Valley Rental Housing Journal Jan 2015 by Professional Publishing, Inc

January 2015

Rental Housing Journal Valley

4. Staying Connected in a World of Change

7. The Coach – Property Management Reference Checks… Are They Really Necessary?

6. Secret Shopper

EUGENE • SALEM • ALBANY • CORVALLIS

VALLE

WWW.RENTALHOUSINGJOURNAL.COM • PROFESSIONAL PUBLISHING, INC

Is Print Commercial Property Winterization Advertising Dead?

EUGENE • SALEM • ALBANY • CORVALLIS

How to Prevent Winter Emergencies The Real Deal: A Worst-Case Scenario By Cliff Hockley President, Bluestone & Hockley Real Estate Services

The Evidence Says No!

By Devan Gilbert, Staff Writer, Rental Housing Journal

umor has it in the marketing and advertising world that print advertisements are outdated and inefficient. The numbers, however, say otherwise. It’s time to squash this misinformation and get to the truth about the power of the print. The younger generation doesn’t read print anymore: False. Many like to claim that print advertising is incapable of reaching the younger generation, but research proves differently. While social media is an effective way to target the 18-30 year old demographic, it is not the only way. National Public Radio reported a study that found a quarter of 18-24 year olds had read a newspaper within the past 24 hours. The New ...continued on page 7

t was cold, really cold. Let’s just say that it was below freezing. News reports had been reporting for hours that the roads were icy and that everyone would be better off staying home. Our property managers and maintenance team had been preparing for days for this cold snap. Property inspections had been scheduled to make sure that all rented and vacant commercial spaces we managed would be weatherized. Nevertheless we had a few problems. First off, the ice storm downed tree branches and trees. This meant that many of our buildings lost power (and no power means no heat and a higher likelihood of frozen pipes). At one of our smaller twostory buildings the waterlines in the attic were not insulated and broke. When the thaw came a couple of days later, water was everywhere and we had to relocate a couple of

tenants for a week until we dried things out. Finally, to add insult to injury, a riser froze in the sprinkler room of one of our retail strip shopping centers. When that began to thaw out we had a huge problem with flooding and no fire protection. The Fire Marshal learned about this (because an electronic monitoring alarm went off) and insisted that we post a 24-hour fire watch.

Did I mention that these events occurred after we prepared all of our properties for the cold snap and went through our checklist ahead of time? Before the Storm For reference, I have summarized that checklist for use at your properties. Winterization Checklist continued on page 3

Fair Housing Enforcement By Jo Becker, Education/Outreach Specialist, Fair Housing Council of Oregon

hen I’m out in the field teaching fair housing classes I’m often asked what the consequences of a fair housing violation is. Following is a primer on the subject. You can get a visual perspective on the process by viewing our Enforcement Flow Chart at www.FHCO.org/pdfs/ EnfFlowChart.pdf but following is a

Professional Publishing, Inc PO Box 30327 Portland, OR 97294-3327

more detailed outline. The federal Fair Housing Act makes any denial of or differential treatment in housing based on the following protected classes illegal: race, color, national origin, religion, sex, familial status (children) and disability. Oregon law also prohibits discrimination based on marital status, (legal) source of income (including, now Section 8 and other housing subsidies), and sexual orientation and gender identity. (Visit FHCO. org for further information on the

PRSRT STD US Postage PAID Portland, OR Permit #5460

area you live or own properties.) It should be noted that one need not intend to discriminate for their words, actions, or advertising to have an illegally discriminatory affect. That is, affect not intention is the barometer in a fair housing case. How is the Fair Housing Act Enforced? Often the Fair Housing Council of Oregon (FHCO) is the first line of defense. We receive fair housing-

related inquiries and complaints from across the state. Each call is processed and assistance provided whenever and wherever possible. We offer information and referral to appropriate resources if an inquiry is not related to fair housing. As a private nonprofit, we serve as a fair housing resource in Oregon but we are not an enforcement agency, per se. If an inquiry appears to be a bona fide allegation of fair housing discrimination, we assist in whatever continued on page 2

Advertise in Rental Housing Journal VALLEY Circulated to over 6,000 Apartment owners, On-site, and Maintenance personnel monthly.

Call 503-221-1260 for more info.

RENTAL HOUSING JOURNAL VALLEY

Enforcement ...continued from front page way the inquirer desires. We might help mediate the issue or contact the housing provider to advocate on the individual’s behalf; we may help the victim file a formal complaint or conduct an investigation using witness interviews, testing, etc. Testing is a nationally recognized and court-tested practice aimed at identifying whether or not illegal housing discrimination has occurred. Both complaint-based and audit testing is done by FHCO. Testing is used to identify ordinary the business practices (of a company, an individual, etc.) and whether or not these practices constitute a violation of the laws. Other enforcement-related activities may involve filing a complaint with a regulatory agency; either on our own behalf or in assisting a housing consumer who claims a fair housing violation has been committed against them. At times, we also file lawsuits with private attorneys. That said, more than 75% of the bona fide fair housing complaints we receive annually are resolved informally and never make it to the formal complaint process. What Happens After a Complaint or Lawsuit is Filed? Fair housing complaints can be filed with the Dept. of Housing and Urban Development (HUD) or a

state agency such as the Bureau of Labor and Industries (BOLI) in Oregon. A complainant has up to one year from the date of the last alleged incident of illegal discrimination to file a claim. Alternatively, one may file a suit in court up to two years after the last incident. If filed with a government agency, that office (HUD or BOLI) will initiate an investigation to determine if there is evidence of illegal discrimination or will attempt to conciliate the complaint with the parties involved. If conciliation fails, the agency will move to determine whether or not “reasonable cause” exists to believe that fair housing laws have been violated. If the government agency finds “no reasonable cause,” the complaint is dismissed. However, if evidence of a violation is found, a hearing will be scheduled before an Administrative Law Judge (ALJ). If either party elects to proceed with the case in federal court, then either the U.S. Dept. of Justice (DOJ) or the state attorney general will represent the case on behalf of the regulatory body. The decisions of the ALJ or the federal district court are subject to review by the U.S. Court of Appeals. If the complainant prevails in the case, s/he may be awarded compensatory damages. These can include any out-of-pocket costs the complainant spent while obtaining alter-

native housing and any additional costs, including rent, associated with that housing. Emotional distress damages for such things as humiliation, mental anguish or other psychological injuries may be levied and are in addition to out-of-pocket losses. In cases tried before an ALJ, a civil penalty of up to $16,000 may be imposed for a first violation up to $65,000 for a third violation. If the case is brought by the DOJ, civil penalties can be as high as $100,000. When heard in federal court, punitive damages may be awarded. These do not reimburse the plaintiff for losses actually suffered; instead, they punish the wrongdoer. Punitive damages are awarded only if the plaintiff shows the defendant’s conduct was “willful, wanton, or malicious” specifically motivated by an intent to exclude the plaintiff for illegally discriminatory reasons. Attorney’s fees may be awarded to the prevailing party. In addition, courts may issue injunctions if they feel prompt action is necessary to prevent immediate and irreparable harm. In cases involving illegal discrimination in home mortgage loans or home improvement loans, a suit may be filed under both the Fair Housing Act and / or the Equal Credit Opportunity Act. In this case, additional agencies may be involved.

If you have questions about fair housing law, please consider us a resource and let us know! You may want to start on our website where we have not only the Enforcement Flow Chart posted but also an entire page with tons of resource documents and links just for housing providers like yourself. You can find these resources at http://fhco.org/ hs_provider_info.htm. This article brought to you by the Fair Housing Council; a civil rights organization. All rights reserved © 2014. Write jbecker@FHCO.org to reprint articles or inquire about ongoing content for your own publication. To learn more… Learn more about fair housing and / or sign up for our free, periodic newsletter at www.FHCO.org. Qs about this article? ‘Interested in articles for your company or trade association? Contact Jo Becker at jbecker@ FHCO.org or 800/424-3247 Ext. 150 Want to schedule an in-office fair housing training program or speaker for corporate or association functions? Visit www.FHCO.org/pdfs/classlist.pdf

VALL

EUGENE • SALEM • ALBANY • COR

Rental Housing March Valley • January 2015

RENTAL HOUSING JOURNAL VALLEY

Winterization ...continued from front page • Fire sprinkler systems:

• Dry systems: check operation of air compressors/gauges and verify the system is completely drained down. Note: if a water flow fire alarm is received on a dry system and not due to an actual fire, the water flow is oftentimes caused by a compressor failure and therefore the system will need to be drained down once the compressor is repaired or replaced.

• Wet sprinkler systems:

check to ensure they have antifreeze in them.

• Vacant tenant spaces:

• Those with operable HVAC

systems: set the thermometer to at least 40 degrees.

• Those without operable

HVAC systems: provide space heaters to maintain a temperature of at least 40 degrees.

• Fire riser/valve rooms: verify that the heat is turned on to at least 40 degrees to prevent freezing pipes. • Irrigation system: verify that the landscape contractor has fully drained down the system to prevent freezing pipes. • Exterior water faucets (hose bibs): shut off the water source, drain and cover with insulated covers. • Basement crawl spaces: inspect to ensure exposed domestic water lines are insulated to prevent freezing. Close any openings exposed to the outside, consider insulation, and/or a heat source. • Canopy/soffit crawl spaces: inspect to ensure that exposed domestic water lines are insulated to prevent freezing. Close any openings exposed to the outside, consider insulation, and/or a heat source. Refer to the above regarding canopy fire sprinklers.

drive lane snow services. Define the scope/level of service ahead of time and arrange for auto-deployment. • Store snow shovels, a supply of granular de-icer and a spreader onsite so that the maintenance staff is able to clear snow on the sidewalks. • Roof drains/downspouts: ensure that roof drains and downspouts are clear and in working order so that snow melt is able to appropriately drain from the roofs. • Disconnect all outside hoses: anytime outside weather is freezing all hoses on the outside of the building should be disconnected. How to Respond Once the snow and ice hits, tenants may be calling to report broken pipes, property conditions and other issues. It is important to have an office open and staff on standby to receive those calls and coordinate additional services. Verify that your snow service vendor has in fact dispatched a crew to your property. Maintenance staff needs to be prepositioned with snow blowers, chainsaws and vehicles with studded tires allowing them to travel to properties so they can provide the required service. You may want to consider having a supply of sleeve clamps or “Shark Bite” couplings on hand for repairing pipe breaks in addition to a heat gun to melt frozen pipes. If the snow is very heavy and icy crews need to be dispatched to clear the snow from buildings with flat roofs, in particular the drains need to be cleared so the water can drain off the roof as the snow melts instead of leaking into the tenant spaces. This is important because the weight of snow and ice can stress the roofs and cause them to cave in. Additionally, VALLEY, METRO, ARIZONA you also need to keep the air handlers clear of snow. If snow blocks the air flow it stresses the compressors and then you can’t generate heat either.

and prepare for catastrophe the more likely it is that you and your properties will survive them with minimal damage. Make sure your documentation is well organized with property maps, and the locations of water shut offs and roof drains are easily available for you and your staff to access. Also, make sure to have 24-hour maintenance staff, plumbers, electricians and emergency response contractors’ phone numbers in your cell phones to speed up your response. Finally, you will need easy access to your property insurance agents just in case you have a loss and need repair approvals and checks right away. Clifford A. Hockley is President of Bluestone & Hockley Real Estate Services, greater Portland’s full service real estate brokerage and property management company. Founded in 1972, Bluestone & Hockley’s staff totals nearly 110 employees, including 20 licensed brokers. The company’s property management division serves commercial buildings, apartments, condominium associations and houses in the Portland / Vancouver metro area, while the brokerage division facilitates both leasing and sales of investment properties throughout Oregon and Washington. Cliff earned a degree in Political Science from Claremont McKenna College and holds an MBA from Willamette University. He is a Certified

Property Manager and has achieved his Certified Commercial Investment Member designation (CCIM). Bluestone & Hockley Real Estate Services is an Accredited Management Organization (AMO) by the Institute of Real Estate Management (IREM). Cliff is a member of the Institute of Real Estate Management and was named Certified Property Manager of the year in 2001 and 2003. Cliff is a frequent contributor to industry newsletters. Bluestone & Hockley offers customized brokerage, property and asset management, as well as maintenance services to property owners and investors throughout the Portland/Vancouver metro area. The company’s full-service approach benefits busy property owners and investors, who know they can count on Bluestone & Hockley for high quality real estate services start to finish.

VALL

EUGENE • SALEM • ALBANY • CORV

ON-SITE-NW SEATTLE

APT. NEWS

Salsbury Industries

• Snow plowing/sanding/shoveling/de-icing service: contact the Preparation landscapingFeb, and/or parking lot Aug, Apr, Jun, Oct, Dec Preparation is the name of the sweeping companies to arrange game. The more you inspect, plan for sidewalk, parking lot and

ON-SITE

VALLEY, METRO, ARIZONA APT. NEWS

Salsbury Industries

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

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

September

Octoberp

Rental Housing Journal Valley • January 2015

The Industry Leader in Quality

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

Scott Arena President, Multifamily Northwest

Staying Connected in a World of Change As I begin my tenure as 2015 Board President for Multifamily NW, I reflect back upon a career of 23 years in the real estate management industry. I cannot help but think how so much has changed – and yet some things remain consistent to this day. I have witnessed an incredible evolution in technology and its impact upon how we perform our jobs, deliver service, transmit information/data…and simply communicate between with one another. Today presents a differ-

ent world in so many ways. Now, perhaps more than ever, as professionals we must keep pace with a rapid rate of development and change that is re-defining tools that help us perform our daily tasks and attain business objectives. As such we have come to rely upon new ways of communicating and connecting. When I began my career in 1991, the telephone was still a primary device of connecting. Mobile phones were still in a stage of relative infancy – anyone recall the “brick” phone? Email was just being introduced –

Great opportunity in Eugene!

Pit Bulls & Marijuana Join us for the January Membership Luncheon in the Southern Willamette Valley as our speaker tackles two timely and difficult property policy decisions of pet breed restrictions and marijuana usage—both medical and the soon to be legal recreational varieties. Learn what the pending marijuana law changes mean for your properties and how the passed ballot initiative will come into effect. We’ll also address the Pandora’s box of pet polices with the pluses and minuses of restrictive rules with examples of when they are or are not allowed.

Instructor: Jeffrey S. Bennett, Warren Allen LLP Jeffrey S. Bennett is a member of the Oregon, Washington and Idaho State Bars and has specialized in landlord/tenant law for two decades. Mr. Bennett heads the landlord’s rights department of his Portland law firm, Warren Allen LLP, has written numerous articles for regional trade journals and has successfully represented residential and commercial landlords throughout the Pacific Northwest. January 22, 2015

Lunch: Class:

12:00pm-12:30pm 12:30pm – 2:30pm

2 CEU Credits Questions? 800-632-3007

Multifamily NW

Events Calendar January 6, 2015 9:00 AM - 1:00 PM New Hire Training (Portland, OR)

January 23, 2015 9:00 AM - 12:00 PM NALP: Leasing and the Internet (Portland, OR)

January 7, 2015 6:30 PM - 8:00 PM Landlord Study Hall - Show Me the Money (Portland, OR)

January 29, 2015 8:00 AM - 12:00 PM Safety and OSHA Preparedness (Portland, OR)

January 9, 2015 12:00 PM - 1:00 PM January It's the Law Lunchtime Series Mold: How to Handle Tenant's Demands (Portland, OR)

February 2, 2015 1:00 PM - 5:00 PM Oregon Landlord/Tenant Law Class Part I (Portland, OR)

January 15, 2015 8:00 AM - 12:00 PM Fair Housing Fair (Portland, OR)

February 3, 2015 9:00 AM - 2:00 PM CAM: Risk Management (Portland, OR)

January 20, 2015 8:00 AM - 12:00 PM Mold Awareness & Remediation (Portland, OR)

February 4, 2015 9:00 AM - 12:00 PM Emergency Readiness (Portland, OR) February 5, 2015 11:00 AM - 2:00 PM Forms and Notices (Portland, OR)

12:00 PM - 1:00 PM PDX Membership Luncheon - Marijuana Legalization: What it means for you and your property (Portland, OR) January 21, 2015 9:00 AM - 2:00 PM CAM: Legal Responsibilities (Portland, OR)

Cost: $65.00—Multifamily NW Members $105.00—Non-Members $25.00—Lunch Only (no class) Register: Email: info@multifamilynw.org Fax: (503) 213-1288 Registration fees are non-refundable.

Location: Eugene Hilton & Conference Center 66 East 6th Avenue, Eugene, OR 97401 Multifamily NW Office, 16083 SW Upper Boones Ferry Road, Suite 105 Tigard, OR 97224 800-632-3007 • 503-213-1281 • Fax 503-213-1288

www.re nt alh o u s in gj ou r n a l .com 4

...continued on page 5

Consistency Guest Card – M163 OR-WA The Consistency Guest Card is a great form for landlords, busy with prospective renters regularly inquiring about vacancies. Diligent use of this form is a smart tool to keep track of potential applicants and provide the level of information that highly qualified applicants expect. Additionally this form helps ensure that all interactions with potential renters follow the same template. This form allows for the easy organization and written proof of how all applicants are asked the same questions or given the same instructions over the phone, experience matching property tours, and receive identical rent and deposit quotes. The audit trail this form creates can be very useful supporting and demonstrating your lawful application process should it ever be questioned.

CONSISTENCY GUEST CARD WELCOME CONVERSATION PHONE / IN PERSON

DATE __________________________________________ TIME __________________________________________ LEASING CONSULTANT ______________________________________________________________________________________________________________________

Applicant names______________________________________________________________________________________________________________________________________________________________ How soon do you need an apartment?________________________________________ How many people will this be for?_____________________________________ Where are you living now? Address:__________________________________________________________________________________________________________________________________ Any pets?__________________ Type_____________________________________________________________ Weight_______________________________ Age________________________________ What size apartment/how many bedrooms are you looking for?___________________________________________ How many baths?______________________ Is there a particular rent range?___________________________________________ What is important to you in your new home?_____________________________ ______________________________________________________________________________________________________________________________________________________________________________________

How many cars do you have?_____________________________ Why are you moving?______________________________________________________________________________ How did you hear about us?

c Print ad

c Internet

c Drive by

c Resident referral

c Used approved script to describe community amenities c Brochure/application was offered/given to applicants Price quoted________________________ Deposit or deposit range quoted________________________ Different rent or deposit rates quoted?

c Yes

c No

If yes, explain:

_________________________________________________________________________________________________________________

c Revenue Management System

c Other________________________________________________

May we have a phone number and email of where you can be reached? Phone:_______________________________________________________________________________________________________

PHONE CALLS How soon can you come and see me today? Time__________________________ If you are shown an apartment you like, are you prepared to fill out an application? c Yes c No Do you know where we are located? Do you need driving directions? Remember, please bring a copy of a government issued ID.

Email:________________________________________________________________________________________________________

INTERNAL NOTES Recorded visit into log: Call________________ Visit________________ Prospect #_________________________ Date_______________________ Initial_______________________

Date:

way our culture communicates. Changing the way we “connect.” Today we co-exist in a world of “screens.” From ultra-television to iPads to iPhones to iWatches, our world of communication and managing our daily lives is becoming though much faster – somewhat smaller, insular, and less interactive in ways. Along with staying current with

but we still relied heavily on voicemail. I recall my first flip-phone with the retractable antenna. A couple years later I discovered Palm Pilot – great for organizing, but no phone! Then the Blackberry offered something amazing: combing a phone and e-mail! All this paled in comparison to the “smart phone” of today: phone, email, texting, music, photos, and, of course, apps! All revolutionary advances that changed, and continue to change, the

Apt # shown_______________________ If not shown, reason:______________________________________________________________________________________________________________ Follow-up date within 24 hours?________________________ Second follow-up date:________________________ Third follow-up date:________________________ Leased apt #_______________________ Quoted monthly rent_______________________ Specials quoted_______________________________________________________________ If not leased, give reason__________________________________________________________________________________________________________________________________________________ ______________________________________________________________________________________________________________________________________________________________________________________ ______________________________________________________________________________________________________________________________________________________________________________________

Rental Housing March Valley • January 2015

RENTAL HOUSING JOURNAL VALLEY

World of Change ...continued from page 4 such advances, we must not lose sight of “how” we connect. In this wave of development and tech advancement, it is critically important to remember those basics that do not change and remain crucial axioms to this day…and hopefully always will. Communication is “connection” and we must use this tool wisely. Whether motivating our employees, greeting customers or servicing clients, we cannot discount the power of a handshake, a hand-written note, or a sincerely voiced commitment. No form of electronic “talking” can convey all that is transmitted with a “tone of voice,” body language or even a simple facial gesture. We may be the most “tech savvy” culture in history but we are still living, thinking “beings.” Human connection is not a technical procedure. It’s an emotional one. We have more communication options available to us today than ever before. But we must

choose the method that best suits the message. Sometimes, voice-to-voice or face-to-face does the job best! My message to all members as this New Year begins is do your best to stay “connected.” But balance your methods of connecting. We text, we email…sometimes when we shouldn’t (keep both hands on that wheel as it helps ensure career longevity and good health!). Despite what you might hear, there’s not an “app for everything.” Stay connected with your human side. Some things never change. Best wishes for a healthy, productive, successful and progressive 2015! By Scott Arena President Multifamily Northwest Executive Vice President of Quantum Residential, Inc.

VALLEY

EUGENE • SALEM • ALBANY • CORVALLIS

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and managers can track income and expense for each unit, property and company. Perfect for mid and small size property managers and independent rental owners, who neither have the need or budget for larger, more expensive software.

4. Management Database - Rentegra-

tion.com is an easy to use, database driven software. Most form fields are auto populated from the database. The modules are all integrated and work together. For example, a customer can use the rentroll function to identify all delinquencies, apply fees, and create eviction forms with a few simple clicks of the mouse.

5. Value - Large property management

companies use Rentegration.com Colorthat Standards for National Tenant Network Logo for only forms generation will save time • Logos areover providedother on the CDmethods. in all three forms: and money Mid all black, reversed to white, or in PMS 280 Blue/PMS 7543 Gray spot or 4/color applications. and small size property managers and Please see below for specific use examples. independent rental owners can manage • No other colors are acceptable for use for the logo. their entire business at a fraction of the • No altering of the logo is allowed. If you have a special circumstance that requires something not cost of other and providedsoftware on the CD, please callforms. NTN NaTioNaL HeadquarTerS 1.800.228.0989 for assistance. • Logos should not be put over a busy background.

state specific forms for BLACK

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arizona, california, colorado, indiana, KentucKy, new Jersey, new yorK, oregon, pennsylvania, texas, utah, washington & more. PMS 280/Gray Partner PMS 7543 ExclusiveBlue Industry of:

PMS 280/PMS 7543 over color

OR-RTG-20 Oregon

CHECK-IN/CHECK-OUT CONDITION

REPORT

TENANT(S): ___________________ ______________________________________ _________ ADDRESS: ___________________ _____________________________UNIT: ______________ CITY: ___________________________________ STATE: ________ ZIP: _________________ OR-RTG-24 Oregon

PET AGREEMENT Rating Scale

= (E)Excellent (VG) Very Good

TENANT INFORMATION

(G)Good (F)Fair (P)Poor

IN Out TENANT(S): ____________________________________________________ DATE:________ LIVING AREAS ADDRESS: ____________________________________________________ UNIT: _________ KITCHEN CITY: _________________________________________ STATE: __________ ZIP: _________ Walls

Out

BEDROOM 3

Walls

DESCRIPTION OF PET(S) Windows

Light Fixtures

Dishwasher

AGREEMENT

Counter Tops

Locks

______________________

________ STATE:

Rods

________ UNIT: _________ __________ ZIP: _________

48-HOUR NOTICE OF ENTRY

Windows

Pursuant to RCW 59.18.150, this is your WA-RTG-20 Washington 48 hour entering the dwelling notice that your

Blinds/Drapes

Ice Trays

landlord or their agents unit and ______________________ premises located at (Address) will be CHECK-IN/CHE ______________________ CK-OUT CONDIT ION REPORT___________

Floor

Carpet/Vinyl/Wood 3) Type _______________ Breed _______________ Size ______ Age __ Weight ___ Color ____ Name ________ Disposal Vaccinations: Yes____ No____ License Number: ______________ Doors/Woodwork

___________ ______________________ Out CITY: ______________________ ________ DATE:________ ___________

Walls

Stove/Racks

Blinds/Drapes

Refrigerator 1) Type _______________ Breed _______________ Size ______ Age __ Weight ___ Color ____ Name ________ Vaccinations: Yes____ No____ Rods License Number: ______________ 2) Type _______________ Breed _______________ Size ______ Age __ Weight ___ Color ____ Name ________ Vaccinations: Yes____ No____ Floor License Number: ______________ Shelves/Drawer

Additional Security Deposit Required:$

WA-RTG-40 Washington

48-HOUR NOTICE OF ENTRY

TENANT(S): ___________ ______________________ ADDRESS:

______________________

_ Light Fixtures TENANT(S between the hours ): ____________________ (Date) of and ____________________ Doors/Woodwork ADDRESS: . ____________________ __________ (Time) ________________ (Time) ____________________ CITY: Locks____________________ The entry ________UN will occur for the following __________ _____ STATE: ________purpose:IT: ______________ ___________ Rating CeilingsScale = (E)Excellent ZIP: _________________ ______________________ (VG) Very Good___________ ______________________ ___________ (G)Good ___________ (F)Fair (P)Poor Electric Outlets IN ______________________ _______________________ Out LIVING AREAS ______________________ In Out _ KITCHEN In Out Walls

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

Windows 1) The pet(s) shall be on a leash or otherwise under tenant’s control when it is outside the Antenna/Cable tenant’s dwelling TV unit. Blinds/Drapes 2) Tenant(s) shall promptly pick up all pet waste from the premises promptly. Fireplace 3) Tenant(s) are responsible for the conduct of their pet(s) at all times. 4) Tenant(s) are liable for all damages caused by their pet(s). Cleanliness 5) Tenant(s) shall pay the additional security deposit listed above and/or their rental agreement as a condition to keeping the pet(s) listed above. 6) Tenant(s) shall notBEDROOM allow their pets to cause any sort of disturbance or injury to the 1 BEDROOM 2 other tenants, guests, landlord or any other persons lawfully on the premises. Walls 7) Tenant(s) shall immediately report to landlord any type of damage Walls or injury caused by their pet. Windows 8) This agreement is incorporated into and shall become part of Windows the rental agreement exe Blinds/Drapes -cuted between the parties. Failure by tenant to comply with any part of this agreement Blinds/Drapes shall constitute a material breach of the rental agreement.

BEDROOM 3

Walls

Landlord

Windows

BATH ROOM

Towel Bars

Blinds/Drapes

Personal Service:

Post and Mail:

Rods

Shelves/Drawer

* Add one additional

Phone

Windows

Refrigerator

Method Ice Traysof Service:

Sink & Vanity

Toilet

Tub/Shower

Walls

Stove/Racks

Blinds/Drapes Rods Floor

Carpet/Vinyl/Woo

Disposal

Light Fixtures

Floor day for compliance

if served by post

* and mail.

www.rentegration.com 503-933-6437 Rods

_____________________________ Floor Landlord

Light Fixtures

Doors/Woodwork

Fan (Exhaust) Doors/Woodwork

Rods

______________________________ Floor Tenant ______________________________ Light Fixtures Tenant

Ceilings

Counter Tops

Electric Outlets Ceilings

Cabinets

Light Outlets Electrical Fixtures

Sink

Smoke Detectors

Windows

Services

Blinds/Drapes

BATH ROOM

Towel Bars

Electricity

Sink & Vanity

BEDROOM 1

Hot Water

Smoke Detectors

Tub/Shower

Walls

Windows

Blinds/Drapes

may be reproduced without written

Toilet

BEDROOM 2

Walls

Ceilings

Electric Outlets

Floor

Garbage Cans

Fireplace Plumbing

Electric Outlets

sales@rentegration.com

Doors/Woodwork

Locks

Cleanliness Heating

Ceilings

Electrical Outlets

Floor Locks

TV Antenna/Cable Essential

Doors/Woodwork

Locks

Light Fixtures

Dishwasher

permission.

Blinds/Drapes

Rods

Fan (Exhaust)

of this form may Floor be reproduced without Electric Outlets

Rods

Floor

written permission.

Light Fixtures

Floor

Light Fixtures

Doors/Woodwork

Locks

Essential Services Plumbing

Locks

Ceilings

Heating

uNaCCePTaBLe CoLor uSaGe

RHJ VALLEY FREE SUBSCRIPTION Ceilings

Electrical Outlets

Smoke Detectors

Electric Outlets

Smoke Detectors

Electricity

Hot Water

Smoke Detectors

of this form may

be reproduced without

written permission.

PROPERTY NAME

do NoT change the color

do NoT alter in any way

do NoT put over a busy background

NAME ADDRESS

CITY STATE ZIP EMAIL ADDRESS

PHONE

Send for your FREE subscription to Professional Publishing, Inc., PO Box 6244 Beaverton, OR 97007 • (503) 221-1260 • fax (503) 221-1545 Rental Housing Journal Valley • January 2015

RENTAL HOUSING JOURNAL VALLEY

T Ask

Secret Shopper

Northwest

s strong market conditions continue to prevail in the Pacific Northwest, many apartment communities are maintaining high occupancy numbers, and others are full with a waiting list. Conditions are optimum for raising rents and increasing property values. Residents of these communities are getting an education in the high cost of relocating and are opting to stay put, even if they receive a significant rent increase. What all this means is that those on the leasing end are in the driver’s seat: It is a seller’s market! However, just because you are full does not mean you quit selling or stop provid-

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ing quality customer service. Unfortunately, after several years of tough market conditions, some leasing staffs are ready for a break and they are taking it during regular office hours! Based on some disturbing trends that started showing up a couple of years ago and that are still going strong, the Secret Shopper is wondering if some leasing consultants have the following questions:

• When I have no vacancies or unrented notices, is it really necessary for me to answer the phone, return calls or set appointments?

• When I have no apartments

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available to rent, do I really have to keep appointments that conflict with my lunch break?

• When my community is full and

I’m having a slow day, do I really need to stay open until closing?

While the above are “imaginary” questions, I can’t help but wonder how many of these are real, unspoken thoughts in the minds of some leasing employees. It may be true that the “leasing” side of the rental office becomes less challenging when your community is 100% occupied. However, even without apartments to rent, you have an existing customer base. Your residents still must be able to conduct business with you in order to renew leases, pick up packages, request maintenance service, etc. If you choose not to answer your phone, return calls or keep your office open, then you are not providing the level of customer service you promised when they were prospective renters Regarding your 100% occupancy Congratulations! - It took a lot of hard work to get there. Of course, depending on how you treat your residents will determine if you STAY

there. Oh, and one last thing: How are you coming along with your waiting list? Are you keeping in touch with the people who expressed interested in renting at your community or did you just take their name and number to “humor them?” Remember: The future is unpredictable, but a current, updated waiting list is a “sure thing.” Instead of “closing up shop” early on a slow day, how about making some follow up calls. You and your future renters will be glad you did! If you are interested in leasing training or have a question or concern that you would like to see addressed, please reach out to me via e-mail. ASK THE SECRET SHOPPER Provided by: Joyce (Kirby) Bica former owner of Shoptalk Service Evaluations Phone: 425-424-8870 E-mail: shptalk2@gmail.com Copyright© Joyce (Kirby) Bica

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Rental Housing March Valley • January 2015

RENTAL HOUSING JOURNAL VALLEY

ccording to the Society of Human Resource Management {SHRM} over 50 percent of the information presented on a resume by a job candidate may be false or misleading. These are alarming statistics, and as the executive of your property management company, it continues to be increasingly important to understand the mindset of the job candidates that are applying for positions within your company. This article will help you and your company strengthen your reference checking process and eliminate those who will not be a perfect fit, long before a position is ever offered. Some reference checking statistics: A recent SHRM survey at www. shrm.org was sent to 2,640 human resource members regarding reference checking. The survey concluded that job candidates frequently present misleading information about their length of stay with for-

mer organizations, their past/current salary levels and their college credentials. More specifically, 53 percent of companies involved in this survey discovered falsified information about length of employment from job candidates and 51 percent discovered falsified information about past salaries. In addition, 61 percent of job candidates falsify their college credentials, a credential that can be easily researched during the reference checking process. Tip From The Coach: Based on the above survey information, conducting thorough reference checks must continue to be an important step in the selection and interview process of hiring SuperStars for your property management company. Developing a reference checking process: The first step is to determine how reference checks are going to be done in your property management company and to establish or strengthen your written policy for

how reference checks fit into your interview process. With some of our property management clients, their human resource department handles this important step before a formal job offer is made. With other property management clients, all hiring executives handle their own reference checks, based on the specific level of position being offered or the compensation range being presented. As for references, three or more business references should be supplied by a job candidate as early in the interview process as possible. We highly recommend asking for references early in the interview process because this will give your hiring executives additional time to contact each organization submitted by a job candidate. This also means that your hiring executives will not be rushed to do reference checks in the final hours before making a job offer. This makes for a more thorough and complete reference check-

ing process. Tip From The Coach: In addition to reference checks, many property management companies are now asking permission to do background checks, credit checks and criminal checks as part of their hiring process. Based on the SHRM survey statistics above and your own professional experience, have you recently reviewed your reference checking process? This process will help to link talented SuperStars to compatible positions within your property management company and will reduce the chances of hiring low performers. Questions to ask when calling a reference: It has been our experience that all of our property management clients want to create their own custom reference checking form. Here are some sample questions to get you started with yours: How would you characterize his/her success ...continued on back cover

tend to pay more attention to material they are subscribed to rather than a pop-up ad or an ad interrupting their music on Pandora. Websites tend to be skimmed quickly, advertising on TV or on the Internet is only there as long as it is paid to be there. A magazine tends to find a home on a coffee table or in a dentist’s office where it is picked up and sifted through by dozens of people over several months. The Internet these-days is full of scams and fake “news”. Print advertisements are more trustworthy to potential customers. The Internet has helped bring us a fast-paced world. Many people turn to the Internet to accomplish something quickly and efficiently, but that is not necessarily the best place for an advertisement. Can you recall the last advertisement that popped up on your computer screen? What about the company that was advertising itself? Most likely not, and you are not alone. These ads don’t pique most people’s attention. It is not uncommon for somebody to unwind by reading a magazine or newspaper. In a relaxed environment is where information, in this case an advertisement, will be noticed.

has been echoing through the advertising world, research shows differently. Penn State conducted a study, that concluded that print ads stick with customers more than online ads. Print is also an advertising technique that can stimulate multiple senses. Take sample perfume ads in magazines, or shopping catalogs, or sample textures in home improvement magazines and pamphlets. A potential customer is not going to be feeling, or smelling anything through the Internet. By stimulating senses, an advertisement becomes more interesting and memorable.

Print Advertizing Dead? ...continued from front page York Times announced that 10 percent of its hard copy subscribers are between the ages of 18 and 24. According to Mediamark Research and Intelligence, magazine readership has increased by 4.3 percent in the past five years. The Association of Business Information and Media Companies reported that 96 percent of business-to-business clients still read print publications. If businesses made the fateful decision to disregard print advertising all together, they would be disengaging from a massive list of potential clients. Multimedia is the only way to get readers to spend with my company. False. A December 2012 Valassis survey was conducted, focusing on the connection between print advertisements and the spending habits of the generations born in the 1980s and 1990s. Here is the break-down of the results.

• Over half said they would spend less money if they didn’t look at print ads.

• 91 percent said they used

coupon cutouts from print advertisements to save money.

• 51 percent admitted that print

ads inspire their spending habits.

• 30 percent said they refer to

online websites seen in print ads to obtain more information

• 87 percent use print to choose a

restaurant. Print ads make it easy to target certain demographics. Instead of throwing an advertising banner on Facebook or Twitter, you can send magazines, flyers or catalogs to homes in certain areas. Nordstrom, a billion dollar company, still spends a pretty penny on print advertising.

Strategically, different versions of catalogs are printed and are distributed according to how much a specific customer spends annually and which departments they shop in. Nordstrom is able to target where and who its catalogs should be mailed out to. Finding the appropriate audience for a company’s advertising is made easy with print resulting is less wasteful marketing spending and increased profits for a company. Why should I use print ads? Large companies aren’t using them anymore. False. Nordstrom isn’t the only company not falling for the rumors. In 2011 Nike spent $113 million on advertising that did not involve the Internet. Google spent $1 million on non-internet advertising that year as well. We all know these companies have some of the most brilliant marketing teams in the world, which is exactly why they are still using print advertisements. Madison Hildebrand, a star of the Bravo show, “Million Dollar Listings,” has had massive success as a Realtor and is well-known by most television viewers and Internet users. However, it should not be assumed that every potential client uses the Internet or watches cable TV. Mr. Hildebran knew this and recently advertised himself in a four-page spread in Homes and Land magazine. If business thriving people and companies are still using print advertisements then why shouldn’t everyone else? What makes print ads “work”? Great question. As stated before, print is easy to target. People also

New advertising techniques are always better. Wrong again. “Out with the old, in with the new” shouldn’t apply to everything. People may argue that spreads with advertisements are flipped past, happens to the hundreds of emails consumers receive a day titled “Cyber Monday sale” “Going, going, gone” or “All orders over $50 take $5 off!” They go directly into the deleted items folder. Although the saying “print is dead”

Internet and multimedia advertising is important True. Although print advertising continues to prove itself in the marketing world, other forms of advertising are important as well. Many print ads include the company’s website to provide more information. Integrated marketing programs have been proven to be extremely successful if correctly executed and almost always involve print ads. The use of print advertising is increasing. True. The biggest myth of all is that print advertising is quickly slipping through the cracks. This couldn’t be more wrong. According to Media Radar, the medical and pharmaceutical, home furnishings, technology, and beverages categories have all published more print ads than the year before. Ralph Lauren, Chanel, Calvin Klein and Louis Viton amongst other luxury brands have dramatically increased their print ad spending since 2012.

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Rental Housing Journal Valley • January 2015

RENTAL HOUSING JOURNAL VALLEY

The Coach – Ref. Checks ...continued from page 7

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with your company? How would you characterize his/her energy level? How was this person viewed by his/her peers? Describe the types of decisions this person made on a daily basis? How did this person manage their time? Tell me about a disagreement or a challenging situation and how this person handled it? Specifically, how was this person paid? Why did this person leave your company? Based on what you shared today, would you hire this person back? Tip From The Coach: We know that many companies are no longer giving references on past employees based on legal and liability concerns. Most of our property management clients now ask a job candidate to sign a reference authorization form giving permission to their previous employers for a full and candid reference while also waiving any legal liability. In addition, we strongly advise our clients to call each reference given by a job candidate and when the reference conversation is complete --- ask this person, “Is their someone else within your company who can give me an additional reference on this job candidate?” Speaking to a second person within the same company is the secret to getting accurate and detailed references. Want to hear more about this important topic or ask some additional questions about how to build a custom reference checking form or to see a sample reference authorization form? Send an E-mail to ernest@ powerhour.com and The Coach will E-mail you a free TeleForum invitation. Author’s note: Ernest F. Oriente, a business coach/trainer since 1995 [33,000 hours], serving property management industry professional since 1988--the author of SmartMatch Alliances™, the founder of PowerHour® [ www.powerhour.com ], the founder of PowerHour SEO [ www. powerhourseo.com ], the live weekly PowerHour Leadership Academy [ www.powerhourleadershipacademy. com/pm ] and Power Insurance & Risk Management Group [ www.pirmg.com

], has a passion for coaching his clients on executive leadership, hiring and motivating property management SuperStars, traditional and Internet SEO/SEM marketing, competitive sales strategies, and high leverage alliances for property management teams and their leaders. He provides private and group coaching for property management companies around North America, executive recruiting, investment banking, national utility bill auditing, national real estate and apartment building insurance, SEO/SEM web strategies, national WiFi solutions [ www.powerhour.com/propertymanagement/nationalwifi.html ], powerful tools for hiring property management SuperStars and building dynamic teams, employee policy manuals [ www.powerhour.com/propertymanagement/employeepolicymanuals.html ] and social media strategic solutions [ http://www.powerhour.com/propertymanagement/socialmedialeadership. html ]. Ernest worked for Motorola, Primedia and is certified in the Xerox sales methodologies. Recent interviews and articles have appeared more than 8000+ times in business and trade publications and in a wide variety of leading magazines and newspapers, including Smart Money, Inc., Business 2.0, The New York Times, Fast Company, The LA Times, Fortune, Business Week, Self Employed America and The Financial Times. Since 1995, Ernest has written 225+ articles for the property management industry and created 400+ property management forms, business and marketing checklists, sales letters and presentation tools. To subscribe to his free property management newsletter go to: www.powerhour.com. PowerHour® is based in Olympictown…Park City, Utah, at 435-6158486, by E-mail ernest@powerhour.com or visit their website: www.powerhour. com

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Rental Housing March Valley • January 2015