San Antonio Apartment Association

RESIDENCE The SAAA MAGAZINE San Antonio Apartment Association

November/December 2012

SAAA Launches NEW Website!

www.saaaonline.org

INFORMATION 4 WEBSITE FEATURES

THE RESIDENCE

Go online at www.saaaonline.org

SAAA MAGAZINE

CONTENT

5 NEW BUYER’S GUIDE SECTION Thanks to our loyal Residence supporters

18 2012 BLUE SANTA KICK-OFF Collecting toys now through Dec. 13th

19 WINTER AWARDS GALA December 13th

22 PEP 2013 Information for the 2013 program

25 BUSINESS EXPO 2012 Photos and more photos!

28 THE LEADERSHIP LINEUP 7 Simple Steps

18 2012 BLUE SANTA KICK-OFF Operation Blue Santa is off and running!

29 PAC GOLF TOURNAMENT Photos and winners

31 LEGAL UPDATE Requests, Notices and Demands

35 ON-SITE ORIENTATION Meet Your Residents

36 MAINTENANCE MATTERS Mold!

44 THE VENDOR ZONE Create A Selling Culture

SAAA STAFF

29 2012 PAC GOLF TOURNAMENT Annual PAC Golf Tournament, held at Silverhorn Golf Course

Executive Director | Teri Bilby teri@saaaonline.org Director of Communications | Kimberly Pipes kimberly@saaaonline.org Director of Education | Jennifer Feeler jennifer@saaaonline.org Director of Finance & Operations | Becki Perez-Clark becki@saaaonline.org Director of Government Relations | Hector Morales, Jr. hector@saaaonline.org

San Antonio Apartment Association 7525 Babcock Road, San Antonio, TX 78249, 210.692.7797 or 877.306.4108, Fax 210.692.7277 or 877.316.1984; www.saaaonline.org “The Residence” Magazine is published bi-monthly by the San Antonio Apartment Association, Inc. Circulated free to members. Entire contents are the © Copyright 2012 of the San Antonio Apartment Association, Inc., all rights reserved. The San Antonio Apartment Association, Inc., expressly reserves the right, in its sole discretion, to reject advertising which may subject the San Antonio Apartment Association, Inc., to liability under statutory or common law. Contributed material does not necessarily reflect the views and opinions of the San Antonio Apartment Association. Printed at Shweiki Media on FSC Certified Paper (www.fscus.org/paper).]

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November/December 2012 | www.saaaonline.org

Director of Member Services | Darlene Willis darlene@saaaonline.org Director of Programs and Events | Amy Sanchez, CMP amy@saaaonline.org Executive Assistant | Debbie Humes-Maldonado debbie@saaaonline.org Administrative Coordinator | Rose Espinoza admin@saaaonline.org Legal Counsel | David Fritsche 210.227.2726 | david@lawordf.com

BOARD OF DIRECTORS

PRESIDENT Kelley Liserio, NCP HomeSpring Residential Services 210-682-1500

PRESIDENT-ELECT Renetta Quintana NRP Group 210-487-7878

VICE PRESIDENT David Walker Gratr Landscapes 210-764-7773

TREASURER Mike Rust, CAPS Shelter Corporation 210-767-8104

SECRETARY Allyson McKay, CPM Lincoln Property Company 210-499-0314

PSC PRESIDENT Matt Lusk Impact Floors 210-249-0300

PAST PRESIDENTS

PRODUCT SERVICE COUNCIL MEMBERS AT LARGE

Mark Hurley - Highland Commercial Properties Donna Schmidt, CPM - Fogelman Management Group

Liz Johnson - Alamo City Recovery Joe Anthony Guerrero - Bexar Towing Nicole Plummer - CORT April Chapman, CAS - The Liberty Group Tiffany Koch - Lone Star Carpet Cathy McCoy - Time Warner Cable Past President - Nancy Payne, CAS - ForRent Media Solutions

OWNER DIRECTORS Celine Williams - Alpha-Barnes Real Estate Steve Ross - Bob Ross Realty Debbie Wiatrek - Capstone Real Estate Services Juan Carlos Suarez - Domit Management Julie Agne-Highsmith - Embrey Management Services Ryan Wilson - Franklin Development Properties Cheree Allee - Greystar Real Estate Partners Jody Marquez - Implicity Management Amber Edwards - Resource Residential

______________________________________________________

TEXAS APARTMENT ASSOCIATION

Delfina Aguilar - Appliance Warehouse April Chapman, CAS - The Liberty Group Scott Milgrom - Signs Now Mary Tranchell - Vamvoras Plumbing

President - Scott Wilder, CAPS Vice President at Large - Mark Hurley Delegates - Mark Hurley; Kelley Liserio, NCP; Matt Lusk;

Allyson McKay, CPM; Renetta Quintana;

Mike Rust; Donna Schmidt, CPM Alternates - Delfina Aguilar; Nancy Payne, CAS; Marc Ross;

Steve Ross; Cheree Allee ______________________________________________________

LIFETIME BOARD MEMBERS

NATIONAL APARTMENT ASSOCIATION

Barbara MacManus, CAM, CAPS, CPM, Mac Real Estate Bob Ross, Bob Ross Realty (Dec.)

Chairman - Jerry Wilkinson, CAPS, CCIM Regional Vice President - Mike Clark Delegates - Mark Hurley; Kelley Liserio, NCP; Renetta Quintana;

Steve Ross; Donna Schmidt, CPM Alternates - Allyson McKay; Marc Ross; Mike Rust

ASSOCIATE DIRECTORS

PRODUCT SERVICE COUNCIL BOARD President - Matt Lusk - Impact Floors President-Elect - Delfina Aguilar - Appliance Warehouse Vice President - Scott Milgrom - Signs Now Secretary - Mary Tranchell - Vamvoras Plumbing

www.saaaonline.org | November/December 2012

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NEW SAAA WEBSITE

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November/December 2012 | www.saaaonline.org

RESIDENCE The SAAA MAGAZINE

New

BUYER’S GUIDE SECTION Please spend some time reviewing the information from these loyal Residence Magazine Supporters

Let them know you found them in the SAAA Residence Magazine!

www.saaaonline.org | November/December 2012

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www.colorsunlimited.org

November/December 2012 | www.saaaonline.org

www.hsrconstruction.com www.saaaonline.org

| November/December 2012

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November/December 2012 | www.saaaonline.org

www.prolinepaving.com

www.saws.org

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www.centuryac.com

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November/December 2012 | www.saaaonline.org

www.coinmach.com

www.CrimeCleanofTexas.com

www.bgstaffing.com

www.supplyhq.com

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www.rotorooter.com/rrba

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www.homespringresidential.com

November/December 2012 | www.saaaonline.org

www.meyersmithinc.com

210.826.1777

Landscape Management Services • Lawn and landscape maintenance • Professional landscape design • Landscape installation Irrigation Services • Irrigation repair • Irrigation installation Tree Services Serving the • Pruning San Antonio Area • Removal/ Since 1983 Stump grinding • Demossing • Insurance claims

www.hsrconstruction.com

www.signswestaustin.com

Marti Parker San Antonio/Austin

Order Desk: 800-267-2985

Mobile: 210-854-7031

Serving Texas for Over 30 Years!

• Replacement • Renovations • New Construction • • Saturday Installs • One-day, Next-day Service •

www.dixiecarpet.com

www.ucscompanies.com

www.theprg.org

www.rbrpics.com

VISIT THESE ADVERTISERS ON THE INSIDE BACK COVER AND BACK COVER:

www.tpiinc.com

www.rasafloors.com www.saaaonline.org | November/December 2012

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PRESIDENT’S MESSAGE

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November/December 2012 | www.saaaonline.org

DIAMOND SPONSORS

210-325-7155 apartments.com 210-648-0799 alamocityrecovery.com 210-499-5998 • apartmentguide.com

210.348.0346 • bgstaffing.com

210-590-6200 bexartowing.net

210-615-8264 cort.com

210-697-9200 coinmachcorp.com

210-377-3116 forrent.com

281-261-6334 dixiecarpet.com

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November/December 2012 | www.saaaonline.org

210-764-7773 gratrlandscapes.com

DIAMOND SPONSORS

800-431-3000 hdsupply.com

210-525-7966 thelibertygroup.com

512-836-9311 lonestarcarpets.com

210-389-9216 impactfloors.com

210-212-4444 rasafloors.com

210-520-6699 signsnowsa.com 210-257-0000 redicarpet.com 210-582-9586 twc-sa.com

210-341-2004 vamvorasplumbing.com

210-734-0000 worldwidepest.com www.saaaonline.org | November/December 2012

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ANNOUNCEMENTS CONTACT To find out how to participate in Operation Blue Santa, contact Darlene at 210.692.7797.

OPERATION

BLUE SANTA Thank you to the following companies and individuals for donating to the Blue Santa Kick-off Party!

Bexar Towing Cort Criterion Brock Diamond Management Going Green HD Supply The Liberty Group Redi Carpet Shweiki Media Special Thanks to Shelly Miles and Cleto Rodriguez Texas Tide Band from WOAI for attending our event and to Evil Olive Time Warner Cable on Thousand Oaks for hosting!

NEW MEMBER SPOTLIGHT

WELCOME TO THE SAAA FAMILY! CC Construction Services, LLC offers both interior and exterior rehabilitation services for Multifamily, Commercial and Residential properties throughout Texas and is committed to building long-term relationships based on integrity, performance, value, and client satisfaction. With 24 years of construction trades experience, CC Construction Services, LLC has been assisting property managers, owners and developers for the past 3 years with our expertise to undertake large rehabilitation projects with multi-lateral scheduling and conforming to strict deadlines. Our vast experience gives us the understanding and know-how to finish projects efficiently, promptly and at minimal cost. We strive to conduct our business with the highest level of integrity and take pride in the quality, reliability and service we provide to our clients. We are excited to be a part of the San Antonio Apartment Association and hope we have the opportunity to make CC Construction Services, LLC your construction project partner. Tom Burghart – President Diane Reyna – Sr. Operations Manger

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November/December 2012 | www.saaaonline.org

DECEMBER EVENT

Join us

as we celebrate our members and volunteers, and present awards for the following: Property of the Year* Regional Property of the Year* Property Manager of the Year* Maintenance Professional of the Year* Leasing Professional of the Year* Independent Owner of the Year* Diamond Sponsors Olin Steele Award Nominees

Stanley Hammer Membership Top Recruiters of the Year PSC Horizon Award PSC Member of the Year Award President’s Award Instructor of the Year Super Star Awards Committee Chairpersons

SAAA Members, this is your opportunity to shine!

We want to recognize your hard work and contributions to our industry!

Thursday, December 13th 7:00 p.m. Dinner & Awards Ceremony (Semi-formal attire recommended)

Entertainment Provided! Bring a toy for Operation Blue Santa! $40 per person (pre-registered), $45 at the door or purchase a table of 10 for $450 (pre-registered)

UIW Skyroom • 847 E. Hildebrand, San Antonio, TX 78212 Log on to www.saaaonline.org to register!

www.saaaonline.org | November/December 2012

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NEW MEMBERS

MEMBERSHIP

For questions regarding your membership, visit www.saaaonline.org

Join us in welcoming our

NEW MEMBERS to SAAA! VENDOR MEMBERS: Appfolio, Inc. Melissa Kumnick 50 Castilian Dr Goleta, CA 93117 (805) 308-6272 Appfolio.com ARS Contractors Ramiro Chavez 125 Walsh Street San Antonio, TX 78212 allreadyservices.com

Fine Shining Professional Cleaning Services Michelle Hutson PO Box 96 Schertz, TX 78154 (210) 417-4554 Fineshining.com

C & Z Enterprises Steve Marion 212 Arvin Dr. San Antonio, TX 78209 (210) 241-7336 Candz.us

Fire & Life Safety America David Hoel 144 Windy Meadows Schertz, TX 78154 (210) 637-0436 Flsamerica.com

Carter-Young Inc Steve Carter 1500 Klondike Rd #A-210 Conyers, GA 30094 (678) 995-4242 Carter-young.com

Fit Supply, LLC Hugh Plitt 407 113th Street Arlington, TX 76011 (800) 371-1602 Fitsupply.com

CC Construction Services Thomas Burghart 8603 N New Braunfels San Antonio, TX 78217 (210) 826-7771

Heavenly Gourmet LLC Loretta Ortiz 3131 Nacogdoches Rd. #111 San Antonio, TX 78217 (210) 496-9090 Heavenly g.com

Crestmark Construction Services Brenda Nite 1213 Shepherd Drive Houston, TX 77007 (866) 918-8780 Crestmarkservices.com

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Econo Move & Storage, Inc. Rudy Sendejo 408 W Nakoma San Antonio, TX 78216 (210) 637-6100 Ecomoveandstorage.com

KoolCote Corky Hume 4674 Priem Ln Ste 105 Pflugerville, TX 78660 (210) 637-5740 Koolcote.com

November/December 2012 | www.saaaonline.org

Moen Incorporated Joe Schmittle 31315 Capella Circle Tomball, TX 77375 (713) 806-0077 Precision Life Safety Services David Fahrenthold 7111 Eckhert San Antonio, TX 78238 (210) 680-7211 STW Group Steve Brown III 20614 Stone Oak Pkwy #1127 San Antonio, TX 78258 (210) 957-7935 Stwgroup.net Statewide Patrol, Inc Christopher Bila 8626 Tesoro Dr. Suite 504 San Antonio, TX 78217 (210) 979-6400 Statewidepatrol.com Texacraft Tropic Craft Susan Leigh PO Box 974 Sugar Land, TX 77487 (800) 231-9790 Winstoncontract.com

OWNER/MANAGEMENT MEMBERS : Darlene & Jon Kjoller 993 Rosemary New Braunfels, TX 78130 (830) 625-1064 Michigan Avenue Real Estate Group Chris Mastin 25006 Estancia Cir San Antonio, TX 78258 (210) 481-5050 Broadway Developments Maria Cantu 1915 Broadway San Antonio, TX 78215 (210) 444-1915 Broadwaydevelopments.com

E.T Builders, LLC Roger Hopkins 2405 Lifehaus, S 205 New Braunfels, TX 78130 (830) 743-2864 Etbuilds.com

Merge Management Amy Farmer 270 N. Denton Tap Rd. #100 Coppell, TX 75019 (972) 462-0111 Mergemanagement.com

ANNOUNCEMENTS

2013 INSTALLATION OF OFFICERS DATE: January 17, 2013 TIME: 6:00 p.m. Reception; 7:00 p.m. Dinner & Ceremony COST: $35 per person (pre-registered), $40 at the door LOCATION: The Club at Sonterra Online registration opens November 22, 2012 at www.saaaonline.org

Don’t miss the opportunity to support your 2013 SAAA Board of Directors

EVENTS For questions regarding any SAAA Event, contact Amy Sanchez at 210.692.7797

INDUSTRY ACHIEVEMENT AWARDS DATE: February 28, 2013 TIME: 6:00 p.m. Dinner & Ceremony COST: $35 per person (pre-registered) $40 at the door LOCATION: The Venues at Valero Online registration opens January 3, 2013

PAC CLAY SHOOT Start the year off with a BANG at the First Ever PAC Clay Shoot!

CASINO NIGHT!

DATE: January 25, 2013 TIME: 12:00 p.m. - 6:00 p.m.

COST: Player registration $150 per person Spectator registration $75 per person LOCATION: National Shooting Complex

DATE: February 28, 2013 TIME: 8:00 - 10:00 p.m.

COST: Free admittance for on-site, owners and mangagement companies LOCATION: The Venues at Valero

For sponsorships, contact Amy Sanchez at amy@saaaonline.org.

Varying levels of sponsorships will be available.

Contact amy@saaaonline.org for information.

For shooter & spectator registrations, contact Hector Morales at hector@saaaonline.org www.saaaonline.org | November/December 2012

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/////////////// ////////////////// // // // // // // // // //

d to You can’t affor pce ex is th iss m nity! tional opportu mitted SAAA is com you to providing ation the best educ possible...at an ice! affordable pr

n a l p p e p e th 01

SAAA

02 CURRICULUM Presented by:

SAAA is proud to be one of Professional Curriculum... the “Big Five” local The 2013 Professional associations in Texas.

Education Program (PEP) Chartered in 1964, SAAA is is designed to provide a non-profit trade organiadditional value to your zation serving 21 counties. Association membership.

Currently, the Association A carefully planned variis made up of more than ety of quality instruction 1,500 multi-family memhas been implemented to bers and over 350 indusmeet the needs of all try related product and multi-family personnel. service members. SAAA All PEP approved courses prides itself in offering qualify for continuing professional education education credits (CEC’s) opportunities for all our from the National members from owners to Apartment Association maintenance personnel Education Institute (NAAEI). and everyone at any staffNovember/December level.

2012 | www.saaaonline.org

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03 INSTRUCTORS Experienced Instructors...

SAAA instructors are highly qualified professionals who bring years of industry knowledge and a wealth of personal experiences with them. Each incorporates a high level of creativity, enthusiasm and resourcefulness to ensure that students receive the most from their training.

To view the 2013 PEP Brochure, including the Class Schedule, go to www.saaaonline.org and click on the Education/PEP tab

! g n i c i r P e l b a d r o f f A 04 SCHEDULES

05 REGISTRATION

06 PRICING

Convenient Schedules...

Typically, courses are offered Tuesdays, Wednesdays and Thursdays during the morning hours. Most seminars are presented in half day sessions, thus eliminating significant time away from the workplace.

Class locations will vary, please refer to each individual registration form for specific location and time details.

Easy Registration...

The PEP program has been designed to be affordable and valuable to our apartment community members. For example, Main Street Apartments pays the one-time PEP tuition*; throughout the year, the manager, assistant manager, leasing consultants and maintenance personnel can attend any PEP approved class at no charge or at a reduced cost. PEP subscribers will be required to complete a registration form for each class they are planning to attend.

Pricing...

SAAA members choosing not to become PEP subscribers may register individually for any course throughout the year for a single class fee. Each class has a specific cancellation date and all registrants are expected to adhere to the cancellation policy and will be responsible for fees accordingly.

*Pricing Per Year: 0-99 units = $199 100-200 Units = $399 201+ units = $525 www.saaaonline.org | November/December 2012 23

ANNOUNCEMENTS

2013

COOK-OFF Come to the Chili Cook-off!

DATE: March 23, 2013 TIME: 3:00 - 7:00 p.m.

COST: $25 per person (pre-registered) $30 at the gate LOCATION: Helotes Fairgrounds

CHILI COOK-OFF

Online registration opensJanuary 26, 2013 at www.saaaonline.org Sponsorships will be available - contact amy@saaaonline.org

2013

MAINTENANCE MANIA Make plans to attend the 2013 Maintenance Mania Competition!

DATE: March 23, 2013 TIME: 12:00 - 5:00 p.m.

LOCATION: Helotes Fairgrounds 24

More details to follow!

November/December 2012 | www.saaaonline.org

BUSINESS EXPO

2012 BUSINESS EXPO THURSDAY, SEPTEMBER 20TH Expo Hall at the Freeman

Great turnout at our new location!

Thanks to everyone who exhibited and attended this year! www.saaaonline.org | November/December 2012

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BUSINESS EXPO

Presented by:

MARK YOUR CALENDARS FOR NEXT YEAR’S September 19, 2013

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November/December 2012 | www.saaaonline.org

EXPO!

BUSINESS EXPO

CONGRATULATIONS TO OUR BOOTH WINNERS! Best Single Booth: Colors Unlimited Best Multiple Booth: Coinmach

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THE LEADERSHIP LINEUP

7 SIMPLE STEPS THAT WILL TURN YOU INTO A POWERFUL LEADER

You don’t have to be in a position of authority to be a leader. Conversely, just because you have authority doesn’t mean that people will follow you. You must be a leader to get others to follow you.

There are many books on leadership. They can have lots of great examples and in-depth explanations, but sometimes you just need something simple to help you focus on the essentials. This article intends to do just that.

These are the habits that will help you and your team achieve great things if you focus on them.

GOALS Make it simple and easy for your team to understand the mission and to understand their part in achieving it.

Concise Goals. Keep them simple and easy to understand. Focus your team on as few goals as possible.

Communicate the team’s goals often and through various means (team meetings, individual meetings, emails, posters, slogans). And then do it some more.

Track progress on goals. Involve team players in tracking the goals so that they own the results.

MOTIVATING PEOPLE What you reward, gets done. It’s that simple. Incent team players to do the tasks that are most critical for reaching the team’s goals. Make sure the rewards are meaningful to people. Understand each player and what they want from their job and in life. That’s how you’ll know how to reward them.

Praise, thank, and recognize big and small contributions by individuals. Do this often and then do it some more.

Set high expectations. People will live UP to or DOWN to the expectations you set. Set them high and you’re saying, “I believe in your ability to do great things!”

Empower people by delegating responsibility. Celebrate team accomplishments often.

Encourage fun. Make the work place a fun place to be.

Yes, work needs to get done but short fun breaks can make all the difference in the culture of your team.

Pride. Foster a sense of pride in your team. As a team you could establish a mascot, create a team chant, and have a meeting that is focused solely on each individual’s strengths and the team’s overall strengths.

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WALK YOUR TALK You need to practice what you preach. This is how you establish trust and credibility. Model the way by participating in the team’s tasks as much as your position allows.

Be honest. Deliver on your promises. Actions speak louder than words.

Challenge yourself. Do your best (and then some) just like you ask your team to do their best.

Speak up. Just like your team members sometimes need to let you know what they’ve done in order for you to be able to recognize and praise them. They, in turn, need to know what you’ve been working on and what you’ve accomplished. So find ways to communicate this, modeling this key behavior.

Stay sharp. You need to be competent for others to follow you. If you’re not improving, you’re falling behind.

Always be learning and keep on top of the latest skills, technology, and knowledge in your field.

Inspire through a combination of unwavering positive future vision. Commit to improve things along the way that will make that positive vision a reality.

Ability to bootstrap as necessary when resources are tight.

PROCESS POWER Good process is like having a high performance machine. Sloppy process makes things fall apart. So be sure to establish these key habits with your team.

Establish routines. Do this for the team and also work with each individual to come up with their own high productivity routines. These are routines that dictate what work is done when.

Establish processes for all the tasks that are done repeatedly. It takes time to set up at first, but after that it will pay off in saved time and less errors. Processes describe how work is done and might involve systems for doing the work.

Task assignment. As much as possible, assign tasks according to the strengths of each teammate.

November/December 2012 | www.saaaonline.org

CHANGE Embrace change by seeking it out. This will tread a path for your teammates to follow.

Change routines quarterly. Look for better ways to achieve the team’s goals.

Take risks. Don’t be afraid of failure. No one ever reaches great heights without a few failures.

Learn. Learn as a team from failures. “How can we improve it the next time?”

Encourage team members to take smart risks too by making it safe to fail. Focus on learning from past experiences and building upon them to find better solutions.

ADVOCACY Support your team and they’ll support you. Promote your team members. Make sure others outside your team know about the individual team members’ successes. You want your team members to excel and even graduate away from your team possibly. Don’t worry. If your team is great there will be plenty of others who will want to join! This natural turnover of team members is like the renewal of cells in your body. It is necessary and healthy.

Promote your team. It’s your job to market the great accomplishments of your team in order to get the rewards, recognition, and resources that your team deserves.

Fight for the most important resources and changes that will benefit your team and the organization overall.

Remember to pick your battles wisely.

Written on 11/7/2007 by K. Stone, the author of of Life Learning Today, a blog about daily life improvements.

GOLF TOURNAMENT

2012 PAC GOLF TOURNAMENT WEDNESDAY SEPTEMBER 19TH Silverhorn Golf Course

Thanks to everyone who sponsored and played in this year’s tournament!

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GOLF TOURNAMENT

Presented by:

CONGRATULATIONS TO OUR WINNERS! 1ST FLIGHT

2ND FLIGHT

3RD FLIGHT

1st Place: G&W Flooring Sills, Barbee, Grabarkewitz, Holman 2nd Place: 1st Choice Management Group Humes, Rippeto, Farriss, Leitch 3rd Place: Waste Management Sandoval, Perez, Cooley, Lopez

1st Place: Bob Ross Realty Team Stern, Stanley, Biggs, Loeffel 2nd Place: Rasa Floors Lopez, Garza, Lewis, Carroll 3rd Place: CORT Koch, Avila, Perrenoud, Wunch

1st Place: Maintenance Supply HQ Karol, Ward 2nd Place: Maintenance Supply HQ Dziadon, Jason, Bookout, Fern 3rd Place: Lonestar Carpet Team Koch, Leeper, Liserio & Moerbe

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November/December 2012 | www.saaaonline.org

DAVID FRITSCHE |

LEGAL UPDATE LAW OFFICES OF R. DAVID FRITSCHE | SAAA LEGAL COUNSEL

www.saaaonline.org | November/December 2012

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LEGAL UPDATE

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November/December 2012 | www.saaaonline.org

LEGAL UPDATE

www.saaaonline.org | November/December 2012

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LEGAL UPDATE

Š 2012 R. David Fritsche Law Offices of R. David Fritsche does not intend for the information contained in this article to be a substitute for legal advice; you should obtain counsel from your attorney regarding the information contained herein.

David is an attorney with The Law Offices of R. David Fritsche, General Counsel to the San Antonio Apartment Association, Inc., and engages in the practice of landlord/tenant law and civil litigation. He can be reached at (210) 227-2726, facsimile (210) 227-5550, e-mail david@lawordf.com.

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November/December 2012 | www.saaaonline.org

ON-SITE ORIENTATION

MEET YOUR RESIDENTS TREAT THEM LIKE FAMILYOR by: Craig Harrison

H

ow much do you know about your residents? Do you know what makes them happy? Mad? Restless? Let’s face it…you should! Properties often operate in ignorance of what their residents like or dislike, ignore and abhor. To ensure retention, pay attention!

of the problem • Staff with surly or superior attitudes who are condescending • Lack of empathy • Taking residents for granted • Being nickel and dimed!

• Adhering to the letter of the law as opposed to the spirit of the law

The Basics: What Residents Love

How We Can Win Points With Residents

• When you know them, remember them by name and remember their preferences • To be treated with respect • To feel special • To know you’re accountable when problems arise • The ability to reach a live voice or person when problems arise • To receive a little something extra, for their money’s worth

The Basics: What Customers Hate

• The runaround — and having to repeat one’s predicament repeatedly • Complicated voice mail systems • Ignorant staff • Apathetic employees • Being put on hold • Being left on hold • Being disconnected after holding • Poor routing of their phone call to the incorrect person • Repeatedly hearing how important their patronage is while on hold indefinitely • Canned e-mail responses that are unresponsive or miss the particulars

• Exceed their expectations!

• Anticipate their needs even before they do • Proactively head off problems before they occur • Advocate for your residents with management • Provide full service — offering one-stop shopping for a myriad of needs • Make doing business with you fun and easy • Don’t make requests problematic to address • Grow with your residents • Treat them like royalty and employ a touch of class in your interactions

Your Next Steps

• Audit your sales and customer service process; look for ways to streamline both for your residents’ convenience.

• Make sure you know your product lines inside and out.

• Poll your residents to uncover new ways to better serve them.

• Create a marketing plan for keeping in front of your residents: e-zines, ads, invites, demos, sales and courtesy calls, focus groups and other mechanisms.

• Review your returns; look for patterns and trends. Fix systemic flaws in your systems.

• Seek to reward devoted, long-term residents for their loyalty.

• To the extent possible, meet and better acquaint yourself with your residents so they’re more than a number or account name.

Don’t treat residents like dreaded in-laws.

Treat them like beloved family and they’ll stay with you for a long time!

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MAINTENANCE MATTERS

MOLD!

THE MOST IMPORTANT THINGS TO KNOW ABOUT ITR by: Pam Rumley

• Reduce indoor humidity to 30-60% to decrease mold growth by:

M

olds are part of the natural environment...and is certainly a problem in Texas. Outdoors, molds play a part in nature by breaking down dead organic matter such as fallen leaves and dead trees. But indoors, mold growth should be avoided. Molds reproduce by means of tiny spores. These spores are invisible to the naked eye and float through the air. It may begin growing when the spores land on surfaces that are wet. There are many types of mold...but none of them will grow without water or moisture. Some molds can be deadly.

Take care to safeguard your property.

10 THINGS YOU SHOULD KNOW ABOUT MOLD:

1. Venting bathrooms and clothes dryers to outside.

2. Use air conditioners and de-humidifiers

3. Increase ventilation

• Run fans and open windows when available

4. Use exhaust fans

Many times you can smell mold and mildew.

It may be hidden in places such as the backside of drywall, wallpaper or paneling. Or under the carpet...or inside ductwork. Just about anywhere! I’ve seen many laundry rooms that have major issues...mold visibly growing up the wall. Basements are likely places for mold to grow...sometimes undetected.

• Clean and dry any damp or wet building materials and furnishings • Clean mold off hard surfaces with water & detergent...then dry completely. Absorbent materials such as moldy ceiling tiles should be replaced.

• Reduce the potential for condensation on cold surfaces such as windows, piping, exterior walls, roof or floors by adding insulation.

• Do not install carpeting in areas subject to moisture.

• Mold can grow on paper, wood, carpet and foods.

• The way to control mold is to control moisture.

Many people are sensitive to mold. Symptoms can be nasal stuffiness, eye irritation, wheezing or skin irritation. More serious allergies will have more severe reactions. People with chronic lung illness may develop mold infections in their lungs. So, it’s very important to clean any mold that is present and be aware of the causes and eliminate them.

• If mold is present inside, you must clean up the mold and eliminate sources of moisture.

Texas tends to be humid year-round...so it’s always important to consider mold prevention.

• Fix the source of the water problem to prevent mold growth.

MOISTURE CONTROL IS THE KEY TO MOLD CONTROL

• Potential health effects and symptoms associated with mold exposure include allergic reactions, asthma and other respiratory problems.

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• Make sure the ground slopes away from the property so that water does not enter a crawlspace or collect around the foundation.

November/December 2012 | www.saaaonline.org

• Keep air-conditioning drip pans clean and the drain lines unobstructed and flowing properly.

• Fix all water leaks promptly.

Minor clean up can be done with a mild bleach solution...about 1/4 cup to a quart of water.

Repeat after a few minutes. Then apply a borate-based detergent and do not rinse. You will have to read the ingredient list to find borates.

Always be sure to wear rubber gloves and goggles when cleaning mold.

Many species of mold are toxic...and these are known carcinogens. Severe exposure can lead to internal bleeding, kidney and liver failure and pulmonary emphysema.

Following these measures will prevent mold from ever being a problem on your property!

We spend so much time at our properties and it’s very important to safeguard our residents from as many toxins as we can.

IRO CORNER

WHAT QUESTIONS SHOULD YOU ASK YOUR INSURANCE AGENT? by: Jason Hall

When a claim happens, the insurance company is going to look to your policy to determine what coverage you are entitled to.

Understanding the key elements of your insurance policy before buying it is essential to avoid being surprised by an uncovered loss. Here are some questions you should ask your agent: 1. Does the coverage provide Replacement Cost or Actual Cash Value?

Property policies are generally offered with two valuation options: Actual Cash Value or Replacement Cost. The cost and benefits can differ substantially.

Simply defined, actual cash value is the replacement cost minus depreciation. When a policy includes this provision, an adjuster will settle the claim by first determining the cost to repair or rebuild the property to new condition using new materials. He then includes a depreciation factor to the settlement amount to reflect the actual condition of the property before the claim.

Typically, the amount of the depreciation is calculated by determining what percentage of the useful life of the damaged item remains.

For example, if a hailstorm totals a 30 year shingle that was installed 15 years ago, the adjuster will determine the cost to replace the roof, and then depreciate the settlement by half. (15 years left on a 30 year shingle).

An alternative to Actual Cash Value is to purchase Replacement Cost coverage. It costs more, but once you have the work completed, the insurance company will reimburse you for the depreciation. In other words, the property will be in “like new” condition, without the owner having to pay for the betterment.

2. Are the policy limits dedicated to my property, or are they shared among other owners?

With traditional property policies, the own-

er has a contract with the insurance company to pay for the damages caused by a covered peril to covered property (subject to terms & conditions outlined in the policy). The insurer guarantees that the money needed to meet its obligation will be held in reserve specifically for your property, regardless of any other claims they sustain.

The quality of that guarantee can be evaluated by reviewing the company’s financial strength ratings from a variety of sources such as A.M. Best, Standard & Poor’s, Moody’s or Fitch.

By contrast, shared limits programs have become popular in recent decades. Often just referred to as a “Program,” policies are issued in the name of a program administrator, rather than to a specific property.

Shared limits policies work by aggregating a large number of properties and leveraging the economies of scale to negotiate better rates in the marketplace. It’s similar in concept to purchasing shares of a mutual fund, rather than purchasing a single stock. The program administrator will purchase very large property limits for unspecified locations at discounted rates. The administrator then reviews and accepts membership applications for the program based on its underwriting criteria. The policy limits are shared among the participants.

The actual limit purchased by the administrator will be determined by evaluating the probable maximum loss for the portfolio of properties. As participants enter and leave, this limit should be monitored and revised to insure adequacy.

Premiums may be more affordable than a single owner could negotiate on your own, and many programs are able to offer unique coverages that might otherwise be unavailable to a single buyer.

There are a few potential drawbacks to working with programs, to keep in mind.

For example, because of the ever changing

membership, it is critical that the administrator monitor the changes to maintain adequate limits. In the event of a catastrophic claim affecting multiple members, if the policy limits prove to be inadequate, you could find yourself without enough coverage for your claim.

Furthermore, because it is difficult to determine how many properties are sharing the limits, many lenders have decided not to accept coverage provided by a program.

In general, a well administered program can offer favorable pricing and terms, but you should ask your agent about all of the pros and cons of the particular program you are considering.

3. Is coverage provided for loss of income in the event of a claim?

Business interruption coverage, often referred to as “loss of rents” coverage, pays for the income your property would have collected, but didn’t due to damage making it uninhabitable. The loss must usually exceed 72 hours (aka the waiting period) and you must be able to substantiate the amount you claim.

Also, because policies will vary, you should ask your agent how your claim could be af-

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IRO CORNER

The Independent Rental Owner Professional (IROP) designation program is offered to the rental owner who manages their personally-held multifamily property or properties.

The independent rental owner serves several roles in property management, public relations specialist, administrator, chief financial officer, marketing director and operations manager. Independent rental owners who take the IROP course will learn the the many business practices of professional property managers and can now earn the IROP designation after completing the course of study and passing the online exam. With the help of other independent rental owners who devoted their time and expertise to this program, you will receive an “insider’s view” of property ownership and management practices.

Some of the benefits of earning the IROP designation are: - Improving the efficiency of your operation - Sharing industry best practices that have been developed over time by regional and national apartment management companies - Making you aware of federal laws and regulations that you must comply with to avoid fines and penalties - Demonstrating ways to increase income and reduce costs Among the updated content in the Independent Rental Owner Professional course: - Media relations - Personal safety - Emergency response and disaster planning - Human resource management - Physical versus economic occupancy - Alternative income opportunities - Scheduling move-ins/outs - Lease terminations (military and domestic violence situations) - Key control - Resident and neighbor relations

Subjects include:

Ownership and property management Employees Preparing the property Rent Marketing Applications Screenings Rental agreements and leasing forms

- Moving in - End of the lease - Resident problems - Evictions - Resident retention - Taxes - Protecting your investment - Section 8

Earning the IROP Designation: Independent rental owners who complete the IROP course can now earn the IROP designation/certificate by taking a 65-question, multiple choice online exam.

For more information on earning the IROP designation, contact Direction of Education, Jennifer Feeler at 210.692.7797 or jennifer@saaaonline.org

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November/December 2012 | www.saaaonline.org

For information on the IRO Committee, please go to our website at www.saaaonline.org, click on the Committee tab and then on the IRO Committee tab

Upcoming Committee

Meetings

November 2 10:30 a.m. - SAAA December 7 10:30 a.m. - SAAA

IRO CORNER fected by having less than 100% occupancy.

4. Is there a coinsurance provision?

Coinsurance is a provision within a property policy that provides for a percentage penalty, determined at the time of loss, for undervaluing the property. In essence, coinsurance mandates that. This can sometimes be confusing to an owner due to confusion between “market value” and “replacement value.” Market value is a variable that is not part of the insurance equation. Insurers are solely interested in the cost to rebuild; it is what they are insuring.

If your policy has a coinsurance provision, and your limits are insufficient, the amount of money you can recover after a claim will be reduced. However, many companies will agree to waive the coinsurance provision, or offer an agreed amount option, if certain conditions are met when the policy is purchased. Talk with your agent about your options.

5. What are the exclusions?

Not all policies are created equally. Insurance companies will customize policies to match their appetite, and add exclusions to policies to eliminate exposures they don’t want to cover. For example, depending on the location, many property policies exclude coverage for wind and hail. General liability policies may exclude assault and battery or punitive damages, etc.

Still other policies may include warranties, which require you to maintain certain conditions to validate policy coverage. For instance, most companies require all aluminum wiring to be remediated. Others may require that vacant units must be kept above 320.

Furthermore, most property policies have provisions that will drastically reduce coverage if the property is vacant. Always be clear about the exclusions and warranties before you agree to purchase a policy.

6. Is coverage provided on a blanket basis, or is a margin clause available?

If you have multiple properties or if you have properties that have multiple buildings, you will often benefit from requesting blanket coverage. Unlike traditional “specific” scheduled property insurance, blanket policies provide coverage for multiple buildings, or multiple locations all under a single limit.

One major advantage of a blanket policy is that in the event of a covered claim, your total policy limit is available, rather than just the value reported per building. So, you have more dollars available to settle a claim on a single building that may have been inadvertently underinsured if it had been scheduled individually. And if you calculate the limits efficiently, it could reduce the amount you have to purchase, thus lowering your premiums.

If your insurance company doesn’t offer blanket limits, you may be able to request a margin clause. Simply defined, a margin clause is a provision that states the most you can collect for a loss, is a specific percentage of the value reported to the company. The maximum is normally stated as a percentage greater than 100%, such as 110% or 125%. This means you could collect more than you actually scheduled, which provides some flexibility if the limit proves to be too little.

7. Do deductibles apply per building, or per location?

Deductible options also vary among insurers. Some policies have a deductible per location and/or per occurrence, while others may be issued on a per building basis. It may seem like a subtle difference, but the impact could be substantial.

For example, if a hailstorm were to damage 2 roofs at a location with 10 buildings, a “per building deductible” would mean that you would only have to meet the deductible for the buildings that were actually damaged. By comparison, a “per location deductible” has a deductible based on your entire property. This would likely be a substantially higher deductible, and could also result in your deductible being greater than the damage done to a single building.

8. Does it meet my lender requirements?

The insurance marketplace is constantly evolving, and has changed drastically over the past 18 months. Some of the coverages that are required by lenders, that were readily available when loans were originated over the last 5 years, are either no longer available, or financially prohibitive.

Furthermore, many lenders have failed to keep up with the changes in the marketplace, and that can create a hardship in satisfying the terms of your loan. So, it’s a good idea to review your lender’s requirements with your agent to make sure that

you are either compliant, or that you have a plan to address it.

9. Are the limits adequate?

Your agent should be able to work with you to determine if the limits you carry are reasonably in line for your property. Most agents have software that can estimate replacement costs and can help you get a good approximation of replacement values. Compare that with the limits you are purchasing to make sure you’re in line.

You should also review your liability limits.

Ask yourself, “Do I have enough liability coverage to protect myself?” “What size verdicts are juries awarding against landlords like me?”

While this is much more subjective than determining the appropriate property limits, it’s every bit as important. It may be helpful to benchmark your limits with other similar landlords, or just ask your agent to show you higher limits. Liability coverage is relatively inexpensive and you should consider purchasing the highest level of liability limits that you can afford. Again, ask your agent for benchmark comparisons to other clients that have your similar profile.

10. What triggers coverage (basic, broad, special)?

Insurance companies will only respond to a claim, if it is caused by a covered peril.

There are three standard policy forms to consider: • Basic – provides coverage for only: Fire, Lightning, Explosion, Windstorm or Hail, Smoke , Aircraft or Vehicles Riot or Civil commotion, Vandalism, Sprinkler leakage, Sinkhole collapse, Volcanic action • Broad – provides coverage for all of the basic perils, and also includes: Falling objects, Weight of ice, Sleet or Snow, Water damage • Special – When a property policy is written on a special form, the insurance company has a duty to specifically exclude coverage. Simply put, if the insurance company does not exclude coverage in writing, the damage to your property will be paid for. There are lots of exclusions, so again, it’s important to talk with your agent to review the exclusions. Nonetheless, the special form is considered the preferred form because it gives you much more comprehensive protection.

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PAC BUSINESS EXCHANGE

PAC BUSINESS EXCHANGE - OCTOBER 23RD 40

November/December 2012 | www.saaaonline.org

ZA ZA GARDENS

PAC BUSINESS EXCHANGE

OUR OWNER/MANAGEMENT SPONSORS BOB ROSS REALTY Marc Ross, Principal Alan Ross, Regional Property Supervisor

LINCOLN PROPERTY COMPANY Summer Stone, Regional Property Manager Roberto Barrios, Regional Property Manager

BNP INVESTMENTS Ben Ross, Owner

MILESTONE MANAGEMENT Debbie Kratch, Regional Manager John Shaw, Construction Manager NRP GROUP Renetta Quintana, Regional Property Manager Jessica Kelly, Regional Property Manager

CAPSTONE REAL ESTATE SERVICES Lita Rodriguez, Regional Manager FOGELMAN PROPERTIES Donna Schmidt, Regional Vice President Tammy Leeper, Property Manager FRANCIS PROPERTY MANAGEMENT Debbie Sulzer, Regional Vice President Dawn Neuman, Property Supvervisor GREYSTAR Cheree Allee, Regional Property Manager Kim Mader, Regional Property Manager HEDGES STREET PROPERTIES Sam Maropis, Owner HIGHLAND COMMERCIAL PROPERTIES Mark Hurley, President Carlton Wolf, General Manager HOMESPRING RESIDENTIAL Kelley Liserio, Vice President, Public Relations David Pena, Maintenance Supervisor IMPLICITY MANAGEMENT Jody Marquez, President Lauren Firestone, District Manager

PINNACLE Jeanne Klobedans, Regional Vice President Jody Bronstad, Investment Manager RIVERSTONE RESIDENTIAL Shannon Albright, Regional Manager Erin Brown, Property Manager ROSCOE PROPERTIES Jack Kerman, Area Maintenance Supervisor Mariana Escobedo, Property Manager SELDIN COMPANY Stephanie Daughenbaugh, Regional Supervisor Monica Fernandez, Property Manager SHELTER CORPORATION Mike Rust, Regional Manager UNITED APARTMENT GROUP Tim Settles, Managing Partner Joy Pepper, Regional Manager WESTDALE ASSET MANAGEMENT Merrie Bless, Regional Director Selina Lazarin, Regional Director

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PAC BUSINESS EXCHANGE

OUR ASSOCIATE MEMBER COMPANIES ALAMO CITY RECOVERY, INC. Liz Johnson 210-648-0799 www.alamocityrecovery.com

FOR RENT MEDIA SOLUTIONS Nancy Payne & Monica Rodriguez 210-377-3116 www.forrent.com

PATHFINDER INSURANCE GROUP Jason Hall 210-298-4777 www.pathfinderlld.com

AMRENT Martha Davis 512-219-7806 www.amrent.com

FOUNDATION SPECIALISTS Preston Sams 972-239-4374

PEST SHIELD Dominick Alongi & Jay Castillo 210- 525-8823 www.sanantonio-pestcontrol.com

FSI CONSTRUCTION Ted Williford www.fsiconstruction.com

APARTMENTS.COM Linda Izaguirre & DD Cobb 210-325-7155 www.apartments.com

HD SUPPLY April Hofmann 800-431-3000 www.hdsupplysolutions.com

BG STAFFING Kris Burleson & Jennifer Duran 210-348-0346 www.bgstaffing.com

HEST FITNESS PRODUCTS Scott Logan 210-545-1981 slogan@hestfitness.com

BLANCKEN INSURANCE GROUP Russ Blancken 877-512-2432 russ@bigoftexas.com ECONSERVE Katie Anderson 713-662-3220 kanderson@econservellc.com EMERGENCY CLEANING SOLUTIONS Kelly Shipley 512-382-7243 www.emergencycleaningsolutions.com

INGERSOLL RAND Travis Harlan 210-284-3117 Travis.Harlan@irco.com LAW OFFICES OF R. DAVID FRITSCHE David Fritsche 210-227-2726 david@lawordf.com

FIRE & LIFE SAFETY AMERICA John David Hoel 210-637-0436 www.flsamerica.com

REDI CARPET Pete Collaros & David Steubben 210-257-0000 www.redicarpet.com RESIDENTCHECK Ian McIntosh 800-491-2580 www.residentcheck.com SIGNS NOW Scott Milgrom 210-520-6699 www.signsnowsa.com VALET WASTE Quincy Jones 817- 798-2103 www.valetwaste.com

THE LIBERTY GROUP April Chapman 210-525-7966 www.thelibertygroup.com

We appreciate the companies listed above for their participation and support of our SAAA PAC Business Exchange. We also sincerely thank their representatives who have generously supported the SAAA PAC by making a personal investment to the Future of the Industry Fund.

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November/December 2012 | www.saaaonline.org

NAA

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THE VENDOR ZONE

CREATE A SELLING CULTURE by: Colleen Stanley

E

veryone at your company is in sales. The person answering the phones is in charge of first impressions. The employee delivering your products has the ability to spot new opportunities and build relationships. Customer service personnel can determine whether or not you keep a client based on their handling of a complaint.

However, if you walk into any organization and ask a member of the team what department they work in, the typical answer is accounting, legal, or marketing. What would happen if the answers changed to: I am in sales and service. Isn’t this at the very core of why a company exists? If you don’t sell something, you have nothing to bill, ship or service. If you don’t service the client, you soon have nothing to sell or ship.

So how do you create a selling culture at your company? What do you need to do to change or teach your employees that sales is not a department?

Start with basic education and communication. Help members of your organization recognize how to contribute to the top line by learning a few sales basics. Focus education and communication on these three areas.

Who Do You Serve Best?

Most companies build their target lists around SIC codes, size of company, revenue, number of employees and/or geography. This criteria is called demographics.

However, when you really dig into who your best customers are, you will hear different criteria. “They treat us like a partner, they value what we do, they collaborate, they pay their bills” appear. These attitudes and behaviors are called psychographics

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and are often overlooked when educating your employees on who you serve best.

Teach members of your team how to recognize both the demographics and the psychographics so they can listen and look for opportunities. For example, if one of your employees reads about a company that is philanthropic, that company might be a good target for your organization because their values align with your culture.

If an employee is at a party and hears an acquaintance discussing expansion of their firm into another part of the country, that could be a good trigger event to report back to headquarters.

What’s Your Value Proposition?

Your employees belong to community organizations such as home owners associations, churches and school groups. At some point in their involvement, the question will pop up, where do you work? This is a prime selling opportunity for any of your employees. Your staff can reply with one of two answers. The first response is a dud.

“I work at XYZ company. We DO this.” It’s a dead end response that doesn’t enlighten the person asking the question about problems you solve or opportunities you create for clients. Teach your team basic sales skills and change the response to, “I work at XYZ company. We help our clients customers decrease frustration with technology that doesn’t work. Or, “We help our clients figure out which new products to roll out and which ones to shelve.”

Now, there are a few of you reading this article thinking....my people can’t do that.

Folks, if your team can learn the Pledge of Allegiance in grade school, surely they can learn a one line value proposition!

Create Raving Fans Everyone knows that it’s less expensive to

November/December 2012 | www.saaaonline.org

keep a client than acquire a new one. There is an old saying that two heads are better than one. How about getting 15 heads together? Ask each person to share their ideas on how to exceed customer expectations?

For example, the accounting department could sign invoices, thanking your best clients for paying on-time. What about having the warehouse team send a picture of their staff with a note thanking your customers for the opportunity to serve them every day?

At your next department meeting, set aside time for brainstorming on ways to WOW your customers. Don’t reinvent the wheel.

Study some of the companies that are already doing it well. Zappos, an on-line shoe store company, is the one of the darlings of the business world. Everyone that works at Zappos knows they are in the customer service business, not the shoe business.

And as a result, every employee is focused on ways to WOW the client. Some of you might have experienced this WOW factor by receiving your first order overnight--without any extra charges.

Everyone is in charge of customer happiness at Zappos. And everyone at your company can be in charge of sales and service at your company. Sales and service is not a department. Harness the power of many and get everyone in your company involved in selling and servicing your clients.

Double your sales force without any additional payroll. How’s that for a competitive edge in 2012?

MARKET INFO

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SPONSOR INDEX BG Staffing.................................................. 11

North & South Pool Service.......................... 13

Century A/C Supply..................................... 10

Phoenix Recovery Group............................ 13

Coinmach.................................................. 10

Pro-line Pavement Maintenance................... 8

Colors Unlimited............................................ 6

Rasa Floors & Carpet Cleaning................... 48

Crime Clean of Texas.................................. 11

Rob Roudabush Photography..................... 13

Dixie Carpet Installations, Inc....................... 13

Roto-Rooter................................................. 12

HomeSpring Residential Services................ 12

San Antonio Water Systems (SAWS)................ 9

Horton Horticulture....................................... 13

Shweiki Media............................................. 46

HSR Construction, Inc.............................. 7, 13

Signs West................................................... 13

Maintenance Supply Headquarters............ 11

TPI, Inc......................................................... 47

Meyer Smith, Inc.......................................... 12

UCS............................................................. 13

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7525 Babcock Road San Antonio, Texas 78249

PRSRT STD AUTO U.S. POSAGE PAID SAN ANTONIO, TEXAS PERMIT NO. 1935