bay state apartment owner 2q 2013

SECOND QUARTER 2013

DO YOU HAVE THE RIGHTCHEMISTRYON YOUR TEAM?

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The Offical Magazine of the Rental Housing Association (RHA), a division of the Greater Boston Real Estate Board and an affiliate of the National Apartment Association

www.naahq.org

COVER

Do You Have the Right Chemistry on Your Team? 08

Bay State Apartment Owner is the official publication of the Rental Housing Association. ©2013 The Warren Group Inc. and the Rental Housing Association. All rights reserved. The Warren Group is a trademark of The Warren Group Inc. No part of this publication may be reproduced in any manner without the express written consent of the publisher.

A division of the Greater Boston Real Estate Board One Center Plaza, Mezzanine Level Boston, MA 02108 Phone: 617-423-8700 Fax: 617-338-2600

RHA Officers President: Lynn Bora President Elect: Joseph E. McPhee Jr. Vice-President: Gilbert Winn Secretary: Sarah Mathewson Executive Director: John E. Lafferty

Published By THE WARREN GROUP Creative / Production / Advertising www.thewarrengroup.com 280 Summer Street Boston, MA 02210 Phone: 617-428-5100 Fax: 617-428-5118 [email protected]

CONTENTS

President’s Message 042013 EXPO Sets Site on New Record

Executive Director’s Message 05Let it Shine

Be Smart … Be Safe 10Together, You Can Do Anything! 12RHA Calendar 13

SECOND QUARTER 2013

DO YOU HAVE THE RIGHTCHEMISTRYON YOUR TEAM?

Second Quarter 2013 • BAY STATE APARTMENT OWNER 3

4 BAY STATE APARTMENT OWNER • Second Quarter 2013

President’s MessageBY LYNN BORA

2013 EXPO Sets Sites on New RecordsThe second quarter issue of Bay

State Apartment Owner is reach-ing you just about three months

prior to the 2013 EXPO, the RHA’s multi-family conference and exposi-tion, Sept. 27 at the Hynes Convention Center. In the magazine we will pre-view the speakers and introduce you to a number of our exhibitors.

Back in 2001, the Vision Conference and Tradeshow, as it was called at that time, con-sisted of 23 exhibitors and was attended by approximately 200 in-dustry professionals. We were thrilled.

By 2012, attendance has blossomed, with 589 attendees, including

a group of 35 from Ontario, Canada. Our trade show floor has grown to 77 booths.

In 2013, we are going for the maximum that space will allow at the current venue, with a total of 90 tradeshow exhibitors, almost a four-fold growth from our first tradeshow. Morning refreshments and afternoon lunch are complimentary for all at-tendees, and you will not want to miss the prize drawings help by many of our exhibitors.

In order to ensure our exhibiting partners have a positive business ex-perience at the show, our Fall Confer-ence and Education Committees have been hard at work to attract both the volume and the quality traffic that are so important to the show’s success.

Our first speaker, Ross Bernstein, is the bestselling author of nearly 50 sports books and has appeared on thousands of television and radio pro-grams over his career, including CNN, Bloomberg, CBA This Morning, Fox News and ESPN. As an internation-

ally recognized, award-winning busi-ness speaker, Ross uses inspirational sports stories to energize and connect with his audiences, ultimately getting them to think and act more like cham-pions.

Sherre Helmer, CPM, CAPS, CAM, NALP and AIT instructor, is up next. Sherre moved up through the ranks from onsite community manager, regional property manager, vice presi-dent and director of training to start her own training and consulting firm. She also serves as an instructor at Ball State University in residential property management and was the lead subject matter expert for the most recent NALP revision. In Sherre’s session, “We Don’t Speak the Same Language,” we will learn how to improve our communica-tion and working relationship between management and maintenance.

Dick Hoyt delivers our keynote ad-dress: “Together – You Can Do Any-thing.” Dick’s son Rick uses a wheel-chair, but that has not stopped him from living a very full and amazing life. Rick, along with his father, form “Team Hoyt,” which has competed in mara-thons and triathlons around the world. Dick travels the country doing corpo-rate and community presentations, educating the public about disability awareness and promoting the Team Hoyt motto, “Yes, You Can.”

In addition to the outstanding speakers, we also have the opportunity to recognize excellence within our own membership. Both the Professional Achievement awards and the Com-munities of Excellence awards are pre-sented immediately following the key-note address. We wrap up the day with our annual closing reception, a great time to circle back with the exhibitors and network with you peers.

We are looking for great things at the EXPO, and hope you will be part of a record setting event for RHA. Be sure to visit the conference website at www.gbreb.com/rha.

I will look forward to seeing you in September. n

Lynn Bora is 2013 president of the Rental Housing Association

© 2

013

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Construction Professionals forQuality Residential Development

For more information contact Jeffrey Ellowitz / 781.272.9440 / [email protected]

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Executive Director’s MessageBY JOHN E. LAFFERTY

It is time once again for the RHA Professional Achievement and Community of Excellence Awards.

Awards will be presented on Sept. 27, 2013, immediately prior to the Keynote address at the 2013 RHA Education Conference and Expo at the Hynes Convention Center.

The Professional Achievement Award categories in-clude Leasing Con-sultant, Maintenance Mechanic, Maintenance Supervisor, On-Site Property Manager and Regional Manager. Candidates must have two or more years of in-dustry experience. Sub-missions must include a statement from the nominee’s supervisor in-

dicating why the nominee should be recognized. The nominee should also

submit a statement stating why they feel they should be recognized.

Although the call for entries lists the specific criteria for each award category, statements for all nominees should include: examples of how the nominee has shown innovation and taken initiative in the work place; acted as a mentor; made a significant contribution to the property and con-tributed to the community through volunteering and/or charitable giving; and advanced ones’ self through con-tinuing education related to the pro-fession. Nomination is open to all RHA members. A professional designation is not required to be nominated.

The Community of Excellence Awards are intentionally patterned after the National Apartment As-sociation’s Builders and Developers Paragon Awards. RHA will, upon re-quest, forward all 2013 Community of Excellence entries to NAA for their

2014 awards program. RHA recognizes five categories

of communities for submittals: New (less than five years); Five to Twenty Years; Twenty-Plus Years; Green; and Specialty (Affordable, Military or Student). Submissions are based on demonstrated service to the resident, demonstrated service to the com-munity, and financial performance against the market area. The call for entries details both the minimum submission requirements as well as the additional supporting material that will assist the judges in evaluat-ing the community.

If you have not done so already, visit the RHA website, www.gbreb.com/rha and click on the conference logo to view a copy of the 2013 call for entries. We look forward to your entry. n

John Lafferty is the executive director of the Rental Housing Association.

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In my newest series of books about why certain teams win championships in professional

sports, I was blown away by the importance of one singular met-ric that was consistently woven throughout the locker rooms and front offices of every successful organization I researched: chem-istry. Sure, talent is important, but to be successful over the long haul requires having a team of people who get along and can work together as a family.

You are constantly hiring employees to operate your busi-nesses. What criteria do you use in assembling your teams? Millen-nials, Gen Xers, Boomers – you’ve got lots of different personalities all thrown into the same pot to-gether, and it can get dicey.

In sports it’s not always about getting the best players, but rather the right players. Big differ-ence. The top coaches figure out which players get along well with others, and which ones create drama. Have any employees who create drama? As Dr. Phil likes to ask “How’s that workin’ for y’all?” Employees who cause drama will

eventually contaminate your staff. In sports they are referred to as “team cancers.” Yes, the old cli-ché rings true: one bad apple will spoil the entire barrel.

In order for you to create the right chemistry on your team, you need to get your people out of the building and onto “neutral turf.” Take them out for a team-building exercise somewhere fun (picnic, bar, bowling, etc.) and see who hangs out together. Observe who smiles and laughs and enjoys being around one another.

That’s what Scotty Bowman the winningest coach in the history of the National Hockey League, did. Scotty figured out early on in his career that friends like to pass the puck to friends. He discov-ered that when people who liked each other and cared for each other played together on the same line, they were more unselfish and even found genuine pleasure in watching their pals achieve success. He had a whole line of Russians in Detroit, and another entire line of Swedes, and need-less to say, they just clicked. In a culture steeped in individual sta-

tistics and huge egos, this is rare.A great example of a person

who completely bought into this philosophy was Wayne Gretzky. (Full disclosure, I had a gigantic man crush on No. 99 as a kid … but I digress.) Wayne was the NHL’s all-time leader in goals as well as assists, but he had twice as many assists as goals. I asked Wayne about that and he said “A goal makes one guy happy, but an assist … that makes two guys happy.” How cool is that? “The Great One” was a giver, not a taker, and that’s why he was be-loved by his teammates. He made everybody else better around him because of his selflessness. Who are the givers on your team?

Another big factor in creating chemistry on successful teams is having “plus players” on your roster. In hockey there is a little-known measurable called the plus/minus that might be the most important statistic in the game. Here’s how it works: every time you’re on the ice during a game and your team scores a goal, you’re plus-one. Every time you’re on the ice and the other

Do you have the right chemistry on your team?

BY ROSS BERSTEIN

THE CHAMPION’S CODE

The best-selling author of nearly 50 sports books, Ross Bernstein is an award-winning business speaker who helps companies and organizations around the world think and perform more like champions. Ross will be the opening keynote speaker at the annual conference in September and his program “The Champion’s Code” will get you thinking differently about how you do business. There are reasons certain teams win, consistently, whereas others don’t … and Ross will explain why.


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team scores a goal, you’re minus-one. At the end of the season if you’re plus-50, you’re a rock star and you’re going to make millions of dollars. However, at the end of the season if you’re minus-50? That means you’re a selfish one-way player who doesn’t want to sacrifice your body by playing defense – ultimately resulting in either a demotion to the minor leagues or worse yet, being cut. Ouch!

Bobby Orr, arguably the great-est defenseman of all time with the Boston Bruins, won the plus/minus crown a record six times. Six! Bobby was without a doubt the most respected player on his team because of his willingness to do the dirty work and be a two-way plus-player. Plus-players create good chemistry, build team morale, and, most importantly, they deter drama. Plus-players are infectious, in a good way. Mi-nus-players, meanwhile, are also infectious, but in a bad way. As leaders you need to identify and get rid of your minus-players. It’s not easy, but they’re dead weight

and their negativity will eventu-ally consume all of your time and energy.

Here’s the bottom line for YOUR team: you want to fill your roster with givers and plus- play-ers – people who are selfless, will-ing to come in early, stay late, and lead by example. They will have a positive and nourishing influence on the rest of your employees that will ultimately allow you to focus on profitability and customer ser-vice. And at the end of the day, isn’t that what great team chemis-try is all about?

Here are three characteristics to look for in creating chemistry for your team:

1) Get people out of the office to see which ones are friends and which ones create drama.

2) Find plus-players who are givers, not takers, and watch their infectious enthusiasm permeate throughout your or-ganization.

3) Remember, it’s not always about getting the best players, but rather the right players. n

10 BAY STATE APARTMENT OWNER • Second Quarter 201310 BAY STATE APARTMENT OWNER • Second Quarter 201310 BAY STATE APARTMENT OWNER • Second Quarter 2013

Unfortunately, we are living in an increasingly violent world. Nearly 2 million

American workers report having been victims of workplace violence each year. Last year this hit close to home for me. Three employees – a manager, an assistant manager and service manager – were shot at

an apart-ment com-munity located on the northeast side of In-dianapo-lis. It is a

nice neighborhood. I grew up just blocks from the property and had worked with and trained all three. The assistant manager did not sur-vive.

Are you following these 10 smart practices?

Have a sign posted that says: “Thank you for understanding we do not accept cash.” Do you require prospects and residents to pay with check, money order, cashier’s check or credit card? Eliminating cash from the office reduces the op-portunity for theft or a robbery.

Place updated emergency numbers by the telephone or, bet-ter yet, consider adding the police number or 911 on speed dial. The management company of the apart-ment community where the shoot-ings occurred installed an elec-tronic alert button. By pressing the

button just once, the police were automatically called.

Practice key control. Many management companies have elected to eliminate master keys due to potential liability. If you utilize a key box for apartment keys, ensure the box is behind a locked door and the key codes are located in a separate location. One manager shared with me that she titled the key code log “Insurance Information” to further protect the codes.

Ask for valid government-is-sued photo identification prior to going on a tour with prospects. Post a sign confirming your policy. Any one taking a potential resident on tour should verify the photo looks like the prospect. Then place the actual ID in a secure location where all staff members can locate it if necessary.

Trust your instincts. If you feel uncomfortable with a prospect, take precautions. If there is another co-worker in the office, explain that they are in training and will be going along to observe you. Never get into a car with a prospect. If you are working alone, contact a service team member using a pre-deter-mined code such as, “The lock to apartment number 101 B has been sticking. Can you meet me there to assist in opening so I can give a prospect a tour?” Follow your com-pany policies and discuss as a team to develop standards that work for your community.

Post written selection criteria. Discourage criminals from applying by advising applicants of your thor-ough screening practices. Criminals are like water. They seek the path of least resistance. Encourage the applicant to complete the applica-

tion in the rental office because you know who is completing the appli-cation.

Provide maintenance team members with uniforms and com-pany-issued photo ID. A uniformed employee gives the resident peace of mind, knowing that they are an employee of the apartment commu-nity. A uniform shirt and company-issued photo ID should be required particularly when “on call” after normal business hours.

Require maintenance team members to hang a tag on the door of the apartment stating “Maintenance Working Inside.” This practice eliminates a resident being startled when they arrive home with the service team member inside while completing a service request.

Follow the two-feet, six-feet rule. Crime is less likely to hap-pen if criminals feel they will be observed. Keep shrubs trimmed. Shrubs should not be higher than two feet to eliminate someone being able to hide behind. Prune tree branches that hang below six feet to increase visibility.

Conduct regular inspections.Lighting inspections should be conducted weekly at night. Keep a log of the inspection and replace light bulbs the next day. A lighting log becomes your documentation should a criminal act occur.

I urge you to evaluate your com-munity. Don’t wait until something happens. Are you doing everything you can to protect your residents, your team and yourself? n

Sherre Helmer will be present “We Don’t Speak the Same Language” at the 2013 RHA Fall Conference & Expo.

Be Smart … Be SafeBY SHERRE HELMER

SHERRE HELMER

Rick Hoyt uses a wheelchair. That has not stopped him from living a very full and

amazing life. He’s competed in the Boston Marathon 30 times, and in Ironman Triathlons six times. He, along with his dad, Dick, have formed “Team Hoyt” and they have competed in marathons and triath-lons around the world.

The Hoyts have competed in over 1,090 athletic events in the last 34 years. They have run in 70 marathons, 30 of them in Boston. They have also competed in 252 triathlons, six of them being Iron-man distance events.

Dick, 72, is a retired lieutenant colonel who served in the military for 35 years. Rick, 51, is a gradu-ate of Boston University with a de-gree in special education.

Rick was born in 1962 as a spastic quadriplegic with cerebral palsy and as a non-speaking per-son – but despite these disabilities, Rick’s mind and spirit have always been strong. His family supported his quest for independence and inclusion in community, sports, education and the workplace, cul-minating with his graduation from Boston University.

Dick travels the country doing corporate and community presen-tations, educating the public about disability awareness and promot-ing the Team Hoyt motto, “Yes, You Can.” Through his presentation, Dick shares his lifelong commit-ment to changing attitudes and educating others on the world of disabilities. He and his family have seen an impact from their efforts in the area of public attitude toward people with disabilities.

You may visit their website at www.teamhoyt.com to learn more about their story and see many pictures of their journey through their 34 years of racing. n

Dick Hoyt will present the keynote session at the 2013 RHA Fall Conference & Expo.


Crime and Death SceneCleaning

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Together, You Can Do Anything !

For more on our speakers, tradeshow, awards ceremony & networking reception: www.gbreb.com/rha/rhaexpo

REGISTRATIONPre-Registration & Pre-Payment Required. If registering more than one person, names of all attendees, titles, and contact information is required electronically. Please request an attendee list template by emailing [email protected] Name:__________________________________________________________________ Company:___________________________Title:________________________________Job Category (please select one):_____Owner/Exec/VP/Regional _____ Property Manager (site) _____Maintenance (site) _____ Leasing Agent (site)_____ Information Technology _____ Admin/OtherAddress:________________________________________________________________City:___________________________________State:__________Zip:_______________Phone:_________________________Email (required):_________________________________________ Check here if you require special accommodations to fully participate.Please attach a written description of your needs.

Early Bird Pricing- Payment Must be received by July 26, 2013 Individual Tickets Ten & Up (Per Ticket)

On or before July 26th $155 $135

On or before August 23rd $180 $160

After August 23rd $230 $210

PAYMENT_____ # of tickets at $ ______ each = $ _______ Total _____check enclosed (payable to RHA) ___ Amex ___MC ___Visa ___DisCard #: ____________________________________________Exp.Date: ______________

HOW TO REGISTERSend this form with payment by mail to: EXPO-2013: HF003RHA EXPO- 2013, One Center Plaza, Mezzanine Suite, Boston, MA 02108. Send this form with payment information by fax to: 617 812 4793. Send all required information and payment information by email to: [email protected]

Questions: [email protected] or 617 399 7860. Cancellations will not be refunded after 8/23/13Earn 3 NAAEI credits towards your CAM, NALP, CAPS or CAMT designation.

SHERRE HELMER We Don’t Speak the Same Language Have you ever felt that your Manager or Maintenance Supervisor was on a different wavelength? Although we all have the same overall goal for our owners, our tasks and daily responsibilities are different. Sometimes it seems as if we “don’t speak the same language.” In this session, you will learn how to improve your communication and working

relationship between management and maintenance. You will determine your primary behavioral style and learn how you can relate to others more effectively.

PRICING - PREPAYMENT REQUIREDROSS BERNSTEINThe Champion’s Code: Life Lessons of Ethics and Accountability from the Sports World to the Business World.

As an internationally recognized award winning business speaker, Ross uses inspirational sports stories to energize and connect his audiences, ultimately getting them to think and act more like champions. There are reasons certain teams win

consistently, whereas others come up short – and Ross explains why, and in the process, gets us all thinking about winning in some very new and exciting ways.

OPENING SESSION

GENERAL SESSION

Non-exhibiting vendors will not be allowed on the tradeshow floor



Rick Hoyt uses a wheelchair. That has not stopped him from living a very full and amazing life. He, along with his dad, Dick, have formed “Team Hoyt” and they have competed around the world doing marathons and triathlons. Rick was born in 1962 as a spastic quadriplegic with cerebral palsy and as a

non-speaking person. Dick travels the country doing corporate and community presentations, educating the public about disability awareness and promoting the Team Hoyt motto, “Yes You Can”. Through his presentation, Dick shares his lifelong commitment to changing attitudes and educating others on the world of disabilities.

KEYNOTETEAM HOYTYes You Can



* Reprinted from www.pcmag.com with permission. © 2012 Ziff Davis, Inc. All Rights Reserved.© 2013 Verizon. G2448

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July 16RHA Breakfast Series

July 9RHA Business Exchange benefitting the NAAPAC

AugustRHA Affiliate Event

SeptemberNextGen Gathering

September 27RHA Fall Conference and ExpoHynes Convention CenterOctober 3RHA Breakfast Series

OctoberRHA Fall Golf

OctoberLandlord Tenant LawOctoberNextGen Career Panel

November 6-8NAA Assembly of DelegatesDallas, Texas

NovemberNextGen Holiday Party

December 12RHA Presidents AwardsRenaissance Waterfront, Boston

DecemberNextGen Gathering

Where indicated, dates and locations are subject to change.

For additional information, visit www.gbreb.com/rha.

2013 RHACalendar


SERVICE GUIDE DIRECTORY

General Contractor

Crime and Death SceneCleaning

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Abatement and disposal of biologicaland infectious hazards

Cleaning

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Help a patient by hosting their familyPatients from around the world travel to Boston for specialized health care. The one thing they need, but many cannot afford to bring, is their loved ones.

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1983 2013

30TH ANNIVERSARY

www.hosp.org

For 30 years Hospitality Homes has provided free short-term housing in volunteer host homes and donated apartments for families and friends of patients seeking care at Boston-area medical organizations.

Our unique home-away-from-home experience provides a compassionate response as well as emotional and financial relief to guests in need.

Our program is made possible by the generosity of over 60 volunteer host homes in greater Boston and donated apartments from supporters like Wingate Healthcare.

more room is always needed. If you can provide a comfortable place to sleep in your home or a donate an apartment to Hospitality Homes, please contact us today.

Everybody talks about how the population is

changing. Baby Boomers downsizing. Echo Boomers

emerging. Stay-at-home dads. Work-at-home jobs.

Couples with – or without – children.

It makes you realize how well apartment homes

fit into today’s communities.

After all, apartments and residents contribute

$1.1 trillion annually to the economy. That’s a ton of

jobs in construction, operations, leasing, management,

and skilled trades, as well as all the local businesses

that attract the 35 million electricians, school teachers,

veterinarians, textile designers, salsa dancers, data

processors, and cello players who call apartments home.

For a fresh take on today’s housing market

– state by state – and an interactive picture of

how, with your help, we can develop 300,000 new

apartments a year to meet this exciting demand, visit

WeAreApartments.org. WeAreApartments.org

ELECTRICIAN.TUTOR.SALSA DANCER.RENTER.

APARTMENTS. WE LIVE HERE.

Contact a Multi Family Housing

Program Representative by

calling 1-978-825-2294 or email

[email protected]

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Restrictions apply. XFINITY services not available in all areas. Features vary depending on level of service and are subject to change. Actual speeds vary and are not guaranteed. XFINITY comparison based on recent network upgrades. Call for restrictions and details ©2013 Comcast. All rights reserved. Celebrity endorsement not implied. The Three Musketeers (PG-13) © 2011 Constantin Film Production GmbH, NEF Productions S.A.S. and New Legacy Ltd. Artwork & Supplementary Materials © 2012 Summit Entertainment, LLC. All Rights Reserved. A German-French-UK Co-Production. NPA118226 DIV13-112-V1A1

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