Metro Rental Houisng Journal Spectrum Trade Show Edition - September 2014 by Professional Publishing, Inc

Rental Housing Journal Metro

September 2014

3. Benefits of Hiring a Property Manager to Manager Your SingleFamily Investment.

20. Dear Maintenance Men:

4. Get Ready for Spectrum 2014!

23. Five Ps for Your Social Media Marketing Success

21. Mind Your Business

5. Spectrum 2014 Exhibitions

24. Three Important Steps For Building Property Management Compensation Plans

6. Spectrum 2014 Classes 10. Spectrum 2014 Instructors

25. Multifamily NW Presidents Message How to Keep Your Competitive Edge

19. RHAOregon President Message: Back to School Already

WWW.RENTALHOUSINGJOURNAL.COM • PROFESSIONAL PUBLISHING, INC

PORTLAND/VANCOUVER

Published in association with: METRO Multifamily Housing Association; Rental Housing Association of Oregon; IREM & Clark County Rental Association

The Annual Multifamily NW Spectrum Issue

Fund your Retirement with Seller Carry Back Financing

page 4

By Jade Bossert

ulti-family property owners have several options, to generate passive income in retirement, that are unique to owners of income property. They include placing your residential income property under professional management and forgoing the day to day management duties, effecting a IRC 1031 exchange into a commercial triple net leased property, or taking on the role of a lender by providing seller financing, to the buyers of your income property. Seller carry back financing is the most popular vehicle active owner/ managers of multi-family properties use to fund their retirement. The major benefit is“mailbox money”, which is a monthly check sent electronically or by mail to the seller every month, for a set period of time. The current market interest rate for seller financing is 5.5% to 6.5% interest. A strong down payment, of 20% to 30% of the sale price, is recommended when financing a buyer. Property tax, insurance and the monthly payment should be collected by a title company or bank and disbursed to the seller. The property should be collateralized by a note and deed of trust that detail the terms of the carry back. The terms should include a late fee. In the event the seller is concerned about being paid off, a steep prepayment fee of

3 Proven Management Techniques That Work in Any Business

Identify the ‘Influencers’ on Your Front Lines, CEO Advises

n business, the only thing that matters is what works, says Peder Johnsen, a third-generation specialist in senior living communities. “The people in your company who are dealing with your customers – the clerks, the caregivers, the customer service reps – are where the rubber meets the road,” says Johnsen, CEO of Concordis Senior Living, www.concordisseniorliving. com, which owns, operates and develops senior housing communities. “That’s why it’s essential for the company leaders, the men and

Current Resident or

lines, and provides a system for regular communication through all layers of the company.” Johnsen offers these tips for management that produces excellent results: Identify the ‘Influencers’ in each work group. As with most businesses, senior living communities require teams of staff, from administrators to housekeepers and everyone in between. Within the various groups that make up your business, identify the key players – the people who influence continued on page 2

continued on page 18 Professional Publishing Inc. PO Box 6244 Beaverton, OR 97007

women in the offices that are often far from the front lines, to be where the action is on a regular basis,” he says. Concordis’ specialties include managing senior-living communities for other owners and developers, an art it has perfected, Johnsen says. “We developed certain practices over the decades, first by building assisted-living communities and then by operating them,” he says. “These practices work in any business because they keep the leadership actively involved in what’s going well – and not – on the front

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RENTAL HOUSING JOURNAL METRO

3 Techniques ...continued from front page others’ behavior, whether or not they hold a title or official authority. Meet with them on a regular basis so you can stay plugged in to what’s happening on the front lines. Identify areas that need improvement. Talk to them about systems and areas that need to be fixed, overhauled or eliminated, and about how team members are working together. They’ll often have ideas for innovations. The idea is not to look for people or problems to blame, but to work together to develop solutions and improve the team’s overall efforts.

“The information you get in speaking with these key players is invaluable,” Johnsen says. “There may be nothing at all wrong, which is great, but these meetings give you, the CEO or manager, the information you need to constantly improve. It also reinforces the message to employees that they and their ideas are valued members of the team.” Figure out those “wildly important goals.” You can have the best people in the field working for you, yet if they’re not specifically guided to a certain goal, they are putting their time and effort toward an end that

FULL SERVICE MANAGEMENT COMPETITIVE PRICING PROFESSIONAL EVICTIONS KNOWLEDGEABLE STAFF... OVER 25 YRS. EXPERIENCE CONTINUING EDUCATION PROVIDERS

they’re assuming is correct. CEOs and other upper-level managers have the 30,000-foot view, so it’s up to them to guide everyone beneath them. “Short-term priorities may change slightly or drastically on a regular basis,” Johnsen says. “Your team may be self-sufficient, but their vision is limited to their daily duties. If they don’t know that a goal or objective has changed, they can’t work toward it.” Peder Johnsen is the CEO of Concordis Senior Living, www.concordisseniorliving.com, which owns, operates and develops senior housing communities. He’s a third-generation

assisted-living specialist whose grandfather and father built one of the first contemporary-style ALFs in Florida more than 30 years ago. Johnsen took over administration of two small facilities at age 18. Today, he runs the full spectrum of ALFs – from “ALF lites,” where most residents live very independent lifestyles but know assisted-living services are available if they should need them, to homes specializing in care for residents with Alzheimer’s and dementia. He is an industry leader in staff development and training, and has overseen the development, acquisition and financing of several communities.

503-465-4404 info@smartpm.co www.smartpm.co

www. re nt al housi ngj ournal .com

SMART MANAGERS + SMART RESIDENTS = SMART PROPERTY MANAGEMENT

See you at Spectrum! Visit the City of Portland’s Multifamily Waste Reduction staff at Metro’s Recycle at Home booth. Spectrum Educational Conference and Tradeshow Thursday, September 18, 2014 8 a.m. – 5 p.m. Portland Convention Center, 777 NE Martin Luther King Blvd. Get free materials and support to make your job easier. Keep your garbage and recycling program working for you and your residents. Multifamily Resource Line: 503-823-7224 Online: www.portlandoregon.gov/bps/multifamily Email: multifamily@portlandoregon.gov

Rental Housing Journal Metro • September 2014

RENTAL HOUSING JOURNAL METRO

Benefits of Hiring a Property Manager to Manager Your Single-Family Investment. By Cliff Hockely

uying real estate as an investment has been a well-established investment strategy for thousands of years. You purchased or inherited a home or condominium and now you have to figure out how to get your arms around it. Perhaps you were transferred and don’t think it is time to sell the home yet, you want its value to appreciate more. From a management standpoint, you have two choices, manage the property yourself or hire a property manager to take care of it. This article will help you make a decision on which way to go. Setting investment goals First of all, realize that you need to set investment goals. In other words, ask yourself what you intend to do with the property. If it is free and clear you could save the money you earn and invest in more real estate… or pay for college tuition for your children. When they are done with college you could use the cash flow to prepare for or amend your retirement plans. If you have a mortgage you have less cash flow to meet

COREY FORTMAN

your needs which will affect your decisions. A few investments goals to consider: • • Hold the property until it is paid off and use the income for retirement • • Hold the property until the marketplace appreciates – then sell the property and: • • Reinvest in another property/ properties (maybe in better locations) • • Take the money to the bank. • • Spend the money you made. • Sell the property and use it to: • • Buy another home in another part of the country. • • Refinance the property after some of the equity has grown and buy an additional home. Making the decision If you have time and are a handson investor, you will want to screen the tenants, make the repairs, complete the tenant turns and do the accounting yourself. More often than

not, you get busy with life and don’t want to deal with the investment yourself. If you hire a property manager they deal with the myriad issues involved with property management for you. Property managers handle: Rent collection: They know what it takes to get the monthly rent collected from tenants. They deal with the tenants that won’t pay/ can’t pay, up to and including tenant evictions, something most landlords are unfamiliar with and very nervous about. Tenant selection: More often than not they have screened the tenants before move in, evaluated their rental history and their credit history and established their ability to pay. Property managers are like you, the fewer tenant turns they have the better, and the more money you make. Dealing with problem tenants: Sometimes a tenant goes through a divorce, a loss of a job, or some other crisis that turns them from being a cooperative tenant to an uncooperative tenant. Property man-

agers know how to handle those situations and can typically solve problems related to difficult tenants. Maintenance: Most property management companies handle property management emergencies 24 hours a day. They either have their own maintenance department to take care of your property or they have a vast pool of vendors that are prequalified to take care of your property issues. These vendors deal with many property issues from basic carpentry to plumbing, electrical, roofing and mold remediation. Vendor selection: Property management companies have an extensive list of vendors they have good experiences with. Property managers need good results for their clients and take time choosing the vendors they work with. In addition, property managers are sensitive to property maintenance costs and look hard to find cost effective vendors. Bill paying – financial reporting: Not only are property managers required by licensing laws to submit monthly financial reports to their continued on page 27

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Rental Housing Journal Metro • September 2014

RENTAL HOUSING JOURNAL METRO

Get Ready for Spectrum 2014!

pectrum is the largest rental housing educational conference and trade show in Oregon. It will be held September 18th at the Oregon Convention Center in Portland from 8:00am to 5:00pm. Spectrum is the premier annual educational conference for rental housing ownership, management and maintenance. This year’s show features a bustling trade show floor of both local and national exhibitors. The event draws over 1,000 attendees and offers 28 unique education workshops. Everyone looks forward to Spectrum addressing the needs and issues of our region’s rental property owners, on-site leasing agents, portfolio managers and maintenance professionals. We are excited to kick off the 2014 conference with a general session

featuring national speaker Colleen Kettenhofen. Colleen will open the day with her exciting session “How to Read Your Boss’s Poker Face – Secrets Your Boss Isn’t Telling You.” In this fun, interactive, and entertaining session, Colleen reveals the top 10 biggest frustrations of managers you must avoid. If you’re eager to gain recognition and maybe even a raise (who isn’t?), you’ll discover the top 10 things most people don’t know or do to keep their bosses happy…and more! Colleen will also stick around for two more classes “777 – Lucky 7 Ways to Make Difficult People Disappear” and “Increase Your Odds – Tune Up Your Team!” The 2014 Spectrum curriculum focuses on the current market with several sessions dedicated to timely

issues such as: fair housing consistency, collections, asset management, maintenance and legal topics. In addition, Spectrum classes target the leasing of rentals units with programs such as: “No Limit Closing Skills,” “Exterior Inspections for Capital Planning,” “Winning is the Most Fun! – Leasing 101” and many more! This year, Spectrum offers outstanding courses on leadership and communication, including: “Are You Willing to Bet it All on What You Say? Nonverbal Communication,” “Going All In: Leadership & Communication” and “Betting on 360-Degree Leadership”—and many more! For rental property owners, Spectrum has many outstanding workshops, including: “Single-

Family Move-Out Procedures: From Walkthrough to Turnover” and “Winning Big with Singles: Leasing Single-Family Homes.” Spectrum’s maintenance offerings include: “Fair Housing for Maintenance” and “Electricity Never Sleeps: Electrical Do’s and Don’ts.” Don’t miss this exciting day! See the full list of classes and register for the 2014 Spectrum show at www. multifamilynw.org. Admission to Spectrum includes lunch, workshops and access to the amazing trade show floor. Attendance is $100 for members and $150 for non-members. Most Spectrum classes qualify for Continuing Education Credit for Oregon Broker’s and Property Manager Licenses. SPECTRUM is brought to you by Multifamily NW.

Spectrum 2014 Conference & Trade Show Committee Chair: Erik Aldridge, HD Supply Co-Chair: Renee Larson, Apartment Finder Beth Stogsdill, On-Site Brandy Guthery, Guardian Management Laura Rosales, Apartment Guide

Thank you to our General Session Sponsor:

Sabrina Paulson, For Rent Media Solutions Ed Winkler, Fresh Aire Rose Morrison, Princeton Property Management Elee Schneider, WPL Associates Gwen Haggerty, GSL Properties

Advertise in Rental Housing Journal METRO Circulated to over 20,000

Multifamily NW Members: $100 • Non-Members: $150 Ask about special rates for first-time attendees! Multifamily NW 16083 SW Upper Boones Ferry Road, Suite 105 Tigard, OR 97224 800-632-3007 | 503-213-1281 | Fax 503-213-1288 www.multifamilynw.org | info@multifamilynw.org 4

Apartment owners, On-site, and maintenance personnel monthly. Call 503-221-1260 for more info. Rental Housing Journal Metro • September 2014

RENTAL HOUSING JOURNAL METRO

Multifamily NW Says THANK YOU to Our Generous Spectrum 2014 Sponsors! General Session Sponsor

Shout-Out Sponsors

Interstate Roofing

Apartment Finder

CenturyLink

Ferguson Facilities Supply

Kennedy Restoration

Conservice

Lanyard Sponsor

Fresh Aire

On-Site

Fresh Aire

Kennedy Restoration

National Tenant Network

HD Supply

Bus Sponsors

Classroom Sponsors

Paul Davis Restoration of Greater PDX Realtor.com

Jeffrey S. Bennett, Warren Allen LLP

Apartment Guide

Rexius

Apartments.com

AM/PM Coffee Sponsor

CenturyLink

Capital Property Management

Energy Trust of Oregon

Tenant Tech ValleyScapes Program Advertisers

J.R. Johnson, Inc. John’s Waterproofing Lifetime Exteriors Squires Electric

Spectrum 2014 Exhibitions Conversion Logix........................... 1

NW Tree Specialist......................... 57

Mt. Hood Cleaners......................... 84

The Detail Difference..................... 116

Advantage Graphics...................... 5

Portland Construction Solutions.......................................... 58

PG Long Floorcovering........... 85/92

Servpro of Tigard/Tualatin.......... 117

WaterBear Cleaning & Restoration, Inc.......................... 86

ValleyScapes.................................... 118

John's Waterproofing Company.. 6 Benge Industries............................. 7 Pro Drain & Rooter Service.......... 10 G&C Distributing........................... 11 Easy Media...................................... 15 JC Carpet Cleaning........................ 16 Novogradac & Company LLP..... 20 NW Pest Control............................ 21 Pristine Greening Corp................. 22 CertaPro Painters........................... 23 ePremium Insurance...................... 24 Property Solutions......................... 25 Satisfacts.......................................... 26 RealPage.......................................... 27 Two Men And A Truck.................. 29 Servpro of Gresham....................... 30 Lovett Inc......................................... 31 Carports of Washington................ 32 Scent Air.......................................... 33 Recycle at Home............................. 34 Interface........................................... 35 W.L. May Co................................... 36

Apartment Advantage Staffing Services............................. 59

Tenant Tech..................................... 87

Clear Water Construction Services............................................ 119

J.R. Johnson, Inc....................... 88/89

Apartment Finder.......................... 120

Junk-Away Hauling....................... 90

Sprague Pest................................... 121

On-Site............................................. 91

Landlord Solutions........................ 122

Orcas Development, Inc................ 93

Mohawk Industries........................ 123 All Aspects Renovations............... 124

Apollo Drain & Rooter Service Inc.......................... 64

Executive Coatings & Contracting................................. 95 Apartments.com............................. 96

CenturyLink.................................... 65

Squires Electric............................... 97

IREM (Institute of Real Estate Management).................................. 126

Waste Management of Oregon.... 66

Sherwin-Williams..................... 98/99

Lowe's Companies......................... 127

Ferguson Facilities Supply............ 67

Bugaboo Pest Control........... 100/101

Valspar............................................. 128

Alliance Flooring............................ 68

Bath Fitter........................................ 102

Safe Sidewalks, LLC...................... 129

Myhre Group Architects............... 69

Paul Davis Restoration of PDX/SW Washington............... 103

Cinesational Video Productions..................................... 130

Snugs Pro Wash.............................. 104

21st Century Towing..................... 133

Wilmar Industries.......................... 105 Otis Elevator................................... 106

AMSI - Infor Property Management................................... 134

J.D. Fulwiler & Co. Insurance...... 107

All-Clean! SoftWash....................... 135

Bemrose Consulting....................... 108

Rainmaker LRO.............................. 138

National Credit Systems............... 109

EmpireWorks Reconstruction and Painting.................................... 139

Pacific Screening............................. 60 CriterionBrock................................ 61 Conservice Utility Management & Billing.................. 62 Compaction & Recycling Equipment....................................... 63

Rent.com.......................................... 70 Lifetime Exteriors..................... 71/82 CORT Furniture.............................. 72 Kennedy Restoration..................... 73 Fresh Aire........................................ 74 LeaseEasy........................................ 75 HD Supply................................ 76/77

Rexius............................................... 37

Grow Construction........................ 78

Northwest Playground Equipment....................................... 38

Waste Recovery Systems............... 80

Regional Water Providers Consortium..................................... 39 Prograss Landscape Care & Design................................. 40

Apartment Guide........................... 79 Lorentz Bruun Restoration........... 81 Signal 88 of Portland............... 83/94

For Rent Media Solutions............. 110

National Tenant Network............. 125

Buy-Rite Carpet Wholesaler......... 111

Rental Housing Maintenance Services.................... 140

G&R Painting Company............... 112

Valet Waste...................................... 143

Home Forward............................... 113

Bend Rental Guide......................... 144

Appliance Warehouse.................... 114

Elite Resurfacing............................ 145

MOEN.............................................. 115

Alpha Impressions......................... 41 Perfect Surface NW........................ 42 Coin Meter...................................... 43 Miller Paint Company................... 44 TerraFirma Foundation Systems............................................ 45 Background Investigations/ Oregon Credit Systems................. 46 Paul Davis Restoration of Greater PDX.................................... 47 PayLease.......................................... 48 American Leak Detection............. 49 Pioneer Pest Management............ 50 The Pool & Spa House.................. 51 Cozy Services Ltd.......................... 52 Retriever Towing............................ 53 Exercise Equipment Northwest.................................. 54/55 Interstate Roofing........................... 56 Rental Housing Journal Metro • September 2014

RENTAL HOUSING JOURNAL METRO

Spectrum 2014 Classes General Session 9:00am-10:00am How to Read Your Boss’s Poker Face – Secrets Your Boss Isn’t Telling You (1CEU)

Instructor: Colleen Kettenhofen Description: As an author, change management specialist, and workplace expert, Colleen Kettenhofen has interviewed over 200 managers, supervisors, and CEOs to find out job-critical secrets about employees that bosses don’t share easily. Many of them revealed details of what they expect and, more importantly, don’t expect from their employees. In this fun, interactive, and entertaining session, Colleen reveals the top 10 biggest frustrations of managers you must avoid. If you’re eager to gain recognition and maybe even a raise (who isn’t?), you’ll discover the top 10 things most people don’t know or do to keep their bosses happy…and more! Sponsored by CenturyLink

Session 2 10:30am-11:20am “777” – Lucky 7 Ways to Make Difficult People Disappear (1CEU)

Instructor: Colleen Kettenhofen Description: Every day is filled with a colorful cast of characters. How do you deal with the difficult ones who get under your skin? And what if they’re your customers, coworkers or a difficult boss?

Colleen says, “Having an interaction with a difficult person can set the tone for the entire day and be tough to shake off. Have you ever told yourself to ignore that person’s comment but it still lingers? What can you do instead? Counteract the difficult person’s aftertaste by going immediately into a positive environment. I’ll share proven tips you can put in place right away. You’ll find it blunts the comment’s impact for the rest of the day. In this energetic and empowering session, Colleen explores 7 magic “wands” for making difficult people disappear. You’ll discuss what makes difficult people tick, what ticks them off, and what you can do about them! Might YOU be that difficult person?! Discover how to keep yourself sane and secure with a still-sunny disposition. This session gives you fresh new ways to process your emotions and enjoy the day. Sponsored by CenturyLink

Mock Trial: FEDs and the Kitchen Sink (1CEU)

Instructor: Jeffrey S. Bennett, Warren Allen LLP Description: FED trials can be challenging, wild, and even entertaining. Watch Jeffrey S. Bennett preside over his team of attorneys as they duke it out in this "based on real events" collection of courtroom scenarios. Everything in this FED mock trial has happened before, from the technicalities to the absurdities. Watch, enjoy, and learn how to improve your odds of winning FEDs.

Multifamily NW

Partial Rent Payment Receipt – Form M009 OR It seems obvious that allowing a resident to pay just a portion of the actual monthly rent is a practice not in the best interest of the landlord. Surprisingly, it can be an all too common occurrence to cash that partial payment. By accepting OREGON a partial payment PARTIAL RENT PAYMENT RECEIPT the landlord gives up his right serve a 72-hour notice for non-payment when (surprise, surprise) the rest of the rent payment never materializes. If a landlord should accept a partial payment, it is best to utilize the Partial Rent Payment Receipt that provides the additional payment schedule and necessary verbiage that allows the landlord to pursue a non-payment of rent termination should the tenant fail to meet their rental obligations. DATE __________________________________________ PROPERTY NAME / NUMBER ___________________________________________________________________________________________________________________________________________________________________ RESIDENT NAME(S) ___________________________________________________________________________

___________________________________________________________________________

and all others. UNIT NUMBER ___________________________________ STREET ADDRESS ___________________________________________________________________________________________________________________________________________________________________________

Resident understands that Owner/Agent is not required to accept late or partial payments of rent. Resident has asked Owner/Agent to accept a partial payment along with Resident’s agreement to pay the balance due. Owner/Agent is willing to do so as an accommodation to Resident. Resident understands that accepting the partial payment and the payment agreement does not waive any of Owner/Agent’s rights to terminate Resident’s tenancy if payments are not made as agreed. Rent amount due:

Partial payment received:

$_______________________________

($_______________________________)

Rent balance due:

$_______________________________

Late fees:

$_______________________________

Other:____________________________________________________ $_______________________________ Balance due:

$_______________________________

Resident agrees to pay the balance due as follows:

DUE DATE

AMOUNT

______________________________________

$_______________________________

______________________________________

$_______________________________

______________________________________

$_______________________________

All payments must be received by Owner/Agent by 5:00 p.m. on each due date, time being of the essence. All payments must be made by money order or cashier’s check.

If Owner/Agent has not yet served a 72-hour or 144-hour termination notice for non-payment of the current rent due, acceptance of the partial payment does not waive Owner/Agent's right to issue such notice on or after the date allowed by statute for the balance of the rent due. If payment is not made by the later of the termination date on such notice or the payment date agreed above, Owner/Agent may terminate the tenancy and commence an eviction action.

If Owner/Agent has previously issued a 72-hour or 144-hour termination notice for non-payment of the current rent due, acceptance of this partial payment does not waive Owner/Agent’s right to terminate based on that notice if Resident fails to make any payment required above by the due date. No new 72-hour or 144-hour notice need be given if Resident fails to make any payment due hereunder. The signature of any one Resident to this agreement binds all Residents of the unit.

_____________________________________________________________________________________

RESIDENT

_____________________________________________________________________________________

RESIDENT

_____________________________________________________________________________________

RESIDENT

_____________________________________________________________________________________

RESIDENT

_____________________________

_____________________________________________________________________________________

_____________________________

______________________________________________________________________________________________________________________

_____________________________

______________________________________________________________________________________________________________________

_____________________________

______________________________________________________________________________________________________________________

DATE

ON SITE

DATE

RESIDENT

OWNER/AGENT

_____________________________

DATE

ADDRESS

TELEPHONE

MAIN OFFICE (IF REQUIRED)

CITY ___________________________________________________________________________________________________________________________________________________ STATE ___________________________________ ZIP _____________________________________________________________

All-In $$- Profitable Income Strategies (1CEU)

Instructor: Greg Knakal, Princeton Property Management Description: Focusing on income is the fastest way to increase the bottom line! This fun and fast paced class will help you better understand the importance of managing the details when it comes to profitability. We will explore the following: cash flow, key income elements including vacancy loss, strategies for managing lease expirations, factors that affect rental rates, the 4 Ps of adding value, and strategic planning. We will be giving away several prizes so stop by for your chance to “hit the jackpot!” Sponsored by Apartments.com

Fair Housing: Reasonable Accommodations (1CEU)

Instructors: Jo Becker, Fair Housing Council of Oregon & Leah Sykes, Bittner & Hahs, P.C. Description: Don’t be caught off guard when a resident or applicant requests an exception to a policy or asks for a modification to the rental unit. This class will detail the steps a landlord or property manager must take for the reasonable accommodation process and the verification that guides a final decision. Landlords that breeze through this process without proper documentation or allow their gut instinct or whim to dictate their decision are frankly fasttracked to the misery or defending a fair housing complaint. The inconvenience of having to allow a policy exception pales in comparison to writing a bankrupting fair housing lawsuit check.

Covering Your Bets: Emergency Preparedness (1CEU)

Instructor: Barb Casey, Kennedy Restoration Description: The class will basically be the blueprint for building a good, solid emergency preparedness class for a variety of natural and man made emergencies. We will examine the various threats from cyberspace to terrorism and do threat assessments on each. From that point, we will build a plan that can be suitable for all kinds of occurrences and cover the basic tenets of communication, food and shelter. The goal of the class will be that each attendee is equipped to begin an emergency plan for each property and have it readily available. Sponsored by Kennedy Restoration

VIB (Very Important Business) Secrets to VIP Retention (1CEU)

Instructor: Sumer Bradley, Prometheus Real Estate Group Description: Casinos cater to their biggest players through personal attention and perks. Let’s build off of their secrets and bring resident retention to life in your community! How can we entice them to play longer, spend a little more, and better enjoy their experience while doing so? This workshop will dig into that elusive holy grail of retention through relationship building and value-add conversations throughout the resident life-cycle. They were sold once, how do we do it again? It’s time to uncover some Very Important Business Secrets to VIP Retention!

Single-Family Move-Out Procedures: From Walkthrough to Turnover (1CEU)

Instructors: Melanie Adrian, A&G Rental Management & Erlin Taylor, A&G Rental Management Description: House rentals are unique dwellings and managing them successfully calls for creative solutions and greater documentation. "Hands on" owners can add another wrinkle to the process. Still, a swift turnover with total damage accountability doesn't have to be elusive! This session will break down time lines and procedures to be aware of, and how foster control leading the tenant to be compliant and responsible for their actions that keep the owner in the black and off your back.

Your Vegas is Showing: Marketing Tips & Tricks (1CEU)

Instructor: Meghan Hill, Guardian Real Estate Services Description: With more than 13,000 new apartment homes projected to open in the Portland Metro Area in 2014-15, Craig’s List and a “Now Leasing Sign” isn’t going to cut it when competition returns. For apartment marketers and community managers looking to stay competitive in the race for rents and leases, properties who have the strongest brand, reputation and customer service are going set themselves apart and remain successful. This doesn’t happen overnight, so start planning now! Learn tips and tricks for staying relevant, building brand consistency, awareness and turn your current residents into your best and most vocal advocates! Sponsored by Realtor.com continued on page 7

Rental Housing Journal Metro • September 2014

RENTAL HOUSING JOURNAL METRO

Spectrum 2014 Classes ...continued from page 6 Going All In: Leadership managers, supervisors, and team and leasing tools available to maxi- “What’s in the members haven’t had training in mize leads in an expanding, com- Envelope?” It’s Not & Communication communication and leadership petitive marketplace. (1CEU) Mail... Exterior skills. In this interactive and inSponsored by Apartment Guide Inspections for Capital Instructor: demand session, Colleen reveals Repairs (1CEU) Korah Young, GSL Properties new insights for determining what Description: Looking to take your Leadership and Communication skills to Wise Guy/Gal status? Ok, I’m calling your bluff; it’s time to ante…Become an active player, place exotic bets and beat the odds. Whales and Squares, consult your bookies, study your hands and make an investment in your property management future by attending this motivational class. Sponsored by On-Site

Session 3 12:40pm-1:30pm Increase Your Odds – Tune Up Your Team! (1CEU)

Instructor: Colleen Kettenhofen Description: Many managers, supervisors and others are promoted to leadership positions based on their hard skills or an outstanding job in a previous position. Yet the skills that got them promoted aren’t necessarily the ones they’ll use managing people. Colleen understands that many

makes a successful leader – at all levels – while providing ways to establish greater trust and credibility. Get a tune up for success! Sponsored by CenturyLink

Fair Housing: From Pitbulls to Medical Marijuana (1CEU)

Instructor: Jeffrey S. Bennett, Warren Allen LLP Description: In April 2013, HUD issued a notice affirming obligations of housing providers under the Fair Housing Act, Section 504 and the American with Disabilities Act with respect to animals that provide assistance to individuals with disabilities.

Oregon Landlord/ Tenant Law (1CEU)

Instructor: Andy Hahs, Bittner & Hahs, P.C. Description: This course is an abbreviated version of our regular 2-part course. It will begin where all tenancies begin—with the rental application. Then, by chronological succession, the class takes you through rental agreements, various addendums, and special circumstances. Finally it will cover end-oftenancy scenarios with the corresponding termination notices to serve, and explains refunding deposits and abandoned property rules. Sponsored by Energy Trust of Oregon

What Happens in Email...“Email Etiquette” (1CEU)

Instructor: Laura Rosales, Apartment Guide Description: eLeasing explores the ever-changing Internet resources

Instructor: Zach Howell, Cascade Management Description: This course will be an overview of building terminology, sound inspection techniques, and what to be looking for that may be a symptom of a larger problem. Knowing what to look for, asking the right questions and gathering the proper data from a quality inspection can help lead to realistic Capital Planning. Sponsored by Interstate Roofing

Double Down on Your Customer Service (1CEU)

Instructor: Lisa Rose, Riverstone Residential Description: In this session, Lisa Rose gives tips to provide excellent customer service to everyone you come into contact with in your career. Providing customer service right the first time will make your career easier and reduce unsatisfied residents continued on page 8

THE VALUE OF MEMBERSHIP

• • • • • • • • •

Legislative Representation Dinner Meetings Mentor Program 1800+ Members Educational Classes Substantial discounts Membership starting at $99 Tenant Screening Fully staffed office open 5 days a week to answer all of your questions

Since 1927 the Rental Housing Alliance Oregon has set the standard for community participation by landlords providing affordable and quality housing.

Visit www.rhaoregon.org or call 503/254‐4723 for details! Rental Housing Journal Metro • September 2014

RENTAL HOUSING JOURNAL METRO

Spectrum 2014 Classes ...continued from page 7 bring out the best in your team, no matter what position you currently hold. This class is for the property manager, maintenance associate, regional manager, housekeeper, leasing consultant, and anyone else who is interested in greater success. Use your new skills to stimulate higher morale, greater productivity, and more collaboration, all while inspiring others to do the same. Highlights include:

and unnecessary turnover. Ray Kroc said, “If you work just for money, you’ll never make it, but if you love what you’re doing and you always put the customer first, success will be yours.”

Winning Big with Singles: Leasing SingleFamily Homes (1CEU)

Instructors: Sylvia Walker, Princeton Property Management & Kristi Martin, Background Investigations Description: “How do I rent this house? This fast-paced class will take you through the process of leasing single family homes from beginning to end. We will explore marketing and fair housing then move on to taking rental applications and tenant screening. Applicant approved? Now what? Get ‘em moved in!”

• How to lead if you’re not the top leader • Working with your leader’s weaknesses • Leading yourself, your peers and your subordinates • And much more! Practice the disciplines of 360-Degree Leadership and your opportunities will be endless!

Electricity Never Sleeps: Electrical Do’s & Don’ts (1CEU)

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Instructor: Joe Squires, Squires Electric Description: Learn more about common safety issues associated with the electrical systems in your building that could potentially cause fires, injuries or death. Learn to deal with common unsafe conditions that we all run into.

Betting on 360-Degree Leadership (1CEU)

Instructor: Heather Mallette, Riverstone Residential Description: Get ready to take your career to the next level! This acclaimed course will equip you to operate as an exceptional leader and

Session 4 2:00pm – 2:50pm Maintenance Tips for the Office Team (1CEU)

Instructors: Ryan Ridgeway, Mission Rock Residential; Wes White, Riverstone Residential Description: As a property manager, you want ensure that your office team and maintenance team work effectively together. What would your maintenance team ask of you, the property manager? How can you help the maintenance department and your residents by helping your office team understand a maintenance person’s day? Sponsored by ValleyScapes

Crazy But True Stories: Handling Off-the-Wall PM Scenarios (1CEU)

Instructor: Anna McCormack, Warren Allen LLP Description: Property managers have seen it all! This class will use real-world examples of off-the-wall scenarios faced by property managers –from pet squirrels to drug raids—to explore appropriate use of notices, termination strategies and challenges, and how to develop and document evidence.

Are You Willing to Bet It All on What You Say? Nonverbal Communication (1CEU)

Instructors: Pam McKenna, Riverstone Residential; Mark St. Pierre, Interstate Roofing Description: Do you ever wonder what kind of impression you make? Does your team always understand what you say? Do you know when to trust what a resident is saying? Experts say that 55% of our communication is nonverbal and the foundation of any successful relationship is good communication. The goal of this class is to help you improve your nonverbal communication skills to apply in your personal and your professional life. Learn how to demonstrate more confidence and credibility in your daily interactions. Discover how to read what others are saying through nonverbal cues. Find out how to hear what isn’t being said. Sponsored by Paul Davis Restoration of Greater Portland continued on page 9

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Spectrum 2014 Classes ...continued from page 12 Washington Landlord/ Tenant Law

Instructor: Aaron Matusick, Bittner & Hahs, P.C. Description: This course creates an interactive environment in which attendees can get specific questions answered on real-world situations that they encounter. The class begins where all tenancies begin—with the rental application. Then, by chronological succession, it takes you through rental agreements, various addendums, and special circumstances. Finally, it covers end-of-tenancy scenarios with the corresponding termination notice to serve, and explains refunding deposits and abandoned property rules.

Fair Housing for the Maintenance Team (1CEU)

Instructor: Jo Becker, Fair Housing Council of Oregon Description: : Introduction and overview of federal, state, and local fair housing laws as it relates to maintenance personnel (and the contractors they hire on to the property). Issues covered include:

• Q&A • PLUS: tips for *protecting* maintenance professionals!

“Hedge Your Bets” - By Understanding Different Personality & Communication Style You Come Away A Winner! (1CEU)

Instructors: Karon Paul, Guardian Real Estate Services; Jennifer Jenkins, Guardian Real Estate Services Description: Come prepared to participate in this interactive class where you will take a communication style self-assessment to understand the way you prefer to give and receive information and feedback. We will teach you how to use this short assessment style with your staff or co-workers and you can find that you will be more productive and understand the best way to communicate to achieve your intended results!

Understanding Your Floorcovering Needs & Expectations (1CEU)

Instructor: Ryan Hammock, CriterionBrock; Ian Hintz, Sherwin-Williams Description: Learn what the experts know about your floorcovering -- how to know if you are getting what you want.

Winning is the Most Fun! – Leasing 101 (1CEU)

No Limit Closing Skills (1CEU)

Instructor: Heather Mallette, Riverstone Residential Description: Get ready to experience explosive closing ratios! This course shows you how to get the commitment from your prospect. We’re not just going to talk about closing, we’re going to give you verbiage examples you can use in the field. Discover: • The secret of closing the room

Instructor: Rita Crawford, Sequoia Equities; Sylvia Loss, IDM Description: We will go over leasing best practices including: • First impressions and lasting impressions with techniques • Conversational Qualifying

• How to overcome the top ten objections • When and how to create urgency • What your customer is waiting for • And much more! Attend and gain the skills you need to boost your sales today!

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Spectrum 2014 Instructors Melanie Adrian,

A&G Rental Management • Single-Family Move-Out Procedures: From Walkthrough to Turnover Melanie has been professionally active in the Property Management industry since 1995 when she began her career with Equity Residential Properties. She has over 25 years of experience and is dedicated to providing owners, residents and vendors the highest level of service through open communication, honesty, trust and professionalism. Melanie has a Bachelor’s degree from Portland State University and is a Licensed Property Manager in the State of Oregon. She assisted in developing A & G Rental Management in 2007 out of a strong desire to connect investing home owners to qualified tenants. In addition to Single Family Home Management, A&G recently began managing Commercial Retail and Office space under the name TEAM Commercial. The future growth for both is bright and Melanie is looking forward to the newest challenges.

Jo Becker,

Fair Housing Council of Oregon • Fair Housing: Reasonable Accommodations

• Fair Housing for Maintenance As a former Realtor(R), Jo Becker was involved with her local Realtor(R) association's Equal Opportunity/Cultural Diversity Committee for eight years, serving as a long-time member and former chair. She also served on the association's Board of Directors. It was at the Realtor(R) association that Jo first met the folks at the Fair Housing Council (FHCO) and learned about the important work they do. When she decided to make a career change, she stayed close to the housing industry but went nonprofit. Jo is proud to have served the FHCO since 2005 and pleased to have the opportunity to further her interests in assuring fair and equitable housing for all. As a former licensee, she brings a unique perspective to the organization and truly appreciates the housing providers' perspective.

Jeffrey S. Bennett, Warren Allen, LLP

• Mock Trial: FEDs and the Kitchen Sink • Fair Housing: From Pitbulls to Medical Marijuana Jeffrey S. Bennett is a partner in the Portland law firm of Warren Allen LLP. A member of the Oregon, Washington and Idaho state bars,

Mr. Bennett is the head of his firm’s Landlord law department, a municipal judge for Maywood Park, and a Hearings Examiner for the Clackamas County Housing Authority. He has specialized in residential and commercial landlord/tenant law for the past two decades, and is also a business and real estate attorney. Mr. Bennett’s articles have appeared in The Business Journal, Apartments Northwest, and in other media, and he is a frequent lecturer at regional seminars. His business and real estate practice involves entity formations, contract negotiations, commercial litigation, real estate transactions and other civil litigation.

Sumer Bradley,

Prometheus Real Estate Group

Director for Kennedy Restoration since October, 2001. For the past twelve years, she has been highly involved in Multifamily NW in several capacities. Barb was Spectrum Co-chairperson in 2005 and 2008. She was instrumental in planning and implementing the first annual Reverse Trade Show, held in 2011. She was also a member of the marketing/membership committee for two years. Barb was a previous member of the board for Multifamily NW for six years and was Treasurer for two of those six years. Barb was also the recipient of the 2009 Sally Johnson award, which is bestowed upon the individual who best contributes to the industry through volunteerism and dedication. Barb often conducts trainings on emergency preparedness throughout the state.

• VIB Secrets to VIP Retention My Property Management career began in 1997, and has been on the fast track ever since. Over the course of the last 10 years I have been a Portfolio Manager, spending the last three years further developing my talents with Prometheus Real Estate Group. With a Bachelor’s Degree in Speech Communications from Portland State University and the IREM CPM® Designation, I have continued to elevate my career to new levels and successes; recently being recognized as the Portfolio Manager of the Year at the 2014 Master ’s Conference with Prometheus. I have served on multiple committees with IREM, Multifamily NW, and Washington Multi-Family Housing Association. In addition, I am a POrCH Leader within Prometheus, helping to bring volunteer and community outreach to life within our neighborhoods in the Pacific Northwest.

Rita Crawford,

Barb Casey,

• Oregon Landlord/Tenant Law Andy Hahs is a partner at the law firm of Bittner & Hahs, based in Portland, and sits on Multifamily NW’s Board of Directors. Mr. Hahs has focused his practice on Oregon

Kennedy Restoration • Covering Your Bets: Emergency Preparedness Barb Casey has been the Marketing

Sequoia Equities • Winning is the Most Fun! – Leasing 101 I have been in property management for nearly 9 years, where I have held various hats ranging from Leasing Consultant to Area Manager. My recent experience has allowed me to oversee a $9 million renovation project with Sequoia Equities. The project was so successful that Slate Ridge Apartments in Vancouver received a National Award through the MHN for “Best Value Add Renovation” as an Honorable Mention. Additional awards include Community Manager of the Year in 2012; Training and Development Award in 2013; Community of the Year in 2013. I currently hold my Oregon Property Management License and am in the process of applying for my CPM.

Andy Hahs,

Bittner & Hahs, P.C.

continued on page 11

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Spectrum 2014 Instructors ...continued from page 10 and Washington Landlord-Tenant law and has conducted educational sessions about it throughout the area. He has been instrumental in the creation of Multifamily NW’s forms and has successfully guided property managers through the intricacies of Oregon’s and Washington’s Landlord and Tenant Act for years.

Ryan Hammock, CriterionBrock

• Understanding Your Floorcovering Needs & Expectations Ryan Hammock oversees all accounts in Oregon and SW Washington for CriterionBrock. He is a Portland native with over 7 years of multifamily industry experience and 15 years in sales and marketing. Ryan is dedicated to developing strong partnerships with clients and is no stranger to going the extra mile.

Ian Hintz,

Sherwin-Williams • Understanding Your Floorcovering Needs & Expectations Ian Hintz has served the multifamily property management industry for the past 12 years and has spent 5 of those years as a floorcovering sales rep. Ian has certifications in floorcovering training through both Sherwin-Williams and Mohawk Industries. Understanding the client’s needs is Ian’s primary objective – sometimes “the best” product is not the best fit for a given project. Taking the time to find the right solution, for the product spec, cost, style, look and long-term benefits/ effects is Ian’s primary role as a floorcovering representative.

Meghan Hill,

Guardian Real Estate Services • Your Vegas is Showing: Marketing Tips & Tricks Meghan Hill is the Director of Marketing for Guardian Real Estate Services. She leads marketing programs for the company’s corporate initiatives as well as the 12,000 residential units under management throughout the western region. Meghan brings over 10 years of real estate and multi-family marketing experience that includes work with new construction lease ups, conventional, affordable, student housing and senior housing communities. She is responsible for the development and implementation of multifaceted marketing programs that include branding and positioning, web systems and integration, print and digital marketing, social media, SEO, SEM, vendor relations, training program development, client services and public relations. She serves on

the company’s leadership management team and plays a key role in business development and lease ups. Meghan graduated with a Bachelor of Arts in Journalism from the University of Oregon.

Zach Howell,

Institute, and a Community Education Faculty Member at Portland Community College. In addition he is a nationally certified trainer and consults regionally with Multifamily NW, AHMA, NMHC, IREM, RHA, and is the Chair of the NW Maintenance Coalition.

Cascade Management, Inc.

Jennifer Jenkins,

• “What’s in the Envelope?” It’s Not Mail... Exterior Inspections for Capital Repairs Zach carries a Psychology degree from Oregon State University. He is a nationally Certified Apartment Maintenance Technician, Certified LEED GA, and Uniform Physical Condition Standards inspector carrying more than a decade of experience within the multifamily housing, development, and construction industries. Zach is a valued advocate for the Apartment Maintenance trade, serving as Subject Matter Expert for the National Apartment Association, Training Director for the Apartment Maintenance

• “Hedge Your Bets” - By Understanding Different Personality & Communication Style You Come Away A Winner! I have a Bachelor’s degree in English (double emphasis in Literature and Writing), which provided me with a broad base of communication, analytical and research skills. These tools have been invaluable in my career development, and when I am asked how often I use my degree, I am happy to say that I use it every day. I have more than 10 years’ experience working in the continued on page 12

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Spectrum 2014 Instructors ...continued from page 11 field of human resources, across all HR functions. I’ve worked for private sector companies ranging in size from 8 to 1,000 employees, companies with multi-state offices, companies that were experiencing fast growth, and in companies that needed to make cutbacks in services and staff in both HR Generalist and HR Manager capacities. I obtained my Professional in Human Resources certification in 2009. I believe HR is a service position. I joined Guardian in April of 2012, and enjoy being able to work in an organization like Guardian, which is truly dedicated to serving people. My current role at Guardian is as the HR Generalist and my primary responsibilities are Employee Relations, Training and Leave Administration.

Colleen Kettenhofen • How to Read Your Boss’s Poker Face – Secrets Your Boss Isn’t Telling You • “777” – Lucky 7 Ways to Make Difficult People Disappear

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• Increase Your Odds – Tune Up Your Team! Like a “boss whisperer,” Colleen Kettenhofen has the ear of hundreds of executives, managers, and supervisors. A highly sought-after speaker, Colleen has delivered over 1,100 entertaining keynotes and seminars before thousands in 48 states and five countries. She’s conducted in-

depth conversations with over 200 managers to find out job-critical secrets about employees that bosses don’t share easily. In straight-talk fashion, her new book, Secrets Your Boss Isn’t Telling You tells all, including direct comments from 11 top executives and CEOs. Why are Colleen’s programs so well received at conventions, sales and leadership meetings? A one-ofa-kind speaker, she blends humorous slice-of-life stories with valuable, actionable information that can easily be implemented immediately. An executive facilitator and frequent speaker, Colleen understands that many people are promoted to leadership positions based on their performance, but they haven’t had management training. The skills that got them promoted aren’t the ones they’re using to manage people. Colleen delivers proven strategies for getting your team on board to accept change in a positive upbeat manner, and she always stresses personal accountability.

Greg Knakal,

Princeton Property Management • All-In $$ - Profitable Income Strategies Greg has been in the Property Management industry for the last 20 years. He was the 2009 President of continued on page 13

Rental Housing Journal Metro • September 2014

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Spectrum 2014 Instructors ...continued from page 12 Multifamily NW and has been a member of the board for the last seven years. He is a current instructor for Multifamily NW and the National Apartment Association. For the last 12 years Greg has worked for one of the largest apartment management companies in the state of Oregon, Princeton Property Management as a Senior Portfolio Manager and Executive Board member. In 2008 Multifamily NW awarded one of the properties in his portfolio, Bull Mountain Heights Apartments, Property of the Year. He is responsible for supervising 22 properties and over 1,000 units. In the past, Greg worked for a national property management company, Trammel Crow Residential Services and also played a role as a Principal Real Estate Broker for a national real estate company. In addition, Greg owns and manages his own investment properties. He is a native Oregonian and holds a Bachelor of Arts degree in Communications from Lewis and Clark College. For fun Greg enjoys hanging out with his wife and four kids and enjoys playing and coaching sports.

Sylvia Loss, IDM

• Winning is the Most Fun! – Leasing 101 Over 14 years of experience in the property management industry with

strong determination to succeed. A dedicated leader with a proven track record to produce results in all aspects of her job description. She is a self-motivator, efficient in multitasking, detail oriented, and able to handle a fast paced environment. Both highly creative and competitive to enhance performance and sale skills, she also promotes high quality customer service that has branded her communities wherever she goes.

Heather Mallette, Riverstone Residential • Betting on 360-Degree Leadership • No Limit Closing Skills Heather is a certified professional trainer, speaker and coach, and a graduate of the Dale Carnegie Course. Nationwide, she has presented to audiences of hundreds, as well as small groups and one-on-one coaching. With specialty topics such as motivating employees, leadership, sales, and customer service, Heather is the owner and president of her self-named speaking company. As well she is a trainer for the John Maxwell Team, and presents training solutions for Riverstone Residential Group. She first joined the multifamily industry in New York, where she also co-chaired the Education Committee for the local continued on page 14

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Spectrum 2014 Instructors ...continued from page 13 tion and market analysis. She is also an active member in local industry housing associations—serving on several committees and providing educational presentations to onsite and corporate housing staff.

ence has been instrumental in his practice of consulting with clients on a wide range of landlord/tenant law issues.

Background Investigations

Aaron Matusick,

• Winning Big with Singles: Leasing Single-Family Homes Kristi Martin heads the Sales & Account Management team at Background Investigations, Inc., a company that specializes in comprehensive Tenant and Employment Screening. After obtaining a degree from Central Washington University in 1994, Kristi moved to Portland to hone her professional background in sales and corporate operations. Since joining Background Investigations in 2007, Kristi specializes in developing and maintaining client partnerships and identifying and implementing the best screening solutions for their needs, including criteria consulta-

• Washington Landlord/Tenant Law Aaron Matusick spent the first several years of practice developing practical, hands-on skills that help owners of business and real estate property succeed. Immediately out of law school, Aaron formed a real estate property development company that purchased commercial/ mixed-use buildings in Portland. Aaron worked directly with sellers, financial institutions, Portland Development Commission, leasing agents and others to redevelop the buildings, from asbestos-ridden blight to beautiful income-generating assets. Aaron’s hands-on experi-

• Crazy But True Stories: Handling Off-the-Wall PM Scenarios Anna S. McCormack has been a litigator with Warren Allen LLP since 2003. Ms. McCormack’s civil litigation practice emphasizes landlord’s rights, business disputes, and employment law. She has appeared in state, tribal, and municipal courts, as well as administrative and appellate proceedings. Ms. McCormack is committed to making the legal process understandable to her clients, and to finding practical and creative alternatives to litigation when possible. Ms. McCormack attained a B.A. summa cum laude from the University of Cincinnati in 1997, and earned her J.D. cum laude from the Northwestern School of Law of Lewis and Clark College in 2002.

NAA affiliated apartment association. Heather has over 15 years’ experience in property management, including on-site positions such as Tax Credit Manager, Leasing, Assistant and Property Manager.

Kristi Martin,

Bittner & Hahs, P.C.

Anna McCormack, Warren Allen LLP

Fair Housing Questions? We have the class for you! Presenting Fair Housing National Speaker: Nadeen Green “Free Range Fair Housing” This fair housing presentation has been designed to evolve organically and will not be caged within the confines of a PowerPoint presentation or a rigid agenda. Nonetheless, just as with any organic crop or free range animal, planning and care were necessary to ensure that this presentation is relevant, timely and healthy for your educational consumption. You will have the opportunity to learn about fair housing and why it is important to you, some of the common missteps and recent developments. You just may find that this organic approach will improve the quality of your understanding and compliance with fair housing laws. Fair Housing National Speaker: Nadeen Green, Senior Counsel with For Rent Media Solutions

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Pam McKenna,

Riverstone Residential • Are You Willing to Bet it All on What You Say? Nonverbal Communication Pam McKenna is responsible for a overseeing a portfolio consisting of over 10,000 apartment homes in the Inland Northwest. She holds experience with lease ups, dispositions, senior housing, and downtown high-rise and conventional gardenstyle communities. She also has expertise in areas including marketing, leasing, re-positioning, executing rehabilitation plans, achieving rapid and sustained leasing success and strong operating performance, as well as recruiting top talent. Active in the multifamily industry since 1997, Pam has successfully transitioned 46 properties in three states, maintaining relationships with clients including GE Capital Real Estate, UBS, Morgan Stanley, Broadreach Capital Partners, and private investors. Pam has been an active board member for Multifamily NW for over 12 years and currently serves as the President for the association. She attended Eastern Mennonite University, where she studied social work and psychology. Pam holds a real estate broker’s license in Oregon.

Karon Paul,

Guardian Real Estate Services • “Hedge Your Bets” - By Understanding Different Personality & Communication Style You Come Away A Winner! Karon began her career in Human Resources 25 years ago and has worked in a number of professional industries that include, Investment Management, High Tech, Retail and Hospitality, Healthcare, the Arts, and Real Estate Services. Her current position is as Vice President of Human Resources for Guardian Real Estate Services and oversees the all disciplines within HR, Benefits and Payroll. As a part of the Executive Management Team at Guardian, Karon is uniquely aware of and appreciates the opportunity to support the fact that “the business is as good as their people.” She has always been a believer that excellence in business starts with a company culture where people have strong communication strategies and understand the best way to communicate among the diverse personalities and work styles that make up an organization. To that end Karon enjoys sharing her years of experience in Human Resources and how understanding human behavior and communication styles can enhance personal and professional success. Karon attended Portland State University and graduated with a BS in Social Work, with a Post Bachelor Degree in Human Resource Management. She is a member of the Society for Human Resource Management, Portland Human continued on page 15 Rental Housing Journal Metro • September 2014

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Spectrum 2014 Instructors ...continued from page 14 Resource Management Association (PHRMA) and earned a Senior Professional in Human Resources Certification (SHRM).

Ryan Ridgeway,

Mission Rock Residential • Maintenance Tips for the Office Team Ryan Ridgeway started in the apartment industry in 1998 as a porter/groundskeeper. He currently oversees maintenance at Mission Rock Residential. His goal is to provide the highest level of service in the maintenance field that’s achievable in the industry. Ryan has the Certified Apartment Maintenance Technician credential and teaches plumbing, electrical and other maintenance classes. He is a veteran of the U.S. Navy and his specialties include: EPA, CPO, crime free, 5 star certification and natural gas certification.

Laura Rosales, Apartment Guide

• What Happens in Email... “Email Etiquette” Laura Rosales is currently an Industry Vendor with Apartment Guide. Laura was in the Apartment industry for approximately 19 years. Earning her Real Estate license in Texas in 1994 and completing her CAM courses in 2001, Laura worked for R.M.I. Property Management as a

Property Manager from 2000-2002, 2002-2004 Laura was the Regional Training Director for the Texas Region and 2004-2007 she worked as a Regional Property Manager managing over 3500 units and over 10 communities. Laura moved to Washington State in 2007 where she continued her career as a Regional Property Manager through 2011 with Aspen Square Management and with IPM as a Portfolio Manager.

Lisa Rose,

Riverstone Residential • Double Down on Your Customer Service Lisa Rose oversees a Riverstone Residential Group portfolio comprised of 46 communities and 9,500 apartment homes. Her background in managing high-rise urban and lease-ups, with an emphasis on creative marketing strategies, resident retention and exceptional customer service. Lisa has experience with various institutional clients including Prudential Real Estate Investors, Mill Creek, American Realty Advisors, Crow Holdings, Alecta, TIAA-CREF and ColRich. As a Vice President, Lisa works directly with Regional Managers to maximize operating performance throughout the Oregon portfolio; consistently achieving revenue goals. Lisa is curcontinued on page 16

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Spectrum 2014 Instructors ...continued from page 15 rently involved on the service committee with Multifamily NW and trains at the annual Spectrum Trade Event and Maintenance Fair. Additionally she has served on Multifamily NW committees including ACE Awards and Spectrum. Ms. Rose currently holds a Real Estate Broker license in the state of Oregon. With 15+ years tenure with Riverstone Residential Group other positions held include Regional Manager, District Manager, Senior Property Manager, Property Manager, Regional Yardi Trainer, ACE trainer, Assistant Property Manager, Leasing Manager and Leasing Associate.

Leah Sykes,

Bittner & Hahs, P.C. • Fair Housing: Reasonable Accommodations Leah Sykes was born and raised in Canada. Before coming to the United States for law school, she received the British Columbia Entrance Scholarship to her undergraduate Simon Fraser University. She also received a scholarship to attend Northwestern School of Law at Lewis and Clark College, where she received her law degree. Her areas of practice in the tri-county area place emphasis on landlord/ tenant law, employment law and civil litigation.

Joe Squires, Squires Electric

• Electricity Never Sleeps: Electrical Do’s & Don’ts Joe is the owner of Squires Electric, and has been in the electrical industry over 20 years. Joe has his Class A Oregon Electrical inspector license and his Washington Master electrical license and served as an electrician on board a nuclear submarine in the US Navy. Squires Electric proudly serves over 100 different property management companies in Oregon and Washington and performs over 2000 service calls a year within the industry.

Mark St. Pierre, Interstate Roofing

• Are You Willing to Bet It All on What You Say? Nonverbal Communication Mark St. Pierre has been involved in the roofing industry for over 30 years. He has served on the advisory committee for the National Roofing Contractors Association and has done training for hundreds of roofing contractor’s associations nationally. He currently heads up the Property Management team at Interstate Roofing here in Portland.

Sylvia Walker,

Princeton Property Management/A&E Landlord Services, LLC • Screening Do’s & Don’ts for Single-Family Rentals Sylvia Walker has been in the Property Management industry for the last 14 years. In 2010, Sylvia started a leasing company, A&E Landlord Services, LLC. She assists residential landlords in the Portland Metro area with their leasing needs i.e. advertising, screening process, collection of rents and deposits, and signing of all legal paperwork. She has been a member of Multi-Family NW since 2010. Sylvia currently works at Princeton Property Management as a full-time Portfolio Manager. She is responsible for supervising approximately fourteen properties in the Portland Metro area. She has an Oregon Property Management License and also owns and manages her own investment properties. She holds a Bachelor of Science degree in Business from Western Oregon University. Sylvia enjoys spending time with her family and friends.

Erlin Taylor,

A&G Rental Management • Single-Family Move-Out Procedures: From Walkthrough to Turnover Erlin has been in the property management industry since 1998. She was hired by Equity Residential Properties and since then has remained an active participant of residential management. Erlin holds her real estate license and became the “&” in A & G Rental Management in August 2008. A&G Rental Management LLC focuses on management of single family homes, condo's, plexes, etc. Since then the company has continued to focus on single family management and has recently added commercial management to their portfolio.

Wes White,

Riverstone Residential • Maintenance Tips for the Office Team Mr. White began his 18-year career with TCRS/Now Greystar/ Riverstone Residential Group as a groundskeeper. His skills were quickly recognized and he was moved into an Assistant Maintenance Manager position on 400 units. Mr. White was next promoted to Maintenance Manager, where he continued on page 17

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Spectrum 2014 Instructors ...continued from page 16 successfully worked side by side with TCR in the coordination and completion of a $3 million capital improvement project. Mr. White has overseen a construction project of decks and landings, as well as an extensive renovation of interiors on 354 units. Mr. White has helped research and coordinate material retrofits in the replacement of defective interior hardware and replacement of recalled sprinkler heads. Mr. White holds a 2 year accounting degree which allows him to easily interpret, formulate, and adhere to budget. Additionally, he has acquired a Turf management degree specializing in landscaping, trees, and sprinkler systems Mr. White currently holds a Washington state O7B class electrical license Mr. White continues to punch new development projects as a Senior

Maintenance Manager and has also coordinated the interior punch for Greystar/Riverstone Residential Group. Mr. White now manages and oversees the Deveraux Glen project of 506 units and is currently finishing an exterior paint project of 34 buildings.

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12% to 20% of the principle balance should be detailed in the note. If the property is 5 units or larger, it is considered a non-consumer transaction and not governed by federal Dodd Frank Laws. Sellers are often able to get a sale price premium, when offering seller carry back financing. The loan can have a balloon payment or can be fully amortized. Fifteen year fully amortized loans are a great option for owners liquidating in their mid sixties. The monthly payments to the owners would probably be between 40% and 50% of the current gross rents. The first ten years of retirement are considered the go-go years, with retirees traveling, golfing and pursuing activities that are relatively expensive. Usually, by their late seventies retirees slow down. A fully amortized fifteen year loan could provide the income for active retirees to pursue many of their dreams worry free. Just as you pay mostly interest in the beginning of paying on a mortgage, when financing a buyer, you collect mostly interest. Therefore, the principle of the loan is preserved for an extended period of time. It is important to review a buyer's credit report and financial strength, just as would any prudent banker. Once you sell the property, you don't want to foreclose and revert back to being a landlord. Put your-

self in the buyers' shoes and structure the deal so it is a win-win. If you know the property will need a new roof in the next couple of years, put it on before offering it for sale, Likewise, if a few units are ready for new air conditioners, replace them before selling. You can recapture the cost in your sale price. For generations, many people have funded their retirement and enjoyed their golden years by benefiting from seller carry back financing. It is one of the unique“ exit strategies” of real estate ownership. Jade Bossert has sold real estate in Arizona since 1979. She is an Associate Broker with Tierra Antigua Realty in Tucson and specializes in the sale of apartment complexes. Contact her at 520-797-6900 or tucsonrealestate@ mindspring.com

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Arizona Rental Housing Journal Metro • September 2014

RENTAL HOUSING JOURNAL METRO President Elizabeth Carpenter • President Elect John Sage • Past President Phil Owen • Vice President Robin Lashbaugh • Secretary Lynne Whitney • Treasurer Elaine Elsea • Office Manager Cari Pierce 10520 NE Weidler Portland, OR 97220 (503) 254-4723 • fax (503) 254-4821 info@rhagp.org • www.rhaoregon.org.

ait a minute here? Wasn’t it just Summer? Where’d those clouds come from? I’m not ready for another back to school commercial on TV. Argh! Like you, I’m not ready for summer to be over. Here at the RHA, we had a big

President’s Message: Back to School Already

Liz Carpenter RHAOregon President

coffee and donuts to their office to say thank you for all they do for our memberships. We’ve been busy, but like you, we’d rather have another month of summer. Education at the RHA is something that goes on 12 months a year. The summer months July thru

August bring fewer classes, but during the fall we get back into the swing of things with a long list of class options. The Landlord tenant law, understanding your decision point webinar, understanding renter’s liability insurance and certainly tenant screening are all scheduled this month. It takes just a few minutes to join our classes, but can make a vast difference making the right decisions for your business. Our staff and instructors are friendly, experienced, and we do something few other schools can brag about: We have fun. When you drive into our office, you’ll see our new branding on our new sign! You’ll see our new look in the office and the larger classroom/ meeting room space. All that work is to have our members not so much see newness, but feel what is happening at RHA. We have become a fully focused member service organization whose sole purpose is making sure our members succeed. For us at the RHA, education is fundamental. It is what we do, what sets us apart. Come in, take a look around, see your RHA in action. I know you’ll feel what we’ve worked so hard to create.

summer. We launched our new community room by having a party called Under A Starry Night here at the RHA headquarters. Then we had our annual picnic. Our board of directors started “Thank you events,” which is where we visit the companies who support us, by bringing

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Dear Maintenance Men: By Jerry L'Ecuyer & Frank Alvarez

Dear Maintenance Men:

Can graffiti scratched windows be repaired? I have a number of windows that have been scratched or etched by graffiti vandals. Replacing the window is very expensive. Do you have any recommendations? Jessie Dear Jessie: Yes, graffiti damaged windows can be repaired. It is often a two step process involving removing the scratches or etching with a buffing compound and using anti-graffiti film over the glass. Cerium Oxide rubbing compound is typically used with an electric buffing wheel for

getting the scratches or etching out of the glass. Cerium Oxide can be found on the internet, glass & stone shops or good hardware stores. 3-M makes a very good anti-graffiti film that can be used as preventive protection or as a sacrificial layer. If you decide to do the work yourself, be careful with the electric buffing wheel. Keep the buffing wheel moving over the scratches and never concentrate on one spot for long as it will burn the glass. Removing scratches from glass is a bit of an art and we recommend contacting a repair firm specializing in glass graffiti removal. Dear Maintenance Men: While getting a unit ready for rent, I painted the concrete patio

with flat concrete paint. The patio looks much better; however I am worried the surface may be slick when wet. Should I be concerned and what can I do about it now? Kristina Dear Kristina: Concrete patios can be slick when wet and more so after they have been painted. A simple solution is to use grit mixed in with the paint to give the concrete surface a bit of grip when walked on. Look for a clear non-slip polymer grip additive. The additive is mixed in with the paint or sealer and applied to the concrete with a roller. The polymer grit can be found at any hardware store in either the concrete or paint departments. Polymer grit infused paint can also

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be purchased if you do not want to mix in the grit. Avoid using silica sand or aluminum oxide; they both work, however they may change the appearance of the surface. Our recommendation for peace of mind would be to repaint the patio floors using the above information as a guide. Dear Maintenance Men: I have a number of patio decks coved in artificial turf. Because of the sun and use, the “turf” is looking worn and tattered. What can I do to make it look better? Do I need to remove the old turf before putting down new artificial turf or can I glue down over the old? How do I remove the old turf and is it difficult? If I want to go back to a natural surface, how do I remove the adhesive? KC Dear KC: Sounds like you have your work cut out for you! In order to get the new turf/carpet to look good on the deck, the old must be removed. The new turf/carpet will not stick to the old carpet and the old glue will need to be removed as well. If you have a small area of glued down turf/carpet to remove, use a hand scraper to pry the carpet off the surface. If you have a large area; use a roofing scrapper to quickly remove the carpet. The old glue can be removed using a scraper and applying an adhesive removal solvent or a heat gun. Never combine the heat gun and the solvent as the solvent is flammable. The solvent can be found at any hardware store and should be used in a well ventilated room. If you don’t want to use a solvent; use a heat gun to soften the glue and use the scraper to remove the glue. Both methods are messy and labor intensive; however the heat gun is the less toxic of the two. If you are not replacing the carpet and want to return to a natural surface; power sanding or media blasting may be needed to remove any trace of the glue. The surface will need to be sealed to complete the job.

Please call: Buffalo Maintenance, Inc for maintenance work or consultation. JLE Property Management, Inc for management service or consultation Frankie Alvarez at 714 956-8371 Jerry L’Ecuyer at 714 778-0480 CA contractor lic: #797645, EPA Real Estate lic. #: 01460075 Certified Renovation Company Websites: www. BuffaloMaintenance.com & www. ContactJLE.com www.Facebook.com/ BuffaloMaintenance

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RENTAL HOUSING JOURNAL METRO

Mind Your Business Tia’s Tips for better rental management By Tia Politi Damages, Depreciation, and Normal Wear & Tear

ssessing charges to a tenant’s deposit is fraught with peril for many landlords. What are damages? How do you calculate depreciated damages? What is normal wear & tear? These questions are common to our business as landlords and I hope that the following will help guide you in assessing fair and reasonable charges you are owed, without ending up losing a court battle because you assessed improper charges. Damages in the context of landlord-tenant relationships are related to actual failure of the tenant to take ordinary care; accidental or intentional acts of violence to the premises by tenants or guests; or unpaid ten-

ant charges related to the tenancy, such as rent, fees, and unpaid bills. Damage charges can also encompass items which a landlord chooses not to repair, loss of use of the rental dwelling during repairs (as long as repairs are performed in a “timely fashion”), and depreciated value of the rental dwelling as a result of tenant destruction. So, for example, say your tenant punched a hole in one of the walls. You can patch it so that it is useful for another tenant, but your property has suffered depreciated damage as the wall will never be the same unless you take a large section down to the studs and repair it properly. You may charge the full repair cost for this damage even if you choose not to fully repair it at this time. I had a tenant who moved in to a unit with brand new linoleum, and PGE_SpectrumAd_BW_5.pdf 1 8/30/2013 9:46:48 AM when she moved out a year later, we

discovered a large crescent-shaped burn in the new flooring. The owner chose not to replace the linoleum as it still had a lot of wear left in it, but we did fairly charge her as though we had replaced it. A tenant can also be financially responsible for failing to disclose repair issues that result in ongoing damage to the property from things like leaks; however, landlords can also bear at least partial responsibility if they fail to perform reasonable inspections during which damages could be noted and mitigated. So, if your tenant lived in your property for eight years and you never inspected, but discover a leak on move out that has completely rotted the kitchen floor, how is it reasonable to charge the tenant 100%? What is reasonable in a case like this is a difficult question to answer, but I always say that you should

imagine explaining yourself to a judge in court, which usually clarifies the issue to some extent. Depreciation is an honest attempt to assess charges for damages to a tenant while considering the age and prior condition of the damaged item. So, in one case, I had tenants who left two damaged items in the house they rented: the kitchen counter and the living room carpet. The counter was brand new on move in and absolutely perfect on move out except for a large circular burn adjacent to the cook top where apparently the tenant set a hot pan. As this was a laminate counter, there was no way to effect a repair and the entire counter needed to be replaced at a cost to the tenant of 100% using comparable materials. The living room carpet had been burned when hot coals had popped continued on page 22

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Rental Housing Journal Metro • September 2014

RENTAL HOUSING JOURNAL METRO

Mind Your...continued from page 21 out of the fireplace. There was no way to repair it; however, the carpet was six years old and had a lifespan of ten years under normal wear conditions. In this case, we charged the tenants 40% of the replacement cost of comparable carpet. You may not use a tenant’s responsibility for damage to upgrade your home at their expense. So, if we had decided to replace the living room carpet with a high-end wool carpet, for example, we would have gotten a bid for replacement of the normal carpet, charged that amount and the owner would have absorbed the rest. If you’re not sure what a fair charge is for a specific repair, contact an experienced contractor for advice. Normal wear and tear first of all, depends on the length of the tenancy. In a tenancy of 10 years, there will be much more wear and tear than there would be with a tenancy of only one

year. Other factors would include the number of residents or animals living in a unit, the quality of the materials used in the property, the condition prior to move in, and the age of things like carpet and paint. A good interior paint job can be expected to last 5-7 years, with some minor touch ups between tenancies. The lifespan of flooring depends on its quality as well. Your average carpet can be expected to last between 7-10 years (or more for high quality carpet) of normal usage. Hard flooring can have a lifespan of 7-25 years, again depending on quality. Normal Wear & Tear – Includes, but is not limited to: • Minor scuffs on floors or trim • Nicks on corners of walls • One or two pictures holes on walls

• Minor scratches around knobs or handles • Wear patterns in flooring in hightraffic areas • Dingy paint (depending on lifespan of paint & tenancy) • Cupboard finish deteriorating • Caulking • Broken window seals • Aged fixtures • Replacement seals on appliance doors • Mold/mildew/peeling paint related to failure of housing components such as fans, leaky window, leaky roof • Damage to floors, counters, etc., from poor caulking Damages – Includes, but is not limited to: • Filth, grime, staining, trash inside or out • Gouges/scratches/burns/stains on floors, trim, counters, appliances, cupboards, walls, ceilings, etc.

• Dented metal doors • Ripped, gouged, stained or frayed flooring • Unauthorized tenant “improvements” • Urine/feces • Unkempt yard • Broken globes or wrong wattage bulb in fixture that causes it to fail • Broken shelves, door guards, drawers on appliances • Mold/mildew related to tenant lifestyle (lack of ventilation, heat, circulation) Figuring out what is fair for each situation is at best an imperfect science. So, be reasonable and act in good faith and you should avoid many troubles. Please call the Help line if you need assistance with a specific situation. Tia Politi, ROA Board Member, Rental Owner, Lead Property Manager at Acorn Property Management

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RENTAL HOUSING JOURNAL METRO

Five Ps for Your Social Media Marketing Success By: Jeremy Juhasz Small businesses and nonprofits face a different set of circumstances when it comes to social media marketing than their larger for-profit counterparts, namely, smaller budgets, fewer employees and a greater priority on traditional forms of marketing. For those charged with marketing, the biggest first step toward making social media an integral component of the plan may be convincing your organization. Despite widespread use of social networks for personal connections, the leadership of smaller organizations often questions its effectiveness as a marketing tool and whether they’ll see a return on their investment. I’ve developed and implemented social media strategies for a variety of organizations -- for-profits, nonprofits, and individuals. For all of them, I’ve discovered, when it comes to social media, it’s important to remember the 5 P’s: Plan Identify what you hope to accomplish and create a strategy to take you there. Too many nonprofits and small businesses dive into social

media because they “have” to and don’t consider a plan of action before they do so. Make a list of what you want to accomplish. Is it to gain more donors? Get a higher attendance at your annual fundraiser? Increase sales? Make it a priority to identify goals so you can create the social media strategies for meeting them. Patience Nothing happens overnight. It takes time to develop relationships and establish credibility with your brand and your target audience. Over time, events and a steady pace will win out. Rushing leads to mistakes. The type of patience I’m referring to is a long-term mind-set. When day-to-day activities seem arduous and, at times, unfulfilling, know that each day builds to the greater goal. March on. Persistence You must be stubbornly committed to your goals and your strategy. Keep plugging away and give your plan a fair amount of time and analysis before you pull the plug. If you know the plan is a good one, it’s not a good ideas to panic and change

course simply because you’re not seeing results as quickly as you’d like. That said, circumstances change, not every strategy works, and you need to also be willing to recognize that it is time to try something new. Be persistent in implementing your plan and in monitoring whether you’re reaching the objectives that will take you to your goal.

track of what’s most important. Take the time to identify those tasks critical to your success and make them a priority. You can succeed with social media even if your organization doesn’t have the brand recognition of a multi-billion dollar corporation. If you remain even-keeled and set realistic goals, the return on investment will follow.

Pay (what you can) These days, especially on Facebook, it’s a pay-for-play landscape. Pay where you can, if you can. The results can provide the spark you need to drive a specific campaign or to increase your overall visibility to your target market. It can also be a very affordable alternative to other digital advertising options.

Jeremy Juhasz is a social media strategist at EMSI Public Relations and a panelist for the Tampa Bay Marketing Summit, (www.tampabaymarketingsummit.com) on Aug. 8. Jeremy has years of experience managing social media marketing for the nonprofit sector, including launching social media and online strategies for Feeding America Food Bank and Goodwill affiliates. His multi-media background includes work as a newspaper reporter and as a marketing professional. He’s a graduate of Alfred University and attended Kent State’s School of Communication and Information, public relations.

Prioritize I can’t stress enough the importance of time management. If your marketing staff consists of only one or two people, it’s essential that you stay on top of your social media strategy by prioritizing your quarterly, monthly, weekly and daily objectives and goals. Nonprofits and small businesses face countless new daily challenges. Sometimes we lose

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By Ernest F. Oriente, The Coach {Article #221…since 1995}

uring the course of your professional career as a property management executive, building new compensation plans will be one of the most important projects you ever undertake. In fact, this project has the potential to be an explosive issue for your team of SuperStars and must be designed with great care. The information in this article will outline three important steps for building powerful compensation plans and will share many secrets for your success. When a compensation plan is built right, your team will love you and your company success will soar! Gathering information and setting objectives: Start by evaluating your current compensation plans to see how closely it aligns with the critical success factors for your property management company and your historical financial performance. Next, review what percentage of each person’s compensation is salary versus commission/bonus and compare this to competitive positions within the geographical locations you manage. Lastly, develop specific compensation objectives, such as: performance to budget or goals, occupancy for each apartment com-

munity, fiscal performance of this quarter compared to the same quarter last year, resident retention and/ or resident satisfaction surveys. Tip From The Coach: Remember, each person on your property management team must see a direct connection between their efforts and their compensation plan. In addition, how you define the objectives for your compensation plans will be a direct reflection of the exact individual or team performance you will receive. Developing performance measurements and plan options: Once you have defined your compensation objectives, the next step is to determine how you will measure performance. For instance, will your new compensation plan reward individual performance, team performance or a blend of both? In addition, your compensation plans should also consider how often commissions/bonuses will be paid and what will be the impact if an individual or your team does not meet or exceed their compensation objectives. Next, design several compensation models on a spreadsheet so you can see how annual compensa-

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tion will vary as you change or modify the performance/pay variables. In addition, calculate the range of income your SuperStars will be able to earn over the next 12 to 60 months. Lastly, test and run your historical results through your new compensation plans to verify performance levels and income expectations. Tip From The Coach: Some of our property management clients like to confidentially share preliminary compensation models with just a few SuperStars in their company to gather some additional insight before finalizing their new compensation plans. In addition, some of our clients will grandfather the compensation for their current team but all newly hired team members will be paid based on the new compensation plan. Remember, there is no such thing as a perfect compensation plan, but there is a compensation plan that is well-suited for your property management company. Lastly, just because a compensation plan has worked in the past, does not mean it will work in the future as the property management profession is changing and evolving rapidly. Selecting and evaluating your

options: Once you have tested your compensation plans for accuracy and performance expectations, select the plan that most closely aligns with your company objectives. Sometimes it can be helpful at this point to have another set of eyes, outside of your property management company, review your new compensation plan to ensure it’s clear and reasonable. Next, consult with your internal resources to be certain they can design and produce the information required by your new compensation plan. In addition, your team will need a written description of their new compensation plans and a financial spreadsheet detailing exactly how this compensation will impact them over the next 12 and 24 months. Tip From The Coach: Once you have presented your new compensation plan to your property management team schedule a monthly appointment over the next six months to vigorously review and evaluate the results. In addition, ask for feedback on your new compensation plan and swiftly address any problems you or your teams discover. Continued on page 26

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Rental Housing Journal Metro • September 2014

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Pam McKenna Multifamily NW President

16083 SW Upper Boones Ferry Road, Suite 105, Tigard, OR 97224 503-213-1281, 503-213-1288 Fax www.multifamilynw.org

How to Keep Your Competitive Edge By Pam McKenna President, Multifamily NW This is a great time to be in the multifamily industry with strong rent growth, an increasing demand for apartment living, and new developments under construction in multiple regions. It is during the strong upturn that we need to be ready for what is ahead in the years to come. You not only want to make the most of how well things are going now but you want to be sure your business is prepared to sustain growth in the market. This September, Multifamily NW offers the Spectrum Educational Conference and Trade Show. At this conference you can attend valuable educational classes that will provide insight on how to stay ahead of the game. More than thirty experts from

the industry will share their knowledge and insight with you. You can learn marketing tips that can set you apart from the rest. Tune up your leadership and communications skills. Learn maintenance tips for the office team. Choose from several fair housing classes, from fair housing for maintenance to reasonable accommodations or medical marijuana. Don’t miss out on the Oregon or Washington Landlord/Tenant Law classes packed with valuable information. Develop your financial management skills or learn ways to avoid expensive mistakes from human resource. Enhance your sales skills and increase your customer service skills and much more. And don’t forget you can earn 1 CEU credit per class towards your continuing education credits. We will feature Colleen Kettenhofen, an award winning

national speaker, author and workplace and leadership expert. “Colleen offers powerful advice and eminently practical steps for both managers and employees looking to improve their professional performance and their lives!” Richard Jallichandra, CEO Technorati Media. This one-of-a-kind speaker blends humorous slice-of-life stories with valuable and actionable information on how to bounce back higher. And she shows how to implement this advice quickly and easily. On the trade show floor, you can visit any of the 150 industry supplier booths and learn the latest trends in products, services and technology. This one-on-one face time provides opportunities to network with suppliers you can partner with and oth-

ers in the industry to share best practices. So who attends this event? Over 1,200 property managers, landlords, leasing associates, maintenance professionals, property owners, investors, property management personnel, marketing specialists and individuals looking to stay ahead of the curve. This is the event you won’t want to miss for 2014. Registration starts at 8:00 AM and General Session is at 9:00 AM September 18th, 2014 at the Oregon Convention Center Visit http://www.multifamilynw. org/ to register. I look forward to seeing you there!

Multifamily NW

Upcoming Educational Opportunities September 9, 2014 9:00 AM - 5:00 PM CAM: Fair Housing (Portland, OR)

Apartment Report Breakfast Mark your calendar for the Fall 2014 Apartment Report Breakfast on Wednesday, October 15, 2014 at the Multnomah Athletic Club from 7:00am-9:00am. Our distinguished panel of speakers will review the results of the latest Apartment Survey and share their valuable insights concerning various metropolitan markets. Multifamily NW would like to express appreciation to everyone who participated in the latest survey. Your cooperation makes this the most comprehensive study of its kind in the area.

Time: 7:30am to 9:00am Date: October 15, 2014 Location: Multnomah Athletic Club 1849 SW Salmon St. Portland, OR 97205

Individual Registration Member $40 Non-member $50 Register at multifamilynw.org

September 12, 2014 12:00 PM - 1:00 PM It's the Law Lunch Time Series: Habitability Disputes: From Mold to Make Believe (Portland, OR ) September 18, 2014 8:00 AM - 5:00 PM Spectrum Educational Conference & Trade Show (Portland, OR)

September 30, 2014 9:00 AM - 12:00 PM 10 Common Fair Housing Mistakes to Avoid (Eugene, OR) October 10, 2014 12:00 PM - 1:00 PM It's the Law Lunch Time Series: Changing Ownership - How To Handle Transitions Into or Out of Properties (Portland, OR) October 15, 2014 7:30 AM - 9:00 AM Fall 2014 Apartment Report Breakfast (Portland, OR)

September 25, 2014 1:00 PM - 4:00 PM LARRC-Law and Rule Required Course (Eugene, OR)

October 16, 2014 4:00 PM - 7:00 PM COC Laser Bowling Party (Bend, OR)

September 29, 2014 9:00 AM - 4:00 PM CAM: Marketing (Portland, OR)

October 21, 2014 12:00 PM - 4:30 PM MWV Luncheon: OR Landlord/Tenant Law Part 1 - Move Ins and Start of Tenancy (Salem, OR)

September 29, 2014 1:00 PM - 4:00 PM 10 Common Fair Housing Mistakes to Avoid (Corvallis, OR)

October 23, 2014 7:30 AM - 9:00 AM SWV Apartment Report Breakfast (Eugene, OR)

Please note registration begins at 7:00am and the breakfast promptly at 7:30am. Registration is required—seating is limited. Registration fees are non-refundable. Registrations within 5 days of the event are subject to availability and an additional $10 charge.

Sponsored by: 16083 SW Upper Boones Ferry Rd. Ste. 105 Tigard, OR 97224 ph: 503-213-1281 fx: 503-213-1288 info@multifamilynw.org

Advertise in Rental Housing Journal METRO Circulated to over 20,000 Apartment owners, On-site, and maintenance personnel monthly. Call 503-221-1260 Rental Housing Journal Metro • September 2014

RENTAL HOUSING JOURNAL METRO

The Coach ...continued from page 16 Want to hear more about this important topic or ask some additional questions about how to build powerful compensation plans? Send an E-mail to ernest@powerhour.com and The Coach will E-mail you a free PowerHour invitation. Ernest F. Oriente, a business coach/ trainer since 1995 [31,500 hours], serving property management industry professional since 1988--the author of SmartMatch Alliances™, the founder of PowerHour® [ www.powerhour.com ], the founder of PowerHour SEO [ www. powerhourseo.com ], the live weekly PowerHour Leadership Academy [ www.powerhourleadershipacademy. com/pm ] and Power Insurance & Risk Management Group [ www.pirmg.com ], has a passion for coaching his clients on executive leadership, hiring and motivating property management SuperStars, traditional and Internet SEO/SEM marketing, competitive sales strategies, and high leverage alliances for property management teams and their leaders. He provides private and group coaching for property management companies around North America, executive recruiting, investment banking, national utility bill auditing, national real estate and apartment building insurance, SEO/SEM web strategies, national WiFi solutions [ www.powerhour.com/propertymanagement/nationalwifi.html ], powerful tools for hiring property management

SuperStars and building dynamic teams, employee policy manuals [ www. powerhour.com/propertymanagement/ employeepolicymanuals.html ] and social media strategic solutions [ http:// www.powerhour.com/propertymanagement/socialmedialeadership.html ]. Ernest worked for Motorola, Primedia and is certified in the Xerox sales methodologies. Recent interviews and articles have appeared more than 8000+ times in business and trade publications and in a wide variety of leading magazines and newspapers, including Smart Money, Inc., Business 2.0, The New York Times, Fast Company, The LA Times, Fortune, Business Week, Self Employed America and The Financial Times. Since 1995, Ernest has written 225+ articles for the property management industry and created 400+ property management forms, business and marketing checklists, sales letters and presentation tools. To subscribe to his free property management newsletter go to: www.powerhour.com. PowerHour® is based in Olympic-town…Park City, Utah, at 435-615-8486, by E-mail ernest@powerhour.com or visit their website: www.powerhour.com

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Rental Housing Journal Metro • September 2014

RENTAL HOUSING JOURNAL METRO

Benefits of Hiring a Property Manager ...continued from page 3

clients, it just makes practical sense to know how your property is performing on a monthly basis. Marketing of vacant units: Property managers have a deeper pool of tenants looking for rentals, enabling them to rent units faster than an individual owner can. It is good to find a company that invests in its website and search engine optimization (SEO) to find as many tenants as quickly as possible for their clients. However it is good to diversify your presence with a wide variety of digital and traditional advertising including our website which easily guides prospects to our available units. vFlyer pushes out gorgeous digital flyers to many welltrafficked rental websites such as Craigslist, Hotpads, Zillow, Trulia and more. We also upload flyers to Postlets, Rent.com, etc. Good property signage draws many inquiries as well. Tenant discrimination: Property managers are focused on equal housing opportunity. They do not discriminate on the basis of race, national origin, color, religion, sex, familial status, handicap, source of income or sexual orientation. This protects the landlord from federal, state, county and city fair housing investigations and litigation. Watching Your Property:

Property managers have local offices so they can take care of your property and your interests when you are not available. Compliance with laws: Property managers work hard to comply with the many federal and state laws. In that vein they have hundreds of forms that meet current regulations that are used in the day to day operations of managing properties. Value: Property managers deliver a huge value for the small amount they charge. They pay for themselves every day the investor owns the property. Choosing the right property manager Making the decision to manage a single family property is not easy. If you have the time and skills it clearly makes sense to manage your own property, but it is challenging and you would want to become a member of a local landlord association to stay on top of the ongoing business changes. If you don’t have the skills, consider hiring a property manager.

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Rental Housing Journal Metro • September 2014