Calendar of Events
Navigating the Industrial Commission Process
Why 2019 is the Year of Sales
Star Associate Members
8 Tips for Responding to Negative Reviews
Closing the Loophole on Unauthorized Pets
From businesses to homes and apartment communities, residents of Dayton, OH felt the wrath of a tornado surge that left many displaced and without shelter.
According to local resources, a record 45 tornadoes have been reported this year in the Buckeye state, with the latest Memorial Day weekend touchdown taking the lead in both quantity and devastation.
The May 27-28 outbreak of tornadoes produced three EF2 storms, (111-135 pmh), three EF3 tornadoes, (136-165 mph) and an EF4 (170+ mph). 21 total tornadoes tore through a 19-mile swath in the Greater Dayton Area, leaving one dead and many homeless.
Naturally, The GDAA stepped up to support relief efforts.
The Rent Foundation and GDAA raised nearly $11,000 through various fundraising initiatives, including a social media campaign that alone raised $6,300 to date.
The Association was able to fiscally assist 8 tornado victims during the first week of the aftermath as well, absorbing the cost of four security deposit fees (up to $150) and four rent payments.
Community efforts continued throughout the month, providing padded support for dozens of struggling families, including three single mothers, a nursing student, a widow and a caretaker.In a society that too often focuses on its digital landscape, Daytonians banded together to sift through their own tangible environment affected by disaster.
Greater Dayton Apartment Association
a look inside:
Twisted Touchdown: Daytonians Unite Under Duress
Rent Foundation Information
GDaa member compass
Thermal imaging map highlighting the path of Memorial Day weekend storm.
Connecting and advancing the multi-family industry through partnerships, education, and advocacy.
The GDAA website has a Member Compass which allows Members to register for classes or events, check on the status of their membership, look at their invoices and payment status, connect with others, and much, much more. The goal is to help you and your community and company get more out of your membership with GDAA. We want you to have the information you need when you need it!
Just follow these simple steps:
Go to Membership
Is Your Company a Member? Create Account
Agree to the Terms & Conditions
Choose how to connect (Facebook, Google, or enter an email and password)
Complete your profile. Enter as much info as you want or just the minimum.
That’s all there is to it! Click here to create your Member Compass now!
“CHILI for CHARITY”
" NITE AT THE RACES"
A single mom receives some unforeseen bills and expenses.
She gets behind on her rent.She still has grocery bills for her hungry kids.She struggles to keep the utilities on.
She pays her car payment and phone so she can go to work.
She decides to delay her rent payment.
The family finds itself facing eviction and within a week they are forced to move their belongings out into the street and look for a new place to live.
They have no family, no help, and no choice but to check into a local homeless shelter.
The mom and her children have hit an all time low, and they don't know where to turn.
That's where we come in.
Together, with the Rent Foundation and your donations, families like the example above can avoid homelessness. Because of your generosity, children don't have to find their toys and clothing on the street, and they don't have to check into a strange facility or shelter.
Our committee’s screening process ensures that the families are deserving and worthy candidates for charity. Please help continue to affect local families, by signing up for the events below. Your attendance and / or sponsorships are crucial to our success.
It is event season, so please pencil us into your calendars and budgets for October.
Stay tuned as we will be introducing sponsorship packages that will include BOTH events in one bundle.
Lastly, we are grateful for the continued support by the members of the GDAA.
Thank you for helping us change dozens of lives this year for the better. Your generosity does not go unnoticed. Without you, this organization could not function.
The Rent Foundation Committee
GDAA Rent Foundation
We’ve had a busy couple of months, starting with our 38th Annual Trade Show, 28th Annual Golf Outing and the Maintenance and Vendor Appreciation Picnic, and of course, the Memorial Day tornados that gave pause to pool parties and grilling out. On behalf of the Board of Directors and everyone here at GDAA, I send sincere condolences to those affected by the tornadoes.
Tragedy aside, I was pleased to see so many new faces coming to our meetings and events and am excited to watch GDAA grow and prosper. Now it’s time to get out and enjoy the weather, regroup as a community, and enjoy some great events this summer!
Our Trade show was a huge success this year with a great turnout with lots of fun and prizes awarded throughout the evening. There has been a lot of buzz since the show and we owe the success to all of our great volunteers who made this happen. We also can’t forget to recognize Sue Feltner and John Ison and the entire Trade Show Committee who did a fantastic job as always putting the show together.
In case you missed it, many of us just returned from NAA Apartmentalize in Denver, which was bigger than ever with over 10,000 attendees this year. Dayton was well represented in Region 3 along with many of our neighboring associations, which had the biggest turnout for this region’s annual meeting at NAA ever! I enjoyed seeing quite a few of our members out there and networking with other professionals in our industry. The conference moves to Boston next summer, so start making plans now!
Don’t forget that GDAA is a resource for you. We can help connect you with vendors, owners, managers and contacts within the local government. Many of those resources are available on the website or our printed membership directory, but you can always call Jo Wise, our Executive Director, who can help make a connection or point you in the right direction. And don’t forget about the NAA Click and Lease program. This program provides state specific leases from NAA that are updated as laws change to keep you in compliance. Not only does this program make it easier to manage your lease documents, but it also benefits the GDAA though a small revenue share.
Our newly formed Social Media Committee, headed by Kayde Fitzpatrick, is off to a strong start. Be sure to follow GDAA on Facebook, @GDAA on Twitter, or GDAA on Instagram to get the latest updates and event information related to the GDAA.
Enjoy your summer-- I hope to see you at our upcoming events!
A Message from the president
310 Union Blvd.
Englewood, OH 45322
Grant Blackford, (937)236-8487
3081 Valley Pike Suite E
Dayton, OH 45404
New members are approved by the Membership Committee and the Board of Directors. If you have any questions or comments about sponsoring new companies, please contact the GDAA office at (937)293-1170 or firstname.lastname@example.org
premier patron sponsor sponsoroSponsors
Meg Shanklin (937) 236-6373
6060 Executive Blvd.
Dayton, OH 45424
Nolan Real Estates Services
Georgetown of kettering
Cincinnati Coin Laundry
Harrison's Pro Tree Service
Home Depot Pro
Larry Lasky, Attorney at Law
Oberer Management Services
Sherwin Williams - Flooring
Sherwin Williams - Paint
Willis Law Firm
Lisa Hausman,(937) 684-4653
4889 Far Hills Ave.
Dayton, OH 45429
Josh Kearns, (937) 250-7878
1765 Stanley Ave.
Dayton, OH 45404
"Doing business with a member is just good business."
Ad deadlines are the 20th of the month for the next month’s issue. Placement of articles and ads is limited to pre-set space and dimensions of the Update. Submissions may or may not be used and placement is at the discretion of the editor.
The Update is a monthly publication of the Greater Dayton Apartment Association, for more information on advertising call (937) 293-1170. For the most up-to -date information check out our website: www.gdaa.org.
star associate members
2019 UPDATE ADVERTISING RATES: Ad rates are for full color ads. Link from your ad to your website is included. Ads must be submitted as a press quality pdf file or high resolution jpg.
Business Card............ $ 65
Half Page........................$145 Star Associate Member....... $116
Full Page.........................$185 Star Associate Member.........$148
Cincinnati Coin Laundry
Jetz Laundry Services
Maintenance Supply Headquarters
Sherwin Williams Flooring
The Lake Doctors
benefits of A STAR ASSOCIATE MEMBER:
A 20% discount on ALL advertising.
You will be included in the rotation of the Star Associate Member of the Month and have a featured article in the issue as the “Star Associate Member of the Month”.
Announced as a “Star Associate Member” in every issue of the UPDATE.
Open Listing in the on-line Member Directory.
You will also be listed on the home page of the GDAA website.
To be a Star Associate Member you need to place at least a ½ page ad in 6 consecutive issues of the UPDATE Newsletter and a ½ page ad in GDAA Membership Directory.
when they say, "Me too": A Landlord's Guide
the woman was too afraid to call the police when her ex-boyfriend returned to her home and stabbed her. "
Fair Housing update
In 2016 HUD issued “Guidance on Application of Fair Housing Act Standards to the Enforcement of Local Nuisance and Crime-Free Housing Ordinances Against Victims of Domestic Violence, Other Crime Victims, and Others Who Require Police or Emergency Services.”
It is intended to inform state and local governments, as well as private and public housing providers, as to how HUD will assess nuisance or crime-free housing ordinances, policies, or practices alleged to be discriminatory under the Fair Housing Act.
The Nuisance Ordinance Guidance addresses ordinances that penalize residents for a small number of 911 calls to police, even when a person is in need of protection from domestic violence or another crime. Nuisance ordinances often require or allow landlords to evict residents in such circumstances, thereby discouraging victims from reporting domestic abuse or other crimes and obtaining the emergency police and medical assistance they need.
HUD investigated and resolved a complaint brought by a woman living in Norristown, Pennsylvania, who had been subjected to domestic violence by her ex-boyfriend. Police warned her that if she made one more 911 call, she and her young daughter would be evicted from their home.
The Norristown ordinance operated under a “three strike” policy, allowing no more than two calls to 911 for help. As a result, the woman was too afraid to call the police when her ex-boyfriend returned to her home and stabbed her. A neighbor called the police. A few days after the woman’s release from the hospital, she was served with eviction papers pursuant to the local nuisance ordinance. As a part of the settlement, the city repealed the ordinance. These types of ordinances violate the Fair Housing Act when they have an unjustified discriminatory effect or are enacted or enforced to intentionally discriminate because of a protected characteristic.
Women are by far the largest class of persons affected by domestic violence and other particular crimes and are covered by the Fair Housing Act’s prohibition against discrimination based on sex (gender).
Information for the article was gathered by John Zimmerman, VP Miami Valley Fair Housing.
"Best Places to Work"
7/16 Committee Meetings
Membership Committee 9-10 am
Program Committee 10-11 am
Education Committee 11-12 pm
Social Media Committee 12 -1pm
Legislative Committee 3-4 pm
for complete details and to register click here for gdaa website
July Education and events
NAA OPEN DOOR
As a key benefit of NAA membership, Naa Open Door helps you get a handle on the cost of products and services you use every day. By combining the purchasing power of thousands of NAA members with the excellence and reliability of trusted name brands, it connects you to exclusive savings that make your buying decisions easier. Your access to exclusive savings hinges on your decision to explore NAA Open Door.
Exclusive to NAA Members, Free to access, Save time and Money
21- Speed Networking
28- Appliance Trouble Shooting
7/18 Insider Tips for Associate Members
4- Chili for Charity
16- Fair Housing/Service Techs
23- Annual Meeting and
Mini Trade Show
13- Apartment Bus Tour
25- General Membership Meeting
The Workers’ Compensation system can feel frustrating at times, especially when a claim is contested and going through the Industrial Commission adjudication process. Many employers wonder how they fit into the hearing role and what they can do to facilitate a successful hearing outcome. As your third party administrator, we can help! Did you know that CareWorks Comp has sixteen Hearing Reps on staff who attend hearings at the twelve Industrial Commission offices located throughout the State? On average, our team assists Ohio employers with over 12,000 hearings annually.
When a hearing is scheduled by the Industrial Commission, it is important to understand the issue that is being addressed. Most hearings are no more than fifteen (15) minutes in length and Hearing Officers are scheduled for four hearings each hour of their docket. The docket is set approximately 21 days prior to the hearing date. This gives all parties time to submit their information to the claim file so that the Hearing Officer can review the documents prior to the hearing date.
One of the most common questions we receive from our clients is “do I need to attend this hearing?” The answer is, unfortunately, not a simple yes or no decision. It really comes down to the issue being heard on that particular date and what information and/or testimony you feel you can offer. The most common hearing, where we find employer attendance beneficial, is an initial allowance hearing. The reason for this is because the information considered for an initial allowance hearing can and should include any red flags that an employer discovered during the injury investigation, the employer’s knowledge of the job duties performed by the injured worker and any other pertinent details.
Behind Every Good Outcome: BWC News from Careworks comp
Navigating the Industrial Commission Process
Replace with Updated Ad
why 2019 is the year of sales
"Emphasizing sales training not only improves conversations, it can provide leasing agents with a career path."
By Daniel Davidoff- multifamily insiders
In November 2018, we interviewed 20 COOs and CIOs to get a sense of the “state of the state” in rental housing operations and a glimpse into where it will go in the next couple of years. As we prepare to release a white paper, 20 for 20: Where multifamily housing operations is heading by 2020, I’d like to share our findings in one of the key areas we researched: People resources.
It shouldn’t come as a surprise that all 20 executives reported that recruiting and retaining quality talent was difficult in 2018—and unlikely to improve in 2019. Among the strategies executives reported employing to deal with this challenge, investing in the career path and development of their associates was one of the most popular; and when it came to staff development, by far the top priority is to improve sales (i.e. leasing) performance.
A10-year bull run in rental housing performance doesn’t exactly leave metaphorical sales muscles at their peak level. As executives peer into a future rife with possible slowdowns, it seems wise to improve those capabilities in preparation for potential clouds ahead. But what does a good sales performance improvement program look like? Based on my experience through two full business cycles since 1998, here are the best practices:
Sales Model Efficacy
First and foremost, any sales performance improvement program must be built on the foundation of a solid model. Prospects don’t buy today the way they did 20 years ago, so our sales models must reflect contemporary buying patterns.
Work from the prospective residents’ point of view rather than that of the salesperson. Rather than “selling” to prospects, help them make good decisions.
As Daniel Pink notes in his book To Sell is Human, the old notion “Always be Closing” is inauthentic and quickly turns off prospects. I advocate an “Always be Helping” approach.
CONTINUED ON NEXT PAGE
Acknowledge prospect empowerment. As noted in Google’s groundbreaking “Zero Moment of Truth” research, prospects can (and do) research and learn a tremendous amount of information prior to ever talking to a salesperson. Models that don’t take into account how prospects can know as much (or more) about a product than the salesperson cannot be as successful as those that do.
Teach, tailor, take control. The seminal book, The Challenger Sale, best describes this concept.
In short, contemporary top sellers teach their prospects something about their buying journey (there’s no better way to demonstrate helping them), tailor messaging to their buyers and take control when necessary (think assertive without being aggressive.).
Applicability to Rental Housing
There are many high-quality, generic sales programs out there; however, we have found that apartment operators need to either engage partners who have specific industry experience or adapt generic models to fit our unique needs
Consider prospect shopping styles.
Not all prospects shop the same way, so it’s imperative to teach our leasing associates how to interact best with each of the archetypes of shopping styles.Align with the prospects’ journey. Studies that I’ve been involved in showed that all prospects go through the same five stages in their journey. Leasing associates need to understand these stages and adjust accordingly.Connect with the service paradigm. We’re a service-driven industry more than a sales-driven one. Fortunately, the “always be helping” mindset fits this approach… and so must the model we choose to use.
Understand leasing associates’ skillsets.
Truly world-class salespeople can make multiples of what apartment sales pays. Our performance improvement models must be effective for the demographics and psychographics of our leasing associates.
No matter how good (and applicable) the model, results will only be as good as the execution.
- Effective execution involves:A training methodology, whether online or in person, that delivers the message in ways associates can easily consume.
-Understanding that adults learn by doing, reflecting and discussing, not merely listening to a lecture.
-Empowering associates to find their own voice. Script-based selling simply won’t work with today’s informed, sophisticated prospect.
-An intuitive corpus of knowledge, so associates learn quickly and easily A focus on “stickiness,” not just a single event.
As our executive conversations also revealed, the way that our residents are buying has changed and will continue to do so.
The smartest operators aren’t just re-emphasizing sales performance, they’re re-thinking it.
-multifamily insiders July 2019
why 2019 is the year of sales cont.
"Doing business with a member is just good business"
Now more than ever, people are sharing their opinions You have customers, and they have opinions. And more than ever, people are sharing their opinions — the good, the bad, and even the ugly.
Although your knee-jerk reaction to a negative review might be to get defensive, think twice. The right response to a bad review can turn the experience around — and just might earn customer loyalty. In fact, 95% of unhappy people will return to a business if an issue is resolved quickly and efficiently — and some consumers may even remove negative reviews.
Still, it’s often hard to know what to say or how to handle an angry or dissatisfied customer, so here are a few useful tips:
1. Count to 10 and Own Up
It’s easy to feel angry and get defensive when a customer leaves a bad review, but resist the urge to argue. Remember other potential patients may be watching to see how a complaint is handled. Your online reputation is more important than proving who’s right and who’s wrong, and your first priority should be changing the customer’s negative opinion of you. Apologize for their bad experience and offer to make things right.
2. Respond promptly.
Past customers post complaints online because they had a subpar experience at a location. In most cases, customers not only want the issue fixed, they also want other people to see how you handle the situation. If you don’t reply promptly to a concern voiced online, a customer’s negative feelings may fester, leading to additional complaints on review sites and social networks
3. Make it personal: Customers — especially dissatisfied ones — need to feel like you’re really listening and treating their complain directly. A well-crafted, personal response will go a long way in building trust. Reference the customer’s review in a positive manner, such as thanking them for their feedback on a specific store visit or transaction, then let them know you’re committed to resolving their issue.
4. Keep it short, and take it offline:
After thanking dissatisfied customers for their feedback, take the conversation offline as quickly as possible so that other customers aren’t reading additional back-and-forth in the comments of a review section.
(continued on page 20)
lori hammond, property Management Minutes
Eight Tips For Responding to Negative Reviews
eight tips for responding to negative reviews continued from page 18
Response templates take the guesswork out of crafting responses. When your employees have approved templates they can use to handle different types of reviews, they feel more comfortable responding — and you gain assurance that they’ll use the appropriate sentiment for each response. Best practice is to have them personalize templates to address specific situations.
According to Dimensional Research, 45% of people share negative customer experiences on social media, and 35% are likely to post negative online reviews after a poor experience. If you actively and consistently monitor review sites and social channels, you’ll spot complaints early and can actively reach out to dissatisfied customers to fix the problem — before they submit a negative review on other sites.
7. Enlist help:
If you lack the time and resources to respond to all reviews, it may make sense to enlist the help of a managed service provider. Companies such as Reputation.com can respond to reviews on your behalf, taking the worry and burden off your hands.
8. Take feedback to heart:
Instead of dwelling on the negative, focus on creating more positive customer experiences and continue your outreach to all customers — the silent majority that might not have thought to review you — perpetuating a cycle of positive reviews to share.
"..pet owners flying under the radar create increased risk fo r the community...."
Pet screening processes account for residents who acquire pets after move-in.
It is widely believed that one of the most common pet-related challenges for community management teams is assistance animals and the potential fraud surrounding them. While managing assistance animal requests can be cumbersome, it’s another issue that has plagued property management to an even larger degree for years – unauthorized pets.
This often occurs when pet-free residents acquire a pet, pet sit or have pet visitors after initial move-in and do not report the pet activity to the community. With the rising popularity of gig economy businesses related to pet care, such as Rover and Wag!, more residents engage in some form of pet activity. To them, it might be ambiguous whether an animal they bring onsite is considered to be a pet at the community, if only temporarily.
Oftentimes, whether it’s incident-related, a matter of a resident avoiding pet rent or simply the innocent act of adopting a new pet, the resident claims they didn’t know the rules. Even communities that do provide non-pet residents with a clear pet policy at move-in will find that the fine print is often overlooked, as the resident often concentrates on the aspects more applicable to their lifestyle at that time.
Whether because of haste or oversight, there are times when leasing professionals don’t address the community’s pet policy with residents who aren’t accompanied with their pets during the application or lease-signing moment. Making prospective residents aware of the policy during their initial visit to the property, including signing off that they understand it, can help matters later in the lease term. Residents who might not have acknowledged the pet policies from the start are essentially flying under the radar with their newly acquired pets after move-in – and, naturally, this creates an increased risk for the community.
For example, if Jason from 201-B adopts or pet-sits a dog that ends up biting a resident, the victim won’t take long to question the dog’s presence at the community. .
(continued on next page)
by kortni balas, jmv Realty
closing the loophole on unauthorized pets
Even if Jason’s dog is as sweet as can be and schmoozes nearby residents into becoming regular treat dispensers, the community is losing revenue.Jason certainly isn’t paying pet rent if he acquired the dog after his move-in date and never reported it and the dog might not comply with community regulations. Apartment operators often leave money on the table and increase their risk when pet-free residents such as this one end up acquiring a pet. The leasing team is often focused on other areas of business and are unable to stop and validate each dog they see during the course of their day.
Encouragingly, innovative solutions from third-party providers such as PetScreening.com, offer a way to close this loophole by requiring all residents – even those without pets – to acknowledge pet policies line-by-line during the application process. Pet owners set up an account and enter their pet’s medical and behavioral history for a small annual fee, enabling the community to have more visibility into their pet population and report any future incidents to a centralized database. Pet-free residents set up a free profile that requires them to report any new pet activity.
While most apartment operators have a pet-reporting process in place, it usually involves an addendum to the leasing agreement that is given to the resident after they report having a new pet or after they’re caught with a pet. The Web-based screening process replaces that with a digitally based agreement that is more binding because it is given upfront and requires policy-by-policy acknowledgment during the application process. The integration of pet screening into the existing online application process erases any loopholes and communicates what the pet policies are whether or not the resident is a full-time pet owner.
Most pet-free residents won’t have much interest in signing up for a pet profile, their apathy for doing so can change when it is required as part of the application process and there is a no-cost component. This carries the added bonus for community management teams that their residents are educated about the community’s pet policies and understand what is expected of pet-owning residents. This has helped onsite teams save time, erase any resident misconceptions and create a more streamlined pet-related experience.
(continued on next page)
closing the loophole on unauthorized pets cont...
thank you to everyone that attended the 2019 and the Sponsors!
Oberer Management Services
Maintenance Supply Headquarters
More photos on the next page...
Ultimately, it leads to more responsible and accountable pet owners.
Although the challenges surrounding assistance animals are perhaps more prominent in the industry, the non-pet-owner who suddenly becomes one can create quite the conundrum. But tech advancements have made certain that community management teams will have a robust way to address this challenge moving forward.
2019 Maintenance and Vendor Appreciation Picnic
star associate member spotlight
The Memorial Day tornadoes challenged our community to not only take a closer look at each other, but to tap into a historical resilience that has risen from the ashes of floods, fires and twisters.
Organizations like the GDAA and the GDAA Rent Foundation provide resources to an already remarkable community of Daytonians, who have displayed, now more than ever, a willingness to face the brutality of nature in an effort to rebuild what was lost in the rubble of the tornado touchdown.
The silver lining exists in the wake of devastation. What destroyed our homes also brought us all together under the framework of a singular truth; that we are a community worth the investment--
For before the Wright Brothers gave Dayton its wings,the city was,first and foremost, A gem.
Tornado Touchdown: Daytonians unite under duress
continued from page 1
Maintenance Education Council
Rent Foundation Committee
Peak 10 Group
Jacques Brose- Oberer Management Services
Joe Colborn- Denizen Management
Stephanie Collins- Miller- Valentine Group
Kayde Fitzpatrick- Able Roofing
Paula Fleener- Simms Management
Karla-Knox Gordon- GDPM
Denise Harrison- Harrison Pro Tree Service, LLC
John Ison- Kinetic Renovations, LLC
Tammy Markman- Rent Path
Carol Prudden- Oberer Management Services
Sham Reddy- GDREIA
Tina Warner- PMR Companies
gdaa Executive officers
Oberer Management Services
Assistant Executive Director
Trade Show Committee
Jo Ann Kuchenbecker
Rent Foundation Applicant Assistance
greater dayton apartment association staff
Office Hours: Monday - Friday 9:00am - 5:00 pm
3155 Elbee Road, Ste. 300
Dayton, Ohio 45439
(937) 293-1170; FAX (937) 293-1180
2019 GDAA board of directors