection Maintenance and Repair to its valued clients. In 2000 Douglas purchased Michael Gazlay’s shares of CFP becoming sole owner. Douglas Sartain is a native of Las Vegas, Nevada, where he currently resides with his wife and their son. Douglas is the son and brother of CFP founders, Larry Sartain, Sr. and Larry Sartain, Jr., respectively. He has enjoyed the employment of this company from its inception. As the President and CEO, Douglas firmly believes that having strong moral fiber, integrity, honor and commitment is the key to the success of CFP. Customer service is and always has been first and foremost of utmost importance to Mr. Sartain. He hopes to continue to develop the company as he remains steadfast in his commitment to giving back to the community and cultivating not only the company but the success of his employees. He is adamant and believes that CFP sets the standard and is the leader in the fire protection industry.
2901 S Highland Dr # 15A Las Vegas, NV 89109-1055 Local Phone: (702) 459-3192 Local Fax: (702) 459-4372 Toll Free Phone (877) 455-3192 Toll Free Phone (877) 459-4372 www.silverlandsinc.com
For additional information on Certified Fire Protection please call Doug Sartain at 702.873.5995 or e-mail drsartain@certifiedfirepro.com Nevada State Contractors License# 35621
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www.nvsaa.org
NSAA 2010 COMMITTEE ROSTER Apartment Insight Commi ee Maria Avellana (Board Liaison) AMC Brandi Cooley (Commi ee Chair) 702 West
702.658.4006 m.avellana@amcllc.net 702.278.8905 brandi@702west.com
Bowling Commi ee Steven Olmos (Board Liaison) Silver Lands, Inc.
702.459.3192 steveno@silverlandsinc.com
Community Outreach Commi ee
Member par cipa on is vital to the growth of our industry. NSAA commi ees are the perfect venue to meet with your colleagues and exchange ideas. You can help contribute to our associa on’s objec ves by volunteering to serve on a commi ee. To sign up for one or more of the following commi ees, call the NSAA at 702.446.8445. Or you can e-mail the Board Liaison or Commi ee Chair listed with your contact informa on and which commi ee or commi ees you would like to join.
Rhonda Sikes (Board Liaison) Avion at Sunrise Mountain Jennifer Pendleton (Commi ee Chair) Sherwin Williams
702.438.7678 avionsunrisemtn@lvcoxmail.com 702.895.8887 jpendletonswrep@yahoo.com
Dinner Mee ng Commi ee Christopher Hinojos (Board Liaison) Apartment Guide Doug Sartain (Commi ee Chair) Cer fied Fire Protec on
702.939.1494 chinojos@apartmentguide.com 702.873.5995 fireone@lvcoxmail.com
Educa on Commi ee Dana Murrah (Board Liaison) AMC, LLC
702.395.1523 d.murrah@amcllc.net
Golf Commi ee Robert Groucu (Board Liaison) Sherwin Williams Ricky DeTagle (Commi ee Chair) Apartment Guide
702.895.8887 swrep5905@sherwin.com 702.939.1494 rdetagle@apartmentguide.com
Jewel Awards Commi ee Teresa Jackson (Board Liaison) Cer fied Fire Protec on Misty Jus ce (Commi ee Chair) Fairfield Proper es
702.873.5995 tlj@lvcoxmail.com 702.269.5411
Legisla ve Commi ee Barbara Kirk (Board Liaison) Camden Property Trust Christopher A. Karsaz, ESQ. (Commi ee Chair) Karsaz & Associates
702.435.9800 bkirk@camdenliving.com 702.952.9227 ckarsaz@karsaz-law.com
Maintenance Mania Commi ee Donna Gill (Board Liaison) Pinnacle AMS West Amy Hjerpe (Commi ee Chair) Pinnacle AMS West
702.362.6444 dgill@prmc.com 702.362.6444 ahjerpe@prmc.com
Membership (IROC) Commi ee Francie Stocking (Board Liaison) Western Risk Insurance
702.368.4217 francie@westernrisk.com
Public Rela ons Commi ee Deborah O’Keefe (Board Liaison) The Prime Group
702. 436.9293 deborah.okeefe@primegrp.com
Poker Commi ee Amanda Hahn (Board Liaison) Signature Management Alexander Gardens Susan Buksa
702.671.6000 amandahahn@signaturehomes.com 702.376.1646 Buksa@cox.net
Reverse Trade Show Commi ee Mar n Estrada (Board Liaison) AMS West
702.336.7877 mestrada@pinnaclefamily.com
For informa on regarding the NSAA website, ar cles which appear on the website and adver sing on the website please contact Michael Fazio at 702.436.7662. NOVEMBER | DECEMBER 2010
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Ul mate Choice Carpet Cleaning 4320 West Reno Avenue, Suite I Las Vegas, NV 89118 suhailyr@ul matechoicerestora on.com P: (702) 515-1485 F: (702) 515-1486 Universal Carpet Care, Inc. 3111 S. Valley View, Ste. N-102 Las Vegas, NV 89102 stevec@universalcarpetcare.com P: (702) 220-9003 F: (702) 220-4818 CLEANING SERVICES Genie Services 4300 N. Pecos Rd. #22 Las Vegas, NV 89115 njeancheff@genieservices.com P: (702) 452-1111 F: (702) 452-1179
PRODUCTS & SERVICES GUIDE ADVERTISING Apartment Finder 6330 McLeod Dr. Ste. 5 Las Vegas, NV 89120 cvail@apartmen inder.com P: (702) 604-2351 F: (702) 798-8311
ASPHALT PAVING/REPAIR Lamb Asphalt Maintenance, Inc. 3280 Coleman St. N. Las Vegas, NV 89032 jandres@lambasphalt.com P: (702) 647-1600 F: (702) 647-5969
Apartment Guide 8298 South Arville Street Suite #104 Las Vegas, NV 89139 rdetagle@apartmentguide.com P: (702) 939-1494 F: (702) 939-1551
Sunland Asphalt P.O. Box 50409 Henderson, NV 89016 stevem@sunlandasphalt.com P: (702) 563-6872 F: (702) 563-6875
Apartments.com 175 W. Jackson Blvd., 8th floor Chicago, IL 60604 l mko@apartments.com P: (312) 601-5391 F: (312) 601-6256
ATTORNEYS/LEGAL SERVICES Karsaz & Associates 375 Warm Springs Ave., Ste 104 Las Vegas, NV 89119 ckarsaz@karsaz-law.com P: (702) 952-9321 F: (702) 933-5077
For Rent Media Solu ons 5740 S. Arville St., Ste 209 Las Vegas, NV 89118 debra.peterson@forrent.com P: (702) 255-3700 F: (702) 255-4901 Move.com 30700 Russell Ranch Rd. Westlake Village, CA 91362 P: (805) 557-2300 F: (480) 556-4623 Mylife Share 2818 Craigton Drive Henderson, NV 89044 lovepics.share@yahoo.com P: (702) 217-3552 F: (702) 217-3552 Rent Grow Inc. (Internet) 307 Waverley Oaks Rd. Ste. 301 Waltham, MA 02452 haolem@rentgrow.com P: (800) 736-8476 F: (800) 819-5182 APPLIANCES SALES/RENTAL/PARTS/ REPAIR Ferguson Enterprise 501 Parkson Road Henderson, NV 89011 chris.williams@ferguson.com P: (702) 564-2660 F: (702) 564-1329 MOEN, Inc. 9109 Hilverson Avenue Las Vegas, NV 89148 eca ani@moen.com P: (702) 523-7286 F: (702) 614-0957 Pinnacle Appliance Distributors 5585 South Valley View Boulevard, Suite #4 Las Vegas, NV 89118 stacy@pinnacleappliances.com P: (702) 567-1688 F: (702) 565-1680 Universal Service & Supply 3605 W. Twain Las Vegas, NV 89103 universalsvc@earthlink.net P: (702) 876-0333 F: (702) 876-5994
NOVEMBER | DECEMBER 2010
AWARDS/TROPHIES Awards West 1957 North Decatur Boulevard Las Vegas, NV 89108 awardswestlv@lvcoxmail.com P: (702) 648-1661 F: (702) 648-1602 BALCONY REPAIR Nevada Gypsum Floors 3588 South Valley View Boulevard Las Vegas, NV 89103 rick@nvgypsum.com P: (702)871.3330 F: (702) 871-7597 BLINDS/WINDOWS/DOORS/GLASS Cherokee Blind & Door 4350 S Arville, C-21 Las Vegas, NV 89103 P: (702) 432-3244 F: (702) 432-3341 BROCHURES AND FLYERS 702 West 2470 Denholme St. Henderson, NV 89044 troy@702west.com P: (702) 278-8905 F: (702) 202-4513 CABINET INSTALLATION Complete Solu ons dba Roto Rooter 639 East Brooks Ave North Las Vegas, NV 89030 cwojciechowski@rrsc.com P: (702) 646-5273 F: (702) 646-0132 CARPET CLEANING/RESTORATION/DYEING Roadrunner Carpet Care 8985 South Eastern Avenue #325 Las Vegas, NV 89123 jon@roadrunnercarpet.com P: (702) 262-6061 F: (702) 507-0094 Solar Contract Carpet of Las Vegas, Inc. 4280 Wagon Trail Ave. #C Las Vegas, NV 89118 P: (702) 798-7100 F: (702) 798-1982
CLEANING SERVICES MOLD/ DISASTER Genie Services 4300 N. Pecos Rd. #22 Las Vegas, NV 89115 njeancheff@genieservices.com P: (702) 452-1111 F: (702) 452-1179 Odor Masters 4616 W. Sahara Avenue #178 Las Vegas, NV 89102 isimon@odormasters.com P: (702) 253-5030 F: (702) 242-9238 ServiceMaster 1st Response 451 Mirror Court, Suite #105 Henderson, NV 89011 smrep1@drylasvegas.com P: (702) 896-4197 F: (702) 896-3559 COMMERCIAL LENDING Paragon Mortgage Corpora on 1130 East Missouri Avenue, Suite 204 Phoenix, AZ 85014 jchris ne@paragon-mortgage.com P: (602) 266-3865 F: (602) 230-1716 CONCRETE REPAIR & RESURFACING Precision Concrete Cu ng 3191 North Canyon Road Provo, UT 84604 ma @safesidewalks.com P: (801) 830-4060 F: (801) 224-0062 COUNTY/CITY OFFICES Constable’s Office Las Vegas Township 309 S. Third Street, P.O. Box 552110 Las Vegas, NV 89155 gronaura@co.clark.nv.us P: (702) 455-4099 F: (702) 385-2436
EXERCISE EQUIPMENT Equip Fitness 4760 South Pecos Road, Suite #103 Las Vegas, NV 89121 teperkins.tpa@gmail.com P: (702) 309-4198 F: (702) 974-0893 FINANCING R & D Commercial Consul ng 1800 North Green Valley Parkway #111 Henderson, NV 89074 lynn@rdconsul ng.net P: (702) 994-4644 F: (949) 429-0398 FIRE AND SAFETY Cer fied Fire Protec on 3400 W Desert Inn, Ste 20 Las Vegas, NV 89102-8354 fireone@lvcm.com P: (702) 873-5995 F: (702) 251-1972 Diversified Protec on Systems Inc. 4435 Wagon Trail Ave. Las Vegas, NV 89118 tmilton@dpsi.biz P: (702) 307-3473 F: (702) 307-3472 FLOORING COVERING/CARPET Criterion Brock, Inc. 1660 Helm Dr. Ste 1000 Las Vegas, NV 89119-3845 jason@brockinteriors.com P: (702) 458-6550 F: (702) 458-6584 Mohawk Industries 2514 East Turney Avenue Phoenix, AZ 85016 jayton_jadlot@mohawkind.com P: (480) 650-9315 F: (602) 926-2453 Sherwin Williams Paint & Floor Covering 7470 S. Dean Mar n Drive, #105 Las Vegas, NV 89139 swrep5905@sherwin.com P: (702) 895-8887 F: (702) 895-8892 FURNITURE RENTAL/SALES CORT Furniture Rental 6625 Arroyo Springs St. Ste. 130 Las Vegas, NV 89113 tricia.bernard@cort.com P: (702) 822-7368 F: (702) 822-7324 KRT Concepts 6170 W. Lake Mead Blvd., #168 Las Vegas, NV 89108 kcoats@krtconcepts.com P: (702) 490-3558 F: (702) 924-2562
DEVELOPERS REAL ESTATE & GENERAL CONTRACTORS Basch Construc on Company 6226 Sandhill Road Las Vegas, NV 89120 mark.baraga@baschco.net P: (702) 314-4545 F: (702) 314-4547 Kalb Industries of Nevada Ltd. 5670 Wynn Rd. Las Vegas, NV 89118 rickh@kalblv.com P: (702) 365-5252 F: (702) 365-5257
Winston Contract 603 SE Fort King Street Ocala, FL 34471 jrega@brownjordaninterna onal.com P: (800) 327-1541 F: (352) 368-2471
Western Pride Construc on LLC 3924 Silvestri Lane Las Vegas, NV 89120 aimee@westernpride.com P: (702) 362-2800 F: (702) 362-1376
HANDYMAN Genie Services 4300 N. Pecos Rd. #22 Las Vegas, NV 89115 njeancheff@genieservices.com P: (702) 452-1111 F: (702) 452-1179
DRYWALL CONTRACTORS Genie Services 4300 N. Pecos Rd. #22 Las Vegas, NV 89115 njeancheff@genieservices.com P: (702) 452-1111 F: (702) 452-1179 ENVIRONMENTAL CONSULTANTS Dominion Environmental Consultants, Inc 12073 Cardinal Climber Court Las Vegas, NV 89138 bbojda@dominionenv.net P: (702) 368-2700
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GOLF CART MOBILE SERVICE, REPAIRS & PARTS Wheels In Mo on 6185 Harrison Drive, #12 Las Vegas, NV 89120 wheelsinmo on@lvcoxmail.com P: (702) 798-1991 F: (702) 837-6187
HOUSE KEEPING Roadrunner Carpet Care 8985 South Eastern Ave #325 Las Vegas, NV 89123 jon@roadrunnercarpet.com P: (702) 262-6061 F: (702) 507-0094 HVAC Fire-N-Ice Hea ng & Air Condi oning 2912 S. Highland Dr., Ste E Las Vegas, NV 89109 fire-n-icehvac@earthlink.net P: (702) 395-0071 F: (702) 395-0253
MSI HVAC 11700 Industry Avenue Fontana, CA 92337 awebb@msihvac.com P: (951) 727-2228 F: (888) 841-5254 INSURANCE Kaercher & Associates Insurance Brokerage 2500 N. Buffalo Dr., Ste. 230 Las Vegas, NV 89128 P: (702) 384-2813 F: (702) 304-7860 Nevada West Business Insurance 4175 S. Riley St., Ste 200 Las Vegas, NV 89147 jeffm@nvwes nsurance.com P: (702) 597-5998 F: (702) 990-0500 Renters Legal Liability LLC 466 South 400 East #103 Salt Lake City, UT 84111 gus@rllinsure.com P: (801) 994-0237 F: (801) 521-4452 Sterling Grant & Associates, LLC 2200 East Camelback Road, Suite #222 Phoenix, AZ 85016 loliva@sterling-grant.com P: (602) 954-7200 F: (602) 954-9624 Western Risk Insurance 3140 S. Rainbow Blvd., Suite 400 Las Vegas, NV 89146 francie@westernrisk.com P: (702) 368-4217 F: (702) 368-4219 INTERNET SERVICES/ACCESS Clear 7455 Arroyo Crossing Parkway, Suite #100 Las Vegas, NV 89113 marisa.bilkiss@clear.com P: (702) 479-4100 F: (702) 270-2710 KEY CONTROL/ACCESS MANAGEMENT Able Lock & Key 1913 East Charleston Road Las Vegas, NV 89104 ablekeylock@yahoo.com P: (702) 382-2822 HandyTrac, Inc. 510 Staghorn Ct. Alphare a, GA 30004 eoverhage@handytrac.com P: (678) 990-2305 F: (678) 990-2311 LANDSCAPING & MAINTENANCE D & K Landscape 3068 S. Highland Dr. Las Vegas, NV 89109 mfine @dklandscape.com P: (702) 361-5855 F: (702) 361-5866 Integrated Landscape Management 4555 Dean Mar n Drive Las Vegas, NV 89103 mdifabbio@ilm-llc.com P: (702) 283-9904 F: (702) 537-2294 Newtex Landscape, Inc. 271 Sunpac Avenue Henderson, NV 89011 alicia@newtexlandscape.com P: (702) 795-0300 F: (702) 795-0192 Silver Lands Inc. 2901 S. Highland Drive, Suite 15-A Las Vegas, NV 89109 pacoh@silverlandsinc.com P: (702) 459-3192 F: (702) 459-4372 Worldscape 8410 Eldora, Suite #1003 Las Vegas, NV 89117 worldscape@cox.net P: (702) 871-7027 F: (702) 731-1611 LAUNDRY EQUIPMENT Coinmach Laundry Service 501 North 37th Dr., Suite 102 Phoenix, AZ 85009 dwahlers@coinmachcorp.com P: (602) 722-6959 F: (602) 340-8907
LOCKSMITH ABC Locksmith & Towing 3981 E. Sunset Rd., # E Las Vegas, NV 89120 alertvp@gmail.com P: (702) 598-1630 F: (702) 454-7978 MAINTENANCE SUPPLIES AZ Partsmaster 2950 S. Highland Drive Suite E Las Vegas, NV 89109 jerry.s ckley@azpartsmaster.com P: (702) 369-2121 F: (702) 369-4391 HD Supply 320 Lava Beds Way Las Vegas , NV 89031 Max.G.Chris e@hdsupply.com, ty.kilpatrick@hdsupply.com P: (702) 917-5746 F: (702) 622-7222 Wilmar 4119 Bola Drive North Las Vegas, NV 89032 bcrofford@wilmar.com P: (702) 296-0664 F: (702) 643-5948 MAKE READY Genie Services 4300 N. Pecos Rd. #22 Las Vegas, NV 89115 njeancheff@genieservices.com P: (702) 452-1111 F: (702) 452-1179 MOLD REMEDIATION & TESTING Eagle Restora on 6225 Harrison Dr., # 1 Las Vegas, NV 89120 services@eaglelv.com P: (702) 895-9991 F: (702) 895-9992 ServPro of Northern Las Vegas 2828 Synergy Street North Las Vegas, NV 89030 shelly@sonlv.com P: (702) 656-0203 F: (702) 656-6246 AZ Partsmaster 2950 S. Highland Drive Suite E Las Vegas, NV 89109 jerry.s ckley@azpartsmaster.com P: (702) 369-2121 F: (702) 369-4391 NON PROFIT ORGANIZATION American Red Cross 1771 East Flamingo Road #206-B Las Vegas, NV 89119 krisd@redcrosslasvegas.org P: (702) 791-3311 F: (702) 791-3372 SNHD Tobacco Control Program 400 Shadow Lane, Suite #101 Las Vegas, NV 89106 chacon@snhdmail.org P: (702) 759-1276 F: (702) 759-1416 OFFICE SUPPLIES Advance Office & Janitorial Supplies 3261 S Highland, Ste. 603 Las Vegas, NV 89109 lisaburchard@advanceoffice.com P: (702) 735-0213 F: (702) 735-0147 OUTDOOR FURNITURE Renu Casual Furniture 975 American Pacific Drive, Suite #105 Henderson, NV 89014 fred@renucfr.com P: (702) 568-9004 F: (702) 568-9007 Total Pa o Accesories 4760 South Pecos Road, Suite #103 Las Vegas, NV 89121 teperkins.tpa@gmail.com P: (702) 309-4198 F: (702) 974-0893 PAINT SALES/SERVICE Dunn-Edwards Paints 4300 E. Tropicana Ave Las Vegas, NV 89121 sharon.brenner@dunnedwards.com P: (702) 845-7539 F: (702) 243-8131
EA Beltz Corp. Paint & Drywall 3370 Pinks Place #FLV, NV Las Vegas, NV 89102 eabeltzcorp@hotmail.com P: (702) 233-3583 F: (702) 871-0595 Empire Community Pain ng 2756 N. Green Valley Pkwy., Ste. 149 dwhitaker@empirepain ng.com P: (888) 278-8200 F: (702) 939-9940 Genie Services 4300 N. Pecos Rd. #22 Las Vegas, NV 89115 njeancheff@genieservices.com P: (702) 452-1111 F: (702) 452-1179 Primo Pain ng 9053 South Pecos Rod #2910 Henderson, NV 89074 tori@lasvegasprimopain ng.com P: (702) 457-5552 F: (702) 457-3620 Sherwin Williams Paint & Floor Covering 7470 S. Dean Mar n Drive. #105 Las Vegas, NV 89139 swrep5905@sherwin.com P: (702) 895-8887 F: (702) 895-8892 PEST CONTROL Terminix Commercial 3147 West Post Road Las Vegas, NV 89118 svach@terminix.com P: (702) 837-6520
F: (702) 837-5980
POOL FURNITURE Total Pa o Accessories 3275 S. Jones Blvd., Ste 106 Las Vegas, NV 89146 admin@tpa-lasvegas.com P: (702) 309-4198 F: (702) 974-0893 PRINTING & GRAPHICS A & B Prin ng and Mailing 2900 South Highland Drive #18-B Las Vegas, NV 89109 anthony@abprint.com P: (702) 731-5888 F: (702) 731-2272 PROPERTY MANAGEMENT SOFTWARE RealPage Inc. 4000 Interna onal Pkwy Carrollton, TX 75007 stacey.blackwell@realpage.com P: (972) 820-3015 F: (972) 820-3383 RentPayment 505 Sansome, 8th Floor San Francisco, CA 94111 cnelson@rentpayment.com P: (866) 289-5977 F: (866) 786-4775 RECYCLING NVCCU Recycling 2745 N. Nellis Blvd. Las Vegas, NV 89115 saul@nvccu.com P: 9702) 644-8484
F: (702) 644-7970
REWARDS PROGRAMS Blackledger 12 West 100 North, Suite #100 American Fork, UT 84003 nvidrine@blackledger.com P: (801) 763-9064 F: (801) 437-3686 ROOFING SERVICES Monier Life le 430 Eastgate Henderson, NV 89011 streland@monierlife le.com P: (702) 417-3304 F: (702) 629-5183 SEAL COATING STRIPING & REPAIRS Intermountain Slurry Seal P.O Box 1841 Sparks, NV 89432 michael.koenig@gcinc.com P: (720) 320-1665 F: (720) 320-1668 SECURITY DEPOSIT ALTERNATIVES Sure Deposit 293 Eisenhower Pkwy., Ste 320 Livingston, NJ 07039-1783 brian@suredeposit.com P: (973) 992-8440 F: (973) 992-8770
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SECURITY SERVICESS Rocky T’s Inc 1516 East Tropicana #239 Las Vegas, NV 89119 rolandthurber@yahoo.com P: (702) 278-3470 F: (702) 436-0489 SIGNAGE Fusion Sign & Design 3443 Niki Way Riverside, CA 92507 robin@fusionsign.com P: (702) 949-0760 Na onal Signs, LLC 3830 Rockbo om Street North Las Vegas, NV 89030 rick@na onalsignslv.com P: (702) 645-6444 F: (702) 645-1178 Western Sign & Flag 4181 W. Oquendo Las Vegas, NV 89118 bobglennon@westernsignandflag.com P: (702) 798-6030 F: (702) 798-8314 TELECOMMUNICATIONS Century Link 330 South Valley View Boulevard Las Vegas, NV 89107 Stephanie.x.riley@centurylink.com P: (702) 244-1220 F: (702) 244-7385 Cox Communica ons 121 S. Mar n Luther King Blvd. Las Vegas, NV 89106 Nick.kendle@cox.com P: (702) 384-8084 F: (702) 545-2375 TENANT SCREENING CoreLogic SafeRent 7500 W. Lake Mead Blvd., #9-542 Las Vegas, NV 89128 tsedminik@fadvsaferent.com P: (702) 839-1736 F: (702) 839-1738 Contemporary Informa on Corp. 42913 Capital Drive #101 Lancaster, CA 93535 dan@contemporaryinfo.com P: (800) 288-4757 F: (800) 677-8494 LexisNexis Resident Screening 818 SW 3rd Ave., Ste 1128 Portland, OR 97204 duran.crain@lexisnexis.com P: (323) 828-7467 F: (866) 653-4264 TOWING AA Ac on Towing 3035 Westwood Dr. Las Vegas, NV 89109 bobbyhowell@ac ontowing.net P: (702) 737-9100 F: (702) 737-8567 Ashley’s Towing 201 North Mojave Las Vegas, NV 89101 ashleystowing@live.com P: (702) 382-3508 F: (702) 382-8090 North Star Towing 2201 N. Commerce North Las Vegas, NV 89030 clark@northstartow.com P: (702) 473-1111 F: (702) 399-3632 Quality Towing 4100 E. Cheyenne Ave. Las Vegas, NV 89115 jberry@unitedroadtowing.com P: (702) 649-5711 F: (702) 633-4447 SNAP Towing 250 W. Warm Springs Rd. Henderson, NV 89011 clark@andersonpc.com P: (702) 564-1180 F: (702) 565-3956 The Parking Team Specialists (PTS) 3433 Losee Road Suite #2 North Las Vegas, NV 89030 mikelevin@theppiteam.com P: (702) 375-9807 F: (702) 543-6876 WASTE COLLECTION Republic Services 770 East Sahara Avenue Las Vegas, NV 89104 feinbergk@repsrv.com P: (702) 280-0051 F: (702) 599-5585 www.nvsaa.org
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