Easier Cleaner Greener Doorstep Waste & Recycling BEST I N C L ASS CUSTOM ER SERV I C E
We’ll handle it so your on-site staff can focus on other important things.
RECYC L I N G
We offer community recycling audits, resident education, and a separate recycling bin.
OWNER OP ERAT ED
We care deeply about your on-site team and residents. Their happiness is our top priority.
(404) 310-7440 hello@go-doorstep.com MEMBER
www.go-doorstep.com
2018 Board of Directors Chairman Andrew Klahn, CAPS®, NALP®, HCCP®, CAM®
Vice-Chairman Zac Ward, CPM® Secretary/Treasurer Stacey Holt, CAM® Immediate Past Chairman Lisa Swick, CAPS® Managers Representative Katherine Morrow, CAM® Maintenance Representative Dale Smith, CAMT®, CPO® Associates Representative Valerie Hirsbrunner, CAM® Management Directors Anne Adams, CAM®, NALP® Kitty Barry, NAAEI-AIT® Brigitte Byron, CAM® Tracey Crowe Tina Hamor Sully Lemmons, CAM® Bret Marchbanks, CAM® Stephanie Liston Melanie Schlachter, CAM® Lori Torres, CAM® Maintenance Directors John Johnson, CAMT®, CPO® Diane Mason, CAMT®, CPO® Associate Directors Jack Abernathy, CAS® Jill Carpenter, CAS® Jennifer McCoy, Esq. Loyd Owen Lacey Smithson, NALP® IREM Representative Richard Wright, CPM® MDHA Representative Norman Deep Legal Advisor M. Wesley Hall
GNAA News & Events / May 2018
Contents
Chairman-Elect Stephanie Burns, CAM®, NALP®, CAPS®
President Diane Carter Director of Education & Events Ginny Johnson Director of Communications & Marketing Scott Meert Finance Connie Morris
Features 5
7
9
17
23
It’s the Law What About My Deposit? Marketing Do Social Amenities Hurt Your Community’s Value? Feature Leadership: It’s Different In Our Business Tennessee Apartment Association Advocate Conference Update
Association News 11
12
13
20
21
22
22
Statistics Bobbi Turner, ARM®
25
Membership Coordinator Emily Bender
Active Past Chairmen Mary Bradley Brad Cather, CPM®, HCCP®, SHCM® Kirby Davis Faye Ellis, CPM® Diana English Andy Gass, ARM® Barbara Haynes Shelley James, CAM®, CAPS®, CPM® Tammy Lee, CAM® Chari Lewis, CAM®, CAPS®, CPM® Stacy L. Molen, CAM® Harold Morris, CPM® Nancy Morris Linda Page, CPM®, ARM® Ellen Parker Judy Rose, CPM® Susan Sherfield, CPM® Rita Wilkinson, CPM®, ARM® Joyce Wolfe
Leadership Lyceum Testimonials from Participants
26
About the Cover Lighthouse Property Management Cover photo by Penny Rawls Photography
May General Membership Meeting What’s Next, Nashville? New Members Welcome! Calendar Something Special Noted on the Calendar May Networking Opportunities Associates, Managers and Maintenance Luncheons Beautification Awards Are You Ready for Award Season? Managers Luncheon Intentionality…Because a Career Doesn’t Just Happen Slide Into Summer Help the Children of the Rescue Mission Have Summer Fun! Education Pop-up CPO Class, Two HVAC Classes Celebrating 50 Years of GNAA A Look at the Logos Through the Years
4 GNAA
Leadership Lyceum Lyceum was a wonderful experience for me. I met some fantastic people during the year and it was a great opportunity for me to take my broadbased understanding of the GNAA and give me a much more intimate knowledge of the inner workings. –Stephanie Liston, Lighthouse Property Management
I was very excited when I was selected to be a part of the Leadership Lyceum. It helped me to better understand how each committee and its roles make up the GNAA. Being able to observe how each committee runs was true benefit. It helped me to be better organized and see how important it is to write out a plan of action. This program is a great fundamental tool. It helped me to see what committee I could best serve and benefit. Leadership Lyceum is a great training ground to mold future leaders. –Tracey Crowe, Elmington Property Management
The Leadership Lyceum program was influential in my gaining a greater understanding of the inner workings of our association. The knowledge I gained was instrumental in my becoming a leader within amazing organization! –Zac Ward, Freeman Webb Companies
My participation in the Leadership Lyceum has played a pivotal role in helping to advance my development as a leader within the GNAA and prepare for my future responsibilities on the executive committee. The experience provided me with a keen understanding into the inner workings of the GNAA and the impact our association and its members have on the industry and Nashville as a whole. – Stephanie Burns, NTS Development
I am honored to have had the opportunity to become part of the 2017-2018 GNAA Leadership Lyceum Program here in Nashville. Not only does the program present a complete picture of how the Apartment Association is run, but you are placed with Nashville’s finest leaders in their prospective real estate positions throughout the Greater Nashville Region. Having this wonderful experience has broadened and sharpened my outlook on the multifamily industry, the Nashville communities as a whole, and our current market position compared to other fast-growing happening cities. With that said, I’m thrilled to be part of it all. –Sully Lemmons
I was privileged with the Leadership Lyceum opportunity, which offered me significant exposure to the GNAA organization. I gained further appreciation for our organization and enhanced my leadership role by serving on the board of directors. –Anne Adams, CAM, NALP, Arlington Properties Celebrating the newest Lyceum class completion!
GNAA 5
NASHVILLE
. . . a company for all your property needs.
FU L L S E RV I CE RESTOR ATION COMPANY Fi r e • Wate r • Win d • Smoke D a ma ge • Mold Reme dia tion Bio -Haza rd Wa s te Clea n up/Dis p os a l a s we ll as Tur n Ke y S er vices for your ever yday needs.
3283 FRANKLIN LIMESTONE ROAD • NASHVILLE, TN 37217
(615) 360-0079
6 GNAA
It’s the Law
What About My Deposit? When a tenant is moving out and is notified of the balance they’ll have to repay, they often immediately reply with, “What about my deposit?” This month, we’ll briefly discuss some statutory requirements and best practices to avoid pitfalls in managing tenants’ deposits.
If damages are discovered later, those can also be recovered, provided they are discovered within thirty days of the tenant vacating, or within seven days of a new tenant moving in. Be sure to keep records that verify when additional damages were discovered, not just when they were repaired.
For years, the Landlord Tenant Act has required that deposits be held in a separate account that complies with Tennessee and Federal law and that the tenant receive notice of the location of that account when the lease is signed. More recently, the legislature included specific guidelines regarding inspection of the premises.
Tennessee law does not require that the tenant be present for an inspection if they vacated or abandoned without notice, were evicted, or are otherwise inaccessible. However, even under these circumstances, if the tenant does come forward and specifically requests the inspection, it’s best to accommodate that request. If the tenant is not present for the inspection, a listing of any damages and costs must be sent by certificate of mailing to the tenant, but only upon the tenant’s written request.
When a landlord requests that a tenant vacate, or within five days of receiving a tenant’s notice of intent to vacate, the tenant must be notified of their right to a mutual inspection. That inspection should be required to be at the time the tenant completely vacates or within four days thereafter and can be set during the landlord’s normal business hours. If this notice is provided, the tenant fails to appear for a scheduled inspection, and the lease contains the appropriate waiver, the tenant waives the right to contest any damages found by the landlord during the inspection. If the tenant schedules and appears at the inspection, the landlord compiles a list of presently ascertainable damage and your estimated repair cost (a formal estimate or quote is not required). If the landlord and tenant sign the estimate list, it will become conclusive evidence of its accuracy. If the tenant refuses to sign, the tenant must specifically state in writing what items he disputes. If there’s a claim filed later to recover the deposit, the tenant will be limited to arguing only those items that were included in his dispute.
If the tenant owes for damages or rent, that amount can be retained from the deposit. But if a deposit refund is due the tenant, the landlord must send notice of the refund to the tenant’s last known or reasonably determinable address. If there’s no response from the tenant within sixty days, the landlord can retain the deposit, free from any claim. Whether or not the tenant is present, make sure your inspection is thorough and your damage charges are supported by pictures, invoices, and other documentation. Be sure to include all amounts due in accordance with your lease contract. There have been successful class action claims filed in other jurisdictions challenging exorbitant penalties and fees. “Forfeiting” deposits, charging excessive fees for early moveout, early termination, or failure to give notice may be enough to invite such a claim. This is a general, brief summary of only some of the issues concerning deposits and damages. If you’re unsure about any information presented, your own policies and practices, or a specific situation, please be sure to contact your legal counsel.
by Nathan C. Lybarger and Wes Hall, Esq., Law Office of Hall & Associates
GNAA 7
$280
PRI CE
$150
PRI CE
$260
PRI CE
$260
PRI CE
$200
PRI CE
$240
P R IC E
P R IC E
$220
$220
FF
IC
PRI CE
PA
U
TO O TS I E S O RCHI D L O U NGE
L OVE L E S S CAF E
$300 P R ICE
WI L D HO RS E S AL O O N
NAS HV I L LE ZO O
CE N T E N N IA L PA R K
A DVE N T UR E S CIE N CE CE N T E R
CHANCE
$300
P R ICE
$320
G R A N D E OL E OP R Y
P R ICE
$160
CO UNT R Y M US IC HAL L O F FAM E
$300
VA ND E RB I LT U NI V E RS I TY
NAS HVIL L E S OUNDS
P R ICE
P R ICE
THE B L U E B I RD CAF E
$200
FAR ME R S ’ MAR K E T
P R ICE
B E L L E ME AD E P L ANTAT ION
ST
UNI O N S TAT I O N HO T E L
F RE E
CK
IN
G
T
N
RA
RK I
2018 GREATER NASHVILLE APARTMENT ASSOCIATION
PRICE
$2 0 0
P R ICE
$160 TE NNE S S E E PE RM O RM I NG ARTS CE NTE R
TRA F F I C J A M
PRI NTE RS AL L E Y
NAS HV I L L E PRE D ATO RS B RI D GE S TO NE ARE NA
C O M M UNI T Y C HE S T GNAA O F F I CE
A
$2
CHE E K WO O D
C 00 O .0 LL E YO 0 S CT A U PA LA SS RY
$140
S CH E R ME R H OR N S Y MP H ON Y CE N T E R
S
PRI CE
THE B ATM AN B U I L D I NG
DE TOUR P R IC E
$120
P R IC E
$100
PRI CE
$100
PRI CE
$200
PRICE $200
PRI CE
$200
FOLLOW INSTRUCTIONS ON THE CARD
PRI CE
$200
SupplierMembers: Booths are still available!
Single Booth - $765, Double Booth - $1,430 Apartment/Management Company Members:
Get your teams ready to storm the door!
Everyone can register (booths or attendees) ONLINE at gnaa.org. No refunds or cancellations on booth reservations. Booth cost must be paid by June 30th.
8 GNAA
$350 PRI CE
PAY $375.00
$150
CHANCE CMA MUS IC FE S T IVA L
$400
PRI CE
B R I GHT LI GHT S BIG CITY
GAYLORD OPRYLAND EVENTS CENTER 5:00PM UNTIL 8:00PM
PRI CE
$140
RY M AN AU D I TO RI U M
THE HE RM I TAGE
PRI CE
AUGUST 16, 2018
THE TITANS
$160
S TATE CAPI TO L
PRI CE
C HANC E
PRI CE
$200
TRADE SHOW
Marketing
Do Social Amenities Hurt Your Community’s Value? by Les Shaver, NAA
Conventional wisdom says adding more social amenities, such as party rooms and rooftop lounges, in an apartment building raise values. More of these features attracts more residents, which lead to higher rents and better retention.
But not everyone agrees with the findings. “We do not agree with the study but are happy to let our competitors believe what Greg said is true as it will just help us competitively even more going forward,” says one prominent developer who preferred not to be identified for this story.
But a recent study from Newmark Knight Frank disputes the value of social amenities. The commercial real estate advisory firms studied the 124 apartment buildings delivered in the …the amenities residents D.C. metro over the last three years wanted most, and were and all 26 communities that have sold over the last five years. What thus willing to pay more it found was that social amenities, for, were the social ones – which include fitness centers, pools, dog runs, fire pits and indoor and those that fostered a sense outdoor athletic courts, were a drag of community…while social on a building’s value. The Newmark report found that buildings with five amenities are valuable, or more social amenities sold for amenities which provide $31,867 per unit less than projects with four or fewer social amenities. convenience are essential. “What we attempted to do was to quantify the impact of amenities on absorption pace and rents and to discover if there was an impact on sales price,” says Gregory Leisch, senior managing director of market research for Newmark Knight Frank. “The surprising finding was that too many social amenities were beginning to impact the sales price.”
Service amenities, such as package delivery, front desk concierges, pet services and valet parking had the opposite effect. Projects with four or more service amenities had a 4.5 percent premium over those with three or fewer.
Social amenities generally take up a lot of space (that could be used for more apartments) and require maintenance, while not always yielding ancillary income. Service amenities, on the other hand, often take up little space and add additional income. “A lot of those service amenities, such as pet walking, plant watering and concierge services, can be passed through to a resident, so they don’t affect the bottom line of the apartment community,” Leisch says. “With social amenities, it is much more difficult, and in some jurisdictions illegal, to pass through the cost and the benefits of those amenities.” continued on p. 10
GNAA 9
Marketing, cont. from p. 9 Despite the findings of his study, Leisch does not recommend that developers should stop building social amenities, particularly those who plan to hold a building for the long term in high-rent cities, such as Boston, New York, Washington, Philadelphia, Miami, Chicago, Los Angeles, San Francisco and Seattle. “A long-term holder should load up on social amenities because they will dramatically improve your rents in your lease-up phase,” Leisch says. “If in 15 to 20 years, the property sells for $30,000 less per units, that’s going be a rounding error in terms of how much more the property would have leased for.”
s in Expert and bs bathtu ops rt e t n u co ation restor
772.3234 getagrip.com
615
3 year warranty
24/48 Service
Before you get going on your remodel, Get A Grip. Call us today!
Law Office
Hall & Associates M. Wesley Hall III
Nathan C. Lybarger
LandlordAdvocate® 223 Madison Street • Suite 212 • Madison, TN 37115
6 1 5 . 8 6 8 . 4 1 0 1 • Fa x 6 1 5 . 8 6 8 . 3 8 9 3
10 GNAA
However, developers with a shorter hold time should approach social amenities cautiously. “If you are a merchant builder and you are going to sell the property within 18 months, you need to very carefully consider which three or four social amenities you need to optimize lease-ups, optimize rents and optimize how well the property shows,” Leisch says. The Newmark report was met with some skepticism from the development community. “It has been our experience at Wood Partners that amenities [the quantity and quality] do have an impact on leasing velocity, resident retention, higher rents, lower cap rates and better IRRs,” says Steve Hallsey, Director of Operations for Wood Partners. “So if you quantify a portion of base rent to amenity value then I think a well-thought-out amenity package has tremendous value and attracts more buyers.” “NAA’s amenities report, released about a year ago, certainly mirrors the observations of Wood Partners,” said Paula Munger, Director of Research. “We also found that the amenities residents wanted most, and were thus willing to pay more for, were the social ones – those that fostered a sense of community. In subsequent analyses, we observed that while social amenities are valuable, amenities which provide convenience are essential. And some of those would certainly fall into the service amenity category presented in the NKF report.”
General Membership Meeting
What’s Next, Nashville? Don’t Miss GNAA’s May General Membership Meeting! If you have lived in Nashville for more than five years, you have seen some tremendous changes in our great city. New developments, more restaurants and a hockey team that has come very close to winning it all. (This could be our year!) By the time you read this, the future of transit in Nashville may have been decided by our voters. So what is coming next? Before you recognize what the future holds, you really want to make sure you understand the current conditions in Music City. Vince Lefler, with JLL Capital Markets, will give us a state-of-the-city overview in his portion of the presentation. He’ll give us an update on sales in the industry, looking at recent transactions, pricing and current volume. Vince will also take a look at the market conditions in force now – concessions, absorption and occupancies – just to name a few. You’ll leave with a better understanding of where we are and how we got here. When Lisa Gunderson from Bristol Development Group takes the stage, she is going to highlight some of the recent trends in the market. Want to know the future of amenities? She’ll share some of the newer ones she has seen. And are you on track to ride the “smart home” wave? Should you be? What other in-home trends are coming? Let Lisa bring you up to speed on apartment home trends so you can make sure your community knows what could be approaching next. We hope you’ll join us on May 23 for what is sure to be an informative session! Be prepared with any questions you may have for Vince and Lisa as well for a short Q&A session after their program.
GNAA 11
New Members
Apartment Communities Bella Manor Brian Ward 1219 Mill St. Pulaski, TN 38478 16 apartment homes 949-455-9273 brianward@firstteam.com BMB Obispo, LLC. Referred by: Click & Lease program
Millennium Music Row Crystal Jackson 54 Music Square W. Nashville, TN 37203 230 apartment homes 615-933-7250 crystal.jackson@tdc-properties.com The Dinerstein Companies Referred by: Prior knowledge of GNAA Solis North Gulch Bret Marchbanks 600 11th Ave. N. Nashville, TN 37203 271 apartment homes 615-988-8580 Cell: 615-934-4132 solisnorthgulchmgr@greystar.com Greystar Referred by: Bret Marchbanks,Greystar
12 GNAA
Associates
2 Brothers Protection Agency, LLC Dantonio Owens Jody Keys 243 W. Smith St. Gallatin, TN 37066 615-351-1853 601-470-7585 2BPA2018@gmail.com security services Referred by: Charles Smith, Stoneridge Farms at the Hunt Club BellaScapes Landscape Sam Cruz Tommy Holt 1217 Simmons Rd. Ashland City, TN 37015 615-900-1408 Cell: 615-394-4547 landtreellc12@gmail.com Lawncare, irrigation, mulch, tree services, design, seasonal color, etc. Referred by: Diana English, HND Management Day’s Construction, LLC Andrew Day 1426 Chantilly Ln. Franklin, TN 37067 615-306-6939 aday@daysconstruct.com Commercial/multi-family roofing Referred by: Darrell Graves, Community Coatings
Pacific Concrete Resurfacing Usiel Cienfuegos 1504 Roundhill Ct. Nashville, TN 37211 615-378-7575 615-905-6017 pacificconcreteresurfacing@gmail.com Concrete resurfacing (overlays, stain, epoxy, etc.) Referred by: Paula Woodfin, Freeman Webb Tennessee Contracting Services James Fineman 127C Powell Dr. Hendersonville, TN 37075 615-590-7428 Cell: 615-887-6130 FAX 615-590-7482 inquiry@tennesseecontracting.com jfineman@tennesseecontracting.com Roofing & exterior restoration Referred by: Previous member of GNAA Walker & Dunlop Telly Fathaly 810 Crescent Centre Dr., Suite 260 Fraklin, TN 37067 615-224-7813 tfathaly@walkerdunlop.com Financial services Referred by: Lisa Swick, Bell Partners, Inc.
MORE LEADS. MORE LEASES. RIGHT FROM THE START.
PARTNER WITH CORT AND START WORKING SMARTER. you reach the right renters and ultimately retain them longer. Call us today at 615.834.6040 to see how we can help you rent more apartments.
LACEY SMITHSON Account Representative Lacey.Smithson@cort.com cort.com ©2015 CORT. A Berkshire Hathaway Company.
Sunday
Monday
Tuesday Wednesday Thursday
1
2
News & Events Committee* 8:45am
3
Golf Tournament Sponsor Meeting* 9am
Associates Luncheon
Friday
Saturday
4
5
11
12
18
19
Statistics Committee* 8:45am
Hermitage House 11:30am
May
6
Mothers Day
7
Communications Committee*
8
9am
13
14
Certified Pool Operator*
15
9
Managers Luncheon* 12pm
Certified Pool Operator*
16
Maintenance Luncheon Hermitage House 12pm
20
21
22
Community Service Committee* 9am
Trade Show Committee*, 10:15am Governance Committee*, 3:30pm
27
Memorial Day GNAA OFFICE CLOSED
28
29
23
Board of Directors 9am
10
Board of Directors Retreat
HVAC/EPA Certification*
17
Awards Committee* 9am
Presidential Golf Scramble
Hermitage Golf Course 8am
Banquet Committee* 10am
Leasing Cheer Camp*
24
25
26
9am - 4pm
General Membership Meeting 11:30am
30
Apartment Tour Committee* 9am
31
HVAC Hands-On Training*
*at GNAA office
GNAA 13
Education Conference
Lincoln Property Management
Thank you, 2018 Education Sponsors!
April, Robb & Brenda, Glenbrook
Dwayne, Brandon & JD, Wheeler, Inc.
Freeman Webb
Lucy & Erica, Olympus Hillwood
Freeman Webb
Freeman Webb
Freeman Webb
Freeman Webb
Restoring Nashville’s Multifamily One Community
Greystar
Donnie, The Knolls; Valerie, BG Staffing
Brookside Properties
Lynn & Kim, Freeman Webb
MDHA
Anne & Mary, Arlington Properties
Lighthouse Property Management
Freeman Webb
y at a Time
Kitty, CLK; Susan Sherfield, Mercy Housing Group
655 N. Main Street • Goodlettsville, TN 37072 Phone: 615.873.4631 • Fax: 615.873.4634 ryan@summitpr.net
Mr. Eddie George
16 GNAA
Feature
Leadership: It’s Different In Our Business by Vicki Sharp, NALP, CAPS, CDPM
It seems that some new article, thought, or idea is published about Leadership every day. Then you will find articles about great bosses, bad bosses, and those in between. Honestly, it’s very hard to sift through all this information to find what works for you.
Not so in our industry. First, we “sell” our product. Then we see our customer again and again throughout the entire resident journey. We meet them at the pool, in the office, at the mailboxes, or even just walking around the site.
Let’s face it. What might work in the car business, or Because of this personal and emotional connection to in the insurance business, may not be the best way to our customers, our team members have a deeper and improve Leadership skills for property management. more long-term responsibility for customer service. Let’s see if we can boil it down and relate They often fill roles of counselor, some of these Leadership ideas to our accountant, babysitter, and social planner A great leader in industry. for the residents. Then they fill the role the multi-family of cheerleader, instructor, and taskmaster First of all, we need to keep in mind for other team members. They also fill business gets to what makes us different than most. Our the role of sales person, asset manager, know their team customers call our product “home” and and debt collector for the investor. That’s members as people, bring everything that’s important to a LOT of hats to wear! them to our product. In most cases, our not just employees. customers pay us more for our product Great multi-family leaders realize the than they pay any other company, so we physical and emotional tolls of being take the biggest chunk out of their paycheck. That makes the on-site team. They work hard to create a positive, dealing with our customers more personal, and definitely inclusive, welcoming and happy work environment in more emotional. order to reduce the stresses experienced by the team. Another big difference is that most businesses will sell their product to their customer and the transaction ends the relationship. I know everyone wants “repeat business,” but that usually means a dealership wants you to come back in three or four years and buy another car from them. Or a hotel has a customer for a few days or even a week, and then they are gone.
First, a great leader in the multi-family business gets to know their team members as people, not just employees. They know what is important to each team member and tailor challenges, recognition and rewards towards the team member’s interests. Basically, they make leading the team more personal. continued on p. 18
GNAA 17
Leadership, cont. from p. 17 As an example, when I was a Regional Manager, I once had a manager who loved to do craft projects. She would always come to the office with a new wreath or dried flower arrangement she had made. She would bring decorated picture frames for her team members to display photos on their desks. While I could have rewarded her for achieving or exceeding a goal with a generic gift card, instead I purchased a gift card to Michael’s, her favorite store. I placed it in a handwritten thank you note. That made such a much big impact on her!
Needless to say, when the student move-in “storm” happened and this team leader needed everyone to be on board and work hard to take care of the residents, no one thought twice about pitching in. Make ready team members accompanied new residents to their apartment homes, maintenance team members handed out drinks and snacks, while leasing and management team members welcomed new residents and finalized last-minute paperwork.
During a very busy student turnover, when her maintenance team achieved their goal of turning units timely and perfectly, it would have been so easy to hand each one a generic gift card. Instead, the manager created a “make ready team award,” printed out certificates and framed them. Then, at a monthly team breakfast, she A really great leader will presented their awards individually, hire the right team, train Another trait of a great leader in our specifically telling how the job each industry is someone who hires right. person had done had contributed them well, then will let Unfortunately, most of our sites are to the overall success. Then she them do their job. manned with as few employees as thanked them by presenting the possible. That means when there is an framed certificates, and gave each of opening, it leaves a big hole to fill. We tend to hire from them a gift card that was special to them. a point of crisis, instead of really searching for the person who fits well with the rest of the team. A great leader One employee had a favorite restaurant and loved to eat will work with the property team and takes great care to out. Another employee’s wife had just had a baby, while find that person who will quickly become a team player. the last team member was preparing to send a son off to college. Gift cards were handed out for that restaurant, for a baby store, and for a bookstore for textbooks.
By the way, the manager didn’t brag about doing this. I found these framed awards hanging in the maintenance office. When I asked about them, the team members beamed with pride as they told me what they had done to earn them, and told me how special the personal recognition had meant to them. Because that manager – correction, that team LEADER – knew her team and their personal preferences, the recognition she gave them was personal and far more meaningful than a generic gift card. This personallybased recognition proved to her team that they were members of the family to her, not just employees.
18 GNAA
A great leader recognizes that the most important trait an applicant can have is a great attitude and willingness to learn. Everything else can be trained. They realize that if they find someone who “fits,” the rest of the team will be happy to help this person adapt and learn. Hiring someone based solely on experience or just to fill the empty slot will usually result in disrupting the team flow. Lastly, a really great leader will hire the right team, train them well, then will let them do their job. The great leader will give them both the responsibility of getting the job done and the authority to do it. While providing guidance, a truly great leader will allow their team members to fail and will coach them through that failure continued on p. 19
Leadership, cont. from p. 18 to help them learn. Most importantly, the great leader allows the team members to save face when mistakes are made. A great leader never overrides a decision made by their team to a resident or anyone else. This is something that seems to be common in our industry. When an irate resident calls “the boss” and pleads their case for an exception to a policy, the great leader never gives in, even though it is so easy to do so. For example, when a resident calls and wants you to waive a late fee, for whatever reason you should stand behind your team and their decision about this. Late fees are clearly stated in the legal, binding document we call the lease agreement and should not be waived. However, there may be a situation where you might feel it would be warranted to waive the fee. Instead of telling this to the resident, continue to back the team decision, then call the manager. Talk through the situation and see if there is more to the story. If the manager would really like to waive the fee, tell them to state their case, then allow them to waive it. At that time, the manager should call the resident back and tell them that they talked to you on the resident’s behalf, and told you that they really felt they should waive the fee. Basically, they tell the resident they talked you into this decision. By doing this, the resident feels the manager is “on their side” and worked hard to get this decision for them. It keeps the manager in charge. It also stops most residents from calling you in the future because the word has spread that you will back your team. In closing, being a leader takes work, planning, and most of all, a commitment to helping your team members grow and flourish. Great leaders love watching the success of those on their team and take pride in their accomplishments. Vicki Sharp started in the industry as a leasing consultant and worked through all levels of property management. Today, she is a national industry speaker, trainer, and consultant. You may reach Vicki at 512.550.2021 or at vicki.sharp@thesharpsolution.net.
2018
GNAA
Presidential
GolfScramble Friday, May 18, 2018
Hermitage Golf Course, President’s Reserve Registration Continental Breakfast Shotgun Start Luncheon
6:30am 6:30am 8:00am 2:00pm
Awards & Prizes Following the Scramble Thank you to our Scramble Title Sponsor!
Sherwin Williams Paint & Flooring
Cost $160 per player
Price includes green fees, cart, range balls, two putt rule, use of practice facility one hour prior to event, one toss, one putting ticket, team pictures and lunch.
t NAA a Call G 5.3047 615.36 up your to sign some! four
Prizes for:
Hole-in-one •Closest to the pin Longest drive • Longest putt Straightest drive
Summer Nights... Coming Soon!
Call us today!
(615) 244-9008
PROFESSIONAL SERVICE WITH A PERSONAL TOUCH
DWAY N E R AW L S ( 6 1 5 ) 8 6 0 - 5 4 11 | M o b i l e 5 3 3 - 8 4 74 | F a x 8 6 0 - 1 0 0 4 3868 Dickerson Pike, Suite 200 | Nashville, TN 37207
GNAA 19
Consistently
Brilliant Displays! Set your property apart this season.
Have brilliant seasonal flower beds designed, installed and maintained by trained professionals for one affordable price!
Your Seasonal
615.373.0722
Flower Contractor
May’s GNAA
Networking Opportunities Associates Luncheon May 2, 2018
Hermitage Smorgasbord @ 11:30 am
Organic Marketing
Speaker: David McMurry, Nob Hill
Managers Luncheon May 9, 2018
GNAA Offices @ 12:00 pm
Intentionality in Your Career Speaker: Susan Sherfield, Mercy Housing
Are you in need of a REPLACEMENT while your leasing agent is on vacation? Are you in the PROCESS OF HIRING and find yourself short-handed? Is your leasing agent OUT OF THE OFFICE due to sickness or a long-term leave?
APARTMENT STAFFING C A N
H E L P
Y O U
We have several highly experienced leasing consultants, assistant managers, managers, maintenance personnel and groundskeepers available for temporary and permanent full-time and part-time positions in the Metro Nashville area. We carefully screen our applicants to meet the needs of each individual apartment community. Our goal is to help you and your property function smoothly, organized and profitably during this time. Short or Long Term Temporary Placement Permanent Full Time Placement • Shopping Services 100% Satisfaction Guaranteed
399-4747
fax 399-0888
20 GNAA
Monday-Friday 9-6 DEE HARDING Owner
Thank you to our sponsors!
A-1 Concrete Leveling Hall & Associates The Hill Law Firm Realync Corp • Reliable Roofing USS - United Structural Systems
Maintenance Luncheon May 16, 2018
Hermitage Smorgasbord @ 12:00 pm
Dangerous Waters! Flooding & Foundation Failures Speaker: Barry Westbrook, DocAir
Thank you to our sponsors! Baytree Landscape Chadwell Supply • DocAir Music City Removal Reliable Roofing USS - United Structural Systems
Are You Ready for Awards Season? We know it’s only May, but award season is heating up here at GNAA! There are two great award nominations out there for you all to fill in and get back to us so you can get the recognition you so greatly deserve. June 15 is the deadline for your Beautification Award nominations. The Beautification Awards highlight all things awesome at your community – flowers, clubhouses, pools – while also recognizing maintenance shops and best models. Last year we also added a new category, Best Renovation, for those communities that have updated since 2013. This last award requires a book of photos from before the renovation took place and after it was completed. You can enter for $75 in one category or $300 for all categories. Judging for these awards takes place the last two weeks of June and the first two weeks of July…so get those nominations in to Connie at the GNAA office. Call us at 615-3653047 if you need us to email you the form to complete. Diamond Awards, presented at the Annual Awards and Installation Banquet in November, are recognition to those professionals in our industry that have gone above and beyond the past year. The awards given out reflect the following categories: • Multifamily Executive of the Year (nominee must be employed at a regional level or above) • Management Professional of the Year • Management Company of the Year • Management Volunteer of the Year • Assistant Manager Professional of the Year • Leasing Professional of the Year • Associate Professional of the Year • Associate Company of the Year • Associate Volunteer of the Year • Maintenance Professional of the Year • Maintenance Volunteer of the Year • Service Technician Professional of the Year Diamond Award nominations are due back to the GNAA office no later than August 17, 2018. If you need the form, call the office so we can get it to you or visit gnaa.org to download it there. Good luck to all nominees for 2018’s awards!
GNAA 21
Managers Luncheon
Intentionality… Because a Career Doesn’t Just Happen by Susan Sherfield, CPM, M.Ed., Vice President, Education & Employee Development, Mercy Housing Group
The opportunities in the residential property management field are endless. The demand for rental housing has reached new heights, along with the demand for quality employees to manage these assets. So what are the keys to developing your career? It all starts with intentionality. What does it mean to be intentional? Being intentional means that you take deliberate actions that move you toward your goal. One of my favorite quotes is by Oprah Winfrey, who said, “Luck is when preparation meets opportunity.” Opportunities to advance your RPM career will occur, but will you be ready? What knowledge, skills, and attributes should you develop? What resources are available to help you develop them? What actions can you take today? I will answer these questions, and more, at the May Manager’s Luncheon!
Community Service Event
SLIDE into SUMMER FUN! for the Women & Children of
Help the Children of the Women’s Campus enjoy a little summer fun!
Saturday, June 23rd 10 a.m. - 2 p.m. 1716 Rosa L. Parks Boulevard, Nashville, TN
Donate to support the event...any amount is appreciated! Email ginnyjohnson@gnaa.org or call us at 615.365.3047!
22 GNAA
TAA Update
Advocate Conference Update In March, members of the Tennessee Apartment Association traveled to the Nation’s Capital to attend the annual Advocate Conference, powered by the National Apartment Association. While in D.C., TAA members were able to meet with all eleven members of the Tennessee Congressional Delegation to discuss identified issues of interest: Reforming litigation under the Americans with Disabilities Act; reauthorizing the National Flood Insurance Program; crafting federal standards for cybersecurity; and infrastructure investment. The apartment industry supports the goals of the Americans with Disabilities Act (ADA) and Fair Housing Act (FHA), and is committed to creating communities that are accessible to people with disabilities. However, the complex and sometimes conflicting nature of guidance, building codes, and statutory language have led to varying interpretations of design and construction compliance. Conditions under which apartment firms currently operate can lead to allegations of non-compliance that result in litigation, significant unanticipated costs, operations barriers, and other challenges. TAA supports Congressional legislation to stem the growing trend of ADA compliance complaints dubbed “drive-by” lawsuits. Specifically, this legislation ensures that business owners receive proper notice of alleged compliance problems and provides an opportunity to cure an alleged ADA deficiency prior to the initiation of a lawsuit. Accessibility enforcement efforts should recognize compliance methods that address real-world conditions. The opportunity to cure alleged incidents of non-compliance supports the goals of both the ADA and the FHA by improving access for persons with disabilities.
Floods are the most common natural disaster in the U.S., and the National Flood Insurance Program (NFIP) is a critical tool for the rental industry to mitigate some of the financial risk posed by them. Under existing law, apartment properties in high-risk flood areas with federally-regulated and insured mortgages must purchase flood insurance. The NFIP is especially important because there is largely no readily available private flood insurance market to most property owners. As such, Congress should enact a long-term reauthorization of the NFIP to prevent market disruption and support program reforms that will better mitigate flood risk for apartment communities. Rental housing owners and operators, and their third-party service providers, are responsible for safeguarding vast amounts of highly sensitive, personal data collected, used, and maintained about applicants, residents, and employees. Data breaches can impact all these individuals and create severe reputations, financial, and legal costs for apartment firms. Given the ever-expanding cyber-threat landscape, rental housing owners and operators have made defense against these vulnerabilities a top priority. Congress should enact legislation that will create a single national data security and breach notification standard that is reasonable, flexible, and scalable. Changing demographics, economic factors and lifestyle preferences are spurring historic demand for apartment homes and uprooting the housing development patterns of the past 50 years. The apartment industry stands ready to meet America’s demand for rental housing, but success requires reliable infrastructure. Any major investment in the nation’s infrastructure should therefore recognize this relationship and seek to remove barriers to housing development and rehabilitation. The apartment industry supports an infrastructure policy that drives new investment in housing, promotes transit-oriented and high-density development, and funds community-level infrastructure needs.
by Catie Lane Bailey Senior Policy Advisor/Attorney, Waller
GNAA 23
24 GNAA
Education Pop-up CPO Class
Did spring creep up on you? Do you have a new Maintenance team? Is your pool looking slightly left of clear? GNAA is happy to offer a Pop-up CPO (Certified Pool Operator) Class Tuesday, May 15 and Wednesday, May 16. Taylor White from Langley and Taylor Pool Corporation will be facilitating the class that will help get your pools looking crystal clear and ready for inspections. Both days will begin at 8:30 a.m. in the GNAA Education Room. Get your teams signed up today so that everyone is prepared for the summer season! $400 per person
HVAC Certification Class
To be HVAC Certified is one of the most important things your Maintenance team can have. This certification does not expire and is a true value to your property. Shane Gates with Chadwell Supply will be at the GNAA office on Thursday, May 17 to teach everything there is to know about HVAC. At the conclusion of the class, the certification test will be given to the attendees to be licensed and ready for any type of repairs. Books are available in the GNAA office to be picked up to study and review prior to the class. Sign up today before the hot temperatures hit! $145 per person
Leasing Cheer Camp
John Sons with Burlington Capitol Group will present a Leasing Cheer Camp on Thursday, May 24 from 9:00 a.m. to 4:00 p.m. in the GNAA Training Room. Send your Leasing Team for a day filled with interactive leasing techniques. $135 per person
HVAC Hands-On Training:
Refrigerant Charging and Troubleshooting
Jim Fox from HVAC Techline is one of the best instructors in the industry and we are very lucky to have him as a Member with us. Jim will be conducting a training class on Refrigerant Charging and Troubleshooting on Thursday, May 31 beginning at 9:00 a.m. in the GNAA Education Room. This course is for all levels of Maintenance personnel. Jim is happy to help with any questions your team may have and instruct all they will need to know in this area of repairs. Get your teams signed up today for a full day of education and 6 CEC’s logged into the books. $135 per person
GNAA 25
1968-2018
Our association charter in 1968 was for the Nashville Apartment Association.
After years of growth, we became the Nashville/Middle Tennessee Apartment Association with an updated logo.
Finally, we became the Greater Nashville Apartment Association and have updated our logo twice more. Got to keep changing with the times!
26 GNAA
Proudly Serving the USA!
Serving The Multi-Family Industry Nationwide
1-866-204-8734 With a strong sense of urgency while catering to your needs, Windsor Redevelopment is committed to helping you succeed.
Specializing in all Aspects of Construction on Multifamily/Commercial Properties • Complete Interior and Exterior Property Rehabs • Water Intrusion Specialist • Disaster Relief • 24 Hour Emergency Service
ONE CALL DOES IT ALL!
Take your property to a whole new level.
PRSRT STD U.S. Postage PAID Nashville, TN Permit No. 380
Upgrade your property with XFINITY and give your residents the best in entertainment. XFINITY X1
XFINITY TV
XFINITY Internet
XFINITY Voice
XFINITY Home
An interactive TV experience.
Movie night, every night.
Think fast. Really fast.
Connecting to what matters.
Connected. Protected. Home.
Call 1-800-XFINITY today!
Restrictions apply. Limited to new or existing residential customers. XFINITY service not available in all areas. TV and Internet limited to a single outlet. May not be combined with other offers. X1: X1 not available in all areas. Requires subscription to qualifying Double or Triple Play package. TV: Limited Basic Service subscription required to receive other levels of service. On Demand selections are subject to charge indicated at time of purchase. May vary by market. Not all programming available in all areas. Access to online and On Demand programming is limited to programming to which you subscribe. Internet: Actual speeds vary and are not guaranteed. XFINITY WiFi is included for XFINITY Internet Performance tier and above only. Requires compatible WiFi-enabled laptop or mobile device. Not available in all areas. Voice: Service (including 911/emergency services) may not function after an extended power outage. Unlimited Talk & Text Requires download of the XFINITY Connect app. Standard data charges may apply. Check with your carrier. Home: Requires subscription to compatible high-speed Internet service. Visit xfinity.com/HomeSupport for more details. License #s: AL: 001484, 001504 Alarm company operators are licensed and regulated by the Alabama Electronic Security Board of Licensure, 7956 Vaughn Road, PMB 392 Montgomery, AL 36116, Phone (334) 264-9388, Fax (334) 264-9332; AR: 12030; AZ: ROC 280515, BTR 18287-0; CA: CSLB 974291, ACO 7118 licensed and regulated by the Bureau of Security and Investigative Services, Department of Consumer Affairs, Sacramento, CA, 95814; CT: 1040196, ELC 0189754-C5; DE: FAL-0299, FAC-0293, SSPS 11-123; FL: EF0000921, EF20001002, EF0001095; GA: LVU406303, LVU406264, LVU406190; LVU406354; IL: PACA 127-001503; LA: F1691; MA: SS-001968; MD: 107-1776, Baltimore County: RK9552, Howard County: ER00990, Washington County: EL-R-0218, Harford County: 00005321, Calvert County: L0188, Prince George’s County: 13958-2014-0; ME: LM50017039; MI: 3601206217; MN: TS674412; MS: 15018010; NC: 2335-CSA; NJ: 34BF00047700; NM: 373379; NY: licensed by the N.Y.S. Department of State 12000305421, Putnam County: L00812; OH: 53-89-1732; OR: CCB 192945 All electrical work is performed by a licensed subcontractor; SC: SCBA-13497, SCFA-13440; TN: ACL 1597, ACL 1604; TX: B-16922,-02571, ACR-1672104,-1818 We are licensed by the Texas Department of Public Safety Private Security Board whose address is: P.O. Box 4087, Austin, TX 78773, (512) 424-7710; UT: 8226921-6501; WA: COMCABS892DS; VT: ES-02366; VA: 2705145289, DCJS 11-7361; WASHINGTON, DC: ECS 902687, BBL 60251200009; WV: WV049211. Valid 2/12/16. See www.xfinity.com/homesecurity for current list. Call for restrictions and complete details, or visit xfinity.com. © 2016 Comcast. All rights reserved.