NAA Today - June 23, 2017 by National Apartment Association

 F R ID AY JuNe 23, 2017 2017 NAA Education Conference & Exposition

TODAY J u n e 2 1 - 2 4 , 2 0 1 7 • G E O R G I A W O R L D C O N G R E S S C e n t e r | A T L A NT A

Friday 3:15 p.m. – 4:45 p.m. Hall B5, Level 1

GET READY FOR

ROCKIN’

ROBIN Robin Roberts has faced no shortage of obstacles in her life. Roberts, the co-anchor of Good Morning America, twice stared down life-threatening illness. In 2007, she was diagnosed with breast cancer. And then in 2012, she was diagnosed with a rare and often fatal blood disease called myelodysplastic syndrome (MDS). She credits the love and support from her family, friends, colleagues and viewers for helping her to overcome these challenges. “True strength isn’t when you face down life’s challenges on your own, it’s when you take them on by accepting the help, faith and love of others and knowing you are lucky to have those,” Roberts said when accepting the Arthur Ashe Courage Award at the ESPYs in 2013.

General Session Sponsored by

Robin Roberts Continued on page 3

NOI toMax.the

6 Thursd ay Nig ht Par t y

Level 2

Outside Education Sessions

7 a.m. – 3 p.m.

NAAPAC/BGF Silent Auction Lobby Level

6:45 a.m. – 7:45 a.m.

Friends of Bill W. (O, D) Room B411, Level 4 7 a.m. – 6 p.m.

Luggage Check

Registration Hall, Lobby Level Sponsored by

7:45 a.m. – 8:45 a.m.

Executive Exchange Breakfast (Invitation Only) Room B203, Level 2 8 a.m. – 3 p.m.

#ProtectTheLease Kiosk Level 3 (outside Room B310-311)

7 a.m. – 5 p.m.

Attendee Registration

9 a.m. – 10 a.m.

Exhibitor Move-Out

The early discount rate has been extended especially for Education Conference attendees through June 30, 2017.

Breakout Education Register today! October 2-4, 2017 Sessions Hyatt Regency Austin Levels 3 & 4 Sponsored by

Maintenance Mania® National Championship au

Coffee Break

Exhibitor Registration

Vis ito rs

Lobby Level (outside Registration Hall) Sponsored by

Shuttle Bus Service

2:45 p.m. – 10 p.m.

11 a.m. – 12:30 p.m. &

8:30 a.m. – 9:15 a.m.

7 a.m. – 5 p.m.

8 S cen es f ro m t h e N AA E x po sit io n

Co nv en tio

6:30 a.m. – 5 p.m.

Hall B1 (entrance on Level 2) Presented by :A us tin

Today’s Schedule-at-a-Glance

dit

Presented by

12:45 p.m. – 1:45October p.m. 2-4, 2017 | Hyatt Regency Austin

Game Changer: www.naahq.org/maxedu | Anjali Kumar

#MAX17

NAA Exposition

(with lunch Noon – 1:30 p.m.)

Breakout Education Sessions Levels 3 & 4 Sponsored by

Halls B1-B4 (entrances on Level 2)

2 p.m. – 3 p.m.

10 a.m. – 2:45 p.m.

10:15 a.m. – 12:45 p.m.

Learning Zone Sessions NAA Exposition

Registration Hall, Lobby Level

Halls B1-B4 (entrances on Level 2)

Free WIFI provided by NAA!

• Network name: NAA17

Cre

INSID E: 3 Feat u red Breakout Se ssions

Game Changer: Daniel Sieberg

Breakout Education Sessions Levels 3 & 4

3:15 p.m. – 4:45 p.m.

General Session with Robin Roberts

(Doors open at 2:45 p.m.) Hall B5 (entrance on Level 2) General Session Sponsored by: NAA EXPOSITION HOURS Friday, June 23 10 a.m. – 2:45 p.m. (Lunch provided Noon – 1:30 p.m.)

• Password: apartment Wireless access will be available in Building B, which includes all concourses, lobbies and meeting rooms. This does not include the NAA Exposition or the General Sessions.

Use NAA App for full Exposition information.

Sponsored by

LAST CHANCE: Share Your Story to #ProtectTheLease

(Apartment Advocates taking action by sharing their story with lawmakers)

It’s your last chance! Today’s the final day to visit the #ProtectTheLease Kiosk to record a video about why you love the apartment industry. The apartment industry supports 12.3 million jobs, houses nearly 39 million Americans and contributes $1.3 trillion to the economy annually. But for those of us who work in the industry, it’s about more than numbers. Stop by the #ProtectTheLease Kiosk

outside room B310 to take your turn in the video booth and share your story of working in the industry. It’s easy: STEP ONE: Grab your friends and head to the #ProtectTheLease video booth. STEP TWO: Introduce yourself and tell us what you do in the apartment industry.

STEP THREE: Share what makes the apartment industry special to you! STEP FOUR: Share your awesome video your social network using #ProtectTheLease.

As an added bonus, your message will help show lawmakers the real faces of our industry as they consider policy changes that could impact us. Don’t miss out! Stop by outside room B310 before 3 p.m.

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Room B312-314, Level 3

Friday Game Changers 12:45 p.m. – 1:45 p.m.

2 p.m. – 3 p.m.

Room B312-314, Level 3

Transform the Norm

Tech Life 2020

Anjali Kumar is a former Google executive and the former Founding General Counsel and Head of Social Innovation at Warby Parker, a transformative lifestyle brand offering designer eyewear at a revolutionary price while leading the way for socially-conscious businesses. She is currently an Adjunct Professor at Columbia Business School and Fordham University’s Graduate School of Business Administration, where she teaches the Law of Innovation, a graduate seminar that follows an original syllabus of her own design.

Game Changer: r li Kuma

Anja

novation Social In Head of nt, Consulta d Author, an r so Profes rker, Adjunct Warby Pa Formerly siness School, Bu Columbia ham and Ford y Universit

Sponsored by

Game Changer:

Daniel Siebergting

arke Senior M oogle ,G Manager

Daniel Sieberg is an EmmyNominated and award-winning TV correspondent and the Head of Media Outreach and Official Spokesperson at Google. Routinely appearing on TV and radio to talk about a wide variety of Google’s products and initiatives, he gives us a glimpse into how the constantly evolving world of technology will affect businesses in the future. In his position at Google, Sieberg leads a team that supports journalists around the world as they use Google’s tools for newsgathering including Google Maps and Google Earth, Fusion Tables, Google+, Search, Trends, YouTube and more. He is also the author of the book “The Digital Diet,” aimed at creating a healthy relationship with our digital lives.

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Sponsored by

KEY

Friday Featured Breakout Sessions

LEAD

Leadership

Leasing

Operations

9 a.m. – 10 a.m. FRI-A01

Room 312-314, Level 3 Apartment All-Stars Leasing Spectacular The Apartment All-Stars return for another unparalleled overview of the best leasing techniques, fresh ideas and innovative strategies to remain competitive in the most challenging market conditions. Year after year, the energy, attitude and education leave you motivated to get back to the office and break all leasing records! Toni Blake President, TotallyToni.com; Jackie Ramstedt, CAM, CAPS, CAS CMO Chief Motivational Officer, Ramstedt Enterprises, Inc.; Lisa Trosien President, ApartmentExpert.com

FRI-A02

LEAD

Room B308-309, Level 3 It’s in the Pause: Emotional Intelligence in Action Anyone who’s ever been the subject of a loudly lobbed criticism by a resident or client knows what an emotional reaction is; however, many probably don’t realize Emotional Intelligence (a.k.a. your “EQ”), awareness and management of your emotions and the emotions of others, as well as leadership style help you to effectively handle this common interaction. Personal and social competence skills help guide teams to better results, enhance communication and lead to higher productivity. As a leader, you must be aware of the team culture you are creating. Learn to develop your “pause” and discover

how your EQ makes you a stronger, more effective leader. Valerie M. Sargent, Level I and II TalentSmart Emotional Intelligence Certified Trainer President, Yvette Poole & Associates

FRI-A03

Room B401-402, Level 4 CEOs on CSR Two of the core issues for Corporate Social Responsibility (CSR) today focus on homelessness and hunger in America. In 2015, more than 575,000 people experienced homelessness and sadly, the number of people suffering from lack of food is much, much larger. For example, 21 million children in the U.S. alone receive free or reduced-price lunch. Gain a practical execution strategy from authentic, transparent CEOs to take back to your community to create sustainable public-private partnerships. Rick Graf President and CEO, Pinnacle; Mitch Harrison President and Chief Executive Officer, First Communities; Chuck V. Sheldon, CPM President / Qualifying Broker, T and C Management, LLC; Debbie Phillips, CPM Principal, The Quadrillion

12:45 p.m. – 1:45 p.m. FRI-B06

LEAD

Room B405, Level 4 Women in Leadership: Climbing the Ladder of Success (Heels Optional) Back by popular demand, the discussion on women in leadership continues. Examine how women

Robin Roberts

 Continued from page 1

Roberts shared her struggle with the world on Good Morning America, and on a primetime 20/20 special entitled “Robin’s Journey,” hoping to inspire and encourage those in need. In 2012, her tireless documentation of her own medical odyssey won a Peabody Award. In 2014, Robin opened up even more in the pages of her second book, “Everybody’s Got Something,” making the New York Times best sellers list. Roberts, who was raised on the Mississippi Gulf Coast, understood the power of both aspiration and inspiration at a young age. Her father, Lawrence Roberts, was a Colonel in the United States Air Force and a member of the famed Tuskegee Airmen. Her mother, Lucimarian

Roberts, was a social worker, educator and Chairperson of the Mississippi Board of Education. “I had a father and a mother who were the first to do this and the first to do that and always getting this award or that award, so I figured, well, shoot, I guess I should be a physicist on the weekend,” Roberts told Sports Illustrated in 1991. Bolstered her parents’ encouragement and her talent, Robin excelled academically, and in athletics as a basketball star at her alma mater, Southeastern Louisiana University, where she graduated in 1983 as the school’s third all-time leading scorer and rebounder. After college, her ambition and love of the game inspired her to take a shot off the court with a

overcome obstacles (including those they place in front of themselves!) and navigate life’s awkward situations confronting women in the workplace with this all-new power panel. Better grasp the communication differences that exist between men and women and explore the dynamics of work-life blend for all. Gentlemen are welcome!

hungry for further career growth and development.

Cindy Clare, CPM President, Kettler Management; Jackie Rhone, CPM, CAPS Executive Director of Real Estate, AMO, Greystar Real Estate Partners; Christine D. Richards, CPM Chief Operating Officer and Executive Vice President, EdR; Kelly D. Quattlebaum Director of International Marketing, MRI Software

FRI-C08

2 p.m. – 3 p.m. FRI-C06

LEAD

Room B405, Level 4 Hungry? Time to Find Your Seat at the Table Finding your seat at the table and professionally branding yourself is crucial for any role in the industry. Whether you just landed your dream job or are waiting for your next promotion, how do you take yourself to that next level and stand out as a leader in your company? Leverage three top RPM Career Ambassadors and become a branding rock star by learning the methods of personal promotion, how to find a seat at the table as an emerging leader, ways to network and become involved with your company and tactics for staying

local news broadcast. Roberts worked in local news in several U.S. cities, including Nashville and Atlanta, before joining ESPN as a host of Sportscenter at 29 years old. Her signature catchphrase was “Go on with your bad self!” After several years as a contributing correspondent and news reader, in 2005 Robin joined Diane Sawyer and Charlie Gibson as a co-anchor of Good Morning America. She would go on to cover countless news events and entertainment specials, from Hurricane Katrina and the Inauguration of President Barak Obama, to the Academy Awards, where she has served several times as the host of the red carpet pre-show. In 2014, Roberts launched Rock’n Robin Productions (RRP),

Stephanie Anderson, CAM, CAPS Regional Property Manager, Drucker and Falk; Jeremy Lawson, NALP Reputation Manager, Fogelman Management Group; Kimberly R. O’Keefe, CAM, NALP Property Manager, The Dolben Company; Debbie Phillips, CPM Principal, The Quadrillion OP

Room B304, Level 3 Inventing the Perfect Proactive Manager for Today’s Changing Apartment Industry Apartment management has rapidly evolved into a highly complex sector: Change is constant, technology platforms rule the day and owners have high expectations for results. It’s easy for potential leaders to get lost: The regional manager position continues to transform and the property manager’s desk is overflowing with tasks. The move from a reactive manager to a proactive driver not only uncovers the standards of performance that truly define success in property management, but it inspires your team leaders to be bold and dynamic, too. Steve Matre, CPA, CPM, PHR, ARM Director - Education and Human Resources, Banner Property Management, LLC; Melissa Morris, SPHR Human Resources Director, The Dolben Company

a full-service broadcast and digital production company. From documentaries and news driven specials, to entertainment and sports programming, short form digital series, reality shows and live special events, RRP produces virtually every type of show. As President of RRP, she will actively oversee creative content and new business partnerships. RRP’s reach extends across the United States, and even overseas, with original, overdubbed and subtitled programming offered in many languages. “I’m blessed to be able to do even more of what I love to do and now reach an even broader audience with programming that will inspire, inform and entertain people,” said Roberts upon starting the venture.

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NAA Exposition

NAA EXPOSITION HOURS Friday, June 23 10 a.m. – 2:45 p.m. (Lunch provided Noon – 1:30 p.m.) For full Exposition information, download the NAA App.

Question of the day: What was the most interesting thing you learned during the thursDay breakout sessions?

Jayme Presley Regional Director

Jolie Holloman Regional Property Manager

Jesse Miller, CAPS, CAM, NALP, SHCM Director

PRG Real Estate Virginia Beach, Va.

Pinnacle Orlando

Greystar Portland, Ore.

“Focus more on bottom-line revenue than occupancy rates. If your community is full, your rents are too low.”

“Before hiring maintenance staff, test candidates by asking them to fix a few things like a toilet and wiring.”

“As a manager, to appeal to Millennials, you should offer flexible schedules, open offices and work-life balance.”

FRIday Exhibitor Prize Giveaways Prizes won’t be announced until the last 30 minutes of each NAA Exposition. Exhibitor Bask Belfor Contractors Inc EandATeam Ellis Partners Epproach Communications ForRent Hunter Warfield Institute of Real Estate Management

Booth # 3233 1921 313 2328 1105 331 1701 1513 1042

Interstate Restoration 2512 LeaseLabs 1311 Maintenance Supply Headquarters 1001 Model55 3006 OnePoint 1207 Patriot Chimney and Dryer Vent 1403 The Rainmaker Group 1601 RezCor 512 SoftWash Systems 3149 Trash Butler 3106

Sheila Cruz, CAM Property Manager

Watermark Residential Corpus Christi

“I can be boisterous. Sometimes it’s better to just shut-up and listen. Don’t be long-winded.”

NAA $500,000 PRIZE VAULTS CRACK THE CODE

While networking in the NAA Exposition, be sure to stop by the NAA Prize Vaults, booths #451 and #2351, to try and crack the code on the Prize Vaults for a chance to win $500,000 in CASH. All employees of NAA, employees of NAA Affiliates, spouses, speakers and press are ineligible to participate in any cash and merchandise drawings sponsored by NAA.

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there’s AN UPSIDE TO every apartment

FRIDAY | JUNE 23 | 11 A.M. – 12:30 P.M. Hall B1 (entrance on Level 2)

In a booming market, talking about turnaround strategies, on the surface, may seem slightly irrelevant. But, as industry veterans on the Advanced Turnaround Strategies panel point out, there is upside to every apartment when viewed through the revenue lens. “Coming out of the recession, the goal was to keep your properties full and your residents happy,” says Doug Linneman, President of KENCO Residential. “Today, our motto is ‘If you’re full, you’re not charging enough rent.’ “ To justify asking more rent, owner/operators must employ strategies that create value for their residents. Among them, according to Brent Sobol, President of Legacy Community Housing, are implementing an energy and water conservation program, making residents feel safer and creating engaged communities. “If you have all three, it’s a wonderful thing,” Sobol says. “You’re going to have a hard time

getting rent increases if your residents can’t pay their utility bills ... Residents who feel safe, stay longer, pay more rent and refer their friends ... The more engaged and social the residents are the more likely they are to stay.” Finding the upside in a community starts with the acquisition decision, according to Dan Lieberman, President of Milestone Properties. “You have to look for a property that is underperforming in relation to the market due to deferred maintenance, poor management or lack of capital maintenance and find the opportunity,” Lieberman says. Often, the opportunity is well below the surface in the tour experience, the condition of the leasing office or the landscaping. “We call it the rental experience,” Sobol says. The opportunity to improve the rental experience and push rents with turnaround strategies exists regardless of the temperature of the market.

Lights, Camera, NAA TV! Don’t miss daily Conference highlights and check to see if you make an appearance with NAA TV, your favorite onsite film crew! Videos will be included in your daily Conference email and can be found online at www.youtube.com/NAAhqVideos. Connect with the

myNAA Planner

www.naahq.org/mynaa Meet, greet and connect using your myNAA Planner! The myNAA Planner works in conjunction with the NAA app.

NAA App

www.naahq.org/app Download NAA’s new, yearround app! Search “National Apartment Association” on Google Play or the Apple App Store to download. The NAA app works in conjunction with the myNAA Planner. Log-in using password NAA17. For more information, visit www. naahq.org/app.

NAA SHUTTLE SERVICE Lobby Level (outside Registration Hall)

Hours of Operation Friday, June 23

6:30 a.m. – 5 p.m.

Saturday, June 24

8 a.m. – 11 a.m.

Sponsored by

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NAA Thursday Night Party Takes O

Pemberton Place | Georgia Aquarium | World of Coca-Cola

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s Over Three Iconic Atlanta Sites

Sponsored by:

(As of 6/22/17)

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Scenes from the NAA Exposition

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#NAAEDU17 Comes to Life in Atlanta

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THANK YOU! 2017 NAA Education Conference & Exposition Concierge Committee! The Concierge Committee is a group of local volunteers who offer their time to support NAA at the NAA Education Conference & Exposition. They are all proud members of the Georgia and Atlanta Apartment Associations, and play a key role in ensuring that attendees have a great experience.

Whether to answer questions, help find your way around the convention center, or even give you advice on the best things to do around Atlanta, look for them in their orange “Atlanta Local” shirts – they’re here to help! Sponsored by

Work-Life Balance: Have It All More than ever, work-life balance – or lack thereof – has become a key point of discussion among apartment professionals. Technology has created efficiencies that allow much of the industry to work from home, at least part of the time. But with that, of work and life boundaries blur. Factor raising children and including significant others into the landscape, and creating a healthy work-life balance morphs into more of a challenge. A panel of experts discussed the topic. As with any industry, many of the strongest employees possess a workaholic or Type A persona in which work transcends everything. With excitement, they can’t wait for Monday morning. But for everyone else, balance is a necessary component. Oftentimes, it can be a matter of communicating the need for a mental break. “I had been working every weekend as a leasing associate for 18 months, because that’s when you make the money,” says Stephanie Brock, President of U.S. Residential. “But one Sunday, I wanted a day off to go to the lake with my friends. I called in sick and was so busted. My boss knew where I was, but told me all I had to do was ask if I had gotten to the burnout point.” Pat Hutchinson, President of Mission Rock Residential, says letting go of bothersome work issues is a necessary component of remaining balanced outside of the job. And “if you’re at the right job, it has a lesser chance to intrude on your personal life,” she says. “For me, I never looked at it as a sacrifice, “ Hutchinson said. “I looked at it as a choice.” “It’s a juggling act, and I’d be lying if I didn’t admit that there were times I was at my wit’s end,” says Julie Smith, Chief Administration Officer, Bozzuto Management. “One thing I realized early is that I had to ask for a lot of help.”

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Phelps INSPIRES Members

Learning Zones Booth #851 Booth #135 Booth #175 There are three Learning Zones in the NAA Exposition offering 30-minute sessions that provide attendees educational interaction in a relaxed, intimate setting.

Friday Schedule 10:15 a.m. Booth #851 Top 5 Accessibility Myths: Where is Your Low-Hanging Fruit? E&A Team, Inc.

Booth #1351 Selling with Online Reviews When Michael Phelps’ mother first put him into a swimming pool, he was six years old—beyond the age when children first learn to swim. His mother wasn’t training him to win medals. She just wanted her six-year-old son to learn water safety. Phelps did more than learn to stay afloat. He carved out the most successful career of any swimmer in history, earning 28 Olympic medals (23 gold). In a wide-ranging General Session discussion, Phelps not only covered his background in swimming, his competitive spirt and his sometimes love-hate relationship with the sport, but also his ups and downs outside of the pool. For Phelps, a child with ADD, swimming was a godsend. “It was a peaceful, Zen-like feeling for me to be in the water,” Phelps says. “I still feel that way today.” Phelps built his successful career on hard work— amazingly, training every day for five consecutive years. “People who are great do things when they don’t always want to do them,” Phelps says. Phelps needed that steely-eyed focus, facing lifechanging challenges outside of the pool during his career. But each time he encountered an obstacle,

he came back stronger. “I never gave up,” he says. “I always believed there was something better coming in the future.” Phelps initially retired after 2012, but made a comeback for the 2016 Olympics. In hindsight, he says he would have “hated” himself if he had not competed in 2016. His decision to come out of retirement, not only resulted in Phelps increasing his medal haul in 2016, but it also helped him make peace with the pool. “In 2012, I would have said, I hate the water,” Phelps says. “Now, I realize it is going to be part of my life forever.” He’s ready for new challenges. “Now, it’s my time to transition from staring at the black line [in the bottom of the pool], to succeeding in the real world,” Phelps says. Judging from the reaction of the attendees, he is well on his way. “He was really down to earth and super inspiring,” said Greystar’s Kristy McNeely. “He was really relatable, no matter how big of a sports star he is.”

ApartmentRatings/SatisFacts

Booth #1751 BioSweep: Global Leaders in Odor Elimination Using Nano Technology BioSweep

11:15 a.m. Booth #851 Smart Apartments: What They Are and How They Bring Value Dwelo

Booth #1351 Video 101: How to Release Your Inner Spielberg Realync

Booth #1751 12 Tips to Create a Happier (and More Profitable) Resident Community Buildium

General Session Sponsored by

12:15 p.m. Booth #851 Update on Regulations & Best Practices for Tenant Utility Billing UMCA

Booth #1351 Waste Solutions: Best Practices Towards Better Curb Appeal and A Lower Waste Spend

TODAY

Waste Solutions

Booth #1751 Increase Your Web Engagement with 3D and Virtual Reality

NAA Today is published by the National Apartment Association and TriStar Publishing, Inc. as a service to NAA Members. National Apartment Association 4300 Wilson Boulevard Suite 400 Arlington, VA 22203 703-528-6141 Fax 703-248-9440 www.naahq.org TriStar Publishing, Inc. 7285 West 132nd Street, Suite 300 Overland Park, KS 66213 913-491-4200 Fax 913-491-4202 www.tristarpub.com

Matterport

1:15 p.m. Booth #851 Finally, I Can Understand and Manage My Ratings and Reviews J Turner Research

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for leading forthe the leading student housing student housing conference of the year.

Booth #1351 Controlled Access: Best Practices Community Controls

Booth #1751

February 13-14, 2018 13-14, 2018 February Using Insulated Concrete Forms Omni Resort at ChampionsGate Omni Resort at ChampionsGate to Build Multi Story Apartment Orlando Buildings

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Facilities Management Enters the Digital Age

For maintenance teams, clipboards are going the way of the dial-up modem. Sticky notes, too. In today’s competitive apartment market, residents aren’t likely to renew if maintenance teams aren’t on point. Utilizing technology for mobile service requests, quicker apartment turns and better recordkeeping is a good start. Residents in the instantgratification age want things done now. Advancements in facilities management allow them to submit service requests directly to the maintenance team and track the progress in real time. They can also include a photo or a voice message in the portal. And residents will get responses to their service requests in minutes rather than days.

Mobile maintenance also fosters improved recordkeeping by storing all data from each service request. Thirty percent to 40 percent of work orders never make it back to the system and are often incomplete when they do. When logs are updated instantaneously with the required details, it puts the maintenance history of every apartment home at a community’s fingertips. “When we have a pest call, for instance, we can go back and see if we’ve had the same issue in the past,” Matthew Kelly, Vice President of Facilities and Project Management for Campus Apartments, says. Facilities management software can assist on apartment-turns. On premove out inspections, maintenance teams can log the items that need to replaced and have them ready for the turn process. Products available today enable onsite staff to manage business on smartphone apps. “Time is money,” one Thursday panelist says. “With paper, everything is delayed. With technology today as it relates to service requests, there’s really not a need for paper.”

prop mgr: stand-out skills

What traits are found in an exemplary property manager? Christine Ann Jubelt, Ph.D., CoFounder of APM services, evaluated 23 core competencies, including honesty, efficiency, approachability and financial acumen, and came up with three traits that property management executives believe the exemplary property manager must possess. “Honesty, clear communication and passion are essential,” Jubelt says. But outside of those, the characteristics needed to be an exemplary manager vary based on the size of the firm. For instance, large firms saw approachability as a key trait, while mid-sized companies viewed emotional intelligence and being team-focused as strong indicators of success. At smaller firms, not surprisingly, efficiency is required. “The property manager for a smaller firm has to wear multiple hats—doing things such as marketing and bidding-out jobs,” Jubelt says. “Their priorities change.” Once a management company defines its key traits, Alexandra Jackiw, President of Milhaus Management, says it uses an assessment tool to identify high performers and the training programs necessary to develop those skills.

“We test everyone,” Jackiw says. “We looked at scores and developed benchmarks.” Jackiw also recommends using training to improve competencies, such as time management, supervision skills, communication skills, teambuilding and even emotional intelligence. “You can develop performance management tools that keep these competencies in the forefront,” Jackiw says. “If you value a skill, make that part of your performance management system.” Obviously that training can be tailored to an individual company’s needs. “Smaller companies with fewer employees need to figure how to get more done with fewer people,” Jackiw says. “How better to do that than time-management training?” Jackiw, who taught property management at Virginia Tech, also emphasizes the importance of written communication, because she finds that many students write as if they were texting. Verbal communication is important as well. “Our investors expect onsite managers to speak articulately while on the phone and in person,” Jackiw says.

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Archetypes Help Proactively Weather Any MarkeT Markets are softening confirmed Warren Davis, Senior Vice President for Revenue Management for MAA. “Year-over-year data in both occupancy and rent growth are on a steady decline,” he says. While this falling-off may cause concern for many in the industry, Warren and fellow panelists during the “Revenue Optimization: The Five Archetypes of Pricing” session are optimistic they can optimize price regardless of market conditions. Their confidence comes from a comprehensive analysis of the parameter settings for more than 2 million apartment homes nationwide on LRO. The resulting data led to the definition of five distinct patterns of user behavior—pricing personas or archetypes: • Balanced Pricer: Pushes rents when it can – although not too aggressively. This is the most prevalent persona in the apartment industry. • The Occupancy Defender: Occupancy Defenders stop raising prices at lower exposures, and they quickly grow concerned when leasing slows. • The Vacancy Allergic: They slow down rent growth or start reducing rents at even lower exposures than Occupancy Defenders. They let

vacancy loss influence parameter sets more than any other persona. • The Rent Driver: Rent Drivers have a high tolerance for exposure, are quick to see any leasing as a reason to push rents and bring down rents slowly when forced to lower rates. Occupancy Defenders outnumber Rent Drivers by a ratio of more than 3 to 1 – a strong indication of the fundamentally conservative nature of the multifamily industry. • The Lease-Up: Communities in this category configure their revenue management systems so that pricing doesn’t get too far above or below pro forma without operators knowing and allowing it. Gables is a long-time revenue management user and has been through numerous market cycles. “While we use a more hybrid approach to pricing, these personas help create a common language for training and alignment across our organization,” said Donna Summers, Senior Vice President, Gables Residential. “They help to take emotion out of pricing and build confidence that the system pricing is ideal for current market conditions.”

Echoing Summers, Zhen Ou, Director of Revenue Management for GID/Windsor, remarks that GID/Windsor operates with multiple types of ownership, requiring their pricing strategies to be a combination of the personas. “Our portfolio represents a patchwork of pricing archetypes. Depending on the objective of the subject property, we set a pricing strategy to be in alignment with it,” he said. While the archetypes are descriptive of patterns in pricing behavior, the panelists agreed pricing strategies should be specific to each property combined with overall corporate goals. They consider the most successful approach to be a mix of personas, instead of a “set it and forget it” approach. “It’s comforting, knowing we can easily and swiftly make micro shifts or embark on a more profound change in our pricing,” says Daniel Amaral, Senior Director of Revenue Management, Irvine Companies. “The flexibility and configurability of our system best allow us to truly hone in on our pricing strategies, making it easy to adjust and sometimes even deploy a combination of personas.”

Thank You!

Local Atlanta Advice

Rochelle Komlosi National Pro Manager The Home Depot

Best-kept secret about Atlanta (food/attraction)? Atlanta has the largest urban canopy, check it out at the Botanical Gardens Best local dish and where to get it? Hop’s Fried Chicken at Ponce City Market

How long have you lived in Atlanta? Has worked at The Home Depot for 10 years!

Where can we see the best view of the city? Stone Mountain, Sun Dial at the top of the Westin

Where should we get dinner tonight? Fox Bros. BBQ, King and Duke, Fontaine’s ($7 for a dozen oysters on Tuesday’s)

What to do if you had three hours in Atlanta? Sit in traffic, College Football Hall of Fame

NOI Max.

to the (From left: Ambassadors Bork, Zierten, Orser and Loyd)

You helped us keep the conversation lively and captured some of the best #NAAEDU17 moments!

October 2-4, 2017 Hyatt Regency Austin

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Presented by

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The early discount rate has been extended especially for Education Conference attendees through June 30, 2017.

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Jeremy Lawson Fogelman Management Group Twitter: JLawORM Instagram: JLawORM

www.naahq.org/maxedu | #MAX17

Stephanie Loyd Blue Ridge Companies Twitter: LSteph15 Instagram: Steph.Loyd

Megan Orser Smart Apartment Solutions Twitter: SmartChickMegan Instagram: SmartChickMegan

Kendra Morris Bork Cambridge Management Group Twitter: reya98 Instagram: kendrabork

Tiffany Days The Communal Group Twitter: GoodDayTiffy Instagram: GoodDayTiffy

Jessica Olander CTAA Twitter: ctjlo Instagram: olanderjessica

Charity Ann Zierten BG Multifamily Twitter: bgmultifamily Instagram: bgmultifamily

Morgan Miller Trio Properties Twitter: momill Instagram: morganmiller83

TODAY

FRIDAY

june 23, 2017

20 1 7 NA A Education Conference & Exposition

Good is the New Cool By Afdhel Aziz

Based on all of the research and analysis available, it is clear that the Millennial generation (those born between the early ’80s and the mid-’90s) and Generation Z (born in the mid-’90s to now) have a real sense of optimism about the future of this planet — and want new models for living and working. Younger generations want experiences over products, sharing over sole ownership and entrepreneurship over employment. These shifts in values are for good reason: these younger generations have seen their parents’ generation work themselves to the bone — to quote finance expert Dave Ramsey — “Buy things they don’t need, with money they didn’t have, to impress people they didn’t like,” only to see them lose it all to financial crises and downsizing. With these new attitudes come new expectations of brands. Consider these statistics: Millennials in the United States number 80 million and have a combined annual spending power of $200 billion (and a staggering $2.45 trillion globally). According to the 2015 Cone Communications Millennial CSR Study, 91 percent of Millennials would switch brands to one associated with a cause (compared to the U.S. average of 85 percent). Additionally, the report states this group is also more likely to purchase a product with a social or environmental benefit and volunteer for a cause supported by a company they trust. The situation is no different when we look at the generation hot on the heels of Millennials: Generation Z. Numbering 80 million, Generation Z has a direct spend of $44 billion, which rises to $200 billion when you consider the indirect influence they have over their parents’ spend. According to the Fuse Gen Z Report on Social Activism and Cause Marketing, after learning a brand supports a social cause, 85 percent are likely to purchase from that brand over another brand that does not support a cause (vs. 70 percent of Millennials who do so). Both of these generations have realized, to quote the writer Anna Lappé, “Every time you spend money, you’re casting a vote for the type of world [you] want to live in.” Based on the principles in my book, “Good is the New Cool,” here’s where apartment buildings can dial up their thinking in order to attract this new generation of consumers — and retain their existing ones.

1. Don’t Advertise, Solve Problems: Today, sustainability doesn’t have to be boring and fuddyduddy. Having the status of living in a LEED-certified building carries the same distinctive cachet that driving a Tesla electric car does. LEED-certification doesn’t have to be just for new builds: In fact, in the United States, green retrofits for existing buildings surpass new certifications and have done so for many years. And not only does it drive the cool of a building it also saves energy costs at the same time. 2. Lead with the Cool: Today’s Millennials and Gen-Z spend so much time looking at screens that there is a reciprocal desire for community and experiences that can be witnessed. For example: notice the explosion of music festivals, yoga and wellness classes and more. Buildings can cater to that by creating playful, imaginative communal spaces. As coworking giant WeWork’s new residential offering WeLive enthuses on their website: “From mailrooms and laundry rooms that double as bars and event spaces to communal kitchens, roof decks, and hot tubs, WeLive challenges traditional apartment living through physical spaces that foster meaningful relationships.” Or, for more inspiration, there’s this 24-story building in Antwerp, Belgium, where residents are grouped by common interest into vertical communities. 3. Back Up the Promise with the Proof: In an age where freedom to experience the world is valued more highly than security and stability, new models of renting and ownership are needed. For instance, Roam is a new start-up that allows digital nomads to be able to, well, roam around the world at will, plugging into their collection of different apartments in places like Madrid, Miami or Bali as they chose. They provide all the comforts and community of a home, without any of the paperwork and hassles involved in renting a new place, enabling a fluid existence that is becoming increasingly desirable to many.

Afdhel Aziz is co-author of ‘Good is the New Cool: Market Like You Give a Damn’, an exploration on how brands and business can be forces for good. He will speak at 8:45 a.m. Saturday, June 24, during the 2017 NAA Education Conference & Exposition.

Saturday Awards Celebration Breakfast

With Speaker Afdhel Aziz

8:45 a.m. - 10:30 a.m. Thomas Murphy Ballroom, Level 5 The NAA Excellence Awards—the “Excels”—recognize excellence and leadership in the apartment housing industry. These national awards celebrate builders, industry professionals and affiliated apartment associations that make unique contributions to our industry. This year, NAA has added the Rising Star Award for emerging leaders. NAA will present the Excellence Awards to the recipients during this celebration.

2017 NAA Excellence Award Winners Builders, Owners & Developers Awards Solaire Bethesda Kettler Bethesda, MD Best Community 1-5 Years (Up to 150 units) Savoy at the Streets of West Chester Hills Properties West Chester, OH Best Community 1-5 Years (More than 150 Units) Avana Lenox Greystar Atlanta Best Community 5-20 Years (More than 150 Units) The Grove on Galdstell Celtic Realty Advisors, LLC Conroe, TX Best Community 20+ Years (Up to 150 Units) Windfern Pointe Veritas Equity Management Houston Best Community 20+ Years (More than 150 Units) The Lofts at 30 Pine Peabody Properties, Inc. Gardner, MA Best Community, Specialty (Affordable) Atlantic Marine Corps Communities Lendlease Camp Lejeune, NC Best Community, Specialty (Military) The Arlie Greystar Arlington, TX Best Community, Specialty (Student) The Radius University Student Living Minneapolis, MN Best Community, Specialty (Student) Community of the year Announced Saturday

Affiliate Awards Apartment Association of Southern Colorado Communications Award Austin Apartment Association Community Service Award Washington Multi-Family Housing Association Education Award New Jersey Apartment Association Government Affairs Award Atlanta Apartment Association Membership Development Award

Individual Awards David brogan New Jersey Apartment Association Monroe Township, NJ Chris Christenson Association Executive of the Year

Hai Le Dover Place Apartments Houston, TX Independent Rental Owner (IRO) of the Year (100 Units or less) Bruce & Stephanie Petersen Northchase Apartments Austin, TX Independent Rental Owner (IRO) of the Year (101-500 Units) John Cullens, CAM, CAPS CXC Talent Solutions Dallas, TX National Suppliers Council Achievement Award Stephanie Loyd, CAM Blue Ridge Companies High Point, NC The Rising Star Award

NAAEI Designate Awards Phil Carlock, CAPS, CPM ECI Group Atlanta, GA Apartment Career & Education Industry Practitioner Award Equity Residential Washington, D.C. Anthony V. Pusateri Apartment Career Promotion Award Comprehensive Program Christine Galvez, NALP, CAM, CAPS, CAMT Bohannon Development Corporation El Paso, TX Certified Apartment Manager (CAM) of the Year Martin Schoolcraft, CAMT Chestnut Hill Realty Canton, MA Certified Apartment Maintenance Technician (CAMT) of the Year Charles Stroud, CAS CSC ServiceWorks Plano, TX Certified Apartment Supplier (CAS) of the Year Monica Morales, CAM, NALP Bohannon Development Corporation El Paso, TX National Apartment Leasing Professional (NALP) of the Year Kimberly Hurd, CAM, CAPS, NALP Intrepid Capital Indianapolis, IN Professional Designate of the Year

Return on Energy (R.O.E) Awards University Towers EdR Raleigh, NC Energy Retrofit Award The District Bozzuto Washington, D.C. Energy Reduction Award – Whole Building (Mid-Rise/Low-Rise) The Fenestra Bozzuto Rockville, MD Engage and Educate Award

TODAY

FRIDAY

june 23, 2017

20 1 7 NA A Education Conference & Exposition

NAA Engages @ the Social Hub

Thank you to these companies for bringing their group to Apartmentalize in Atlanta! Company

Number of Attendees

Aderhold Properties, Inc Advanced Management Company Apartment Dynamics Apartments 247 Chestnut Hill Realty Churchill Forge Properties CriterionBrock DeNyse Companies Doorsteps, powered by realtor.com Harbor Group Management HHHunt IRET Paramount Services Inc. Pfalzgraf Asset Management Protection1 Multifamily Security Solutions Ram Realty Services StoneCreek Communities TriBridge Residential Van Metre Companies Weinstein Properties Wood Residential Services AppFolio Berger Rental Communities BRG Realty Group Contractors Inc CSI Development & Support Draper and Kramer ePremium Insurance Equifax FPI Management Corp

10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 11 11 11 11 11 11 11 11 11

Gables Residential Services 11 LeaseHawk 11 Mosaic Residential 11 Professional Apt Services 11 ROCO Real Estate 11 The Towbes Group 11 American Utility Management (AUM) 12 BluSky Restoration Contractors, LLC 12 Columbia Residential 12 ConAm 12 Hawthorne Residential Partners 12 Herman & Kittle Properties Inc 12 Legacy Partners Residential 12 LMC Living, LLC 12 Multifamily Utility Company 12 PooPrints - BioPet Laboratories 12 Quarterpenny Management 12 12 Quintus Corporation R E Carroll Management 12 Rentlytics 12 12 Scully Company The Westover Companies 12 UDR, Inc. 12 1st Lake Properties 13 AMS 13 Armstrong Flooring, Inc. 13 Camden Property Trust 13 Carrier Corporation 13 Carter-Haston Real Estate 13 Renters Legal Liability LLC 13 SPM, LLC 13 BetterNOI 14 Bonaventure Reality Group 14 CARES 14

Chadwell Supply First Pointe Management Group Luxer One Package Lockers Multi-Housing Depot by ARI National Credit Systems, Inc. On-Site.com Reliable Roofing Co Timberland Partners, Inc. ApartmentRatings Arbor Contract Carpet Arlington Properties ATC Development EPC Real Estate Ferguson Enterprises Gene B. Glick Company Madera Residential Anyone Home Inc. GCI Residential Maxus Properties Texacraft Tropic Craft The Worthing Companies First Advantage Morgan Communities Management, LLC CoreLogic Fairfield Residential Kole Management Company Provence Real Estate, LLC US Residential Westdale Asset Management Westover Companies Assurant Corvias Integral Property Management Minol USA

14 14 14 14 14 14 14 14 15 15 15 15 15 15 15 15 16 16 16 16 16 17 17 18 18 18 18 18 18 18 19 19 19 19

Pegasus Residential 19 The Preiss Company 19 CLV Group 20 Drucker & Falk 20 HSL Asset Management-Tucson 20 Real Floors, A Redi-Floors Company 20 Waterton 20 Woodruff Property Management Company 20 Management Services Corporation 21 MAXX Properties 21 Moen Incorporated 21 ResMan 21 Blue Ridge Companies 22 Mohawk Industries 22 Restoration Affiliates 22 Dominium 23 23 ECI Management G5 23 TransUnion 23 CORT 24 IVC US, Inc. 24 LeaseLabs 24 Sequoia 24 Atlantic Pacific Management 25 Apartment List 27 Maintenance Supply 27 Headquarters Bridge Property Management 28 Fogelman Management Group 28 The Liberty Group 29 Loweâ&#x20AC;&#x2122;s Pro Services 30 RAM Partners, LLC 30

Berkshire Communities 31 CSC ServiceWorks 31 First Communities 31 The Collier Companies 31 AT&T Connected Communities 32 Milestone Management 32 Walton Communities 32 BH Management Services, LLC 33 Simpson Property Group 33 Beacon Communities LLC 34 Matrix Residential 34 The Home Depot 34 Landmark Property Services, Inc 35 Wingate Companies 35 AMLI Residential 36 JMG Realty, Inc. 37 Mercy Housing 37 Wilkinson Real Estate Advisors 37 Zillow 39 40 ForRent KLINGBEIL CAPITAL MANAGEMENT 40 Kettler Management 42 Lincoln Property Company 49 Yardi 50 Carroll Property Management 51 MultiFamily Solutions 56 Sherwin-Williams Co. 60 HD Supply 68 85 The Dolben Company RentPath 98 RealPage Inc. 106 Pinnacle 122 WinnCompanies 128 Greystar 209

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