On-Site Rental Housing Journal (Seattle) November 2014 -- Trends Trade Show Edition by Professional Publishing, Inc

Rental Housing Journal On-Site

November 2014 - Vol. 8 Issue 11

3. 30th Annual TRENDS Trade Show Schedule

20. Dear Maintenance Men

4. Catching up With Washington Apartment Association

24. WMFHA Advocate. Educate. Celebrate.

22. Shoptalk

6. Pierce-Kitsap-Thurston Remains Strong; Rents up 1% in Quarter

26. Mind Your Business 28. 5 Strategies to Ensure Family Business Success

7. 4 Principles for Staying Cool Under Pressure – and Succeeding

32. Compost Food: It’s Not Garbage Anymore!

8. Whose Door is it Anyway? 9. How to Lose an Eviction Case 10. Park It Right There!

33. Industry Review: The Home Depot & ARPOLA Discount Program

11-19.

38. The 3 Major Sins of Sales

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Puget Sound Apartment Owners, Property Managers & Maintenance Personnel

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Published in association with: Washington Apar tment Association, IREM & Washington Multifamily Housing Association

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$65 if received before December 4, 2014 $80 after December 4, 2014

Maintenance Is being a Limited Department’s Liability Company (LLC) Fair Housing awareness— right for my business? Keeping out of trouble Roxanne Vierra, King County Civil Rights Sean Flynn, Atty, Tina McLeod, Tacoma Human Rights

Costs & Liability of The Art of Working for/with In what direction are Improving the Bottom Line Misused Pesticides in a Private Property Owner property values moving? Through Water Efficiency for Owners/Property Travis Andrews, Paragon RE Multi-Unit Housing

TRENDS is “THE” largest and Managers Bill Jackson, Protocol PM Cliff Ridgway, Foundation Bank Hagstrom, Westlake Assoc. Marie Pettie, Safe Harbor PM Curranrental Joanne B. Prado, oldest Northwest housing ckler, Atty Michael Brent, Bob McGrouther, Epidemiologist, State of WA Sherry Zane, Phillips RE Services Luther Burbank Bank Cascade Water Alliance Steve Towns, Norwood Villa Apts management and ownership TRADE SHOW Playgound cs Disappear: Is It a Straight Line? Strategiesand Using How to Effectively education conference trade Maintenance: Inspection Moving Up the Career Landlord/Tenants Law er Service Increase NOI = Reduced Liability to Enforce Obligations nd Tricks Ladder? show. How to inspect & Maintain Mike Jansen, Tecton of residents.

Rose, e Residential

Your Own Playgrounds Felicity Alexander, Essex Prop Trst Mary Lou Iverson & Mary Sue Linville, Risk Consultants

Phil Cresswell, Indigo RE

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unicating y in a Social World & ily Business

Career—Achieving Excellence for Professional Advancement Donn Garrett, Thrive Communities David Alfano, ConAm Mgmt.

A Review of

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ike Today

On-Site Staff & Residents Is Vital to the Maintenance Department’s Success Rommel Anacan The Relationship Difference

Criminal Trespass; Homelessness Legislation

2014

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TRENDS ‘14 Davis, This year TRENDS is celebrating Features a 215 Boothit’s Creative n Ginder, 30TH ANNUAL EDUCATION Trade Show ative Media TRADE SHOW CONFERENCE and TRADE SHOW!

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State/Local Laws Construction Liens Housing Authoritybe Personnel The 30thNewEricAnnual TRENDS will M. Steven - WAA William Shadbolt, Broad Reach Mgt. Rob Trickler, Atty.- WAA Mike Jung, Sea. Housing Auth. Mark Gjurasic, Lobbyist l Anacan, Pam Taylor, King Co. Housing December 11th at the Chris Benis,Washington Atty. Sean Martin - RHA Sharon Cunnington ship Difference Bill Hinkle - RHA Early Bird NW Properties Convention Center, Seattle 7:30 am TRADE SHOW Maintenance: Why Legal & Election Issues in dern Property Positiveto Unlicensed Assistants Small Claims Court— 4:30 pm. ent Business Good Relations with the 2015! Rent Control Update; & Real Estate Agency Going for Your Gold! Laws. Knowledge to Keep You Out of Trouble

Rob Trickler, Atty. - WAA longest running a TRENDSMark is the Gjurasic, Lobbyist Sue Lewis, RHA Chris Benis, Atty Sean Martin - RHA continuously Bill Hinkle - RHAproduced event at the TRADE SHOW Washington State Convention rough NOW! Plus the $1,500 DRAWING Center.

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In this Issue ... 40 Workshops

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TRENDS is a national awardwinning event. TRENDS 2014 also includes the largest regional industry trade show continued on page 7 Professional Publishing Inc. PO Box 6244 Beaverton, OR 97007

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John Barr, Barr Branding

Roxanne Vierra, King County Civil Rights Tina McLeod, Tacoma Human Rights

Sean Flynn, Atty,

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Dealing with a difficult LeasingologyHow NOT to ‘Blow’ On-site Managers—Act The Art of Working for/with Improving the Bottom Line staff member & resolving The Secrets to Having a an Eviction— Like You Own the Place! a Private Property Owner Through Water Efficiency for Owners/Property team conflict Documentation, Action A NEW Perspective, Great Career as a Paul Tollner, Epic Asset Mgmt. and Judgement Managers NEW Way of Thinking Bill Jackson, Protocol PM Leasing Professional Monica Yoshihara, Essex Property Trust Suzanne Bachler, Essex Property Trust

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Rommel Anacan, The Relationship Difference

Rob Trickler, Atty

Terri Norvell, Marie Pettie, Safe Harbor PM Trust Yourself Now—A People Sherry Zane, Phillips RE Services Development Company Steve Towns, Norwood Villa Apts

Michael Brent, Cascade Water Alliance

In what direction are property values moving? Travis Andrews, Paragon RE Cliff Ridgway, Foundation Bank Curran Hagstrom, Westlake Assoc. Bob McGrouther, Luther Burbank Bank

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Costs & Liability of

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Tamara Simon, Koss PM

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Housing Affordability Make Critics Disappear: —The Impact of Customer Service Raising Rates Tips and Tricks

Panel: Joanne B. Prado, Stephen O’Connor, Ph.D. Epidemiologist, State of WA Kevin Jensen, Jennifer Sievert, Runstad Center for Real Estate Studies. University of WA Cody James H. Pace

How to Effectively Increase NOI

Lisa Rose, Riverstone Residential

Playgound Is It a Straight Line? Strategies Using Moving Up the Career Landlord/Tenants Law Maintenance: Inspection = Reduced Liability to Enforce Obligations Ladder? How to inspect & Maintain Mike Jansen, Tecton of residents. Felicity Alexander, Essex Prop Trst. Your Own Playgrounds

Jim Palzer

Phil Cresswell, Indigo RE Ellen Fix, North Seattle College Rockwell Institute

Eric M. Steven, Atty

Mary Lou Iverson & Mary Sue Linville, Risk Consultants

Rental inspections? A review of New State/Local Laws

Hiring Contractors & Dealing with Construction Liens

Best Practices: Working with Section 8

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Your Maintenance Extraordinary Top 10 Social Media Before You Hit ‘Submit’. Career—Achieving Communicating Leasing Success—the Tips for Apartment Excellence for Professional Effectively in a Social New Authenticity Communities Media World & Rob Kellum, Suhrco (Moderator) Advancement Formula Donn Garrett, Multifamily Business Barry Blanton, BlantonTurner Terri Norvell, David Butler, Thrive Communities Rommel Anacan, Tom Daniels, Riverstone Trust Yourself Now—A People Apartment Marketing System David Alfano, ConAm Mgmt. The Relationship Difference Jim Palzer Development Company

Eric M. Steven - WAA Rob Trickler, Atty.- WAA Mark Gjurasic, Lobbyist Sean Martin - RHA Bill Hinkle - RHA

Chris Benis, Atty.

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TRUE CONFESSIONS: Dumbest & Brightest Lessons Learned by Property Owners

John Hatton, Tessera Group (Moderator) Audience confessions encouraged Shawn Hoban, Coast Mgt Sherrie Clevenger, Essex Prop. Trust Charlie Spaeth; Rebecca Brown; Laura & Don Decker; Bill Austin, Epic Asset Mgt JoAnna & John Worthen; Joe Sims, Olympic Mgt Jack & Deborah Hawes

Small Claims Court— What a Modern Property Positive Maintenance: Why Legal & Election Issues in Rent Control Update; Going for Your Gold! Management Business Good Relations with the 2015!Criminal Trespass; On-Site Staff & Residents Looks Like Today Homelessness Legislation Sue Lewis, RHA

Is Vital to the Maintenance Department’s Success Rommel Anacan The Relationship Difference

Eric M. Steven - WAA Rob Trickler, Atty. - WAA Mark Gjurasic, Lobbyist Sean Martin - RHA Bill Hinkle - RHA

William Shadbolt, Broad Reach Mgt. Mike Jung, Sea. Housing Authority Pam Taylor, King Co. Housing Sharon Cunnington Early Bird NW Properties

Unlicensed Assistants The LEGAL RIGHTS of a & Real Estate Agency Landlord Concerning: Laws. Knowledge to Hoarders, Troublesome Keep You Out of Trouble Tenants & Emotional Pets Chris Benis, Atty

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A panel of Property Owners & Housing Authority Personnel

Visit these A Advanced Septic Services ABC Towing About Grout Tile Specialties AccuSearch Alliance Credit Services Alliance Insurance AllPlay Systems Alpha Ecological American Meter & Appliance American Pool Supply American Tenant Screen American West Bank Apartment Advantage Apartment Magazine Apcon AppFolio Atlas Paving Automated Gates & Equipment Axis Roof & Gutter Aylwin Roofing Basic Business Systems Bath Fitter Bath Planet of Seattle Bathcrest of Seattle Behr & Kilz Pro Paint Bio Clean, Inc Bravo Roofs Budget Key and Security BuildingLink.com Buy-Rite Carpet Wholesaler Cabinet Renovations Cascade Water Alliance Chase Commercial Term Lending CleanPro’s CMB Construction Comcast CondoInternet ConService Cort Furniture Rental Criterion Brock DE-El Enterprises Depart of Ecology, E-Cycle Washington Diamond Roofing Dogwood Building Supply Doors, Inc. Dryer Vent Solutions Dynamic Laundry Systems E-Renter USA Earthworks Landscape Eden Advanced Pest Technologies ePremium Insurance Easy Media Rental Housing Journal On-Site • November 2014

Essex Property Trust Evolve Technologies Executive Coatings & Contracting Fair Housing Partners of Washington Farmers Insurance/Madison Ave. Ins. Ferguson Enterprises Fikes First Choice Remodeling Fischer Plumbing Fischer Restoration Flags A’ Flying Floor Plan Art For Rent Media Solutions Foundation Bank Full Service Property Management Genesis Credit GK Industrial Refuse Systems Glass Doctor Goodbye Graffiti Greystar/Riverstone Residential Guardian Water and Power Hainsworth Laundry HandyTrac Systems HD Supply Housing Search Northwest Infiniti Window Coverings IREM KeyTrak Kidder Mathews King County Hazardous Waste King Electrical Mfg. Kurkov Construction L/T Services Landlord Law Group Leisure Creations Lincoln Gutters Loeffler Law Group PLLC Luther Burbank Savings Mac-Gray Maintenance Supply Headquarters Malone’s Landscape Management Marcus & Millichap Matvey Construction Metropolitan Management Miller Paint Company Millionair Club Charity Minol USA Miracle Method MOCO Inc Moen & Cleveland Faucet Group Mohawk Industries Mono Rooftop Solutions

2014 Exhibitors! Morris-Hansen Enterprises Mosaic Insurance Alliance Mr. Pressure Wash Mr. ReKey MRI Software National Credit Systems National Purchasing Partners (NPP) Northwest Center Northwest Playground Equipment NVL Laboratories One Stop Services One Way of Wa. Carpet Cleaning Orca Information & Communications Osaka Garden Service Oxi Fresh Pacific Breeze Pacific Outdoor Products Pacific West Construction & Maintenance Palmer Insurance Agency Paragon Real Estate Advisors PayLease PDS Paul Davis Restoration Pemco Insurance Perfect Drive Golf Carts Phillips Real Estate Services Precision Concrete Cutting PRECOR Commercial Fitness Pro Grass Landscape Services Professional Publishing Property Solutions Property Staffing Associates Puget Sound Energy Pure Clean Carpet Cleaning R.W. Bowlin Investment Solutions Rainbow International Carpet Cleaning Rainbow Playland of Spokane Rainmaker LRO RealPage RedRock Resurfacing Rent Collect Global Rent Manager Rental Housing Association Rice Insurance Rich Landscaping Rodda Paint ROOF Service Repair Roto-Rooter Services SageWater Saltaire Construction Salvation Army SatisFacts ScentAir

Seattle City Light Seattle Housing Authority Seattle Public Utilities Servicemaster RESTORE Servpro of Central Seattle Sherwin Williams Flooring Sherwin Williams Paint Shine a Blind Sign Pros Signal 88 Security Sitelines Park & Playground SLABJACK NW Smith Fire Systems Sound Insurance Agency South Tacoma Glass Specialists Spartan Rooter Special Interest Towing Sterling Group DKI Storrage Submeter Solutions Sunrise Glass Surface Renew Tacoma Power Tacoma-Pierce County Health Depart Texacraft The Billing Associates The Chimney Specialists The Mahoney Group The Watermill Tilco TopLine Counters TransUnion Updater VanWell Masony Venturi Clean and Restoration W.L. May Appliance and Parts Washington Apartment Association Wash. Energy Services, PlumbWorks Washington Federal Savings Wash. Multi-Family Housing Assoc. Washington Water Damage & Cleaning Washington Window and Glass Water Systems Wave Broadband WebListers Westlake Associates White Knight Fire Protection Wilmar Industries Windermere Property Management Yardi Systems Zillow

RENTAL HOUSING JOURNAL ON-SITE

Catching up With Washington Apartment Association

lot has happened in the last couple of months that I would like to share with our members and prospective members, and it’s going to be even busier in the months to come. This legislative session Washington Rental Owners Association (WROA) also known as Washington Apartment Association (WAA) will be adamantly opposing the efforts to allow for the establishment of rent control. In addition to that opposition, we will be going forward with as many as five of our own bills. I will write about each of those separately, but they are all efforts to clean up areas of the Residential Landlord Tenant Act in ways that better help landlords. Trends trade show is coming up December 11th, and I encourage you all to attend. The info and resource packed event second to none. There is no better value or way to acquire the knowledge and resources to

improve your business or rental property. As a founding member and co-owner of the Trends trade show, WROA works hard to insure it will be an event not to be missed. This year one of the newer partner owners is facilitating the registration process for the trade show and we may not be as well represented as a host of the trade show as a result, but rest assured we are working harder than ever to provide you a most valuable experience at the show. Gather some colleagues and take advantage of the group discount rates. This year WROA will be offering a discounted membership rate for new members that sign up at the show. We will also be repeating our raffle in which WROA will pay for a standard table at the 2015 Trends trade show for the winner. All new associate (or advertising) members that sign up at the show are eligible for the drawing. Credit and criminal background

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screening offered by WROA through our partners at National Tenant Network (NTN) is now available in two locations with a third coming soon. We can facilitate the simple inspection to allow members to get credit reports in their business or home. For those that do not wish to screen themselves or be inspected, we offer a variety of reports with an up or down decision, based on your criteria that does not require the inspection, but may be done from your own computer or you may come in to one of our local offices to view credit reports. Currently, we have locations in both Everett and Bremerton and will be adding a third in Olympia very soon where you can come in for screening and other support. The Everett site has moved to a new location that is more disabled accessible. Our new bylaws have been unanimously approved allowing for individual members and those ranks have begun to grow. In addition to tenant applicant screening we have made a library of attorney vetted forms available at no cost for our members and offer an attorney help line with three landlord attorneys who’s practices cover nearly every county in the state. Reasonable sup-

port is available at no cost to our members… emphasis on reasonable, of course. Last month we sent out our first newsletter containing the information, events, meetings and advertisers from our recently merged chapters. There will be more of those to come. Finally, we are beginning to plan for making training sessions and popular speakers available on line in video. We hope to begin with the class I will be giving at the 2014 Trends show. We even have a new logo. It has been a busy transition in our effort to make sure we can directly support members across every part of our state, and were just getting started. If you’re not a member let me suggest that now is the time to check us out and consider joining. Help us help you and insure your voice is heard in Olympia by those lawmakers that impact your business and lives. By Rob Trickler President Washington Apartment Association

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Pierce-Kitsap-Thurston Remains Strong; Rents up 1% in Quarter

eattle - Apartment Insights 3rd quarter results show rents increasing 1% for the quarter and a vacancy rate of 4.91%, according to Tom Cain of Apartment Insights. The data are from his Seattle firm’s statistics and trends on 50+ unit properties in Pierce, Kitsap and Thurston counties. Vacancy: 4.91% The market vacancy for our nonrandom survey of conventional, stabilized 50+ unit properties in all three counties is 4.91%, up from 4.81% in the second quarter.

The vacancy rate was 5.10% a year ago. The rate for all properties including those in lease-up is 5.67%, about the same as last quarter. Pierce: 5.17% The current vacancy rate in Pierce County is 5.17% compared to 5.11% last quarter. The rate was 4.86% a year ago. Demand for apartments is especially strong in Gig Harbor where the vacancy rate is 2.54%. Lakewood at 7.39% vacancy is the weakest submarket.

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Kitsap: 4.48% While somewhat higher than last quarter's 4.03% vacancy rate, the market is still very strong in Kitsap at 4.48% currently. It had a 6.47% vacancy rate a year ago. Silverdale registered the lowest rate at 3.77%, and Bremerton's 5.19% is the highest among the submarkets in Kitsap County. Thurston: 4.16% Thurston County's vacancy rate fell to 4.16% from 4.19% % last quarter and 4.97% a year ago. Tumwater has had the lowest vacancy rate in the county for over two years. It currently stands at 3.39%. Rental Incentives • Pierce: • $15 per Month (1.64%) • Kitsap: • $9 per Month (0.97%) • Thurston: • $6 per Month (0.67%) The overall rate for rental incentives for the three-county area is 1.32%, virtually the same as the second quarter. Thirty percent of prop-

erties offer rental incentives, unchanged from the second quarter. Rents: $913 Per Unit Rents for the three-county area increased $9 (1%) to $913 per unit and $1.06 per foot. Rents have increased each quarter over the past two years. They increased 4.6% over the past year. • Pierce: • $913 per Month • $1.06 per Square Foot • Kitsap: • $924 per Month • $1.09 per Square Foot • Thurston: • $891 perMonth • $1.04 per Square Foot Rents increased $12 in Pierce, $6 in Kitsap and $3 in Thurston. In the past year rents have increased 6% in Pierce, 1.4% in Kitsap and 2.5% in Thurston. Rents surged 4% in the Gig Harbor and Tacoma North, Central submarkets this quarter. New Construction There are 1,811 units under construction in the three-county area, almost all of which are in Thurston ...continued on page 10

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RENTAL HOUSING JOURNAL ON-SITE

4 Principles for Staying Cool Under Pressure – and Succeeding Athlete & World-Renowned Surgeon Shares Tips for Becoming a ‘Super Performer’

e all ask ourselves the same desperate question from time to time: How am I going to make this work?! “No matter how well we’ve done laying the groundwork for everything to run smoothly – becoming educated, choosing the right spouse, treating others well -- we all face situations that challenge us,” says Dr. Robert J. Cerfolio, a world-renowned cardiothoracic surgeon known as “the Michael Jordan of lung surgery.” “If we can keep our cool and adhere to some basic principles, we can not only meet any challenge – we can perform with excellence.” A high-performance athlete in high school and college, Dr. Cerfolio parlayed his talents and focus into pursuing his medical career and creating a happy family with his cherished wife, Lorraine, and their three sons. But after battling breast cancer, Lorraine recently passed away. Cerfolio, author of “Super Performing at Work and at Home: The Athleticism

of Surgery and Life,” (www.superperforming.com), shares the principles that helped him through that greatest of all challenges and lesser ones along the way. “Apply these principles in work, sports and life in general, and you can become a super performer,” he says. Pressure equals opportunity. It’s when something matters that the pressure starts to build; this is where the rubber meets the road for sports-to-life analogies. “In sports as in life, remember your training; follow through just like you did during practice; visualize success; believe it will happen,” Dr. Cerfolio says. “With friends, for example, high-pressure moments can be those times when they need you. The best way to have great friends is to be a great friend.” Strive to hit .400 every year Keep your eye on the prize; write it down. “My high school gave out an award each year to the best student athlete in each grade,” he says.

“I wrote down that I wanted to win the Klein Award in the ninth, 10th and 11th grades, and to win the most prestigious award at the senior graduation, the Deetjen Award. He accomplished most of those goals, and a key to those achievements was writing them down and placing the paper where, for four

years, he could see it every night. “By writing them down, I had made my goals clear and objective.” Lean toward a “we-centered” ego rather than a “me-centered” one. “When I traded in my baseball uniform for surgical scrubs, I noticed ...continued on page 22

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Whose Door is it Anyway?

Washington Supreme Court Strikes Landlord’s Ban On Sign Postings By Stephen M. Hansen, Attorney at Law

hen does a tenant’s right to exercise free speech get trumped by a landlord’s restriction on sign postings? In Resident Action Council v. Seattle Housing Authority, the Washington Supreme Court struck down a landlord’s regulation which prohibited tenants residing in a multi-unit apartment from posting signs or other messages on the front doors of the tenants’ apartments. A divided Supreme Court ruled that the landlord’s ban violated the tenants’ free speech rights, in violation of the Washington and the United States Constitutions. The Court’s decision ultimately hinged upon the language within the rental agreements existing between the Housing Authority and its tenants. This case arose out of lease agreements under the the Seattle Housing Authority (“SHA”) low income housing program, which involved approximately 5,300 rental units in Seattle. Each tenant received a set of “house rules,” which are signed and become a part of the rental agreements. SHA management became concerned about signs and other displays on the front doors its of apartments, which gave the apartments a

“cluttered,” “college dormitory look.” While some signs included political slogans and flags, some signs caused damage to the doors themselves, and other signs offended and even created hostility between residents. Such signs included pictures with nudity, profane language and swastikas. The situation became serious in some instances for the Property Managers responsible for the units. As a result of the above, SHA enacted house rule “rule number 42" which enacted a ban on the posting of all signs within exterior walls of the common areas and the surface of the rental unit doors that faced the outside hallways. A lawsuit followed wherein a tenants’ group challenged the constitutionality of the ban, arguing that the ban violated the free speech rights of the tenants. A King County Superior Court Judge agreed with the tenants’ group, granting summary judgment in its favor. Division I of the Washington Court of Appeals affirmed the ruling and the Washington Supreme Court thereafter granted review. The critical aspect to the Supreme Court’s invalidation of the ban centered on the language of the rental agreement. The court noted that the rental agreement did not specify

whether the tenant or the landlord retained “control” over the exterior surface of the doors. For purposes of the Court’s Constitutional law analysis, the landlord’s ability to restrict the free speech rights would be subjected to more strident legal scrutiny if the tenant exercised control over the exterior portion of the door. If, within the rental agreement, the tenant ceded control of the door to the landlord, the landlord’s ability to place restrictions on such speech would be reviewed based upon a less onerous legal standard. Because the rental agreement did not specify who retained control over the exterior doors, the Court reasoned, citing prior case law, that the door was “appurtenant” to the leased premises, essentially meaning it was a part of the premises demised to the tenant under the lease. To this end, the court concluded, Put simply, the door that opens to the tenancy passes to the tenant

unless the lease provides otherwise. The lesson here is that the question of who retains such control could have been specified in the rental agreement. The court made it clear that a rental agreement can specify who retains such control, or simply provide that such doors are part of the common area. The advent of this would have allowed the Court to employ a less stringent method of analysis for purposes of the free speech issues. That alone might have reversed the results in favor of the landlord. The case is Resident Action Council v. Seattle Housing Authority, 162 Wn.2d 773, 174 P.3d 84 (2008). Stephen M. Hansen is an attorney practicing in Tacoma. For questions, contact him at 253 302 5955, or at steve@stephenmhansenlaw.com.

Providing services for over 27 years to Landlords, Property Managers, Property Owners, and Homeowner’s Associations. 1821 Dock Street Suite 103 Tacoma, WA 98402 253-302-5955

www.stephenmhansenlaw.com 8

Rental Housing Journal On-Site • November 2014

RENTAL HOUSING JOURNAL ON-SITE

How to Lose an Eviction Case

andlords, from time to time, have to file with the appropriate court to evict their tenants. This procedure is called an Eviction Action, also known as a Special or Forcible Detainer Action. Evictions are filed for nonpayment of rent, violation of the lease, or failure to move after written Notice. While most of these cases are routine in nature, a landlord should be aware of following the proper procedures. Failure to do so can result in the case being dismissed and, if the tenant is represented by an attorney, paying the tenant’s attorney’s fees. Some of the more common ways to lose your case are the following. First, and foremost, is not complying with the Notice requirements of the Arizona Residential Landlord and Tenant Act. Before a landlord can even file an eviction action through the courts, the tenants must be given proper written Notice. Also, the Notice must be properly served or delivered to the tenant. Service of a Notice There are only two ways to legally serve a tenant a Notice. One is personally handing the Notice to the

tenant or an occupant of suitable age at the tenant’s residence. The other method is sending the Notice certified or registered mail, but you cannot start the running of your Notice period until either five days after mailing or after the tenants sign for the mailing, whichever occurs first. Posting of Notices on doors is not legal serve of Notices. Failure to legally serve the Notice will result in dismissal of the eviction. Proper Wording of a Notice The language of the Notice must also be properly worded. For instance, a five-day Notice to pay or move must identify the tenant, address of property, amount of rent past due, late charges due under the lease, and if rent is not paid, legal action will be taken to evict them. Simply writing “your rent is late, please pay” or something similar would not be adequate to inform the tenant of the allegations against them. Also, if the tenant is given a Noncompliance Notice to correct behavior or violations (e.g. unauthorized pets or occupants, not maintaining the rental, etc.), the Notice ...continued on page 21

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Conserving Energy for a Sustainable Future

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ne of the most common questions we get from landlords and property managers is "how many accessible parking spaces do we have to provide?" Of course, no one wants to hear that there is no quick and easy answer! The number and distribution of accessible parking spots depends on a variety of factors:

• Are there less parking spaces than there are apartments? • Are there multiple parking lots – for example, one for Building A, one for Building B, etc.? • Can residents with two or more cars use more than one parking space? • Are there different types of parking – lot/garage, covered/uncovered?

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If resident parking is provided, it is a reasonable accommodation to provide reserved accessible spaces for residents with disabilities. Your standard accommodations process can be used for accessible parking requests. If a resident has a state disabled parking permit, this is generally sufficient proof of the need for a reserved accessible parking space. If parking spaces are assigned, a reserved accessible parking space should be provided to a resident with a disability. You may need to reassign a parking spot or two in order to situate that resident as close as possible to his/her main entrance. If some of your parking is assigned and some is unassigned, none of the assigned spaces need to be accessible

unless a resident has requested an accessible space. A percentage of the unassigned spaces should be marked as accessible. If your parking spaces are not assigned, you should create a reserved parking space for the resident with a disability who requests it. This guarantees that the resident will have a nearby space no matter what time of day it is needed. If there are less parking spaces than apartments, you should assign a space to the resident with a disability who requests it. This may mean that a non-disabled resident will be "bumped" from his/her space. (This is not discrimination, because people with disabilities must be accommodated,

...continued on page 31

Rent's Up 1% ...continued from page 6 and Pierce. There are 1,720 units that have completed the design review process, and another 1,546 units that are in the earlier stages of the construction pipeline. Observations Third quarter results show another strong performance for the threecounty area. The overall vacancy rate continues to remain under 5%. Rents increased 1%. Rental incentive rates remain very low. Moreover, the three-county area doesn't have the threat of an oversupply of new units that can poten-

tially weaken its rental market. There are only 1,811 units under construction. Contrast this with the metro Seattle market's 18,518 units being built. Although the metro Seattle market is nearly three times as large, the new units coming online in the next two years have the potential of disrupting the rental market there. This is not the case in the three-county market. Tom Cain Apartment Insights 206-632-2220

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Rental Housing Journal On-Site • November 2014

RENTAL HOUSING JOURNAL ON-SITE

'14 ...continued from front page featuring over 215 exhibitors. Contact Diamond Productions for booth information 206-779-5890. The TRENDS Education Conference draws over 1,500 attendees and offers 40 rental housing education workshops. View the TRENDS workshop schedule at www. trendsnw.com The TRENDS Education Conference features several well-known national and regional speakers. As well, many highly regarded local practitioners from with the industry. Once again, we encourage you to see the full TRENDS 2014 educations schedule at www.trends. com

Admission to TRENDS includes lunch, workshops and trade show. $65 (early registration) $80 after December 4, 2014 TRENDS offers Washington State Real Estate clock hours. Ticket discount available- when purchasing 9 or more tickets (see TRENDS website for details). TRENDS is brought to you by: Washington Apartment Association (WAA) The Institute of Real Estate Management (IREM) Rental Housing Association of Puget Sound (RHA)

Who attends TRENDS? Rental housing property owners; property managers; leasing agents; maintenance personnel and portfolio managers.

The TRENDS ‘14 Premium SIGNATURE Sponsors:

Registrar on-line for TRENDS ‘14 www.trendsnw.com

TRENDS is produced by Diamond Productions 206-779-5890

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Your Maintenance Career – Achieving Excellence for Professional Advancement Donn Garrett and David Alfano A long-term career within the Maintenance Industry can be have both successfully moved financially worthwhile and per- through and up the ranks of the sonally satisfying. However, to maintenance profession. They will achieve professional advancement identify the factors to advance and within the Maintenance field secure professional achievement in requires attention to common pro- your maintenance career. fessional factors.

7:30 am TRADE SHOW OPENING • $1,500 Drawing at 4:15 8:15am - 9:05am

TRADE SHOW Landlord 101 • #1

Creating a Brand for your Community

‘Hour-Match.Com’ -CLOCK HOURS-

Mark Davis, Davis Creative Lauren Ginder, Hero Creative Media

Tamara Simon, Koss PM

Everyone may attend this session Additional fee charged to receive Clock Hours

What Property Negotiating to get what Is being a Limited Owners must do to you need from Liability Company (LLC) KEEP UP and COMPETE Suppliers & Residents right for my business? —Tips on fast leasing Julie Johnson, Rental Property Pros, LLC

John Barr, Barr Branding

Sean Flynn, Atty,

Maintenance Department’s Fair Housing awareness— Keeping out of trouble Roxanne Vierra, King County Civil Rights Tina McLeod, Tacoma Human Rights

TRENDS Features a 215 Booth Trade Show

9:30am - 10:20am

TRADE SHOW Landlord 101 • #2

‘Cash Cow or Cash Crocodile’

-CLOCK HOURSTamara Simon, Koss PM

Dealing with a difficult LeasingologyHow NOT to ‘Blow’ On-site Managers—Act The Art of Working for/with Improving the Bottom Line In what direction are staff member & resolving The Secrets to Having a an Eviction— Like You Own the Place! a Private Property Owner Through Water Efficiency property values moving? for Owners/Property team conflict Documentation, Action A NEW Perspective, Travis Andrews, Paragon RE Great Career as a Paul Tollner, Epic Asset Mgmt. and Judgement Managers NEW Way of Thinking Bill Jackson, Protocol PM Cliff Ridgway, Foundation Bank Leasing Professional Monica Yoshihara, Essex Property Trust Suzanne Bachler, Essex Property Trust

Everyone may attend this session Additional fee charged to receive Clock Hours

Rommel Anacan, The Relationship Difference

Rob Trickler, Atty

Terri Norvell, Marie Pettie, Safe Harbor PM Trust Yourself Now—A People Sherry Zane, Phillips RE Services Development Company Steve Towns, Norwood Villa Apts

Michael Brent, Cascade Water Alliance

Curran Hagstrom, Westlake Assoc. Bob McGrouther, Luther Burbank Bank

11:00am - 11:50am

TRADE SHOW Landlord 101 • #3

Costs & Liability of

‘The Long Goodbye’ Misused Pesticides in -CLOCK HOURS-

Tamara Simon, Koss PM

Everyone may attend this session Additional fee charged to receive Clock Hours

Rental Housing

Housing Affordability —The Impact of Raising Rates

Panel: Joanne B. Prado, Stephen O’Connor, Ph.D. Epidemiologist, State of WA Kevin Jensen, Jennifer Sievert, Runstad Center for Real Estate Studies. University of WA Cody James H. Pace

Make Critics Disappear: Customer Service Tips and Tricks

How to Effectively Increase NOI

Lisa Rose, Riverstone Residential

Jim Palzer

Is It a Straight Line? Moving Up the Career Ladder?

Playgound Strategies Using Landlord/Tenants Law Maintenance: Inspection = Reduced Liability to Enforce Obligations How to inspect & Maintain Mike Jansen, Tecton of residents. Felicity Alexander, Essex Prop Trst. Your Own Playgrounds Phil Cresswell, Indigo RE Ellen Fix, North Seattle College Rockwell Institute

Eric M. Steven, Atty

Mary Lou Iverson & Mary Sue Linville, Risk Consultants

Rental inspections? A review of New State/Local Laws

Hiring Contractors & Dealing with Construction Liens

Best Practices: Working with Section 8

1:30pm - 2:20pm

LUNCH AND TRADE SHOW Current Conditions of the NW Rental Market

Your Maintenance Top 10 Social Media Career—Achieving Tips for Apartment Excellence for Professional Communities Rob Kellum, Suhrco (Moderator) Advancement Donn Garrett, Barry Blanton, BlantonTurner David Butler, Thrive Communities Tom Daniels, Riverstone Apartment Marketing System David Alfano, ConAm Mgmt. Jim Palzer

Before You Hit ‘Submit’. Communicating Effectively in a Social Media World & Multifamily Business Rommel Anacan, The Relationship Difference

Extraordinary Leasing Success—the New Authenticity Formula

Terri Norvell, Trust Yourself Now—A People Development Company

Eric M. Steven - WAA Rob Trickler, Atty.- WAA Mark Gjurasic, Lobbyist Sean Martin - RHA Bill Hinkle - RHA

Chris Benis, Atty.

3:10pm • 4:00pm

TRADE SHOW FORECASTING 2015 & BEYOND—NW Multi-Family Housing John Hatton, Tessera Group (Moderator) Shawn Hoban, Coast Mgt Sherrie Clevenger, Essex Prop. Trust Bill Austin, Epic Asset Mgt Joe Sims, Olympic Mgt

TRUE CONFESSIONS: Dumbest & Brightest Lessons Learned by Property Owners

Audience confessions encouraged Charlie Spaeth; Rebecca Brown; Laura & Don Decker; JoAnna & John Worthen; Jack & Deborah Hawes

Sue Lewis, RHA

Erik Sandoval, AppFolio

Is Vital to the Maintenance Department’s Success Rommel Anacan The Relationship Difference

Eric M. Steven - WAA Rob Trickler, Atty. - WAA Mark Gjurasic, Lobbyist Sean Martin - RHA Bill Hinkle - RHA

A panel of Property Owners & Housing Authority Personnel

William Shadbolt, Broad Reach Mgt. Mike Jung, Sea. Housing Authority Pam Taylor, King Co. Housing Sharon Cunnington Early Bird NW Properties

Unlicensed Assistants The LEGAL RIGHTS of a & Real Estate Agency Landlord Concerning: Laws. Knowledge to Hoarders, Troublesome Keep You Out of Trouble Tenants & Emotional Pets Chris Benis, Atty

Bruce Kahn, Foundation Group Evan Loeffler, Atty

TRADE SHOW

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Rental Housing Journal On-Site • November 2014

4:15 – Closing Speaker:

Terri Norvell • Breakthrough NOW!

Plus the $1,500 DRAWING 11

RENTAL HOUSING '14JOURNAL ON-SITE

Rental Housing Association UPDATE • November 2014 Who attends TRENDS?

30th Annual TRENDS 2014

‘THE’ Oldest and Largest Northwest Rental Housing Education Conference and Trade Show

egister for this great event at www.trendsnw.com and for event details. The 30th Annual TRENDS will be held on December 11th at the Washington State Convention Center, Seattle from 7:30am to 4:30pm. TRENDS is the longest running, continuously produced event at this venue. TRENDS is the premier annual education conference and trade show for Northwest rental housing ownership, management and maintenance.

Local Government Updates (continued from page 22) concerns about asking renters of their family status—a protected class issue. An inspections component is also included in the ordinance, but as currently written inspections are only required in units where the occupants are unrelated—a point which does not comply with RCW 59.18.125, and overly complicates the property management of multi-unit properties where one unit may have a married couple, but another is occupied by an unmarried couple. RHA met with Auburn city staff last month, and expects to meet with the Mayor soon. There appears to be several aspects of the ordinance which are unworkable and require changes. Bellevue: Emergency zoning laws re: SRO units • Bellevue’s Planning Commission held a public hearing of its new permanent regulations proposal for SRO housing in earlySeptember. The final draft proposal would allow the rental of an entire property—no individual room rentals—to a “traditional” family, maximum six persons, unless all are related. “Self-identified” groups, all unrelated or some combination of related/unrelated, would be allowed to have a maximum of 6 persons total. Rooming houses would also be restricted to areas zoned as multifamily or mixed use. No more than four legal bedrooms could be rented to not more than a total of five individuals at any one time. Legal, on-site parking must also exist or be provided in a quantity equal to the number of bedrooms in the leased residence. After previous public testimony, including comments from RHA, the Commission voted to recommend that Council extend the current interim ordinance which currently prohibits new SRO units so that the draft ordinance language could be given further thought.

TRENDS is a national award-winning event. TRENDS 2014 includes the largest regional industry trade show featuring over 215 exhibitors. Contact Diamond Productions for booth information 206-779-5890. The TRENDS Education Conference draws over 1,500 attendees and offers 40 education workshops. View the TRENDS workshop schedule at www. trendsnw.com

At issue are neighborhood concerns that single-family neighborhoods are losing their character due to a rapid increase in conversions of singlefamily homes to SRO units, a large number of which cater to students seeking affordable housing near the campus of Bellevue College. Seattle: Rental housing inspections • The Seattle Rental Registration and Inspections Ordinance (RRIO) is complete. The first registration deadline was September 30th, 2014 for all properties of 10+ units.

• Rental housing owners; • property managers; • leasing agents; • maintenance personnel and • portfolio managers. Admission to TRENDS includes lunch, workshops and trade show. $65 (early registration) • $80 after December 4, 2014

The city has also chosen to offer its own inspectors for hire to perform inspections, and those will be available at $130 for a single unit, and $25 per additional unit. RHA is uncertain as to how the private market will shake out for the inspections aspect of this program. Compliance deadlines for registration of rental properties are:

The TRENDS ‘14 Premium SIGNATURE Sponsors: • Buy-Rite Carpet Wholesaler

• E-RENTER.COM

TRENDS offers Washington State Real Estate clock hours. Ticket discount available when purchasing nine (9) or more tickets (see TRENDS website for details) or call 800-335-2990. TRENDS is brought to you by:

Thanks to Foundation Bank for sponsoring the Latté Cart

• Rental Housing Association of Washington (RHA) Thanks to the TRENDS 2013 Day of Show Sponsors:

• Washington Apartment Association (WAA)

• The Institute of Real Estate Management (IREM)

The next deadline property owners will face is March 31, 2015 for properties of 5-9 units. Registration fees are assessed on a 5-year basis. Costs are $175 per property, with a $2 per unit fee added on for each property.

Atlas Paving Comcast CondoInternet ConService Ferguson Enterprises Fikes Luther Burbank Savings Mac-Gray MOCO Orca Information & Communications Puget Sound Energy Rich Landscaping Rodda Paint

Visit the TRENDS ‘GREEN ROW’ Where Puget Sound Energy Partners are exhibiting Special Thanks to Puget Sound Energy.

SageWater Washington Water Damage & Cleaning Service Windermere Property Management Zillow SPECIAL THANKS TO: APCON The Chimney Specialist TRENDS is produced by Diamond Productions • 206-779-5890 u

10+ units: Sept 30th, 2014.

TRENDS Board of Directors 2014

5-9 units: March 31st, 2015.

Rob Kellum (IREM) - President

1-4 Units: No later than Dec 31st, 2016 – deadlines for these properties are based on zip code.

Sean Flynn (RHA) – Vice President John Hatton (IREM) – Day of Show Sherry Zane (RHA) - Secretary

Pierce County

No new issues at this time.

Snohomish County Washington

No new issues at this time. u

Darlene Pennock (WAA) - Treasurer Leo Violette (WAA) – Board Member Sherrie Clevenger (IREM) – Board Member Rob Trickler (WAA) – Board Member Bill Jackson (RHA) - Board Member

Rental Housing Journal On-Site • November 2014

November 2014 • Rental Housing Association UPDATE

Letter from TRENDS ‘14 President

RENTAL HOUSING JOURNAL ON-'14 SITE

TRENDS '14 Workshop Synopsis & Speaker Bios

To keep up with our changing industry; everyone should attend TRENDS 2014! Start Planning NOW! Choose the seminars you want to attend. The entire schedule is on page 39. 8:15–9:05AM

Rob Kellum

The TRENDS Board of Directors is pleased to offer you the 30th Annual TRENDS Education Conference and Trade Show!

Landlord 101 • #1– Clock Hours • ”Hour-Match.com” • Speaker: Tamara Simon

Learn how to prepare and market your property to attract good tenants. You can be selective with the right screening criteria and choose the winners from the losers.

We encourage you to seriously consider attending TRENDS 2014. And, we strongly believe that TRENDS can augment your continuing education in keeping up with our changing industry. The strength of TRENDS has always been the outstanding educational opportunities offered at the conference. The TRENDS Board works very hard to provide quality speakers and up-to-date subjects for every attendee: Owners; Portfolio Managers; On-site Managers; Leasing Agents and Maintenance Managers. I believe the TRENDS 2014's Education schedule is one of the most dynamic and timely ever offered. We are particularly proud of this year’s workshop selection, which includes topics that relate to our changing economy and the ‘Forecasting’ of our industry’s future. This years’ program features a workshop on using ‘Social Media,” as well as workshops focused on leasing, marketing and selling skills. Feel free to attend any of our outstanding workshops—it’s your choice! See the complete schedule at www.trendsnw.com The TRENDS Trade Show also provides an opportunity to see the products and services of our industry. Take time to visit the more than 215 exhibit booths in the TRENDS ‘14 Trade Show! The goal of everyone on the TRENDS Board is to keep our industry moving forward. The TRENDS conference includes many successful partnerships, including the Rental Housing Association of Puget Sound (RHA), Washington Apartment Association (WAA) and the Institute of Real Estate Management (IREM).

Tamara Simon Tamara Simon is the owner of Koss Property Management, which specializes in the Leasing and Management of Single Family Homes and Apartment Buildings. By combining humor and her experience as a professional landlord for over two decades, Tamara has helped thousands of Real Estate Investors achieve maximum rental income and retain quality tenants. Simon, a popular speaker and teacher. is the creator of the Landlord 101 class, which features ”The 10 Commandments of Property Management.” Tamara has served on the board of the Seattle Chapter of the National Association of Residential Property Managers and currently serves on the Board of the Rental Housing Association of Washington. 8:15–9:05AM

Creating a Brand for your Community • Speakers: Mark Davis & Lauren Ginder

Join Mark Davis and Lauren Ginder with Hero Creative on an exploration of the branding process and how to stand out in today’s competitive environment. This class will shed light on the longterm benefits of creating a cohesive brand geared towards your target demographic. Mark Davis has been in the multifamily housing industry for 10 years. He is currently the owner of Hero Creative, which is a full service media company. Mark is also on the Board of Directors for the Washington Multi-Family Housing Association (WMFHA). Mark started his career as a professional paraglide pilot in which he competed on a national level, as well as teaching hundreds how to fly.

Finally, we are ver y proud that TRENDS is the longest running and continuously produced event at the Washington Convention Center. Hope to see you December 11th. —Rob Kellum, TRENDS, Inc. President Representing, Institute of Real Estate Management (IREM)

Rental Housing Journal On-Site • November 2014

Lauren Ginder Lauren Ginder works as a Creative Director for Hero Creative Media, helping

reach a goal of inspiring imagination and provoking thought through marketing initiatives. She graduated from Gonzaga University with a degree in PR and Advertising. Lauren enjoys collaborating with companies to reassess business objectives and fulfill rebranding projects. 8:15–9:05AM

What Property Owners must do to KEEP UP and COMPETE —Tips on fast leasing • Speaker: Julie Johnson Get your property leased up fast!

What exactly makes a prospective tenant ready to rent? Customer service begins when the telephone rings. Learn the newest market trends for leasing. This session will provide you with simple technology tools you should be using and will be packed with tips and a checklist for you to take away. Leave this session with actionable knowledge you could use to get your property leased up quicker and easier.

John Barr John Barr is president of Barr Branding, an advertising and branding firm serving the rental housing industry. He is a former RHA Board Member and Web Committee Chair. He owns and manages apartment buildings on Queen Anne and Magnolia. John can be reached at johnmbarr@comcast.net • www.barrbranding.com 8:15–9:05AM

Is being a Limited Liability Company (LLC) right for my business? • Speaker: Sean Flynn

Julie Johnson Julie Johnson and her husband own and manage 12 rental units. Julie is the past President and volunteer for the Rental Housing Association of Washington. Julie is the host of the “Rental Property Coach” Radio Show on 1590 AM, Saturday mornings at 9:00. She has taught at TRENDS Rental Housing Management Conference and Tradeshow, teaches several different seminars at RHA, hosts a local supper club for landlords and is a writer. Julie will be opening her own property management company in January 2015. Watch for the opening of Rental Property Pros, LLC.

This workshop will cover the advantages and disadvantages of using an LLC to hold real estate. The class is designed to give an attendee a better idea of what an LLC is, how they work and whether it is the right entity for them to use to hold their rental and investment real estate. The topics of liability protection, tax consequences, insurance and operational issues will all be addressed. Other topics include how Real Estate Holding LLC’s can work as an estate-planning tool and how to use an LLC as tool to hold real estate with multiple persons.

8:15–9:05AM

Negotiating to Get What You Want from Brokers, Suppliers & Tenants • Speaker: John Barr

In this presentation, John Barr will present simple, memorable, easy-to-use negotiation techniques to help you get what you want in your business and personal life. In addition to speaking on negotiation basics, he will also focus on how to get the most from commercial real estate brokers, your suppliers and tenants. With more than twenty-five years of negotiating experience at Microsoft, Fluke Electronics and BBDO Advertising, John will discuss “win-win” and “win-lose” negotiating techniques that can help you achieve the best price, the greatest value and perfect timing.

Sean E. Flynn, Atty. Sean E. Flynn has an MBA from Clark University with a focus in finance, and has a JD from Seattle University School of Law. Mr. Flynn is the Managing Partner of Rehmke & Flynn, PLLC, with offices in both Tacoma and Seattle. Mr. Flynn focuses his law practice on real estate, trust and estates matters. He is the Vice President of the Rental Housing Association of Washington. When not practicing law, Mr. Flynn enjoys spending time with his family and sailing.

(continued on page 29) 13

'14JOURNAL ON-SITE RENTAL HOUSING

TRENDS '14 Workshop Synopsis & Speaker Bios (continued from page 28) 8:15–9:05AM

Rental Housing Association UPDATE • November 2014 industry. Each speaker shall offer a real world solution to various employee and team problems. The panel will also share management’s role in creating a selfresolving and open working environment.

Maintenance Department’s Fair Housing Awareness— Keeping Out of Trouble • Speakers: Roxanne Vierra & Tina McLeod

Maintenance personnel have more direct and intimate contact with residents than any other staff person. Maintenance staff are in and out of residences and work throughout a property. This can lead to circumstances where maintenance staff need to be aware and have strategies to navigate the potential pitfalls of any situation. As maintenance staffers, you must know the basics of fair housing issues so that you can help your property reduce the likelihood of a fair housing complaint. This workshop will provide fair housing basics, including protected classes, and will explore scenarios and best practices for ensuring everyone’s fair housing rights. Roxanne Vierra is a Civil Rights Specialist with the King County Office of Civil Rights & Open Government, which enforces the King County nondiscrimination ordinances. Ms. Vierra has over 36 years experience working in the civil rights and disability access fields. She received a B.A. in criminal justice and an MSW in administrative social work with a disability specialty. She previously worked at the Seattle Office for Civil Rights and at U.W. Disabled Student Services. Roxanne investigates fair housing cases, conducts fair housing training, and assists county departments to ensure full disability access for the public. Roxanne has served on numerous boards and committees, including the Solid Ground Board of Directors and the Governor’s Committee on Disability Issues and Employment. Christina (Tina) McLeod is the Fair Housing Investigator for the City of Tacoma Human Rights, where she investigates housing discrimination cases within the City of Tacoma. She believes in a holistic approach to housing equity— using strategies to address individual, institutional, and structural barriers to equal access to housing opportunities as housing access directly impacts access to education, transportation, healthcare, and employment. Ms. McLeod has been working in fair housing advocacy and enforcement for twenty years. Prior to working for the City of Tacoma, she was the Assistant Director at the Fair Housing Center of Washington (Tacoma, Washington) and Director of Programs at Silver State Fair Housing Council (Reno, Nevada). She earned a Master of Education degree from Western Washington University and a Bachelor of Arts from the University of Nevada, Reno. 9:30–10:20AM

Landlord 101 • #2– Clock Hours • “Cash Cow or Cash Crocodile” • Speaker: Tamara Simon

Avoid costly mistakes and increase your monthly cash flow. Start by understanding your lease and Landlord Tenant Law. 9:30–10:20AM

Dealing with a Difficult Staff Member & Resolving Team Conflict • Speakers: Paul Tollner, Monica Yoshihara & Suzanne Bachler

As the topic title clearly identifies this workshop will explore ‘how to’ resolve both individual employee issues and those of your staff. All of the panelists have years of experience managing people working within the multifamily housing

Paul Tollner Whether as industry veteran, company principal, IREM Past-President, WMFHA Board Member, VP of Marketing or winery owner, Paul Tollner loves variety and embracing new challenges. Since his earliest days in property management, Tollner has always marveled at the value that people…not technology…bring to an organization. The source of his greatest non-family joy has always come from the people with whom he works. Like the vineyards that create fine wines, Paul believes that a great team requires just the right amount of watering, fertilizing and pruning to reach their potential. Hence our leverage to have Paul join this year’s panel to discuss how to get the most from your employees. Paul is on the leadership team at Epic Asset Management, one of Puget Sound’s oldest and most respected family-owned management firms. When not working or sailing, Paul lives in the Mount Baker neighborhood of Seattle and is a graduate of UC Davis. Monica Yoshihara is currently a Sr. Regional Portfolio Manager with Essex Property Trust, Inc. Monica has 19 years of multi-family housing experience in various markets including Texas, Florida, Oregon and Washington. Her portfolios have included mixed-use, mid-rise, highrise, garden style and real estate projects. Monica has managed over 80 employees at one time during her career. Her philosophy is to ensure all employees have the opportunity to grow in their careers through continued investments in personal development and training. She is passionate about internal promotions and employee education programs. Suzanne Bachler is currently a Regional Manager at Holland Residential and has over 20 years of property management experience. Suzanne started her career back in 1989 with Lincoln Property Company as a Leasing Consultant while attending college. Over the years, she has held several management and training positions with REITS and private ownerships including; Equity Residential, Archstone-Smith and Weidner Apartment Homes. Suzanne is active in the property management industry and devotes extra time to network with her peers on certain initiatives. 9:30–10:20AM

Leasingology— The Secrets to Having a Great Career as a Leasing Professional • Speaker: Rommel Anacan

The job of the leasing professional is one of the most challenging in the multifamily industry. You not only have to lease apartments, you also need to retain your existing residents, accurately process and prepare paperwork, maintain curb appeal, and handle all of the other things that pop up—which requires that you wear many hats during the day.

In Leasingology you’ll discover: • The essential truths you need to know to succeed in the industry. • What the people around you really want from you and what it takes to have effective professional relationships with customers, residents, co-workers and supervisors. • How to write your own multifamily success story.

Rommel Anacan Rommel Anacan is thrilled to be coming back to speak at TRENDS in 2014, having been the keynote presenter and a workshop presenter in 2013! He is a national speaker, trainer, consultant, video producer and writer; and is the president and founder of The Relationship Difference. For over 25 years Rommel has had a highly successful career in sales, management, property management and training. He is also a multifamily housing industry veteran, having worked at both the onsite and corporate levels, where he developed a reputation for solving common industry challenges in uncommon ways. For more information visit www.RelationshipDifference.com. 9:30–10:20AM

How not to ‘Blow’ an Eviction— Documentation, Action and Judgement • Speaker: Rob Trickler, Atty

Rob will discuss how to make your evictions go smoothly. This workshop goes beyond the basics and will cover proper documentation and the certainty that your contracts are all in order. In addition, Rob will explain how to keep important records in the correct court order and share advice on how to avoid common legal pitfalls associated with notices, their proper use and proven methods to assure successful legal action.

Rob Trickler Attorney, Rob Trickler is the President of Washington Apartment Association (WAA), now known as Washington Rental Owners Association (WROA) and a Landlord attorney practicing in counties all around the Puget Sound. He owns The Landlord Law Group PLLC and All County Evictions LLC and The Law Office of Rob W. Trickler PLLC. Together his companies manage client properties, advise landlords on best business practice and legal obligations and litigate thousands of evictions. Mr. Trickler also takes an active role in assisting and steering the legislative and lobby efforts for WROA’s part in a coalition of landlord advocate and support groups.

9:30–10:20AM

On-site Managers—Act Like You Own the Place! A NEW Perspective, NEW Way of Thinking • Speaker: Terri Norvell

For greater profitability it’s essential that manager’s look at the property as ‘my business’ and think like a business owner thinks. It’s too easy to get stuck in symptoms vs. defining the root cause of challenges. Figuring this out requires a different perspective and way of thinking. In this program you’ll learn how to think about your budget (or profit plan) as a tool to plan on making a profit. Plus you’ll gain the strategies to achieve it. It’s results-focused and will ignite profitability thinking in the entire team…like a business owner!

Terri Norvell Terri Norvell is a breakthrough presenter, working with individuals and teams to overcome challenges, succeed wildly and achieve results. A high-energy speaker and corporate workshop facilitator for forward-focused companies. Prior to starting Trust Yourself Now in1996, Terri was VP of Training & Marketing for a $1.2B West Coast property management & development company; GM of a 5-state $9M temporary housing firm; President of a Silicon Valley Chamber of Commerce. Co-author of The Masters of Success with Jack Canfield and Ken Blanchard, Terri recently received the Colorado AAMD Supplier Sales Professional ‘Tribute of the Industry’. 9:30–10:20AM

The Art of Working for/with a Private Property Owner • Speakers: Bill Jackson, Marie Pettie, Sherry Zane, & Steve Towns

What are the special skills it takes to work with private property owners? What are the advantages and problems working directly with private owners? How do you handle personal or business disagreements with a private property owner? In particular, property owners with unrealistic expectations. How do you recommend improvements to the property or rent changes to an owner that disagrees with you? TRENDS panel of property managers are all well experienced with these questions.

Bill Jackson Bill Jackson is a licensed real estate agent working exclusively as a residential property manager with PROTOCOL Property Management in Bellevue. He has served continuously on the Board of Directors for Trends since 2009 and on the Board of Directors of the Rental

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Housing Association of Washington (RHA) since 2006. From 2008 through 2012 he served on RHA’s Executive Committee and in 2009, Bill was President of the Association. Currently, he serves as Chairman of RHA’s Forms Committee and as a committee member on the Events and Education Committee. Over the past 21 years Bill has many times been an instructor and workshop facilitator for the Trends tradeshow; numerous RHA classes/workshops and events; and taught classes for the National Association of Residential Property Managers (NARPM) at both the local and National level.

Marie Pettie Marie Pettie is a realtor and a property manager. She started her career with Magnuson Management a Real Estate Investment Trust. She is also a certified Mobile Home Park manager. At one time she was an on-site apartment manager and an executive property manager managing over 1,000 units. During that time she was given a Financial Stability award for managing a $600,000 renovation, while occupied. Her experience includes being an assistant asset manager for Center Point Corporate Park, a commercial campus with mid-rise, seven-story buildings, amenities and restaurant. She was elected President for the state of Washington of the Women’s Council of Realtors (WCR). She now is the designated broker for Safe Harbor Property Management, LLC, and brings her 20 years of management experience to the single-family home arena.

Sherry Zane Sherry Zane CPM ® is a former RHA President of the Board of Directors. She is also a partner and Director of Apartment Operations for Phillips Real Estate Services. Sherry has extensive experience managing as both an owner and a fee manager. She co-teaches a class for new resident mangers at Phillips and is passionate about our industry. She has been a member of IREM for many years having served as a chapter president, a Regional Vice President and a member of the National IREM Executive Council. In her prior careers, she was a U.S. Army Captain for the Army Nurse Corps and owned and operated a sailboat chartering business on the East coast with her husband. She has been a volunteer with various arts organizations for over 30 years. Steve Towns has been in this industry for over 12 years. Steve started as a maintenance person and has worked into manageRental Housing Journal On-Site • November 2014

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ment at a property management company in Vancouver WA. Mr. Towns has been employed for over 6 years with a private owner. Steve finds the expanded responsibility and autonomy provided by working with a private owner fits his management style.

11:00–11:50am

Costs & Liability of Misused Pesticides in Rental Housing • Panel: Joanne B. Prado, Kevin Jensen, Jennifer Sievert, & Cody James H. Pace

9:30–10:20am

Improving the Bottom Line Through Water Efficiency for Owners/Property Managers • Speaker: Michael Brent

This workshop will explore the savings potential (water/energy/monetary) of several water conservation measures that are available for multifamily property owners and managers. The workshop will cover indoor and outdoor water conservation measures and will discuss high efficiency fixtures and appliances, such as those with the EPA WaterSense and EnergyStar labels. Attendees will receive an Excel-based tool that will calculate savings and ROI. The tool can be adjusted for their site conditions as well as utility rate structure and also provides the avoided greenhouse gas emissions resulting from water conservation measures. Michael Brent is the Water Resources Manager for Cascade Water Alliance. He has been in this position for 10 years. 9:30–10:20am

Cliff Ridgway Cliff Ridgway joined Foundation Bank in 2011 as Senior Relationship Manager with 30+ years of commercial lending experience. He worked at various banks including Rainier/Security Pacific, Pacific Northwest Bank, Sterling Bank and Seattle Bank. While at Seattle Bank, he held the position of Business & Community Banking Division Manager having started their Business Banking Division in 2007. Cliff’s lending experience has included business financing, commercial real estate (owner and non-owner financing), multi-family projects, construction and refinance, and Community Reinvestment projects. While he has financed projects throughout the Puget Sound region, his main focus has been Seattle, Eastside, South King County and Pierce County areas. Cliff graduated from Washington State University with a degree in Economics and from Pacific Coast Banking School.

Joanne B. Prado, MPH works at the Washington State Department of Health (DOH) with a team of three people, who investigate illness reports. The DOH Pesticide Team identifies the root-causes of pesticide-related illness and applies that information to actions and policy recommendations that prevent illness. Before coming to Washington State, Joanne worked as a vocational counselor in a private rehabilitation company and was a volunteer in the US Peace Corps. She was awarded a Master of Public Health from the University of California at Berkeley. Her work at the Department of Health has focused on environmental health education, illness surveillance and prevention. Kevin Jensen is the Compliance Investigator for the Washington Department of Agriculture, Division of Pesticide Management.

In what direction are property values moving? • Travis Andrews, Cliff Ridgway, Curran Hagstrom, Bob McGrouther

Our panel knows the Northwest apartment market very well. These industry experts will conduct a round table discussion sharing the current pricing trends of apartment buildings in the Northwest market. The audience will be encouraged to ask questions. However, the value of specific properties will not be available.

Travis Andrews Travis Andrews is a commercial real estate broker at Paragon Real Estate Advisors. He represents owners in the sale of multi-family assets and development sites in the Seattle Metro area as well as working with select buyers on acquisitions. Travis teamed up with Eric Smith in 2013, and they have closed over $40 million in apartment transactions throughout the city in the last year. Prior to joining Paragon, Travis worked for a private developer in Seattle where he was responsible for sourcing acquisitions for new development and existing asset opportunities, valued at over $65 million and representing 350 units. Travis received his BA from the University of Washington Foster School of Business, with an emphasis on Sales and Marketing. Additionally, he completed the UW Commercial Real Estate Certificate Program to further his industry knowledge and network.

This workshop will include true-life case stories chosen from investigations of pesticide exposures that have happened in apartments and other types of residential housing, to demonstrate what can happen when pesticides are misused. Joanne will discuss the costs to human health and safety, as well as financial liability and penalties. She will also provide practical tips on how to avoid misusing pesticides.

Jennifer Sievert is the Pesticide Illness Investigator for the Washington Department of Health, Office of Safety, Health, and Toxicology. Cody James H. Pace is an Associate Certified Entomologist with Eden Advanced Pest Technologies. Curran C. Hagstrom Curran Hagstrom joined the experienced Westlake Associates team in 2008 and quickly established himself as one of the top-producing Brokers in the Seattle market. Partnering with his brother Collin, the Hagstroms specialize in representing owners of core Seattle apartment properties, and have closed nearly $100,000,000 in transactions since partnering in 2008. With extensive experience owning and managing a small portfolio of Seattle apartment properties, they bring a unique perspective and keen insight to their clients in how to maximize returns when buying or selling multifamily properties. Bob McGrouther is a Vice President and Commercial Lending Officer with Luther Burbank Savings. In 2008 Bob opened a new multi-family lending office and platform in Bellevue, WA for Luther Burbank Savings. Prior to Luther Burbank Savings, Mr. McGrouther opened offices and platforms for World Savings and Wachovia Mortgage Corporation in Bellevue. Mr. McGrouther’s offices have funded over 2,500 multifamily loans in the greater Seattle area over the last 22 years. 11:00–11:50am

Landlord 101 • #3– Clock Hours • ”The Long Goodbye” • Speaker: Tamara Simon

What to do when bad tenants happen to good Landlords. How to deal with problems and understanding the eviction process.

11:00–11:50am

Housing Affordability— The Impact of Raising Rates • Speaker: Stephen O’Connor, PhD

Stephen will examine the Affordability of housing in our regional housing market area. The affordability of housing impacts a properties rental rates, vacancies and your bottom line. Stephen will provide both a snapshot of the current market and view into the future of Affordability. Stephen O’Connor, PhD is the Director, Runstad Center for Real Estate Studies at the University of Washington. Steve is a thirty year veteran of the real estate industry. Prior to his appointment at UW in September 2012, Steve served as the Chief Executive Officer to a number of private and non-profit organizations, where his efforts to facilitate true public/ private partnerships resulted in the creation of thousands of housing units, together with a variety of innovative programs designed to improve the social, health and economic well-being of low and moderate-income families. 11:00–11:50am

Make Critics Disappear: Customer Service Tips and Tricks • Speaker: Lisa Rose

In this session, Lisa Rose gives tips to provide excellent customer service to everyone you come into contact with in your career. Providing excellent customer service right the first time will make your career easier and reduce unsatisfied residents and unnecessary turnover. “If you work just for money, you’ll never make it, but if you love what you’re doing and you

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always put the customer first, success will be yours.” Ray Kroc.

Lisa Rose Lisa Rose oversees a Riverstone Residential Group portfolio comprised of 46 communities and 9,500 apartment homes in Oregon. Her background is in managing high-rise urban and lease-ups, with an emphasis on creative marketing strategies, resident retention and exceptional customer service. As a Vice President, Lisa works directly with Regional Managers to maximize operating performance throughout the Oregon portfolio; consistently achieving revenue goals. Additionally she has served on Multifamily NW committees including ACE Awards and Spectrum. Ms. Rose currently holds a Real Estate Broker license in the state of Oregon. With 15+ years tenure with Riverstone Residential Group, other positions held include Regional Manager, District Manager, Senior Property Manager, Property Manager, Regional Yardi Trainer, ACE trainer, Assistant Property Manager, and Leasing Manager. 11:00–11:50am

How to Effectively Increase NOI • Speaker: Jim Palzer

A company’s net operating income- (NOI) is the revenue it derives from operations minus the cost of those operations. As rents continue to fluctuate from quarter to quarter, property managers and building owners are working hard to keep NOI at its maximum level. This year at TRENDS Jim Palzer offers creative strategies to control costs, find new profit areas, and monitor capital expenses in order to boost NOI. Jim Palzer has been responsible for development, special projects and management, including the preparation and administration of annual budget proformas, management plans, financial statements, and construction management and due diligence services on takeovers and new properties. Specializing in adding value to existing assets, turn-around of distressed properties, and executive oversight, Jim has been responsible for over $35,000,000 of renovations in repositioning properties in their exclusive market places. He has been instrumental in establishing a solid footing in markets located in other states and overseas, which has allowed the organizations he has been with to open successful offices in those regions. Jim also completed the initial groundwork and investigation and eventually opened a management and consulting office in Beijing, China, which today is one of the larger “Western Influenced” property management operations in China. 11:00–11:50am

Is It a Straight Line? Moving Up the Career Ladder? • Speakers: Mike Jansen, Ellen Fix, Felicity Alexander, Phil Cresswell,

With over a combined 103 years of experience in the property management industry, we can give you the inside scoop on what employers are looking for and how you

Rental Housing Association UPDATE • November 2014

• How to inspect your own playgrounds • Documentation and Record Keeping Systems • How to evaluate your playground – Check list with instructions. • Insurance factor – Requirements for low premiums. • Playgrounds as a sales tool – Owner and tenant getting their moneys worth.

are seen by them. From Fee Management, Private Owners, HOA and everything in between, our open panel discussion will cover attitude, soft skills, balance and certifications/education. You will leave empowered to control your own path. Mike Jansen is a co-owner of Tecton Corporation. Mike is a Certified Property Manager (CPM®), the Designated Broker for Tecton Corporation and member of IREM. Mike is an alumni of Washington State University, with a degree in Business Administration. His main responsibility is managing a portfolio of apartment communities with the largest being 280 units. Tecton Corporation currently manages 36 apartment communities consisting of 3,202 units. Tecton Corporation is an Accredited Management Organization (AMO®) and their goal is to meet and exceed their client’s expectations and to maximize the value of their assets. Mike and his partner’s goal are to be the best management firm in the Greater Puget Sound area, not necessarily the largest. In his spare time, Mike enjoys spending time with his wife, Debby, their children and lab puppies.

Phil Cresswell Phil Cresswell Phil Cresswell is currently an Investment Manager for Indigo Real Estate Services overseeing a portfolio including conventional, tax credit and lease up communities. He has been involved in the multi-family industry for over 15 years. Previously, he worked for Essex Property Trust where he began his career in Property Management as a Leasing Agent and was promoted through the ranks until he became a Property Manager. Phil was involved with IREM on the local and national levels. He was on the Executive Committee for the local chapter, a member of the 2009 National Executive Committee and received his ARM® designation in 2006. 11:00–11:50am

Strategies Using Landlord/Tenants Law to Enforce Obligations of residents. • Speaker: Eric M. Steven, Atty

Mr. Steven, Atty. will address notice practice, statutory compliance, and other issues necessary for lawful eviction of residential tenants under Washington law.

Ellen Fix Ellen Fix, C.M.C.A., P.C.A.M. is a respected veteran of the real estate industry. She earned a Bachelor’s degrees in Literature and Education from the University of Washington, and completed graduate courses in Business Administration from PLU and UPS. As a Broker, she sold real estate for Windermere, Ewing and Clark and Madison House. She founded EMB Management, Inc., Bellevue, WA and served as CEO/President for 15 years. Her company exclusively managed condominiums and homeowner associations, valued at over $1 Billion. (EMB currently has over 33,000 doors with 125 employees and is the largest condo management company in the Northwest. Currently, Ellen is a faculty member at Rockwell Institute and North Seattle College, teaching courses on Business and Real Estate. Felicity Alexander has worked in Property Management for over a decade. She has tackled renovations, property sales, lease-ups and property takeovers. She’s an experienced leader and takes pride in motivating a team and managing properties as though they were her own. Felicity currently works for Essex Property Trust. Felicity’s first passion was sales. Working in a retail market she had a passion for sales but excelled at leading a team, visual merchandizing marketing and the administrative side of management. This foundation sparked an interest in leasing. In February 2004 she began her career in Property Management. She worked her way up the ladder from a leasing agent to Managing Director of a Seattle based property management company. The portfolio consists of 795 residential units and 200,000 sq feet of commercial.

Eric M. Steven Attorney, Eric M. Steven, P.S. is a sole practitioner in Spokane with a practice emphasis in the area of landlord-tenant relations and housing. He practices in the state and federal courts litigating cases involving administrative law, bankruptcy, commercial litigation, eviction, fair housing claims, and a variety of other landlordtenant issues. Mr. Steven is acting counsel for numerous property owners, landlords, management companies, subsidized housing providers, and the local housing authority. He is active in legislative reform and acting counsel for the Washington Apartment Association (WAA)—now known as Washington Rental Owners Association (WROA), the Inland Empire Rental Association, and also works with the Olympic Rental Association. 11:00–11:50am

Playgound Maintenance: Inspection = Reduced Liability How to inspect & Maintain Your Own Playgrounds • Speakers: Mary Lou Iverson & Mary Sue Linville

Information on inspecting your own playgrounds. • Value of Play – Why have a playground in your complex. • Standard of Care – The ASTM Standards and CPSC Guidelines that our playgrounds must conform to. • Americans with Disabilities is now Federal Law for Playgrounds • Maintaining your playground – Inspections and Maintenance – in-house or contract out.

MaryLou Iverson founded The Iverson Associates in 1990. She is an internationally respected risk consultant for all aspects of play areas and playground safety. MaryLou has been Director of Parks and Recreation for cities and special districts in Oklahoma, Colorado and Washington. Ms. Iverson is a consultant for schools, day-cares, municipalities, manufacturers, designers, architects, homeowners associations and installers on risk management and safety of play areas. MaryLou has been member of the American Society of Testing and Materials International (ASTM) Playgrounds, Surfacing and Amusement Standards Committees since 1988. She has been teaching Playground Safety Programs for the National Recreation and Park Association since 1981, now called the Certified Playground Safety Instructor Program and Certification. MaryLou is on the Board and teaches the National Playground Contractors Association International (NPCAI), Recreation Installation Specialist Certification Course and has taught a Play Area Training Course for Amusement Industry Maintenance and Safety International (AIMS). www. theiversonassociates.com Mary Sue Linville • Director Risk Management, for Washington Schools Risk Management Pool, a property/casualty self-insurance pool of one-third of the public school districts (1/2 of the public school student population) and 6 Educational Service Districts in Washington State, since April 1996. • Risk Manager for Lake Washington School District from 1989 to 1996. Responsible for all matters relating to the financial and loss control aspects of the 5th largest school district in the state. Responsible for insurance procurement, environmental, safety, worker’s compensation (self-insured), health benefits and emergency preparedness. • Twenty years experience in all lines of Personal and Commercial Insurance, serving as a broker for one of the largest agencies in the world. 1:30pm–2:20pm

Current Conditions of the NW Rental Market • Panel: Rob Kellum, (Moderator) Barry Blanton, Tom Daniels, Jim Palzer T his is a ‘Featured’ workshop of TRENDS 2014. The panel members on this workshop are all extraordinary. And the topic was brought back by popular demand. As is, the workshop title fully explains the topic: ‘The Current Condition of the Northwest Multifamily Housing Market.’ We suggest you get your seat early and don’t miss it!

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1:30pm–2:20pm

Your Maintenance Career—Achieving Excellence for Professional Advancement • Speakers: Donn Garrett & David Alfano

A long-term career within the Maintenance Industry can be financially worthwhile and personally satisfying. However, to achieve professional advancement within the Maintenance field requires attention to common professional factors. Donn Garrett and David Alfano have both successfully moved through and up the ranks of the maintenance profession. They will identify the factors to advance and secure professional achievement in your maintenance career. Rob Kellum As a principal and Chief Operating Officer of SUHRCO Residential Properties since 1994, Rob is responsible for overseeing all operations and property management activities as well as new business development, marketing, property acquisition and disposition. SUHRCO currently manages approximately 9,000 multi-family units consisting of both apartments and condominium associations throughout the greater Puget Sound region. Prior to joining SUHRCO, Mr. Kellum was president and managing partner of a Seattle area investment real estate management, development and brokerage company, managing more than $300 million dollars in real estate assets and developing and/or purchasing and renovating $60 million in real estate during that period. Rob was the 1999 President of the Western Washington Chapter of IREM. In 2000, Western Washington Chapter of IREM® named Rob as their Property Manager of the Year for the State of Washington. He is a Certified Property Manager (CPM) with the Institute of Real Estate Management (IREM) and licensed real estate broker. Barry Blanton is the Chief Problem Solver/Principal at Blanton Turner. He began his career in real estate management in 1980 at Jean Tate Property Management, in Eugene, Oregon. Soon after, the firm became Jennings & Co. Property Management, and Barry was offered a partnership in the company in 1985. In 1994, Barry formed Lorig Management Services, a Washington partnership between his Oregon firm and Lorig Associates, a Seattle real estate development company. Barry was President until 2011. In 2011, Barry formed Blanton Turner, a regional real estate management company. Blanton Turner has offices in Seattle and Eugene, OR. Barry served as the 2010 President of the Western Washington Chapter 27 of the Institute of Real Estate Management (IREM), and named Chapter 27 Certified Property Manager of the Year for 2009. Tom Daniels is the Executive Vice President of Riverstone Residential and oversees Western Washington operations, including 17,000 units across 119 communities. He has been in the Multifamily industry for over 17 years, starting as a Property Manager in 1992. Prior to Riverstone Residential, Tom was responsible for portfolio operations for both Holland Residential and Trammell Crow Residential Services in Oregon. Before working in Real Estate, Tom spent five years in the U.S. Airforce. He is on the Board of the Washington Multifamily Housing Association and was the Chairperson of the Strategic Planning Committee. Tom graduated from Washington State University with a degree in Business Administration and holds his Washington State Broker’s License.

Rental Housing Journal On-Site • November 2014

Donn Garrett has worked in property management for over 20 years. In the position of Maintenance Manager, Mr. Garrett has worked on properties ranging from 123–474 units. Donn has been a speaker for TRENDS and the Washington Multi-Family Housing Association (WMFHA). He has won the prestigous awards for everything from “Best Curb Appeal" to "Grand Prize Overall.” To Donn, continuing education is very important, as he attends Advanced Appliance Classes and was one of the early O7B License holders. Due to a heavy performance and recording schedule he is finding working on a smaller community a breath of fresh air. David Alfano is responsible for capitol projects by performing inspections and acquiring all necessary bids from vendors/contractors. David’s duties include writing scope of work details, contracts and securing all necessary insurance requirements. His department also handles any general work needed such as dry-rot, water intrusion, damaged caused by residents. David has over 40 years of strong and diverse experience in the Maintenance field. He manages a crew of employees and has over seen various subcontractors in the refurbishment of 6,587 manors in a 10 year program.

RENTAL HOUSING JOURNAL ON-'14 SITE

municate with you and communicate about you, aren’t there? In “Before You Hit Submit” we’ll discuss the “new normal” of life in a social media-driven world, how it affects you and how it can help (and hurt) you! If you’ve ever wondered what you should say online, before you say it, you won’t want to miss this workshop! 1:30pm–2:20pm

Extraordinary Leasing Success —the New Authenticity Formula • Speaker: Terri Norvell

Learn to quickly flip the traditional leasing model upside down and apply this fresh New Formula. You’ll gain the confidence to connect, engage, and share your expertise with each prospective resident - in your own authentic way! Terri takes you step-by-step through not just the formula (which achieves a sustained average 72% closing ratio), but also a proven “how to” process. You’ll be applying what you’ve learned immediately! Watch your personal leasing success and your entire team’s results soar with long-lasting, high bottom-line impact...starting now! 1:30pm–2:20pm

Rental inspections? A review of New State/Local Laws • Pannel: Eric M. Steven, Rob Trickler, Mark Gjurasic, Sean Martin, Bill Hinkle

This workshop panel represents experts in the political and legal areas of rental housing. This group will explore a limited number of issues of interest to the industry. Those subjects are an update on Rental inspection laws and requirements. And a thorough review of new State and Local laws impacting the rental housing industry.

Examples of the Tips to be discussed are: • Three Social Media channels you should be using now. • How to promote your Social Media and gain more followers. • What types of content you should post. • What types of content should you avoid. • How to handle positive and negative comments from users. • What contests are most effective on Social Media. • Why use Google+ David Butler is the Founder & CEO of Apartment Marketing Systems. David created the vision for Social Media Made Easy® as an owner of multi-family properties. He brings a broad range of experience to the team and has been a leader in applying Internet-based technologies to his own multi-family portfolio. “Social Media is changing the way consumers are using the Internet to buy products and services. Social search and instant personalization are going to shape our use even more in the future.” – David Butler

Mark Gjurasic Mark Gjurasic is president of Public Affairs of Washington, LLC specializing in governmental affairs representation, fundraising, and educational services. He currently represents many associations before the Washington State Legislature, some of which are: Building Owners and Managers Association of Seattle and King County, Tacoma and Spokane, Institute of Real Estate Management, Washington Apartment Association (WAA)—now known as Washington Rental Owners Association (WROA), and Washington State Mobile Park Owner’s Association.

1:30pm–2:20pm

Before You Hit ‘Submit’. Communicating Effectively in a Social Media World & Multifamily Business • Speaker: Rommel Anacan

With so many different social media channels, websites and platforms today, there are so many different ways that your residents and customers can com-

Bill Hinkle

Bill Hinkle is the Executive Director

of the Rental Housing Association of Washington (RHA). Mr. Hinkle previously served as Minority Whip in the State House of Representatives, and retired from the Legislature after 10 years of public service. While serving in the House, Bill had also been a business consultant in the Real Estate and Development industry providing him with the kind of understanding of the industry and leadership skills critical for his current position. 1:30pm–2:20pm

Hiring Contractors & Dealing with Construction Liens • Speaker: Chris Benis

1:30pm–2:20pm

Top 10 Social Media Tips for Apartment Communities • Speaker: David Butler

the course of the past six years, he has worked on a number of concerns facing rental housing operators, notably rental housing inspections, crime free legislation, protected class and fair housing laws, and various fee and taxation issues. Sean graduated in 2005 from the University of Washington with a degree in Political Science. His experience at RHA began as an intern and over seven years has grown in to the position he holds today. He recently became a graduate member of the Jennifer Dunn Leadership Institute, completing the course in May of 2012.

Sean Martin Sean Martin ser ves as Director of External Affairs at the Rental Housing Association of Washington and has been tracking and collaborating on issues affecting the rental housing industry at the local level for over six years. Over

Attorney, Chris Benis will explore the typical problems and how to protect your property when hiring contractors. In addition, he will discuss common law and statutory agency as applied to construction liens. As well, lien theories will be explored, such as, what is the claimant trying to protect? And, who can claim a lien. Tips on protecting the property owner will be shared in procedures such as contractor disclosure; pre-claim notices, the Lien releases and multiple party checks. Lien foreclosure procedures will be discussed and how to fight a frivolous lien.

Chris Benis Christopher T. Benis is a partner with the law firm of Harrison-Benis, LLP, which maintains offices in Seattle. Mr. Benis attended the University of Washington, where he received a B.A. in Political Science, a Master of Urban Planning and J.D. from its School of Law. In his law practice, he represents brokerages, design professionals, and construction companies. Chris is a regular speaker and author on topics related to property management. He has spoken at TRENDS many times and authors a monthly property management column in the RHA's UPDATE newspaper.

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and attorneys to resolve issues and ensure program compliance by both landlords and participants.

1:30pm–2:20pm

Sharon Cunnington has had a passion for real estate since her first job at a real estate firm in University. She has been a Real Estate Investor and Business Operator for 15 years. Sharon is also a licensed Real Estate Agent hanging her Broker’s license with Wilson Management in Bellevue. Wilson Management manages roughly 650 units nationwide. Sharon’s real estate portfolio consists of single and multi-family properties located throughout the nation. She is a member of RHA and REAPS. As software industry veteran, Sharon has over 23 years’ experience leading largescale international technology businesses. Sharon lived in Europe for three years and has been active in the non-profit sector serving on Boards. She is a graduate of Washington State University with graduate courses from Harvard and Kellogg School of Business.

(continued from page 32)

Best Practices: Working with Section 8 • A panel of Property Owners & Housing Authority Personnel: William Shadbolt, Mike Jung, Sharon Cunnington, & Pam Taylor

Perhaps you’ve heard stories from other landlords about dealing with Section 8 tenants, or even had experiences yourself. There are many things to consider when selecting a tenant, but this workshop will help you understand the ins and outs of the Section 8 program so that you can take advantage of the financial and other benefits while renting to subsidized families, while minimizing the pit falls. We’ll discuss the importance of careful screening, the inspection process, understanding the Housing Assistance Payments contract and its relation to your lease with the tenant, dealing with tenant noncompliance, and we’ll answer as many of your questions as possible, with follow up available off line as needed.

William Shadbolt William Shadbolt purchased his first rental property in 1993. Since 2010 he has been purchasing mainly bank owned property, rehabbing them and renting them out. His focus is South Seattle and Renton, but includes property as far north as Broadview and as south as Fife. He has tenants on the Section 8 program with both King County Housing Authority and with Seattle Housing Authority. He is one of the owners of Broad Reach Management Inc. (BRMSeattle.com), a greater Seattle property management company. Mr. Shadbolt is an active member of RHA (the Rental Housing Association of Washington). He is also a licensed real estate broker. In his spare time he enjoys sailing and skiing and has served as the Washington State Director of Clubs for the NW Ski Club Council since 2007 and is the Treasurer for the Far West Ski Association. Mike Jung is the Owner Liaison for Seattle Housing’s Housing Choice Voucher (Section 8) program. He’s been working with landlords for over a decade now to get tenants into rental properties quickly and smoothly and to keep landlords informed about program updates and opportunities. He works to resolve issues between landlords and Seattle Housing and conducts regular workshops for landlords to explain housing authority policies and, along with the other landlords present, helps attendees work through challenges they may be facing. Pam Taylor is a Senior Housing Program Manager for King County Housing Authority’s Section 8 program. She has been with the agency for 14 years. She is responsible for the oversight of the day-to-day operations working with 2500 participant families on the Housing Choice Voucher Program. She meets with tenants, landlords, social service agencies,

3:10pm–4:00pm

FORECASTING 2015 & BEYOND— NWMulti-Family Housing • Panel: John Hatton, (Moderator), Shawn Hoban, Sherrie Clevenger, Bill Austin, & Joe Sims This is a ‘Featured’ workshop of TRENDS 2014. This workshop topic has become a ‘tradition’ at TRENDS. And, always features an extraordinary panel of industry practitioners. The workshop title fully explains the subject to be discussed in a roundtable format: ‘FORECASTING- 2015 and beyond the Northwest Multifamily Housing Market’. We strongly suggest getting to this workshop early and don’t miss it!

John R. Hatton, CPM® John Hatton has over 30 years of diversified real estate experience ranging from property management to property development. He currently is a Principal with The Tessera Group. The Tessera Group provides a wide variety of real estate services to receivers, financial institutions, developers, homeowner associations and building owners. John previously worked for nine years with Legacy Partners Residential Inc. where he served as a Vice President in their Mercer Island office. Prior to his involvement with Legacy Partners, John held various positions with real estate investment companies that specialized in multi-family, strip mall and office acquisition and management. He was selected as the 2002 Certified Property Manager of the Year by the Institute’s Seattle Chapter. In 2012 John received the IREM Presidents Award for Excellence. He has served as a director of the Washington Apartment Association (WAA)—now known as Washington Rental Owners Association (WROA), and the Rental Housing Association of Washington. Shawn Hoban, CPM®, CCIM, is the designated broker for Coast Real Estate Services. Co-founder and President, Shawn’s background includes over 20 years with Coast, plus two years as a regional sales director for a national pharmaceutical

company in Chicago, IL. He is a Certified Property Manager® with the Institute of Real Estate Management® and is a Certified Commercial Investment Member®. These designations are considered the two highest achievements in the property management and real estate industry. Shawn holds a BA in Business Finance from the University of Notre Dame. Since 1993, Bill Austin, has served as Vice President of Operations and Designated Broker for Epic Asset Management with overall responsibility for the firm’s in-house property management, brokerage, and development operations. This includes supervision of 80 employees in the management of 3,500 multi-family units. Bill was formerly President of Lexxus Real Estate Systems, where he functioned as court appointed receiver for some $50 mm in multi-family assets in Washington and Oregon. Past clients include municipalities, state pension funds, banks, limited partnerships, and bankruptcy trustees. Mr. Austin attended North Texas State University, majoring in business administration and was a member of the American Opera Center at The Julliard School, in New York City. Sherrie L. Clevenger joined the Essex team in 1999. Sherrie received her Certified Property Manager” designation in 1992 with the Institute of Real Estate Management” (IREM”); she has been the committee chair for “Friends of IREM”” and coordinated many other local events. Ms. Clevenger was Vice President of Communications in 1998-1999, was CPM” of the year in 1998, President Elect for the year 2000, and Chapter President for the year 2001. She is a licensed Realtor and a member of the Seattle King County Association of Realtors. Ms. Clevenger began her career in 1979 with Tecton Management Corporation where she was eventually promoted to Senior Property Manager overseeing their multi-family portfolio. From 1992 to 1994 Sherrie joined Leavitt Shay Real Estate Services as a Regional Manager for their multifamily and condominium portfolio. After a short experience in sales with “For Rent Magazine”, Sherrie joined SUHRCO Residential Properties, L.L.C as District Property Manager. Sherrie brings over 20 plus years of Property Management experience to Essex Property Trust, Inc. Joseph B. Sims, CPM, President of Olympic Management. He oversees the day-to-day operations of all of the assets managed by Olympic Management Co. Mr. Sims has been with Olympic since 1996 and has been working in the property management industry for over 25 years. He is a Certified Property Manager (CPM) through the Institute of Real Estate Management (IREM). Mr. Sims holds a Real Estate license in the state of Washington, membership in IREM and is an affiliate member of the Board of Realtors. He also serves as the designated Broker for Olympic Management Co. 3:10pm–4:00pm

TRUE CONFESSIONS: Dumbest & Brightest Lessons Learned by Property Owners Audience confessions encouraged • Panel: Charlie Spaeth; Rebecca Brown; Laura & Don Decker; JoAnna & John Worthen; Jack & Deborah Hawes

There’s an old saying that “education is never free.” In property management terms that translates to something like “transcendent enlightenment bubbles from the wellspring of dumb mistakes.” In this workshop, six property owners, with eighty years’ combined rental management experience, will reveal the dumb

33 mistakes that transformed them into the savvy rental managers they are today. In addition, these owners will share their most brilliant discoveries in property ownership. But that’s just half the program. Workshop attendees will also be invited to share their dumb and brilliant decisions in the hope that it is, in fact, possible to glean value from the mistakes of others rather than always having to learn the hard way. Come for an hour of experience, laughter and wisdom.

Charlie Spaeth Charlie Spaeth and Becky Brown At age eight Charlie Spaeth began showing vacant apartments and collecting rent at a rental his parents owned. In his twenties he refined his management skills renovating and managing residential buildings in New York. Since the early eighties he has syndicated, brokered and managed numerous residential properties in the Seattle area, including a 32-unit building in Fremont he still owns. He’s a former board member and board chair of the Rental Housing Association of Washington and currently chairs its political action committee. Becky Brown married Charlie over thirty years ago. While not a hands-on property manager herself, she researches the rental market, is Charlie’s source for sound advice on managing tenants, and rescues him when he locks his keys in the car. In addition, Becky owns a training business.

Laura Decker Don and Laura Decker have been married for 18 years. Together they’ve owned rental property for 11 years. With extended family, they purchased a mixed use building in 2003 and after three years with a hired property management company, took over the direct management eight years ago.They recently added a single-family home to their portfolio. Laura is a trained accountant. She manages the property as part-time job and spends the balance of her time with their boys. Don does some of the building maintenance and works full time for a large company. Laura is on the Board of Directors and Secretary for the Rental Housing Association of Washington. John and JoAnna Worthen share the responsibility of property ownership and management along with their son, daughter, and son-in-law in varying degrees. John is a third generation Seattle residential investor and property manager. He bought his first investment property with his parents when he was 18 years old, with the money he saved from hanging wallpaper on and during the summers with his Dad. John and JoAnna have found it

(continued on page 34) Rental Housing Journal On-Site • November 2014

November 2014 • Rental Housing Association UPDATE

TRENDS '14 Workshop Synopsis & Speaker Bios (continued from page 33)

especially satisfying and rewarding in the last few years to grow in the understanding that success can be measured in more ways than just the bottom line and to see the next generation prospering from skills learned through working together. John and JoAnna have been married 35 years, are UW alums, and love to garden, travel, and spend relaxing time with family.

Jack Hawes Deborah and Jack Hawes own and manage a 20-unit apartment building in the Greenwood area of Seattle. Jack Hawes is currently the Rehab Services Director for the Northwest Region for Equity Residential. In this role he oversees the upgrade and rehab of Equity’s portfolio in greater Seattle, the San Francisco Bay Area, and Denver, CO. Prior to joining Equity Residential, Jack was the managing general partner of Western Homes, located in Seattle for 20 years. Jack is a past President, and was formerly Board Chair of the Rental Housing Association of Washington (RHA). 3:10pm–4:00pm

Small Claims Court—Going for Your Gold! • Speaker: Sue Lewis

This class addresses how, when and where to file a claim, and how to respond to a tenants claim against you. We cover how to prepare yourself and your information in a manner that increases your odds of winning, and how to avoid common pitfalls. It covers the RCW’s pertaining to the issues of money owed, how and where to file, and possible alternatives to court action. This class also discusses alternatives to small claims. It’s your money, so collect it or report.

Rental Housing Journal On-Site • November 2014

and has received the highest “AV” rating by his peers for ethical standards and legal ability since 2004.

3:10pm–4:00pm

What a Modern Property Management Business Looks Like Today • Speaker: Erik Sandoval

KEYNOTE: 4:15

Breakthrough NOW! Be Your Best Self Every Day! • Speaker: Terri Norvell

Erik Sandoval works for AppFolio. 3:10pm–4:00pm

Positive Maintenance: Why Good Relations with the On-Site Staff & Residents Is Vital to the Maintenance Department’s Success • Speaker: Rommel Anacan

Positive ‘Maintenance’ for Maintenance Professionals: Equip Yourself For Success by Making the Office Team Your Allies. There are two distinct worlds within the property management universe, the Office Team and the Maintenance Team. While both are ultimately on one team and have the same overall goals, both sides can often perceive and achieve these goals from different perspectives. In this entertaining workshop you’ll be given a “behind the scenes” look at how the Office Team views things. Armed with this knowledge, you’ll be equipped to make the Office Team your valuable allies, which will help you succeed.

Bruce Kahn Bruce Kahn, CCIM, CPM is a Managing Director of The Foundation Group Real Estate Services, a full service investment property management and brokerage company. He holds the designation of CCIM (Certified Commercial Investment Member) issued by the Commercial Investment Real Estate Institute, and CPM (Certified Property Manager) with IREM (Institute of Real Estate Management). Bruce has been active as an investor and real estate professional for over twenty-five years.

In a world where many things are not as they seem...there is a way to have a positive outlook and be your best self every day. What if you could immediately improve your productivity, efficiency, problem solving, decision making... and overall happiness at work and in life? If you’ve been curious as to why ‘you know what to do and yet sometimes are just not doing it’ you will not want to miss this program. Come prepared to have more fun every day.

3:10pm–4:00pm

Legal & Election Issues in 2015! Rent Control Update; Criminal Trespass; Homelessness Legislation • Panel: Eric M. Steven, Rob Trickler, Mark Gjurasic, Sean Martin & Bill Hinkle

This workshop panel represents experts in the political and legal areas of rental housing. This group will explore a limited number of issues of interest to the industry. Those subjects are the most current legislative issues concerning rent control, specific new legal concerns, rulings on criminal trespassing and updated laws concerning homelessness. Also, to be discussed are the important election issues of 2015. 3:10pm–4:00pm

Unlicensed Assistants & Real Estate Agency Laws. Knowledge to Keep You Out of Trouble • Speaker: Chris Benis

To be safe, every property owner and manager must know the legal limitations of services an unlicensed assistant can provide. And the limits of advice and duties they can serve customers. Chris will explain the legal limits and liabilities associated with employing an unlicensed assist in your office. As well, Chris will provide a much needed and necessary overview of real estate agency laws that directly impact the management of properties. 3:10pm–4:00pm

Sue Lewis Sue Lewis has been in property management for over 25 years, having filled positions ranging from apartment manager, to ultimately running the residential division of an international holding company. She has also worked with a motivational training company, been a personal and professional coach, and done work for the Department of Defense and Department of Commerce. Sue served as 2009 National Chair for the Journal of Property Management Advisory Board and was the 2008 Western Washington Chapter President for the Institute of Real Estate Management. Sue currently pursues her passion for excellence through education and understanding in her role as a training and resource specialist for the Rental Housing Association of Washington (RHA), education, and helpline services to over 5,200 members.

RENTAL HOUSING JOURNAL ON-'14 SITE

The LEGAL RIGHTS of a Landlord Concerning: Hoarders, Troublesome Tenants & Emotional Pets • Speakers: Bruce Kahn & Evan Loeffler, Atty

Come join Bruce Kahn and Evan Loeffler, Atty. in a discussion of how to handle Hoarders, problem tenants and emotional pets. They will offer legal means to both solve problems and keep you out of trouble. The fact is, as a property owner or manager you have rights to protect your property. These gentlemen will offer the best practice methods of dealing with specific issues, and the laws that relate to them. Time permitting an open-mike discussion where you can ask questions and share experiences with the group.

Evan L. Loeffler Attorney, Evan L. Loeffler is the principal attorney at the Loeffler Law Group, PLLC in Seattle. Since 1997, the firm has emphasized landlord-tenant relations, and real estate and commercial litigation. The practice represents property management companies, commercial tenants and landlords, individual investors and financial institutions. Mr. Loeffler is a regular speaker and author on topics related to landlord-tenant law, including writing the chapters on evictions and residential landlord-tenant law in the Washington Lawyers Practice Manual. Mr. Loeffler teaches continuing legal education seminars on landlord-tenant law and ethics,

Terri Norvell Terri Norvell is a breakthrough presenter—working with individuals and teams to overcome challenges, succeed wildly and achieve results. A high-energy speaker and corporate workshop facilitator for forward-focused companies. Prior to starting Trust Yourself Now in1996, Terri was VP of Training & Marketing for a $1.2B West Coast property management & development company; GM of a 5-state $9M temporary housing firm; President of a Silicon Valley Chamber of Commerce. Co-author of "The Masters of Success" with Jack Canfield and Ken Blanchard. Terri recently received the Colorado AAMD Supplier Sales Professional ‘Tribute of the Industry.’ u

RENTAL HOUSING JOURNAL ON-SITE

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

Dear Maintenance Men, It won’t be long before we need to change our clocks for Daylight Saving. I’m a bit concerned about the lights at my apartment building. I have various fixtures, sensors and timers, not one of which turns on the lights at the same time. Some don’t turn off or on at all. Any suggestions? Burt Dear Burt: There are two ways to effectively control exterior lighting: 1. A timer clock. 2. A photocell for detecting light and dark Both time clocks and photocells have been around forever. We prefer to activate landscape lighting with a photocell as it is virtually mainte-

nance free. A photocell will ensure the property has light only when it is needed and turn off automatically with the approach of daylight. Be sure the photocell located where it can “see” ambient light and not near an artificial light source. A time clock needs constant attention in order to keep up with the changing seasons and adjustments for longer or shorter nights. There is nothing more frustrating than seeing the property all lit up at 5pm and it only gets dark at 7pm or even worse; the lights turn on at 7pm and it has been dark since 5pm. Remember: the safety of your residents is at its greatest risk when it is dark and the lights are out. Dear Maintenance Men: I’m getting ready to have one of my rental units painted and the painter

typically sprays the walls and ceiling as opposed to rolling on the paint. I’m a bit worried about my smoke and CO Detectors. I’m I being overly cautious? George Dear George: Overly cautious? No! We think you are right to worry. The paint and construction dust can contaminate the smoke/CO detectors and lessen their sensitivity. It is important to either cover the detectors in a protective plastic bag or remove them during the painting and construction work. While you are there, check the batteries and dates of installation. If you remove the detectors during painting, don’t forget to reinstall them before the next resident moves in. Dear Maintenance Men:

Garbage deposals are getting me down! I am forever getting calls to unblock them or replace rusted ones. They seem to be a source of constant problems. Are there any alternatives? John Dear John: The first issue may be education. When a new resident moves into a unit; explain how to use the garbage disposal, what should and should not be put through the unit. Show them what to do if the disposal jams and where and how to use the unjam key. (The un-jam key should be attached to the side of the disposer.) The same information should be distributed to all existing residents as well. To answer your question about an alternative to a garbage disposal: We ...continued on page 23

To have your article published in On-Site call us at 503-2211260 for info. 20

Rental Housing Journal On-Site • November 2014

hether you have several vacancies and upcoming notices to lease or you are down to that last “net to rent,” you must still qualify your prospects in order to ultimately secure the rental. How you remember and record the needs and preferences of your callers and visitors, is just as important as obtaining the information in the first place. Following is a question that came up on the topic of guest cards: Q: My property supervisor is really pushing us to use guest cards. However this whole “qualifying thing” makes me feel uncomfortable, like I am invading someone’s privacy. I have a pretty good memory and don’t really think it’s necessary to write down everything on a guest card. What’s the big deal anyway?

Shoptalk A: I commend you for being respectful of the privacy of others. This demonstrates professionalism and consideration on your part. However, it is possible to note the preferences and personal information of your prospective renters without being intrusive. Remember the old adage: “The shortest pencil is longer than the longest memory.” No matter what your recall ability is, you will not be able to memorize all the needs and preferences of every client, along with their name and contact information. Try asking each one of your prospective renters for “permission” to question them about their needs in order to provide them with the best possible service. It might sound something like this: “Is it okay if I

Lose Eviction Case ...continued from page 9

must be very specific as to what the alleged violation is, when it occurred and any other information to inform the resident of the violation.

Non-compliance by the Landlord Another possible way to lose your eviction case is to not do necessary or needed repairs to the premises when requested by the tenant. Landlords have a duty to make all necessary repairs and many courts may not

evict a tenant if the landlord deliberately or negligently does not do these repairs. Tenants can claim retaliation by the landlord for failure to make repairs and the remedy is a defense to the eviction, plus two month’s rent or actual damages, whichever is greater. Suing After Regaining Possession Other possible defenses are the tenant has moved and no longer

RENTAL HOUSING JOURNAL ON-SITE

ask you a few questions to find out what you’re looking for in your new home? - I want to help you pick out the apartment that will best meet your needs!” Then, at the end of the phone contact or visit, once you have established a rapport, it would be perfectly natural to ask for their email, phone number or mailing address so you can keep in touch with them. Remember: You are in the “customer service” business. You can’t meet the needs of your customers if you don’t know what they are. (Neither can anyone else in your office if your phone callers show up and you are not there.) You can’t follow up on the interest of your clients either, if you don’t have their contact information. Think of a guest card as a “tool.” When used properly you

will find that it is a professional, organized method for learning everything you ever wanted to know about your prospects, but were afraid to ask! If you have a question or concern that you would like to see addressed next month or if you would like to inquire about a shopping program and leasing training, please ASK THE SECRET SHOPPER by making contact via e-mail. Your questions, comments and suggestions are ALWAYS welcome!

occupies the rental. An eviction is only to regain possession of the rental property and if the tenant has moved and returned keys, there is no issue of who is entitled to possession for the court to determine.

being rude or argumentative to the judge. The golden rule applies – “be professional, be prompt, and be prepared”.

ASK THE SECRET SHOPPER Provided by: SHOPTALK SERVICE EVALUATIONS Phone: 425-4248870 E-mail: joyce@shoptalkservice.com Web site: www.shoptalkservice.com Copyright Shoptalk Service Evaluations

Andrew M. Hull, Esq. HULL, HOLLIDAY & HOLLIDAY, PLC www.doctorevictor.com 602-230-0088

Be Professional, Be Prompt, Be Prepared An unwritten defense is not being prepared when you come to court, not having witnesses who have personal knowledge of the violation,

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Staying Cool ...continued from page 7 the importance of stripping the many layers of the ego I once had,” Dr. Cerfolio says. “This is really important: Your ego doesn’t need to be visible to everyone -- or even anyone but yourself.” Being a top performer requires ego – it helps fuel self-confidence and provides some of the motivation necessary to achieve. But it should not hinder the performance of your team: your coworkers, friends and family. Over time, by keeping your ego to yourself, it becomes easier to enact a team-oriented ego, rather than a “me-oriented” one.

team, whether that’s your ball team, your family team or your work team. When you sign up for any team, by definition you promise your time, effort and 100 percent commitment. You have to be at every game and every practice on time and ready to go.”

Time to quit? Rub some dirt on it. In life, work is unavoidable, so embrace it, go big, and appreciate the rewards. No matter how difficult the challenge you face or how much it may hurt to meet that challenge, push through and give it your all. “Yes, there’s a chance you won’t succeed, or won’t succeed to the degree you’d like. But you stand zero chance of success if you don’t meet that challenge and give it everything you’ve got,” Dr. Cerfolio says. “You owe it to yourself and your

Robert J. Cerfolio, MD, MBA, is the James H. Estes Family Endowed Chair of Lung Cancer Research and Full Professor Chief of Thoracic Surgery at the University of Alabama in Birmingham. He received his medical degree from the University of Rochester

School of Medicine, surgical training at the Mayo Clinic and at Cornell-Sloan Kettering hospital, and has been in practice for more than 26 years. The author of “Super Performing at Work and at Home,” (www.superperforming. com), Cerfolio, who was a First Team Academic All-American baseball player in college, is a world-renowned chest surgeon and recognized as one of the busiest and best thoracic surgeons in the world.

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Dear Maintenace men ...continued from page 20 recently met with a small Southern California company that makes an item to eliminate the garbage disposal unit altogether. The product is called SemperScreen and it looks just like a standard sink drain strainer. The difference is in the strainer itself. The strainer is a fine stainless steel mesh permanently attached which will only allow water to drain and keep debris from going down the drain and into the pipes. In other words, the new drain strainer is used to replace the garbage disposal unit. Because it is permanently installed, the residents cannot remove it. The garbage disposer is removed the SemperScreen replaces it. This product can be found at: www.semperscreen.com .

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 7780480 CA contractor lic: #797645, EPA Real Estate lic. #: 01460075 Certified Renovation Company Websites: www.BuffaloMaintenance. com & www.ContactJLE.com www. Facebook.com/BuffaloMaintenance

National Tenant Network offers phone, fax or Internet screening giving you access to Local and National Eviction, Credit and Criminal reports. We have a semi-monthley newsletter and regular classes on Tenant Screening and Landlording.

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RENTAL HOUSING JOURNAL ON-SITE • Executive Director – Jim Wiard • President – Gail Duke – Vice President – Kris Buker • Secretary – Becky Sanders • Treasurer – Brett Stevens • Vice President of Suppliers Council – Barry Savage • Immediate Past President – Jay Olson

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18300 Cascade Ave. S., Suite 130 Tukwila, WA 98188 (425) 656-9077 (425) 656 9087 (fax) admin@wmfha.org

This has been a busy month for the Washington Multi-Family Housing Association!

MFHA’s Government Affairs Committee and state and local lobbyists have been monitoring both the national and the statewide elections. Our Government Affairs Director, WMFHA members and staff have visited with many of our state legislative candidates to speak to them about the importance of sensible legislation affecting the multifamily housing industry. Due to the generous contributions of our members, WMFHA’s Political Action Committee (PAC) was able to raise funds to support candidates who have a proven voting record supporting our industry. The Government Affairs Committee published our endorsements and recommendations for election races. We look forward to continuing to work with our state legislators on positive measures to promote the benefits the multifamily housing industry provides to state and local economies. We also look forward to engaging candidates for next year’s Seattle City Council races as well. As always, our Government Affairs team will be well represented in Olympia starting in January when the

new legislative session begins. Members are welcome to join us as we meet in Olympia for our annual Day on the Hill Lobby Day in early 2015. Educational opportunities the past month included the popular Advanced Legal Seminar, where 125 attendees got current on landlord tenant laws, eviction procedures, resident screening, collections and best practices to improve site management success. The excellent Fair Housing & Beyond class brought attendees together to learn about the importance of fair housing practices. The Apartment All-Stars traveled to Seattle to give a rousing seminar on what is new and exciting in the world of marketing and leasing on the national level. The All-Stars limit their appearances to just twelve cities, and we were lucky to have them join us. 150 attendees heard from All-Stars Kate Good, Lisa Trosien, Heather Blume and Pete Regules. Everyone took away many great ideas. The Certification for Apartment Maintenance Technicians (CAMT) designation course was sold out, with maintenance service personnel attendees taking classes on electrical maintenance, plumbing repair, HVAC, appli-

ance repair and interior & exterior maintenance. WMFHA continues to provide quality events for our members to join together to celebrate our industry, network with other members, and grow the reputation and professionalism of our industry. One of our most heart-warming events is the fantastic Chili Cook-Off charity event. Attendance this year topped 500 people, as we gathered to taste over 40 chili recipes brought by members in a fun, family friendly event that included over $7,000 in raffle prizes being awarded, including a Russell Wilson autographed football, Seahawk tickets and passes to the 2015 US Open Golf Tournament at Chambers Bay Golf Course. The Sea Gals cheerleaders signed posters and the Seahawks Blue Thunder Drum Corp got the house rocking. The main purpose of this event, besides having a ton of fun and taste awesome chili, is to increase awareness and raise funds for the Domestic Abuse Women’s Network (DAWN). Through the generous support of our attendees, we raised over $15,800 to donate to DAWN this year, bringing our total of this event to $65,000 in overall charitable donations since inception. Our monthly Tapas & Topics net-

working event is a pleasant after-hours membership mixer and a great way to make new contacts in the industry. 2014 has been a break-out year for our association as our membership has grown by over 16,000 apartment homes to overall membership totaling nearly 1,000 members managing 135,000 apartment units in the state. We opened a new Eastern Washington Chapter of WMFHA, so that we can better reach out to members and non-members in the eastern part of the state and increase our educational services and events in that market. We could not provide the legislative advocacy, quality education and popular member events without the support of our members, the volunteer efforts of our many committees, the leadership of our Board of Directors, and the excellence of our WMFHA staff. We look forward to another exceptional year in 2015 and wish everyone a safe and happy holiday season. For more information about WMFHA, please visit our website at www.wmfha.org, follow us on Facebook or Twitter, or call us at 425-656-9077.

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Mind Your Business

Tenant Non-compliance Getting your tenants to comply with the terms of their rental agreement By Tia Politi, Rental Owner, ROA Board Member, Eviction Specialist, Lead Property Manager for Acorn Property Management

often say that my experience as a mom has helped me in my career as a property manager. I sometimes feel as though I am responsible for parenting more than 800 unruly teenagers, and in my experience, educating residents about being good tenants and neighbors regularly becomes part of my job as a landlord, and likely yours as well. Many of the calls received on the ROA Helpline have to do with tenants violating the terms of their rental agreement. Offenses range from loud parties, to unpaid rent or late

fees, to hoarding, unauthorized animals or occupants, or lack of care of the property in some fashion. Unfortunately, some rental owners turn a blind eye to their tenants’ behavior in order to avoid confrontation, or over concerns related to an unplanned vacancy. If you cannot deal calmly, directly, and firmly with your tenants and set clear boundaries for accepted behavior, they will often run roughshod over you and your rental unit. Not only will your property suffer, but so will your selfesteem as you realize they have the upper hand and you are too softhearted to deal with the problem. This in turn can lead to issues of waiver if you have been aware of a violation but have chosen to turn a blind eye for three consecutive rental

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neighbors. Should this behavior continue, I will take progressive action up to and including termination of your tenancy. I’m hoping that won’t be necessary, but I want you to know the risks involved should you choose to continue this behavior.” In most cases, and with reasonable, considerate tenants, that is the only action I ever have to take. I do make a note in the tenants’ file that I made the call. Upon a second confirmed incident – that is the same or substantially the same – my next step is to send an official Warning Notice. This becomes part of the tenants’ rental record. This is also the step required before you are legally permitted to charge a tenant a non-compliance fee for certain lease violations including failure to clean up pet waste or trash; parking violations or improper use of a vehicle; late payments of utility bills or other service charges; smoking in a non-smoking area; and unauthorized pets. If there is a third similar violation, I assess the appropriate fee (if allowed by law) and send a 30/14, or Notice of Termination with Cause. This is still a curable notice, but if not cured will result in termination of the tenancy. If cured within the time frame specified, or the notice expires with no further violations of that same nature, then the notice hangs out in limbo for six months. If the tenants repeat the same or substantially the same behavior within six months of the origination date of the 30/14, I can then issue a 10-day Repeat Violation Notice, for which there is no cure allowed. When I send a 30/14, I include a letter that informs the tenants of the permanent consequences of a repeat performance and include the following statement, “It is my sincere hope that you will not make me take this final step resulting in termination of your tenancy.” It is a reminder that this situation is completely within their control, not mine, and also clearly communicates that this is truly their final chance to stop. When I have tenants in a fixed-term lease, I also remind them that termination under this notice does not relieve them (or their co-signers) from liability for either a lease-break fee or actual damages under the terms of their lease. With college students in particular, this really seems to get their attention as they suddenly realize that they could be without housing AND still have their parents be on the hook for their current lease. One other thing to remember when evicting or assessing fines against problem residents, is that we all live in the United States of America. When you are taking legal action against another party, (and notices are legal documents that could eventually be presented as evidence in a court proceeding) you had ...continued on page 35 Rental Housing Journal On-Site • November 2014

RENTAL HOUSING JOURNAL ON-SITE

Rental Housing Journal On-Site • November 2014

RENTAL HOUSING JOURNAL ON-SITE

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RENTAL HOUSING JOURNAL ON-SITE

Park It ...continued from page 10 while people without disabilities are not protected by fair housing laws, by virtue of being non-disabled.) If parking is provided for guests, a percentage of the overall number of guest parking spaces should be marked as accessible. It is particularly important to locate at least one accessible parking space next to the on-site leasing office. If you have multiple parking lots, each lot with unassigned or guest parking spaces must have a percentage of those spaces marked as accessible. For all accessible parking spaces, you should post a sign at the head of the parkw ing space noting that the spot is reserved, so that others do not park there. Vendors and other residents should be alerted that these spaces are off-limits. The "Fair Housing Act Design Manual: A Manual to Assist Designers and Builders in Meeting the Accessibility Requirements of the Fair Housing Act" says that accessible parking spaces and access aisles must comply with ANSI 4.6. (ANSI is the American National Standards Institute, which establishes standards and conformity assessment systems) The HUD Design Manual is available for download at www. h u d u s e r. o r g / p o r t a l / p u b l i c a t i o n s / destech/fairhousing.html. According to ANSI, an accessible parking space must:

space, measuring at least 60 inches wide, and marked so as to discourage parking in it. However, van parking spaces are permitted to be at least 96 inches wide if they have an adjacent access aisle at least 96 inches wide. • have a surface slope not steeper than 1:48. • have a vertical clearance of at least 98 inches. • have a sign including the International Symbol of Accessibility, posted at least 60 inches above the ground, measured to the bottom of the sign. Also, ANSI requires a minimum number of accessible parking spaces, based on the total number of spaces in each lot: An access aisle can be shared between two accessible parking spaces. At least one of these spaces must be van accessible, with a 96" access aisle. Many residents who need an accessible parking space do not need an extra-wide space with an access aisle – they often need only a regular-size parking space nearest to their front door or on the most accessible route to the front door. Also, some residents don't want an access symbol added on their parking space – just a reserved sign. Discuss specific parking needs with your residents who request accessible spaces. If there are different types of parking spaces, provide a space for a resident with a disability closest to his/her front door, regardless of the type of parking. If there is a charge for some or all of the parking spaces, provide a space for a resident with a disability closest to his/her

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• be on an accessible route from the lot to the resident's front door.

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• be at least 96 inches wide (for a regular space) or at least 132 inches wide (for a van space).

• have an access aisle beside the parking

front door. If all spaces are paid for, you can charge similar rates for accessible spaces. If only some of the spaces have a fee (for example, you only charge for garage parking) and the nearest spaces are fee parking, you may need to waive the parking fee for a resident with a disability. In analyzing whether to charge a fee, management should analyze the situation on a case-bycase basis, and should consider:

out the online resources at www.kingcount y. g o v / e x e c / C i v i l R i g h t s / F H / HPresources.aspx, or contact any fair housing agency.

Total Garage/Lot Parking Spaces

Minimum No. of Accessible Spaces (one of every six, or fraction of six, accessible spaces must be van accessible)

1-25 26-50

1 – van accessible 2 (including one van space) 3 (including one van space) 4 (including one van space) 5 (including one van space) 6 (including one van space)

• the amount of fees imposed • the relationship between the amount of fees and the overall housing cost • the proportion of other tenants paying such fees • the importance of the fees to the landlord's overall revenues • the importance of the fee waiver to the resident with a disability. An analogy would be the situation where a resident with a disability needs a service animal, for which management cannot charge a fee, even if other residents who have pets are charged. The overall fee or extra rent lost because of waiving the fee rule is minor considering the benefits to the resident. In the parking situation, the only way to assure a resident has the same access to an apartment that other renters take for granted may be to waive the fee usually charged for reserved spaces. You are responsible for enforcing reserved accessible parking spaces. Vendors should be alerted that these spaces are off-limits. Be prompt in responding to complaints when others park there. For more information about accommodations for renters with disabilities, check

51-75 76-100 101-150 151-200

Article provided by King County Office of Civil Rights & Open Government, 206-2632446, Civil-Rights.OCR @kingcounty.gov, www.kingcounty.gov/civilrights.

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RENTAL HOUSING JOURNAL ON-SITE

Compost Food: It’s Not Garbage Anymore!

he City of Seattle recently passed an ordinance that prohibits food in the garbage starting January 1, 2015. While many Seattleites agree that composting is good, there are definite challenges when it comes down to tenant participation and cooperation. What Will Happen? The law starts January 1, 2015. On July 1, 2015 enforcement starts. Properties will be warned by tags and letters if too many recyclables or too much food waste is in the garbage. Properties will receive a $50 fine on the utility bill for each infraction after the second infraction. Why? • Cost: Each year Seattle spends over $13 million to send garbage by train to the landfill in eastern Oregon. More than a third of the waste is food scraps such as banana peels, chicken bones, and moldy bread. It costs notably less for this same food waste to go to a regional compost facility. • Resources and the Environment: Food waste can be turned into nutritious compost for use on landscapes and gardens. Methane gas from food waste in the landfill is 22 times stronger than CO2

emissions from cars and trucks and contributes to climate change. Sending food waste to a compost facility instead of the landfill reduces pollution and conserves resources. • Proud Recyclers and Composters: Seattle residents take pride in recycling, and composting food waste is already an established practice at most residences and many businesses. 400,000 tons of food waste have already been diverted from the landfill since 2005. Tenants call SPU wanting to compost and you can ensure they have access. What’s the Benefit to You? There is not only the benefit of happier “green” tenants but also property managers report they have avoided or reduced expensive drain repairs when residents put food waste in the compost cart instead of down the sink. How Can You Prepare for Compliance? Seattle Public Utilities offers free resources: • Attend a FORC Training in 2015 (For properties with 5+ units only) The free Friend of Recycling and

THE PREMIER WAS H I N GTO N

Composting (FORC) training provides helpful tips, tools, and answers to questions on how to sort materials correctly in the containers. When you signing up a FORC with SPU and returning the pledge form your property will earn a one-time $100 credit on the utility bill. When the FORC attends the optional free training, your property qualifies for free food waste buckets for all units. Find out more at www.seattle.gov/util/ apartmentfoodwaste or leave a message at (206) 684-8717, press #2. • Order and Distribute Free Flyers and Posters Available in many languages. Order or download at www.seattle. gov/util/recyclingeducation or leave a message requesting an order card at (206) 684-8717, press #2. Videos also online. Recommended flyers: “Where Does It Go?” and “Food and Yard Waste Tips”. • Request Technical Assistance or Presentations for Residents Leave a message at (206) 6848717, press #2. Phone assistance provided to all properties. On-site technical assistance or educational presentations for residents available only to larger properties (75+ units) on a limited basis. ...continued on page 34

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RENTAL HOUSING JOURNAL ON-SITE

Industry Review: The Home Depot & ARPOLA Discount Program

ur industry is changing, and technology is one of the drivers of this change. That is why I was interested to read the press release on the new partnership between ARPOLA and The Home Depot. The benefits of this partnership directly affect Rental Housing Journal readers. Specifically, The Home Depot now has a way to treat you – the rental property owner, property manager and service providers on rental property – differently based on how you do business. The program has three major components: • Savings specific to three primary times work is being done on rental property – maintenance and repair, rent turns and property improvement/ updating. It includes exclusive pricing discounts, special product offers, volume pricing, coupons and even a time and cost saving delivery option. • Information and education on the right solution to your problem the first time – knowing what to buy and saving when you do. While this may be more important to less sophisticated

owners and operators of rental property, the information may prove to help even the most advanced operator. • Advanced management tools to simplify and control your purchases. Will you save? There’s no doubt that you will. The everyday exclusive pricing discounts up to 5% are clearly posted right on ARPOLA’s website. The discount is based on product category. You will receive 5% on plumbing and hardware, 4% on appliances, electrical and lighting, and lesser amounts in other categories. The current Special Product Offer is 15% off on smoke detectors. This is significantly better than The Home Depot’s current retail promotion during Fire Prevention month. It is also important to you, as many local laws and building codes have been updated to require the new 10 year battery life. If you have a larger purchase of $200 or more, you receive a coupon for $20 off when you register for the program, potentially a 10% savings. How much you save depends on your needs and how well you use the different aspects of the program.

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Not every aspect of the program is ideal, as you may have to change the way you purchase to reap some of the benefits. This is true for receiving the exclusive price discounts in the program. When you join ARPOLA and register for the Home Depot Program you are given access to ARPOLA’s exclusive purchasing portal with The Home Depot. You buy directly through this portal online then pick up your purchase in the store, or have it delivered. While

not completely intuitive, the portal works very well and has several tools to assist in making the buying process easy. It is expected to save you a lot of time, as well. For some of you, this way of purchasing will be easier and more time efficient. For others, the change could prove to be cumbersome. As a society, we are ordering more and more of what we buy on-line. In the future, this may prove to be the primary purchasing ...continued on page 36

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PROPERTY MANGAMENT EDUCATION Compost Food ...continued from page WASHINGTON 32 APARTMENT ASSOCIATION (WAA) 22 22

• Sign Up for the Apartment/ Condo Conservation E-News (online only) This quarterly newsletter updates you on rebates, trainings, changes in programs or laws, and other useful information pertinent to the multifamily community. Sign up at www. seattle.gov/util/aboutus/news/ newsletters/ Change is challenging, whether it’s resident or staff turnover, shifting demographics, or simply one more *966BL new law. SPU wants to support you ings, deck landing with repairs, being&successful recycling and re complex remodels. We have a composting so please take advanal project needs. tage of the free resources available. Be sure to stop by our table at

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Mind Your Business ...continued from page 26 better have evidence of your claim in case you end up in a courtroom with a tenant who is denying the violation. So, where’s your proof? I have had issues with some people on campus who like to complain about any noise at all and seem to have a vendetta against college students. Just because the police are called, does not mean there was a violation. If in doubt, call the police and ask for the details or a copy of the police report. Many times, police arrive to respond to a complaint and find no violation. I had a hostile neighbor once come storming across the street when I was inspecting a campus-area home that we were listing. She loudly told me that she didn’t want any college students living in her neighborhood and that she would be watching. I thanked her and told her that we were a Fair Housing company and could not legally discriminate against college students, but that we took our responsibility seriously to ensure that whoever rented the home would be good neighbors. We did rent to a very nice group of UO track team members who were then relentlessly harassed by this woman who filed numerous unsubstantiated noise complaints to the point where even the Eugene police got tired of hearing from her. In all of her more than 12 reports, there was only one substantiated incident. So keep in mind the source of the com-

Rental Housing Journal On-Site • November 2014

plaint and remember that unsubstantiated claims are not evidence of a violation. Compilation of evidence can include police reports, citations or arrests, witness testimony, photographs, etc. If you have a neighbor who has been complaining about truly problematic behaviors ask them to document their concerns and ask if they are willing to testify to what they saw in court. If the answer is no, then you may have a problem of evidence. In my experience many folks like to complain, but don’t want to get personally involved. While you can’t always fix what’s wrong with your tenants, most of the time you can have the desired impact. You get to set the tone of the relationship, so maintain a friendly yet business-like demeanor and keep the ball in their court. And remember, once you start down the slippery slope of non-compliance, it’s almost impossible to get back up that hill, so don’t let it happen. You don’t have to be nasty or rude, but don’t allow even minor violations to slide. This column offers general suggestions only and is no substitute for professional legal assistance. Please consult an attorney for advice related to your specific situation.

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Home Depot & ARPOLA ...continued from 33 process for your rental properties, too. It all seems headed that way. The informational and educational component is just getting started, so it is difficult to analyze the impact this will have for our readers. In speaking with Alan Langston, ARPOLA’s president, the information provided will be extensive over time. The objective is to take common product needs for rental property and provide information on that product from the perspective of a rental property owner or operator. The outcome will be an informed purchasing decision based on criteria important to you and the class of rental property needing the work. This concept is different and addresses the basic need of buying the right solution for the issue you have. Example: What size motor does the garbage disposal need for your property? An informed decision may significantly lower the initial cost of acquisition and long term cost. Also, there is an informative article in their blog on smoke detectors. A timely addition considering the special product offer pricing available through the program. What the catch? There is only one, and it isn’t much of a catch. You have to be a member of ARPOLA. With ARPOLA’s dues being only $35 a year, it isn’t much of an inhibitor. The dues for owners that manage their own properties, property man-

agers and services provider are all the same - $35. During the launch of their partnership with The Home Depot you receive a $10 welcome gift card and a $20 Off Purchase of $200 coupon making the net cost to join ARPOLA only $5 if you can use the coupon. ARPOLA has an aggressive vision to aggregate a large percentage of rental property owners, property managers, rental property owners associations and landlord associations of single family and small multi-family rentals across the country, says Langston. They believe providing information to their members to help them make informed decisions specific to their needs will increase members’ effectiveness and directly improve their profit. Negotiating special pricing for best of class services and products is a direct offshoot of that vision and saves their members directly in cost and indirectly in reducing risk and exposure. Time will tell on how well they deliver, but their latest partnership with The Home Depot confirms they are serious about executing on their vision. By Luke Miller, Contributing Editor, Rental Housing Journal

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Rental Housing Journal On-Site • November 2014

RENTAL HOUSING JOURNAL ON-SITE

5 Strategies ...continued from 28 bilities. Include all of the family members, no matter where in the hierarchy their jobs fall – exclusion creates animosity. Create a family manual that lays out the ground rules for how the meetings will take place to ensure everyone gets a chance to be heard and impediments to communication are left at the door. Assign clear roles and responsibilities. As a family member, it’s natural to feel that everything is “my” business. However, not everything is every family member’s responsibility. Job definitions prevent everyone from jumping in to tackle the same problem, and help ensure the business runs smoothly. Keep good financial data. The downfall of many small businesses and family businesses is not having solid data. Have a single point of contact to manage the finances. If you’re small enough, you can rely on a family member. Otherwise, you’ll need to bring in a qualified accountant. You may cringe at the cost for this, but the

difference between a good accountant and a bad one is the difference between knowing exactly where you are on the road and trying to drive with a mudcovered windshield. Avoid overpaying family members. Market-based compensation is fundamental and essential. Parents in family businesses tend to overpay the next generation, or pay everyone equally despite differing levels of responsibility. Both are bad practices. The longer unfair compensation practices continue, the messier it will be to clean up when it blows up. Don’t hire relatives if they’re unqualified. Competence is key. Family businesses are a conundrum: The family aspect generates unqualified love, while the business side cares about profits. Thus, family members will be hired to provide them with a job, even though they’re not qualified. The remedy is to get them trained, move them to a role that matches their skills, or have them leave. “More than 70 percent of all busi-

nesses are family businesses – they account for a significant number of new jobs and a large portion of the GDP,” Hutcheson says. “But that’s not the only reason they’re so important. “They’re motivated by profits, but also by other important considerations: pride in the family name, building something for future generations, philanthropy. For those reasons, they contribute in tremendous ways to social stability. They make our communities better.” Henry Hutcheson is president of Family Business USA and specializes in helping family and privately held businesses successfully manage transition, maintain harmony, and

improve operations. His newest book is “Dirty Little Secrets of Family Business: How to Successfully Navigate Family Business Conflict and Transition,” (http://dirtylittlesecretsoffamilybusiness.com); he’s also quoted in “Kids, Wealth, and Consequences” and “Sink or Swim: How Lessons from the Titanic Can Save Your Family Business.” Hutcheson grew up working for his family’s business, Olan Mills Portrait Studios. He studied psychology and has an MBA from Columbia Business School, and is a popular speaker at professional, university and corporate-sponsored events.

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RENTAL HOUSING JOURNAL ON-SITE

The 3 Major Sins of Sales Management

t’s a simple fact of business: Without sales, no one else downstream can do their jobs, says veteran sales manager and business speaker Jack Daly. Because of how vital sales are to a company, CEOs frequently tend to misuse their best people, he says. “There are three sins that minimize the sales management role, which ultimately holds the company back from achieving its growth,” says Daly, author of “Hyper Sales Growth,” (www.jackdaly.net). “When they misallocate key players, small to medium-sized businesses tend to go into one of two directions. They either stay small to medium, or they go out of business. When you ask why, it most often comes down to a violation of one or more of these three sins of sales management. Having the right people in important spots is absolutely the secret to success.” To ensure continued growth, Daly says the people at the top must avoid the following: Sin No. 1 … is committed when the CEO or owner wears the hat of the sales manager. If you are doing that, you’re essentially relegating both the CEO job and the sales manager job to part-time status. In effect, you’re saying, “I’m going to grow

my business part time.” If you want your business to grow, you must grow your sales force, and you need someone doing that full time. Sin No. 2 … is to make the best salesperson the sales manager. It can work, but seldom does. The usual scenario, however, is you lose your best salesperson and get a mediocre sales manager. The role and the responsibilities are entirely different. A salesperson’s role is to win new customers and nurture the ones you have, thereby differentiating you from your competitors. The sales manager’s job involves recruiting, training, coaching, building and developing. Being effective at one of those jobs is not an indicator that a person will be equally effective in the other. Salespeople are used to immediate gratification, involving a deal-to-deal routine. Sales managers, by contrast, must take their time to recruit, train and coach. A salesper-

son might easily become disenchanted with the pace of the new role and look for another sales job, perhaps with your competitor. Sin No. 3 … is probably the most grievous of all. The best salesperson is made a sales manager, but he or she is also required to continue booking business. It’s absolutely ruinous. The person’s focus will remain fixed on the customer, as that is how their compensation is driven. Accordingly, the sales team will be underserved, missing the opportunity for leveraged growth. The key to growth is to put the right people in the right places, Daly says. “Since sales drive business, it’s essential to match skills and personality types to the jobs, and to ensure the people can focus on their roles,z” Daly says.

Jack Daly, author of “Hyper Sales Growth,” (www.jackdaly.net), is an experienced and inspirational sales trainer and sales coaching expert who, as a sought-after speaker, motivates audiences to take action in the areas of sales planning and training, and customer loyalty. Daly draws upon more than 20 years of business experience, with several successful stints as the CEO of fast-growing companies. He has a Bachelor’s in Science degree in accounting, a Master of Business Administration degree, was a Captain in U.S. Army and is an accomplished author with audio and DVD programs.

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Rental Housing Journal On-Site • November 2014

RENTAL HOUSING JOURNAL ON-SITE

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Rental Housing Journal On-Site • November 2014