San Antonio Apartment Association

RESIDENCEThe SAAA MAGAZINE

San Antonio Apartment Association November/December 2012

www.saaaonline.org

SAAA Launches NEW Website!

November/December 2012 | www.saaaonline.org2

2012 BLUE SANTA KICK-OFF

2012 PAC GOLF TOURNAMENT

CONTENT

Operation Blue Santa is off and running!

Annual PAC Golf Tournament, held at Silverhorn Golf Course

4 WEBSITE FEATURESGo online at www.saaaonline.org

5 NEW BUYER’S GUIDE SECTIONThanks to our loyal Residence supporters

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

19 WINTER AWARDS GALADecember 13th

22 PEP 2013Information for the 2013 program

25 BUSINESS EXPO 2012Photos and more photos!

28 THE LEADERSHIP LINEUP7 Simple Steps

29 PAC GOLF TOURNAMENTPhotos and winners

31 LEGAL UPDATERequests, Notices and Demands

35 ON-SITE ORIENTATIONMeet Your Residents

36 MAINTENANCE MATTERSMold!

44 THE VENDOR ZONE Create A Selling Culture

SAAA STAFFExecutive Director | Teri [email protected]

Director of Communications | Kimberly [email protected]

Director of Education | Jennifer [email protected]

Director of Finance & Operations | Becki Perez-Clark [email protected]

Director of Government Relations | Hector Morales, [email protected]

Director of Member Services | Darlene [email protected]

Director of Programs and Events | Amy Sanchez, [email protected]

Executive Assistant | Debbie [email protected]

Administrative Coordinator | Rose [email protected]

Legal Counsel | David Fritsche 210.227.2726 | [email protected]

18

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San Antonio Apartment Association7525 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).]

THE RESIDENCESAAA MAGAZINE

INFORMATION

www.saaaonline.org | November/December 2012 3

BOARD OF DIRECTORS

PRESIDENTKelley Liserio, NCP

HomeSpring Residential Services

210-682-1500

PRESIDENT-ELECTRenetta Quintana

NRP Group210-487-7878

VICE PRESIDENTDavid Walker

Gratr Landscapes 210-764-7773

TREASURERMike Rust, CAPS

Shelter Corporation210-767-8104

SECRETARYAllyson McKay, CPM

Lincoln Property Company

210-499-0314

PSC PRESIDENTMatt Lusk

Impact Floors 210-249-0300

PAST PRESIDENTSMark Hurley - Highland Commercial PropertiesDonna Schmidt, CPM - Fogelman Management Group

OWNER DIRECTORS Celine Williams - Alpha-Barnes Real EstateSteve Ross - Bob Ross RealtyDebbie Wiatrek - Capstone Real Estate ServicesJuan Carlos Suarez - Domit ManagementJulie Agne-Highsmith - Embrey Management ServicesRyan Wilson - Franklin Development PropertiesCheree Allee - Greystar Real Estate Partners Jody Marquez - Implicity ManagementAmber Edwards - Resource Residential

ASSOCIATE DIRECTORSDelfina Aguilar - Appliance WarehouseApril Chapman, CAS - The Liberty GroupScott Milgrom - Signs NowMary Tranchell - Vamvoras Plumbing

LIFETIME BOARD MEMBERSBarbara MacManus, CAM, CAPS, CPM, Mac Real Estate Bob Ross, Bob Ross Realty (Dec.)

PRODUCT SERVICE COUNCIL BOARDPresident - Matt Lusk - Impact FloorsPresident-Elect - Delfina Aguilar - Appliance WarehouseVice President - Scott Milgrom - Signs NowSecretary - Mary Tranchell - Vamvoras Plumbing

PRODUCT SERVICE COUNCIL MEMBERS AT LARGELiz Johnson - Alamo City RecoveryJoe Anthony Guerrero - Bexar TowingNicole Plummer - CORT April Chapman, CAS - The Liberty Group Tiffany Koch - Lone Star CarpetCathy McCoy - Time Warner CablePast President - Nancy Payne, CAS - ForRent Media Solutions

______________________________________________________

TEXAS APARTMENT ASSOCIATIONPresident - Scott Wilder, CAPSVice President at Large - Mark HurleyDelegates - 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______________________________________________________

NATIONAL APARTMENT ASSOCIATIONChairman - Jerry Wilkinson, CAPS, CCIMRegional Vice President - Mike ClarkDelegates - Mark Hurley; Kelley Liserio, NCP; Renetta Quintana; Steve Ross; Donna Schmidt, CPMAlternates - Allyson McKay; Marc Ross; Mike Rust


NEW SAAA WEBSITE


RESIDENCEThe SAAA MAGAZINE

NewBUYER’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!

November/December 2012 | www.saaaonline.org6 www.colorsunlimited.org

www.saaaonline.org | November/December 2012 7www.hsrconstruction.com

November/December 2012 | www.saaaonline.org8 www.prolinepaving.com

www.saaaonline.org | November/December 2012 9www.saws.org


www.centuryac.com

www.coinmach.com


www.CrimeCleanofTexas.com www.supplyhq.com

www.bgstaffing.com


www.rotorooter.com/rrba

www.homespringresidential.com www.meyersmithinc.com


Marti Parker San Antonio/AustinOrder 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.hsrconstruction.com www.signswestaustin.com

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

210.826.1777Landscape Management Services• Lawn and landscape maintenance• Professional landscape design• Landscape installation Irrigation Services• Irrigation repair• Irrigation installationTree Services• Pruning• Removal/ Stump grinding• Demossing• Insurance claims

Serving the San Antonio Area

Since 1983


PRESIDENT’S MESSAGE


210-499-5998 • apartmentguide.com

281-261-6334dixiecarpet.com

210-377-3116forrent.com

210-590-6200 bexartowing.net

210-648-0799alamocityrecovery.com

210-325-7155 apartments.com

210-697-9200coinmachcorp.com

210-615-8264cort.com

210-764-7773gratrlandscapes.com

210.348.0346 • bgstaffing.com

DIAMOND SPONSORS


800-431-3000 hdsupply.com

210-389-9216impactfloors.com

210-525-7966thelibertygroup.com

512-836-9311 lonestarcarpets.com

210-212-4444rasafloors.com

210-257-0000redicarpet.com

210-520-6699 signsnowsa.com

210-582-9586twc-sa.com

210-341-2004vamvorasplumbing.com

210-734-0000 worldwidepest.com

DIAMOND SPONSORS


WELCOME TO THE SAAA FAMILY!

NEW MEMBER SPOTLIGHT

CONTACT

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

Bexar TowingCortCriterion Brock Diamond ManagementGoing GreenHD SupplyThe Liberty GroupRedi CarpetShweiki Media Texas Tide BandTime Warner Cable

OPERATIONBLUE SANTAThank you to the following compa-nies and individuals for donating to the Blue Santa Kick-off Party!

ANNOUNCEMENTS

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 dead-lines. 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

Special Thanks to Shelly Miles and Cleto Rodriguez from WOAI for attending our event and to Evil Olive on Thousand Oaks for hosting!


Join us as we celebrate our members and volunteers,

and present awards for the following:

SAAA Members, this is your opportunity to shine! We want to recognize your hard work and contributions to our industry!

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 SponsorsOlin Steele Award Nominees

Stanley HammerMembership Top Recruiters of the YearPSC Horizon AwardPSC Member of the Year AwardPresident’s AwardInstructor of the YearSuper Star AwardsCommittee Chairpersons

DECEMBER EVENT

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 78212Log on to www.saaaonline.org to register!


NEW MEMBERSMEMBERSHIP

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

Join us in welcoming our NEW MEMBERSto SAAA!

VENDOR MEMBERS:

Appfolio, Inc.Melissa Kumnick50 Castilian DrGoleta, CA 93117(805) 308-6272Appfolio.com

ARS ContractorsRamiro Chavez125 Walsh StreetSan Antonio, TX 78212allreadyservices.com

C & Z EnterprisesSteve Marion212 Arvin Dr.San Antonio, TX 78209(210) 241-7336Candz.us

Carter-Young IncSteve Carter1500 Klondike Rd #A-210Conyers, GA 30094(678) 995-4242Carter-young.com

CC Construction ServicesThomas Burghart8603 N New BraunfelsSan Antonio, TX 78217(210) 826-7771

Crestmark Construction ServicesBrenda Nite1213 Shepherd DriveHouston, TX 77007(866) 918-8780Crestmarkservices.com

Econo Move & Storage, Inc.Rudy Sendejo408 W NakomaSan Antonio, TX 78216(210) 637-6100Ecomoveandstorage.com

Fine Shining Professional Cleaning ServicesMichelle HutsonPO Box 96Schertz, TX 78154(210) 417-4554Fineshining.com

Fire & Life Safety AmericaDavid Hoel144 Windy MeadowsSchertz, TX 78154(210) 637-0436Flsamerica.com

Fit Supply, LLCHugh Plitt407 113th StreetArlington, TX 76011(800) 371-1602Fitsupply.com

Heavenly Gourmet LLCLoretta Ortiz3131 Nacogdoches Rd.#111San Antonio, TX 78217(210) 496-9090Heavenly g.com

KoolCoteCorky Hume4674 Priem Ln Ste 105Pflugerville, TX 78660(210) 637-5740Koolcote.com

Moen IncorporatedJoe Schmittle31315 Capella CircleTomball, TX 77375(713) 806-0077

Precision Life Safety ServicesDavid Fahrenthold7111 EckhertSan Antonio, TX 78238(210) 680-7211

STW GroupSteve Brown III20614 Stone Oak Pkwy#1127San Antonio, TX 78258(210) 957-7935Stwgroup.net

Statewide Patrol, IncChristopher Bila8626 Tesoro Dr.Suite 504San Antonio, TX 78217(210) 979-6400Statewidepatrol.com

Texacraft Tropic CraftSusan LeighPO Box 974Sugar Land, TX 77487(800) 231-9790Winstoncontract.com

OWNER/MANAGEMENT MEMBERS :

Darlene & Jon Kjoller993 RosemaryNew Braunfels, TX 78130(830) 625-1064

Michigan Avenue Real Estate GroupChris Mastin25006 Estancia CirSan Antonio, TX 78258(210) 481-5050

Broadway DevelopmentsMaria Cantu1915 BroadwaySan Antonio, TX 78215(210) 444-1915Broadwaydevelopments.com E.T Builders, LLCRoger Hopkins2405 Lifehaus, S 205New Braunfels, TX 78130(830) 743-2864Etbuilds.com Merge ManagementAmy Farmer270 N. Denton Tap Rd.#100Coppell, TX 75019(972) 462-0111Mergemanagement.com


ANNOUNCEMENTS

DATE: February 28, 2013TIME: 6:00 p.m. Dinner & CeremonyCOST: $35 per person (pre-registered) $40 at the doorLOCATION: The Venues at Valero

Online registration opens January 3, 2013

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

EVENTSFor questions regarding any

SAAA Event, contactAmy Sanchez at 210.692.7797

DATE: January 17, 2013TIME: 6:00 p.m. Reception; 7:00 p.m. Dinner & CeremonyCOST: $35 per person (pre-registered), $40 at the doorLOCATION: The Club at Sonterra

Online registration opens November 22, 2012 at www.saaaonline.org

PAC CLAYSHOOT

INDUSTRYACHIEVEMENT AWARDS

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

2013INSTALLATION OFOFFICERS

DATE: January 25, 2013TIME: 12:00 p.m. - 6:00 p.m.COST: Player registration $150 per person Spectator registration $75 per personLOCATION: National Shooting Complex

For sponsorships, contact Amy Sanchez at [email protected].

For shooter & spectator registrations, contact Hector Morales at [email protected]

CASINO NIGHT!DATE: February 28, 2013TIME: 8:00 - 10:00 p.m.COST: Free admittance for on-site, owners and mangagement companiesLOCATION: The Venues at Valero

Varying levels of sponsorships will be available.Contact [email protected] for information.


Presented by:

the pep plan

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You can’t afford to

miss this excep-

tional opportunity!

SAAA is committed

to providing you

the best education

possible...at an

affordable price!

01

SAAA is proud to be one of the “Big Five” local associations in Texas. Chartered in 1964, SAAA is a non-profit trade organi-zation serving 21 counties. Currently, the Association is made up of more than 1,500 multi-family mem-bers and over 350 indus-try related product and service members. SAAA prides itself in offering professional education opportunities for all our members from owners to maintenance personnel and everyone at any staff level.

SAAA 02

Professional Curriculum...The 2013 Professional Education Program (PEP) is designed to provide additional value to your Association membership. A carefully planned vari-ety of quality instruction has been implemented to meet the needs of all multi-family personnel. All PEP approved courses qualify for continuing education credits (CEC’s) from the National Apartment Association Education Institute (NAAEI).

CURRICULUM 03

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 resourceful-ness to ensure that students receive the most from their training.

INSTRUCTORS


Affordable Pricing!

04

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.

SCHEDULES 05

Easy Registration...The PEP program has been designed to be affordable and valuable to our apartment communi-ty members. For example, Main Street Apartments pays the one-time PEP tuition*; throughout the year, the manager, assistant manag-er, 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.

REGISTRATION 06 PRICING

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 = $399201+ units = $525

To view the 2013 PEP Brochure, including the Class Schedule, go to www.saaaonline.org

and click on the Education/PEP tab


ANNOUNCEMENTS

MAINTENANCEMANIAMake plans to attend the 2013 Maintenance Mania Competition!

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

2013COOK-OFFCome to the Chili Cook-off!

DATE: March 23, 2013TIME: 3:00 - 7:00 p.m.COST: $25 per person (pre-registered) $30 at the gateLOCATION: Helotes Fairgrounds

Online registration opensJanuary 26, 2013 at www.saaaonline.orgSponsorships will be available - contact [email protected] COOK-OFF

2013

More details to follow!


BUSINESS EXPO

2012 BUSINESS EXPOTHURSDAY, SEPTEMBER 20TH

Expo Hall at the Freeman

Great turnout at our new location! Thanks to everyone who exhibited and attended this year!


BUSINESS EXPO

Presented by:

MARK YOUR CALENDARS FOR NEXT YEAR’S

EXPO!September 19, 2013


BUSINESS EXPO

CONGRATULATIONS TO OUR BOOTH WINNERS!

Best Single Booth: Colors UnlimitedBest Multiple Booth: Coinmach


THE LEADERSHIP LINEUP

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 some-times 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.

GOALSMake 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 under-stand. Focus your team on as few goals as possible.

Communicate the team’s goals often and through vari-ous 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 PEOPLEWhat 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 individu-al’s strengths and the team’s overall strengths.

WALK YOUR TALKYou need to practice what you preach. This is how you establish trust and credibility. Model the way by par-ticipating 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, mod-eling this key behavior.

Stay sharp. You need to be competent for others to fol-low 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 POWERGood process is like having a high performance ma-chine. 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 re-peatedly. 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 ac-cording to the strengths of each teammate.

CHANGEEmbrace 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 im-prove it the next time?”

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

ADVOCACYSupport your team and they’ll support you. Promote your team members. Make sure others outside your team know about the individual team members’ suc-cesses. 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 re-wards, recognition, and resources that your team de-serves.

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.

7 SIMPLE STEPSTHAT WILL TURN YOU INTO A POWERFUL LEADER


GOLF TOURNAMENT

2012 PAC GOLF TOURNAMENTWEDNESDAY SEPTEMBER 19TH

Silverhorn Golf Course

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


GOLF TOURNAMENT

Presented by:

CONGRATULATIONS TO OUR WINNERS!1ST FLIGHT1st Place: G&W Flooring Sills, Barbee, Grabarkewitz, Holman2nd Place: 1st Choice Management Group Humes, Rippeto, Farriss, Leitch3rd Place: Waste Management Sandoval, Perez, Cooley, Lopez

2ND FLIGHT1st Place: Bob Ross Realty Team Stern, Stanley, Biggs, Loeffel2nd Place: Rasa Floors Lopez, Garza, Lewis, Carroll3rd Place: CORT Koch, Avila, Perrenoud, Wunch

3RD FLIGHT1st Place: Maintenance Supply HQ Karol, Ward2nd Place: Maintenance Supply HQ Dziadon, Jason, Bookout, Fern3rd Place: Lonestar Carpet Team Koch, Leeper, Liserio & Moerbe


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


LEGAL UPDATE


LEGAL UPDATE

© 2012 R. David FritscheLaw 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 Apart-ment 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 [email protected].


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 igno-rance of what their residents like or dislike, ignore and abhor. To ensure retention, pay attention!

The Basics: What Residents Love• 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

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

How We Can Win Points With Residents• 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!

ON-SITE ORIENTATION

MEET YOURRESIDENTSTREAT THEM LIKE FAMILYOR

by: Craig Harrison

H


MAINTENANCE MATTERS

olds are part of the natural envi-ronment...and is certainly a prob-lem in Texas. Outdoors, molds play a part in nature by break-

ing down dead organic matter such as fall-en leaves and dead trees. But indoors, mold growth should be avoided. Molds reproduce by means of tiny spores. These spores are in-visible 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:

• Potential health effects and symptoms as-sociated with mold exposure include allergic reactions, asthma and other respiratory prob-lems.

• The way to control mold is to control mois-ture.

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

• Fix the source of the water problem to pre-vent mold growth.

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

1. Venting bathrooms and clothes dryers to outside.

2. Use air conditioners and de-humidifiers

3. Increase ventilation

4. Use exhaust fans

• Clean and dry any damp or wet building ma-terials 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.

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

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

MOISTURE CONTROL IS THE KEY TO MOLD CONTROL

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

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

• Fix all water leaks promptly.

• Run fans and open windows when available

Many times you can smell mold and mildew. It may be hidden in places such as the back-side of drywall, wallpaper or paneling. Or un-der 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.

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 bo-rate-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 gog-gles 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.

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

M


IRO CORNER

When a claim happens, the insurance com-pany is going to look to your policy to de-termine what coverage you are entitled to. Understanding the key elements of your in-surance 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 Replace-ment 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 re-placement cost minus depreciation. When a policy includes this provision, an adjust-er 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 re-mains.

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 settle-ment 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 re-imburse 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 com-pany to pay for the damages caused by a covered peril to covered property (subject to terms & conditions outlined in the poli-cy). The insurer guarantees that the money needed to meet its obligation will be held in reserve specifically for your property, re-gardless of any other claims they sustain. The quality of that guarantee can be eval-uated by reviewing the company’s financial strength ratings from a variety of sourc-es 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 admin-istrator, 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 con-cept to purchasing shares of a mutual fund, rather than purchasing a single stock. The program administrator will purchase very large property limits for unspecified loca-tions at discounted rates. The administra-tor 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 adminis-trator 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 adminis-trator monitor the changes to maintain ad-equate limits. In the event of a catastroph-ic claim affecting multiple members, if the policy limits prove to be inadequate, you could find yourself without enough cover-age for your claim.

Furthermore, because it is difficult to de-termine 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 re-ferred to as “loss of rents” coverage, pays for the income your property would have collected, but didn’t due to damage mak-ing 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-

WHAT QUESTIONSSHOULD YOU ASK YOUR INSURANCE AGENT? by: Jason Hall


IRO CORNER

Upcoming Committee Meetings

November 210:30 a.m. - SAAA

December 710:30 a.m. - SAAA

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 re-lations 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 desig-nation 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 - Moving in Employees - End of the lease Preparing the property - Resident problems Rent - Evictions Marketing - Resident retention Applications - Taxes Screenings - Protecting your investment Rental agreements and leasing forms - 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 [email protected]

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


IRO CORNER

fected by having less than 100% occupancy. 4. Is there a coinsurance provision?

Coinsurance is a provision within a prop-erty policy that provides for a percentage penalty, determined at the time of loss, for undervaluing the property. In essence, co-insurance mandates that. This can some-times be confusing to an owner due to confusion between “market value” and “re-placement value.” Market value is a vari-able that is not part of the insurance equa-tion. 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 provi-sion, 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. Insur-ance 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 ex-clude 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 con-ditions to validate policy coverage. For instance, most companies require all alu-minum 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 cov-erage 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 build-ings, you will often benefit from requesting blanket coverage. Unlike traditional “spe-cific” scheduled property insurance, blan-ket 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 cal-culate 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 per-centage of the value reported to the com-pany. 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 insur-ers. Some policies have a deductible per lo-cation 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 dam-age 2 roofs at a location with 10 buildings, a “per building deductible” would mean that you would only have to meet the de-ductible 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 sub-stantially 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 coverag-es that are required by lenders, that were readily available when loans were origi-nated 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 market-place, and that can create a hardship in satisfying the terms of your loan. So, it’s a good idea to review your lender’s require-ments 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 val-ues. 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 land-lords like me?”

While this is much more subjective than determining the appropriate property lim-its, 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 li-ability 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 leak-age, 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 writ-ten on a special form, the insurance com-pany has a duty to specifically exclude coverage. Simply put, if the insurance com-pany 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 re-view the exclusions. Nonetheless, the spe-cial form is considered the preferred form because it gives you much more compre-hensive protection.


PAC BUSINESS EXCHANGE

PAC BUSINESS EXCHANGE - OCTOBER 23RD

ZA ZA GARDENS



BOB ROSS REALTYMarc Ross, Principal

Alan Ross, Regional Property Supervisor

BNP INVESTMENTSBen Ross, Owner

CAPSTONE REAL ESTATE SERVICESLita Rodriguez, Regional Manager

FOGELMAN PROPERTIESDonna Schmidt, Regional Vice President

Tammy Leeper, Property Manager

FRANCIS PROPERTY MANAGEMENTDebbie Sulzer, Regional Vice PresidentDawn Neuman, Property Supvervisor

GREYSTARCheree Allee, Regional Property ManagerKim Mader, Regional Property Manager

HEDGES STREET PROPERTIESSam Maropis, Owner

HIGHLAND COMMERCIAL PROPERTIESMark Hurley, President

Carlton Wolf, General Manager

HOMESPRING RESIDENTIALKelley Liserio, Vice President, Public Relations

David Pena, Maintenance Supervisor

IMPLICITY MANAGEMENTJody Marquez, President

Lauren Firestone, District Manager

LINCOLN PROPERTY COMPANYSummer Stone, Regional Property ManagerRoberto Barrios, Regional Property Manager

MILESTONE MANAGEMENTDebbie Kratch, Regional ManagerJohn Shaw, Construction Manager

NRP GROUPRenetta Quintana, Regional Property Manager

Jessica Kelly, Regional Property Manager

PINNACLEJeanne Klobedans, Regional Vice President

Jody Bronstad, Investment Manager

RIVERSTONE RESIDENTIALShannon Albright, Regional Manager

Erin Brown, Property Manager

ROSCOE PROPERTIESJack Kerman, Area Maintenance Supervisor

Mariana Escobedo, Property Manager

SELDIN COMPANYStephanie Daughenbaugh, Regional Supervisor

Monica Fernandez, Property Manager

SHELTER CORPORATIONMike Rust, Regional Manager

UNITED APARTMENT GROUPTim Settles, Managing PartnerJoy Pepper, Regional Manager

WESTDALE ASSET MANAGEMENTMerrie Bless, Regional Director

Selina Lazarin, Regional Director

OUR OWNER/MANAGEMENT SPONSORS



ALAMO CITY RECOVERY, INC.Liz Johnson

210-648-0799www.alamocityrecovery.com

AMRENTMartha Davis512-219-7806

www.amrent.com

APARTMENTS.COMLinda Izaguirre & DD Cobb

210-325-7155www.apartments.com

BG STAFFINGKris Burleson & Jennifer Duran

210-348-0346www.bgstaffing.com

BLANCKEN INSURANCE GROUPRuss Blancken877-512-2432

[email protected]

ECONSERVEKatie Anderson713-662-3220

[email protected]

EMERGENCY CLEANING SOLUTIONSKelly Shipley

512-382-7243www.emergencycleaningsolutions.com

FIRE & LIFE SAFETY AMERICAJohn David Hoel210-637-0436

www.flsamerica.com

FOR RENT MEDIA SOLUTIONSNancy Payne & Monica Rodriguez

210-377-3116www.forrent.com

FOUNDATION SPECIALISTSPreston Sams972-239-4374

FSI CONSTRUCTIONTed Williford

www.fsiconstruction.com

HD SUPPLY April Hofmann800-431-3000

www.hdsupplysolutions.com

HEST FITNESS PRODUCTSScott Logan

[email protected]

INGERSOLL RANDTravis Harlan

[email protected]

LAW OFFICES OF R. DAVID FRITSCHEDavid Fritsche 210-227-2726

[email protected]

THE LIBERTY GROUPApril Chapman210-525-7966

www.thelibertygroup.com

PATHFINDER INSURANCE GROUPJason Hall

210-298-4777www.pathfinderlld.com

PEST SHIELDDominick Alongi & Jay Castillo

210- 525-8823www.sanantonio-pestcontrol.com

REDI CARPETPete Collaros & David Steubben

210-257-0000www.redicarpet.com

RESIDENTCHECKIan McIntosh800-491-2580

www.residentcheck.com

SIGNS NOWScott Milgrom210-520-6699

www.signsnowsa.com

VALET WASTEQuincy Jones

817- 798-2103www.valetwaste.com

OUR ASSOCIATE MEMBER COMPANIES

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.


NAA


THE VENDOR ZONE

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 relation-ships. Customer service personnel can de-termine 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 de-partment 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 communi-cation. Help members of your organization recognize how to contribute to the top line by learning a few sales basics. Focus edu-cation and communication on these three areas.

Who Do You Serve Best?Most companies build their target lists around SIC codes, size of company, reve-nue, number of employees and/or geog-raphy. This criteria is called demographics. However, when you really dig into who your best customers are, you will hear dif-ferent 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

and are often overlooked when educating your employees on who you serve best.Teach members of your team how to rec-ognize 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 be-cause 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 or-ganizations such as home owners associa-tions, 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 enlight-en 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 tech-nology 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 FansEveryone knows that it’s less expensive to

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 per-son to share their ideas on how to exceed cus-tomer expectations?

For example, the accounting department could sign invoices, thanking your best cli-ents for paying on-time. What about hav-ing the warehouse team send a picture of their staff with a note thanking your cus-tomers 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 al-ready 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 custom-er 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 happi-ness at Zappos. And everyone at your com-pany 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 in-volved in selling and servicing your clients. Double your sales force without any addi-tional payroll. How’s that for a competitive edge in 2012?

CREATEA SELLING CULTURE

by: Colleen Stanley

E


MARKET INFO


SPONSOR INDEX

BG Staffing ................................................. 11

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

7525 Babcock RoadSan Antonio, Texas 78249

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SAN ANTONIO, TEXASPERMIT NO. 1935

San Antonio Apartment Association

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