Rental Housing Journal Metro January 2016 by Professional Publishing, Inc

Rental Housing Journal Metro

January 2016

3. Desire to Buy Strong Despite Affordability, Economic Concern

10. How to Take Care of HVAC Systems and Prevent Disease

14. Change Your Behaviors to Become a More Inspiring Leader in 2016

5. Welcome to 2016!!!!

12. Dear Maintenance Men – Pests & Prevenative Care

15. Ask the Secret Shopper – Attracting New Renters

7. Creating Vision in a Rapidly Changing Industry

16. 4 Faces of Leadership and the Importance of the Vision Thing

www.rentalhousingjournal.com • Professional Publishing, Inc

Portland/Vancouver

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

Delivering a Dynamite Digital Experience: Best Practices for Satisfying the Needs of the Multifamily Wi-Fi Lifestyle By Eric Markow

Build Community in Three Steps By Jen Piccotti, SVP Education and Consulting, SatisFacts and ApartmentRatings.com

s an industry, we’re consistently focused on developing a sense of community. A critical budget line item is Resident Events. And yet, participation in our pizza parties, breakfast-onthe-run, Disney movie sing-alongs, or Super Bowl viewing parties are minimal, at best. To make matters worse, when asking residents about their satisfaction with “Sense of Community,” the national average is 3.40 on a 5-point scale. That translates to a “Warning” classification on our rating scale. Ouch! Lately, as we’ve been presenting workshops and seminars, we poll the audience by asking, “As you think about the upcoming weekend, how many of you are looking forward to hanging out with your neighbors?” The typical response from a room full of around 150 people is 3 or 4 raised hands. After a year of conducting these non-sci-

entific experiments, we feel convinced that what we’re seeing in the classrooms is not very different from what you’re seeing on-site. Yet why are we convinced our residents feel any differently? According

to the 2015 SatisFacts Index, when asked why residents weren’t “Very Likely” to renew, “Neighbors” was in the top 5 rea...continued on page 4

Do-it-Yourself Landlords May be Working Below their Paygrade

remendous New Opportunities for Property Owners Many apartment buildings, housing sub-divisions, and other contained communities have driven incremental revenues by creating interesting services for their residents, including newsletters, events, parties, and interest groups. Today’s property owner can take this concept to an entirely new level. By bringing high-speed connectivity to the Internet into your property you can distribute it to every unit under complete control. ...continued on page 9 Professional Publishing Inc., PO Box 6244 Beaverton, OR 97007

he economic conditions of recent years have led many Americans to look to the real estate market for investment opportunities. Considering there are now nine million more renters than there were a decade ago and rental PRSRT STD US Postage PAID Portland, OR Permit #5460

rates continue to increase, now may seem like the time all those property investors have been long awaiting, right? Unfortunately, what many property investors fail to realize is the high cost and demanding lifestyle that ac-

companies their investment if they choose to self-manage as a do-it-yourself (DIY) landlord. Approximately 80 percent of investors who lease single-family residences manage their property themselves, subsequently taking on the responsibilities of rent collection, regular property inspections, tenant issues, repairs, maintenance, and occasional legal action. Real Property Management, a national property management franchise, released findings that suggest many DIY landlords may be working below their pay grade, spending too much money and time managing their rental properties, and ul...continued on page 6

Advertise in Rental Housing Journal Metro Circulated to over 6,000 apartment owners, on-site and maintenance personnel monthly. Call 503-221-1260 for more information

Rental Housing Journal Metro

IT’S JUST SMART BUSINESS

“

We’ll save over $73,300 each year in utility bills and maintenance costs because we upgraded our elevators’ motors and controls. Plus, Energy Trust of Oregon gave us over $100,000 in cash incentives just for upgrading.

”

Chris Massey, director of plant operations Willamette View Continuing Care Retirement Community, Milwaukie, Oregon

Get more from your energy. To learn more visit www.energytrust.org/multifamily or call 1.877.510.2130. Serving customers of Portland General Electric, Paciﬁc Power, NW Natural and Cascade Natural Gas.

SUCCESS STORIES ABOUT MULTIFAMILY PROPERTIES Energy Trust has helped hundreds of multifamily property owners and managers get more from their energy by saving them thousands in operating costs and improving their bottom lines.

Rental Housing Journal Metro · January 2016

Rental Housing Journal Metro

Desire to Buy Strong Despite Affordability, Economic Concerns

lthough only half of surveyed households believe the economy is currently improving, nearly all young renters eventually want to buy a home, and a convincing majority still view homeownership as part of their American Dream, according to a new quarterly consumer survey released today by the National Association of Realtors®. Additionally, a newly-introduced index tracking the financial outlook of households found that compared to earlier this year an increasing share believes their personal financial situation will improve in the months ahead. NAR’s inaugural quarterly household survey, Housing Opportunities and Market Experience (HOME), tracks topical real estate trends, including current renters and homeowners’ views and aspirations regarding homeownership, whether or not it’s a good time to buy or sell a home, and expectations and experiences in the mortgage market1. New questions may be added to the survey each quarter to reflect timely topics impacting real estate. The HOME survey data reveals that an overwhelming majority of current renters who are 34 years of age or younger want to own a home in the future (94 percent). Overall, 83 percent of polled renters have a desire to own, and 77 percent believe homeownership is part of their American Dream.

Lawrence Yun, NAR chief economist, says the survey’s findings debunk the notion that young adults aren’t interested in buying a home. “Despite entering the workforce during or immediately after the worst of the financial and housing crisis, the desire to become a homeowner appears to be a personal goal for a convincing majority of young renters,” he said. “Furthermore, there appears to be sizeable, pent-up demand for buying that currently remains untapped because of a variety of economic and personal reasons impacting many households.” The top two reasons given by renters for not currently owning was the inability to afford to buy (53 percent) and needing the flexibility of renting rather than owning (19 percent). When asked what would likely be the main reason for buying in the future, renters cited lifestyle considerations such as getting married, starting a family or retiring (33 percent) and an improvement in their financial situation (26 percent). “A combination of factors such as rising rents and home prices, limited supply, repaying student debt, and getting married and having children later in life has more to do with the currently underperforming share of first-time buyers than the idea that buying a home is not as desirable as it used to be,” adds Yun.

Households lukewarm about the U.S. economy Among all households (renters and homeowners) in the survey, the results highlight a split between those who agree the U.S. economy is on the right track and those who disagree. Only half of respondents believe the economy is currently improving, and 44 percent think the economy is actually in a recession. Renters were only slightly more optimistic about current economic conditions, with 57 percent believing the economy is improving. Regardless of their confidence in the U.S. economy today, over three-quarters (76 percent) of those who don’t think the economy is improving still want to eventually buy a home. “The promising stretch of job creation in several parts of the country in recent

years has the housing market in 2015 on track for its best year of sales since the downturn,” says Yun. “However, that only half of surveyed households believe the economy is improving can be attributed to the fact that some areas have been slow to recover and wages have yet to grow in a meaningful way for far too many families.” Adds Yun, “With roughly 26 million more people in the U.S.2 compared to the peak year of home sales in 2005 (7.08 million), the pace of existing sales would likely be more robust if not for the economy’s subpar growth since the downturn and wage gains that have failed to keep pace with rents and home prices.”

...continued on page 8

How much does the job pay?

How much

SHOULD it pay?

Help us find the answer! Take our 4 minute salary study survey

www.RHJsalary.com Rental Housing Journal Metro · January 2016

Rental Housing Journal Metro

Building Community ...continued from page 1 sons. And when asked what could be done to improve the community, “Better Residents” ranked in the top ten. Let’s face it, residents are not welcoming each other to the community with goodie baskets and borrowing cups of sugar – the “love” is just not there. For added confirmation, we look to our data and an in-depth analysis of surveys from over 1.6 million residents. What we see is that when residents are evaluating “Sense of Community,” they’re not expressing their desire to become best friends with their neighbors or even having more or better events. When residents are evaluating sense of community, they are actually evaluating their relationship with you, the property team. They’re thinking about how connected they feel to those who care for and maintain the community, not the population that makes up the community itself. So, how do we build that connection?

1. Be the Go-To Guy or Gal. Ideally, everyone on staff should have the ability to provide assistance to any resident, but it’s such a luxury to be able to get in contact with your “go-to” person, A “go-to” already knows your back story, they know what’s already been done or what your particular challenges are. As Lisa Giedd, of The Bluffs at Nine Mile Creek (Dominium) shared as a best practice, “If a resident asks for a specific team member or the manager, do what you can to connect them with that team member. Even if someone else was able to answer the question or resolve the issue, the resident will mostly remember that the team member or manager was not available to them.”

2. Expect the Best One of the best pieces of advice I ever received from a supervisor was, “Go into the meeting expecting that it will go well. 9 times out of 10, it will.” It’s a self-fulfilling prophecy. If you expect that a resident meeting or call is going to be a disaster, it probably will be. But if you anticipate your own ability to provide a good resolution and that the resident will walk away feeling good, then most likely that will be the outcome. Relationships with residents, like all other relationships, are built on communication and shared experiences, which can lead to trust. Give them reasons to love you, believe in your ability to work well with them, and enjoy the result. 3. Dress to Impress Residents want to be proud to show off their home to friends and family. Now, more than ever, the appearance and condition of common areas is being evalu-

LOWEST PRICES GUARANTEED!

ated when a person chooses to rent or to renew. Be obsessive about neatness and tidiness. Ensure walkways are swept, trash cans are emptied, cobwebs are brushed away, and bare dirt is attended to. Your community doesn’t need to be brand new to look well kept. The same goes for you and your entire team. You’re part of the scenery, so take pride in how you present yourself. Clothing should be clean and pressed. Your hair and nails should be neatly groomed. Are your residents excited to walk their guests around the community? Are they excited to introduce them to you (or do they steer them away)?

goal of the team connecting with the residents. Require team participation, and set a goal of getting to know at least 5 residents you haven’t spoken with before. Residents don’t “just” leave apartments. They most often leave people. Because our business is built on relationships, our ability to build those relationships is going to determine the big winners and the colossal losers in our industry. “Sense of Community” = “Sense of Connection with the Staff.” Build your relationships one resident at a time and you’ll suddenly find you’ve built a thriving community! About the author: Jen heads up client support for SatisFacts and ApartmentRatings.com, by developing dynamic, practical and effective educational programs and resources, conducting resident feedback analysis, directing customer experience re-design, and providing digital strategy coaching. Jen has over two decades of customer loyalty and process eﬃciency experience. A noted author, keynote speaker and highly followed blogger in the multifamily industry, Jen has spoken at such events as the NAA Education Conference, NAA Education Institute (NAAEI), AIM: Apartment Internet Marketing, and the Multifamily Social Media Summit. Contact Jen at jpiccotti@satisfacts.comw

The point of this article is not to get you to scrap your event calendars or do away with contests and opportunities to celebrate what makes your community a great place to live. However, instead of planning events strictly to connect residents to each other, plan events with the

FIND EVICTIONS

STESSFUL? Landlord Solutions Inc. can help!

LARGEST SELECTION... • Knowledgeable, experienced staff • Personal account managers • 7 day delivery & set-up • Free haul away of old appliances • Coin-Op laundry/Commercial Grade • Special pricing on mattresses and HDTVs

APPLIANCES • MATTRESSES • HDTVs

Let us lower your stress level. We make your management job easy! Our services include: Full FED Service

503-242-2312

Servicing the Property Management Industry for over 30 Years

Landlord Solutions Inc.

Phone 503-288-0221 Fax 503-281-5644

Mon - Fri 8:00AM to 5:00PM 4

Tony Kavanagh

Pat Jennings

40 years experience

35 years experience

First Appearances Small Claims

evict@landlord-solutions.com

Serving Oregon and Washington since 1997, LSI is a proud member of Rental Housing of Oregon Alliance and Multifamily NW

Rental Housing Journal Metro · January 2016

President: John Sage • President Elect: Ron Garcia | Past President: Elizabeth Carpenter Secretary: Lynne Whitney | Treasurer: Elaine Elsea | Oﬃce Manager: Cari Pierce

John Sage, RHA Oregon President

Welcome to 2016!!!!

hope that each and every one of you has a Happy New Year!!! RHA Oregon had a wonderful, exciting and busy 2015. Way back in January of last year, I first took oﬃce as President of this amazing organization. Thankfully, I am blessed to have board members who are dedicated to serving RHA Oregon, and knowledgeable with many different skill sets to draw upon when needed. As the year progressed we found the need to tap into quite a lot of those different skills. Running your own business you know the many different hats that you have to put on, on a daily basis. So you can image the variety of skills that are required to run an organization like this. “Hats Off ” to our board members for everything that they did this last year to make it a wonderful experience. Also, I would like to say “Thanks “to our members for their support and commitment to being involved in their communities and providing quality affordable housing. Our members came out and supported our “Starry Night” event in July of this year, raising enough money to sponsor getting another homeless family off of the streets. RHA Oregon partners with JOIN for this event and we serve lunch at JOIN’s location on 81St Avenue once a month. Our Annual PICNIC at Oaks Park was a success and had the largest attendance that we have had in sometime. Alita Dougherty was the chair for this event and will be chairing the event in 2016. Great job Alita,

we are all looking forward to this year’s picnic. We also had a great time with good food and conversation at our Christmas party in December. We installed our new Oﬃcers and directors for this year’s board. Much of our time in the last year has been spent keeping up with changes that the City of Portland has been making in their effort to increase rental housing. So what is happening this coming year? 2015 was an interesting year for property owners in Oregon and 2016 is starting out to be just as interesting. With the upcoming Legislative “Short” session starting in February, things will probably get even more interesting. There will be bills introduced for minimum wage, inclusionary zoning, and changes to notices. What

Cordero Painting is a full-service family owned painting contractor in business since 1995. We proudly serve the Portland/Seattle area. We are commited to quality workmanship for a fair price with a full guarantee.

Our Services: Interior & Exterior Painting Accent Walls Pressure Washing Gutter Cleaning Countertop Resurfacing Tub and Surround Resurfacing Drywall repairs

Commercial and Residential Visit us at www.corderopaintinginc.com or call us at 503-848-7788 Rental Housing Journal Metro · January 2016

other changes may be coming? We will just have to keep our eye and ears open to find out. As always our lobbyist Cindy Robert is working to keep us abreast of any legislation that could affect our businesses. Board members Phil Owen, Jim Herman, and Jerad Goughnour also attend various committee meetings during the month and keep us informed. Be sure to check your emails and our website for information concerning any upcoming changes or meetings. Always remember that a democracy depends on an informed and motivated public. We all need to be involved. Well, I didn’t want this first message of the New Year to be a call to action or a discourse on politics. Our industry is

10520 NE Weidler, Portland, OR 97220 (503) 254-4723 • Fax (503) 254-4821 info@rhaoregon.com • www.rhaoregon.org

seeing some challenges and changes. We have to be ready to get involved and make our voices heard or we can sit back and let things wash over us and then pick up the pieces and move on. I choose to get involved and help to shape the decisions being made in City Halls across the state and in Salem. It isn’t easy!! We have families, businesses to run, properties to take care of and a myriad of other things demanding our time. I urge you to find a way to get involved. Whether it is being a part of a committee at RHA Oregon, donating money to support a worthy cause, find something that gets you involved and do it. Thank you from the bottom of my heart for the honor of being President of RHA Oregon for the last year. It has been a lot of work and it was time well spent!! I am looking forward to the rewards and challenges that the coming year will bring. To each and every one of you a safe, happy and wonderful New Year!!

Sincerely, John Sage President RHA Oregon Stegmann Insurance Agency Inc.

Ultimate Cleaning Solutions specializes in apartments move-in and move-out cleaning services. We will make sure that your vacated apartment or rental property is ready for the next client. First impression is important and therefore, our goal is to help you show your prospective client a polished, clean and inviting apartment! Ultimate Cleaning Solutions can make a vacant apartment, or office “move-in” ready by cleaning everything from top to bottom. You can feel confident that we are busy returning your rental to showcase condition. We are ready to help you! Our services include move in/move out cleaning services to apartment community managers and individuals owning rental property. We are your one-call apartment turnover solution.

You can contact us at: 503-521-7458 or office@ultimatecleaninginc.com 5

Rental Housing Journal Metro

DIY Landlords ...continued from page 1

timately receiving minimal return-on-investment (ROI). The findings are from the company’s online Landlord Calculator, a resource that allows landlords to input how much time they’re spending on each aspect of property management, in comparison to overall income money spent. For example, Real Property Management research indicates that the typical DIY landlord earns an average annual income of $100,000. Assuming a 2,000 hour work year (50 weeks times 40 hours per week), the value of their time is $50 per hour. According to other research by the company, an average DIY landlord spends 49 hours per year for leasing and managing. With this time commitment, the value of the landlord’s time per rental is $2,450*. The cost of professional property management is significantly less. Although property management fees vary across the country, a professional property manager typically charges 50 percent of one month’s rent for leasing a vacancy, and 10 percent per month for managing the property. For a $1,000 per month rental property, the cost would be $500 for leasing plus $1,200 per year for property management fee, totaling $1,700. This

cost does not take into account the fact that property management fees are tax deductible, so the actual out-of-pocket expense is less. Do-it-yourself landlords can avoid the cost, hassle and liability associated with managing a property by outsourcing the responsibilities and pain points associated with property management to a professional property manager. Property management professionals have the resources and knowledge to perform thorough background checks on prospective tenants, document move-in and move-out condition of a rental, and they understand the Fair Housing Act and other landlord-tenant laws – all jobs in which costs can significantly add up. The Real Property Management research found that less than one third of self-managing landlords spend adequate time on every step of the leasing process, and skimp on things like credit history, criminal background checks and movein documents. Many do not conduct criminal background checks or contact previous landlords for references, which increases the risk of renting to an unqualified tenant. Some also fail to conduct a true competitive analysis of competitive

rental rates, creating risk of over-pricing a rental and losing income because of long vacancy periods, or underpricing the property which reduces long-term revenue from the property. Other shortcuts frequently taken by DIY landlords include responsible rent collection and in-property inspections. This hurts cash flow, increases the risk of lost rental income and eviction, and allows tenants to fly under the radar with lease violations like unauthorized tenants, pets, or damage to the property. Whether it’s a carefully considered investment or an ‘accidental landlord,’ not all DIY landlords realize the significant cost and demanding lifestyle required as a property owner. The monetary costs may be easy to calculate, but what about the value of the hours and days spent on other management tasks? A professional property manager typically saves money for the investor, and can sometimes be the very lifeblood for success and profit as a property owner.

*The amount of time can be significantly higher for older homes with more maintenance needs, or properties that require updating before leasing. Authored by: Robert Pifke, Chief Marketing Oﬃcer for Property Management Business Solutions, LLC, the franchiser of Real Property Management. About Real Property Management Real Property Management is a franchise organization owned by Property Management Business Solutions, LLC, a privately held corporation based in Utah. With over 25 years of industry expertise, Real Property Management oﬃces provide full-service residential property management for thousands of investors and rental home owners from more than 260 independently owned and operated locations throughout the United States and Canada.

ON-SITE-NW SEA

VALLEY, METRO, ARIZONA APT

Salsbury Indu

Feb, Apr, Jun, Aug, Oct, Dec

VALLEY, METRO, ARIZONA APT

Salsbury Indu

Jan, Mar, May, Jul, Sep, Nov,

1010 East 62nd Street, Los Angeles, CA 90001-1598 Phone: 1-800-624-5269 • Fax: 1-800-624-5299

September

Octoberp

The Industry Leader in Quality 1/8 Page 4 7/8” x 3 5/8” On-Site4

Order Factory Direct! 1010 East 62nd Street, Los Angeles, CA 90001-1598 Phone: 1-800-624-5269 • Fax: 1-800-624-5299

1/8 Page 4 7/8” x 3 5/8” On-Site3a

Rental Housing Journal Metro · January 2016

Rental Housing Journal Metro 16083 SW Upper Boones Ferry Rd, Suite 105, Tigard, OR 97224 503-213-1281 | Fax 503-213-1288 | www.multifamilynw.org

Creating Vision in a Rapidly Changing Industry

Dave Bachman President of Cascade Management

e enter 2016 in a rapidly changing industry. The multifamily industry in the Northwest is extremely active with new housing starts, ownership transitions and redevelopment. We are also a breath away from several reactionary but expected legislative changes. As an industry, it is important to proactively position ourselves to make the best of opportunities and challenges. During my 23 years in this industry I have not witnessed a housing cycle or trend that has started to change the multifamily landscape so rapidly. We cannot solely rely on the methods we have previously used to create successful outcomes. We will be well served to be strategic, proactive and thoughtful as our marketplace is now part of the larger, national housing arena. We also need to act quickly to stay on top of proposed legislative changes that threaten the balance of good public policy including issues related to housing supply and

rent control. We also should recognize that good public policy is not made in a day, a week or even a month. We have clarity of the issues and we now have the opportunity to develop a working plan to cultivate our strategies and deliver continued industry success. I’m honored to serve as your President in 2016. We are well equipped to move forward amidst a rapidly changing industry. We have strong Association Councils, Staff, Board and Executive Council. I want to also thank our immediate Past President, Scott Arena for his leadership over the last 12 months. Scott demonstrated proactive leadership, successfully addressing complicated and nuanced issues. We should take confidence that our association is strong and robust. We could easily argue we have never been stronger however without further strategic direction we will not be equipped to successfully serve a rapidly changing industry moving forward. It is not time to rest or sit back and attempt to reap the benefits of our past success. Now is the time to focus on strong and thoughtful strategy. I look forward to applying my years of leadership experience in structuring legislative and strategic initiatives. Now is the perfect opportunity to strive for balanced public policy and strong continued service to our membership and community. We are

in a great position to capitalize on these opportunities if we are thoughtful in our actions that promote long term success. Multifamily NW has a purpose. We have a mission. We are “The Association Promoting Quality Rental Housing”. It speaks to who we are and what we do. We need to be strong, cooperative and strategic in how we proactively design and mold

our path forward in a quickly changing environment. Association Leadership will quickly work to develop our strategic vision for 2016 and forward. I’m very confident in this process. Together we will continue to bring success to our association, our industry and the thousands of community members we serve.

Sold Properties Sold Properties

42 Units $3,000,000 $3,000,000 ‐‐ 42 Units

12 Units $880,000 $880,000 ‐‐ 12 Units

12 Units $750,000 $750,000 ‐‐ 12 Units

12 Units $515,000 $515,000 ‐‐ 12 Units

Many more properties available online at Many more properties available online at josephbernard.net josephbernard.net josephbernard.net

Apartment Brokers Apartment Brokers Pre Pre‐‐Sale Analysis • Asset Management Sale Analysis • Asset Management 1031 Exchanges • Property Clinic 1031 Exchanges • Property Clinic

Joseph Chaplik

President / Principal Broker President / Principal Broker

5200 SW Macadam Ave., Ste 300 • Portland, Oregon 97239 5200 SW Macadam Ave., Ste 300 • Portland, Oregon 97239 p. 503.546.9390 • f. 503.546.9395 • p. 503.546.9390 • f. 503.546.9395 • josephbernard.net josephbernard.net josephbernard.net Oregon

Rental Housing Journal Metro · January 2016

Washington

Arizona

Rental Housing Journal Metro

Desire to Buy Strong Despite ...continued from page 3 Homeownership remains good financial decision, part of American Dream Despite uncertainty about the economy’s current performance, at least 84 percent of all households within all surveyed age groups and education levels believe owning a home is a good financial decision. When asked if they believe this strongly or moderately, 76 percent who believe it’s a good decision feel strongly about it. Additionally, at least 85 percent of surveyed households in each age category as well as across all education levels believe homeownership is part of their personal American Dream. The most appealing aspects of homeownership cited by those

with this feeling include a place to raise a family (36 percent), owning their own place (26 percent) and a nest egg for retirement (14 percent).

Good time to buy, but skeptical about ability to obtain a mortgage NAR’s survey found that more homeowners (82 percent) than renters (68 percent) during the polling period believe that it’s a good time to buy a home. Furthermore, of those who thought it was a good time to buy, 64 percent felt strongly about buying. Among current owners, 61 percent believe it is a good time to sell a home, of which 53 percent felt strongly that it was a good time to sell. According to the survey, roughly twothirds (65 percent) think it would be

very or somewhat diﬃcult to obtain a mortgage. Furthermore, there are differences among income brackets. Renter households making between $30,000 and $40,000 were the most likely to be declined a mortgage (10 percent), while 51 percent of those who make more than $50,000 a year have not tried but feel confident they would succeed in getting a mortgage. Overall, five percent of renters have recently tried and failed to obtain financing for a home. By nearly double the amount of other responses, the most common reason homeowners purchased a home was for lifestyle changes such as getting married, starting a family or retiring (35 percent). Eighteen percent said the desire to settle down in one location influenced their

decision to buy, and 15 percent cited an improvement in their financial situation.

Direction of home prices, financial outlook on the rise Reflecting the ongoing recovery of home values throughout most of the country, 89 percent of respondents said home prices in their communities have either risen or stayed the same in the past year. Looking ahead toward the next six months, 91 percent of respondents believe home prices in their community will increase or stay the same. The HOME survey also calculates a monthly Personal Financial Outlook Index3 measured by household type, age, income and type of location. Since tracking began in March, the index representing all households has slowly trended upward to its highest current reading in December – reflecting stronger confidence that respondents’ financial situation will be better in six months. Currently, renters, younger households and those living in urban areas are more optimistic about their future financial situation. “Young adults, who make up the majority of all renter households, are typically more optimistic about their future,” adds Yun. “As more of them settle down and begin plans to start a family, the allure of owning their own home as well as the long-term financial stability homeownership provides will drive their emergence into the housing market. However, the extent to how fast this occurs will greatly depend on more entry-level housing supply coming onto the market and needed improvements in affordability conditions.”

FAST & FRIENDLY NEAT & CLEAN SERVICE ★ ★ ★ ENSURE YOUR CHIMNEY IS SAFE AND PROPERLY

Call today for a

FREE ESTIMATE on all chimney repairs and cleanings:

APARTMENT SERVICES: Manufactured Fireplace Panels Chimney cleaning and inspections Chimney Caps Chimney Chase covers Dryer Vent cleaning and inspections

N TS O D N U O E DISC SERVIC NT L A I E S SPEC E UNIT RYER V NS! D IO UM VOL IMNEY & NSPECT DI CH FOR INGS AN N CLEA

MAINTAINED ★ ★ ★ LICENSED BONDED INSURED OR #49750 WA LICENSE # PORTCI005PZ

WHY PROPERTY WIDE WIFI?  Offer An Exclusive High-Demand Amenity  Increase Per Door Cap Value

SPECIAL DISCOUNT

10% off

 Future Proof Your Infrastructure

WHATS NOW POSSIBLE?  Virtual Tours with remote perspectives  Increase Loyalty, Retention & Revenue  WiFi Calling - Property Wide  Print from anywhere  HD Video & Audio Streaming - non stop

ON ANY MANUFACTURED FIREPLACE PANEL SUPPLIED AND INSTALLED. ® PORTLAND CHIMNEY (503) 256-9140

Mention this ad

All Work Guaranteed and Done By Experienced Professionals 8

Leverage Your “Internet Real Estate” with Property-Wide WiFi.

 Maintenance team connected in real time  Property Owner/Corporate Property Tours

Next-Generation Internet as an Amenity. 1 800 468-6851 www.dualpath.net

Rental Housing Journal Metro · January 2016

Rental Housing Journal Metro

Dynamic Digital Experience ...continued from page 1 and other appliances are using wi-fi to serve customers better. Your provider’s support team should be able to help your renters get the most out of these emerging new digital lifestyle enhancements.

Contracting with the right provider you deliver a complete service throughout the entire community. How do you identify the right provider? When you interview them, they’ll recommend the following best practices.

“Transparent Access” With the exception of some younger millennials who were raised with information technology as a major part of their lives, most users want to enjoy the benefits of wi-fi internet access without having to think about the technology that delivers it. Keeping the technology invisible starts with making the initial connection to the service “push-button” easy. The right provider will offer step-by-step pictorially illustrated instructions for connecting various devices to the service, and may offer a premium “welcome” service in which someone does all the connecting for the renter. From that point forward the user should seldom if ever need to reconnect. You may also be able to look to your provider to include a “front-end” website that your renters encounter first whenever they log in to their device. This “portal” can be set up to make a host of excellent services available to your renter, including services you provide yourself. These services are not limited to the internet. You may want to make it easy for your renters to request various physical plant services or community activity services from you. Comprehensive Security & Privacy The privacy of personal information including online banking, personal health information and more is becoming a “front-of-mind” issue with everyone. When you’re speaking to the “right pro-

vider” you’ll hear plenty about how they protect users from viruses, spam, malware, hacking, and all the other internet threats out there. Parental controls over website access is another paramount issue you can expect to hear about. Be sure to ask about the interactivity of security services. Often, the renter’s specific bank or other internet resources may require some “custom-tuning” to the firewall and other security services in order to perform properly. This should be as easy as calling in to the support team.

Easy-Access Technical Support Speaking of the support team, remember that you’re providing your renters with a comprehensive service that you can be proud of. If they run into a problem and have a hard time solving it, all the time they spent enjoying good service will suddenly be forgotten. The responsiveness and ease of access to the provid-

er’s support team make all the difference. This may be a technical service, but it’s being used by people, so the people they interact with when something is wrong need to be top drawer, easy to reach, and easy to work with.

User Counseling & Advice Support should be as proactive as it is reactive. Beyond responding to requests for restoration of services, the support team should also be available to advise your renters about adding new devices, products, or services to their wi-fi network. Smart Home automation is becoming very popular, with more and more users being able to switch lights on and off, lock and unlock their doors, control their thermostats and much more from their smartphones wherever they may be. Home Theater systems are replacing long wires strung around the home with wi-fi-connected speakers. Refrigerators

Future-Proofing It is a sure bet that technology will keep on improving, and you won’t ever want your renters complaining that your wi-fi service is antiquated and out-ofdate. Smart providers are assuring that it is easy and inexpensive to update your equipment and your wi-fi internet access services to keep step with the times. The availability of a comprehensive built-in wi-fi capability in your units will be a huge differentiator for your properties for a long time to come, especially if you make the right choices, implement the right technologies and services working the with right partners. Eric Markow is Chief Technology Oﬃcer of Dual Path, a provider of high speed property-wide WiFi services. Dual Path’s customers include MDU and senior living communities who enjoy fast, reliable connectivity, delivered with old-fashioned customer service. Dual Path’s unique revenue generating model allows property owners to leverage their “Internet real estate” to maximize profits, increase resident satisfaction and retention, and increase property value. Headquartered in Phoenix, Arizona, Dual Path oﬀers property-wide WiFi, Gigabit Internet and WiFi calling solutions to properties and businesses coast to coast. For more information, visit www.dualpath. net or contact 1-800-468-6851.

*Complete selection of user friendly property management forms, available pre-printed or online *Effective legislative advocacy and monitoring *Networking opportunities with other local landlords, managers and other industry leaders *Educational programs and seminars on property management, landlord/tenant laws, fair housing, evictions and more

Diversified

Cleaning Services Specializing In Apartments, Estate & One-Time Move-Outs • Janitorial Service • Complete Estate & House Cleaning • Floor Maintenance • Capets/Windows

• Move-In/Move Out • Gutter Cleaning • Power Washing • Common Areas

503-281-6390 Cell (503) 349-7208 • Lic - Bond - Ins

Membership Inquiries – 503-364-5468 Info@PortlandAreaROA.com www.PortlandAreaROA.com Rental Housing Journal Metro · January 2016

Advertise in Rental Housing Journal Metro Circulated to over 6,000 apartment owners, on-site and maintenance personnel monthly.

Call 503-221-1260 for more information 9

Rental Housing Journal Metro

How to Take Care of HVAC Systems and Prevent Disease By Cliff Hockley, President , Bluestone & Hockley Real Estate Services

hy do HVAC systems need regular maintenance? Owners of commercial buildings sometimes overlook the maintenance of their HVAC (Heating Ventilating and Air Conditioning) systems. I recently had a meeting with clients who own a 20,000 square foot building where they had installed a new HVAC system at the cost of $100,000. Because it was new they thought did not need a preventive maintenance plan. I explained how this perception would not only put their $100,000 investment at risk, it would also endanger the health of their tenants. HVAC units have many reasons for failing. The following charts published in a November 2000 ASHREA Journal article, Smart Maintenance for Rooftop Units, indicates the main reasons for unit failures. Most of these failures are preventable with proper maintenance. Causes for ‘No Air-Conditioning’ Service Call Controls Error Electrical Problem Refrigerant Leak Condenser Air Handling Evaporator Compressor Cooling Water Loop Plugged Filters Personnel Error Expansion Device Can’t Classify Table 1: Classification of ‘no-air conditioning’ cases.

% Total Occurrences 21% 20% 12% 7% 7% 6% 5% 4% 2% 2% 2% 12%

General Classification of Faults Compressor Controls Error Condenser Electrical Problem Evaporator New Installation Air Handling Refrigerant Leak Installation/Startup Cooling Water Loop Fan Belt Others Table 2: Classification of fault types by total cost.

% Total Service Costs 24% 10% 9% 7% 6% 6% 5% 5% 4% 4% 2% 18%

Ensuring proper function of your HVAC unit also prevents health complications related to mold and allergies. The most serious ailment associated with poorly maintained commercial HVAC units is the potentially fatal Legionnaires’ disease. Legionnaire’s disease is a pneumonia caused by the Legionella bacteria. The bacteria lives in water, (especially standing warm water keyed off by rising temperatures in the summer months,) and is carried by steam and mist. The bacteria has been detected in drinking water systems and tubs, cooling towers and in standing water that is aerosolized and ends up circulating in building air conditioning systems. Legionnaires ‘disease bacteria rarely will cause problems unless water contaminated with the bacteria enters the HVAC system. Well-maintained HVAC systems and air conditioning units without humidifiers are unlikely to harbor the Legionnaire bacteria.

How to maintain HVAC systems The American Society of Heating, Refrigerating and Air-Conditioning Engineers (ASHRAE) offers the definitive guide to HVAC maintenance, ASHRAE Standard180 ...continued on page 18

Transforming the Multifamily Laundry Room Experience with Technology

You may not think of laundry as a high-tech industry, but at WASH we’ve invested millions in technology to transform the laundry room experience for our customers. The result is intelligent systems that enable: • Real-Time Connectivity • Remote Laundry Monitoring • Quick Service • Easy Payment

10 WS16-121 WASH Tech Ad 10x7_5 4c.indd

Learn more about how technology can transform your laundry room. www.washlaundry.com/technology

800.421.6897 ext 1600

Rental Housing Journal Metro · January 2016 7/23/15 1:28 PM

Rental Housing Journal Metro

igabit Internet Now Available in Portland

IGABIT IN PORTLAND

Partner With Wave G to Bring Gigabit to Your Building

Let us be your Connection for Next Generation Fiber

We pioneered the idea that residential customers in multifamily properties can gain access to the same superior quality internet service as the biggest companies in the world and we’ve provided that service in Seattle since 2008.

What’s in it for you?

Now available in Portland, Wave G offers symmetrical speeds and local customer service plus game-changing performance beyond traditional ISPs.

• Free managed WiFi available in common areas • Free internet service available for building management & staff • Sponsored on-site events to educate residents & build community • No service or marketing exclusivity required • No cost to the building to offer our service

Learn how you can partner with Wave G.

1-844-77-WAVE-G

Rental Housing Journal Metro · January 2016

gowave.com/G

Rental Housing Journal Metro

DEAR MAINTENANCE MEN PESTS & PREVENTATIVE CARE

By Jerry L’Ecuyer & Frank Alvarez

Dear Maintenance Men: How do I get rid of mice or rats? I have found droppings in the house and I’m not happy and I need a solution. Annie

Dear Annie: Please come down off that chair! We have written about dealing with mice and rat issues in the past and below is what we recommend if you want to get rid of the rodents yourself. Keep in mind that rats and mice are smart & conservative. They are not risk takers. In the rat or mouse’s mind, a trap out in the middle of the floor is too risky to investigate. Rodents will run along walls, rafters and other low exposure areas. Put the traps along these routes about ten feet apart. A good bait to use is peanut butter. Patience is king when trying to trap a rat. Place all your baited traps, but DO NOT set them for a day or two. Let the rat nibble at the bait danger free. This last part is the hardest to do. However, patience will win out. If you rush ahead and set the traps and the rat triggers one and is not caught; he will remember! Also, avoid using traps designed for mice; it will only annoy the rat and he will be smarter for it. The same goes for using rat traps to catch mice. The trap is too big and when sprung may miss the mouse. Using poison is another option. Anticoagulant poison is very popular. This poison causes the rat’s blood to thin. It

will make him thirsty and when he drinks water, he will bleed internally. When using this option, be sure to leave a saucer of water near the poison. The poison normally comes in bars that can be broken up into pieces. Remember rodents hoard, so just because the poison is gone, does not mean they ate it. Put more until they stop taking it. The local hardware store should carry this product, but it is best to go to a farm supply store. They will have the best quality supply. Be careful with placement, so other animals do not eat this poison. The hardware store or farm supply store carry approved bait dispensers designed for rats or mice. Again, patience is rewarded. Before using poison bait, use crunchy peanut butter to let the rats get used to the bait station for a few days. Then add the poison bait with a little bit of peanut butter. Glue traps are also a viable option. It is important to use large rat sized traps. Put the glue trap along a known rat runway, or along a ledge or rafter used by the rodents. It is important to nail or fasten the glue trap in place. Place a bit of peanut butter in the middle of the trap as an attractant. Happy hunting!

Dear Maintenance Men: I doing some long term preventive maintenance with my building’s individual 30-40 gallon water heaters. Each unit has a water heater and I’m not sure of the

age or condition of each unit. How long do most heaters last and what are some signs of imminent failure? Bryan

Dear Bryan: The chances of a number of heaters failing all at once are very slim. The cost of replacement can be spread a over period of time. The average life span of a typical 30 or 40-gallon water-heater is about 10 to 12 years, some may last much longer depending on use. A sign the end may be near is: banging noises coming from the heater, short hot water supply and long heater cycle times producing lukewarm water. At this point you should start pricing a new heater. However, if you find water pooling at the base of the heater … replace it immediately, it has FAILED!!

Dear Maintenance Men: One of my maintenance chores I do is caulking and sealing shower/tub fi xture flanges and shower walls. My problem is getting the caulking to dry before a resident uses the shower. Any Suggestions? David

Dear David: A lot of people will say: “Just tell the resident not to use the shower till the caulking is dry”. Well it doesn’t work and by the time you are driving away from the building, your resident is already taking a shower and your fresh caulking is washing down the drain. Your caulk should

cure at least 24 hours before use. Water based latex caulking is easy to use, but very susceptible to water until it is cured. Try using a silicone or polyurethane based caulking for doing tubs, showers, toilets, sinks or other wet locations. It tends to set quickly and will repel water during its cure time. Another solution we have found works well with very busy showers is to remove all the fi xtures, including the showerhead & arm, valve handles and tub spout, before caulking. (A bit extreme, but effective) We then plug the showerhead and tub spout with a capped pipe. Then caulk the tub/shower. We come back 24 hours later and reinstall all the fi xtures. One more thought; if you have sliding shower doors for your tub, check the bottom track. If it is loose, do not caulk until the track is removed, cleaned and dried. Reinstall the track with new adhesive caulk to hold it down and caulk the edges to keep the water out. 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 www.BuffaloMaintenance.com www.ContactJLE.com www.Facebook.com/BuffaloMaintenance

Rental Housing Journal Metro · January 2016

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

Upcoming Events with Multifamily NW

Form of the Month

1/7/2016 New Hire Class 1/8/2016 It’s the Law – Changing Times: The 2015 Amendments to the ORLTA 1/13/2016 CAM: Legal Responsibilities 1/19/2016 Mold Awareness 1/25/2016 EPA Lead-Based Lunch & Learn: Multiple-Unit Limited Tax Exemption (MULTE) 1/27/2016 CAM: Risk Management 1/27/2016 January Luncheon – Forms Update: 2016 Law Changes 1/28/2016 2nd Annual Fair Housing Fair 2/1/2016 Oregon Landlord Tenant Law Part 1 2/1/2016 Strengthening Front Line Skills for Maintenance 2/2/2016 CAMT: Electrical Part I & II 2/9/2016 Maintanence Tips, Tricks & Pitfalls 2/12/2016 It’s the Law – Fluid Events: Dealing with Water Intrusion Issues 2/16/2016 CAS: Supplier Success

Oregon Rental Agreement – Single Family, Condo, Multiplex M201 The rental agreement has been updated for all of the legal changes for 2016! Make sure to execute your new tenancies with rental agreements and addendums that have been updated for the new law changes that took effect on January 1, 2016. Log on to multifamilynw.org for more information!

Publisher Will Johnson – will@propubinc.com Designer/Editor Kristin Flores – kristin@propubinc.com

Advertising Sales Will Johnson – will@propubinc.com Terry Hokenson – terry@propubinc.com Larry Surratt – larry@propubinc.com

Rental Housing Journal Metro is a monthly publication published by Professional Publishing Inc., publishers of Real Estate Opportunities in Investing & Real Estate Investor Quarterly

www.rentalhousingjournal.com The statements and representations made in advertising and news articles contained in this publication are those of the advertiser and authors and as such do not necessarily reflect the views or opinions of Professional Publishing, Inc. The inclusion of advertising in this publications does not, in any way, comport an endorsement of or support for the products or services offered. To request a reprint or reprint rights contact Professional Publishing Inc. PO Box 6244 Beaverton, OR 97007. (503) 221-1260 - (800) 398-6751 © 2015 All rights reserved.

Featuring: Maintenance Mania® In order to give you more educational options, the Maintenance Fair education schedule has been revamped! With the exception of Fair Housing classes, all sessions will be 30 minutes long an encompass a variety of important Maintenance Topics. Attendees are encouraged to choose 3 to 5 classes from the list and spend some time visiting the vendor booths that will be open all day. Keep in mind that many of the classes are being offered more than once so that you can customize your schedule as you like. MARCH 31, 2016 - EVENT SCHEDULE TIME

LOCATION

TITLE/TOPIC

TIME

LOCATION

TITLE/TOPIC

8:30-9:30AM PORTLAND BALLROOM 251 & 258

Keynote Presentation:

1:05-1:35PM

ROOM D133 ROOM D135 ROOM D136

Appliances: Dryer Do You Want Free Money? - Rebates Communication

9:4510:15AM

1-2PM

ROOM D139140

What You Say Matters (Fair Housing Spanish)

ROOM D137

ROOM D136

Appliances: Washer Do You Want Free Money? - Energy Rebates Containment (English/Spanish)

10-10:30AM

ROOM D137 ROOM D138

Water Heater (Spanish) Plumbing: Troubleshooting

1:20-1:50PM

ROOM D138

Preventative Maintenance: Tracking & Notations Emergency Preparedness

10-11AM

ROOM D139140

What You Say Matters (Fair Housing)

1:40-2:05PM

ROOM D133 ROOM D135 ROOM D136

Appliances: Refrigerator General Landscaping Basic Electrical Troubleshooting

10:2010:50AM

ROOM D133 ROOM D135 ROOM D136

Appliances: Dryer Electrical Safety & Equipment Communication

1:55-2:20PM

ROOM D137 ROOM D138

Tech for Maintenance: Apps Plumbing (Spanish)

10:3511:05AM

ROOM D137 ROOM D138

General Landscaping Plumbing (Spanish)

2:10-2:40PM

ROOM D133 ROOM D135 ROOM D136

Water Heater: Troubleshooting Mold: The Warning Signs TBA

10:5011:20AM

ROOM D133 ROOM D135

2:15-3:15PM

ROOM D139140

What You Say Matters (Fair Housing)

Rental Housing Journal Metro · December 2015

ROOM D133 ROOM D135

ROOM D136

Appliances: Refrigerator Preventative Maintenance: Tracking & Notations Emergency Preparedness

11AM12:30PM

HALL D

Lunch

2:25-2:50PM

ROOM D137 ROOM D138

TBA TBA

11:45AM12:45PM

HALL D

Maintenance Mania Events

2:35-3:05PM

ROOM D133 ROOM D135 ROOM D136

TBA Mold: The Warning Signs TBA

12:30-1PM

ROOM D133 ROOM D135 ROOM D136

Appliances: Washer Containment (English/Spanish) Water Heater: Troubleshooting

2:55-3:20PM

ROOM D137 ROOM D138

TBA TBA

Electrical (Spanish) Plumbing: Troubleshooting

3:30PM

HALL D

Maintenance Mania Car Race Raffle Prize Giveaway

12:45-1:15PM ROOM D137 ROOM D138

Ready to register? Fill out the form on the back or visit MultifamilyNW.org.

Rental Housing Journal Metro · January 2016

Rental Housing Journal Metro

Change Your Behaviors to Become a More Inspiring Leader In 2016 Behavioral Strategist Offers 4 Tips For Broadening Your Mind And Your Leadership Skills

abits can be a trap for people in leadership positions – whether they are in business, politics or another field. As leaders, they should provide a compelling vision that inspires those around them. Instead, many of them lapse into automatic and mindless thinking. And that can affect every decision they make – and the actions of the people who report to them. “Too often, we don’t come up with imaginative solutions because we let ourselves be ruled by routine and by preconceived notions,” says Rob-Jan de Jong, a behavioral strategist and author of “Anticipate: The Art of Leading By Looking Ahead” (www.robjandejong.com). “We think we know ahead of time what will and won’t work, which makes us quick to dismiss ideas that sound too ‘out there.’ The people who answer to you learn the lesson that creative thinking is frowned upon, even if that’s not the lesson you wanted to teach.” Simply making a New Year’s resolution to have a more open mind in 2016 likely won’t be enough to turn things around. But de Jong says there are behaviors and

practices that, through repetition and perseverance, can help leaders and anyone else develop a mindset that’s open to imaginative and better ideas.

Formulate powerful questions. Generating ideas starts with asking the right questions and the best questions are thought-provoking. They challenge underlying assumptions and invite creativity. “They also give us energy, making us aware of the fact there is something to explore that we hadn’t fully grasped before,” de Jong says. Train yourself to catch poorly designed questions, asked by you or someone else, and reformulate them. Questions that begin with “why,” “what” and “how” are best because they require more thoughtful responses than those that begin with “who,” “when,” “where” and “which.” Especially avoid questions that can be answered with a “yes” or “no.” Expand your sphere of influence. “We are strongly influenced, for better or worse, by the small group of people we have direct contact with,” de Jong says. “Since we tend to hang out with people ...continued on page 19

Robinson Financial Group Colonial Life

“Making Benefits Count” Office: 503.557.4997 Fax: 503.557.1244 21780 Willamette Dr. Ste. B, West Linn, OR 97068 14

Rental Housing Journal Metro · January 2016

Rental Housing Journal Metro

SK THE SECRET SHOPPER Attracting New Renters

ll apartment communities use various means to attract new renters. Many forms of advertising have minimal costs in dollars, (i.e. online ads, signs, banners, word of mouth referrals, etc.). Yet the time and money it takes to create and design some of these ads AND make sure they are well placed to capture attention, is worth tracking the results! Having a reliable method of documenting all online, phone, and walk in traﬃc is critical to determining the effectiveness of each form of advertising. Here is a valid owner concern:

Our communities used to get a ton of drive by traﬃc and resident referrals. However, over the past few years, I’ve noticed more and more traﬃc is being logged as “internet” or “online ad,” with no further explanation. When I question the on site staffs, they tell me they are just noting the ad source from the e-mails or calls they get when prospective residents say they found them “on the internet” or “online.” They aren’t directly asking people how they found out about their building any more. This makes me wonder if prospective renters really learned about the community “on the internet,” or if they just used an online resource to ob-

tain more information after they saw the building driving by or heard about it from a friend.

You have some very valid concerns about what has happened to your other forms of advertising. Did these other sources just stop producing traﬃc or are these sources not being “uncovered” by your leasing staffs? It will take more effort and some careful qualifying to determine the “primary” advertising source,

Rental Housing Journal Metro · January 2016

which is the way each prospect initially learns about your community. (i.e. resident/merchant referral, signs/banners, flyer, etc.) The only way to find out how is DIRECTLY ask them! For example: “I noticed you referred to our website in your email. Is that how you first heard about us?” OR “I see you checked the box “drive by” as the way you found us, but I couldn’t help but notice you pulled up our monthly special on your phone from our craigslist ad. Did you learn about us first from driving by and then look for us online?”

Using multiple sources of advertising in today’s competitive market isn’t just a good idea, it’s a necessity. Prospective renters must be given the opportunity to see your community advertised in print, on the internet and through the use of signs/banners, etc. However, it’s important to note which marketing source initially sparked their interest and motivated them to make contact. – You will need ALL the facts in order to make informed decisions about your future advertising needs. Of course some of the money you save from budgeting advertising dollars wisely could be spent on an incentive to reward those employees who are committed to carefully qualifying ALL their prospective renters… If you are interested in leasing training or have a question or concern you would like to see addressed, please reach out to me via e-mail. Otherwise, please contact Jancyn for your employee evaluation needs: www.jancyn.com ASK THE SECRET SHOPPER Provided by: Joyce (Kirby) Bica Former owner of Shoptalk Service Evaluations Consultant to Jancyn Evaluation Shops E-mail: shptalk2@gmail.com Copyright © Joyce (Kirby) Bica

Rental Housing Journal Metro

4 Faces of Leadership and the Importance of the Vision Thing Behavioral Strategist Explains How Any Leader Can Responsibly Boost Their Visionary Side

hether it’s a presidential candidate, a corporate executive or an NFL coach, people admire a leader with vision. They like someone with a clear idea of where he or she is headed, and who knows how to motivate others to accomplish the goal. But as much as people might like to say someone is a “born visionary,” in truth, vision is something we develop, not something we arrive in the world with, says Rob-Jan de Jong, a behavioral strategist and author of “Anticipate: The Art of Leading By Looking Ahead” (www.robjandejong.com). “One thing that visionaries have in common is that they have an ability to notice things early,” de Jong says. “They recognize some sort of significant change is happening and they make use of the opportunities it presents.” Just identifying that a major change is afoot isn’t enough, though, he says. The visionary needs to connect the dots into a coherent picture that takes into account future developments. “That’s easier said than done, but it’s an ability leaders can develop if they are willing to work on it,” de Jong says.

The Trend Hopper. On the upside, a trend hopper has a well-developed ability to see things early and is willing to embrace changing realities. These are people who are quick to adopt new technology and among the first to fantasize about how things can be different – even radically different– real soon, de Jong says. On the downside, trend hoppers aren’t adept at turning their early insights into a coherent story that justifies an active strategic pursuit. After seeing them chase several flavor-of-the-month ideas, other people start to tune them out.

Growing a leader’s visionary side therefore boils down to sharpening both the ability to notice things early and the ability to create coherence. In combination, the abilities suggest four archetypes of leaders.

The Follower. This is someone who is neither good at noticing things early, nor skilled at creating and communicating a coherent story from insights about what the future might bring. The follower may be an excellent

manager, but don’t expect this person to inspire others or drive innovation. “Being a follower isn’t necessarily a bad thing,” de Jong says. “These people are often careful about their decisions and good at critical thinking, and in the short term that can work well. But their preoccupation with today keeps them from anticipating what comes next.”

The Historian. These leaders are adept at connecting the dots and spinning a story that makes sense. They cite patterns, facts and figures and make everything that’s happened so far look coherent and intentional. “When you listen to them, it all makes sense,” de Jong says. “But they have their eyes trained on the factually true past, not the imaginative uncertain future.” Certainly, it’s valuable to have some historical perspective, he says, but you can’t let history cripple your ability to engage the future. Historians also often are cyn...continued on page 19

Creating and Preserving Wealth for Our Clients, One Transaction at a Time Marcus & Millichap was founded on the premise of making a market for each property we represent. Our proactive and targeted marketing campaigns, combined with unparalleled relationships with private and institutional investors, enable us to close more transactions than any other source. We provide: n

Unrivaled Transaction Expertise

In-Depth Local Market Knowledge

Industry’s Largest Sales Force

Largest Pool of Investor Relationships

To access the largest exclusive inventory of properties or for confidential property evaluation, contact:

William Maxwell

Associate National Multi Housing Group (503) 200-2063 william.maxwell@marcusmillichap.com

Offices Throughout the U.S. and Canada

www.MarcusMillichap.com

Rental Housing Journal Metro · January 2016

Rental Housing Journal Metro

Multi-Unit Efficiency Upgrades and maintenance for multiple unit apartment complexes • Electrical upgrades

• Electrical repair

• New construction

• Security lighting

• Ongoing service maintenance

• Door call systems

• Voice data

• Communications wiring • Electric heat upgrades & installation

Electrical upgrades can lower ongoing costs, lower insurance costs and improve tenant satisfaction. West Side Electric provides fast response, the highest level of quality work and exceptional professionalism.

E T O DA Y

West Side Electric Company Westsideelectric.com Call 503-231-1548 Serving Greater Portland, Vancouver Metro Areas

Serving Portland and Beyond Since 1961

TOMORR

ccb: 13306

Order Your Free Recycling Resources Now! Making sure resident garbage and recycling is properly disposed of can be a big challenge. When it’s not, you’re left with a mess that costs time and money to fix. The good news: our free tools and resources help ensure your residents know how to handle recycling and garbage the right way. We can help you prevent mistakes before they happen at your multifamily property.

Look for these free resources in your mailbox or visit www.portlandoregon.gov/bps/multifamily Need more information? Multifamily Resource Line: 503-823-7224 Email: multifamily@portlandoregon.gov

Rental Housing Journal Metro · January 2016

Rental Housing Journal Metro

How to Take Care of HVAC Systems ...continued from page 10 – The standard practice for inspection and maintenance of commercial building HVAC systems. Key points include: • Fixing cabinet air leaks. • Cleaning and adjusting dampers on an annual basis. • Inspecting the fan, bearings and belts twice a year and replacing them as necessary. • Cleaning the air ducts every two years to prevent the buildup of dirt, micro-organisms and mold.

The most essential steps one could take to prevent disease include changing filters frequently, preventing pooling water and cleaning the evaporator and condenser coils. Change filters frequently. Pleated filters are the first line of defense against airborne irritants. They are the item in the HVAC units that keep the air clean. Their eﬃciency is measured by a MERV rating. The higher the MERV rating, the better their ability to remove dust, dirt and micro-organisms from the air. Changing filters frequently it makes it easier for the unit to pull air into the system. If the filter is clogged, the system has to work harder to feed air into the unit. The frequency is decided by the environment and how dirty the air is. Most commercial buildings require a quarterly filter change and inspections on a contract basis. Prevent water from pooling around the air handlers. Mold and water sources near the air conditioner intake create opportunities for spores to be sucked into the air intake. Roofs need to be cleaned regularly and trees cut back from the roof lines to prevent the accumulation of dirt

and debris near the unit. Also ensure that drain lines from condensate units drain off of the roof and do not pond under HVAC air intakes. Clean the evaporator and condenser coils once or twice a year. Evaporator coils tend to stay damp, and allow the growth of mold. In addition to the dampness, the coils are typically in contact with air coming in from the outside (warm and humid air in the summer.) Dirt also gets past the filters and provides the material that mold needs to grow. Treat coils after every cleaning using an antimicrobial treatment. You can consider installing UV (Ultra Violet) lights help keep the coils from being attacked by mold. (This is typically a retrofit item and not all HVAC units have room or a power source for a UV light). In any case it can keep the coils cleaner and reduce the labor to keep them clean. As Ben Franklin said, “An ounce of prevention is worth a pound of cure.” Proper HVAC maintenance will more often than not keep that unexpected emergency from happening. Resources: www.bbjenviro.com/resource-article/ hvac-maintenance/ https://www.ashrae.org/standards-research--technology/standards-interpretations/interpretations-for-standard-180-2008 https://www.osha.gov/dts/osta/otm/legionnaires/hvac.html

PRIVATE HOMES TO LARGE MULTI FAMILY

If your windows & doors are: • drafty/leaking • dual pane/fogged up • single pane/storm windows • maintenance headache • looks outdated

We will help you: • increase energy efficiency • add sound control & security • add curb appeal • increase property value • increase rent & profitability • Get cash incentives & tax credits

“As a trade ally contractor of Energy Trust of Oregon, we can help with cash incentives and state energy tax credits to improve the energy efficiency of your home or rental property.” Mary Mann, Owner, Estimator & General Contractor

Windows, patio, French & entry doors, bay & garden windows & remodel openings. Green eco safe insulation. Experienced installers – excellent references. Name brand products.

27+ years of helping Oregon property owners! licensed, bonded & insured since 1987 • ccb#53631 18

503-620-0898 Service metro area to Willamette Valley

WE SUPPORT LOCAL BUSINESS

Supporting our Armed Forces & Veterans

MADE IN USA

Rental Housing Journal Metro · January 2016

Rental Housing Journal Metro

Become a More Inspiring Leader ...continued from page 14 who are fairly similar to ourselves, chances are we are limiting our perspectives.” He recommends making a deliberate effort to encounter people and ideas that are “profoundly different from the usual suspects you hang out with.” Visit a conference of a different profession, hang out with skaters, join an arts club or buy a magazine randomly off the shelf.

Break your patterns. You can increase your chances of seeing things differently if you deliberately break your normal pattern of working, communicating, thinking, reacting and responding, de Jong says. Take a different route to work. Change where you sit in meetings. If you are normally the first to volunteer, hold back. Learn to listen. “We’ve all been taught the importance of being good listeners,” de Jong says. “The problem is most of us struggle to actually do it.” Often when people are “listening,” they really are waiting for the first opportunity to share their story, their opinion or their experience. De Jong suggests training yourself to engage in three pure listening conversations a week. They don’t need to be longer than 15 to 20 minutes, they can be formal or informal, and the other person doesn’t need to know what you’re doing. Vow that you won’t try to take over the conversation no matter how much you want to. “Just keep asking questions and don’t dismiss anything the other person says,” de Jong says. After the conversation, reflect on what you learned. Don’t dismiss any ideas or views that don’t align with yours. “Dare to challenge your own assumptions and reframe your beliefs if need be,” he says.

4 Faces of Leadership ...continued from page 10

“Some of these practices may take people outside their comfort zones, and everyone might not be ready to try all of these at once,” de Jong says. “But if you start to put them into practice, you’ll be able to grow into a more mindful, visionary leader one step at a time.” About Rob-Jan de Jong Rob-Jan de Jong, author of “Anticipate: The Art of Leading By Looking Ahead” (www.robjandejong. com), is an international speaker, writer and consultant on strategy and leadership themes. He serves as an expert lecturer at various leading business schools such as the Wharton Business School (USA), Thunderbird School of Global Management (USA), Nyenrode Business University (The Netherlands), and Sabanci Business University (Turkey). As a behavioral strategist, he speaks, teaches and consults on executive subjects such as visionary leadership, influence, strategic decision-making, and innovation.

ics, ready to explain why things are they way they are and why your unconventional idea won’t work.

The Visionary. This is the one to strive to be. A visionary isn’t quick to hop on every fad, but also isn’t a naysayer about how things might be done differently. Instead, says de Jong, the visionary takes a mindful, future-oriented perspective, balancing the need for a compelling future with the awareness of the dangers of becoming dogmatic and overly optimistic. Visionaries are able to explain an imagined future in a way that fills people with energy and engages their imagination. “A powerful vision isn’t just nice to have,” de Jong says. “It’s the most import-

ant tool in the transformational leader’s toolbox. A leader’s personal imagination, inspiration and dedication are what will ignite the excitement in the people they lead.” About Rob-Jan de Jong Rob-Jan de Jong, author of “Anticipate: The Art of Leading By Looking Ahead” (www.robjandejong. com), is an international speaker, writer and consultant on strategy and leadership themes. He serves as an expert lecturer at various leading business schools such as the Wharton Business School (USA), Thunderbird School of Global Management (USA), Nyenrode Business University (The Netherlands), and Sabanci Business University (Turkey). As a behavioral strategist, he speaks, teaches and consults on executive subjects such as visionary leadership, influence, strategic decision-making, and innovation.

GOLF CAR SALES & SERVICE 503-647-5001 - 800-331-9910

---------PACIFIC NW YAMAHA GOLF & UTILITY VEHICLES Selling New & Used Utility & Leasing Vehicles Providing Service & Repair on ALL Major Brands Rental Housing Journal Metro · January 2016

Rental Housing Journal Metro

Need Staffing?

Don’t take chances with staffing! Our temps are tested, trained, experienced, and fully insured!

Serving The Pacific Northwest Since

Daily • Weekly • Monthly • Permanent Temporary On-Site Staff Managers • Leasing Agents • Maintenance • Grounds Keepers

Greater Seattle-Tacoma Area (425) 456-3663

Greater Portland-Vancouver Area (503) 644-8233

www.apartmentadvantage.com 20

Rental Housing Journal Metro · January 2016