The Landlord Times Metro June 2013 by Professional Publishing, Inc

METRO

Published 17 Years

Professional Publishing, Inc

www.TheLandlordTimes.com

PORTLAND & VANCOUVER

June 2013

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MONTHLY CIRCULATION TO MORE THAN 20,000 IN PORTLAND/VANCOUVER APARTMENT OWNERS, PROPERTY MANAGERS, ON-SITE & MAINTENANCE PERSONNEL Published in association with: METRO Multifamily Housing Association; Rental Housing Association of Oregon; IREM & Clark County Rental Association

$1.1 Trillion Apartment Industry Highlights Multifamily Job Growth for Congress

Highlighting the economic strength of the apartment industry in front of Congress, Tom Bozzuto, Chairman and CEO of the Bozzuto Group, represented the National Multi Housing Council (NMHC) and the National Apartment Association (NAA) before a House Energy and Commerce Subcommittee recently. “The apartment industry is a competitive and robust $1.1 trillion industry that helps 35 million renters live in a home that’s right for them. In an environmentally sound way, we help build vibrant communities by offering housing choice, supporting local small businesses, creating millions of jobs and contributing to the fabric of communities across the country,” said Bozzuto, who is also chairman of NMHC. It takes at least 300,000 new apartments each year to meet demand, but less than half that number was

6 Questions with Joseph Bernard The Landlord Times and Apartment News sat down with veteran apartment broker and investor, Joseph Chaplik to discuss Arizona, Oregon and the state of the apartment investment market. THE LANDLORD TIMES: Give us a brief history of your career. How did you get into the apartment brokerage business? JOSEPH CHAPLIK: Previously I was a Vice President of a telecommunication company and started buying apartments when I relocated to Portland. The level of professionalism by the other brokers was not impressive, so I decided to start my own company. I wanted to provide a higher level of professionalism, integrity and service to the apartment investors, which I thought they deserved. Continued on page 7 Page 3

Continued on page 2

PCA Remains Optimistic; Expects Strong Growth in Cement Strong Economic Momentum Expected to Spillover to Construction Following the strongest cement consumption gains in seven years in 2012, cement consumption growth will continue in 2013 with a 6.2 percent increase. According to the latest forecast from the Portland Cement Association (PCA), the majority of market recovery will occur in the second half of 2013. "Recessions correct imbalances generated during boom periods," Ed Sullivan , PCA chief economist said. "Few economists doubt the generation of a large pent-up demand during the past several years. The question is, when the economy will unleash its potential for strong growth?" Professional Publishing, Inc PO Box 30327 Portland, OR 972943327

The recession has created a pentup demand not just for consumer products but also construction. For example, PCA expects housing starts, to reach nearly 1 million in 2013. Multifamily construction also continues to grow at a strong pace and this trend should continue as favorable fundamentals fuel the sector. Multifamily starts recorded a 55 percent gain in 2011 and 36 percent growth in 2012. PCA expects an additional growth of 29 percent in 2013 to 318,000 units. "Although nonresidential and residential will be in full recovery in Continued on page 6

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Trillion ...continued from front page the dollars and jobs we add to the economy will only grow in magnitude.” For more than 20 years, the National Apartment Association (NAA) and the National Multi Housing Council (NMHC) have partnered on behalf of America’s apartment industry. Drawing on the knowledge and policy expertise of staff in Washington, D.C., as well as the advocacy power of 170 NAA state and local affiliated associations, NAA and NMHC provide a single voice for developers, owners and operators of multifamily rental housing. Apartments and their 35 million residents support more than 25 million jobs and contribute $1.1 trillion to the economy. To learn more about apartments, visit www.weareapartments.org. For more information, contact: NMHC at (202) 974-2300 or info@ nmhc.org or www.nmhc.org. NAA at (703) 797-0616 or carole@ naahq.org or www.naahq.org/govern mentaffairs

Advertise in the Landlord Times - Metro Circulated to over 20,000 Apartment owners, On-site, and Maintenance personnel monthly. Call 503-221-1260 for more information.

Single Family/Condo/Multiplex House Rules & Regulations M204 OR-WA About the Form: The Multifamily NW House Rules form was created to give landlords more applicable rules for non-apartment rental properties. The House Rules form is an extensive rule addendum for the Rental Agreement and covers restrictions on backyard usage, rules for trash collection and removal, incorporates any HOA rules and includes policies on smoking, commercial activities, and large recreational vehicles on the premises. SINGLE FAMILY / CONDO / MULTIPLEX

HOUSE RULES & REGULATIONS DATE __________________________________________ PROPERTY NAME / NUMBER ___________________________________________________________________________________________________________________________________________________________________ RESIDENT NAME(S)

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UNIT NUMBER ___________________________________ STREET ADDRESS ___________________________________________________________________________________________________________________________________________________________________________ CITY ___________________________________________________________________________________________________________________________________________________ STATE ___________________________________ ZIP _____________________________________________________________

DEFINITION OF HOUSE RULES & REGULATIONS As presently adopted, subsequently amended or modified, these House Rules & Regulations are incorporated into the Rental Agreement executed or renewed this date and apply to all residents, their family, temporary residents and/or guests. Each Resident is responsible for ensuring that his/her family and guests know and follow the House Rules & Regulations. “Management” means the Owner or Owner’s Agent. GENERAL POLICIES 1. Unit entry areas, balconies, decks, patios and backyards are not storage areas. Areas visible to the outside must be kept neat and free of clutter: no trash, laundry, broken furniture, dead plants, empty boxes, storage items or unsightly objects are allowed in these areas. No trampolines, bounce houses, pools, hot tubs, sandboxes, etc. are allowed on decks, patios or backyards. 2. No part of the unit will be used for commercial activities of any kind that includes visits by customers or clients or storing inventory or supplies. Computer based and similar home businesses are allowed to the extent permitted by law. 3. Modifications to the unit are prohibited without Management’s prior written approval. 4. To request maintenance in his/her unit, Resident must obtain a maintenance and repair request form from Management, which may be available online. This form must be completed and signed by Resident. 5. Residents are responsible for the conduct of their guests, who are expected to follow these House Rules & Regulations. 6. Nothing shall be done in any unit, or in any common areas, which will impair the structural integrity of the building. INSIDE YOUR HOME 1. No Venetian blinds, awnings, draw shades or non-conforming curtains or drapes shall be installed on exterior windows without the written permission of Management. This includes reflector shades, tin foil, etc.

2. No painting, staining or papering shall be done without the prior written permission of Management. 3. Picture hooks are to be used for hanging pictures, mirrors or decorative items on the wall. Adhesive materials are not allowed. 4. No signs, banners, or placards shall be posted in or about the unit or any community of which it is a part without the written permission of Management. 5. Residents shall not conduct or permit the noisy use of any musical instrument, operation of radio(s) (including vehicular stereo or radio), television, amplifier or loud speaker(s) in a manner which disturbs the residents of any other unit or any neighbors. INSURANCE 1. No resident shall keep or do anything in any unit or common area which will increase the rate of insurance on the buildings or contents beyond that customarily applicable for residential rental housing use. 2. No resident shall permit anything to be done or kept in any unit or common area which will result in the cancellation of insurance on any building, or its contents, or which would be in violation of any federal, state, county, or city regulatory authority. 3. Owner/Agent is not responsible for personal property left in the common area and facilities or any other location on the Premises. 4. INSURANCE REMINDER: OWNER/AGENT’S INSURANCE P O L I C Y D O E S N O T C O V E R T H E C O N T E N T S O F RESIDENT’S UNIT OR PERSONAL LIABILITY. IF THE R E N TA L A G R E E M E N T D O E S N O T R E Q U I R E , W E RECOMMEND THAT RESIDENT OBTAINS A RENTER’S INSURANCE POLICY. IF RESIDENT DOES NOT HAVE THIS INSURANCE, WE STRONGLY URGE RESIDENT TO CONTACT HIS/HER INSURANCE AGENT WITHOUT DELAY.

delivered in 2012. Highlighting a $72 million apartment construction project in Baltimore’s Union Warf, Bozzuto drew the connection between job creation, manufacturing and multifamily development. “This building required enough concrete to fill 240 swimming pools. End-to-end, the lumber used would span about 331 miles and the drywall could cover more than 42 football fields. In addition, we will use 204,000 lbs. of granite, 290,000 bricks, more than 7,000 gallons of paint, 1,700 appliances and 3,500 cabinets,” said Bozzuto. “A significant percentage of these construction materials were manufactured in America, with more than 25 percent being sourced within 500 miles of the project site.” “The apartment industry can be a robust economic engine that provides lasting job growth and spending nationwide,” Bozzuto added. “With up to seven million new renter households forming this decade— almost half of all new households—

I have read, understand and agree to comply with both pages of these House Rules & Regulations, including any future changes of which I receive written notice. (Must be signed by each adult resident) X

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RESIDENT

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Multifamily Resource Line: 503-823-7224 Online: www.portlandoregon.gov/bps/multifamily Email: multifamily@portlandoregon.gov 2

The Landlord Times - Metro • June 2013

MULTIFAMILY NW President • Paul Hoevet Past President • Jeff Denson Vice President • Pam McKenna Secretary • Kirsten Bailey Treasurer • Chris Hermanski

PAUL HOEVET

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

President's Message

Multifamily NW President

Hello everyone. The Multifamily NW ACE Awards were held at the Portland Art Museum on the evening of May 16th. It was a wonderful event. There were over 500 attendees present for the dinner and awards ceremony. They watched, encouraged, and celebrated as seventeen of their colleagues, peers, and loved ones were honored for their excellence in promoting quality rental housing. I would like to congratulate the winners as well as all of the nominees. I hope you all realize that your dedication and contributions are admired by your co-workers, families, friends, and the entire industry. I would like to acknowledge the ACE Committee members on a job well done, and thank the committee chair, Barb Casey of Kennedy Resto-

ration, and co-chair, Susan Sands of CTL Management – Thank you both so very much. Your devotion to the ACE Awards, the Association, and the Industry is paramount. One of the hardest things for any Association to do is to continually recruit and foster people to fill the shoes of dedicated volunteers such as Barb and Susan. Multifamily NW is very fortunate to currently have a strong group of volunteers but many of those volunteers are the same people that were volunteering 9 years ago when I became involved with committee work at the Association. We need to get some new blood coming up through the ranks. With this need in mind, I make the following plea: I ask that those of you holding Managerial positions within John Nuzzolese, Landlord Protection Agency 877-984-3572, www.TheLPA.com

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The Landlord Times - Metro • June 2013

the multifamily industry encourage your ACE winners, nominees, and other up and coming star employees to get involved in Multifamily NW. The commitment to volunteer on a committee is little more than one hour per month. The exposure to the committee process, networking, and volunteerism is very valuable for any

employee that you wish to help develop. Their involvement will help build devotion to you, your company, the Association, and the Multifamily Industry. Please consider it……it can only make us all stronger and better.

Multifamily NW 2013 Events: MARK YOUR CALENDAR! June 12, 2013 1:00 PM - 5:00 PM Washington Landlord/Tenant Law Vancouver, WA - 6:30 PM - 8:00 PM Landlord Study Hall - Screening and the Application Process June 17, 2013 9:00 AM - 2:00 PM ELEVATE: New Hire Class - Portland, OR June 19, 2013 12:00 PM - 1:00 PM PDX Monthly Luncheon: Assistance/ Companion Animals

June 25, 2013 8:00 AM - 12:00 PM ELEVATE: Electrical – Portland, OR June 25, 2013 1:30 PM - 5:00 PM 1st Annual MWV Putt-Putt Golf Tournament Salem, OR June 28, 2013 9:00 AM - 1:00 PM ELEVATE: Marketing, Portland, OR July 11, 2013 11:30 AM - 7:00 PM 2013 PDX Charity Golf Tournament, Portland, OR

visit www.multifamilynw.org for more dates

DZ &

What Were You Thinking Moments! By Dana Brown and Zach Howell

DANA BROWN AND ZACH HOWELL

Air Conditioning service to come fix theirs. Suzy confessed it was hard to work in this heat. They hadn’t had the air conditioners checked out for the year and prior to summer. Suzy assured the elderly resident that her maintenance team was working on other more important issues at the moment but would get to their work order when they could. Suzy, seriously, WHAT WERE YOU THINKING? There are several problems with your response. As a courtesy, and to better anticipate maintenance costs, you ought to have a policy that your maintenance verify that the air conditioning units

The summer season is coming and that brings the annual challenges of managing and maintaining air conditioning units, along with resident requests for installing air conditioning units. There is still time, this is your year to be proactive! D: Suzy Leaser received a call from a resident on a 100 degree day that their air conditioner was not working. She also mentioned that they were elderly. Suzy explained to the resident that she knows how that goes, the office air conditioner wasn’t working as well and she couldn’t stand it, so she called A1

are in working order prior to the hot weather. The policy avoids the worst case scenario of multiple residents’ air conditioning units out during a heat wave. Suzy, you have the responsibility to repair or replace an amenity that was original and a part of the lease of the unit. Air conditioning during hot weather is likely to rank as the highest priority to the resident. A resident’s health can be at risk during a heat wave. Residents are how our business thrives and we should provide them with exceptional customer service. Remember, they can live anywhere and they chose to live in your community. Making mistakes in prioritizing repairs can be costly. Local apartment and rental housing associations often offer educational opportunities in this market to learn best practices for work orders and efficient management of your property. Below Zach outlines great practical ideas for allowing the installation of air conditioners. Zach, can you share your maintenance team perspective and how it relates to the office team? Z: Sure Dana, first you ought to have a Summer Preventative Main-

tenance Schedule (see last month’s article). The maintenance staff should be inspecting and getting the A/C units in order in April or May getting ready for hot summer weather. This preventative approach will indentify which are not working properly and when to order the proper parts or schedule a vendor to repair or replace. Remember that the goal is to be proactive rather than reactive. With regard to A/C’s in general; if the unit was designed into the building (PTAC) or through the wall unit then onsite staff should be trained to repair and maintain the units. If no A/C’s were included in the original design of the property then a specific A/C protocol needs to be established by the property management company. Here are some things to consider: 1. Proper A/C size for the electrical circuit (6000BTU max for most apartment circuits) 2. Proper unit style for window configuration (a top down window A/C will not work in a side sliding window) 3. Who will install the A/C unit (vendor or maintenance staff) 4. How will it be installed (bracket, Continued on page 5

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The Landlord Times - Metro • June 2013

D&Z

...continued from page 4

not attached to building) 5. Proper window void coverage (cardboard, plexiglass, plywood) 6. Who will repair it if it breaks? 7. Who is responsible if it leaks? 8. Who will remove it? 9. Who will store it during the off season (or can it stay up year round)? Every company will address this complex issue a bit differently. My recommendation is to let outside vendors handle installation and removal in order to decrease the liability of your maintenance staff

breaking, dropping or damaging residents A/C units. If you are going to have site staff install and remove then some training should be provided as to how to best perform installation in order to decrease liability to the company and keep the employees safe. Whether you perform this customer service via onsite staff or vendor have a clear protocol including the above items and clear answers up front so residents and management are all on the same page. Your local apartment association may offer forms to cover this situation.

METRO

PORTLAND & VANCOUVER

STAFF Publisher Will Johnson • will@propubinc.com

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Serving the Portland/Vancouver Multifamily Housing Industry More than 21,000 Distributed Monthly www. TheLandlordTimes.com

D & Z would like to give away free class registrations to our readers from Multifamily NW. It is easy to qualify, just send in a funny story of what were you thinking moments that we can share in our article and you will go into a drawing to win a free class valued at $125 each. The contest will run through the end of June and the winner will be announced in the July issue of The Landlord Times. Send entries to dana@multifamilynw.org.

Dana Brown and Zach Howell have been working and training Managers and Maintenance staff in the property management industry for 20 + years. They are excited to give back and share the crazy stories that can only happen in our industry.METRO, We would love it if you VALLEY, ARIZONA would share your stories and “WHAT WERE YOU THINKING” moments with us as well as questions that you need answers to. Dana can be reached at: dana@multifamilynw.org. Zach can be reached at: zach@aminstitute.net

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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. Metro Apartment Manager is produced monthly and is published by Professional Publishing Inc. An Oregon Corporation. PO Box 30327 Portland, OR 97294-3327. (503) 221-1260 • (800) 398-6751 Copyright 2013. All rights reserved.

RENTAL HOUSING ASSOCIATION OF GREATER PORTLAND

President • Elizabeth Carpenter Past President • Phil Owen Vice President • Robin Lashbaugh Secretary • Lynne Whitney Treasurer • Jon Moon Office Manager • Alita Dougherty Member Services • Cari Pierce Bookkeeper • Pam Van Loon

10520 NE Weidler Portland, OR 97220 (503) 254-4723 • fax (503) 254-4821 info@rhagp.org http://www.rhagp.org

Dinner Meeting I’d like to start this month’s message with appreciation for our expert panel of attorneys who helped make the May dinner meeting a wonderful success. Questions and answers extended a full hour over schedule, and brought to mind a quote from Jed Bartlet of the TV show West

President' s Message

Wing where he said, “She’s not worried about the length of your question, she’s worried about the length of my response.” Legal questions, and their lengthy answers, ranged from trusts and wills, to service animals and companion pets to fair housing laws and Section 8.

Legislative Update Speaking of Section 8, our lobbyist Cindy Robert, has reported very minor edits to HB 2639 in the Senate, having already passed in the House. While we still feel the current version of HB 2639 isn’t ideal, it is the best bill possible, at this time. We long stood alone in opposition, while the other landlord associations moved to neutral early in the process. The recent news of our neutrality is bringing more exposure and credibility to the Association. Our government leaders are becoming more aware of how our members differ from other landlord associations, and have already shown a willingness to consult and collaborate in the future. PR & Branding Dovetailing nicely with the increased exposure in Salem, our PR and branding efforts under Jason Atkinson’s direction are progressing nicely. Our recent press release caught the attention of OPB, which resulted in Phil Owen, Past President and Chair of the Government Affairs Committee, and Portland City Commissioner Nick Fish speaking on the Section 8 bill HB 2639 on the

ELIZABETH CARPENTER RHAGP President

popular Think Out Loud radio show. This opportunity has led to an acceptance by Nick Fish to speak at our July Dinner Meeting. Interaction Looking for ways to get involved? The RHAGP has many opportunities to interact, educate and grow the rental housing industry for the better. Visit our website at www. rhagp.org/committees to view the list of committees and who to contact about current projects and opportunities to help out. As a nonprofit organization since 1927, the Rental Housing Association of Greater Portland depends on our members to uphold our high level of civic participation and supply affordable, quality housing to Oregonians. Find legislative updates and listen to the Section 8 Think Out Loud at www.rhagp.org/lgs.

PCA ...continued from front page 2013, public construction will act as a drag on cement consumption this year," Sullivan said. "However, as the economy gains momentum in 2014, job gains will strengthen states' fiscal conditions and support stronger construction spending." The accelerated consumption predicted during the second half of 2013 should carry into the following year. PCA projects an increase of 9.2 percent for 2014. PCA also upwardly revised its

long-range projections for 2015-2017. Annual growth during that period is expected to be as high as 11.1 percent. PCA predicts cement consumption levels will reach 120 million metric tons by 2017. About PCA The Portland Cement Association represents cement companies in the United States and Canada. It conducts market development, engineering, research, education, and public affairs programs. More information on PCA programs is available at www.cement. org. Note to editors: For additional information, contact Patti Flesher at newsroom@cement.org. Portland Cement Association www.cement.org

Advertise in the Landlord Times - Valley Circulated to over 5,000 Apartment owners, Onsite, and Maintenance personnel monthly. Call 503-221-1260 for more information. 6

The Landlord Times - Metro • June 2013

6 Questions ...continued from front page Today we represent close to 1/3 of the transactions; more and more clients have been gravitating to our company for our quality care. TL: You now serve four markets... give a brief state-of-the union on multifamily real estate in your new market, Phoenix, AZ. JC: We just opened our newest office in the Phoenix market this year and have been making great progress. The cap rates are around 7% and higher for the B and C quality buildings and locations. The price per unit is significantly lower than other markets, and the vacancy rates are moderate around 6-8%. For the individual experienced investor, this market has tremendous upside in value with purchasing a rougher property and transforming it into a stable building. TL: How about Portland? What is your forecast for the next couple years? JC: We have been operating in Portland for 9 years and the market is strong. Investors have a high demand for rental properties and there is a low supply of buildings. This situation should remain the same well into 2015, and rents should be increasing annually. Vacancy rates are historically low in this area, around 3.5%. Portland and Salem are great areas for apartment ownership due to this dynamic. What we are currently seeing is developers building new class

The Landlord Times - Metro • June 2013

A apartments with high rents. As the new projects complete, the market will dilute with the renting demand. In select markets, apartment investing will still be a solid choice with good returns. As new projects complete and demand higher rents, the class B and C properties will demand increases in rents as well. TL: If you could give a couple of key pieces of fundamental advice to new or prospective apartment investors, what would they be? JC: My advice is to make sure that you ask the right questions of anyone that you choose to work with. Ensure that they have experience and are experts in the multifamily industry. Buyers buy on returns and sellers sell on price. However, if you are a seller, be realistic with the sale price. If you are told your property is worth an extremely high price and are offered lower commission than usual, the broker is probably desperate for deals. Beware of this tactic, and get a second opinion. Brokers often try to buy listings by over-pricing the property, which only hurts the seller with lost time and a negative marketing impact. TL: What advice would you give veteran investors? JC: Most veterans know this, but work with experts and respect quality work and confidential information from brokers. If you feel that your

broker only calls you when he needs you to sell, call other firms to build more relationships. A broker/client relationship should be year-round and offer many other services to the client. TL: What advice would you give to prospective sellers to ready their properties (physically and/or financially) for sale? JC: The best advice I can give is to attend our seminars on this exact topic. You should be communicating with your broker year-round so that when it’s time to sell, your property is already conditioned for the top of market price. q

Joseph Chaplik, President Joseph Bernard Investment Real Estate (866) 546-9390 jchaplik@josephbernard.net Joseph Chaplik is the President of Joseph Bernard Investment Real Estate, an award-winning brokerage firm in Oregon, Washington, and Arizona. His company was recently named the 56th Fastest Growing Private Company in Oregon, and has been named a finalist for the Oregon Ethics in Business Award. Mr. Chaplik has 18 years of executive leadership experience and has been involved with real estate for eleven years.

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market conditions change, many leasing consultants are eager to use rent concessions and other incentives to entice people to rent at their communities. Yet even when there are few vacancies, it’s hard to break the habit of readily promoting a “bargain,” rather than the value received for the price. The following concern was recently brought to my attention by a property management company:

Q: My leasing staffs have become so conditioned to using rent concessions and other types of incentives at the first sign of an occupancy problem, I think they are actually selling the concessions, rather than the available apartments. Even when we only have a few vacancies, they immediately want to resort to the use of concessions, rather than get creative to sell the value of their product. What can we do to get out of this vicious cycle, especially if this is what our competition is doing?

A: This is a very “sore” subject as and low move-in costs will ultimateconcessions are meant to solve the very problem they create: rent loss. To further add insult to injury, rent concessions and deposit incentives will ultimately devalue a community over time. The rental market goes through cycles, just like everything else. If you teach your employees how to sharpen their leasing skills and offer rewards for NOT using concessions, then you will enable them to “ride out the storms.” You can also network with the competition in your area. If your rents are all approximately the same price per square foot and no one is “giving away the farm,” then everyone will have some “honest” competition. If you lose a prospect to the community down the road, then find out why and figure out what you can do about it. (i.e. If they have an exercise room and you don’t, maybe you can work out a deal for your residents with a local health club, etc.) Quality promotions, like open houses, prize drawings, parties, etc., can increase traffic and boost employee morale. However, rent reductions

ly have a negative impact on your existing residents and compromise the quality of your resident profile. Sure. You might move in MORE people with all the “deals,” but how long can they afford to stay once the rent goes back up? Higher turn-over affects the stability of the “community” environment you have created, and also increases the “wear and tear” on your apartments. Plus, how will these “shorter term” residents pay to restore the apartment to its original condition on the way out, if they didn’t have to pay a full deposit on the way in? Concessions cannot take the place of skillful leasing. They are merely a “quick fix,” which create problems and challenges of their own. You must invest in quality training and come up with creative incentives to motivate your leasing staffs. In addition, you will have to educate other property management companies in your area on the value of “fair” competition in order to “level the playing field.” This will pay off in higher occupancies and increased revenues for EVERYONE!

Are you dealing with a unique challenge or unusual situation at your community that you would like to see addressed next month? The Secret Shopper would like to invite you to send in your questions, as other people may be dealing with the same or similar issues. - You will remain as anonymous as the Secret Shopper! Please ASK THE SECRET SHOPPER by making contact via e-mail. Your questions, comments and suggestions are ALWAYS welcome! ASK THE SECRET SHOPPER Provided by: Joyce Kirby SHOPTALK SERVICE EVALUATIONS Phone: 425-424-8870 E-mail: joyce@shoptalkservice.com Web site: www.shoptalkservice.com Copyright © Shoptalk Service Evaluations

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BLUESTONE & HOCKLEY

The Changing Landscape of Property Management

Elena Tangman-Wells, Executive VP, Bluestone & Hockley Real Easte Services

oday property management is a different industry than it was 20 years ago, much different. As managers progress technologically so do their clients. These clients want 24/7 access to their property data and expect constant communication. Managers who are accountable, flexible and work to integrate new technology into their process are poised for immediate and future success At Bluestone & Hockley we use programs and web platforms aimed to increase transparency, communication and client security. Our managers can spend more time improving properties, decreasing vacancy and increasing value. Today’s manager must be trained and kept up to date on the latest updates and programs. Docusign, NetVendor and RentManager are just a few of the programs Bluestone & Hockley has quickly adopted and implemented for cutting edge management. Rent Manager: Because of The wide range of properties under the Bluestone and Hockley’s umbrella needs a highly sophisticated platform is needed. From commercial properties to homeowners associations, Rent Manager allows B&H

property managers to restrict properties to designated bank accounts, create property groups and pull customized, detailed, accounting reports based on these groups and electronically file monthly financials with a few key strokes. Besides its organizational skills the software saves thousands of sheets of papers and rooms of filing boxes, and with environmental concerns taking precedent this is a definite plus. Net Vendor: How do you know the technician you hired to replace the drywall in your 100 unit complex is reliable and professional? Are they licensed and bonded? With NetVendor these questions won’t enter your mind. NetVendor filters vendors through its system checking insurance, backgrounds, and valid trade licenses. All this information assures the work will be completed by a professional and licensed technician. Property Managers can also “rate” the quality of vendor, which improves the vendor selection process. vFlyer: vFlyer is an online service for creating standardized, professional-looking classified ads. Design templates are included in the service,

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optimized for sites like Craigslist, Zillow and Trulia. The advanced software targets large audiences both online and offline and the posts are easily linked and can be embedded on websites and other pages. Bake Extra Cookies: Craigslist has become a hub for rental advertisements and Bake Extra Cookies has the resources and knowledge to create an effective Craigslist ad. There

tagline is “Get Leases By the Dozen” and they call themselves “your property advertising platform”. Their system, which provides a simple way to create successful online advertisements optimized for the web, is effective and has become a useful tool for managers and leasing agents. Docusign: This software service provides cloud-based electronic sigContinued on page 11

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New IREM® Whitepaper Examines Effective Communication as a Critical Leadership Skill

The most common competency listed for virtually all job descriptions is good communication. A new white paper just published by the Institute of Real Estate Management (IREM®), explores just what it takes for real estate managers and practitioners in other fields to become effective communicators, and therefore better leaders. Titled simply “Leadership Development: E ff e c t i v e Communication,” the publication is the third in a series of IREM® white papers that will examine various leadership-related topics. It acknowl-

edges at the outset that the ability to communicate with others is one of the toughest skills to master, particularly because the meaning of any communication is determined by the person receiving it, not the person delivering it. Consequently, the same message can mean different things to different people. Observing that perhaps the simplest definition of effective communication is when everyone receiving information ascribes to it the same meaning that was intended by the sender, the white paper goes on to address: • The three basic rules for making

any communication more effective • How to craft the message to achieve your communication objectives • Communication barriers to avoid • How to be a better listener • How emotional intelligence (EQ) impacts communication • Specific actions you can take to be a better communicator. PRICE AND ORDERING INFORMATION IREM® Members can download “Leadership Development: Effective Communication” at no cost from www.irembooks.org, but they must log in as a member to download the publication free. The price of the publication for non-members is $5.99 and can be paid for by credit card (VISA, MasterCard, American Express, and Discover) and downloaded at www. irembooks.org. ABOUT THE INSTITUTE OF REAL ESTATE MANAGEMENT The Institute of Real Estate Management (IREM®) is an international community of real estate managers dedicated to ethical business practices, maximizing the value of investment real estate, and promoting superior management through education and

information sharing. An affiliate of the National Association of REALTORS®, IREM is the home for all industry professionals connected to real estate management – and the only organization serving both the multi-family and commercial sectors. We believe that good management matters, and that well-managed properties pay dividends in terms of value and in the quality of life for residents, tenants and customers. We believe in professional ethics. We believe in the power of knowledge and the importance of sharing it. IREM offers a variety of membership types for professionals of every experience level, from on-site managers to high-level executives. Our credentials, earned by meeting high standards of education, experience, and ethical business practices, include: Certified Property Manager® (CPM®), Accredited Residential Manager® (ARM®), Accredited Commercial Manager (ACoM), or Accredited Management Organization® (AMO®). Since 1933, IREM has set the standard for best practices in real estate management. Today, IREM® membership includes nearly 18,000 individuals and 550 corporate members. To learn more about the IREM and its chapter network, call (800) 8370706, ext. 4650 (outside the U.S. call (312) 329-6000) or visit www.irem.org.

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Changing ...continued from page 9 nature technology allowing managers to send secure documents at light speed. This process saves manager’s time and gives tenants and owners a convenient way to sign important documents anywhere, without the manager chasing autographs the whole day. PayLease: With PayLease property managers have the ability to collect rent, dues and lease payments electronically. The software improves funding time so managers aren’t waiting by the mailbox to collect checks. Custom web integration is also used to embed the PayLease services into a company’s website making payment simple and fast. CellPhones: How significant is it if all the applications listed above can be accessed on a cellphone? The miniature computers in our pockets give property managers the ability to stay connected with their clients, check the progress of service orders, reply to e-mails, and monitor rent collection all while out of the office. Mobile information and communication are big reason why the property management industry has become so

dynamic and multifaceted. Managers are taking on more as their ability, knowledge and connectivity develop with the advances in mobile technology. This industry has been fast to integrate new developments into every operation. Adopting these programs and methods to expand a property manager’s ability to quickly market and communicate with owners, tenants and vendors has raised the performance bar and has become a part of the regular activity in this industry. Property managers are highly skilled professionals who now merge the latest gadgets and software with management skills and real estate knowledge. Companies who train their employees and support this wave will reap the benefits immediately. This rush to technology has freed property managers to explore their field and connect with people in the field. However, the ability to grasp new technologies hasn’t transformed the essence of the business or real estate. Technology has changed the operations and communication lines but real estate is still an indus-

try of relationships. Software and cell phones can’t change that. Elena Tangman-Wells, Executive Vice President, has been associated with Bluestone & Hockley since 1993. She started her real estate career with B&H and now oversees Residential, Community Association Management and Maintenance departments-three of the six departments of the company. She has a strong background in many aspects of property management including enforcement of the landlord/tenant laws, general maintenance, financial management, and resident manager training.

As a senior member of the corporate management team, Elena’s focus has been the development of our “best practices.” She sets company policies, procedures and training programs to insure that Bluestone & Hockley Real Estate Services stays one of Portland’s most successful property management firms. She firmly believes that the company’s mission to be “A Better Real Estate Experience” is achieved through staff education and development and a commitment to providing excellent customer service.

Please Visit us at www.TheLandlordTimes.com

The Landlord Times - Metro • June 2013

ASK THE ENERGY EXPERT LARISA SEIBEL, PGE Energy Expert

Streamline Move in, Move out and Billing

What’s the best way to handle move in, move out and billing efficiently?

A: Portland General Electric has

several suggestions to make all of these processes easier for multifamily property managers and owners.

Move-in/move-out account transfers You should contact PGE five business days before a tenant’s move date, so we can record account and meter information. There are two ways to contact us with this timesensitive information: • By phone. Call 800-822-1077 to be routed directly to our Business Services Team and avoid the general queue. We’re available from 7 a.m. to 6 p.m., Monday through Friday. • By fax. Fax information on tenant moves to PGE Business Services at 503-612-3940. Please include the following information: • Property address • Move date • Tenant’s name

Your call or fax to PGE initiates the account transfer process on your end. If you sign up for Default Billing (see below), your call or fax helps ensure that the unit’s power is not shut off after the tenant’s account is closed, so you can work on the unit or show it to prospective tenants. Ask tenants to call PGE, too After your call or fax, we mail postcards to your tenants to remind them to set up or close their PGE accounts. Please remind tenants that they also need to call PGE when they move in or move out. PGE reads meters remotely and may remotely connect/ disconnect PGE’s “smart” digital meters read the tenant’s meter remotely over a private, secure wireless network. You and your tenants never need to read the meter dials. For many multifamily units, smart meter technology also enables PGE to remotely connect and disconnect power without an on-site visit from a PGE technician. This means you might not see a PGE truck, so you won’t have a visual cue to remind you to transfer account in-

formation. That’s why it’s important to follow the above procedures. Sign up for Default Billing Enrolling in our free Default Billing program for each of your rental units saves valuable time and protects your investment. Default Billing sets up each unit’s account so it automatically reverts to you when a tenant moves out, avoiding potential disconnections while you’re trying to work on or show an apartment. You and your tenant still need to call us with move-in and move out information, but you won’t have to provide your account information each time. Calling also helps us verify the move-out or move-in date you specify with the dates your tenant has provided. Opt for Paperless Billing and Auto Pay Another free way to simplify your billing and reduce waste is to switch to electronic billing and payment. With Paperless Billing, PGE notifies you by email or text message when your PGE bill is ready to view online. You can print your bill stub and pay by mail or save a stamp and pay on-

line. We’ll also email your PGE newsletter. This service is secure, and you can view up to three years of billing history online. Get started at www. PortlandGeneral.com/Paperless. Automate the process and save time with Auto Pay, which offers the convenience of automatically deducting the amount due on your PGE bill from your bank account. Sign up at www.PortlandGeneral. com/Autopay. Contact PGE’s Business Services team Call us to find out more about any of the procedures or options mentioned here. You can reach us at 503228-6322 or 800-822-1077 or email Business.Services@pgn.com. If you have questions you’d like to have answered in future columns, please e-mail Sarah.Pagliasotti@pgn.com.

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National Mortgage Settlement Provides More Than $1.1 Billion in Relief to 15,500 Distressed Washington State Homeowners The nation's largest mortgage servicers have distributed $1,168,242,476 in direct relief to 15,508 distressed homeowners in Washington state or about $75,332 per homeowner as part of the National Mortgage Servicing Settlement according to an update released today by Joseph A. Smith, the Settlement administrator. The Settlement was reached over a year ago when HUD, the Department of Justice and 49 state attorneys general reached an agreement with nation's five largest, mortgage servicers - Bank of America, Wells Fargo, Citibank, J.P. Morgan Chase and Affinity (formerly GMAC) - to address mortgage loan servicing and foreclosure abuses. Nationally, the Settlement Administrator also reported today, as of March 31st the five servicers have distributed $50.63 billion in direct relief to over 620,000 homeowners,

or roughly $81,000 per homeowner under the Settlement. The Administrator's update report can be found at https://www.mortgageoversight.com/map-reports/updatedconsumer-relief/ The assistance provided by the servicers included modifications of 1st and 2nd mortgages, forbearance agreements, short sales and deedsin-lieu of foreclosure. The report demonstrates significant progress on the broadest and most robust principal reduction program in the nation's history. New York homeowners have received more than $1.9 billion in consumer relief. "One year in," said HUD Secretary Shaun Donovan, "it is clear that this historic settlement is making a profound difference on lives and communities. We have far surpassed expectations in our efforts to assist struggling Americans. Due to the efforts by 49 bipartisan state attorneys

general and the federal government, hundreds of thousands of people are able to stay in their homes or avoid foreclosure, preventing the erosion of the social fabric of our communities. As a result of the settlement, over 620,000 homeowners have received on average more than $81,000 in benefits thus far." "The Monitor's latest update reaffirms a simple truth: that large-scale principal reduction is an important tool in preventing foreclosures. We look forward to reviewing the Monitor's compliance reports next month. We will also continue to keep a close eye on the banks to ensure they live up to their end of the deal when completing their consumer relief requirements and their progress on implementing new and improved servicing standards," Donovan concluded. " We will not stop until homeowners get a fair shake."

HUD's mission is to create strong, sustainable, inclusive communities and quality affordable homes for all. HUD is working to strengthen the housing market to bolster the economy and protect consumers; meet the need for quality affordable rental homes: utilize housing as a platform for improving quality of life; build inclusive and sustainable communities free from discrimination; and transform the way HUD does business. More information about HUD and its programs is available on the Internet at www.hud.gov and espanol.hud.gov. You can also follow HUD on Twitter at @HUDnews or on Facebook at www. facebook.com/HUD. or sign up for news alerts on HUD's News Listserv.

The Landlord Times - Metro • June 2013

Dear Maintenance Men: By Jerry L'Ecuyer & Frank Alvarez Dear Maintenance Men: My tenant has a toilet that has little cracks in various places. It has small cracks, but no leakage. I looked online and they said you could epoxy it or replace it...but you must do something. How can you tell what will work? What would be the best thing? Also, do toilets just crack over time? (“I read your column every time! That and the Legal Corner one.”) Kristina Dear Kristina: Our first thought is that the toilet is not on level ground. It might not rock, but it may have pressure points between the floor and the bottom of the toilet or the between the sewer ring and the toilet. Toilets do not typically crack by themselves. They are either abused by the tenant or the installation is poor. (Sometimes both!) We would recommend replacing the toilet and doing a bit of sub-floor work to determine what is causing pressure on the toilet. Epoxy is a short-term fix without repairing the cause of the cracks. Being a rental, you do not want the toilet breaking dramatically while in use! This would not only be a liability for you, but could cause water damage to your property.

Dear Maintenance Men: We have been reviewing our safety procedures and have decided to make a safety checklist to help avoid a possible disaster in the future. What is your opinion of earthquake safety measures such as auto shut-off gas meters, water heater strapping and the seismic retrofitting of older buildings? Where can I find information about protecting my property in a disaster? Where would I find a contractor who specializes in seismic retrofitting? John

The following publications will provide you with most of the information you will need to make an informed decision: 1- The Homeowners Guide to Earthquake Safety. Written and compiled by the California Seismic Safety Commission in Sacramento. Phone: (916) 263-5506. 2- Introduction to Earthquake Retrofitting, 80 page illustrated book from the “Building Education Center” in Berkeley, CA. Phone: (510) 5257610.

Your local apartment association should have earthquake information handy for you. They should also be able to lead you to a contractor that specializes in seismic retrofitting. Continued on page 17

Dear John: Seismic shut-off gas valves are a very good addition to your safety list. There are several manufactures and a wide price range depending on the size of your gas pipe. A simple web search will give you many companies to choose from or call a licensed plumber. Water heater earthquake straps are a must. If you are handy, your local hardware store supplies straps, they are inexpensive and easy to install. Before you start any seismic retrofitting for your building, we recommend talking to your local building department for building code information, and it is a good idea to consult with a structural engineer.

3- Damage Control booklet. Simpson Strong Tie Products for earthquake resistant construction. You can pick up a copy at any hardware store or home improvement center.

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Curb Appeal: It's More Than Just Another Pretty Face The sun is out and you’re property is no longer hidden, and, due to your busy schedule during the Fall and Winter months, your rental property may have become a magnet for crime or suspicious activity. It’s time to ask yourself, “Is my property’s exterior appearance inviting to criminals, deadbeats or other unsavory characters?” Unfortunately, many landlords surrender a majority of the control of their properties exterior upkeep to tenants. However, a landlord is obligated to make sure the aesthetic and physical nature of the property is attractive to honest renters and unattractive to dishonest tenants. Landlords can do their part by taking on a few housekeeping items to help prevent crime from happen-

ing at the apartment or rental home, and to keep the neighborhood a desirable place to live. The idea is simple; natural surveillance. Natural surveillance, a term coined by Crime Prevention Through Environmental Design, known as CPTED (pronounced “Sep Ted”); a field of knowledge developed to demonstrate that the architecture of some buildings deters crime while that of others encourages it. This concept includes exterior illumination, landscaping, and general property maintenance. Replace any missing or burnt out light bulbs. Install motion-detecting fixtures if none exist. Trim all shrubs to allow visibility from both inside and outside the unit and in such a way as to

not promote humans to hide behind them. Prune any tree branches hanging below 6’. Clear the property paths of any debris to the entrance of the home and install a stone walkway or something similar to deter wandering. Make it clear to visitors where they are expected to enter the rental property from and have a freshly painted front door to welcome them. Maintain the fence in good repair; address graffiti immediately, replace broken sections as needed, keep pets in but leave gaps to maintain visibility. Make sure address numbers are clearly posted for potential renters or apartment residents to easily find the home as well as for emergency vehicles. “No Trespassing” signage is agreeably

unattractive, but that’s the point of them! Simple signage is virtually effortless yet loudly conveys to others that you mean business in maintaining your real estate investment. Taking care of these basics will make at least a psychological impression that someone cares. Crime is less likely to occur if criminals feel like they may be seen. Protect against neighborhood decay. Remember, your investment property is an extension of you. Katie Poole – Hussa is a Licensed Property Manager, Continuing Education Provider and Principal at Smart Property Management in Portland, OR. She can be reached with questions or comments at Katie@SmartPM.co.

Advertise in The LandlordTimes Metro Circulated to over 20,000 Apartment owners, On-site, and aintenance personnel monthly. Call 503-221-1260 for more information. 16

The Landlord Times - Metro • June 2013

Maintenance ...continued from page 15 Dear Maintenance Men: I have a unit that has pocket doors between the kitchen and living room and also between the hallway and the living room. The door has fallen off its track and no matter what I do; I can’t get it to work properly. How do I fix this problem? Jack Dear Jack: Pocket doors … a love/hate relationship. We love them because they are an efficient use space, but when they go bad, we hate them. Pocket doors by their nature are very secretive and getting to their internal working parts is almost impossible. Pocket doors operate very similarly to sliding closet doors. The door has a set of rollers that attach to a track above the door. Typically what goes wrong is that either a roller bracket has come loose or one of the rollers has broken. Unlike a sliding closet door, the pocket door cannot easily be angled away from the track and removed. The

only way to extract the pocket door is to remove the casing around the door opening and the vertical jamb on the side where the door that goes into the wall. The door can than be tipped out and removed. This is not easy, as sometimes the top jamb must be removed first depending on original installation. A second method is to make a four-inch hole in the wall in line with the track. This will allow access for your hand and a tool for repairs. Every door is different; a close inspection of the hardware should help determine which side of the wall to open. The most common problem with pocket doors is the screws holding the roller brackets becoming loose and getting out of adjustment. Replace the screws with a larger more aggressive thread pattern and try to use new holes if possible. Lastly, check that there are no nails or screws protruding through the drywall into the pocket door; check for hanging picture frames or other decorations. An alternative if the pocket door is not a critical use door. Using jamb or casing

material, seal in the pocket door in the wall. In other words, abandon the pocket door, seal and paint the repair, call it a day.

QUESTIONS? QUESTIONS? QUESTIONS? We need more Maintenance Questions!!! To see your maintenance question in the “Dear Maintenance Men:” column, please send submission to: Questions@BuffaloMaintenance.com Please “Like” us on Facebook.com/ BuffaloMaintenance

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. #: 01216720 Certified Renovation Company Websites: www.BuffaloMaintenance. com & www.ContactJLE.com www.Facebook.com/ BuffaloMaintenance

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Landlord Education Classes Call 503/254-4723 Pest Control CLASS Thursday June 20, 2013 11:30am at RHA Office 10520 NE Weidler Portland OR 97220

Taught by Mike Gardner & Ed White, Real Estate Mold Solutins

Taught by David Frost, Frost Integrated Pest Management A brief overview of some of the more As property and business owners, common pests in our area, including you cannot afford the liability risks of undetected mold and improper cleaning small ants, carpenter ants, cockroaches, bed bugs, fleas, spiders, mice of affected areas. This class focuses and rats. How to identify them and how on how to prevent mold growth in your properties along with the proper to best prevent them before they become a problem and cut into profits. techniques for cleaning and recovering from mold damage. 1 Continuing Education $25/Members, Credit Hour $35/non-members $25.00/Member, $35.00/Non-Member What Is Radon? CLASS Tuesday June 25, 2013 6:30pm-8pm at Standard TV & Appliance 3600 SW Hall Blvd. Beaverton OR 97005 Taught by Steve Tucker, Cascade Radon What is Radon? Where does it come from? Why is it a health risk? How do you test? What is the cost of testing? What creates elevated radon levels? Mitigation techniques and the cost thereof. Radon-Resistant New Construction (RRNC) and new radonrelated building codes. Come have all your questions about Radon answered by a professional. $25.00/Member, $35.00/Non-Member

The Landlord Times - Metro • June 2013

Fair Housing and Screening Review CLASS Wednesday June 26, 2013 11:30am at RHA Office 10520 NE Weidler Portland OR 97220 Taught by Marcia Gohman, National Tenant Network This class will review some Fair Housing basics and how they apply to the screening process. We’ll be discussing protected classes, accepting applications, possible evictions, criteria and exceptions. If you have taken a class from Marcia before, you know that the class will give you a lot to think about but will not be boring! 1 Continuing Education Credit Hour $25.00/Member, $35.00/Non-Member 17

Three Effortless Ways To Win The Property Management Paperwork Battle! © By Ernest F. Oriente, The Coach Buried under mountains of property management paperwork? Do the projects seem to never end? Imagine how good you would feel if every day you could start with a clean and organized desk? Well dream no further! By following the three powerful tips listed below, your dreams will become reality! Setting up your system: Start by ordering two 8 ½ x 11 “flat desk files”. A flat desk file looks like an accordion file, except it lays flat on your desk and can be easily carried with you. One desk file should be tabbed A-Z, the second one should be tabbed 1-31. The A-Z desk file is perfect for hold the resumes of potential new hires, sorted by last name. This A-Z desk file is also great for keeping employee or resident “working” files, at your fingertips. The 1-31 desk file is ideal for organizing upcoming meetings or projects, by appropriate dates. Also, this tool is perfect for managing any projects you have delegated to be done by others. For instance, if you have a big project due on the 18th and have assigned others to complete certain portions of

the project by the 12th, then file your notes to the 12th and confirm on the 12th the work has been done. Then, re-file this project for completion on the 16th so you can do any last minute changes, before the 18th. Tip From The Coach: Remember, any organization system is only as good as you make it. It generally takes 21 days to incorporate a new idea into your current system. Stick with it…having a system for your paperwork is a real joy! Using the four D’s: The four D’s are DO IT, DELEGATE IT, DECIDE OR DUMP IT. These are your only four choices when handling any kind of paperwork. “Do It’ means exactly that…do it now and do not handle any piece of paperwork a second time. This means, read the information you’ve been sent and act on it. “Delegate It” requires you to ask the question…“who can help me complete this project or task so I can stay focused on my responsibilities?” Once you have delegated a project to someone else, then use your desk file (1-31) to store your notes until

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the project is completed. “Decide” means the paperwork you have been sent will require your quiet and uninterrupted attention, like monthly financial reports or annual employee reviews. Put this type of work into a separate folder labeled “To Decide” and find a few quiet minutes early the next morning before your work day begins, and complete this project or task. “Dump it” means exactly that…dump as much as possible in the trash can, the first time you handle any paperwork. It’s that simple. Tip From The Coach: In addition to the four D’s, schedule an appointment with yourself twice a year when business is the slowest, to review all the paperwork you have filed in your office. Take the time to “dump” everything you no longer need. Each time you do this, it will further clarify for you which paperwork is important to your property management company to save and which paperwork can be easily discarded. Scheduling your day: Schedule your day using some

form of computer software/paper calendar or appointment book. Try to schedule important meetings early in the week so others can work on the assignments you have given them. Try and schedule all interviews early in the morning when you are the most rested and the least likely to be interrupted. By having a busy morning, you then have the freedom to plan the rest of your day more loosely. Use your calendar or appointment book to schedule both professional and personal activities as it is helpful to have everything in one place. Lastly, schedule an appointment with yourself for any projects you are working on. This is a simple way to manage your workload and a powerful way to have your “to do” list LIVE in your week’s calendar. Tip From The Coach: Now, once you have followed the tips above, schedule the things most important to you. Start by planning the time you are going to spend with your family, the time you are going to spend with those you love, and yes— time for yourself to relax and enjoy Continued on page 19

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The Landlord Times - Metro • June 2013

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your life. Please know that having a rich and rewarding life starts with simplicity. Want to hear more about this important topic or ask some additional questions? Send an E-mail to ernest@powerhour.com and The Coach will E-mail back to you a free invitation to be a participant on a PowerHour conference call. I promise we will have great fun! Author’s note: Ernest F. Oriente, a business coach since 1995 [30,200 hours], a property management industry professional since 1988--the author of SmartMatch Alliances--and the founder of PowerHour...[ www.powerhour.com and www.powerhourseo.com and 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 [ www.powerhour. com/propertymanagement/utilitybillaudit.html ] national real estate and apartment building insurance [ www. powerhour.com/propertymanagement/ insurance.html ], 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 [ http://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 7000 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 200+ articles for the property management industry and created 350+ 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

John Nuzzolese, Landlord Protection Agency 877-984-3572, www.TheLPA.com

Excuse of the Day "We heard you were going to be away for a couple of months, so we figured we'd give it to you when you get back." My 3rd grade son mentioned in school that we may be going to Disney World. He'd like to stay there for a "couple of months". The brilliant Tenant's son overheard. - Marshall M., NY

5 reasons to use rentegration 1. Access - Rentegration.com is a web 4. Management Database - Rentegrabased, multi-user software offering cus- tion.com is an easy to use, database drivtomers 24/7 access to forms generation, en software. Most form fields are auto populated from the database. The modarchives, property management data- Tenant Color Standards for National Network Logo base, basic accounting, vendor ordering ules are all integrated and work together. For example, a customer can use the rentand other services. roll function to identify all delinquencies, 2. Rental and Lease Forms - Unlimited apply fees, and create eviction forms with use of a full line of state specific rental a few simple clicks of the mouse. and lease forms. All Rentegration.com forms are created by attorneys and/or 5. Value - Large property management companies that use Rentegration.com local rental housing associations. for only forms generation will save time 3. Simplified Accounting - Owners and money over other methods. Mid and managers can track income and ex- and small size property managers and pense for each unit, property and compa- independent rental owners can manage ny. Perfect for mid and small size property their entire business at a fraction of the managers and independent rental own- cost of other software and forms. ers, who neither have the need or budget for larger, more expensive software. Exclusive Industry Partner of:

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Rating Scale = (E)Excellent (VG) G) Very Good

TENANT(S): ____________________________________________________ DATE:________ ADDRESS: ____________________________________________________ UNIT: _________ LIVING AREAS CITY: _________________________________________ STATE: __________ ZIP: _________ DESCRIPTION OF PET(S)

Walls

Windows Blinds/Drapes Rods Floor

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___ ______________________ ___________________ UNIT: _________ U ___________________ STATE: __________ ZIP: _________

Out

48-HOUR NOTICE OF ENTRY

Pursuant to RCW 59.18.150, this is your 48 hour notice that entering the dwelling your la landlord or their agents unit and ______________________ premises located at (Address) will be ______________________ ______________________ ____________ on between the hours of (Date) and . (Time) (Time) The entry will occur for the ______________________ following purpose: ___________ Doors/Woodwork___________ ______________________ _________________________________ ___________ ______________________ Locks ______________________ _ _ BEDROOM

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Locks Tenant(s) certify that the above pet(s) are the only pet(s) on the premises. Tenant(s) understands that the additional pet(s) are not permitted unless the landlord gives ten Ceilings ant(s) written permission. Tenant(s) agree to keep the above-listed pets in the premises subject to the following terms and conditions: Electrical Outlets

1) The pet(s) shall be on a leash or otherwise under tenantÕ Garbage s control Cans when it is outside the tenantÕ s dwelling unit. TV Antenna/Cable 2) Tenant(s) shall promptly pick up all pet waste from the premises promptly. 3) Tenant(s) are responsible for the conduct of their pet(s) Fireplace at all times. 4) Tenant(s) are liable for all damages caused by their pet(s). 5) Tenant(s) shall pay the additional security deposit listedCleanliness above and/or their rental agreement as a condition to keeping the pet(s) listed above. 6) Tenant(s) shall not allow their pets to cause any sort of disturbance or injury to the BEDROOM other tenants, guests, landlord or any other persons lawfully on the premises. 1 7) Tenant(s) shall immediately report to landlord any typeWalls of damage or injury caused by their pet. Windows 8) This agreement is incorporated into and shall become part of the rental agreement exe -cuted between the parties. Failure by tenant to comply with any part of this agreement Blinds/Drapes shall constitute a material breach of the rental agreement.

Disposal

Dishwasher

Counter Tops

Cabinets

Sink

Floor

Light Fixtures

Ceilings

BEDROOM 2

Landlord

Phone

Blinds/Drapes

BATH ROOM Towel Bars

Method of Service:

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* Add one additional

Walls Windows Blinds/Drapes

Post and Mail:

day for compliance

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BEDROOM 2

if served by post

Rods

______________________________ Floor Tenant ______________________________ Light Fixtures Tenant Doors/Woodwork

Locks Ceilings Electrical Outlets

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Essential Services

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