Oh I definitely had times when I thought I was wasting my time...period. Usually after getting yelle...

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It is inappropriate to send a prospective resident a flyer for a festival in the area that is not affiliated with your community.

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Posted by on in Property Management
JanitorBy Colin McCarthy, J.D., Robinson & Wood, San Jose, CA "The childish propensity to intermeddle was the characteristic which the [property possessor] should have taken reasonable precautions to guard against."* Sometimes the courts come up with lyrical gems that get right to the heart of the matter. Through pages and pages of drivel, more often than not there is one pithy sentence which sums up the whole case and rule. I often wonder why the esteemed appellate justices do not just give us the facts of the case and the one pithy sentence. The books would be a lot smaller and cases a lot clearer.** The above quote comes from a case which held both a tenant and the janitor the tenant retained liable for personal injuries to a three-year-old. The proof was that the tenant was in charge of a school. The tenant also, in the same building, housed families. (It was a hotel, and the tenant was the United States Navy). The tenant retained a janitorial service to clean said school on the weekends. Said janitorial service did so. Sometimes, they would stack the furniture -- desks and chairs -- in a pile. (To make cleaning the floor easier?) One weekend, a child was present in the school. Not a stretch, considering the building also contained living quarters. He climbed up on the furniture pile and promptly fell out the window. From the fourth floor. The case had a lot to do with outdated and inapplicable classifications of the child...

Posted by on in Apartment Marketing
b2ap3_thumbnail_Equal-Sign2.jpgRegardless of which side of the aisle you stand on, it’s hard not to notice the phenomenon that’s been sweeping across Facebook over the last few days. Supporters of gay marriage rights were asked to switch their Facebook profile picture to a red equal sign to represent their support, and it’s hard to deny the visual impact that this grassroots strategy has made. Taking cues from this movement, it’s exciting to think about the ways in which businesses could harness this same potential to incite change and spread the word. For example, companies could ask employees to change their profile pictures in support of an important event, cause, or product launch. Or property managers could encourage residents who support a particular charity or other social movement to temporarily switch their picture to spread the word. With little time, effort, or money, you could harness this tactic on your social media platforms to lead a movement. This simple approach has created unbelievable buzz, and is a superb branding strategy that could be put to use in a number of ways, across numerous industries, and with relatively little effort. If you’ve ever questioned if social media is effective, the proof is in the sea of red equal signs taking over Facebook. ...

Posted by on in Apartment Jobs
A friend of mine used to work at a company that required a new idea every week on how to improve the business.  And every week, he would have desperate coworkers asking him if he had any ideas they could “borrow” to share at the meeting.  I always thought that this story highlighted two fundamentally different types of workers:  Those that simply did their job, and those that not only did their job, but managed to improve it at the same time.  That’s not to say there isn’t value in simply doing your job, but there is vastly more value in someone who brings innovation to the table, as well.  Unfortunately, I think many businesses don’t foster that innovation and “business creativity” to transform their employees from the first category to the second. I think those with high levels of business creativity have learned how to see the world in terms of inefficiencies and opportunities.  In other words, they realize that things can always be done better, and are always asking, “What if we tried ________?”  This could be a small change, such as moving a community printer to a more centralized area to reduce travel time.  Or it could mean completely new ideas that spin off of the main core service of the company.  For example, another friend of mine owns a lawn mowing business, which he operates in a very straight forward manner.  But I came to him with this idea:  Why not build templates of sports team’s...

Posted by on in Property Management
Hoarder HomeA guest post by Sara Thompson, Gresham Sanitary Service, Gresham, Oregon You have probably seen these homes on TV, or maybe you’ve seen them in person. People known as “hoarders” compulsively accumulate any and all kinds of things in their homes until it is packed to the ceilings with their every possession. Hoarders usually have an inability to let go of unnecessary items and clean their environment. In some cases, hoarders' homes become dilapidated and dangerous. If you are managing such a property, this can present a serious problem, but with careful planning and consideration, your house can be habitable once again. Dealing With a Hoarding Problem People who become hoarders are in need of help, both with the situation at hand, and in terms of dealing with the disorder. Concerned family members and friends should have the hoarder examined by a doctor, and perhaps consult a therapist. Helping the hoarder also involves completely cleaning out and organizing the home. Piles of clutter can make a home unlivable, creating both safety and sanitation issues. Thus, it’s critical for the home to be cleaned and organized before more problems arise. Possible issues involve fire (due to blocked exits, and huge amounts of paper and flammable objects) as well as the danger of illness from unsanitary conditions in the kitchen and bathroom. Creating a Strategy People who are involved with a hoarding cleanup project need to develop a strategy for cleaning the home, as many hoarding situations can become overwhelming. The best strategy...

Posted by on in Multifamily Industry News and Trends
This report is courtesy of the National Multi Housing Council. In the aftermath of the Great Recession, absorptions dried up, causing the number of vacant apartments to rise beyond the normal range and creating what are termed “excess” vacant units. This excess inventory signaled a supply-demand imbalance that led to a sharp cutback in new production and lower returns. Over the past three years, however, the increase in apartment demand has outstripped the increase in supply, causing occupancy rates to trend up again and reducing excess apartment inventory. But to what extent has that excess inventory of vacant apartments shrunk? Unfortunately, public data are too limited to provide a clear and simple answer. What follows is a brief summary of data sources and issues, along with a standard estimate of excess apartment vacancies. Following that is an assessment of the reliability of this sort of estimate. Our best estimate is that there is little excess vacancy nationally. This means that while there is excess vacancy in some metro areas, it is offset by other markets where the number of vacant apartments is below average. Overview of Public Data on Vacancies There are four main federal data sources that provide estimates of renter vacancy rates: Housing Vacancy Survey, Decennial Census, American Housing Survey and American Community Survey. The most widely used is the Housing Vacancy Survey (HVS). It is available quarterly, making it the most frequent and timely data source, and has metro area vacancy rate estimates as well as vacancy rate...

Posted by on in Multifamily Training and Career Development
I was discussing employee development strategies with the leaders of an organization and my first question was "what are you doing to recognize your employees?" The answer was "They get a ten-year plaque, but they have to wait awhile to get it!" while nervous chuckles from the group of executives ensued. The giggles were not at all in the face of those poor employees who were toiling away for ten years before they received any recognition from their company... they were nervous giggles that said "we know we need to do more." Yes. But not much more needs to be done to make an impact. Consider the low-hanging fruit that can help perpetuate a culture of inclusiveness and dedication. A one-year generic plaque with a letter from the top guys- you know... the guys they see in their orientation materials? All it needs to relay is "we recognize that you have been here a year and thank you." A three-year plaque - this time with their name engraved - and another letter from those same guys stating that they understand three years is a long time and that thanks them for their dedication. $25 gift certificate to anywhere for submitting a great idea or implementing a best practice. Have contests to let your employees decide the name/theme/location of an event and announce the winner publicly. Company newsletters are easy and inexpensive to produce (consider electronic media) but can be instrumental in airing public recognition of good deeds, community service, marriages &...

Posted by on in Apartment Leasing
Multifamily owners walk a tight rope when it comes to managing an adequate rate of return on their respective apartment investments.  To conquer the balancing act between maintaining positive cash flow and mitigating operating expenses is one that requires foresight, financial prowess, and tactful execution to successfully navigate across the proverbial tight rope of profitability. One primary component that requires the utmost consideration is implementation of appropriate apartment rental rates. According to the “Out of Reach 2012” study conducted by the National Low Income Housing Coalition, New Jersey ranks as a Top 5 least affordable state in the country for 2-Bed apartment rentals based on housing wage.  To put things in perspective, the national average housing wage is approximately $16.32; The Garden State mean is $25.04 (approx. +34% over the national average). The report depicts the correlation between “Affordable Housing” versus “Free Market” rental rates per unit type as they pertain to average hourly minimum wages.  Broken down by metropolitans and counties nationwide, the study tallies the amount of household earnings necessary to afford different size apartment rental unit types against fair market rental rates per jurisdiction.  For further information, statistics, and access to the full study, visit www.nlihc.org Perpetual decrease in vacancy rates (current average per NJ metro region @ 3.8% /Northern, 3.0%/Central, & 5.5%/ Southern according to REIS reports) indicates demand for apartment rentals has strengthened. High demand, low vacancy, and shrinking inventory can only lead to increased rental rates.  Albeit very encouraging to Owners, this is where “foresight”...

Posted by on in Multifamily Training and Career Development
My wife and I visited some vintage clothing stores recently in a really fun old town area. As my wife perused through one store, I took my daughter with me to check out the other stores on the street. Right next door was a store catered specifically to men and after looking in, I knew I had to go in! When I met back up with my wife I raved about this store! We decided to grab some coffee and afterwards decided that I would take her back to this store and show her around. As we approached the entrance I saw a small sign that said, “Please leave your food and drinks outside.” My drink was still pretty full, so I asked one of the guys behind the counter if there was a place where I could set my coffee down, while I looked around. He looked at me, smiled and said, “You’re fine!” - and then he said, “Thank you for asking!” We all then walked into the store and had a great time looking around. The staff was extremely welcoming and helpful and really made it feel comfortable to just meander and explore! What do you think would have happened if one of the associates said something like, “You need to take your drink outside!”? or “We don’t allow drinks in the store! Can’t you see the sign?” We probably would have walked out and not returned! Small Picture vs. Big Picture When I managed a high-volume retail...

Posted by on in Resident Retention
  Integrity, Character and Customer Service Does the presence or absence of personal integrity and character directly impact the level of customer service provided? First, let's be reminded what these two words mean.   Integrity - is the way you behave when no one is watching. Character - is the way you treat someone when they can do nothing for you.   Do you think your policies allow your your teams to display the integrity and character I'm referring to here?  The best way to explain what I mean by this is with my own personal examples.  I observe situations on a regular basis and am constantly just shocked at the things people do or don't do in the name of "company policy". Example #1  - was witnessed on a recent outing to K-Mart.  There were only two lines open, therefore they were packed with customers wanting to check out.  When I saw the lines, I decided to just stroll through the store a while longer until they were a bit shorter.  When I finally got up to the check out and it was my turn, I noticed the store manager jumping in and helping the clerks with bagging etc. in order to help speed things up for the many customers who had been waiting (nice touch).  The manager very politely said to one of the clerks, next  time please don't take your break when you notice the lines that long.  The clerk (a young girl) said, "I was just doing...

Posted by on in Property Management
As property managers, we’re all aware of the multitude of issues that frequently arise with unreliable tenants. Late rental payments, disturbing the peace, illegal activity, and a general disregard for the property are all problems that typically arise in the property management industry. Many times, we’re so focused on dealing with the problems prevalent in the property management industry that we overlook the tenants that always pay on time; the tenants that take good care of their property, the tenants that are considerate of their neighbors. How do we make sure that those tenants are happy? That they feel appreciated? That they know that we want them to remain tenants as long as possible? Chances are those good tenants are feeling unappreciated right now; which means that they will have no reason to stay at your property if a better opportunity opens elsewhere. It’s so important to remember that a rental agreement is between two separate parties, and just like any of us, our tenants like to know that they’re appreciated. Here are just a few ways to show your tenants that they are appreciated: Be sure to take their concerns seriously. If your tenant calls to complain about loud music at midnight, or unauthorized vehicles in their parking spot, take prompt action and make sure that you advise them of both the action and the outcome; don’t make them complain more than once about the same issue. Fulfill the promises that you make. If you promise a tenant a new dishwasher...