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Online Reputation Apartment Association Metro Denver

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					          A PA R T M E N T              JUNE 2011




                                mu nit y's
     y e  Co tation
      our pu                  m
On lin  e R

   Managing and cleaning Up
unwanted “Graffiti” on the Web
                          pg. 14
Trends
                A PA R T M E N T                                                   CONTENTS

                            THE VOICE OF THE
      DENVER MULTIFAMILY HOUSING INDUSTRY
                                                                                        5                    From the President
                                                                                                             Recapping 2010-2011


                                                                                       14
              June 2011 • Volume 24 Number 6
                                                                                                             Management
                                                                                                             Protecting Your Community’s Online Reputation


                                                                                       15                    Ask the Lawyer
                                                                                                             A Tool to Maintain Your Online Reputation


                                                                                       19                    Technology
                                                                                                             Managing Your Online Reputation


                                                                                       21                    Profiles
                                                                                                             Tributes 2008 Revisited: Part One



                              PUBLISHER
                            Mark Williams
                                                                                       22                    Spotlight
                                                                                                             Community Interiors: Tributes Presenting Sponsor


                                                                                       25
                        mwilliams@aamdhq.org

        DESIGN, PRODUCTION, SALES & ADVERTISING
                                                                                                             Photo Album
                    Christopher Dean                                                                         Alliance Wine Tasting Fundraiser
                   cdean@aamdhq.org

                        CONTRIBUTING EDITOR
                         Julie Evans-Schmitt
                          julie@aamdhq.org                                             27                    Resident Retention
                                                                                                             Focus on the Meat & Potatoes of Retention
           COMMUNICATIONS COMMITTEE CHAIRS
              Melissa Robbins, Joel Sandoval

                   CONTRIBUTORS
 Lynett Brockman, Nancy Burke, Drew Hamrick, Brandon
                                                                                      Upcoming AAMD Events                                              Departments
Hegland, Wendy Jenkins, Betty Knecht, Jen Piccotti, Cherie                            6         June Awards                                             3           Leadership
                   Shaw, Lori Snider
                                                                                      10        Tributes 2011                                           7           Eye on the Industry
                      ADVERTISING                                                     13        Calendar                                                8           Association News
 Please contact Christopher Dean or Julie Evans-Schmitt
 at 303.329.3300 for more information about advertising                               13        Education Calendar                                      29          AIMS Update
in Trends. Deadline for contracts and artwork are the first
        Monday of the month prior to publication.
                                                                                      18        Economic Conference                                     32          Advertising Directory
                                                                                                                                                        32          New Members
                   ARTICLE SUBMISSION
   Trends will consider printing any article written by an
 AAMD member that applies to the Denver multi-family
industry, is 500-1200 words, does not promote any single
  company or product. AAMD reserves the right to edit
   any article without notification. Due to space, not all
             articles submitted will be printed.                                   CONTACT AAMD
                                                                                   MAILING ADDRESS:                      Executive Vice President:           Mark Williams, mwilliams@aamdhq.org
                                                                                   3773 Cherry Creek North Drive         Vice Pres. of Government Affairs:   Nancy Burke, nancy@aamdhq.org
                                                                                   Suite 1001                            Vice Pres. of Member Services:      Julie Evans Schmitt, julie@aamdhq.org
                Printing: Siler Printing, Denver, CO                                                                     Vice Pres. of Events & Education:   Betty Knecht, betty@aamdhq.org
                                                                                   Denver, CO 80209
Apartment Trends (USPS 018-233) is published 11 times a year (monthly except for                                         Accounting Manager:                 Earlease Alexander, ealexander@aamdhq.org
the combined November/December issue) by The Apartment Association of Metro
Denver, 3773 Cherry Creek North Drive, Suite 1001, Denver, CO 80209. Periodicals   PHONE: 303.329.3300                   Office Manager:                     Wenonah Clayton, wclayton@aamdhq.org
Postage Paid at Denver, CO. POSTMASTER: Send address changes to Apartment
Trends c/o The Apartment Association of Metro Denver, 3773 Cherry Creek North      FAx: 303.329.0403                     Communication & Marketing Mgr:      Christopher Dean, cdean@aamdhq.org
Drive, Suite 1001, Denver, CO 80209. Subscription included in membership dues.
Apartment Trends is published as a service to its members and all segments of
                                                                                                                         Manager of Education Services:      Wendy Jenkins, wjenkins@aamdhq.org
the apartment industry by The Apartment Association of Metro Denver. Any           MEMBER WEBSITE:                       Programs & Events Manager :         Julie Marie Martinez, juliemarie@aamdhq.org
reproduction or copying in whole or in part, without permission, is prohibited.
Articles and events herein do not necessarily have the endorsement of AAMD but     www.aamdhq.org                        CAA Affiliate Coordinator:          Meghan Storrie, mstorrie@aamdhq.org
may be presented to give readers a diversity of views and activity updates. 3773
Cherry Creek North Drive, Suite 1001, Denver, CO 80209, Phone (303) 329-3300,
Fax (303) 329-0403, E-mail: info@aamdhq.org, Web: www.aamdhq.org. AAMD is
a tax-exempt professional trade association representing the multifamily housing
industry in the metropolitan Denver area. AAMD is affiliated with The Colorado                FACEBOOK                          TWITTER                                 LINKEDIN
Apartment Association (www.caahq.org) and The National Apartment Association                  www.facebook.com/aamdhq           www.twitter.com/aamdhq                  www.linkedin.com/groups?gid=875627
(www.naahq.org).
                                                                                              248 Fans                          91 Followers                            223 Members


   www.aamdhq.org                                                                                                                                                         JUNE 2011 • TRENDS | 1
                                                                                     LEADERSHIP




                                                                                            PRESIDENT                 PRESIDENT-ELECT           VICE PRESIDENT                 SECRETARY
                                                                                            Cherie Shaw                Meredith Wright         Mike Papantonakis               Don Werner
                                                                                      Greystar Real Estate Partners   Echelon Property Group    Nina Property Investors     Metrex Property Group




                                                                                           TREASURER                  SUPPLIER AT LARGE         PAST PRESIDENT            ExECUTIVE VICE PRES.
                                                                                          Rocky Sundling                  Foy Bailey            Jennifer Nessett             Mark Williams
                                                                                         Camden Property Trust          Community Interiors       Sares-Regis Group                AAMD




living smart
                                                                                     2010-2011 BOARD OF DIRECTORS
                                                                                     President                                     Cherie Shaw, Greystar Real Estate Partners
                                                                                     President - Elect:                            Meredith Wright, Echelon Property Group
                                                                                     Vice President:                               Mike Papantonakis, Nina Property Investments
                                                                                     Treasurer:                                    Rocky Sundling, Camden Property Trust
                                                                                     Secretary:                                    Don Werner, Metrex Property Group
                                                                                     Supplier At Large:                            Foy Bailey, Community Interiors
                                                                                     Past President:                               Jennifer Nessett, Sares Regis Group
                                                                                     Executive Vice President:                     Mark Williams, AAMD
                                                                                     Owner Director:                               Gayle Gahagan, Corum Real Estate Group
                                                                                     Owner Director:                               Pat Hutchison, Legacy Partners
                                                                                     Owner Director:                               Jennifer Routon, Echelon Property Group
                                                                                     Supplier Director:                            Dan Flanagan, BluSky Restoration



furniture flexibility for your life
                                                                                     Supplier Director:                            Mark Tschetter, Hopkins Tschetter Sulzer, P.C.
                                                                                     JLAC President:                               Lauren Brockman, Orion Real Estate Group
                                                                                     JLAC Pres. Elect:                             Brandon Rich, Greystar Real Estate Partners
                                                                                     Education President:                          Heather Campbell, Riverstone Residential
                                                                                     Education Pres. Elect:                        Garrett Faillaci, RedPeak Properties
                                                                                     Networking President:                         Vickie Breaux-Michaud, All Set Restoration
                                                                                     Networking Pres.-Elect:                       Joel Sandoval, Valet Waste
                                                                                     Suppliers Council President:                  Megan Dyk, Apartment Book
                                                                                     Suppliers Council Pres-Elect:                 Jon Butters, Arbor Carpet
                                                                                     IROC President:                               Deanie Kennedy, IPM Colorado
Tens of thousands of people every year make CORT the most trusted source for their   NAA Region VIII VP:                           Rex Gambrell, Corum Real Estate Group
                                                                                     CAA President:                                Dana Lowry, Grand West Properties
temporary furniture solutions. Moving for a New Job? Heading Off to School?          2010-2011 COMMITTEE CHAIRS
Landing a Temporary Assignment? Making a Fresh Start?                                Alliance Chair:
                                                                                     Alliance Vice:
                                                                                                                                   Mike Zoellner, RedPeak Properties
                                                                                                                                   Terry Simone, MultiFamilySolutions
                                                                                     Ambassadors Chair                             Larissa Ouellette, BluSky Restoration
                                                                                     Ambassadors Vice:                             Jody Robinson, Career Strategies
                                                                                     Chili Cookoff Chair:                          Chip Kabrud, Mac-Gray


CORT makes living smart easy...
                                                                                     Chili Cookoff Vice:                           Amie Harmon, RediCarpet
                                                                                     Communications Chair:                         Melissa Robbins, Greystar Real Estate Partners
                                                                                     Communications Vice:                          Joel Sandoval, Valet Waste
                                                                                     Charity Auction Chair:                        Mary Wessler, ConAm Colorado, Inc.
                                                                                     Charity Auction Vice:                         Scott Kirkwood, Berkshire Property Advisors
                                                                                     Economic Conf. Chair:                         Rocky Sundling, Camden Property Trust

Furniture         Housewares              Home Accessories         Electronics
                                                                                     Economic Conf. Vice:                          Mark Tschetter, Hopkins Tschetter Sulzer
              •                      •                         •                     Finance Chair:                                Rocky Sundling, Camden Property Trust
                                                                                     Finance Vice:                                 Meredith Wright, Echelon Property Group
                                                                                     Golf Tournament Chair:                        Lyn Jacobs, Arbor Carpet
                                                                                     Golf Tournament Vice:                         Brandon Rich, Greystar Real Estate Partners
                                                                                     June Awards Chair:                            Jennifer Nessett, Sares-Regis Group
                                                                                     Maintenance Olympics Chair:                   Ed Schell, HD Supply
 Showroom & Clearance Center         Rental Showroom                                 Maintenance Olympics Vice:                    Mike Colton, Greystar Real Estate Partners
                                                                                     Maintenance Olympics Vice:                    Todd Bowen, Legacy Partners
     600 S Havana Street          1885 W 120th Ave, #200                             Membership Chair:                             Abby Germano, Echelon Property Group
                                                                                     Membership Vice:                              Helen McMahon, RealPage
     Aurora, CO 80012              Westminster, CO 80234                             Membership Vice:                              Jenny Jacobs, Standard Interiors
       303.344.5114                   303.920.9117                                   Public Relations Chair:
                                                                                     Public Relations Vice:
                                                                                                                                   Mike Gosline, Metrex Property Group
                                                                                                                                   Karen Gladney, POWER Leasing
                                                                                     Spring Clean Chair:                           Stacy Valentine, Equity Residential
                                                                                     Spring Clean Vice:                            Wayne Baker, Shaker Painting
                                                                                     Trade Show Chair:                             Parke Pettegrew, Carmel Partners
                               CORT.com   I   888-360-CORT                           Trade Show Vice:                              Christina Steeg, Simpson Property Group

                                                                                     www.aamdhq.org                                                                                                 JUNE 2011 • TRENDS | 3
                                                                                                             FROM THE PRESIDENT

               ::juneawards::
                                                                                                             Cherie Shaw, Greystar Real Estate Partners




                   board installation dinner
                                                                                             Recaping the 2010-2011 Year
                                                  CKD
                                                RO AAM
                                                 THE
                                                                                             T
                                                                                                    hank you to the entire AAMD Membership for your
                                                                                                    continued support and contributions to our industry
                                                                                                    in the past year. I’m proud to report that we had a very
                                                                                                                                                                  campaign funds, and contributed over six times any amount
                                                                                                                                                                  AAMD ever contributed before! We proudly have an 87%
                                                                                                                                                                  success rate at contributing to elected candidates in the state of




                                                     ence
                                                                                             productive fiscal year which allows us to exceed several of our      Colorado who support the apartment industry!




                                                 eri
                                                                                             goals and set some new (all time) AAMD records!




                                         Exp
                                                                                                                                                                      From a legislative perspective AAMD and CAA had an
                                                                                                 We are extremely excited to announce that later this             excellent year protecting our industry. One of many examples
                                                                                             month, AAMD will be recognized throughout the upcoming               was the defeat of House Bill 1214 which would have made
                                                                                             National Apartment Association Conference in Las Vegas as            apartment energy audits mandatory, costing up to $500
                                                                                             the 2011 Paragon Award winner for Education. Specifically            per unit for the audit. Defeating this bill saved the industry
                                                                                             this award recognizes our Educational accomplishments as             upwards of $52,000,000! AAMD also helped to prevent the
                                                                                             well as our program training over 350 individuals on the new         adoption and implementation of rental housing inspection
                                                                                             EPA Lead Paint regulations, which AAMD continues to offer.           and registration programs in at least two Metro Denver
                                                                                             Congratulations to Wendy Jenkins, Manager of Education;              municipalities this year. Again, these are just a few good
                                                                                             Betty Knecht, VP of Events & Education; as well as the entire        examples of our membership dues at work!
                                                                                             AAMD Education Advisory Council, under the leadership of
                                                                                             Parke Pettegrew and Heather Campbell.                                    Finally, we were very active in 2010 and 2011, hosting
                                                                                                                                                                  several charity events to raise and donate over $40,000 and
                                                                                                Our year was filled with successes. We drew record                hundreds of volunteer hours for Family Homestead and their
                                                                                             attendance at the 2011 Maintenance Olympics (over                    communities. AAMD also made significant contributions to
                                                                                             850 registered) and at the 2010 Chili Cookoff (over 1,000            the relief efforts in response to the Japan earthquake and
                                                                                             registered). As of this writing, we have sold a record number of     tsunami crisis, as well as the recent tornado and flooding crisis
                                                                                             booths for our Education Conference and Trade Show and we            in the Southeast. We are very excited to have made generous
                                                                                             are expecting a record number of attendees as well.                  donations to those in need within our community and beyond!

                           HONOR THE
JOIN US FOR AN EVENING TO
                                                                                                 In 2010-2011 the AAMD Membership reached an all-time                 I want to reiterate my thanks to everyone who assisted me

                           2011 rock star
                                                                                             high with 451 Owner/Management companies representing                and the AAMD for a truly outstanding and productive year! I
ACHIEVEMENTS OF THE 2010-                                                                    over 155,000 units, and nearly 500 Supplier Members! At              want to give special thanks to my family and husband Kevin
                         THE 2011-2012 BOARD
VOLUNTEERS AND INSTALL                                                                       renewal time last year, we retained over 90% (another record)        for his ongoing support, as well as my deep appreciation to the
                          IENDS, FOOD & WINE.
OF DIRECTORS AMONGST FR
                                                                                             of the previous year’s membership!                                   Greystar family who also supported me during my year as AAMD
                                                                                                                                                                  President. Finally, as my term comes to a close I want to wish the
                                                                                                Several new programs and partnerships were initiated this

    thursday june 16, 2011
                                                                                                                                                                  best of luck to Meredith Wright and new Board of Directors (pg.
                                                 2010-2011 PRESIDENT   2011-2012 PRESIDENT   year, including our new Online CAA Lease system, our new             9) as they continue to lead the Association’s successes.

infinity park of glendale
                                                     Cherie Shaw          Meredith Wright    resource website, ProApartments.com, and AAMD offered the
                                                                                             CAPS (Certified Apartment Portfolio Supervisor) program for
                                                   presentedby                               the first time in over 15 years, in which 27 people were certified
                                                                                             with this top NAA designation.

                                                                                               Our efforts in the 2010 Election were also exceptional
                                                                                             making a very measureable impact. We raised significant




                                                                                             www.aamdhq.org                                                                                                 JUNE 2011 • TRENDS | 5
                                                                                          EYE ON THE INDUSTRY
Your community can be seen by                                                             Lynett Brockman, Lynett Brockman & Associates


over 850,000 employees.                                                     Movers and Shakers                                                                About ABC Apartment Solutions: By
                                                                                                                                                            offering a free benefit or discount program
                                                                                             Erik Hagevik joins the Holland                                 to preferred employers and their employee
                                                                                          Residential team with over 16 years of                            base, ABC showcases communities on-line
                                                                                          development experience in the Rocky                               that provide discounts to participating
                                                                                          Mountain Region. Erik’s broad background                          employers. This is achieved through a variety
                                                                                          includes the completion of multi family                           of green communications such as postings
                                                                                          resident and mixed use projects as well as        on internal company intranet sites, company endorsed and
                                                                                          land acquisitions for office and retail. He has   distributed e-newsletters and benefit platforms. Multi-family
                                                                          been responsible for all aspects of development including         owners and operators who are looking to improve their
                                                                          site acquisition, development, finance, marketing, leasing ,      in-house outreach marketing results are out sourcing their
                                                                          investment sales and asset management. Erik is a member           “old school” Preferred Employer Programs to ABC Apartment
                                                                          of AAMD, United States Building Councils and a pending            Solutions for a more effective program without sacrificing
                                                                          member of Urban Land Institute (ULI). Look for Erik out and       resident service at the community level. For a list of current
                                                                          about – Looking for great sites to develop!                       participating employers and an on-line brochure visit www.
                                                                                                                                            abcapartmentsolutions.com or call 800-944-2222. ABC’s
                                                                                           Christina Alderson has joined Forum              very high energy, Founder, Amanda Brown-Ciccolella is
                                                                                         Real Estate as Portfolio Manager. Christina’s      looking forward to serving the Colorado markets and excited
√ Save time and money by outsourcing your Preferred                                      portfolio will include 3 lease ups. Yes, three!    to have Tina paving the way.
  Employer Marketing to ABC Apartment Solutions.                                           Forum Real Estate has also welcomed
                                                                                         George Bernath as Regional Maintenance
                                                                                         Supervisor, Anita Broussard as Business
                                                                                                                                              Management News
√ Compliment your existing marketing program.                             Manager and Rhonda Hunter has come on board as                      Legacy Partners Vice President, Patricia Hutchison has
                                                                          Operations Assistant! We’ll see more from the Forum team          announced that her team has four new communities in their
                                                                          soon... perhaps even some new development!
√ Keep your staff where they need to be, on-site taking                                                                                     portfolio! The four communities, Osage 100 Apartments,
                                                                                                                                            Thunderbird Apartments, Eagle’s Nest and Hill House will
  care of your residents.                                                                     Jon Troshynksi has joined Karndean
                                                                                                                                            combine to make “The Boulder Legacy Apartments”. One
                                                                                           International as Regional Area Manager.
                                                                                                                                            more small city under the leadership of Legacy Partners
                                                                                           Karndean is a global leader in the supply
                                                                                                                                            Colorado team.
√ Reach prospects when they are looking - during business                                  of commercial vinyl flooring – Vinyl that
                                                                                           faithfully replicates the look and feel of         Apartment Realty Advisors (ARAusa) has announced the
  hours. Get more eyes on your community though an                                         natural materials! Contact your AAMD             close of three sales in April of 2011!
  employer endorsed discount program before they look                                      flooring vendor for more information. Jon
                                                                                                                                              •   The Dakota at Governor’s Ranch
                                                                          will partner will all of you to get the best product as well as
  elsewhere.                                                              quick delivery to your floor covering team to install.                  Sale Price $24,550,000 ($99, 797 / unit)
                                                                                                                                              •   Flats at Whisper Sky
                                                                            Welcome to new member Apartments, Etc. which offers                   Sale Price $35,400,000 ($166,981 / unit)
                                                                          services to market your communities with a new approach,
   Be Seen –                                                              strategically combining high tech with face to face.
                                                                          Everything from website syndication and SMS applications
                                                                                                                                              •   Settler’s Creek
                                                                                                                                                  Sale Price $30,500,000 ($133,188 / unit)
   Increase your visibility with a Featured Ad                            to outreach marketing, newsletters and more.
                                                                                                                                              Development Director, Lee Ferguson of Forest City
                                                                                           Joining Apartments, Etc as Vice President        Enterprises has announced the construction of two new
          and be the first community seen by                                             of Business Development is Sherri                  communities Metro Denver. By the time this article is
                                                                                         Champignon. Sherri brings 10 years of              published, Forest City will have begun construction on “The
                          Preferred Employers                                            marketing and advertising experience as            Novella Apartments” at MLK and Roslyn within the Stapleton
                                                                                                                                            community. “Novella” will include 85 luxury apartment
                                                                                         well as market knowledge. Sherri is looking
                                                                                         forward to making your business successful         homes with 44 attached garages. The community was
            Contact us today to get started or                                           through getting more leases signed!                developed within 6 months from the initial concept! Novella
                                                                                                                                            will have easy access to the planned Light Rail Station and
        for a complete list of Employer Partners                                           Tina Dombovy Christensen brings ABC              many other points of interest and service. Coming soon
                                                                                         Apartment Solutions to the Colorado                – Novella Phase II which will include an additional 140
            1-800-944-2222                                                               market. Tina joins the ABC team as National
                                                                                         Sales Director and brings 11 years experience
                                                                                                                                            apartment homes.
                                                                                                                                              Forest City has also scheduled construction to begin in June
        sales@abcaptsolutions.com
                                                                                         in both property management and as a
                                                            www.                         marketing and advertising vendor/partner.          2011 on “Eastbridge Apartments”. This 118 Unit community
                                                                                                                                            includes 84% covered parking. The building of the community
                                                            abc                                                                             was timed to take advantage of the current Anschutz Medical
                                                                                                                                            Campus expansion and Veterans Hospital construction.
                                                                   .com
                                                                          www.aamdhq.org                                                                                            JUNE 2011 • TRENDS | 7
ASSOCIATION NEWS                                                                                                                                                                                                                                                                                                                                                                      ASSOCIATION NEWS

Vickie Breaux-
Michaud is
                                                      AAMD Announces 2011-                                                                                                       2011-2012 AAMD Board of Directors
Networking Person                                     2012 Election Results
of the Year                                             Congratulations to our new AAMD
                                                      Board members recently elected by
                                                                                                                Council President elects will hold a one
                                                                                                                year non voting term on the Board as they
                                                                                                                                                                                                                                         Voting Executive Committee
                                                      the membership. The new owner/                            prepare to lead their respective council.
                                                      management directors are: Heather                         Congratulations to the following Council
                                                      Campbell (Riverstone Residential); Peggy                  President elects:
                                                      Panzer (Orion Real Estate Group); and                      •	 Joint Legislative Advisory Council (JLAC):
                                                      Parke Pettegrew (Carmel Partners). The                        Mike Papantonakis (Nina Investments)
                                                      newly elected supplier directors are:
                                                      Megan Dyk (Apartment Book) and Lyn                         •	 Education Advisory Council (EAC):
                                                      Jacobs (Arbor Contract Carpet). Each of                       Lillian Mumford (ConAm Colorado),
                                                      these industry leaders will serve a 2 year                 •	 Networking Council:                                                  Merideth Wright                 Rocky Sundling                    Deanie Kennedy                      Don Werner                    Parke Pettegrew                  Mark Tschetter                        Cherie Shaw
                                                                                                                                                                                        Echelon Property Group         Camden Property Trust                  IPM Colorado                 Metrex Property Group               Carmel Partners              Hopkins Tschetter Sulzer          Greystar Real Estate Partners
                                                      voting term on the Association’s Board.                       Joni Gambrell (Corum Real Estate),                                        President                  President - Elect                    Vice President                     Treasurer                        Secretary                   Supplier At Large                      Past President

                                                        Following the election, the current                      •	 Suppliers Council:

                                                                                                                                                                                                                                                                      Voting Directors
                                                      AAMD Board approved the Fiscal Year                           Jessica Jacobson (RediCarpet) and
                                                      2012 Executive Officers to serve in the                    •	 Independent Rental Owner (IROC):
                                                      coming year as outlined on the next page.                     Jason Busboom (Busboom Group)
                                                        Also elected to the AAMD board via our                     The following council members were
 Joel Sandoval congratulates Vickie Breaux-Michaud.   Council elections are:                                    also elected:
                                                       •	 Joint Legislative Advisory Council (JLAC):
  At the Networking PowerMixer on                                                                                •	 Suppliers Council:
May 5, AAMD President Cherie Shaw                         Brandon Rich (Greystar Real Estate),
                                                                                                                    Vickie Breaux-Michaud (All Set Restoration)
presented the Networking Person                        •	 Education Advisory Council (EAC):                         Keely Cox (Schultz Industries)
of the Year Award to Vickie Breaux-                       Garrett Faillaci (RedPeak Properties),                    Allison Zelinger (cBeyond)
Michaud of All Set Restoration.                                                                                                                                                                                           Gayle Gahagan                   Heather Campbell                     Peggy Panzer                      Megan Dyk                         Lyn Jacobs
                                                       •	 Networking Council:                                                                                                                                          Corum Real Estate Group            Riverstone Residential               Orion Real Estate                Apartment Book                    Arbor Carpet

  Vickie has become progressively                         Joel Sandoval (Valet Waste),                           •	 Networking Council:                                                                                    Owner Director                    Owner Director                     Owner Director                  Supplier Director               Supplier Director

more active within the AAMD over the                                                                                Stacey Baldwin (Hans Nielsen)
last four years.                                       •	 Suppliers Council:                                        Lillian Mumford, (ConAm Colorado)
                                                          Jon Butters (Arbor Carpet) and                            Kristina McDonald (BluSKY Restoration)
   With a bubbly personality and                       •	 Independent Rental Owner (IROC):                          Allyse McKenner, (Sares-Regis Group).
fabulous fashion sense, she is always                     DJ Longo (Terra Firma Investment Group).
an enjoyment to work with and to                                                                                  On behalf of the Nomination task force
make your day all the brighter. She                     AAMD Council Presidents are                             we’d like to thank all of the candidates in
walks in the room, bringing a zest for                                                                          this years election for being a part of this
life that is contagious to everyone,                  automatically elected to one year voting
                                                      terms on the Board. In addition our                       important process.                                                                                         Brandon Rich                     Garrett Faillaci                   Joel Sandoval                    Jon Butters                        DJ Longo
making meetings productively                                                                                                                                                                                          Greystar Real Estate Partners        RedPeak Properties                   Valet Waste                     Arbor Carpet              Terra Firma Investment Group
enjoyable and events all the more fun                                                                                                                                                                                       JLAC President                 Education President              Networking President              Suppliers Council                   IROC President
and successful.                                                                                                                                                                                                                                                                                                                  President


  Vickie is currently serving on six
AAMD committees and one, soon to
be two Councils, volunteering time to
plan and execute events.
                                                                                                                                                                                                                                        Non-Voting Board Members
  Her enthusiastic leadership has
resulted in a record year for the Power
Lunch program, shattering attendance,
sponsorships and revenue records.
  Vickie is such fun and so appreciated
for all the work she does to represent
our industry that it was a pleasure to
present her with this award, at the                                                                                                                                                                                                                                                                                                                 Rex Gambrell                Jennifer Nessett                      Mark Williams
                                                                                                                                                                          Mike Papantonakis                Lillian Mumford                    Joni Gambrell                    Jessica Jacobson               Jason Busboom
end of year Networking PowerMixer                                                                                                                                            Nina Investments               ConAm Colorado                  Corum Real Estate                      RediCarpet                   Busboom Group                Corum Real Estate Group                Sares-Regis Group           Apartment Association Metro Denver
on May 5, recognizing her constant                                                                                                                                         JLAC President Elect         Education President Elect        Networking President Elect             Suppliers Council             IROC President Elect            NAA Region VIII Vice                    CAA President               Executive Vice President
enthusiasm, commitment and                            The 2011-2012 Networking Council is introduced at the April PowerLunch. From left, Joel Sandoval, Joni Gambrell,
                                                                                                                                                                                                                                                                                 President Elect                                                   President
leadership in the AAMD.                                                 Stacey Baldwin, Lillian Mumford, Kristina McDonald and Allyse McKenner

8 | TRENDS • JUNE 2011                                                                                                                          www.aamdhq.org           www.aamdhq.org                                                                                                                                                                                                     JUNE 2011 • TRENDS | 9
                                                                                                                                                                 ASSOCIATION NEWS


                                                                                              Thank You to


                                                                 12-Year Sponsor and Leader of
                                                                    Maintanence Olympics

                   FRIDAY
                11.11.11
               NOVEMBER 11, 2011                                                                                                                    Ed presents the “We Hammered
                                                                                                                                                    ‘Em” Award to Legacy Partners. The
                                                                                                                                                    award goes to the top performing
                                                                                                                                                    management company in the
                                                                                                                                                    competition.

PRESENTED BY      PLATINUM SPONSORS   GOLD SPONSORS
                                                         Maintenance Olympics Chairman, Ed Shell speaks
                                                         to over 800 attendees at the 2011 Maintenance
                                                         Olympics. The record setting event organized in
                                                         Denver in 1999 with less than 100 people and has
                                                         grown into one of AAMD’s premier events, as well
                                                         as a National program throughout the country led
                                                         by HD Supply.




                                                                                                            The HD Supply Team has been a staple at every Maintenance Olympics for
                                                                                                            all 12 years as Presenting Sponsor.

                                                      www.aamdhq.org                                                                                                JUNE 2011 • TRENDS | 11
                                                                                                                                                                                                                                    EDUCATION
                                                                      TRANSFORM YOUR
                                                                      FITNESS FACILITY                                                                            EPA RENOvATOR COuRSE                                     Multiple Dates an
                                                                                                                                                                                                                                             d
                                                                                                                                                                                                                                              e.
                                                                                                                                                                                                                           Locations Availabl
                                                                     INTO A REVENUE-                                                                              May 26 or June 29 •		7:45am - 5:00pm                                 dhq.org for
                                                                                                                                                                                                                        Visit www.aam
                                                                                                                                                                  Cost: $200.00
                                                                                                                                                                                                                             more information!
                                                                     GENERATING MACHINE!                                                                          Proctor: Gobbell Hays Partners, Inc.


                                                                        Research shows a fitness center                                                           The EPA requires that individuals and companies responsible for maintenance
                                                                       is an essential amenity for your                                                           repairs and remodeling of painted surfaces in dwellings built before 1978
                                                                                                                                                                  MUST be certified in this 8-hour course. Not sure if you should be certified?
                                                                       business. Whether your current
                                                                                                                                                                  Contact Wendy at AAMD 303-329-3300.
                                                                      facility needs an upgrade or a
                                                                                                                                                                  Avoid costly fines and enroll today!
                                                                     complete overhaul, Push Pedal Pull
                                                                    has the equipment and expertise to
                                                                   create an exciting workout facility that                                                       Who Should Attend:
                                                                  sets you apart from your competition!                                                           Persons who perform services for compensation- including maintenance
                                                                                                                                                                  personnel, property owners and service contractors
                                                                  Without obligation, we can recommend
                                                                 the best equipment for your budget, your                                                                 VISIT WWW.AAMDHQ.ORG TO REGISTER
                                                                users and your space to help you turn your
                                                               faciity into a revenue generating machine!
                                                              Call us today for a free liability assessment!                      CERTIFIED POOL OPERATOR (CPO)
                                                                                                                                  June 16-17 (2-day class)•		8:30am - 5:00pm
                                                             Visit us at the AAMD Expo Booth #424                                 Cost: $250.00   (Early Bird Special!)

                                                            www.pppcommercial.com                                                 Instructor: Jason Allen, Carmel Partners

                                                                                                                                   Keeping your pool, sauna or spa in top working condition ensures the
                                                                                                                 longevity of your asset and the safety of your residents. As a Certified Pool Operator®
                                                                                                                 (CPO) the persons responsible for maintaining your pool, sauna or spa will have a better
                                                                                                                 understanding of the laws and basic upkeep techniques of pool and spa operations.

                                                                                                                 Who Should Attend:
                                                                                                                 Maintenance and Grounds Technicians, Supervisors & Property Owners

                                                                                                                    VISIT WWW.AAMDHQ.ORG TO REGISTER

                                                                                                                                                      Friday, June 3                                        Friday, August 12
                                                                                                                                                      Spring Clean                                          Golf Tournament
                                                                                                                                                      Thursday, June 16                                     Thursday, August 25
                                                                                                                                                      June Awards                                           Business to Business Exchange
               CONTACT US!
                                                                                                                                                      Thursday, July 21                                     Saturday, October 15
               Paul Frassanito: 720-347-7253                                                                                                          Summer Economic Conference                            Chili Cook-Off
                pfrassanito@pushpedalpull.com
                                                 Colorado’s Exclusive                            Dealer                                                                                                     Friday, November 11
                                                                                                               Mark your Calendars
               Melissa Ward: 303-241-9004
                mward@pushpedalpull.com
                                                                                                                                                                                                            Tributes 2011

                                                                                                                                                      Mobile Devices
NEBRASKA • NORTH DAKOTA • SOUTH DAKOTA • MINNESOTA • IOWA • OKLAHOMA • WISCONSIN • COLORADO • WYOMING
 12 | TRENDS • MAY 2011                                                                 www.aamdhq.org         www.aamdhq.org                                                                                              JUNE 2011 • TRENDS | 13
Y our Commu nity's Online                                                                                                                        Here's a Tool to Maintain
                                                                                                                                                 Your
                                                                                                                                                    Online Reputation
           BY LORI SNIDER
           The Lori Snider Company
                                                                    R eputation                                                                                                         BY DREW HAMRICK
                                                                                                                                                                                        AndrewHamrick, LLC


                                                                                                                                                                                      W
                                                                                          of view. Why are they so mad? Why are
                                                                                          they willing to spend extensive time and                                                             ith the explosion of internet sites that
                                                                                          energy proclaiming how incompetent
                                                                                          you are?                                           Who's the Bigger                                  allow tenants to voice their opinions
                                                                                                                                                                                               about their landlords and their
                                                                                               It’s simple - some don’t feel heard,
                                                                                          and some don’t like what they heard.
                                                                                                                                               Person?                                properties, landlords are increasingly becoming
                                                                                                                                                                                      victims of untrue disparaging statements.
                                                                                          If they don’t feel heard, why not? Is             When an individual trashes you and
                                                                                                                                        your integrity, your first reaction might        Obviously, some tenants have legitimate, well thought out
                                                                                          communication breakdown at your                                                             concerns and complaints. However, very few forums for such
                                                                                          community commonplace? Do residents           be to grab the boxing gloves, yell “Oh no
                                                                                          ever feel like they have been left            you did not!” and run at them swinging.       complaints have any method of testing for accuracy, allowing for
                                                                                          “hanging”? If they received an answer                                                       a fair response or for the removal of comments that turn out being
                                                                                                                                             Not a good idea, as you have just        unsubstantiated. Even when the site does have a mechanism for a
                                                                                          they did not want to hear, how was            stooped to their level. It will make you
                                                                                          it delivered? Are residents expecting                                                       response (like the Better Business Bureau) responses can be time
                                                                                                                                        feel better for a moment until they
                                                                                          a level of service that is impossible                                                       consuming and expensive.
                                                                                                                                        punch back and suddenly all you have
                                                                                          to deliver, given variables at the            accomplished is your own version of
                                                                                          community? Why do so many refer to                                                             Published tenant complaints can have dramatic negative
                                                                                                                                        a VH1 reality show. Lots of clawing,          effects on a property, as they can influence the leasing decisions of
                                                                                          the office staff as “rude and uncaring?”      screaming and finger pointing, and in



T
                                                                                                                                        the end, you lose. A better move would
                                                                                                                                                                                      perspective applicants and can cause owners to second guess their
         oday, most first impressions are                                                     Take a hard look at your operation                                                      hired management company.
                                                                                          and the way you deliver. Where is             be to acknowledge the commentary, i.e.
         made online. A prospective
         resident searches, (for the                                                      the missing link causing the negative              “I am sorry you have had parking            We are all familiar with first amendment freedom of expression
         purpose of this essay);                                                          perception? Even if most of it is             issues and can understand your                which includes the right to express many things (including things
“Apartments Denver” and a myriad of                                                       slander, try to find the real issue that is   frustration at not being able to find         that are ultimately incorrect). However, we also have the right
ILS’s, apartment websites and, (always                                                    sometimes lurking below the surface.          a parking space. As you have posted           to agree to limit those expressions. Confidentiality agreements
on the first page) the inevitable ratings                                                 Stay away from being defensive, and           anonymously, I don’t know where your          between employer and employee, as part of settlement
and review sites appear. Once on a                                                        acknowledge that they have a right to         apartment is, and in order to best help
                                                                                          their feelings, unrealistic as you might                                                    agreements or for use in intellectual property transactions are
review site, based on a community’s                                                                                                     you, may I contact you off line at your
ratings, the client may visit…or quickly    in-depth dissertation on why they             believe them to be.                                                                         common place. There is nothing that prevents a landlord and a
                                            hate the community they live at, and                                                        convenience? Or, if you prefer, we are        tenant from entering into such an arrangement.
disappear.                                                                                                                              open every day from 9 until 6 pm and
                                            then proclaims it to the world, and the
                                                                                                                                        our phone number is .......... . We will do
     The time and effort individuals are
spending on sites like Apartmentratings.
                                            management company says nothing.
                                            They are completely invisible and                 Say It To My Face                         whatever we can to help you.”
                                                                                                                                                                                         A lease addendum does just that. This addendum may not be for
                                                                                                                                                                                      everyone. Clearly, it will smack some tenants as being unfair and
com detailing their experience, (most of    therefore not part of any conversation.
                                                                                                Gossip, rumors, did you ever notice         Stay calm, cool and collected…and         perhaps unacceptable. As with all transactional points, the landlord
which involves trashing the community       Why not? Why are we ignoring these
                                                                                          the most outlandish claims against            be the bigger person.                         will have to grapple with whether the protection provided by this
and management staff in explicit detail)    sites? They’re not going away, and they                                                                                                   addendum is worth the potential of losing an applicant from time to
                                                                                          someone usually develop when they
is appalling, and threatens the integrity   certainly aren’t doing the consumer any                                                                                                   time.
                                                                                          are not there to defend themselves?
of the site.                                good given their current scope. In fact,
                                                                                          It’s easy to talk about somebody
    Yet, on almost every page I
                                            they are turning the consumer off all
                                            together by making our industry appear
                                                                                          behind his or her back. But say it to
                                                                                          their face...now that is another story.
                                                                                                                                             Leave them with                             To increase its marketability and enforceability, the addendum
                                                                                                                                                                                      creates obligations for the landlord as well as for the tenant. There
review, the only people talking are
the disgruntled residents, (or family
members of disgruntled residents),
                                            pretty pathetic.
                                                What’s a savvy property manager
                                                                                          Think about the playground. Johnny
                                                                                          isn’t there, and the other kids do a lot
                                                                                                                                            Nowhere to Hide                           may be times that this addendum will create liability for a landlord
                                                                                                                                                                                      where it otherwise would not exist for the mistaken publication of
and occasionally a prospective resident     to do?                                        of talking about Johnny. But if Johnny             One of the attractions to individuals    information.
whose observation of the horrific                                                         walks up, the talking stops. If residents     hell-bent on destroying you is that
                                                                                          that vent on these sites know you are         the review sites offer the cover of             Nevertheless, those landlords who have been plagued by
commentary has spurred them to speak
on the lack of useable information
provided, and proclaim the residents a
                                                Reality Bites.                            there and present, are they as likely to
                                                                                          be as vicious? Probably not, and they
                                                                                          may think twice before making broad,
                                                                                                                                        anonymity. They can say whatever they
                                                                                                                                        want, because nobody knows who
                                                                                                                                        they are. Until the FTC develops rules
                                                                                                                                                                                                  inaccurate and sometimes erratic publication of
                                                                                                                                                                                                  unfair statements about their properties may want
bunch of whiny babies.                           Perception is 99% reality, and the                                                                                                               this tool. Having the ability to make tenants who are
                                                                                          exaggerated statements. You’re not            on testimonials and disclosure to force                   trying to damage their business reputation move
                                            disgruntled resident has an outlet            there to call them out, but you are there,    individuals to clarify who’s behind the
     The result is a whole lot of           to proclaim their (skewed or not)                                                                                                                     away will restore some leverage to the landlord.
screaming and trash-talking and                                                           and they know it because you regularly        recommendation or conversation sans
                                            perspective. Instead of being defensive,      respond, acknowledge their feelings           ambiguity, your goal will be to draw                        Drew Hamrick is an attorney who has provided legal
very little relevant information. The       try to look at it from the resident’s point
resident spends an hour creating an                                                       and work to find solutions.                   them out of cover.                                          representation to AAMD, CAA and many of its members for more
                                                                                                                                                                                                    than 20 years. You can reach him at drew@hamrickllc.com
                                                                                                                                        www.aamdhq.org                                                                                  JUNE 2011 • TRENDS | 15
                                                                   “I understand your frustration over the water leak that


                                                                                                                             ". . . don't Spend All Your Time at these
                                                             forced us to strip your floor bare of carpet and leave you
                                                             like that for 8 days, and have reviewed all of my service
                                                             requests in an attempt to determine who you are and why
                                                             we would have erred this enormously, but I have not found
                                                             any record of such action. We definitely want to speak to
                                                             you about this and get it solved. Please contact us at your
                                                             earliest convenience at.............”
                                                                 Your writing should contain a neutral tone and an
                                                                                                                                           Sites, but don't be invisible"
       Digital laundry                                       innocent look. Your goal is simply to understand and
                                                             help.                                                           apartment and you probably won’t have
                                                                                                                             any issues, but it is first-come, first-serve.
                                                                                                                                                                              time for a lease quiz. If you decide to
                                                                                                                                                                              give notice at the end of your lease,
                                                                                                                                                                                                                        that while you want everything to be
                                                                                                                                                                                                                        perfect, sometimes it just isn’t. We

                is here.                                TM       At this point, you may receive additional fire.
                                                             Again, simply seek to understand, and suggest a civil
                                                             resolution.
                                                                                                                             There is additional parking in front of the
                                                                                                                             clubhouse if you should ever need it.”
                                                                                                                                                                              what do you need to do? Why is it
                                                                                                                                                                              important to have renter’s insurance?”
                                                                                                                                                                              etc. Every good teacher knows to
                                                                                                                                                                                                                        will not be able to live up to every
                                                                                                                                                                                                                        expectation. Don’t beat yourself up, but
                                                                                                                                                                                                                        be accountable for service delivery.
                                                                                                                                 Sharing in this regard requires a            reinforce learning. Don’t assume they
                                                                  “Again, I understand your frustration and promise          high degree of emotional intelligence            understand. Make sure they do.                Then watch your scores rise.
                                                             to hear you out one-on-one. Please contact us at your           and extensive training, but the time
                                                             earliest convenience.”                                          investment will be worth the reward.                  Don’t spend all your time at these
    Change Point.® The next generation                                                                                       Make sure your leasing professionals             sites, but stop being invisible. Focus
                                                                                                                                                                                                                                       Lori Snider is a national
           in laundry payment.                                    What this says to others viewing the site is, “Maybe       clearly understand and can explain the           most of your attention on defining the
                                                                                                                                                                                                                                       educator, marketing
                                                             this person is a lunatic. The management company                lease and the expectation regarding it.          expectation and treating your residents
    This revolutionary Internet-enabled payment and          seems to be trying to work with them. Hmmm.”                    There is nothing wrong with stating,             really, really well. Remember that the                   consultant and author
                                                                                                                                                                              complainers, justified or not, are the                   who regularly provides
    monitoring system offers benefits for both residents                                                                                                                                                                               guest commentary to
                                                                                                                                  “Since this is a legal document             minority. Let the happy people know
    and property management. To see a short video on                                                                         between you and XYZ Apartments, we                                                                        industry publications.
                                                                                                                                                                              they can go there and comment when
    Change Point ®, visit macgray.com/changepoint
                                                             Educate and Communicate                                         both have obligations to fulfilling it. Let’s
                                                                                                                             review them.“
                                                                                                                                                                              they have a positive experience. Get
                                                                                                                                                                              a stamp that says, “Pleased with the
                                                                                                                                                                                                                                       Visit her blog, www.
                                                                                                                                                                                                                                       rentplicity.com, or
                                                                                                                                                                                                                                       website, www.lorisnider.
                                                                   Many of the “complainers” at these sites seem to                                                           service, pleased with us? Let the world
                                                                                                                                 Explain the consequences for lease                                                     com to learn more.
                                                             have an unrealistic expectation regarding apartment                                                              know at apartmentratings.com.” Focus
                                                                                                                             break, etc. I used to give my clients a
                    1- 8 8 8- M A C- G RAY                   life. Complaints regarding noise, crime and the behavior                                                         on service, consistency in delivery and
                                                                                                                             brief quiz at the end, by saying, “OK,
                                                             of others can stem from a misunderstanding regarding                                                             communication training. Understand
                                                             expectations. If you have, for example, a parking issue
                                                             at your community, teach the leasing team to define
  Renter
  reviewed                                       Rr          the expectation without damaging the benefit. Try
                                                             something like this -
                                                                 “How is the parking?”
                                                                  For this building, parking during the day will most
    Building positive reviews on:                            likely not be a challenge. One of the wonderful things
     Apartmentratings.com                Google Local        about this apartment is that it has a fabulous golf course
                                                             view. That means there is only parking on one side of the
     City Search                         Yelp!               building, limiting close-in access. You may find that in the
            RenterReviewed.com                               evening hours you may need to park in the lot one building
                                                             over. I know a view is important to you - are you willing
                                                             to make the accommodation for the peace, quiet and
                                                             environment or should we consider other options where
  Call Brandon today to claim your listing                   more parking is available?”
                   720.363.5078                                  Teach your people to share the benefit in not having
           Brandon@RenterReviewed.com                                   parking close-by. There are many scenarios
                                                                                     that might be played out on
                                                                                      this topic alone, dependent
             Check out our mobile app
     Rr
                                                                                           on community, amenities,
             text APTS to 82257 for a special invitation.                                    etc. Find what is good
                                                                                            and build on that, rather
                                                                                           than skirting the issue
                                                                                                or making broad
                                                                                                statements that don’t
  RentApartments.info                                                                          answer the question
  By Apartment Guyz
                                                                                          like this:
              GOT TRAFFIC?
             We do, call 303.649.0705                                                           “There is one space
                                                                                           designated for every
       Online/Free/Personal/Apartment Locating


16 | TRENDS • JUNE 2011                                                                                 www.aamdhq.org       www.aamdhq.org                                                                                              JUNE 2011 • TRENDS | 17
PP_Denver_No Iphone_7.5X4.75:Layout 1                                1/28/10        1:54 PM          Page 1




                                                                    Extremely Powerful Platforms.                                                                                         Managing Your Online                                                                                
                                                                                                                                                                                                                                                                                             
                                                                    Highly Effective Strategies.                                                                                          Reputation                                                                                          
                                                                                                                                                                                                                                                                                                     
       In Print                                                            Online                                                    In the Community                                       BY BRANDON HEGLAND & MAGGIE CHAMBERLAIN
       High quality combination of                                         Our leading website helps you                             Our turn-key social media                              RenterReviewed.com



                                                                                                                                                                                         W
       print + internet advertising leverages                              exercise a targeted campaign                              brings residents together online,
       our leading prospect-focused distribution,                          to Internet shoppers -                                    helping to improve retention.
                                                                                                                                                                                                        ithout a well executed reputation management program negative reviews
       on land and online.                                                 when you need flexibility.
                                                                                                                                                                                                        are sure to drive up marketing costs, increase vacancy loss, hinder ability to
                                                                                                                                                                                                        increase rents, and make sales more difficult for leasing. Positive reviews create
                                                                                                                                                                                                        value and make it possible for rent increases and higher retention. We don’t
                                                                                                                                                                                         live in a 5-star world, so it’s okay to have a mixture of positive and negative reviews. It keeps
                                                                                                                                                                                         the conversation genuine and the right mix provides honest feedback while bolstering trust.
                                                                                                                                                                                            To preserve, restore, or build a good reputation, start with great on-site customer
                                                                                                                                                                                         service and encourage renters to write reviews. You’ll be rewarded with higher rents,
                                                                                                                                                                                         lower marketing costs, better retention, less vacancy, lower employee turnover, and most
                                                                                                                                                                                                                                                                                              We may only be a year old, but we
                                                                                                                                                                                         importantly you will be able to identify and fix legitimate issues.
                                                                                                                                                                                                                                                                                              know what it takes to make a great
       Apartment Book Magazine                                            aptbook-colo.com                                          Community Sherpa                                        A key component to successful reputation management is listening to what your                      company. In tough times only the
       INTEGRATED MEDIA                                                   ONLINE MEDIA                                              SOCIAL MEDIA                                         customers are saying and responding in quickly and in a positive manner. Set up Google               strong survive and the strong don’t
       • Prospect-focused                                                 • Robust Internet presence
                                                                                                                                                                                         alerts for your property name so anytime something is posted about your property you are                    get that way by accident.
                                                                                                                                    • Supports resident
         distribution on landand online                                   • Immediate impact, minimal                                 retention and referrals                            sent an email by Google. It’s free, low tech, and dependable.                                          It takes all the right ingredients;
       • Lowest cost per lead
       • Highest volume of leads
                                                                            production lead time                                    • Enhances SEO for your website                                                                                                                          careful planning, the right people and
                                                                          • Targeted Reach                                          • Turn-key solution for low, flat fee                   It’s important to note that most reviewers are notified when their review is commented             hard work. We call those guiding
                                                                                                                                                                                         on. Designate a skilled reputation manager and give that person 30 minutes a day to                  values. We know ours and we are
                                                            Consumers prefer us. Advertisers rely on us.
                                 To get started, contact your Denver Apartment Book representative at 303-371-8406 or email us at tfritz@nci.com
                                                                                                                                                                                         Google search your property, read your reviews, decide how to respond to reviews, take                     putting them to good use.
                                                                                                                                                                                         action, and continually educate themselves on reputation management trends. If 30                     We aren’t ashamed of our age or
                                                                                                                                                                                         minutes a day is too taxing for a team already stretched thin, you could consider third party                what makes us strong.
                                                                                                                                                                                         reputation management.
                                                                                                                                                                                                                                                                                             Give us a chance to flex our muscles
                                                                                                                                                                                            You can also reduce online complaints by making it easier for renters to contact upper           for you. Just ask our extensive base




     The Real Deal
                                                                                                                                                                                         management or your designated reputation manager with issues. Consider the cost of                       of excited repeat customers-
                                                                                                                                                                                         an unhappy renter in marketing dollars if they are posting rants on every reviews website                  WE ARE SERVICE WITH
                                                                                                                                                                                         available and decide when it is more cost effective to let a renter out of a lease or even                         MUSCLES!
                                                                                                                                                                                         encourage them to move to a property better suited for them.
                                                                                                                                                                                                                                                                                                  •   Electrical
                                                                                                                                                                                             Positive reviews create value and make rent increases possible. When a consumer does                 •   Lighting
                                                                                                                                                                                         a search for a hotel, they immediately look at the star rating. The vast majority of consumers

                                                                                                            Is the Economy Bluffing?
                                                                                                                                                                                                                                                                                                  •   Data
                                                                                                                                                                                         gladly pay more to stay in a 4 or 5 star hotels vs. a 2 or 3 star rated hotel. The same train of
                                                                                                                                                                                                                                                                                                  •   Energy services
                                                                                                                                                                                         thought directly applies to renting an apartment.
                                                                                                                                                                                                                                                                                                  •   24 hour emergency
                                                                                                                                                                                             Positive reviews are useful marketing and closing tools. Inspire buyer confidence at                     service
                                                                                                                                                                                         every touch point. Showcase your community’s positive feedback in marketing material                     •   Flexible scheduling
                                                                                                                                                                                         and have positive examples of third party reviews to hand out and and in email link format
                                                                                                                                                                                         to insert into emails and text messages.
                                                                                                                                                                                             Within the apartment industry, competitors are closely monitored. Rents and specials
                                                                                                                                                                                         are analyzed and help management determine rental rates. Adding average competitor star
                                                                                                                                                                                         rating to a competitive market analysis and striving to outperform your competitors is an
                                                                                                                                                                                         effective way to charge more rent than the guy next door, retain fee management contracts,            1860 W. Hamilton Place
                                                                                                                                                                                         and incite new management opportunities.
            WILLIAM MADDUx                         MARK SNEAD                             DAVID KIM             GORDON VON STROH                      JONATHAN WOLOSHIN                                                                                                                         Englewood, CO 80110
         GREYSTAR REAL ESTATE PARTNERS     FEDERAL RESERVE BANK OF KANSAS CITY           THE BASCOM GROUP      DANIELS SCHOOL OF BUSINESS - DU           UBS FINANCIAL SERVICES
                                                                                                                                                                                            Reviews are your biggest friend if you do a few things today. Implement a reputation                    303-761-6176
                                                                                                                                                                                         management program or hire a third party reputation management firm, do a good job, fix             Request service anytime by
                                                                                                                                                                                         problems identified in reviews, and encourage all renters to write reviews.
                                                                                                                                                                                                                                                                                                      email at:
                                                                                                                                                                                                                                                                                              service@integrityele.com
                                                                                                                                                                                                               Brandon and Maggie are reputation managers for RenterReviewed.                 www.integrityele.com
                                                                                                                                                                                                            com and can be reached at brandon@renterreviewed.com and maggie@
          2011 SUMMER ECONOMIC CONFERENCE • THURSDAY JULY 21, 2011 • MARRIOTT DTC                                                                                                                           renterreviewed.com



 18 | TRENDS • JUNE 2011                                                                                                                                                www.aamdhq.org   www.aamdhq.org                                                                                                     JUNE 2011 • TRENDS | 19
                                                                                                                           PROFILES

                                            Tributes 2008 Revisited: Part One                                                                We’ve got you covered!




Windows, Window Repair, Doors and More

                                                   JOANNA PuLIDO                                     NATALIE WILSON
                                                    RedPeak Properties                              Riverstone Residential
                                          Most Outstanding Community Manager                 Most Outstanding Regional Manager


                                         How did being a Tributes recipient impact you personally and professionally?
                                         Joanna Pulido: It was incredibly rewarding and motivating to read my nomination
                                         and be recognized for my hard work. It recharged me and made me want to work even
                                         harder. I eventually took over managing another one of our larger mid-rise buildings
                                         and shortly after was promoted to a Portfolio Manager. I now oversee 1244 units in my
                                         Portfolio with approximately 60 employees.

                                         Natalie Wilson: This award is one of the highest honors I could imagine receiving. The
                                         impact both personally and professionally has been humbling. Much like a professional
                                         athlete or entertainer who receives a personal achievement award could only be
                                         accomplished because of the surrounding team support.


                                         How did you feel when you were announced as the Tribute’s recipient?
                                         JP: Unexplainable excitement and a huge adrenaline rush. As I walked up to the stage
                                         I was saying to myself “please don’t trip, please don’t trip, please don’t trip”. Also, after I
                                         received my award I was in the back and I heard my team being called up for the “Best
                                         Community Team award” I was so proud of them!

                                         NW: I was humbled to be chosen out of all of the talent in Colorado.
                                                                                                                                           THREE CONSECUTIVE GALAS

                                         Any helpful tips for this year’s finalists as they go through the interview process?


                                                                                                                                                    2005.
                                         JP: Be genuine and sincere when sharing your secret sauce with the judges!

                                         NW: Think about what you do every day to insure your clients reach their financial goals


                                                                                                                                                 2008.
                                         and your partners are successful; share those activities with the interviewers.




                                                                                                                                            2011!
                                         What was the most memorable form of recognition you received after Tributes?
                                         JP: We had an article that came out in the paper “RedPeak salutes our Tributes winners
                                         and finalists”. The clipping was cut out and framed for each person. Also, the personal
                                         recognition from peers, vendors and residents was sincerely appreciated.
                                                                                                                                             Community Interiors, Inc
                                         NW: It was the pay off for all of the training, faith, support and confidence from people
                                                                                                                                                 4545 E 60TH AVE #200
                                         that have worked with me over my 30 years in the industry. More importantly, it was                   COMMERCE CITY, CO 80022
                                         the overwhelming pride that beamed from my parents faces. No one is successful alone.             TEL 303-722-2543 FAX 303-722-3192
                                                                                                                                                   TEXT 303-578-2261
                                                                                                                                            www.CommunityInteriors.com



                                         www.aamdhq.org                                                                                                 JUNE 2011 • TRENDS | 21
SPOTLIGHT                                                                                                                                                                                       NEW INTEREST
Community Interiors – Tributes                                                                                                                                                                  Community Interiors
Presenting Sponsor for third                                                                                                                                                                    launches new weapon
consecutive gala.                                                                                                                                                                               for faster service.
“Tributes celebrates the people in the industry and their contributions to the                                                                                                                  Community Interiors President and CEO Foy Bailey
community. It’s a great way to give back and to recognize members of the AAMD for                                                                                                               teaches that, “in a down economy, it’s even more about
all that they’ve done,” said Foy Bailey, President and CEO of Community Interiors.                                                                                                              exceptional customer service. The bad economy a ects
                                                                                                                                                                                                everyone; so don’t use it as an excuse. Now more than
Community Interiors, a ooring installation company based in Commerce City, CO,                                                                                                                  ever our answer is “yes we can” as we create more
will be the presenting sponsor for the 2011 Tributes gala event on 11/11/11.                                                                                                                    customized solutions while continuing to o er excellent
Once every three years, the Apartment Association of Metro Denver hosts Tributes,
the largest and most prestigious apartment industry event, to recognize and reward
                                                                                                                                  AWARD WINNING                                                 business practices and great value! Always stay positive
                                                                                                                                                                                                and keep things changing: new services and new
                                                                                                                                                                                                product o erings – combined with world class service.

                                                                                                                                  Forward thinking.
the people who contribute to the apartment industry’s success. Community Interior‘s
                                                                                                                                                                                                Use this time to not just build sales but to strengthen
has proudly held the title of Presenting Sponsor for the last three consecutive galas

                                                                                                       2005.
                                                                                                                                                                                                relationships. Design and integrate new solutions that
since 2005.
                                                                                                                                                                                                save people time and money, especially in this

                                                                                                    2008.
                                                                                                                                  It’s not often one nds a business that is experienced,
                                                                                                                                                                                                challenging economy.”



                                                                                              2011!
With high aspirations for the future, and hopes to work with many companies                                                       community-oriented, locally owned, award winning and
involved in the AAMD for years to come, Community Interiors would like to                                                         operating successfully for over 18 years; but this year the
                                                                                                                                                                                                Case in point, Community Interiors has launched their
take this opportunity to cordially invite you and your guests to attend the 2011                                                  presenting sponsor of Tributes is all of those and more.
                                                                                                                                                                                                new online ordering system, CIA (Community Interiors
Tributes gala to be held at the Sheraton Denver Downtown Hotel on 11/11/11.
                                                                                                                                                                                                Access) which enables clients to order online, track their
                                                                                                                                  In 2006, Community Interiors was given                                         orders by property, budget, forecast
                                                                                                                                  an honorary Tribute for their sponsorship                                      and pull historical reports.
                                                                                                                                  and work for Tributes during 2005.
GIVING BACK                                                                                                                       Community Interiors is a model service vendor for
                                                                                                                                                                                                                             •   Safe & Secure
                                                                                                                                                                                                                             •   Customized Portal

Community Interiors team
                                                                                                                                  the multi-family housing industry specializing in a
                                                                                                                                                                                                                             •   Anytime Access
                                                                                                                                  variety of ooring installation and custom wall


gives the Boulder Humane                                                   25 OUT OF 100
                                                                           Community Interiors was ranked 25th among the Top
                                                                                                                                  painting. Community Interiors has been in business for
                                                                                                                                  nearly two decades and takes pride in their customer                                       •
                                                                                                                                                                                                                                 and Ordering
                                                                                                                                                                                                                                 Online Training
                                                                                                                                  retention rate, which is well above the industry norm.                                         and Support
                                                                           100 Women-Owned Businesses in 2003 and ranked 28th

Society a facelift.                                                        in 2009 by ColoradoBiz Magazine.

                                                                                            Vinyl ooring is the most economical
                                                                                                                                  This Colorado company, and woman-owned business,
                                                                                                                                                                                                                             •

                                                                                                                                                                                                                             •
                                                                                                                                                                                                                                 Retrieve Job Records
                                                                                                                                                                                                                                 Customized Dashboard

                                                                            10%
                                                                                             ooring available in housing and
                                                                                                                                  stays competitive against large national brands by
In addition to servicing many Front Range businesses, Community                             commercial markets. Ten percent of    focusing on unyielding attention to customer                                               •   Work from your own
Interiors also dedicates time for charity initiatives. The Community                        all ooring installed is vinyl.        satisfaction, quality product, and reliable,                                                   Budget
Interiors team gave a complete make-over to the Boulder Humane                                                                    customized service across Colorado’s Front Range.                                          •   Move-out Calculator
Society Gift Shop. “The whole company got involved: employees,
                                                                                                  We’ve got you covered.          Well-respected and recognized in its industry,
employees’ families, and even their pets in the renovation e orts.
                                                                                                                                  Community Interiors strives for excellence in                                              Call Community Interiors
We didn’t just do ooring – we did wall treatments, painting and
                                                                                                                                  everything it does. Repeatedly recognized by                                               today at 303-722-2543
basically gave it a whole new look and feel.”
                                                                                                                                  peer groups and industry associations,                                                     to give their new weapon
                                                                                                                                  Community Interiors has received numerous                                                  a test drive.
The Community Interiors team thoroughly enjoyed implementing
this project and the Director of the Boulder Humane Society said                                                                  prestigious accolades that are testaments to its
sales have doubled because of the new facelift.                                                                                   delivery of exceptional service.
                                                                                                                              PHOTO ALBUM


Special thanks to those who participated and
contributed to our Alliance Wine Tasting Fundraiser
   BY NANCY BURKE                             the Alliance, took proactive steps to
                                              back pro-business, industry-supporting
   Colorado Apartment Association
                                              candidates, which ultimately gave our
   This year’s Alliance event consisted       industry a more powerful voice at the
of owners and supplier members who            state capitol.
understand the need to support our
                                                 Thanks again to all who helped make
policitcal efforts.
                                              the wine event a success, which in turn,
   Over the past years, our industry has      strengthens our political reach.
been fighting legislation, that if passed,
                                                 If you or your organization is
would be extremely detrimental to                                                                             Vic Sulzer & Bryan Stern
                                              interested in becoming a member of
our industry. Last election cycle, the
                                              the Alliance, please call Nancy Burke or
Association, through funds raised for
                                              Meghan Storrie at 303-329-3300.


                     Thank You to our sponsors:



                                                                                              Lindsay Jasper, Meghan Storrie, Rep. Kevin Prida & Beau Martin




     Rex Gambrell, Don Werner & Nancy Burke             Joel Sandoval & Tim Babcock                      Foy Bailey & Christina Wheland




          Gayle Gahagan & Drake Powell            Nancy Burke, Karen Harvey & Sharon Ingram             Nick Hodgden & Sen. Bill Cadman

www.aamdhq.org                                                                                                         JUNE 2011 • TRENDS | 25
                                                                                                                                                      RESIDENT RETENTION


                                            Focus on the “Meat and Potatoes” of
                                            Retaining Residents
                                              BY JEN PICCOTTI
                                              SatisFacts Research



                                           A
                                                  ccording to the 2010 SatisFacts Index, when asked
                                                  what can be done to improve the community, residents
                                                  ranked “Social Activities” #29 out of 30. All this hype
                                           about being 29th?

                                                Consider this scenario: Ms. Jones is going on Day 3 of being
                                           without A/C during a week-long heat wave. She has submitted
                                           her service request online and has also called the office. As
                                           she looks out her open window, desperately trying to catch a
                                           breeze, she sees the property manager directing a couple of
                                           maintenance techs on the set up of chairs and tables for this
                                           afternoon’s resident pool party. How thrilled do you think Ms.
                                           Jones is about the upcoming pool party?                               effect means it takes even longer to get to the service requests.
                                                                                                                 And then, just as the service is declining in the eyes of the
                                               Not very. She wonders, “Why is the maintenance team
                                                                                                                 residents who are waiting for their issue to be resolved, their
                                           gathered ‘round the pool when there is an HVAC emergency at
                                                                                                                 lease renewal letter arrives in the mail. Not good. It is critical
                                           hand?” An intended perk has now become a slap in the face.
                                                                                                                 that perceived value by existing residents be at its highest level
                                                Social activities should never be the meat and potatoes of       when a rent increase awaits them in their mailbox.
                                           a retention strategy. Think of them as gravy. On its own, it tastes
                                                                                                                      Look at your resident activity budget. Take a look at how
                                           good but is not ultimately satisfying. You miss the meat and
                                                                                                                 much you are willing to spend on the second-to-last item
                                           potatoes when they are not there. In fact, you wonder where
                                                                                                                 on your residents’ wish list. What if you re-allocated those
                                           they are.
                                                                                                                 budgeted dollars to bring on a part time maintenance tech
                                                 Meat and potatoes consist of the residents’ ability to a.)      for those heavy turnover months, with the sole purpose of
                                           Communicate with your team quickly and easily, and b.) Get            ensuring that service request resolution is not impacted by the
                                           service requests resolved promptly the first time they report         increased focus on make-readies? This allows service to remain
                                           it. In fact, there is a direct correlation between residents’         at an all-important high, which has a significant impact when
                                           outstanding maintenance issues and their likelihood to renew          the resident gets that lease renewal letter.
                                           their lease. The more outstanding issues on a property, the less
                                                                                                                     Once you are confident your basic service delivery is
                                           likely the residents are to renew their lease.
                                                                                                                 performing at the highest level, then by all means bring on the
                                                As we enter the lease expiration season, more vacant             gravy! Until then, let’s serve up those meat and potatoes.
                                           apartments mean more man hours for turnovers. The leasing
                                           team is running at top speed and is therefore pressuring the
                                           maintenance teams to hand over rent-ready apartments.
                                                                                                                                     Jen Piccotti, VP Consulting Services,
                                           This pressure means the focus is on turns, and yet the service
                                                                                                                                  SatisFacts Research, www.SatisFacts.com and
                                           requests from rent-paying residents don’t slow down.                                   regular blogger at Multifamily Insiders (http://
                                                                                                                                  www.multifamilyinsiders.com)
                                              In fact, this is also when A/C season hits, resulting in even
                                           more work orders to compete for attention. The compounding


26 | TRENDS • JUNE 2011   www.aamdhq.org   www.aamdhq.org                                                                                                 JUNE 2011 • TRENDS | 27
                                                                                                                                                                                                     AIMS UPDATE

                 How Are                                                                               NAA / HMHC Defend GSE Multifamily
                                                                                                       Programs
             Potential Renters                                                     The Wall Street Journal published a
                                                                               letter to the editor from NMHC Chairman
                                                                               Peter Donovan on May 3. Donovan’s
                                                                                                                               subcommittee approved the United
                                                                                                                               States Covered Bond Act of 2011 (H.R.
                                                                                                                               940) by a voice vote on a bipartisan basis.
                                                                                                                                                                              that receive a firm commitment from
                                                                                                                                                                              HUD on or after September 1, 2011.
                                                                                                                                                                              (Borrowers can request to use the older



               Finding You?
                                                                               letter responds to an April 21 Op-Ed            It now moves to the full House Financial       closing documents after September 1 if
                                                                               by Peter Wallison, a senior fellow at the       Services Committee. Comparable                 the FHA Commissioner agrees that using
                                                                               American Enterprise Institute, which            legislation has not been introduced in         the new ones would cause financial
                                                                               made the case for fully privatizing our         the Senate; however, Senator Charles           hardship.)
                                                                               housing finance system.                         Schumer (D-NY) has indicated interest in
                                                                                                                               introducing a covered bonds bill.                 The revised closing documents reflect
                                                                                   NAA/NMHC’s response noted that                                                             extensive changes. Among the many
                                                                               while the housing market should                     As mentioned in the March 22 AIMS          changes, some key modifications include:
                                                                               primarily rely on private capital, there        Washington Update, some lawmakers              expanding the definition of an eligible
                                                                               is no question that for the foreseeable         have focused on covered bonds, which           borrower to allow a non-single-asset
                                                                               future a private-market only solution is        are heavily used in Europe, as a new           entity in certain conditions; requiring
                                                                               impractical for rental housing and will         source of liquidity for the housing            additional borrower liability; and
                                                                               have serious detrimental consequences           market. NAA/NMHC have expressed                creating a two-tiered default structure.
                                                                               for the 17 million Americans who rely           support for the measure, but continue to       Member firms that use FHA financing
                                                                               on it.                                          educate lawmakers that while covered           are encouraged to review the revised
                                                                                                                               bonds could be a supplemental liquidity        documents. Firms with applications
                                                                                   In related news, on May 2, NAA/             source, they are unlikely to provide the       under consideration by FHA should
                                                                               NMHC joined a coalition of 17 real estate       capacity, flexibility or pricing superiority   consult with their legal counsel.
                                                                               organizations in running a full-page ad         necessary to adequately replace any
                                                                               in National Journal magazine outlining a        of the U.S.’s traditional sources of              For a limited time, the final
                                                                               set of principles for GSE and multifamily       multifamily mortgage credit.                   documents, as well as redlined versions
                                                                               financing reform. While emphasizing                                                            showing changes made, are available on
                                                                               the need to attract private money                                                              HUD’s Multifamily Closing Documents
                                                                               back to mortgage finance markets, the                                                          web site. Eventually, they will be made
                                                                               coalition also said “an appropriate and         FHA Issues Final Multifamily Loan              available in a fillable format on the
                                                                               clearly defined role for the government is      Closing Documents                              HUDclips website.
                                                                               essential to preserving financial stability.”
                                                                                                                                  After a two-year process involving
                                                                                                                               two rounds of comments by industry
                                                                                                                               stakeholders, on May 2, HUD published          Lease-Accounting Rule Changes
                                                                               Covered Bonds Bill Moves Forward                new closing documents and regulatory           Proposed
                                                                                                                               revisions for the FHA Multifamily Insured
                                                                                  Legislation to create a covered              Loan Program (76 FR 24363). The new               The Financial Accounting Standards
                                                                               bonds market in the U.S. took one step          documents must be used for mortgages           Board (FASB) and the International
                                                                               forward on May 3, when a key House


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AIMS UPDATE (cont)                                                                                                                                                                                           AIMS UPDATE (cont)
Accounting Standards Board (IASB)            be eligible for the domestic production          upgrades. Our letter urges lawmakers                  On April 14, 170 members of               Small Area FMR Pilot Program
continue to work on proposed lease-          activities tax deduction. The deduction          to instead establish a new tax credit to          Congress signed a letter to EPA and
accounting rules that would have             allows construction firms to deduct from         address improved energy performance in            the Corps expressing concern that any             On April 20, HUD issued a notice
far-ranging consequences for apartment       income nine percent of net receipts from         existing buildings. The proposal calls for        forthcoming guidance not become an            soliciting metro areas to participate in a
firms. Under current law, leases are         qualifying activities, such as renovating        a sliding scale of tax incentives based on        end-run around an official rulemaking         demonstration program (76 FR 22122)
reflected on balance sheets as income
is received. Under the new proposed
                                             and building property.                           demonstrable improvements in energy
                                                                                              performance relative to the building’s
                                                                                                                                                process. EPA and the Corps have said
                                                                                                                                                that they expect to initiate a rulemaking
                                                                                                                                                                                              to test setting fair market rents (FMR) for
                                                                                                                                                                                              the Section 8 voucher program at the ZIP
                                                                                                                                                                                                                                               Resident
rules, for the first time, leases lasting
longer than 12 months (including
                                                 In a case adjudicated earlier this year,
                                             the U.S. Tax Court held that construction
                                                                                              pre-renovation performance. We are
                                                                                              also asking Congress to make it possible
                                                                                                                                                procedure sometime in the future.             code level. Current FMRs are set at the
                                                                                                                                                                                              metro level, which means that few units
                                                                                                                                                                                                                                               Screening
optional renewal periods) would have
to be placed on the balance sheet upon
                                             firms that substantially renovated real
                                             property are eligible for the domestic
                                                                                              for REITs, which have a limited ability
                                                                                              to benefit from tax incentives, to fully
                                                                                                                                                FY 2011 Funding Maintains Section
                                                                                                                                                                                              qualify in high-cost neighborhoods within
                                                                                                                                                                                              metro areas.                                     solutions
                                             production activities tax deduction
inception.
    If enacted, this change could have an
                                             (Gibson & Associates v. Commissioner,
                                             136 T.C. No. 10). The Court found that
                                                                                              participate in the incentive.
                                                                                                                                                8 Voucher Funding                                 By setting rents at the ZIP code
                                                                                                                                                                                              level, HUD hopes to create FMRs that
                                                                                                                                                                                                                                               to help
enormous impact on how multifamily
firms account for leases. First and
                                             whether a renovation is considered
                                             “substantial” turns on the question of           EPA Issues Wetlands Guidance
                                                                                                                                                   On April 15, President Obama signed
                                                                                                                                                a measure that will fund the government
                                                                                                                                                                                              more accurately reflect rents in specific
                                                                                                                                                                                              neighborhoods and to test whether
                                                                                                                                                                                                                                               you secure
foremost, firms would have to modify
their lease management software to
                                             whether: (1) the value of the property
                                             increased materially; (2) the life of the            On April 27, EPA and the U.S. Army
                                                                                                                                                through September 30, 2011. While
                                                                                                                                                funding for HUD programs was cut by
                                                                                                                                                                                              that expands neighborhood choice for
                                                                                                                                                                                              voucher holders. Metro areas interested in
                                                                                                                                                                                                                                               higher quality
                                                                                              Corps of Engineers issued a guidance
facilitate the new accounting treatment.
Second, firms would have to decide
                                             property was significantly prolonged;
                                             and/or (3) the property could be adapted         document that sets forth the regulatory
                                                                                                                                                an estimated $3 billion, the measure
                                                                                                                                                did fully fund all the Section 8 vouchers
                                                                                                                                                                                              participating need to notify HUD by June 6;
                                                                                                                                                                                              final participants will be selected by July 1.   residents
                                                                                              philosophy of the federal agencies                currently in use and includes funds to
whether to use two different standards:
One for leases under a year and another
                                             to a new use. The Tax Court’s decision
                                             can be found here.                               that will support permitting decisions,           cover project-based rental assistance                                                          and improve
for longer-term leases.                                                                       enforcement and jurisdictional                    contracts.                                    NAA’s Website: Your Resource for
                                                                                              determinations related to the Clean
                                                                                              Water Act (CWA). This latest guidance                 This is a significant victory in light
                                                                                                                                                                                              Comprehensive Information on Key                 your bottom
    NAA/NMHC are closely monitoring
                                             Building Energy-Efficiency Tax                                                                                                                   State and Local Issues
FASB/IASB’s action in this area. The
rules were originally set to be finalized    Credits
                                                                                              supersedes earlier guidance issued in
                                                                                              2003 and 2008 that have been the source
                                                                                                                                                of the significant funding cuts HUD
                                                                                                                                                sustained. Maintaining full funding              NAA’s Government Affairs offers
                                                                                                                                                                                                                                               line.
in June; however, FASB/IASB recently                                                          of ongoing litigation.                            of the voucher program will remain a          members a compendium of key state
                                                 In a May 5 letter to Congress, NAA/                                                            challenge, particularly since Congress
acknowledged that the deadline will          NMHC joined a diverse group of more                                                                                                              and local issues on NAA’s website. The           • Robust credit, criminal,
not be met. Many observers believe                                                                At issue is what waters are subject to        has indicated that it will be using FY 2008
                                             than 80 stakeholders in urging Congress                                                                                                          comprehensive, user-friendly section of
that the rules will be completed by                                                           regulation as wetlands under the scope            funding levels as the basis for beginning     the website includes contributions from            eviction and
                                             to add a new provision to the current            of the CWA. Following Supreme Court               the FY 2012 budget discussions.
December, but it is unlikely they will be    energy tax incentive for energy-efficient                                                                                                        NAA affiliates across the nation and the           collections data on
made effective before 2013. Importantly,                                                      rulings raising the question, Congress has
                                             buildings (Commercial Building Tax                                                                                                               work of NAA Government Affairs staff.              potential residents
although the Securities and Exchange                                                          unsuccessfully sought to clarify the issue
                                             credit, Section 179(d)). As currently            primarily by expanding the definition to                                                           Each issue is divided into three
Commission generally relies on FASB—a        written, a property (new construction                                                              Section 8 Reform                                                                               • Detailed reporting and
non-governmental body—to set                                                                  include “all waters in the U.S.” NAA/NMHC                                                       sections: legislative resources, articles
                                             or retrofit) must demonstrate a 50               and others oppose a broad expansion                                                             and reports, and maps and charts.                  searching nationwide
accounting standards, the SEC is the final   percent improvement over a specific                                                                    NAA/NMHC continue to press for
arbiter of any rules.                                                                         of federal jurisdiction citing the fact that                                                    The resources include background
                                             version of the building code to take                                                               meaningful reforms in the Section 8
                                                                                              states are in a better position to impose                                                       documents, legislative tracking                  • Flexible solutions based
                                             advantage of the credit. Since the                                                                 program. On March 17, Representative
                                                                                              additional regulations on “critical” waters.                                                    reports, model legislation, relevant
                                             credit became available, however, it             Absent legislation, however, property
                                                                                                                                                Maxine Waters (D-CA) reintroduced                                                                on your leasing rules
                                                                                                                                                voucher reform legislation (H.R. 1209)        news developments, NAA reports and
Potential Tax Deduction for                  has proven exceedingly difficult for             owners and developers remain trapped                                                            statutory reviews.
Substantial Rehab Projects                   building retrofits to meet these high            in a system that requires one-off review
                                                                                                                                                which failed to pass in the last Congress.                                                     • Fast, accurate and easy
                                             performance standards. Thus, the                                                                   The bill would make numerous program
                                                                                              by federal agencies of any development                                                             Currently, nine issue categories are            to read results
   Member firms conducting substantial       credit is failing to provide the intended                                                          changes long supported by NAA/NMHC,
                                                                                              that could potentially be determined to                                                         available:
rehabs should be aware that they may         incentive for efficient building system                                                            including streamlining the inspection
                                                                                              contain a wetland.                                                                                 •    Bed bugs
                                                                                                                                                process, simplifying rent determinations
                                                                                                                                                                                                 •    Building codes and standards
                                                                                                                                                and income reviews, establishing a more
                                                                                                                                                                                                 •    Fair housing
                                                                                                                                                reliable annual funding formula and
                                                                                                                                                                                                 •    Green/sustainability
                                                                          Let us help your company, group or club                               providing for additional vouchers.
                                                                                                                                                                                                 •    Inspections
                                                                                   Get Noticed!                                                    It also includes a provision we oppose        •    Landlord/tenant
                                                                     Call today for                                                             that would extend a temporary provision          •    Licensing                                Your local
                                                                                                                                                enacted in 2009 that requires the new            •    Rent control
                                                                     Custom Embroidered Apparel, Uniforms, Workwear,
                                                                     Screen Printing, & Advertising Promotional Products                        owners who purchase a foreclosed                 •    Water billing                            account rep:
                                                                                                                                                property to assume any existing Section
                                                                                                                                                                                                 This resource is a work in progress and
                                                                                                                                                8 housing assistance payment contracts.
                                                                                                                                                                                              more issue categories will be added in           Tim Kosty
                                                                                                                                                Reform efforts may be helped by the fact
                                                                                                                                                                                              the coming months. If you have an issue
                                                                                                   GET NOTICED!
                                                                                                                                                that the Section 8 program consumes
                                                                                                                                                                                              you would like added, please contact             303.217.1894
                                                                                                                                                such a large portion of the overall HUD
                                                                      Phone 303-410-0005 • Fax 303-410-9420                                                                                   Government Affairs. Your feedback is             Tim.Kosty@lexisnexis.com
                                                                                                                                                budget and reform could produce
                                                                                westminsterco@embroidme.com                                                                                   important, so please check it out— www.
                                                                                                                                                significant cost savings.
                                                                               www.embroidme-westminsterco.com                                                                                naahq.org/governmentaffairs/statelocal—
                                                                                  11187 Sheridan Blvd., Unit 9 • Westminster, CO 80020                                                        and let us know what you think.

30 | TRENDS • JUNE 2011                                                                                                        www.aamdhq.org   www.aamdhq.org                                                                                           JUNE 2011 • TRENDS | 31
                                                 WELCOME NEW MEMBERS
                                                  Owners                                  DELINTZ Dryer vent & Air Duct
ADVERTISING DIRECTORY                                                                     Cleaning
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                                                                                          www.eliteelectronicsusa.com
                                                  Rachel urioste/Steele
Apartments Etc.                   Inside Front                                            Optimum Networking
                                                  757 Cleveland
                                                  Meeker, CO 81641                        Jonathan Defez
Arbor Carpet                      26              Ph: (970) 620-0408                      14160 East Evans Ave.
                                                  F: (970) 620-0408                       Aurora, CO 80014
Colorado Asphalt Services         26              SRIE4@msn.com                           Ph: (720) 248-3580
                                                  Units: 3                                F: (303) 768-8787
                                                                                          www.optimumnetworking.com
Community Interiors               3, 21
                                                  Suppliers
                                                                                          Power Pro
Cort Furniture Rental             2                                                       Ian Andrews
                                                  All Roofing Service Inc.
                                                  John Weber                              5650 Greenwood Plaza Dr., #2407
Drain-O-Rooter                    30              6140 S. Gun Club Rd., K-6, Suite #344   Greenwood Village, CO 80111
                                                  Aurora, CO 80016                        Ph: (303) 791-2688
EmbroidMe                         30              Ph: (303) 537-4296                      F: (303) 791-0122
                                                  F: (303) 537-4296
Executive Coatings                17              www.allroofingserviceco.com             Renewal Restoration Inc.
                                                                                          Jayson Ottensmon
                                                  Altitude Insurance Agency               4985 Ironton Street, #200
For Rent Media Solutions          28                                                      Denver, CO 80239
                                                  David Feir
                                                  10955 Westmoor Dr., Suite 400,          Ph: (303) 693-5663
Integrity Electrical              19              Westminster, CO 80021                   F: (303) 693-5664
                                                  Ph: (303) 379-1187                      www.renewalrestoration.com
Invisible Waste                   24              F: (303) 379-2130
                                                  www.altitudeinsuranceagency.com         Revenue Source Group
LexisNexis                        31
                                                                                          Shawn Munns
                                                  BYE BYE BedBugs                         112 29th Avenue South
                                                  Ronda Dupont                            Nashville, TN 37212
Mac-Gray                          16                                                      Ph: (303) 623-5756
                                                  1226 Croke Dr.
                                                  Thornton, CO 80260                      www.revenuesourcegroup.com
The Poo Crew                      30
                                                  Ph: (303) 917-2859
                                                  F: (303) 485-6498
Push Petal Pull                   12              BBBedbugs@Ad.com

RenterReviewed.com                16


Royal Finish                      Back Cover


Studio Victor Sanchez             Inside Back


32 | TRENDS • JUNE 2011                                                                                      www.aamdhq.org
                                                                                                   PERIODICALS
Apartment Association of Metro Denver
3773 Cherry Creek North Dr. , Suite 1001
Denver, Colorado 80209
(303) 329-3300
TIME VALUE MATERIAL




                                                                                                      (before)
                                                                 INC.


                  SERvINg	yOu	SINCE	1990!
    QuAlIty	ANd	SERvICE	guARANtEEd	IN	All	
CAbINEt,	ApplIANCE	ANd	pORCElAIN	RESuRFACINg
                                                                                                        (after)



                                                  •	Countertops             •	Ceramic	tile	
                                       (before)




                                                  •	Cabinets                •	Appliances
                                                  •	bathtubs                •	Fireplaces
                                                  •	Sinks	
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                                       (after)




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                                                  •	 Resurfacing	with	an	Environmentally	Sound	Approach
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