www.aafw.org u E-mail: info@aafw.org u (260) 482-2916 u (260) 482-5187

OnSite March & April 2019

Summit Celebration & Silent Auction~ March 23, 2019 ~

Ceruti’s Summit Park Diamond Room5:30 Cocktails & Appetizers

6:30 Awards Program & DinnerInvitations to the 2019 Summit Celebration Awards Dinner have been sent out & we hope that you will be able to join us for this special evening that will honor dedication to the Apartment Association of Fort Wayne-NEI and excellence in the multi-family housing industry including our individual award winners, our volunteers, and our members that make it all happen. A special thank you goes out to all our sponsors listed on page 25 that will be making this fantastic evening possible.

The deadline to register for this fabulous evening is Friday, March 8th. There will be cocktails, appetizers, a delicious buffet dinner, a silent auction for charity and lots of opportunities to toast a successful year with your management team and fellow partners in the industry. There will also be several new categories, new event features and a few surprises – Check out more details from our event Co-Chairs Michele West & Taylor White on page 22.

~ Silent Auction ~The Community Outreach Committee will be holding a Silent Auction

during the Summit Celebration to benefit our 2019 Charities:

The Fort Wayne Children’s FoundationSCAN – Stop Child Abuse & Neglect

Be sure to open your heart and your wallet on all the fabulous items and baskets up for auction. Bidding will only be open during the event and cash, check, and NEW THIS YEAR Credit Card will be accepted as payment that night.

~ King & Queen Court ~Thank you to all of our members of the King & Queen Court that have been collecting Change for a Cause to benefit our 2019 charities. Canisters have been jingling at meetings and Breakfast Connections and there has been some creative Social Media outreach. Of course it is all friendly competition and opposing candidates have been generously donating even to each other!

In the end the real winners are the people that our charities serve every day and we are so grateful for everyone who has gotten involved in the King & Queen Court as well as our Silent Auction.

See page 24 for the Kimg & Queen Court!

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2 M a r c h & A p r i l 2 0 1 9 O n S i t e

M a r c h & A p r i l 2 0 1 9 O n S i t e 3

March and April OnSite Advertising Directory

Please take a look at the following AAFW-NEI Members who help support the AAFW-NEI with their advertisements in this months issue of the OnSite!

{ Company } { Website } { Page Number }

American Family Insurance ~ Tom Hendrix Agency

American Home Store Furniture

Apartment Guide

Asphalt Maintenance Service

Bug Free Pest Control LLC

City Carpet Outlet, Inc.

Extinguisher Co. No. 1/ Priority 1

IDW -- Window & Roof Cleaning

Jetz Service Co. Inc.

Lotus Lawn Care

Perry Law Office P.C.

WASH Multifamily Laundry Systems, LLC

Windows, Doors & More

www.tomhendrixagency.com

www.americanhomestorfurniture.com

www.AAFW.org

www.asphaltandpaving.net

www.bedbugsfortwayne.com

www.citycarpetoutlet.com

www.extinguishercono1.com&

www.priority1safety.com

www.IDOWINDOWSLLC.com

www.jetzservice.com

www.perryoffice.net

www.WASH.com

www.wdmfactorystore.com

Page 17

Page 35

Page 34

Page 12

Page 10

Page 35

Page 5

Page 30

Page 2

Page 5

Page 17

Page 34

Page 31

If you would be interested in advertising in the monthly OnSite

please contact Beth Wyatt at (260) 482-2916 or bwyatt@aafw.org.

4 M a r c h & A p r i l 2 0 1 9 O n S i t e

2019 March and April OnSite Table of Contents

ArticlesPg. 1 Summit Celebration & Silent Auction

Pg. 10 A Note from the AAFW-NEI 11 A Letter From our Previous AAFW-Nei iNterN

What is Resident Relations? By Christine Wright, Canterbury Green Apartments

Pg. 12 5 Tips to Ensure Social Media Complies with Fair Housing Laws By Kimberly Cadena, Grace Hill

Pg. 16 Dealing with Problem 17 Residents and Resident Problems ... And knowing the Difference (Part II) By Rick Ellis, CAM, CPM Ellis Consulting Group

Pg. 22 Are You Ready to Celebrate? By Michele West & Taylor White Summit Celebration Co-Chairs

FeaturesPg. 3 March & April Advertising Index

Pg. 6 Apartment Association of Fort Wayne - NEI 2018 Annual Report

Pg. 7 2019 Renewing AAFW-NEI Members

Pg. 8 AAFW-NEI Member Updates

Pg. 9 2019-2020 Membership Directory & Buyer’s Guide Advertising Agreement

Pg. 13 Meet Me at 5 Registration Form

Pg. 14 AAFW-NEI Event Calendar: March 2019

Pg. 15 AAFW-NEI Event Calendar: April 2019

Pg. 18 Open Your Doors of Influence ~ You Hold the Key: 2019 Education Sponsor

Dial: 260-497-9110 or RMendez@priority1safety.com

• Fire Extinguishers & Inspections • Exit & Emergency Lights • Fire Suppression Systems • Fire Escape Ladders • Fire Hydrant Inspections • Fire Extinguisher Cabinets

Contact RICARDO for a free sur-

M a r c h & A p r i l 2 0 1 9 O n S i t e 5

2019 March and April OnSite Table of Contents

Pg. 19 Low Income Housing Tax Credit Training & Housing Credit Certified Professional Exam

Pg. 20 Open Your Doors of Influence ~ You Hold the Key: March Class Registration

Pg. 21 Open Your Doors of Influence ~ You Hold the Key: April Class Registration

Pg. 23 2018 Summit Celebration Nominees

Pg. 24 2018 Summit Celebration King & Queen Court

Community Outreach Silent Auction

Pg. 25 2018 Summit Celebration Sponsors

Pg. 26 2018 Summit Celebration Registration Form

2017 Summit Celebration Winner Spotlight ~ Outstanding Volunteer of the Year

Pg. 27 Paparazzi ~ Seen on the Scene February Breakfast Meeting Wrap-Up

Pg. 28 April Breakfast Connection Registration

Pg. 29 Associate Member Tear-Out30 & 31 Buyer’s Guide

Pg. 20 February Break-fast Connection Reg-

6 M a r c h & A p r i l 2 0 1 9 O n S i t e

Association & Apartment Guide Website

Over 86,000 Web Page Loads in 2018

536 Facebook followers

64 Instagram followers

350+ Locations where consumers can find the printed Apartment Guide!

Brand new search filters & Availability by floorplan indicators!

Apartment Association of Fort Wayne - NEI 2018Annual Report

Serving the Rental Housing Industry in Northeast Indiana

Education9 Property Management Companies participated in the Education Subscription program representing 59 Apartment Communities

18 Class Topics attended by 424 students

85 Students in Certification & Designation Classes - EPA Section 608, National Apartment Leasing Professional & Certificate for Apartment Maintenance Technician

Thank you to the Committees,

Volunteers, & Staff Liasons that make it

all happen!

901 Attendees Registered for Breakfast Connection

Meetings in 2018

Community Outreach2,600+ Items Collected for 10 Different Local Charities

$10,000 Donated to 2018 Charities - Cancer Services of Northeast Indiana Erin’s House for Grieving Children Summit Celebration & Awards Dinner

Honoring multifamily excellence and our Association volunteers.

49 Property

Management Companies

Members21,981

Rental Home Units

96Associate Member Partners

128Apartment

Communities

M a r c h & A p r i l 2 0 1 9 O n S i t e 7

8 M a r c h & A p r i l 2 0 1 9 O n S i t e

EXTRA, EXTRA: READ ALL ABOUT IT!

~ AAFW-NEI Member Updates ~

Below are updates for AAFW-NEI Members. Make sure to update your Membership Directory!

APARTMENT COMMUNITY

Chestnut HillsManager: Jill Bales

CityScape FlatsMaintenance Supervisor:

Gary Clark

Connie Jean CrossingManager: Michelle Wood

Edward EstatesManager: Ciera Alonzo

Hopewell PointeManager: Haylie DeLong

Jackson SquareManager: Pat Shelley

Jerry JunctionManager: Michelle Wood

MaplecrestManager:

Jamie Schueler

Phoenix Manor - WoodburnManager: Beth Litchy

Port O’CallManager: Kristie Burriss

Ryker ReserveManager: Debi Christlieb

Sacred HeartManager: Lisa Hicks

Tamera GardensManager: Toni Valrie

Tamera Gardens IIManager: Yasmine Rivera

Tillwater PointeManager: Ashley Harris

Village at Wayne Trace

Manager: Mike Korando

ASSOCIATE MEMBER

TransUnionContact: Jessica Lin

If you have NEW updates for your company and would like the AAFW-NEI Membership

to know email Hope Zellers at hzellers@aafw.org by the 1st Friday of the month!

Membership Directory Buyer’s Guide

Apartment Association of Fort Wayne -- NE Indiana

Membership Directory & Buyer’s Guide

2018-2019

Keep a Look Out for your

2019-2020 Membership Directory Proof!Membership Proofs will be heading your way soon!

Make sure to check all of your Contact Information is up to date!

Do NOT Forget to check out ALL of our AAFW-NEI Members on our Website! Browse our Buyer’s Guide to see what services our Associate Members Provide!

M a r c h & A p r i l 2 0 1 9 O n S i t e 9

2019-2020 Membership Directory & Buyer’s Guide Advertising AgreementThe Membership Directory & Buyer’s Guide is a great resource and valuable tool for all members. Not only do Regular Members utilize the Membership Directory & Buyer’s Guide to find suppliers & service providers, Associate Members also use it to connect with current & future clients. The Membership Directory & Buyer’s Guide is produced annually and includes a complete list of AAFW-NEI members’ contact name, company, phone, fax, e-mail, etc. Your company already receives a FREE listing but additional advertising opportunities are available as listed below.

_____________________________________________ agrees to purchase the advertising stated below. (Company Name)

Full Color:q Inside Front/Back Cover - $449 (Ad size - 4 1/2” X 7 1/4”)

q Back Cover - $499 (Ad size - 4 1/2” X 7 1/4”)

q Colored Divider Tabs - Full-Page - $429 (Ad size - 4 1/2” X 7 1/4”) **MAXIMUM OF 5 AVAILABLE - Placement First Come, First Serve

Standard Black & White Ad:q Half -Page - $169 (Ad size - 4 1/2” X 3 3/4”)

q Full -Page - $279 (Ad size - 4 1/2” X 7 1/4”) *Prices listed are AAFW-NEI Member Rates.

For more information:AAFW-NEI (260) 482-2916

Fax: (260) 482-5187E-mail: bwyatt@aafw.org

The Membership Directory & Buyer’s Guide is sure to be retained and referred to on a daily basis all year long!

Deadline:

Ad Agreements Due:Friday, May 3rd

Final ads due:Friday, May 17th

q I will send digital advertisement q Same advertisement as last year q Design needed q Please Invoice q Check Enclosed

Authorized Signature: __________________________ Printed Name: ____________________________

Phone: _______________ Email: _______________ Date: ___________________________________

1 0 M a r c h & A p r i l 2 0 1 9 O n S i t e

~ A Note From the AAFW-NEI ~ A letter from our Previous AAFW-NEI Intern

What is Resident Relations?By Christine Wright,

Canterbury Green Apartments

After I left my internship at the Association, I began a new career in the Resident Relations team at Canterbury Green. Working onsite is a completely different world but I learned very quickly that what we do is centered around customer service. I wanted to share with you some of myfun new experiences!

One of the most important things we focus on in our Resident Relations department is keeping our residents happy, so that they want to stay with us! Sometimes, it is hard to please each resident, but we always do our best to help them with issues and other concerns.

This includes going above and beyond what residents expect of you. I worked a very snowy Saturday recently. A resident who was turning in keys to move out came in right when we opened. She came back about 5 minutes later to tell me her U-Haul truck was stuck and she couldn’t get out. We only have a few maintenance people working on the weekends, which are focused on only emergency maintenance issues (frozen pipes, furnace not working, etc.). Knowing that we probably wouldn’t be able to get instant help from maintenance, I knew I had to take matters into my own hands. Thankfully, I brought my winter boots with me! I dragged myself out there in the cold and snow to help this resident, even

though she was moving out. Thinking on my feet, I grabbed a random bag of dog food that I had in my car (I always have random things in my car for situations like this), used it to get traction under the wheels of the U-Haul. It took many attempts but after about two hours, that resident was finally on her way. She was so thankful for my help and told me she would never forget my kindness.

Things around our office aren’t always peaches and cream, however. Another Saturday that I worked, I was given a“gift” from a resident. She had come into put some service requests for her unit. After we completed that, she proceeded to put what looked like a tin of Christmas cookies on my desk. I said thank you, but she told me it wasn’t good. I opened the tin and it was a LIVE MOUSE ! She claimed she caught it at 6 AM that morning, now I don’t have proof if she actually caught the mouse or what, but all I knew at the time was that I was stuck with this mouse now. I was honestly at a loss for words. I would be very frustrated too if I was dealing with pest control issues in my home, so looking back at this I can’t even blame the resident for doing this. At least now I have an entertaining story to tell!

The only thing residents really want is their problems solved. It might be an email with a question about their rent payment, an in-person complaint about a neighbor, a voicemail regarding a service request, ANYTHING! They just want a prompt response and a solution to whatever their question or problem is. I have made that one of my top priorities as a Resident Relations Specialist -- making sure I always get back to a resident in a timely manner. When residents know that their issues are being addressed, this makes them happy and want to stay with us.

Continued on page 11

Allen Co. (260) 399-6189

Adams-Wells Co. (260) 301-3432

LICENSEDINSURED

LOCALLY OWNED

John Long, Owner

Protecting Life, Property & Health

www.bugfreepestcontrol.net

M a r c h & A p r i l 2 0 1 9 O n S i t e 1 1

Continued from page 11

This can sometimes be overwhelming due to the fact we have about 2,000 units at Canterbury Green (which still amazes me!). This puts us at over 4,000 residents that we are responsible for keeping their home safe, livable, and overall happy with their residency. Time management and organization is key to the success of our department. We utilize many different databases to address other situations like lease renewals, expiring renter’s insurance policies, and “notes” for resident activity. This is helpful for our department for us to all be on the same page when it comes to addressing resident issues. Communication is a huge part of our jobs, between us as workers but also with our residents.

I will be honest -- being a Resident Relations Specialist is not a job for just anyone. You must have thick skin when you have a resident who is yelling at you in front of many people, for example. Remember that the resident isn’t personally mad at you -- they are mad at the situation! You also must be understanding and willing to listen to the resident, even if they are going on about other issues in

their lives. Sometimes, you are the only person they have in their life to talk to about anything, so be willing to listen to them! I waited tables in restaurants for about 3 years before I ever started working here. I can say that experience definitely prepared me for what I would experience in this position. Customer service is everything in our job. Communication, listening, and organizational skills are so necessary to be successful in the Resident Relations Department. I love that I learn something new every day in this position and there is NEVER a dull moment! The best part about this job is hearing a resident say how much they enjoy living here and how much they appreciate my help. It really makes it all worth it.

Christine Wright

What is Resident Relations?

ONSITE

ADVERTISING RATES

Annual Rates

Deadline for new ads or ad changes is the first Friday of the month prior to the issue!

Company Name: _________________________ Representative: _____________________________

q Use the 2018 Advertisement q I will send a NEW digital image q Advertisement design needed

Annual RatesBusiness Card $399

Quarter Page $579

Half Page $999

Full Page $1,549

Apartment Association of Fort Wayne-NEIPhone: (260) 482-2916; Fax: (260) 482-5187

E-mail: bwyatt@aafw.org

FULL-COLOR Ads for ALL Advertisers Clickable Link to Your Website/Email

ONSITEADVERTISING RATES

The OnSite is displayed on the newly launched AAFW-NEI website. What does this mean for advertisers?

* Full-Color advertisements for ALL advertisers * Direct link to your website. This will make it extremely easy for potential customers to visit your website! * Email hyperlinks from your ad allowing easy communication and requests for proposals * Increased exposure as OnSite newsletters will be available to AAFW-NEI members AND the community The OnSite is the area’s leading source for multi-family housing information! Your advertisement in the OnSite will be a regular reminder for not only your current customers, but also an introduction to those new and/or potential customers within the Association and to the thousands of visitors to the Association website.

The OnSite is published monthly and is posted on aafw.org on the first business day of the month. Emails with direct OnSite links will be sent to AAFW-NEI members and key community leaders. Facebook posts will also alert followers that a new issue is available.

Size of Advertisement: q Business Card 3 1/2” X 2 1/2” q Quarter Page 3 1/2” X 5”(vertical)

q Half Page 7 1/2” X 5 5/8” (horizontal) or 3 5/8” X 9 3/4” (vertical) q Full Page 7 1/2” X 9 3/4”

Business Card ~ $399Quarter Page ~ $579

Half Page ~ $999Full Page ~ $1,549

FULL-COLOR Ads for ALL Advertisers Clickable Link to Your Website/E-mail

Deadline for New Ads or Ad Changes is the 1st Friday of the month prior to the issue you would like it run in.

For more information on advertising contact Beth Wyatt at bwyatt@aafw.org.

Discrimination in advertising is prohibited by the Fair Housing Act, but “advertising” doesn’t just apply to traditional advertising, such as newspaper and Internet ads. Social media communications are often considered advertisements. Here are 5 tips to ensure your social media complies with Fair Housing laws:

1) Train everyone in Fair Housing. Before being given access to your social media accounts, each person should complete fair housing training and acknowledge your company’s policies and procedures. Do the same for any agency or service that has access to your social media.

2) Show diversity in images. Consider all federal, state, and locally protected classes. For example, show males and females, people of different races, people with disabilities, a variety of ages, and families with and without children. Show diversity when using avatars, animated characters, and illustrations, too.

3) Use welcoming language. Social media messages must not position your community as more or less suitable for someone based on membership in a protected class. Avoid things like racial or ethnic terms,

references to religion, exclusions based on disability, and limitations based on familial status. A good rule of thumb is to describe the community, not the people.

4) Designate a point person to regularly review all social media posts. Reviews should look for words or images that discriminate, limit or deny equal access to your community based on membership in any federally, state or locally protected class. Also look for posts in which prospective or current residents indicate they feel they’ve been treated unfairly, don’t feel welcome in your community, feel they are being discouraged from living in your community.

5) Display the Equal Housing Opportunity Logo. Always show the Equal Housing Opportunity slogan, logo or statement on your social media pages and on your website.

Learn more about the course at http://gracehill.com/blog/new-grace-hill-mini-course-fair-housing-social-media/, and sign-up for a quick demo at the bottom of the page if you’re interested in learning more about staying compliant.

Kimberly Cadenagracehill.com | 866.472.2344Copyright © 2017 Grace Hill, All rights reserved.15 S Main St Suite 500, Greenville, SC 29601

REGISTER for our March 7th Reputation & Reviews class on handling social media.

5 TIPS TO ENSURE SOCIAL MEDIA COMPLIES WITH FAIR HOUSING LAWS

1 2 M a r c h & A p r i l 2 0 1 9 O n S i t e

Grace Hill recently released a quarterly mini-course on Fair

Housing & Social Media.

M a r c h & A p r i l 2 0 1 9 O n S i t e 1 3

Sign Us Up to Network!!! Member Company:

Names: 1)

2)

3)

Meet Me @ 5:00Wednesday, April 17th, 5:00 p.m. to 6:30 p.m.

Space is limited!!! While this is a free member event, your registration

by April 12th is appreciated.

They say in business it’s all about who you know. Meet Me @ 5:00 is an after-work event designed to create opportunities for you to

build lasting relationships with other professionals in the multifamily industry and local business community.

Special New Member & New Representative Reception

from 4:00 p.m. to 5:00 p.m.

This interactive networking session is for all new members, new employees, and those who want to become more involved in the Apartment Association. This reception will be an opportunity to meet fellow members

and learn how you can make the most of your membership! Learn about:

Your Member Benefits

Upcoming Events and functions

Sponsorship and advertising opportunitiesto help increase your business

Education opportunities to expand your expertise and career

How to meet all the “right people!”

Meet at the newly remodeled and expanded Birdies at Canterbury from 5:00 p.m. to 6:30 p.m. to have a bite to eat, enjoy a cash bar and

network with other AAFW-NEI members.

Our goal is to provide you with a laid back, comfortable & social atmosphere where

you can take the time to get to know other professionals and build lasting

relationships with them!

There is NO COST to attend thanks to Canterbury Green hosting the event and providing light refreshments (cash bar available). Don’t forget business cards!

1 4 M a r c h & A p r i l 2 0 1 9 O n S i t e

AAFW-NEI Event Calendar HighlightsS M T W T F S

1 2 3 4 5 6 7 8 910 11 12 13 14 15 1617 18 19 20 21 22 2324 25 26 27 28 29 3030

5 N A A A d v o c a t e

Wash ington D .C .

6 N A A A d v o c a t e

Wash ington D .C .

7 N A A A d v o c a t e

Wash ington D .C .

E d u c a t i o n 2 0 1 9 ~

R e p u t a t i o n & R e v i e w s : H a n d l i n g S o c i a l M e d i a

9 a .m. -- 1 1 a .m. @ AAFW-NEI Of f i ce

8 N A A A d v o c a t e

Wash ington D .C .

1 0 D a y l i g h t S a v i n g s B e g i n s

1 2 N O B r e a k f a s t C o n n e c t i o n

1 7 S t . P a t r i c k ’ s D a y

1 9 B o a r d o f D i r e c t o r ’ s 8 a .m. @ AAFW-NEI Back Bu i ld ing

2 0 S p r i n g B e g i n s

E d u c a t i o n 2 0 1 9 ~

A p p l i a n c e R e p a i r

9 a .m. -- 1 1 a .m. @ AAFW-NEI Of f i ce

2 3 S u m m i t C e l e b r a t i o n

@ Cerut i ’ s 5 :30 p .m. -- Cash Bar 6:30 p .m. -- D inner & Program

2 5 C A M : C e r t i f i e d A p a r t m e n t

M a n a g e r D e s i g n a t i o n C o u r s e

9 a .m. -- 4 p .m. @ AAFW-NEI Of f i ce

2 6 C A M : C e r t i f i e d A p a r t m e n t

M a n a g e r D e s i g n a t i o n C o u r s e

9 a .m. -- 4 p .m. @ AAFW-NEI Of f i ce

2 7 C A M : C e r t i f i e d A p a r t m e n t

M a n a g e r D e s i g n a t i o n C o u r s e

9 a .m. -- 4 p .m. @ AAFW-NEI Of f i ce

M a r c h & A p r i l 2 0 1 9 O n S i t e 1 5

AAFW-NEI Event Calendar Highlights

S M T W T F S

1 2 3 4 5 67 8 9 10 11 12 1314 15 16 17 18 19 2021 22 23 24 25 26 2728 29 30

9 A p r i l B r e a k f a s t C o n n e c t i o n

8 a .m. @ Ramada P laza

I A A M a i n t e n a n c e M a n i a

I nd iana Sta te Fa i rgrounds

1 6 B o a r d o f D i r e c t o r s 8 a .m. @ AAFW-NEI Back Bu i ld ing

1 7 N e w M e m b e r &

R e p r e s e n t a t i v e R e c e p t i o n

4 p .m. -- 5 p .m. @ B ird ies a t Canterbury Green Apar tments

M e e t M e A t 5

5 p .m. -- 6 :30 p .m. @ B ird ies a t Canterbury Green Apar tments

1 9 G o o d F r i d a y

AAFW-NEI Of f i ce c l oses a t 12 Noon

2 1 E a s t e r

2 2 E a r t h D a y

2 4 E d u c a t i o n 2 0 1 9 ~

F a i r H o u s i n g 9 a .m. -- 12 Noon @ A l len County Pub l i c L i brary

2 6 A r b o r D a y

For a complete list of upcoming AAFW-NEI events visit

http://www.aafw.org/Association/Assocevents.php

Happy Easte r

Welcome resident problems and use these ideas to get in the right mind frame to effectively handle this important customer’s needs. If the resident is emotional, keep your cool. If you are right, there’s no reason to lose your temper. If you are wrong, you cannot afford to lose it.

Never take it personally. The resident is not attacking you…you’re just the filter. He is upset at his problem that you represent at that moment. Don’t expect to win them all. No matter how patient, helpful, and understanding you are, a small percentage of irate Residents cannot be satisfied. Some Residents are just plain “angry” and get their satisfaction from giving others “hell.”

1. Treat People Right - Always be FEP - Friendly, Enthusiastic, and Professional. This is your demeanor that is outwardly visible and always makes a positive difference.

2. Make Each Problem Special - Although a problem may be routine for you - one you solve many times each day - it is special and unique to the Resident. Treat it that way.

3. Don’t Try to Change the Resident - Accept people for what they are. The only person you can change is you.

4. Keep an Open Mind - Don’t use “ALREADY - ALWAYS” listening. That means you “already” know what the other person is going to say because they “always” say it, so we listen to what’s going on in our head instead of what the Resident is really saying.

5. Keep All Promises - Be careful what you say and promise, and always DO WHAT YOU SAY YOU’RE GOING TO DO!

6. Restate the Problem - This shows the Resident you are really listening and helps to eliminate errors. Take written notes.

“Let me make sure I understand what you’re saying . . . “

“Let me see if I got this correctly . . .”

Continued on page 17

Dealing with Problem Residents and Resident Problems … And knowing the difference!

Part IIRick Ellis, CAM, CPM

Scan with your mobile phone to register for Education

2019 Courses!

1 6 M a r c h & A p r i l 2 0 1 9 O n S i t e

Last month we noted the difference between Resident Problems and actual Problem Residents. Resident Problems are why we exist as onsite professionals. These problems allow us to provide solutions and be perceived as a caring and responsive onsite team. Our attitude and actions toward resident problems is our retention program – good or bad, responsive or indifferent. But, resident problems must not be confused with actual “problem” residents

Problem Residents occur only in three situations. 1) The resident does not pay the rent, 2) The resident damages the property, or 3) The resident is a bad neighbor. Other than these three issues, any problem a resident has – real or perceived – is ours to deal with and provides an opportunity to keep a resident longer.

10 Tips For Dealing With Resident Problems

Continued on page 17

7. ASK “How Would You Like Me to Solve This Problem?” - The Resident may have an easy, cheap solution. Most people want less than we think they do, so get their ideas first.

“Do you have any ideas how we might resolve this?”

8. Don’t Tell the Resident “You Have To” - No one likes to be told they “have to” do anything. Besides, the Resident doesn’t “have to” obey the lease or pay rent. He can choose to do otherwise. Create an atmosphere of cooperation and get the Resident to “sign on” to a solution that will benefit him.

9. Don’t Hide Behind Company Policy - Effective Resident service requires you to do the right thing . . . not to do things right. Sometimes the right thing is not what policy says.

10. REMEMBER: You Are “Selling” - Every encounter with the Resident is a reselling of your community. You are selling the Resident to pay their rent, follow the community guidelines, be considerate of their neighbors, etc. Most important, you are selling this Resident on renewing their lease!

And when all is said and done….Thank the Resident - Say THANKS to the Resident for their “complaint” - even if you have to bite your tongue!

Knowing the difference between Problem Residents and Resident Problems and how to handle either may be the starting point for a world-class retention program. It is also one of the best ways to reduce stress and tension for the entire onsite team.

Once we see resident problems as both an opportunity to serve as well as a way to fulfill one of our fundamental onsite responsibilities of resident retention, these resident concerns are no longer the stressors they were. We might even look forward to them. Maybe not, but we won’t stress out either.

Relax and be thankful. Resident problems are also job security.

“Rick Ellis, CAM, CPM, is one of multi housing’s foremost consultants and educational speakers. He is founder and president of ELLIS Consulting Group, based in Irving, Texas. His company offers an array of services to the apartment industry including special problem consulting, contract leasing, market comparable studies, feasibility studies, and his unique “Marketing Observations & Recommendations” reports.

You can contact Rick to learn more about his bottom-line oriented services by calling (972) 256-7500 or writing ELLIS Consulting Group, 6230 N. Beltline Road, Suite 318, Irving, TX 75063, or visit online at www.ellisconsulting.com.

Check Out Rick’s Seminars on May 29 th & 30 th!

M a r c h & A p r i l 2 0 1 9 O n S i t e 1 7

Dealing with Problem Residents and Resident Problems … And knowing the difference!

Part II

American Family Mutual Insurance Company, S.I., American Family Insurance Company, 6000 American Parkway, Madison, WI 53783 006441 – Rev. 11/15 ©2015 – 9175659

Thomas Hendrix, Agent 11720 Olio Rd Ste 400Fishers, IN 46037 Bus: (317) 577-2722 thendrix@amfam.com tomhendrixagency.com

(260) 483-31105532 Saint Joe Road - Fort Wayne, IN 46835

R. Scott PerryRamon S. Perry III

Thomas J. KnightJana M. Lange

Collections - Evictions - WillsSocial Security Disability

Estates

Ramon S. Perry IIIAngela B. Rose

www.perryoffice.net

Collections - Evictions - WillsSocial Security Disability - Estates

5532 Saint Joe Road - Fort Wayne, IN 46835

(260) 483-3110 Ramon S. Perry IIIAngela B. Rose

www.perryoffice.net

R. Scott Perry - Ramon S. Perry III - Thomas J. Knight - Jana M. Lange

OnSite Beginning June/July

2018-2019 Membership Directory/Buyer’s Guide

1 8 M a r c h & A p r i l 2 0 1 9 O n S i t e

Sign us up to be a 2019 Education Partner!

Company

Representative q Will be attending the meeting/class.

Fair Housing ~ April 24 ~ Largest Class of the Year!

q Breakfast Sponsor (3 available - $50 each) q Coffee & Water Sponsor ($100)

Maintenance Shop Hop Lunches ($100 each)

q May q Fall #1 q Fall #2

LIHTC Training & HCCP Certification for Affordable Housing ~ May 15 & 16

q Breakfast Sponsor ($50) q Lunch Sponsor ($100)

EPA Certification Class & Exam ($150 Sponsorship covers the cost of lunches for all students)

q April (EPA Section 608) q May (R410a) q June (EPA Section 608)

The Resident is NOT the Problem! How to Handle Resident Problems & Problem Residents - Rick Ellis

q Breakfast Sponsor (3 available - $50 each) q Coffee & Water Sponsor ($100)

Certificate for Apartment Maintenance Technicians (CAMT) - Starts in October. Call for details!

Be a 2019

education Partner

Take advantage of the opportunity to sponsor one of the great education courses & meetings coming up in 2019! Sponsors will be invited to attend the class, introduce their company and the

instructor. Sponsorship will also cover the meal/refreshments offered during the session.

Sponsors will be highlighted in the meeting promotion depending on when sponsorhip form is received. Signage at the meeting as well as the meal or refreshments will be coordinated by the AAFW-NEI.

Opening Doors

of

Influence

Yes! Register me for Training!Prices listed are per person.

q Entire Course $350 Member / $450 Non-member

q Day 1: LIHTC Training Only $250 Member / $350 Non-member

q Day 2: Advanced Training/HCCP Exam $200 Member / $250 Non-member

q HCCP Exam Fee $175 (non-refundable)

Name:

Company:

Authorized by:

Email:

Date:

Cancellations for the course after May 1st will be charged. Substitutions accepted at any time.

Low Income Housing Tax Credit Training & Housing Credit Certified Professional Exam

Instructed by: Karen Graham, President & CEO of Karen A Graham Consulting, LLC

May 15 & 16, 2019The LIHTC certification course provides a thorough review of IRS regulations and guidance for anyone with responsibility for housing credit properties including site managers and other management staff, asset managers, and regulators. This course includes fundamental training for all LIHTC professionals and advanced training for developers, onsite managers, and asset managers. The HCCP exam will also be offered for those seeking the premier nationally endorsed program for LIHTC professionals. This specialized designation is for developers, property managers, asset managers and others working in the affordable housing industry through the LIHTC program. Successful HCCPs understand how the LIHTC program provides safe, decent, and affordable rental housing for so many American families.

Apartment Association of Fort Wayne-NEIRegister at (260) 482-2916 or fax/email this form

to (260) 482-5187 or info@aafw.org

LIHTC training includes:

• Managing an LIHTC community• Habitability and general use requirements• Full-time students• Qualifying residents and households• Determining resident eligibility• Income and employment, what is included & not• Income vs. assets, calculating assets, determining

cash value, real estate, personal property, etc.• Certification and re-certification:

Recommendations, waivers and transfers• Set asides, target units, lease requirements and

program layering

• Ongoing compliance: File maintenance, first-year files, project information, compliance monitoring

• What is the LIHTC program: History, terms, allocation and continuing eligibility

• Development: Project-wide vs. building by building, applicable fractions, qualified basis, annual credit amount, credit period

• LIHTC program requirements: Maximum allowance incomes, IRS forms, unit vacancy and available unit rules, bonds, acquisition/rehab

• Recent updates: HUD Handbook, Audit Guide, and HERA

M a r c h & A p r i l 2 0 1 9 O n S i t e 1 9

2 0 M a r c h & A p r i l 2 0 1 9 O n S i t e

Open Your Doors of Influence...

You Hold the Key o March Registration o

Reputation & Reviews: Handling Social Media (2 CEC’s) Thursday, March 7, 2019: 9 a.m. to 11 a.m. @ AAFW-NEI Office Instructor ~ Hannah Jackson, Paul Davis Cost: FREE for Education Subscribers $45 per person for Non Education Subscribers

The Reputations & Reviews - Managing Social Media Course will teach you how to use social media to better serve your company. We will be discussing:

•WhatsocialmediaplatformsarebestforYOUR business

•Howtorespondandpreparefornegativereviewsandreputation

•HowandWhentopostsocialmediaforbestresults

There will also be time to address any struggles or areas that YOU would like some specific help in. When you register for the class, please send in those questions or specific things you would like to learn!

~ Registration & Cancellation Deadline: Tuesday, March 5, 2019 ~ Appliance Repair (2 CEC’s) Wednesday, March 20, 2019: 9 a.m. to 11 a.m. @ AAFW-NEI Office Instructor ~ Mark Felger, CAMT, RealAmerica Management Cost: FREE for Education Subscribers $45 per person for Non Education Subscribers

Give your maintenance team the tools to prevent problems before they happen, troubleshoot problems when they occur, and even make minor repairs onsite. Join us for an appliance repair course that will look at refrigerators, stoves, dishwashers, and the parts to fix them! Have any unique problems or questions you want covered? Let us know!

~ Registration & Cancellation Deadline: Monday, March 18, 2019 ~

o

o

Cancellation Policy ~ ALL cancellations AFTER the cancellation date will be charged a NO SHOW fee of $45 per person for Non Education Subscribers and $10 per person for Education Subscribers.

Is there a topic that you would like to see in our Education Program?

If so, NOW is the time to contact the AAFW-NEI office! Planning for the upcoming Fall Education classes will be starting soon! Take advantage of this opportunity to share

your industry knowledge, promote your ideas and showcase your company!

Open Your Doors of Influence...

You Hold the Key o April Registration o

Fair Housing (3 CEC’s) Wednesday, April 24, 2019: 9 a.m. to 12 Noon @ Allen County Public Library Instructor ~ Angelita Fisher, Law Office of Angelita E. Fisher Cost: FREE for Education Subscribers $45 per person for Non Education Subscribers

With discrimination complaints, undercover investigations and penalties on the rise, it is imperative to abide by federal, state and local laws regarding fair housing. Understand your role in fair housing is CRUCIAL! Register your team members today to further their training on:

•CommonFairHousingConcerns

•RespondingtoResidentComplaints

•StayingoutofStickySituations(MaintenanceFocused)

•ManagingProblemResidents

~ Registration & Cancellation Deadline: Monday, April 22, 2019 ~

o

Cancellation Policy ~ ALL cancellations AFTER the cancellation date will be charged a NO SHOW fee of $45 per person for Non Education Subscribers and $10 per person for Education Subscribers.

M a r c h & A p r i l 2 0 1 9 O n S i t e 2 1

Fair Housing Resources

US Dept . of Housing and Urban Development (HUD)

451 7th St. SW, Washington DC 20410-0002

Phone: (202) 708-1112https://www.hud.gov/program_offices/fair_housing_equal_opp

HUD’s Accessibility-Focused Fair Housing First :

www.fairhousingfirst.org

National Fair Housing Advocate Online

www.fairhousing.com

National Fair Housing Alliance

www.nationalfairhousing.org

United States Department of Justice

www.usdoj.gov

Americans with Disabilities Act

www.ada.gov

The Equal Housing Opportunity Logo can be downloaded for free

in 19 different languages at:

https://www.hud.gov/program_offices/fair_housing_equal_

opp/marketing

Multifamily property owners and on-site personnel frequently contend with Fair Housing Issues. It is imperative for professionals in our industry to be aware of and to comply with Fair Housing regulations.

Below are internet and mailing addresses for agencies which provide Fair Housing information:

Apartment owner/managers can request FREE Fair Housing Posters to hang in their offices by calling HUD or call the AAFW-NEI Office at (260) 482-2916 (English & Spanish).

2 2 M a r c h & A p r i l 2 0 1 9 O n S i t e

Are You Ready to Celebrate?

Michele West, Wood Creek Apartments Taylor White, Redwood LivingCo-Chair, Summit Celebration Committee Co-Chair Summit Celebration Committee

Every year, the AAFW-NEI hosts the Summit Celebration – an event that lets us celebrate those that work and serve the multi-family housing industry. We know how hard you work and want to give you a night to sit back, relax, and enjoy an elegant evening with your peers in the industry.

This year, we have changed things up and are excited for you to see all of the new additions! As you know, 2018 was the 40th Anniversary of the Apartment Association of Fort Wayne – NE Indiana. We will be continuing that celebration at the Summit Awards on March 23, 2019 at Ceruti’s Summit Park. The committee has been hard at work over the past year to make menu and program changes to elevate the awards ceremony. The nominations were sent off to three different apartment associations around the country and the winners have been chosen! Who will take home the trophy? You will have to attend to learn first-hand the winners in each category! We will have three new category winners this year: Best Maintenance Team, Rising Star & Outstanding Customer Service.

Attendees should plan on arriving and being treated to hot hors d’ourves along with cheese and vegetable trays. Our cash bar will open at 5:30 p.m. and will remain open until the awards program begins. What’s for dinner? Prime rib and ham will be served at carving stations and the side items will be served buffet style. If you should have any special dietary needs, please contact Peggy at the AAFW-NEI office and she will help you with any special accommodations.

The awards ceremony of the evening will begin approximately at 8:30 p.m. and we have a fantastic emcee lined up for you this year! We don’t want to let the cat out of the bag, so you need to be there to find out who this Fort Wayne Famous person is! In addition to amazing food and a beautiful awards ceremony, we will have a silent auction to benefit our wonderful 2019 charities – SCAN, Inc. and Fort Wayne Children’s Foundation. Our Community Outreach Committee has been working hard on getting these silent auction items together.

Night Under the Stars Basket

Google Home Hub

Holiday Cheer Basket

55” TV

Amazon Echo

ion Pathfinder Charger High-Power All-Weather Speaker with QI Wireless Charging

You do not want to miss the event of the year!

Make sure to register at aafw.org to reserve your seats for this elegant evening of celebration. We look forward to seeing all of our hard-working colleges at Ceruti’s Summit Park on March 23, 2019.

The registration deadline is Friday, March 8th.

M a r c h & A p r i l 2 0 1 9 O n S i t e 2 3

2 4 M a r c h & A p r i l 2 0 1 9 O n S i t e

2018 Summit CelebrationKing & Queen Court

Nancy HeerenRealty

Investments

Jenni Harris-Steele

Island Club

Angela RosePerry Law Office, P.C.

Nicholas AccomandoEdge Supply

Don HughesPrecisionConcrete

Paul JamesColony BayApartments

Proceeds Benefit The candidate that collected the most funds in coins and $1 bills from January 15th to February 15th will be crowned King or Queen of the Summit Celebration

on March 23rd!

Community Outre ach Si lent AuctionCommunity Outreach is holding their annual Silent Auction!

All proceeds from theSilent Auction will go to our 2019 Charities :

Credit Card Payments Accepted this year!

&

We will have AMAZING baskets this year! Make sure to check them out at the Summit Celebration!

A BIG THANK YOU to eveyone who has donated to help make this a successful auction!

M a r c h & A p r i l 2 0 1 9 O n S i t e 2 5

2 6 M a r c h & A p r i l 2 0 1 9 O n S i t e

M a r c h & A p r i l 2 0 1 9 O n S i t e 2 7

February 2019 Breakfast Connection

A Big Thank You to all of our AAFW-NEI Members that brought Pantry Items and Snacks for Mad Anthonys Children’s Hope House to the February Break-

Debra Crews, Willow Creek Crossing

Susan Goree,MidWest America FCU

Kelly Johnson, AllState - Bucher Family Insurance

Nicholas Kreischer,Canterbury Green

Kaila Meshack, CityScape Flats

ToddPatterson,Aardvark Pest Control

Cecilia Rolf,Hays & Sons

Conplete Restoration

Barry Williams, A & B Construction

Paparazzi ~ Seen on the Scene:

2 8 M a r c h & A p r i l 2 0 1 9 O n S i t e

Beginning January 2019Breakfast Connection $15/PersonContact Hope Zellers to Purchase a Pre-paid Coupon Booklet

Email: hzellers@aafw.org Tel: 260.482.2916

Months Still Available...

Associates

April 9th Breakfast Connection ~ Fair Housing8 a.m. @ Ramada Plaza

$15 per person or 1 Breakfast Coupon per person

April is Fair Housing Month and we are very excited to shake things up with a little competition! Match your wits against others,

learn something new, and see how Fair Housing affects you!

Registration deadline is Thursday, April 4th at 12 Noon!

All Cancellations MUST be made the Thursday BEFORE the Breakfast Meeting.ALL Cancellations AFTER the deadline will be charged a NO SHOW fee of FULL PRICE ~

** $17 per person! **

* June * September * December

Apartments

* May

* June

* August

* September

* October

* Novmeber

* December

Connecting the Dots Associate Spotlight

for April 2019:

M a r c h & A p r i l 2 0 1 9 O n S i t e 2 9

Associate Members of the AAFW-NEI

Contact An Associate Member for Your Next Bid!A A & B CONSTRUCTION, LLC ..............................Phone (260) 432-6860AAA ...................................................................Phone (260) 579-9149AARDVARK PEST CONTROL ..............................Phone (260) 471-2800ADVANCED DISPOSAL SERVICE.........................Phone (260) 436-8870AMERICAN FAMILY INSURANCE: Tom Hendrix .............................................. Phone (317) 577-2722AMERICAN FAMILY INSURANCE: Arlene Stutzman Agency ............................Phone (260) 637-9500 AMERICAN HOME STORE FURNITURE ............. Phone (260) 442-0300AMRENT ...........................................................Phone (877) 440-9134 ANTHONY WAYNE CREDIT ADJUSTERS............ Phone (260) 423-9574APARTMENTS.COM ..........................................Phone (260) 402-5654ASPHALT MAINTENANCE SERVICE ...................Phone (260) 422-6068ATI ENERGY GROUP, LLC ..................................Phone (800) 456-3857 Cellphone . (574) 596-7025

BBATH FITTER .......................... Phone (800) 721-8427/(260) 483-6294 Cellphone . (260) 403-9019BED BUG DESTROYERS .....................................Phone (260) 445-7815BEN’S BUGS BE GONE .......................................Phone (260) 255-4887BETTER BUSINESS BUREAU ..............................Phone (260) 423-4433BGI FITNESS ..................................................... Phone (317) 813-2242 Cellphone . (317) 965-5377BND COMMERCIAL ................ Phone (260) 407-0933/(260) 421-1908BONE DRY ROOFING, INC. ................................Phone (260) 267-6189BRIGADOON FITNESS .......................................Phone (260) 434-2400BUCHER FAMILY ALLSTATE INSURANCE .......... Phone (260) 222-2378 Cellphone . (419) 348-3386BUG FREE PEST CONTROL, LLC .........................Phone (260) 399-6189

CCARPET ONE .....................................................Phone (260) 489-4584CERTAPRO PAINTERS ........................................Phone (260) 494-1412 Cellphone .. (260) 444-1953CFS INC.-FLOOR COVERING SPECIALISTS ..........Phone (260) 456-3922COMCAST ........................................................Phone (260) 215-5309 COMMERCIAL FLOOR COVERINGS, INC./ CITY CARPET OUTLET, INC. ..........................Phone (260) 442-2773 CORT ...................................... Phone (877) 467-8268/(616) 257-2770CSC SERVICEWORKS ......................Phone (800) 590-0036 EXT. 55101 Cellphone .. (317) 473-3290

DDELUXE GLASS, INC. .........................................Phone (260) 482-9469

E EDGE SUPPLY ................................................... Phone (866) 715-3343ELLIOT INSURANCE ...........................................Phone (260) 434-1952EXTINGUISHER CO. NO. 1 .................................Phone (260) 497-9110

FFAST SIGNS .......................................................Phone (260) 373-0911FCL SECURITY ....................................................Phone (260) 482-5292FIRST FEDERAL BANK OF THE MIDWEST ..........Phone (260) 489-3036FIRST MERCHANT .............................................Phone (260) 469-6276FORT WAYNE NEWSPAPERS .............................Phone (260) 461-8671 Cellphone . (260) 615-8386

GGREEN, RICHARD AND TRENT ..........................Phone (260) 693-0245

HHAYS & SONS COMPLETE RESTORATION .........Phone (260) 471-9110HD SUPPLY FACILITIES MAINT. .........................Phone (800) 431-3000HOME LUMBER ................................................Phone (260) 493-4436HYLANT .............................................................Phone (260) 969-3900

IIDW WINDOW & ROOF CLEANING ...................Phone (260) 424-1300INDIANA FARM BUREAU INSURANCE ..............Phone (260) 490-2240 Cellphone . (260) 402-1757JJETZ SERVICE CO., INC. .....................................Phone (317) 359-9968

KK KERN PAINTING TOLEDO, LLC ........................Phone (419) 966-0812 KENMORE DIRECT ............................................Phone (260) 486-7329 Cellphone . (260) 348-2016KEY EXTERIORS .................................................Phone (260) 492-8062 Cellphone . (260) 804-3355KINGSTON HEALTHCARE ..................................Phone (260) 415-7741KNOT JUST DECKS .............................................Phone (260) 745-0337KONE ELEVATOR ...............................................Phone (260) 484-9586

LLANDART INC. ...................................................Phone (260) 749-8993LAUNDRY ONE ..................................................Phone (800) 800-0322LAWNSCAPE LAND MANAGEMENT, INC. .........Phone (260) 749-8611LEE SUPPLY CORP. ............................................Phone (260) 471-6433 Cellphone . (260) 348-3404LEISURE POOL & SPA SUPPLY INC. ...................Phone (574) 457-4532

continued on page 30

3 0 M a r c h & A p r i l 2 0 1 9 O n S i t e

Associate Members of the AAFW-NEI

Contact An Associate Member for Your Next Bid!Continued from page 29

LLENGACHER BROS. CONSTRUCTION, INC. ........Phone (260) 492-8738 Cellphone . (260) 704-2534LINCOLN PRINTING ...........................................Phone (260) 424-5200

MMIDWEST AMERICA FCU ..................................Phone (260) 423-8251

O OFFICE CONCEPTS ............................................Phone (260) 484-0451OLD NATIONAL BANK .......................................Phone (260) 310-6613

PPAUL DAVIS ......................................................Phone (260) 436-7510PERRY LAW OFFICE P.C. ....................................Phone (260) 483-3110PNC BANK .........................................................Phone (260) 441-8782POOPRINTS OF NE INDIANA .............................Phone (260) 433-1899PPG PAINTS ...............................................Cellphone (260) 446-6293PRAIRIE WHOLESALE SUPPLY ...........................Phone (260) 436-1551 Cellphone . (260) 445-4850PRECISION CONCRETE, INC. (Mark) ............................. (616) 403-1140PRECISION CONCRETE, INC. (Don) ............................... (317) 695-3271PRECISION DOOR SERVICE ...............................Phone (260) 484-2535PRECISION GLASS .............................................Phone (260) 432-9222PRIORITY 1 ........................................................Phone (260) 497-7993PROFED CREDIT UNION ....................................Phone (260) 496-1312PROFESSIONAL CARPET CLEANING .................Phone (888) 270-1992 /(260) 489-0675

RREPUBLIC SERVICES ..........................................Phone (260) 442-3226RYAN FIREPROTECTION ..............................Cellphone (260) 224-2734

SSHERWIN WILLIAMS, CO. - (FLOORING) .....Cellphone (260) 348-5226SHERWIN WILLIAMS, CO. - (PAINT) ........... Cellphone (260) 222-1623SPRINGFIELD RESTORATION & REMODELING .........................................Phone (260) 657-3351STATE FARM INSURANCE .................................Phone (260) 489-3838STEAMATIC OF FORT WAYNE ...........................Phone (260) 422-7447STEWART, BRIMNER, PETERS & COMPANY INC. ...........................Phone (260) 482-6900S.W.O.R.N. Protection ......................................Phone (260) 748-6600 Cellphone . (260) 255-5052

TTESTIFY MARKETING MEDIA.............................Phone (260) 203-4719TOBACCO FREE ALLEN COUNTY .......................Phone (260) 373-4276 Cellphone . (260) 760-7555TRANSUNION RENTAL SCREENING SOLUTIONS .............................Phone (636) 288-2569TRINITY ECO SOLUTIONS, LLC ......................... Phone (800) 583-0054 Cellphone . (260) 467-0054

Continued on page 31

ONE CALL CLEANS IT ALL

Ft Wayne: 260-424-1300Ohio: 419-339-3999IDOWINDOWSLLC.com

Our Apartment Building Services:Roof Cleaning * Siding Cleaning * Gutter

Fronts * Soffits * Concrete Cleaning & Gutter Cleaning * Professional Window

Cleaning for 25 years

We get rid of the

algae!

BEFORE

AFTER

M a r c h & A p r i l 2 0 1 9 O n S i t e 3 1

Associate Members of the AAFW-NEI

Contact An Associate Member for Your Next Bid!Continued from page 30

WW.C. BORCHELT & SONS ......................................... Phone (260) 485-3412WASH MULTIFAMILY LAUNDRY SYSTEMS, LLC ..............................Phone (800) 521-9938 Cellphone . (616) 295-2790WAYNE PIPE & SUPPLY .....................................Phone (260) 423-9577 Cellphone . (260) 415-5612WILMAR......................................................Cellphone (574) 536-7346WINDOWS, DOORS & MORE ............................Phone (260) 422-7077

XXIBER LLC ..........................................................Phone (317) 565-6010

DO NOT FORGET to fill out your Buyer’s Guide Category List for online! There may be

categories available you are not listed under. DO NOT MISS OUT on Prospective Bids!!

3 2 M a r c h & A p r i l 2 0 1 9 O n S i t e

Ed itor’s Corner

5High Let us know who we can give a HIGH 5 to at the next Breakfast Connection

Who Can You Give a High 5 To?Co-Workers, Employees, AAFW-NEI Associate Members

It’s Up to You!!

Designation Education Courses:

Registration & Cancellations MUST be made by the published deadline. The cost of cancellations may vary

depending on the designation.

Regular Education Courses:

Registration & Cancellations MUST be made 48 Hours PRIOR to the

scheduled class.

The cost of NO SHOW’s is:$10 Per Person for

Education Subscribers $45 Per Person for

NON Education Subscribers

AAFW-NEI Events:

Registrations & Cancellations MUST be made by the published deadline. The cost of cancellations

and NO SHOW’s may vary depending on the event.

Registration & Cancellation Policy * For AAFW-NEI Events *

We apologize for any incorrect information within the contents of these pages. Please notify us of any errors we have made and we will make the corrections.

If you have any news to report from your business or community. Drop us a line and we will do our best to include it in the next issue of the OnSite.

The deadline for submissions for The monThly onsiTe is The second friday of The monTh.~ aafW-nei sTaff ~

The AAFW-NEI OnSite is a complimentary member benefit for AAFW-NEI members.

If you are not receiving a copy of the OnSite and would like to, contact Hope Zellers at (260) 482-2916.

PermissionforreprintsofarticlesisgrantedonlyforthosewrittenbyAAFW-NEIstaff.Providetheauthor’snameandAAFW-NEIinacreditlineasfollows:Author/Reprintedwith

permissionofTheApartmentAssociationofFortWayne-NEIndiana,(260)482-2916.

Other articles must receive copyright clearance from the author or publication noted at the end of the article.Ifyouwishtousetheentirearticle(layout&artwork)fromAAFW-NEI,youmustalsogetAAFW-NEI

approval and print this attribution: “As seen in OnSite,ApartmentAssociationofFortWayne-NEIndiana.”

M a r c h & A p r i l -- Volume 41, Issue 3

M a r c h & A p r i l 2 0 1 9 O n S i t e 3 3

3 4 M a r c h & A p r i l 2 0 1 9 O n S i t e

Community Outreach Flip Flop Drive for the Rescue Mission

Community Outreach will be collecting Flip Flops at the April Breakfast Meeting for the Rescue Mission!

For every pair of flip flops that you bring you will have a chance to win a Gift Card! Each pair of flip flops brought to the meeting will be worth (1) drawing ticket!

No time to shop? No problem! We can do the shopping for you!

Bring cash to the breakfast meeting and we will shop after the breakfast!

THANK YOU for all of your help and support on our drives!