JUNE 20, 2014
Sponsored by
Y A D O T NAA
NAA TODAY
Friday, June 20, 2014
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Inside: 2 Maintenance Mania® 10 Awards Celebration 19 NAATV
Thinking Long-Term in a Short-Term World Bill Rancic: Host of “America Now” and Co-Executive Producer of “Giuliana and Bill” It’s been a decade since Donald Trump uttered those two glorious words — “you’re hired” — to Bill Rancic, season one winner of “The Apprentice.” Since then, the Chicago born-and-bred real estate entrepreneur has successfully run a multi-million dollar company, become a best-selling author, hosted and produced television shows, opened his own restaurant and expanded his philanthropic efforts worldwide. Why not add “2014 NAA Education Conference & Exposition Thought Leader” to the list? We recently spoke to Rancic to get a preview of today’s session, which begins at 2:15 p.m. in Four Seasons 3. units: One of your first business endeavors was starting a boat wash and wax business in college. What did you learn from that experience? Rancic: I learned some of the most important lessons of my life during that time. My parents were teachers and I grew up around those kinds of people, so I’d never been around businessmen and entrepreneurs before. I was taking care of these 60, 70, 80-foot boats for these people who were cruising on Lake Michigan. I wasn’t making much, but I was surrounded by entrepreneurs and I thought, “I’m no different than these guys.” It BILL RANCIC
See THINKING LONG TERM, Page 16
TODAY’S SCHEDULE 6:45 a.m. – 7:45 a.m. FRIENDS OF BILL Hyatt Regency, Granite A
NAA ATTENDEE AND EXHIBITOR REGISTRATION OPEN
Lobby A, Level 1
7 a.m. – 6 p.m.
LUGGAGE CHECK
7:30 a.m. – 8:15 a.m.
COFFEE BREAK – LEVEL 1
8 a.m. – 9:30 a.m.
THOUGHT LEADER SESSION | BREAKOUT EDUCATION SESSIONS
Level 1
9:30 a.m. – Noon
WORLD CUP LOUNGE OPEN
9:45 a.m. – 11:15 a.m.
GENERAL SESSION WITH BARBARA CORCORAN AND KEVIN HARRINGTON
Hall D, Level 2
7 a.m. – 5 p.m.
Lobby F, Level 1
Lobby B, Level 1
11:15 a.m. – 3:15 p.m. LEARNING ZONE SESSIONS Halls B & C, Level 2 11:15 a.m. – 4 p.m.
NAA EXPOSITION
(with Lunch) Halls B & C, Level 2
NAA MAINTENANCE MANIA® NATIONAL CHAMPIONSHIP
NAA Exposition, Level 2
1 p.m. – 3 p.m.
WORLD CUP LOUNGE
2:15 p.m. – 3:45 p.m.
THOUGHT LEADER | BREAKOUT EDUCATION SESSIONS
Level 1
3 p.m. – 4 p.m.
REFRESHMENT BREAK
4 p.m. – 5:30 p.m.
THOUGHT LEADER | BREAKOUT EDUCATION SESSIONS
Level 1
4 p.m. – 5:30 p.m.
LYCEUM SESSION
4 p.m. – 10 p.m.
EXHIBITOR MOVE-OUT
12:30 p.m. – 1:45 p.m.
‘Shark Tank’ Washes Ashore in Denver
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nown for their refreshing, tell-it-like-it-is attitudes, Barbara Corcoran and Kevin Harrington, both veterans of the hit ABC reality show “Shark Tank,” will be the featured speakers during today’s General Session from 9:45 a.m. to 11:15 a.m.
Corcoran started her real estate business with a $1,000 loan and went on to build the largest and most successful real estate business in New York City. She sold it for $66 million and believes branding may be the single most important key to success in today’s highly competitive world of commerce. See ‘SHARK TANK’, Page 16
BARBARA CORCORAN
KEVIN HARRINGTON
Lobby B, Level 1
NAA Exposition, Halls A & B, Level 2
(Registered Candidates Only) Room 105, Level 1 Halls A-C, Level 2
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The Leader Within
Susan Packard: Co-Founder and Chief Operating Officer of HGTV
As Co-Founder and Chief Operating Officer of HGTV, Susan Packard helped create a niche in the lifestyle marketplace that has since exploded.
Looking for more leadership track sessions? For more on growing your own leadership legs, also check out the following sessions in the leadership track.
During her Friday morning Thought Leader presentation (8:30 a.m. to 9:30 a.m., Four Seasons 3), Packard will discuss how vision, audacity and relentless focus are some of the key factors that make great leaders. Following are some of her most powerful insights.
Emerging Leaders: Make Way at the Top
On past mistakes:
8 a.m. – 9:30 a.m. | Room 607
“Our HGTV founding team kept hearing that customers wanted to purchase the products they saw on air. With that in mind, we thought a great way to earn additional revenue would be to create something similar to QVC—a home-shopping network. We purchased a fledgling company and it was a huge disaster—and a great lesson.
While some people may believe the concept of “natural-born leaders,” the truth is that most leadership skills are developed. Many companies focus on promoting from within when leadership positions become available; however, few companies have a program in place to develop their emerging leaders. Join us for an interactive session including specific examples, tips and tools for immediate application. Help your emerging leaders rise to the top!
We mistakenly assumed that because this idea used TV as its platform, we would be fine because we know that world. In reality, TV was a smoke screen for what the business really was—a store. None of us had any retail background. Now we license our brands.
Presented by: Kimberly Hurd, NALP, Milhaus Management; Susan Sherfield, CPM, Mercy Housing
NAAEI Presents: The Four Imperatives of Great Leaders
The lesson was that in thinking about growing your business, you have to do some soul searching about where your talents really lie, what you’re good at and what best serves your consumers.”
2:15 p.m. – 3:45 p.m. | Four Seasons 1
On diversity as a business practice: “If you’re lucky enough to be on the ground floor of a new business, you can impact diversity greatly by including it in your core values. You hope diversity springs up organically but I’ve read a lot recently about SUSAN PACKARD, CO-FOUNDER AND COO OF HGTV “unconscious bias” that we all have. This unconscious bias suggests that we have to inject this value into an organization; it’s not inherent. The key is that leadership has to live it. I did quite a bit of sponsoring and mentoring of women. Sponsored by: You have to inspire these practices into the organization.”
When asked what makes a great leader, Dr. Stephen Covey responded, “My definition of leadership is communicating to people their worth and potential so clearly that they are inspired to see it in themselves.” Covey’s formula is based on the Four Imperatives of Leadership: Inspire trust, clarify purpose, align systems and unleash talent. This session provides an overview of this new paradigm. Learn powerful concepts and leave with tools and skills to help lead, support and inspire a talented, valuable workforce.
Presented by: Mark Juleen, J.C. Hart Company, Inc.; Mike Whaling, 30 Lines
Maintenance Mania National Championship ®
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he 2014 Maintenance Mania® National Championship is gearing up to be the best yet, coming back to where it all began — Denver! From 12:30 p.m. – 1:45 p.m. in the NAA Exposition, watch as 20 maintenance technicians compete to win thousands of dollars in prizes and earn the title of best maintenance technician in the country.
Maintenance Mania® consists of several skill-based table games based on common maintenance activities and a racecar competition. Participants build their racecars prior to the event, aiming to have the fastest and most creative car built out of maintenance supplies. All games are timed to determine the fastest competitor in each game and overall.
THANK YOU TO OUR MAINTENANCE MANIA® NATIONAL CHAMPIONSHIP SPONSORS!
NAA Maintenance Day Schedule 8 a.m. – 9:30 a.m.
MAINTENANCE DAY SESSION
9:45 a.m. – 11:15 a.m.
NAA GENERAL SESSION: FEATURING BARBARA CORCORAN AND KEVIN HARRINGTON
11:15 a.m. – 4 p.m.
VISIT THE NAA EXPOSITION
11:30 a.m. – 12:30 p.m.
ENJOY A FREE LUNCH IN THE NAA EXPOSITION
12:30 p.m. – 1:45 p.m. NAA MAINTENANCE MANIA® (Special seating for Maintenance Day participants) 2:15 p.m. – 3:45 p.m.
MAINTENANCE DAY SESSION
4 p.m. – 5:30 p.m.
NAA EDUCATION SESSION OF YOUR CHOICE
BEVERAGES WITH BEHR SOCIAL FOR NAA MAINTENANCE DAY PARTICIPANTS
Room 206
5:30 p.m. – 6:15 p.m.
Maintenance Day is hosted by:
NAA Supports Operation Homefront
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AA proudly supports our country’s service men and women, as well our members who are military veterans. One organization that assists these brave individuals is Operation
Homefront — a nonprofit that provides emergency financial and other assistance to the families of our service members and wounded warriors. Headquartered in San Antonio, Texas, Operation
Homefront currently reaches military families across the nation, with 23 locations serving 43 states. The majority of its clients, who receive $.93 out of every $1 donated, are the lowest-paid service members. To donate to Operation Homefront, please visit www. operationhomefront.net/howwehelp.
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Road Warrior Rules for Customer Service “I’m just beyond delighted when my luggage actually arrives.”
A few “road warrior rules” from Jackiw and Starr:
Sadly, Alex Jackiw isn’t alone. The airline industry is often a good (or, more accurately, bad) reflection of today’s fledgling customer service in general.
1. The customer has changed. Today multigenerational customers—your residents—are quick to complain (frequently and publicly), and have higher expectations and lower tolerance for mistakes or poor service.
During the session “A Road Warrior’s Rules for Customer Service,” Jackiw, CPM, CAPS, President of Milhaus Management, shared her tales from the trenches during a year full of travel as NAA’s 2013 Chairman of the Board.
2. Perception is reality. “I know that phrase is overused but it’s so succinct and important in what we do,” Jackiw says.
Joined by Desiree Starr, CAPS, VP of Education and Development, Apartment Association of Greater Orlando, the two shared succinct areas of frustration while traveling and how these lessons can be applied to the apartment industry.
4. Don’t rely solely on technology. Make it easy to use, but avoid total automation if possible.
3. If you’re asking residents to stay engaged with social media, you have an obligation to keep that information up-to-date.
“I was driving at a rate of speed that was considered illegal in the state of California on my way to the airport, and halfway there I got a voicemail that my flight had been cancelled,” Jackiw says. “There was no additional information. You can’t totally automate. People crave the human touch.” Adds Starr, “Don’t use an e-blast to talk about a lease renewal. Get out of your office, go to apartment 212 and have a conversation with Fred. Don’t hide behind technology.” 5. You must over-communicate. No news is NOT good news when dealing with customers. And most importantly, tell the truth!
E STARR SHARE TIPS OF THE TRADE
SPEAKERS ALEX JACKIW AND DESIRE
“There’s nothing more frustrating that when you’re at the terminal and it says your flight is on time and you look out the window and there’s no plane out there,” Jackiw says. “And you’re supposed to be boarding.”
6. How do you compensate for disappointments? “More often than not, a resident doesn’t want a free month of rent. They just want an apology,” Starr says. 7. Hire well. Nice people provide good customer service—it’s as simple as that. (Humor helps too). “When I was working in senior housing, I interviewed people while we toured the community instead of sitting down in an office,” Jackiw says. “If they didn’t acknowledge the elderly residents that passed by, they were toast. It told me everything I needed to know.” 8. Mistreated employees = mistreated customers. Session attendees said both speakers were very personable and really informative. “I really liked that all of the examples were relatable to daily situations,” says attendee Melissa Attallah, Regional Supervisor, HCA Property Management, San Diego. “Residents always think that they’re right and it was helpful to learn how to handle difficult situations like that.” Adds attendee Jimmy Wienckowski, Senior Leasing Consultant, First Site Apartments, Bloomington, Ill., “What I took away from the session was that even if you have an answer for a resident that may not necessarily be what they want to hear, keeping them informed is often just as important as providing a solution.”
JUNE 18–21, 2014 | DENVER, CO www.naahq.org/educonf
DIAMOND SPONSORS
PLATINUM SPONSORS
GOLD SPONSORS
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Food, Fun and Plenty of Mile-High Memories Whether you came for the food, beer, music or art, last night’s Opening Party at the Denver Performing Arts Complex had something for everyone. Attendees celebrated NAA’s 75th Anniversary in style, rocking downtown Denver late into the night. Fifteen food trucks gave attendees the opportunity to fill their plates and cups a mile high with everything from tacos to pizza, BBQ, Indian and Greek dishes, funnel cakes (funnel cakes!) and microbrews. Live music, airbrush tattoos, a photo booth, chalk and caricature artists and an aerial act also entertained attendees, offering the best of the year-round festivals Colorado is known for.
JUNE 20, 2014
NAA TODAY
NAA Opening Party Sponsors
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The fifth corn dog was not necessary. (That’s a call back to yesterday’s blog, so catch up, people!) Even so, I had an amazing time at last night’s Opening Party. After a full day o’ learning, including a truly inspiring and good-humored speech from Michael J. Fox, lessons in customer service from two of the industry’s fiercest “road warriors” and innovative products on the tradeshow floor, it was nice to socialize with NAA members and get a true taste of Denver. While most of us got our fill, today’s schedule features two sharks who are eager for a bite. During this morning’s General Session, ABC “Shark Tank” veterans Barbara Corcoran and Kevin Harrington will share their business acumen with attendees. But after they’ve LAUREN BOSTON, APTly SPOK EN BLOG gotten their feet wet, the Sharks will hear business and product pitches from three NAA Innovation Tank finalists. One lucky attendee will walk away with $5,000. The other two—well, they’re gonna need a bigger boat. Nailed it! Speaking of nails—man, I am on a ROLL—this afternoon marks the eighth annual NAA Maintenance Mania® National Championship. Watching 20 of the industry’s most skilled maintenance technicians change a ceiling fan in approximately two seconds is always a nice reminder of your own incompetence, and I encourage everyone to cheer on the competitors.
What Makes Denver Special?
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Jennifer Curry Vice President Full House Marketing Raleigh, N.C.
“I love the urban environment. It’s outdoor-centric, which I adore.”
Maria Baker-Beardslee Lincoln Military Housing San Diego
“The exciting, inspiring weather. It’s different from the predictable weather in San Diego.”
“The atmosphere is fantastic. There’s great demographic variety; I notice the diversity.”
Stacy Moist Regional Property Manager Grand Peaks, Colo. Seattle Native
“The people here are awesome. Everyone says ‘Hello’ to you.”
T N U H O T O H P F F O K IC K E CONFERENC FIND ALL SEVEN DIFFERENCES! In honor of Wednesday’s awesome Conference Kick-off event, we’ve changed a few things in the photo below. Can you find all seven? No cheating!
After some light calisthenics, I plan to sprint from the Maintenance Mania® Championship to get a front-row seat for Thought Leader Bill Rancic. I’ve promised myself I won’t ask any personal questions about Giuliana or Duke, but any slip ups will be blamed on the altitude. I can’t be held responsible for my actions this high up. 1. The seven in the 75th logo has changed to a one 2. The “!!!” after “Rising Together” 3. Pete Regules of CORT’s hat is blue 4. Conference Chair, Jeff Lowry’s tie is red 5. Pete’s shirt has a :) on it 6. Jeff’s pocket square is blue 7. The face of Jeff’s watch is red
We’ve got a long, fun day ahead of us, my friends. It’s time to put some dry shampoo in your hair, drink a 60-ounce coffee and look alive!
Glenn Anderson Manager Richmond Public Schools Richmond, Va.
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Engage the ‘New Age’ NAA Awards Program Not since Charles Dickens have we seen such great expectations. There’s no arguing that today’s Millennials are entitled. However, they’re also paying customers. Following are some of the most unique marketing ideas and trends in the apartment industry that are catered to this generation. Remember to check out one of several marketing sessions here in Denver for more. 1. Convert an old food truck into a mobile leasing truck. 2. Host “Brew Days” on Facebook where residents can go on the community’s Facebook page, ask for coffee and the staff will bring it to them. It’s a way to create positive touch points and engagement on Facebook.
3. Train employees to ask for positive reviews, rather than getting caught up in how to fix a negative review. 4. When a leasing consultant or maintenance technician gets a nice note or email, put it on the company website and market that positive press. 5. Offer—and advertise—the following Millennial-driven amenities: Starbucks cafés inside of clubhouses; two- or three-lane bowling alleys for communities in colder climates; a community hair salon or spa; and apartment pods with private bedrooms and bathrooms, but shared kitchens in the center with lockers and mini fridges.
Source: 2014 NAA Student Housing Conference & Exposition General Session
Check out these other sessions on marketing Rallying the Troops: Winning Tactics for Strategic Outreach Marketing Campaigns 2:15 p.m. – 3:45 p.m. | Room 607 Napoleon Bonaparte once said, “The secret of great battles consists in knowing how to deploy and concentrate at the right time.” As the leader of your own troops, your goal is to have your teams prepared to consistently conquer the occupancy battlefield. In this advanced strategic workshop, explore a step-by-step guide to creating proven internal and external outreach marketing campaigns. Leave with a blueprint “master” calendar that integrates both internal and external outreach at your community that can also be integrated throughout an entire portfolio of communities. Presented by: Amy Kosnikowski Dilisio, Quintessential Marketing & Training; Barbara Savona, Sprout Marketing
Understanding the Trio: Social Media + Content Marketing = Killer SEO 2:15 p.m. – 3:45 p.m. | Room 203 The relationship between social, search and content marketing has radically changed. Content is now consumed and distributed locally and globally, across multiple devices (PC, mobile, tablet) and in multiple formats (text, video, images), leading to an abundance of content online. As a result, social engagement is becoming increasingly dependent on high-quality content, and search engines have begun to take social signals into account. This session will teach you how content and social media drive SEO rank, how to develop a framework for creative and efficient content creation and learn what types of content work for better marketing results. Presented by: Erica Campbell Byrum, For Rent Media Solutions & Homes.com
Turning Residents into Raving Fans 4 p.m. – 5:30 p.m. | Room 603 Recent research at the University of Texas discovered that the only indicator that predicted long-term loyalty was when customers used emotional words like “love” and “adore” to describe their supplier. So, how do leasing agents, maintenance people and property managers build long-term loyalty among their residents? This session will show you how to create a positive resident perception from the first point of contact, manage expectations, diffuse anger and connect with your customers. Learn about bonding behaviors that will put residents on your side, and how to turn complaints into opportunities to shine. Hear about the “5/11 Squared Formula” as it applies to word-of mouth advertising. Presented by: Larry Johnson, Johnson Training Group
Celebration Breakfast
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he annual awards program recognizes the multifamily housing industry’s top communities, executives, employees and affiliate programs. The NAA PARAGON Awards recognize excellence and leadership in the rental housing industry. The winners demonstrate characteristics that benchmark success. The winners will be recognized during the Awards Celebration Breakfast with Alex Sheen. The NAA PARAGON Awards recognition also includes the announcement of the NAA Community of Year during the breakfast.
“Because I said I would” is a social movement and nonprofit organization dedicated to bettering humanity through the power of a promise. “If I want to have a greater impact, I’ll influence others and motivate them to head in that direction.” It goes back to an Albert Einstein quote in which Sheen strongly believes: “Setting an example is not the main means of influencing others; it is the only means.”
Special Guest Speaker Alex Sheen Founder of because I said I would Promises can impact a team or group and change someone’s life. Alex Sheen and his philanthropic work have been featured on “ABC World News with Diane Sawyer,” “Good Morning America,” the “TODAY show,” “Steve Harvey,” CNN, “The LA Times,” Fox News, HLN and several other programs. He has spoken to audiences ranging from the world’s largest consulting firm to elementary school assemblies. He will speak to NAA attendees on how promises can help increase goal attainment rates, encourage volunteerism and improve a culture of ALEX SHEEN, FOUNDER OF accountability in your group. BECA
MYNAA
PLANNER
USE I SAID I WOULD
NAA Awards Celebration Breakfast Saturday | 8:45 a.m. – 11:30 a.m. | Hall D, Level 2
Have your schedule handy…
Sponsored by:
Download the myNAA Conference Mobile App MYNAA
PLANNER DENVER
Sponsored by:
JUNE 20, 2014
NAA TODAY
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Michael J. Fox: Right on Time
ES THE CROWD DURING MICHAEL J. FOX CHARMS AND INSPIR
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he delivery was perfect. Combining wit, honesty, reality and optimism, Michael J. Fox immediately reminded a packed house of NAA members of all the likeable and loveable traits he was known for throughout his decorated Hollywood career. An Emmy award-winning actor, this was no act. Fox took on topics such as his childhood, celebrity life, marriage, kids and his personal battle with the debilitating Parkinson’s Disease head-on with grace, candor and humility. He sprinkled in one-liners galore as he talked the audience through his early years—including what proved to be an awkward chance to sit next to Princess Di during the British movie debut of “Back to the Future.” But then came the day he says changed everything. He woke up one morning at age 29 with an uncontrollably shaking pinkie finger. With that, his doctor told him he had 10 good years left in his career—and so Fox was then determined to make the most of it because he felt his time was ticking away. He has. He turned 53 last week, and is still going strong, with particular focus now on his Foundation, created to inspire medical innovation and finding a cure for the disease. He was a renter during those early days, when he left Vancouver, Canada, while in high school for Los Angeles so he could be “discovered” as an actor. “My first apartment was so small, that I had to wash my dishes while taking a shower,” Fox said. Humbly, he even teased about his constant bodily shaking, an effect of the disease. “I wish someone could show me how they stand so still when addressing a golf ball.” And, “I do still enjoy playing
SION THURSDAY’S OPENING GENERAL SES
guitar [like Marty McFly], and I don’t think the disease has made me a worse player.” Or, after being interrupted by his wife while writing a book about optimism, he exclaimed to her, “I’m never going to get this book finished.” Finally, “too many of my days today are like when a teenager goes to a Grateful Dead concert: they pretty much stand around and wait for the drugs to take effect.” Joking aside, time—and what people choose to do with it—proved to be the thread of Fox’s message. “You decide what to do with your time; use it wisely,” he said. “Life is not based on deadlines. For me, everything that is good in my life comes with the time I can spend with my kids (he has four) and my wife.” Fox says, “When your children say to you, ‘Mom or Dad, come here.’ Don’t tell them to wait a minute. The time you have to be with them is what’s important.” Fox told the audience that his favorite quote is from Einstein, who says, “The only reason for time is so that everything doesn’t happen at once.” Fox says he does have difficult days, “but there’s always something I can attach myself to about tomorrow that gets me to that next day.” He says his No. 1 goal remaining is to be able to dance at his children’s weddings. Cindy Dugan, Senior Property Manager, Mission Rock, Fort Collins, Colo., said she appreciated Fox’s courage and candor. “I grew up with him during his primetime TV days,” she said. “It was great to hear his whole story. It was all so encouraging.” Lewis Edwards, VP of Property Services, said, “I appreciated his perspective on time. It was very enlightening.”
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PRIZE GIVEAWAYS!
Thursday’s Prize Winners
Christy Lindbeck Herman & Kittle Properties, Inc., Indianapolis
Winners will be announced at the NAA Prize Stage #244
Grand Prize Giveaways Drop off your grand prize drawing voucher received in your registration materials at the NAA Prize Stage #244 to pick up your game card. Sponsored by:
Drop off your prize drawing ticket received in your registration materials at the designated booth for a chance to win! • Friday, June 20 - Rent.com’s Booth #837
Must be present to win. Sponsored by: Charles Gumucio, CAPS Raymond James Tax Credit Funds, Tampa, Fla.
The following exhibitors are offering BOOTH PRIZES today! Stop by their booth and enter to win.
Terri McKinnon The Goodman Group, New Hope, Minn.
Sponsored by:
AmRent, Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . 707 Apartment Lines . . . . . . . . . . . . . . . . . . . . . . . 1269 CARES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242 Colburn Group Insurance . . . . . . . . . . . . . . . . . 758 Delta Mechanical Inc . . . . . . . . . . . . . . . . . . . . 863 E&A Team, Inc. . . . . . . . . . . . . . . . . . . . . . . . . 2006 Engineered Floors LLC. . . . . . . . . . . . . . . . . . . . 563 Evolution Insurance Brokers . . . . . . . . . . . . . . . 103 Exterior Solutions Plus . . . . . . . . . . . . . . . . . . . 656 Ferguson Facilities Supply . . . . . . . . . . . . . . . 2041
Fire Avert, LLC . . . . . . . . . . . . . . . . . . . . . . . . . 1858 Insurance Program for Association Housing . . 1753 Interstate Restoration . . . . . . . . . . . . . . . . . . . 1606 Invisible Waste Services . . . . . . . . . . . . . . . . 2055 Kwikset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463 MultiFamily Solutions . . . . . . . . . . . . . . . . . . . . 637 NUVOH2O . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1763 PackageLog . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1257 Parcel Pending . . . . . . . . . . . . . . . . . . . . . . . . . . 658 Parr Insurance Brokerage, Inc. . . . . . . . . . . . . 1766
Playworld Systems , Inc. . . . . . . . . . . . . . . . . . . 630 PPG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 845 Property Pal . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1272 Randazzo Builders, Inc. . . . . . . . . . . . . . . . . . . 2072 RentLinx . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1807 RentPaidOnline . . . . . . . . . . . . . . . . . . . . . . . . . 430 Simple Inspector . . . . . . . . . . . . . . . . . . . . . . . . . 131 StoveTop FireStop . . . . . . . . . . . . . . . . . . . . . . . 1617 Whirlpool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 416 Wilsonart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1812
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THURSDAY’S GRAND PRIZE WINNER Holly Michael, CAM - Regional Training and Marketing Director CLK Multifamily Management, Nashville
Attendees flood the NAA Exposition Hall during yesterday’s grand opening.
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Question of the Day
DIAMOND SPONSORS
What’s Your Best Find in the NAA Exposition?
Gabrielle Gonzalez, CAM VP of Property Management The J.C. Hart Company Carmel, Ind.
“The stealth toilets are quiet and use less than half the water. This will save us on utility costs.”
Aaron Williams Community Director Pinnacle Monterey, Calif.
“We will be using the paint additive we saw that helps to remove odors.”
Walk This Way Pedometer Contest
Don’t forget to report back to the Criterion Brock booth (#1008) by 3 p.m. today for your chance to win! Sponsored by:
Relaxation Massage Station Jeff Hunsaker Maintenance Manager Atlantis Asset Management East Lansing, Mich.
“One re-keying product will save me a lot of time. You put the old key in, then the new one. Simple.”
DeeAnn Helm Portfolio Manager Bridge Property Management Kansas City
“One company offers hallway, siding and valet cleaning services. Getting another bid for this is helpful.”
NAA Exposition, Halls B & C Need a few minutes to relax? HD Supply has you covered! First, visit HD Supply at booth #1200 and get your free massage voucher. Then stop by the Massage Station in booth #217 and enjoy a free 10-minute chair massage. Please note: The massage station will only be open during NAA Exposition hours. Sponsored by:
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Tweets of the Day Nicole Stultz @Nicole_Stultz Cool to hear from Michael J. Fox today. His thoughts & perspective on life is encouraging. #naaeduconf Holli Beckman @Apartmentalist “If we build it, they will drive by.” @sproutmarketing #NAAEduConf Tamela Coval @TamelaCoval “And we were laughing and singing and moving to the groovin’...” Team@CORTFurniture at #NAAEduConf w/ @PeteRegules The Preiss Company @Preissco Michael J. Fox - 5 minutes in and he’s already made everyone laugh at least 5 times. Inspiring guy. #RockOnMichaelJ #NAAEduConf sethmattison @sethmattison “@madelyn_n: Boomers are Business on the outside and party on the inside! Great thinking for tours. @sethmattison #NAAEduConf” Love this!!!
Use hashtag #NAAEduConf to join the conversation!
SHARK TANK,
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During her speech, Corcoran will reveal easy-to-follow tips on how to create an image much bigger than reality, use the press to get free publicity and turn yourself into the go-to expert in your field. Harrington, chairman and founder of As Seen On TV, Inc., is widely acknowledged as a pioneer and principal architect of the infomercial industry. In 1984, he produced one of the industry’s first 30-minute infomercials. Since then, he has been involved in over 500 product launches that resulted in sales of over $4 billion worldwide, with 20 products that reached individual sales of over $100 million. A former investor on “Shark Tank,” Harrington founded Quantum International, Ltd. in the mid-1980s, which merged into National Media Corporation in 1991. He was also the CEO of several other entrepreneurial companies, including HSN Direct, a joint venture with Home Shopping Network, and Reliant International Media. Additionally, he helped to establish two of the most important and recognized global networking associations—the Entrepreneur’s Organization and the Electronic Retailing Association. His book, “Act Now: How I Turn Ideas into Million-Dollar Products,” chronicles his life and experiences in the DRTV industry.
Are you ready to swim with the sharks? In this first-of-its-kind NAA event, the “Shark Tank” comes to Denver, as Corcoran and Harrington will judge live business or product pitches from three innovative conference attendees. One lucky survivor—we mean winner—will walk away with $5,000. So what are you waiting for—it’s time to jump in!
THINKING LONG TERM, continued from page 1 gave me the confidence to go out and do it. Just because you tell me I’m worth minimum wage doesn’t make it true. My grandma was somewhat of an entrepreneur. She had a little store she used to run. There was just something about that world that I loved. I loved being able to create something and to be independent. I always colored outside of the lines in school and that’s been the theme of my life. units: Can you explain the notion of thinking long-term in a short-term world in regard to real estate? Rancic: As we’ve all seen over the past eight years, you have to be agile. You can’t be afraid to take the blinders off. The people who got in trouble were the ones who stayed the course. You have to adjust and adapt and react in order to be successful. I’m going to talk about this more today, but when I was 23 I started a cigar-of-the-month club. Over time I had to adapt and adjust my business model and began selling cigars to casinos and resorts around the country. The core business was the same but I had to find the best way to get the product to the customers. Sponsored by:
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JUNE 20, 2014
NAA TODAY
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Path of Lease Resistance: How to Close Leads
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eroing in on industry statistics that matter can be a challenge in today’s data-heavy management environment. Session speakers Don Sanders and Lisa Trosien cut through the clutter yesterday, delivering critical, statistical trends about leasing and resident communications during “The Path of Lease Resistance,” opening the eyes of leasing agents and regional managers alike. Among them: • In a survey of 250 leasing professionals, 32 percent did not know their communities’ marketing sources; and 36 percent had never reviewed the marketing messages that were published. • Three of five leasing agents say that their prospect callers “only want to know the unit’s price,” but after reviewing 200 calls made, only seven actually demanded only the price. • When asked to define “admin fee,” Trosien heard four different answers from four leasing pros working at the same property. “The inability to explain this can create a feeling of distrust with the prospect,” she said. • “Getting-the-business” success improves 400 percent for those who respond to email requests within one minute. Emails that sit idle for 20 minutes are considered “old” and those left for 24 hours have only a 17 percent chance of success.
“I’m so glad you called” is the best opening line when answering a call. Advice, too, was offered: • “I’m so glad you called” is the best opening line to use when answering a prospect’s call. • Determine your communities’ positives compared to the negatives of your competition and drive those points home when speaking to prospective residents. Contrarily, do the same with your negatives, and be ready to speak to them. “I was surprised to hear that ‘Pets’ is the No. 1 word searched by resident prospects,” says Teresa Coleman, Regional Manager, Stellar Investments, Dallas. “Even more surprising was learning how residents define a ‘sense of community.’ We’ve always thought it was them wanting to socialize with each other, but really it’s them feeling a bond to the onsite staff.” Denise Hauck, Vice President, Balfour Beatty, Dallas, says her best takeaway was the importance of communicating with residents by using “today’s technology; not all the old ways we always did things.”
Lights, Camera, Action! – NAATV Don’t miss a single moment of the inspiration, learning and fun in Denver! Check out NAATV on the NAA YouTube channel. You can watch daily video highlights of the action-packed experience and show your colleagues what they missed!