Des Moines Multi-Family Property Vendor Guide Fall/Winter 2019 by VendorGuide

MULTI-FAMILY

Fall / Winter 2019

PROFESSIONAL SERVICES & SUPPLIERS

You call all the shots; Iâ&#x20AC;&#x2122;ll call all the vendors! learn more on page

Let me facilitate your next project!

A message from the publisher Hello Vendor Guide Readers! Thank you for picking up and utilizing this second issue of the Greater Des Moines Area Vendor Guide. I have received a lot of positive comments from owners and managers about the usefulness of the publication. It is always great to know that there are vendors who want to work with you and are familiar with the multi-family industry and how you do business. Give them a call and let them know you saw it in the Vendor Guide. Hard to believe that 2020 is just around the corner. If you are like me, there will be a lot of reflection on 2019, and evaluation of your strategies. What worked this year, and what did not? Go ahead and ask yourself, what will I change next year, what will I do next year - itâ&#x20AC;&#x2122;s a great time to dream, or plan ahead. Make sure you give yourself time to think both personally and professionally. What are your goals for 2020. What can be done differently? Do you see a career advancement or possible change? Do the soul searching now. Write down what has worked for you in your career and see if you can modify it to work even better for you next year. Plan a vacation and think about spending time with loved ones over the holiday season and mark it on your calendar. Make it happen. 2020 starts with a clean slate. There are plenty of new opportunities, new adventures, and new business in the months ahead. Plan on it, and most importantly make it a great year. Thank you to all the advertisers and readers throughout Des Moines and the United States who are making things happen for me! Vendor Guide wishes you a Happy Holiday Season and a prosperous new year. Welcome 2020!

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- Mary Spain, Publisher

ADVERTISING

GERM PROTECTION MicroShield 360° �� 19

Apartment Leasing Guide �� 24

APARTMENT RENOVATIONS Reliable Construction Services �� 6 Renovation Systems �� 13

INSURANCE SERVICES Krist Insurance Services �� 14

ARTICLES A Message From the Publisher �� 2 New Construction Lease Ups - The Importance of Community �� 21 Customer Service - Getting Your Relationships in Shape �� 25

VENDOR INDEX

INTERNET PROVIDERS Tech Center �� 5 & 22

BATHROOM AND KITCHEN RESURFACING

KITCHEN AND BATHROOM Reliable Construction Services �� 6 Renovation Systems �� 13

Renovation Systems �� 13

BULLETIN BOARD �� 30-31

LIGHTING AND ACCESSORIES

BulbGuy �� 15

CABINETRY/COUNTERTOPS Reliable Construction Services �� 6 Renovation Systems �� 13

MAINTENANCE Reliable Construction Services �� 6 Renovation Systems �� 13 Randy’s Services �� Front Cover, 26

CABLE PROVIDERS Tech Center �� 5 & 22

CARPET AND FLOORING Artisent Floors �� 11 Reliable Construction Services �� 6 Renovation Systems �� 13

MANAGEMENT/CONSULTING Optimum Real Estate Management �� 9

MARKETING MATERIALS Complex Connexions �� Back Cover

CARPET CLEANING Durachem �� 7 Renovation Systems �� 13

CLASSIFIEDS �� 16-17 CLEANING Krystal Clean �� 8

PAINTING Color Choice �� 24 Krystal Clean �� 8 Reliable Construction Services �� 6

PEST CONTROL DIAM Pest Control �� 28

CONSULTING Optimum Real Estate Management �� 9

PLUMBING Affordable Drain - Jetsurge �� 10

DRAIN CLEANING

PROFESSIONAL ORGANIZATION Greater Iowa Apartment Association (GIAA) �� 18

Affordable Drain - Jetsurge �� 10

PROJECTS Durachem �� 7 Renovation Systems �� 13

EXTERIOR CLEANING

ROOFING Newton Roofing Services �� 27

Pressure Point �� 12

EXTERIOR RESTORATION Reliable Construction Services �� 6

SECURITY

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Randy’s Services �� Front Cover, 26

EMERGENCY RESTORATION

The Conley Group �� 20

wait. HANG ON to your Vendor Guide!

Fall / Winter 2019 MULTI-FAMILY

PROFESSIONAL

LIERS SERVICES & SUPP

YOU WILL NOT GET ANOTHER

UNTIL JANUARY 2020! You call all the

the vendors! shots; I’ll call allmore on page 26 learn

te your next projec Let me facilita

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Volume 1 • Issue 2 PUBLISHER

Mary Spain GRAPHIC DESIGNER

Lisa Huntley

The publisher of Vendor Guide - Greater Des Moines Area Edition - accepts no responsibility for errors in, or omissions of, content. Circulation: The Vendor Guide is direct mailed once every 3 months. If you would like to advertise in The Vendor Guide or have questions, please contact Mary Spain. If you want to be added or taken off the mailing list, please call 515.669.8727. By-line articles are published with the permission of credited copywriter or advertiser. The publisher accepts no responsibility for errors or omissions on any article in the magazine or online.

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Advertiser gives the publisher permission to use and publish photos both in print and online at www.

VendorGuideUSA.com either obtained from advertiser’s website, email or photos taken by representative of Vendor Guide - Greater Des Moines Area Edition. Advertiser’s special or discounts are at the discretion of the advertiser and are subject to change without notice. The publisher is not responsible for any offers made by an advertiser in this publication. All rights are reserved by copyright, 2019.

Vendor Guide Magazine • PO Box 489 • Norwalk, IA 50211-9998 • VendorGuideUSA.com • P: 515.669.8727

LLY OWN A C E

Full Color with Gradient Logo

Over 30 Years Experience

Full Color with Solid Color Logo

CABLE/INTERNET

1 Color with 1 Color Logo

You now have a choice for providing Internet • Cable • Audio Visual to your multi-family residents!

CALL TODAY FOR INFORMATION ON ALL OF OUR SERVICES!

Internet & Phone Installation (Century Link) Custom Audio Video Systems

Security Camera Installation Custom Low Voltage Wiring High Speed Internet & Phone

TRUSTED • EXPERIENCED

515.221.2222 • www.TVIowa.com

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10021 Hickman Road (100th & Hickman) • Urbandale, IA 50322

RENOVATIONS

RELIABLE CONSTRUCTION SERVICES

Complete Interior & Exterior Renovations Complete Turn Key & Make Ready Services Windows & Siding Concrete Drywall & Painting Cabinets & Countertops Complete Fire Restoration Drainage Decks, Rails & Fencing

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Consulting

And Moreâ&#x20AC;¦ For more information, www.reliablecs.net Kansas City Regional Office 13505 S. Mur-Len Rd Suite 105-312 Olathe, KS 66062 913-764-7274

Des Moines Regional Office 11299 Aurora Ave Urbandale, IA 50322 515-278-1685

CARPET FURNITURE ODOR REMOVAL WATER RESTORATION MOLD REMEDIATION

CARPET CLEANING

Want your carpets really, REALLY clean? Want them to dry in HALF the TIME?

SAME DAY SERVICE COMPETITIVE PRICING LOCALLY OWNED CERTIFIED

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515.650.1620

CLEANING/PAINTING

Convenient and Complete Cleaning Solutions

Professional Cleaners The cleaners at Krystal Clean Sub-Contracting Services of Ankeny, IA have over 20 years of experience in providing high-quality cleaning solutions.

Rental Cleaning Painting & Maintenance You can save dollars on your rental deposit with comprehensive services before you leave. We also provide move-in cleaning services as per your needs and convenience.

FREE Estimates House Cleaning Office Cleaning Building Cleaning Apartment Make-Ready Cleaning

Call Today! Krystal Clean 515.554.9713

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KrystalCleanServices.com

Locally owned & operated Military discounts

Licensed and insured

24-hour guarantee

Proudly serving the areaâ&#x20AC;&#x2122;s Multi-Housing industry.

• Multi-Family

• Cooperative Housing

• Tax Credit

• Collegiate

• Townhome Associations

• Commercial

Tailored Property Reports

Proven Custom Marketing Plan

Preventative Maintenance Program

Owner Portal for Viewing of Real Time Numbers

MANAGEMENT/CONSULTING

Tailored Management to Ownership Needs

Budget Preparation

OBJECTIVES

ALA CARTE SERVICES

Full Service Real Estate Management

Due Diligence Assistance

Property Management Tailored to Meet the Needs of Owners

Market Survey Completion

Management Focusing Primarily on Multi-Family Management

All Facets of PM Training

Expert Management for Maximum ROI for Owners

Capital Needs Assessment Planning

Review of KPI’s to Ensure On Point Management at Communities

Asset Management

Market Leader by Providing Consistency to Residents and Owners

Lease Up Assistance

Superior Level Performance of Day to Day Operations

Marketing Services Software Implementation & Support Training

Trustworthy relationships creating win-win property management. Increase your NOI with the Optimum Team, let’s talk today!

Tina Smothers Owner • Broker

515.809.5400

OPTIMUM REAL ESTATE MANAGEMENT Tina@Optimumrem.com www.OptimumRealEstateManagement.com

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Executive team with over 40 years of property management experience.

HYDRO JETTING

NO EXTRA FEE FOR EMERGENCIES

MAIN LINES

SMALL DRAINS

TELEVISING/LOCATING

FULL-SERVICE PLUMBING

POOL PUMPING & POWER WASHING

PREVENTATIVE MAINTENANCE PLANS

JETSURGEIA.COM

DRAIN CLEANING/PLUMBING

515.286.1291

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next time . . .

USA.com

For your free copy of the Multi-Family Property Vendor Guide Magazine or advertising rates

CALL 515.669.8727

CARPET/FLOORING

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EXTERIOR CLEANING

CLEAN PLACES RENT SPACES!

CREATE YOUR OWN PACKAGE DISCOUNT!

Is your roof infested with ugly algae stains? Our safe roof cleaning method will make it look like NEW again!

It’s the fast & aﬀordable Home Makeover! Safe removal of built up dirt & mildew revives your home’s true beauty!

Keep your gutters clog free & looking great! The perfect nishing touch to house washing or roof cleaning.

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Don’t let a dull, dirty deck bring you down! We can restore natural beauty to all types of decks & fences.

Brighten up your property exterior today! Professional cleaning of driveways, sidewalks, patios, garage oors & more.

What good is a clean home without clean windows? Streak-free & sparkling clean is our specialty.

515.451.9311 PressurePointCleaners.com

RENOVATIONS/FLOORING

$75 OFF

ANY 2 COMPLETE SERVICES

515.451-9311

SAVE $100 OFF any 3 services! Expires 4/30

FIRST 5 CALLERS

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Call or text for a quick price quote!

INSURANCE VendorGuideUSA.com 14

www.KristInsurance.com

(O): 515-270-0909

6600 Westown Parkway Ste 250

(F): 515-270-9296

West Des Moines, IA 50266

LIGHTING/ACCESSORIES

HOW MANY PEOPLE does it take to change a HOW MANY PEOPLE

does it take to change a LIGHT BULB?

LIGHT BULB? Zero. Just call Zero. Just call

º Your independent supplier º Dedicated lighting specialist

Yourend-to-end independent supplier º º Total, service º Dedicated lighting specialist

º 515.777.2765

º bulbguylighting.com

515.777.2765 º bulbguylighting.com bulbguylighting.com º 515.777.2765

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º Total, end-to-end service

CLASSIFIEDS

A ADVERTISING

CARPET/FLOORING

E EMERGENCY RESTORATION

ARVIG MEDIA/APTMAGZ 651-603-4560 ApartmentLeasingGuide.com

RENOVATION SYSTEMS 1-866-688-RENO RenovationSystems.com

Our Print product is designed with a more modern digital age layout while maintaining the functionality of an authentic print publication It is consumer focused and formatted such that the reader quickly learns the organization of the content. Our consumers never have to search the page to find the information they are looking for in your listing.

Now in their third decade of business, there is quite simply no other operation in our area that can-do everything Renovation Systems does. They are the only company of their class that a property manager needs in their Rolodex to keep their apartment building in perfect condition.

APARTMENT RENOVATIONS

CARPET/FLOORING

EXTERIOR CLEANING

RELIABLE CONSTRUCTION SERVICES 515-278-1685 ReliableCS.net

ARTISENT FLOORS 800-890-9366 ArtisentFloors.com

PRESSURE POINT CLEANERS 515-451-9311 PressurePointCleaners.com

We specialize in all aspects of your property’s needs: Interior Renovations, Exterior Renovations, Turn Key, Make Readies, Commercial Tenant Finish, Windows, Siding, Concrete, Drywall, Painting, Cabinets, Countertops, Fire Restoration, Drainage, Decks, Railings, Fencing, Consulting.

For 30 years, Artisent Floors has crafted our flooring services and processes specifically for multi-family properties. We are dedicated to providing the most effective solution for the property and making the managers’ jobs easier.

Clean and clear; this is our focus for our services and communication. We strive to make you look like the professional when it comes to managing or building properties. We’ll support your management by giving you a clean property with a clear scope of service all while providing clear communication along the way.

APARTMENT RENOVATIONS

CLEANING

EXTERIOR RESTORATION

RENOVATION SYSTEMS 1-866-688-RENO RenovationSystems.com

KRYSTAL CLEAN RELIABLE CONSTRUCTION SERVICES 515-554-9713 515-278-1685 KrystalCleanServices.com ReliableCS.net

For over 20 years professional Krystal Clean have been cleaners, painters, and maintenance providers to the multi-family industry. High quality dependable professionals. Free Estimates.

Full Color with Gradient Logo

C CABLE PROVIDER

Full Color with Solid Color Logo

MICROSHIELD 360° 515-393-4405 DiverseProductsandServices.com

CARPET CLEANING

D DRAIN CLEANING/PLUMBING

I INSURANCE

DURACHEM 515-650-1620 DurachemIA.com

AFFORDABLE DRAIN JETSURGE 515-286-1291 JetSurgeIA.com

Durachem has served the Des Moines metro since 2011. Our ASTM tested cleaning method is guaranteed to keep carpets looking cleaner than newly uncleaned carpet without using hazardous chemicals. Schedule a FREE demonstration of our cleaning process today!

We are a family owned and operated business providing exceptional Sewer and Drain Cleaning. We have been serving clients across Metro Des Moines for over 20 years. Available 24 hours everyday!

1 Color with 1 Color Logo

TECH CENTER (Formally Satellite Center) Is Iowa’s Oldest DIRECTV dealer. We do more than just Satellite TV! We can do just about anything TECH related, hence the name change. Bulk internet, cable TV, security cams and more.

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G GERM PROTECTION

OPTIMUM REAL ESTATE MANAGEMENT 515-809-5400 OptimumRealEstateManagement.com Tailored Management to ownership needs. Full service or Ala Carte. Focusing primarily on multifamily. Superior level performance and expertise with an executive team with over 40 years’ experience. We build trustworthy relationships through win-win property management.

TECH CENTER 515-221-2222 TVIowa.com

CONSULTING/MANAGEMENT

MicroShield 360° is an EPA registered and FDA approved coating system that PREVENTS germs and other pathogens from living on any treated surface for up to one year. The system drastically reduces cross-contamination while also preventing mold and odors from ever forming. In all, MicroShield 360° prevents 90+ pathogens from living on surface.

KRIST INSURANCE SERVICES 515-270-0909 KristInsurance.com Established in 1993, Krist Insurance Services is your locally owned and operated independent agency. With focuses on Commercial Property and Casualty, Employee and Group Benefits, and Personal Property and Casualty, we will give you the technical abilities of the large national brokers with a local touch! Check us out today!

INTERNET PROVIDERS

MARKETING MATERIALS

PLUMBING

TECH CENTER 515-221-2222 TVIowa.com

COMPLEX CONNEXIONS 515-669-8727

AFFORDABLE DRAIN JETSURGE 515-286-1291 JetSurgeIA.com

TECH CENTER (Formerly Satellite Center) Is Iowa’s Oldest DIRECTV dealer. We do more than just Satellite TV! We can do just about anything TECH related, hence the name change. Bulk internet, cable TV, security cams and more.

Let us help you show off your brand with a multitude of exceptional promotional products. Spend as little or as much as is needed to get your name out there. No matter what story you want to tell we will help you get it done. If we don’t have it, we will find it. Pens, business cards, marketing cards, door hangers, mailers, signs and pull ups. Imagine the possibilities!

We are a family owned and operated business providing exceptional Sewer and Drain Cleaning. We have been serving clients across Metro Des Moines for over 20years. Available 24 hours everyday!

K KITCHEN AND BATHROOM

P PAINTING

RELIABLE CONSTRUCTION SERVICES 515-278-1685 ReliableCS.net

COLOR CHOICE 712-592-3550

New to Des Moines but not to the business of making walls, ceilings and garage floors look their best. Get used to incredible customer service, quality products and services, and flexible schedules at a fair price. Call today you won’t be disappointed with any of our services.

KITCHEN AND BATHROOM

PAINTING

PROJECTS

RENOVATION SYSTEMS 1-866-688-RENO RenovationSystems.com

KRYSTAL CLEAN 515-554-9713 KrystalCleanServices.com

RANDY’S SERVICES 515-664-3696

For over 20 years professional Krystal Clean have been cleaners, painters, and maintenance providers to the multi-family industry. High quality dependable professionals. Free Estimates.

Manage your community not your vendors. Partner with me on your projects large or small. I have been in the multifamily industry for years, so I know what you expect. My team can perform those miscellaneous maintenance “things” that your team just can’t get to. Everyday assignments or capitol improvements. Need ideas, call today!

Full Color with Solid Color Logo

1 Color with 1 Color Logo

PROFESSIONAL ORGANIZATIONS GREATER IOWA APARTMENT ASSOCIATION 1-866-562-GIAA (4422) theGIAA.com The Greater Iowa Apartment Association is a local and state network that supports your business growth! Membership benefits your business’s strength through education, legislation, and networking.

R ROOFING SERVICES

PAINTING

BULBGUY 515-777-2765 BulbGuyLighting.com

RELIABLE CONSTRUCTION SERVICES 515-278-1685 ReliableCS.net

NEWTON ROOFING SERVICES 515-986-9949

With our Brand Agnostic approach, we offer unique solutions tailored to your needs. Whether you simply need to buy products, have us come out and fix something or totally change your lighting, give BulbGuy a call. We’ll focus on your lighting so you can focus on your business.

If you are looking for a company with the knowledge and expertise to keep you covered give us a call. Many roofing options are available and we are happy to look at your job and make recommendations. Repair or replace, we are a full-service roofing company with many years of experience.

M MANAGEMENT/CONSULTING

PEST CONTROL

S SECURITY SERVICES

DIAM PEST CONTROL 515-244-3533 DIAMPestControl.com

THE CONLEY GROUP 515-277-7437 TheConleyGroup.com

President of DIAM Pest Control, Perry Tague, is just a phone call away and customer service is his number one concern. The key factor to effective pest control is an ability to correctly identify the problem, and no one knows local pests like a local company. We have been providing service for over 50 years. All DIAM employees are tested and licensed by the state of Iowa.

As a team of professionals, our mission is to partner with our customers and add value to their organizations by providing timely, professional security, risk management and other related services to them, thereby decreasing their losses and risk while simultaneously increasing their profits.

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L LIGHTING AND ACCESSORIES

OPTIMUM REAL ESTATE MANAGEMENT 515-809-5400 OptimumRealEstateManagement.com Optimum Real Estate Management is a fullservice company focusing on multi-family, commercial and association management. Our executive team has over 40 years of direct experience. Optimum team members have the knowledge and experience needed to properly manage your investment properties.

CLASSIFIEDS

Full Color with Gradient Logo

PROFESSIONAL ORGANIZATIONS VendorGuideUSA.com 18

THE GREATER IOWA APARTMENT ASSOCIATION IS A NON PROFIT ASSOCIATION DEDICATED TO SERVING THE NEEDS OF THE MULTI-FAMILY INDUSTRY. As a member you have access to services and benefits designed to enhance knowledge and expertise for your success.

Our membership includes over 250 companies who manage over 30,000 apartment homes. They are independent rental owners, owners, managers, developers and vendor partners who work to promote the advancement of the multi-family industry throughout the state of Iowa and beyond.

Join us!

REPRESENTATION

EDUCATION

RELATIONSHIPS

PARTNERSHIP

Through local and national presence that advocates for industry rights, laws and legislation.

Offering programs that include NAA national accreditation courses, continuing education, skill building, leadership, and maintenance training.

Many robust hosted industry events for numerous opportunities to network, learn, exchange, and build with like-minded industry professionals.

We facilitate and encourage meaningful interaction, provide credible and reliable information, and give back to our community.

Maintenance Mania • Pinnacle of Excellence Awards • Fair Housing • Annual Golf Outing • Leasing 101 • HVAC • Self Defense • Monthly Vendor Meets • Trade Show and Education Conference • Quarterly Membership Meetings • Lunch and Learns • Employment Announcements • Membership Lists • Community Give Back Phone: (866) 562-GIAA (4422)

Email: GIAAHQ@gmail.com

Mail: PO Box 576 Stuart, IA 50250

Web: TheGIAA.com

GERM PROTECTION

MicroShield 360’s proprietary solution is colorless, odorless, non-toxic and hypoallergenic allowing it to be used on virtually any surface within any environment. Additionally, you can continue your current cleaning protocols without any adverse effects on the coating! This unique coating system has been successfully deployed across various industries to: • Create a Competitive Differentiator • Reduce Risk of Illness/Infection

• Drive Sales • Decrease Costs

Water Damage & Mold

Backed-up Drain, Broken Pipe, Excess Moisture, Flooding, Storms…

MicroShield 360 prevents Fungi like Algae, Mold, Yeast… from living on surface as well.

For Additional Information or a Free Quote: Diverse Products & Services LLC - 515-393-4405 - alan@diverseproductsandservices.com www.diverseproductsandservices.com

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After water and or mold damage it is important to prevent mold growth or further growth and damage. Professionally applying MicroShield 360 to the affected and surrounding area is the best way to do that. Our two-step proprietary process disinfects and coats the surfaces using an electrostatic sprayer that covers the surface more completely than conventional sprayers, wipes... With one single application product integrity on exposed surfaces can last up to 1 year, and up to 10 years in construction materials.

SECURITY VendorGuideUSA.com 20

The Conley Group, Inc. 2867 104th Street l Urbandale, IA 50322 (515) 277-7437 www.theconleygroup.com

NEW CONSTRUCTION LEASE UPS

– THE IMPORTANCE OF COMMUNITY

Author • Roxxie Eggert, Excelsior Group

fter

having

Multi-Housing

performed

numerous

to meet people and talk about the new relationships I have made over the years, we

roles

community. If there isn’t a leasing center have “repeat” friends that have leased in the

including Managing, Marketing, Corporate

or model, meeting people at restaurants, past, sometimes years ago, that contact me

Leasing and on-site Leasing Professional

coffee shops, or their workplace shows you or speak with me at a new community and

over the years, I revel in starting a new

will go the extra mile in today’s competitive lease from me again!

construction lease ups the most.

rental market.

Being a part of digging in to the floorplans

It is not unusual for my personal vehicle you meet with people, really listen to what

and

learning

all

community

details

the

There really isn’t a better feeling than when

new

being my “traveling office”. I will have they are looking for and then finding that

community that will be shaped over the

floorplans, site plans and other information “perfect” fit. I am honored and humbled to

next 6 to 9 months is so important as you

to share with future community members.

are painting the picture for future residents. Also, walking the new construction as it is being built is very exciting. I love taking monthly photos of the apartments that are have rented and emailing them to the new residents. They can watch their new home come together and see the views! This is an extra step for sure, but worth the distance in providing a great first and lasting impression with your new residents.

Going above and beyond sets you apart from other communities; Understanding

be able to be a part of this very important new chapter in people’s lives. It’s one of the reasons I love what I do.

that some people have long working hours, family commitments and schedules that sometimes only allow for a short window to talk and meet. In the pre-leasing stage, we have great success with unique “Pop Up” events that are advertised on social media. Our team will be at a neighborhood near the new community at a local cafe, distillery and/or hotel establishment handing out gift cards to bring a new community’s brand to their attention. We are on hand to answer any questions, meet with people and share the excitement of the new community in the neighborhood.

ABOUT THE AUTHOR

“connect” with neighboring businesses and the Multi-Housing community. She’s been people at events. Even if they may not be an integral part of 12 luxury market rate in the market for a brand-new apartment community

Lease-Ups.

Her

passion

themselves, they will recall our positive meeting people, listening carefully to what interaction and tell co-workers, friends, they want, then finding them their new Depending on the pre-leasing details,

family and others about the new community. home.

you may or may not have a physical space

With the positive first impressions and the

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It is imperative, in my experience, to Roxxie has over 25 years’ experience in

LE AS AV E AI TO LA O BL WN E

INTERNET/CABLE

Be your OWN Cable Operator for your Property

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15 ∕ " 17 ¾"

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Introducing an exciting video platform that delivers unlimited entertainment and a whole new world of possibilities.

Powerful enough to support any size property, SMARTBOX is the best solution for delivering video to your entire community—all from a single platform. The intelligent design allows flexibility to grow with your business needs without taking up excess space. Call TECH CENTER today for details! 515.221.2222 www.TVIowa.com 10021 Hickman Road (100th & Hickman) • Urbandale, IA 50322

FIND YOUR PERFECT HOME

STUNNING PHOTOS

ADVERTISING

SEARCH BY AREA

Formerly Apartment Magz

EASY TO NAVIGATE DETAILED AMENITIES

ONLINE, MOBILE & PRINT & S DE UR S RO M UN O DIN IN G ES AR EA S

ST AUGU

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gs & fu

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AIL IKING TR 44 KING/B n Page ON WAL Ad O NDALE e Our s • Se IN UNBA droom

PAINTING

ou ✓ Straightforward, competitive pricing

No surprises. No gimmicks.

• Turnovers • Occupied units

✓ Interior and exterior painting

• Ceiling and wall repairs

Just experience you can rely on.

• Hallways and common areas ✓ Multi-family and commercial

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✓ Easy scheduling

• Water damage • Wallpaper removal • Epoxy floors • Cabinet refresh

LLC

712-592-3550 • colorchoice18@gmail.com

CUSTOMER SERVICE

– GETTING YOUR RELATIONSHIPS IN SHAPE

AUTHOR • CHRYS VANDERKAMP - NATIONAL TRAINING MANAGER, PINNACLE

ay back in high school – nearly 20

is your warmup; the ongoing service or

years ago now – I fell in love with

product you provide is your main workout,

weightlifting. At

the

beginning,

and the steps you take to improve the I

was

incredibly

intimidated by the sport, especially since most of the time it was me and a bunch of football players in the gym. However, there was – and still is – something immensely satisfying about it. There’s the sheer joy of picking up something heavy. There’s having the physical strength to be the person lifting the hide-a-bed couch when your friends move. There’s also the aspect of progression. You can’t just walk into the gym, rack a barbell, and bench press 300 pounds. There’s work

relationship is your cool-down. CUSTOMER SERVICE WARM UPS First impressions: Team members are in uniform or attired according to dress code.

Proactivity: Team members are coached to own their mistakes and how to communicate issues both to the company and to the customer. A procedure is in place where the company notifies the customer of potential problems, not the other way around.

They introduce themselves and make eye

Customer

contact with customers.

of the customer experience has led to a

Manners Matter: Clear expectations are outlined for team members as to acceptable behavior when in front of customers. Discuss meal breaks, smoke breaks, arriving and leaving at the customer site, use of cell phones, and other etiquette.

that has to be done beforehand, muscles

CUSTOMER SERVICE WORKOUT

that have to be strengthened over time

Customer Expectations: All team members

and with effort. Also, there’s maintenance:

have a thorough understanding of the

you achieve your 300 pound lift, but if you

customer’s expectations and preferences.

don’t train for four weeks afterwards, odds

For example, a painter is provided a checklist

are you either won’t be able to do it at all, or

for each property they will visit that day,

you’ll injure yourself.

stating whether they are to check in with

Weightlifting often makes me think of

the site team, how they should obtain and

customer service. A customer relationship

CUSTOMER SERVICE COOL DOWN

return keys, and whether they should also

Input:

Surveying

every

part

certain amount of “survey fatigue”. Consider alternatives for your customers to provide input on their experience, and even ask the customer what they prefer. Do they like the survey method? If not, would they prefer a regular meeting, either in person or over the phone? Responsibility is critical at each stage of this process. It can be tempting to let small issues slide, especially for team members who otherwise perform well. However, each element mentioned here builds on that customer service experience – just like a workout. A team member who performs their job well but continually violates dress code is still impacting your customers’ experience,

is like a lift in the gym: there’s work to be

check out with the team.

done before can be pushed to its limits.

Feedback: Team members value feedback,

relationship just might need in the future.

Often, relationships are tested very early

especially the newest members of the work

Keeping all elements strong will ensure that

on; the customer has a negative experience,

force. Both the millennial generation and

your customer relationships withstand their

and

The

Generation Z cite constructive feedback

heaviest tests and continue to grow.

strength hasn’t been built yet to withstand

from their supervisors as a critical element

those tests.

in job satisfaction. Detail to your team

Building the strength of your customer

members how they will receive feedback

Chrys has been part of the multi-family industry for nearly

and be held accountable, and make this

15 years. After 10+ years on-site, she has directed her passion

process clear to your customers as well.

since 2016 to developing team members as one of Pinnacle’s

relationship

collapses.

relationships can look very much like a workout. The initial start of the relationship

ABOUT THE AUTHOR

National Training Managers.

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that

and isn’t exercising muscles that that

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SERVING APARTMENT COMMUNITIES & MANAGEMENT COMPANIES

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Randy.Allen42@yahoo.com

• Locally Owned • Insured • 30 Years’ Experience • Licensed Vendors • Maintenance Services • On Call Programs • Partial or Full Remodels and Repairs

SINCE

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1533 Ohio Street | Des Moines, IA 50314

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for a free copy or advertising info 515.669.8727

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Find Your Multi-Family Property Vendors in

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COMO PARK APAR Avenue TMEN | St. Pau TS l, Minn esota 55108

KMS Ma

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