RESIDENTIALResource

Transcription

RESIDENTIALResource

p7
Does your company have a
written policy for antitrust
compliance? Better see to it!
p10
Why is there a rift between
traditional brokers and property management brokers?
p16
Learn how to score your
level of performance
against goals you have set.
RESIDENTIALResource
THE OFFICIAL MONTHLY NEWS MAGAZINE OF THE NATIONAL ASSOCIATION OF RESIDENTIAL PROPERTY MANAGERS
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•••••
August 2014 ISSUE | 638 INDEPENDENCE PARKWAY, SUITE 100, CHESAPEAKE, VA 23320 USA | WWW.NARPM.ORG
••••
2013 Official National
NARPM Partner
2011 Affiliate of the Year
&
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B IG INNOVAT IO N • B I G E X P O S U R E • B I G R E S ULTS
IN THIS ISSUE August 2014
T he mi s sio n of t he N at io nal A s s o c i at io n of Re si dent i al Pr o p er t y M anag er s i s to sup p o r t p r of e s sio nal
and e t hic al p r ac t ic e s of r ent al ho me manag ement t hr oug h ne t wo r k ing , e du c at io n, and de sig nat io n .
FEATURE ARTICLES
p7
Are You Complying? Antitrust Laws
Jean Storms, MPM® RMP®, owner of Landlord Source, Inc., stresses
the importance of making a conscious effort to follow antitrust laws in
your business.
p10
Traditional Brokers vs. Property Management Brokers:
The Rift Between
Dan Wilhelm, NARPM® member, explores the levels of commitment
in property leasing and property management. Misunderstanding these
levels of commitment may be the cause of an apparent growing rift
between traditional brokers and property management brokers.
p16
Score Yourself: Standards for Excellence
Claudia Host, RMP®, provides a simple checklist to score your level of
performance against goals you have set for yourself. When you read your
internet reviews, are your customers and clients giving you an A, B,
C, D or F?
p18
Answering the “HOW” Question: Idea Implementation
Brad Larsen, RMP® candidate, speaks about having enough honesty
to admit that your implementation practices from all of your notes are
lacking, might be the first step in conquering the Three Letter Challenge
– HOW.
p20
Why I Like It: Real Estate
Mendell Gosnell, NARPM® member, explains why he thinks real
estate provides a myriad of advantages and benefits and offers a wonderful investment strategy for short and long term wealth building.
16
21
20
on the ice
Join us
at
the 2014 national convention
7
10
MONTHLY COLUMNS
p5
President’s Message
p6
From the Desk of the Executive Director
p8
Legislative Scoop
p14
Technology Matters
p22
Regional Communications
p24
Chapter Spotlight
p25
Designation Classes
p26
Membership Growth
p30
Ambassador Program
August 2014 Issue | Volume 25 | Number 8 | 3
Officers
Editorial Mission
Since 1989, the NARPM® news magazine has
been a key focal point for the organization. The
Residential Resource keeps members up-to-date
on association events, and provides valuable
industry advice and insight. NARPM® members
receive the Residential Resource as part of their
membership, included in their annual dues.
The Residential Resource is published monthly,
with one combined issue for October/
November. Articles can be submitted by email
to publications@narpm.org. Items mailed in for
publication cannot be returned. Address changes
may be forwarded to NARPM® National. The
Communications Chair and Graphic Designer
reserve the right to edit or refuse all publications
for content and selection.
Copyright © 2014 National Association of
Residential Property Managers. All rights reserved.
Materials may not be reproduced or translated
without written permission. Email publications@
narpm.org for reprint permission.
Statements of fact and opinion are the
responsibility of the authors alone and do not
imply an opinion on the part of the officers, staff
or members of NARPM®. Any legal matters or
advice mentioned herein should be discussed
with an attorney, accountant or other professional
before use in a particular state or situation.
NARPM® does not endorse any advertisement in
this publication. All readers are responsible for
their own investigation and use of the products
advertised.
The Residential Resource is designed for
the members of the National Association of
Residential Property Managers by Organization
Management Group, Inc. in Chesapeake, Virginia.
(www.managegroup.com)
NARPM® National
638 Independence Parkway, Suite 100
Chesapeake, VA 23320
P: 800-782-3452
F: 866-466-2776
www.narpm.org
An award-winning publication, the Residential
Resource has won a 2009 & 2007 APEX Award
of Excellence, a 2006 Gold MarCom Creative
Award, and a 2006 Communicator Award of
Distinction for Print Media.
4 | August 2014 Issue | Volume 25 | Number 8
Stephen D. Foster, MPM RMP CCIM®
President
president@narpm.org
210-340-1717
®
®
Andrew Propst, MPM® RMP® CPM®
President-Elect
presidentelect@narpm.org
208-377-3227
John R. Bradford, III, MPM® RMP®
Treasurer
treasurer@narpm.org
704-334-2626
James Emory Tungsvik, MPM® RMP®
Past President
pastpresident@narpm.org
253-852-3000
Regional Vice Presidents
Leeann Ghiglione, MPM® RMP®
northwestrvp@narpm.org
206-286-1100
Richard Vierra, RMP®
pacificrvp@narpm.org
808-293-6436
Steve Schultz, RMP®
southwestrvp@narpm.org
520-780-7888
Deb Newell, MPM® RMP®
northeastrvp@narpm.org / northcentralrvp@narpm.org
952-808-9700
Bart Sturzl, MPM® RMP®
southcentralrvp@narpm.org
512-693-4772
Traci Lewis VanCamp, MPM® RMP®
southeastrvp@narpm.org
757-641-1567
Committee Chairs
Tracey Norris, MPM® RMP®
Communications
communicationschair@narpm.org
830-625-8065
Chrysztyna Rowek Perry, MPM® RMP®
Professional Development
profdevelopmentchair@narpm.org
360-698-3829
Kellie Tollifson, MPM® RMP®
Member Services
memberserviceschair@narpm.org
425-485-1800
Heidi Hartman, MPM® RMP®
Governmental Affairs
govtaffairschair@narpm.org
360-535-8104
John R. Bradford, III, MPM® RMP®
Finance
treasurer@narpm.org
704-334-2626
James Emory Tungsvik, MPM® RMP®
Nominating
pastpresident@narpm.org
253-852-3000
NARPM® National
Gail S. Phillips, CAE
Executive Director
executivedirector@narpm.org
Dana R. Holben
Professional Development Manager
profdevelopmentmgr@narpm.org
Tiffany Jones
Member Services Manager
msmanager@narpm.org
Patricia Hartline
Communications, Graphic Designer
publications@narpm.org
Cathy Spruiell
Member and Chapter Support
chaptersupport@narpm.org
Carla Earnest, CMP
Conferences & Conventions Coordinator
conventioninfo@narpm.org
Andrew Sinclair
Governmental Affairs Director
legislativeinfo@narpm.org
Lisa Nixon
Advertising Sales Rep (Print/Electronic Media)
advertising@narpm.org
President’s Message
“
My days begin like any other property
manager’s days, but each day seems to have
a sliver of NARPM® in it. Some days, NARPM®
occupies all of it.
”
Howdy, NARPM® Members!
What is it like to be the NARPM® National
President? My days begin like any other
property manager’s days, but each day seems
to have a sliver of NARPM® in it. Some days,
NARPM® occupies all of it. As I write this,
I am waiting to join one of the committee
calls, where I listen in and participate, if
needed. This one is for the Convention Committee and it is all about the upcoming event
in Minneapolis. Just a reminder to register for
this year’s Convention. It is going to be great!
Following is a list of the various conference calls and meetings that I provide in the
President’s Report at each board meeting.
It records the meeting or conference calls in
which I have participated, and will give you a
little look at the slivers I mentioned above.
April 23-26Eastern Regional in Baltimore
April 28
New Member Webinar
April 29Governmental Affairs Conference Call
April 30Member Services Conference
Call
May 7Nomination Committee Conference Call
May 9President-Elect/Executive
Director Call
May 14
Southeast RVP call
May 15-18Northwest Regional in Portland
May 19Submit the President’s Message
for July Residential Resource
May 20Austin NARPM® Chapter
meeting
May 20Visited the South Central RVP
office (Northeast RVP call –
Missed call)
May 21SAMAC (San Antonio Metropolitan Area Chapter)/NARPM®
Chapter meeting (South Central
RVP call – Missed call)
May 21Convention Committee Call
May 22Communications Committee
Call
May 29
Finance Committee Call
June 3Dinner with Darren Hunter
from Leading Property Managers
of Australia, a potential vendor
June 5SAMAC/NARPM special presentation by Darren Hunter and
Todd Breen
June 6President-Elect/Executive
Director Call
June 11Meet with Kevin Guerin Home
Union, a potential vendor
June 11Member Services Committee
Call
June 12Meet with Steve Geri of Diversified Employee Benefit Services,
Inc., a NARPM® vendor
June 16Spoke with Bob Walters of
Leading Property Managers of
Australia, a potential vendor
June 19-20Met in Atlanta, GA with President-Elect, Treasurer, Regional
Vice Presidents (RVPs), andNARPM® staff for our board
meeting and to tour the hotel
site for the 2015 National Convention.
Interspaced within this timeframe, are
hundreds of emails between the parties
above, plus other chapter members/vendors.
Needless to say, it stays interesting.
Because of this experience and contact with
so many people, I feel that NARPM® is a very
solid, well-run organization that benefits tremendously from the dedication of its many
volunteers and great national staff.
Why do I do this? Because I have discovered that the more I give to NARPM®, the
more NARPM® gives to me. Get involved! 
NARPM®’s Foundation by President Foster
A big shout out goes to my staff at Boardwalk
Real Property Management, Inc., CRMC®,
in San Antonio, Texas. I sincerely want
to recognize their tireless efforts, without
which, I would not be able to put all of
the NARPM® slivers together successfully.
I know that the business will run properly,
even when NARPM® requires a whole day.
Stephen D. Foster, MPM® RMP®
2014 NARPM® President
From the
Desk
of the
Executive Director
It is imperative
that NARPM®
makes sure
all members
are aware of
antitrust laws
and the consequences for
violating them.
A great deal has been happening around
NARPM ® this spring and summer. The Board of
Directors just returned from visiting the site of
the 2015 Convention and Trade Show, which
will be held in Atlanta, GA. The Hyatt Regency
Peachtree is an exciting venue in the middle
of downtown, surrounded by great restaurants
and entertainment. The 2015 President’s Celebration will be held at the Georgia Aquarium,
which is the world’s largest with 8 million gallons of fresh and marine water, and more than
100,000 animals, representing 500 species from
around the globe. It was fascinating to see all
the various species, especially the Beluga Whale
and the Dragonfish! The Celebration is indoors
so you will not need your night goggles or your
bug spray. Just wear comfortable shoes and
enjoy the offerings.
Are you ready for the National Convention
in Minneapolis? I am getting excited to see
everyone and to start the event off with a fun
event at the Mall of America. If you have never
been to this Mall, it is a tremendous experience.
If you are a shopper like me, it’s worth noting
that there is no sales tax on clothing! Of course,
we can’t forget the outstanding education that
the Convention Program Subcommittee has
put together. The Convention Chair Lynn Sedlack, MPM® RMP®, and Program Subcommittee
Chair Duke Dodson, MPM® RMP®, along with
a great team of volunteers, vetted many sessions to come up with an outstanding schedule
that is tracked for the various attendees. Check
it out at http://www.narpm.org/docs/conferences/2014_convention/14regbrochure.pdf.
The Convention microsite is up and running, so
check out all the convention details at http://
www.narpmconvention.com/.
It is imperative that NARPM® makes sure all
members are aware of antitrust laws and the
consequences for violating them. The Association will be working to ensure that antitrust
policy is current and members are following
it. NARPM® will be hiring an antitrust attorney
to begin reviewing documents the Association publishes, including the NARPM® Code of
Ethics. As you will read in the adjacent article
by Jean Storms, MPM® RMP®, it is imperative
that your company has established policies
that deal with antitrust. Make sure your staff is
trained on them. Remember that just training is
not enough. You must adhere to the law and be
aware of when others around you are having a
discussion that should be avoided. If you hear
such discussion, bring it to the attention of the
other party. If they will not cease, then leave.
If you are presented with this situation at a
NARPM® event, find a member of the staff, or a
National leader, and let them know what happened. Protect yourself and your company from
monetary penalties and possible jail time.
August is here, which means the last month of
vacations for those with school children. Enjoy
the closing of a great summer and hope to see
you in October! 
NARPM® Executive Director
Are You Complying?
Antitrust Laws
Has this ever happened to you? Another property
manager approaches you and asks “I’m currently
charging 10% for my monthly management fee; what
are you charging?” How do you answer? Do you know
the dangers of giving them the answer they want to
know? I hope that you do, because if you reply with
the actual amount of what you charge, you have just
violated antitrust laws!
There are real estate/property management companies who do not make a conscious effort to follow
antitrust laws in their business. Antitrust laws can apply
to both business and individuals. Penalties for violating
antitrust can range from civil to criminal penalties. An
individual violating these laws may be jailed for up to
three years and fined up to $350,000 per violation.
Corporations can receive fines of up to $10 million per
violation. It pays to follow antitrust legislation!
Every real estate/property management company
should take three definite steps to protect their company from antitrust violations.
FIRST – KNOW THE DEFINITION OF ANTITRUST AND
GOVERNANCE OF THE ANTITRUST LAWS
You cannot understand what you do not know. If
you are not sure of the scope of antitrust and the laws
governing antitrust, it is time to do some reading.
Antitrust laws, also known as competition laws, are
legal rules to promote fair competition in the marketplace. Merriam Webster defines antitrust as “protecting
against unfair business practices that limit competition or
control prices.” They designed antitrust laws to prevent
actions that might hurt consumers or unfairly harm other
businesses, such as the formation of monopolies, illegal
cooperation between competing businesses, and certain
mergers between companies. These types of laws are
in effect in many countries and even shared between
countries in some cases, such as in the European Union.
There are several major antitrust laws, beginning
with the Sherman Act of 1890, the Clayton Act of
1914, and the Robinson–Patman Act of 1936. These
federal laws and many others have shaped antitrust
laws in the United States and many states have passed
additional antitrust legislation.
The Federal Trade Commission, the U.S. Department
of Justice, state governments, and private parties who
are sufficiently affected may all bring legal action in the
courts to enforce the antitrust laws.
The most common violation in the property management industry is price-fixing or discussion of fees. It
is illegal to discuss specific management fees with other
management companies, agents, brokers, etc. You
can discuss what “types” of fees you charge a client,
but you cannot discuss specific percentages or dollar
amounts. You can, of course, discuss with the property
owner what you will charge; but steer away from any
discussion of your competition. When in doubt, do not
discuss what you charge with anyone except your clients! You never know who could be listening.
Second – develop a written antitrust policy
for your company and train all personnel
Set up a company antitrust written policy that complies with the antitrust laws. Add it to your policy and
procedures manuals, employee manual, and any other
appropriate documentation. Outline the definition of
antitrust, reference the major antitrust federal laws,
describe what violations can mean to the welfare of the
company, and instruct all personnel to be responsible
and to follow the company policy on antitrust. Include
examples of how severe a legal action against the company can be because of an antitrust violation. Make
your written policy clear, concise, and readable.
Remember that the courts are not tolerant of ignorance of the law, so incorporate training on antitrust
into your company meetings and discussions. Too often
brokers/owners overlook that personnel may not have
knowledge of certain practices/laws, such as antitrust.
Personnel who are unaware of the importance of antitrust legislation as it relates to real estate/property management can be a liability to the company.
Third – remain vigilant at all times
It’s not enough to learn about antitrust. Set a policy
in writing and train personnel. It must be an ongoing
process. Keep up with any developing or new legislation, review your written policies when appropriate,
and periodically cover antitrust in office meetings and
personnel discussions.
Antitrust legislation is not only here to stay, but will
be constantly monitored and revisited by the courts
when there are violations. Comply with it to protect
yourself and your company. 
Jean Storms, MPM®
RMP®, is the owner of
LandlordSource and the
author of all documentation
on the LandlordSource site.
Working in the real estate
and property management
industry since 1979, she
managed 400+ properties
with JSL Real Estate Services, Inc. and Lee Storms
Properties. Jean holds an
active real estate license in
California and has been an
active member of NARPM®
since 1993. She served from
1995-2000 as a NARPM®
National Director and as
chairperson for the NARPM®
Education, Publications,
Long Range, and History
Committees. She also
served as 1995 President of
the NARPM® Sacramento
Chapter. Jean was a member
of the National Association
of REALTORS® (NAR), the
California Association of
REALTORS® (CAR) and the
Sacramento Association
or REALTORS® (SAR) from
1979 until 2008. She
taught and authored many
workshops, seminars, and
courses for NARPM® and
was a NARPM® National
Instructor, authoring two
courses, “Applying Technology to Property Management” and “Tenancy.”
Legislative Scoop
Keepin g o ur memb er s c u rren t o n t he ne we st ind u st ry l aw s a nd p o l i c ie s n at i o nwide
Fair Housing, Disability &
Medical Marijuana
Steven M. Williams,
Esquire, is the Managing
Partner of the Harrisburg,
Pennsylvania office of Cohen
Seglias Pallas Greenhall &
Furman, P.C. Steve is the
chair of the firm’s Commercial Litigation Group and is
also a member of the firm’s
Business Practices and Labor
& Employment Groups.
Steve has been representing
landlords in virtually every
aspect of their business for
more than 22 years, and
concentrates his practice in
the areas of commercial and
civil litigation, real estate,
landlord and tenant law,
employment law, business
and corporate law and construction law. Steve can be
reached at (717) 234-5530
or swilliams@cohenseglias.
com.
At a minimum,
landlords should
have in place a
written policy that
dictates how disability
accommodation
requests will be
handled.
You were feeling proud of the fact that your property has gone over six months without a resident disturbance complaint in your community. Until. . .
On a quiet Thursday afternoon, you receive a
complaint from the resident in 4B that there is an odd
odor coming from the apartment across the hall. She is
hesitant to make unfounded allegations; but she finally
confides that she thinks it might be “dope,” because
she smelled a lot of it in college and recognizes it.
Upon investigation, you learn that your resident
in 6B has been smoking marijuana in his apartment. Since you have a zero-tolerance drug policy,
you immediately issue an eviction notice to him.
In response, you receive a voicemail message that
politely informs you that your resident suffers from
debilitating migraines and smokes “medical marijuana” to get through the pain. The next day, the
tenant drops off a note from his doctor that substantiates his statement.
Now what?
There are several facts that cannot be disputed.
First, the use of marijuana, for any purpose, violates
federal law. Second, the use of medical marijuana is
legal in many states. Third, many more states are currently considering legalizing medical marijuana. However, in most states, a landlord is entitled to have an
absolute no smoking policy.
So, what can you do?
What is clear is that, if your property is in a state
that has not legalized the use of medical marijuana,
you have no obligation to allow your tenant to continue to smoke it. It is fairly certain, at least for now,
that the Department of Housing and Urban Development (HUD) will not entertain a discrimination claim
since the use of marijuana violates federal law. However, you have to be mindful of your state’s discrimination laws, as well. Things get a bit more unclear if you
reside in a state where the use of medical marijuana is
legal. In such a state, you may have to allow marijuana
use as a reasonable accommodation to a disability in
order to avoid a claim of discrimination.
When you have a tenant who uses medical marijuana in connection with an alleged disability, you
have to engage the same process as you would if the
tenant were blind and needed the use of a seeing-eye
dog. That is, you need to determine whether the use
of medical marijuana is a reasonable accommodation
for a disability.
Of course, the questions of what constitutes a
disability and what constitutes a reasonable accommodation are very difficult ones. Most litigation
relating to disability discrimination in housing,
centers around these questions. Property managers
and onsite personnel should not be left to decide
either question. Prudent landlords will involve legal
counsel who is familiar with fair housing laws as
soon as the issue arises.
The legal use of medical marijuana is spreading
across the country, and landlords need to be proactive in determining how to handle tenant inquiries
about medical marijuana and its use. At a minimum,
landlords should have in place a written policy that
dictates how disability accommodation requests will
be handled. The policy should clearly establish the
steps that management must take to substantiate the
disability and the need for the requested accommodation. Each of the following questions are vital in the
process of substantiating a disability claim and should
be posed to, and answered by, the resident’s physician
or other professional:
• Is the resident disabled as defined under applicable
law? (Note that landlords should not request specific
information as to the nature of the resident’s disability.)
• Is the accommodation that the resident seeks (i.e.,
the smoking of medical marijuana in the apartment)
necessary because of his disability?
• Why is the requested accommodation necessary?
That is, what is the connection between the disability and the marijuana use?
• Are there other alternatives that would accommodate the resident’s disability?
Landlords across the country are dealing with
medical marijuana use on their properties. By having
in place, and requiring adherence to, a policy that
dictates how such use will be handled, landlords
can minimize their risk of disability discrimination
liability. 
Traditional Brokers vs. Property Management Brokers
The Rift Between
Dan Wilhelm, MPM®
RMP®, is the Broker/Owner
of 3 Options Realty, LLC,
(CRMC®) located in Roswell,
GA. He achieved top producer standing in residential
sales from 1994 to 2004,
and has been in the property
management business since
1997. His company is of
the portfolio variety, where
his company’s 32 licensees
simultaneously perform both
residential sales and property management duties.
Dan has been an active participant in the leadership of
the Atlanta Chapter Board of
Directors since 1993.
There are several levels of commitment to property
leasing and property management. Misunderstanding
these levels of commitment may be the cause of an
apparent growing rift between traditional brokers and
property management brokers.
Since 2008, traditional brokers have become more
agreeable about allowing their agents to represent tenants and serve as listing agents for landlords. But these
same brokers have been apprehensive about going the
whole way and allowing their leasing and listing agents
to manage properties. While, admittedly, some brokers
actually do have separate departments to perform the
property management duties, the practical impact on
the leasing and listing agents is similar to brokerages that
do not have management departments at all.
It is the separation between the agent and the client/
customer from a long-term relationship commitment
that may be the root of the problem.
Property management brokerage agents recognize
that they are going to have to manage the entire and
of a property for which they had already successfully located a tenant. Having done that, they would
like for me to assign a property manager to manage it
because their broker will not permit them to manage
it themselves. Because we live in an imperfect world,
it is not that simple. The property owner must yet be
sold on the property management relationship, and that
might not even happen. The landlord might not connect with the property manager (on a personal level) or
accept the company’s management policies. Despite
this hurdle, we should note the fact that the tenant has
already agreed to lease a property under conditions
gleaned from or expressed by a listing agent—one that
is likely unfamiliar with the prospective property manager’s operating policies. In such cases, the tenants will
soon discover that their expectations are invariably different from what the property management company
is offering or even able to deliver. When this happens,
from the start, the relationship is doomed to misunderstanding—at best, frequently leading to bitter conflict.
This problem is, no doubt, rooted in the fact that
there is no universal property management policy.
And to expect this in practice would be unrealistic.
ongoing client and tenant/customer relationships. These
are long-term relationships between both landlord and
tenant—optimally of more than a year’s duration. Consequently, these agents must be sensitive to the establishment of healthy client and customer relationships
from the moment of first meeting. The good ones have
learned to carefully craft those relationships with an eye
on setting boundaries and establishing expectations,
because they know they will have to deliver on them.
And it is not that agents working for traditional brokers
are insensitive to this necessity, it is just that they have
no stake in the long-term management relationship.
They may, and should, recognize that there is value in
fostering a professional relationship with their clients,
but these interests are strictly professional. For the property manager, every day of their lives for the next year
or so could be affected by these relationships, and this
adds a distinctly personal element to those relationships.
I have had traditional agents refer me to a landlord
And at worst, out of such circumstances, are often bred
lawsuits. Realizing this, it should be understandable that
property managers often grow wary of this outcome.
The associated temperament percolating up from such
situations often breeds mutual ill-regard between the
participating agents.
This problem is, no doubt, rooted in the fact that
there is no universal property management policy. And
to expect this in practice would be unrealistic. One
can get an idea of just how diverse these policies can
be by simply reviewing any state’s standard form lease,
and observing the various policy choices to be made
between the parties. These are decisions that a tenant
representative cannot make without consultation with
the ultimate property manager, because they are, in the
purest sense, proprietary policy decisions. When these
consultations occur, if the traditional agent does not
like or understand the management company’s policies, such conversations can become heated, leading
NARPM® 2014
Annual Convention
and Trade Show
Save the date...
October 22 - 24, 2014
d
the
Foundation
Of property
management
August 2014 Issue | Volume 25
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to defensive postures on both ends. This undesirable
outcome is both unprofessional and unproductive, and
the fault is often evenly distributed.
For the very same reason that many traditional brokers do not want to engage in property management
(unattractive risk-reward benefit), property managers
must protect the efficiency of these relationships with
both owners and tenants. Even though the agency
relationship is with the property owner/client, and the
tenant is the “customer,” the ongoing professional relationship with the tenant becomes key to a successful
leasing experience and a profitable enterprise. The
property manager cannot afford for the tenant/customer
relationship to get off on a wrong foot due to unfulfilled
expectations that unsuspecting property managers and
their tenants become aware of way
too late.
Out of all of this, it should be no surprise that we
hear traditional brokers objecting that property management listing agents disrespect the Brokers’ leasing agents
when those leasing agents are representing tenants in
the offer process. But it’s really not a matter of respect.
It is a practical and human reaction to anticipating dissention. Leasing agents and listing agents faced with
such dilemmas, even in the best of situations, will anticipate having to deflect false representations, most often
unwittingly made by the tenant’s representative. That’s
why most property managers prefer to manage the
broker-to-broker relationship as a referral, as opposed
to a cooperative—they just don’t want to deal with an
ill-prepared leasing agent representing the tenant—a
common reality, even if it is an unfair indictment of all.
Unfortunately, and all too often, tenant representatives wanting to best serve their clients do get involved
in the application process, the lease preparation and
signing (negotiation), and even the move-in routine.
Only a few traditional leasing agents are truly prepared
for this conversation and therefore in a safe place doing
this. And when they are not, it often results in busted
deals and then hurt feelings. Negative attitudes develop
from these hapless experiences and those attitudes
eventually become institutionally-ingrained expectations.
So it is up to the brokers on both sides to be sensitive to these realities and to take steps to inform their
licensees to help them deal with each other on a more
professional level.
Brokers and agents looking for a better understanding
of the leasing and property management business will
find no better source than NARPM® (National Association of Residential Property Managers). Many states and
municipalities have local chapters that offer leasing and
property management training, and non-members are
always welcome. These chapters, the regions, and the
national association offer many other events throughout
the year in which traditional brokers and their agents
can participate to learn more about the leasing and
property management business.
Many local NARPM® Chapters are actively involved
with their local REALTOR® Boards and Associations
and these relationships surely helps to address this rift.
For those communities where NARPM® is not closely
associated with the REALTOR® entities, it may be worth
further exploration on the part of REALTORS®, leasing
agents, and property managers. 
| Number 8 | 11
National Association of Residential Property Managers
26th ANNUAL CONVENTION REGISTRATION • OCTOBER 22–24, 2014 • MINNEAPOLIS, MN
(Education classes begin on October 20 and other Pre-Convention activities begin on October 21.)
 REGISTRATION INFORMATION (please type or print - one registration form per person)
Name: ______________________________________ Name for badge: ______________________________
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Address:____________________________________________________________________________
City: ____________________________________________ State: _________ Zip: _____________________
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(If yes, you may only attend if exhibiting at the Trade Show)
 REGISTRATION FEES ☐ IREM® members check this box to receive NARPM® member pricing.
PROFESSIONAL
MEMBERS
Early Bird
By 9/22/14
Postmark
9/23/14 to
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MEMBERS
10/10/14 &
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& Onsite Reg. Postmark
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Postmark
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After Postmark
& Onsite Reg.
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By 9/22/14
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(AM or PM Thursday or Friday admission. Does not include meals.)
PRE-CONVENTION EVENTS
☐ Business Leader (Not included in Basic Convention registration fee.)
Development Training $99
$150
$200
$149
$200
☐ President’s Celebration $95
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$145
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POST-CONVENTION EVENT (Not included in Basic Convention registration fee.)
☐ Friday Dinner
$45
$65
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$145
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☐ Basic Convention
$395
$465
$565
$445
(Pre-Convention & Post-Convention Events below not included.)
☐ Team Discount*
-$50
-$50
N/A
-$50
(*Basic Convention only)
Single-Day Registration (Includes
(Includes full
full day’s
day’s events
events with
with meals.)
meals.)
☐ Wednesday
$100
$200
$300
$150
☐ Thursday
$200
$270
$370
$250
☐ Friday
$200
$270
$370
$250
☐ Trade Show ONLY
9/23/14 to 10/10/14 &
10/9/14 After Postmark
Postmark & Onsite Reg.
 EDUCATION CLASSES Do you plan to take any education classes? ☐ Yes ☐ No
Have you submitted separate EDUCATION REGISTRATION FORM? ☐ Yes ☐ No
 EXTRA GUEST TICKETS Available only with accompanying Basic Convention registration. Not available for
Wed. Reception & Trade Show
Thursday Breakfast
Thursday Lunch
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walk-ins. (Note: One ticket is included in Basic Convention registration.)
Member
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$65 = $____________
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$50 = $____________
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Extra Guest Tickets SUBTOTAL $_____________
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{ METHOD OF PAYMENT
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
Pre-registrations must be postmarked or faxed
by 11:00 pm Eastern Time on September 22,
2014. After September 22, 2014, send the
higher fee shown. Do not send registration to
National after October 9, 2014. Instead, register
on-site at the convention. People registering
on-site are not guaranteed access to the
luncheons.
*TEAM DISCOUNT
When two or more NARPM® members from
one office register for the entire convention,
the second and each additional registrant
receive a $50 discount for their entire convention registrations. Registration forms and
payment must be received at the same time.
To receive discount, registration must be done
directly with National, not online.
**JOIN & REGISTER
Not yet a member? You can become a NARPM®
member and register for the convention at the
reduced member rate. Check “Yes” at the “Are
you applying for membership?” option above
and submit the appropriate membership application with this form. Applications can be found
online at www.narpm.org/join.
CANCELLATION POLICIES
Registration Fees SUBTOTAL $______________
x $5 = $_______________
Are you a current NARPM® member?
☐ Yes ☐ No
Are you applying for membership?**
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Is this your first NARPM® convention?
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SPECIAL ASSISTANCE
☐ I will require special assistance.
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request a vegetarian meal.
If this convention is cancelled for any reason,
the liability of NARPM® to the registrant is
limited to the return of the registration fee. A
necessary rescheduling of the convention, as
approved by the NARPM® Board, does not
constitute a cancellation.
Convention cancellations must be received in
writing. If cancellation is received 30 days prior
to October 16, 2014, there will be a full refund,
less a $25 processing fee. If cancellation is
received 15-29 days prior to October 22, 2014,
there will be a 50% refund. There is NO refund
1-14 days prior to October 22, 2014.
MONETARY POLICIES
A $25 processing fee will be charged for rebilling a credit card. A charge of $25 will apply
for all non-sufficient fund checks. Checks not
in U.S. funds will be returned. You are not
considered a registered attendee until payment
has been successfully processed.
EASY WAYS TO REGISTER
MAIL - Send your form with payment to:
NARPM® National, 638 Independence
Parkway, Suite 100, Chesapeake, VA 23320.
FAX - Send your signed form with payment to
866-466-2776. Please do not mail the original.
ONLINE - Visit www.narpm.org and login to the
Internet Member Services (IMS) section.
Lease More Properties
with Less Stress
The Propertyware Contact Center helps you
convert more leads into leases without the stress of
additional overhead. We tailor property information
to the prospect’s needs. And our goals are the
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©2014 RealPage, Inc. All trademarks are the property of their respective owners. All Rights Reserved.
Technology Matters
Shedd in g s o me li gh t o n t he m a n y m y st erie s o f o u r fa st- pac ed Hi gh -t ec h wo rl d
Product Life Cycles
Michael Mino is President
and CEO of PropertyBoss
Solutions, a provider of
property management software. A serial entrepreneur,
he has started a number of
software technology firms
and became a landlord in
1977 when he purchased
his first rental units. PropertyBoss Solutions is a
NARPM® Affiliate Member.
For more information about
Michael or PropertyBoss
Solutions, visit propertyboss.com or call Michael at
864.297.7661 x26.
You have just received correspondence from the
manufacturer of a technology product informing you
that several product lines are being transitioned to an
“End-of-Life” status. The notice usually starts off with
some or all of the following phrases: “As a valued customer, you have our commitment to provide you with
the highest quality customer service;” “after careful
consideration, it is necessary;” and “We sincerely
appreciate your support and regret any inconvenience
this necessary action causes you.”
Many of you were informed that Microsoft would
not extend the Windows XP’s April, 2014 end-of-life
date, when Microsoft will end all support. Closer
to home (and perhaps a double whammy) was the
announcement on the vendor’s website that “Tenant
Pro Support Ends June 30, 2014!”
“What does this mean?” and more importantly,
“What should you do?” Let’s start off with an understanding of product lifecycles.
Does a product have a life expectancy?
Every product has a lifecycle. The lifecycle begins
when a product is released and ends when it’s no
longer supported. From a business perspective, there
are five stages:
• Introduction – the product is first made available
for sale; lots of risk and uncertainty, along with technical challenges; e.g. 3D televisions
• Growth – rising product sales; e.g. LED/LCD televisions
• Maturity – wide product acceptance; growing competitive pressure; e.g. Plasma televisions
• Decline – changing customer needs and expectations or new technologies lead to waning interest
and decreasing sales; e.g. CRT televisions (those
big heavy appliances that have found their way to a
guest bedroom or the curb)
So if a product still generates sales, why do manufacturers retire products? Here are a few reasons:
• It no longer aligns with the company’s strategic
direction or core competencies
• It doesn’t fit in the current product offerings
• It generates marginal revenue and/or profitability
• It costs too much to support (consider that the
burdened cost of a technical person often exceeds
$100,000 per year)
Most companies take a reactive approach (monitor
and assess the stage of their products and retire them
when they reach a certain point in the decline stage),
while some companies are more proactive. These
companies publish a product obsolescence or sunset
policy, often supplemented with a schedule. Microsoft
is a good example of the latter. The Microsoft Support
Lifecycle (MSL) policy defines their different product
categories and support classifications. The formal
policy promotes consistency and predictability for
both customers and partners. Three support types are
identified:
•Mainstream – warranty claims, design changes,
and feature requests are provided during this initial
period (minimum of five years from product introduction)
• Extended – incident support and security updates
are continued, but the other items identified above
are discontinued (minimum of two years from the
release of the second successor product)
• Custom – customer specific options can be provided via a special contract to go beyond the
Extended Support phase
Here is the end-of-support timetable from the
Microsoft Windows website:
Operating
System
End of
Mainstream
Support
Windows XP
Apr 14, 2009
End of
Extended
Support
Apr 8, 2014
Windows Vista
Apr 10, 2012
Apr 11, 2017
Windows 7
Jan 13, 2015
Jan 14, 2020
Windows 8
Jan 9, 2018
Jan 10, 2023
The high-tech industry has been particularly susceptible to shorter product lifespans. Unprecedented
increases in technology innovation and dramatically
reduced product-development times have led to
the perception (if not the reality) that a technology
product is obsolete before we can power it up.
Narrowing our focus to computer products, it is
interesting to note that computer hardware typically
has much shorter lifecycles than computer software,
particularly in the consumer marketplace. Some products have built in obsolescence. The growing trend,
for example, to embed batteries that are difficult to
replace, often results in a situation where it is less
expensive to buy the newer version than restore the
old one.
Fortunately in the world of software, particularly
enterprise software, product lifespans are longer. This
is partly due to the nature of software and is driven by
the needs of an enterprise.
The criticality of enterprise software
An enterprise application is the mission-critical
software system you use to run your business. If this
system stops working, in most cases, so does your
business. Unless you have comprehensive manual
backup processes predefined (an expensive and formidable task), it will be very difficult to respond to
your tenants, owners, and vendors.
This reality demands a higher standard from your
enterprise business system provider. You should
expect longer life spans, planned version migrations,
written sunset and support policies, and specific
product road maps.
How to respond to an end-of-life notice
First of all, don’t panic. The notice most likely
informs you that the manufacturer will no longer provide repairs, updates, or assistance in the use of the
product. You can continue to use the product past
this date, although at increased risk, due to the lack of
availability of the discontinued services.
Just because the manufacturer has withdrawn these
services doesn’t mean that an external third party
can’t do so. This is particularly true for enterprise systems. In the TenantPro example, many independent
organizations have been supplementing the “factory
support” for many years. These technical experts are
super users of the software and, in some cases, previous members of the original developer’s support
group.
Another strategy is to continue using the product
with a transition strategy defined. Identify the risks
and monitor them. In the Windows XP example, the
primary downside of continuing to use the operating
system is the increasing security risk. Over time,
more and more security holes will be discovered and
exploited by hackers. If your computer is not connected to an external network, this risk is minimal.
Review the upgrade path suggested by the manufacturer, which is generally outlined in your end-oflife notice. Consider the costs and impact on your
business. This path will likely be one of your best
alternatives, but don’t conclude that it is your only
one. Other vendors may have a similar or better tran-
sition plan, particularly for your business. Look for
services like data conversion, transition training, and
additional features.
There are more options than you may think, particularly for enterprise systems. Follow the suggestions in
this article, and you will have a plan already thought
out.
Every product has a
lifecycle. The lifecycle
begins when a product
is released and ends
when it’s no longer
supported.
In Summary
Take a moment to examine the life expectancy of
the critical technology components in your business.
Commodity products like a printer or scanner have
standard interfaces and are easy to replace, although
software driver issues can complicate even this “no
brainer.”
Consider your backup media. Could you recover
data from a floppy disk (I know I am dating myself)
or a CD-ROM? Each advance in the medium used to
save your critical data requires a decision to migrate
the old data to the newer media or maintain the aging
device to preserve your ability to read data from the
old media.
Do you have a relationship with your enterprise
system supplier? Review the following on a regular
basis with your provider:
• Sunset policy – Using Microsoft’s terminology,
when does mainstream and extended support end
for the product you are using?
• Support policy – What is the availability and accessibility of assistance for your product? What happens after the extended support period?
• Product road map – Where is your provider
headed relative to new product features?
Knowing key dates in a product’s lifecycle helps
you make informed decisions about when to upgrade
or make other changes to your software. 
Scan this code with
your smartphone
to access additional
resources.
Score Yourself
Standards for Excellence
Claudia Host, RMP®,
joined NARPM®’s Oahu
Chapter in 2010. She is a
career changer, having previously been a cardiac nurse.
NARPM® was instrumental in
assisting her with the information and insights essential
during that transition to a
career in Property Management. She is honored
to currently serve on the
Chapter’s Board of Directors
and was previously the webmaster. She also serves on
the Hawaii State Conference
Committee, whose title and
theme this year is also “Standards For Excellence.”
Whether you watch American Idol, The Voice or
X-Factor, we all know when a performer is giving a good
performance versus giving an excellent or outstanding
performance. Even if you are not in the entertainment
industry, we know when we witness a great performance versus an okay performance. Excellence seems
to always stand out and is especially obvious when you
can compare one performer to another performer.
As property managers, we don’t have a panel of
judges giving us feedback on our performance or scoring
us. Unfortunately, we don’t have a Keith Urban or an
Usher to mentor us and tell us exactly how we can get
to the next level of performance. Nevertheless, we can
score ourselves; and we can compare our level of performance against a goal that we have set for ourselves.
Most of us know when our efforts and results deserve
an A+ and when we just squeak by as a C+. Don’t we
all make mental notes, saying to ourselves, “Next time I
am going to do something another way – a better way?”
you read your internet reviews, are your clients and
customers (tenants) giving you an A, B, C, D or F? While
it seems, by and large, that internet reviews are mostly
submitted by those on the opposite ends of this A to F
bell-shaped curve, you, as a professional, can always
make the conscientious choice to improve. You don’t
want to wait to receive a rash of negative reviews to
decide to take a look at some of your procedures. Do
you want the reputation of being an excellent property
manager or just an average one? It is unequivocal – if
you want raving reviews, you have to deliver exceptional service! Tenants and clients expect a certain level
of service. To get that raving review, you have to deliver
exceptional service and not simply what is expected.
So, take up the challenge – it’s never too late to decide
to improve, and the best time to start striving for excellence is right now.
NARPM® can inspire you to challenge yourself AND
can help you succeed in being the best. Decide to dedi-
By now, we have all come to understand that if you aren’t
keeping score of your own performance, you can be sure
someone else is via internet reviews.
What can also be helpful, as well as inspiring, is knowing
how your level of service compares to another property
manager within the same market. This doesn’t necessarily have to be about competition. Comparing your
practice standards to a colleague’s is more about raising
the bar of professional practices than about competition.
It can be about sharing ideas, which is what NARPM®
has always been about. Think about asking a few of your
local colleagues about some of their practices, but do
not discuss what you or they charge for management
fees. (See article about Antitrust on page 7.) Or perhaps
your NARPM® Chapter would be interested in taking a
“best practices” survey of its members.
By now, we have all come to understand that if you
aren’t keeping score of your own performance, you
can be sure someone else is via internet reviews. When
cate yourself to continuous improvement and you can
achieve it. Start with one segment or process of your
business practice. See what level of service your colleagues deliver and take into account what your tenants
and clients expect. Then set some performance goals.
Remember what they say about making it to the professional stage of Carnegie Hall – practice, practice, practice. You start with learning the basics and scales, take
more lessons, observe others who are better than you,
practice, and try to be a little better each time. You too
can start with a basic procedure like the Check-Out procedure with exiting tenants. Some of you may call this
a Move-Out procedure. How do your colleagues do it?
What are your tenants saying? What ideas for improvements can your staff offer? Isn’t there always room for
improvement?
Try Taking This Challenge and
Score Yourself:
Returning Rental Inquiries:
Is it your normal business practice to return rental inquiries within
• 10 minutes…Give yourself an A+!
• 2 hours…Give yourself a B.
• 4 hours…C.
• 24 hours…D.
• More than 24 hours…F.
Tenant Insurance:
• Do you leave Tenant Insurance up to the tenant’s discretion?…
C-.
• Do you recommend that your tenants carry Tenant Insurance?…Give yourself a B.
• Do you require that your tenants carry Tenant Insurance?…
Give yourself an A.
• Do you check that they name your company as an “interested
party” so that you will get notifications when the policy is due
to expire or is canceled?…A+.
Smoke Alarms Versus Smoke Detectors:
(Do you know the difference between a smoke detector and a
smoke alarm? (i.e. Texas Property Code was recently changed
from ‘detectors’ to ‘alarms’) Do you know why? Should your
state make this distinction also?)
• Do you only rely on that “chirping” sound to warn the tenants
when to replace smoke alarm batteries?…C.
• Do you email the tenants a reminder to replace their smoke
alarm batteries when most states switch to daylight savings
time?…C+.
• Do you always replace smoke alarm batteries in between each
tenant?…B.
• Do you have someone perform both a “smoke test” and an
alarm test to truly test whether the smoke alarm will both
detect smoke AND sound the alarm...A-. ( By using canned
smoke, it is possible to test the ability of the device to “detect”
smoke. You will also want to hear the device alarm. It is important to know that just pushing the button on the device and
hearing the alarm simply tells you whether the battery is good
and not whether the alarm will sound. Both detecting smoke
AND hearing the alarm are essential functions we all assume
and expect from smoke detectors/alarms. One without the
other does no one any good.)
• Do you inform your property owners to replace both batteryoperated and hard-wired smoke alarms every 8 to 10 years as
recommended by FEMA?…A
• Does your Rental Agreement require the tenant to keep an
ABC Fire Extinguisher in the kitchen?...A+ (The kitchen is the
most common room in the house for fires.)
aximizing Security Deposit Refunds:
M
• Do you believe your exiting tenants don’t care about the
condition of the property or any possible deductions to their
Security Deposit?…C.
• Do you assume your exiting tenants remember the condition
of the property prior to their move in and that they still have a
copy of their Property Condition Report?…B-.
• Do you offer your exiting tenants advice on exactly how they
can maximize their Security Deposits refunds?…B+.
• Do you send the exiting tenant another copy of the Move-In
Property Condition Report (assuming they have probably misplaced theirs) prior to their Check-Out?…A-.
• Do you send them Move-In Photos or video?…A.
• Do you conduct a pre-Check-Out and point out the things
they specifically need to address in order to avoid a Security
Deposit deduction and then provide them with a list of recommended repair vendors?…A+.
Water Leaks:
• Do you simply show all your tenants the water shut off
valve?…C.
• Do you also have a 24/7 emergency reporting phone
number?…B-.
• Do you also switch out washing machine hoses to non-burst
hoses?…B.
• Do you additionally inform your owners that long runs of
copper pipe to ice-makers generally last 25 years and then
spring a pinhole leak and suggest it is best to replace before the
leak?…B+.
• Do your House Rules stipulate that tenants are not to run the
washing machine or dishwasher unless they are present in the
home?…A-.
• Do you have a leak detector and alarm under all sinks and by
the washing machine?…A.
• Do you have a leak detector which will send an email notification in case someone isn’t home when there is a leak?…A+.
What determines the difference between adequate versus
exceptional? “Good enough” versus top notch? The amount
of caring, effort, self-assessment, the desire to be the best,
dedication to always looking to improve and pushing your
performance to the next level – these are the work habits, attitudes, and goals which account for this range of divergent performances. This is true whether you want to win Dancing With
The Stars’ mirror ball trophy or be named the best singer on The
Voice. Naturally, in the entertainment business, a lot of talent is
an essential ingredient as well! Property management isn’t easy
and delivering exceptional service demands additional efforts.
Given the effort and talent it takes to juggle all the necessary
balls, there probably should be a Golden Key Ring award for
Property Management excellence!
Regardless if American Idol, The Voice or X-Factor is your
favorite show to watch – they are all searching for the same
thing – excellence and the best contestant. It doesn’t matter
if you want to imagine an A to F score, or hear Simon Cowell
saying, “You are a disaster” or Shakira announcing, “You are in
the finals.” What is important is that you evaluate your business
practices and choose to measure improvement. In how many
other ways can you set your business practices apart and enter
the rarified air of “excellence?”
You may not be sure about who will win this season on any
of these competitive entertainment shows. However, you can
be certain, that when a prospective home owner is looking
for a property manager and when an exceptionally qualified
tenant is looking for a rental, they aren’t looking for average or
just good enough – they want the best.
So, whether you want to challenge yourself to be the best
you can be, improve your internet reviews or you simply want
to stay competitive, NARPM® can help inform and inspire
you towards “Best Practices.” Whether you read Residential
Resource or write an article, participate in your Chapter’s
monthly luncheon meetings for the speaker topic or the professional networking, attend a Regional, State or a National
Convention – you will be inspired by how some of your fellow
members challenge themselves towards excellence. 
Answering the “HOW” Question
Idea Implementation
Brad Larsen, RMP® candidate, is the Broker and
Owner of Larsen Properties
in San Antonio, TX and currently manages 400 singlefamily homes. Prior to getting
into real estate and property
management, Brad was a
U.S. Army Infantry Officer.
Brad has been a member of
NARPM® since 2010.
Have you ever come back from a conference or
training event full of wonderful ideas, notes, and concepts, only to see them never get put into action? Have
you attended an event and remember thinking there
was a ton of good stuff there, but none of it actually got
put into motion in your business? You are certainly not
alone. Simply having enough honesty to admit that your
implementation practices are lacking might be the first
step in conquering the Three Letter Challenge – HOW.
Answering the HOW question is a unique challenge in itself. It seems we are bombarded with training
events, speakers, webinars, books, audio, and video
– all offering ideas on success. Think of any number
of sales trainers that pop into your head and the conceptual platitudes they deliver in an effort to jar your
motivational giant within. I’m starting to sound like one
right here!
When I first came into this business of managing
single-family homes, I did not have any preconceived
notions of how to do things, as I started completely from
scratch without a business plan. Poor planning – absolutely! Like a lot of us at this level, property management starts with one home. That is how it started with
me as a rookie real estate agent being asked if I could
manage an investor’s home. The light bulb went off and
I immediately answered “yes” – but had no clue what I
was doing.
In a prior life, I was an Army Infantry Officer. I learned
skills to plan and complete tasks on a regular basis while
doing all of that at 100 miles per hour. Right or wrong,
make a decision, and go full force! Decisiveness was the
key. Decide to do something, and go straight ahead to
complete it. Without getting too far into motivational
speaker prowess, let’s break this down to some techniques that can help everyone.
Attendance – To find ideas, you first have to attend
a conference, training event, webinar, or forum. Great
examples are NARPM®‘s local and national events.
There is ample opportunity at these events to pick up
ideas and tools for your business. In addition, you must
actively seek out ways to retain these thoughts on a constant basis. As an example, everyone may have some
time traveling to and from work. Are you taking advantage of that time and listening to productive things, such
as books on audio? If you aren’t already doing so, find
a way to make use of this time other than talk radio
and listening to oldies on the local stations. You will find
yourself constantly coming up with things that can help
your business.
Networking – While you are in attendance at one of
these events, are you seeking out possible networking
opportunities with other peers? Networking is not
necessarily a sales tactic to find more customers. It’s
an opportunity to exchange ideas and learn from each
other. Another idea is to always seek out potential mentors who have achieved the sort of results for which you
are looking.
Take advantage of the opportunity to speak up, ask
questions, and listen to advice. Sitting like a bump on
a log, counting the seconds until lunch will not get you
where you want to go. Be proactive!
Note-Taking – Everyone sees note-taking as a throwback to our school days. What you should consider is
that jotting down a few ideas becomes a chance to burn
the ideas into your mind right on the spot. Scribbling
down just a few words to remind you of a topic can
make all the difference in retaining a very important
idea. You don’t have to record every word presented,
but certainly try to annotate important thoughts for use
later when it is time to fully digest all of the information.
Filtering – One technique I highly recommend is
to review your notes on a daily basis each night after a
training event. If you are at an out-of-town conference
or event, take a little time in the evening to review your
notes, and start a computer-based record. A lot of us
can type faster than we can write and ideas can flow
quicker that way. Review your handwritten notes and
make bullet points of your ideas for later use. Make this
a quick process and try not to write a book. You just
need a few lines that you can expand on later. Once
you have returned from this training event, it would also
be wise to take an hour or two of uninterrupted time
to compile your notes into a legible document you can
keep and share with your team. You may be surprised at
what you forgot from your own notes a year or two later.
Prioritizing – After a conference or training event, a
lot of us have ample ideas buzzing around our head to
the point where it becomes overwhelming. It’s easier to
be complacent, but why did you go to that conference
or training event in the first place? You went to get ideas
and improve your business. Now is the time to review
your notes and begin to prioritize the things that are
most important to you. Use a numbering system and
Continued on page 23 “HOW”
Affiliate Member
Why I Like It
Real Estate
Mendell Gosnell is the
Founder/Owner of Centurion
Real Estate Management,
LLC, a local property management company serving
the Willamette Valley Area
in Oregon. He is an active
investor in real estate and is
a member of the North West
Real Estate Investors Association (NWREIA). Mendell is
also involved with the local
Chamber of Commerce and
is an Oregon State University Graduate. He has been
a NARPM® member since
June of 2009. Along with his
interest in Real Estate,
he enjoys helping others
succeed with their real estate
investment goals. For more
information visit: www.crem.com or call Mendell
503-588-0940.
A farmer once told me that if you want to be successful in life, you need to make money while you
are sleeping. There are many ways to accomplish this
feat and a great one is through investing in real estate.
Within the field of real estate there are numerous ways
to make money; the particular way that I would like to
look at for the purposes of this article is rental properties. Rental property or investment real estate could
be anything from a rental house to a large multi-family
complex. Investment real estate that is leased or rented
out, such as apartments, provides what is deemed by
Uncle Sam as passive income. The beauty of passive
income is that it is taxed at a much lower rate than
earned income (the most common type of earned
income is the kind that you make from working a 9
to 5 job). As another great investor and mentor, Jeff
Megy, once told me, “Look to minimize taxes – they
are one of your greatest ongoing expenses.” Investment real estate does a great job at minimizing taxes
in several different ways, as we will see shortly. Let’s
around 70%). Returns of 8 to 14% on cash are not
uncommon in this industry, but the benefits don’t stop
there. Not only do you have an asset that you have a
lot of control over, that is leveraged, and the returns
are taxed at a discount – you also have the ability to
expense or take a tax write off against any expenses that
are used for the property. Did I mention that real estate
also has some risk protection as well? If you finance the
deal, your bank will require you to purchase insurance,
which is great in that it protects your investment against
several types of damage and loss. You also have the
depreciation tax write off on the property that provides
what is called in the industry “phantom cash flow.” You
also have the added benefit of tenants that are paying
your monthly mortgage – part of which is going toward
reducing the principal amount you owe and thereby
increasing your overall equity in the property. The other
part of the rent payment is paying the interest on the
loan, which is also a tax write off. One of the last benefits that I will mention brings me to a piece of financial
As you can see, real estate provides a myriad of advantages
and benefits and offers a wonderful investment strategy
for short- and long-term wealth building…
take a look at some of the other reasons that real estate
makes for a great investment. Real estate is tangible
and controllable. It is not an elusive electronic share
in some far away company that you have little knowledge about and even less control. With real estate, you
can choose the improvements that you want to do on
your property and when to do them. You can do the
improvements yourself or shop around to get the best
deal. Also, you can even choose the tenants you rent to
(assuming you follow the Fair Housing Guidelines and
don’t discriminate). And, you can also outsource all of
the day-to-day cares to a professional property management company and still enjoy all the benefits.
Besides generating a decent return on your money
(assuming you got a fair deal on the property you purchased), most real estate deals have the added benefit
of using financial leverage. In plain terms, this means
you can finance real estate deals by using the bank’s
money for a large portion of the deal (in many cases
wisdom that gets overlooked way too often, and that
is inflation. I was taught early on to take into account
inflation in any long-term financial projections, because
inflation silently erodes wealth. But with investment
real estate, you have yet another amazing benefit in
that it provides a great hedge against inflation, since
over time, rents historically go up. We have not even
touched upon some of the more exciting topics of how
you can use investment real estate to avoid taxes upon
selling through what is called a 1031 exchange, which
allows you to legally trade into another like-kind property and thereby avoid taxes indefinitely. As you can
see, real estate provides a myriad of advantages and
benefits and offers a wonderful investment strategy for
short-and long-term wealth building – land is scarce. As
they say, God only made so much of it. The best time
to buy real estate is 20 years ago; the next best time is
today. As T. Harv Eker wrote, “Don’t wait to buy real
estate, buy real estate and wait.” 
Friend of the Past Presidents$100
Donation of Your Choice$_________
☐
☐ Name on curling stone
☐ Name on curling broom
☐
☐ Chapter/Curling Stone/Broom Sponsors$200
Sponsor tag on curling stone (Limited to 96)
or broom.
☐ Affiliate Olympic Sponsors $500
(No limit) Name recognition on all electronic
marketing and on the event day.
☐ End Sponsors $1,000
(Limited to 12) 12 end billboard/banner at the
rink end. Name recognition on all electronic
marketing and on the event day.
☐ Olympic Sponsors $1,000
(No limit) Suggested level for all Past Presidents
and CRMC®s. Banner/billboard recognition and
name recognition on all electronic marketing and
on the event day.
☐ Lunch Sponsor $2,000
(No limit) Name recognition at the event and on
all electronic marketing. Can provide company
giveaways during lunch.
Please check the appropriate level below if you
are interested in Sponsoring.
Thank you to our Curling Tournament
Event Sponsor for their support!
sponsorships
curling
The Past Presidents of NARPM® invite you to join them at their annual
Charity Tournament to benefit their
local charity of choice. This year’s
event will take place on October 21,
2014.
Deadline is September 19, 2014
$95 per curler (Includes curling lesson, match play, lunch,
and Party on Ice.)
☐ curlER COST
Security Code ___________________
All sponsorships and donations paid by check or money order must be made payable
to “The Hampton Roads Foundation.” All curler registrations paid by check or money
order must be made payable to “NARPM®.” Payment is due by September 19, 2014
and is non-refundable. Send forms to NARPM®, 638 Independence Parkway, Suite 100,
Chesapeake, VA 23320, or by fax to 866-466-2776
or by email to info@narpm.org.
PAYMENT/CANCELL ATION CL AUSE
Exp Date ___________________
Card #___________________________________________________________
---------------- All information below this line will be shredded. ----------------
Signature ________________________________________________________
Name on card ___________________________________________________
☐ Please charge $____________ to my ☐ VISA ☐ MC ☐ AMEX ☐ Discover.
for Sponsorship/Donations payable to The Hampton Roads Foundation
and for Curler/Party Attendance registration payable to NARPM®.
PAYMENT
☐ Check# ____________ enclosed for $ ____________
Select level at left (Note: Only Event Sponsor includes
$95 curling costs and Party on Ice/lunch for team of 4.)
sponsor COST
☐ NARPM® Party on Ice and Lunch
Don’t want to curl? $45 per person (Includes lunch and party.)
Phone ___________________________ FAX______________________________
City/ST/Zip _________________________________________________________
Mailing Address_____________________________________________________
Email of Pre-Tournament Contact_______________________________________
Name_____________________________________________________________
Company__________________________________________________________
sponsor /curler CONTR ACT Past President Dave Holt, MPM® RMP®,
has chosen Special Olympics Minnesota as
his worthy, charity organization.
Dave’s wife, Mary, has worked with
special needs kids for many years.
Together, they have helped with Special
Olympics and other areas for special
needs kids. Special Olympics is a global
movement of people creating a new world
of inclusion and community, a world in
which every single person is accepted and
welcomed regardless of ability or disability.
We are helping to make the world a better,
healthier, and more joyful place — one
athlete, one volunteer, one family member
at a time.
Dave feels that, “As property
management professionals, we sometimes
deal with people who are not so thankful
or caring in regards to how they treat
others or treat the property of others. This
is unfortunate and a very frustrating part of
this business. Special Olympics participants
are so thankful and so genuinely happy
to be welcomed and able to take part in
things we take for granted. The joy and
warmth you receive from them helps
ground you and puts life in perspective,
which is sometimes hard to come by in our
day-to-day business lives.”
This Y ear’s Charity
NARPM® 26th Annual Convention Past Presidents’ charity curling Tournament
fogarty arena / Four Seasons curling club | 9250 Lincoln st. NE | blaine, MN 55434
Regional Communications
C onnecting t he expanding N A RPM ® memb ers hip one region at a time
The RVP Bulletin
Traci Lewis VanCamp,
MPM® RMP®, began her
career in real estate more
than 20 years ago. She is an
award-winning REALTOR®
and holds an Associate
Broker license with RE/MAX
Alliance in Virginia Beach,
VA. Traci has served on
the NARPM® Membership,
Tradeshow, Convention,
and Regional Conference
Committees. She also acted
as Co-Chair for the Eastern
Regional Conference Committee, and was an assistant
to the Southeast Region
RVPs. Traci is a Past President
of both The Virginia Peninsula and Virginia State Chapters and obtained her RMP®
in 2009, and her MPM®
designation in 2013. She
became the Southeast RVP
in January of this year.
If you care about your
business and helping
it grow and succeed,
then you should be
more involved!
What an exciting year this has been so far for me as
the 2014 Southeast Regional Vice President! In January,
it was an honor to be selected by the Board of Directors to fill this roll. At the time, I had just completed
my third year serving as the Virginia State Chapter
President, and we were at our inaugural Virginia State
Chapter Conference. Even though I was stepping down
as Virginia State Chapter President, my passion for
NARPM® continued; and I was already working on my
duties as the Eastern Regional Conference Co-Chair
with Tiea Vincent, RMP®.
Being a NARPM® member for ten years has been
an asset to my business. From day one, I immediately
became involved on different national committees,
as well as the local chapter levels. Through NARPM®,
I have befriended many NARPM® members around
the country and even met some of our international
members at various events. The more I was involved
in NARPM®, the more my business grew. Everyone
always asks, “How do you have the time?” My answer
is to make the time. If you care about your business
and helping it grow and succeed, then you should
be more involved! Mark up your calendar with the
NARPM® meetings that your chapter is hosting and
make it a priority not to schedule a conflicting appointment. You owe it to yourself to attend! If you are trying
to achieve a designation and need points to earn
your RMP® or MPM®, then join your local chapter’s
board. You could be a committee member, help with
membership or even help with emails, newsletters and
the chapter website. There is always a need for more
volunteers in any organization. My point is that the
more you become involved, the more you learn, the
more people you will meet, and more people will get
to know who you are! So when you attend meetings,
educational classes, your local regional event or even
the national convention, I encourage you to network
and step outside your comfort zone to introduce yourself to another NARPM® member. You never know
who you could meet and what that introduction could
develop into.
As a NARPM® member, make sure you use the features of www.narpm.org. I have found many members,
as well as chapters, are not utilizing this wonderful tool
and the best part – it is FREE with your NARPM® membership! Did you know, you could also refer clients to
other NARPM® members through
www.narpm.org? You can even watch videos of “How
tos,” take online classes, find other members and chapters, view chapter websites, and volunteer to various
committees! As a NARPM® member, you can view
archived webinars, just by logging in to Members Only/
Resources. You can even register for chapter events,
educational classes, and the upcoming NARPM®
Annual Convention! All this is right at your fingertips!
Speaking of the NARPM® Annual Convention, are
you registered? I am so excited about this unique
convention location and The Past Presidents’ Charity
event. I have always believed in giving back to the
community, and what a “cool” way to do this by
helping The Special Olympics and trying something
fun like Curling! Usually, this event is a golf tournament and golf is something most of us can do almost
anytime, but how many of us can go curling? I
encourage you and your chapters to help sponsor this
wonderful event and even participate on some level.
If you are not a curler, you can still network with your
fellow NARPM® members at lunch and the Party on
Ice. The fun does not stop at curling. Did I mention
the President’s Celebration at the Mall of America?
Not only does this mall have over 500 stores, it has
an amusement park, aquarium and so much more!
So, bring someone from your office to the convention
and register together and save some money to spend
while at the 2014 NARPM® Annual Convention in
Minneapolis.
I hope you get as excited as I am about the rest of
2014 and what great things our NARPM® organization
has to offer on all levels, now and in the future! I look
forward to my upcoming visits to more chapters and
their events, as well as meeting many more of you! It
was a true pleasure to meet many of you that I have
spoken with on the phone at the Eastern Regional
Conference. As the regions may be shifting in 2015, I
know the new acquaintances and friendships I made in
2014 will continue to grow. Again, I encourage you to
become more involved in NARPM® and to attend your
local chapter meetings and events, as well as getting
more involved in NARPM® by volunteering your time
and talents. Lastly, I hope to see you in Minneapolis at
the 2014 NARPM® “The Foundation of Property Management” Annual Convention! 
Northwest: Leeann Ghiglione, MPM® RMP®
Alaska, Washington, Oregon, Idaho, Montana,
Wyoming.
Pacific: Richard Vierra, RMP®
California, Nevada, Hawaii.
Southwest: Steve Schultz, RMP®
Utah, Arizona, Colorado, New Mexico.
North Central: Deb Newell, MPM® RMP®
North Dakota, South Dakota, Nebraska, Minnesota,
Iowa, Wisconsin, Illinois, Michigan, Indiana.
Northeast: Deb Newell, MPM® RMP®
Maine, New Hampshire, Vermont, Massachusetts,
Rhode Island, Connecticut, New York, Pennsylvania,
New Jersey, Delaware, Maryland, Washington DC,
Ohio, West Virginia.
South Central: Bart Sturzl, MPM® RMP®
Kansas, Oklahoma, Texas, Missouri, Arkansas,
Louisiana.
Southeast: Traci Lewis VanCamp, MPM® RMP®
Virginia, North Carolina, South Carolina, Georgia,
Florida, Kentucky, Tennessee, Alabama, Mississippi.
2014
Continued from page 18 “HOW”
work on getting a few easy things implemented first to
give you momentum. How good would it feel to look
back and see that you took two or three things off of
your list? Numbering should be limited and constantly
narrowed down. Having a list of 25 ideas is much more
daunting than two or three ideas. If you get stuck on
an idea, seek advice. Knock out the top three things
on your list. Then renumber them all and do the same
again. These top three don’t have to be the hardest
things. Make them the easiest things to help narrow
down your list.
Put the Ideas Into Place – Once you have the ideas
prioritized, take it a step further and simplify what it will
take to put an idea into place. Write out the specified
and implied tasks for getting that idea accomplished.
Put the necessary steps into motion for larger projects
as soon as you can. For example, it would take much
longer to implement a new software program than a
new tenant fee. The fee can be put into place with just
a small bit of paperwork. A specified task to implement
the new idea would be the concrete steps to get that
idea into motion. An implied task would be having the
pen and paper to write the idea down.
Set Goals – Take that idea and implement it with
your envisioned end state in mind. If your goal is to
improve on one part of your business, such as revenue
generation, break that down to several small steps with
a larger goal at the end. For example, I want to increase
our annual revenue by $25,000. Break this down into
what that really means. How many new properties
added to your portfolio does that equal? Is that an
increase in your fees? Is that a decrease in your staff or
overhead? With the goal in mind, it will highlight the
path you want to be on with the steps needed to get
there. Consider this to be a form of reverse planning.
Find a Project Manager – With prioritized ideas
in hand, seek out a staff member in your office to be
your project manager. Assign that person your project,
give them your intent, and put them on a deadline.
Between the two of you, ideas and solutions can be
exchanged to perfect the idea for fastest implementation. This also empowers your staff members and
enhances their sense of ownership, making you look
like a great leader by simple delegation.
Audit – Once your goals are set and the steps to
achieve those goals are put into motion, you must make
spot checks on the progress. Make concrete plans to
review the potential effectiveness of your ideas at timed
intervals. One week – One year – whatever increments
best measure your goal path. Be sure to record this for
easy retrieval. Not all ideas are giant improvements.
If something is not working for your business in your
market, you should have a safety net timeline to review
and decide if another option is needed.
By following a few of these techniques and feeling
prepared, your effectiveness on implementing possible improvements will begin to materialize. This
will answer the question of HOW you get better! To
put this into a term I use a lot – the key in managing
single-family homes is to find the right tenant. It’s easy
to say, but tougher to complete. It leads into the next
question of HOW do you do that? With that question
buzzing around your head, we all have our ideas on
HOW to find the right tenant…just make sure the
answers to that question are fully implemented in your
business! 
This will answer the
question of HOW you
get better! To put this
into a term I use a lot
– the key in managing
single-family homes is
to find the right tenant.
Chapter Spotlight
Shedd in g s o me li gh t o n t he e xc el l en t NARPM ® c h apters across t he u nited states
Triangle Chapter
Debbie Henry, RMP®, has
been in the property management business for 30 years.
Henry Property Management
has an outstanding reputation in the Wake County,
NC area and beyond. They
have a fully-staffed office with
over 100 years of combined
experience. Debbie’s accomplishments include being a
graduate of North Carolina
State University with a Bachelor of Science in Microbiology, a Real Estate Broker
since 1983, the first RMP®
in Wake County to earn this
designation, President of
Triangle Chapter, President
and founding member of
the Property Management
Council, a member of the
North Carolina Association of
Realtors®, a member of the
Property Management Division of NCAR, and a member
of the Raleigh Regional
Association of Realtors®.
She was appointed by the
Town of Cary to the Citizen
Issue Review Commission,
is a graduate of the Town of
Cary School of Government
in 2011, and is a member of
the Cary Chamber of Commerce.
Although 2014 is only our second year as a
NARPM® Chapter, we have had a full calendar.
Our first class was rescheduled three times due to
inclement weather. Our speaker, Kit Garren, MPM®
RMP®, was trying to drive in from the North Carolina
mountains and it seemed as if we had weekly snow
or ice storms. Eventually, we managed to have Kit
not only teach a class in the snow, but come back in
May to teach another class.
PMC & NARPM® Merge
Beginning in January of 2014, the Property Management Council (PMC) of the Raleigh Board of
Realtors® merged with the Triangle Chapter of
NARPM®. This has been a win-win for both organizations. The Triangle Chapter has use of all facilities
at the Raleigh Regional Board of Realtors® and the
Realtors® have the opportunity to hear national
speakers. Our meetings have included speakers from
Legal Shield, Fourandhalf, NC Housing Authority and
Brownlee Law Firm. Several members from PMC
have joined our chapter.
Education
The Triangle Chapter sponsored two classes in
2014. Our first class was Habitability Standards &
Maintenance on February 13 and our second class
was Personnel Procedures Advanced on May 15.
Students attending these classes are candidates for
either their MPM® or RMP® designation. We were
fortunate to have both classes taught by Kit Garren,
MPM® RMP®. Kit brought his enthusiasm and his
love of NARPM® to each class.
Designations
The Triangle Chapter is committed to advancing
our professional skills in the property management
industry. We have one MPM® candidate and six
RMP® candidates. One of our current RMP® candidates was awarded the CSS® designation last year
and decided to continue to work toward her RMP®
designation.
Property Management Expo
and Vendor Fair
On September 23, 2014, our chapter will host a
Property Management Expo and Vendor Fair. We
have invited vendors from across the county to join
us. John Bradford, MPM® RMP®, will be our opening
speaker and Melissa Prandi, MPM® RMP®, will be
our closing speaker. We will have an expert panel of
North Carolina Landlord-Tenant attorneys answering
legal questions posed by our attendees. We welcome everyone to join us on September 23, 2014 in
Cary, NC.
our chapter
Our members are enthusiastic and committed
to helping the Triangle Chapter grow. It has been
a privilege to lead this dedicated organization this
year, and I am looking forward to what 2015 holds
in store for us! 
Designation Classes
Dem o n st r at e t h at yo u h av e e x pert kn owl ed ge a b o u t re siden t i a l pro pert y m a n agemen t
DATELocation CLASS
Interested in
Sponsoring?
Opportunities are
available to Chapters
that would like to
further educate
their members and
increase their Chapter
funds. However, it
takes time to plan
a class so give your
Chapter five to six
month’s lead-time if
you wish to sponsor.
8/19/2014
8/19/2014
8/21/2014
9/13/2014
9/13/2014
9/15/2014
9/16/2014
9/18/2014
9/18/2014
10/20/2014
10/20/2014
10/21/2014
10/21/2014
10/22/2014
11/12/2014
San Jose, CA
Orlando, FL
Jacksonville, FL
Melbourne, FL
Melbourne, FL
Nashville, TN
Nashville, TN
Roswell, GA
Forth Worth, TX
Minneapolis, MN
Minneapolis, MN
Minneapolis, MN
Minneapolis, MN
Minneapolis, MN
Tucson, AZ
1. Mail form below to
NARPM®, 638 Independence Parkway,
Suite 100, Chesapeake, VA 23320.
Online Designation Courses are now available
through OMG Distance Learning. For information
and/or to enroll visit www.narpm.org/education.
Fees (subject to change)
⑥hour
NARPM® 101
Member
Non-member
Retake
RMP®/MPM®
Candidate
③hour Ethics
Member
Non-member
$195
$295
$75
$100
$180
3. Online registration
is also available
through Internet
Member Services at
www.narpm.org.
Name _______________________________________________________________
Early Registration*
$99
$99
$99
$99
$99
Company _____________________________________________________________
Registration
Phone ________________________________ Fax ___________________________
Address ______________________________________________________________
City/ST/Zip ___________________________________________________________
Email
$99
$99
$99
$99
$99
_______________________________________________________________
Register for Classes
Name of Class
Class Date
Cost
___________________________________ _________________ $ ________
$45
$95
$45
$95
___________________________________ _________________ $ ________
___________________________________ _________________ $ ________
Total $ ________
Method of Payment
Course Information
•
•
2. Fax your form with
credit card payment
to 866-466-2776.
Please do not mail
the original.
$250
$350
$150
$150
$250
*To receive the early registration price, payment must be postmarked,
faxed or emailed 30 days prior to the class.
•
Raymond Scarabosio, MPM® RMP®
Betsy Morgan, MPM® RMP®
Brian Birdy, MPM® RMP®
Fred Thompson, MPM® RMP®
Robert Locke, MPM® RMP®
Kit Garren, MPM® RMP®
Vickie Gaskill, MPM® RMP®
Betty Fletcher, MPM® RMP®
Robert Locke MPM® RMP®
Vickie Gaskill, MPM® RMP®
Peter Meer, MPM® RMP®
⑥hour Course Early Registration* Registration
Member
Non-member
Retake
RMP®/MPM®
Candidate
INSTRUCTOR
Risk Management Advanced
Owner/Client Relations Essentials
Office Operations
Ethics
Owner/Client Relations Advanced
Owner/Client Relations Advanced
Personnel Procedures Essentials
Marketing
Habitability
NARPM® 101
Risk Management Advanced
Ethics
Tenancy
Course flyers containing additional information may be
downloaded from www.narpm.org/education/schedules.html.
All materials will be given to students on the day of the class.
Attendees required to make their individual hotel reservations.
Cancellation Policy
Cancellations must be received in writing. If cancellation notice is
received at least 30 days prior to the class, a full refund will be issued
less a $25 processing fee. If cancellation notice is received less than
30 days before the class, a 50% refund will be issued. No refunds will
be made on the day of the class; however, the registration fee can be
applied to a later class with a $25 transfer fee.
If NARPM® cancels the course because minimum registrations have
not been met or for any other reason, then tuition paid will be fully
refundable. All courses are subject to cancellation by NARPM®.
o I have enclosed a check for $ __________ Check # _______________________
o Please charge my credit card in the amount of $ _________________________
o Visa o MasterCard o Discover o American Express
Name of Cardholder ___________________________________________
Signature _____________________________________________________
I authorize NARPM® to charge my credit card.
All information below this line will be shredded
Card Number ______________________________ Exp. Date _______ Sec. Code _______
Membership Growth
A wa rm welc o me to a ll t he ne w memb er s wh o j o ined fro m M ay 30 - J u ne 25, 2014
Professional
Members
Arizona
Mark Carvalho
Carvalho Real Estate, Inc.
Mesa, AZ
480-854-9000
Richard Hoey
Active Renter
Phoenix, AZ
602-635-1063
California
Mario Banuelos
AZARI Property
Management
San Francisco, CA
415-772-1977
James Breitenstein
Landsmith Real Estate, Inc.
San Francisco, CA
650-328-4663
Perry Harmon, Jr.
All County Bay Area
Property Management
Berkeley, CA
510-725-4106
Robert Matilla
Property Management, Inc.
Temecula, CA
951-302-1983
Tanya D. Roman
Cornerstone Property
Management
San Jose, CA
408-377-3000
Colorado
Charles G. D’Alessio III
Synergy Realty Group, Inc.
Colorado Springs, CO
719-418-5001
Jeffrey L. Nester
Nester Property
Management
Colorado Springs, CO
719-380-7300
Daren Roberts
New Age Real Estate, LLC
Englewood, CO
303-800-1670
Florida
David Branham
Davidson Property
Management
St. Augustine, FL
904-484-2170
Amy Buker
Main Street Properties, Inc.
Pensacola, FL
850-912-4123
Jose L. Chow
OMG Realty & Management of Florida, LLC
Kissimmee, FL
407-483-7811
Haviv Cohen
Zelco Management Group
Delray Beach, FL
561-451-5455
Sandra DeAngelis
RocknHomes Real
Estate, Inc.
Jacksonville, FL
904-425-6694
Darcie Englert
Realty Group
Specialists, LLC
Oviedo, FL
321-244-0408
James M. Garcia, Sr.
Vintage Real Estate Services
Brandon, FL
813-684-0001
Elaine Gary
BlueWater Realty Group
Crawfordville, FL
850-926-8777
Daniel A. Gurzi
Elite Property Management
Jacksonville, FL
904-220-8009
Ronald P. Harris
Harris Realty Partners, LLC
Jacksonville, FL
904-509-2838
Take the
time to
welcome a
new member.
Diann Haubner
Lou Haubner Realty, Inc.
Apopka, FL
407-886-8010
John Jackiewicz
Weichert Realtors®
Crown Properties
Saint Augustine, FL
904-770-4663
Betty Kinyon
The Kinyon Team, LLC
Jacksonville, FL
904-781-3085
Al Knoepfel
Turnkey Property
Service, LLC
Jacksonville, FL
904-384-2970
David Longobardo
Chaplin Williams Rentals
Amelia Island, FL
904-261-0604
Barbara Lynn
Action First Realty, LLC
Jacksonville, FL
904-463-3855
George Mackoul
Mackoul Rentals
Jacksonville, FL
904-396-5208
Thomas J. May
Keller Williams
Tampa Central
Tampa, FL
813-865-0706
Nelson Ortega
Nelson Ortega
Jacksonville, FL
904-900-4766
Patricia Perkins
Perkins Realty
Fleming Island, FL
904-278-7779
Edwin Ramos
Allegiant Management
Group
Kissimmee, FL
407-557-3164
Wendy Rodgers
Planet Realty &
Management
Jacksonville, FL
904-425-7253
Alex Roman
Arrico Realty & Property
Management
Brandon, FL
813-662-9363
Laura Schuette
Sunshine Rentals &
Property Management
Cape Coral, FL
239-541-5570
John C. Snyder
Turnage Realty Company
Jacksonville, FL
904-381-8199
Mike Stetson
JWB Property Management
Jacksonville, FL
904-755-7777
Chase Strickland
The Strickland
Jacksonville Beach, FL
904-372-7300
Anne Texier-Fabri
Global Keystone
Realty, Inc.
Orlando, FL
757-473-9700
Greg M. Traub
Complete Florida Realty
Orlando, FL
407-545-6188
Ruben Triana
DART Properties
Grand Island, FL
352-250-1071
Cary D. Wilkinson
Advantage Enterprises
Orange Park, FL
904-269-9488
Debra L. Wingo
The Selby Group
Flagler Beach, FL
386-439-3159
Georgia
Robert J. Wilson IV
PMI of Metro Atlanta
Atlanta, GA
855-757-6463
Hawaii
Angie Ho
Angie Ho Realty
Honolulu, HI
808-531-0233
Sheryl J. Messamer
Woodstock Properties, Inc.
Aiea, HI
808-488-1588
April L. Tauzin
Woodstock Properties, Inc.
Aiea, HI
808-488-1588
Maryland
Bobby Kandhari
Pioneer Enterprises, LLC
Bailtimore, MD
410-354-1111
Massachusetts
Thomas Maloof
PMI Property Services
Boston Metro
Saugus, MA
781-231-3333
Missouri
Ken Logan
Results Real Estate
Services, LLC
Blue Spring, MO
816-228-9667
Joseph V. Ord
AMOSO Properties
St. Louis, MO
314-669-2522
Nevada
Michael Clark
Trans-Action Realty
Reno, NV
775-284-1313
Earn yourself
Ambassador
Points.
See page 30.
Melissa L. Fore
New West Property
Management
Las Vegas, NV
702-362-8099
Tami L. Christopher
iMAT Property
Management Group, Inc.
Humble, TX
713-569-0453
Ashley Hawks
Black & Cherry
Real Estate Group
Henderson, NV
702-795-4663
Kevin Macicek
Area Texas Realty &
Management, LLC
Houston, TX
713-972-1222
Anna M. Hensley
Black & Cherry
Real Estate Group
Henderson, NV
702-795-4663
Frida I. Mack
FirstService
Residential Realty
Austin, TX
512-605-9713
Cassandra A. Mor
The Mor Group
Las Vegas, NV
702-501-1085
Nathan Stevens
Dallas PMI
McKinney, TX
214-477-8528
Adria L. Sweifach
Trans-Action Realty
Reno, NV
775-284-1313
Katherine J. Teeter
Waterhouse Realty
Hutto, TX
512-635-0598
New Mexico
Sarah M. Rich
GDR Property
Management, LLC
Albuquerque, NM
505-883-7070
Oregon
Patricia L. Dougherty
Lighthouse Property
Management
Tillamook, OR
503-842-7368
Victor E. Vazquez
RE/MAX Trinity
Fort Worth, TX
817-870-1600
Tommy Vela
Magnolia Rentals
McAllen, TX
956-630-4225
Barbara S. McKenzie
Coldwell Banker McKenzie
Bainbridge Island, WA
206-842-1733
Jay Young
Real Property Associates
Seattle, WA
206-523-0300
Affiliate Members
California
Todd Callow
realtor.com® rentals
San Jose, CA
800-978-7368
Timothy Manson
Property Connect, Inc.
San Francisco, CA
415-633-8801
Brandi Thompson
HG Long & Associates/
Fast Eviction Service
San Bernardino, CA
909-889-2000
support staff Members
florida
Alain Gonzalez
Webperties.com
Miami, FL
305-501-4774
Georgia
Prentice Walker
PLW & Associates
Conyers, GA
770-761-2111
New York
Jonathan Seigel
First Key Lending
New York, NY
917-626-4671
Jenna Weinerman
Updater
New York, NY
856-261-1977
Ohio
Casey Shaulis
BuilderLogs
N. Canton, OH
330-896-8819
California
Kelly Peterson
SCV Leasing, Inc.
Valencia, CA
661-294-8500
Florida
James Clark
Capstone Building &
Maintenance/BHHS
Trinity, FL
727-847-6556
Hawaii
Anastacia C. Abellera
Clark Realty Corporation
Kailua-Kona, HI
808-329-5300
Kansas
Carrie Meehan
Home Rental Services, Inc.
Leawood, KS
913-469-6633
Texas
Rebecca Winkelmann
Terra Residential Services,
CRMC®
Houston, TX
713-895-9966
John S. Walton, Jr.
Century 21 John Walton
Realtors®
Lubbock, TX
806-793-8111
Spenser Kuroda
Oregon Oak Property
Management
Beaverton, OR
503-828-8729
Dorothy J. Wanko
Wanko Property
Management
Spring, TX
281-655-8008
Pennsylvania
Melanie A. Brewer
Westminster Place
Partnership
Erie, PA
814-833-8900
Virginia
Mike Ragen
NOVA Leasing and
Management, LLC
Springfield, VA
703-642-3380
Trent L. Stauffer
Bold Property
Management
West Reading, PA
484-651-1055
Geoff Schwartzman
SGS Property
Management, LLC
Falls Church, VA
703-915-8284
South Carolina
Debra E. Abraham
The Space Company
Charleston, SC
843-577-2676
Washington
Kristin Gill
Windermere Property
Management Eastside
Bellevue, WA
425-455-5515
Texas
Salman Ashraf
Ashrock Realty
Round Rock, TX
512-814-6570
Thi A. Huynh
North Gold Realty, Inc.
Seattle, WA
206-456-6318
Training customized to your
needs with results you can
measure.
TO FIND OUT MORE ABOUT CUSTOMIZED TRAINING OPTIONS
CONTACT ONE OF OUR SOLUTIONS SPECIALISTS.
Your Property Management Solution of Choice.
800.562.0661 • info @propertyboss.com • www.propertyboss.com
NARPM® Affiliate Members
Advertising
Trulia.com
Banking and Financial
California Bank & Trust
First Citizens Bank
IRA Innovations
Seacoast Commerce Bank
other BUSINESS PRODUCTS AND SERVICES
AJ Thomas Insurance Services
All County Franchise Corp.
AMRE Solutions
A R Recovery Solutions of Hawaii
ATI, American Technologies, Inc.
Avenue West Global Franchise
B2R Finance, New York
B2R Finance, Charlotte
Belfor Property Restoration
Biocide Systems
Brilliant! Decor
Burns Pest Elimination
Buy Calls, LLC, DBA: Ralarm
Capital K9 Pest Solutions
Carrington Property Services
Cbeyond, Inc.
Centex House Leveling
CORT
Co-Signer.com
Dennick Inspections
Diversified Employee Benefit
East Coast Public Adjuster TX
E Z Track It
First American Home
Buyers Protection
First Key Lending
Floor Coverings International
Flooring Resources, Inc.
For Rent By Owner
Frontline Processing Corporation
Fundamental REO, LLC
Future Focus Utilities
Get The Lead Out, LLC
Global Grid Marketing Essential Service Providers
Hart & Associates Tax
Consulting and Preparation
Services
HMS Home Warranty
Ideal Applications, LLC
Impact Management &
Consulting, LLC
Integra Global Solutions Corp.
Ireviloution Intelligence
Jasper Air
Karmaboxx, LLC
Kent Security
KIDDE
LandlordSource
Morningstar Credit Ratings
Mutual of Omaha Bank
National Real Estate
Insurance Group
New Empire Group
Nitro Mobile Solutions, LLC
Nu-Set Lock
OFIC North America, Inc.
OPTIONS
Partners E&O Insurance
Services, Inc.
PATLive
PayLease, Inc.
PayNearMe
Peace of Mind Florida
Peachtree Business Products
Pest Control Solutions
Phillip Gira Insurance
PLW & Associates
PropertyManagementPros.com
Property Reports On Sight
(PROS)
Ram Jack Systems Distribution
Real Property Management
Renter Resume
Renters Legal Liability
Renters Warehouse, USA
Rently.com
RentPayment
Rent Recovery, LLC
Restoration Industry Association
Royal Cleaning
Rubbish Works
Sage Financial Logistics, LLC
Scent Tek
SERVPRO North Arlington
Snap Junk Removal
Southwest Recovery Services
Steady Pay Payment Solutions
The Diamond Group
The Landlord Academy
The Mahoney Group,
DBA: Southwest Real Estate
Purchasing Group
The RRD (formerly The Rent
Rite Directory)
The Sherwin-Williams
Company
Tom Baumann Enterprises, Inc.
Top Gun Restoration
TWG Insurance
U. S. Liability Insurance Co.
Utah Apartment Association
Venturi Clean
Zelman & Associates
Insurance
Aon Rent Protect
CSE Insurance
DiGerolamo Family Insurance
First American RMS
JGS Insurance
Johnson Agency
Mobile Insurance Agency
Travelers
Unitrin Direct Preferred
Insurance
INTERNET TOOLS/
MARKETING
Akaydia.com
All Property Management
Apartment Ratings
Business Rating and Reviews
CheckYourLandlord.com
Community Buying Group
COZY
DocuSign, Inc.
Elite Team Technologies, Inc.
DBA: Rental Zoom
EVA Property, LLC
Fourandhalf.com
FreeRentalSite.com
Go Section 8
HERO PM
Homes.com
HomeTownRent.com
Hotpads.com
Houserie.com
HousingManager.com
iManageRent, Inc.
Inspect and Cloud
Manage My Property
MMM Limited
MYOWNREALESTATE.COM
Planet Synergy, Inc.
Pointwide.com
Property Connect, Inc.
Property Management
Professionals, Inc.
(rentUSAnow.com)
Property Management Traffic
Property Solutions Intl.
Propertyware, Inc.
Providence Management &
Investments
RageRent
RealRentals.com
realtor.com® rentals
Rent.com
Rent2Buy America, LLC
RentMetrics
Rental Source
RentalHomesPlus
Rentalhunt.com
Rentals.com
Rentbits Homes
Rentfeeder, Inc.
Rentler.com
Rentometer, Inc.
Runzheimer International, Ltd.
ShowMojo, LLC
TAX99.COM
Virtually Incredible
WalkThruInspections.com
Webperties.com
Xpress-pay.com
YoGrow Marketing
Zillow, Inc.
Legal services
Aggressive Legal Services
Amco Financial Services
Barker Martin, P.S.
Boltz Law
Brownlee Law Firm, PLLC
Community Association
Law Group
HG Long & Associates/
Fast Eviction Service
Judith B. Wolk, LLC
Kovitz Shifrin Nesbit
Law Offices of Heist, Weisse
& Davis, PA
Law Office of Daniela Pavone
Law Office of Lawrence Jaffe
Legal Shield
Provizer & Phillips, PC
Sheridan Clark, LLP
Smith Knowles, PC
Stein Law, PC
U S Collections, West, Inc.
MAINTENANCE
Accountable Plumbing &
Rooter
Alarm Compliance USA, Inc.
Alpha Pest Control, Inc.
Bedbug Thermal Solutions
BehrPro: Behr & Kilz Paint
& Primers
Belfor Property Restoration
Cheyenne Corporation
DBA: AAA Action Painting
CitruSolution of
Middle Tennessee
Crime Clean of Texas, Inc.
Custom Home &
Commercial Accessories
Detector Inspector
Disaster One, Inc.
Elite Restoration, LLC
Empire Today, LLC
Extreme Landscape &
Management
Impact Management &
Consulting, LLC
Inspection Experts, Inc. (IEI)
KYS Construction, LLC
MFS Supply
Mr. Rekey Locksmith Services
MSN Construction and
Management Corporation
NightTenders, Inc.
Orkin, Inc.
Propertyware, Inc.
Property Pal
PuroClean Property Restoration
Quanex Building Products
Corporation
Queenaire Technologies, Inc.
R.E.O. Flooring Solutions
Roof Brokers, Inc.
ServiceMaster Cleaning
& Restauration
SERVPRO North Arlington
SERVPRO of Alexandria
Sherwin-Williams Company
Smoke Alarm Solutions
Spartan Plumbing
Universal Restoration Services
US Aqua Vac, Inc.
SOFTWARE
AppFolio, Inc.
BoostPM, Inc.
BuilderLogs
BuildingLink.com, LLC
Buildium
Buyer Acquire
ClubLocal
eRent Payment
Happy Inspector, Inc.
HERO PM
HOA Management.com, Inc.
In The Field Technologies
Inspect and Cloud
Mobile Property Management
MYOWNREALESTATE.COM
National Real Estate
Education, LLC
Planet Synergy, Inc.
PROMAS Landlord
Software Center
Property Manager Websites
PropertyBoss Solutions, LLC
Propertyware, Inc.
Rent Manager
Rental Property Acct. Services
Rentec Direct, LLC
RentJuice
Simple Inspector
TReXGlobal.com
Updater
Yardi Systems
TENANT SCREENING
AAA Screening Service
ACRAnet
ACUTRAQ
ACUTRAQ Background
Screening
Alliance 2020
Background Info USA
Beacon Background
Screening Services, LLC
Certified Tenant Screening
Choice Data, Inc.
Clear Screening
Contemporary Information Corp.
CoreLogic SafeRent
Credit Investigators, Inc.
Data Verification Services, Inc.
Experian North America
Expert Screenings
ezLandlordForms, LLC
Frontline Commerce Solutions
Houserie.com
Investigative Screening
Landlordstation.com
LexisNexis Resident Screening
Microbilt
MOCO, Inc.
National Tenant Network, Inc.
National Tenant Screening
Services, a division of Verification
Consultants, Inc.
Orca Information, Inc.
RageRent
Rapid Credit Reports
Rate Tenants.com
Reliable Background Screening
Rental History Reports
Resident Research
Resolve Partners, LLC
SARMA
Scott Roberts & Associates, LLC
StarPoint Screening
Tenant Screening USA
Trans Union Rental
Screening Solutions
TVS Tenant Verification
Service, Inc.
US Real Estate Investors Assoc.
Western Reporting, Inc.
Current Designation Candidates
RMP® CANDIDACY
Melanie Adrian
Raul Aleman
Alana Alger
Shelley Alterman
Christian Amacker
Joseph Amatangelo
Jennifer Bajema
Ronda Banks
Tom Barron
Evlyn Berge
Devin Bewley
Lindsey Blackburn
Scott Bolin
Jason Born
Aaron Bosshardt
Kaye Bradford
Ned Brandenberger
Nicole Brown
Tammy Bryant
Richard Burton
Melanie Butler
Jaime Caballero
Elias Camhi
Terri Clair
Barbara Clark
Derek Clark
Marcia Clemendor
Laura Cleyman
Danielle Coke
Michael Collins
Robert Collins
Sanford Collins
Christopher Cossitor
Daniel Craney
Joanie Cullity
Denise Day
Kendra Dazey
BJ Deal
Deborah Deckard
Joe Deulloa
Ronald Dickerson
Chris Dougal
Charlene Dufresne
John M. Durham
Evey Edwards
Rich Elias
Jason Evans
Jennifer Evans
Lisa Fairlie
Jackelyne Ferreira
Patricia Ferrier
Robert J. Ferrier
Curt Fluegel
Michelle Fox
Thad Gantt
John Garcia
Barry Garner
Thomas Gaspari
Mike Giallanza
J. Mario Gonzalez
Larry Gray
Sherry Hallmark
Joe Haney
Colleen Harding
John Hashem
Desiree Hastey
Marshall Henson
Ron Herdt
Bryan Jenkins
Ben Kincel
Lindsey Kinzer
Stephen Kitrell
Gary Knippa
Leola Lamb
Joelle Larson
Matthew Ledingham
Melanie Ledingham
Dandan Lee
Chris Littleton
Shelly Longoria
Tina Lopez
Shon Lorg
Chris Lundstrom
Nola Lusk
Nancy Marks
William Martin
Dax Marutzky
Andrea Mayer
Sherri Mayes
Melissa McCall Owen
Jason McGuire
Stacey McKay
Keefe McSweeney
Nickolas Meer
Kristine Mendez
Patricia Middleton
Denny Miller
Cindy Minion
Tatiana Montez
Lois Moore
Thomas Neal
Christina Nelson
Francisco Nieves-Taranto
Jennifer Noland
Michele Odems
Rebecca Panacci
Kristy Paredes
Luana Patterson
Nichole Peterman
Jana Pickett
Dora Pinter
Mary Pinto
Ellen Purdy
Gaston Reboredo
Maily Roberts-Jacobs
Suzanne Rodini-Silverburg
Dena Rodrigues
Michele Rogers
Tressa Rossi
John Rudulph
Mindy Russell
Sherri Russell
Debbie Sanderson
Lisa Saunders
Christine Savoie
Hensley Scott
Steve Shugarts
Alisha Sill
Bonnye Sirk
Annette Slater
Christy Smith
Ronnah Stabenow
Kyle Stephenson
Charlotte Stewart
David Swaim
Phyllis Sweazy
Erlin Taylor
Cynthia Thomas
Lola Traylor
Amanda Trent
Chris Turner
Russ VandenToorn
Timothy VandenToorn
Eric Wetherington
Jennifer Whaley
Jamie Williams
Jamie L. Williams
Misty Withers
Trevor Wood
Ann Yueh
MPM® CANDIDACY
Eric Bessett, RMP®
Angela Brinkley-Morris, RMP®
Sherrie Featherly, RMP®
Kathleen Gaspari, RMP®
Bob Gunson, RMP®
Danny Harlow, RMP®
Debbie Henry, RMP®
Trudy Hoff, RMP®
Kirk McGary, RMP®
Jock McNeill, RMP®
Deanna Hansen, RMP®
Primrose Leong-Nakamoto, RMP®
Leesa Rispoli, RMP®
Sherri Russell, RMP®
Mary Sheffield, RMP®
Ron Wills, RMP®
Megan Zellers, RMP®
CSS® CANDIDACY
Cameron Bither
Oralia Bustos
Barbara Dull
Christen Escobedo
David Kane
Shannon Morgan
Jennifer Rhoads
Dezaray Riley
Marcie Turner
CMC CERTIFICATION
Tara Pecora
CRMC® Candidates
Dodson Property Management, Dennis Dodson, MPM® RMP®
GDAA Property Management, Greg Doering, MPM® RMP®
Hampton & Hampton Management & Leasing,
Kim Meredith-Hampton, MPM® RMP®
Real-Time Leasing, LLC, Deborah Newell, MPM® RMP®
Sulthar Properties, LLC, Mohamed Sulthar, MPM® RMP®
Specialized Property Management, Inc., Tony Sims, MPM® RMP®
Ambassador Program
E arn rewards and ac hieve amb assador stat u s for referring new N A RPM ® memb ers
Who better to spread the word of the benefits of NARPM® than its
members? To achieve Ambassador status, you must refer five new
members in one year. You will then receive an award certificate* and
a $200 NARPM® credit that can be used toward your annual dues,
upcoming events, education classes, and more! You can earn multiple
award certificates in a 12-month period, so be sure you continue
referring new members, even after you have achieved Ambassador
status.
1.Contact NARPM® National for membership application brochures.
Upon request, National can mail the application directly to the
prospective member.
2.The 12-month period to obtain five new members starts the day
the first application is processed.
3.When the fifth application is received, an award certificate* will
be issued and dated. A $200 NARPM® credit will also be issued.
*Certificates are non-transferable.
2014 Ambassadors
Shelley Alterman
Gregg Birdy, RMP®
Mike Collins
Dennis K. Dodson, II, MPM® RMP®
J. Mario Gonzalez
Don Hendricks, RMP®
Jennifer Herman
Mark Kreditor, MPM® RMP®
Glenn D. Lehman
Donna Littleton
Denny Miller
Maria Napolitano, RMP®
Dawn Ostovich, RMP®
Lisa Saunders
Lynn Sedlack, MPM® RMP®
Jennifer Stoops, RMP®
Sandra Thomas, RMP®
Traci Lewis VanCamp, MPM® RMP®
May 30 - June 25, 2014
Referring Member
Shelley Alterman
Shelley Alterman
Shelley Alterman
Shelley Alterman
Shelley Alterman
Paul Arrington, MPM® RMP® Brad Bonnifield
Mike Collins
Mike Collins
Mike Collins
Mike Collins
Mike Collins
Dodi D’Alessio
Lori Gill
J. Mario Gonzalez
J. Mario Gonzalez
J. Mario Gonzalez
J. Mario Gonzalez
J. Mario Gonzalez
Shelby Heinemann
Alan Lam, R
Debbie Lewis
New member
Betty Kinyon
Nelson Ortega
John Snyder
Chase Strickland
Cary Wilkinson
Alex Roman
Tanya Roman
Sandra DeAngelis
Daniel Gurzi
Al Knoepfel
David Longobardo
Barbara Lynn
Charles D’Alessio
Kristin Gill
RonaldHarris
John Jackiewicz
George Mackoul
Wendy Rodgers
Debra Wingo
David Branham
Angie Ho
Elaine Gary
Referring Member
Barbara McMasters, RMP® Kandy Meehan, RMP® Betsy Morgan, MPM® RMP® Maria Napolitano, RMP® Maria Napolitano, RMP® Kathy Odell
Dawn Ostovich, RMP®
Dawn Ostovich, RMP® Dawn Ostovich, RMP® Dawn Ostovich, RMP® Orlando Perez
Craig Richey
Mindy Russell
David Sigler
Jennifer Steward
Renata Stinson
Luke Street
Dusty Woodstock, RMP® Dusty Woodstock, RMP® How can 5=200?
All the information you need
is at http://www.narpm.org/
join/ or you can scan the
QR code at right with your
smartphone or tablet using a
QR code reader app.
Data:
New member
Victor Vazquez
Carrie Meehan
James Clark
Darcie Englert
Edwin Ramos
Barbara McKenzie
Diann Haubner
Jose Chow
Anne Texier-Fabri
Ruben Triana
Greg Traub
Mike Ragen
Kelly Peterson
James Garcia
Rebecca Winkelmann
Debra Abraham
Amy Buker
Ashley Hawks
Anna Hensley
Sheryl Messamer
April Tauzin
ECC:
BENCHMARK
Size:
h
NARPM®
638 Independence Parkway, Suite 100
Chesapeake, VA 23320

RESIDENTIALResource

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