On-Site Rental Housing Journal Decemeber 2014 by Professional Publishing, Inc

Rental Housing Journal On-Site

December 2014 - Vol. 8 Issue 12 16. MFHA – A Year in Review

4. Screen with Care: What Residential Property Managers Need to Keep in Mind When Vetting Renters

19. Shoptalk 20. Dear Maintenance Men

6. The Best (and Worst) Markets for Rents and Vacancies in 2015

21. The Coach – Three Important Steps For Conducting Property Management Exit Interviews

9. Americans' Personal Finance Sentiment Strengthens

22. What is the Best Way to Increase My Rent?

12. Simple Ways to Fill Vacancies Quickly, Carefully, Intelligently

24. Make 2015 Your Best Year Yet!

14. Have a Stress-free, Rewarding Holiday Season

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Cranes Fill Seattle Sky as Apartment Construction Soars

6 Tips for Improving Your ‘Lines of Gratification' ‘The Michael Jordan of Lung Surgery’ Lists Principles that Reliably Yield Success

s we enter the year’s final quarter, Dr. Robert J. Cerfolio, a world-renowned cardiothoracic surgeon, says it’s never too early to think about selfimprovement for the New Year … and this year. “Habitual procrastination can really hurt you in the long run because waiting to take care of something that’s obviously important to you – health, money, family matters – weighs on your subconscious,” says Dr. Cerfolio, known as “the Michael Jordan of lung surgery.” Understanding one’s personal “line of gratification” is the foundation for sticking to self-improvement goals, he says. “There are many kinds of lines of gratification,” he says. “For some, they’re the number of zeroes in their bank statement; for others, the curves of their muscles after they leave the gym. It’s good and healthy to look back on your hard work and admire what you have accomplished before moving on to the next task.” Dr. Cerfolio, author of “Super Performing at Work and at Home: The Athleticism of Surgery and Life,” shares tips on how to make those lines of gratification more impressive. continued on page 8

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Q414 Apartment Research Report, Seattle-Tacoma Metro Area

By Marcus & Millichap

ubstantial employment gains and a desirable quality of life are drawing residents to Seattle, creating a huge demand for apartments as developers try to keep pace. More than 170,000 jobs have been added in the metro during the past five years, attracting workers to the area. A large portion of the new hires are young professionals employed at the numerous expanding tech firms and they prefer to live in an urban environment. These new residents along with a growing number of downsizing baby boomers have produced a need for housing in downtown Seattle and the surrounding continued on page 5

Steve Olsen

How to Choose a Great Real Estate Mortgage Banker By Clifford A. Hockley, President Bluestone & Hockley Real Estate Services

s real estate investors we are often faced with the need to finance or refinance our properties. Why choose a mortgage banker versus an individual bank? This depends on your personal banking relationships. Typically, a mortgage banker can deliver more loan/

lending choices to the investor. In other words, most mortgage bankers have five to ten banking and / or correspondent relationships with insurance companies. This gives the investor more options to explore, especially since we are always looking for the best deal. The Best Deal Getting the best deal is most important to us. What is the best

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deal? That is where the brilliance of a thoughtful and experienced mortgage banker comes in. In my mind the best mortgage bankers understand the questions they need to ask so they can identify their client’s lending needs. They understand their clients, the market place, and the lenders that they are working with. They can also provide realistic advice on the goals and limitations continued on page 7

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Screen with Care: What Residential Property Managers Need to Keep in Mind When Vetting Renters

fter several years of being forced to play a bad hand, U.S. property managers are back in business – and likely choosing their table partners with special care. In today’s rental environment, that means not only vetting renters carefully, but also being cautious in the way they enlist background screening companies that help in that effort. Indeed, apartment vacancy rates have been hovering around four percent, the lowest level in more than a

decade, according to real estate market data company Reis, Inc. Whether it’s due to the aging population, or post-economic downturn reluctance to take on mortgage commitments or other factors altogether, more Americans are now opting for multifamily housing. Yet these renters undergo a much different and more sophisticated review process than in times past. A mere 25 years ago, in fact, property managers had no easy way to review their prospective tenants’ back-

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grounds. Then, circa-1990, companies began to consolidate key information from credit reports and reformat the information in ways that were meaningful and understandable to property managers. A few years later, state-by-state criminal data started to become more accessible online, providing another layer of important data. Statistics and software arrived on the scene in the early 2000s. First came the advent of FICO’s NextGen Score and its ability to conveniently, quantitatively assess consumer credit risk for numerous reasons, including whether or not to rent multifamily residential units. By 2002, many managers were adopting and integrating special property management software services to help them manage all of the data. Various refinements have occurred since that time, including developments in 2010 when rental payment history information became the latest data to be readily accessible. Flash forward to today where there’s no mistaking that property

managers naturally will want to arm themselves with as much data as possible about their potential renters before approving applications. The tools for screening have evolved greatly and the need still remains great, particularly given the many recent stories of “professional renters” who falsify their information and hop from unit to unit with no intentions of keeping to their rent obligations. Yet, it’s vital for property managers to understand that all renter screenings they conduct must comply with the Fair Credit Reporting Act (FCRA). If a property manager plans to take adverse action on a potential renter, the FCRA mandates that they share a notice of that action to that person. In the context of resident screening, an “adverse action” not only includes denying an application, but also such things as requiring a co-signature or demanding a down payment deposit are not completely consistent with what may be required of other renters. The adverse ...continued on page 10

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Apt. Research Report ...continued from front page neighborhoods, resulting in a surge in apartment construction. With little undeveloped land available in the city, builders are replacing older properties with higher-density projects. In many cases, the new developments are luxury rentals with topnotch amenities that are pushing rents skyward. As rents continue to soar in the city, more renters are moving farther out for more affordable options. This year, despite the swell in inventory, vacancy will remain below 4 percent, allowing operators to raise rents even further. Investors are flocking to apart-

ment assets in the vibrant Seattle market, generating demand that far outpaces available listings. Because many properties receive multiple offers, strong opening bids are necessary to compete. A plethora of large apartment towers has attracted institutional and REIT investors from around the world, especially Canada and China, with assets in the core of Seattle and Bellevue especially sought after. However, with few of these properties listed, many investors are willing to expand their search into areas such as Tacoma and Kirkland. At the other end of the

spectrum, buyers are snatching up smaller properties for major rehab or redevelopment plays. Properties along transit corridors and near employment hubs that are conducive to higher-density redevelopment are highly sought after. Once repositioned, owners can significantly raise rents, also increasing the value of properties nearby. Small, older buildings in redeveloping areas, especially in downtown Seattle, have had a tremendous surge in value, which may motivate some owners to sell.

RENTAL HOUSING JOURNAL

2014 Annual Apartment Forecast Employment: Job growth will remain robust through 2014 as metrowide payrolls climb 2.8 percent, or by 50,000 new positions, slightly higher than last year’s 2.7 percent growth rate. Significant gains in retail trade will support an expanding renter pool. Construction: Approximately 10,000 apartments will be added to the inventory in the metro this year, the highest annual rate of completions since 2000. This is well above the 8,000 rentals brought online in

Landlord-Tenant and Real Estate Attorneys Areas of Practice Evictions & Notices

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Landlord-Tenant Relations and Civil Litigation The Loeffler Law Group PLLC practices primarily landlord-tenant law and has assisted thousands of clients to resolve difficult commercial and residential legal cases involving evictions, litigation, post-foreclosure matters, leases and other landlord-tenant disputes.

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The Best (and Worst) Markets for Rents and Vacancies in 2015

New data from Reis predicts the top 5 and bottom 5 metros for vacancy and rent increases in 2015 By: Laura McNulty

ith the homeownership rate staying historically low, multifamily demand across the country remains high and rents are continuing to rise. Asking rent is expected to increase an average of 3.3 percent nationwide

next year, which is generally consistent with 2014 numbers, according to market-research firm Reis. This figure outstrips both overall inflation, projected to be between 1.6 percent and 2 percent, and salary increases, which Mercer forecasts at 3 percent. Despite the generally high demand, some markets reflect a pos-

sible concern of oversupply, with vacancy rates forecast to reach upwards of 7 percent. One state not feeling the crunch of a renterâ&#x20AC;&#x2122;s market? California, which is predicted to have not only three of the five metros with the highest asking rent increases, but three of the five metros with the lowest vacancy rates as well. Many recent reports have predicted 2015 to be a big year for homebuyers, particularly in the firsttime buyer segment, citing the growing rental unaffordability as a contributing factor. As 2015 gets underway, these metros will be ones to watch. 2015 VACANCY RATES Top 5 Metros: Sacramento 2.2% Rochester 2.6% Providence 2.8% Ventura County 2.8% San Bernardino/Riverside 2.8%

2015 ASKING RENT CHANGES Top 5 Metros: San Jose 4.9% San Francisco 4.8% Denver 4.7% Seattle 4.5% Oakland-East Bay 4.5% Bottom 5 Metros: Westchester 2% Fairfield County 2% Albuquerque 2% Little Rock 1.7% Chattanooga 1.7% from PropertyManager.com a Service of AppFolio

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Mortgage Banker ...continued from front page of each lender. Some borrowers are most concerned about the interest rate, for others the length of the loan is critical, still others the desire to have no prepayment penalty. A great mortgage banker is an expert in their field. They could specialize in single tenant buildings and have resources to meet that need, or possibly they focus on multifamily deals, commercial shopping centers, or mobile home parks. In any case they have a network of specific types of lenders that they can use to obtain proposals for their clients. Great mortgage bankers understand that giving their clients some choices will help get the deal done. Experienced mortgage bankers will typically have long term relationships with financial institutions. This gives them some leverage in every deal. Financial institutions want to keep mortgage bankers happy because they need the repeat business. In a good well established relationship they have a much better chance to finalize a beneficial deal for their clients. Building a Relationship It is critical for the lender to build a relationship with the borrower. The borrower and the mortgage banker need to trust each other. This

Rental Housing Journal On-Site • December 2014

means the borrower must be willing to share critical information with their mortgage banker and take the time to get together all of their relevant property and tax information. The mortgage banker will remind the borrower that no deal can get done if their tax returns and personal financial statements are not up to date. Mortgage bankers keep property, financial and tax files for repeat customers for future reference. This speeds up the financing process, especially if you close more than one deal a year. Most investors are borrowing all of the time. They are selling property, financing new deals, or refinancing deals which enables them to buy new deals. The mortgage bankers also realize that time is of the essence and it is their job to keep the portfolio lenders honest and on task so that deals get closed as quickly as possible. Some deals are more time sensitive, such as a 1031 exchange. If certain deals are not closed on time it can destroy the deal and spell disaster for the borrower. Experience brokers don’t procrastinate because they understand the importance of repeat business to their success. A Mortgage Banker Acts as a Consultant

Most borrowers don’t understand all of the financial nuances of their deals. mortgage bankers must work in concert with the real estate brokers and the borrowers in defining the best deal terms. Debt-coverageratio and loan-to-value ratios are different for each lender. The banker can help the real estate broker review the choices available in the marketplace and refine the broker’s and the borrowers’ underwriting so they can make a deal. Maybe a 25 year amortization will not deliver the desired cash flow to do the deal. Can the banker find 30, 35 or 40 year financing to get the deal done? A great mortgage banker finds solutions to deal each of their clients’ problems. Great mortgage bankers underwrite every deal before they are submitted to financial institutions. They figure out what deals will work, to make sure that they are not wasting their time or the borrower’s time. They have a sense for the stumbling blocks that might arise and the habits of all of the lenders they do business with. Typically they have a plan A, a plan B and a plan C so a borrower can choose the best loan for the deal. They have a sense for the global cash flow a borrower will need to show a lender to be qualified for a loan. The best mortgage bankers act as

consultants to their borrowers and the real estate agents they complete deals with. They also often work with the lender, the title and Escrow Company, the insurance company, and the borrower to make the deal. They know what deals cannot be done and are not afraid to walk away from a deal they cannot close. How Mortgage Bankers Get Paid Mortgage bankers typically get a percentage of the deal at closing for services rendered, they may also get paid a fee from the bank that originated the loan. It does not hurt to ask the mortgage banker how they get paid; it should not make much of a difference if they get you the best deal. Summary There are many ways to get a loan, you can work with a bank directly or you can work with a mortgage banker. Clearly an experienced mortgage banker has the ability to deliver significant value to a borrower by bringing more choice to the table. I would encourage you to contact a few mortgage bankers and start the process.

RENTAL HOUSING JOURNAL ON-SITE

6 Tips ...continued from front page • Be an early riser. The main reason operating rooms hum into action at 7 a.m. is tied to human physiology; the bodies of patients are better able to handle the stress of surgery at that time. “People are generally better off getting work done early in the day when we’re better prepared for stress and performance,” he says. “And getting a job done early frees you up later in the day.” • Love what you do. Why wouldn’t you want to take ownership, responsibility and pride in what you do for a living? When you treat a job as only a means to a paycheck, you are missing the point. If your job isn’t the one you’d really love to have, don’t make it worse with a negative attitude. Instead, make it your own. Make it a point of personal integrity and principle to challenge yourself to achieve something every day. After all, 40 hours a week is a long time to stay anywhere. • Ask yourself: Did I really try my best? “I tried my best” is a common refrain from those who haven’t reached their goals. An honest response you can ask yourself is, “Am I sure?” This question is not about being

overly critical. It’s simply about realizing that, if you had practiced or studied an extra 10 minutes each day, you would’ve been that much closer to your goals. • Set specific, measurable goals. Results define goals. Every individual should have clear goals that are objective and measurable. Goals such as “to be happy,” “to do well at work” or “to get along” are too nebulous. To be successful, you have to be able to define your goals by measurable results. • Find the high ground. In anything you do, aspire to live up to the noblest, highest aspect of your job. Certain jobs – such as police work, firefighting, teaching or working in health care – are service oriented, so it’s easier to feel good about your contributions. Look for the contributions you’re making in your job and take pride in what you’re doing to make the world a little better. • Be the go-to guy or girl. This takes time, practice and the confidence necessary to want the ball in a critical situation. Being the go-to guy or girl means being willing to take responsibility and risk failing. A go-to person is also

Rental Housing Journal On-Site • December 2014

RENTAL HOUSING JOURNAL ON-SITE

Americans' Personal Finance Sentiment Strengthens Housing Optimism Follows Suit Confidence in Home Selling Environment Hits New Survey High WASHINGTON/PRNewswire

esults from Fannie Mae's October 2014 National Housing Survey show Americans' optimism about the housing market continued its gradual climb amid greater confidence in household income and personal finances. The share of respondents who say they expect their personal financial situation to improve during the next 12 months climbed to 45 percent – seven points higher compared to one year ago – while the share expecting their financial situation to worsen decreased to 10 percent last month. Although consumer attitudes about the direction of the economy remain subdued, with only 40 percent of survey respondents saying the economy is on the right track, the October results mark a 13 percentage point improvement compared to the same time last year. "Consumers are growing more optimistic about the housing market in the face of broader improvement in economic sentiment," said Doug Duncan, senior vice president and chief economist at Fannie Mae. "The

share of consumers who expect their personal finances to get better is near its highest level since the survey's inception, while those expecting their finances to get worse reached a survey low. Home price expectations rose significantly this month, largely reversing the dip witnessed over the past four months, and the share of consumers who think it's a good time to sell a home reached another survey high. The narrowing gap between home buying and home selling sentiment may foreshadow increased housing inventory levels and a better balance of housing supply and demand. These results may help drive a healthier housing market in 2015." Survey Highlights Homeownership and Renting • The average 12-month home price change expectation rose to 2.8 percent. • The share of respondents who say home prices will go up in the next 12 months fell by one point to 44 percent. The share who say home prices will go down decreased by

one point to 7 percent. • The share of respondents who say mortgage rates will go up in the next 12 months rose by three percentage points to 48 percent. • Those who say it is a good time to buy a house fell to 65 percent. Those who say it is a good time to sell increased to 44 percent—a new all-time survey high.

• The average 12-month rental price change expectation rose to 3.7 percent. • The percentage of respondents who expect home rental prices to go up in the next 12 months decreased by six percentage points to 49 percent. • The share of respondents who ...continued on page 17

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Screen With Care ...continued from page 4 ON-SITE-NW SEATTLE

action notice must include a.) contact providers and services are equal. cess factors as well. Here’s a fuller information of the service that was There are literally scores of choices, checklist of considerations property used, b.) a statement clarifying that offering varying degrees of quality owners and managers can run the service supplying the report did and thoroughness. Choosing a source through to evaluate which screening provider is right. of data that can be routinely counted solutions not make the decision to take the VALLEY, METRO, ARIZONA APT. NEWS adverse action and c.) a notice that on for decision-making is something • FCRA-compliant: It’s essential the individual has the right to obtain requiring careful examination. the service protect consumer The best resident screening solua copy of the report free of charge rights pertaining to their credit within 60 days and is entitled to dis- tions not only are FCRA-compliant, information. pute the accuracy or completeness of but also encompass and cross-reference multiple checks, including • Thorough approach: From the information. personal aliases to changed identity verifications, Given these legalApr, parameters, Feb, Jun, Aug, Oct, Dec credit checks, addresses, there is a lot of property managers ought to keep in eviction and rental data and criminal information to sift through and mind that not all resident screening record histories. There are other suc-

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any number of ways details can slip through the cracks. The most successful screening company will be knowledgeable of, and equipped to handle such intricacies by employing a deeper, multi-faceted identity check and analysis of data critical to accurate rental decision making. • Flexibility of screening processes: Apartment owners and managers ...continued on page 11

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Screen With Care ...continued from page 10 may wish to use a consistent screening strategy across the entire organization, or fine-tune the process at the property level based on the unique circumstances at each property. The right provider should understand the need for flexibility and offer full customization to best meet its clients’ needs. • Seamless technology integration: The screening practice is only one aspect of the rental process. By offering streamlined integration with other property management software, online leasing platforms and lease forms, apartment managers can benefit from the highest quality background screening while still enjoying a seamless process, enabling them to get qualified renters into their apartments much faster. • Access to the most current records: To ensure a successful screening process, the screening solutions provider should be able to access the most up-todate and comprehensive criminal records databases and credit data available. As a result,

apartment managers can benefit from more informed decisions while minimizing instances of false positives. Screening a screening provider may sound like a funny premise, but given consumers’ rights to contest adverse actions taken against them, it’s both prudent and strategic in today’s market. Property managers wishing to learn more about a particular background screening business, reference checking service or credit bureau are wise to investigate various options. A thorough review of a residential screening provider’s web site as well as a consultation of services with a company representative should reveal a solution provider’s robustness of services and track record for accuracy.

David Carner (david.carner@fadv. com) is senior vice president and general manager of First Advantage’s Residential Solutions business. First Advantage’s Resident Screening capabilities and recommended best practices can be viewed at www.fadv.com/resident.

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acancies can come up at the most unexpected times. The end of a year, even though it’s a holiday season, is no exception. Neither are the early months of winter when fewer moves occur. That’s why property managers need multiple ways to attract new residents that work all year round. It’s also effective to have many clever methods that will fill vacancies as quickly as possible. Last year I began an ongoing series of articles on this topic. The response from readers has been encouraging, which led to an article where I shared property managers’ secrets for filling vacancies. Before I add to your “arsenal” on this subject I want to normalize the fact that finding effective ways to keep our rental units filled doesn’t come naturally. Filling apartments is actually an acquired skill which requires regular updating. Veteran property managers use a “shotgun” approach towards mar-

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keting their rentals. They use an array of media, methods, and techniques, knowing that one of them will pay off just in the nick of time. Since resident turnover is a property owner’s biggest expense, the best way of keeping your cash flow steady is to do all to influence residents to stay put. Treat them the way you want to be treated. If you’re responding to your maintenance calls promptly, if your staff is courteous, if your buildings are uplifting, if your rental prices are competitive, you’re bound to have fewer turnovers. Yet even when we screen for residents who are longer-term “settlers”, we still have those unexpected vacancies. That’s why I suggest you building a “waiting list” even when your units are filled. Offer a token gift if prospects will leave their name and contact information to be notified about future vacancies. When you inevitably contact them be prepared to offer an incentive to move in. ...continued on page 15

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Rental Housing Journal On-Site • December 2014

RENTAL HOUSING JOURNAL ON-SITE

Have a Stress-free, Rewarding Holiday Season By Mary Girsch-Bock

hile the holiday season conjures up visions of family gatherings, robust meals and brightly wrapped presents, the reality can often be very different. Today, it’s rare to find anyone who doesn’t experience at least some stress while coping with the holiday season. From your employees, your residents, and even your own family and friends, instead of being ‘the best time of the year,’ many of us just find ourselves wishing they were over. But it’s not impossible to regain some of that holiday spirit that so often goes by the wayside as we struggle with work responsibilities and family obligations. While there are no quick remedies, there are ways to help brighten the spirits of those around you, including your staff, residents, community members any maybe even your own. Most of these suggestions cost very little, but can have a big

To have your article published in On-Site

impact on all involved. For a little bit of holiday spirit, consider one of the following: Have a food drive. While area food pantries and shelters are always in need of canned goods, the need rises during the holidays. Set up a collection box in the leasing office and encourage your residents to contribute. Enter all those who contribute in a drawing for a prize such as ½ month free rent or a gift card. Sponsor a family. Various charitable organizations frequently have families that can be ‘adopted’ for the holiday season. Providing meals and presents to a family that would otherwise have nothing is highly rewarding and what the true spirit of the holiday season is all about. Offer to do community service. This can be done in several ways. You and your staff can volunteer to deliver meals to shut-ins, collect toys

for a local toy drive, or even serve meals at an area shelter. Think small. Instead of an elaborate, expensive holiday party, skip the high-priced restaurant and have an office party that features fun games, finger foods, and sparkling grape juice. And if you’re brave enough to throw a party for your residents, the same scenario can work. Give your residents a holiday card. It’s always important to remember that with a few exceptions, your residents have a choice on where they rent. Make sure they know that they are appreciated. That same sentiment should be applied to your staff as well. If you’re fortunate enough to have a hard-working, loyal, conscientious staff, make sure they know that they’re appreciated as well. Helping those in need can help to

reduce our own stress levels, and help us to remember what the spirit of the holiday season is all about. from PropertyManager.com a Service of AppFolio

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Fill Vacancies Quickly ...continued from page 12 Since you’re going through the effort to build a waiting list you’re wise to fill it with prescreened applicants with strong credit histories and positive reputations. Regularly adding new names of qualified candidates will pay big dividends by cutting the turnaround time to find occupants fast. Here are a few more ideas for filling your vacancies as quickly as possible. Gather contact information on local churches and synagogues. Ask for the name of the secretary or

Rental Housing Journal On-Site • December 2014

director of services. When vacancies arise email them pertinent information useful to their congregants. Do you have a local Housing Authority in your community? If so discover how you can serve their housing needs. Ask them for their suggestions on how you can be a source of help. Create your own list of reliable current residents with whom you’ve built strong relationships. Ask for their help in finding more people like them to be their neighbors. Residents feel respected when you

offer them the chance to bring in referrals. A “thank you” gift is smart too. Make sure you have a strong social media presence. Now’s a good time to read the article I wrote about getting “Yelp” for your property management business. Those who master the art of filling vacancies fast are always updating their skills. Make it a new year’s resolution to do this and the results will go straight to your business’s bottom line. Please let me know how you fill

your vacancies, especially ways that are easily overlooked. I’ll be sure to share them in my next installment. from PropertyManager.com a Service of AppFolio

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

A Year in Review

s the year comes to a close, we have much to be thankful for as we look ahead to our second decade of service to the communities of Washington and our many wonderful member companies and their employees. I am humbled at the passion, enthusiasm and commitment our members have in giving to the apartment industry and supporting each other and our mutual interests to promote quality housing in our state. 2014 was in many ways an extremely successful year for our association and industry, and 2015 will be an exciting year of growth, innovation and excellence for WMFHA as we continue to look for ways to bring value and relevance to those we serve. Our association continues to look to strengthen our role. Our membership now exceeds 132,000 apartment homes and 900 members, including apartment properties, property management companies and products and service companies. This year, we embarked on a brand re-fresh, analyzing our mission and purpose as an organization, and how to improve service to our

customers. We developed a new logo, new brand platform, membership database and new website. Please check out the new website at www.wmfha.org. One of WMFHA’s mission objectives is to lead legislative regulatory policy that promotes and preserves quality rental housing for all. We employ the services of a Government Affairs team including lobbyists working to protect your investment. The goals of our lobbyists are to act as a liaison between state legislators and the association, working to foster positive relationships with public officials, educating legislators on the needs and objectives of the housing industry, and the importance of favorable legislation to the constituents served by the housing industry. Through member contributions, our Political Action Committee was able to support state and local candidates who understand the valuable benefits our industry provides to neighborhoods, residents and to our local economies. These are important relationships as we ensure our voice is heard before any obtrusive legislation is enacted.

Our efforts here in 2014 resulted in many positive benefits to protect the interests of our members. I want to thank Joe Puckett, WMFHA’s Director of Government Affairs, for all his outstanding efforts the past year. I’d also like to recognize Kathryn Hedrick, our state lobbyist, and Tim Hatley, our Seattle lobbyist, for their efforts to be the eyes, ears and voice of our membership. As our membership grows, so does our collective voice and influence for the industry. One our primary goals is to promote professionalism through education. A highly skilled staff ensures your operations are more cost efficient, residents are happy, staff are more satisfied in their roles and a greater number of your apartments stay occupied. Simply put, a highly trained and developed team of property management professionals equals an improved bottom line and a substantial increase in your property's value. Invest in your employees through emphasis on education and see decreased employee turnover, greater morale and improved financial performance, while reducing risk

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

exposure to liability. In 2014, we continued to enhance our educational training services. In addition to offering a variety of classes for property employees, we are privileged to offer nationally recognized professional designation programs through the National Apartment Association (NAA). These programs are widely respected for their rigorous and comprehensive approach to career development in the multifamily housing industry. This year, we delivered the Certified Apartment Portfolio Supervisor (CAPS) and the Specialist in Housing Credit Management (SCHM) designation courses for the first time. We also offered the Certified Apartment Manager (CAM), Certified Apartment Supplier (CAS), and Certificate for Apartment Maintenance Technician (CAMT) courses as well. Congratulations to all who received their professional designations in 2014 – you have truly set yourself apartment from your peers. Please review our website periodically to keep up with all of the exciting education programs we will ...continued on page 23

September 25, 2014 11:30am - 3:00pm This is the Property Management Industry’s leading economic forecast event. The 8th annual Washington Apartment Outlook will provide Apartment Industry Professionals, Community Leaders, Owners, Lenders, Executives and Asset Managers the latest information on economic trends in real estate from the state’s leading and most trusted experts. This information will be critical in helping your team properly forecast your business, build your budgets, and formulate winning strategies for success in 2015.

Legislative Update Joe Puckett, Director of Government Affairs - WMFHA

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A Luncheon at The Seattle Sheraton

Networking Dessert Reception Immediately Following Program.

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Member Tickets — $89 Non-Members — $109 Reserved Tables of 10 available For Tickets and Additional Information Contact 425.656.9077 or visit us www.wmfha.org

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Rental Housing Journal On-Site • December 2014

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Americans' Personal Finance ...continued from page 19

think it would be difficult to get a home mortgage today increased by two percentage points. • The share who say they would buy if they were going to move fell to 65 percent, while the share who would rent increased to 30 percent. The Economy and Household Finances • The share of respondents who say the economy is on the right track held steady at 40 percent. • The percentage of respondents who expect their personal financial situation to get better over the next 12 months increased to 45 percent. • The share of respondents who say

their household income is significantly higher than it was 12 months ago remained at 25 percent. • The share of respondents who say their household expenses are significantly higher than they were 12 months ago fell slightly to 36 percent. The most detailed consumer attitudinal survey of its kind, the Fannie Mae National Housing Survey polled 1,000 Americans via live telephone interview to assess their attitudes toward owning and renting a home, home and rental price changes, homeownership distress, the economy, household finances, and overall consumer confidence. Homeowners and renters are asked more than 100 questions used to track attitudinal

p lease v i si t u s at www.Rental H ou s i n gJ our na l.com

shifts (findings are compared to the same survey conducted monthly beginning June 2010). To reflect the growing share of households with a cell phone but no landline, the National Housing Survey has increased its cell phone dialing rate to 60 percent as of October 2014. For more information, please see the Technical Notes. Fannie Mae conducts this survey and shares monthly and quarterly results so that we w may help industry partners and market participants target our collective efforts to stabilize the housing market in the near-term, and provide support in the future. For detailed findings from the October 2014 survey, as well as a podcast providing an audio synopsis of the survey results and technical notes on survey methodology and questions asked of respondents associated with each monthly indicator, please visit the Fannie Mae Monthly National Housing Survey page on fanniemae.com. Also available on the site are in-depth topic analyses, which provide a detailed assessment of combined data results from three monthly studies. The October 2014 Fannie Mae National Housing Survey was conducted between October 1, 2014 and October 25, 2014. Most of the data collection occurred during the first two weeks of this period. Interviews were conducted

by Penn Schoen Berland, in coordination with Fannie Mae. Opinions, analyses, estimates, forecasts, and other views of Fannie Mae's Economic & Strategic Research (ESR) Group included in these materials should not be construed as indicating Fannie Mae's business prospects or expected results, are based on a number of assumptions, and are subject to change without notice. How this information affects Fannie Mae will depend on many factors. Although the ESR Group bases its opinions, analyses, estimates, forecasts, and other views on information it considers reliable, it does not guarantee that the information provided in these materials is accurate, current, or suitable for any particular purpose. Changes in the assumptions or the information underlying these views could produce materially different results. The analyses, opinions, estimates, forecasts, and other views published by the ESR Group represent the views of that group as of the date indicated and do not necessarily represent the views of Fannie Mae or its management.

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Rental Housing Journal On-Site • December 2014

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vailable for a limited time! Only one of its kind! Offer expires at midnight! These and similar phrases are used to make people “spring boldly into action.” They conjure up images of people rushing into department stores and retail outlets to take advantage of incredible offers on quality merchandise, especially during the holiday season. The advertisers and merchandisers are trying to create a sense of urgency in the minds of their customers; which will motivate them to take immediate action. They are in the “sales” business and want the customer to immediately purchase a product and part with some of their money! You may not have to meet monthly or quarterly sales “quotas,” but undoubtedly you have specific occupancy standards which must be met and maintained. Therefore, you need to rent a certain number of apartments each day, week or month to achieve the goals set for your community. It’s no secret that in the Pacific Northwest, many prospective renters decide to hibernate for the winter and dig in their heels until after the holidays. The phone isn’t

ringing off the hook like it was in July, and the few people who are moving, may or may not make it to your community before they decide to rent somewhere else first. A vacant apartment TODAY, could be “ringing in the New Year” with you on January 1st. The SECRET SHOPPER phoned three communities, looking for immediate availability. I told each consultant that I was new to the area and needed a place to live right away. Each leasing person seemed interested in helping me, but only one motivated me to visit immediately. My first call was answered promptly by a friendly voice. I stated that I was new to the area and needed to find a place right away. The consultant asked where I was moving from and what was bringing me to the area. She then asked for my name and began to inquire about the specific needs and requirements that I had. It was a pleasant exchange that went on for several minutes. Once the consultant learned what was important to me, she began to talk about various openings. She said that I had called at a good time

because there were a couple of great apartments to choose from. The consultant invited me to visit and told me the office hours. She said, “If I’m not here, anyone in the office can help you.” She gave me directions and closed with, “I hope to see you soon.” The next call I made was answered with a great deal of enthusiasm. The consultant asked for my name right away, and I could hear the smile in her voice as she spoke and offered her assistance. I explained that I was new to the area and needed to find a place to live right away. The consultant asked questions to determine my needs and find out what was important to me. She told me there were only two apartments available, and briefly described the positive attributes of each one. She asked when I would like to come by, and we discussed the driving distance and the fact that it was raining. The consultant said, “It’s been kind of slow today because of the weather. If you want to wait and come by tomorrow, I’m sure the apartments will still be available.” I said, “I think I’ll do that.” The consultant said, “Great! I’ll see you tomorrow!”

My final call was met with an energetic greeting and an immediate offer of help. When the consultant learned that I needed an apartment immediately, she said, “Well, you better get right over here because I only have one left!” I laughed and asked if she could tell me a little bit about it first. The consultant described the apartment interior, as well as the view. She explained that

...continued on page 26

Rental Housing Journal On-Site • December 2014

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

Dear Maintenance Men: We are contemplating a kitchen remodel of our rental units and want to add a dishwasher. It is understood that we will have to remove one cabinet to accommodate the dishwasher. The problem is that none of the kitchen cabinets if removed will produce the correct size hole to fit a 24” dishwasher. The hole will either be too big or too small. What can we do? Peter Dear Peter: You do have a few options you can look at. A larger hole can be filled with a spacer on either side of the dishwasher to close in the hole to fit the appliance or insert a pull out spice or tray door to fit the space. The spacer will need to be painted or stained to match the existing cabinetry. If the space is too small for a standard size dishwasher, you might consider using an 18” wide dishwasher or a drawer type dishwasher. Another option is resizing your existing cabinets to fit a standard dishwasher. In other words, remove a cabinet and make it smaller. Resizing a cabinet might be easier said than done, however a good carpenter or cabinet maker could make this job easy.

Tom Dear Maintenance Men: As an income property owner; what would be the best thing I could do at my building to help cut heating and air conditioning costs? I keep my property in good shape and want to help my residents keep their costs down which in turn, I hope, will keep my vacancies low. Branford Dear Branford: The number one thing you can do to help your residents and yourself is to insulate the attic. In winter time, heat is lost to the attic and out the roof and in summer the a/c will work harder to overcome the heat generated by the attic and warming the interior. Proper attic insulation will keep the heat in during winter the heat out during summer. Talk to your local utility supplier about energy efficiency programs. Many will offer different programs during the year and many are at no or low cost to the property owner. Dear Maintenance Men: Can you give me some ideas on updating the kitchen cabinets in my vacancy? I don’t want to replace them and the counter tops are in good condition.

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Dear Tom: Give the cabinets a good scrub before anything else. You will be surprised how much dirt, grime and grease builds up over the years. Use TSP or a good degreaser for cleaning. If the cabinets are wood use lemon oil or re-varnish after cleaning and they will sparkle and look new again. Painting the cabinets will also bring new life to them. You might consider changing the color using a high gloss paint to add a bit of sizzle. Change the hardware. Knobs and hinges are the jewelry of your cabinets. Look for more modern hardware such as stainless steel, ceramic, glass or any type of steel finishes. If your cabinets look plain, add a backsplash above the base cabinets or molding around the doors for an

architectural look. To get color and design ideas, take a tour of some local high end apartments and see what they have done to their kitchens. Please call: Buffalo Maintenance, Inc for maintenance work or consultation. JLE Property Management, Inc for management service or consultation Frankie Alvarez at 714 956-8371 Jerry L’Ecuyer at 714 778-0480 CA contractor lic: #797645, EPA Real Estate lic. #: 01460075 Certified Renovation Company Websites: www.BuffaloMaintenance.com & www.ContactJLE.com www.Facebook.com/ BuffaloMaintenance

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(206) 283 - 0816 / (800) 335 - 2990 / www.RHAwa.org Rental Housing Journal On-Site • December 2014

RENTAL HOUSING JOURNAL ON-SITE

esearch has shown that a person who resigns from your property management company is leaving for one of three possible reasons: a new career opportunity, an unsolicited job offer or for a grievance that has not been handled correctly. Whenever a person resigns from your property management company for voluntary reasons it’s normally a surprise and it can be expensive to replace a valuable team member. This article will outline three important steps for conducting exit interviews, a process which will reduce employee turnover and improve profitability at the same time. Implementing exit interviews: Start by explaining to your property management team that an exit interview will be conducted for any person who is voluntarily leaving your company. When done respectfully, exit interviews send a strong message to your team because it says that you and your company want to know why they are leaving. An exit interview process will also help you and your property management company clearly understand why people are leaving and may give you valuable clues as to where some

Ernest F. Oriente, The Coach {Article #223…since 1995}

improvement needs to be made from within your company. An exit interview process will also give each former employee a chance to tell you why he or she is leaving and this form of closure is both healthy and productive prior to their departure. Tip From The Coach: As you begin to review your exit interview forms, look for trends that might point to deeper problems or might help you see new opportunities. Here are some trends to look for: the average length of time a person works for your property management company before they voluntarily resign, the top three reasons why a person leaves your company, the top three positions with the most turnover, what internal changes might prevent team members from leaving, do you see any turnover patterns within a specific department or group, and what are you doing on a personal level to prevent future resignations. Conducting exit interviews: The next step is to determine how exit interviews are going to be done in your property management company. Here are some typical ways to conduct an exit interview: give an exit interview form to the person

who is leaving and ask them to complete it before their last day, give an exit interview form to the person who is leaving and ask them to mail it back in a confidential envelope, meet with the departing person on their last day to conduct a verbal exit interview or schedule a time to have this person call your human resource department for a telephone exit interview. Tip From The Coach: With many of our property management clients, we have been asked to conduct exit interviews with some of their departing employees, as a neutral third party. We use a custom exit interview form for each property management company and then create a summary of our findings. From this summary, we then begin to address the internal areas that will either reduce employee turnover or make for a more productive and profitable organization. Questions to ask during an exit interview: It has been our experience that each of our property management clients want to create their own custom exit interview form. Here are some sample questions to get you started with yours: What did you enjoy the most about working for

our property management company? What did you enjoy the least and why? What suggestions or feedback can you share that would make our company stronger and more successful? Did we handle your complaint/ grievance in an appropriate and timely way? Were you clear about your career path and future within our property management company? What would it take for you to stay, if that were possible? Is there anything else you would like to share as your final comment? Tip From The Coach: Remember, if exit interviews are handled respectfully, you and your company will gain a wealth of knowledge to help grow, refine, polish and solidify the success of your property management organization. In addition, a departing employee will more than likely offer honest commentary about what is and what is not working in your company. Are you ready to really listen to what they have to say? More importantly, are you ready to take the action steps to resolve, fix, and improve whatever is necessary? For leading trends about property management since 1995, surf ...continued on page 24

Visit u s at www. re nta lh o u sin gj o u r n a l.co m

Rental Housing Journal On-Site • December 2014

RENTAL HOUSING JOURNAL ON-SITE

What is the Best Way to Increase My Rent? By Clifford A. Hockley President, Bluestone & Hockley Real Estate Services

s owners of investment property we continuously look for ways to cover our expenses. As the cost of maintenance, utilities and taxes rise, we need to find ways to offset those increases.

The answer is always to raise the rent, but by how much? Most importantly, you have to understand your marketplace. Are the rents in your marketplace going up or going down? There are a few ways to investigate this question, but I recommend researching competitive properties and listing the results on a market survey chart. If possible, it is always better to compare apples to apples rather than apples to oranges so be sure to select properties that most resemble yours. For example, if you have a 50-year-old house, you need to find a 50-year-old house to compare it to. Location is important as well. You should attempt to find a similar property within a 1 mile radius of your rental to make your information more accurate. If your rental

house has been renovated and you are comparing it to one that has not been renovated then you need to make adjustments to your model and make a dollar adjustment for the renovation in your market survey. The same kind or adjustments need to be made for apartments or commercial rentals. I have drafted a sample market survey chart for an apartment property below: What do I do with this information? Since you have picked similar properties, you can use the information to adjust your rents to your tenants. You could increase rent, put utility charges in place, charge pet rent or adopt a new charge that one of your competitors has put in place. (For example, 10 years ago virtually no one charged pet rent. Today this cost has become relevant, especially as more and more landlords allow tenants to have pets.) As you evaluate your potential rent increases you should also take occupancy rates and tenant demographics into consideration. You might find that properties in your area have a high vacancy rate and there is no room to increase rents. You also might find that if you raise

Subject Property

your rents too high you will lose good tenants that just don’t have any way to manage the rent increase because their pay has not increased. Most tenants can handle a 3-5% increase, but if you increase their rents by 20% they might have to move. As a landlord, you also need to consider the cost of turning your units as part of the equation for increasing rents. It is not unlikely that you could spend $500 to $1,000 for a normal tenant turn and $2,000$5,000 for the total renovation of a 2 bedroom apartment property. A $100 monthly increase in rent could justify a tenant turn with costs up to $1,000, but with costs of $5,000 to fully renovate/update a unit, you will need to be aiming at a rent increase of closer to $250 a month. Don’t be afraid to increase rent. Reviewing your rents on an annual basis is necessary to keep up with the cash expenses and maintain the value of your property. This means that you need to be committed to annual increases as well. However, be very careful if the marketplace is soft. Remember that real estate investing is cyclical, in some years the rents are strong and in some they are weak. It all depends on the marketplace supply and demand.

Comparable 1

Apartment developers will keep building until they run into a lack of demand. Bankers will keep lending until they recognize the marketplace is overbuilt. As long as you stay educated and track the marketplace you will make the right decisions on rent and fee increases.

Comparable 2

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Comparable 3

Name Address # of Units Age of Complex Phone Number RENTS: Studio Rent 1 Bedroom Rent 2 Bedroom/1Bath 2 Bedroom/1.5Bath 2 Bedroom/2Bath 3 Bedroom/2Bath FEES & DEPOSITS Application Fee Security Deposit Pet Deposit/ Pet Fees

OTHER COST INFO: Move in Rental Special? Utility Costs: billed directly to tenants & included in the rent

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Rental Housing Journal On-Site • December 2014

RENTAL HOUSING JOURNAL ON-SITE

A Year in Review ...continued from page 16 offer throughout the year. This year, we made a commitment to enhancing our networking events. In 2014, WMFHA conducted many different business relationship-building events to bring our membership together for the purpose to networking, socialization, sharing ideas, providing important information about our industry - and having fun! Our major events include our Emerald Awards gala, the Washington Apartment Outlook economic forecast luncheon, an education conference and trade show exhibition for management personnel (EdCon) and for maintenance service personnel (Maintenance Summit), a Business Exchange Reverse Trade Show, the Day on the Hill lobby day in Olympia, and a charity Chili Cook-Off. Quarterly Membership

Meetings and monthly after-hours socials enhanced our event schedule. WMFHA has created a new Eastern Washington Chapter for our association, striving to bring greater services to current and prospective members in the Spokane and Tri Cities areas. Our Eastern Washington Council is excited to advance our educational offerings and business relationship building programs in that part of the state. As stewards of our industry and leaders in our community, we owe it to ourselves to work together to advance the benefits and reputation of multifamily housing. The association enlists the assistance of many member volunteers participating on committees to review and help direct resources in order to conduct the business of the association. We are lucky to have outstanding

committee members doing great work. I would like to personally thank the volunteer efforts of all of our committee members, without whose time and devotion we could not provide such quality events and education to benefit our membership. Our newest committee, Community Service, has outlined new, exciting charitable opportunities for the coming years. I would also like to thank our Board of Directors and our Executive Officers for the leadership and guidance to keep this association on our successful path. I look forward to working with several new board members and officers as we collectively advance the interests of this association. Lastly, I would like to extend a special thank you to our devoted staff - Judy Bradley, Sloane Cerbana

and Tricia Johnson. Their hard work and friendly service allows us the ability to meet the needs and expectations of our members. Our WMFHA staff have worked hard this year to serve others. To explore avenues to get more involved in the association, please call us at 425-6569077 or e-mail me at jim@wmfha.org. I am proud to serve this association and wish everyone a safe and joyous holiday and a prosperous new year. We look forward to serving you in the coming year and making your housing association the best it can be.

Jim Wiard â&#x20AC;&#x201C; Executive Director

Advertise in Rental Housing Journal OnSite Circulated to over 20,000 Apartment owners, On-site, and maintenance personnel monthly.

Call 503-221-1260 for more info.

Rental Housing Journal On-Site â&#x20AC;˘ December 2014

RENTAL HOUSING JOURNAL ON-SITE

Make 2015 Your Best Year Yet!

By Mary Girsch-Bock

s 2014 draws to a close, there’s no better time to begin to assess the year. If there’s nothing you would change

for 2015, you can probably stop reading now. But for most of us, there’s always something that we can do better, faster, more efficiently, and more profitably. One of the best ways to determine what needs to be improved is to undertake a selfaudit. Spending time auditing office and leasing procedures can pay off big. Because December is typically a slower leasing month, it’s the perfect time to start looking a resident files, move-in and move-out data, and pro-rated rents to make sure that residents have been charged proper-

ly. Here are some other items that are worth reviewing: Take a long, dispassionate look at your equipment. Does your printer take five minutes to print five pages? Does it take your computer longer to boot up then it takes you to drink a cup of coffee? If so, it may be time for an equipment upgrade. You might be surprised how quickly you can get things done with the proper equipment. On that note, still using spreadsheet software for your accounting system? Commit to changing to

proper property management software. Again, you’ll be surprised how quickly you can get things done. Rent payment options. Do your residents have any, or do they have to come into your office and drop off a check every month? Why not make it easier on them, and yourself, and give them some payment options such as online payment? You’ll get your rent in the office earlier and also eliminate costly return check fees. Audit your staff as well. Do you

ment building insurance, SEO/SEM web strategies, national WiFi solutions [ www.powerhour.com/propertymanagement/nationalwifi.html ], powerful tools for hiring property management SuperStars and building dynamic teams, employee policy manuals [ www. powerhour.com/propertymanagement/ employeepolicymanuals.html ] and social media strategic solutions [ http:// www.powerhour.com/propertymanagement/socialmedialeadership.html ]. Ernest worked for Motorola, Primedia and is certified in the Xerox sales methodologies. Recent interviews and articles have appeared more than 8000+ times in business and trade publications and in a wide variety of leading maga-

zines and newspapers, including Smart Money, Inc., Business 2.0, The New York Times, Fast Company, The LA Times, Fortune, Business Week, Self Employed America and The Financial Times. Since 1995, Ernest has written 225+ articles for the property management industry and created 400+ property management forms, business and marketing checklists, sales letters and presentation tools. To subscribe to his free property management newsletter go to: www.powerhour.com. PowerHour® is based in Olympic-town…Park City, Utah, at 435-615-8486, by E-mail ernest@powerhour.com or visit their website: www.powerhour.com

...continued on page 25

The Coach ..continued from page 21 www.powerhour.com Want to hear more about this important topic or ask some additional questions about how to build a custom exit interview form? Send an E-mail to ernest@powerhour.com and The Coach will E-mail you a free PowerHour invitation. Author’s note: Ernest F. Oriente, a business coach/trainer since 1995 [32,850 hours], serving property management industry professional since 1988--the author of SmartMatch Alliances™, the founder of PowerHour® [ www.powerhour.com ], the founder of PowerHour SEO [ www.

powerhourseo.com ], the live weekly PowerHour Leadership Academy [ www.powerhourleadershipacademy. com/pm ] and Power Insurance & Risk Management Group [ www.pirmg.com ], has a passion for coaching his clients on executive leadership, hiring and motivating property management SuperStars, traditional and Internet SEO/SEM marketing, competitive sales strategies, and high leverage alliances for property management teams and their leaders. He provides private and group coaching for property management companies around North America, executive recruiting, investment banking, national utility bill auditing, national real estate and apart-

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Best Year Yet!...continued from page 24 have a leasing agent who’s great with kids? Make an effort to match them up with applicants that have children. Do your younger applicants seem more comfortable with a younger peer? Match them up. While this may not always be possible, matching personalities can go a long way towards raising your occupancy rates. Don’t neglect the outside. This is your applicant’s first view of the property, and a terrific apartment won’t make up for a shabby first impression. The next time you come to work, drive slowly and really look

at your property. Is the entry sign contemporary, or does it look ten years old? Do the grounds have an air of neglect? Is there clutter on the patios and balconies? Would you want to live here? Important questions to know the answers to. Once your audit is complete, create a plan to implement critical items and a timetable to implement the rest, getting your New Year off to a great start. from PropertyManager.com a Service of AppFolio

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Shoptalk ...continued from page 19 the “view apartments” don’t open up very often, and said this one was especially nice because of its southwestern exposure. The consultant said she had a model to show, and she could take me by the location of the apartment for rent. She told me they were still getting it ready, but that I could move into it by the week-end. The consultant asked if I had time to come over right now. She said she had another appointment in an hour and if I waited, the upcoming apartment would probably be gone. I agreed to come over within the next twenty minutes. The consultant then gave directions carefully, since I had stated I was new to the area. She suggested I bring along her phone number, in case I get lost so I could call from the road. Before we hung up, she asked for my number to be able to check back with me if I didn’t make it by. The consultant thanked me for calling and ended with, “I look forward to meeting you. I’ll see you when you get here.” What are you doing to create URGENCY when the telephone rings at your community? How do you convince the caller that what you have to offer is worth their time and consideration? Your community may be just one of a dozen competing for their attention. Why should they visit YOUR place, and why should they DO IT NOW? Is there some-

thing about your apartments or community that stands out from all the rest? Could it be a unique floor plan or desirable location? What about the easy access to area conveniences or your sensational staff? Whatever it is, use it to create urgency to get your callers to visit TODAY! Tomorrow is TOO LATE! By then, they will have already rented from the leasing consultant who invited them to visit YESTERDAY! Secret Shopper Provided by: Shoptalk Service Evaluations Phone: 425-424-8870 E-mail: Joyce@shoptalkservice.com Website: www.shoptalkservice.com Copyright © Shoptalk Service Evaluations

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