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Attention Apartment Managers

3www.snmaonline.org

MARCH APRIL 2009

INSIGHTThis Issue

SNMA 2009 Board of DirectorsPresidentBret Holmes ...................... 702.699.9261Advanced Management Group

President ElectPaula Lane ......................... 702.362.6444Pinnacle American Management

Vice PresidentDebra Peterson ................. 702.255.3700For Rent Media Solutions

DirectorFrancie Stocking ............... 702.368.4217Western Risk Insurance

DirectorDebi O’Keefe .................... 702.436.9293Prime Group

DirectorBrandi Cooley ................... 702.320.8500RW Selby

DirectorRhonda Sikes ..................... 702.438.7678Avion at Sunrise Mtn.

DirectorDana Murrah ..................... 702.395.1523Apartment Management Consultants

DirectorDoug Sartain ..................... 702.873.5995Certified Fire Protection

Bowling CommitteeJohn Sigman, Board Liason 939-1494Las Vegas Apartment Guide [email protected]

SNMA - Apartment Insight (Magazine)John Sigman, Board Liason 939-1494Las Vegas Apartment Guide [email protected] Schreiner, Committee Chair 939-1494Las Vegas Apartment Guide [email protected]

Community Outreach CommitteeRhonda Sikes, Board Liason 438-7678Avion at Sunrise Mountain [email protected] Pendleton, Committee Chair 255-3700For Rent Media Solutions [email protected]

Dinner Meeting CommitteeTeresa Jackson, Board Liason 940-5120Clark County Collection Service [email protected] Hinojos, Committee Chair 939-1494Las Vegas Apartment Guide [email protected]

Education CommitteeDebi O’Keefe, Board Liason 436-9293Prime Group [email protected] Murrah, Board Liason 395-1523AMC, LLC [email protected] Loftus, Committee Chair 917-5746HD Supply [email protected] Escobedo, Committee Co-Chair Karsaz Law [email protected] [email protected]

Golf CommitteeRob Grocutt, Board Liason 895-8887Sherwin Williams [email protected]

Information/Resource CommitteeBrandi Cooley, Board Liaison 320-8500RW Selby [email protected]

Legislative CommitteeChris Karsaz, Chair 323-833-0150Karsaz & Associates [email protected] Kirk, Co-Chair 436-2048Camden Residential Management [email protected]

Maintenance Mania/Membership PicnicPaula Lane, Board Liason 362-6444Pinnacle American Management [email protected] Cooley, Chair 320-8500RW Selby [email protected]

Market Trends CommitteeSusan Bauman, Committee Chair 368-4217Western Risk Insurance [email protected] Lane, Board Liason 362-6444Pinnacle American Management [email protected]

Membership CommitteeFrancie Stocking, Board Liason (Vendor) 368-4217Western Risk Insurance [email protected] Sikes, Board Liason (IROC) 438-7678Avion at Sunrise Mountain [email protected]

NAA Host CommitteeDebra Peterson, Board Liason 255-3700For Rent Media Solutions [email protected] Vail, Chair 604-2351Apartment Finder [email protected] Simmonds, Co-Chair AMC, LLC [email protected]

Public Relations CommitteeBrandi Cooley, Board Liason 320-8500RW Selby [email protected]

Website CommitteeDoug Sartain, Board Liason 873-5995Certified Fire Protection [email protected] End Event/AwardsRellie Greensfelder, Board Liason 371-2365Frazee Paint & Wallcovering [email protected]

SNMA 2009 COMMITTEE ROSTER

TreasurerJohn Sigman ..................... 702.939.1494Las Vegas Apartment Guide

SecretaryBarbara Kirk ....................... 702.436.2048Camden Property Trust

Past PresidentAmanda Hahn ................... 702.671.6000Signature Management Company

DirectorTeresa Jackson .................. 702.940.5120Clark County Collection Service

DirectorRob Groucutt .................... 702.895.8887Sherwin Williams

DirectorChris Karsaz ....................... 702.952.9227Karsaz & Associates

DirectorDonna Gill ......................... 702.737.1033Riverstone Residential

DirectorRellie Greensfelder ........... 702.371.2365Frazee Paint & Wallcovering

News & Updates 5 President’s Message

6 Coming Together

10 Train Your Brain!

13 News Flash!

18 Spotlight on Platinum Sponsor: For Rent Media Solutions

21 On the Move

Feature Articles 8 Tenant Safety

9 Detecting Silent Leaks In Your Home

12 Top Five Training Tips for Resident Screening

16 Five Things Renters Want in a Leasing Consultant

17 Cleaning “Charge” vs. Security “Deposit”

19 Fourth Quarter Multifamily Applicant Risk Index

20 What Do We Do Now?

22 Fair Housing Focus: When Will They Evern Learn... ?

4 www.snmaonline.org

MARCH APRIL 2009

MOTTOCommitment, Innovation, Integrity

MISSION STATEMENTOur commitment is to provide, with innovation and integrity, legislative

support, education and community outreach to our membership and industry.

SNMA offers a wide variety of education programs for leasing personnel, maintenance, managers, regional directors, owners and vendor members.

Legislative updates & representation

Frequent networking opportunities

Innovative education programs

Business & career referrals

Advertising & sponsorship opportunities

Bimonthly magazine – “Apartment Insight”

Website: www.snmaonline.org

Forms & Landlord/Tenant Law Books

Legal Information & Updates

Support staff with industry experience....

10 Reasons to be a Member

Southern Nevada Multi-Housing Association2775 South Rainbow Boulevard, Suite #101-C, Las Vegas, NV 89146

T: 702-436-7662 • F: 702-446-8445Email: [email protected] • Web Site: snmaonline.org

Apartment Insight is published by the Southern Nevada Multi-Housing Association.

Apartment Insight is the official trade publication of the Southern Nevada Multi-Housing Association, a professional association of multi-housing professionals and industry partners.

The materials contained in this publication are general in nature; the applicability to one’s particular situation should be reviewed with a professional who has all the facts pertaining to the situa-tion being considered. The publisher disclaims any liability for published articles.

Advertising Policy: Southern Nevada Multi-Housing Association accepts no responsibility for unsolicited materials. Advertisements contained in this magazine do not constitute endorsement. With the exception of those products and services directly under the control and supervision of SNMA, it is the policy of the SNMA, its officers and Board of Directors, not to endorse any products or services.

Magazine Committee:Chris Schreiner

Committee Chair/Editor

Allison WilliamsFront Cover Art

John SigmanBoard Representative

Photos courtesy of Apartment Guideand Doug Sartain

For Advertising Information, Contact:

800.639.0465

SNMA welcomes our newest members!New Vendors:Right-Way Signs, NAI Alliance, Western Pride Construction LLC

Platinum Sponsors:For Rent Media SolutionsCertified Fire ProtectionWestern Risk Insurance

The Bentley Group

Sherwin Williams Paint and FloorcoveringCox Communications

Silverlands Landscaping

New Properties/Mgmt Groups:The Chesser Group

5www.snmaonline.org

MARCH APRIL 2009

W ell, we are off to a great start for 2009, at least the Association is! For those of you who were not able to attend the installation dinner you missed out on a great event! Turnout was excellent, with

over 120 people attending. We had the President of the Na-tional Apartment Association, Doug Culkin, speak about all the benefi ts we have by being an NAA member. Also, his associate Dave Edwards spoke about membership and how the NAA is here to assist us in sup-porting the multi-family industry. They were both very informative and entertaining.

We had the opportunity to celebrate and thank the 2008 Board of Direc-tors for their faithful service over the past year as well. I would like to throw out an extra “Thank You” to Amanda Hahn for her leadership in 2008. Thanks Amanda!

Please make sure you take some time to look at our calendar of events. We have a lot of great education classes coming up, and they include a great balance between the inside and out-side staff for your properties. During these tough economic times, I believe it is important to make sure you are keeping your best people. One great way to do that is to keep them up to date on the latest processes and information relating to their job. Important things like that go a long way toward improving

employee morale and keeping them happy. And we all know a happy employee is a good employee!

I hope everyone had a chance to attend Market Trends. It was a great conference that was full of good information. Unfortu-

nately, it did reinforce most experts’ opinions that 2009 is going to be a rough year for everyone. With the December report from CBRE show-ing the average occupancy in the val-ley below 90% it is apparent that Las Vegas is still in decline and we have a big hill to climb going forward.

You might have noticed the new SNMA logo. It puts a fresh spin on the association and really em-phasizes what we are about, the multi-family industry. We are also in the process of rolling out our new website. Our initial goal was to have it “live” by the end of February. It will be much easier to navigate and fi nd information, as well as be signifi -cantly easier to register for events. I know we all can’t wait for that!

Last but not least, keep an eye on the legislative committee. There are a

number of bills coming up that will have a huge impact on our industry. The SNMA is committed to fi ghting for you and to making sure that your voice is heard. I look forward to seeing all of you at the next SNMA event.

New Year Off to a Great Start

By Bret Holmes

President’s Message

During these tough

economic times, I

believe it is important

to make sure you are

keeping your best

people. One great way

to do that is to keep

them up to date on the

latest processes and

information relating to

their job.


MARCH APRIL 2009

The January installation dinner was packed full of activities. The membership fi rst thanked the 2008 board members for their service to the Association with plaques. Toya Weaver and Daniel Sanchez of Alternative Management received a

thank-you as well for all their hard work for us. Awards were then given out to the outstanding committee volunteers of 2008.

Constable Bobby “G” then administered the oath to the incoming 2009 board. It was hard to deny the change in the air with our 44th President taking the oath of offi ce that very same day. We then took a moment to give special thanks to our 2008 President, Amanda Hahn.

Doug Culkin, President of NAA and Assistant Director of Affi liate Services, David Edwards were on hand to talk about what being an NAA affi liate does for the SNMA. A presentation was shown to educate the members of all that NAA does and is and we received great information on just what NAA means to our industry and how valuable our membership is.

Debra Peterson, Rhonda Sikes and Jennifer Pendleton of the Out-reach Committee presented the property and vendor 1st place win-ners with 150 SNMA Bucks each, for their tremendous contributions toward the 2008 Food Drive. Broadstone Azure and Certifi ed Fire Protection were thanked for the largest donations of food items.

Maintenance Mania winners were announced and will now be go-ing on to compete at NAA. We wish them luck! The winners are:

Mark Glover of Silver Shadows (Pinnacle)Doug Peterson of Chateau Calais (Ovation)Robert Watson of Silver Shadows (Pinnacle)

January 20th DinnerSponsored by SURE Deposit

2008 Board (L to R): Chris Karsaz, Amanda Hahn, Patricia Miller, Rellie Greensfedler, Bret Holmes, Barbara Kirk, Debra Peterson, Debi O’Keefe,

John Sigman, Donna Gill, Rob Groucutt, Brandi Cooley, Susan Bauman, Dana Murrah, Doug Sartain and Rhonda Sikes

Daniel Sanchez and Toya Weaver with Amanda Hahn

Jennifer Pendleton of For Rent- Outreach

Xenia Diniz of Apartment Guide- Education

Chris Hinojos of Apartment Guide- Dinner Events

Tresa Simmonds- Market Trends

Chris Schreiner of Apartment Guide- Magazine and Bowling

Bret Holmes thanks dinner sponsor, Brian of SURE Deposit (L)

MARCH APRIL 2009

7www.snmaonline.org

MARCH APRIL 2009

Getting Lucky With SNMA

2009 Board (L to R): (kneeling left) Treasurer John Sigman, NAA President Doug Culkin, Director Francie Stocking, Director Rellie Greensfelder, Vice President Debra Peterson, President Bret Holmes, Director Brandi Cooley,

Director Rob Groucutt, Secretary Barbara Kirk, Director Chris Karsaz, Director Doug Sartain, A.D. Affiliate Services David Edwards, New SNMA Executive

Director Michael Fazio, Director Teresa Jackson, Past President Amanda Hahn, Director Donna Gill, President-Elect Paula Lane, Director Debi O’Keefe and

Director Dana Murrah.

P roceeds from the 50/50 raffl e went to the Susan G. Ko-men Foundation. The night had four winners—well three people, one who was VERY lucky and won twice! Doug Sartain of Certifi ed Fire Protection graciously donated the

150 SNMA Bucks his group won for the food drive to be drawn for a property person and Pat Folwell was the lucky winner… again!

The 2009 board oath by Bobby “G”

2009 President Bret Holmes thanks 2008 President Amanda Hahn for her

service Amanda Hahn with Bobby “G”

Bret poses with David Edwards and Doug Culkin from NAA

Misty Justice of Broadstone Azure Doug Sartain of Certified Fire Protection

Jill Glover with Marisa Meade of SURE Deposit

Pat Folwell of Sunrise Gardens won the $150 SNMA Bucks donated

back to the SNMA by Doug Sartain, and also won a $50 gas card for the

business card updatePat with Marisa Meade of SURE

DepositCash winner Gus Colessides with

Marisa Meade

Jill Glover of For Rent won a $50 VISA gift card from SURE Deposit. Pat Folwell of Sunrise Gardens won the $150 SNMA Bucks donated back by Certifi ed Fire Protection, as well as a $50 gas card for the business card update. Gus Colessides of Renters Legal Liability won the 50/50 of $196.

MARCH APRIL 2009


MARCH APRIL 2009

W e certainly want to follow some basic safety tips and procedures to make our tenants safer and avoid that

lawyer thing. Frequently Asked Questions at Nolo.com clearly identifi es the liability of landlords and owners for tenant safety. Whether it’s physical property modifi ca-tions, rules for behavior, or selection of services and vendors, we can do “a-lot-with-a-little” to enhance property safety.

1 If it’s a safety feature, make it work. How are your gated entries functioning?

Are some of them blocked due to mechanical failure? Tenants rented with an expectation

of property security with these gates, so keep them operational. Are your security systems functioning properly? If a tenant calls in a problem with a security item, how long does it take to have it corrected? Make sure ALL safety features are functioning at ALL times.

2 Select your vendors careful ly. Whether it’s the trash hauler, heating

repair company or cable installers, investi-gate your vendors. Use licensed and bonded contractors, and get referrals. Cutting corners with repair companies can create dangerous situations from sub-standard repair practices. Not using bonded vendors

can invite theft or damage to your tenants’ personal property.

3How about building maintenance & upkeep? Are stair rails loose, or bal-

cony railings not secure? Are there chunks broken out of concrete stairs? A hooked high heel can result in an injured tenant. Are ground fault interrupter outlets func-tioning properly? Every time you roll over a lease, perform a walk-through and identify safety hazards.

4 Improvements pay off. The next time you’re doing major plumbing fi xture

replacement, consider scald-proof bath fi xtures. These fi xtures have a protective feature that will not allow full fl ow of hot water by always introducing enough cold water to moderate the temperature. If you have wooden stair steps, consider Trex when the time comes to replace rotted wood. It is a man-made material that doesn’t rot, and is not in any way damaged by rain or snow. It is used a lot for boat docks.

5 Use outdoor lighting. If your tenants park outdoors or cross a parking area

to get to their units, this area should be well lit for their safety. Outdoor enclosed walkways should also be lit for safety from intruders. Consider camera recordings as a deterrent, as well as to give your tenants a comfortable feeling.

6Be observant and report criminal activity. There are frequent lawsuits

where tenants sue their landlord for expo-sure to criminal activity on the property. If you see any suspicious activity, such as possible drug dealing, even if it is another tenant, you should report it. Your leases need to be very specifi c about illegal activity by tenants and the fact that any suspicious activity will be reported.

We’re talking mostly common sense here, but it is important stuff. Make safety and security as important as collecting rent. Otherwise, you may fi nd a lawyer collecting your rent.

Tenant SafetyBy Dimitris Georgakopoulos,

Vice President of Technology, Buildium LLC

Dimitris Georgakopoulos is Vice President of Technology and one of the founders of Buildium LLC, maker of online property management soft-ware for landlords, professional property manag-ers, condos and homeowner associations (HOAs) designed to help them operate more easily and with better results. For further details, visit the website, http://www.buildium.com or contact Dimitris directly at [email protected].

Not only do we all want our tenants to FEEL safe, but we want them to REALLY BE safe

in our properties. The last thing we want is a tenant victim of an injury, theft or personal

property damage. And, while we know some lawyer jokes, we do respect their use in

society. We just don’t want to be looking at one across the courtroom.

9www.snmaonline.org

MARCH APRIL 2009

L eaks waste precious water and your money. To help com-bat leaks inside and outside your home, the Southern Nevada Water Authority (SNWA) offers information and resources that can assist you in tracking down these

resource thieves.

Many leaks are easy to spot, like a drip from your faucet or the sound of your toilet self-fl ushing, but others are more diffi cult to detect.

Leaks can be found throughout your home, such as in your fau-cets, toilets and water softeners. The most harmful and damaging leaks usually are found outdoors, in your sprinkler system and main service line.

Here are some easy steps to help you determine if you may have a leak in your home:

Stop all water use inside and outside your home.

Locate your water meter: About 90 percent of all residential wa-ter meters are located in front of the home, in the sidewalk.

Check your water meter for movement; Look at the top of the meter, where you will notice a triangle (called the fl ow indicator). If you don’t have a fl ow indicator, you can use the sweep hand on the register to indicate water loss.

If either the fl ow indicator or the sweep hand is moving, you may have a leak or malfunction.

DetectingSilentLeaksIn Your Home

Once you’ve determined if you have a leak, visit snwa.com for helpful tips or to view an instructional video that provides step-by-step leak-detecting information. If you can’t fi nd the leak, call a professional plumber for assistance.

If leaks aren’t fi xed in a timely manner they not only will in-crease your water bill, but they also can cause costly property damage.

For more information visit snwa.com or call our conservation helpline at 258-SAVE.

Remember, saving water is saving money; the SNWA wants to help you do both.

Detecting Silent Leaks in Your Home

Has your water bill inflated, yet your usage has not? You may have a leak. Leaks can easily be detected and usually are found in faucets, toilets or water softeners, or outdoors in your sprinkler system or main service line. The Southern Nevada Water Authority has compiled information for you to easily combat this water and money thief. Visit snwa.com and search “Leak” to view step by step leak-finding information or view an instructional video. Saving water is saving money and the SNWA wants to help you do both.


MARCH APRIL 2009

Train Your Brain!

If you are interested in taking any of the courses or being on the Education Committee, please contact [email protected].

Education Platinum Sponsor Opportunity

Available!

Pricing: 3 hour Leasing Classes: $35 members, $70 non-members (Education pass can be used)

Jan/March/April Leasing-Management class: $45 members, $90 non-members (Education pass can be used)

Maintenance classes are free, unless there are actual costs for certification or materials, which will be conveyed prior to the class.

Legal Classes: $35 members, $70 non-members (Education pass can be used)

April is Fair Housing Month and we are going to offer a basic class free to our membership only.

Education Pass: $199 for 8 classes and $249 for 10 classes

You must register for each class at least 48 hours in advance in order to be able to use your Education Pass for the class; this is required to obtain an accurate head count for our educators.

2009 Education CalendarDate Event Time Location Speaker/Host

March 13 LEGAL: Premises Liability 9-12 TBD Chris Karsaz

March 18 MANAGEMENT/LEASING: Marketing in Tough Conditions 9-1 TBD Jackie Olsen

April 9 MAINTENANCE: E.P.A. Certification* 8:30-3:30 HD Warehouse HD Supply

April 17 LEGAL: Fair Housing (free to all SNMA members for “Fair Housing Month”) 9-12:30 TBD Chris Karsaz

April 21 MANAGEMENT/LEASING: Leadership (follows SNMA Luncheon) Tuscany Suites Valerie Surgent

May 13 LEASING: Closing Techniques 9-12 TBD Heads on Beds Property Management Solutions

May 20-21 MAINTENANCE: Certified Pool Operator* 8:30-3:30 HD Warehouse HD Supply

June 16 LUNCH MEETING: Dress for Success 11:30-1 Tuscany Suites TBD

June 19 LEGAL: Debt Recovery 9-12 TBD Chris Karsaz

June 25 MAINTENANCE: E.P.A.* 8:30-3:30 HD Warehouse HD Supply

July 15 LEASING: Meet & Greet/Model Tour 9-12 TBD Heads on Beds Property Management Solutions

August 19 LEASING: Features & Benefits Selling 9-12 TBD Heads on Beds Property Management Solutions

August 21 LEGAL: Advanced Fair Housing 9-12:30 TBD Chris Karsaz

September 17 MAINTENANCE: Gas & Electrical 8:30-12:30 HD Warehouse HD Supply

October 14 LEASING: Survival Spanish 9-12 Western Risk Insurance For Rent Magazine

October 23 LEGAL: Employment Practice 9-12 TBD Chris Karsaz

*Material and certification costs may apply


MARCH APRIL 2009

When it comes to using your resident screening service effectively, the right train-ing can make all the dif-

ference in the world. These are fi ve key training tips to keep in mind when it comes to resident screening.

Top Five Training Tips:1. Choose a screening provider that offers regular training. From properly training new staff members to providing refresher “courses” for veteran employees, it’s important that your screen-ing provider offers regular and accessible training. Keep in mind that training isn’t “one size fi ts all.” In the Multifamily indus-try, there are many facets of the screening

process, and some are going to be more relevant to your particular situation than others. Make sure your screening partner is aware of your specifi c needs.

2. Make sure your office keeps up with relevant laws.In the Multifamily industry, there are im-portant and relevant laws that every mem-ber of your leasing staff should know. Take an extra step to round out your training pro-cess by educating your offi ce on important laws, such as the Fair Housing Act (FHA), Fair Credit Reporting Act (FCRA) and the Fair and Accurate Credit Transactions Act, (The FACT Act). All property managers and leasing staff should have working knowledge of each law. While your screen-ing provider can help you in this area, you

should still take that extra step and provide additional training classes focused on these laws. Make sure to stay on the lookout for new laws and provisions, such as the new sections of the FACT Act.

3. Teach best practices when it comes to security.Since resident screening involves the evaluation of personal information, such as credit reports, it’s important that employees understand how to protect tenants’ privacy and sensitive information. Your staff should also be well versed on safe computing and security practices. For example, every em-ployee should have his or her own password (which should be supplied by the screening company). Then, make sure employees not only keep those passwords private, but also change their passwords every 90 days (a Credit Bureau requirement). Finally, train your team to follow appropriate policies when disposing of consumer fi les—both vir-tual and hard copies. Posting these policies in an area where staff members congregate is one way to ensure awareness of proper disposal policies.

4. Remember the little things and focus on details.Providing reminders about the “little things”—those simple, everyday procedures that may seem like no-brainers—can help your staff keep important practices top of mind. For example, it’s important for users to be careful when entering data, reviewing data, and handling and storing applicants’ confi dential information. Simply entering data incorrectly can skew an applicant’s results, so encourage your staff to take the time to double-check their work to avoid easy mistakes and setbacks.

5. Refresh your training yearly.Take time to have an offi ce-wide refresher training class once a year, this will improve compliance. If any questions arise about your screening service, call your screening provider for help.

Now’s the perfect time to set up your annual “refresher” training.

Top FiveTraining Tips

for Resident ScreeningTighten-Up Your Resident Screening Training!

By Mike Lapsley, president and CEO of RentGrow, Inc

Mike Lapsley is president and CEO of RentGrow, Inc., the resident screening experts and can be reached at [email protected].

13www.snmaonline.org

MARCH APRIL 2009

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I sta North America, the nation’s leader in Utility Expense Management™ and submetering, announced today that CEO Kernie Brashier will moderate an educational ses-sion at the 2009 NAA Green Conference. The session,

“Beyond the Recycle Bin- Steps You Can Take to Reduce Your Carbon Footprint through Better Utility Management,” will explore best practices for a green corporate model with tips for all budgets. It will also share how to measure a community’s carbon footprint, market the benefi ts, increase revenue and motivate residents to reduce usage.

Brashier’s panel will present on April 28, at 2:15 p.m. dur-ing the conference held at the Phoenix Convention Center

in Phoenix from April 28-29, 2009. He will be joined by ista CTO, Vito Ciavarelli; Steve Heinz of Good Steward Software; and Albert Lee of AMLI Residential.

“Utilities account for 95 percent of a property’s carbon footprint. Property owners looking to go green must track and reduce utility consumption as part of their initiative,” says Brashier. “The good news is that utility management programs can increase operating income while protecting the planet.”

To learn more about the NAA Green Conference, visit www.naahq.org.

NewsFlash!

ista North Americato Lead Session at 2009 National Apartment Association Green Conference and Exposition


MARCH APRIL 2009

When I was first hired as a leasing consultant I called my father for advice. He was, and is today, the best

sales person I ever knew. His advice to me was to read the book How to Win Friends and Infl uence People. I wondered what this topic had to do with achieving a higher closing ratio. After practicing what the book taught me, I soon came to realize that while using a closing line may be a great way to ask for a deposit, there is a lot of relationship building that needs to be done before we have earned the right to ask for their money. Each of these 5 customer needs tap into the emotional buy that closes a lease.

1 Friendliness—you may not be able to quote the size of your refrigerator in cubic inches, but you can capture the

loyalty of your customer with your friendly attitude. People do not want to say “no” to someone who is nice and takes an interest in their needs. We can teach someone how to lease an apartment, but it is almost impos-sible to teach someone to be nice. This key aspect in someone’s personality should have been discovered and groomed as children.

Let your customer know you are friendly and you care by asking using their name, discovering and discussing needs, and avoiding anything that would distract you from giving this customer your complete attention. Take a personal interest in the things they care about. And remember, leasing apartments is not about selling what you like in the apartment, it is about discov-ering what the customer wants and showing them that you can meet their needs. It is

unlikely that you will have a meaningful conversation with a customer if you have not built a rapport with the customer, and they fi nd you to be friendly and helpful.

2 Understanding—while people may not always agree with us, they are able to accept what we are say-

ing when they have an understanding of why things are one way or another. Take time to explain things to your customer and they will appreciate the respect. From fair housing to fl oor plan options, having an understanding of the situation makes everything easier to swallow.

A few years ago I was trying to sell a rent increase to a customer. Sadly we were in a situation where the insurance for the property had skyrocketed, and we needed to increase our income or risk the possibil-ity of losing our fi nancial ground. I met with three different residents and did my best to sell the wonderful attributes of the community and ask for the renewal. I was turned down three times. The fourth per-son I met with had a evening appointment and I was pretty tired. I attempted a little selling and fi nally just told the customer the truth, our expenses have increased over 11% over last year and so we are in a position to

By Kate Good, Professional Speaker, Apartment All Star, and Sales and Marketing Solutions Expert

ThingsRentersWantin a Leasing Consultant

What makes a great leasing consultant? One who knows that

when we take care of our customers, the business will naturally

fall in our direction. This skill is essential for any leasing

consultant who desires to beat the average closing ratio of 35%

for a stabilized asset.


MARCH APRIL 2009

raise prices as most businesses would. However, we are only ask-ing to increase their rent just 5%, and the owner will make up the difference in the expense increase. The customer thanked me for the information, and we had a discussion about the impact we are all experiencing from higher living costs. At the end of the meeting I found that this level of communication was very effective, and by giving the customer a better understanding of our business, they were ready to accept the rent increase.

3 Control—one of the things we love best about the Internet is that we are in control of what we search and view. Every-one likes to have control and power. To give your customer

control, simply give them options and allow them to make decisions. I like to say, “Mr. Customer, what I can do for you is A or B; which would you prefer?” The customer now has control of the situation and is more likely to agree to one of the two choices.

4 Options—people love to have a choice. Tell the customer about the options your community offers and they will exercise their need to choose by selecting an option. There

is a psychological process in shopping for something of personal need. Our mind tells us to gather options and make the best choice. When we offer the options within our community, we cater to the psychological needs of the customer. We don’t want them to exercise this need by choosing another community.

5 Information—this need goes along with the second need listed. Information helps people to understand. No one is ready to make a decision, which will be their biggest bill all

month, until they have information. In this area, we want to over communicate with the customer. I used to work for a property

manager named Mindy and learned this technique. Mindy would send a letter to the residents each week if not each month. The purpose of the letter was always to inform the residents anything, from the fact that we had planted new fl owers at the entrance, to the laundry room having a fresh coat of paint. Sometimes she would brag about how many service requests our maintenance team had

completed in the previous month. I learned that the idea of com-municating this information was to inform our residents about what we do for them. Mindy explained to me that our customers often think that their entire rent check goes into someone’s pocket, and she wanted our customers to know that we invest in their home and community.

I am certain that each month your apartment community can fi nd one thing to tell the residents about and prove to them that you care about the well being of their homes.

Everyone likes to have control and power. To give your customer control, simply give them options and allow them to make decisions.

What is the signifi cance of distinguishing a cleaning charge versus a security deposit? Unlike a security deposit, the cleaning fee is non-fundable and, as such, an important tool in ensuring the cleanliness of

the apartment at the same time as maintaining the unit’s value.

In many other states, there is no practical differentiation between a cleaning deposit and a security deposit. However, in Nevada, landlords can designate a separate non-refundable cleaning charge so long as it is agreed to between the parties (i.e. specifi ed in the rental agreement and/or a relevant addendum). Pursuant to NRS 118A.242 (3)(b), if a landlord fails or refuses to return the remainder of the security deposit within 30 days after the expiration of a residents tenancy, he/she is liable to the tenant

Cleaning “Charge”vs. Security “Deposit”

This article was written by Rosalie M. Escobedo, a Trainer and Associate for Karsaz & Associates, APC. The information contained in this article is not considered to be legal advice and the author and Karsaz & As-sociates strongly recommend that you consult with your own counsel with any related questions or problems. Please forward any questions or comments to Rosalie at [email protected].

for damages “except for an agreement which provides for a non-refundable charge for cleaning in a reasonable amount.”

Practically, the issue that arises is how to implement a policy in adherence with the law while maximizing allowable gain. Simplis-tically stated, a landlord is only required to clearly designate the cleaning deposit in the lease agreement and the amount must be reasonable. A landlord must remember, however that a security deposit is treated differently from cleaning charges/deposit. A se-curity deposit cannot exceed three-months rent. Within days of move-out, the security deposit must be accounted for and dis-tributed minus the below deductions: (1) past due rent, (2) property damage beyond normal wear and tear, and (3) cleaning cost.

As with any modifi cation to the lease agreement, it is always prudent to refer to assistance of counsel. Please contact Karsaz & Associates if you have any questions regarding services offered and any other general questions at [email protected].


MARCH APRIL 2009

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MARCH APRIL 2009

First Advantage SafeRent ReleasesFourth Quarter 2008

Multifamily Applicant Risk IndexBy Jay Harris, Vice President of Business Services, First Advantage SafeRent

The Multifamily Applicant Risk Index (MAR Index) is based on traffi c credit quality scores from First Advantage SafeRent’s statistical screening model and is updated quar-terly to provide property owners and managers with a bench-

mark against which to compare their portfolio’s performance. With this unique applicant risk index, property managers and owners are able to compare their applicant credit quality trends with that of the average MAR Index trends. This comparison indicates whether their portfolio is performing above, below or at market levels with respect to attracting and securing applicants with higher credit quality and an increased likelihood of fulfi lling their lease.

The fourth quarter national MAR Index, including studios, one-, two-, three- and four-bedroom units (BR), was 99. This is a 1 point decrease from the fi rst quarter 2008, which confi rms a trend of see-ing lower MAR Index values during the slow applicant traffi c volume periods of the fi rst and fourth quarters. The MAR Index is down 5 points from the third quarter 2008 value of 104, indicating a riskier applicant pool for this quarter. Compared to the fourth quarter of 2007, the MAR Index is the same value of 99. When comparing applicants for one- versus two-bedroom units, the MAR Index is slightly higher for one-bedroom units at 100 compared to 99 for two-bedroom units in the fourth quarter (see Graph 1).

Here is how Las Vegas, NV-AZ performed this quarter compared to last year: Las Vegas, NV-AZ: 4Q08 MAR Index = 98Las Vegas, NV-AZ: 4Q07 MAR Index = 98

Understanding the Multifamily Applicant Risk Index (MAR Index)

The MAR Index is published quarterly by First Advantage SafeRent. It provides trends of national and regional traffi c quality scores whereby a lower index value indicates an applicant pool with a higher risk of not fulfi lling lease obligations. A MAR Index value of 100 indicates that market conditions are equal to the national mean for the index’s base period of 2004. A MAR Index value greater than 100 indicates market conditions with reduced average risk of default relative to the index’s base period mean. A value less than 100 indicates market conditions with increased average risk of default relative to the index’s base period mean. The MAR Index is derived from First Advantage SafeRent’s Statistical Screening Model – the multifamily industry’s only screening model that is

both empirically derived and statistically validated. First Advan-tage SafeRent’s Statistical Screening Model was developed from historical resident lease performance data to specifi cally evaluate the potential risk of a resident’s future lease performance. The model generates scores for each applicant indicating the relative risk of the applicant not fulfi lling lease obligations. A lower score indicates a more risky applicant.

Graph 1: United States Multifamily Applicant Risk Index Data

Region 4Q 08 3Q 08Midwest 97 100

Northeast 110 115South 96 101West 105 109U.S. 99 104

Change from 3Q 08 to 4Q 08 4Q07 Change from 4Q

07 to 4Q 08-3 94 +3-5 111 -1-5 96 0-4 105 0-5 99 0

Table 1: Regional Multifamily Applicant Risk Index Data


MARCH APRIL 2009

R eturn to the t ime when you took your fi rst job, whether it be leasing, manager/asst. manager, activities director, bookkeeper,

whatever. You sought out all the informa-tion possible and attacked every duty with zeal. If you didn’t, you likely would not STILL be in the business! Remember, it is possible to sell against a competitor with better move-in specials, nicer units, more amenities or a better reputation. Chances are, if you’ve been in the business for more than a year, you have done this. We have to get creative and we have to reacquaint ourselves with our fi rst lessons.

We cannot allow the stress of driving oc-cupancy up to make us “car sales” hard sellers. If we lose that “I am your concierge in fi nding a new home” edge, that customer service-driven helpful streak in leasing apartments, we will drive the prospect

away, because they feel nothing but pres-sure. We have not quantifi ed our product to the consumer, so why should they buy it? We can’t be focused only on getting their deposit or we will forget to show them why they should leave it. Are we taking the due time with each prospect? Have we forgotten to treat our current residents as if they’re just newly applying for residency? Are we following up with the promises we made to get the lease signed? We have to take a good long look at our methods and examine ourselves. Are we truly doing everything we can possibly do?

Would you fi nd your models appealing if you were on a tour? How about the leas-ing offi ce? How’s the property looking in general? Looking at things with a fresh pair of eyes every day you drive in to work is paramount to noticing areas in which to better the face of your business. We cannot

allow the tunnel vision that arises from high pressure situations to take over. Is everyone on the team on the same page? Do we all have the same goals?

How are you appealing to the prospective renters that are out there? Are you advertis-ing in effective media? Does your advertis-ing truly show the prospect the features of becoming a resident at your community and their benefi ts? Find your property’s “wow” or if you don’t feel it has a “wow”, what differentiates it—location? Price? Unit size? Does your advertising get your brand message across, and do your property, your offi ce, and your team all understand and convey that to prospective residents?

Back to the basics! Brainstorm in your team meetings and write everything down! In that random smattering of words and ideas may lie the key to turning things around. Consult your marketing partners on how you can maximize your message and your expo-sure in the market. You might have the best product/service out there, but people have to know about it. Ask questions. Re-examine procedures, techniques and your day-to-day work. We have to work smart and we have to work hard. The reward is out there, but it will take more effort to get it.

What Do We DoNow?

It’s time for a refresher course… a little Property Management 101. We’ve gone from a great

market to a normal market to a soft market, and for some, to a “how do I get my occupancy

up/I am losing my mind” situation. I submit to you that if you go back to the beginning, square

one, you will be best equipped to handle the current market conditions.

By Chris Schreiner, Account Executive, The Apartment Guide


MARCH APRIL 2009

Submissions for “On The Move” should be sent to [email protected]. We want to know about your promotions or moves within the industry that should be shared with the SNMA membership. Keep in mind submissions may be edited for space and content and it depends on overall submitted materials for the issue.

Terry Slattery Promoted to President of For Rent Media Solutions™

Former vice president and general manager transitions into his new role as president

F or Rent Media Solutions, a division of Dominion Enter-prises, is proud to announce Terry Slattery’s promotion to president of For Rent Media Solutions. This change is in recognition of Slattery’s contributions to both For

Rent Media Solutions and the multi-housing industry. “I have had the fortune of working with Terry for eight years now,” said Jack Ross, president of Dominion Enterprises apartment and employment businesses. “His impact on For Rent Media Solu-tions and the industry has been substantial. He continues to show his dedication to multi-housing through his membership in organizations like the National Apartment Association, where he was recently recognized as a recipient of a Paragon Award. I am confi dent For Rent Media Solutions will continue to grow under his leadership.”

Slattery entered the multi-housing industry in 1993, when he joined the For Rent Magazine® offi ce in Las Vegas as an account executive. Since then, he has held several positions within the company, including national marketing director, vice president of marketing, and vice president of national sales and marketing. He assisted with the execution of LEADS™, the original tracking service in the multi-family housing business, now considered the standard in the industry. He is also credited for heading up the group that created ForRent.com®, one of the nation’s leading apartment Internet Listing Services.

Slattery is very active in the multi-housing industry, attending many industry conferences and serving as a board member for

the National Apartment Association. In 2007, he was appointed chairman of the National Supplier’s Council. In this position, he co-chaired the NAA Education Conference and Convention in Las Vegas and oversaw the development of the National Suppli-ers Council. This is the highest level that a supplier can rise to in the multi-family industry.

As president, he will oversee all aspects of print, Internet, produc-tion and operations for all For Rent Media Solutions publications and Web sites, including: For Rent Magazine®, ForRent.com, Apartamentos Para Rentar®, CorporateHousing.com, and After 55™ Housing and Resource Guide.

Apartment Guide Welcomes Two New Team MembersWe all wish to congratulate Xenia Diniz, who was recently pro-moted to Publisher in San Diego. Her dedication to Apartment Guide and SNMA Education were much appreciated and made a positive difference in the industry. Joining the Apartment Guide team, are Niki Dodson Kingry, who is a transfer from Apartment Guide in Columbus, Ohio and Charlie Panarella. Niki had an extensive career on site before joining Apartment Guide and Charlie is new to the apartment industry, but has experience in homes and both have tremendous backgrounds in outstanding customer service. Chances are, by the time you read this, you’ll already have met them at Market Trends and the other SNMA events. We at Apartment Guide are excited to be adding two great individuals to our team and are anxious to see what they bring to the table for SNMA.

On The Move


MARCH APRIL 2009

FAIR HOUSING FOCUS

When Will They Ever Learn...?

By Nadeen Green, Senior Counsel with For Rent Media Solutions™

And that care and interest mean that most likely you are doing things right, and probably you don’t need the lecture that is

presented here. In fact, because you are likely one of the “good guys” (or “gals”—this is a civil rights article after all!), you may wonder if all the laws and industry focus on fair housing are really all that necessary.

But how about if I tell you a story—a story of two parents who take the loving step of adopting a child. And one day, not too long ago, these two parents are seeking rental housing for their family. They and their land-lord-to-be agree on the terms of the rental and then they all meet for the lease signing. And when these parents arrive, they bring Joshua, their adopted son, now 8 years old, with them. The landlord looks at Joshua, excuses himself, and then returns with the announcement that the rental is not available after all, as it has been previously committed to other tenants. Now what could the problem have been? Simply this… Joshua is the Afri-can-American son of his white parents.

That is a sad-happy story. It is sad that this had to happen, but the happy ending is that Joshua’s parents now have almost $64,000 of that landlord’s money. (Perhaps a start on his college fund—or perhaps the monies to now put toward the purchase of a home whereby they will never again feel the sting of housing discrimination from anyone in our multi-family housing industry.) And this story illustrates poignantly just why it is so necessary that we have fair housing laws, and why our industry is so often the focus and target of testing, complaints, and lawsuits. [HUD v. Timmons, no. 05-98-1000 (HUD Offi ce of Admin. Law Judges 11-16-00)]

So let’s do a bit of an overview and take a look at just where the past 30+ years have of necessity taken us:

The Fair Housing Act of 1968 was a good law in its intent, the idea being to make a direct statement through federal civil rights law that the basic human need for shelter (housing of all types—homes, apartments, mobile homes, condominiums, etc.) could not be denied for arbitrary reasons such as race, color, religion and national origin. Nonetheless, such a noble purpose did not move all housing providers (Joshua’s would-

This author struggles with writing this article which will contain more of the element

of “preaching” than “teaching.” And why is that, you may ask (and if not, I am going

to tell you anyway)? Because if you were not inclined to flip past this article on fair

housing and go on to the next pages of this magazine, then you care about or are at

least interested in this important industry topic.


MARCH APRIL 2009

The dates and events are subject to change without notice. Please call the SNMA office at (702) 436-7662 with questions.

March12 Wilmar: Basic HVAC Troubleshooting (Maintenance Education) Wilmar: Basic Pool Maintenance13 Premise and Liability (Legal Education)17 Membership Networking Mixer with an Irish Theme at the Tuscany17–18 Wilmar: Certified Pool Operator Course18 Marketing in Tough Conditions

April9 HD Supply Maintenance Education17 Fair Housing Education21 Luncheon22 Leadership Training (Leasing/Management Education)

May13 Feature / Benefits Selling Education15 Annual Golf Tournament20/21 HD Supply: Pool ClassTBD Invitation Only Round Table/Mixer

June16 Dress for Success Lunch & Education Meeting19 Debt Recovery Education23–27 NAA Education Conference25 HD Supply Education: EPA Class

July15 Meet and Greet/Model Tour (Leasing Education)23 Board Retreat Dinner at Mount Charleston24 Semi-Annual Board Retreat at Mount Charleston

August18 Dinner Meeting21 Advanced Fair Housing EducationTBD Maintenance Mania and Membership Picnic

September17 HD Supply EducationTBD VIP Breakfast

October14 Survival Spanish Education20 Dinner Meeting23 Employment Practice Education23 Year End Board Retreat at Lake Las Vegas24 Year End Board Retreat Social DayTBD Community Outreach

November7 Year End Dinner and Awards CeremonyTBD Special Guest Only VIP Cocktail Mixer

DecemberNothing scheduled at this time

SNMA 2009 Calendar of Events

when will they ever learn...? — continued on page 24

be landlord is an illustrative example), and the FHA had a particularly signifi cant fl aw… while it was now a civil rights violation to deny someone housing based on their status in a protected class, there was no “punishment” involved.

This was remedied in 1988 with the enacting of the Fair Housing Amendments Act, which took the law from 20 years before and made certain changes. One important change was to “give the tiger teeth.” Now denying a protected person a housing opportunity is not only unlawful and wrong; it can be very costly as well (to which Joshua’s would-be landlord can most assuredly attest!).

Today, a housing provider who unlawfully denies a housing oppor-tunity is not only violating someone’s civil rights. Now that housing provider can face civil penalties (fi nes) ranging from $11,000-55,000 per occurrence in the administrative arena, and unlimited punitive damages in the federal courts.

In tracking the fair housing cases in the past years, I have found that one thing becomes abundantly clear… some housing provid-ers simply just don’t get it. (Some, not all… the apartment and real estate industries have made a concerted effort to make fair housing education a priority, with many companies doing regular training on their fair housing policies and procedures. And just the fact that you are taking the time to read this article and have made it this far bespeaks that you are likely one who places a high value on the importance on this topic). And the message is clear now for viola-tors… either do it right or pay up. Simple scenarios that years ago would have resulted in a real estate professional paying relatively few dollars are now costing hundreds of thousands of dollars.

“When will they ever learn…?” Admittedly, some of the issues in-volving fair housing can be tricky and there is not always a defi nitive road map to take us where we need to safely go. The right to quiet enjoyment of residents must be balanced, say, against the right of reasonable accommodation of another resident with Tourette Syn-drome, and this would be a tough problem to bring to resolution. But so many of the cases seem sadly repetitive and expressive of not just misunderstanding and ignorance, but of prejudice and bigotry (I warned you this would be “preachy”). Take a look:

A landlord in Michigan would not rent second fl oor apartments to families with children. Following a trial by jury, a mother with two children, ages 4 and 8, won $403,00 of the landlord’s money. (This landlord would deny about half of all rental hous-ing opportunities to people with children.) [Szwast v. Carleton Arms Apt., No. 990517 (E.D. Mich. 4-17-00)]

A woman with disabilities rented a lot in a Colorado mobile home community and found herself unable to keep up with maintenance of her home and lot. The landlord refused to al-low her to have a live-in caretaker who would perform such work for her. After many appellate hearings, the judgment of $150,000 against the landlord stands. One can only think that the issue for the landlord wasn’t about a live-in caretaker (who would keep the property well-maintained), but about a prejudice against someone who is not able-bodied. [Boulder Meadows v.


MARCH APRIL 2009

■ when will they ever learn...? — continued from page 23

Saville, No. 99CA0687, 2000 Col. App. LEXIS 632 (Col. Ct. of App. 4-13-00)]

The owners of an apartment community in California deny li-ability after an 8 month investigation of their housing practices and sworn testimony from 11 former employees about racial discrimination practices in the renting of apartments. (Certainly and sadly, nothing new or creative about these types of actions.) Nonetheless, they have agreed to pay $250,000. [Fair Housing Counsel of Orange County v. Herbert and Rose Wysard]

The former manager of a community in Texas allegedly sexu-ally harassed 17 women at the property. Those who rejected his advances were evicted. While denying all liability, he has nonetheless agreed not only to pay $150,000 in damages, but has also agreed not to manage or own residential rental properties for 4 years (guess he won’t be one of your colleagues for a while). Perhaps he saw these residents as his own private harem. [U.S. v. Prestonwood, No. CA:3:99-CV-0495 (N.D.Tex.)]

A St. Louis landlord who maintained racially segregated build-ings at her apartment community denied a housing opportunity to an African-American couple who were interested in a two-bedroom unit because that unit was in an all-white building. The landlord’s position was that she did not racially mix her

apartments! The couple was compensated for being deprived of their civil rights, emotional distress and humiliation. And it is humiliating that our industry must have landlords like this. [Van den Berk v. Missouri Commission on Human Rights, No. ED 76175 (Mo.App. 7-25-00]

Doesn’t this make those of you who make fair housing the standard in your business shake your heads at the ignorance, bull-headed-ness and arguably the discriminatory intent of the above housing providers? Their behaviors may be perplexing, but keep in mind that it is those who wish to remain ignorant and bull-headed or who choose to continue to indulge in discriminatory practices that make it necessary that you walk through the constantly growing mine-fi eld of laws, regulations and case precedents.

Discrimination continues to be an issue not only for housing pro-viders but for those people that are unjustly denied the right to live where they choose. And sadly, there will always be housing discrimination. Not because of you, but because of those of your colleagues in our industry who persist in the ideas of someone like Joshua’s would-be landlord… when will they ever learn?

This Fair Housing Focus article was written by Nadeen Green, Senior Counsel with For Rent Media Solutions™. The information contained in this article is not to be considered legal advice, and the author and FRMS strongly recommend that you consult with your own counsel as to any fair housing questions or problems you may have.


MARCH APRIL 2009

PRODUCTS &SERVICES GUIDE

ADVERTISINGApartment Finder 6330 McLeod Dr. Ste. 5 Las Vegas, NV [email protected]: (702) 604-2351 F: (702) 798-8311

Apartment Guide, The 8298 Arville Street Las Vegas, NV [email protected] P: (702) 939-1494 F: (702) 939-1551

Apartments.com175 W. Jackson Blvd., 8th floorChicago, IL [email protected]: (312) 601-5391 F: (312) 601-6256

For Rent Media Solutions 5740 S. Arville St., Ste 209Las Vegas, NV [email protected]: (702) 255-3700 F: (702) 255-4901

Move, The New Rent Net 30700 Russell Ranch Rd., Westlake Village, CA 91362P: (805) 557-2300 F: (480) 556-4623

Rent Grow Inc. (Internet)307 Waverley Oaks Rd. Ste. 301Waltham, MA [email protected]: (800) 736-8476 F: (800) 819-5182

The Masters Media Group10624 S. Eastern Avenue #A446Henderson, NV 89052 [email protected]: (702) 269-9290 F: (702) 269-9205

APPLIANCES (SALES/RENTAL/PARTS/REPAIR)Coinmach Laundry Service 501 North 37th Dr., Suite 102Phoenix, AZ [email protected]: (602) 722-6959 F: (602) 340-8907

Excalibur Laundries Inc. 201 E. Sandpointe, Suite 200South Coast Metro, NY [email protected]: (714) 437-9000 F: (714) 210-3777

Universal Service & Supply3605 W. TwainLas Vegas, NV [email protected] P: (702) 876-0333 F: (702) 876-5994

Web Service Company, Inc. 333 W. St. Louis AvenueLas Vegas, NV [email protected] P: (702) 384-4855 F: (702) 384-6054

ASPHALT (PAVING/REPAIR)Lamb Asphalt Maintenance, Inc.3280 Coleman St.N. Las Vegas, NV 89032 [email protected]: (702) 647-1600 F: (702) 647-5969

Stripe-A-Lot 5128 Longridge AvenueLas Vegas, NV 89146 [email protected] P: (702) 870-3585 F: (702) 870-8784

Sunland AsphaltP.O. Box 50409Henderson, NV [email protected]: (702) 563-6872 F: (702) 563-6875

ATTORNEYS/LEGAL SERVICESKarsaz & Associates375 Warm Springs Ave., Ste 104Las Vegas, NV [email protected]: (702) 952-9227 F: (702) 933-5077

Law Office of Garry L. Hayes199 N. Arroyo Grande Blvd, #200 Henderson, NV 89074 [email protected] P: (702) 434-3444 F: (702) 434-3739

AWARDS/TROPHIESBoulevard Trophy & Engraving, Inc. 5007 S. Tamarus St.Las Vegas, NV [email protected] P: (702) 736-3130 F: (702) 736-3526

BANKING/MORTGAGE LENDING/FINANCIALArbor Commercial Mortgage2802 Flintrock Trace, Suite 225Austin, TX [email protected]: (512) 371-4171 F: (512) 371-4172

Community Association Banc4950 W. Flamingo Rd. Las Vegas, NV [email protected] P: (702) 889-4656 F: (702) 889-2834

Southwest USA Bank4043 S. Eastern Ave.Las Vegas, NV [email protected]: (702) 853-4700 F: (702) 853-5799

DEVELOPERS (REAL ESTATE)& GENERAL CONTRACTORSKalb Industries of Nevada Ltd.5670 Wynn Rd.Las Vegas, NV [email protected]: (702) 365-5252 F: (702) 365-5257

C-NIC Development, LLC675 E. Azure AvenueN. Las Vegas, NV [email protected]: (702) 425-4101 F (702) 926-2332

KDG, LLC The Kelly Design Group6285 McLeod Drive No. 2 Las Vegas, NV 89120 P: (702) 597-1166 F: (702) 597-1133

Western Pride Construction LLC3924 Silvestri LaneLas Vegas, NV [email protected]: (702) 362-2800 F: (702) 362-1376

ENERGY EFFICIENCYEnergySeal Inc.10040 W. Cheyenne #170-41 Las Vegas, NV 89129energysealinc.yahoo.comP: (586) 615-1552 F: (707) 864-3132

EXERCISE EQUIPMENTAdvanced Exercise Equipment861 South Park Dr. #200Littleton, CO [email protected]: (702) 540-2215 F: (303) 996-0063

FIRE AND SAFETYCertified Fire Protection3400 W Desert Inn, Ste 20 Las Vegas, NV 89102-8354 [email protected]: (702) 873-5995 F: (702) 251-1972

FLOORING - COVERING/CARPETCriterion Brock, Inc. 1660 Helm Dr. Ste 1000Las Vegas, NV [email protected] P: (702) 458-6550 F: (702) 458-6584

FURNITURE (RENTAL/SALES)CORT Furniture Rental 6625 Arroyo Springs St. Ste. 130Las Vegas, NV [email protected] P: (702) 822-7368 F: (702) 822-7324

Custom Furniture Rental 273 Martin Luther King Blvd.Las Vegas, NV 89106-4310 [email protected] P: (702) 384-6996 F: (702) 384-8904

Sundrella Casual Furniture2740 W. Deer Valley Rd.Phoenix, AZ [email protected]: (702) 369-0878

BLINDS/WINDOWS/DOORS/GLASSCherokee Blind & Door 4350 S Arville, C-21 Las Vegas, NV 89103P: (702) 432-3244 F: (702) 432-3341

BROKERS (REAL ESTATE)Marcus & Millichap3993 Howard Hughes Pkwy, Ste 300 Las Vegas, NV [email protected] P: (702) 215-7100 F: (702) 215-7110

NAI Alliance6995 Sierra Center Pkwy., Ste 100Reno, NV [email protected]: (775) 336-4646

The Bentley Group Real Estate Advisors11920 Southern Highlands Pkwy., #100Las Vegas, NV [email protected] P: (702) 855-0440 F: (702) 855-0660

The Sauter Companies10161 Park Run Dr., Ste. 140Las Vegas, NV [email protected]: (702)383-3383 F: (702)252-0139

CARPET CLEANING/RESTORATION/DYEINGSolar Contract Carpet of Las Vegas, Inc. 4280 Wagon Trail Ave. #CLas Vegas, NV 89118P: (702) 798-7100 F: (702) 798-1982

Universal Carpet Care, Inc. 3111 S. Valley View, Ste. N-102 Las Vegas, NV [email protected] P: (702) 220-9003 F: (702) 220-4818

CLEANING SERVICES (MOLD/DISASTER)Odor Masters 4616 W. Sahara Avenue #178Las Vegas, NV [email protected]: (702) 253-5030 F: (702) 242-9238

COLLECTIONSClark County Collection Service 8860 W. Sunset RoadLas Vegas, NV [email protected]: (702) 940-5120 F: (702) 365-7927

Quantum Collections3224 Civic Center Dr.N. Las Vegas, NV 89030 [email protected]: (702) 633-8080 F: (702) 619-0667

COUNTY/CITY OFFICESConstable’s Office Las Vegas Township309 S. Third Street, P.O. Box 552110 Las Vegas, NV 89155 [email protected] P: (702) 455-4099 F: (702) 385-2436


MARCH APRIL 2009

HVACFire-N-Ice Heating & Air Conditioning2912 S. Highland Dr., Ste ELas Vegas, NV [email protected]: (702) 395-0071 F: (702) 395-0253

INSURANCECIBA Insurance Services655 N. Central Ave., Ste. 2100 Glendale, CA [email protected]: (818) 638-8525 F: (818) 638-8551

Kaercher & Associates Insurance Brokerage 2500 N. Buffalo Dr., Ste. 230Las Vegas, NV 89128 P: (702) 384-2813 F: (702) 304-7860

Renters Legal Liability LLC 466 South 400 East #103 Salt Lake City, UT [email protected]: (801) 994-0237 F: (801) 521-4452

Western Risk Insurance3140 S. Rainbow Blvd., Suite 400 Las Vegas, NV [email protected] P: (702) 368-4217 F: (702) 368-4219

KEY CONTROL/ACCESS MANAGEMENTHandyTrac, Inc.510 Staghorn Ct. Alpharetta, GA [email protected]: (678) 990-2305 F: (678) 990-2311

LANDSCAPINGCEDCO Landscape Inc.7210 Placid Street Las Vegas, NV [email protected]: (702) 361-6550 F: (702) 361-8281

Silver Lands Inc.2901 S. Highland Drive, Suite 15-ALas Vegas, NV [email protected]: (702) 459-3192 F: (702) 459-4372

Superior Arbor Solutions4330 W. Desert Inn Rd., Ste. OLas Vegas, NV [email protected]: (702) 544-6474 F: (702) 876-1807

MAINTENANCE SUPPLIESHD Supply320 Lava Beds WayLas Vegas , NV [email protected], [email protected] P: (702) 917-5746 F: (702) 622-7222

Johnstone Supply2319 S. Western Ave. Las Vegas , NV 89102P: (702) 387-6940 F: (702) 387-7866

Wilmar4119 Bola DriveNorth Las Vegas, NV [email protected] P: (702) 296-0664 F: (702) 643-5948

MEDIALas Vegas Review-Journal1111 W. Bonanza Rd. Las Vegas, NV [email protected]: (702) 383-0346 F: (702) 383-0246

OFFICE SUPPLIESAdvance Office & Janitorial Supplies 3261 S Highland, Ste. 603 Las Vegas, NV 89109 [email protected] P: (702) 735-0213 F: (702) 735-0147

PAINT (SALES/SERVICE)Dunn-Edwards Paints4300 E. Tropicana Ave Las Vegas, NV 89121 [email protected]: (702) 845-7539 F: (702) 243-8131

Empire Community Painting 2756 N. Green Valley Pkwy., Ste. [email protected] P: (888) 278-8200 F: (702) 939-9940

F & A Painting, Inc.4335 W. Post Rd.Las Vegas, NV [email protected]: (702) 914-2676 F: (702) 914-5713

Frazee Paints 5280 S Valley View Blvd.Las Vegas, NV [email protected] P: (702) 371-2365 F: (702) 597-5200

Liberty West Painting 2550 E. Desert Inn, Box 496 Las Vegas, NV [email protected]: (702) 366-0509 F: (702) 949-1936

PPG Pittsburg Paints 5475 S Valley View Las Vegas, NV [email protected] P: (702) 736-2929 F: (702) 736-3151

Sherwin Williams Paint & Floor Covering7470 S. Dean Martin Drive. #105Las Vegas, NV 89139 [email protected] P: (702) 895-8887 F: (702) 895-8892

PLUMBING (SUPPLY & SERVICE)Roto Rooter Services Co. Inc 3441 Precision Drive Las Vegas, NV 89032 [email protected] P: (702) 646-5273 F: (702) 646-8053

POOL FURNITURETotal Patio Accessories3275 S. Jones Blvd., Ste 106 Las Vegas, NV [email protected] P: (702) 309-4198 F: (702) 974-0893

ROOFINGPRS-Professional Roofing Services4180 W. Patrick Lane Las Vegas, NV [email protected]: (702) 796-7663 F: (702) 765-7663

SECURITY DEPOSIT ALTERNATIVESSure Deposit293 Eisenhower Pkwy., Ste 320Livingston, NJ 07039-1783 [email protected] P: (973) 992-8440 F: (973) 992-8770

SIGNAGERight-Way Signs6291 Dean Martin Dr.Las Vegas, NV [email protected]: (702) 260-0374 F: (702) 260-1223

TELECOMMUNICATIONSCox Communications121 S. Martin Luther King Blvd.Las Vegas, NV [email protected]: (702) 384-8084 F: (702) 545-2375

TENANT SCREENINGFirst Advantage SafeRent, Inc.7500 W. Lake Mead Blvd., #9-542 Las Vegas, NV 89128 [email protected]: (702) 839-1736 F: (702) 839-1738

TOWINGAA Action Towing3035 Westwood Dr.Las Vegas, NV [email protected]: (702) 737-9100 F: (702) 737-8567

Southern NV Multi-Housing Association - Forms & Publications

ITEM PKG. OF MBR PRICE NON-MBR

5-Day Pay or Quit***5-Day Notice Breach of Contract***5-Day Unlawful Detainer***3-Day Nuisance***30-Day No Cause Termination***30-Day Notice to Change Terms***Abandonment***Security Deposit DispositionCommunity Inspection***Notice to Vacate***Roommate Relinquishment***Application to RentLease*** (Members Only)Lease Renewal***(Members Only)Move-In Inventory & Condition***2007 Salary SurveyLandlord/Tenant Law Handbook (Members Only)Affidavit of ComplaintInstructions to the ConstableOrder of Summary Eviction

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10.5010.5010.5010.5010.5010.50DownloadDownload10.5010.25Download14.7519.9510.2514.7549.95129.00DownloadDownloadDownload

15.5015.5015.5015.5015.5015.5015.5015.5015.5015.5015.50NO SALENO SALE15.5019.7599.95NO SALEAvailable at CourthouseAvailable at CourthouseAvailable at Courthouse

DELIVERY CHARGE - $10.00 per delivery or $20.00 for COD orders.*** 3 part carbonless paperPRICES ARE SUBJECT TO CHANGE WITHOUT NOTICE.


MARCH APRIL 2009

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