Valley Rental Housing Journal Jan 2015

By Cliff HockleyPresident, Bluestone & Hockley Real Es-tate Services

It was cold, re-ally cold. Let’s just say that it

was below freezing. News reports had been reporting for hours that the roads were icy and that everyone would be better off staying home.

Our property managers and main-tenance team had been preparing for days for this cold snap. Property inspections had been scheduled to make sure that all rented and vacant commercial spaces we managed would be weatherized. Nevertheless we had a few problems.

First off, the ice storm downed tree branches and trees. This meant that many of our buildings lost power (and no power means no heat and a higher likelihood of frozen pipes). At one of our smaller two-story buildings the waterlines in the attic were not insulated and broke. When the thaw came a couple of days later, water was everywhere and we had to relocate a couple of

tenants for a week until we dried things out.

Finally, to add insult to injury, a riser froze in the sprinkler room of one of our retail strip shopping cen-ters. When that began to thaw out we had a huge problem with flooding and no fire protection. The Fire Marshal learned about this (because an electronic monitoring alarm went off) and insisted that we post a 24-hour fire watch.

Did I mention that these events occurred after we prepared all of our properties for the cold snap and went through our checklist ahead of time?

Before the StormFor reference, I have summarized

that checklist for use at your proper-ties.Winterization Checklist

Advertise in Rental Housing Journal VALLEY Circulated to over 6,000 Apartment owners, On-site, and

Maintenance personnel monthly.

Call 503-221-1260 for more info.

Rental Housing Journal Valley

EUGENE • SALEM • ALBANY • CORVALLIS


VALLEYWWW.RENTALHOUSINGJOURNAL.COM • PROFESSIONAL PUBLISHING, INC

4. Staying Connected in a World of Change

6. Secret Shopper

7. The Coach – Property Management Reference Checks…Are They Really Necessary?

January 2015

By Jo Becker, Education/Outreach Specialist, Fair Housing Council of Oregon

When I’m out in the field teaching fair housing classes I’m often asked

what the consequences of a fair housing violation is. Following is a primer on the subject. You can get a visual perspective on the process by viewing our Enforcement Flow Chart at www.FHCO.org/pdfs/EnfFlowChart.pdf but following is a

more detailed outline.The federal Fair Housing Act

makes any denial of or differential treatment in housing based on the following protected classes illegal: race, color, national origin, religion, sex, familial status (children) and disability. Oregon law also prohibits discrimination based on marital sta-tus, (legal) source of income (includ-ing, now Section 8 and other housing subsidies), and sexual orientation and gender identity. (Visit FHCO.org for further information on the

area you live or own properties.)

It should be noted that one need not intend to discriminate for their words, actions, or advertising to have an illegally discriminatory affect. That is, affect not intention is the barometer in a fair housing case.

How is the Fair Housing Act Enforced?

Often the Fair Housing Council of Oregon (FHCO) is the first line of defense. We receive fair housing-

related inquiries and complaints from across the state. Each call is processed and assistance provided whenever and wherever possible. We offer information and referral to appropriate resources if an inquiry is not related to fair housing.

As a private nonprofit, we serve as a fair housing resource in Oregon but we are not an enforcement agen-cy, per se. If an inquiry appears to be a bona fide allegation of fair housing discrimination, we assist in whatever

Professional Publishing, IncPO Box 30327Portland, OR 97294-3327

Fair Housing Enforcement

continued on page 2

By Devan Gilbert, Staff Writer, Rental Housing Journal

Rumor has it in the marketing and advertising world that print advertisements are out-

dated and inefficient. The numbers, however, say otherwise. It’s time to squash this misinformation and get to the truth about the power of the print.

The younger generation doesn’t read print anymore:

False. Many like to claim that print advertising is incapable of reaching the younger generation, but research proves differently. While social media is an effective way to target the 18-30 year old demograph-ic, it is not the only way.

National Public Radio reported a study that found a quarter of 18-24 year olds had read a newspaper within the past 24 hours. The New

...continued on page 7 continued on page 3

Commercial Property WinterizationHow to Prevent Winter Emergencies The Real Deal: A Worst-Case Scenario

PRSRT STDUS Postage

PAIDPortland, OR Permit #5460

Is Print Advertising

Dead? The Evidence Says No!

2 Rental Housing March Valley • January 2015

RENTAL HOUSING JOURNAL VALLEY

way the inquirer desires. We might help mediate the issue or contact the housing provider to advocate on the individual’s behalf; we may help the victim file a formal complaint or con-duct an investigation using witness interviews, testing, etc.

Testing is a nationally recognized and court-tested practice aimed at identifying whether or not illegal housing discrimination has occurred. Both complaint-based and audit test-ing is done by FHCO. Testing is used to identify ordinary the busi-ness practices (of a company, an indi-vidual, etc.) and whether or not these practices constitute a violation of the laws.

Other enforcement-related activi-ties may involve filing a complaint with a regulatory agency; either on our own behalf or in assisting a housing consumer who claims a fair housing violation has been commit-ted against them. At times, we also file lawsuits with private attorneys. That said, more than 75% of the bona fide fair housing complaints we receive annually are resolved infor-mally and never make it to the for-mal complaint process.

What Happens After a Complaint or Lawsuit is Filed?

Fair housing complaints can be filed with the Dept. of Housing and Urban Development (HUD) or a

state agency such as the Bureau of Labor and Industries (BOLI) in Oregon. A complainant has up to one year from the date of the last alleged incident of illegal discrimina-tion to file a claim. Alternatively, one may file a suit in court up to two years after the last incident.

If filed with a government agency, that office (HUD or BOLI) will initi-ate an investigation to determine if there is evidence of illegal discrimi-nation or will attempt to conciliate the complaint with the parties involved. If conciliation fails, the agency will move to determine whether or not “reasonable cause” exists to believe that fair housing laws have been violated.

If the government agency finds “no reasonable cause,” the complaint is dismissed. However, if evidence of a violation is found, a hearing will be scheduled before an Administrative Law Judge (ALJ). If either party elects to proceed with the case in federal court, then either the U.S. Dept. of Justice (DOJ) or the state attorney general will represent the case on behalf of the regulatory body. The decisions of the ALJ or the federal district court are subject to review by the U.S. Court of Appeals.

If the complainant prevails in the case, s/he may be awarded compen-satory damages. These can include any out-of-pocket costs the com-plainant spent while obtaining alter-

native housing and any additional costs, including rent, associated with that housing. Emotional distress damages for such things as humilia-tion, mental anguish or other psy-chological injuries may be levied and are in addition to out-of-pocket loss-es.

In cases tried before an ALJ, a civil penalty of up to $16,000 may be imposed for a first violation up to $65,000 for a third violation. If the case is brought by the DOJ, civil pen-alties can be as high as $100,000.

When heard in federal court, punitive damages may be awarded. These do not reimburse the plaintiff for losses actually suffered; instead, they punish the wrongdoer. Punitive damages are awarded only if the plaintiff shows the defendant’s con-duct was “willful, wanton, or mali-cious” specifically motivated by an intent to exclude the plaintiff for illegally discriminatory reasons.

Attorney’s fees may be awarded to the prevailing party. In addition, courts may issue injunctions if they feel prompt action is necessary to prevent immediate and irreparable harm.

In cases involving illegal discrimi-nation in home mortgage loans or home improvement loans, a suit may be filed under both the Fair Housing Act and / or the Equal Credit Opportunity Act. In this case, addi-tional agencies may be involved.

If you have questions about fair housing law, please consider us a resource and let us know! You may want to start on our website where we have not only the Enforcement Flow Chart posted but also an entire page with tons of resource docu-ments and links just for housing providers like yourself. You can find these resources at http://fhco.org/hs_provider_info.htm.

This article brought to you by the Fair Housing Council; a civil rights organization. All rights reserved © 2014. Write [email protected] to

reprint articles or inquire about ongo-ing content for your own publication.

To learn more… Learn more about fair housing and / or sign up for our

free, periodic newsletter at www.FHCO.org.

Qs about this article? ‘Interested in articles for your company or trade asso-ciation? Contact Jo Becker at jbecker@

FHCO.org or 800/424-3247 Ext. 150Want to schedule an in-office fair

housing training program or speaker for corporate or association functions?

Visit www.FHCO.org/pdfs/classlist.pdf


VALLEY

Enforcement ...continued from front page

Rental Housing Journal Valley • January 2015 3


Winterization ...continued from front page

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Octoberp September

p

• Fire sprinkler systems:

• Dry systems: check operation of air compressors/gauges and verify the system is completely drained down. Note: if a water flow fire alarm is received on a dry system and not due to an actual fire, the water flow is oftentimes caused by a compressor failure and therefore the system will need to be drained down once the compressor is repaired or replaced.

• Wet sprinkler systems: check to ensure they have antifreeze in them.

• Vacant tenant spaces:

• Those with operable HVAC systems: set the thermometer to at least 40 degrees.

• Those without operable HVAC systems: provide space heaters to maintain a temperature of at least 40 degrees.

• Fire riser/valve rooms: verify that the heat is turned on to at least 40 degrees to prevent freezing pipes.

• Irrigation system: verify that the landscape contractor has fully drained down the system to pre-vent freezing pipes.

• Exterior water faucets (hose bibs): shut off the water source, drain and cover with insulated covers.

• Basement crawl spaces: inspect to ensure exposed domestic wa-ter lines are insulated to prevent freezing. Close any openings ex-posed to the outside, consider in-sulation, and/or a heat source.

• Canopy/soffit crawl spaces: in-spect to ensure that exposed do-mestic water lines are insulated to prevent freezing. Close any openings exposed to the outside, consider insulation, and/or a heat source. Refer to the above regard-ing canopy fire sprinklers.

• Snow plowing/sanding/shovel-ing/de-icing service: contact the landscaping and/or parking lot sweeping companies to arrange for sidewalk, parking lot and

drive lane snow services. Define the scope/level of service ahead of time and arrange for auto-deploy-ment.

• Store snow shovels, a supply of granular de-icer and a spreader onsite so that the maintenance staff is able to clear snow on the sidewalks.

• Roof drains/downspouts: ensure that roof drains and downspouts are clear and in working order so that snow melt is able to appropri-ately drain from the roofs.

• Disconnect all outside hoses: any-time outside weather is freezing all hoses on the outside of the build-ing should be disconnected.

How to RespondOnce the snow and ice hits, ten-

ants may be calling to report broken pipes, property conditions and other issues. It is important to have an office open and staff on standby to receive those calls and coordinate additional services. Verify that your snow service vendor has in fact dis-patched a crew to your property. Maintenance staff needs to be prepo-sitioned with snow blowers, chain-saws and vehicles with studded tires allowing them to travel to properties so they can provide the required ser-vice. You may want to consider hav-ing a supply of sleeve clamps or “Shark Bite” couplings on hand for repairing pipe breaks in addition to a heat gun to melt frozen pipes.

If the snow is very heavy and icy crews need to be dispatched to clear the snow from buildings with flat roofs, in particular the drains need to be cleared so the water can drain off the roof as the snow melts instead of leaking into the tenant spaces. This is important because the weight of snow and ice can stress the roofs and cause them to cave in. Additionally, you also need to keep the air han-dlers clear of snow. If snow blocks the air flow it stresses the compres-sors and then you can’t generate heat either.

PreparationPreparation is the name of the

game. The more you inspect, plan

and prepare for catastrophe the more likely it is that you and your proper-ties will survive them with minimal damage. Make sure your documen-tation is well organized with prop-erty maps, and the locations of water shut offs and roof drains are easily available for you and your staff to access. Also, make sure to have 24-hour maintenance staff, plumb-ers, electricians and emergency response contractors’ phone num-bers in your cell phones to speed up your response. Finally, you will need easy access to your property insur-ance agents just in case you have a loss and need repair approvals and checks right away.

Clifford A. Hockley is President of Bluestone & Hockley Real Estate

Services, greater Portland’s full service real estate brokerage and property man-

agement company. Founded in 1972, Bluestone & Hockley’s staff totals near-ly 110 employees, including 20 licensed brokers. The company’s property man-

agement division serves commercial buildings, apartments, condominium

associations and houses in the Portland / Vancouver metro area, while the bro-kerage division facilitates both leasing

and sales of investment properties throughout Oregon and Washington.

Cliff earned a degree in Political Science from Claremont McKenna

College and holds an MBA from Willamette University. He is a Certified

Property Manager and has achieved his Certified Commercial Investment

Member designation (CCIM). Bluestone & Hockley Real Estate Services is an

Accredited Management Organization (AMO) by the Institute of Real Estate

Management (IREM). Cliff is a member of the Institute of Real Estate

Management and was named Certified Property Manager of the year in 2001

and 2003. Cliff is a frequent contributor to industry newsletters.

Bluestone & Hockley offers custom-ized brokerage, property and asset man-agement, as well as maintenance servic-

es to property owners and investors throughout the Portland/Vancouver

metro area. The company’s full-service approach benefits busy property owners

and investors, who know they can count on Bluestone & Hockley for high quality real estate services start to fin-

ish.


VALLEY



16083 SW Upper Boones Ferry Road, Suite 105, Tigard, OR 97224 503-213-1281, 503-213-1288 Fax www.multifamilynw.orgScott Arena

President, Multifamily Northwest

Cost: $65.00—Multifamily NW Members $105.00—Non-Members $25.00—Lunch Only (no class)

Register: Email: [email protected] Fax: (503) 213-1288

Registration fees are non-refundable.

Multifamily NW Office, 16083 SW Upper Boones Ferry Road, Suite 105

Tigard, OR 97224 800-632-3007 • 503-213-1281 • Fax 503-213-1288

Location: Eugene Hilton & Conference Center 66 East 6th Avenue, Eugene, OR 97401

Date: January 22, 2015 Lunch: 12:00pm-12:30pm Class: 12:30pm – 2:30pm 2 CEU Credits Questions? 800-632-3007

Pit Bulls & Marijuana Join us for the January Membership Luncheon in the Southern Willamette Valley as our speaker tackles two timely and difficult property policy decisions of pet breed restrictions and marijuana usage—both medical and the soon to be legal recreational varieties. Learn what the pending marijuana law changes mean for your properties and how the passed ballot initiative will come into effect. We’ll also address the Pandora’s box of pet polices with the pluses and minuses of restrictive rules with examples of when they are or are not allowed.

Great opportunity in Eugene!

Instructor: Jeffrey S. Bennett, Warren Allen LLP Jeffrey S. Bennett is a member of the Oregon, Washington and Idaho State Bars and has specialized in landlord/tenant law for two decades. Mr. Bennett heads the landlord’s rights department of his Portland law firm, Warren Allen LLP, has written numerous articles for regional trade journals and has successfully represented residential and commercial landlords throughout the Pacific Northwest.

Staying Connected in a World of ChangeAs I begin my ten-

ure as 2015 Board President for Multifamily NW, I reflect back upon a career of 23 years in

the real estate management industry. I cannot help but think how so much has changed – and yet some things remain consistent to this day. I have witnessed an incredible evolution in technology and its impact upon how we perform our jobs, deliver service, transmit information/data…and simply communicate between with one another. Today presents a differ-

ent world in so many ways. Now, perhaps more than ever, as

professionals we must keep pace with a rapid rate of development and change that is re-defining tools that help us perform our daily tasks and attain business objectives. As such we have come to rely upon new ways of communicating and con-necting.

When I began my career in 1991, the telephone was still a primary device of connecting. Mobile phones were still in a stage of relative infan-cy – anyone recall the “brick” phone? Email was just being introduced –

but we still relied heavily on voice-mail. I recall my first flip-phone with the retractable antenna. A couple years later I discovered Palm Pilot – great for organizing, but no phone! Then the Blackberry offered some-thing amazing: combing a phone and e-mail! All this paled in com-parison to the “smart phone” of today: phone, email, texting, music, photos, and, of course, apps! All revolutionary advances that changed, and continue to change, the

way our culture communicates. Changing the way we “connect.”

Today we co-exist in a world of “screens.” From ultra-television to iPads to iPhones to iWatches, our world of communication and man-aging our daily lives is becoming - though much faster – somewhat smaller, insular, and less interactive in ways.

Along with staying current with

The Consistency Guest Card is a great form for landlords, busy with pro-spective renters regularly inquiring about vacancies. Diligent use of this form is a smart tool to keep track of potential applicants and provide the level of infor-mation that highly quali-fied applicants expect. Additionally this form helps ensure that all inter-actions with potential rent-ers follow the same tem-plate. This form allows for the easy organization and written proof of how all applicants are asked the same questions or given the same instructions over the phone, experience matching property tours, and receive identical rent and deposit quotes. The audit trail this form creates can be very useful support-ing and demonstrating your lawful application process should it ever be questioned.

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CONSISTENCY GUEST CARDWELCOME CONVERSATION PHONE / IN PERSON

Applicant names______________________________________________________________________________________________________________________________________________________________

How soon do you need an apartment?________________________________________ How many people will this be for?_____________________________________

Where are you living now? Address:__________________________________________________________________________________________________________________________________

Any pets?__________________ Type_____________________________________________________________ Weight_______________________________ Age________________________________

What size apartment/how many bedrooms are you looking for?___________________________________________ How many baths?______________________

Is there a particular rent range?___________________________________________ What is important to you in your new home?_____________________________

______________________________________________________________________________________________________________________________________________________________________________________

How many cars do you have?_____________________________ Why are you moving?______________________________________________________________________________

How did you hear about us? c Print ad c Internet c Drive by c Resident referral

c Used approved script to describe community amenities

c Brochure/application was offered/given to applicants

Price quoted________________________ Deposit or deposit range quoted________________________

Different rent or deposit rates quoted? c Yes c No If yes, explain:

_________________________________________________________________________________________________________________

c Revenue Management System c Other________________________________________________

May we have a phone number and email of where you can be reached?

Phone:_______________________________________________________________________________________________________

Email:________________________________________________________________________________________________________

Recorded visit into log: Call________________ Visit________________ Prospect #_________________________ Date_______________________ Initial_______________________

Apt # shown_______________________ If not shown, reason:______________________________________________________________________________________________________________

Follow-up date within 24 hours?________________________ Second follow-up date:________________________ Third follow-up date:________________________

Leased apt #_______________________ Quoted monthly rent_______________________ Specials quoted_______________________________________________________________

If not leased, give reason__________________________________________________________________________________________________________________________________________________

______________________________________________________________________________________________________________________________________________________________________________________

______________________________________________________________________________________________________________________________________________________________________________________

INTERNAL NOTES

PHONE CALLS

How soon can you come and see metoday? Time__________________________

If you are shown an apartment youlike, are you prepared to fill out anapplication? c Yes c No

Do you know where we are located?Do you need driving directions?

Remember, please bring a copy of agovernment issued ID.

Consistency Guest Card – M163 OR-WA

Multifamily NW

Events CalendarJanuary 6, 2015 9:00 AM - 1:00 PM New Hire Training (Portland, OR)

January 7, 2015 6:30 PM - 8:00 PM Landlord Study Hall - Show Me the Money (Portland, OR)

January 9, 2015 12:00 PM - 1:00 PM January It's the Law Lunchtime Series - Mold: How to Handle Tenant's Demands (Portland, OR)

January 15, 2015 8:00 AM - 12:00 PM Fair Housing Fair (Portland, OR)

January 20, 2015 8:00 AM - 12:00 PM Mold Awareness & Remediation (Portland, OR)

12:00 PM - 1:00 PM PDX Membership Luncheon - Marijuana Legalization: What it means for you and your property (Portland, OR)

January 21, 2015 9:00 AM - 2:00 PM CAM: Legal Responsibilities (Portland, OR)

January 23, 2015 9:00 AM - 12:00 PM NALP: Leasing and the Internet (Portland, OR)

January 29, 2015 8:00 AM - 12:00 PM Safety and OSHA Preparedness (Portland, OR)

February 2, 2015 1:00 PM - 5:00 PM Oregon Landlord/Tenant Law Class Part I (Portland, OR)

February 3, 2015 9:00 AM - 2:00 PM CAM: Risk Management (Portland, OR)

February 4, 2015 9:00 AM - 12:00 PM Emergency Readiness (Portland, OR)

February 5, 2015 11:00 AM - 2:00 PM Forms and Notices (Portland, OR)

...continued on page 5

www.rentalhousingjournal .com



such advances, we must not lose sight of “how” we connect.

In this wave of development and tech advancement, it is critically important to remember those basics that do not change and remain cru-cial axioms to this day…and hope-fully always will.

Communication is “connection” and we must use this tool wisely. Whether motivating our employees, greeting customers or servicing cli-ents, we cannot discount the power of a handshake, a hand-written note, or a sincerely voiced commitment. No form of electronic “talking” can convey all that is transmitted with a “tone of voice,” body language or even a simple facial gesture. We may be the most “tech savvy” culture in history but we are still living, think-ing “beings.” Human connection is not a technical procedure. It’s an emotional one. We have more com-munication options available to us today than ever before. But we must

choose the method that best suits the message. Sometimes, voice-to-voice or face-to-face does the job best!

My message to all members as this New Year begins is do your best to stay “connected.” But balance your methods of connecting. We text, we email…sometimes when we shouldn’t (keep both hands on that wheel as it helps ensure career lon-gevity and good health!).

Despite what you might hear, there’s not an “app for everything.” Stay connected with your human side. Some things never change.

Best wishes for a healthy, produc-tive, successful and progressive 2015!

By Scott Arena President

Multifamily NorthwestExecutive Vice President of Quantum Residential, Inc.


VALLEY

World of Change ...continued from page 4

5 reasons to use rentegration1. Access - Rentegration.com is a web based, multi-user software offering cus-tomers 24/7 access to forms generation, archives, property management data-base, basic accounting, vendor ordering and other services.

2. Rental and Lease Forms - Unlimited use of a full line of state specific rental and lease forms. All Rentegration.com forms are created by attorneys and/or local rental housing associations.

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5. Value - Large property management companies that use Rentegration.com for only forms generation will save time and money over other methods. Mid and small size property managers and independent rental owners can manage their entire business at a fraction of the cost of other software and forms.

48-HOUR NOTICE OF ENTRYTENANT(S): ____________________________________________________ DATE:________

ADDRESS: ____________________________________________________ UNIT: _________

CITY: _________________________________________ STATE: __________ ZIP: _________48-HOUR NOTICE OF ENTRY

Pursuant to RCW 59.18.150, this is your 48 hour notice that your landlord or their agents will be

entering the dwelling unit and premises located at (Address)______________________________________________________________________________on between the hours of and . (Date) (Time) (Time)The entry will occur for the following purpose:______________________________________________________________________________

______________________________________________________________________________

Landlord Phone

Method of Service: Personal Service: Post and Mail: ** Add one additional day for compliance if served by post and mail.

WA-RTG-40 Washington

©2009 NO PORTION of this form may be reproduced without written permission.

CHECK-IN/CHECK-OUT CONDITION REPORTTENANT(S): __________________________________________________________________ADDRESS: ________________________________________________UNIT: ______________CITY: ___________________________________ STATE: ________ ZIP: _________________Rating Scale = (E)Excellent (VG) Very Good (G)Good (F)Fair (P)Poor Rating Scale = (E)Excellent (VG) Very Good (G)Good (F)Fair (P)Poor Rating Scale = (E)Excellent (VG) Very Good (G)Good (F)Fair (P)Poor Rating Scale = (E)Excellent (VG) Very Good (G)Good (F)Fair (P)Poor Rating Scale = (E)Excellent (VG) Very Good (G)Good (F)Fair (P)Poor Rating Scale = (E)Excellent (VG) Very Good (G)Good (F)Fair (P)Poor Rating Scale = (E)Excellent (VG) Very Good (G)Good (F)Fair (P)Poor Rating Scale = (E)Excellent (VG) Very Good (G)Good (F)Fair (P)Poor Rating Scale = (E)Excellent (VG) Very Good (G)Good (F)Fair (P)Poor IN Out In Out In OutLIVING AREAS KITCHEN BEDROOM 3Walls Walls Walls

Windows Stove/Racks WindowsBlinds/Drapes Refrigerator Blinds/DrapesRods Ice Trays RodsFloor Shelves/Drawer FloorCarpet/Vinyl/Wood Disposal Light FixturesLight Fixtures Dishwasher Doors/WoodworkDoors/Woodwork Counter Tops LocksLocks Cabinets CeilingsCeilings Sink Electric OutletsElectrical Outlets FloorGarbage Cans WindowsTV Antenna/Cable Blinds/Drapes BATH ROOMFireplace

Towel BarsCleanlinessSink & Vanity

ToiletBEDROOM 1 BEDROOM 2 Tub/ShowerWalls Walls Fan (Exhaust)Windows Windows FloorBlinds/Drapes Blinds/Drapes Electric OutletsRods Rods Light FixturesFloor FloorLight Fixtures Light Fixtures Essential ServicesEssential ServicesDoors/Woodwork Doors/Woodwork PlumbingLocks Locks HeatingCeilings Ceilings ElectricityElectrical Outlets Electric Outlets Hot Water

Smoke Detectors

OR-RTG-20 Oregon


PET AGREEMENTTENANT INFORMATION

TENANT(S): ____________________________________________________ DATE:________ADDRESS: ____________________________________________________ UNIT: _________CITY: _________________________________________ STATE: __________ ZIP: _________

DESCRIPTION OF PET(S)

1) Type _______________ Breed _______________ Size ______ Age __ Weight ___ Color ____ Name ________ Vaccinations: Yes____ No____ License Number: ______________



Additional Security Deposit Required:$

AGREEMENTTenant(s) certify that the above pet(s) are the only pet(s) on the premises. Tenant(s) understands that the additional pet(s) are not permitted unless the landlord gives tenant(s) written permission. Tenant(s) agree to keep the above-listed pets in the premises subject to the following terms and conditions:

1) The pet(s) shall be on a leash or otherwise under tenant’s control when it is outside the tenant’s dwelling unit. 2) Tenant(s) shall promptly pick up all pet waste from the premises promptly. 3) Tenant(s) are responsible for the conduct of their pet(s) at all times. 4) Tenant(s) are liable for all damages caused by their pet(s). 5) Tenant(s) shall pay the additional security deposit listed above and/or their rental agreement as a condition to keeping the pet(s) listed above. 6) Tenant(s) shall not allow their pets to cause any sort of disturbance or injury to the other tenants, guests, landlord or any other persons lawfully on the premises. 7) Tenant(s) shall immediately report to landlord any type of damage or injury caused by their pet. 8) This agreement is incorporated into and shall become part of the rental agreement exe -cuted between the parties. Failure by tenant to comply with any part of this agreement shall constitute a material breach of the rental agreement.

_____________________________ ______________________________Landlord Tenant ______________________________ Tenant

OR-RTG-24 Oregon


CHECK-IN/CHECK-OUT CONDITION REPORTTENANT(S): __________________________________________________________________

ADDRESS: ________________________________________________UNIT: ______________

CITY: ___________________________________ STATE: ________ ZIP: _________________Rating Scale = (E)Excellent (VG) Very Good (G)Good (F)Fair (P)Poor

Rating Scale = (E)Excellent (VG) Very Good (G)Good (F)Fair (P)Poor







Rating Scale = (E)Excellent (VG) Very Good (G)Good (F)Fair (P)Poor IN OutIn Out

In Out

LIVING AREASKITCHEN

BEDROOM 3

Walls

Walls

WallsWindows

Stove/RacksWindows

Blinds/DrapesRefrigerator

Blinds/DrapesRods

Ice TraysRods

Floor

Shelves/DrawerFloor

Carpet/Vinyl/WoodDisposal

Light FixturesLight Fixtures

DishwasherDoors/Woodwork

Doors/WoodworkCounter Tops

LocksLocks

CabinetsCeilings

CeilingsSink

Electric OutletsElectrical Outlets

Floor

Smoke DetectorsGarbage Cans

WindowsTV Antenna/Cable

Blinds/DrapesBATH ROOM

Fireplace

Towel BarsCleanliness

Sink & Vanity

ToiletBEDROOM 1

BEDROOM 2Tub/Shower

Walls

Walls

Fan (Exhaust)Windows

WindowsFloor

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As strong market conditions continue to prevail in the Pa-cific Northwest, many apart-

ment communities are maintaining high occupancy numbers, and others are full with a waiting list. Condi-tions are optimum for raising rents and increasing property values. Resi-dents of these communities are get-ting an education in the high cost of relocating and are opting to stay put, even if they receive a significant rent increase.

What all this means is that those on the leasing end are in the driver’s seat: It is a seller’s market! However, just because you are full does not mean you quit selling or stop provid-

ing quality customer service. Unfortunately, after several years of tough market conditions, some leas-ing staffs are ready for a break and they are taking it during regular office hours!

Based on some disturbing trends that started showing up a couple of years ago and that are still going strong, the Secret Shopper is won-dering if some leasing consultants have the following questions:

• When I have no vacancies or unrented notices, is it really necessary for me to answer the phone, return calls or set appointments?

• When I have no apartments

available to rent, do I really have to keep appointments that conflict with my lunch break?

• When my community is full and I’m having a slow day, do I really need to stay open until closing? While the above are “imaginary”

questions, I can’t help but wonder how many of these are real, unspo-ken thoughts in the minds of some leasing employees.

It may be true that the “leasing” side of the rental office becomes less challenging when your community is 100% occupied. However, even without apartments to rent, you have an existing customer base. Your resi-dents still must be able to conduct business with you in order to renew leases, pick up packages, request maintenance service, etc. If you choose not to answer your phone, return calls or keep your office open, then you are not providing the level of customer service you promised when they were prospective renters

Regarding your 100% occupancy Congratulations! - It took a lot of hard work to get there. Of course, depending on how you treat your residents will determine if you STAY

there. Oh, and one last thing: How are you coming along with your waiting list? Are you keeping in touch with the people who expressed interested in renting at your commu-nity or did you just take their name and number to “humor them?” Remember: The future is unpredict-able, but a current, updated waiting list is a “sure thing.” Instead of “clos-ing up shop” early on a slow day, how about making some follow up calls. You and your future renters will be glad you did!

If you are interested in leasing train-ing or have a question or concern that you would like to see addressed, please

reach out to me via e-mail.

ASK THE SECRET SHOPPER

Provided by: Joyce (Kirby) Bica former owner of Shoptalk Service

Evaluations Phone: 425-424-8870

E-mail: [email protected]©

Joyce (Kirby) Bica


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Secret ShopperAsk TheNorthwestNorthwest

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York Times announced that 10 per-cent of its hard copy subscribers are between the ages of 18 and 24. According to Mediamark Research and Intelligence, magazine reader-ship has increased by 4.3 percent in the past five years. The Association of Business Information and Media Companies reported that 96 percent of business-to-business clients still read print publications. If businesses made the fateful decision to disre-gard print advertising all together, they would be disengaging from a massive list of potential clients.

Multimedia is the only way to get readers to spend with my company.

False. A December 2012 Valassis survey was conducted, focusing on the connection between print adver-tisements and the spending habits of the generations born in the 1980s and 1990s. Here is the break-down of the results.

• Over half said they would spend less money if they didn’t look at print ads.

• 91 percent said they used coupon cutouts from print advertisements to save money.

• 51 percent admitted that print ads inspire their spending habits.

• 30 percent said they refer to online websites seen in print ads to obtain more information

• 87 percent use print to choose a restaurant. Print ads make it easy to target

certain demographics. Instead of throwing an advertising banner on Facebook or Twitter, you can send magazines, flyers or catalogs to homes in certain areas. Nordstrom, a billion dollar company, still spends a pretty penny on print advertising.

Strategically, different versions of catalogs are printed and are distrib-uted according to how much a spe-cific customer spends annually and which departments they shop in. Nordstrom is able to target where and who its catalogs should be mailed out to. Finding the appropri-ate audience for a company’s adver-tising is made easy with print result-ing is less wasteful marketing spend-ing and increased profits for a com-pany.

Why should I use print ads? Large companies aren’t using them anymore.

False. Nordstrom isn’t the only company not falling for the rumors. In 2011 Nike spent $113 million on advertising that did not involve the Internet. Google spent $1 million on non-internet advertising that year as well. We all know these companies have some of the most brilliant mar-keting teams in the world, which is exactly why they are still using print advertisements. Madison Hildebrand, a star of the Bravo show, “Million Dollar Listings,” has had massive success as a Realtor and is well-known by most television view-ers and Internet users. However, it should not be assumed that every potential client uses the Internet or watches cable TV. Mr. Hildebran knew this and recently advertised himself in a four-page spread in Homes and Land magazine. If busi-ness thriving people and companies are still using print advertisements then why shouldn’t everyone else?

What makes print ads “work”?

Great question. As stated before, print is easy to target. People also

tend to pay more attention to mate-rial they are subscribed to rather than a pop-up ad or an ad interrupt-ing their music on Pandora. Websites tend to be skimmed quickly, adver-tising on TV or on the Internet is only there as long as it is paid to be there. A magazine tends to find a home on a coffee table or in a den-tist’s office where it is picked up and sifted through by dozens of people over several months. The Internet these-days is full of scams and fake “news”. Print advertisements are more trustworthy to potential cus-tomers. The Internet has helped bring us a fast-paced world. Many people turn to the Internet to accom-plish something quickly and effi-ciently, but that is not necessarily the best place for an advertisement. Can you recall the last advertisement that popped up on your computer screen? What about the company that was advertising itself? Most likely not, and you are not alone. These ads don’t pique most people’s attention. It is not uncommon for somebody to unwind by reading a magazine or newspaper. In a relaxed environ-ment is where information, in this case an advertisement, will be noticed.

New advertising techniques are always better.

Wrong again. “Out with the old, in with the new” shouldn’t apply to everything. People may argue that spreads with advertisements are flipped past, happens to the hun-dreds of emails consumers receive a day titled “Cyber Monday sale” “Going, going, gone” or “All orders over $50 take $5 off!” They go direct-ly into the deleted items folder. Although the saying “print is dead”

has been echoing through the adver-tising world, research shows differ-ently. Penn State conducted a study, that concluded that print ads stick with customers more than online ads. Print is also an advertising tech-nique that can stimulate multiple senses. Take sample perfume ads in magazines, or shopping catalogs, or sample textures in home improve-ment magazines and pamphlets. A potential customer is not going to be feeling, or smelling anything through the Internet. By stimulating senses, an advertisement becomes more interesting and memorable.

Internet and multimedia ad-vertising is important

True. Although print advertising continues to prove itself in the mar-keting world, other forms of adver-tising are important as well. Many print ads include the company’s website to provide more informa-tion. Integrated marketing programs have been proven to be extremely successful if correctly executed and almost always involve print ads.

The use of print advertising is increasing.

True. The biggest myth of all is that print advertising is quickly slip-ping through the cracks. This couldn’t be more wrong. According to Media Radar, the medical and pharmaceutical, home furnishings, technology, and beverages categories have all published more print ads than the year before. Ralph Lauren, Chanel, Calvin Klein and Louis Viton amongst other luxury brands have dramatically increased their print ad spending since 2012.


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Print Advertizing Dead? ...continued from front page

According to the Society of Human Resource Man-agement {SHRM} over 50

percent of the information presented on a resume by a job candidate may be false or misleading. These are alarming statistics, and as the execu-tive of your property management company, it continues to be increas-ingly important to understand the mindset of the job candidates that are applying for positions within your company. This article will help you and your company strengthen your reference checking process and eliminate those who will not be a perfect fit, long before a position is ever offered.

Some reference checking statis-tics: A recent SHRM survey at www.shrm.org was sent to 2,640 human resource members regarding refer-ence checking. The survey conclud-ed that job candidates frequently present misleading information about their length of stay with for-

mer organizations, their past/cur-rent salary levels and their college credentials. More specifically, 53 percent of companies involved in this survey discovered falsified infor-mation about length of employment from job candidates and 51 percent discovered falsified information about past salaries. In addition, 61 percent of job candidates falsify their college credentials, a credential that can be easily researched during the reference checking process.

Tip From The Coach: Based on the above survey information, con-ducting thorough reference checks must continue to be an important step in the selection and interview process of hiring SuperStars for your property management company.

Developing a reference checking process: The first step is to deter-mine how reference checks are going to be done in your property manage-ment company and to establish or strengthen your written policy for

how reference checks fit into your interview process. With some of our property management clients, their human resource department handles this important step before a formal job offer is made. With other prop-erty management clients, all hiring executives handle their own refer-ence checks, based on the specific level of position being offered or the compensation range being present-ed. As for references, three or more business references should be sup-plied by a job candidate as early in the interview process as possible. We highly recommend asking for references early in the interview pro-cess because this will give your hir-ing executives additional time to contact each organization submitted by a job candidate. This also means that your hiring executives will not be rushed to do reference checks in the final hours before making a job offer. This makes for a more thor-ough and complete reference check-

ing process. Tip From The Coach: In addition

to reference checks, many property management companies are now asking permission to do background checks, credit checks and criminal checks as part of their hiring process. Based on the SHRM survey statistics above and your own professional experience, have you recently reviewed your reference checking process? This process will help to link talented SuperStars to compati-ble positions within your property management company and will reduce the chances of hiring low per-formers.

Questions to ask when calling a reference: It has been our experience that all of our property management clients want to create their own cus-tom reference checking form. Here are some sample questions to get you started with yours: How would you characterize his/her success

Property Management Reference Checks… Are They Really Necessary?©

...continued on back cover



The Coach – Ref. Checks ...continued from page 7

with your company? How would you characterize his/her energy level? How was this person viewed by his/her peers? Describe the types of decisions this person made on a daily basis? How did this person manage their time? Tell me about a disagreement or a challenging situa-tion and how this person handled it? Specifically, how was this person paid? Why did this person leave your company? Based on what you shared today, would you hire this person back?

Tip From The Coach: We know that many companies are no longer giving references on past employees based on legal and liability concerns. Most of our property management clients now ask a job candidate to sign a reference authorization form giving permission to their previous employers for a full and candid ref-erence while also waiving any legal liability. In addition, we strongly advise our clients to call each refer-ence given by a job candidate and when the reference conversation is complete --- ask this person, “Is their someone else within your company who can give me an additional refer-ence on this job candidate?” Speaking to a second person within the same company is the secret to getting accurate and detailed refer-ences.

Want to hear more about this important topic or ask some addi-tional questions about how to build a custom reference checking form or to see a sample reference authoriza-tion form? Send an E-mail to [email protected] and The Coach will E-mail you a free TeleForum invita-tion.

Author’s note: Ernest F. Oriente, a business coach/trainer since 1995

[33,000 hours], serving property man-agement industry professional since

1988--the author of SmartMatch Alliances™, the founder of

PowerHour® [ www.powerhour.com ], the founder of PowerHour SEO [ www.

powerhourseo.com ], the live weekly PowerHour Leadership Academy [

www.powerhourleadershipacademy.com/pm ] and Power Insurance & Risk Management Group [ www.pirmg.com

], has a passion for coaching his clients on executive leadership, hiring and

motivating property management SuperStars, traditional and Internet

SEO/SEM marketing, competitive sales strategies, and high leverage alliances

for property management teams and their leaders. He provides private and group coaching for property manage-

ment companies around North America, executive recruiting, invest-

ment banking, national utility bill auditing, national real estate and apart-

ment building insurance, SEO/SEM web strategies, national WiFi solutions

[ www.powerhour.com/propertyman-agement/nationalwifi.html ], powerful tools for hiring property management

SuperStars and building dynamic teams, employee policy manuals [

www.powerhour.com/propertymanage-ment/employeepolicymanuals.html ]

and social media strategic solutions [ http://www.powerhour.com/property-

management/socialmedialeadership.html ]. Ernest worked for Motorola,

Primedia and is certified in the Xerox sales methodologies. Recent interviews

and articles have appeared more than 8000+ times in business and trade pub-

lications and in a wide variety of lead-ing magazines and newspapers, includ-

ing Smart Money, Inc., Business 2.0, The New York Times, Fast Company,

The LA Times, Fortune, Business Week, Self Employed America and The

Financial Times. Since 1995, Ernest has written 225+ articles for the prop-erty management industry and created

400+ property management forms, business and marketing checklists, sales letters and presentation tools. To sub-scribe to his free property management newsletter go to: www.powerhour.com.

PowerHour® is based in Olympic-town…Park City, Utah, at 435-615-

8486, by E-mail [email protected] or visit their website: www.powerhour.

com


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Valley Rental Housing Journal Jan 2015