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June 2007 Residential Resource | 1

RESIDENTIALResourceTHE OFFICIAL MONTHLY NEWS MAGAZINE OF THE NATIONAL ASSOCIATION OF RESIDENTIAL PROPERTY MANAGERS

June 2007

SUPPORTING THE PROFESSIONAL AND ETHICAL PRACTICES OF RENTAL HOME MANAGEMENT THROUGH NETWORKING, EDUCATION, AND CERTIFICATIONNARPM: 638 INDEPENDENCE PARKWAY, SUITE 100, CHESAPEAKE, VA 23320

This issue features...Are You Hearing Everything They Are Not Saying?How to Turn an Unhappy Resident Into a Raving FanIncrease Your Sales Through NetworkingOur Real Risk for Identity Theft and FraudUtilizing Vendors for Your Local Chapter

PROFESSIONALISM

Focusing on

2 | June 2007 Residential Resource

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In This Issue June 2007

NARPM HEADQUARTERS Editor: Brenda F. Gerdes, MPM®

Executive Director: Gail S. Phillips, CAE Tel: 800-782-3452 toll free638 Independence Parkway, Suite 100 E-mail: [email protected], VA 23320 Internet: www.narpm.org

The Residential Resource is a publication designed and created for the members of the National Association of Residential Property Managers by Organization Management Group, Inc., 638 Indepen-dence Parkway, Suite 100, Chesapeake, VA 23320; 800-782-3452. Copyright © 2007. All rights reserved. Reproduction in whole or in part is allowed only upon permission from the publisher. Opinions of the authors are not necessarily those 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 and its staff assume no responsibility for ads or statements in the publication. NARPM does not endorse any advertising in this publication. All readers are responsible for their own investigation and use of any products advertised in the Residential Resource. NARPM members receive the Residential Resource as part of their membership, included in their annual dues. Articles can be submitted by sending a Word attachment to [email protected]. Items mailed in for publication cannot be returned. Address changes may be forwarded to NARPM Headquarters at the address listed above. The publisher and editor reserve the right to edit or refuse all publications for content and selection.

Feature Articles7 Utilizing Vendors for Your Local Chapter Rob Massey, Jr, CPM® explains how your local chapter affiliates offer a wealth of knowledge and can be a great way to boost chapter revenue.

8 How to Turn an Unhappy Resident Into a Raving Fan The Coach shows us how to turn those negatives into positives, and show your tenant that you truly understand their concerns and are wiling to take action.

13 Increase Your Sales Through Networking One of the greatest things you can do to bring in more business is network. Anne Bachrach shows us a great way to maximize our business connections in one place.

16 Keeping a Paint Job in its Place The outward appearance of your rental says a lot more than you might think. Follow these few tips to keep your exterior in top shape.

17 2007 Annual Convention and Trade Show Education It isn’t too early to sign up for this year’s education classes. Be sure to fill out this form and reserve your spots today.

18 Our Real Risk for Identity Theft and Fraud Do you already have a good set of policies and procedures in place? Now how sure are you that they are that good? Rachel Lindsay, GRI, shows us how to protect our businesses.

22 Are You Hearing Everything They Are Not Saying? Body language can be even more powerful than verbal communication. Read Linda Talley’s article to make sure you are still on your toes.

23 Education Course Booklet Advertising Contract This new opportunity is an awesome and inexpensive way to get your message out to the NARPM community.

Monthly Columns5 President’s Message

6 From the Desk of the Executive Director

10 Website 411

14 The RVP Bulletin

20 Managing Technology

21 Maintenance 101

24 Welcome New Members


Come Discover Arizona!At the 19th Annual Convention and Trade Show

Be sure to log online and visit www.narpm.org for the latest updates!

September 26-29Fire Sky ResortScottsdale, AZ

This year NARPM is going to sunny Arizona.Start planning for an excellent lineup of speakers, education classes, and workshops. There will also be something for every NARPM member to enjoy with all of the great things to do while visiting—from playing a round of golf at one of many nearby courses, to relaxing at the local spa.

Log onto www.scottsdalecvb.com and www.fireskyresort.com to catch a glimpse of the breathtaking 2007 Convention location.

PROFESSIONALISM

Focusing on


On the Cover...JackKnife by Ed Mell - This uniquely southwestern bronze statue is located in the heart of the Main Street Arts & Antiques District of Old Town Scottsdale.

Professionalism – Mnemonic for Proactive, Reliable, Orga-nized, Focused, Educated, Sincere, Selfless, Integrity, Over-comes, Nimble, Acts, Loyalty.

Professionalism and Integrity – Synonyms? The ‘I’ is for integri-ty and deserves a complete article devoted just to that subject.

What are antonyms for integrity? Liar, self-serving, malice, and all those characteristics that we apply to others when we hear of a cover-up would be considered. What were your

first thoughts when you heard about Enron? Certainly not that they had integrity in dealing with their employees, stockholders or the public.

When we represent an owner, our responsibility of due diligence requires us to give them the facts about our ability to manage that property and the market rent. Your membership in NARPM, and the classes and conventions you attend, set you apart from the majority of property managers. You have expanded your knowledge and ability to manage their home. Networking gives you the ability to manage different types of properties than you may have done in the past. It does take a different approach for a “horse” property than a condo.

It is a great temptation to take a premium property, even though the owner wants to rent it above market. In one of the NARPM classes, I learned a good way to approach this. The instructor keeps track of the local rental values on a quarterly basis by area and size of home. He will not take the property if they will not agree to be reasonable in their request. What a great idea! Think about it. Having this information at hand builds the confidence of the owner in you and displays your profes-sionalism.

I worked at IBM for 21 years. One of the basic values that IBM taught was “Never Disparage the Competition” in any aspect of business. I have carried this over to NARPM. You, as a member, are committed to our Standards of Professionalism and Ethical Standards. This course is required, as of January 1, 2008 for all members, not just for the RMP® designation; you will be receiving more infor-mation on this in the coming months.

Whether I get the account or not, I encourage owners to be sure they are dealing with a NARPM member. There are times that I have come out of a presentation to an owner only to see another NARPM member walking up behind me to give their presentation. When we greet each other with smiles – and sometimes a hug – I can only imagine what that owner must think! But we are the pro-fessionals, we have integrity, and we do not have to put others down to prove our worth.

Integrity does not come naturally; it is always easier to cover up a deed rather than admit to the prob-lem. I applaud you for your commitment to a higher level of professionalism in residential property management.

Remember to Focus on Professionalism,

Sylvia L. Hill, MPM®

2007 NARPM President

From the President

OFFICERSSylvia L. Hill, MPM®

[email protected] x104

Betty Fletcher, MPM®

President-Electbetty@fl etcherpm.com501-907-7091 x101

Fred Thompson, MPM®

[email protected]

Rose G. Thomas, MPM®

Past PresidentNominating [email protected]

DIRECTORSSusan Albern, MPM®

Region [email protected]

Tony A. Drost, MPM®


Vickie Gaskill, MPM®


Harold E. Kalles, MPM®


Elizabeth Morgan, MPM®


James Emory Tungsvik, MPM®


COMMITTEE CHAIRSJerry BangerterGovernmental Affairs [email protected]

Brenda F. Gerdes, MPM®

Communications [email protected]

Christopher Hermanski, MPM®

Long Range Planning [email protected]

Darryl Kazen, MPM®

Professional Development [email protected]

Chuck Warren, RMP®

Member Services [email protected]

HEADQUARTERS

Gail S. Phillips, CAEExecutive [email protected]

Cher LeadbeaterAdministrative [email protected]

Monique OwensMember Support [email protected]

Carla EarnestConferences/Conventions [email protected]

Kristi LombardoCommunications/Graphics [email protected]


This month I would like to review a few of the benefits NARPM offers to members that have been added or en-hanced in the past two years. Please make sure you take ad-vantage of everything NARPM offers you as a member.

Last year, under the direction of President Rose Thomas, MPM®, we instituted a list serve that enables members to ask questions of each other. This service has become one of the greatest tools that NARPM offers its members. If you would like to sign up for this service, visit http://finance.groups.yahoo.com/group/narpm-ceos. There are rules that must be followed that deal with antitrust issues. Please keep your questions away from fees and discussions on vendors and competitors. We want to keep this service going and need all of our members’ help.

The Residential Resource has turned into a wonderful publica-tion that people are actually keep-ing. It has won two publication awards and is a valuable resource,

so take time each month to read it. Did you know that we have ar-chived all past issues on the web-site so they are only a click away? You can find these publications at http://www.narpm.org/members/residential-resource.html.

Are you getting the monthly Headquarters Report that comes directly from me? Each month I give members a recap of what has been happening in and around NARPM. I think this tool keeps members up-to-date on what is happening in their organization. It is sent via e-mail at the end of each month. If you are not getting this report we need to check your e-mail address, so please either call Headquarters at 800-782-3452 or e-mail [email protected].

We are continually looking at NARPM’s educational offerings. The online classes are right around the corner from being live. As I write this article, the instruc-tors are doing time tests and we hope to have them ready to go by convention. I know you have been hearing this for a while but it is finally coming to completion.

Support Staff classes will also be available, which will make the long awaited CSSsm designation a reality.

Finally, the NARPM convention is just around the corner. In September, NARPM will be in wonderful Scottsdale, Arizona at the Fire Sky Resort (formerly the Caleo Resort). This resort is a fantastic place to bring your family while you take advantage of the trade show and all of the classes. NARPM members who attend the conventions come back raving about the content and information they received. Mark your calen-dar now for September 26-29!

Can you believe 2007 is half way over and we have so much left to do? If you ever have any ques-tions or concerns, please contact me at [email protected].

Sincerely,

Gail S. Phillips, CAEExecutive Director

From the Des

k of

the Executive

Director

The Residential Resource has been announced as a Gold Winner of the MarCom Creative Awards. Gold Awards are presented to publications that exceed the high standards of the industry norm.

THE COMMUNICATOR AWARDS


Having been both a local NARPM chapter president and now a vendor serving our industry, I have the unique opportunity to speak about attracting and retaining vendor

members for your local chapter from both sides of the fence.

As a local chapter president of a new fledgling chapter in Louisville back in 1998, we needed revenue to jump-start our chapter treasury. After observing the involvement of vendors on a national level in NARPM and in other organizations in which I was involved, it seemed that offering affiliate memberships was definitely worthy of consideration. I found that when all of our regular membership collectively put together a list of our most used vendors, the sell to them to become affiliate members was easy. In fact, it was not long before the word spread and I had other vendors calling me wanting to be a part of our chapter.

We always allowed our affiliate members to attend each of our monthly meetings (and they were more diligent in attending than our regular membership). Each affiliate was given a couple of minutes to promote their products and services at every meeting. We also had one meeting strictly devoted to them for the promotion and explanation of the company offerings. A trade fair is another method for giving them “their day.”

Do not forget about the general knowledge that each of them brings regarding the industry in which they are serving. They can make very good speakers for monthly programs. For instance, a landscape company could talk about the types of shrubs and grasses that are the heartiest for the type of weather in your area. As we all know, most tenants are not very proactive about watering outdoor plants; therefore, planting the more weather-resistant plants will likely save you and/or your clients money.

Property management puts a tremendous amount of pressure on everyone in the business. Hearing about their wares at a monthly meeting is a great way to learn more about offerings which can ultimately save you or your owners money.

Also, keep in mind that many national vendors will come to your chapter to speak and sponsor a luncheon or some other type of local event. Recognize that they spend significant dollars on these events so give them plenty of opportunity to make their products or services known.

Always remember your sponsors when seeking a new vendor. If a vendor contacts you requesting business, ask them if they are a local or national affiliate member of NARPM. If they are not, tell them that if they join you will give them further consideration when the time comes to seek their product or service.

Utilizing vendors for your local chapter can be very rewarding. Do not miss out on this opportunity to raise non-dues revenue and establish long lasting relationships with vendors who can save you and your clients’ time and money.______________________________________________________

Rob Massey Jr., CPM®, has served as a local presi-dent for NARPM, the Institute of Real Estate Manage-ment, and the Apartment Association in his hometown of Louisville, KY. He has taught several property management classes and managed nearly 1,000

apartments and houses before scaling back his property manage-ment company to pursue the national Internet listing service he founded known as RentalHouses.com. He is now Vice-president of Industry Development for Rentals.com since Consumer Source, Inc. acquired RentalHouses.com in January of 2007.

Utilizing Vendorsfor Your Local Chapterfor Your Local Chapterby Rob Massey, Jr., CPM®

“...when all of our regular membership collectively put together a list of our most used vendors, the sell to them to become affi liate members was easy.”


This can happen when you least expect it: An unhappy resident has just arrived in your leasing office while your telephone is ringing, budgets are due in 25 minutes and six

future residents are waiting to tour your wonderful properties. Time to panic, right? Not a chance! Read this article and use these three easy steps to handle an unhappy resident while turn-ing them into a raving fan.

LISTENING CAREFULLY The moment you realize you have an unhappy resident, take a deep breath and ask this person in a soft voice, if they would be kind enough to join you in your office. This gives you a few seconds to gather your thoughts and will give the two of you the privacy to have a reasonable conversation. Plus, you really do not want your current residents nor any future residents to hear this unhappy conversation. Next, ask your team to hold all your telephone calls, clear your entire desk and take out a blank sheet of paper to take notes. At this point, ask your unhappy resident to begin telling you exactly what the problem is. Take detailed notes while listening patiently, making certain not to interrupt him/her while they are speaking. Remember, your resident is not attacking you personally, so keep your cool during this entire conver-

sation. Once your resident is finished explaining why they are unhappy, ask him/her this key question, “Is there anything else you would like to tell me?” This is a key question because it signals to your resident that their turn is now done and you are ready to address and answer their concerns.

Tip From The Coach: Before addressing your resident’s concerns, let’s be certain we understand what is at stake when handling resident problems and why it is important to handle each resident as if they were liquid gold. A typical resident pays $700 per month or $8,400 per year. In addition, anticipate that each of your current residents will refer two prospects a year to you, which represents another $16,800 in new revenue, and if each of these referrals send you two more referrals this year, that is four more new residents at $33,600 annually. So, $8,400 + $16,800 + $33,600 = $58,800 in potential new revenue, per resident, per year. Can you clearly see why we must convert unhappy residents into raving fans?

DIFFUSING THE SITUATIONOnce your resident has shared with you exactly why they are

unhappy, start your half of the conversation by thanking them for their comments. Next, say to your resident, “Let me

see if I understand you completely.” Restate this person’s concerns as you slowly read from your notes.

Reading your notes slowly does two things: 1) It gives your resident a chance to calm down; and 2) It shows that you were

truly listening to what they had to say and are ready to take action.

Now, apologize if you or your team made any mistakes

and look for at least one or two points with

which you can agree. By conceding a

point or two right away, you show that you are not defensive about their concerns

How to Turn an Unhappy Resident Into a Raving Fan

by Ernest F. Oriente, The Coach

“Remember, your resident is not attacking you personally, so keep your cool...”


and that you really want to solve their problems, not duck blame or make excuses.

Tip From The Coach: Whenever you are interacting with a current resident or a future resident, customer service experts call this a “moment of truth.” When you are dealing with an unhappy resident, this is called the “pinnacle of performance.” SuperStars in the property management profession do not mind handling an unhappy resident because they see this as an oppor-tunity to shine—to win this resident’s long-term loyalty.

CONVERTING AN UNHAPPY RESIDENT INTO A RAVING FAN OK, now comes the easy part. Ask your unhappy resident ex-actly what action steps they would like to see you take. Promise your resident that you will do everything necessary to fix or handle the concerns they have shared with you and tell them exactly when and by what time they can expect the problems to be handled. Now, look to resolve these problems as quickly as possible, well in advance of the day and time you promised your resident. Motorola calls this, “under-promise, over-perform” and they have used these magic words to create a multi-billion dollar company. Next, take the time to either call this resident or visit them in person, to tell them the concerns they had shared with you are now fixed and resolved. In addition, take a few minutes to write a small note apologizing again for their unhappiness

and thanking them for expressing their concerns. At last, your resident should be completely satisfied that you have addressed their important concerns and you have earned their respect and goodwill.

Tip From The Coach: Ready to convert your former unhappy resident into a raving fan? Consider purchasing the book “Posi-tively Outrageous Service,” written by T. Scott Gross. His book gives you a step-by-step plan for creating raving fans, and will give you lots of fun and great ideas for converting very unhappy residents into your best referral sources. I have read his book several times and highly recommend you read his pearls of wisdom. In fact, once you are done reading his book, you will realize that handling unhappy residents is really the best way to win new friends!______________________________________________________

Ernest F. Oriente, The Coach, is the founder of PowerHour®, a professional business coaching/recruit-ing service and the author of SmartMatch Alliances™. Since 1988, he has spent over 19,100 hours deliver-ing customized training by phone, in leadership, In-

ternet marketing and sales for property management companies, apartment locator/corporate housing services, and multi-housing sales/service companies worldwide. Earnest can be reached by phone at 435-615-8486 or by e-mail at [email protected].


This month for Website 411, we will finally discuss the three different access levels for the Members Only section.

An easy way to think about these areas is to start by visualizing a three-story house. This is the Members Only house. The first floor is the general Members area. If you go up the first flight of stairs you will be on a second, higher level. This second level of the house is for Chapter Leaders. If you are not a Chapter Leader, you will not be able to climb the stairs. Chapter Leaders are allowed to walk around the first floor and the second floor. If you go up the second flight of stairs you will be on the third floor, the highest point in the house. This is the Board/Committee floor. Chapter Leaders will not be able to climb the second set of stairs. Board/Committee members are allowed to walk around the first, second and third floors.

Now that you have a good understanding of how the Members Only section works, I will describe a little about each section and show you what each level looks like.

MEMBERS AREAThe members area is a general section of Members Only that every NARPM member has access to. These are the pages you see when you first login to Members Only. Here you can view special news and updates that may not be listed on the home page, get involved in a committee, download important documents, and keep up-to-date with the Residential Resource and its archives.

When you are logged into this area, the very top right corner will say “Welcome <Your Name Here>”. The page you see will look like the screenshot on the first floor of the house on the opposite page.

CHAPTER LEADERSIf you have access to the Chapter Leader section you will see a yellow bar directly under the grey navigation bar and before the text on the page. Just click the maroon link in the yellow bar to switch to the Chapter Leader section.

On this level you will be able to print various member reports, submit NARPM member prospects, send e-mail blasts to members, apply for chapter awards, and access tons of useful information to help grow and market your chapter. There is an invaluable amount of resources right at your fingertips! Various support services from national and information on the speaker’s bureau are also located here.

To switch back to the general members area, click the Members Only button in the grey navigation bar.

BOARD/COMMITTEEThis is the highest access level. If you are cleared for this area you will see an additional link next to the Chapter Leader link in the yellow bar. Click this link to switch to the Board/Committee section.

In this area, you may request e-mail blasts, access important documents such as agendas, annual reports and budget reviews, and obtain various member reports.

To switch to the Chapter Leader section you may click the link in the yellow bar at any time. To go to the general members area, just click the Members Only button in the grey navigation bar.

HOW DO I OBTAIN ACCESS TO OTHER LEVELS?If you are a Chapter Leader, you should receive additional access to that section. If you are a Board or committee member, you should have access to all three areas. All members should be able to log in to the general members area.

These levels are determined in the Headquarters membership database. If we do not know you are a Chapter Leader, we cannot give you access. Be sure that you always inform Headquarters who your new chapter officers are each year. Board and committee members are automatically given access at the start of their term.

COMING NEXT ISSUEIn the July issue, I will go over the guidelines and procedures for e-mail blasts. The form and an e-mail example will also be included.

Do you have a question about the NARPM website? Is there something you would like to see in this column? Send an e-mail to [email protected] and your question or idea could be featured in an upcoming installment of Website 411!____________________________________

Kristi Lombardo is the Communications and Graphics Designer at NARPM Headquarters, Organization Management Group, Inc. in Virginia Beach, Virginia.

She designs and lays out the Residential Resource each month, updates and maintains the website, lays out the Annual Membership Directory, and designs all NARPM event and marketing materials. Kristi can be contacted at 800-782-3452 or by e-mail at [email protected].

Website 411by Kristi Lombardo, NARPM Communications & Graphics Designer

Installment 4


3 FloorsImagine the three access levels of Members Only like a three-story house. Each level represents a different floor. The higher the floor in the house you are standing on, the higher your access level is.

“The Members Only House”


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Are you searching for new ways to boost your sales and increase your business? Wouldn’t you like to make warm calls instead of cold calls? Wouldn’t it be great

to get more quality referrals? Whether you are new in your field or a veteran, networking could be the answer that you are looking for. It can give you a lot of satisfaction and increase your revenue.

Years ago, I was new to San Diego and needed to earn extra money (I already had a full-time job). I somehow landed on selling costume jewelry part-time. Networking was a whole new experience for me and so was having my own business and selling jewelry. I looked in the paper to find out when networking groups got together, made a list and started attending. Within two years, I was making the same amount of money selling jewelry that I made at my full-time job (which I had been doing for 10 years). Networking worked for me, and it can work for you, too.

It is your turn to take the plunge. Choose a couple of groups that are specific to your industry, what you sell or you have an interest in. Find out when they meet and put it on your calendar to attend. Set an initial goal of attending two networking meetings per week and increase the number from that point as time goes on. The more meetings you attend, the more opportunities you will have. You will find networking groups that meet for breakfast, lunch, dinner and even on weekends.

You may or may not be comfortable right away. As an introvert, I was not comfortable right away. Keep in mind, other people attending meetings may also be nervous (it is not just you). Once you are at the meeting, take a deep breath, put a smile on and go for it. Walk up to anybody, put your hand out and say, “Hi, my name is _____, I do ______. What do you do?” Hand them a business card with your left hand and shake with the right. Put your business cards in one pocket and others you collect in the other pocket. This keeps you organized. Also keep a pen in your pocket so you can write notes on the person’s business card after you walk away. This will help jog your memory for future conversations.

If you are sincere in learning about someone it will show and they will have a positive first impression of you. If you act as though you just want to “sell” and have no desire in building relationships, people will sense that and may not be as open to you.

Arrange your business cards. You will have tons of cards after attending many networking meetings and you will want to refer back from time to time. Write where and when you met the person on the card. Look at different ways to categorize cards (industry, where met, etc.). I have chosen to arrange my cards by profession (real estate, salon, mortgage, insurance, attorney, massage, etc.).

Do not expect someone to do business with you right away. When people feel all you want is money from them they will not trust you and chose not to ever do business with you. Do not go with the idea of selling your product/service. Go to learn about other people and have them know you. Ask about other organizations/groups’ meetings you might attend based on the other person’s experiences.

Send a note to people you met. It can be about anything. For example, send one that says, “It was nice to meet you and if I can ever help you, please let me know.” Send an article that you saw that reminded you of something they said to you and attach a note that simply says, thought you might be interested in this article. Doing these things help build relationships and will assist you no matter what you do.

As your list grows, you can start referring people to one another. When you meet people and they tell you they are looking for a particular product or service, you can go to your cards and send them the person’s name and they both might be able to do business together. If you say you might have a name or information on something, send it to that person. They will appreciate it and appreciate you.

So go out and get busy networking. Just thinking about it does not get you your desired results. Doing it does. Have fun!______________________________________________________

Anne Bachrach is President of A.M. Enterprises. Anne has 16 years of experience training and coaching. Her main focus is training entrepreneurs and salespeople how to build high-trust relationships, on purpose (Values-Based Selling™). The objective is to do more business in less time through maximizing people’s true potential, and ultimately leading them to an even better quality of life. For information on about Anne M. Bachrach, please contact The Frog Pond Group at 800-704-FROG (3764) or e-mail [email protected].

Increase Your SalesThrough Networking

by Anne Bachrach


Are you getting FULL VALUE by belonging to NARPM? Our president has asked us to focus on professionalism this year. When I think about this, several things come to mind—from the way I answer the phone to staying

on time with appointments, interacting with my staff, owners and residents. As you look towards “Focusing on Professionalism” in 2007, I would like to offer a couple of ideas for you to think about.

The first is the name branding of NARPM. When I go to the New World Dictionary and look up the word “branding” it says, “A mark burned on the skin with a hot iron”; “an identifying mark or label on the products of a particular company”; “trademark”; “a scene branded into his memory.”

Even with the most enthusiastic NARPM member, I would not suggest going and getting a NARPM tattoo. However, I would suggest that you take a moment to see that you have the NARPM emblem and your RMP®, MPM® or CRMC® designation on your business cards, stationary, marketing information, company sign, “For Rent” signs and all advertising. Also, those of you with designations should always sign them after your name.

By doing this you have now changed the way people look at you and have raised the bar separating yourself from other firms who do not belong to NARPM. You have now just presented yourself as the educated property manager and have “branded” into their memory of why they should select your firm over the other company.

Doing this also enables you to talk to potential clients, residents and non-NARPM property managers about what NARPM means to you and how you are working towards becoming an expert in the property management industry through networking, education and certification.

The other suggestion I would like to offer as you are “Focusing on Professionalism” is through volunteerism. Again, when I go to the dictionary and look up the word “volunteerism” it says, “The theory or practice of being a volunteer or using volunteers, as, without pay, in social agencies, charity, or organizations.” From an early age my parents “branded” into me that volunteering is a requirement in life, and that it is not a privilege, but an obligation. It has helped make me a better person while also improving the community in which I live and work. I would like to offer that volunteering in NARPM should be looked at in the same fashion.

NARPM started with a small group of people who shared ideas and formed a group that has grown to over two thousand members with many local chapters around the United States and abroad. As we look towards surpassing the three thousand member mark,

this theory of volunteerism still remains strong. We are a chapter-based, member-based organization. In order for us to evolve, change and grow we need every member to be passionate about NARPM and to share the vision of our organization. I challenge each of you to not only pay your annual membership dues, but to get personally involved in your chapter.

By doing this the payoffs will be substantial and, not only have you contributed to a vibrant and growing organization, you have also learned new tools in dealing with many different types of personalities. From that you will become a better property manager and/or, business owner, learning different ways in dealing with employees, owners, residents, family and friends.

Also by doing this, you will have become a vital part of a growing organization dedicated to providing education and networking opportunities for property managers to better serve their clients and community. ________________________________________________________

James Emory Tungsvik, MPM®, CRMC®, is one of four corporate officers for Around The Clock Inc., CRMC®, located in Kent, Washington. This firm manages over 400 rental properties and 40 homeowners association totaling over 3000 doors. James is currently serving as the Region Six National

Vice President and has served as Chapter Treasurer, Chapter Welcoming Committee, Chapter Vendor Affiliate Committee, Chapter Secretary for the King County Chapter. In addition, he has served as the State of Washington Chapter Secretary, National Conference Committee, National Certification committee, National Certification Auditor, National Leadership Training Committee and Co-Chair for the NW Regional Conference for the past three years. James became a NARPM member in 1995.

The RVP BulletinREGIONAL VICE PRESIDENT BY JAMES EMORY TUNGSVIK, MPM®


Region 1 – Vickie Gaskill, ARM®, CPM®, MPM® 1-800-755-5397, [email protected] Region 2 – Elizabeth “Betsy” Morgan, MPM®

727-569-2312, [email protected] 3 – Susan Albern, MPM®

970-669-0842, [email protected] Region 4 – Tony Drost, RMP®

208-321-1900, [email protected] 5 – Harold Kalles, MPM®

253-848-9393, [email protected] 6 – James Emory Tungsvik, MPM®

253-852-3000, [email protected]

Region 1 – Maine, New Hampshire, Vermont, Massachusetts, Rhode Island, Connecticut, New York, Pennsylvania, New Jersey, Delaware, Maryland, Washington D. C., West Virginia, Virginia, North Carolina, South Carolina, and GeorgiaRegion 2 – Florida Region 3 – Michigan, Indiana, Ohio, Kentucky, Tennessee, Alabama, Mississippi, Louisiana, Arkansas, Missouri, Illinois, Iowa, Wisconsin, Minnesota, North Dakota, South Dakota, Nebraska, Kansas, Oklahoma, and TexasRegion 4 – Montana, Wyoming, Colorado, New Mexico, Idaho, Utah, Arizona, and NevadaRegion 5 – Washington, Oregon, Alaska, and HawaiiRegion 6 – California

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Australia – Region 5Canada – Region 4South America – Region 1West Indies – Region 1

AdditionalCountries:

NARPM Regional Map

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Take part in great discussions of issues affecting property managers. We have received feedback such as:

“I think this is a wonderful addition to our membership!”

“This is a great opportunity to have discussions and share experiences related to this challenging business we’re part of.”

Here is a sampling of questions and responses that have come through the list serve:

QUESTION: We are currently using a team approach to managing our properties. I am considering modifying it slightly, so that instead of each team member being fully in charge of each of their properties, each team member would be responsible for some aspect of the property. For example one member would do all showings for all properties, another member would begin charge of all billings. I would be interested if anyone else is using this approach, has converted to this approach, and what pitfalls I might expect either in the transition or the execution of this plan.

SAMPLE RESPONSES: “John and I use this approach very successfully. You might want to give me a call.”

“We currently use the “departmental” structure that you are suggesting. I think there are pros and cons to both sides. Pros for department structure: Works very well especially for maintenance

and billing; Gives continuity to each person’s job; Makes it very easy for one person to take a few days off; Gives faster customer service. Cons: Everyone has to know everything—‘Did someone talk to the owner about the roof leak?’, ‘Did the tenant give notice?’, ‘When will this house be available?’; Our office is quite chaotic sometimes, maybe better procedures would fix that but I don’t know what they are.”

QUESTION: “Do you ever have one of those days when all of your owners are questioning every decision you make? It sometimes goes in waves. Mostly with new owners. We provide a lot of info and support to our new owners. Is there something we can do to earn their trust?”

SAMPLE RESPONSE: I have created an owners website for each owner and trained them to respond via email. This has eliminated a great deal of owner’s questions. The website has all invoices, all contracts, all statements and all HOA or City Docs. They can refer to these 24 hours / 365. I do have a few owners that do not have email, but more the exception. I also send troublesome owners that accuse me of garbage on their way. They are not worth the effort.__________________________________________________________

If you are interested in signing up, please visit http://finance.groups.yahoo.com/group/narpmceos/ and click Join Now. Follow the instructions and you will be added to this great tool that has benefited many NARPM members.

Join the NARPM CEO List Serve!


The condition of the paint or stain on your rentals can be your ambassador of curb appeal. Its

appearance can say a lot about your properties. And yet, you could be spending a healthy portion of your maintenance budget on a much too short re-coating cycle. Most property managers will agree that keeping a paint or stain film on exterior wood is a never-ending job. One of the truisms that go along with this effort, however, is the fact that each property can be different in how it holds paint or stain film. Identical housing configurations oriented differently to sun, wind and rain will expose a coating differently.

Also, identical configurations with identical orientations but different interior moisture movements will shed their films differently. You can be using a high quality product applied by skilled craftsmen and still be fighting only half the battle. Water is the enemy, whether in the form of bulk water or migrating vapor whose strategy needs to be understood in order to defeat it. Let’s see if we can identify some things we know about building behavior that may help your situation. Water’s principle tactic is divide-and-conquer. It wants to get

between the film and the wood the film is intended to protect. The water source can be either exterior bulk water or vapor migrating from the building’s interior through the exterior wall cavity to the siding. Easily the most common source of exterior water is roof run-off that runs down the exterior wall because there is limited or no roof overhang. Entry into the wall cavity can occur through gaps in the siding and around window and door casings.

Interior moisture in the form of migrating vapor needs to be encouraged to make a quick exit. This is best done by structural ventilation, the most common being the combination of soffit and full ridge vents. This construction augments the natural tendency for air to rise in a building by convection and pressure differential. Wind blowing across a ridge vent or perhaps through gable end vents creates a negative pressure there that pulls air (and water vapor) up from below and sends it outdoors. If that mechanism is not in place or is compromised in some way water vapor sees the wall cavity as the path of least pressure. The vapor condenses out as water in the cooler wall and is stored for eventual passage out through the siding and lifting the

protective film. It goes without saying of course that any moisture generators such as clothes dryers and bathroom fans should be vented directly to the outdoors.

By the way, never assume that a bathroom fan with a humming motor is actually pulling air. The humming may be a seized bearing or the fan may need cleaning. Check it out. Kitchen fans are, in my opinion, not given sufficient credit for their potential for moisture removal. Clearly cooking generates moisture. Ever open a dishwasher while it’s running and be greeted by a cloud of hot vapor just looking for a place to condense? Address your water and moisture problems first and you will enjoy the length of protection and appearance your buildings need to project the image of a well-maintained property___________________________________

Burns and Associates - Engineers. A consulting engineering firm with a recognized reputation for competency throughout their community. The firm is staffed by professional engineers and reserve specialists. An active member of the Community Associations Institute. Principal is Robert J. Burns, P.E., R.S. burnsengineers.com.

Keeping a Paint Job in its Placeby Bob Burns, PE, RS

Most property managers will agree that keeping a paint or stain fi lm on exterior wood is a never-ending job.

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2007 Annual Convention & Trade Show2007 Annual Convention & Trade ShowFire Sky Resort & Spa, 4925 North Scottsdale Road, Scottsdale, AZ 85251

_____ MPM® Personnel Procedures | September 24 | 1 pm - 5 pm (Part 1)MPM® Personnel Procedures | September 25 | 8 am - 6 pm (Part 2)This two-day course examines many skills, including personnel needs and growth, hiring skills, effective compensation, benefit, and training programs. Instructor: Suzanne Cameron, MPM®

_____ RMP® Applying Technology | September 25 | 9 am - 5 pmThis class covers word processing, database systems, accounting, photo marketing, communi-cations, faxing, the Internet and much more. Instructor: Ray Scarabosio, MPM®

_____ RMP® Marketing | September 26 | 8 am - 4 pmThis course provides an overview of marketing techniques and principles specific to residential property management. Instructor: Dave Holt, MPM®

_____ RMP® Tenancy | September 26 | 8 am - 4 pmThis course will focus on the knowledge, skills, and operational tools needed to effectively manage tenants in residential properties. Instructor: Peter Meer, MPM®

_____ Ethics | September 27 | 3 pm - 6:30 pmThis course will cover the basics of ethical behavior in your property management business, and the grievance process. Instructor: Marc Banner, MPM®

_____ RMP® Habitability Standards of Maintenance | September 29 | 8 am - 4 pmCourse will cover information from the Uniform Housing Code concerning basic habitability standards that govern local codes, policies of insurance companies, and our own Standards of Professionalism. Instructor: Kit Garren, MPM®

_____ MPM® Owner/Client Relations | September 29 | 8 am - 6 pm (Part 1)MPM® Owner/Client Relations | September 30 | 8 am - Noon (Part 2)This two-day course is designed to achieve rental property owners’ goals by understanding their financial and personal requirements. Instructor: Betty Fletcher, MPM®

REGISTRATIONOName _____________________________________________

Company __________________________________________

Address ____________________________________________

City/ST/Zip _________________________________________

Phone _____________________________________________

Email ______________________________________________

METHOD OF PAYMENTO Check enclosed for $________ Chk #________________

Charge my credit card $____________________________

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RMP® Course MPM® Course Ethics

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Member $195 $225 $395 $450 $45

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Retake Fee $100 $130 $300 $355 -----

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Designee Cost $97.50 $127.50 $197.50 $252.50 -----

CANCELLATION POLICYCancellations must be received in writing. If received by August 24, 2007, registrant will receive a full refund less a $25.00 processing fee.If received after August 24, 2007, a 50% refund will be issued. No refunds will be made on the day of class; however, the registration fee can be applied to a later class, with a $25.00 transfer charge.

If course is cancelled because a minimum of 10 registrations have not been met or for any other reason, tuition paid will be fully re-fundable. All courses are subject to cancellation by NARPM.

FAX or MAIL REGISTRATION FORM TO:NARPM, 638 Independence Parkway, #100, Chesapeake VA 23320 | P: 800-782-3452 | F: 866-466-2776 | www.narpm.org

National Association of Residential Property ManagersNational Association of Residential Property Managers


aaccording to many law enforcement officials, identity theft and identify fraud are the leading crimes in the USA today.

Businesses of all sizes are held responsible for complying with federal and state customer data security and privacy laws. All small businesses must comply with the federal and state laws pertaining to collecting, storing, managing the security of and destruction of private data.

These days, it is almost impossible to be in business and not collect and hold personally identifying information—names, addresses, Social Security numbers, etc.—about our customers, clients, employees and business partners. If this information falls into the wrong hands, it could put these individuals at risk for identity theft and land the holder of the information in jail or bankrupt.

REAL LIFE RISKS FOR PROPERTY MANAGERSMany property managers have switched to laptop computers to store their data. It is easier to document on-site work than to do it back at the office. For some smaller firms, it keeps costs down by eliminating the need for additional clerical help. Unfortunately, if the laptop is stolen, all the personal data stored in it becomes accessible to the thief.

A utility bill, monthly rental statement, or any number of other identity rich papers are discarded in the trash by a property owner. The knowledgeable thief takes it out of the trash and gets enough ID information to call their property manager and give a change of address or bank account for deposits.

A NARPM example: A few years ago, unbeknownst to both of us, my company had the same client as a NARPM member in Atlanta. The client lived in Nigeria, where mail pillaging was rampant. A postal worker got the Atlanta company’s information, called them, and had the deposits re-routed to his account. That client lost thousands of dollars before the problem was discovered.

Although no laws in the other country applied, if it were to happen today, the new identify theft laws of the United States could cost a property management company up to $15 million in fines, criminal sanctions with jail time and

independent annual third party audits of security practices, paid for by the guilty company. Not many of us could survive that.

Who of us has not changed vital client or customer information on a phone call, or worse yet, a phone message taken by a staff member who did not know the caller?

For every company, it is critical to understand the problem of identity theft and to begin to take steps to reduce risks.

WHAT IS A “REASONABLE” SECURITY PROGRAM? Two major legal developments have made security breaches and identity theft relevant to every business entity: The legal requirement for reasonable security practices and state laws across the country requiring notification to individuals in the event of a security breach.

The reasonable security program, as mandated the FTC, must include the following components:

The designation of an employee (or employees) to coordinate and be accountable for the information security program; The identification of “material internal and external”and risks to the security of this personal information (this risk assessment is to include employee training on the prevention, detection and response to attacks, intrusions or other system failures); The design and implementation of reasonable safeguards to control the risks identified in this risk assessment; and The evaluation and adjustment of the program in light of the results of testing and ongoing monitoring of the program, material changes to the company’s operations or business arrangement of “any other” circumstances that may have a material impact on the effectiveness of the security program.

The elements stated above have become the minimum “standard” for a reasonable and effective security program across all industries. In short: Identify, Assess, Implement, Train, and Constantly Re-evaluate!

“These days, it is “These days, it is almost impossible to almost impossible to be in business and be in business and not collect and hold not collect and hold personally identifying personally identifying information...”information...”

Our Real RiskOur Real Riskfor Identity Theft and Fraud

by Rachel R. Lindsay, GRI


SECURITY BREACH NOTIFICATION LAWS Since January 2005, at least 35 states have passed laws requiring notification of individuals in certain situations where a security breach presents a reasonable risk of identity theft.

These security breach laws typically apply to any industry, and protect the resident of the state in which the law was passed (so companies need to be aware of where their customers and employees reside, regardless of where the business is located).

AN OUNCE OF PREVENTIONEstablish good security and privacy practices now. Lawsuits stemming from inadequate security practices can erode business equity, consumer trust and it could even put a small company out of business. Even if you do not face legal action, a good reputation could be significantly compromised by even one accusation. Investigators do not need a lawsuit to come visit and review procedures.

FIND THE WEAK SPOTSList all the different ways your business collects, stores and uses personally identifiable customer and business information. Now list who handles or has access to that information. Anyone who appears on the list is a data handler and

has to play a significant role in protecting sensitive information. They must be properly trained to follow the company security and privacy policies.

Making employees a part of the security and privacy planning process will make it easier for them to follow the policies. It will also make a difference if an investigator comes along to check your practices. Even if policies are in place, if all employees are not trained and knowledgeable about the plan, the company could still get in trouble.

An excellent primer for the small business on this subject can be downloaded for free at: http://www.bbb.org/securityandprivacy. This publication was designed to be a toolkit for the small business on designing policies on privacy and security issues.

For additional information, there is a publication called “white papers” from the Wiley Rein & Fielding, LLP website. Kirk J. Nahra has written a very informative article entitled “Your Growing Exposure for Identity Theft Risks.” If you have trouble finding it, e-mail me and I will send the PDF version of it.

BOTTOM LINE Whether it is disposing of old computers, sending e-mails and pictures via cell phone, signing out keys to vendors, or protecting the paper data in an office, we

are all at an ever-increasing risk of security challenges. Most of us cannot afford a separate department just to identify problem areas, create policies and design solutions.

It is not necessary to become a privacy and security expert to manage it. All that is needed is some basic understanding of the issues and the business tools that will protect our employees, customers, clients and our businesses. The two free publications listed above will get us started on the right road.___________________________________

Rachel R. Lindsay, GRI, is owner/CEO of P&L Property Management, Inc., serving metro Charleston, South Carolina. She is a

licensed broker who specializes in residential investment portfolios. A former professional singer, she began her real estate and property management career 23 years ago. Rachel is a nationally recognized writer and speaker on tenant handbooks and other property management and small business subjects. She teaches business classes at the Center for Women, was the first woman mentor in the The Citadel Military of SC school of Business MBA mentoring program, and is a South Carolina certified BBQ judge.

“...if the laptop “...if the laptop is stolen, all the is stolen, all the personal data personal data stored in it becomes stored in it becomes accessible to the accessible to the thief.”thief.”


Managing Technologyby Russ Sandlin V2

As a manager of rental properties, technology can help you be more successful. It can make your business easier to run, it can deliver more time for your day-to-day activities and, most importantly, it is simpler to use than ever before.

Sherry Nelson from Cleveland OH. asks: “I have several properties and property managers; can all my managers access the system at the same time?”

Web-based property management systems offer a unique feature to users. Because the program is accessed via the Internet you do not have to download the program to your personal computer. Access to the system is usually through a secure username and password and the number of users is not limited.

In most cases, the system also allows you to limit the access of individual uses via “roles.” For example, you may have an administrator who has access to the entire system. They are usually allowed to define new users, read and write information to the entire system, and have the ability to add and delete properties.

Managers on the other hand may have limited read/write access to their specific properties and will not have the ability to change certain levels of data.

A third level of access may be given to owners with “read only” access. This allows the property management company to allow the owner to access their community data without the fear of changing the data. In some programs, there are additional charges for the number of users who have access to the system.____________________________________________________

Russ Sandlin is the Director of Marketing for DIY Real Estate Solutions. DIY is the premiere, web-based property management solution for managers with less than 1000 rental units. For more information about Russ or DIY Real Estate Solutions visit www.diyresolutions.com or call Russ at 866-602-9007 ext. 620.

Tenant Pro 7 is the most powerful and easy to use solution for today’s property manager - and it’s affordable! Whether you manage 6 or 6,000 properties, Tenant Pro’s fully integrated database and accounting system can help you do it all.

©2007 Property Automation Software CorporationTM

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• Tracks information on properties, owners, units, tenants & vendors

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2221-D Peachtree Road, Suite 220Atlanta, Georgia 30309

(800) 332.1031Fax (408) 356.0808

National Exchange Intermediaryvisit Starker.com

John W. Mangham, MPM, CPARegional Manager

“Deferring capital gains taxation forNARPM members and their clients since 1992”


Most residential air conditioning systems are electric compressor-cycle systems. This type of system includes the basic window or through-the-wall unit, as well

as central (whole house) air conditioning systems. Central air conditioning systems are typically either packaged units, which have all major components in one housing (similar to a room-style unit), or split systems, which have a portion of the system in a cabinet outdoors and a blower and other components in an indoor air handler cabinet or within the basic cabinet of a furnace.

Regardless of the style of the system, the basic components and method of operation are similar for all electric compression-cycle systems. The major elements are an evaporator coil, a condenser coil, fans to circulate air over both coils, tubing to carry a refrigerant between the two coils, a compressor to move the refrigerant through the system, and a metering device to regulate the rate of refrigerant flow.

Air conditioning systems use several basic principles of physics to remove heat from within a house: (1) a refrigerant absorbs heat when it changes from a liquid to a gas; (2) a refrigerant releases heat when it changes from a gas to a liquid; and (3) heat moves from a medium at a high temperature to a medium at a lower temperature.

As the liquid refrigerant passes through an expansion device into the evaporator it expands to a gas. At the same time, it absorbs heat from the household air, which is forced by the air handler fan through the evaporator coil. As this heat transfer takes place, the temperature of the household air becomes noticeably cooler and is forced through air ducts to the rooms of the house.

The refrigerant, which vaporizes into a gas in the evaporator, is pulled through the tubing into the compressor where it is compressed to a high-temperature, high-pressure gas. This gaseous refrigerant then passes into the condenser coil where it gives up heat to the relatively cooler outdoor air, which is forced across the coil by second fan. In the process, the refrigerant condenses back to a liquid and is ready to begin another cycle.

One other issue to consider is that an air conditioning system not only removes heat from the air, but it also dehumidifies the air. For comfort cooling, a balance of temperature and humidity must be maintained.

This means that the unit must be sized properly so that it runs long enough to dehumidify the air before the thermostat temperature settings are satisfied. An oversized system in a hot, humid climate will not maintain the proper comfort level, as the air will be cooled before a reasonable humidity level is attained.

Adequate airflow is important for the proper operation of an air conditioning system. Dirty filters and blocked or improperly positioned air inlets (returns) and outlets (supply registers) will result in imbalanced air distribution and uneven cooling. At least one return needs to be positioned near the ceiling.

Central air conditioning systems do not require a burdensome amount of maintenance, but some basic attention is required if the unit’s maximum economic life span is to be achieved. The first major element that may require replacement is usually the compressor. Unfortunately, it is also the most expensive component of the system. Manufactures typically provide five-year warranties on the original compressor, but with system maintenance most compressors will last well beyond that period.

An annual check and servicing of all central air conditioning systems by a qualified HVAC service company is recommended. In addition, follow these maintenance and operation guidelines:

Check to make sure all supply outlets and returns are free from obstructions and dust. Clean and/or replace air filters monthly (in season).Check to make sure the condensate drain extending from the evaporator area is draining freely. If there is an overflow pan under the unit, as is the case in many attic installations, be sure the pan is clean and the condensate drain open. Find a comfortable setting above 78° F and don’t change it. Make sure all ducts that pass through hot areas such as attics, garages and crawl spaces are insulated. Minimize heat and hot air infiltration by providing adequate attic insulation and weather-stripping at windows and doors. Make sure there is adequate attic ventilation. Never operate a house air conditioning system when the outside temperature is below 60° F degrees.

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This information is provided for general guidance purposes only. Neither HMA Franchise Systems, Inc. nor the local HouseMaster® franchise warrants its accuracy and assumes no liability related to its use. Contact the local franchise office and/or qualified specialists for advice pertinent to your specific house or circumstances. © HMA 2004.

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Maintenance 101Maintenance 101 Central Air Conditioning


Only 7 percent of what we say is verbal. The other 93 percent is nonverbal. How do you think Dr. Phil got his start? Reading the nonverbal communication of

prospective jurors as a jury consultant. And that is why he is not afraid to call someone on a lie on his program. He is reading their body language—their nonverbal communication. And Dr. Phil knows he is right because your body language says so much more than you ever will.

Think of a time when you were feeling upset, frustrated or angry, and someone came up to you and asked if you were doing okay. You probably said yes but your body language said no. Which communication do you think they are going to believe? Scientists have proven that whenever there is a conflict between verbal and nonverbal communication, we tend to put a question mark by the verbal communication and believe the nonverbal communication.

In everyday communication, we tend not to even think about our body language. We just do it. It has become subconscious behavior to us and when someone points our body language out to us, we seem surprised. When I work with people on body language and point out different “language” that they are using, they might try to justify their actions if they were sending out defensive signals or congratulate themselves if they were using positive signals. The trick here is to know what your body language says about you and then to be able to know what another person’s body language says about them. It is the same behavior or actions we react to or resist in other people and not even notice in ourselves.

You all have probably experienced stress at one time or another in your life. You might even be experiencing it now as a reaction to this article. Stressed out people have very definite body language. I can spot you a mile away. Other people can too, they just might not know why they are having a reaction to you. Look at people around you (at home or at work). If their eyebrows are raised, shoulders scrunched up around their ears and hands are clenched, chances are they are stressed out about

something. Now, if you are having a meeting with them and do not recognize their body language, that meeting will get tenser because you will end up mirroring the body language of the other person and get stressed out yourself just by being around them. It is not healthy for you and it creates a lot of tension,

turmoil, confrontations, frustrations and disagreements—all because you did not read their nonverbal

communication and respond consciously to it. They subconsciously sucked you into their net of stress!Now, what about you? Did you know that most

Americans hold their stress in the upper part of their body? And, because we do, people can read us easily. Consider the signs I mentioned

above. People can “pick” up on us as easily just as we can pick up on them. I had

a marketing consultant that wanted to become a coach. Her biggest goal was to stop traveling so much, making her biggest challenge taking up telephone coaching, where she was not in the presence of her clients. She did not believe she could figure out what

was going on because she could not “see” the other person, or in fact, read the other person’s body language. Body language is that powerful. Because it is

that powerful, everyone should be familiar with it and understand the

positive and defensive postures. When you do, you understand what is really going on with the people around you because we all, at some time or another, speak in double

messages.

It is important to understand double messages, which we hear and see all the time. Why?

Because whenever we receive a double message, as I stated earlier, we tend to put a question mark

behind the spoken message and believe the unspoken message. Double messages make us incongruent. How do adults learn the best? When they are in a congruent environment. If you are going to be effective when communicating, learn the two most important

languages: the spoken and the unspoken word.__________________________________

Linda Talley, a change and growth expert and business coach, is the author of The Daily Win, Business Finesse:

Dealing With Sticky Situations in the Workplace for Managers, and Business Finesse: How to Say the Right Thing at the Right Time. Linda is a creative thinker in the areas of customer service, culture change, team relationships and communication. Copyright© 2006, Linda Talley.

Are You Hearing Everything They Are NOT Saying?by Linda Talley


Education Course BookletAdvertising Contract

At each NARPM education class, a spiral-bound course materi-als booklet is given to each attendee. Attendees keep these books, even after the class is over, as they are a valuable source of information. The back cover of these books may be pur-chased as advertising space. Ads will be printed on white card-stock and will be protected by a clear presentation cover.

Several education classes are held throughout the year in differ-ent areas of the United States, so you can even target specific areas if you wish. Or, depending on your company’s industry, you could select a class whose topic it would be relevant to.

Booklet advertisements sold on a first-come, first-serve basis. Please call to confirm that the advertising positions for the selected classes are still available. Classes are subject to cancellation due to low enrollment. If a class is cancelled for this or any other reason, there will not be a refund; instead, a credit will be applied to a future booklet advertisement.________________________________________________

Specifications:Specifications:Ads should be 7.5” W x 10” H in full-color,300 dpi in EPS, PDF, or TIF format.

Please check the classes for which you would like to advertise below.

Current ClassesCurrent ClassesDate Location Class

7/19/07 Boise, ID RMP® Marketing

7/19/07 Stuart, FL RMP® Tenancy

7/20/07 Boise, ID MPM® Owner/Client Relations

7/26/07 Pensacola, FL RMP® Marketing

8/14/07 Fort Worth, TX RMP® Marketing

8/15/07 Fort Worth, TX RMP® Office Operations

9/24/07 Scottsdale, AZ MPM® Personnel Procedures

9/25/07 Scottsdale, AZ RMP® Applying Technology

9/26/07 Scottsdale, AZ RMP® Marketing

9/26/07 Scottsdale, AZ RMP® Tenancy

9/27/07 Scottsdale, AZ Ethics

9/29/07 Scottsdale, AZ RMP® Habitability Standards

9/29/07 Scottsdale, AZ MPM® Owner/Client Relations

Name: _________________________________________

Company: ______________________________________

E-mail: _________________________________________

Phone: _________________________________________Phone: _________________________________________

Method of PaymentMethod of Payment

I have enclosed a check for $____________________

Check #________________________________

Please charge my credit card $___________________

VISA MC AMEX Discover

Card #__________________________________________

Expiration Date __________________________________

Name on card ___________________________________

Signature _______________________________________I authorize NARPM to charge my credit card.

RMP® Applying Technology

Student Outline

Phone: 800-782-3452 Fax: 866-466-2776 E-mail: [email protected] www.narpm.org

Front Cover Back Cover

YourYourAdAd

HereHere

Contract TotalContract Total

Number of classes selected ________ x $250 = $________________

Mail to:Mail to:638 Independence Parkway, Suite 100Chesapeake, VA 23320

or Fax to:or Fax to:1-866-466-2776

Questions?Questions?Call NARPM at 800-782-3452 or e-mail [email protected].


Welcome New NARPM Members!Members that joined NARPM from April 1 to April 19, 2007

NEW MEMBERSElly Mar AganonPrudential Locations, LLC614 Kapahulu AvenueHonolulu, HI 96815808-738-3100

Steven BillingtonBillington Property Management3200 W Ray Road, #130Chandler, AZ 85226480-963-2222

Timothy BillingtonBillington Property Management3200 W Ray Road, #130Chandler, AZ 85226480-963-2222

Patricia L. DanielWindermere Real Estate32785 State Route 20, #4Oak Harbor, WA 98277360-695-3329

Cathryn GregoryProfessional Property Mgmt.PO Box 273Saint Helena, CA 94574707-967-8407

Carol GriggsFrontier Property Management106 W Stockton StreetSonora, CA 95370209-533-9966

Jenifer C. HiddlesonERA Neubauer Real Estate, Inc.740 S Tyndall ParkwayPanama City, FL 32404850-785-1581

Joseph HolbrookHolbrook Professional Enterprises1291 Vintage PlaceReston, VA 20194703-467-9321

Susan JohnsonCompass Property Management7512 Stanich Avenue, #5Gig Harbor, WA 98335253-851-6060

Harry KogachiAloha Maui Real Estate33 N Market Street, #302Wailuku, HI 96793808-242-8889

Cheryl LaHueHawthorne Management Co.106 N Garth AvenueColumbia, MO 65203573-442-3831

Alan H. LamMonarch Properties, Inc.3465 Waialae Avenue, #230Honolulu, HI 96816808-735-0100

Brenda MahoneyLawson Property Management413 Court StreetWoodland, CA 95695530-662-5858

Brandon MartinTradewind Properties10792 107th Place NMaple Grove, MN 55369612-889-2331

Peter MoffettMoffett Realty927 Southridge TrailAltamonte Springs, FL 32714-1286407-294-5555

Christopher PainterGulfstream Realty4818 Coronado Parkway, #4Cape Coral, FL 33904239-542-2710

Thomas RaelKokopelli Property607 Old Santa Fe TrailSanta Fe, NM 87505505-988-7244

Dino RiggioPremium Properties1200 Mt Diablo Boulevard, #303Walnut Creek, CA 94596925-930-8090

Stacie R. SchwartzTucson Realty & Trust Co. Management Services, LLC4803 E 5th Street #103Tucson, AZ 85711520-327-0009

Gregory D. ShellerGreg Sheller & Team, LLC1751 Mound Street, Suite G-100Sarasota, FL 34236941-316-9393

Annette SlaterExit Slater REALTORS®

PO Box 781887San Antonio, TX 78278-1887210-493-1733

Florence TerrellFlorence Terrell Realty Services, LLC8930 Fourwinds Drive, #212Schertz, TX 78239210-590-2267

Jennifer VailWA Krauss & Co.PO Box 2396Sunnyvale, CA 94087408-737-2300

Jill ZignegoFive Star Rentals & Property Mgmt.6475 Highway 93 South, #49Whitefish, MT 59937406-862-5994

NEW SUPPORT STAFFCathy BrooksJames Talley & Associates, Inc.331 22nd Avenue NNashville, TN 37203615-329-9988

Mike LaHueHawthorne Management Co.106 N Garth AvenueColumbia, MO 65203573-442-3831

Kelly WillisKona Coast Property Management77-6367 Halawai StreetKailua-Kona, HI 96740808-329-2140

NEW AFFILIATESFaisal AnsariCollege Hunks Hauling Junk4484 SW 34th StreetOrlando, FL 32811407-426-7009

Russ CastleCastle Insurance643 Bair Island Road, #104Redwood City, CA 94063650-364-3664

Kim HerreraGillespie Home Inspection792 Marilyn DriveCampbell, CA 95008408-871-9909


BUSINESS PRODUCTSAND SERVICESAmerican Blinds & DraperiesAppliance Warehouse of AmericaAtlantic Publishing CompanyCastle InsuranceCentex House LevelingCoastal Residential Corp.College Hunks Hauling JunkFARPMFirst Horizon Home LoansIan H. Graham InsuranceJGS InsuranceKellogg & Anderson AccountancyLandlordSourceNewsletter Exchange, Inc.Northstar Moving CorporationPaychex, Inc.PayClix.comPaylease, Inc.Peachtree Business ProductsProfessional Office Services of IdahoRekey.com Locksmith ServicesRoper Lock Box, LLCRunzheimer International, Ltd.Signet Mortgage CorporationStarker Services, Inc.Sylvan Electronics, Inc.Two Men and a TruckWestern Pacific Claim Service

INTERNET TOOLSAND MARKETING1SourceRents.comAll Property ManagementAudioVu.comezLandlordFormsForRentByOwner.comInfo on the WebInnercircuit, Inc.My New PlacePoint 2 Technologies-PropmanProperty Bridge, LLCRent MarketerRent.comRent2Buy America, LLCRentalHomesPlusRentalResource.comRentals.comRentalSource.comRentBlurb.comSocrates Media, LLCStudentRent

LEGAL SERVICESLaw Offices of Davis, Rothwell, Mullin, Earle & Xóchihua, PC Law Offices of Heist, Weisse & Lucrezi

MAINTENANCEA & K Appliance DistributingBlusky Restoration ContractorsChristian Nissen LandscapingCrime Clean of Texas, Inc.Gillespie Home InspectionJ-Phase Electric, LLCKMH Technologies, Inc.LandLordLocks.com, Inc.Maintenance Made SimpleOrkin, Inc.Pacific Pest Management, Inc.Paul Davis RestorationPower Lift Foundation RepairRainbow InternationalRR RoofingSherwin Williams Company

SOFTWAREAPPFOLIO, Inc.Davis Computing SolutionsDick Jonilonis & AssociatesDIY Real Estate SolutionsPROMAS Landlord SoftwareProperty Boss Solutions, LLCRecomboTracker Systems, Inc.

TENANT SCREENINGContemporary Information Corp.Credit RetrieverInterstate Information ServicesInvestigative Screening and ConsultingMOCO, Inc.National Tenant Info. ServicesNational Tenant NetworkReliable Background ScreeningRentGrow, Inc.ScreeningOneTVS Tenant Verification ServiceUnited Screening Services Corp.VeriQuest Screening Solutions

Affi liate MembersListed by Service

RMP® CANDIDACYShawn BeardDebbie BennettTina BradleyMarc CunninghamHardeman GodbeeW. Sean KerrDan LopezTina LopezAdona LoweryNancy MyersKathleen RichardsCandice Swanson

MPM® CANDIDACYJames Pickett, RMP®

Sylvia White, RMP®

2007 DesignationCandidates

RMP® DESIGNEEElizabeth Loop, RMP®

MPM® DESIGNEETony Drost, MPM®, RMP®

New designees were voted on and approved at the April 11th Board of Directors teleconference meeting.

Congrats to Our New Designees!


NARPM Ambassador ProgramThe Ambassador Program was first designed in 2000 to reward our current members for referring new members to our organization. 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. Afterwards, you will receive an award certificate and a $245 NARPM credit that can be used toward your annual dues, upcoming events, education classes, and more! You will also be listed in a special section here, in the Residential Resource, after achieving Ambassador status. 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.

How Do You Start Referring? April 1-19, 2007• Call NARPM Headquarters at 800-782-3452 to request member application forms. Headquarters, upon request, will mail the application directly to the prospective member but will not fill in the “referred by” line.

• The 12-month period to obtain the five new members starts the day the first new membership application is processed by Headquarters.

• When Headquarters receives the fifth new membership application, an award certificate will be issued and dated.

• A recognition certificate will also be issued, and you, the “Ambassador,” will be recognized in the Residential Resource.

New MemberCathy BrooksSusan C. JohnsonPeter F. MoffettJennifer VailJenifer C. HiddlesonPatricia L. DanielSteven BillingtonTimothy Billington

Referring MemberMark HillDorothy Zarelli, MPM®, RMP®

Jill Boles, RMP®

Willi KraussPatricia SneedE. Carroll YoungTammy BillingtonTammy Billington

What Would YOU Do... with $245?

convention registration

education classes

NARPM store

annual dues

2006-2007 AmbassadorsWanda Franklin, RMP®

Geri Stephens, RMP®


RMP®/MPM® Certifi cation Classes

Interested in SponsoringCertification Classes?

Opportunities are available to chapters that would like to further member education, promote certification, and increase their chapter funds by sponsoring a certification class. However, it takes time to plan a class so give your chapter five to six month’s lead-time if you wish to sponsor one of these events.

Find out more by calling Headquarters, at 800/782-3452 or e-mailing [email protected]. We can provide you with the details you need to make your certification class a successful venture.

Class Registration FormFEES Early Registration* Registration*RMP® ClassesMember $195 $225Nonmember $295 $325Retake $100 $130RMP®/MPM® $97.50 $127.50

MPM® ClassesMember $395 $450Nonmember $495 $550Retake $300 $355MPM® $197.50 $252.50

Ethics ClassMember $45 $55Nonmember $145 $105

*to receive the early registration price, payment must be postmarked, faxed, or e-mailed 30 days prior to the class.

CLASS INFORMATION

• See individual class flyers for times and additional information. Flyers may be downloaded from www.narpm.org.• RMP® classes qualify for 6 hours of NARPM certification.• MPM® classes qualify for 12 hours of NARPM certification.• All materials will be given to students on the day of the class.• All attendees are 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.

(Please print or type)

Name ___________________________________________________________________________________

Company ________________________________________________________________________________

Address __________________________________________________________________________________

City/State/Zip _____________________________________________________________________________

Telephone ______________________________________ Fax _____________________________________

E-mail ___________________________________________________________________________________

List ClassesName of Class Class Date Cost___________________________________________________________________________ $ ___________

___________________________________________________________________________ $ ___________

___________________________________________________________________________ $ ___________

Total $ ___________

Method of PaymentI have enclosed a check for $ ___________ Ck/M.O. # ___________ Date ___________

Please charge my credit card in the amount of $ ___________ as follows:

Visa MasterCard Discover American Express

Card Number _____________________________________________________ Exp. Date ______________

Name of Cardholder _______________________________________________________________________

Billing Address ____________________________________________________________________________

Signature ________________________________________________________________________________I authorize NARPM to charge my credit card.

Date

Jul. 19, 2007

Jul. 19, 2007

Jul. 20, 2007

Jul. 26, 2007

Aug. 14, 2007

Aug. 15, 2007

Sep. 24, 2007

Sep. 25, 2007

Sep. 26, 2007

Sep. 26, 2007

Sep. 27, 2007

Sep. 29, 2007

Sep. 29, 2007

Location

Boise, ID

Stuart, FL

Boise ID

Pensacola, FL

Fort Worth, TX

Fort Worth, TX

Scottsdale, AZ

Scottsdale, AZ

Scottsdale, AZ

Scottsdale, AZ

Scottsdale, AZ

Scottsdale, AZ

Scottsdale, AZ

Class

RMP® Marketing

RMP Tenancy

MPM® Owner/Client Relations

RMP® Marketing

RMP® Marketing

RMP® Operations

MPM® Personnel Procedures

RMP® Applying Technology

RMP® Marketing

RMP® Tenancy

Ethics

RMP® Habitability

MPM® Owner/Client Relations

Instructor

Suzanne Cameron, MPM®




Mark Kreditor, MPM®

Mark Kreditor, MPM®


Ray Scarabosio, MPM®

Dave Holt, MPM®

Peter Meer, MPM®

Marc Banner, MPM®

Kit Garren, MPM®

Betty Fletcher, MPM®

Three Easy Ways to Register1. MAIL your form with payment to NARPM,638 Independence Parkway, Suite 100Chesapeake, VA 23320

2. FAX your form with credit card payment to 866-466-2776. Please do not mail the original.

3. ONLINE with Internet Member Services (IMS) at www.narpm.org.


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To learn more about Rentals.com,call 888-501-RENT or visit us at

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*ResidenceSourceAd_1.indd 1 4/19/07 2:00:39 PM

NARPM638 Independence Parkway, Suite 100Chesapeake, VA 23320

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