Forums

  • Administration of "Reserved" Designated Handicapped Parking

    We are reaching out to other communities to improve our processes for the administration and record keeping of reserved, designated handicapped parking spaces.   Does anyone have processes in place for record keeping that are working well for you that you would be willing to share? My email is...

  • Administration of "Reserved" Designated Handicapped Parking

    We are reaching out to other communities to improve our processes for the administration and record keeping of reserved, designated handicapped parking spaces.   Does anyone have processes in place for record keeping that are working well for you that you would be willing to share? My email is...

  • Laundry Room Rules & Regulations

    Hello Everyone,   I'm wondering what are the best practices for a community laundry room regulations for apartment buildings. Any suggestions are welcomed!   Thank you!

  • If only there were a www.RateYourResidents.com...

    Last week I had one of those days. And on that day, in addition to normal work stuff, I received a 1,273 word email from an unhappy resident that I just couldn’t answer that day (let’s just call him Mr. Unhappy). An hour after he sent it, I received one of those “Message from ApartmentRatings”...

  • Those Dog-Gone Aggressive Breeds!

    I used to be the “anti-dog,” and learned that the reason I didn’t like dogs was not necessarily the dogs themselves: it was often the owners who didn’t train their dogs. I even had a residents’ dog lift its leg and urinate on MY leg inside an apartment office…and the dog owner just said something...

  • It's the Little Things!

    It’s the Little Things that Count At our Fun 4th event one couple is a pair of Boomerang Renters, that is, they are Baby Boomers who haven’t rented since before their kids were born.  Now kids and parents are on their own, and Mom & Dad are renting their “first” apartment home. They know what I...

  • Summer Grilling Tips for Apartments

    With grilling season upon us, now is the time apartment owners and managers should reiterate safe flame and fire measures to their residents who cook outdoors.Capt. Larry Murray, Rainbow City (Ala.) Fire Prevention Officer, observes that a number of apartment community managers in his general area...

  • Get Out of Task-Ville!

    Get Out Of Taskville!   Are you a “doer” or a thinker?  Or some of both?  I used to think and create a lot (or at least I thought I did) but now I get so caught up in the task trap that there is no time to think!  And technology, which was supposed to give me more time seems to give me more things...

  • Get Out of Task-Ville!

    Get Out Of Taskville!   Are you a “doer” or a thinker?  Or some of both?  I used to think and create a lot (or at least I thought I did) but now I get so caught up in the task trap that there is no time to think!  And technology, which was supposed to give me more time seems to give me more things...

  • Annual Curb Appeal Content

    NAA’s units magazine will report on Curb Appeal trends in the July 2014 issue. We are seeking input from member communities. Please send me (via email) your best “curb appeal” photo and a description (100 words or less) about why your curb appeal strategy works. Entries must be submitted by noon ET...

  • Maintenance Appreciation Ideas

    Here in Texas, Summer is already upon us, and with an unseasonably cold and difficult Winter, our maintenance teams haven't received much of a break. What are some of the ways that property managers can highlight, reward, and celebrate the critical role our maintenance teams play in our success?

  • Staff Competition

    This month's issue of units Magazine featured an article on Holland Residential's annual revenue-driven competitions for employees. Employees at Holland Residential participate in the "H Games," a competitive and spirited contest in which communities are recognized and rewarded for advancements in...

  • The Blame Game

    The Blame Game I confess!  When something goes wrong I’m often so busy point my finger that resolving the issue is unnecessarily delayed! When you point first and ask questions later, at best you put the one who might be able to fix it on the defense.  Or you make them feel guilty.  Or you create...

  • HELP! Bugs REALLY Bug Me!

    I need help! Bugs REALLY Bug Me! I’m in the process of researching and negotiating new pest control management agreements, and it BUGS me that I can’t find vendor partners who see bugs eye to eye!  I’m not talking bed bugs here…just ants, roaches, millipedes, rolli-pollies, earwigs, silverfish…you...

  • Customer Service is KEY!

    Customer Service - real Customer Service is KEY!!   I love this quote because it is so true!  Jeffrey Gitomer (The Little Black Book of Connections) said:   “People don’t care what you do, unless what you do helps them. Know what problems you can solve, not a bunch of boring stuff about what you do...

  • Are You Allowing E-Cigarette Usage?

    Have e-cigarettes affected your communities or residents in any way? Has anyone asked or complained about them? Have you considered suggesting them as alternative to your smoking residents, so you might save later when “turning” a vacant previously used by a smoker? Has any resident living in a...

  • Tell me who you are...in 3 words or less!

    Can you say it in 3 words or fewer? What do you do for a living?  Can you put it in a short sentence or phrase?  Is your purpose, your job, your goal so clear to you that you can distill it into a few words, a phrase, one sentence? Like…Mary Rents! A few years ago there was a furor to create...

  • Has anyone used ZipRecruiter?

    Has anyone used ZipRecruiter at your company?  From what I read it seems too good to be true.  One of the questions I have is about the posting tool that allows your one job opening to post on over 50 job boards.  It says there is an additional fee for CareerBuilder and Monster.  Howver, the other...

  • The Devil's In The Details!

    I walked vacants with a Manager the other week, and it was amazing the difference in 2 apartment homes we viewed.  One was OK or perhaps a smidge below OK, and the other just “FELT” so much better!  The better one didn’t have any special renovations or upgrades. In fact, it had the same 80s vintage...

  • If I had a nickel for every time a resident …

    For me, it’s every time a resident says, “I’m going to call my lawyer!”  You know, they aren’t getting their way and you’re holding firmly but respectfully to policy, so their only possible response is to “lawyer up!”  Cha Ching!  Give me another nickel!   Some tips when residents pull out the “...

  • Teacup pigs...A protected class?

    I learned today that I was infringing on someone’s civil rights by not allowing them to get a teacup pig.  Since when are farm animals a protected group?     We took over an apartment community that was in bankruptcy and had to restrict the residents from having goats.  Not to worry…They didn’t...

  • I LOVE Packages!

    I LOVE packages!  I get excited when UPS arrives at our office, and will usually walk out to see who the package is for! It’s one more reason I love a person in uniform! Typically the package turns out to be toner or some other office supply...but you never know!   Our residents are just that way...

  • ANGER MANAGEMENT!

    Kelly came into my office the other day, after 3 different residents from 3 different properties in 3 different cities with 3 different issues yelled at her over the phone.  And it’s not even lunch time!  And it’s not a full moon!  The ISSUES were typical industry issues:  I CAN’T PAY MY RENT AND...

  • Social Media Marketing for Property Management

    I have done a fair amount of social media marketing for businesses, so I would like to start sharing how social media marketing can be effective for property management. I will include tips for Facebook, Twitter, Pinterest, Instagram, Google+, LinkeIn, YouTube, and basic website/blogging.   Please...

  • Oh the Weather Outside is FRIGHTFUL! But our preparation is SO INSIGHTFUL!

    It’s that time again!  COLD WEATHER!  It came early for us Southerners, and is bringing with it slick common areas, potential slip and fall hazards, possibility of frozen pipes and then floods! OH MY!  This is an instance that Benjamin Franklin is correct:  An ounce of prevention is worth a pound...

  • You’re not gonna like this, but…

    Don’t you hate the build-up?  It’s like the crazy music before the shower scene in Psycho. You KNOW something bad is about to happen, and you cringe in anticipation of the bad news that’s sure to follow.  Other killer phrases are when someone prefaces their discussion with “I hate to say it, but...

  • Concessions Part 3

      Don’t give rent concessions if you want your residents to renew!  If a resident came in on the newest and hottest deal, then at renewal time they will leave your property for the same reason.  Further, the renewal increase that you offer them at the end of their lease term will be much higher...

  • Concessions Part 2

    Another thought on Concessions: Concessions devalue the property.  Consumers are looking for value and security for their families.  When you give rent away for free, it raises questions in their minds.  So sell your product!  Win prospects over with your wit and charming smile.  Help them to see...

  • Take a Class Online – Webinar Wednesdays

    NAAEI offers a convenient way to get your Continuing Education Credits through the Webinar Wednesday program.  You can take a class online, which means that you don’t have to travel, and easily fit it into your day.  Each webinar is an hour long. The series covers a wide variety of topics from...

  • Concessions Part 1

    Concessions are painful! I have 3 parts to share.    First - Following the crowd isn’t always looking out for the owner’s best interests.  Many apartment professionals view concessions as an easy way to increase occupancy.  But at what price are we willing to pay?  One month, two months, a 52...

  • 5 Ways to Ensure Employee Satisfaction

    5 ways to ensure employee satisfaction: Smile!  Managers must realize that your mood dictates the office atmosphere. Food.  Never underestimate the power of a surprise breakfast, lunch or Starbucks.  It’s truly the way to your staff’s hearts. Gratitude.  Just thanking your staff goes further than...

  • Elevator Best Practices--Who Has Any?

    Hello everyone, NAA received a question recently about elevator best practices. Specifically, the following questions concerning elevators: How do you handle move-in/move-out conflicts? How do you handle ADA issues when elevators are out in tower buildings? If you have any best practices or...

  • Customer Service or Lack Thereof These Days!

    Customer Service or Lack Thereof These Days!   Who’s the boss these days?  Sam Walton once said, "There is only one boss.  The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else."  Alright, so it’s a tough economy, but that does...

  • Social Media....Do You Think It Works?

    Recently our company rolled out a Large Social Media Marketing Plan. Do you think that Social Media is a tool that is helpful in the apartment leasing industry? or do you feel that the only people that will follow your social media page would be people looking to complain or slander?

  • Zoosk, Match.com, eHarmony, where are you when we need you?

    Ever played matchmaker to incoming college students?  It’s HARD! And believe it or not, some of the toughest matches are friends who grew up together and then decide to live together.  It doesn’t always work.      I asked a student housing provider about the perils of the “roommate matching”...

  • Unplugged After Work

    Does your company have any polcies designed to help employees "unplug" after work and maintain a healthy work/life balance? Do you have any personal rules to help achieve this, like not checking email from your personal phone, or not using the Internet after a certain time of night? The October...

  • Employee Wellness Programs

    Does your property management company have an employee wellness program? What does your program consist of and how do you motivate everyone to participate? How do you measure success?

  • Cheap and Fun Resident Activities

    As someone who works in the home office of an apartment management company but is also a resident, I may offer a different perspective than a lot of the other Champions in this forum. One thing I don’t have at my apartment is a sense of community or neighborhood. I might nod to people as they pass...

  • Online Reviews

    Are you utilizing all of your online resources for review management?  Sure, there are the main review sites like Google and Apartment Ratings.  But are you on Yelp and ILS’s like Apartments.com checking the reviews there?  How are you soliciting your customers to leave a review online?  Maybe you...

  • Think Like a 3-Year Old

    If you’ve had a 3-year old you probably wondered at times if WHY was the only word in his or her vocabulary.  At first it was cute, and then it was not as cute, and then it was not cute at all. In the beginning you probably gave detailed answers, but typically it only generated another WHY.  So...

  • Where in the World Does That Other Sock GO?

    For all those whose socks have been eaten in a laundry room, the real question is, if you find it are you willing to reach back there and pick it up? Laundry rooms are designed to be an amenity, and the few I’ve visited recently felt anything but…Which is probably why “washer and dryer connections...

  • Pet Policies

    What do you do about pitbulls at your property?

  • Preventative Maintenance Program

    Does anyone have what they would call a "Preventative Maintenance" program at their property? If so, what are the details? Do you reward residents for placing maintenance requests? Do you do regular apartment inspections? What do you do to prevent problems coming up through regular maintenance or...