GNAA July 2020 by Greater Nashville Apartment Association

2020 Diamond Awards N O M I N AT I O N S

Each year, the Greater Nashville Apartment Association recognizes the distinguished efforts of our members and the unique contributions they make to the multifamily housing industry through its Diamond Awards. The nominations for the 2020 Diamond Awards are now being accepted! Submissions in each category will be judged based on GNAA activity (July 1, 2019 - June 30, 2020). Winners will be recognized at the GNAA Awards and Installation Gala on November 14, 2020. Nominations must be received by July 17, 2020.

Categories: Multifamily Executive of the Year

Supplier Company of the Year

Note: This nominee must be employed at a regional level or above.

Supplier Volunteer of the Year

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 Supplier Professional of the Year

Maintenance Professional of the Year Maintenance Volunteer of the Year Service Technician Professional of the Year Note: This nominee must be employed at the on-site level, and includes Groundskeeping/ Housekeeping/Make-Ready/Concierge/Porter and Service Team members.

ENTRY DEADLINE JULY 17, 2020

Submissions in each category will be judged based on GNAA activity (July 1, 2019 - June 30, 2020). Greater Nashville Apartment Association Two International Plaza, Suite 201 Nashville, TN 37217 | p: 615.365.3047 f: 615.365.3571 www.gnaa.org

CHAIRMAN Zac Ward, CPM® CHAIRMAN ELECT Stacey Holt, CAM® VICE CHAIRMAN Tracey Crowe, CAM® SECRETARY/TREASURER Stephanie Liston, CAM®, CAPS® IMMEDIATE PAST CHAIRMAN Stephanie Burns, CAPS®, CAM®, NALP® MANAGER’S REPRESENTATIVE Meredith Dixon, NALP® SUPPLIER’S REPRESENTATIVE JD Wright, CAS® MAINTENANCE REPRESENTATIVE Rusty Guilliams, CAMT®, CPO® MANAGEMENT DIRECTORS Brigitte Byron, CAM® Malcolm Eller, CAM® Chloé Evans Sully Lemmons, CAM®, CPM® Katherine Morrow, CAM® Jenn Mulholland, CAM® Wesley Schmitz Giovanna Suastegui, CAM® Alice Ward, CAM®, CAPS® Dee Wilson SUPPLIER DIRECTORS Jill Krantz, CAS® Jennifer McCoy, Esq. Loyd Owen, CAS® Lacey Smithson, NALP® Dwayne Rawls, CAS® MAINTENANCE DIRECTORS Diane Mason, CAMT®, CPO® Dale Smith, CAMT®, CPO® IREM LIAISON Richard Wright, CPM® MDHA LIAISON Norman Deep LEGAL ADVISOR Wes Hall PRESIDENT Victoria Tobin VICE PRESIDENT Scott Meert DIRECTOR OF EDUCATION & EVENTS Ginny Johnson STATISTICS Bobbi Turner, ARM® MEMBER SERVICES Jenny McWhorter ACTIVE PAST CHAIRMEN Mary Bradley Brad Cather, CPM®, HCCP®, SHCM®, COS® Kirby Davis Faye Ellis, CPM® Diana English Andy Gass, ARM® Barbara Haynes Shelley James, CAM®, CAPS®, CPM® Andrew Klahn, CAM®, CAPS®, NALP® Tammy Lee, CAM® Chari Lewis CAM®, CAPS®, CPM® Stacy L. Molen, CAM® Nancy Morris Linda Page, CPM®, ARM® Ellen Parker Susan Sherfield, CPM® Lisa Swick, CAPS® Rita Wilkinson, CPM®, ARM® Joyce Wolfe

CONTENTS GREATER NASHVILLE APARTMENT ASSOCIATION NEWS & EVENTS

FEATURES

02 05 07 09 11 13 17

Diamond Awards

Nominate someone today!

It’s the Law

CertaPet Documentation Deemed Unreliable

Management

Adapting Amenities

Now Featuring

NTS Development Company

In the Spotlight

Lighthouse Property Management, The Liberty Group, CORT

Marketing

How to Marketing During Hard Times

Maintenance

PPE and Summer Maintenance

ASSOCIATION NEWS

08 12 15 16 18 19 20 21

2020 Golf Scramble

Around the World in 18 Holes

Budget Bootcamp

Great refresher course to get ready for 2021 budgets

New Members

JULY 2020

2020 BOARD OF DIRECTORS

Welcome!

Maintenance Mania

It’s time to show your best!

Customer Service for Maintenance Professionals

Learn how to provide excellent customer service

Calendar

Something special noted on the calendar

Zoom Webinars

Don’t miss chances for online learning!

Supplier Success

Sales are about the details!

ABOUT THE COVER NTS Development Company L-R: Taylor Chamblin, Aubrey Lazur, Stephanie Burns, Meredith Dixon, Tara Vaccaro, Anita Thomson, Anna Dearen

Thank you to our sponsors:

Maintenance Supply Headquarters Cover photo by: John Albani, John Albani Photography

@gnaatn

September 23-27, 2019 8:00 am - 5:00 pm

GNAA Education & Training Room

Become an Become an Become an apartment apartment apartment industry insider! industry insider! industry insider! Certified Apartment Supplier Certified Apartment Supplier

Certified Apartment Supplier

WE RECOMMEND this course for suppliers of apartment products WE RECOMMEND this course for suppliers of apartment products or services.

or services.

WE RECOMMEND this course for suppliers of apartment products Earning your CAS credential allows you to network with peers from Earning your CAS credential allows you to network with peers from services. otheror supplier companies, as well as with community managers. CAS other supplier companies, as well as with community managers. CAS will help you understand the everyday challenges that apartment will help you understand the everyday challenges that apartment Earning your CAS credential allows you to network with peers from management customers face andcustomers help you develop selling management face andunique help you develop unique selling other supplier companies, as well as with community managers. CAS propositions to meet those challenges. propositions to meet those challenges.

September 14-16, 2020 8:00 am - 4:00 pm

GNAA Education & Training Room

will help you understand the everyday challenges that apartment

SPACE IS LIMITED!management SIGN UP TODAY. customers Email ginnyjohnson@gnaa.org register onlineunique at gnaa.org. face and help or you develop selling

propositions to meet those challenges. Cost: $650 /person YOU’LL LEARN ABOUT: YOU’LL LEARN ABOUT:

Thank You 2020 Education Sponsors!

Brookside Properties • Bug Solutions • CORT Elmington Property Management • Ferguson Facilities Supply FirstCall Claims • Freeman Webb Companies GNAA Policy: Payment must be made leasing by coursecontracts, • Property hazards •and crime hazards • Applicant screening, Law Office of crime Hall & Associates • Law Office of Jennifer McCoy Property and • Applicant screening, leasing contracts, date. Absolutely no refunds will be issued. If for The Liberty Group • Lighthouse Property Management and move-ins • Environmental hazards any reasonand you move-ins cannot attend the course, you or • Environmental hazards Lincoln Property Company • Universal Media Group your company may send someone your place. the move• Rent collection, lease renewal, • in Rent collection, lease renewal, the move• Analyzing property financial operations and Valet Living • Wheeler, Inc.

• Analyzing property financial operations and out out underperformance underperformance YOU’LL LEARN ABOUT: process, lease termination, and eviction process, lease termination,• and evictionproperty performance to Monitoring • Monitoring property performance to • Property management systems and their • Property management systems and their achieve achieve • Property hazards and crime • Applicant screening, leasing contracts, functions functions the owner’s investment goals investment goals the owner’s and move-ins • How community managers create a fair • net Environmental hazards • How community managers create a fair • Maximizing operating income • Maximizing net operating income housing environment housing environment • Rent collection, lease renewal, the move• Analyzing property financial operations and • Minimizing risk through inspections, • Minimizing risk through inspections, out underperformance preventive maintenance, safetymaintenance, programs, safety programs, preventive process, lease termination, and eviction and documentationand documentation • Monitoring property performance to

Boost your Boost your Boost your Boost your knowledge, skills, knowledge, skills, knowledge, skills, knowledge, skills, and confidence! and confidence! and confidence!

• Property management systems and their functions Available in person and online

achieve the owner’s investment goals

and confidence!

Available in person and online For more information, visit www.naahq.org/CAS.

For more information, visit www.naahq.org/CAS. $599 Online member price: Online • How community managers create a To fair member price: $599 • Maximizing net operating income locate an affiliate offering thisancourse near you, visit To locate affiliate offering this course near you, visit (includes Supplier Success) (includes Supplier Success) Certified Certified Apartment Manager Manager housing environment Apartment www.naahq.org/education-careers/find-a-course. www.naahq.org/education-careers/find-a-course. www.GoWithVisto.orgwww.GoWithVisto.org

• Minimizing risk through inspections, Certified CertifiedApartment ApartmentManager Manager preventive maintenance, safety programs, THIS COURSE community and documentationWE RECOMMEND WE RECOMMEND THISforCOURSE formanagers community managers

and experienced assistant managers. and experienced assistant managers. WE RECOMMEND THIS COURSE for community managers WE RECOMMEND THISyou COURSE for community managers Earning your CAM credential allows to demonstrate that Earning your CAM credential allows you to demonstrate that and experienced assistant managers. Available in person and online you have knowledge and ability toinformation, manage anvisit apartment andthe experienced assistant managers. For more www.naahq.org/CAS. youyour haveCAM the knowledge and ability to demonstrate manage an apartment $599 Online member price: Earning credential allows yougoals. to that community and achieve the owner’s investment The To locate an affiliate offering this course near you, visit Earning your CAM credential allows you to demonstrate that community and achieve the owner’s investment goals. The September 14-18, 2020 (includes Supplier Success) CAM credential positions you well forability careerto opportunities and you have the knowledge and manage an apartment www.naahq.org/education-careers/find-a-course. you have knowledge and you ability tofor manage apartment and CAM the credential positions well careeran opportunities 8:00 am - 4:00 pmwww.GoWithVisto.org advancement. community and achieve the owner’s investment goals. The

community and achieve the owner’s investment goals. The advancement. CAM credential positions you well for career opportunities and credential positions you wellorfor career opportunities SPACE IS LIMITED! SIGNCAM UP TODAY. Email ginnyjohnson@gnaa.org register online at gnaa.org. and advancement. advancement. Thank You 2020 Education Sponsors!

GNAA Education & Training Room

YOU’LL LEARN ABOUT: Cost: $950 /person YOU’LL LEARN ABOUT: GNAA Payment rates must be made by course • Policy: Occupancy date. Absolutely no refunds will be issued. If for • Comprehensive marketing plans • Occupancy rates any reason you cannot attend the course, you or your company may send someone in your place.

YOU’LL LEARN ABOUT:

YOU’LL LEARNand ABOUT: • Sales team management product readiness • Comprehensive marketing plans

• Occupancy rates

Brookside Properties • Bug Solutions • CORT Elmington Property Management • Ferguson Facilities Supply FirstCall Claims • Freeman Webb Companies • Apartment turnover Law Office of Hall & Associates • Law Office of Jennifer McCoy The vendors Liberty Group • Lighthouse Property Management • Working with • contractors Apartmentand turnover Lincoln Property Company • Universal Media Group Valet Living Wheeler, Inc. • Recruiting high-caliber employees • Working with contractors and•vendors

• Apartment turnover • Equitable of management current and potential • Employee orientation and training • Occupancy rates • Apartment turnover • treatment Sales team and product readiness • Recruiting high-caliber employees Greater Nashville Apartment Association •residents Comprehensive marketing plans • Working with contractors and vendors • Employee evaluation • Equitable treatment current and potential • Employee orientation and • Comprehensive marketingof plans • Working with contractors and training vendors • •Resident retention and maintaining a positivereadiness• Employment Sales team management and product • Recruiting high-caliber employees regulations and record keeping residents • Sales team management and product readiness

• Employee evaluation • Recruiting high-caliber employees

IT’S THE LAW

CertaPet Documentation Deemed Unreliable In a long-anticipated decision, the Tennessee Human Rights Commission (THRC) found documentation purchased from the website CertaPet.com was unreliable and did not establish a disability or the disability-related need for an emotional support animal (ESA). The case began when a Nashville resident requested an accommodation to allow her Shih Tzu puppy to live at her apartment complex as an ESA. The landlord allowed pets, but the resident did not want to pay the $500 deposit. In support of her disability and need for the animal, the resident provided a letter from Rhea Hill, an Atlanta therapist with a Tennessee license. Upon review of the letter, it was clear the letter had been purchased from the website CertaPet.com. Although the letter did not identify CertaPet.com, there was a Texas address at the bottom of the letter which was connected to the website. The Property Manager was also familiar with the therapist because she had received and denied other documentation from the same therapist. After looking over the letter, the Property Manager contacted the resident and told her the letter was not considered reliable because it was purchased from a website. The resident did not deny she had purchased the letter but believed it was sufficient to establish her disability and need for the animal. The Property Manager disagreed and allowed the resident additional time to

ANGELITA FISHER

Law Office of Angelita E. Fisher

News & Events

obtain reliable documentation. The resident refused to provide additional documentation, and instead filed a fair housing complaint with the THRC. The THRC investigated the complaint. According to the THRC’s findings, the resident again acknowledged the letter was purchased through the CertaPet.com website. The resident completed an on-line form and spent 30 minutes on a call with Rhea Hill. The telephone conversation consisted of discussing the resident’s answers on the pre-screening form. There was no faceto-face interaction and the therapist did not request any medical documentation. There was also no evidence of a follow-up visit. The THRC found the evidence suggested the therapist lacked the personal knowledge of the resident’s condition necessary to be able to determine whether she had a disability or a disability-related need for the ESA. As such, the documentation was not considered reliable. In addition, the Property Manager never denied the ESA. She never threatened to charge the resident a pet deposit or evict her if she did not pay. Instead, the Property Manager engaged in the interactive process and asked for additional information. And finally, the Property Manager had other ESA requests which had been granted after residents provided reliable documentation. The THRC found there was no evidence of discrimination. Complaint dismissed. This case is support for landlords attempting to differentiate between residents who truly need an ESA and those who simply do not want to pay a deposit. Tennessee landlords can now be more confident to ask for additional information when making an ESA decision. 5

EXPANDED PRODUCT CHOICES OVER 30,000 MORE PRODUCTS Now you can access Lowe’s extensive in-store assortment, including paint, lumber, drywall and more through Lowe’s Pro MSH. That means along with your multifamily maintenance orders, you can also access more than 30,000 Lowe’s SKUs – literally everything you need to maintain your communities.

supplyHQ.com | Phone: 866.630.6747 | Fax: 866.631.6747 | Bilingual: 888.281.0255

Proud Member of

Low Pressure Exterior Washing Breezeway Cleaning

Tennis Courts / Pool Decks

Concrete Cleaning

Sidewalks and Driveways

Roof Cleaning

615.926.9500

www.anchorpw.com

owen@anchorpw.com Greater Nashville Apartment Association

MANAGEMENT

Adapting Amenities

The Must-Have Amenities for Gen Z Renters By Aly J. Yale, Abridged and Reprinted from Multifamily Executive Although the youngest of this cohort are still at home with mom and dad, those on the older end are leaving the nest, graduating college, and out there hunting for apartments of their own. And what are they looking for? It’s unlike any other generation that’s come before them.

A Demand for Tech As digital natives, technology is at the forefront of Gen Z renters’ needs. Specifically, Gen Z renters want digital rent processing options, app-based amenity reservations, and tech-enabled communications with their property manager, maintenance team, and more. A virtual touring and leasing process is also critical, according to Ryan Shear, managing partner of development firm PMG. As the first true digital natives with no memory of life before smartphones, Gen Z’s concept of service is oriented to frictionless mobile transactions and controls. They don’t want to have unnecessary conversations or wrangle paperwork, so the leasing process needs to be designed as if completely virtual, from text-based conversations to video tours to application processing and lease execution. As many Gen Zers are gig and hospitality service workers, they often operate outside of regular business hours. This makes tech-driven self-service amenities important as well. Examples include things like smart package lockers and keyless locks on gyms, pools, and other on-site features.

Social Spaces Generation Z is a social bunch, and they value communal spaces and well-appointed lounges where they can catch up with friends or meet new ones. They are active and social, so the amenities they are looking for or seem to be most important to them are those outside the apartment home. They spend less time in their apartments than other generations of our renters. News & Events

But just adding a communal space isn’t enough. Developers should offer a variety of options, both indoor and outdoor, and ensure there’s ample seating for larger groups. “Instagramworthiness” matters to these renters. They want unique spaces that break the mold and are hip and shareable. There’s also a desire for communal work spaces – not just social ones. Gen Zers are entrepreneurial, wanting to find a way to make hobbies their profession. This creates the need for creative and communal work spaces to allow for creativity and the growing trend of remote employees or telecommuting.

Getting Physical Gen Zers are extremely physically active, and according to recent research, when combined with millennials, they actually make up 80% of all U.S. gym goers. Knowing this, it’s no surprise they demand robust fitness amenities from the places they call home. As with their communal spaces, though, Gen Z renters aren’t looking for plain-jane pools and cookie-cutter gyms. That Instagram-worthy aesthetic is still crucial. Younger tenants still want to see on-site clubhouses, pools, and fitness centers, but there is a shift away from size in favor of quality and design. We find this is generally true with our tenancy, but especially with the Gen Z demographic.

Be Prepared for More Demand Although Gen Z has shown a growing interest in home buying over the past few years, the COVID-19 pandemic may have them renting longer than expected. According to a recent survey from LendingTree, more than half of employed Gen Zers have seen their paycheck negatively impacted by the virus. If financial hardships like these keep Gen Zers renting for the foreseeable future, adapting properties to their unique needs will be more important than ever.

e t a D New

vent This e

has a

PLEAS

ENDAR

R CAL

YOU MARK

Thursday, September 10, 2020 Hermitage Golf Course

6:30am Registration 8:00am Shotgun Start 6:30am Continental Breakfast 2:00pm Luncheon Awards & Prizes Following the Scramble

Entry Fee

175

per player

Includes cart & player package

Prizes for:

Hole-in-one • Closest to the pin • Longest drive • Longest putt • Straightest drive Register online at www.gnaa.org or email to ginnyjohnson@gnaa.org. No refunds. No cancellations. There will be no competitive company or category lockouts on any event.

Thank you to our Scramble Title Sponsor! Sherwin Williams Flooring & Paint Greater Nashville Apartment Association | 2 International Plaza Drive, Suite 201 | Nashville, TN 37217 p: 615.365.3047 | f: 615.365.3571 | www.gnaa.org

Greater Nashville Apartment Association

NOW FEATURING

NTS Development Company NTS Development Company is a full-service, diversified real estate company with apartment communities, commercial properties and residential communities located in eight cities across the Midwest and Southeast United States. NTS has been providing high quality developments and real estate services for 55 years and currently manages over 10.9 million square feet of real estate including over 5,000 luxury apartment homes and over 3.9 million square feet of commercial property. Our goal each day is to deliver excellence in every area of our business and to provide the best possible experience for our customers. The NTS support center is located in Louisville, KY, and the current NTS portfolio includes properties in Louisville and Lexington, KY; Indianapolis and Evansville, IN; Nashville, TN; Richmond and Fredericksburg, VA; and Orlando, FL. NTS employs over 300 of the finest professionals who are dedicated to the management and support of these properties.

The Grove Apartments Located in the heart of the historic Hillsboro West End neighborhood, The Grove is comprised of two sister communities â&#x20AC;&#x201C; The Grove Whitworth and The Grove Richland. This gardenstyle apartment community was purchased by NTS in 2006 and is currently in the midst of a full-scale renovation of all 593 apartment homes. This collection of newly renovated 1, 2 and 3 bedroom homes feature custom shaker-style cabinetry, quartz countertops, Nest thermostats, and other luxury finishes such as wood-inspired flooring. The Grove team leaders are Stephanie Burns, Property Manager; Ken Haskins, Service Manager; Meredith Dixon, Assistant Property Manager, The Grove Whitworth; Tara Vaccaro, Assistant Property Manager, The Grove Richland.

News & Events

COUNTERTOPS

BATHTUBS

SHOWERS

TILE

CABINETS

s in Expert and bs bathtu tops r e t n u co ation r o t s re

772.3234 getagrip.com

615

3 year warranty | 24/48 Service Before you get started on your remodel, call Get A Grip! residential & commercial surfaces refinished & restored without removalTM

Best Way to Be Seen? Advertise in News & Events!

Law Office

Hall & Associates M. Wesley Hall III

Nathan C. Lybarger Matt Schulenberg

SPECIAL EDITION IN AUGUST GNAA TRADE SHOW with a Business Card Ad Spread. Let members know where you will be at the show! Call Ginny Johnson at 615.365.3047 to reserve your spot. 10

LandlordAdvocate® Landlord Advocate® 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

Greater Nashville Apartment Association

IN THE SPOTLIGHT

Education Sponsors Keep the Gold in Gold Standard Learning! A GNAA sponsorship provides an opportunity to promote your company through the Gold Standard of Education. Education Sponsors can let everyone know who they are and about the wonderful products and services at every class offered through the association. After the course is completed, sponsors can use the attendee list to follow up and send a “Congratulations” for completing the course. Course attendees will get to know their team and see how their company is here to support them as they build a career in the multifamily industry. Sponsors also gain exposure for their company throughout the entire year with mentions on course marketing materials and in the News and Events Magazine.

Learners Today – Leaders Tomorrow Management companies invest their dollars in their rising stars. These are folks who may be in the leasing chair in January, but in the blink of an eye have moved into an Assistant Manager or Manager position! Now they are making the decisions that could benefit your bottom line, and they will remember you. GNAA and our members cannot thank our yearly sponsors enough for their support. Without them, it would not be possible to provide these courses.

Lighthouse Property Management At Lighthouse Property Management, we are continuously transforming the way we operate, and we are committed to finding ways to be extraordinary and exceed expectations to do the right thing, News & Events

do it now, collaborate and have fun. These core values describe the attitude and characteristics of Lighthouse Property Management, and through an ever-changing environment, remain constant and make Lighthouse unique. They underlie our work, how we interact with each other and others outside of Lighthouse, and describe the strategies we use to do our work. All team members are expected to embrace and carry out these core values so we can provide a unique, respectful and rewarding environment for all stakeholders at Lighthouse, including team members, residents, vendors and investors. Our commitment to these core values has given rise to a premier brand of customer service and a culture that is unique, extraordinary and rewarding. We are very proud of where we are today and we are very excited about where we are headed!

The Liberty Group The Liberty Groups is Nashville’s premier multifamily staffing and recruiting company. For 40 years we have been placing some of the top employees across the nation, and our award-winning reputation is one of the main reasons the top employers choose to hire us when they are seeking employees. We are always hiring and our local and talented Staffing Coordinators will spend a lot of time talking to you about your interests and search for the right fit for you. With having local staffing coordinators, we know your communities and neighborhoods! We take immense pride in our work and helping people find not just jobs but rewarding careers. The Liberty Group Nashville office covers all of Tennessee and Western Kentucky. It’s time for you to experience why we are the Nation’s Premier Multifamily Career Resource! continued on p. 12 11

CORT

• They (universities) are experiencing on-campus overflow issues or need to manage staff housing programs.

CORT is a national company experienced in flexibility. While best known for furniture rental, CORT is a business services company. We help individuals relocating, companies in transition, and make events memorable. Individuals and companies turn to CORT when:

• They need to sell a home and are frustrated with offers below asking price. • They need to optimize their workspace. • They need to update their home, model, clubhouse, or office.

• They need temporary or permanent furniture for their homes and offices.

• They are relocating to the U.S. from abroad. • They’ve experienced a natural disaster such as fire or flood.

• They or their employees need to find a place to live and be settled in a new location and back to work quickly. • They are experiencing cash flow or occupancy issues (properties).

Budget Bootcamp Thursday, July 16, 2020 GNAA Education Room

9:00 a.m. - 12:00 p.m.

Get ready for budget season with this class presented by Susan Sherfield and Tammy Lee. Start with math formula review and learn to translate it to budget and financial planning. This is a great refresher course for those getting ready to start 2021 budgets!

Member Investment:

Susan Sherfield

Tammy Lee

Mercy Housing

Lincoln Property Company

Greater Nashville Apartment Association

MARKETING

How to Market During Hard Times By Heather Johnson, PatternSEO Consulting

Nothing about 2020 has been a walk in the park. It is harder and harder to keep your focus and remember to post on your social media sites. People are in front of their computers now more than ever. Here are some tips for maintaining an amazing online presence during hard times.

Audit your online presence What does this mean? Look at your website. Are your photos current? Are they stunning? Do they make you want to see for yourself? Is the information accurate? If you are on a feed, never trust your feed to always display your correct availability and pricing. If you have a special, is it listed? Does the phone number listed on the site go to your office phone? This is very important as properties have had some staff working remotely. Are the fees correct? Keeping your information fresh and updated not only is attractive to potential residents but is also attractive to Google crawlers which increases your SEO organically. Once you do this for your website, rinse and repeat for all your Internet Listing Services (ILS) sites – ApartmentGuide, Zillow, Apartmentlist, etc. It is important to check these listings monthly to make sure potential residents are getting the same information across all the sites. These sites will all have a different number attached to them; call that number and make sure it goes through. Submit a lead form as well to insure everything goes through to your systems and that you are receiving an email.

To whom are you marketing? This is huge when it comes to effective social media content. Think about who your residents are. Why do they lease at your property vs. your competitors? Now when it comes to the why, think outside the box! Do dog owners lease because of your amazing dog parks? Do outdoorsy people love your proximity to Percy Warner Park? Or is it the fact that you can be in a grocery in under five minutes to get that last-minute item for your recipe? These are some of the lesser-known reasons people choose you over your competition. USE it in your postings!

Why does this help? Knowing your audience is the key to making sure you grab potential residents’ interests as they are scrolling through their feeds. Every engagement you get on the page brings you one step closer to tricking the Facebook algorithm and getting in front of people who may turn into a potential resident.

Get on their level Think about what your potential residents like. Not everything you post has to be about your property. Keep in mind that Nashville is still having more people move continued on p. 14

News & Events

to the city every day. These potential residents know nothing about Nashville and you need to prove that you are the expert. Sell that knowledge! If it is interesting to you it is likely interesting to them. I will repeat myself: Do not let social media intimidate you!

Engage your current residents Who doesn’t want to live where their friends live? By engaging your current residents, you grow your net of impressions and have a higher likelihood of “friends of people who like your page” seeing your posts and getting interested. Getting your current residents to like your page is the tricky part. Repetition is the key toward getting this accomplished. Remind your residents to follow you on your social media platforms, make sure you have links in your email signature, have online only

specials (yes, you have to offer them to everyone, but this is a fun way to get them to your page). Another fun way to engage residents is by having different contests. For this, go back to figuring out your audience and marketing towards them. Have them enter to win an easy-walker harness in a pet contest, or win a free Fitbit. If you partner with a training company, talk about getting one month of free personal training, etc. The point is to get creative, and again, think outside the box! Capture these potential residents while they are spending more time than ever online. During these unprecedented times, cost-per-click is down and user engagement is way up. Capitalize on these times by getting with your marketing director on new ideas and promotions.

Join us at the Coffee Connection!

The GNAA NextGen committee is holding a coffee connection networking event open to all GNAA members. Share some refreshments and hear from GNAA President - Victoria Tobin!

Thank you NextGen Event Sponsors

Law Office of Hall & Associates • Wheeler Inc.

Tuesday, July 21 • 9:00am - 10:30am

The Shay • 9 City Place • Nashville, Tennessee 37209

Space is limited so sign up today at gnaa.org or email scottmeert@gnaa.org Attendance is complimentary. Reservations are REQUIRED. (First come, first served. NO SHOWS WILL BE CHARGED $10.) 14

Greater Nashville Apartment Association

NEW MEMBERS Apartment Communities

10th and Jefferson Stacy Steele 941 Jefferson St. Nashville, TN 37208 615-291-2881 FAX 615-291-2883 manager.tenthandjefferson@ freemanwebb.com 54 apartment homes Freeman Webb Referred by: Chari Lewis Bristol Park at Riverchase Ada Pollock 100 Riverchase Blvd. Madison, TN 37115 615-855-1711 FAX 615-855-3227 bristolpark@graycoprop.com 300 apartment homes GrayCo Properties Referred by: NAA Cedar Pointe Lori Sartain 100 Timber Trail Columbia, TN 38401 931-840-5613 FAX 931-840-5897 manager.cedarpointe@ freemanwebb.com 112 apartment homes Freeman Webb Referred by: Management Company Columbia Hills Michele Harris 200 McMeen Cir. Columbia, TN 38401 931-380-5262 FAX 931-380-5261 columbiahillsmanager@envolvellc.com 140 apartment homes Envolve Client Services Group Referred by: Envolve

News & Events

Dickson Gardens Blair Brown 501 Candlewood Dr. Dickson, TN 37055 615-375-8349 nlair.brown@envolvellc.com 48 apartment homes Envolve Client Services Group Referred By: Envolve

Suppliers

Overall Creek Kaitlyn Rounsaville 5150 Jack Byrnes Dr. Murfreesboro, TN 37128 615-895-5150 FAX 615-624-7512 krounsaville@ overallcreekapartments.com 384 apartment homes The Simpson Group Referred By: Management company

J&M Blinds and Shades Jim Witte 243 Northcrest Commons Cir. Nashville, TN 37211 615-961-8106 jimw@jandmblinds.com Window treatments Referred by: Rusty Guilliams

Station 40 Kara Wilkinson 610 Sylvan Heights Way Nashville, TN 37209 615-292-4040 FAX 615-297-9587 mgr.station40@bes.com 246 apartment homes Sherman Residential Vie at Murfreesboro Amy Swofford 1345 Wenlon Dr. Murfreesboro, TN 37130 615-439-1339 aswofford@peakcampus.com 216 apartment homes Peak Campus Referred by: NAA

Greenway Waste & Recycling Lacey Smithson 1300 E. 86th St., Suite 90015 Indianapolis, IN 46290 615-506-6204 laceysmithson@greenwaywaste.com Waste & recycling Referred by: Rusty Guilliams

One Heart Cleaning & Maintenance Joseph Reed 199 Spence Ln., Suite 5 Nashville, TN 37210 615-885-6243 joseph@oneheartmaids.com Cleaning; pressure washing; maid service; light maintenance Referred by: Word of mouth Patton Contractors Max Patton 2603 Crump Dr. Nashville, TN 37214 615-927-6521 maxpatton@comcast.net General contractor; complete renovations; business wholesale cabinets Referred by: Word of mouth Strategic Claim Consultants James Houston 3050 Amwiler Rd. Atlanta, GA 30360 404-902-6017 james@stongclaims.com Insurance claims consulting Referred by: Website

! 24 OW F P T H O E K U E S TH D US PIC RAD AT BY EN, AUG T TS Y UR CKE FICES NDA O Y TI OF MO AA N GN ESS O SIN BU

GREATER NASHVILLE APARTMENT ASSOCIATION

2020 Trade Show August 27, 2020

GAYLORD OPRYLAND EVENTS CENTER

APARTMENT/MANAGEMENT COMPANY MEMBERS: GET YOUR TEAMS READY TO STORM THE STAGE! ATTENDEES AND BOOTH CAN

ssociation Greater Nashville Apartment A

2020 Trade Show

Special Thanks To Our Sponsors Gold Sponsors CLEAN QUIK CARPET SERVICE • FERGUSON FACILITIES SUPPLY • LAW OFFICE OF HALL & ASSOCIATES L.I.C.R.A. - NASHVILLE • WINDSOR REDEVELPMENT CORPORATION Food Sponsor FIRST CALL CLAIMS | Official Bag Sponsor XFINITY COMMUNITIESTM Ice Cream Sponsor TRASH CAB | VIP Sponsor SIGNAL 88 SECURITY

Friday, July 31, 2020

Al Menah Shriners Center

1354 Brick Church Pike, Nashville, TN 37207

Registration and Practice: 11:00 a.m. Competition Begins: 12:00 p.m. Awards to follow competition Presented By

It’s time to show YOUR BEST! Registration Fees:

Competition: $25 per person Cheer For Your Team: $20 per person Presenting Sponsor

THANK YOU Local Sponsors

Thank you Title Sponsor!

Greater Nashville Apartment Association

MAINTENANCE

PPE and Summer Maintenance Written by Jeremy Byrd, CPO and Malcolm Eller, CAM® It is crazy to think about how things can change in such a short amount of time. We never thought the day would come when we would have to worry about hand sanitizers and face masks. Now they are constantly on everyone’s mind wherever they go. On top of the daily stresses that come from our jobs, we now we have to worry about COVID-19 and all the procedures that come with it. Here are a few things to remember as our communities are re-opening and getting back to the “new” normal. (Please follow all guidelines put forth by your particular company. This list is not to replace any procedures already in place for you to follow). • If you have been diagnosed with COVID-19, have symptoms, or have been in contact with someone who has or is suspected to have COVID-19, please stay home. This includes employees not coming to work, and residents/prospects not coming to the office or common areas (pool, gym, business centers, etc.). • Make sure all visitors visiting the office, (residents, prospects, vendors, etc.) have a mask on when in the office. • Recommend that all residents wear masks when at any of the common areas. • Limit the number of individuals allowed into common areas at one time. • Have a cleaning plan in place to clean and sanitize all areas throughout the day. This includes wiping down

News & Events

gym equipment, pool furniture, all high-touch areas, railings, bathrooms, etc. • Document when and who performed the cleaning at the scheduled times.

Maintenance • Call ahead. • Ask the questions: Have you tested positive for COVID-19, been in contact with anyone, known to or suspected of having COVID-19 in the past 14 days? Have you had a fever greater than 100.4 degrees? Do you have symptoms of respiratory illness, cough, shortness of breath, difficulty breathing or sore throat? • Will you be home? If so, we ask that you have a mask or that you stay in a separate room while maintenance completes your work order. • Maintenance should wear a N-95 or equivalent mask and gloves when entering a resident’s apartment. We are all in this together, and together we will get through this. These guidelines will most likely be in place for the foreseeable future, so we all have to embrace a new way of doing things. Be flexible and willing to change as new information becomes available. Hopefully this will all be over sooner than later. Stay strong and be there for each other. We will make it through to the other side.

Customer Service for Maintenance Professionals

MEMBER INVESTMENT

August 13, 2020 9:00 am - 12:00 noon GNAA Education Room Join Dwayne Rawls from Wheeler Incorporated as he shares his wealth of knowledge on how to provide excellent customer service as a maintenance professional.

PRESENTED BY

Dwayne Rawls Wheeler Incorporated

Register at www.gnaa.org or email to ginnyjohnson@gnaa.org. NO REFUNDS. NO CANCELLATIONS. (MUST BE PAID IN ADVANCE OF EVENT.)

Greater Nashville Apartment Association, Inc.

Two International Plaza, Suite 201, Nashville, TN 372171 | p: 615.365.3047 | f: 615.365.3571 | www.gnaa.org 18

Greater Nashville Apartment Association

N E T WO R K I N G O P P S 2020 JULY

SUPPLIERS LUNCHEON

MANAGERS LUNCHEON

MAINTENANCE LUNCHEON

GNAA Offices @ 11:30 am

GNAA Offices @ 12:00 Noon

July 8, 2020

July 15, 2020

Getting Ready for the 2020 Trade Show!

How to Market During Difficult Times

Hermitage House Smorgasbord 3131 Lebanon Road, Nashville TN

July 1, 2020

12:00 Noon

Seating is limited to 60. Must be registered in advance.

Guest speaker: Heather Johnson, Pattern SEO

Moderator: Panel of experts

Bugs and Wildlife Removal

Guest speaker: Loyd Owen, Bug Solutions

Thank you to our sponsors!

CORT • Music City Removal Pella Windows & Doors • Rose Paving Silver Linings Concierge

Thank you to our sponsors!

Bug Solutions • Music City Removal

Space is limited! Reservations are required.

Monday

Tuesday Wednesday Thursday

Suppliers Luncheon*

11:30am - 1pm

News & Events Committee*

12-1:30pm

8:45am

JULY

Managers Luncheon*

Friday

GNAA OFFICE CLOSED

HVAC Certification Course*

Saturday

Independence Day

9am - 4pm

Communications Committee* 9am

HVAC Certification Testing*

TNAA Business Exchange Committee*

Maintenance Luncheon

Budget Boot Camp*

Community Service Committee* 9am

Gala Committee*

Trade Show Committee* 10am

Awards Committee*

Next Gen Committee*

9:30am

Hermitage House, 12-1pm 9am

10am

Next Gen: Coffee & Connections* 9am

Webinar: Using Pandemic Lessons 10-11am

9am - 12pm

8:30-9am

Membership Committee*

9am

Membership Breakfast*

Maintenance Mania Sponsor Meeting*

9am

9-11am

Board of Directors Meeting* 11am

Education Committee* 9am

Maintenance Mania Al Menah Shriners Center 11am

*at GNAA office

News & Events

Thank you 2020 GNAA Education Sponsors! Brookside Properties Bug Solutions CORT Elmington Property Management Ferguson Facilities Supply FirstCall Claims

INSTRUCTOR: Shane Gates, Chadwell Supply

Member Investment

199

ONLY

Thursday, July 9, 2020 9:00 am - 5:00 pm

per person

GNAA Education and Training Room

Non-Member $385

07.09.2020 – All-Day Course Instruction 07.13.2020 – Practice Test & Certification Test begin at 9 am

Includes updated HVAC information

Freeman Webb Companies Law Office of Hall & Associates Law Office of Jennifer McCoy The Liberty Group Lighthouse Property Management

This seminar will prepare students for the EPA test. The exam will be given during the class. The HVAC certification is a lifetime certification. Students are encouraged to study the HVAC certification manual before the class. Manuals are now available at the GNAA offices and can be picked up before class.

Lincoln Property Company Universal Media Group

Call to request a Spanish Manual. Instruction will be in English.

Valet Living

SPACE IS LIMITED. REGISTRATION IS REQUIRED.

Wheeler, Inc.

Don’t miss chances for online learning! zoom webinar

zoom webinar

Using Pandemic Lessons

Be a Coach, Not a Boss!

to reach your next generation of customers Hosted by: Dee Wilson, Director of Training and Marketing for Freeman Webb

Wednesday, July 22 @ 10am member investment

Helping you create the best team environment even during trying times. Hosted by: Connie Sue Centrella, “The Pool Lady”

Wednesday, August 12 @ 10am member investment

29.00

Greater Nashville Apartment Association

Supplier Success Sales are about the details!

Cost: $149 Approved for six (6)

Continuing Education Credits

tuesday, August 11, 2020 DWAYNE RAWLS WHEELER, INC.

GNAA Education Room 9:00 a.m. - 4:00 p.m.

Register online at gnaa.org, fax this completed form to GNAA at (615) 365-3571 or email it back to ginnyjohnson@gnaa.org.

Space is limited! No Refunds. No Cancellations. Non-member price is $298. Thank You 2020 Education Sponsors!

Brookside Properties • Bug Solutions • CORT • Elmington Property Management • Ferguson Facilities Supply • First Call Freeman Webb Companies • Law Office of Hall & Associates Law Office of Jennifer McCoy • The Liberty Group • Lighthouse Property Management • Lincoln Property Company Universal Media Group • Valet Living • Wheeler, Inc. News & Events

hey nashville, meet fetch Weâ&#x20AC;&#x2122;re a bunch of eager industry pros who created the first successful custom delivery service for multifamily communities.

scalable solution

increase productivity

repurpose space

premium amenity

We can support the busiest of ecommerce shopping seasons (Cyber Monday).

Your staff can focus on the important things, like leases, not packages.

No need for package rooms or locker banks. Maximize revenue for your community!

High-touch package delivery service designed for multifamily communities by industry pros.

request a quote at fetchpackage.com

delivery drives us.